Terms & Conditions
Last updated: 31 March 2026
These Terms & Conditions govern your use of the Laundry Free service (operated by HQR LTD) (“we”, “us”, “our”).
By creating an account and using our services, you agree to these Terms & Conditions.
1. Service Overview
Laundry Free provides laundry pickup, cleaning, and delivery services. All services are subject to availability and these Terms.
We may use third-party service providers to perform part or all of the services. However, we remain responsible for providing the service to you under these Terms.
2. Customer Responsibilities
You agree to:
- Provide accurate contact, address, and access details
- Be available at the agreed pickup and delivery times
- Ensure items are suitable for cleaning
- Remove all personal belongings from items before collection
We are not responsible for delays, failed pickups, failed deliveries, or additional charges resulting from incorrect information, lack of access, or customer unavailability.
If a pickup or delivery attempt fails due to customer unavailability, you must contact us within 24 hours to rearrange the service. Additional fees may apply for rescheduling.
3. Orders, Cancellations & Fees
- Orders must be cancelled before the scheduled pickup time
- Once items have been processed, orders cannot be cancelled or refunded
- Once the scheduled pickup time has passed, cancellation may incur a fee
We reserve the right to charge reasonable fees for missed pickups or failed delivery attempts.
4. Pricing & Payments
- Prices are determined based on the cleaning method required for each item, as assessed by us in accordance with care label instructions
- We reserve the right to determine whether an item requires washing, dry cleaning, or other appropriate treatment
- Pricing may vary depending on location, service area, demand, or other operational factors
- Payment is processed securely via Stripe
- All charges must be paid in full before or during service
5. Cleaning Risks
By using our service, you acknowledge that cleaning involves inherent risks.
We are not responsible for:
- Colour bleeding
- Shrinkage
- Fabric wear or damage due to normal cleaning processes
- Manufacturer defects or weak fabrics
- Items left in pockets
- Any damage resulting from inaccurate or missing care instructions.
6. High-Value & Special Care Items
You must declare any items requiring special care or of high value before service.
If such items are not declared, we accept no liability for any damage or loss, to the fullest extent permitted by law.
Additional charges may apply for special handling.
7. Claims & Issues
- Any issues (including damage, loss, or billing disputes) must be reported within 24 hours of delivery
- After this period, items are considered accepted and no claims will be accepted
- We may require reasonable evidence to support any claim.
8. Liability
Nothing in these Terms limits or excludes liability where it would be unlawful to do so.
To the fullest extent permitted by law:
We provide our services with reasonable care and skill as required by law.
- Our liability for any loss or damage is limited to the lower of:
- 2 times the service price of the item, or
- £25 per item
We are not liable for:
- Any indirect, incidental, or consequential losses
- Loss of profit, business, or opportunity
Certain items may require special handling or incur different pricing based on their type, condition, or care requirements. By using our service, you agree that such items may be processed accordingly.
9. Failed Delivery & Unreturned Items
If we are unable to complete delivery due to customer unavailability or failure to provide access:
- We will make reasonable attempts to redeliver the items
- Items may be held for up to 90 days from the original delivery attempt
If items remain undelivered after this period:
- They will be considered abandoned
- We reserve the right to dispose of or donate the items at our discretion
10. Right to Refuse Service
We reserve the right to refuse or cancel any order at our sole discretion.
11. Delays & Events Outside Our Control
We are not liable for delays or failure to perform services due to events outside our control, including but not limited to:
- Traffic or transport issues
- Weather conditions
- System failures
- Operational disruptions
12. Changes to These Terms
We may update these Terms & Conditions at any time. Updated versions will be made available via our app or website.