Terms & Conditions

1. Definitions
“Company”, “we”, “us”, “our” refers to Dulais (or the appropriate operating entity).
“Customer”, “you”, “your” refers to the individual or business placing an Order.
“Services” means laundry, dry cleaning, ironing, alterations, specialist cleaning, commercial laundry, collection & delivery, and any related services provided by us.
“Order” means a request placed by you for our Services via our website, phone, email, app, or in person.

2. Contract Formation
2.1. By placing an Order with us, you agree to be bound by these Terms.
2.2. A contract is formed when we confirm acceptance of your Order by email, SMS, app notification, or in writing.
2.3. We reserve the right to refuse any Order at our discretion.

3. Collection and Delivery
3.1. We will make reasonable efforts to collect and deliver your items at the agreed times.
3.2. We are not liable for delays caused by circumstances outside our control (traffic, weather, accidents, breakdowns, etc.).
3.3. Collection and delivery are only available within our designated service areas, which may change from time to time.
3.4. If you are unavailable during the scheduled collection or delivery window, you may be charged a no-show or re-delivery fee.

4. Orders and Pricing
4.1. Prices are displayed on our website or price list and may change without notice.
4.2. We reserve the right to change prices at any time. Any price changes will apply to new Orders only and will be clearly communicated before processing.
4.3. A minimum order value may apply for collection and delivery.
4.4. Any additional charges (e.g., stain removal, specialist treatment, heavy soiling) will be confirmed before processing.

5. Customer Responsibilities
5.1. You must ensure all items are suitable for the service requested. For example, “dry clean only” items must not be included in a wash service.
5.2. All pockets must be emptied before handing over items. We are not responsible for damage or loss caused by personal effects left in garments (e.g., pens, money, jewellery, keys, earphones).


5.3. Wash, Dry & Fold Service:
• Items are not individually tagged.
• Garments are washed together in bulk.
We cannot accept responsibility for missing items, shrinkage, colour transfer, or dye bleeding.
5.4. You must notify us as soon as possible if you have made an error in your Order.
5.5. You must ensure items are handed over in a reasonable condition. We do not check for pre-existing damage.

6. Stain Removal
6.1. We will use reasonable skill and care to attempt stain removal.
6.2. We do not guarantee stain removal.
6.3. No refunds or compensation will be offered for unsuccessful stain treatments.

7. Liability and Compensation
7.1. We handle all items with reasonable care; however, our liability is limited as follows:
• Maximum liability: £50 per item or the fair value of the item, whichever is lower.
7.2. Fair value considers the item’s age, condition, brand, and market value at the time of damage or loss.
7.3. We are not liable for:
• Normal wear and tear, shrinkage, fading, or texture changes
• Weakening of fabric due to age or incorrect care labels
• Manufacturer defects, faulty stitching, or heat-sensitive trims
• Items submitted for the wrong service
• Missing items from wash–dry–fold Orders
• Colour run or damage when care labels are missing or incorrect
7.4. Claims must be submitted within 48 hours of receiving your items.

8. Payments
8.1. Payment must be made at the time of placing an Order unless otherwise agreed.
8.2. We reserve the right to withhold items until full payment has been received.
8.3. Refunds are issued at our discretion.

9. Cancellations and Amendments
9.1. Orders may be cancelled or amended prior to collection if reasonable notice is given.
9.2. If an Order is cancelled after collection, we may charge a handling or processing fee.
9.3. Re-delivery due to customer unavailability may incur an additional charge.

10. Limitation of Liability
10.1. To the fullest extent permitted by law, we are not liable for indirect, special, punitive, or consequential losses, including loss of profit, business interruption, inconvenience, or emotional distress.
10.2. Our total liability for any Order will not exceed the value of that Order.

11. Force Majeure
We are not liable for delays or failure to perform our obligations due to events beyond our reasonable control, including but not limited to:
• Natural disasters
• Strikes or labour disputes
• Transport disruption
• Power failures
• Government restrictions

12. Changes to Terms
12.1. We may update these Terms at any time.
12.2. Updated Terms apply to new Orders from the date they are published.
12.3. Continued use of our Services constitutes acceptance of the revised Terms.

13. Governing Law
These Terms are governed by the laws of England and Wales.
All disputes shall be resolved exclusively by the courts of England and Wales.

14. Courier Services and Transit Responsibility 
14.1. We are not responsible for any lost, delayed, or damaged items while in the possession of third-party courier or delivery services.
14.2. If you send items to us using a courier, responsibility for the items remains with the courier until they are delivered to our premises. Any investigations or claims must be raised directly with the courier.
14.3. If items are dispatched by us using a courier, responsibility for the items transfers to the courier at the point of collection from our shop or facility. We accept no liability for loss, delay, or damage once the courier has collected the items.
14.4. We may assist by providing tracking information or dispatch details, but we are not responsible for handling or managing courier investigations or claims.