Terms & Conditions

In these Terms & Conditions, “we” means Linen & Laundry Services Limited and “you” means you – our very important and valued customer.  These terms are written so we all know what to expect. Here at Linen & Laundry Services we pride ourselves on our expertise, reliability and flexibility. We endeavour to use our professional expertise and knowledge looking after your items whilst in our care.

By using our service you are deemed to have read our Terms & Conditions and are happy for us to clean your items. All work is undertaken in a professional manner, which is ultimately at the customers own risk.


Payment to be made on collection, where the number of items are known. All prices are inclusive of VAT at the current VAT rate. All prices are subject to change from time to time, we will write to you if this happens with an updated price list. Payment to be made to us in full before we can release items back to you (not applicable to invoice customers). Invoice Customers - payment is due on receipt of invoice. We reserve the right to suspend service if old orders remain unpaid.


Your laundry should be bagged and sorted before bringing to us. If anything should require special attention or be heavily soiled/stained, please bag separately and point this out to us. This way we can pre-treat where necessary. We will do our professional best to achieve the best possible result but it must be noted that not all stains can be removed during our usual processing. Please remember to empty pockets on suits, trousers and un-button shirts. You will be given a till receipt. Please check the receipt order, as the count and description is final. Minimum order is 3kg for Domestic. 10kg for Commercial.

High value items If you believe the depreciated value of your garment/item exceeds 10 times our service charge, please declare the value. In which case the garment/item will be serviced at 1/10th of the declared value of the item. We may require a completed and signed Customer Consent Form to authorise the processing of any item that we consider a risk. We may also request this form to be completed for processing – curtains, rugs, leather and suede, wedding/ beaded/evening dresses, and or other household or non-clothing items.


Please wait for a member of staff to pass you your items, please do not take them from the shelf/rail yourself. Check your order is complete in the shop - We will not accept liability for any missing items once you leave. (48 hours for bed linen & towels, so do check as soon as you get home).Any uncollected items may be disposed of after 90 days. If you cannot collect when arranged, don’t worry, just let us know. In the unlikely event you are not satisfied: Please return the item/s to us with the receipt, ensuring it is returned unworn/unused with the original packaging for us to resolve any issues as soon as we possibly can. Please notify us of any such complaints within 48 hours from collecting your item or drop off. After 48 hours we will not be responsible for any such claims.


Please unpack and check your items on receipt. If you have a query, please let us know straight away. We cannot be held responsible for items delivered after 48 hours from delivery.


Unfortunately we cannot be liable for: Any item which suffers colour loss /shrinkage/ damage, during the cleaning process, whereby the manufacturer’s care label instructions have been adhered to.

Accessories attached to or contained within any item. An “accessory” means (but is not limited to) belts, buckles, buttons, broaches, beading, painted logos, leather trims, furs, signs, zips, hoods, collars and inner linings. Any item which is damaged by any accessory on that item. In the event that any garment / item is lost / damaged by us and is part of a set E.G. two piece suit / furnishings / curtains / upholstery / laundry. We will only compensate for lost / damaged item documented on the ticket. We will not compensate for retrospective value of a set. Any item that does not show cleaning instructions. Any item that has deliberate crinkles or creased effects on the fabric which are removed during our cleaning process. Any item with faulty adhesives or interfacing which leave a mark after cleaning. Any item which, due to wear and tear or due to its integral nature, is unable to withstand industrial laundering, and wet care process.

Embellished clothing, curtains, blinds (venetian, roman) – For the avoidance of doubt we are not responsible for the following: Glued-on trims – many adhesives will not withstand the solvents used in cleaning, especially if affected by exposure to light or if more than one year old – Tassels – these may have been weakened by the effects of light.

Tie-backs – many of these are not designed to be dry-cleaned. Some are stiffened with plastic liners and often glued during make-up for ease of manufacture. Weights in the bottoms of curtains – these can be small, round, lead weights or chains that can do untold damage during cleaning as they are smashed against the machine sides during the tumbling action. Customer must remove if possible. Swags and tails – these are often cut on the cross (bias) to aid the drape. They can be pulled out of shape during cleaning.

Silver and gold coloured painted designs – most pigments only adhere lightly to the surface of the fabric and can be lost during cleaning. Some may survive the first or second clean, but loss can be progressive over each clean, depending on the amount of mechanical action they are subjected to. Please be aware we are not responsible for this loss. Flocked velvet may change in nature and become hardened. Watermarks contained within the fabric – May not be possible to be removed during cleaning. Old or Poor Stitching – May loosen during cleaning. Weakened Fabric as a result of ultra violet light exposure – May only be noticeable after they are taken down. Weak fabric may be damaged during cleaning. Shrinkage – In the cleaning process may be up to 10%. Stretching post-cleaning may restore some of this length, but they may relax over time.

Household items including but not limited to, duvets, duvet covers, bedspreads, upholstery covers), leather and suede items; - buttons and fastenings may be affected by the wash temperatures of the laundry process and become brittle making them prone to breaking. Polyurethane popper fastenings may melt during the pressing/ironing process.

Please note that adhesives, defects and faults which were previously camouflaged in manufacture may become more apparent after the cleaning process, and although every care is taken, we cannot always disguise natural flaws or totally remove adhesives, or stretching techniques employed by the manufacturer. These items may “age” after cleaning. All items are therefore only accepted by us for cleaning at your own risk.


In the unlikely event you are not satisfied, please return the item to our laundry depot in Cheltenham with the receipt. Please ensure the item/s is returned unworn/unused, with the original packaging. Please notify us of any such complaints within 48 hours from collecting your item. After 48 hours we will not be responsible for any such claims.


Liability for any reason (including, but not limited to, lost or damaged items) is limited to the lesser of 5 times the cleaning cost or depreciation. We will not be liable for any item(s) not collected more than 3 months after dropping-off such item(s) with us. Any claim settled by us will be on condition that it is accepted by you as full and final settlement. We will not be liable for any damage which is not related to or caused by the cleaning process – We will not be liable.


We will deliver your items when expected, however, on occasions due to traffic, local events, and circumstances out of our control which may arise and make it impossible to deliver at the time originally booked. In these rare instances we will endeavour to inform you of the delay ahead of time and reschedule the delivery at your convenience, subject to availability. If you need to change your delivery time for any reason, please inform us as soon as possible, to enable us to rearrange your delivery.

Please contact us at hello@linen-and-laundry.com or on 01242 317355. If there is no response or we are unable to gain access to your property at the scheduled time, we will contact you to rearrange your delivery; however we reserve the right not to accept an order, to cancel an order or terminate your account if this occurs repeatedly. We also reserve the right to charge a Failed Delivery Charge of £5.

We reserve the right not to accept an order or cancel and order if there is reason to suspect our staff may be at risk of physical or verbal abuse upon collection or delivery of your items. Please make us aware of any issues that may arise when attempting to access your property. We reserve the right to decline any order that requires collection or delivery above the SECOND floor, should there be no access by lift, either permanently or temporarily. Where possible, practical and not a health and safety issue, we will endeavour to explore ways of completing your collection or delivery, but cannot guarantee we will be able to do so. DELIVERY CUSTOMERS MUST ENSURE OUR STAFF ARE SAFE WHILST ON THEIR PREMISES, AND LAUNDRY SHOULD BE PACKED AND EASILY ACCESSIBLE.


We reserve the right to amend these Terms & Conditions without notice. New Terms & Conditions are available in our laundry depot and here, our web site. These Terms & Conditions do not affect your statutory rights.