These are the CaraClean Limited website terms and conditions currently in use. Please ensure you read through them carefully before placing your order; apologies for the length of this document. By using this website and/or placing an order you agree to the terms and conditions set out below. Please also read our privacy statement regarding personal information provided by you. Before placing an order, if you have any queries relating to these terms and conditions, please contact us.

We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders and we will use our best endeavors to ensure you are made aware of any changes as soon as possible.

 1.0 Loss or Damage 
2.0 FREE Minor Repairs
 3.0 General
 4.0 This Website
 5.0 Services, Items and Price Information
 6.0 Ordering Services and Service Items
 7.0 Delivery & Refunds
 8.0 Payment
 9.0 Complaint Compensation Procedure

 10 Supplimentry: Leather Cleaning
 

1.0 Loss or Damage
IMPORTANT: PLEASE READ THIS SECTION, AND ALL OTHERS, CAREFULLY BEFORE PLACING YOUR ORDER 
In the rare event that you’re not fully satisfied with our cleaning, let us know within 24 hours and we will re clean the item(s). Please also read   9.0 Complaint Compensation Procedure, 
Our compensation policy allows us to reimburse you up to £100 per item and up to £200 per order AND you must inform us of damage or loss within 24 hours of delivery. Please inspect your order immediately after delivery. In the rare event of a problem the chances of us researching and resolving the issue to your satisfaction is far greater if you let us know immediately or at least within 24 hours of delivery. Sorry, but we cannot accept responsibility for complaints regarding missing or damaged items after 24 hours of delivery. If you asked for unattended delivery then you must accept our word that the order was delivered to the agreed address and location on the booked day. We will not accept any claims against us for unattended orders delivered which the customer claims not to have received, before or after 24 hours. 


2.0 FREE Minor Repairs
Missing or damaged buttons will be replaced for free, if we can find a match, if you have the button, please attach it to the garment and note it on the Order Form. Minor Repairs are anything requiring a small amount of stitching; such as securing a button or hook; securing up to 1/4 of a hem on a pair of trousers or short lengths of hem on a plain skirt or dress up to 1/4, securing turn-ups, stitching across the bottom of a pocket where there is small a hole, securing a designer label; securing small bits of seam and lining, This list is not exhaustive.

3.0 - General
3.1 - Repairs & Alteration
Before going ahead with a repair or alteration for which you will be charged, we will check with you to confirm the price unless you have already given us the go-ahead on your order form or via email.
3.2 Care Label Instructions
Garments will be cleaned in accordance with care label instructions; excluding our Service Wash service. If there is no label, we may have to get special instructions. However, we are sorry but we can't be held responsible for inherent weaknesses in materials and fabrics that may result in damage or for colour fading, colours running or shrinkage.
3.3 Stain Removal
Stains are dealt with by “spotting” with solvent or detergent before full cleaning. Some stains cannot be fully removed and to attempt to do so could damage fabric. The chances of removing a stain will increase if you can tell us the cause.
3.4 Suede & leather
Suede & leather cleaning is undertaken subject to natural flaws in the skin slight colour imbalance or size differential.
3.5 Hand Finished Laundry Dry Cleaning
We are not responsible for manufacturer defects of items causing bleeding, shrinking, fading, or otherwise becoming altered or worn by the normal wash-and-dry laundry process.  We will take reasonable precautions against known problems.  We may refuse to clean an item and send it back with an explanatory note, if we think it will become damaged or damage other items OR ask for written confirmation (fax or email) to go ahead.
3.6 Service Wash (Bulk Washing)
We cannot accept responsibility for damage to items labelled HAND WASH ONLY, HANG DRY/DRY FLAT, DO NOT USE HEAT, DRY CLEAN ONLY, or other “special care” messages. This list is not exhaustive. Please take a moment and double-check your item labels before including it in your service/bulk wash. Further; we do not check labels for washing instructions. Sorry but we cannot accept any claims for damges due to shrinkage, colour runs or tears. This list is not exhaustive.

4.0 This Website
4.1 For details regarding the use of data supplied by you, please read our Privacy statement.
4.2 We shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website.
4.3 Any use of the site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the written permission of CaraClean Limited.
4.4 We have taken every care in the preparation of the content of this website. To the extent permitted by applicable law, and save as otherwise specified by us, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website. We are not liable for any inaccuracy on this website but we will correct them as soon as they are discovered.
4.5 Certain (hypertext) links in this site will lead to websites that are not under our control. When you activate any of these you will leave the CaraClean website and we have no control over and will accept no responsibility or liability in respect of the material on any website, which is not under our control.
4.6 These exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence.
4.7 These disclaimers and exclusions shall be governed by and construed in accordance with English Law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

5.0 Services, Items and Price Information
5.1 We have made every effort to display as accurately as possible our services, items and prices. We are unable to guarantee that processes used by us to implement our services will always agree to your expectations. However, we use processes which are standards and used industry wide.
5.2 All sizes and measurements relating to prices are approximate; however, we do make every effort to ensure they are as accurate as possible.
5.3 We will take all reasonable care to ensure that all details, descriptions and prices of services and items appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been published incorrectly including prices and promotions.
5.4 Prices and services are subject to change without notice.
5.5 Services are subject to availability. As there is a delay between the time when the order is placed on our web site and the time when the order is collected and processed in our factory, the service option position relating to particular items may change. If a service or price of an item you have ordered changes before we accept the order we shall notify you as soon as possible. You are never charged until we collect and process your order in our factory.
5.6 All price are vat exclusive unless explicitly noted. Vat will be added at the current rate.

6.0 Ordering Services and Service Items
6.1 When we collect and process your order we will send you and DELIVERY NOTE and INVOICE email attachment detailing items received, our count of items and prices. Our acceptance of an order will take place at the point of collecting your order, at which point the contract between us and you will be made. Total order amount will be shown clearly on your invoice attachment. The invoice amount is the payable amount, not the amount shown on your order form. Why? Because the invoice amount will show any adjustments (e.g. skirt to pleated-skirt, small to large size) or discounts (e.g. first order discount, gold customer discount). Any discounts triggered by the entry of a promotional code will be applied at the point of payment and confirmed on the invoice attachment emailed to you.
6.2 If we do not collect your order within 7 days from time of placing an online order because no collection time was specified by you in the address section of MyCara, or for any other reason, your order is automatically cancelled and deleted from our database.
6.3 We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following 1.The items and services ordered being unavailable 2. Inability to obtain authorisation of payment. 3. The identification of an error within the service information, including price or promotion. 4. Inaccurate order processing 5. Major factory failure 6. System's failure, including virus attacks. This list is not exclusive.
6.4 If there are any problems with your order we will contact you. We reserve the right to reject any offer to negotiate prices by you at any time.
6.5 Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.
6.6 The laws of shall govern the contract between us and any dispute between us will be resolved exclusively in the courts of England & Wales. Your statutory rights are not affected.
6.7 Details of your order and payment are kept secure using the latest SSL technology, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website. Our liability will be limited to £100 per item, £200 per order, as long as it is non-fraudulent.

7.0 Collection, Delivery & Refunds
7.1 If you need to cancel or change your collection and/or delivery schedule for your order, contact us before 10am on or before day of collection or delivery. There is a £10 charge for failure to be present at the location for collection or delivery during the time window specified in MyCara address option. Please make sure you are available at the location and are able to hear the bell etc. We are sorry but due to limited resources we must strictly enforce this policy. If the failure to collect and/or deliver is due to no fault of your own or is our fault then you will not be charged.
7.2 Refunds will only be made in the form of a credit to your CaraClean account.

8.0 Payment
8.1 Payment can be made by any method specified in the How to Order section.
8.2 Prices on this website are exclusive of VAT and are correct at the time of entering the information onto the system.
8.3 The total cost of the order is the price of the products ordered plus vat. Minimum charge will be applied to certain Postcodes as specified on this website.
8.4 All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery of your order.
8.5 Charges to your credit card are made at the point the order collected and processed in our factory. Our acceptance of an order takes place when the order is collected from your collection address specified in MyCara in the Location & Schedule section, available after signing in.

9.0 Complaint Procedure
CaraClean is a part of a 30 year old family tradition. We will do all that is possible to resolve a problem or complaint to your satisfaction. We have chosen to detail our compensation procedure in the rare event of loss or damage as a result of our negligence. We will investigate any complaint promptly and, in the rare event of loss or damage, pay fair compensation for loss due to our negligence. Our fair compensation amounts are usually well above the fair compensation recommended by the Office of Fair Trading. Our reputation demands it.

9.1 Loss and Compensation
In the unlikely event of a loss please inform us within 24 hours. If you are unable to pickup your delivered order within this time period (e.g. vacation, office transfer, etc.), please inform us before delivery in writing by post, email or fax. We will keep your order in our factory for an agreed period. This does not apply to over the counter pick-up items from our retail shop, which should be collected within 30 days, to avoid storage costs and expiration of our compensation liability.
Our compensation policy allows us to reimburse you, in the form of a credit, up to £100 per item and up to £200 per order. In exceptional cases if we are unable to accept your claim, we will ask you to accept an independent analysis report by SATRA (www.satra.co.uk ) which is an Independent and professional organisation and UK's leading centre for fabric care research and technology. We will also abide by an independent report carried out by a professional, mutually agreed test house as long as it is in The Independent Test House List compiled by the Textile Services Association (www.tsa-uk.org).

9.2 Damage and Compensation
In rare situation of damage, you must inform us within 24 hours and we will ask you to return the item immediately through our collection & delivery service at no cost to you. Your garment will be examined to determine if the damage was the result of our cleaning process. We will investigate any complaint promptly and pay fair compensation for damage due to our negligence. In exceptional cases if we are unable to accept your claim, we will ask you to accept an independent analysis report by SATRA (www.satra.co.uk ) which is an Independent and professional organisation and UK's leading centre for fabric care research and technology. We will also abide by an independent report carried out by a professional, mutually agreed test house as long as it is in The Independent Test House List compiled by the Textile Services Association (www.tsa-uk.org). The chosen test house will be able to provide us with a garment evaluation report stating one of the following:
a) The damage is the fault of the cleaning process.
In this case we will pay 100% for the analysis cost and compensation for the garment after applying Office Of Fair Trading depreciation guide lines.
b) The damage is NOT the fault of the cleaning process.
In this case we will ask you to pay 100% of the analysis cost.
c) It can not be decided who is at fault.
We will pay 50% towards the cost of analysis. We will also try and work with you towards a mutually acceptable solution.
Before we send any item for analysis we will ask you to deposit 50% of the analysis fee with us. This amount will be refunded only if the analysis result is 100% in your favour (see a, above).