Terms & Conditions of Service

Engagement:

At the Laundry (“ATL”) is pleased to provide laundry and dry-cleaning services to our customers, subject to the acceptance of and compliance with the terms and conditions set forth below. This agreement is strictly between ATL and its customers and does not in any way constitute or imply any relationship with any other parties. Please read the following provisions carefully.

Use of our services indicates consent to be bound by the terms and conditions contained herein. If you do not agree with any of the terms and conditions contained herein, you must inform us and cease using the service immediately. ATL reserves the right not to provide its service, and to credit the customer for any fees already paid, should we believe that: we cannot guarantee quality laundering; any instruction by the customer is unclear; and for any other reason permitted by law.  

Collection & Delivery:

Collection and delivery will take place daily, except on certain holidays as determined by ATL. Delivery will take place at least 24 hours after collection time. ATL reserves the rights to determine the collection and delivery times and to reschedule collection and delivery times upon prior notice to the customer. Laundry collection by ATL must be scheduled in advance by the customer, either by email or via agreed channels.

Customers agree to use ATL laundry bags as provided or alternatively to provide their own suitable laundry bags for collection of their laundry (“order”). ATL reserves the right not to collect items that are not stored in practical, acceptable bags. The customer is responsible for ensuring that his/her laundry bag is in the possession of an ATL employee, and for initialling the collection and delivery confirmation sheets unless otherwise instructed by ATL. ATL will not be held liable for, any loss, damage or theft of items left unattended by the customer.

Inventory Sheets:

Inventory sheets are to be used for the sole purpose of recording which items will be placed in the possession of ATL. The customer agrees to complete an inventory sheet which lists of all items contained in their order. The customer warrants that all garments are accounted for in the inventory and that all information provided on the inventory sheet is correct. ATL does not warrant the accuracy of any inventory sheet completed by the customer and maintains sole discretion to decide not to fulfil any additional requests contained therein. Inventory sheets either available by email or via agreed channels.

If there is a discrepancy between what is listed on any inventory sheet and the actual items left in the laundry bag, ATL reserves the right to change the inventory sheet and, based on a careful examination, to make the final determination regarding the true contents of the bag without notice to the customer. The customer hereby consents to any such changes.

Lost / Unlisted Items:

ATL must be notified immediately of unlisted items. ATL will not be held liable for the loss of any items that are not listed on the inventory sheet nor for any items forming part of an order where an inventory sheet was not submitted. Missing items must be reported to us within 24 (twenty-four) hours of delivery or collection of the order, failing which, the customer will not be entitled to compensation. Should ATL have no record of its collection / drop off, this will be prima facie proof of the item not having been on our premises, and we will not be held liable for its loss.

Upon notification by the customer, we will perform a diligent search for the lost item. If the lost item has not been found within 7 (seven) days, and we have record of its collection, ATL may issue the customer with credit for the value of that item. This value will be determined with reference to the National Fair Claims Guide for Consumer Textile Products for the International Fabricare Institute (“IFI”) guidelines as well as the replacement cost of a comparable item. Failing the customer’s ability to provide evidence of the age and/or value of the item, ATL reserves the right to apply its discretion to determine the value of the item. The maximum reimbursement (in the form of credit provided to the consumer) for any lost item will be capped at 10 (ten) times the actual cost of service for that item.  

Garment Care:

ATL will make reasonable efforts to maintain a high-quality cleaning service. ATL will take special care of items that are placed in a separate plastic bag (provided by the customer) located within the customer’s laundry bag if the plastic bag is clearly labelled “delicates”. ATL does not guarantee the removal of all stains. ATL will have sole discretion to re-clean items that it believes were not properly cleaned and have not been worn since they were cleaned. ATL accepts no liability for “special care” items that do not have care instructions attached. ATL is not responsible for clothing bleeding, shrinking, or otherwise changing as a result of normal washing procedures.

Foreign Items:

The customer agrees not to include any of the following items inside any of their laundry bags: (i) non-washable items, (ii) items that are labelled for hand washing and/or dry-cleaning only, (iii) other items not meant for laundering or dry-cleaning, or (iv) valuables such as money, jewellery, devices or other items (“foreign items”). The customer warrants that no such foreign items will be left in their clothing or in the laundry bags. ATL will not be held liable for any loss or damage caused to or by any foreign item. The customer will be liable for any damage to the cleaning machines, or to any other property of ATL, or its customers caused by any foreign item.

Damaged Items:

ATL will not be held liable for any damage due to normal cleaning of items without care instructions and further accepts no liability for items treated in accordance with the care labels or other instructions provided. ATL will not be held liable for any pre-existing damage to garments. Should we have concerns about proceeding with our services given any pre-existing damage, colourfastness, age or weakness of fabric, we will contact you to obtain approval before proceeding with our service. If unable to obtain your authorisation in a timely manner, we may return the item without cleaning it.

Damaged items must be reported to us within 24 (twenty-four) hours of delivery of the order, failing which, the customer will not be entitled to compensation. If the item has been damaged by ATL, ATL may issue the customer with credit for the value of that item. The above conditions regarding determination of age and value, ATL’s discretion and maximum reimbursement on ‘lost items’ will apply to all damaged items. This does not include garments with pre-existing damage.

Use of Third-Party Service Providers:

ATL or its associates may transport the customer’s items to and from a laundering and dry-cleaning service of ATL’s choice. ATL reserves the right to utilize any outsourcer, vendor, outside service provider or third party (“third party providers”), for any service, without notice to the customer. Although ATL is not responsible for, and will not be held liable for, any damage or loss due to the acts or omissions of its third-party providers, we may, at our sole discretion, choose to reimburse or credit the customer in terms of the IFI standards described above.

Payment:

The customer must pay the agreed-upon charges before goods will be released from the premises and/or delivered to the customer. ATL does not provide refunds for any under-utilization of services. All sales are final and all payments are non-refundable, subject to the exceptions contained within the “Lost / Unlisted Items” and “Damaged Items” clauses above, were applicable.

In the event that an account becomes overdue, ATL shall be entitled to charge interest on the overdue balance at the maximum rate permitted by law.         

Legal Costs

In the event that ATL instructs attorneys to collect any amount owing to ATL from the customer, the customer agrees to pay all legal costs on the scale as between attorney and own client, including collection commission, and tracing agent charges.

Disclaimer:

ATL’s liability shall be limited to the fullest extent permitted by law. Where applicable, ATL’s liability will be exclusively limited to claims for general damages, regardless of the form in which any legal or equitable action may be brought. ATL will not be held liable or be responsible for any special, indirect, incidental, punitive or consequential loss or damages, whether or not ATL knew or should have known of the likelihood of any such loss or damages. Furthermore, any claim against ATL shall not exceed the value charged for the single term of service paid by the customer during the term in which the damages are alleged to have occurred.  

Venue and Choice of Law:

The customer consents to the jurisdiction of the Magistrates’ Courts in terms of Section 45 of the Magistrates Court Act, No. 32 of 1944, as amended, having jurisdiction under Section 28 of the said Act, notwithstanding that the claim may exceed the normal jurisdiction of the Magistrates’ Court. These terms of service and the relationship between the parties shall be interpreted, construed, and governed according to the internal laws of the Republic of South