Terms of Service

Last updated: 5 September 2026

These Terms of Service apply when you use My Dry Cleaners, place an order through our website, booking system, WhatsApp, telephone, or other approved channels, or use our collection, delivery, laundry, dry-cleaning, ironing, alteration or related services.

By placing an order, you agree to these Terms.

1. Business Information

My Dry Cleaners
18 Tooting Bec Rd
London SW17 8BD
United Kingdom

Phone: 07702 024660
Email: Info@mydrycleaners.co.uk

2. Services

We may provide services including:

• dry cleaning;
• wash and fold;
• wash and iron;
• ironing;
• duvet and bulky-item cleaning;
• clothing alterations;
• specialist garment care;
• commercial laundry;
• collection and delivery.

Available services may vary by item, location and operational capacity.

3. Minimum Order

Our standard minimum order value is:

£20

Any minimum-order requirement will be shown before or during booking where applicable.

Free collection and delivery applies to qualifying orders within our approved service areas.

4. Collection and Delivery

We offer free collection and return delivery within our confirmed service areas, subject to the minimum order requirement.

Customers are responsible for providing:

• the correct collection/delivery address;
• an accessible collection point;
• accurate contact details;
• access instructions where necessary.

If we cannot complete a collection or delivery because access is unavailable or information provided is incorrect, we will contact the customer to arrange another time.

Any additional charge for a failed or repeated collection should only be applied if it has been clearly disclosed and agreed beforehand.

5. Service Areas

Our service is available only within selected London and surrounding postcodes.

Customers should confirm availability using the postcode checker or by contacting us before ordering.

Service-area availability may change as our collection network changes.

6. Turnaround Times

Our current standard turnaround is generally:

Standard eligible services: approximately 24 hours
Duvets and bulky items: approximately 72 hours

Clothing alterations and specialist items may require different turnaround times depending on the work required.

We do not currently offer same-day or express service unless specifically confirmed to the customer in writing.

Turnaround times are estimates and may occasionally be affected by:

• difficult stains;
• specialist fabrics;
• repairs or alterations;
• equipment issues;
• weather;
• transport disruption;
• customer availability;
• other circumstances reasonably outside our control.

If a significant delay occurs, we will aim to inform the customer as soon as reasonably possible.

7. Prices

Current prices are displayed on our website or booking system.

Prices may depend on:

• garment type;
• weight;
• fabric;
• cleaning method;
• alteration required;
• specialist treatment.

Where the actual item differs materially from the description selected online, we may contact the customer before carrying out additional chargeable work.

We will not intentionally add undisclosed charges without informing the customer where a material price change is required.

8. Payment

Payment may be collected through our booking/payment provider or another agreed payment method.

Customers are responsible for providing valid payment information.

Prices shown should include applicable taxes where legally required.

9. First-Order Promotion

Eligible new customers may receive:

20% off their first order

The promotional offer is subject to the terms displayed with the promotion and may include:

• new customers only;
• one use per customer;
• minimum-order requirements;
• selected eligible services;
• use of a promotional code where required.

Promotions cannot normally be exchanged for cash.

10. Cancellations Before Collection

If you need to cancel or change an order, please contact us as soon as possible.

Where no collection or service has started, we will normally aim to cancel the order without charge unless a clearly disclosed cost has already been incurred.

11. Online Orders and Cancellation Rights

Customers placing orders online or at a distance may have statutory cancellation rights under UK consumer law.

Because our services are often requested to start within 14 days of booking, customers may be asked to expressly request that we begin the service during the statutory cancellation period.

If the service has started at the customer’s express request and the customer later cancels before completion, the customer may be required to pay a reasonable amount for work already carried out.

Once a service has been fully performed following the customer’s express request and acknowledgement, the statutory cancellation right may end.

For online booking, consider adding a checkbox such as:

I request My Dry Cleaners to begin providing the service before the end of the 14-day cancellation period and understand that I may lose my right to cancel once the service has been fully completed.

12. Cleaning Results and Stain Removal

We will perform cleaning services with reasonable care and skill.

However, some stains cannot be completely removed without risking damage to the garment.

Factors affecting results may include:

• stain age;
• stain type;
• fabric condition;
• previous cleaning attempts;
• colour fastness;
• garment construction.

We do not guarantee that every stain can be fully removed.

Where further treatment may risk damaging an item, we may stop treatment rather than cause unnecessary damage.

13. Care Labels and Garment Condition

Customers should tell us about:

• delicate fabrics;
• known damage;
• loose buttons;
• damaged zips;
• colour problems;
• previous repairs;
• special care instructions;
• valuable or unusual garments.

Where possible, we follow garment care labels and use professional judgement.

Some garments may contain hidden defects, weak fabric or manufacturer issues that are not visible before cleaning.

Nothing in these Terms removes the customer’s statutory rights where our service has not been carried out with reasonable care and skill.

14. Items Left in Pockets

Customers should remove personal belongings from pockets before collection.

We will take reasonable care when handling garments, but customers should not intentionally leave:

• cash;
• jewellery;
• keys;
• electronics;
• documents;
• medication;
• valuables

inside garments or laundry bags.

If we find an item, we will make reasonable efforts to return it.

15. Delicate, Valuable and Designer Items

Customers should tell us before cleaning if an item is:

• unusually valuable;
• designer;
• vintage;
• handmade;
• sentimental;
• made from unusual materials.

We may recommend a specialist process, request additional information, or decline an item where we believe normal treatment carries unreasonable risk.

16. Alterations

Alteration prices and completion times depend on the work required.

Examples may include:

• trouser shortening;
• waist adjustments;
• sleeve shortening;
• repairs;
• zip replacement;
• garment reshaping.

Where measurements or fittings are required, customers are responsible for providing accurate information or attending any required fitting.

Major changes requested after alteration work has started may be treated as additional work and priced accordingly.

17. Complaints and Re-Cleaning

If you are unhappy with a service, please contact us as soon as reasonably possible.

We may ask to inspect the item and, where appropriate, may offer:

• re-cleaning;
• repeat performance;
• another suitable remedy.

Under UK consumer law, customers may have rights to repeat performance or a price reduction where a service has not been carried out properly.

18. Lost or Damaged Items

We take reasonable care of items while they are in our possession.

If you believe an item has been lost or damaged while under our care, please contact us promptly and provide:

• order number;
• description of the item;
• photographs where available;
• proof of purchase/value where reasonably available.

Claims will be assessed fairly based on the circumstances, garment age, condition and applicable consumer law.

19. Refunds

Refunds will be considered where appropriate based on:

• the service provided;
• whether repeat performance is possible;
• the circumstances of the complaint;
• applicable consumer rights.

Nothing in these Terms affects statutory consumer rights.

20. Commercial Customers

Business/commercial customers may be subject to separate pricing, service levels and contractual arrangements.

Where a separate written commercial agreement exists, that agreement may take precedence over these consumer Terms for the relevant business services.

21. Website Information

We make reasonable efforts to keep:

• pricing;
• service information;
• turnaround times;
• offers;
• service areas

accurate and up to date.

If an obvious website error occurs, we will aim to correct it and notify affected customers where necessary.

Material changes affecting an existing confirmed order will not simply be imposed without appropriate notice or agreement.

22. Privacy

Personal information is processed in accordance with our:

Privacy Policy
and
Cookie Policy

23. Events Outside Our Reasonable Control

We will not be responsible for delays caused solely by circumstances reasonably outside our control, such as serious weather disruption, major transport disruption or other exceptional events.

This does not remove any rights that customers have under applicable law.

24. Changes to These Terms

We may update these Terms from time to time.

The latest version will be available on our website with the date of the most recent update.

Changes will apply to future orders unless otherwise stated.

25. Governing Law

These Terms are governed by the laws of England and Wales.

Customers retain any mandatory rights they have under applicable consumer law.

26. Contact Us

For questions, cancellations or complaints:

My Dry Cleaners
18 Tooting Bec Rd
London SW17 8BD
United Kingdom

Phone: 07702 024660
Email: Info@mydrycleaners.co.uk