Terms and Conditions | Laundry Service

Last updated: 28 September 2026

1. Who we are

MyLaundry.uk is run by My Laundry LTD, a company registered in England and Wales, company number 15226674, registered office 124 City Road, London, EC1V 2NX. Contact: [email protected]. We are not VAT registered, so our prices do not include VAT.

These terms apply whenever you book with us — on this website, by email, by WhatsApp or by phone. When you place an order you accept them. Nothing in these terms affects your statutory rights as a consumer.

2. Our services and partners

We offer laundry, wash & fold, ironing, dry cleaning, duvet and bedding cleaning, and collection and delivery.

Some orders are cleaned by partner laundries and dry cleaners that we choose. Your contract is always with My Laundry LTD: we take your payment, and we are responsible to you for the whole service, whoever does the cleaning.

3. Prices, minimum order and payment

Prices are shown on our website and at booking. Some items (for example heavily soiled, oversized or special-care items) are priced after we inspect them; if the price is higher than quoted, we will tell you before we clean them.
The minimum order is £22.
We send an invoice for each order. Payment is by bank transfer (or another method shown on the invoice) by the due date on the invoice.
If an order is not paid, we may keep the items until it is paid (see section 9).

4. Discounts and promo codes

One promo code per order on the website. A code cannot be exchanged for cash and cannot be used after it expires.
Unless the code says otherwise, each code can be used once per customer.
Some codes apply only to certain services, to a first order, or to orders above a minimum value. The minimum order of £22 is checked before the discount.
Personal codes are for the person they were sent to. We may cancel a code that has been shared publicly, sold or misused.
We may end a promotion at any time, but a code already applied to a confirmed order will still be honoured.

5. Collection and delivery

Collection and delivery are free within our service area shown at booking. For addresses outside it we will agree any charge with you before the order.
Time slots are estimates. We will tell you as soon as we can if we are running late.
If we arrive in the agreed slot and you are not available (and did not tell us in advance), we may charge £5 per failed visit.
If you ask us to collect from, or leave items at, an agreed spot while you are not there (for example a doorstep or porch), the items are at your risk while they are left there.
We take reasonable care at your premises. If we cause damage through our negligence, we are responsible for it.

6. Preparing your items

Please:

empty all pockets (we are not responsible for cash, jewellery, keys, pens, lighters or other items left in pockets, or for damage they cause);
tell us in writing about stains, damage, delicate items or special care instructions before collection;
not send items that are unsafe to clean (for example items contaminated with chemicals, bodily fluids or pests).

We may refuse or return an item that we cannot clean safely, including items with no care label.

7. Damaged or lost items

We clean everything with reasonable care and skill, following the care label.

Tell us within 48 hours of delivery by email to [email protected], with photos, and keep the item (we may ask to inspect it). If we can’t check an item, we may not be able to accept the claim.
If an item is damaged or lost because of our fault, we will first try to put it right (for example re-cleaning free of charge). If that is not possible, we will pay compensation based on the item’s age and condition, up to 5 times the price we charged to clean that item, and not more than £25 per item.
We are not responsible for damage caused by following the care label, by existing wear, weak fabric, loose buttons or trims, or by the natural shrinking or colour loss of items that are not colourfast.
For a lost item, we will search for up to 14 days before paying compensation.

These limits do not apply where the law does not allow them — for example, we do not limit liability for death or personal injury caused by our negligence, or for fraud.

8. Cancellation and refunds

You can cancel free of charge at any time before the day of collection. Cancellations on the collection day may be charged the failed-visit fee in section 5.
Once we have started cleaning your items, the order cannot be cancelled.
Your right to cancel (Consumer Contracts Regulations 2013): you have 14 days to cancel a service booked at a distance. By asking us to collect and clean your items within those 14 days, you agree that the service starts straight away; once it is fully provided, the right to cancel ends, and if you cancel after we have started you pay for the work done up to that point.
If you are not happy with the result, tell us within 48 hours of delivery. We will re-clean the item free of charge, or give you a partial or full refund if re-cleaning does not fix it.
Refunds are paid to the account you paid from, within 14 days of our agreeing to them.

9. Uncollected and unpaid items

If an order is not paid for, or we cannot agree a delivery with you, we will contact you by email and/or WhatsApp. If the items are still not paid for or collected 28 days after that notice, we may sell, donate or dispose of them, and use any money raised to cover what you owe.

10. Respect

We treat our customers with respect and ask the same for our team. We may refuse service or stop communicating with anyone who is abusive or threatening.

11. Complaints

Please contact us at [email protected] (or on WhatsApp) with your order details. We will confirm we have received your complaint within 3 working days and aim to resolve it within 14 days. If you have not heard from us, please get in touch again.

12. Changes to these terms

We may update these terms. The version on this page when you place an order applies to that order. If we make an important change, we will show it on this page and, for customers with open orders, tell them by email.

13. Law

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.