Laundry Service Terms & Conditions

Using our service

These terms apply to every order placed with Fresh N Shine Laundry in Riyadh, whether you book through our website, WhatsApp or by phone. They cover laundry, dry cleaning, steam ironing, shoe cleaning, carpet cleaning, and curtain and blanket cleaning.

You must be at least 18 years old, or have permission from a parent or guardian, to place an order.

Booking & pickup

• Please give us an accurate address, location pin, phone number and preferred pickup time when you book.
• Pickup and delivery times are estimates. Traffic, weather or high demand may sometimes cause short delays, and we will let you know.
• Someone should be available to hand over and receive the order. If our driver cannot reach you, we will contact you to arrange a new time.
• We may decline an order if items are unsafe to handle, heavily soiled with hazardous substances, or outside the services we offer.

Prices & payment

Our prices are shown on our price list in Saudi Riyal (SAR). Per-kg orders are charged by the actual weight measured at our workshop, and per-item orders by the items received. Carpets are priced per square metre after measuring.

If an item needs special treatment or the final price is different from your estimate, we will confirm it with you before cleaning. Payment is due on delivery, or as agreed with our team, using the payment methods we accept.

Care of your items

We follow garment care labels and choose the cleaning method best suited to each fabric. If an item has no care label, or the label is unclear, we will clean it using our professional judgement.

Please tell us about any special care instructions, existing damage, loose buttons or known stains when you book or hand over your order.

Pockets & valuables

Please check and empty all pockets before pickup and remove jewellery, money, cards, keys, pens and electronics. We are not responsible for items left in pockets, or for damage caused by them, such as ink from pens or tissue residue.

If we find valuables, we will keep them safe and return them with your order.

Delicate items & stains

We take great care with every garment, but some results cannot be guaranteed:

• Stain removal is done on a best-effort basis. Old, set-in or dye-based stains such as henna, ink and some perfume or oud marks may lighten but not fully disappear.
• Natural wear and tear, weak fabric, fading, or colour that runs because of poor dye quality may appear during cleaning.
• Beads, sequins, stones, buttons and trims that are already loose or poorly attached may come off.
• Items without care labels, very old items or items with hidden defects are cleaned at the owner’s risk.

Delivery

We deliver your order to the address you gave us at the agreed time. Please check your items when you receive them. Turnaround times depend on the service and the size of the order, and express service is available for an extra charge.

Uncollected items

If we cannot deliver your order and you do not respond to our messages, we will keep your items for 30 days from the planned delivery date. After that, we may charge a storage fee or donate the items, after giving you reasonable notice.

Damage, loss & claims

• Please report any missing item or damage within 48 hours of delivery, with photos, by WhatsApp or email.
• Keep the item as it was delivered so we can inspect it. Items that have been washed or altered after delivery cannot be assessed.
• If an item is lost or damaged because of our mistake, we will re-clean it free of charge where possible. If this is not possible, compensation will be fair and based on the item’s age and condition, up to a maximum of 10 times the cleaning charge for that item.
• We are not responsible for damage caused by the issues described in sections 05 and 06.

Cancellations & changes

You can cancel or change your pickup free of charge any time before our driver arrives. Once your items have been collected and cleaning has started, the order cannot be cancelled, but you can contact us about any changes.

Limitation of liability

Our responsibility for any order is limited to the amounts described in these terms. We are not responsible for indirect losses, such as missed events or travel, caused by delays outside our control. Nothing in these terms limits any rights you have under Saudi law.

Privacy, law & contact

We handle your personal information as explained in our Privacy Policy. These terms are governed by the laws of the Kingdom of Saudi Arabia. We may update these terms from time to time, and the latest version will always be on this page.