Legal
Terms of Service
The terms that apply when you send items to us.
These terms apply when you send items to Nessa Laundry Co. for cleaning, whether you drop them at the shop, book a collection or arrange a business contract. Using our services means you accept them.
1. Orders and prices
Prices depend on the items, the service and the quantity. We confirm the price with you before we clean anything. Where an item needs assessment, such as leather, suede, wedding dresses or heavily soiled and damaged pieces, we quote after we've seen it and won't proceed until you agree.
2. Collection and delivery
Collection times are agreed in advance and we do our best to keep to them. Traffic, weather and volume can occasionally cause delays, and where that happens we'll contact you. If nobody is available at the agreed time and we haven't been told otherwise, we may need to reschedule.
You can authorise another person, such as a house help or building caretaker, to hand over or receive items for you. Where you do, we treat that handover as if it were made to you.
3. Item counts
We count and record your items at collection and give you that list. Please check it. Claims about missing items are assessed against the list recorded at collection, so it's in both our interests that it's accurate.
4. Care of your items
We clean according to the manufacturer's care label. Where a label is missing, unreadable or clearly wrong for the fabric, we use our own judgement and reasonable care.
Some outcomes can't be prevented even with correct handling. These include colour loss on already-faded fabric, shrinkage inherent to a garment, damage to weak or perished fibres, and stains that have set or been treated at home first. We'll tell you if we think an item is at risk and you can decide whether to go ahead.
5. Loss or damage
If we lose or damage an item through our fault, we'll tell you and put it right. Compensation is based on the item's value at the time, taking age and condition into account, and is capped at ten times the cleaning charge for that item unless we've agreed otherwise in writing beforehand.
Please empty pockets before sending items. We aren't responsible for money, jewellery or other valuables left in garments.
Report any problem within 48 hours of delivery so we can look into it while the item is still as it came back.
6. Unclaimed items
Items not collected within 60 days of us telling you they're ready may be disposed of or donated, and any cleaning charges remain payable. We'll make reasonable attempts to reach you first on the contact details you gave us.
7. Payment
Payment is due on delivery or collection unless you're a contract client with agreed terms. We accept M-Pesa and card. Contract clients are invoiced monthly and payment is due within the period stated on the invoice.
8. Business contracts
Commercial and hospitality contracts are covered by a separate written agreement setting out volumes, schedules, rates and notice periods. Where that agreement conflicts with these terms, the agreement takes priority.
9. Cancelling
You can cancel a booked collection any time before we arrive by calling or messaging us. Once cleaning has started, the order can't be cancelled.
10. Complaints
Contact us on +254 707 408 836 or hello@nessalaundry.co.ke. We'll acknowledge your complaint and aim to resolve it quickly. If we've got something wrong we'd rather re-clean it than argue about it.
11. Website content
The text, images, logo and design on this website belong to Nessa Laundry Co. and may not be copied or reused without permission.
12. Governing law
These terms are governed by the laws of Kenya, and any dispute falls under the jurisdiction of the Kenyan courts.
13. Changes
We may update these terms. The version published on this page when you place an order is the version that applies.