Terms and Conditions
Please read all these terms and conditions.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with.
Unless you accept these Terms (by ticking the acceptance box before you place an order, you will not be able to place an order.
Spotlex reserve the right to change the Terms from time to time. We will notify you of any changes which may affect you by email.
These Terms and Conditions will apply to the purchase of the services by you (the Customer or you).
We are Spotlex Ltd a company registered in England and Wales under Company registered number 11350371. Registered office is at Kempt House 160 City Road, London, EC1V 2NX (the Supplier or us or we).
These are the terms on which we sell all Services to you. By ordering any of the Services, you agree to be bound by these Terms and Conditions. You can only purchase the Services from the Website and our App if you are eligible to enter into a contract and are at least 18 years old.
The Terms restrict our liability to you in certain circumstances.
Contract means the legally-binding agreement between you and us for the supply of the Services;
Event outside our Control any occurrence or circumstances over which we have no control including the unavailability of any service, provider or key materials without which we are unable to provide the services;
Goods mean any goods that we supply to you with the Services, of the number and description as set out in the Order;
Item any garment or article collected from you in connection with an order;
Order means the Customer’s order for the Services submitted on the Application;
Services means the personal dry cleaning or laundry services collected from and delivered to your nominated address;
Service Providers any third party we contract with in order to assist us in providing and fulfilling the laundry services;
Terms means these Terms and Conditions as amended from time to time;
We/Our/Us means Spotlex a company registered in England and Wales under Company registered number 11350371. Registered office is at Kempt House 160 City Road, London, EC1V 2NX
, Website means our website www.spotlex.co.uk on which the Services are advertised.
3. Placing an Order with us
When placing an order with us, please ensure that you have checked the details of your requirement before submitting it. We will not be liable to you for errors or omissions you make. Each item needs to be correctly identified. If you have made a mistake, please contact us immediately so we may rectify this for you. A contract is only formed between us once we have sent you an Order acceptance. This email will include your billing information.
Each order will be assigned an order number and inform you of it when We accept the Order. This order number needs to be quoted in all correspondence and contact with us.
All Services which appear on the Application are subject to availability. If we are unable to fulfil your order, we will notify you in writing as soon as practicable.
4. Changes to an Order
Changes can be made to an order four hours prior to collection or delivery time as set out in the order acceptance. Changes can be made by contacting our Customer Care at info@ Spotlex.co.uk or send us a text message quoting your order number with details of your queries
We may make changes to your order as an alternative to cancellation at our discretion but with your consent. Where changes are made to an Order We will re-issue the Order confirmation to you via email and text message.
5. Cancelling or rescheduling order
You have a right to cancel or reschedule your order only under the following circumstances:
Up to four hours prior to collection or delivery time as set out in the order acceptance email
After we have collected your item (s), if we have been affected by an event outside of our control by contacting our customer care at firstname.lastname@example.org
You acknowledge that once an Item has been collected from you, we have begun providing the Services to you and that any rights of cancellation or rescheduling you may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.
Cancelling or rescheduling your order less than four hours before a collection or failing to be present for collection will incur a £10 additional charge.
Rescheduling your delivery less than four hours before a delivery or failing to be present for delivery will also incur a £10 additional charge.
6. Our rights to cancel an order
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; or
If you fail to make the items available for collection as agreed within the order confirmation
If we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded items please refer to https://www.spotlex.co.uk/faqs/.
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 or phone 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. Customer responsibilities
You must co-operate with us in all matters relating to the Services, provide us with all information required to perform the Services.
Failure to comply with the above is a Customer default which entitles us to suspend performance of the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.
8. Collection and Delivery
We will endeavour to collect and deliver cleaned items to you at the times specified in the order acceptance. However, we do not guarantee to do so. Any delay in our performance of collection and delivery, will be communicated to you as quickly as possible by email or text message
If you are unavailable to accept delivery of items, we will contact you to rearrange a suitable time.
When re-delivery is attempted and you are not available at the designated time, we apply a re-delivery charge of £10 for each re-delivery attempt. We will endeavour to agree a mutually agreeable re-delivery time with you.
In cases where delivery is urgent, it is the customer’s responsibility to arrange collection from us with a *courier.
Failure to accept delivery of items after 90 days from date of order acceptance will cancel the contract between us and we may dispose of the item or donate it to an accredited charity of our choice.
You may give us permission, in writing, to leave an item in a specified secure location without providing us with a signature of acknowledgement. If you do so, it is at our discretion and entirely at your own risk and we will not be liable to you under any circumstances for damage, theft or loss or items delivered under this clause.
We only offer 24-hour service in certain locations and may be affected by items and services selected.
9. Standards of Service
All our work is conducted in line with good industry standards, reasonable skill and care.
We will not be held liable for any delay or non-performance of services where it is shown you have failed to provide us with accurate information at the time of order placement. We cannot accept an order that has an incomplete or inaccurate address or if you fail to accept delivery of items as specified in your order.
We will contact you in the event the item (s) sent to us is of a higher risk of damage including but not limited to:
Items with special requirements or instructions for cleaning
Items where there are no cleaning guidelines present
Items which are damaged or stained
Items containing extraneous or hazardous materials, including pins, jewellery, coins, pens, etc. We provide the services to you at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items.
10. Laundry -Wash and Dry (6kg) Orders
Checking Items :
Please ensure to thoroughly check all the garments for hazardous items, e.g. coins, pens, keys, etc. as we accept no responsibility for any items lost or damaged as a result of the cleaning process
Washing and Drying/ironing Process :
The load is washed at a 30 degree cycle and tumble dried on a medium heat. As we process a high volume we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that some items are not ironed.
Colour Separation :
We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
Bag Size and Weight :
We will measure the laundry by weight. The minimum weight is 6kg and every kg over 6kg we will charge accordingly. We will update this after we have weighed it at the facility or at collection point and you will receive a confirmation email if necessary . Any order slightly under the minimum weight will be rounded up to 6kg and there is an extra charge per kg once the limit is exceeded
Damaged Items :
We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments that need to be specially treated, i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried.
Excluded Items :
The Wash and Fold will not include any Duvets, blankets or bed spreads. If these are included, then it will be added as an individual product under a new order and your bill will be amended accordingly.
Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
We employ a special cleaning programme for all curtains, however, there are some inherent risks such as:
- Shrinkage of up to 4% may occur. This is roughly equivalent to 4″ on curtains 8’6″ long.
- Sunlight, age, general wear and tear and certain atmospheric conditions will have weakened the fabrics which would cause them to shred during the cleaning process.
- Some glazed fabrics will become fully or partially de-lustered.
- Cleaning will remove soiling which may reveal: sunlight, yellowing of fabric through smoke damage, colour loss caused by wear, condensation ‘tide’ marks, hidden staining.
Curtains with rubberized linings / blackout linings / therma linings :
Even though your curtains may have a dry clean only label on, there still may be problems during cleaning.
This material may have been tested for suitability for dry cleaning or laundry when new and passed the test.
After being exposed to sunlight the material may start to break down and when cleaned may de-laminate. We cannot foresee this before cleaning.
Linings are used to preserve your curtain material from sunlight. So linings usually wear out before your curtains. This can also cause your linings to tear in the cleaning process. The cost of replacing linings is far less than the cost of replacement the curtains themselves.We shall not be held liable for any damage as such .
12. Bulk Ironing Service
We offer a Bulk Ironing Service. Once items are received, they will be re-weighed and the customer invoice will be updated if required. Customers are encouraged to check their updated invoice to ensure they are aware of any price changes
13. Monthly Membership Plans
We offer a Monthly Membership contract which includes 4 pickups per 30 days. Once the 4 pickups or 30 days has expired, the membership will cease and a new monthly contract needs to be purchased for the next period. Any package cannot be brought forward to the next month and must be used in the four-week period.
14. Personal information and Registration
When registering to use the 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 may contact you by using e-mail or other electronic communication methods and by pre-paid post and you expressly agree to this.
Garment Damage Policy: Whilst every care is taken handling your clothes, if you believe that we have damaged your garments in an anyway please contact as within 24 hours. We will do our best to resolve the situation. We will investigate thoroughly and if we feel that we were at negligent, we shall pay fair compensation based upon the current value of the garment. This is usually around 5-10 times the cost of the dry cleaning.
Our damage policy is in line with the Office of Fair Trading recommendations.
15. How we may use your personal information
16. Fees and Payment
Upon placing an Order we capture the payment but do not directly charge your card although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning. If your final total is greater than your captured total (i.e. we need to update your Order accordingly) it may show on your recent transactions but the captured amount will be released when we have taken the full payment. We will take payment from the debit or credit card, details of which were supplied with your Order. If for any reason we are unable to take payment you will become liable to Us for the sum due plus interest at the rate 3% a year above the base lending rate of Barclays Bank PLC from the time to time. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay us interest together with any overdue amount.
The fees (Fees) for the Services, the price of any Goods (if not included in the Fees) and any additional delivery or other charges is that set out on the Application at the date we accept the Order or such other price as we may agree in writing. Prices for Services may be calculated on a fixed price or on a standard daily rate basis.
Fees and charges include VAT at the rate applicable at the time of the Order. However, if the rate of VAT changes between the date we accept your Order and the date of payment, we will have to adjust the rate of VAT that you pay
You must pay by submitting your credit or debit card details with your Order and we can take payment immediately or otherwise before delivery of the Services.
The price of the Services will be set out in our price list as set out at www. Spotlex .co.uk/pricing and will be the price in force at the time you place your Order. Our prices may change at any time, but price changes will not affect Orders that we have accepted prior to the increase
17. Our liability to you
In the unlikely event of loss or damage to an item Spotlex will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
This indicates that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. We reserve the right to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
Subject to the following, we will be compensating for loss or damage which is due to Our Negligence.
We will not be responsible for any single item valued at more than £500 unless we have received (and acknowledged) notification via email to info@ Spotlex.co.uk
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
We do not exclude or limit in any way Our liability for:
Death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
Breach of the terms implied by the Supply of Goods and Services Act 1982 (title and quiet possession);
Defective products under the Consumer Protection Act 1987.
We will not be liable for any consequential loss.
We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).
18. Prepaid items
Prepaid items offer a discounted, bulk rate. You do not need to order all items in a single order.
You can use prepaid items in any order but a minimum order of £15 will apply.
Prepaid items are non-refundable.
Prepaid items can only be redeemed on the account in which the purchase was made from and cannot be exchanged or traded.
Prepaid items are valid for a specific period from the date of issue.
Prepaid items are already discounted. Customers cannot use further discounts or vouchers when purchasing prepaid items.
You can only use only one type of prepaid items per order.
19. Loyalty Scheme
You earn 1 point for every £1 spent per order transaction. For example, if you spend £13.20 you will earn 13 points. You will receive your £10 Discount code via email once you reach 250 points
Discount code cannot be used by creating multiple IDs or address. Restricted one-time use per account customer.
Two discount code cannot be used at the same time.
If the order has been placed by using the discount code, the loyalty points will not be allocated. Loyalty points only can add up once the order has been placed without using any discount code.
Maximum cap on each discount code is 15.00 GBP.
20. Quality Guarantee
Each and every item is checked before it is delivered to you. If for any reason you are not happy, please contact us within 24 hours from delivery and we guarantee to re-clean your items free of charge. Any complaints under this clause 15 made outside of 24 hours will be considered on a case by case basis at our discretion.
To request re-cleaning for your items, please email our Customer Care team, outlining the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.
The original dry cleaning ticket must still be attached to the items being returned for re-cleaning and only applies to individual items cleaned by Spotlex.
If we cannot remove a stain customer will be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.
22. Coupons & Promotions
Coupons and promotions are subject to expiry dates and may vary from time to time and may be withdrawn without warning.
Spotlex Coupons are subject to our full-service terms and conditions and website terms and conditions.
Coupons cannot be used in conjunction with any other Spotlex offer or promotion. Coupons cannot be used in conjunction with any package that is categorised as a laundry service.
Only one Coupon can be used in one transaction.
Coupons are strictly non-transferable, and have no cash value. Selling of Coupon will render it void.
We reserve the right to reject a Coupon with reasonable cause.
Coupon can be redeemed at checkout by entering the code found on the Coupon.
When using a Coupon, the minimum order value is £15 or otherwise specified, including the Coupon.
Coupon must be used within 24 hours of activation.
Coupons are limited to one per household
Coupon cannot be applied to shop items
Coupon cannot be applied to bundles, as these bundles are already heavily discounted.
If an existing customer refers a friend (a new customer) using the direct mail Coupon card, we will give the referrer a £10 Spotlex Coupon. The referred friend (customer) will also receive a £10 spotlex Coupon for first order. The minimum order value for orders using a direct mail gift card is £15, including the Coupon.
To benefit from the referral offer, the existing customer must use the referral code created in the code printed on the direct mail Coupon card.
The existing customer will only receive their referral Coupon once the referred friend has completed a transaction and the order payment has been processed successfully. Coupon codes will be issued by email.
Referral Coupon will not be issued for installations. Spotlex will only accept referrals for new customers.
The minimum order value for orders using a referral Coupon code or a referral reward Coupon code is £15, including the coupon.
Referral Coupons cannot be used in conjunction with any other customer offer or promotion. Referral Coupons cannot be used in conjunction with shoe repair or alteration services.
Referral Coupons are issued on and limited to a one per household basis.
We have a legal duty to supply the Goods in conformity with the Contract, and will not have conformed if it does not meet the following obligation.
Upon delivery, the Goods will:
- be of satisfactory quality;
2.be reasonably fit for any particular purpose for which you buy the Goods which, before the Contract is made, you made known to us (unless you do not actually rely, or it is unreasonable for you to rely, on our skill and judgement) and be fit for any purpose held out by us or set out in the Contract; and
- conform to their description.
It is not a failure to conform if the failure has its origin in your materials.
We will supply the Services with reasonable skill and care.
In relation to the Services, anything we say or write to you, or anything someone else says or writes to you on our behalf, about us or about the Services, is a term of the Contract (which we must comply with) if you take it into account when deciding to enter this Contract, or when making any decision about the Services after entering into this Contract. Anything you take into account is subject to anything that qualified it and was said or written to you by us or on behalf of us on the same occasion, and any change to it that has been expressly agreed between us (before entering this Contract or later).
25. Duration, termination and suspension
The Contract continues as long as it takes us to perform the Services.
Either you or we may terminate the Contract or suspend the Services at any time by a written notice of termination or suspension to the other if that other:
1.commits a serious breach, or series of breaches resulting in a serious breach, of the Contract and the breach either cannot be fixed or is not fixed within 30 days of the written notice; or
2.is subject to any step towards its bankruptcy or liquidation.
On termination of the Contract for any reason, any of our respective remaining rights and liabilities will not be affected.
26. Successors and our sub-contractors
Either party can transfer the benefit of this Contract to someone else, and will remain liable to the other for its obligations under the Contract. The Supplier will be liable for the acts of any sub-contractors who it chooses to help perform its duties.
27. Circumstances beyond the control of either party
In the event of any failure by a party because of something beyond its reasonable control:
- The party will advise the other party as soon as reasonably practicable; and
2.The party’s obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer’s above rights relating to delivery (and the right to cancel below).
28. Governing law, jurisdiction and complaints
The Contract (including any non-contractual matters) is governed by the law of England and Wales.
Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.
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.
Do you still have a question for us?
Feel free to contact us at email@example.com ,send us SMS to 07478221373 or give us a call on 02071125196.