Terms & Conditions

Terms and conditions

1-    Introduction

1.      These Terms will apply to any Order we accept from you via our website, SMS or any other platform. 

2.      These Terms may change from time to time 

3.      Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our.

liability to you in certain circumstances. Please see paragraph 11.

4. The fees paid are considered the minimum of the invoice, meaning that when the invoice is issued, these fees will be calculated as the minimum amount due.

5. Once the invoice is issued, the paid fees will be deducted from the total invoice amount before receiving the final payment.

6. Please note, any Orders with a value of less than SAR 40.00 will be charged SAR 40.00 as a minimum.

7.      If you need to contact Us at any time about an Order you may do so as set out in paragraph 14.

2-    Website Usage Policy

1.      Acceptance of Terms: 

·       By using this website, you agree to abide by these terms and conditions:

2.      Account Registration:

·       You may be required to create an account to use certain services on the website. Please provide accurate information and regularly update it.

     You are responsible for keeping your login details confidential.

3.      Booking Services through the Website:

·       You can book laundry services through the website. Please ensure that you provide accurate information when making your reservation.

·       Any changes or cancellations to the reservation must be made in accordance with the applicable policies.

4.      Electronic Payment:

·       You can pay for the services through the website using the available payment methods. Please ensure that your payment information is accurate and up to date.

·       We reserve the right to cancel any transaction if there is a problem with the payment.

5.      Errors and Inaccurate Information:

·       The website may contain inaccurate information or typographical errors.

·       We reserve the right to correct any errors or update information at any time without prior notice.

6.      Third-Party Links:

·       The website may contain links to other websites.

·       We are not responsible for the content or policies of these sites, and your use of them is at your own risk.

7.      Governing Law:

·       These terms and conditions are governed by the laws of the Kingdom of Saudi Arabia, and any disputes arising from the use of the website will be addressed in the competent courts.

8.      Intellectual Property:

·       All content on the website, including texts, images, and logos, is the proprietary property of Laundry Lab or is licensed to it.

·       Copying or reusing this content without prior written permission is prohibited

9.      Privacy:

·       This Privacy Policy aims to clarify how Laundry Lab collects, uses, and protects the personal information you provide when using our website.

·       Information We Collect:

·       Personal Information: We may collect personal information when you create an account, such as your name, address, phone number, and email.

·       Non-Personal Information: We may collect non-personal information, such as browser type, operating system, and website visitation information.

·       How We Use the Information:

·       We use the information we collect for the following purposes:

·       To process orders and services you request.

·       To communicate with you regarding your orders and updates.

·       To improve our services and user experience.

·       To send promotional offers and other information that may interest you.

·       Sharing Information:

·       We do not sell or rent your personal information to third parties.

·       We may share your information with trusted service providers to help us operate our service, provided they agree to keep that information confidential.

·       Changes to the Privacy Policy:

·       We may update this Privacy Policy from time to time.

·       It is advisable to review the Privacy Policy regularly to ensure you are aware of the latest changes.

3-    Placing an Order

1-      Booking Pickup and Delivery Appointments

·       You can book pickup and delivery appointments for your laundry through the website or via WhatsApp.

·       Accurate information must be provided when making the booking, including your address and contact details. Any errors in the provided information may result in delays or cancellation of the booking.

2-      Appointment Confirmation

·       The pickup or delivery appointment will be confirmed via a text message, through WhatsApp, or via email after the booking.

·       Please make sure to check these messages to ensure receipt and confirmation of the appointment.

3-      Laundry and cleaning services are provided based on the details specified in the customer's request.

4-      "Laundry Lab" reserves the right to refuse any service request that may be deemed inappropriate or in violation of the company's policies.

5-      If for any reason We are unable to fulfil your Order, We will let you know by email or text message Or WhatsApp.

4-    Changes to your Order

1-      You can make a change to the order at any time before the specified pickup time by contacting our customer service via WhatsApp or email [email protected].

2-      Laundry Lab reserves the right to alter the order if the care instructions attached to the item conflict with the customer's request, after notifying you through customer service.

5-    Cancelling or Rescheduling your Order

1-      You have the following limited rights to cancel an Order:

·       You can make changes at any time up to two hours before the scheduled pickup time stated in our email or in the messages we have sent confirming the acceptance of your order, by contacting our customer service via WhatsApp or by email at [email protected].

·       If we are affected by an event beyond our control after receiving your order, please contact customer service via WhatsApp or by email at [email protected].

2-      You acknowledge that once you place the order, we have commenced providing services to you, and any cancellation rights you may have will be forfeited..

3-      In case you request to reschedule your pick-up or return appointment within the next two hours prior to the appointment or outside of regular business hours from 8am to 12pm on weekdays, Laundry Lab reserves the right to charge an additional rescheduling fee. Rescheduling is subject to availability .

6-    Our rights to cancel your Order

1.      We may cancel your Order in the following circumstances:

·       as a result of an Event Outside Our Control

·       if you fail to make Items available for collection

·       if we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept.

2.      If we cancel your order, we will contact you via phone, messages, WhatsApp or email:

·       You will only be charged the delivery fee if the cancellation is due to your fault.

·       we will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.

7-    Pick up and delivery

1-      Delivery fees: will be charged based on the distance or location. These fees will be clarified when booking the service through the website, WhatsApp, or email.

2-      Delay in Arrival Time: In circumstances beyond our control that may affect the pickup and delivery service, such as accidents, road closures, or weather conditions, subject to Clause 12, we will make reasonable efforts to pick up and return your order at the times specified in the request, but we cannot guarantee this

3-      Communication with the Customer: A representative may contact the customer via phone or WhatsApp to confirm the details or upon arrival. Please ensure that the phone is available and accessible during the delivery period.

4-      Redelivery: If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge of will be charged for each consequent attempt of delivery٬ Laundry Lab will endeavour to find a suitable redelivery time.

5-      Responsibility for Your Order During Transport: We are committed to handling your order with care and in accordance with high standards. However, Laundry Lab's liability is limited in the event of loss or damage to your order during transport, and compensation will be provided according to the terms and conditions of compensation.

6-      Verify the Condition of the Order: Please inspect your order upon receipt from the delivery service. If there are any issues or damages, please report them immediately to the driver or through customer service.

7-      If You Do Not Receive the Order: If you fail to accept or arrange for the redelivery of your order for more than 30 days after the specified redelivery date in the request, we may donate your order to our approved charity (Hifth Al-Ni'mah Association in Jeddah).

8- Service standards

1.      Service Provision: We are committed to delivering all services with accuracy and exceptional skill, upholding international standards. We ensure that each customer's clothing is washed individually, without being mixed with the clothing of other customers.

2.      Responsibility: We will not be liable for any Items submitted to us that have an increased risk of damage, including, but not limited to, Items:

·       with special requirements or instructions for cleaning

·       with no label indicating cleaning instructions

·       which are damaged or stained

·       bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc

and at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items

3.      Inspection of Items: All clothing is thoroughly inspected for hazardous items such as coins, pens, keys, etc., as well as checking for any stains, tears, or burns in the fabrics. We do not accept any responsibility for items that are lost or damaged because of the cleaning process.

4.      Washing and Drying Process: We are committed to reading the manufacturer's instructions carefully and with great attention. We ensure adherence to the provided guidelines; any laundry request that contradicts these instructions will be rejected. While we will exercise the utmost care in doing so, we do not accept any responsibility for any errors in the manufacturer's instructions.

5.      Colour Separation: We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this, we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.

6.      Special Instructions: The customer must inform us of any special instructions regarding the clothing, such as its sensitivity or specific washing requirements. We are not responsible for any damages resulting from defects in the clothing or any harm caused by incorrect washing instructions provided by the customer.

9- If there is a problem with the services

1.      If there are any issues with the services, 

please contact our customer service via WhatsApp at the complaints number 00966567616161 or by email at [email protected].

2.      Complaints should be notified to Us within 24 hours of redelivery of any Item if you believe that We are in breach of our obligations under these Terms.

10 - Price and payment

1.      The price of the services will be determined according to our price list based on the type and details of the service and will be valid at the time you place your order. Our prices may change at any time.

2.      We reserve the right to charge any Service Fee, which may be subject to change, for the provision of our Services.

3.      Our prices include VAT, depending on the legislation where the order is served. However, if the rate of tax changes between the date we accept your Order and the date of payment, We will have to adjust the rate of VAT that you pay.

4.      The final price for the order will be determined based on the selected items and added services. The customer must pay the full amount due upon delivery of the clothing and before the washing process begins, unless different payment arrangements have been agreed upon. All payments must be settled before the clothes are delivered. We offer a variety of payment options to meet customer needs, including cash payments, bank transfers, credit cards, and secure payment links. We are always committed to providing flexible and convenient payment methods for customer convenience. Please contact us for more information about pricing and payment methods.

11- Our liability to you

1.      We will not be responsible for the loss or damage of items left by customers that have not been picked up for more than one month.

2.      In the event of unforeseen loss or damage to an item, the laundry Lab will compensate in a fair and reasonable manner. Fair compensation is defined as payment based on the depreciation and the age of the item. Proof of purchase, such as receipts confirming the original price, must be provided prior to the approval of any compensation. Should our liability be established, the compensation awarded will exclude any ancillary costs related to the acquisition of the item, including but not limited to shipping, tailoring, or alteration expenses.

3.      You must inspect the Items following delivery, and if you believe that Items are lost or damaged, you must inform Us about such loss or damage within 24hours of receiving the Items. We reserve the right to inspect and take pictures of any alleged damage to any Items.

4.      will be returned without cleaning if the clothes are torn and unsuitable for washing.

5.      We will not be responsible for any loss or damage, including, without limitation, any colour loss, shrinkage or other damage, resulting from the following:

1.      failure to notify us of any special requirements or instructions for cleaning the Item

2.      the fact that the Item has no label indicating cleaning instructions

3.      any existing damage to the Item at the time of collection

4.      any extraneous or hazardous thing left in or on the Item, e.g., pins, jewellery, coins, pens, buttons or embellishments, belts etc

5.      any extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags

6.      our acceptance of Items which we agree to provide the Services for under paragraph 8.2

7.      our disposal of Items under paragraph 7.7

8.      any normal wear and tear

9.      incorrect labelling on the manufacturer's behalf, or incorrect instructions from you

10.    any colour loss, bleeding or shrinkage of garments, in particular for Items included in the Wash & Tumble Dry Service.

6.      We will not be liable for any consequential loss.

7.      We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).

8.      In the event we issue compensation for damage caused to an item(s) in our care, Laundry Lab reserves the right to retain permanent ownership of damaged item(s)

12 - Compensation

1.      If the item that has been damaged or lost is three months old or less from the date of receipt and the purchase receipt is available, the customer shall be compensated at a rate of 70% of the item's value.

2.      If the item that has been damaged or lost is between 3 and 6 months old from the date of receipt and the purchase receipt is available, the customer shall be compensated at a rate of 50% of the item's value.

3.      If the item that has been damaged or lost is between 6 months and 1 year old from the date of receipt and the purchase receipt is available, the customer shall be compensated at a rate of 30% of the item's value.

4.      If the item that has been damaged or lost is more than 1 year old from the date of receipt and the purchase receipt is available, the customer shall be compensated at a rate of 20% of the item's value.

5.      If the purchase receipt is not available from the customer, compensation will be provided in the form of a discount voucher equivalent to 5 times the service price for the item that has been damaged or lost, which will be added to the customer's account with the laundry Lab.

6.      Compensation will be paid via bank transfer to the bank account provided by the customer.

13 - Events Outside Our Control

1.      We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.

2.      An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.

3.      If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:

·       We will contact you as soon as reasonably possible to notify you

·       Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control

·       You may cancel your Order, or We may cancel it under paragraph 6.1

·       If your Order is cancelled, We will return your Item(s) to you at no cost to you

14 - Information about us and how to contact us

1.      We are the Laundry Lab for washing clothes, and our national address is: 

Kingdom of Saudi Arabia  

City: Jeddah  

District: Al-Naeem, Amna bint Wahb Street  

Building No: 7346  

Secondry No: 3767  

Postal Code: 23621  

Mobile Number: +966536601601  

Email: [email protected]  

2.      If you have any questions or if you have any complaints, please contact Us. You can contact Us by e-mailing Us at [email protected].

15 - Laundry Lab Quality Guarantee

1.      We guarantee that each customer's clothes are washed separately without mixing them with the clothes of other customers.

2.      We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery, and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.

3.      To request re-cleaning for your items, please contact our customer service via WhatsApp at the complaints number 00966567616161 or by email at [email protected], explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.

16 - Re-cleaning policy

1.      The re-cleaning only applies to individual items which have been cleaned by Laundry Lab and the original dry cleaning ticket must be attached.

2.      Please note, it is not always possible to remove stains. If we cannot remove a stain, customers might be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.