Terms and Conditions of Service

1. Definitions

In these Terms and Conditions ("Terms"), the following words have the meanings set out below:

• "Company", "we", "us", "our" means Barcelona Wash SL, operating the laundry service brands Barcelona Wash (barcelonawash.com) and MadridWash (madridwash.com).
• "Customer", "you", "your" means the individual or entity placing an order for our Services.
• "Services" means the laundry collection, washing, drying, folding, and delivery services offered by the Company.
• "Order" means a request for Services submitted by the Customer through our website, application, telephone, or any other channel authorised by us.
• "Manifest" means the written or digital list of items handed over by the Customer to our courier at the time of collection, recording the quantity and description of each garment or item.
• "Delivery" means the return of cleaned items to the Customer at the agreed address.

2. Acceptance of Terms

These Terms govern all Orders placed with us. By placing an Order, the Customer confirms that they have read, understood, and agree to be bound by these Terms in their entirety.

We reserve the right to update or amend these Terms at any time. The version in force at the time an Order is confirmed applies to that Order. The current version is always published on our websites.

These Terms do not affect your statutory rights as a consumer under Spanish law, including the rights conferred by Royal Legislative Decree 1/2007, of 16 November (Ley General para la Defensa de los Consumidores y Usuarios).

3. Formation of Contract

The submission of an Order by the Customer does not constitute a binding contract. A contract is formed only when we send you a written confirmation (by email or in-app notification) confirming acceptance of your Order.

We reserve the right to decline any Order at our sole discretion, including where capacity is unavailable, the collection address is outside our service area, or the items are not suitable for our Services. Where we decline an Order, any payment already made will be refunded in full.

It is your responsibility to ensure that the information provided at the time of booking — including contact details, collection and delivery addresses, and any specific instructions — is accurate and complete.

4. Description of Services

4.1 What we offer

We provide a pick-up and delivery laundry service consisting of:

• Collection of garments and textile items from a Customer-specified address within our service area;
• Machine washing and drying in accordance with the care labels on each garment;
• Folding and return delivery to the specified address.

Unless otherwise expressly confirmed in writing at the time of booking, our Services are wash and fold only. We do not offer ironing, pressing, dry-cleaning, or specialist stain-removal treatments as part of our standard service.

4.2 Service packages and wash profiles

Our Services are sold as fixed packages (not by weight or volume). The wash and dry profile applied depends on the package selected:

• Standard package — machine washed at 30°C, tumble dried at 90°C.
• Delicate package — machine washed at cold (15°C or below), tumble dried at 50°C. Suitable for delicate fabrics as indicated on care labels.
• Colour Separation package — machine washed at 30°C, tumble dried at 90°C; or at cold (15°C or below), tumble dried at 50°C if combined with the Delicate package. In this package whites and colours are washed separately, ensuring no dyeing of white clothes.

Items are not separated by colour (whites, darks, colours) as a standard process. Except where the Colour Separation package has been purchased, we do not guarantee against colour transfer and exclude liability for dye-transfer damage (see clause 8).

4.3 Package sizes and item limits

We offer three standard laundry packages, defined by the maximum number of individual items included:

The Customer is responsible for ensuring that the number of items submitted does not exceed the quantity included in the package purchased. Individual items are counted as listed on the Manifest.

If the number of items submitted exceeds the package limit, we will notify the Customer and issue a complementary payment request for the additional items at our standard per-item rate. The Customer must settle this payment request before or at the time of Delivery.

If the complementary payment is not made in time, we reserve the right to apply the wash and dry cycle durations corresponding to that package. In such cases, we accept no liability whatsoever for items returned damp or wet as a result of insufficient drying time caused by the submission of excess items. The Customer assumes full responsibility for any consequence arising from their failure to comply with the item limits of the package purchased.

4.4 Service area and times

Service areas, collection windows, and delivery lead times are indicated on our websites and are subject to operational availability. Estimated times are provided for guidance and do not constitute a binding commitment.

5. Item Manifest — Recording Your Laundry

5.1 The Manifest

After checkout, we will provide you with an item manifest ("Manifest"). The Manifest records the quantity and description of every item included in the laundry handed over to us. It is the sole and binding record of items accepted into our custody.

You must carefully verify the Manifest before the courier departs and ensure that every item you have handed over is correctly listed.

Once the courier has left your premises, the Manifest is final and binding on both parties. Only items recorded on the Manifest are subject to any liability under this contract.

6. Collection and Delivery

We will use reasonable endeavours to collect and deliver your items within the time slot confirmed at the time of booking. Collection and delivery windows are estimated and we shall not be liable for delays caused by traffic, weather conditions, access difficulties, or other circumstances beyond our reasonable control.

It is your responsibility to ensure that an authorised person is present at the collection and delivery address during the agreed window. If no authorised person is available to receive a delivery, we may leave the laundry at the hotel front desk or lobby. We will do our best to record the name of the receiving party, but we are not liable for any damage or theft that may occur once the Delivery has been made.

Risk in the items passes back to you upon completion of Delivery. Delivery is deemed complete when items are physically handed to you or to an authorised representative.

7. Garment Care and Suitability

We process all items in good faith in accordance with the care labels attached to each garment. By including an item in your laundry, you confirm that it is suitable for machine washing and drying under standard conditions.

We will not be liable for damage to items that:

• Bear no care label or an illegible care label;
• Are labelled as dry-clean only, hand-wash only, or not suitable for tumble drying;
• Contain non-washable embellishments (sequins, beads, metal fittings, heat-sensitive prints, glued decorations, etc.) where this was not flagged in writing at the time of booking;
• Are subject to pre-existing damage, wear, discolouration, or fabric weakness not noted at collection.

Items that are excessively soiled, malodorous, infested, or that present a health and safety risk to our staff may be refused at collection or returned uncleaned. In such cases, the full service charge may still apply.

We will not be liable for damage to or loss of foreign objects left inside garments (cash, cards, documents, jewellery, keys, electronic devices, etc.). It is your responsibility to empty all pockets and remove all accessories before handover.

8. Liability for Loss and Damage

8.1 Our commitment

We take reasonable care of all items accepted into our custody and recorded on the Manifest. In the event of loss or damage for which we are responsible, compensation will be calculated in accordance with this clause.

8.2 Items not on the Manifest — absolute exclusion

8.3 Damage claims — strict 24-hour time limit

To submit a valid claim within the 24-hour window, you must:

• Contact us by email or WhatsApp at the address or number in clause 13 within 24 hours of Delivery;
• Identify the affected item(s) by reference to the Manifest;
• Describe the nature and extent of the damage or loss in detail;
• Attach clear photographic evidence of the damage where applicable;
• Retain the item in its returned condition, unworn and unwashed, pending our investigation.

8.4 Compensation

Where we accept liability for a valid and timely claim in respect of an item properly listed on the Manifest:

• The maximum compensation payable is a full order refund;
• Proof of original purchase price (receipt, invoice, or bank statement) must be provided to support any claim.

We do not compensate for: sentimental value; loss of use; indirect or consequential losses; dye transfer between garments except where the Colour Separation package was purchased; natural shrinkage within tolerance; or damage falling within the exclusions listed in clause 7.

8.5 Our liability ceiling

Our total aggregate liability to a Customer arising out of or in connection with any single Order shall not exceed the total value of that Order. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

8.6 Force majeure

We shall not be liable for any delay or failure in performance caused by events beyond our reasonable control, including acts of God, industrial action, government restrictions, utility failures, or pandemics.

9. Quality Guarantee and Re-cleaning

The quality guarantee covers only re-cleaning of the original items. It does not constitute an admission of liability and does not extend to compensation for damage. Where a re-clean does not resolve the issue, your rights under clause 8 apply.

10. Pricing and Payment

Our Services are priced by package, not by weight or volume. Package prices are published on our websites. All prices are stated in Euros and include Spanish VAT (IVA) at the applicable rate, unless stated otherwise.

Payment is collected at the time of booking or upon completion of the service as indicated at checkout. We accept payment by credit or debit card and any other methods displayed at the time of Order. We do not accept cash.

We reserve the right to update our pricing at any time. Price changes do not affect Orders already confirmed.

11. Cancellation

You may cancel a confirmed Order at no charge provided cancellation is made at least 2 hours before the scheduled collection time. Cancellations made after this window may incur a fee equal to the base collection charge.

Once your items have been collected by our courier, the Order cannot be cancelled and the full service charge applies.

As a consumer, you may have a right of withdrawal under Spanish law (Real Decreto Legislativo 1/2007). However, by requesting that Services commence before the expiry of the 14-day withdrawal period, you acknowledge that the right of withdrawal is lost once the service has been fully performed.

12. Data Protection and Privacy

We are committed to protecting your personal data in compliance with Regulation (EU) 2016/679 (GDPR) and applicable Spanish data protection legislation (Ley Orgánica 3/2018, de 5 de diciembre, de Protección de Datos Personales y garantía de los derechos digitales).

12.1 Data controller

The data controller is Barcelona Wash SL, NIF ES6935161V.

Contact: barcelonawash.com | madridwash.com

12.2 Data collected and purpose

We collect and process:

• Name, telephone number, and email address — for booking confirmation, communication, and customer service;
• Collection and delivery addresses — for service fulfilment;
• Payment data — processed securely by our payment provider; we do not store full card details;
• Order history — for account management, billing, and service improvement;
• Marketing preferences — where you have opted in to receive promotional communications from us.

12.3 Legal basis and retention

We process your data on the basis of contractual necessity (Art. 6(1)(b) GDPR), our legitimate interests (Art. 6(1)(f) GDPR), and, for marketing, your consent (Art. 6(1)(a) GDPR). Data is retained for 5 years following your last transaction, or as required by applicable tax and accounting law.

12.4 Your rights

You have the right to access, rectify, erase, restrict, and port your personal data, and to object to processing. To exercise any of these rights, contact us via barcelonawash.com or madridwash.com. You also have the right to lodge a complaint with the Agencia Española de Protección de Datos (aepd.es).

13. Contact and Complaints

For any query, complaint, or claim arising under these Terms:

We will acknowledge complaints within 2 business days and aim to resolve all disputes within 14 calendar days. For unresolved disputes, you may contact the Spanish Consumer Arbitration Board (Junta Arbitral de Consumo) of your autonomous community, or the European Commission's Online Dispute Resolution platform (ec.europa.eu/consumers/odr).

14. Governing Law and Jurisdiction

These Terms are governed by the laws of Spain. For Barcelona Wash orders, any dispute shall be subject to the non-exclusive jurisdiction of the courts of Barcelona; for MadridWash orders, to the courts of Madrid. Nothing in this clause affects your rights to bring proceedings in any other court of competent jurisdiction.

15. General Provisions

Severability. If any provision of these Terms is found invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision will be deemed severed and the remaining Terms will continue in full force and effect.

Entire agreement. These Terms, together with the Order confirmation, constitute the entire agreement between the parties with respect to the Services and supersede all prior representations, agreements, or understandings relating thereto.

Waiver. Failure by us to enforce any provision of these Terms shall not constitute a waiver of our right to enforce it subsequently.

Assignment. The Customer may not assign any rights or obligations under these Terms without our prior written consent. We may assign these Terms to any successor entity without restriction.

Language. These Terms are published in English and Spanish. In the event of any discrepancy between the two versions, the Spanish version shall prevail.

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