Terms & Conditions – Laundry Portal Services

Please Read These Terms Carefully

By using the “Laundry Portal” Platform you confirm you agree to the following terms.

1. Who We Are and What This Agreement Discusses

If your Resident Country is the U.A.E. then this contract shall be between you and Connection Hub Portal incorporated in Dubai with commercial registration number 818893, located in Airport Road Showroom, Port Saeed, Dubai, UAE.

The company referred to above shall be referred to as “Laundry Portal” throughout the rest of this contract.

Laundry Portal licenses you to use its online Platform detailed as: Laundry Portal mobile application software, the data supplied with the software, and any updates or supplements to it together with the related online or electronic documentation including in the Laundry Portal Website https://thelaundryportal.com (“Platform”).

The services you connect to via the above mentioned Platform and the content we provide to you through it for personal dry cleaning or laundry services collected from and delivered to your nominated address (“Services”).

The use by you of the Platform and the Services from within any country are governed by these terms that will outline the terms of use for the Laundry Portal Platform.

1. Your Privacy

We only use any personal data we collect through your use of the Platform and the Services in the ways set out in our privacy policy found at:

The company referred to above shall be referred to as “Laundry Portal” throughout the rest of this contract.

Please be aware that correspondence made over the internet are never completely private or secure and that any message or information you send using the Platform or any Service may be read or intercepted by others, even on a special notice that a particular transmission is encrypted.

2. Definitions

Several words have been defined for further clarity. When the first letter of these words are capitalized throughout these “Terms & Conditions” the following definitions should be used:

“Item”: any article of clothing collected from you in connection with a submitted Order.

“Order”: your Order for the Services as set out in the Order form submitted via the platform.

“Pick-up Time”: the time scheduled for the collection of the Order from the address provided by the User.

“Resident Country”: the jurisdiction in which your Laundry Portal account is linked either through your use of the same or as determined by Laundry Portal based upon data associated with your Laundry Portal account.

“Service Providers”: all the laundries signed with us to provide the Services.

“Terms”: these terms and conditions, which are liable to be amended from time to time.

“You”: the party who agrees to these Terms and uses the Platform, and its respective Services.

“User”: any party who downloads and uses the Platform.

“We”/”Our”/”Us”: Laundry Portal, team and company and representatives.

3. Membership and Use of the Laundry Portal Services

3.1 Every user of Laundry Portal, once registered, has a ‘user name’ and ‘password’ that are selected by the User themselves. The ‘user name’ is personal to the User and the same ‘user name’ is not given to two different Users. The ‘password’ is only known by the User. The User can change the password at any time. As User, you acknowledge that you will select and protect the password at all times.

3.2 Laundry Portal shall not be liable for any problems that may arise from the use of the password. Laundry Portal may inform the user by email about any promotions that take place in the Users’ area and from which the user may benefit.

3.3 By using the Platform, you warrant that any personal information input by you, including credit card information, is true, accurate, current and complete in all respects and that you will notify us immediately of any changes to your personal information, by updating your profile on the platform or by contacting us via customer care at info@thelaundryportal.com You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorized to use.

4. Services Offered By Laundry Portal

4.1 Laundry Portal allows its users (who accept this Terms of use) to use its respective Services.

4.2 Laundry Portal provides a method for you to use the Services and communicate your Orders for Pick-Up and delivery using Service Providers across the city.

4.3 The objective of Laundry Portal is to provide a simple and convenient service to consumers, connecting them to Service Providers who offer dry cleaning and laundry services in their area.

4.4 Laundry Portal does not sell or interfere in any way in the execution of any services carried out at the Service Providers but what our online market offers to Users is the ability to search and find local laundries that Pick Up and deliver laundry to their addresses and enable the ordering of this service through the Laundry Portal Platform. The Service Providers are obligated to comply with country local laws, rules, regulations, and standard industry practice.

4.5 It is important for users to understand that Laundry Portal does not in any way independently verify the credentials, representations or services of the Service Providers, the quality of any Services, or that a Service Provider is in compliance with all applicable laws. Users must satisfy themselves through information provided by the Service Providers on the Laundry Portal Platforms or as requested by users directly from the Service Providers as to the quality and reliability of the Service Providers, as well as to their compliance with applicable laws.

4.6 Laundry Portal does not in any way provide any warranty or guarantee as to the quality of any Services or that any Service complies with applicable laws and does not guarantee matching the Services menu and price list displayed on the Laundry Portal Platforms with what is actually provided to the users.

5. Placing Orders With Laundry Portal

5.1 Users are required to ensure that they check the details of their Order carefully before submitting, as we will not be liable to you for any errors that you make. If you think that you may have made a mistake, please contact us as soon as possible through the customer support via the Platform or at info@thelaundryportal.com. We will confirm any changes to your Order via email or via the Platform.

5.2 Submission of an Order does not create a contract between us.

5.3 We will assign an Order number to each Order and inform you of it when it has been accepted. Please quote the Order number in all subsequent communications with us.

5.4 We will let you know if for any reason we are unable to fulfill your Order.

6. Order Changes

6.1 You may make a change to an Order only before checking out.

6.2 With your consent and at our discretion, we may make a change to your Order as an alternative to cancelling it in the circumstances set out in paragraph 7. This shall be entirely at our discretion but we shall endeavor to accommodate any changes if possible. Where changes are made to an Order that is accepted, we will re-issue the Order confirmation to you via the platform or email.

7. Cancelling Your Order

7.1 You may make a change to an Order only before checking out.

7.2 While every effort is made to ensure that accurate pricing and descriptions are maintained, we reserve the right to cancel any Order that is based on inaccurate information.

7.3 You acknowledge that once an Item has been collected from yourself and the Service process has started, any rights of cancellation you may have under these Terms and/or Consumer Rights or any equivalent law or regulations will be lost.

7.4 We may cancel your Order and the agreement between you and us in the following circumstances:

  • as a result of an Event Outside Our Control; or
  • if you fail to make Items available for collection; or
  • if we consider that any Item: does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, does not fall within those Items which are accepted by Service Providers or
  • if the Service Provider elects to cancel the Order, before or after acceptance.
  • If we cancel your Order we will contact you immediately by phone or email, and
  • The Service Provider will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably practicable.

8. Collection And Re-Delivery

8.1 The Service Provider will use reasonable methods to collect and re-deliver Items at the times specified in the Order but the Service Provider cannot guarantee to do so. We will use reasonable methods to communicate any delay to you by phone or email.

8.2 During any item Pick Up or delivery made by any of our Service Providers, if the user is not available at the address specified in the system and time selected, the Items ordered to be cleaned by the user shall not be picked up or delivered from anywhere else. In such circumstances, the user must accept all legal responsibilities arising from the ordering of our Services to an address where he/she does not reside.

8.3 If delivery is not possible due to the user being unavailable at the designated time, Laundry Portal will work to find a suitable redelivery time. However, if a redelivery is urgent, it is the user’s responsibility to organize a same day courier or collection from the Service Provider.

8.4 If you have failed to accept or arrange redelivery of an Item for more than 90 days after the redelivery date specified in the Order, we may donate it to an accredited charity of Laundry Portal’s choice.

8.5 You may arrange to have Items collected from, or re-delivered to, a third party, on condition that you do so at your own risk and the third party is prepared to receive the order by an acknowledgement on your behalf.

8.6 You may, by written instructions to us, request us to leave an Item in an agreed location without providing us with a signature of acknowledgement. If you do so, it is at our discretion and entirely at your own risk and we shall not be liable to you for any damage or loss of Items re-delivered on this basis.

9. Service Standards

9.1 The Services will be provided with reasonable care and skill in accordance with industry standards.

9.2 We will not be liable for any delay or non-performance of the Services where you have failed to provide accurate information in your Order, for example if an address is incomplete as per the fields requested in the Laundry Portal Platform or inaccurate, or if you fail to accept redelivery of Items in accordance with an Order.

9.3 Please ensure that you thoroughly check all the Items for extraneous items e.g. currency notes, coins, pens, keys, etc. as we hold no responsibility for any of these items lost or damaged as a result of the cleaning process.

9.4 As the Service Providers process a high volume of orders they will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Neither We nor the Service Providers will accept any responsibility if there is any color transfer during the cleaning process.

9.5 We will not be liable for damage to Items as the Service Providers wash by the load and do not inspect the care labels of each garment. For Items that need to be specially treated i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried before using our Services for these Items.

10. Price

The price of the Services will be set out in our price list as included in the platform and will be the price in force at the time you place your Order. Our prices may change at any time, but price changes will not affect Orders that have already been accepted.

11. Payment

11.1 Once your Order has been accepted, this represents an agreement between you and the Service Provider. The Service Provider has sole responsibility for the Order. Cash payments are made directly to the Service Provider upon delivery to fulfill the Order.

11.2 If you have chosen to pay with using your debit/credit card on the platform,the transaction will be processed by Laundry Portal as agent of the Service Provider.

11.3 The user is liable to pay by cash upon delivery any extra charges the Service Provider might charge as a result of the ‘Special Request’ or the ‘General Request’ placed by the user.

11.4 The user refund procedure might take 5-10 working days to process on Debit/Credit cards bank Payment Gateway. We will send an email to the user that contains a printout of the refund advice printed from Debit/Credit Cards bank payment gateway as reference in case the user wants to advise the bank. The user has to follow on with the bank in case of any delay in crediting back the user’s account with the amount previously paid by the user.

11.5 Users using the Payment Gateway facility are requested to be available on their respective contact numbers.

11.6 The user is entirely liable for placing an Order using the Payment Gateway facility after carefully reading these terms of use.

11.7 Credit and/or Debit cards used in placing orders through the online payment gateway on platform must belong to the user. Otherwise, the user must obtain the legal permission from the card owner to perform the transaction.

12. Limitation of Our Liability to You

12.1 In the unlikely event of loss or damage to an Item, Laundry Portal will use its reasonable influence to ensure that the Service Provider who carries principal liability for any loss or damage pays compensation in line with standard industry guidelines. For the avoidance of doubt, the total liability to you of the Service Provider (or Laundry Portal in the event of failure by the Service Provider to pay) in respect of each Item is limited to the applicable compensation limits in place with each Service Provider from time to time or five (5) times the price you are charged for the Services in respect of that item, whichever is the higher amount. Any loss or damage must be reported to us within seven days through digital photographs or via phone or email: info@thelaundryportal.com.

12.2 We only supply the Services for domestic and private use. If you are using our Services for any commercial, business or re-sale purpose, we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.3 Neither We nor the Service Providers will be responsible for any loss or damage (including, without limitation) any color loss, shrinkage or other damage, resulting from the following:

  • failure to notify us of any special requirements or instructions for cleaning the Item;
  • any existing damage to the Item at the time of collection

13. Complaints

13.1 Laundry Portal takes customer satisfaction very seriously. In appropriate cases where you already have been billed by Laundry Portal a full or partial refund may apply. In the following cases:

  • if you do not receive your Order
  • have received an incorrect Order

you may be issued a full refund. If part of your Order is missing we may issue a partial refund. In every event, we will do our best to ensure you are completely satisfied with the outcome.

13.2 If you have a complaint about the Services, we will deal with it in accordance with our Complaints Policy. You will not have to pay for us to deal with your complaint. Complaints should be notified to us within 24 hours of redelivery of any Item if you believe that we are in breach of our obligations under these Terms. However, if you are not completely satisfied then simply contact us within 24 hours of redelivery via our Customer Care team – details of which appear in clause 37 below. Any complaints submitted after 24 hours will be considered on a discretionary basis.

14. Circumstances Outside Our Control

14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by Circumstances Outside Our Control.

14.2 Circumstances Outside Our Control means any act or event beyond our reasonable control, or the reasonable control of any of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.

14.3 If Circumstances Outside Our Control takes place that affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you; and Our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Circumstances Outside Our Control; or You may cancel your Order or we may cancel it.

15. Promo Codes & Offers

15.1 Promo Codes and Offers are subject to expiry dates.

15.2 These Terms apply to all Laundry Portal offers/promo codes.

15.3 Offers cannot be used in conjunction with any other Laundry Portal Promo Codes or any other offers. Promo Codes cannot be used in conjunction with any other Laundry Portal Offers or any other offers.

15.4 Only one offer or code may be used per transaction.

15.5 Promo codes are strictly non-transferable, and have no cash value.

15.6 Laundry Portal reserves the right to reject a voucher with reasonable cause.

15.7 Laundry Portal reserves the right to withdraw an offer at any time and without warning.

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

16. Platform Usage Rights

16.1 In return for your agreement to comply with these terms you may:

  • download or stream a copy of the platform onto your personal device and view, use and display the platform and the services on such devices for your personal use only.
  • receive and use any free supplementary software code or updates of the Platform incorporating ‘patches’ and corrections of errors as we may provide to you which is complementary.
  • not, and will not encourage, assist or authorize any other person to copy, modify, reverse engineer, decompile or disassemble, or otherwise tamper with, the online Platform, whether in whole or in part, or create any derivative works from or of the Laundry Portal platforms.

17. How You May Use Material On Our Platform

17.1 We are the owner or the licensee of all intellectual property rights in our Platform, and materials published on it. These works are protected by copyright laws and treaties around the world. All such rights are reserved.

17.2 You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

17.3 Our status (and that of any identified contributors) as the authors of content on our platforms must always be acknowledged.

17.4 You must not use any part of the content on our platform for commercial purposes without obtaining a license to do so from Us or our licensors.

18. You May Not Transfer Your Account To Someone Else

We are giving you personally the right to use the Platform and it’s related Services as set out above for personal use only. Whilst you may have sharing rights as set out above, you may not otherwise transfer the Platform or its related Services to someone else, whether for money, for anything else or for free. If you sell any device on which the platform is installed, you must remove the platform from it immediately. Therefore, as stated the license to use these platforms or its related services are not transferable.

19. Changes to Terms and Conditions

19.1 We may need to change these terms to reflect changes in law or best practice or to deal with additional features which we introduce. We may update and change our platforms from time to time to reflect changes to our Services, our users’ needs and our business priorities. We will try to give you reasonable notice of any major changes.

19.2 We will notify of any change by sending you a notification through the platform’s applications and may ask you to reaccept the updated Terms & Conditions along with its Privacy Policy.

19.3 If you do not accept the notified changes you may continue to use the platform and the service in accordance with the existing terms but certain new features may not be available to you.

20. Updates to the Platform and Updates to Our Service

20.1 From time to time we may automatically update the Platform and change the Services to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update the Platform for these reasons.

20.2 If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the Platform and the related Services or certain new features may not be available to you.

20.3 The platform will always work with the current (current being defined as the version released to use at least 6 months prior) or previous version of the operating system (as it may be updated from time to time) and match the description of it provided to you when you downloaded it.

21. We May Collect Technical Data From Your Device

By using the Platform or any of its Services, you agree to us collecting and using technical information about the devices you use the platform on and the related software, hardware and peripherals to improve our products and services.

22. Location Data

Certain Services including Auto filling of Address of your profile and tracking will make use of location data sent from your devices. You can turn off this functionality at any time by turning off the location services on the device. If you use these Services, you consent to us and our affiliates’ and licensees’ transmission, collection, retention, maintenance, processing and use of your location data and queries to provide and improve location-based and road traffic-based products and services.

23. We Are Not Responsible For Other Websites You Link To

23.1 The Platform may contain links to other independent websites that are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any).

23.2 You will need to make your own independent judgments about whether to use any such independent sites, including whether to buy any products or services offered by them. Such links should not be interpreted as approved by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.

24. User Generated Content Is Not Approved By Us

Our Platform may include information and materials uploaded by other users of the Platform. This information and these materials have not been verified or approved by us. The views expressed by other users on our Platform do not represent our views or values. If you wish to complain about information and materials uploaded by other users please contact our Customer Care team – details of which appear in clause 37 below.

25. Acceptable Use Restrictions

25.1 You must:

  • not use the Platforms or any of its Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the Platforms or any of its Services or any operating system;
  • not infringe our intellectual property rights or those of any third party in relation to your use of the Platform or any of its Services (to the extent that such use is not licensed by these terms);
  • not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the Platform or any of its Services;
  • not use the Platform or any of its Services in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
  • not collect or harvest any information or data from any Service or our systems or attempt to decipher any transmissions to or from the servers running any Service.

26. Intellectual Property Rights

All intellectual property rights in the Platform and its related documentation and the Services belong to Laundry Portal and the rights in the Platform and the Services are licensed (not sold) to you for personal use only. You have no intellectual property rights in, or to, the Platform or the related Documentation or the Services other than the right to use them in accordance with these terms.

27. You Must Keep Your Account Details Safe

27.1 If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

27.2 We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion, you have failed to comply with any of the provisions of these terms of use.

27.3 If you know or suspect that anyone other than you have knowledge of your user identification code or password, you must promptly our Customer Care team – details of which appear in clause 37 below.

28. Limitation of Liability

28.1 To the maximum extent permitted by the applicable laws, Laundry Portal excludes all responsibility and liability in relation to the Platform and Services and disclaims all warranties (express or implied) and representations (including without limitation implied warranties of merchantability and suitability for a particular purpose) regarding the use or the results of the use of the Platform or any linked websites in terms of their correctness, accuracy, timeliness, reliability, or otherwise.

28.2 Laundry Portal will not be responsible for errors or misstatements or be liable, whether in contract, tort (including negligence) or otherwise, for any loss or damage howsoever caused (including direct, indirect, consequential, special losses, or loss of profits). Further, Laundry Portal does not warrant that the functions contained in the Platform will be uninterrupted or error-free, that defects will be corrected, or that the Platform or the server that makes it available, are free of viruses or other harmful components.

28.3 You agree to release Laundry Portal from all claims arising from any statement or representation made on the Platform. Your sole and exclusive remedy for any claim against Laundry Portal or any dispute with Laundry Portal, our affiliates, and their respective officers, directors, employees, shareholders or agents of any of them, is to discontinue your use of the Platform.

28.4 We are not liable for business losses. The Platform is for domestic and private use. If you use the Platform for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

28.5 The Platform and its related Services are provided for general information purposes only. They do not offer advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the Platforms or its related Services. Although we make reasonable efforts to update the information provided by the Platforms and the Services, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date.

28.6 Check that the Platform and the Services are suitable for you. The Platform and its related Services have not been developed to meet your individual requirements. Please check that the facilities and functions of the Platform and its related Services to evaluate its usage towards meeting your requirements.

28.7 We do not guarantee that our Platform will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programs and platform to access our Platform. You should use your own virus protection software. You must not misuse our Platform by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorized access to our Platform, the server on which our site is stored or any server, computer or database connected to our Platform. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Platform will cease immediately.

29. Termination of Services Due To Breach Of Terms of Use

29.1 We may terminate your rights to use the Platform and its related Services at any time if you have breached these terms in a serious way. If what you have done can be put right we will give you a reasonable opportunity to do so.

29.2 If we end your rights to use the Platform and related Services:

  • You must stop all activities authorised by these terms, including your use of the Platform and any of its related Services.
  • You must delete or remove the Platform from all devices in your possession and immediately destroy all copies of the Platform which you have and confirm to us that you have done this.
  • We may remotely access your devices, verify and remove the Platform from them and cease providing you with access to the Services.
  • We do not guarantee that our Platforms, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Platforms for business and operational reasons.
  • We will try to give you reasonable notice of any suspension or withdrawal.

30. We May Transfer This Agreement To Someone Else

We may transfer our rights and obligations under these terms to another organisation. We will inform you via publications or platform notification if this happens and we will ensure that the transfer will not affect your rights under the contract.

31. No Rights For Third Parties

This agreement does not give rise to any rights to Third Parties unless specified herein.

32. Partial Enforceability

Each of the clauses outlined herein operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

33. Delayed Enforceability

We reserve the right to enforce the clauses outlined herein even if, for whatever reason, they are delayed.

34. Indemnification

You agree to indemnify, defend and hold harmless Laundry Portal, its parent company, subsidiaries, affiliates, officers, directors, employees, agents, information providers and suppliers from and against all losses, expenses, damages and costs, including reasonable lawyers’ fees, resulting from any violation of these Terms, breach of your representations contained in these Terms or any activity related to your account (including infringement of any intellectual property rights or negligent or wrongful conduct) by you or any person accessing the platform using your account.

35. Applicable Laws & Legal Proceedings

The law of the United Arab Emirates (UAE) governs these terms. In the event of a dispute, claim or disagreement that cannot be resolved amicably between User and Laundry Portal, it is agreed either party shall be at liberty to bring legal proceedings in the Dubai Courts.

36. Customer Care Team / Complaints

36.1 Our Customer Care teams are as follows: For the U.A.E. – [Phone: +971 50 242 0030 Email: info@thelaundryportal.com ] Please contact our Customer Care team and tell us as soon as reasonably possible if you encounter a problem with the Services, if you want to learn more about our Platforms or the Services we offer or have any problems using them.

36.2 If you think our Platforms or of the Services we provide are faulty or misdirected or wish to contact us for any other reason please contact our Customer Care team.

37. Registered Trademarks

The Laundry Portal trademark is a UAE registered trademark of Connection Hub Portal. You are not permitted to use it without our approval, unless it is part of material you are using as permitted under these Terms and with the consent of Laundry Portal.

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