
terms & conditions
Here is the small print relating to the Ironing, Laundry & Dry Cleaning Services provided by Crease Away. Please note that by dropping off to our facility or by placing a booking online, by phone, email or text you are accepting these Terms & Conditions of Service.
Terms & Conditions effective from 1st January 2025.
Payment Terms
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All Services must be paid in full upon collection from our Calne Facility or upon Delivery to you. Payment can be accepted by Cash, Credit Card, Debit Card, Bank Transfer or Direct Debit. We reserve the right to hold on to your ironing until full payment has been received. Full details on how to pay will be included in your 'Collection Email' and can also be viewed online at www.crease-away.co.uk/pay-online
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We may (at our discretion) provide Invoice Accounts to business and Airbnb customers. These accounts are provided subject to application and status. If you are provided with a business account, then invoices will be sent by email at the end of each month, with full payment becoming due within 7 days from the date of the invoice.
Collection & Delivery Service
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We offer a free Collection and Delivery Service in the Calne (SN11), Chippenham (SN14, SN15), Cirencester (GL7), Devizes (SN10), Malmesbury (SN16), Melksham (SN12) and Swindon (SN1, SN2, SN3, SN4, SN5, SN6, SN24, SN25) areas. Our areas are restricted by Postcode and therefore do not offer a collection service outside the stated postcodes.
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Minimum Weight for Ironing & Laundry Collection is 3kg in Calne (SN11) and 4kg in all other areas. If your Ironing is weighed below the minimum weight for your area then it will be charged at the minimum rate for your area.
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Minimum Cost for Dry Cleaning Collections is £15 in Calne (SN11) and £20 in all other areas. The minimum cost of Dry Cleaning is not applicable if you are sending in Laundry or Ironing at the same time.
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Missed Collection & Delivery Fees will be charged at £10.00 per missed collection / delivery attempt. We would kindly ask that if you are not going to be available when we come to collect or deliver your Ironing, Laundry or Dry Cleaning that you either provide us with a 'Safe Place' location or reschedule your Collection or Delivery. Missed Collection fees are also charged to customers who have a Regular Scheduled Collection Booked, but have no ironing or laundry needing to be collected that week, in such case, please do cancel your Scheduled Collection prior to our arrival to avoid fees being charged.
Laundry Service
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By using our Laundry Service, you agree that your items are suitable to be washed in water on a normal cycle at 40°C, and dried using heat in a tumble dryer. Laundry bags are processed as a bulk load and therefore are not checked before loading into the machine. Customers are therefore responsible for separating their laundry into separate bags for Whites, Lights, Darks and delicate. Customers are also responsible for checking pockets before sending their items into us as we cannot be held liable for loss of or damage to anything which has been left in pockets.
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We are unable to accept pet bedding or items heavily soiled with human or animal bodily fluids, so please do not send these in with your laundry.
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The customer is responsible for sending their laundry into us in a plastic bag / sack or a reusable bag, this is to ensure the laundry is contained during transportation and assists our driver when weighing it. Laundry cannot be accepted in boxes, crates or baskets.
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Stain Treatments are free but are not provided as standard. If you have an item which is stained that you think will need pre treatment prior to washing then the item should be placed in a plastic bag with a note telling our Laundry Team what the stain is and that you would like it treating. Please note that we cannot guarantee the removal of stains, please see below for more information.
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If you have booked a Wash, Dry, Iron Service then our Ironing Terms (below) will also apply to your booking.
Dry Cleaning Service
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By using our Dry-Cleaning Service, you agree that your items are suitable to be dry cleaned and have the Care Label attached. Items sent into us with no care label attached will be processed at ‘The customers own risk’.
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We reserve the right to refuse to clean any item if we feel the Dry-Cleaning Process will damage your item. In such instance we will return your item and there will be no fee payable.
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We cannot guarantee the complete removal of stains on all garments, as complete stain removal depends on a number of factors, such as age of stain, fabric composition that is stained, cleaning available for the fabric, and also the type of stain. We will use our skills and experience carefully to do all we can to remove any stains or marks.
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Dry Cleaning of Curtains are possible, but there are many factors to consider. We are unable to clean curtains with Black Out Lining which has plastic content. Curtains being cleaned for the first time are liable to shrink around 3-10%. Curtain Fabrics will fade during use even with linings attached, this fading is normal but may become more prominent after cleaning. Velvet is the most vulnerable fabric for this.
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Suede & Leather garments have inherent weaknesses and defects in the material. There are therefore subject to natural flaws. We cannot take responsibility for colour imbalance, shrinkages, or changes of texture after cleaning.
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Trimmings especially sequins, beading, and attached / contained accessories such as belts, buckles, broaches, painted logos, fur, zips, hoods, and inner linings may not be suitable for the dry-cleaning process and therefore the item will be cleaned at the ‘customers own risk’.
Ironing Service
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By using our Ironing Service, you agree that your items are suitable to be ironed and have the care label attached. Items sent into us with no care label attached will be processed at ‘The customers own risk’.
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Items which have a ‘Do not Iron’ instruction on the care label will not be ironed.
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Items which have obvious iron damage present will not be ironed by Crease Away, this is to ensure we are not held responsible for the damage.
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We are unable to iron underwear (Knickers, Pants, Boxer Shorts or Bra’s) if these have not been washed by Crease Away. If these are included in your Ironing Only booking, then they will be folded and returned un-ironed.
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The customer is responsible for sending their ironing into us in a plastic bag / sack or a reusable bag, this is to ensure the laundry is contained during transportation and assists our driver when weighing it. Laundry cannot be accepted in boxes, crates, or baskets.
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If customers wish us to use their own hangers, or are returning our hangers for re-use, then these should be placed in a separate bag (carrier bag preferred) so that they are not weighed with your ironing.
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We ask customers not to over dry their clothing or bedding, or even screw items up and place into bags when they are still damp. Both instances will cause heavy creasing of which not even our professional ironers can remove using all the professional equipment. So of best results please shake and gently fold items before placing them into your laundry bags, and please don't bake them for hours in the tumble dryer.
Lost / Missing Items
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At Crease Away we take great care in looking after the items you have sent into us to be cleaned or ironed and have many fail safe procedures in place to ensure items are not lost or mixed up with other customer bookings. This includes CCTV, tagging, and re-weighing of items throughout the Ironing and Laundry process.
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If you have used our Laundry or Ironing Service, then your items will have been accepted in bulk for processing and we will not have made an inventory of items. Therefore, we are unable to confirm whether a particular item has been received by us or not. As such, if you think you are missing an item then you should notify us within 24 hours or picking up your items or them being delivered to you.
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If you have used our Dry-Cleaning Service then your items will have been fully checked when they were collected or dropped off to us, tagged and tracked throughout every stage of the Dry-Cleaning process. However, human error can occur, therefore if you are missing any items then you should notify us within 24 hours of picking up your item(s) or them being delivered to you.
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We will compensate up to the maximum value of £25 per item for Lost Laundry or Ironing Items and up to £100 for lost Dry Cleaning Items, subject to a maximum of £500 per claim. We reserve the right to request proof of original purchase before paying compensation. Compensation for lost items will only be made if you have paid for the original services in full, and we can confirm that your items have been miss-delivered to another customer.
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Compensation will only be paid after a 14-day investigation period. If compensation is paid and your items are subsequently found, then you agree that you will pay back the compensation within 28 days.
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We cannot and will not be held liable for lost items where we have collected from or delivered to your designated safe place. By using a safe place you accept that you are responsible for any loss of items.
Damage to items
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In the unlikely event that we cause damage to your items through negligence or faulty machinery then we will fully compensate you to the current retail value of the item minus depreciation. We may do this either by replacing the item on a like for like basis or by providing you with a fair offer of financial compensation.
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We will not be liable for damage caused to a garment or item that has been Laundered, Dry Cleaned, or Ironed at the ‘Customers own risk’ due to not having a care label attached.
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We will not be liable for damage caused to a garment or item that has been sent for Laundering when it’s not suitable to be laundered.
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We will not be liable for damage to any accessory attached to a garment or item such as belts, buckles, brooches, logos, fur, zips, buttons, poppers, sequins, or beading. This is because over time the Laundry, Tumble Drying, Ironing and Dry Cleaning Processes will deteriorate the accessory to the point they will become warped, brittle or appear melted. Its impossible to apportion blame when the laundry process is simply part of the wear and tear of the accessory attached to the item.
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We will not be liable for damage to any garment included in a bulk service wash which has not been suitably separated by the customer, this includes but is not limited to shrinkage and colour running.
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We will not be liable for damage to any garment or item which is already damaged when it is sent into us for cleaning or ironing.
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Laundering and Dry Cleaning of garments and items will overtime lead to colour fading, this is normal and therefore we cannot be held responsible for this type of damage.
Stain Removal
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Successful Stain Removal through the Laundry & Dry-Cleaning process cannot be guaranteed. However, by letting us know about the stained item when it’s sent into us will increase our chances in getting the stain out.
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Successful Stain removal depends on many factors such as the composition and age of the stain, the type and age of fabric, dyes in the fabric and previous cleaning attempts.
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We do not charge extra for Stain treatments and will do all we can to try and remove the stain without causing damage to your garment / item. Unfortunately, if we are unsuccessful in removing the stain then the cost of the original booking will still be payable in full.
Discount Schemes
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Crease Away run several discount schemes which can be claimed against our Ironing & Laundry Services. These discounts cannot be used against Dry Cleaning. Only one discount can be used per booking. Therefore, if you are a Blue Light Card Holder you will not be eligible for the Loyalty Discount or the New Customer Discount.
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Loyalty Discount - This is a discount of 20% which is automatically given to all customers who have signed up to a regular ironing collection. This discount is automatically applied to every 6th collection. You will be entitled to this discount even if you suspend collections while you are on holiday. If you cancel your regular collection and go to ad-hoc then you will lose your right to this discount.
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New Customer Discount - This is a discount of 10% and is automatically applied to the second Ironing Collection.
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Blue Light Card Discount (NHS Discount) - This is a 20% Discount for all Blue Light Card Holders and NHS Employees. To claim this discount, you must upload a photo of your Blue Light Card or NHS ID when you book online, or show your Blue Light Card or NHS ID Card to the collection driver when your ironing is collected. We reserve to check your continued eligibility for this discount at periodic intervals. Blue Light Card discount can not be used against bookings which are for commercial gain such as airbnb side hustles.
Cancellation
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You may cancel your booking up until 7am on the day your collection is due. Once your booking has been collected then it cannot be cancelled. We reserve the right to charge a Missed Collection Fee If you cancel after the 7am deadline.
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If you have sent in curtains, blinds, rugs, or complex items to be dry cleaned, then you have the right to cancel your booking and have your items returned at no charge if the price of the service exceeds your budget.
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We reserve the right to cancel your booking if you have an outstanding balance with us, or that we feel cleaning your items will result in damage. In either case you will not be charged for the cancellation.
Unclaimed Items
If in the event we are unable to deliver your item(s) or you fail to collect your item(s) then we will hold on to them for a period of 12 weeks while making every effort to contact you. If items remain un-claimed after the 12-week period, then we will donate your items to the local homeless charity 'Doorway' in Chippenham. We will of course still be owed for the cleaning and will of course try and reclaim these costs from you.
Airbnb Laundry Services
We have separate Terms & Conditions for Airbnb Laundry & Ironing Services. These can be viewed at www.crease-away.co.uk/airbnb_terms
Complaints
None of our Terms and Conditions will affect your Consumer Rights. If you have a genuine compliant with regards to a service we have provided you with, whether it is poor service or damage then you must send us a written complaint in writing and we will respond to this within 10 working days. If we are found liable we will always offer to repair, replace or compensate. Please note, that for compensation claims you will be required to provide proof of original purchase. For complex complaints we may pass your complaint directly to our Insurers to investigate.
Privacy
Your personal information is safe with Crease Away. All information you provide such as Name, Address and Contact Details are stored securely and only used to provide you with the services requested. We will never sell or give your details to a third party for Marketing Purposes, we may however, send you the occasional email or text to let you know about our special offers, or provide you with Service Information, you can of course opt out of these communications at anytime.