Terms and Conditions
• Our terms and conditions are mentioned below. Please read it carefully. Once you understand and agree our terms and conditions, you continue with us.
• These Terms will apply to any Order we accept from you via our website, mobile app, In-store or any other platform.
• These terms and conditions apply to all orders for products and services provided by Pixie Fresh
• These Terms may change 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.
• Please note any Online Orders with a value of less than £20.00 will be charged £20.00 as a minimum.
Our Contract with You
• These Terms will apply to any Order, (or changes to an existing Order) confirmed by PIXIE.
• These Terms may change from time to time. We will notify you of changes to the Terms by email.
Definitions
• When the following words with capital letters are used in these Terms, this is what they will mean
• App: The PIXIEFRESH app
• Event Outside Our Control: any occurrence or circumstances over which We have no control as described in paragraph 13 and including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which We are unable to provide the Services;
• Item: any garment or article collected from you in connection with an Order;
• Order: your order for the Services as set out in the order form submitted;
• Services: dry cleaning or laundry services as detailed in the Order.
• Service Providers: any third party with which We contract in order to assist Us in providing the Services, including UK Utility Companies;
• Terms: these terms and conditions as amended from time to time; and
• We/Our/Us: PIXIE FRESH, Laundry arm of Checkout Solutions Ltd, 36 Crawley Drive, HP2 6BS, Hemel Hempstead, UK
• When We use the words “writing” or “written” in these Terms, this will include e-mail, SMS and notifications via the App
When you are Ordering
• Confirm your orders/items are listed as one of our range of services, before ordering.
• Confirm delivery address and instructions before placing order. Minimum online order is £20. Online/mobile orders less than £20 will be rounded up to £20.
• Orders and changes to existing orders are confirmed only after acknowledgement email, text or verbal confirmation of payment.
• Our Service commitment is only applicable to confirmed orders.
• Cancellation of confirmed order incurs £5 charge. Processed orders cannot be cancelled.
• You may cancel or change your Order with no additional charge at any time up to five hours before the batch is processed. Consult the PIXIE Operating Clock for guidance. You are to inform us via the App or email
• You are responsible for quality and outcome of any self-serviced orders.
Our rights to cancel your Order
• We may cancel (and/or adjust) your Order in the following circumstances:
1. As a result of an Event Outside Our Control; or
2. If you fail to make Items available for collection; or
3. Your Order, or part of your Order is outside of the range of our services; or
4. Any of your items is damaged, does not have cleaning instructions, or stands an increased risk of damage when processed, including, but not limited to,
Items with special/complex requirements or instructions for cleaning;
Items which are badly damaged or stained;
Items having extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc.
5. At Our discretion, and with your consent. We may adjust the Order or agree to provide the Services at your risk in respect of those Items;
• If We cancel your Order, it will be at no charge to you. We will contact you by phone, SMS or email to arrange collection.
Paid Pick Up and Drop Off
• Rescheduling delivery less than 5hours to delivery time or missing your delivery plan incurs £10 charge.
• You can include any additional delivery instructions in the Special Instruction field.
• Uncollected orders after 30 days will incur £5 surcharge and will be deposed after 60 days.
Self Drop Off and Pick Up
• You should use the bags provided to pack your items, take a receipt and provide your details, keep the ticket copy for your records, attach/fasten the receipt securely in the bag and post bag into the hatch.
• Our customer Agent will contact you to confirm receipt of the package, the completion date and the charges.
• You should retain your ticket voucher as our agent will only process your Orders after confirmation of the ticket number.
• Upon completion of your Order, We will securely SMS/email a key code and cabinet number to you which you will use to collect your Orders at your convenience from Our in-store secured cabinet. Availability of the secured cabinet service is limited and subject to demand.
• The secure cabinet service is free of charge up to 24 hours, but incurs a charge of £1 if pick up window is extended Customer via email, SMS or Chat with Our agent.
• Orders not collected from the secured cabinet within the Pick-Up window, will be returned to the store.
• Your pick-up key code is valid only within the pick-up window agreed with you. The key codes are changed after expiration of each pick-up window.
• Do not use an expired key code as you risk damage to the locks.
Service Standards
• We will provide the Services with reasonable care and skill in accordance with industry standards.
• We will contact you in the event of potential slippage in process timeline or schedule of delivery.
• Please note it is not always possible to remove all stains. If a stain persists after Our cleaning, customers will be informed accordingly. We are not able to offer a complimentary re-clean.
Service Orders - Wash, Tumble Dry and Fold
1. You should check and remove hazardous objects from the laundry Items e.g. coins, pens, keys, makeup, papers etc. as We hold no responsibility for any objects lost or damaged as a result of the cleaning process.
2. We will separate the clothes into lights and darks for you. Although We will take the utmost care in doing this We will not accept responsibility for any bleeding or colour transfer during the cleaning process.
3. Orders are measured by weight. The minimum weight is 6kg and every additional kg will be charge accordingly. Any orders below 6kg will be rounded up to 6kg.
4. You are to instruct items that need to be specially treated e.g. leather, silk, cashmere, fur, velvet and other delicate garments. By placing the Order, You confirm these Items are machine washable and can be tumble dried.
5. Wash, Tumble Dry and Fold Orders do not include any bedding or towels. If these are included, they will be processed and billed as individual product.
6. Service Order laundry items are tagged as a set and not individually. Ensure you have a list of Items. We cannot accept any liability for missing Items.
Price and payment
• Our prices include VAT.
• Upon placing an Order, payment value is authorised but amount is only withdrawn from bank upon Order confirmation.
• Where the final total is different from the captured total (i.e. when the Order was placed) your Order will be updated accordingly and Customer informed of price changes.
• If for any reason We are unable to take payment you will become liable to Us for the sum due plus interest at the rate of 3% a year above the base lending rate of Our Bank. Interest will accrue on a daily basis until paid off.
• If for any reason your payment is disputed and we incur a chargeback fee from our credit card processor, We reserve the right to charge that fee back to you. The above interest condition applies.
• Different payment rates are available for Customers to choose.
Return and Re-Clean Guarantee
• We apply the highest standard in Our services at all times. However, if you are not completely satisfied kindly contact Us within 24 hours of delivery and We guarantee to re-clean your Item(s) free of charge. Any re-clean requests submitted after 24 hours and without Pixie Fresh receipt will be considered on a discretionary basis.
Liability
• It is Customers responsibility to remove cuff links, pens, and collar stiffeners from their cloth to ensure no damages to their clothes.
• Customers are reminded Garments not collected will be disposed off after 3 Months
• Pixie Fresh reserve the right to dispose of garments without further notice.
• Should damage loss occur as a result of our negligence payment will be made subject to wear and tear up to maximum of 10 times the cleaning cost excluding VAT. but not more than £50.00 per item, given a proof of purchase is provided, showing the date of purchase and the value of the item.
• We will not be responsible for any single item valued at more than £50.00
• We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage, or other damage, resulting from the following:
• Failure to notify us of any special requirements or instructions for cleaning the Item.
• The fact that the Item has no label indicating cleaning instructions.
• Any existing damage to the Item at the time of collection
• Any extraneous or hazardous thing left in or on the Item, e.g., pins, jewellery, coins, pens, buttons or embellishments, belts etc.
• No responsibility can be accepted for damage to or loss of buttons, buckles, sequins, or ornaments of any kind.
• Whilst every care will be taken, stain removal cannot be guaranteed
• Items not carrying a care label will only be cleaned at owner’s own risk.
• We cannot be responsible for fading of garments or the wear and tear and the fastness of colours
• We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity
• Customers are asked to check all their orders on collection, as errors cannot be rectified later.
• We do not exclude or limit in any way Our liability for:
• death or personal injury caused by negligence.
• fraud or fraudulent misrepresentation.
• breach of the terms implied by the Supply of Goods and Services Act 1982 (title and quiet possession);
• defective products under the Consumer Protection Act 1987