Terms & Conditions
Our Commitment
We are dedicated to caring for your garments with the utmost attention and professionalism. Your trust is our greatest asset, and we handle each item from delicate silk dresses to everyday wear as if it were our own. While we strive for excellence in every service (dry cleaning, Italian/hydrocarbon cleaning, ironing, polishing, stain removal, carpet/upholstery care, quick repairs, shoe cleaning, leather treatment, etc.), the following terms and conditions ensure clarity and fairness for both of us. By using our services, you agree to these Terms & Conditions, which are designed to protect your interests and ours while complying with Indian laws. By handing over garments for processing, placing an order (in-store, online, or via pickup), or accepting delivery, the customer expressly acknowledges having read, understood, and agreed to these Terms & Conditions.
Scope of Services
Our services include dry cleaning, Italian wash (hydrocarbon cleaning), laundry, pressing/ironing, fabric polishing,
stain treatment, carpet and upholstery cleaning, minor garment repairs (“Quick Fix”), shoe cleaning, and leather
care. All services are provided with due care and in accordance with industry best practices. Specific service offerings
or pricing may be updated or expanded from time to time without prior notice.
Customer Responsibilities
- Checking Pockets and Belongings: Please remove all valuables or fragile items from your garment pockets before handing them over. We are not responsible for any loss or damage to personal items left in pockets (e.g. keys, jewelry, money, devices).
- Accurate Information: Provide complete and correct information when placing orders (whether in person or via our app/website). This includes your contact details, delivery address, garment details, and any special instructions. Double-check and confirm order details and pricing at the time of booking to avoid misunderstandings.
- Special Care Instructions: Inform us in advance if any item requires special handling (such as delicate vintage fabric, silk, leather, heavy embroidery, etc.) or has pre-existing damage. We will note reasonable instructions, but we cannot guarantee to meet requests that are beyond standard processing capabilities.
- Hazardous or Unsuitable Items: Do not include any items that are hazardous or unsuitable for normal cleaning (for example, items heavily soiled with human/animal waste, or infested materials). For the safety of our staff and premises, we reserve the right to refuse items that we feel would be unsafe to process.
- Availability for Pickup/Delivery: Ensure someone is available at the scheduled pickup and delivery times and that the items are ready for pickup. If you are not available at the agreed time, re-delivery or re-pickup may incur additional fees.
- Prompt Inspection: Please inspect your garments upon delivery. If you find any discrepancy or damage, notify us immediately. All claims for missing or damaged items must be made within 48 hours of delivery and must be accompanied by the identification tag. Claims must be raised within 48 hours during business hours via our customer care number, email, or official WhatsApp. After 48 hours, the order shall be deemed accepted as delivered in good condition, subject to applicable consumer protection laws.
Garment Care & Limitations
We handle each garment with industry-standard processes and utmost care. However, certain risks are inherent in garment cleaning, and by using our service, you acknowledge the following limitations:
- Inherent Defects & Weak Fabrics: We cannot assume responsibility for inherent weaknesses or defects in materials which may not be visible prior to cleaning. This includes fabric that may tear or develop holes, or garments that cannot withstand the normal cleaning process due to age or manufacturing quality. We also cannot guarantee against natural effects on garments such as color fading or bleeding, shrinkage, or stretching, especially on fabrics that are weak or not colorfast.
- Embellishments and Trims: We are not responsible for damage to or caused by delicate trims and accessories on garments. Items like beads, sequins, buttons, buckles, zippers, labels, and decorative pieces can sometimes break, melt, discolor, or come loose during cleaning. We will take reasonable care, but cleaning of such items is accepted at the customer’s risk arising from the nature of the material.
- Ironing and Pressing: While we use appropriate ironing techniques for each fabric, some materials may develop slight sheen, scorch marks, or press marks under heat and pressure. We are not liable for such ironing effects, as certain fabrics react unpredictably to standard ironing procedures. Please inform us if any item requires a very low-heat or no-press treatment.
- Manufacturing Faults & Prior Damage: We are not responsible for issues arising from manufacturing defects, improper care labels, or prior existing damage on garments. For example, if a dye is not properly set by the manufacturer or a garment was previously repaired or weakened, cleaning might reveal or worsen these problems. Similarly, normal wear-and-tear or deterioration (fading, thinning, etc.) can become apparent after washing, for which we cannot accept liability. Garments with extensive prior damage or delicate condition may be refused or processed with risks inherent to the nature of the material and acknowledged by the customer. Nothing in these Terms shall be construed as excluding liability for deficiency in service where such liability cannot be excluded under applicable law.
- Special Materials (Leather, Suede, etc.): Leather, suede, and other special materials are cleaned with dedicated processes. However, these materials may experience texture or color changes, or show preexisting flaws more clearly after treatment. We assume no liability for natural variations, minor color changes, or any damage caused by inherent material weaknesses in the leather/suede during cleaning. We also cannot guarantee complete removal of scuffs or stains from leather or suede, though we will do our best.
Spot and Stain Treatment
Our team will apply appropriate stain removal techniques and treat spots with care. However, we do not guarantee complete removal of all stains. Some stains (e.g. ink, dye, rust, turmeric, oil-based stains, etc.) can be permanent or only partially removable. Every effort will be made to remove stains, but stubborn or set-in stains may remain and are processed with inherent material risks acknowledged by the customer. In such cases, the customer will have no entitlement to any discount or refund solely due to incomplete stain removal. Please note that we cannot promise 100% stain elimination and no reduction in service charges will be given if a stain does not come out. We encourage customers to point out and identify stains when submitting garments, as knowing the stain type can improve removal chances (but still no guarantee).
Loss or Damage Liability
While we take every precaution, on rare occasions garments may be lost or irreparably damaged due to mistakes or unforeseen incidents. In the unlikely event that your garment is confirmed lost by us or damaged beyond use due to our processing, our maximum liability will be to compensate you up to ten (10) times the service charge you paid for that item. This liability cap applies per item; for example, if an item’s cleaning cost was ₹100, the maximum compensation for loss/damage will be ₹1000. We will determine the compensation based on the garment’s processing cost, not its original retail value, and this compensation shall be provided only as service credit or refund, at our discretion as full and final settlement. To be eligible for any compensation or claim, you must have adhered to the Customer Responsibilities (e.g., timely reporting of the issue within 48 hours). We reserve the right to investigate the claim (including checking our order records, facilities, and supplier logs). If a claim is validated, settlement will not exceed the above-mentioned liability cap under any circumstances. No further damages (whether consequential or emotional distress, etc.) will be entertained. All articles are processed with inherent material risks acknowledged by the customer. In cases where a pair or set of items is given (e.g., a two-piece suit or a pair of shoes) and only part of the set is lost or damaged, compensation will be pro-rated to the piece affected, not the whole set. Any approved compensation will be considered a full and final settlement of the claim. This limitation of liability shall apply to the maximum extent permitted under applicable law and shall not restrict any non-waivable rights available to consumers under the Consumer Protection Act, 2019.
Pricing & Payments
- Pricing: All prices for services are fixed by the business and are subject to change without prior notice. We reserve the right to revise our rates or offer promotional pricing at our discretion. Any change in price will apply to orders placed after the price change goes into effect. (Note: Prices usually include applicable GST unless stated otherwise.) For specialty garments (designer wear, heavily embellished items, etc.), pricing may be decided on a case-by-case basis depending on complexity any such special pricing will be communicated to you before processing.
- Payments: Payment for services is due at the time of delivery or as per the terms on your bill/invoice. We accept multiple payment modes: cash, credit/debit cards, UPI, mobile wallets, net banking, etc. All online/digital payments are processed through secure, authorized payment gateways (which adhere to PCIDSS standards). We do not store your card or banking details on our systems. If a digital payment fails or is not authorized, we may treat the order as unpaid and withhold delivery until an alternate payment is made. In case of any payment failure or unauthorized transaction, the order may be cancelled or delayed.
- Billing Issues: Please review your bill and notify us promptly of any billing errors or discrepancies. We will correct genuine mistakes in billing. Any refunds (if applicable) for overcharges or pre-paid services not rendered will be processed via the original payment method or as service credit or refund, at our discretion, in accordance with applicable law. No refunds are provided for services already correctly rendered (e.g., dissatisfaction due to inherent garment issues or remaining stains is not eligible for refund as per our liability policy).
- Offers & Urgent Service: Discounts or offers (if any) may not apply to express services or special handling requests, unless explicitly stated. Urgent or same-day service, when available, may incur extra charges (e.g., an express surcharge) which will be added to your bill and must be accepted by you before we proceed.
Pickup & Delivery
We offer pickup and delivery services for your convenience, subject to the following terms:
- Timeliness: We strive to adhere to promised pickup and delivery schedules. Typical turn-around times will be informed when you place the order (standard turnaround, express service, etc.). However, pickup or delivery times are not guaranteed and may vary due to circumstances beyond our control. We will attempt to notify you in case of significant delays. Customer Availability: It is your responsibility to be available (or have a designated person available) at the agreed pickup/delivery location and time. If our delivery personnel arrive and no one is available to hand over or receive the items, we may reschedule and you may incur a re-delivery fee for the additional trip. Our team will contact you via the phone number provided if there’s an issue at delivery time.
Third-Party Logistics: We may employ trusted third-party courier or gig delivery partners for pickup and delivery services at times. While we engage trusted third-party logistics partners, our responsibility for garments remains subject to the liability limits and exclusions set out in these Terms & Conditions. - Custody of Items: Our responsibility for your garments begins when our authorized staff or partner collects them from you and ends when they are delivered back to your address and acknowledged by you (or your household/office representative). We are not responsible for garments before pickup (e.g., if you leave them unattended for our driver) or after delivery (e.g., packages left at your doorstep on your request). Please ensure someone is available to hand over and receive the items to maintain chain of custody. We will not leave cleaned items with any unauthorized person or outside your premises without your consent, and if you authorize us to leave items at a designated place, it will be at your own risk.
Force Majeure Delays: If a pickup or delivery is delayed due to extraordinary events such as heavy rains, floods, strikes, traffic disruptions, pandemic restrictions, or other force majeure situations, we will not be held liable for such delay. In such cases, we will deliver the service as soon as feasible, but no compensation or refund will be provided for the delay itself. - Delivery Verification: At the time of delivery, we recommend you verify the number of items and check that all garments listed in the bill have been returned. In the rare event of a missing item, notify us within 48 hours as per the claim policy. Any unreported shortage beyond that timeframe will be treated as resolved. Claims must be raised within 48 hours during business hours via our customer care number, email, or official WhatsApp. Our delivery staff’s count of items (as noted on the bill or delivery challan) shall be deemed correct unless you have an itemized list that proves otherwise.
Unclaimed Garments
We cannot store finished garments indefinitely. Once your order is ready and we have notified you (or attempted to deliver), you are expected to collect it or accept delivery in a timely manner. The following policies apply to unclaimed items:
- Storage Period: We will hold cleaned garments for 30 days from the date of the first delivery attempt or notification that your order is ready. For the first 30 days, we do not charge any storage fee. However, if the garments remain unclaimed after 30 days, we reserve the right to charge a storage fee of up to 50% of the service cost per month for storing your items. This charge (if applied) will be payable at the time of collection/delivery.
- Disposal/Donation: If an order remains unclaimed for an extended period, specifically beyond 60 days, we reserve the right to dispose of or donate the unclaimed items at our discretion. We will make reasonable attempts to contact you (via phone/email/sms/whatsapp provided) before taking this step. After 60 days, however, we assume no responsibility for the garments. Any proceeds or benefits from donated items will not be owed to the customer (they may be given to charity). Please note that disposal of unclaimed articles does not waive your obligation to pay the outstanding service charges.
- Limit of Liability: During the storage period (before disposal), items are stored with appropriate care. However, after the standard 30-day window, we will not be responsible for any deterioration in condition. We strongly advise customers to pick up their cleaned garments as soon as possible to ensure best results and avoid any mishaps. Once items are disposed of or donated after the grace period, we will not be liable for any loss, and you agree that no claim can be made against us for those items.
Right to Refuse Service
We reserve the right to refuse to accept any garment or cancel any order at our sole discretion, under circumstances including but not limited to the following:
- Unsuitable or Risky Items: If we determine that a garment is unsuitable for cleaning or poses a risk to other clothes or our staff/machines (for example, items with extreme filth, contamination, infestation, or those likely to cause damage to other garments), we may refuse to process it. We will inform you of the issue; you may opt to take back such item or have it cleaned at your own risk (if we agree to attempt it).
- Inaccurate Orders or Legal Concerns: If the order details are incomplete, conflicting, or falsely represented (e.g., garment fabric not as stated, or value misrepresented), or if we suspect any fraudulent or illegal activity, we may decline or cancel the service request. Similarly, any request that would violate applicable laws or regulations will be refused.
- Abusive Behavior or Policy Violations: We value our staff and customers and expect respectful conduct. If a customer harasses, abuses, or is violent toward our employees or violates these T&C repeatedly, we may refuse service to that individual. We also reserve the right to bar such individuals from our premises or platform.
- Capacity and Operational Limits: In rare cases, we might refuse or delay new orders due to capacity constraints, emergencies, or other operational issues (for example, if a facility is at full capacity or temporarily closed for maintenance). We will communicate any such situation and, if possible, refer you to an alternate branch or reschedule the service. Refusal of service is typically a last resort, and we will normally provide a reason for any such decision. Our right to refuse service is exercised in line with applicable laws to ensure safety, legality, and quality of service.
Online Orders & Digital Platform
For customers using our online platform (website or mobile app) or any digital service to book orders, the following additional terms apply:
- Account and Booking: You may need to register an account or use an OTP verification for placing orders online. You are responsible for maintaining the confidentiality of your login credentials and for all activities under your account. Ensure that all information provided (pickup address, garment details, etc.) is accurate and current. An order placed online is confirmed only when you receive an official order confirmation (via the app, SMS, or email). If you do not receive confirmation due to technical issues, please reach out to our customer care.
- Online Payment Security: Our online payment system uses secure encryption and trusted payment gateways. We do not store your card numbers or CVV on our servers. Any third-party payment gateway or aggregator is beyond our direct control, and by using such payment methods you agree that we are not liable for their performance. In case of payment gateway failures or banking errors, we will try to inform you and coordinate alternate payment. If an online payment does not succeed, your order may remain on hold or be cancelled, and we will notify you to make payment via another method.
- Digital Communication: By using our digital platforms, you consent to receive communication from us electronically (through app notifications, emails, SMS, or WhatsApp to the registered number). These communications can include order updates, reminders, invoices, promotional offers, and feedback requests. Message or data rates from your carrier may apply for SMS/WhatsApp. You can opt-out of marketing messages by following the provided instructions in those communications, but you will continue to receive transactional messages essential to your orders.
- Service Availability and Errors: We strive to keep our website/app available at all times and ensure information (such as pricing, offers, turnaround times) is up-to-date. However, we do not warrant that the online service will be uninterrupted or error-free. Technical issues or maintenance may occasionally cause service downtime. We are not liable for any loss of data, booking, or delay caused by technical problems on our digital platforms, but we will make reasonable efforts to assist if such issues occur.
- Third-Party Links & Services: Our digital platform may mention or link to third-party services (for example, map services for address selection or third-party pickup services). We are not responsible for the content, privacy, or security of third-party websites or services. If you use third-party services (like a partnered pickup service within our app), you will be subject to their terms and privacy policies as well. We encourage you to read those terms, but note that any arrangement between you and a third-party provider is independent of our agreement with you.
Privacy & Data Protection
We are committed to protecting your personal information and privacy. Any personal data collected from you will be handled as per our Privacy Policy and in compliance with applicable data protection laws, including the Digital Personal Data Protection Act, 2023.
- Use of Personal Data: We collect personal information such as your name, contact number, address, email, and order history to provide and improve our services. All personal data will be used only for service fulfillment, order processing, and customer service purposes. This may include contacting you with service updates, invoices, satisfaction surveys, or relevant offers.
- No Unauthorized Sharing: We never sell or rent your personal information to third parties for marketing. We will not share your data with anyone outside our organization except in the following cases: (a) with trusted partners who assist in operations (e.g., a courier for delivery or a payment processor), in which case they are bound to confidentiality and data protection obligations; (b) if required by law or government authorities; or (c) for fraud prevention or to enforce our terms. Any data shared in these cases will be the minimum necessary for the purpose (principle of data minimization).
- Data Security: We implement reasonable security practices and procedures to protect your data, in line with Section 43A of the IT Act and applicable data protection regulations. This includes using encryption, secure servers, and access controls for personal data stored digitally. While no system is completely foolproof, we continuously update our security measures to safeguard against unauthorized access or breaches. If we become aware of any data breach affecting your personal information, we will inform you and take appropriate remedial steps as required by law.
- Customer Rights: You have the right to access and correct your personal information held with us. For any questions about your data or requests regarding data deletion or correction, you can contact our customer support or refer to our full Privacy Policy (available on our website). We may retain your data for as long as necessary to fulfill orders and for legal or accounting purposes, after which it will be securely disposed of. By availing our service, you consent to the collection and use of your information as outlined above. If you do not agree, please inform us and we will limit data collection, but note that certain data is necessary to complete services (for example, we need your phone number for pickup coordination).
Indemnification
The customer agrees to indemnify and hold harmless the Company, its directors, employees, agents, and partners from any claims, losses, damages, liabilities, costs, or expenses (including legal fees) arising out of breach of these Terms or any third-party claims resulting from misuse of services, misrepresentation of garments, or negligence by the customer.
Bulk or Commercial Orders
Bulk cleaning (e.g., uniforms, hotel linens, rental textiles, etc.) may be governed by separate agreements or contracts. Unless otherwise agreed in writing, these Terms & Conditions shall also apply to all such commercial orders.
Legal Notices & Communication
All legal notices must be delivered in writing via registered post or email to the official address provided on our invoice or website. Notices will be deemed delivered upon receipt.
Delivery Exception Handling
In the event that delivery fails due to incorrect address, refusal to accept, or repeated unavailability, the customer shall be responsible for re-delivery charges or may be required to collect the garments from a designated location within a stipulated time frame.
Invoice Acceptance
Any disputes regarding invoices must be raised in writing within 7 days of the invoice date. Failure to do so shall be deemed as acceptance of the invoice and its contents.
Non-Transferability
Service orders and any claims, credits, or entitlements under this agreement are non-transferable and may only be exercised by the original customer listed on the bill.
GST and Tax Compliance
All prices are exclusive of applicable GST unless otherwise stated. GST invoices will be issued for eligible orders upon request, and the customer is responsible for providing valid GSTIN at the time of booking.
Governing Law & Jurisdiction
These Terms & Conditions are governed by the laws of India, including the Indian Contract Act, 1872 and the Consumer Protection Act, 2019. Any disputes or legal claims arising out of our services or these Terms & Conditions shall fall under the exclusive jurisdiction of the competent courts in Kolkata, West Bengal. Nothing contained herein restricts or limits any statutory rights available to customers under applicable consumer protection laws.
Final Provisions
- Entire Agreement: These Terms & Conditions, together with any service-specific guidelines or invoices, constitute the entire agreement between the customer and our laundry business regarding the services. Any other statements or promises made by employees that materially conflict with these terms are not binding, unless confirmed in writing by an authorized representative of the company. In case of any inconsistency between these Terms & Conditions and any verbal communication, invoice, or promotional material, these Terms & Conditions shall prevail. The customer further confirms that these Terms & Conditions are reasonable, customary for garment care services, and were made available prior to availing the services.
- Changes to Terms: We may update or amend these Terms & Conditions from time to time to reflect changes in services, laws, or internal policies. The latest version will be available on our website or printed on our bills. Continued use of our services after changes constitutes acceptance of the revised terms. However, price changes or material changes will not be applied retroactively to services already in process without your consent.
- Severability: If any provision of these terms is found to be unlawful or unenforceable under Indian law, that provision will be modified to the minimum extent necessary or severed, and the rest of the terms will remain valid and enforceable.
- Waiver: Any failure by us to enforce a right or provision in these Terms & Conditions does not constitute a waiver of such right. We still retain the right to enforce it later or in other situations.
- Customer Support: For any questions, concerns, or disputes, please contact our customer care at support@hdcindia.in. We are committed to your satisfaction and will do our best to address any issues promptly and fairly.
Thank you for trusting us with your garments. We truly value your business and aim to deliver quality service every time. These terms are designed to ensure transparency and trust – if you have any questions about them, feel free to reach out for clarification. Happy Laundry!
(These Terms & Conditions, together with any service-specific guidelines, invoices, and the version published on our official website (https://www.hdcindia.in/terms), constitute the entire agreement between the customer and our laundry business regarding the services.)
- +91 8100 621 777
- support@hdcindia.in
- Mon–Fri: 9:30 AM – 8:00 PM
Sat: 9:30 AM – 3:30 PM
Sun: Closed - Hollywood Laundry Service Pvt. Ltd.
44/1, Sir Hariram Goenka Street, Kolkata – 700007, West Bengal, India
