Terms & Conditions

A. General

  1. Upon becoming a member of Fresh Laundry Express Company Limited (“FLE”), customer should have read, understood and accepted Terms and Conditions stated herein. These Terms and Conditions will apply to any Order you place with FLE and we accept from you including any change to an Order.

  2. Only the means of communication listed on the Website or App of FLE are regarded as proper channels for requesting our services. Only agreements established in proper channels to communicate with our staffs can be considered as orders from customers, and we will act accordingly.

B. Definitions

When the following words with capital letters are used in these Terms & Conditions, they should have the meanings as follows: -

  1. App: mobile application developed and owned by FLE;

  2. Website: website developed and owned by FLE;

  3. Event Outside Our Control: any occurrence or circumstances over which we have no control including but no limited to the unavailability of any Service Provider, key personnel or key materials which we required to provide the Services;

  4. Item: any garment or article collected from you in connection with an Order;

  5. Order: your order for the Services as set out in the order form submitted via the proper channels of communications to us;

  6. Services: means one or more of the door-to-door laundry and dry-cleaning services;

  7. Dry-cleaning: dry-cleaning is a cleaning process that involves chemical solvents;

  8. Laundry: clothes will be cleaned by washing machines and then dried, folded and packaged;

  9. Order Notes: instruction set out in the Order by customer and is confirmed once the Order has been proceeded to Checkout;

  10. Special Instruction: any washing or care instruction selected or specified for the Item by customer and is confirmed once the Order has been proceeded to Checkout;

  11. Service Provider: any partner and third-party service provider;

  12. Terms and Conditions: these terms and conditions as amended from time to time;

  13. We/Our/Us: Fresh Laundry Express Company Limited 清新洗衣快線有限公司 (“FLE”); and

  14. When we use the words “writing” or “written” in these Terms, this will include only e-mail and instant messaging (“IM”) via the App.


C. Order

1. Please ensure that you check the details of your Order before submitting it as we will not be liable to you for any delay or error due to the provision of incorrect

information. For example, please check carefully that you correctly identify each Item.

  1. You may make a change to the Items, Order Notes and Special Instructions of an Order at any time before the scheduled pickup time by written notice, provided that we accept your change.

  2. Without your consent and at our discretion, we may make a change to your Order as an alternative to cancelling it.

  3. You acknowledge that 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 Supply of Services (Implied Terms) Ordinance (Cap. 457) or any equivalent law or regulations will be limited.

  4. We may cancel your Order and the contract between you and us in the following circumstances:

    1. resulting from an Event Outside Our Control; or

    2. if you fail to make Items available for collection; or

    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; or

    4. if you fail to complete payment upon pickup.

D. Pickup and Delivery

  1. If we cancel your Order, we will contact you via IM, phone or email, refund any payment made and arrange to return the Items to you as soon as reasonably possible. Please note that Order may be subject to pickup and delivery charge.

  2. If you are not available to accept delivery of Items, please contact us 2 hours before the scheduled delivery timeslot starts via IM, phone or email to arrange re- delivery at your convenience.

  3. If you reschedule your Order less than 2 hours before the scheduled delivery timeslot starts or fail to be present for accepting delivery, we shall count it as an attempt of delivery.

  4. We are not obliged to attempt delivery more than twice. If you are not available to accept re-delivery for a second time, Items will be returned to our side and you will be notified accordingly by IM, phone or email. Subsequent delivery efforts will be made at your expense.

  5. If you have failed to accept or arrange re-delivery of an Item for more than 90 days after the first-time delivery date specified in the Order, we may dispose of the Item or donate it to charities of our choice.

  6. Our service area covers Hong Kong Island only, this includes any residential or office address in Central and Western, Eastern, Southern and Wanchai districts. We are not responsible for providing any service outside our scope of service area.

  7. You may authorise any third party to accept pickup or delivery at any address designated by you and you shall be responsible for any risk in relation thereto.

  8. You may request us to deliver your Items to any place of third party by way of

specifying such a request on Order Note in our App (e.g. Deliver Items to concierge or reception.) If you choose to do so, your request shall be confirmed once your order is proceeded for checkout and you shall be responsible for any loss or risk caused by or incidental to your request. Please note that we may not accept any request of this kind from other means of written notice to us and, in any case we accept, we may require third party’s signature as confirmation of receipt.

E. Service Standard

  1. We will provide the Services with reasonable care and skill in accordance with good industry standards, including but not limited to the guideline published jointly by The Laundry Association of Hong Kong Limited and the Consumer Council.

  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 instance, if your address is incomplete or inaccurate, or if you fail to accept pickup or delivery of your Order in accordance with an Order.

  3. We may contact you via IM, phone or email if we consider any Item submitted to us to be at an increased risk of damage, including, but not limited to, Items in the condition of:

    1. require special or additional cleaning process;

    2. with no label indicating cleaning instructions;

    3. which are damaged or stained before cleaning; and

    4. bearing an extraneous or hazardous object, e.g., pins, jewellery, coins, pens, etc.

  4. For safety and hygiene reasons, we cannot process garments containing hazardous materials, blood or faeces. If there is an item that we are not able to process, we will notify you and return the item uncleaned.

  5. For any item for Laundry, we will not be responsible for any colour bleeding, shrinkage or missing of item(s). We will not be liable for any damage to Laundry Items as we wash by load and may not inspect the care labels of each garments. Laundry items are tagged by load and not individually tagged, hence, we cannot accept any liability for missing items.

  6. Your Items for Dry Cleaning will be cleaned with chemical solvent, but we will not be responsible for any colour bleeding or shrinkage. Our liability for any loss of or damage to an Item shall be limited to five times the price we charged for the Services for that Item, subject to paragraphs G.4 and G.5.

  7. We will not be liable for any Item provided without a care label, but if we decide to clean the Item we will clean in a manner we deem most appropriate.

  8. At our discretion and with your consent, we may agree to provide the Service at your risk in respect of those Items specified in the paragraphs of “Section E. Service Standard”.

  9. Although we do our best to prevent any damages to your garment, unfortunately every garment, regardless of brand or quality, will wear out over time, and there is nothing we can do to predict when this will happen, or prevent it. For damage related to normal wear and tear, FLE does not provide reimbursement or compensation.

    Per industry standards, the following are considered as normal wear and tear:

    1. Shrinkage from repeated laundering;

    2. Color fading;

    3. Shrinkage from repeated laundering;

    4. Small holes or tears;

    5. Discoloration caused by hygiene or beauty products (deodorant, perfume, cologne);

    6. Button damage;

vii. Thinning of fabric.

F. Price and Payment

  1. The price of the Services is listed on our App and will be the price in force at the time you place your Order.

  2. Payment is due online when the Order is placed or settled by cash when we pick up your Items.

  3. We accept payment made using Apple Pay, Android Pay, PayPal, Credit card or Cash.

4. Our credit card payment gateway is provided by third-party service provider.

5. We will not deliver your Order until we have received payment in full. We will hold your items for 90 days from the pickup date and reserve the right to charge for reasonable storage costs. If no full payment or arrangement is made over that 90 day period, we may dispose of the Item(s) or donate to charities of our choice.

1. 

G. OurLiabilitytoyou

  1. Subject to the following paragraphs of “Section G. Our liability to you” and “Section H. Events outside our Control”, we will be responsible for the loss or

    damage to your Items that is a result of our negligence.

  2. We will not be responsible to you for any Items’ loss or damage that is not 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.

  3. We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:

    1. failure to notify us of any special requirements or instructions for cleaning the Item;

    2. the fact that the Item has no label indicating cleaning instructions;

    3. any existing damage before cleaning;

    4. any extraneous or hazardous thing left in or on the Item, e.g., pins, lighter, jewellery, coins, pens, highlight pens, buttons or embellishments, lipsticks etc.;

    5. any Items which we do not advise to accept but proceed to clean under your instructions at your own risk (refer to paragraph E.4);

    6. our acceptance of Items which we agree to provide the Services for under paragraphs E.3 and E.4;

    7. our agreement to deliver Items to public places under your instruction, according to paragraph D.8;

    8. your using of the Services for Items, the value of which exceeds the limit on our liability set out in paragraph G.5; and

    9. our disposal or donation of Items under paragraphs D.5 and G.5.

  4. We do not exclude or limit in any way our liability for:

i. death or personal injury caused by negligence;

  1. fraud or fraudulent misrepresentation; or

  2. defective products.

5. Subject to paragraph G.4, our total liability to you in respect of each Item is limited to five times the price we charged for the Services.

  1. Events Outside Our Control

    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.

    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.

    3. If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms:

      1. We will contact you via IM, phone or email as soon as reasonably possible; and

      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

      3. We may cancel it under paragraph C.5.i.

      4. If your Order is cancelled, we will return your Item(s) to you, subject to pickup and delivery charge at our discretion.

  2. Discount Code and Special Offers

    1. We may, at our sole discretion, create promotional codes that may be redeemed for credit or other features or benefits related to a Third-Party Contractors, subject to terms that we may establish on the basis of each discount code (“Discount Code”) and these Terms and Conditions.

    2. You agree that Discount Codes:

      1. must be used for the intended audience and purpose, and in a lawful manner;

      2. may not be duplicated, sold or transferred in any manner, or made available to the public, unless expressly permitted by us, in advance in writing;

      3. may be disabled by us at any time for any reason without liability to us;

      4. are not valid for cash; or

      5. may expire prior to your use.

    3. We reserve the right to withhold or deduct credits or other features or benefits obtained through the use of discount code by you or any other user in the event that we deem appropriate, including the events we determine or believe that the

use or redemption of the Discount Code was in error, fraudulent, illegal, or in violation of the applicable discount code terms or this Terms & Conditions.

J. Privacy of Personal Information

We will use the personal information you provide to us to:

  1. provide the Services to you;

  2. process your payment for such Services; and

  3. inform you about products or services that we provide or are similar to our products or services, only if you have indicated that you wish to receive such communications.

  4. We will not give your personal data to any third party without your express authorization.

  5. For more details related to the privacy of personal information, please refer to our Privacy Policy.

K. Other Important Terms

  1. Our rights and obligations under these Terms and Conditions might be transferred to another organization, we would notify clients when such circumstances arise.

  2. The Contract is legally binding between customer and us only, other party shall have no rights to enforce any of the Terms.

  3. Every clause of the Terms and Conditions operates separately. In case any clause is declared void, the remaining clauses will remain in full force and effect.

  4. The Terms and Conditions are governed by Hong Kong law and will be subject to the jurisdiction of the Hong Kong courts.


These Terms and Conditions have been translated into Chinese. If there is any discrepancy, inconsistency or ambiguity between the English version and the Traditional Chinese Version, the English Version shall prevail.