TERMS AND CONDITIONS OF LAUNDRY, DRY-CLEANING AND ANCILLARY SERVICES

"Customer" means the person or entity in whose name an Order is placed. "Item" means any garment, textile, furnishing, footwear, bag or other article entrusted to us. "Service" means the laundry, dry-cleaning, hydrocarbon or related service booked for an Item. "Order" includes the relevant booking, invoice and recorded transaction details. "Store" includes an authorised retail outlet or collection point.

For the purposes of the order, the Customer represents that the Customer is the owner of the Item or is otherwise lawfully entitled and authorized to entrust the Item to the Company for the Services and to give instructions in relation thereto.

By placing an Order, handing over or arranging collection of an Item, permitting a Representative to do so, making or authorising payment, or otherwise instructing us to provide our services after these Terms have been made adequately and reasonably available in the manner stated hereinabove, the Customer accepts these Terms.

For an ordinary retail Order, acceptance of these Terms does not require a handwritten signature or separately signed physical document and may be evidenced by the Customer’s conduct, electronic confirmation or other recorded means.

Where an Item involves exceptional value, unusual treatment, substantial pre-existing damage, treatment contrary to a care label, a specifically identified material risk, or any other circumstance requiring particular caution, we will, where reasonably practicable, inform the Customer of the relevant concern before processing and record the identified condition or risk in the booking remarks. Where the Customer, after being informed of the recorded concern or risk, agrees to proceed with the Service, the Item may be processed on that basis. If the disclosed risk subsequently materialises despite the exercise of reasonable professional care, that occurrence will not by itself constitute negligence or deficiency in Service.

Our POS, Order, Invoice, booking, payment, communication, processing, delivery, photograph, video and other business/electronic records may be maintained as records of the transaction and of the version of these Terms applicable to it. Loss or non-retention by the Customer of a receipt, message or copy of these Terms does not by itself invalidate our transaction records.

No employee or Representative is authorised to give a warranty or guarantee of stain removal, restoration, garment value, compensation, processing result or other material variation of these Terms unless the same is expressly recorded and accepted through an authorised Order record or Company communication.

Our principal business is laundry, dry-cleaning and related processing of Items for return to Customers. Depending upon what is offered and booked, Services may include washing, laundering, wash-and-fold, wash-and-iron, dry-cleaning, wet-cleaning, stain/spot treatment, steam pressing, ironing, starching, whitening, bleaching, dyeing or colour treatment, leather/suede processing, shoe or bag cleaning, carpet/rug/curtain/furnishing cleaning, repairs, alterations, mending, invisible mending, finishing, packing, pickup, transportation, delivery and related services.

Only the Service stated or reasonably identified in the Order, Invoice, quotation or accepted booking record is included. Unless a particular process has been expressly agreed, we may select a reasonably appropriate professional process having regard to the Item, its apparent condition, care information and the Service booked.

We may decline an Item, recommend an alternative process, suspend processing or seek further instructions where the Item or requested Service appears unsafe, inappropriate, technically unsuitable, materially different from what was apparent at booking, or likely to create an undue risk of deterioration.

An Item is entrusted to us principally for the performance of the agreed Service and its return to the Customer. Our custody of an Item before, during and after processing, including while it remains awaiting collection or delivery, is incidental to that Service.

Mere possession or continued retention of an Item does not make Hollywood Laundry a warehouse, locker facility, long-term storage provider, specialist garment-preservation or conservation service, or insurer, nor does it create any agreement to preserve or retain the Item indefinitely.

Where an Item remains with us after completion of the Service, including during the included holding period or any extended holding permitted under these Terms, such continued custody remains incidental to the original Service and does not become a separate long-term storage or preservation contract unless expressly agreed otherwise.

After completion of the Services and giving a Ready Notification for collection of the ready garments, as described in Clause 21, the Company’s ordinary obligation to retain an Item for collection or delivery shall not extend beyond 180 days from the date of the Ready Notification. If the Item remains unclaimed or is not collected by the Customer within 180 days from the date of the Ready Notification, the Company shall be entitled, at its sole discretion and subject to applicable law, to take steps to terminate its custody of the Item in accordance with Clause 25. Thereafter, the Company shall not be required to continue retaining the Item indefinitely for the Customer. The Customer shall thereafter have no right, title, claim demand, objection, complaint or other adverse contention whatsoever, in respect of such Item or its disposal, sale, donation, destruction, or other manner of dealing.

An Item may be handed over, instructions may be communicated, payment may be made or collection may take place through the Customer personally or through a family member, employee, domestic staff member, driver, agent, delivery person or other person reasonably appearing to act on the Customer's behalf ("Representative").

A person who presents an Item or uses the Customer's name, registered mobile number, Order details or other transaction information represents for routine Order purposes that they are authorised to act in relation to that Order. We may reasonably rely upon routine instructions received from such a Representative unless previously informed otherwise or circumstances reasonably require further verification.

Any instruction given or information provided by the Representative of the Customer shall be deemed to be given or provided by the Customer. Any circumstance arising out of any instruction given or information provided by the Customer or the Representative of the Customer shall be the sole responsibility of the Customer subject to the applicable laws.

At intake or collection, we may count, describe, tag, barcode, photograph, video-record or otherwise record an Item for identification, processing, condition recording, quality control, Customer communication, delivery verification, complaint investigation, claims management, security or fraud/loss prevention.

Our inspection at booking is a preliminary practical visual inspection appropriate to a commercial laundry and dry-cleaning operation. It is not a laboratory examination, microscopic inspection, forensic investigation, destructive test, textile-engineering analysis, authenticity assessment or valuation.

Booking remarks, including condition remarks, special instructions and identified risks recorded in the Order/Invoice at the time of booking, form part of the contemporaneous Order record and may be relied upon in relation to the apparent condition of the Item, information or instructions communicated at booking and the Service booked. Such remarks record matters reasonably observed or communicated at that time and are not intended to constitute a complete technical examination or description of the Item.

A further and more detailed examination may be undertaken during sorting, workshop inspection, stain examination or processing. Any condition, defect, weakness, damage, colour instability, previous repair or other relevant characteristic reasonably observed at that stage may be recorded in our POS, workshop record, photograph, video, scan or other contemporaneous record and may supplement the booking remarks as part of the Order record.

Many defects, weaknesses or deteriorated conditions may be concealed within fibres, seams, stitching, linings, interlinings, adhesives, coatings, bonded or laminated layers, embellishment attachments, folds, previously repaired areas or other parts of an Item and may not reasonably be visible or identifiable at booking. Accordingly, the absence of any defect, stain, weakness, tear, hole, colour issue, deterioration, repair, alteration or other condition from the booking remarks does not constitute a representation or warranty that such condition was absent when the Item was received.

Where a condition subsequently identified appears material to the safety of further processing or may materially affect the expected result, we may, where reasonably practicable, record the condition, seek further instructions, or suspend, modify or decline further treatment.

Where a condition becomes apparent only during or after a stage of examination or processing reasonably necessary to reveal it, the mere fact that it was first noticed after processing commenced does not by itself establish that the condition was caused by us. Responsibility, if any, shall depend upon the actual cause of such condition.

Where Items are collected off-site, received in bulk or initially recorded by a pickup Representative, any preliminary count or description may be confirmed upon sorting and barcoding. We will endeavour to reconcile any material discrepancy identified before processing.

The Company's contemporaneous POS, barcode, scanning, intake, workshop, photograph, video, delivery and communication records may be relevant evidence in investigating any later discrepancy or complaint.

At or before booking, the Customer should disclose any known fact, condition, previous treatment, previous alteration or repair or modification done to the Item, cleaning instructions provided by the seller or manufacturer of the Item, or unusual characteristic that may materially affect the suitability, safety or expected result of the Service, including valuable/designer/bridal/vintage Items, leather/suede, delicate or heavily embellished articles, previous repair or alteration, home stain treatment, dyeing/bleaching/chemical treatment, known colour instability, weak fabric, loose ornamentation, missing/questionable care labels, concealed defects known to the Customer, or unusual construction.

The Customer should identify any Item believed to have exceptional financial, sentimental, antique or collectible value and communicate the same to us expressly so that we can consider whether ordinary commercial processing is appropriate or whether special arrangements should first be discussed.

The Customer is not expected to identify defects or characteristics of which the Customer could not reasonably be aware. However, failure to disclose a material unusual characteristic or defect in the Item actually known or which should reasonably be known to the Customer may be relevant to treatment selection, foreseeability of risk and the respective responsibility of the parties.

We will exercise reasonable professional skill and the degree of care required, having regard to the nature, apparent condition, characteristics and value of the Item and to the Service being performed. Acceptance of an Item does not make us an insurer or guarantor of the Item.

Professional processing may involve controlled mechanical movement, solvent, water, moisture, detergent, spotting agents, drying, steam, heat, vacuum, tension, finishing or pressing. An Item that appears satisfactory during ordinary wear may contain inherent, latent, pre-existing, age-related or manufacturing-related weaknesses which become apparent only during an otherwise appropriate process.

Examples include, but are not limited to, weakened fibres, hidden sun or perspiration damage, oxidised stains, unstable dye, loss of colour, fastness, previous chemical damage, shrinkage characteristics, aged elastic or foam, degraded adhesive/coating, defective bonded fabric, weak stitching, faulty interlining, brittle finishes, poorly secured trims and deterioration concealed beneath linings or embellishments.

An adverse result occurring while an Item is in our possession does not by itself establish negligence or deficiency in Service. Where deterioration or failure is attributable to an inherent, latent or pre-existing characteristic and could not reasonably have been prevented by proper professional care, we shall not be held responsible merely because the condition manifested during processing.

We may reasonably rely upon manufacturer care labels and information supplied by the Customer unless circumstances indicate that doing so would be inappropriate. A care label is provided by the manufacturer or supplier and is not a representation or guarantee made by us.

Where a care label is missing, unreadable, appears inconsistent with the Item, or the Customer requests treatment inconsistent with it, we may recommend another process, seek further instructions, refer the Item for specialist treatment or decline the Service.

Where an Item is stained, discoloured, weakened, torn, damaged, deteriorated, previously repaired or treated, or otherwise has a condition or characteristic that may increase the possibility of further deterioration during processing, we shall record the Item as “Customer Risk” in the Order/Invoice, booking remarks, workshop record or other contemporaneous record, together with the relevant condition or risk where reasonably practicable.

“Customer Risk” means that an identified inherent, pre-existing or treatment-related risk exists, including the possibility that the existing condition may worsen, extend or become more apparent during otherwise appropriate professional processing.

Where the relevant condition or risk has been clearly communicated to the Customer before processing and the Customer thereafter instructs or authorises us to proceed, that instruction or authorisation may constitute acceptance of the identified Customer Risk. Acceptance may be evidenced by an OTP, WhatsApp or other electronic approval, a recorded telephone confirmation, the Order/Invoice remarks acknowledged by the Customer, Customer conduct or another reliable contemporaneous record. A handwritten signature is not required where the Customer’s informed authorisation is otherwise reasonably evidenced.

Where the condition presents a substantial risk of further deterioration or damage, but treatment may reasonably improve, recover or extend the useful life of the Item, we may, instead of declining the Service, agree to attempt it as a “High-Risk Treatment.” 

If a material risk is first identified during workshop examination or processing, we may supplement the relevant remarks and, where further instructions are reasonably required, contact the Customer before continuing or suspend, modify or decline further treatment.

Identified risks may include further tearing or enlargement of an existing hole, fibre or seam failure, colour loss or change, bleeding, shrinkage, distortion, loss or detachment of embellishments, adhesive or coating failure, change in finish or texture, or another deterioration reasonably arising from the identified condition.

Where an identified and accepted Customer Risk or High-Risk Treatment risk materialises despite the Service having been performed with the standard of professional care required by applicable law, the resulting deterioration shall not, merely because it occurred during processing, constitute negligence, deficiency in Service or liability of the Company.

Complete removal of any stain, spot, mark, discolouration or odour is not guaranteed. Laundry or dry-cleaning charges include the normal spotting and stain-removal procedures reasonably incidental to the Service, but do not include unlimited attempts or every specialised, intensive or repeated treatment that may be required for a particular stain.

Certain heavy, set, oxidised, unusual or difficult stains may require a separately chargeable Specialised Spot Treatment, involving additional chemicals, testing, treatment stages, labour, time or professional attention. Where such additional treatment is materially chargeable, we will seek the Customer’s approval before undertaking it.

The charge for Specialised Spot Treatment is for the additional professional treatment undertaken and is not a success fee or guarantee that the stain will be completely removed. The result depends upon the nature, age and composition of the stain, the fabric, dye, finish, previous treatment and condition of the Item. Where the booked Service and any approved stain treatment have been performed with the standard of professional care required, incomplete stain, spot, mark, discolouration or odour removal alone does not create an entitlement to a refund or discount.

Some stains may have permanently affected the underlying dye, fibre, finish or coating, while others cannot safely be removed without creating an unreasonable risk of colour loss, bleeding, fibre damage, texture change, shrinkage or damage to the Item or its embellishments. We may therefore limit, discontinue or decline further stain treatment where, in our reasonable professional judgment, further treatment would create an undue risk to the Item.

Where a proposed Specialised Spot Treatment itself involves a material risk of deterioration, the Customer Risk / High-Risk Treatment provisions of Clause 8 may apply.

An employee’s statement that a stain or condition is likely to improve is a professional assessment based on experience and not a guarantee of removal or restoration, unless such guarantee is expressly agreed in recorded form by the Company.

Dyeing, colour restoration, whitening and similar corrective/restorative Services involve greater variability than ordinary cleaning. Exact shade matching, complete uniformity, restoration to an original factory colour or identical response between different fibres, panels, threads, linings and trims cannot be guaranteed unless expressly stated in recorded form.

Previous wear, fading, staining, fibre composition, manufacturing variation and earlier chemical treatment may cause different parts of the same Item to react differently. Any material known risk may be separately recorded and accepted before processing.

Leather, suede, faux leather, coated/bonded fabric, footwear, handbags and other composite Items may contain different hides, fibres, adhesives, foams, plastics, metals, coatings, linings and decorative elements. Such materials may relax, contract, stretch, crease, wrinkle, stiffen, soften, change shade/texture or reveal previously concealed marks or wear after otherwise appropriate treatment.

Buttons, zips, hooks, buckles, beads, stones, sequins, zari, embroidery, prints, glued trims and similar components may weaken, loosen, detach, tarnish, crack or deteriorate because of age, wear, manufacturing characteristics, previous repair or deterioration in the means of attachment.

Factory-applied finishes, sizing, gloss, lustre, texture, coatings, pleats, creases, folds and garment form may alter during cleaning and finishing and may not always be capable of exact restoration to their original factory appearance. Unless a specific restoration result is separately agreed, our obligation is reasonable professional finishing, not recreation of the manufacturer's original production finish.

We remain responsible for exercising reasonable professional care, but not for deterioration attributable solely to normal material behaviour or an inherent, pre-existing or latent weakness that could not reasonably have been prevented by proper treatment.

Customers should specifically identify designer, couture, bridal, vintage, antique, collectible or otherwise exceptionally valuable Items and communicate the same to us expressly before processing. We may photograph or separately record such an Item, request approximate purchase/value information, recommend a process, identify additional risks, seek specific authorisation, quote a special handling charge, refer the Item to an appropriate specialist or decline the Service.

A stated purchase price or declared value is relevant information for handling and claims assessment, but does not constitute our agreement that the amount is the Item's current value and does not create insurance or declared-value cover.

Before booking or handing over an Item, the Customer is responsible for checking all pockets, compartments, folds and attached pouches and for removing cash, jewellery, watches, documents, cards, keys, electronics, earphones, pens, cosmetics, medicines and other personal property.

Unless separately identified and expressly accepted by us, any personal property inadvertently left inside an Item does not form part of the Service or cleaning Order. Our normal inspection does not require us to search every pocket, compartment or concealed area. Where such property is actually discovered and separately taken into custody, we will handle it reasonably for intended return.

Detachable valuable, delicate or damage-prone accessories must, where reasonably practicable, be removed by the Customer before handover. Where an accessory cannot reasonably be detached, or removal may damage the Item, the Customer should disclose its presence and any known special value, fragility or handling requirement at booking.

Where personal property, an accessory or any electronic, electrical or battery-powered component is undisclosed and concealed or not reasonably apparent during normal inspection, the Company shall not be responsible for loss of or damage to such property or component, or for damage to the Item reasonably arising from its presence during otherwise appropriate processing.

Electronic, electrical and battery-powered components are additionally subject to Clause 16.

Where an Item forms part of a matching set, suit, ensemble, furnishing pair or other coordinated group, the Customer should inform us and, where shade, finish, texture or dimensional consistency is important, submit the related pieces together.

If only one piece is submitted, we may have no reasonable means of knowing the condition, shade, dimensions or treatment history of an unseen matching piece. A difference after processing does not by itself establish improper treatment. Processing related pieces together may reduce visible differences but cannot guarantee exact matching.

Repair, alteration or mending will be based on the instructions and measurements recorded or reasonably understood at booking. A repair is intended to restore reasonable usability or appearance to the extent practicable and does not make aged or damaged material equivalent to new material.

"Invisible mending" describes a recognised repair objective or technique and does not guarantee that a repair will be completely invisible under every lighting condition, angle or close examination. Previously weakened material may reveal further weakness near a repaired area despite reasonable workmanship.

Customers must not knowingly deliver an undisclosed article, substance or component that may create an unreasonable risk to personnel, equipment, premises, other Items or the Item itself, including needles, blades, sharp objects, fuel, flammable material, hazardous chemicals, sharp or hazardous metallic objects, infectious contamination, pressurised containers or electronic, electrical or battery-powered components.

The Customer should disclose and, where possible, remove detachable USB devices, batteries, power banks, charging modules, LED lights, heating elements, speakers, sensors, trackers, electronic tags, wiring or similar components before booking. Ordinary laundry/dry-cleaning processes may be unsuitable for Items containing such components.

Where an undisclosed component is discovered, we may suspend, refuse, isolate or modify processing. We are not required to dismantle, disconnect, remove or reinstall a component unless expressly agreed. To the extent permitted by law, the Customer shall be responsible for direct and reasonable loss caused by supplying an unsafe Item or materially incorrect treatment information.

The applicable rate or basis of charging will be made reasonably available before or at booking. Prices may depend on Item, Service, size, weight, fabric, construction, stains, quantity, turnaround, embellishment and special handling.

Rates may be revised prospectively, but an accepted Order will ordinarily remain subject to the price or basis of charging applicable when accepted. Where later physical inspection reveals materially different processing requirements resulting in a materially higher charge or an additional Service, we will seek Customer approval before undertaking that additional chargeable work.

If approval cannot reasonably be obtained, we may suspend or omit the additional work and, where safe and appropriate, complete only the previously agreed separable Service. Applicable GST or other taxes will be charged according to law. Promotional offers, packages, memberships and prepaid plans may have separate published conditions which supplement these Terms.

The Customer should review the booking confirmation, Items, Services, quantities, rates, expected charges and material booking particulars as soon as reasonably practicable and contact us promptly if any correction is required.

As a customer-friendly facility, a request to cancel or modify an Order made within three (3) hours of booking will ordinarily be accepted without a cleaning/processing charge, provided substantive processing or other chargeable work has not commenced. The three-hour period is not a guaranteed holding period during which an Item will remain unprocessed.

Once substantive processing or other chargeable work has commenced, cancellation does not cancel reasonable charges for Services actually performed or specifically authorised/non-recoverable specialist or third-party costs reasonably incurred. Any amount payable under this Clause represents work actually undertaken or such cost and is not a separate cancellation penalty.

If an Item is handed over by a Customer or their Representative by mistake, a later statement to that effect does not automatically reverse Services already performed before we received the cancellation instruction. If we are informed before processing begins that an Item was delivered by mistake or without authority, we will ordinarily stop the Order and make the Item available for return.

If a condition discovered after booking makes treatment unsuitable or unreasonably risky, we may suspend or cancel the affected Service. An unperformed separable Service will not be charged, but a separate Service already properly performed or specialist cost already reasonably incurred may remain payable.

Unless otherwise expressly agreed, Service charges become due when the relevant Service is completed and the Item is first notified as ready by giving a Ready Notification, as described in Clause no. 21. Payment may operationally be collected earlier or at collection/delivery, but non-collection or refusal of delivery does not postpone an amount otherwise due.

If the Service charges or any part thereof remain unpaid for more than 30 days from the date of the Ready Notification, simple interest at 18% per annum shall accrue on the outstanding Service charges from the 31st day until the date of payment. Such unpaid Service charges and interest shall be in addition to any other amounts lawfully due and payable by the Customer to the Company under these Terms and any costs or compensation determined or awarded by a competent court, judicial authority, quasi-judicial authority, administrative authority or other competent authority.

A dishonoured cheque, reversed electronic payment or failed payment does not discharge the underlying amount. To the extent permitted by applicable law, the Company may retain an Item in respect of remuneration properly due for labour or skill exercised upon that Item. Nothing in these Terms asserts an unrestricted general lien where applicable law does not provide one.

We strive to meet stated Ready, completion, pickup and delivery timelines, but those dates are reasonable estimates unless a particular deadline has been expressly guaranteed in recorded form. Processing, pickup or delivery may take longer because of stain treatment, drying, reprocessing, specialist handling, repairs, Item complexity, operational or machinery interruption, utility failure, third-party specialist or logistics delay, traffic, weather, holidays, safety considerations or events beyond our reasonable control.

An "urgent", "priority" or "express" Service means the Order receives the stated priority; it is not an absolute guarantee against every unforeseen delay unless a particular completion time has been expressly guaranteed. We will take reasonable steps to communicate a material delay where practicable.

"Ready Notification" means the first recorded communication sent to the contact information supplied for the Order informing the Customer that the relevant Item or Order is ready. It may be given by SMS, WhatsApp, email, app/digital message, logged telephone communication or another recorded method.

For Store collection, once the Item is available at the agreed/notified Store and Ready Notification has been issued, the Company will be treated, subject to applicable law, as having made the Item available and tendered its return in accordance with the agreed collection method.

For an arranged Delivery Order, a reasonable delivery attempt at the supplied address or in accordance with Customer instructions may constitute tender of return where delivery cannot be completed because of circumstances attributable to the Customer.

The Customer is responsible for keeping the contact details supplied for the Order reasonably current. If those details are incorrect, incomplete or no longer current, a recorded attempt using the supplied information will be relevant in determining whether reasonable notification was attempted. Where an Order is completed in stages, Ready Notification and the corresponding collection period apply separately to the Items notified as ready.

Customers shall collect their Items, or accept an arranged delivery, within 30 days from the Ready Notification.

For collection from a Store, the Customer should produce the Order/Invoice receipt, whether physical or electronic, or other booking proof. Before releasing the Items, we may also require an SMS OTP, PIN, registered-mobile verification or valid identity document reasonably satisfactory to us. If the receipt or booking proof is unavailable, the Items may be released after reasonable alternative verification of the Customer’s identity and entitlement to receive them.

Items may be handed over to the Customer or to another person reasonably believed to be authorised by the Customer. Collection or delivery may be evidenced through an SMS OTP, PIN, registered-mobile verification, signature, delivery scan, photograph, electronic acknowledgement, identity verification or another reasonable method. Any identity information obtained shall be used only to the extent reasonably necessary for secure handover, record-keeping and dispute prevention, subject to applicable law.

Where the receipt is lost or unavailable, reasonable alternative verification may include OTP verification through the registered mobile number, satisfactory identification, a copy or record of identification where reasonably necessary, and/or a signed or electronic acknowledgement or declaration. Once an Item has been released after reasonable verification, subsequent production of the original receipt does not by itself create a further right to delivery of the same Item.

Where there are conflicting claims, suspected fraud or reasonable doubt regarding identity, ownership or authority, we may temporarily withhold release while appropriate verification or lawful directions are obtained. Where Store collection has been agreed but the Customer does not attend, the Items shall remain awaiting collection. Where an arranged delivery cannot be completed because the Customer is unavailable, postpones or refuses delivery, fails to respond, provides inaccurate or incomplete information, prevents reasonable access, fails to provide reasonably required proof or verification, or otherwise fails to accept delivery for reasons not attributable to us, the Items shall remain awaiting collection or delivery.

No Extended Holding & Handling Charge shall accrue for any period during which collection or delivery is prevented solely because of our delay after the Items have otherwise been made ready.

The ordinary Service charge includes temporary holding of a completed Item for 30 days from Ready Notification. This period gives a reasonable opportunity to take the Item back; it is not a promise of specialist preservation.

An Item remaining with us after the 30-day period for reasons not attributable to us becomes an "Uncollected Item". From the 31st day after Ready Notification, the following Extended Holding & Handling Charges apply until collection, successful delivery, lawful transfer or other lawful termination of custody:

Ordinary Items are normal garments/articles requiring ordinary space and handling. Bulky / Special-Holding Items include blankets, comforters, quilts, heavy jackets, bridal/wedding wear, soft furnishings and comparable Items requiring materially greater space or handling. Extra-Bulky / Special-Holding Items include carpets, large curtains, oversized quilts/comforters, oversized furnishings, unusually bulky wedding Items and comparable articles requiring substantially greater space, separate positioning, packing or handling.

Where classification is unclear, we may reasonably classify the Item according to its size, bulk, space, positioning, packing and handling requirements. Applicable GST/taxes, if any, are additional.

The charge compensates for additional space, segregation, identification, inventory administration, movement, handling, packing/repacking where reasonably required, Customer communication and operational burden caused by prolonged retention. It is not interest, a penalty, insurance premium, declared-value charge or payment for specialist preservation.

Payment or accrual of the charge does not make Hollywood Laundry a warehouse or insurer, does not guarantee that an Item will remain physically unchanged for an extended period and does not increase its value for a claim. Charges will not be imposed for delay attributable solely to us and remain subject to applicable law; they may be reasonably reduced or waived where circumstances justify.

After the initial 30-day collection period, continued custody caused by the Customer's failure or delay in taking back an Item is incidental extended holding pending return, not a separately contracted long-term preservation service. Unless expressly contracted, it does not include archival storage, controlled-humidity/temperature preservation, periodic conservation treatment, reconditioning or specialist textile preservation.

Garments, textiles, leather, suede and other Items may deteriorate through age, passage of time, prolonged non-use, folding or hanging even without fresh cleaning. Prolonged non-use of an Item may contribute to its creasing, fold marks, yellowing, fading, oxidation, tarnishing, loss of shape/finish, fibre/seam weakness, loss of elasticity, deterioration of foam/padding, drying/hardening of leather/suede, adhesive/coating failure, bonded-material separation, weakening of zari/embellishments and deterioration of ordinary packing.

The Customer solely bears the risk of deterioration attributable to inherent characteristics, latent weakness, age, ordinary passage of time or prolonged non-use.

An Item remaining uncollected or undelivered for reasons not attributable to us upon expiry of 180 days from the Ready Notification shall be treated as a Long-Uncollected Item. Upon expiry of this period, the Customer shall no longer be entitled to require the Company to continue retaining the Item for collection or delivery, and the Company may, subject to applicable law and at its sole discretion, take steps to terminate its custody of the Item by donation, recycling, sale, destruction or other lawful disposal.

The expiry of the 180-day period does not require the Company to physically dispose of or otherwise deal with the Item immediately on the following day. The timing and manner of disposal or other termination of custody may depend upon operational, administrative, logistical or other practical considerations. Any continued physical possession of the Item by the Company after expiry of the 180-day period shall be temporary and incidental pending such disposal or other lawful termination of custody and shall not create or imply any renewed or extended obligation to store, preserve or retain the Item for the Customer.

Applicable Extended Holding & Handling Charges may continue to accrue for so long as the Item actually remains in the Company's custody after expiry of the 180-day period and until collection, successful delivery, lawful transfer, disposal or other lawful termination of custody.

The Company is not required to issue repeated reminders, make repeated contact attempts or continue attempting delivery indefinitely. Where reasonably practicable, the Company may, at its discretion, send one or more additional reminders or warnings by SMS, WhatsApp, telephone, email or other recorded means, but any such additional reminder or warning shall not, subject to applicable law, create an obligation to extend the 180-day period or continue custody.

The Customer is responsible for collecting the Item or accepting arranged delivery after Ready Notification. Failure of the Customer to respond, collect the Item, or maintain accurate and current contact details shall not require the Company to retain the Item indefinitely or to continue making further contact attempts.

Customers should inspect Items at collection or delivery where reasonably practicable. Any visible concern, including a missing Item, apparent damage, stain, pressing, finishing, repair or packaging issue, should preferably be reported at the time of handover during collection or delivery. Where any concern is raised after handover, the timing of the report, the subsequent possession and handling of the Item by the Customer or the Customer’s Representative, and the condition in which the Item is presented for inspection may be taken into account in determining the cause of the concern and the responsibility of the parties.

Where an Item has remained uncollected for a prolonged period after Ready Notification, the Customer is particularly requested to inspect it at handover. The period of delayed collection, holding and the nature and condition of the Item may be relevant when determining the cause of any later-reported deterioration or change.

The affected Item should, where reasonably practicable, be retained substantially in the condition in which it was returned and made available to us for inspection before further wearing, washing, ironing, alteration, repair, dyeing or independent treatment.

Where loss of or direct damage to an Item is established to have resulted from our failure to exercise the standard of care required by applicable law, the appropriate remedy or compensation will be determined according to these Terms, the circumstances of the particular Item and applicable law.

To the maximum extent permitted by applicable law, our monetary liability for direct loss of or damage to the affected Item shall not exceed ten (10) times the Item Service Charge and shall in no event exceed the reasonably assessable value of the Item immediately before the Service.

"Item Service Charge" means the net processing/service charge actually payable for the affected Item after discount, excluding GST, pickup/delivery charges, Extended Holding & Handling Charges and unrelated ancillary charges. Where a Service is priced by weight or bundle and no individual Item rate is stated, the Item Service Charge will be the portion of the net processing charge reasonably attributable to the affected Item having regard to its weight/category and our prevailing rate structure.

Where no separate Item charge is stated because the Service is supplied under a package, membership, prepaid plan or similar arrangement, the Item Service Charge shall be the portion of the applicable plan or Service value reasonably attributable to the affected Item having regard to the relevant rate structure.

The assessment may reasonably consider available purchase evidence, purchase date, approximate age, condition immediately before Service, previous wear, depreciation, repairability, reasonable restoration/repair cost, residual value, comparable current value and other relevant evidence. The original purchase price of a used Item does not by itself establish its value at the time of loss or damage.

Where professional repair, restoration, re-cleaning or correction reasonably restores the Item, that may be an appropriate remedy instead of replacement or monetary compensation. A Customer is not required to possess the original purchase bill in every case, but absence of reliable purchase or age evidence may affect the evidence available for valuation.

A declared value, special-handling charge or Extended Holding & Handling Charge does not create insurance or an agreement to compensate at original purchase price unless a separate written Special Value Arrangement expressly provides otherwise.

Where compensation is paid on the basis that an Item is a total or constructive total loss, the Company may, as a condition of settlement, require surrender of the affected Item. If the Customer retains the Item, any reasonably assessable residual or salvage value may be taken into account in determining compensation.

Nothing in this Clause excludes or limits any liability which applicable law does not permit to be excluded or limited.

The Company shall not be held responsible for delay or failure to perform an obligation to the extent directly caused by an event beyond our reasonable control which could not reasonably have been avoided or overcome. Such events may include accidental fire or other casualty, natural disaster, governmental restriction, civil disturbance, war, severe infrastructure/utility failure, burglary, robbery, theft or malicious acts of third parties, or any event beyond our reasonable control, in each case where the event was not caused or materially facilitated by our failure to exercise the standard of care required by applicable law.

We will take reasonable steps to mitigate the effect and resume performance where practicable. This Clause does not excuse fraud, willful misconduct, payment for Services already properly supplied or a duty concerning Items in our custody which applicable law does not permit us to exclude.

We may process and retain Customer contact details, addresses, Order histories, Item photographs/videos, billing/payment records, delivery records, communications and grievance information where reasonably necessary for fulfilling Services, identification, pickup/delivery, accounting, taxation, security, fraud/loss prevention, quality control, claim investigation, grievance handling and legal compliance.

Operational photographs/videos may be retained where reasonably necessary for identification, condition recording, quality control or dispute investigation. Use of Customer information or identifiable Items for advertising, testimonials or unrelated marketing will be subject to any separate consent required by applicable law.

Personal data will be handled in accordance with applicable data-protection law and our Privacy Policy/Notice. Information may be shared with appropriately engaged processors, specialists, technology providers, transportation or delivery partners only to the extent reasonably necessary for the relevant purpose and subject to applicable law.

Orders, invoices, acknowledgements, quotations, OTPs, approvals, booking remarks, workshop records, Ready Notifications, reminders, delivery evidence and other transaction records may be created, communicated and retained electronically to the extent permitted by law.

Necessary Service-related communications may be sent to contact details supplied for the Order. Acceptance of Service communications does not automatically constitute unlimited consent to promotional marketing.

Personal information and Item photographs/videos will not be retained longer than reasonably necessary for the stated operational, legal, accounting, security or dispute-resolution purpose, subject to any retention required by law. Relevant electronic records may be retained for appropriate evidentiary, taxation, security and legal purposes.

Customers are encouraged to contact us promptly so that concerns can be investigated while relevant Items and records remain available.

Telephone/WhatsApp: 9230194904
Email: hlspl@outlook.in
Address: 44/1 Sir Hariram Goenka Street, Kolkata - 700007, or such updated grievance address as displayed on our website.

We may request the Order/Invoice number, registered mobile number, Item description, photographs, relevant purchase/repair evidence and reasonable access to the Item for inspection. Where applicable law prescribes a grievance acknowledgement or redress timeline, we will follow that timeline. Use of our internal grievance process does not prevent a Customer from exercising remedies available under applicable law.

For any concern relating to an Item after handover, the Customer must present the Item with its specific service tag intact and attached. If the service tag has been removed, lost, altered or is no longer attached, the Company may be unable to reliably identify the Item or verify that it is the same Item processed under the relevant Order.

Nothing in these Terms is intended to exclude or restrict any statutory consumer right, minimum duty of care, liability for fraud or wilful misconduct, or other liability which applicable law does not permit us to exclude or restrict.

These Terms are intended to allocate the risks inherent in laundry, dry-cleaning and related Services reasonably and transparently, not to excuse the Company from responsibility for proven deficient Service.

These Terms and the Services are governed by the laws of India. Nothing in these Terms requires a consumer to waive any statutory forum, jurisdiction, remedy or protection available under applicable consumer law.

Subject to such statutory rights and other mandatory jurisdiction rules, disputes properly brought before ordinary civil courts shall be subject to courts at Kolkata, West Bengal, where those courts otherwise possess lawful jurisdiction.

Where Services are supplied under a separately negotiated corporate, institutional or commercial agreement, that written agreement may contain additional or different commercial terms. To the extent of a direct inconsistency, a separately negotiated agreement expressly intended to prevail will govern the relevant business transaction.

We may amend these Terms prospectively to reflect changes in Services, technology, law, charges or business processes. The version ordinarily applicable to an Order is the version made reasonably available when that Order was accepted.

A later material amendment will not ordinarily be applied retrospectively to impose a new material liability or exclusion upon an existing Order unless required by law. The current version number and Effective Date should be displayed with these Terms.

If a provision is determined by a court of law, quasi-judicial authority, administrative authority or other competent authority to be invalid or unenforceable, it will be ineffective only to the minimum extent necessary and the remaining Terms will continue so far as legally possible.

Failure or delay in exercising a contractual right on one occasion does not by itself constitute a continuing waiver. Headings are for convenience. Examples are illustrative rather than exhaustive. References to applicable law include amendments and replacement provisions from time to time.

For an ordinary retail transaction, the contractual documentation may include the Order, applicable price/service selection, booking remarks, workshop/condition records, recorded special instructions, specific risk approvals, package/membership conditions where applicable and these Terms.

A specifically recorded and mutually accepted instruction concerning an individual Item will prevail over a general provision to the extent of a direct inconsistency concerning that Item. Nothing printed or communicated after a transaction has already been concluded should be treated as retrospectively changing an expressly agreed material term unless the parties agree to the change.

Hollywood Laundry Service Private Limited
Registered Office: 44/1 Sir Hariram Goenka Street, Kolkata - 700007
CIN: U93000WB2015PTC208838
GSTIN: 19AADCH7667N1ZR
Customer Care: 9230194904
Telephone/WhatsApp: 9230194904
Website: hollywood.org.in
Terms URL: hollywood.org.in/terms/
Terms Version: 1.1
Effective Date: 01-04-2025