Service Terms and Conditions

In these Terms & Conditions, “we” means Mazzi Ltd and “you” means you – our very important customer

Rest assured, your satisfaction is our first priority. In fact, we treat your laundry as if it were our own, however we still need to agree to some rules to ensure that there are no misunderstandings about Mazzi Laundry Inc.'s (referred to as "we," "us," "our", or "Mazzi Laundry") or your obligations. By using our service, you acknowledge and accept the following Terms and Conditions..

Suitability for Laundering

By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process. Similarly, we reserve the right to refuse to service items that we feel will be hazardous to our staff, such as items heavily soiled with human or animal waste. This is for the health and safety of our team.

Damaged Laundry

We will do everything we can to avoid damaging your laundry. Unfortunately there are limitations to what we can do. For example, we don't have time to check your pockets to see if you have left anything in them. Therefore, we can't be held responsible if something left in your laundry (like lipstick, chewing gum, or a pen) causes any damage. Similarly, if you call and tell us that you left your favorite bracelet, or anything else, in your pocket, we can’t guarantee that we will find or return it.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble.

Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is "dry-clean only," or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us.

We wash all items together as our standard procedure. But if you divide your clothes into separate bages colours and whit loads before your pick-up, we can run two separate loads. This incurs a £5 Separate Load Charge. Note that we do not separate clothes according to your instruction, and ask that you do the separation and take responsibility for what's in each load. Along the same lines, we can't be held responsible for the re-disposition of colors (bleeding) or dimensional changes (shrinking or stretching).

CLAIMS

If you are unhappy with our service, please raise this issue with the branch that handled your garment. Official complaints should be submitted in writing within 48 hours

Liability for any reason (including, but not limited to, lost or damaged items) is limited to the lesser of 5 times the cleaning cost or the depreciated value of the item as determined by the International Fair Claims Guide.

We will not be liable for any item(s) not collected more than 3 months after dropping-off such item(s) with us.

Any claim settled by us will be on condition that it is accepted by you as full and final settlement We will not be liable for any damage which is not related to or caused by the cleaning process We will not be liable for any claim which is excluded under the General Exclusions paragraph above or if you haven’t followed the process for making a claim under the paragraph above We follow the Textile Service Association (TSA) industry guidelines for fair compensation. From these guidelines we would potentially compensate you once liability is proven by us, only once the age, original value and proof of purchase from you is clearly established. We do not replace old for new and therefore need to establish the age, state and condition of the item(s) prior to any compensation being paid out. We will apply a depreciated value to the item(s) as set out by the TSA guidelines. If there is doubt as to the cause of damage to any item then an independent third party will be appointed by the Laundry Technology Centre. The result of such analysis will be final and will form the basis for any compensation due. The costs of any such analysis shall be paid for by the party which the Laundry Technology Centre determines is liable.

Dry Cleaning Terms

Mazzi Laundry will inventory all dry cleaning items once they arrive at the facility to be cleaned. This inventory is final, and we will track your items carefully to return them to you. However, in the event of loss or damage of dry cleaned items, we will reimburse the depreciated value of the item as determined by the Fair Compensation Guidelines as provided by the Textile Services Association. Should you find an issue with one of your pieces, please notify us within 48 hours of your delivery.

As with our standard laundry process, Mazzi Laundry cannot be responsible for wear and tear resulting from cleaning, for very delicate items such as buttons or sequins, or for clothing missing proper care labels.

Curtain Cleaning Terms

We will proceed with cleaning your curtains on the basis that you understand the following risks;

1. If a manufacturer's care instructions are not affixed to your curtains, cleaning will be at the owners risk.

2. Ultraviolet damage or sun rot may occur when curtains have hung in a window for prolonged periods. The movement in cleaning can damage/tear the weakened material.

3. Blackout/vinyl-backed linings - There is a high risk that these linings may blister and peel in the cleaning process. Manufacturers should use materials/linings suitable for dry cleaning but often do not. We estimate 1 in 10 blackout linings will be damaged in dry cleaning.

4. Shrinkage may occur when cleaning curtains for the first time especially if they are interlined. It can be typically 3% to 5%. To minimise the risk of shrinkage asks for our specialist cleaning. (Which includes lower temperature drying and steam stretching during the finishing process).

5. Stains cannot always be removed. Water-based stains are particularly difficult.

6. Hems & linings - The curtain dry cleaning process involves movement. We do not accept responsibility for weak stitching coming undone in this movement.

Treating stains

We do not guarantee the removal of any stains
The basic price of cleaning does not include the removal of stains.
Stain removal is often made easier if stains are identified at the time of leaving the garment.
Unusual stains can be treated before dry-cleaning to improve results.
An extra charge may apply where garments need extra treatment, depending on the time and costs involved.

Minimum Weight, Minimum Fee

You can send us any amount of laundry you choose, but any loads weighing less than 6kg will be rounded up to our minimum weight of 6kg. If we are delivering your order the minimum £30.00 + VAT will be charged.

Pick-up and Delivery Scheduling

We will do our best to pick-up your order at the agreed time. We know that we won't have very many customers if we are late. That being said, we can't be held accountable if we are late for unforeseen circumstances. Similarly, we hope that you will strive to be on-time for our deliveries. If you do miss a pick-up or delivery, we will try to coordinate an alternate time as soon as possible.

To prevent order errors, all services must be tied to an appointment. If we are coming to your house for a delivery and you have additional dirty laundry that you would like to be picked up, please schedule an additional pickup online or notify Customer Care at least 1 day before your scheduled service.

A No Show is when we show up to your door, but you and your laundry aren't around. In the case of a No Show, we reserve the right to charge a £30.00 +VAT No Show fee. Keep in mind, there's no fee if you cancel or reschedule more than 1 day before the start of your delivery day.

Once your order is ready for delivery or collection, we will inform you and request collection to be made or delivery arrangements to be agreed.

If collection is not made, or you do not agree a delivery date and time we will then provide you a written warning.

If no response and or arrangement is made to collect / delivery the order within the proceeding 7 calendar days from the date of the warning, we will then arrange for your order to be placed in storage for a maximum period of 90 calendar days at a cost of £10.00 per day to you.

vi. If after 90 calendar days the full amount of the order and all storage fees are not paid, we will dispose of your order as we see fit. We will not be held liable for any loss that you may suffer in such an event.

Unattended Pick-up and Delivery

If you request that we leave your laundry unattended (e.g., on your porch, in a hallway, or in your foyer) or with a third party (e.g., with a doorman or a neighbor), we are not responsible for your laundry / dry cleaning order before we have picked it up or after we have dropped it off. You also agree that our records of pick-up and drop-off times are true and accurate..

Payment

We do not accept cheque payments.
All prices subject to VAT at the current VAT rate.
All prices are subject to change from time to time.
Payment needs to be made to us in full before we can release items back to you, unless we have an agreement with you.
We reserve the right to suspend servicing you if old orders remain unpaid.

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