Terms & Conditions (Ts&Cs)

  • CARACLEAN LTD. TERMS AND CONDITIONS (Ts&Cs)
    By using this website and/or placing an order you are agreeing to our Ts&Cs. Please ensure you read through them carefully before placing your order. We may change these terms from time to time without notice to you.
  • C&D CANCELLATION
    You must cancel at least two hours before your time-slot starts .You may cancel online by selecting "Book Collection & Delivery" and then selecting "Cancel". You may also cancel by sending us an email or by calling us. If you cancel by email, you must wait for our confirmation reply. If you do not receive our confirmation reply it probably means we did not receive your cancellation email and your booking is still active.
  • C&D NON CANCELLATION FEE IS £10
    There is a £10 charge:
    a) for failure to cancel at least two hours before your time-slot starts.
    b) for failure to be present at the location for collection/delivery during your time-slot. 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.
    c) for driver wait time of more then 10 minutes after arriving at the location and not being able to collect/deliver due to the customer not being "ready".
  • ORDER CANCELLATION
    Minimum order amount for your postcode will be charged If you decide to cancel your order after collection and we will deliver the order back to you without processing. If we have started processing your order in our factory then it is fully payable.
  • MINIMUM CHARGE
    Minimum charge for your postcode will be applied during Checkout. If you Laundry-Basket total does not meet the minimum, the difference will be added and clearly visible as 'Minimum Charge'.
  • PAYMENT & REFUNDS
    Card payment: Cards are charged after collection and before delivery and within five days form collection date. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will inform you by email. We will not deliver any orders we are unable to charge. Refunds can only be made to the original card charged.
    Cash-On-Delivery payment : Driver does not carry change. Please have exact change ready for driver. Refunds can only be made by cheque, posted to you by first-class mail.
    Account payment: If you qualify for payment on account we will ask you to agree to our Account Ts&Cs separately. Late payment fee is 10% or £50, whichever is higher. Refunds are applied in the form of a credit to your next statement.
  • UNDELIVERABLE ORDERS
    All orders must be delivered within 14 days from collection date unless you have written permission from us for a later date. Undeliverable orders are orders we have not been able to deliver to you through no fault of our own. This could be because you were not available to take delivery or for non-payment. All such orders will be disposed of after 30 days from collection date.
  • FULL SERVICE
    Full service are all items which have individual prices on our website.
    Price includes , stain removal attempt, cleaning, pressing/ironing, and hand finishing. Items are cleaned and pressed/ironed in accordance with manufacturers care label instruction. Stain removal is attempted on full-service items by “spotting” with solvent or detergent before 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. We do not guarantee stain removal.
    If there is no cleaning label we may continue with cleaning a garment to the best of our ability but we cannot be held responsible of any damage due to colour-fatness, shrinkage, deformity, broken buttons or embellishments.
    Items which do have a cleaning label instruction will be cleaned accordingly, however we are not responsible for inherent weaknesses in materials and fabrics that may result in damage or for colour fading, colours running or shrinkage.
    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 or dry cleaning process.
    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 we may ask you for written confirmation (email/text/post) to go ahead at your risk.
  • BULK SERVICE
    Bulk service includes are Service Wash and Bulk Dry Cleaning product. All items are washed in bulk. This is as 'as is' service. We cannot accept responsibility for damage to items labelled HAND WASH ONLY, HANG DRY/DRY FLAT, DO NOT USE HEAT, DRY CLEAN SEPERATLY, or other “special care” messages. Further; we do not check labels for cleaning instructions.
    Sorry but we cannot accept any claims for damage due to shrinkage, missing items, colour runs or tears, broken buttons, tarnished buttons (buttons are not covered in foil in bulk services), etc.
    We do not accept household items in bulk services (e.g. curtains, pillows, duvets, bedspreads); these are charged individually.
  • SHIRT SERVICE
    All shirt service items are washed at 30 degrees. Shirt are pressed wet on a dedicated shirt unit which does not cause shrinkage (no drier is used).
    Tailor made shirts with no manufacturers cleaning instructions are processed at 100% owners risk.
  • REPAIRS & ALTERATIONS
    All instructions must be received in writing (e.g. note in your bag, email, etc.) . Turnaround time is at least 48 hours, some items may take longer.
  • LEATHER & SUEDE
    Suede & leather cleaning is undertaken subject to natural flaws in the skin slight colour imbalance or size differential. No responsibility will be accepted by us for colour difference when part of a matching suit or any other matching part is sent in for cleaning without the other. Change of colour or texture may result the first time a garment is cleaned. Not all marks, dirt and stains (such as ink) can be removed; ingrained dirt can penetrate the skin and damage it. Slight difference in shading of panels may become apparent after cleaning due to the construction of the garment using skins from more than one animal.
    No responsibility is taken for fancy trimmings, buckles, zips or buttons.
    Scar tissue may become more apparent after cleaning.
    Worn / old skin may become damaged during the cleaning process.
    Dyes used during tannage are not always colourfast and there may be some loss / change in shade. ‘Fine’ skin may lose its ‘shade’ through cleaning.
    New garments may ‘age’ during the cleaning process.
    A garment check form may be sent with the collection for you to sign.
    All other conditions are detailed on the reverse of the garment check form, which once signed, will be assumed as understood and accepted by the customer.
    Any items we receive without a care labels cleaned at 100% owners risk.
    All Rugs without care label cleaned at owners 100% risk
    10.15 All F Clean Garments cleaned at owners 100% risk.
  • ORDERING SERVICES & SERVICE ITEMS
    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 (laundry basket total). 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. In the event of discrepancies or incomplete details or no inventory list, our count is to be accepted as final.
    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 your Account, or for any other reason, your order is automatically cancelled.
    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.
    If there are any problems with your order we will contact you. If you do not reply your order may be delayed. We reserve the right to reject any offer to negotiate prices by you.
    Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.
    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.
  • SERVICES & PRICES
    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.
    All sizes and measurements relating to prices are approximate; however, we do make every effort to ensure they are as accurate as possible.
    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.
    Prices and services are subject to change without notice.
    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.
    All price are vat inclusive unless explicitly noted.
  • FIRST ORDER DISCOUNTS & REVIEW DISCOUNTS
    First Order Discount Codes and Review Discount Codes may be applied during Checkout.
    First Order Discount Codes cannot be combined with Special Offer on Specific Items or any other discount(s). If this is the case, we will alert you during Checkout.
    First Order Discount Codes and Review Discount Codes cannot be used on express orders.
    If you have used a discount code and not fulfilled the requirements (e.g. you used a review discount code but did not review us), we will remove the discount from your invoice; emailed to you after collection. We also reserve the right to limit quantities and/or deny orders.
    Offer expires when it is no longer displayed on our website.
    All above discounts are applied to laundry, dry cleaning items only.
    Minimum order amount for your postcode applies.
    We may ask you to accept a later delivery date if demand exceeds our resources.
    SPECIAL OFFERS ON SPECIFIC ITEMS
    Special Offers on Specific Items cannot be combined with First Order Discount or Review Discount.
    Special Offers on Specific Items cannot be combined with express orders.
    Offer expires when it is no longer displayed on our website.
    Minimum order amount for your postcode applies.
    We may ask you to accept a later delivery date if demand exceeds our resources.
  • LOSS/DAMGE & COMPENSATION
    We will investigate any complaint promptly and, in the rare event of loss or damage, pay fair compensation if it was our fault. Fair compensation amounts should be in line with fair compensation recommended by the Office of Fair Trading.
    If you are not fully satisfied with our cleaning you must let us know within 24 hours and we will re clean the item(s) for free. In the rare event that of damage or loss 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 any damage or loss within 24 hours of delivery. If you believe your individual item to be of high value, you must inform us before collection.
    If you are unable to collect or inspect your delivered order within 24 hours of delivery time (e.g. vacation, no time, etc.), please inform us before delivery by email or text message. We will keep your order in our factory for an agreed period. If you do not receive our confirmation reply it probably means we did not receive your email/text.
    We will not accept compensation demands for loss or damage of any items after 24 hours of delivery.
    All returned items must be in our original packaging and not used.
    If we are unable to accept your damage claim, we will ask you to accept an independent analysis report. We will 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 ).
    We will examine the damaged item to determine if the damage was the result of our cleaning process. We will investigate any complaint promptly and pay compensation for damage due to our negligence; up to £100 per item and up to £200 per order. We will not pay compensation for a damaged item if we followed manufacturers cleaning instruction for the garment (manufacturers care label on the item). In this case you must address your complaint with the manufacturer.
    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 or Federation of Small Businesses depreciation guide lines.
    b) The damage is NOT the fault of the cleaning process. In this case you must pay 100% of the analysis cost.
    c) It can not be decided who is at fault. We will pay 50% and you must pay 50% towards the cost of analysis.
    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.