Customer Terms and Conditions
1. Our contract with you
1.1 These Terms will apply to any Order we accept from you via website, including any Order that is changed under paragraph 4. Note that unless you accept these Terms (by ticking the acceptance box when you set up your account, you will not be able to place an Order.
1.2 We may change the Terms from time to time and it is the current version which will apply to each Order when you place it. We will notify you of changes to the Terms by email.
1.3 Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. Please see paragraph 11.
1.4 If you need to contact Us at any time about an Order you may do so as set out in paragraph 13.
2. Definitions
2.1 When the following words with capital letters are used in these Terms, this is what they will mean
2.1.1 Website:Pro bee dry clean LLC
2.1.2 Event Outside Our Control: any occurrence or circumstances over which we have no control as described in paragraph 2 and including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which We are unable to provide the Services;
2.1.3 Item: any garment or article collected from you in connection with an Order;
2.1.4 Order: your order for the Services as set out in the order form submitted via the website;
2.1.5 Services: personal dry cleaning or laundry services collected from and delivered to your nominated address;
2.1.6 Service Providers: any third party with which we contract in order to assist us in providing the Services;
2.1.7 Terms: these terms and conditions as amended from time to time; and
2.1.8 We/Our/Us: Pro bee dry clean LLC, +971 4 388 3370, Al Quoz Industrial 4, warehouse 30, Dubai, UAE
2.2 When we use the words “writing” or “written” in these Terms, this will include e-mail and notifications via the website.
3. Placing an Order
3.1 Please ensure that you check the details of your Order before submitting it as We will not be liable to you for any errors you make. For example, please check carefully that you correctly identify each Item. If you think that you may have made a mistake, please contact Us as set out in paragraph 13. We will confirm any changes to your Order by email. Changes are also dealt with under paragraph 4.
3.2 Submission of an Order does not create a contract between us. The contract arises when We send you an email confirming acceptance of your Order. The email will include your billing information.
3.3 We will assign an order number to each Order and inform you of it when We accept the Order. Please quote the order number in all subsequent contact with Us.
3.4 If for any reason We are unable fulfil your Order, We will let you know by email.
4. Changes to your Order
4.1 You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order by contacting our Customer Care at contact@probeedryclean.com
4.2 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 1or in the exercise of our discretion under paragraph 8.3.
4.3 Where changes are made to an Order under either of the preceding sub-paragraphs We will re-issue the Order confirmation to you via email.
5. Cancelling your Order
5.1 You have the following limited rights to cancel an Order.
5.2 You may cancel your Order in the following circumstances:
5.2.1 at any time up to four hours before the collection time set out in Our email acceptance of your Order via the website; or
5.2.2 at any time up to four hours before set out in Our email acceptance of your Order by contacting our Customer Care at contact@probeedryclean.com; or
5.2.3 after We have collected your Item(s) if We are affected by an Event Outside Our Control by contacting our Customer Care at contact@probeedryclean.com.
5.3 You acknowledge that (subject to paragraph 2.3) once an Item has been collected from you we have begun to provide the Services to you and that any rights of cancellation you may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.
5.4 Cancelling your order at less than four hours before a collection or failing to be present for collection is due will incur a 15 AED additional charge
6. Our rights to cancel your Order
6.1 We may cancel your Order and the contract between you and Us in the following circumstances:
6.1.1 as a result of an Event Outside Our Control; or
6.1.2 if you fail to make Items available for collection; or
6.1.3 if we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded items please refer to laundrapp.com/FAQ).
6.2 If we cancel your Order we will contact you by phone or email and
6.2.1 where We have already started work on your Order, We will not charge you anything and you will not have to make any payment to Us;
6.2.2 we will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.
7. Collection and redelivery
7.1 Subject to paragraph 12, We will use reasonable endeavours to collect and re-deliver Items at the times specified in the Order but we cannot guarantee to do so. We will use reasonable endeavours to communicate any delay to you by phone or email.
7.2 If you are not available to accept redelivery of Items, we will contact you by phone or email to arrange redelivery at your convenience.
7.3 – If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge of 15AED will be charged for each consequent attempt of delivery. Pro bee dry clean LLC will endeavour to find a suitable redelivery time. However, if a redelivery is urgent, it is the customers responsibility to organise a same day courier or collection from the Facility.
7.4 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 dispose of the Item or donate it to an accredited charity of Pro bee dry clean’s choice.
7.5 Subject to paragraph 7, all items collections and re-deliveries must be acknowledged by a signature.
7.6 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 sign an acknowledgement on your behalf.
7.7 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.
7.8 24 hour service is not available in all locations and may be affected by items in your basket.
8. Service standards
8.1 We will provide the Services with reasonable care and skill in accordance with good industry standards.
8.2 We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example if an address is incomplete or inaccurate, or if you fail to accept redelivery of Items in accordance with an order
8.3 We may contact you by phone or email if we consider any Items submitted to us to be at an increased risk of damage, including, but not limited to, Items:
8.3.1 with special requirements or instructions for cleaning;
8.3.2 with no label indicating cleaning instructions;
8.3.3 which are damaged or stained; and
8.3.4 bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc.
and at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items.
8.4 Wash and Fold Orders
8.4.1 Checking Items
Please ensure to thoroughly check all the garments for hazardous items e.g. coins, pens, keys, etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.
8.4.2 Washing and Drying Process
The load is washed at a 30 degree cycle and tumble dried at a medium heat. As we process a high volume we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the items are not ironed.
8.4.3 Colour Separation
We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
8.4.4 Size of Bag
Disscussed mutually with client.
8.4.5 Damaged Items
We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments 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.
8.4.6 Excluded Items
The Wash and Fold will not include any bedding and towelling products. If these are included then it will added as an individual product and your bill will be amended accordingly.
8.4.7 Tagging
Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
8.5 Pre-paid Bundles, including 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses
8.5.1 Pre-paid bundles including but not limiting to 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses are pre-paid bundles which offer a discounted, bulk rate. You do not need to order all items in a bundle at once.
8.5.2 Customers ordering aforementioned bundles will be provided with a reusable voucher code for the redemption of subsequent orders included within the purchased bundle.
8.5.3 All pre-paid bundle vouchers are subject to the same terms and conditions of Section 19 unless stated below.
8.5.4 All pre-paid bundle vouchers have a minimum order of 50 AED.
8.5.5 Pre-paid bundles are non-refundable.
8.5.6 Pre-paid bundles can only be used on the account used to purchase the voucher and cannot be exchanged or traded.
8.5.7 Pre-paid bundle vouchers will expire 12 months after purchase.
8.5.8 Pre-paid bundles may be affected by changes to Pro bee’s coverage and service terms.
8.5.9 The purchase of pre-paid bundle includes an initial collection of items, which is deducted from the total balance of pre-paid items.
8.5.10 Pre-paid bundle vouchers will be sent to customers after the successful delivery of their initial order, at which point payment is collected.
8.5.11 Pre-paid bundles are already heavily discounted. Customers cannot use further discounts or vouchers when purchasing a pre-paid bundle.
8.5.12 You can only use one Pre-paid bundle voucher per order.
9. If there is a problem with the services
9.1 If there is any problem with the Services:
9.1.1 please contact our Customer Care by email at contact@probeedryclean.com as detailed on the website and tell Us as soon as reasonably possible;
9.1.2 if you have a complaint about the Services we will deal with it in accordance with our Complaints Policy
9.1.3 You will not have to pay for Us to deal with your complaint.
9.2 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.
9.3 As a consumer, you have statutory rights if our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
10. Price and payment
10.1 The price of the Services will be set out in Our price list as set out in the website or at www.probeedryclean.com/prices 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 We have accepted in accordance with paragraph 3.2 or 4.3
10.2 Our prices include VAT. However, if the rate of VAT changes between the date we accept your Order and the date of payment, We will have to adjust the rate of VAT that you pay.
10.3 Upon placing an Order we capture the payment but do not directly charge your card although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning
12. Our liability to you
12.1 In the unlikely event of loss or damage to an item, Pro bee dry clean LLC will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. It is considered reasonable for Pro bee dry clean LLC to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
12.2 Subject to the following sub paragraphs, we will be compensate (in accordance with 12.1) for loss or damage which is due to Our Negligence.
12.2.1 We will not be responsible for any single item valued at more than 1000 AED unless we have received (and acknowledged) notification via email to contact@probeedryclean.com.
12.2.2 We will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and US at the time we entered into a contract for the Services.
12.3 We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12.4 We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:
12.4.1 failure to notify us of any special requirements or instructions for cleaning the Item;
12.4.2 the fact that the Item has no label indicating cleaning instructions;
12.4.3 any existing damage to the Item at the time of collection;
12.4.4 any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellry, cufflinks, collar stiffeners, pens or tie clips
12.4.5 and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags
12.6 We will not be liable for any consequential loss.
12.7 We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).
12.8 Pro bee dry clean LLC uses a semi-permanent heat-sealed sticker ticketing system. By placing an order with Pro bee, you agree that you item(s) may be tagged in this manner. Pro bee will always look to position these as inconspicuously as possible. We strongly advise customers to not remove these stickers and Pro bee cannot accept liability for any damage caused by removal by the customer or a third party. Please contact contact@probeedryclean.com for support.
12.9 In the event we issue compensation for damage caused to an item(s) in our care, be it monetary or a replacement, Pro bee dry clean LLC reserves the right to retain permanent ownership of damaged item(s).
13. Events Outside Our Control
13.1 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 an Event Outside Our Control.
13.2 An Event 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.
13.3 If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
13.3.1 We will contact you as soon as reasonably possible to notify you; and
13.3.2 Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or
13.3.3 You may cancel your Order under paragraph 5.3 or We may cancel it under paragraph 6.1.1.
13.3.4 If your Order is cancelled We will return your Item(s) to you at no cost to you.
14. Information about us and how to contact us
14.1 We are a company registered in Dubai, UAE. Our company registration number is 775218 and Our registered office is Al Quoz Industrial 4, warehouse 30.
14.2 If you have any questions or if you have any complaints, please contact Us. You can contact Us by e-mailing Us at contact@probeedryclean.com
14.3 If you wish to contact Us in writing, or if any paragraph in these Terms requires you to give Us notice in writing, you can send this to Us by e-mail at contact@probeedryclean.com . We will confirm receipt of this by email. If We have to contact you or give you notice in writing, We will do so by notification via e-mail to the address you provide to Us in the Order.
15. How we may use your personal information
15.1 We will use the personal information you provide to Us to:
15.1.1 provide the Services;
15.1.2 process your payment for such Services; and
15.1.3 inform you about similar products or services that We provide, unless you indicate that you do not wish to receive such communications by clicking the ‘Unsubscribe’ link at the bottom of any Pro bee promotional email communication.
15.2 We will not give your personal data to any third party other than any Service Providers
16. Pro bee Quality Guarantee
16.1 We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.
16.2 To request re-cleaning for your items please email our Customer Care team, explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.
17. Re-cleaning policy
17.1 The re-cleaning only applies to individual items which have been cleaned by Pro bee and the original dry cleaning ticket must be attached.
17.2 Please note it is not always possible to remove stains. If we cannot remove a stain customers will be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.
18. Other important terms
18.1 We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.
18.2 This contract is between you and Us. No other person shall have any rights to enforce any of its terms.
18.3 Each of the paragraphs of these Terms 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.
19. Collection Charge
Pro bee offers free pick-up and delivery.
