Terms And Conditions


These Terms will apply to any Order we accept from you via the our website, mobile app, sms or any other platform. Please note that unless you accept these Terms, you should not be placing an Order 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 when you set up your account, you will not be able to place an order. Prime Laundry reserve the right to change the Terms from time to time. We will notify you of any changes which may affect you by email.


App: Prime Laundry 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. Item: any garment or article collected from you in connection with an Order : your order for the Services as set out in the order form submitted via the Prime Laundry App. Services: personal dry cleaning or laundry services collected from and delivered to your nominated address. Service Providers: we are at our facility (78 Plough Rd, Battersea, London, SW11 2AR) provides the Services. Terms: these terms and conditions as amended from time to time; and We/Our/Us: Prime Laundry Limited, company number: 13005295. Our registered office is at 78 Plough Rd, Battersea, London, SW11 2AR. Website: means our website www.Primelaundry.co.uk on which the Services are advertised.


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. 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


Changes can be made to an order 2 hours prior to collection or delivery time as set out in the order acceptance. Changes can be made by app (my order option), by website (my order option) or by contacting our Customer Care at [email protected]. We may make changes to your order as an alternative to cancellation at our discretion but with your consent. Any changes to your order will be confirmed in writing by email or text.


Changes can be made to an order 2 hours prior to collection or delivery time as set out in the order acceptance. Changes can be made by app (my order option), by website (my order option) or by contacting our Customer Care at [email protected]. We may make changes to your order as an alternative to cancellation at our discretion but with your consent. Any changes to your order will be confirmed in writing by email or text.


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.


Subject to paragraph 12, We will use reasonable endeavours to collect and re-deliver Items at the times specified in the Order but we cannot guarantee to do so. We will use reasonable endeavours to communicate any delay to you by phone or email. If you are not available to accept re-delivery of Items, we will contact you by phone or email to arrange re-delivery at your convenience. If delivery is not possible due to customer being unavailable at the designated time, a re-delivery charge of £5 will be charged for each consequent attempt of delivery as set out in paragraph 5 Prime Laundry will endeavour to find a suitable re-delivery time. However, if a re-delivery is urgent, it is the customers responsibility to organise a same day courier or collection from the Facility. If you have failed to accept or arrange re-delivery of an Item for more than 90 days after the re-delivery date specified in the Order we may dispose of the Item or donate it to an accredited charity of Prime Laundry’s choice. You may arrange to have Items collected from, or re-delivered to, our facility, on condition that you do so at your own risk and our facility is prepared to sign an acknowledgement on your behalf. You may, by written instructions to us, request us to leave an Item in an agreed 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 shall not be liable to you for any damage or loss of Items re-delivered on this basis.


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 sent to us is of a higher risk of damage including but not limited to: – Items requiring special treatments 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 we may, with your consent, agree to provide the services regardless of the risk of damage.

Wash and Fold Orders:

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 Process The load is washed at the temperature as set out in our temperature choosing service within our preferences section, then tumble dried where appropriate at a medium heat. Please note that the 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. We will update this after we have weighed it at the facility. Any orders below 6kg will be charged at the Wash, Tumble Dry & Fold price.

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, bath mat or bedspreads. If these are included, then it will be price per items 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.


The price of the Services will be set out in Our price list as set out in the App or at https://primelaundry.co.uk pricing 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 in accordance with paragraph 3. Our prices include VAT. 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. 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 Monzo bank 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 judgment. You must pay us interest together with any overdue amount.