1.About these terms
These terms apply when you book ArkLaundry, a trading name of [to confirm: company legal name], company number [to confirm: company number], [to confirm: trading address]. By booking a collection you agree to them. If you are a consumer, nothing here affects your legal rights, including your right under the Consumer Rights Act 2015 to a service carried out with reasonable care and skill.
2.Prices and payment
Our prices are on the prices page. Home prices include VAT. Business prices are shown without VAT. VAT registration: [to confirm: VAT registered?].
Minimum order for homes: [to confirm: home minimum order]. Minimum per business collection: [to confirm: business minimum per collection]. Express service: [to confirm: express price].
Collection and delivery are free on orders of £50 or more. Orders below £50 pay a delivery charge of [to confirm: delivery charge on smaller orders], shown before you confirm. The order value is the total of the items we collect, before any discount.
We accept [to confirm: payment methods]. Business accounts are invoiced; payment terms are in your quote. If we weigh or count your items and the total differs from your booking, we charge for what we actually receive and tell you first if it is more.
3.Collection and delivery
We collect and return on the day agreed. Please make sure we can get in, or leave your bags somewhere safe that you have told us about, such as a concierge, porter or neighbour. If we cannot collect or deliver because we cannot get access, we will contact you to rearrange.
4.Changing or cancelling
You can change or cancel a collection free of charge until [to confirm: cancellation notice] before the time booked. Business customers can end a regular round at any time with the notice set out in their quote.
5.Before you hand items over
- Empty all pockets. We cannot be responsible for items left in pockets, or for damage they cause.
- Tell us about delicate items, stains and what caused them, and anything that needs special care.
- Do not send items that are hazardous, soaked in oil or chemicals, or contaminated with bodily fluids, unless agreed with us first.
6.How we clean
We read the care label on every item and clean it the way the label allows. If an item has no label, or the label would put it at risk, we contact you before cleaning.
We always try our best to remove stains, but some stains, old marks, colour loss and fabric wear cannot be removed or reversed. If we cannot get something clean, we tell you rather than return it as if it were.
7.If something goes wrong
Please check your items and tell us about any damage or missing item within [to confirm: time to report damage] of delivery, and keep the item so we can look at it.
If we damage or lose an item through our fault, we will either re-clean or repair it, or pay compensation based on the item's age and condition, up to [to confirm: most we pay for a damaged or lost item]. Business accounts: every bag is counted in and out, and any shortfall is checked against the count.
8.Items not collected
If we cannot return your items and cannot reach you, we keep them for [to confirm: days we keep unclaimed items] days. After that we may donate or dispose of them, after trying to contact you.
9.Complaints
Tell us first so we can put it right: email [to confirm: contact email] or call [to confirm: phone number]. We aim to reply within two working days.
10.The law
These terms are governed by the law of England and Wales. Last updated: 30 October 2026.
