How the service works — and what we ask of you

Every booking includes a short item manifest — a list of what is in your bag. We ask you to complete it before collection.

The manifest exists for one reason: some garments need special handling. If an item cannot be tumble-dried, bleeds at high temperature, or requires cold-only washing, we need to know before it goes into the machine. If you do not flag it and it is damaged, we cannot accept responsibility for the outcome.

What to flag on the manifest:

• Items marked "do not tumble dry" or "lay flat to dry"
• Dark or heavily dyed garments that may bleed (red, dark blue, black)
• Delicate fabrics: silk, wool, linen blends, vintage pieces
• Anything with embellishments, sequins, or fragile prints

If the manifest is not completed, we will process the bag on our standard cycle. We will not be liable for shrinkage, colour transfer, or damage to items that required special handling.

If you are unsure about a specific item, note it in the booking comments — we will confirm before collection.

Each bag tier covers a set number of items (Small: up to 24, Medium: up to 36, Large: up to 48). We weigh and count on collection.

If your bag contains more items than your tier allows, the excess items may be returned damp or unprocessed. We do not hold laundry overnight to run a second cycle the next day.

To avoid a wet return: if you think your load is on the edge, book the larger tier. If we arrive and the bag is clearly over the limit, our driver will offer an on-the-spot upgrade at the door — you can accept or ask us to return the overflow unwashed.

We operate same-day. Your bag comes back the same calendar day it is collected, or not at all.

We do not hold laundry overnight, store items between sessions, or run a "next day" cycle on uncollected loads. If a same-day return is not possible (late pickup, missed delivery window, force majeure), we will contact you to arrange re-collection and a fresh same-day cycle — we will not hold your clothes at our facility.

This means: book a window you can receive. If you will not be at the address during the return window, tell us in the booking notes. We can coordinate with reception, a concierge, a portero, a neighbour, or a key safe — but we need to know in advance, not when the driver arrives.

We wash: everyday clothing, sportswear, gym kit, underwear, bed linen, towels, bathrobes, table linen, children's clothing.

We do not wash:

• Dry-clean-only garments (any item with a "dry clean only" care label)
• Leather, suede, fur, or faux fur
• Items marked "hand wash only"
• Heavily soiled items (construction soil, chemicals, biological contamination)

If a dry-clean-only garment is included without flagging, we will return it unwashed. We will not attempt to clean it and will not be liable if it was mixed in with items that ran through a standard cycle.

We handle every bag with care. In the rare event that an item is damaged during our wash cycle, we will assess the claim against the completed manifest.

We accept liability for:

• Damage caused by incorrect wash temperature applied to an item correctly flagged on the manifest
• Loss of an item confirmed as collected (driver collection is timestamped)

We do not accept liability for:

• Damage to items not flagged on the manifest that required special handling
• Colour transfer from items that were not separated on the manifest
• Pre-existing damage to garments
• Items not listed on the manifest that are later reported missing

To make a damage claim, contact us within 24 hours of delivery with a photo of the item and your booking reference.

Cancelling before the pickup window: cancel via the confirmation link at any time before the driver departs — full refund.

Cancelling after the driver has departed: a travel fee applies if the driver has already left our base. We will confirm this amount before deducting.

Missed pickup (you were not there and no alternate arrangement was made): we will attempt to rebook at no charge once. Repeated missed pickups may incur a rebooking fee.

If we miss the pickup (our fault): we rebook at priority, no charge, and if same-day delivery is no longer possible because of our delay, we offer a partial refund on the express add-on if applicable.

All bookings are paid in full at the time of booking, online. We do not accept cash at the door. The price at booking is the final price — no door charges, no surprise fees at delivery.

Upgrades (tier or express) offered at the door by the driver are charged separately and confirmed verbally before the driver accepts the additional load.

If anything on this page is unclear, contact us before booking — not after. We are reachable by WhatsApp, email, and the booking form. We would rather answer a question upfront than deal with a complaint after delivery.