Terms & Conditions | Citi Laundry

These Terms and Conditions apply to any services booked online, by phone, text, and email. By accessing this website or making a booking you agree to be bound by the terms and conditions below. These Terms and Conditions are subject to change without notice, from time to time in our sole discretion. We will notify you of amendments to these terms and conditions by posting them to this website. If you do not agree with these terms and conditions, please do not access this website.

1. About Us

Our site www.citilaundry.co.uk is operated by CiTi Laundry trading name of BNB LAUNDRY LTD. We are registered in England and Wales under company number 15457309 and our registered office and main trading address is at 63 Loveridge road, London, NW6 2DR.

2. Contract

2.1 These Terms and Conditions represent a contract between BNB LAUNDRY LTD and the Client.
2.2 The Client agree that any use of the Company's services, including placing an order for services by telephone, email, website forms shall constitute the Client's acceptance of these terms and conditions.
2.3 No variation or alteration of these terms and conditions shall be valid unless approved in writing by a director of the company.

3. Personal Information and Registration

When registering to use our website you must set up a username and password. You remain responsible for all actions taken under the chosen username and password and undertake not to disclose your username and password to anyone else and keep them secret. We retain and use all information strictly under the Privacy Policy.

4. Services

4.1 Laundry

4.1.1 Washing Process

Standard wash at 30°C, tumble dry at medium heat
Shrinkage & colour bleeding are not covered for compensation
The service does not include pre-check or treatment of stains
It's a customer responsibility to ensure that items are suitable for machine washing and tumble drying
We cannot be held responsible for damage to non-washable items

4.1.2 Bag Weight & Pricing

Minimum weight: 6kg
Additional weight is charged per current pricing rates

4.1.3 Excluded Items

Laundry Service does not cover:

Duvets, blankets, and bedspreads
Dry-clean-only garments

4.2 Laundry & Ironing

Our laundry & ironing service includes individual attention to each item including stain treatment, professional washing and ironing. Your items will be machine washed at 30°C, tumble dried, and ironed.

4.2.1 Suitable Items

All items that can be machine washed, tumble dried and ironed.

4.2.2 Unsuitable Items

Dry clean only items
Leather or suede
Items with Special care requirements
All type of shoes
Pet items
Items that are unsuitable for machine washing, tumble drying and ironing

4.3 Dry Cleaning

Your items will be dry-cleaned and ironed without water or harsh detergents. Each item receives individual attention and appropriate treatment based on fabric type and care requirements. Please inform our customer support team of any specific concerns or special care instructions when booking.

4.3.1 Suitable Items

All items that can be dry-cleaned and ironed. Typical items include:

Suits, shirts, dresses, silk garments, wool items, cashmere etc.

4.3.2 Unsuitable Items

Items that are unsuitable for dry-cleaning and ironing
Heavy blankets and duvets
All type of shoes
Workwear

4.4 Ironing

The service is only applicable to washed items that can be ironed. Some typical items include shirts, trousers, suits, dresses, bedsheets etc.

4.4.1 Suitable Items

Everyday items that can be ironed such as:

Shirts and blouses, trousers and slacks, suits and blazers, casual shirts, t-shirts, jeans and chinos, dresses, skirts, bedsheets, pillowcases

4.4.2 Unsuitable Items

Unwashed or soiled items
Extremely creased items (please select Wash & Iron service)
Heat-sensitive fabrics

4.5 Duvets & Bulky Items

The cleaning process will vary between each item requirement. Please note that some items may require up to 72 hours to process.

4.5.1 Suitable Items

Large items that cannot be cleaned in a regular wash and require special attention. Some typical items include:

Duvets, mattress protectors and blankets

4.5.2 Unsuitable Items

Sheets, Duvet covers, pillowcases and towels

4.6 Linen Hire & Bedding Laundry Services

The company reserves the right to amend an initial quotation, should the client's original requirements change.

4.6.1 Linen Hire

The hiring period is for 15 Days, after which collection need to be arranged. The linen supplied by us will be carefully examined for stains prior to be handed over to the customer. Thus, we expect our linen to be returned free of stains and damages that would make the product unusable. The client agrees not to wash our linen as this may cause damages.

4.6.2 Laundry Services for Bedding

Stain removal from bed and bath linen is not always possible, hence cannot be guaranteed. In these circumstances we won't be able to offer a complimentary re-clean.

5. Liability for Damage, Shrinkage & Colour Bleeding

5.1 Colour Transfer & Fabric Damage

Some fabrics and dyes react unpredictably, even when care labels are followed. CiTi Laundry is not liable for:

Colour bleeding, fading, or dye transfer
Fabric deterioration due to wear, age, or previous treatments
Damage caused by zippers, buttons, embellishments, or trims

6. Our Rights to Cancel an Order

6.1 Circumstances for Cancellation

We may cancel your order and subsequently the contract formed between us under the following circumstances:

As a result of an event outside of our control
If you fail to make the items available for collection as agreed within the order confirmation
If we consider any item not to correspond with the order placed and accepted, is damaged, contains no item description or cleaning instructions or does not fall within the specified items which we accept

If we cancel your order, we will notify you in writing by email as quickly as practicable. You will not incur any charges for cleaning already carried out. We will ensure items are delivered back to you at the original delivery time or as soon as reasonably practicable.

7. Delivering Your Goods

We always aim to deliver your goods within the delivery slot we have agreed with you, but we cannot accept liability if we deliver the goods outside of this slot or don't deliver all or any of the goods in your order. Instances where it may not be possible to deliver your order may include (but not limited to):

Where our driver believes it is unsafe or impractical to approach the property
Where our driver believes it is unsafe to deliver due to an uncontrolled/dangerous dog
Where our driver cannot deliver to the property due to bad weather
If nobody is at the property to accept the goods

8. Payments

8.1 Payment Methods

We only accept card payments for our products and services. We use Stripe payment platform, and we don't store customers payment card details.

9. Claims and Complaints

9.1 Complaint Resolution

We try to avoid any dispute, so we deal with complaints as follows: If a dispute occurs, customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 days.

10. Liability

10.1 Limitations of Liability

We will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into a contract for the Services.

We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:

Failure to notify us of any special requirements or instructions for cleaning the Item
The fact that the Item has no label indicating cleaning instructions
Any existing damage to the Item at the time of collection
Any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags

10.2 Indirect Losses

Whilst We take every care to deliver your order, we cannot be liable for any indirect or consequential loss or damage or loss of profits or reliance You had in having the goods delivered to you, arising out of our supply or failure to supply the goods to you.

11. Loss & Damage Compensation Policy

11.1 Reporting Claims

11.1.1 Claims must be reported within 48 hours of delivery.
11.1.2 CiTi Laundry follows the Textile Services Association (TSA) Fair Compensation Guidelines.

11.1.3 Compensation Structure

Item Age	Compensation (% of Original Value)
Under 6 months	Up to 80%
6 months – 1 year	Up to 60%
1 – 2 years	Up to 40-50%
Over 2 years old	Compensation limited to cleaning cost

11.1.4 Compensation Cap

Claims are capped at the lower of:

£50 per item, OR
10x the cleaning cost, unless declared at booking

If an item is worth over £500, the customer must provide proof of purchase.

11.1.5 No Compensation for Wear & Tear

We do not compensate for:

Pre-existing damage
Fading, thinning fabric, or ageing effects
Previous dry-cleaning errors or unreported stains

12. Customer Obligations

12.1 Customers must check pockets for hazardous items (e.g., pens, keys).
12.2 CiTi Laundry is not liable for damage caused by foreign objects left in garments.
12.3 Customers must provide accurate collection & delivery details.

13. Cancellations

Customer agrees to pay the full price for the products and services if the customer changes the date/time less than 48h prior to the scheduled appointment.

14. Dispute Resolution & Governing Law

14.1 These Terms are governed by English law.
14.2 Mediation must be attempted before legal action.
14.3 If a dispute proceeds to court, it must be filed in England & Wales.