Terms and Conditions


1.1        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 The Fresh Laundry Company (referred to as “we,” “us,” “our”, or “The Company”) or your obligations.

1.2        By using our service, you acknowledge and accept the following Terms and Conditions.


2.1        GENERAL

2.1.1     We take all reasonable care with any of the services we provide.

2.1.2     We endeavour to make our processing simple and clear.

2.1.3     You can submit as much or as little laundry as you like however please be aware that all orders are subject to a minimum order value of £20.


2.2.1     We will do everything we can to avoid damaging your laundry. Unfortunately although we are fantastic 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 causes any damage.

2.2.2     We reserve the right to refuse to service items that:

(i)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.

(ii)where the items bear an extraneous item that may cause risk to staff, machinery or the item.

2.2.3.    Similarly, if you call and tell us that you left your favourite bracelet, or anything else, in your pocket, we can’t guarantee that we will find or return it.

2.2.4     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 that we think will be adversely processed.

2.2.5     Cleaning and drying laundry also creates other risks. For washed items 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.

2.2.6     Along the same lines, we can’t be held responsible for the re-disposition of colours (aka bleeding) or dimensional changes (aka shrinking or stretching). 


 2.3.1     We are committed to being environmentally considerate and therefore avoid the use of single-use plastics when preparing your garments.

2.3.2     We package hung items in non-woven, breathable garment covers and folded items in non-woven breathable tote bags.

2.3.3     In the event you share the same commitment to saving the environment, the items we use are available to purchase from us and we display the prevailing cost of these on our app and website.

2.3.4     We reserve the right to charge you for these should you decide to retain them beyond redelivery of your items and not return them to our valet.


2.4.1     By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle of over 40 degrees, and dried using a high setting in a tumble dryer.

2.4.2     We do not individually process or spot clean items subject to any laundering process. 

2.4.3     We cannot be held responsible for any damage to clothing that is not suitable for this standard laundering process.  

2.4.4     Unless you have separated it into smaller batches, all of your washing will be loaded into a machine together.

2.4.5     You acknowledge that our wash and fold service is tagged per bag, and that we do not track or tag individual items however all your washing will be retained together. Your washing is processed separately to that of other customers. Rest assured, we carefully track your clothes. For instance, we tag all our bundles with your name, and your clothes are never loose in our facility unless they’re inside a machine, on the folding table, or in their own basket waiting to be folded.

2.4.6     We would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result we can’t be held responsible for any lost laundry; we simply have no efficient way of verifying that we actually received any particular piece of laundry in the first place

2.4.7     If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes – we are much more likely to find misplaced laundry if it is reported early.

2.5        DRY CLEANING

We do spot clean items that are ordered on a dry clean basis.  If you are aware of the sourceof the stain please advise us when the order is submitted and we will endeavour to remove it,however, please be advised some stains cannot be fully removed depending on their nature.

2.6        CURTAINS

We take reasonable care with all soft furnishings.However, are not responsible for damage as a result of:

(i) shrinkage as it is not uncommon for Shrinkage of up to 4% occurring. This is roughly equivalent to 4″ on curtains 8’6″ long.

(ii) weakening fabrics as a result of sunlight or atmospheric conditions which would cause them to shred during the cleaning process.

(iii)  full or partial de-lustration of some glazing.

(iv) yellowing due to smoke damage.

(v)  tide marks caused by condensation.


3.1        We do not guarantee the use of specific detergents, softeners or other commonly used cleaning products.

3.2        We reserve the right to change our preferred cleaning products when we feel fit.  

3.3        We retain data sheets detailing the detergents that we use at any time.  You can request a copy of these at your will via email to operations@fresh-laundry.co

3.4        You are at liberty to supply (at your own cost) any specific laundry products to our staff. Please note if you decide to do this we are unable to retain or return unused quantities.

3.5        Items submitted for dry cleaning are cleaned in shared loads and therefore will be combined with garments from other customers (standard industry practice).  However, items for laundry will not be washed with other people’s laundry, we do wash clothes in washing machines where other detergents may have been used, and it is possible that small amounts of other detergents, which may not be hypoallergenic, may not be completely rinsed out of these washing machines.



4.1.1     Placing an order does not create a contract between us. The contract arises when we send you an email confirming acceptance of your order.

4.1.2     We assign an order number to each order and inform you of it when we accept the order.

4.1.3     Please quote the order number in all subsequent contact with us.

4.1.4     By placing an order with us you confirm you have understood and accept all the terms and conditions and charges laid out in the provision of service to you.


4.2.1.    We only service addresses within a ten mile radius of MK9 Postal Codes (Central Milton Keynes) and NN3 Postal Codes (Northampton)

4.2.2     Although we cannot give you an exact time we offer two-hour time slots. You select on booking which will be the most suitable for you.

4.2.3     We endeavour to arrive in the time slot however, we can’t be held accountable if we are late due to unforeseen circumstances.  In the event of an unavoidable delay we will contact you.

4.2.4     Whilst we attempt to offer a door-to-door service this is restricted to ground floor properties.  In the event that the address is not on a ground floor level our valet will park in the closest ground floor location to your given address and will call you on the phone number you have provided to advise you that they have arrived.  Once you have had the call from our driver you need to bring your washing to the vehicle where it will be collected.

4.2.5     For the benefit of all collection bookings, we hope that you will  strive to be on-time when you receive that call as our driver can only wait a maximum of ten minutes on arrival or we risk inconveniencing other customers and you risk incurring additional fees if we have to return or leave the site without successful execution of the collection.


4.3.1     We return all processed garments in environmentally friendly packaging and covers.  These items remain our property and you will be charged for them at our prevailing retail rate as published on our website if you decide to retain them. 

4.3.2     When the driver collects your washing they will advise you of the date and timeslot for redelivery.

4.3.3     Our standard service is 48 hours and if you require a quicker turnaround it will be subject to an express charge of 20% of total order value.

4.3.4     Delays in processing your washing are unlikely, however we will advise you if this is the case however, our liability in this instance is limited to the return of any express fee previously charged.

4.3.5     If you are unable to accept the date that the driver offers you for return, we can hold back the redelivery to a date of your choice, but please be aware we can only hold laundry for a maximum of two weeks.

4.3.6     Alternatively we can redeliver to any address of your choice as long (as it does not exceed our ten-mile boundary).

4.3.7     If we are redelivering clean washing and you are unavailable we will return the laundry to our site pending your instruction.

4.3.8     You can subsequently call us and ask for a revised time for delivery or the location of the items.

4.3.9     We reserve the right to charge an additional delivery fee if we have to make a second or subsequent attempt.

4.3.10  Alternatively you can arrange to collect it from our site (or send your named agent into collect it on your behalf) during our standard manned hours.


4.4.1     If you have 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 neighbour), we are not responsible for your laundry before we have picked it up or after we have dropped it off. 

4.4.2     You agree that our records of pick-up and drop-off times are true and accurate.

4.4.3     If we have left laundry unattended at your request you acknowledge you will be charged for all packaging that we also leave on site. 


4.5.1     Please note that we only hold your unreturned laundry for a maximum of two weeks.

4.5.2     We have limited storage space and therefore after this amount of time we reserve the right to dispose of your laundry.  We do this by donation to a registered charity of our choosing.

4.5.3     In accordance with 4.6.6 (below) we reserve the right to charge a reasonable fee (£10 weekly) for storage.


4.6.1If for any reason we are unable fulfil your order we will let you know by email.

4.6.2     You may make a change to an order at any time before the collection time set out in our email acceptance of your order by contacting us by phone clearly stating your order number.

4.6.3     You may cancel or reschedule collection or redelivery of your order with no additional charge at any time up to 4 hours before the collection time by contacting us by phone.

4.6.4     We reserve the right to levy a £10 administration fee in the event you cancel or reschedule either a collection or redelivery within four hours of any pre-arranged timeslots.  These fees will be deducted from your preregistered card.

4.6.5     You acknowledge that once an item has been collected from you, we have begun providing the services to you and that any rights of cancellation or rescheduling you may have will be lost.


4.6.1     Of course we don’t anticipate having any problems with our customers refusing to pay, but just in case, we make paying easy for you but also protect our interests if it doesn’t happen.

4.6.2     On registering with our App you will be asked to submit details of your chosen payment card.  The registration of the card details is held securely by our payment processing provider. 

4.6.3     For orders placed via our App no monies are taken from the card until your laundry has been processed.We request payment when the order is leaving our processing site for redelivery.

4.6.4     We will not deliver your order until we have successfully requested payment in full for the order.

4.6.5     If for any reason we are unable to take payment you will become liable to us for the sum due plus interest at the rate of 3% a year above the base lending rate of Bank of England from time to time. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgment.

4.6.6     We also reserve the right to charge for reasonable storage costs. 


5.1        In the event you are not satisfied with the service we request you advise us by email (including images if possible) within 24 hours of redelivery. 

5.2        We will reprocess any items that you are unsatisfied with provided your complaint has been within 24 hours and provided you have not made an attempt to personally reclean the item.Any requests to re-launder made after 24 hours will be discretionary.

5.3        The re-cleaning only applies to individual items which have been cleaned by TheFresh Laundry Company and the original order number must be quoted.

5.4        We do not spot clean individual items that were subject to any laundering process as all laundry is conducted on a wash load basis. 

5.5        Please note with dry cleaned items, in spite of our best endeavours it is not always possible to remove stains. If we cannot remove a stain we will inform you. In this instances, we are not able to offer a complimentary re-clean.

5.6        As a consumer, you have statutory rights if our services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.


6.1        Referral offers extended to existing customers will only be applicable upon completion of a transaction from the referred party and payment has been successfully received.

6.2        Referral vouchers cannot be used in conjunction with any other customer offer or promotion.

6.3        Referral vouchers have an expiry period of 30 days from the day that they are issued.

6.4        Gift Vouchers cannot be redeemed for cash or returned for cash refund.

6.5        Any amount not used from the digital gift card cannot be redeemed on another order.

6.6        Reselling a gift card strictly prohibited and renders the gift card void.

6.7        Only one gift card or code may be used per transaction.

6.8        Gift vouchers are not redeemable against any referral offer.

6.9        Gift vouchers that become lost or stolen or used without consent of the owner are not our responsibility.

6.10      Any expiry date is stated on the gift card.


7.1        Our liability under this agreement shall be limited to general money damages in an amount not to exceed the charges for the term of service paid by customer in the term under which the damages are alleged to have occurred.

7.2        In no event will we be held liable or be responsible for any consequential, special, indirect, incidental, or punitive loss or damages whether or not we knew or should have known of the likelihood of any loss or damages.

7.3        We disclaim all warranties express or implied with respect to the services rendered under this agreement.

7.4        We will not be responsible for any loss or damage (including, without limitation) any colour loss or bleeding, shrinkage or other damage where items are not labelled correctly or where you have failed to bring to our attention any special instructions.

7.5        In the event we reimburse you for loss or damage that value with be calculated in line with the Fair Compensation Guidelines as provided by the Textile Services Association. These values take into consideration age of garment and depreciation from the original value based upon wear and tear. 

7.6        As our services are offered for private use only you agree not to use them for resale. You agree not to use the services for any commercial, business or re-sale purposes and therefore we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

7.7        In the event we reimburse you for the damage to any part of your order we will retain the title to the item that we have compensated you for.

7.8        We will not be responsible for any single item valued over £250.


7.9        Our liability is limited to a maximum of five times the value of any order.

7.10      We reserve the right to ask you to provide proof of purchase or receipts in the event you are making a claim for reimbursement.  In the event such proof is unavailable your rights to reimbursement may be affected.


8.1        We take privacy and personal information seriously. We use customer information to provide services, to process payment, facilitate billing, and for any other purpose reasonably necessary to provide services under this agreement.

8.2        Personal information may be disclosed when required by law necessary to enforce this agreement or necessary to protect the rights, interests, property of safety of The Fresh Laundry Company. We also may send merchant service announcements, newsletters, and periodic notices about specials and new products.


9.1        As our business changes, we may want to modify some of terms in this agreement. Therefore, we encourage you to check back frequently to familiarise yourself with any changes.

9.2        This contract is between The Fresh Laundry Company and the customer. No other person shall have any rights to enforce any of its terms.

9.3        Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that anyof them are unlawful, the remaining paragraphs will remain in full force and effect. 

9.4        Although we think we are generally agreeable people, we recognise that The Fresh Laundry Company and you may have a dispute. In this event, you agree that any legal action is to be held in the Courts of the England or Wales.

Copyright 2019 The Fresh Laundry Company  |  Your Privacy  |  Terms and Conditions
REGISTERED ADDRESS:   32 St Helena Ave, Newtonleys, Milton Keynes, Bucks, England, MK3 5FL 
TRADING ADDRESS:    29b Farthingrove Netherfield, Milton Keynes,  MK6 4JH

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Drop-Off Locations


19c Melrose Avenue,
Milton Keynes, MK3 6PB


44 Church Street,
Milton Keynes, MK12 5JW.


43 Oulton Rise,
NN3 6EW.

Tel: 0333 123 W-A-S-H (0333 123 9274)*