Satisfaction 100% Guarantee
If you are not completely happy with the quality of our dry cleaning we will re-clean the items free of charge. Just let us know within 2 days of receiving your delivery and we will pick up, re-clean and deliver your garment back to you with no fuss and no charge.
If you are still unhappy with the dry cleaning at this point we will give you a 100% refund, with no fuss.
Customer Query and Complaints Policy
We want to hear any concerns, complaints or worries that you have. Please email us and we shall respond usually within 2 hours.
If you would rather phone us we will deal with complaints as a matter of priority.
desk dry cleaner is a sophisticated and highly modernised dry cleaning service. We handle many different items, orders and deliveries 24 hours a day. We are the first to admit that things do, very occasionally, go wrong.
Usually we can resolve issues extremely quickly. If we cannot resolve the issue we have a fair compensation policy and will refund and compensate our customers well above the industry standard.
Dry Cleaning Authorisation Policy
Usually we can pre-empt potential problems and determine that there is a risk if we proceed to dry clean your garment. This may be due to colourfastness, the resistance of an item to the dry cleaning process, or about the age or weakness of the fabric. In this instance we will not dry clean the garment without express authority from you personally.
We will contact you as soon as we have identified a risk and explain why we believe that there may be a problem by continuing the process. Usually customers will ask whether the label states that the garment is safe for dry cleaning and if so that we should proceed. In this circumstance we will request a 'release form' from the customer and then continue with extreme care. Liberating Services Ltd will not be held responsible should a problem then occur since we both warned you and obtained consent to proceed. However, we will work with you should you decide to make a complaint against the manufacturer.
If we cannot contact you within 24hours we shall return the item to you without having dry cleaned it and refund you in full for any charges incurred. You may then chose to re-submit the item with a release form which acknowledges that we shall clean your item at your own risk.
Delivery Policy
Late Delivery- We have spent many hours and tested a range of different procedures to help ensure that your dry cleaned garments arrive when expected. However, London traffic being as it is there might be unusual circumstances which make it impossible to deliver your order during the scheduled day. We will do all that we can to keep you fully informed using email, text messages or telephone. Our policy is that if we cannot deliver on the expected day, it will be delivered immediately the following working day.
Right to Refuse
Liberating Services Ltd reserve the right to refuse our service to any customer.
Vouchers and Offers
All vouchers and offers, whether displayed on the website, advertisement, leaflet or any other means, have no monetary value and cannot be exchanged fully or partly for cash. They can only be redeemed as part or full payment on an order.
If a voucher is for more than the item cost in one order, the balance cannot be carried over to a future order.
Vouchers are limited to one per household unless otherwise stated.
Vouchers are for the items specified only, and not exchangeable or transferable for other items or orders.
Vouchers for multiple items are for items placed in the same order, unless otherwise stated.
All offers and vouchers terminate at the end of the calendar year of issue, unless otherwise stated.
Cancellation or refusal of an order and access to the address
"Sorry folks, this bit comes across as a bit negative and does not really reflect the way we try at all times to be flexible and go the extra mile. However, we have to make sure we do not end up wasting time instead of helping you."
If, after placing the order, a customer becomes aware the driver will not be able to collect or deliver to their address at that time due to any circumstances, the customer must inform the company as soon as possible. The company will endeavour to agree another convenient time, but this would be subject to availability by time and date.
If the driver visits the address within the scheduled time and there is no response or is unable to gain access, the customer will be informed. In such circumstances, the company will endeavour to agree another convenient time, but this would be subject to availability by time and date. The company reserves the right to terminate the account of a person or address where this occurs repeatedly.
The company reserves the right to not accept an order or cancel an order if there is reason to suspect staff may be at risk of physical or verbal abuse or if there have been problems of the customer not opening the door to a collection or delivery previously or difficulties of access to the premises.
Where an order requires collection or delivery above the third floor, should there be no access by lift, either permanently or temporarily, the company reserves the right to decline the collection or delivery. The company would want to be helpful in these situations and would request that the customer contact them and make them fully aware of the situation and needs. Where it is possible, practical and not a health or safety issue, the company will endeavour to explore ways to still help the customer but cannot guarantee to be able to do so.
Garment Damage Policy
If you believe that we have damaged your garments in anyway please contact as ASAP. We will do all that we can to resolve the situation but we need to be informed within 48 hours of delivery. We will then arrange for the item to be picked up and sent to us where we will adopt the following procedure:
* We will investigate the stated complaint promptly and if we establish that we were negligent we shall pay fair compensation based upon the current value of the garment. This usually amounts to around 6-10 times the cost of the dry cleaning. This procedure is based upon the Office of Fair Trading guidelines.
* If we do not believe that we were at fault we will suggest that you accept the findings of an independent report by www.satra.co.uk or similar mutually agreeable organisations. If it is found to be our fault we will pay the full cost of the arbitration, we shall compensate the original dry cleaning charge and will offer additional compensation for the damage.
* If we are found not to be at fault we will expect you to pay the cost of the arbitratation.
Our damage policy is in line with the Office of Fair Trades recommendations our compensation levels are usually well above the average high street dry cleaners.
Garment Loss Policy
Should you be unable to pick up your delivered item within 48 hours, due to holiday, illness etc. please let us know ASAP in writing and we shall arrange to keep your garments safely for an agreed time period.
Should you have reason to believe that we have lost an item please let us know within 48 hours of delivery so that we can locate it. We have advanced tracking facility meaning that we can locate where and how the problem occurred very quickly, we can then return the item to you normally within 24 hours. We take responsibility for the item from the moment you leave it at the drop off point and we offer an amount based on replacement cost for the garment as compensation in the exceedingly unlikely event of loosing any of your items.
Statutory Rights
These terms and conditions do not affect your statutory rights as a consumer.
