Terms and Conditions of Sale

Terms and Conditions of Sale — LAUNDRY COLLECT

Last updated: 2026-04-25

These Terms and Conditions of Sale (hereinafter the "T&Cs") govern the contractual relationship between:

LAUNDRY COLLECT, a simplified joint-stock company with a sole shareholder (SASU), registered with the Paris Trade and Companies Register under number 102 771 326 R.C.S. Paris, with a share capital of 100.00 euros, whose registered office is located at 28 rue Gustave Courbet 75016 Paris, operating the laundrycollect.com website, reachable at contact@laundrycollect.com and at [phone number], intra-Community VAT number [to be completed if applicable]
(hereinafter "Laundry Collect"),

and

any natural person acting as a consumer and ordering a service via the Laundry Collect website
(hereinafter the "Customer").

These T&Cs apply to laundry services ordered remotely via the Laundry Collect website.

Any order validated by the Customer entails full and unreserved acceptance of these T&Cs in force on the date of the order.

Laundry Collect reserves the right to amend these T&Cs at any time. The applicable T&Cs are those accepted by the Customer at the time their order is validated.

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1. Definitions

For the purposes of these T&Cs, the following terms have the following meanings:

• Customer: any natural person acting as a consumer.
• Order: a request for a service made by the Customer via the Site.
• Collection: the pick-up of the Items at the address indicated by the Customer.
• Return: the delivery of the Items back to the address indicated by the Customer.
• Items: the linen and textiles entrusted by the Customer to Laundry Collect.
• Services: standard laundry services charged by the kilo, including machine washing, drying and folding, without individualized treatment of the Items unless expressly stated otherwise.
• Site: the website accessible at laundrycollect.com.

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2. Purpose

The purpose of these T&Cs is to define the conditions under which Laundry Collect provides the Customer with a laundry service including collection and return at the address indicated when placing the order.

Unless otherwise stated on the Site, the service offered to the Customer mainly consists of a washing, drying and folding service charged by the kilo.

The services are performed after collection of the Items, processing in a professional facility, and then return to the Customer according to the selected or confirmed time slot.

These T&Cs apply solely to individual Customers. Services intended for professionals, hotels or partners are subject to separate contractual conditions.

Unless otherwise indicated on the Site, Laundry Collect acts as a direct service provider towards the Customer. As such, Laundry Collect remains solely responsible towards the Customer for the proper performance of the Services, including where certain physical operations (collection, processing, delivery) are entrusted to partner providers selected by it.

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3. Service area

The Services are offered within the geographic area indicated on the Site at the time of the order.

Laundry Collect reserves the right to refuse or cancel an order where the collection or return address is located outside the serviced area or where access constraints prevent the normal performance of the service.

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4. Description of the service

4.1 Nature of the service

The standard service includes, unless otherwise stated on the Site:

• the collection of the Items at the address indicated by the Customer;
• washing, including detergent, unless the Customer states that detergent is provided by the Customer;
• drying;
• folding;
• the return to the address indicated by the Customer.

4.2 Service by the kilo

The service is charged by the kilo according to the rates indicated on the Site at the time of the order.

The Customer acknowledges that the service by the kilo corresponds to a standardized laundry treatment and not to a piece-by-piece treatment of the specialized dry-cleaning type, unless expressly indicated otherwise on the Site.

4.3 Minimum order

Every order is subject to a minimum charge indicated on the Site.
Where the total weight of the Items entrusted is below this minimum, the minimum charge applies.

4.4 Timeframes and time slots

The collection and return time slots offered on the Site are given as an indication only, subject to operational availability.

Laundry Collect endeavors to comply with the selected time slots, but these do not constitute a strict obligation as to results. A reasonable interval around the announced time slot may apply.

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5. Order

5.1 Placing an order

The Customer places an order via the Site by providing in particular:

• their identity;
• their phone number;
• their email address;
• the collection address;
• the return address if different;
• the desired collection time slot;
• the desired return time slot;
• any information useful for accessing the premises.

The Customer is solely responsible for the accuracy and completeness of the information provided.

5.2 Order validation

Before validation, the Customer can check the details of their order and correct any errors.

The order becomes firm upon its validation by the Customer and its confirmation by Laundry Collect, by any useful means, including by email, SMS, or display on the Site.

Laundry Collect reserves the right to refuse an order in the event of operational difficulty, an address outside the service area, unavailability, a payment incident or a manifestly abnormal request.

5.3 Order number

An order number or identifier is communicated to the Customer. It must be mentioned in any exchange with customer service.

5.4 Weighing and weight determination

All weighings are carried out using an identical precision digital scale, compliant with the European standard OIML Class III.

The weighing process is carried out in two stages, and the Customer is informed of the results of each of them:

1. Indicative weighing (at Collection): At Collection, the Items are weighed in order to communicate, by any useful means (SMS, email), an order of magnitude of the total weight to the Customer.
2. Final weighing (after processing): The weight used as the basis for billing is the one recorded by Laundry Collect after processing of the Items (clean and dry linen). This final weight is systematically communicated to the Customer.

Failing immediate dispute by the Customer at the indicative weighing, or within a reasonable time after communication of the measured weight, the Customer is deemed to accept the weighing arrangements and the principle of determining the final price based on the final weight recorded after processing.

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6. Price and payment

6.1 Price

The applicable prices are those displayed on the Site on the day of the order. They are stated in euros, all taxes included (incl. VAT).

Laundry Collect applies a policy of pricing transparency: the unit price per kilo, the minimum charge (6 kg) as well as any service or delivery fees are indicated to the Customer before the order is validated. The Customer acknowledges that the final invoice amount will be determined by the actual weight recorded after processing, as specified in article 6.2.

6.2 Determination of the final price

The final price of the service is calculated on the basis of the actual weight of the Items recorded by Laundry Collect after processing (clean and dry linen).

The rate is 8 € incl. VAT/kg, with a minimum charge of 6 kg per order. Thus, any order whose final weight is below 6 kg will be charged on the flat-rate basis of 48 € incl. VAT.

Rounding rule: Billing is established on the basis of the measured weight rounded down to the first decimal place (e.g.: a measured weight of 13.39 kg will be billed on the basis of 13.3 kg).

The final amount is communicated to the Customer after processing, and payment is adjusted or triggered accordingly in line with the payment terms accepted when the order was placed.

6.3 Payment terms

Payment is made by bank card or by any other means offered on the Site.

The Customer warrants that they have the necessary authorizations to use the selected means of payment.

Laundry Collect reserves the right to suspend or refuse any order in the event of a payment incident.

6.4 Failure to pay

In the event of failure to pay, Laundry Collect may:

• suspend the performance of ongoing orders where this is legally possible;
• refuse any new order;
• claim the sums due.

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7. Collection and return

7.1 Presence of the Customer

The Customer undertakes to be present, or to ensure that an authorized third party is present, at the time of collection and return.

The Customer may also provide specific return or collection instructions, subject to their feasibility and acceptance by Laundry Collect.

7.2 Access

The Customer must provide all the information necessary for accessing the premises: entry code, floor, room number, hotel reception, specific instructions, etc.

Laundry Collect cannot be held liable for an inability to perform the service due to incomplete, incorrect or belatedly communicated information.

7.3 Absence of the Customer

In the event of the Customer's absence at the time of collection or return, or of an inability to access not attributable to Laundry Collect, a new visit may be proposed.

Re-presentation or postponement fees may be charged to the Customer. These fees are set at 15 € incl. VAT for each new delivery where the Customer does not give advance notice of their absence and does not show up to collect their items at the laundry.

The fees will be indicated to the Customer before the order is validated or at the time of rescheduling the collection, and must be paid before any new delivery attempt.

7.4 Return address

Save for operational impossibility, the return address may be different from the collection address if this option is offered on the Site and provided when the order is placed.

7.5 Safekeeping of Items

Where the Return could not be carried out due to the Customer (absence, inability to access, incorrect contact details, etc.), Laundry Collect keeps the Items for a reasonable period of thirty (30) days from the date initially scheduled for the Return.

During this period, Laundry Collect endeavors to re-establish contact with the Customer by any useful means (email, SMS, telephone) in order to arrange a new Return. This new presentation may give rise to the billing of reasonable re-presentation fees, brought to the Customer's attention beforehand.

At the end of this thirty (30) day period, and in the absence of a response from the Customer despite at least two contact attempts, Laundry Collect may:

• charge reasonable safekeeping fees; and/or
• donate the Items or have them recycled through an appropriate channel (charity, textile recycling, etc.), without the Customer being able to claim any compensation in this respect.

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8. Customer obligations

8.1 Nature of the Items entrusted

The Customer undertakes to entrust to Laundry Collect only Items that are lawful, suitable for handling and compatible with the ordered service.

The Customer refrains in particular from entrusting:

• dangerous items;
• textiles soiled with toxic or contaminating substances;
• objects other than linen or textiles;
• goods whose possession or transport would be unlawful.

8.2 Prior check

The Customer must check the Items before collection and remove any foreign object, in particular:

• coins;
• papers;
• pens;
• jewelry;
• keys;
• electronic devices;
• cosmetic products;
• any object liable to damage the linen or the equipment.

Laundry Collect cannot be held liable for damage caused by the presence of an object left in an Item, nor for the loss of such object.

8.3 Information about the Items

The Customer must report, before or at the time of collection, any specific characteristic of the Items, in particular:

• delicate textile;
• prohibition on drying;
• particular stain;
• known fragility;
• pre-existing damage;
• exceptional value.

For Items of high unit value, the declaration of value mentioned in article 12.3 is strongly recommended.

8.4 Compatibility with the service by the kilo

The Customer acknowledges that, within the framework of the standard service by the kilo, the Items must be compatible with a standard laundry treatment comprising washing and drying.

In particular, Items composed exclusively or mainly of wool or silk (for example: 100% wool, 100% silk, cashmere, alpaca, mohair, etc.) are not suited to the standard service by the kilo. The Customer is informed, during the ordering process, that these Items must not be included in the Laundry Collect bag.

Laundry Collect reserves the right to refuse to handle such Items or to return them untreated. If, despite the warnings displayed during the order, pure wool or silk Items are nevertheless entrusted, they will be processed on an exceptional basis without any guarantee of result, and any compensation will be strictly limited under the conditions provided for in article 12.4.

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9. Modification and cancellation

9.1 Modification or cancellation by the Customer

The Customer may modify or cancel their Order free of charge until 11:59 p.m. (local time) on the day preceding the scheduled collection date.

Any request for modification or cancellation must be made via the Site or by contacting customer service at the contact details indicated in these T&Cs.

9.2 Late requests

Any request for modification or cancellation made after this deadline may be refused or accepted by Laundry Collect depending on operational constraints.

Laundry Collect also reserves the option of charging reasonable fees in the event of late modification or cancellation, provided that these fees have been brought to the Customer's attention beforehand.

9.3 Commencement of performance of the service

For the purposes of this article, the preparation and performance of the Order are deemed to begin upon the expiry of the deadline provided for in article 9.1, namely at 11:59 p.m. (local time) on the day preceding the scheduled collection date.

From that moment, the Order can no longer be cancelled as of right by the Customer, subject to applicable mandatory legal provisions.

9.4 Time-slot postponement

The postponement of a collection or return time slot is treated as a modification of the Order and is subject to the same deadline conditions.

Any postponement request made after the deadline provided for in article 9.1 may result in additional fees, subject to prior information of the Customer.

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10. Right of withdrawal

In accordance with the provisions of the Consumer Code, the Customer in principle has a right of withdrawal of fourteen (14) days from the conclusion of the contract entered into remotely.

However, the Customer is informed that, if they expressly request the performance of the service before the expiry of this period, and if the service is fully performed before the end of this period, they lose their right of withdrawal, provided that this loss has been brought to their attention and expressly accepted.

Consequently, where the Customer orders a service that is to be performed promptly, Laundry Collect may obtain, before performance, their express request for immediate commencement of the service as well as their acknowledgment of the loss of their right of withdrawal once the service is fully performed.

In the event of a valid exercise of the right of withdrawal before complete performance of the service, the Customer remains liable for the amount corresponding to the service actually performed up to the notification of their decision to withdraw, in accordance with the applicable legal provisions.

To exercise their right of withdrawal, the Customer may contact Laundry Collect at the following address: contact@laundrycollect.com.

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11. Complaints and re-cleaning

11.1 Check upon return

The Customer is invited to check their Items as soon as they are returned.

11.2 Complaints

In order to enable the swift and effective handling of any difficulty, the Customer is encouraged to report within seventy-two (72) hours following the return any complaint relating to a loss, a mix-up, apparent deterioration or visible non-conformity, by email to claims@laundrycollect.com, accompanied by any useful material, in particular photographs and the order reference.

This time limit does not have the effect of depriving the Customer of their legal rights; it is solely intended to facilitate the traceability and handling of complaints.

In the event of a defect that is not apparent at the time of return, the Customer is invited to report it as soon as possible from its discovery.

The handling of a complaint beyond this time limit may be made more difficult due to traceability, operational and evidentiary constraints, without prejudice to the Customer's legal rights.

11.3 Conditions of examination

To enable the useful examination of a complaint, the Customer undertakes, as far as possible, not to re-wash, modify or have the Item concerned processed by a third party before examination by Laundry Collect, unless there is a legitimate need.

11.4 Re-cleaning

In the event of dissatisfaction with the result of the cleaning, Laundry Collect may offer, as the case may be, a free re-cleaning of the Item concerned, where this solution is appropriate.

This commercial solution does not deprive the Customer of their legal rights.

In the event of persistent disagreement about the origin or extent of damage, Laundry Collect may propose the establishment of a joint assessment report or recourse to an appraisal by an independent body, the costs being borne in accordance with the usual rules for allocating appraisal costs.

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12. Liability

12.1 Principle

Laundry Collect performs the Services with reasonable care and in accordance with the practices of the profession.

The rules for compensation in the event of loss or deterioration attributable to Laundry Collect are based on the professional compensation scale applicable to the laundry and dry-cleaning sector, as reproduced in Appendix 1 – 2026 Compensation Scale (hereinafter the "Scale").

12.2 Limits related to the nature of the service

The Customer acknowledges that the standard service by the kilo involves a standardized laundry treatment.

Laundry Collect cannot be held liable where the damage results in particular from:

• normal wear and tear;
• an inherent defect of the Item;
• a defect of strength, dyeing or manufacture;
• an absence or insufficiency of care instructions;
• incomplete information provided by the Customer;
• pre-existing damage;
• the presence of a forgotten object;
• the incompatibility of the Item with the ordered service, and in particular the presence of pure wool or silk Items entrusted in breach of the warnings communicated to the Customer.
• shrinkage or stains still present after processing, where these defects are not due to negligence or a processing error by Laundry Collect.

12.3 Valuable Items

The Customer is invited to report, before Collection, any Item whose unit value is particularly high (in particular designer item, luxury piece, formal attire, etc.) or whose characteristics warrant heightened vigilance.

For any Item whose unit value exceeds 300 € incl. VAT, it is incumbent on the Customer to declare its value no later than at Collection and to provide any useful supporting document (invoice, receipt, certificate, etc.). Laundry Collect reserves the option of refusing to process certain valuable Items or of offering a specific service.

In the absence of a prior declaration of value, valuable Items will be treated as standard Items under the service by the kilo, and any compensation will be calculated in accordance with article 12.4, without any guarantee of covering the full value of the Item, in particular for pure wool or silk Items entrusted despite the warnings.

12.4 Compensation

In the event of loss or deterioration attributable to Laundry Collect and rendering the Item unfit for the use for which it is normally intended, compensation is determined according to the circumstances of the case, in particular:

• the nature of the Item;
• its age;
• its state of wear;
• its purchase price, upon presentation of any useful supporting document;
• and, where possible, the Scale reproduced in Appendix 1.

Where the Item appears in the Scale, compensation is calculated from the corresponding reference value, after application of a depreciation coefficient taking into account the age of the Item, by way of indication:

• 80% of the reference value for an Item purchased less than three (3) months ago;
• 60% for an Item purchased less than thirty (30) months ago;
• 30% beyond that.

Where the actual purchase value of the Item, evidenced by any useful document, is manifestly lower than the amount shown in the Scale, compensation cannot exceed this purchase value, after application of depreciation.

Where the Item does not appear in the Scale or does not fall into an identifiable category, compensation is assessed from its purchase value evidenced by the Customer, after application of a reasonable depreciation coefficient taking into account its age and condition.

For Items composed exclusively or mainly of wool or silk entrusted despite the warnings and which would nevertheless have been processed, any compensation will be strictly limited, at best, to the amounts corresponding to the "Mixed / synthetic" or "Cotton or linen" columns of the Scale, as the case may be, without application of the "Pure wool or silk" column.

In any event, and save for duly established gross negligence, the compensation owed by Laundry Collect in respect of a single Item cannot exceed the lower of:

• the evidenced purchase value of the Item, after application of depreciation; and
• a cap of 200 € incl. VAT per Item.

The total compensation owed in respect of a single Order, whatever the number of Items, is capped at 500 € incl. VAT.

No provision of these T&Cs may have the purpose or effect of depriving the Customer of their right to compensation in cases where the liability of Laundry Collect is legally engaged.

12.5 Legal exclusions

Nothing in these T&Cs may exclude or limit the rights enjoyed by the Customer under the mandatory provisions of consumer law, nor exclude the liability of Laundry Collect where such exclusion is legally prohibited.

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13. Force majeure

Laundry Collect cannot be held liable for a delay or non-performance resulting from an event of force majeure within the meaning of article 1218 of the Civil Code.

The following are in particular liable to constitute cases of force majeure: natural disaster, fire, external strike, generalized breakdown, major transport disruption, administrative decision or any other circumstance reasonably beyond the control of Laundry Collect.

Laundry Collect will inform the Customer as soon as possible in the event of the occurrence of such an event.

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14. Personal data

The personal data collected in connection with orders is processed by Laundry Collect for:

• order management;
• the collection and return of the Items;
• customer relations;
• billing;
• compliance with legal and regulatory obligations.

The data processed is that necessary for the performance of the contract.

In accordance with the applicable regulations on the protection of personal data, the Customer benefits in particular from:

• a right of access;
• a right of rectification;
• a right of erasure;
• a right of objection;
• a right to restriction of processing;
• and, where applicable, a right to the portability of their data.

The Customer may exercise their rights at the following address: privacy@laundrycollect.com.

The full arrangements for processing personal data are specified in the Privacy Policy available on the Site.

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15. Consumer mediation

In accordance with articles L. 612-1 and L. 616-1 of the Consumer Code, the Customer may, in the event of a dispute not resolved after a prior written complaint to Laundry Collect, have free recourse to the consumer mediator to which Laundry Collect is affiliated:

Being defined

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16. Intellectual property

The Site, its structure, its content, its texts, visuals, logos, trademarks and distinctive elements are protected by intellectual property law.

Any reproduction, representation, adaptation or exploitation, in whole or in part, without the prior written authorization of Laundry Collect, is prohibited.

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17. General provisions

17.1 Partial nullity

If a provision of these T&Cs is declared null, illegal or unenforceable, the other provisions will remain in force.

17.2 No waiver

The fact that Laundry Collect does not avail itself, at a given time, of a provision of these T&Cs cannot be interpreted as a waiver of the right to avail itself of it subsequently.

17.3 Evidence

Save for proof to the contrary, the data recorded in Laundry Collect's information systems constitutes evidence of the exchanges, orders and payments made with the Customer.

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18. Applicable law and dispute resolution

These T&Cs are governed by French law.

In the event of a dispute, the Customer is invited to contact Laundry Collect as a priority in order to seek an amicable solution.

Failing an amicable agreement or mediation, the competent courts will be determined in accordance with the mandatory rules of French consumer law.

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19. Contact

For any question, complaint or request for information, the Customer may contact Laundry Collect:

• by email: contact@laundrycollect.com
• by telephone: [number]
• by post: 28 rue Gustave Courbet 75016 Paris
• via the Site: laundrycollect.com

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Appendix 1 – 2026 Compensation Scale

The amounts below correspond to the reference value per Item according to its nature and composition.
They serve as the basis for calculating compensation in accordance with article 12.4.

Children up to 12 years old: 60% of the values above.