Best Laundry in Dubai

Terms & Conditions

Collection and Delivery Policy:

  • We will collect and deliver cleaned items at the times specified or requested.
  • There are instances thatif there is any delays in the collection or delivery, we will inform you either by phone, or email.
  • In any circumstance that no one is at home during delivery and you want us to leave your items in a specified location without providing us acknowledgment or signature, it will be at our own discretion and at your own risk. We will not be liable for damage, theft or loss of the items under these factors.

Cancellation Policy:

  • Customers can cancel the pick-up request an hour before the requested pick-up time with no penalty at all.
  • In case of cancellation after the pick-up, 50% will be charged if the items had not been processed by then. If the items were processed, 100% charge will be applicable.

Refund Policy:

  • We will process a refund if we have overcharged your bill.
  • We will process refund back depending on the payment mode. If payment was made though debit or credit card, refund process will take 5-10 days depending on the issuing bank.

Compensation Policy :

At Dima laundry our target is for you to have an exceptional customer experience and flawless laundry and dry cleaning service. You trusted us to take gentle and utmost care in cleaning your garments. We deliver what we promise. However, in some occasions, your items can go missing or damaged,we try our best to make it right for you as our most valued customer and reserve the right to do an extra mile outside of our stated guideline on a case to case basis. The following are our policy on customers with missing or damaged items:
  1. Damaged Items
  2. If yourgarment is damaged byDima laundry either through delivery or cleaning process, we will send your damaged garment to clothing repair specialist for assessment and/or for repair. We will cover for the repairs if our repair specialist can successfully repair your item. If our repair specialist determines that the damage is beyond repair, then we will take full responsibility and provide 10 times of the amount which you have been charged at the time of placing the order.
  3. Wear and Tear
  4. All clothing will eventually wear out or deteriorate over time inspite of our best efforts to clean and maintain them. Some problems can arise during the process due to "normal wear and tear".
    Dima Laundry considers the following conditions to be "normal wear and tear":
    • Slight shrinkage from repeated washing/dry cleaning.
    • Slight fading from repeated washing/dry cleaning.
    • Diminishing or thinning of garments from repeated washing/dry cleaning.
    • Discoloration due to deodorant, perfumes or colognes.
    If our repair specialist identifiesthat the garments in question were damaged due to "normal wear and tear", then we will not be liable togive you compensation for the item.
  5. Delicate Clothing Items
  6. We are carefully taking every precaution and inspect the items you are sending us to ensure that your garments are handled and cleaned properly. However we ask that you take note of the cleaning instructions of all clothing items before preparing them to us for cleaning. It is the customer's responsibility to indicate those cleaning instructions to our staff by giving them "Special Instructions".
  7. Additional Exceptions
  8. The following is a list of conditions in which we cannot take responsibility for the damage of, nor are we able to compensate you for any damage to the item:
    • Items in which damage is noted or spotted more than 7 days after the date of initial pickup.
    • We also reserve the right to keep your damaged garment upon providing credit or compensation, in order for us to recuperate the cost of our loss.
    If the garment are missing from your order, we will do our best to find your garment by checking with our staff, drivers, trucks and facilities. Please send us an e-mail at info@dimalaundry.com and indicate what items should have been part of your laundry batch and give us the following information:
    • Slight shrinkage from repeated washing/dry cleaning.
    • A description of the items in your laundry that were not delivered and the date it was delivered. We are suggesting that you check for any missing garments in your laundry or dry cleaning order as soon as possible. The chance of finding your items is considerably greater if we receive your claim within 7 days of the delivery of the items . Please note that the process to find missing items can take up to two weeks.
    • If we are not able to find your missing garments after two weeks, we will issue either a reimbursement or credit based on the timeline in which you filed your claim. All missing item claims must be filed within 7 days of receiving your laundry or dry cleaning to be considered for reimbursement or credit. However we do reserve the right to use our discretion for any missing garment claims filed after 7 days of delivery.

Compensation will be provided in the form of credit or free-cleaning only. Monetary compensation be provided on a case to case basis.

Privacy policy:

  • By visiting our Platform or using any of our services, you agree and consent to your personal information being used and disclosed in the manner set out in this Privacy Statement.
  • This Privacy Statement applies even if you have booked your service via a third party, as this Privacy Statement forms part of your contract with us for the services.
  • The information we collect on our website and mobile application will be used in order to provide the Site and its services to our users, improve the user experience and to communicate with users about the Site and its services.

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