Terms & Conditions effective from 22nd April 2024.

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Payment Terms

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• Payment is due in full upon delivery.  Payment can be made by Cash or Credit & Debit Card.  If paying by cash, then please ensure you have the right amount available as our derivers do not carry change.

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• Payment by Credit or Debit Card is subject to 4G signal.

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• Bank transfers are also accepted; however, bank payments must be made no later than the evening before your items are due to be delivered back to you.

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• Customers who have a regular collection can also set up a Direct Debit.

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• Invoice accounts are only available to business customers and are subject to status.

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• We reserve the right to hold on to your items if payment has not been received.

 

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Collection & Delivery Service

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• We offer a free delivery and collection service in the following areas Calne (SN11), Chippenham (SN14, SN15), Cirencester (GL7), Devizes (SN10), Malmesbury (SN16), Melksham (SN12) and Swindon (SN1, SN2, SN3, SN4, SN5, SN6, SN25, SN26). 

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• We have a minimum booking policy in place to ensure that our Free Collection & Delivery Service remains viable, these minimum fees are detailed below 

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CALNE (SN11)

Minimum of 3kg for Laundry & Ironing Services / Minimum of £15 for Dry Cleaning Services

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ALL OTHER AREAS

Minimum of 4kg for Laundry & Ironing Services / Minimum of £20 for Dry Cleaning Services

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• If using more than one service at a time then the total cost of all services must meet the Dry-Cleaning Minimum Fee for your post code area.

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• If you do not meet the minimum weight or fee requirements then you will be invited to add more items, however if you cannot do so then the minimum charge will be made.

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• Please note that we cannot provide an exact collection or delivery time as we work in time slots.  Our delivery and collection routes are planned on the day to the most fuel and time efficient route.  We will always attend during the time slot you have selected, however, please note that our drivers may be delayed due to situations outside their controls, such as being held up on previous jobs, heavy traffic, accidents, road closures, road works and vehicle breakdowns.

 

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Missed Collection & Missed Delivery Charges

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• If you nobody is home when we call to collect or deliver your ironing, then unfortunately we will have to charge a ‘Missed Collection / Delivery’ fee of £10.00 to cover our costs.

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• To avoid missed collections and deliveries we strongly advise you to let us know of a safe place where we can pick up from and deliver back to.  A missed collection fee will also be charged if we attend your address, and you cancel our services at that point.

 

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Domestic Laundry Service (Service Washes)

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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 processes 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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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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• 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’.

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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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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.

 

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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.  We may do this either by replacing the item on a like for like basis or by providing you with 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, sequins, or beading.

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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.

 

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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.

 

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Discount Schemes

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• Crease Away run several discount schemes which can be claimed against our Ironing Service.  These discounts cannot be used against Dry Cleaning or Laundry Services.  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 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.

 

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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.

 

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Unclaimed Items

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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.

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Airbnb Laundry Services

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We have separate Terms & Conditions for Airbnb Laundry & Ironing Services.  These can be viewed at www.crease-away.co.uk/airbnb_terms