Terms & Conditions

Laundry Wish Ltd is registered in England and Wales. Company number: 13958241.
Registered office: Stevenage, England, SG1 5QQ.
Collection and delivery service; the registered office is not a customer drop-off point.

These Terms & Conditions (“Terms”) govern your use of the laundry, dry-cleaning and ironing collection-and-delivery services provided by Laundry Wish Ltd (“we”, “us”, “our”), covering Hertfordshire, Bedfordshire, Buckinghamshire and Cambridgeshire. By booking a service with us, you agree to these Terms.

1. Our Services

1.1We provide collection, cleaning (washing, dry cleaning and/or ironing) and delivery of laundry items for domestic and commercial customers, including hotel partners.

2. Booking & Information We Need

2.1To provide you with a quote and arrange your booking, we will ask for your name, address, email address, contact telephone number and details of the items to be washed, dry cleaned or ironed.

2.2Bookings can be made through our website, by WhatsApp or by telephone.

2.3You may arrange delivery to an address different from the collection address. Please provide the delivery address when booking, or contact us to agree a change before delivery.

3. Collection & Delivery Times

3.1Collections are booked in 2-hour windows: between 8pm and 10am every day, including weekends and bank holidays. There are no collections between 10am and 8pm. Items are returned 12–24 hours after collection: anything collected between midnight and 10am is returned the same day from 8pm, anything collected between 8pm and midnight is returned the next evening from 8pm. Same-day collections carry an express fee. Other times can be arranged with us by phone call, message, text or email.

3.2For hotel and commercial partners, bookings made before 10:00am are collected and returned the same day. Bookings made after 10:00am are collected and returned the following day.

3.3Garments that need special, delicate or complex dry cleaning may take longer than scheduled to be returned. Where this applies, we will always let you know.

3.4Traffic, unusually busy schedules or other unforeseen circumstances may delay collection or delivery. We will keep you informed and arrange a revised time. A minor delay does not automatically entitle you to a refund or compensation. This does not limit your rights if we fail to meet an agreed essential deadline or provide the service within a reasonable time.

3.5All laundry is returned in suitable packaging provided by Laundry Wish at no extra cost.

4. Staff Conduct & Access to Your Home

1. 4.1Laundry Wish Ltd staff may enter homes or private property only under a special arrangement agreed in advance with the property owner or leaseholder. Permission must be provided in writing by email, WhatsApp or text message; permission given by telephone is not accepted.
2. 4.2Staff must maintain professional boundaries at all times. Personal, intimate or other non-business relationships with customers are not permitted, including outside working hours.
3. 4.3We do not tolerate physical or verbal abuse, harassment or threats from customers or visitors, whether in person or through our website, WhatsApp, Facebook, Instagram or any other social media channel. Threats are taken seriously and will be reported to the police.
4. 4.4Our registered office is not a customer drop-off point. Visits to the registered office property require prior authorisation from Laundry Wish Ltd. If anyone attends without prior authorisation, we will contact the police.

5. Pets, Dangerous Animals & Staff Safety

1. 5.1All Laundry Wish Ltd staff have the right to feel safe when accessing customer premises, private property and surrounding areas. Customers must provide safe access, free from abuse, threats, antisocial behaviour, illegal substances and dangerous animals.
2. 5.2Before staff arrive, pets and other animals must be secured in a safe place away from entrances, access routes and collection or delivery areas. Please tell us about any known safety risks in advance.
3. 5.3Staff may refuse entry or leave immediately if they feel unsafe. If a customer, anyone at the premises or an unsecured animal threatens, harms or places staff in danger, the service will be terminated immediately and the relevant authorities notified.
4. 5.4Customers responsible for such an incident will be permanently banned from using Laundry Wish Ltd services, with no exceptions. Any outstanding laundry return or refund will be handled safely and in accordance with applicable law; statutory rights remain unaffected.

6. Pricing, Surcharges & Payment

1. 6.1Prices are shown on our price list before you book, and a secure payment link will be provided for your booking.
2. 6.2Commercial accounts: invoices must be paid by the agreed deadline (typically before 6:00pm) for the service to be provided.
3. 6.3Domestic customers: full payment is required in advance for fixed-price bookings. For laundry services based on an estimate, a deposit is required before collection and any remaining balance is payable before delivery, as explained below. We do not offer credit accounts.
4. 6.4Bookings are confirmed and added to our service calendar only once the required full payment or deposit is received, unless we have approved a cash payment arrangement.
5. 6.5Cash payments may be accepted in special circumstances at our discretion. Please request this in writing; the arrangement must be approved by Laundry Wish before your booking is confirmed.
6. 6.6The minimum online laundry booking is £20 of items. Collection, delivery and packaging are free. A £5 express fee applies to collections booked for the same day; optional add-ons and the final total are shown before payment.
7. 6.7Prices may change without notice for future bookings. Any fixed price expressly agreed for a specified service and quantity will be honoured. An estimate is subject to the quote and deposit terms below and the pricing basis agreed before collection.

7. Quotes, Estimates & Deposits

1. 7.1Quotes, including a quoted amount for a full load, are estimates based on the information supplied and the expected quantity and type of garments or linen. Unless we expressly agree a fixed final price in writing, the estimate is not the full or complete cost of the laundry.
2. 7.2A deposit is required to confirm an estimated laundry service before collection. We will tell you the deposit amount and explain the applicable rates, load allowance and basis for calculating the final price before you agree to the booking.
3. 7.3After receiving the deposit, we collect and process your laundry according to the agreed service and pricing basis. The final charge is calculated from the actual garments or linen and number of loads processed at the agreed rates.
4. 7.4After processing, we send an itemised invoice showing the services provided, the total charge, the deposit credited and any remaining balance. Any remaining balance is due within three calendar days of the itemised invoice being sent after laundry processing, and must always be paid before delivery, whichever is earlier. If no balance remains, no further payment is required. Any overpayment will be refunded.
5. 7.5If inspection identifies additional garments, extra loads or a different treatment outside the agreed pricing basis, we will explain the additional cost and obtain your agreement before carrying out that extra work. We will not change an expressly agreed fixed price without your agreement.
6. 7.6These provisions apply to future bookings and do not retrospectively change an existing agreed price. Your statutory rights remain unaffected.

8. Why We Require Payment in Advance

8.1We ask domestic customers to pay in full, or pay the required deposit for an estimated laundry service, before collection because:

1. 8.2We do not hold a waste management licence and are therefore unable to store or dispose of laundry that is not collected by the customer
2. 8.3We do not offer storage of customer items
3. 8.4If there is a problem with your booking or payment, contact us so we can investigate and arrange any remedy or refund due
4. 8.5We do not offer credit

9. Uncollected Items

9.1If we cannot arrange the return of your items, we will contact you to agree delivery or collection. Any handling of uncollected goods will follow applicable law and required notices; items are not automatically donated after a fixed period.

10. Promotions, Referrals & Discretionary Offers

10.1From time to time we may offer promotional discounts, referral incentives or complimentary services (for example, to hotel staff in connection with a partner hotel account). All such offers are provided entirely at our discretion, may be withdrawn or amended at any time, and any limits on an offer (including who qualifies and how many items are included) are set by us.

11. Community Commitment

11.1Laundry Wish Ltd donates 10% of its yearly revenue to charitable causes in our community, and where relevant to a hotel partner's chosen charity, in recognition of our shared values of care, communication and community.

12. Care of Your Items

12.1We take our duty of care seriously and handle your garments and linen with reasonable care and skill, following their care labels. Please tell us about any known damage or special care requirements before collection.

12.2We may photograph defects or damage and share relevant images with you to document an item's condition, discuss treatment and support any insurance claim. Sharing an image is not, by itself, an admission of responsibility or proof of when damage occurred.

12.3An inspection may not identify every pre-existing defect. We are not responsible for damage caused solely by a pre-existing defect or wear, but this does not exclude responsibility for damage caused by our failure to use reasonable care and skill.

12.4If you knowingly book a service that conflicts with an item's care label, we will not process that item and will return it uncleaned. Where legally permitted, we may deduct up to 25% of the price paid for the affected service, limited to our actual, reasonable costs and losses. At least 75% will be refunded, and we will explain any deduction. Your statutory rights remain unaffected.

13. Service Complaints

13.1Please report any service or quality complaint within five calendar days of delivery so we can investigate promptly. Complaints reported later may be harder to assess, but this reporting period does not limit your statutory rights or prevent a valid claim.

14. Damage Claims & Compensation

14.1Laundry Wish Ltd is responsible for damage caused by our negligence or failure to use reasonable care and skill, including damage to buildings, garments, linen and vehicles, regardless of who owns the property. Where we are responsible, we will arrange an appropriate repair, replacement or compensation.

14.2Claims will be investigated and assessed on the available evidence. To assess full compensation, we may request proof of ownership or purchase, the price paid, and authenticity where relevant. Receipts, bank statements, photographs, valuations or other reasonable evidence may be considered. A missing original receipt does not automatically invalidate a claim. We will explain our decision; this does not limit your statutory rights or your right to challenge it.

15. Communication & Reviews

15.1After your service is complete, we may contact you to check you're happy with the result and to invite you to leave us a review (for example, on Trustpilot). You may also receive occasional marketing messages about future offers, from which you can unsubscribe at any time — see our Privacy Policy for details.

16. Cancellations & Refunds

16.1Please contact us by email, WhatsApp, telephone or post as soon as you wish to cancel or change a booking. You do not need to use a special form.

1. 16.2Before the scheduled collection date: a full refund of any payment received.
2. 16.3On the collection date, before collection: a cancellation charge of up to £10, with the remaining payment refunded.
3. 16.4More than 30 minutes after collection: a cancellation charge of up to 25% of the invoice total, with at least 75% of the payment refunded.

16.5Cancellation charges apply only where legally permitted and will not exceed our actual, reasonable losses directly resulting from the cancellation. We will take reasonable steps to reduce those losses and explain any deduction. Where a statutory cancellation right applies, the rules below take priority over these charges.

16.6Consumers booking online or by telephone normally have 14 days from entering the service contract to cancel. If you expressly request that we start during that period, you may have to pay a proportionate amount for services already provided. You lose this cancellation right after full performance only if you expressly requested an early start and acknowledged that consequence.

16.7We initiate refunds promptly using the original payment method, unless otherwise agreed. A refund due under statutory cancellation rights is made without undue delay and within 14 days of your cancellation notice. Bank processing time is separate: Square advises that card refunds can take 4–14 working days to reach your account. We cannot control your bank's processing time; please contact us if your refund has not arrived.

17. Complaints Contact

17.1Please send complaints to complaints@laundrywish.co.uk, including your booking reference and details of your concern.

17.2Nothing in these Terms excludes your statutory consumer rights or our responsibility for failing to use reasonable care and skill. Where the law provides a right to repeat performance, a price reduction or another remedy, those rights remain available.

18. Changes to These Terms

18.1We may update these Terms from time to time. The updated version will be posted on this page with a revised “Last updated” date. Changes apply to future bookings; the terms agreed when you booked continue to apply to that booking unless we agree a change with you.

19. Governing Law

19.1These Terms are governed by the laws of England and Wales, and any disputes will be subject to the courts of England and Wales. Consumers retain any mandatory rights to bring proceedings in the courts of the part of the UK where they live.

20. Contact Us

1. 20.1Email: info@laundrywish.co.uk
2. 20.2Complaints: complaints@laundrywish.co.uk
3. 20.3WhatsApp: 07544 797 324
4. 20.4Website: laundrywish.co.uk