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Please note these terms and conditions cover both The Washing Well and Well Washed Ltd.   2018 last update

Well Washed Ltd and The Washing Well (hereinafter “WW”) services are provided subject to your (hereinafter “customer”) compliance and acceptance with terms and conditions set forth below. As a condition to using any of WW services and for the mutual benefit of both WW and the Customer the undersigned “Customer” agrees to the specific terms and conditions below:

WW strives to provide its clients with the highest level of service possible.


Customers must advise the WW, of any toxic or hazardous substances that have been in contact with items for laundering.  WW will refuse to accept such items if prior notification has not been received.

Garment Care, Missing or Damaged Goods:


WW will use reasonable efforts to try to ensure that washing, drying, ironing and folding services are maintained at a high level of quality.


WW due to time constraints does not read manufacturer suggested care and washing / drying labels.


WW uses only uses front-load washers with an extremely fast extraction cycle to wash all Customer clothes.


WW accepts no liability for damage due to washing of and or normal wear and tear or shrinkage during washing and drying.


WW accepts no liability for “special care” and delicate items that require special attention to be cleaned.


WW reserves the right to refuse cleaning of any garment.


WW does not guarantee removal of all stains. 


You must thoroughly check all the Items for hazardous objects e.g. coins, pens, keys, makeup, papers etc. We accept no responsibility for any objects lost or damaged nor any responsibility for damage to Items as a result of the cleaning process where such objects are present.


WW ask several questions when the customer leaves washing, WW therefor takes no responsibility if any damages are caused during the washing process.


WW will in the unlikely event of loss or damage to an Item, offer compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association. The TSA guidelines indicate that fair and reasonable compensation be paid on the basis of an allowance for wear and tear and the age of the Item. It is considered reasonable for us to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. The compensation given will not include extra costs to purchase the Item, including but not limited to shipping costs, tailoring/altering costs, etc.


Laundry Items are tagged by the load and not individually tagged. We cannot therefore accept any liability for missing Items.


WW accept no responsibility if there is any bleeding or colour transfer during the cleaning process.


WW wash by the load and do not inspect the care labels of each garment.  We therefore cannot be liable for damage to Items resulting from failure to follow the instructions on a care label.


It is up to the Customer to please determine whether they can accept the loss of any garment, if not please do not leave it with us.

WW do not separate washing loads. this is up to the Customer. Lights, Dark and Coloured

Lost / Left Property


Items left with a private wash at WW, will be kept within the lost property box which is cleaned out every month.


Items left wet with a private wash will be dried and left in basket at the expense of the customer upon collection. The charge will be that of a service dry and storage for the time frame, if not collected within 3 months items will be donated to charity.


Items left dry with a private wash will be kept onsite for 3 months, after which they will be donated to charity.


Any private washes/ dries that start to smell will be rewashed, dried and  stored at the cost to the customer, or after 3 months will be donated to charity.


Service washes uncollected will be donated to charity after a period of 6 months, if customer has not arranged collection or delivery.


Service wash duvets/ rugs/ blankets/ Pillows that have been left uncollected will have monthly reminders with phone number left, and after 6 months items will be donated to charity if items have not been collected after 6 months.


Dry cleaning that have been left, will receive monthly reminders upon the number left with item(s) and after 6 months item(s) will be donated to charity.





Whosoever from the Customer accepts/offers collection/delivery is deemed by the Customer to be the appointed and authorised representative of the Customer, and full responsibility for the goods is transferred to the Customer from that point, until the collection/delivery of the goods.

At the time when goods are collected by or delivered to the Customer or his representative, the Customer has the responsibility for inspecting the goods. In the event of shortage or damage, the Customer shall send in writing the shortage or damage within 24 hours. If the Customer fails to perform any of his obligations under this condition, all goods will be deemed to have been collected/delivered in a satisfactory condition.

Should the driver be kept waiting whilst attempting a delivery or collection an additional charge maybe be imposed.

Goods must be available for collection at the delivery address, and during working hours, at the time of order.

Drivers collecting goods are not authorised to check goods.

Delivery or collection outside standard working hours (Monday –Tuesday - Thursday - Friday, 9am - 3pm) will be charged at an additional rate.

WW will make every effort to effect delivery and collections at the times agreed, however no responsibility will be taken if these times are not met. Removal of the goods will take place as soon as possible after the event – it is the Customer’s responsibility to ensure that goods are kept in a safe and dry place until WW Ltd collect the goods.

Deliveries left outside the property are not the responsibility of WW or the driver. They are left at the risk of customer.

WW reserves the right to charge a minimum rate for a collection under the wash/Iron value of £12.







Commercial clients will be awarded credit by WW discretion. However WW reserves the right to refuse credit.


Any payment that is returned by the bank is subject to a £15 surcharge.

All account holders are expected to settle their invoices in full   later than 7 days after the date of the invoice, or be subject to an Administration fee for late payment.

Invoice queries must be notified within 1 week of receipt of invoice and in writing.

Once an invoice becomes overdue WW reserve the right to put the account on hold without notice

  • Take immediate steps to recover outstanding monies including the use of legal help when necessary

  • Close the account and switch all future dealings to Pro Forma only


WW reserves the right to charge interest on late or non-payment of 8% plus the Bank of England base rate.



Complaints and claims


The customer accepts and understands that poor service; must be reported within 24 hours from the collection of service date.


The customer accepted all responsibility before any items was laundered and WW cannot be responsible for any damage, shrinkage, or loss of items.


WW may take up to 7 working days to respond to a complaint.


In no circumstances will WW LTD liability exceed the invoice value of the goods serviced.


Complaints are accepted in writing (letter or e mail). Complaints must be reported on completion or in the following 24-hour period.


These terms and conditions shall be governed by the relevant United Kingdom law, and by purchasing our services means the customer is agreeing to be bound by them the and agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.


WW reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all account customers will be notified. Please check website for updates.


This does not affect your statutory rights.

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