It is our goal to provide you, our esteemed customers, with high quality and customer oriented laundry services. THEBIGWASH fraternity strives every day to make sure that this is achieved. We offer all our services in compliance with the company’s rules and regulations. Therefore, for us to avail these services to you and enable you to reap maximum benefits from our company, we expect all our customers to comply with the company’s terms and conditions. Accepting to use our services means that you have accepted to follow our terms and conditions. These terms and conditions are strictly between us and our customers to ensure smooth work flow.
These terms and conditions are laid below:
Collection of laundry will only be done upon booking an order by our clients. The booking procedure is well laid on the home page. We will provide environment friendly and branded laundry bags to our clients. These bags remain to be the property of THEBIGWASH and should be submitted once the delivery is made. Special laundry bags will be given to our loyal weekly customers. Loss or damage to this laundry bags by our customers will attract a penalty of £10.
Items to be included in the laundry bags should only be those that are washable, require ironing or alterations. In case of clothes that require special handling such as those labeled for hand wash only, should be placed on a separate bag. The customer should inform our staff during collection in case of such clothes. It is important for our clients to know to know, we only deal with laundry is washable using washing machines and hand wash clothes may attract extra charges.
Our collection staff has the right to leave any clothes not packed in our laundry bags. The collection of laundry will only take place at the scheduled time and place. Therefore it is the responsibility of our customers to provide accurate location and time. In case of long delays or failure to show up, our collection staff has the right to leave.
Delivery will be made after the completion of cleaning. It will also take place at the scheduled time and place. Our customers should make sure they show up at the delivery points on time. In case a customer will not be able show up, he/she should inform us before through the customer care desk. Our customers should ensure that they show up and collect the laundry bags personally. Our delivery staff will not give the package to someone else unless a prior communication is made.
In case of delays from our collection or delivery staff, our customers should contact our customer care desk. All emergency numbers are provided in the contact us section. Also, in case our customers miss the collection or delivery at the scheduled time, it is their responsibility to ensure they have communicated to us on the matter and so that a new schedule can be made. Failure to this the company will not be liable to any loss.
We advise our customers to look at the price list well before booking an order.
All payments should me made just after making an order through THEBIGWASH secured payment system elaborated on the home page. We also accept credit cards. Our customers should know that the prices charged are exclusive of collection and delivery services.
Our customers should provide an online receipt to our collection staff so that they agree to take your package failure to which may lead to your laundry package being left.
It is our policy at THEBIGWASH to reject any form of cash payment and our customers should know that the prices for the services are not fixed but may change anytime.
Any extra cost, such as penalty’s cost should also be paid using our payment system.
All fund paid to our company is NON REFUNDABLE.
We strive not only to provide the best services for but also provide maximum security for your clothes when with us. To make this possible our customers should do few things during collection;
They should not include any non-washable clothes in our laundry bags or the clothes that have strictly require hand wash. Also clothes with stains of flammable liquids such as gasoline should not be included in our laundry bags.
In case of any special treatments for clothes, the customers should provide instruction during collection or incorporate an instructions paper in the laundry bags. We strictly follow the instructions given to us by our customers.
Our company is not liable to any clothes that get damaged during the normal cleaning process as THEBIGWASH Company does not read the cleaning instructions on the clothes and that is responsibility of our clients.
We have the right not to clean some of the clothes that will be brought to us. This will be done after realizing the clothes can be damaged by our washing machine or contain flammable stains. At THEBIGWASH we don’t guarantee our customers to remove all the stains present in the clothes. Some stains could just be permanent. In case of unclean clothes, we will wash them for our customers at no cost.
Missing or damaged item should be reported to us within 24 hours after delivery. Failure to this the company will not be held liable for any damage or missing item. In case an item is lost or damaged in our hands, we will refund the client amount equaling the value of the item. In case of a damaged item, the company will be liable for that item if was damaged by our washing machines and the customer had given special instructions concerning that item.
In case of damages during the normal cleaning process, the company will not be held liable. For our customers to be compensated he/ she should provide evidence concerning the price of the lost or damaged item.
THEBIGWASH will not leave any of its service to a third party service provider commonly known as outsourcing. We have more than enough resources to serve you. Therefore, our customers should not be cheated by any person who claims to be working for us. Our staff have work IDs which should be shown when dealing with any customer.
