Terms & Conditions
Effective Date: January 13, 2025
Company: Noor Al Najm Laundry LLC
These Terms & Conditions govern all laundry, dry cleaning, pickup, and delivery services provided by Noor Al Najm Laundry LLC (“we,” “us,” “our”). By using our services, you (“customer,” “you,” “your”) agree to the following terms.
1. Quality Guarantee & Re-Cleaning Terms
1.1 Quality Assurance
We strive to deliver the highest cleaning quality. If you are not satisfied with the cleaning or pressing of any item, you may request a complimentary re-cleaning.
1.2 Conditions for Re-Cleaning
The issue must be reported within 48 hours of delivery.
Items must be returned in the original garment bag and must not have been worn, used, damaged, or washed after delivery.
Re-cleaning is not applicable to items already cleaned according to specific customer instructions, especially when limitations were communicated in advance.
1.3 Failure After Re-Cleaning
If an item remains unsatisfactory after re-cleaning, we will review it for possible compensation (see Section 4).
2. Refund & Cancellation Terms
2.1 Service Cancellation
| Timing | Terms |
|---|---|
| Before Driver Pickup | Free cancellation or modification of pickup request. |
| After Driver Pickup | Full service charges apply. No refund will be issued. |
2.2 Refunds
Approved refunds (service cancellations or compensation) will be processed to the original payment method within 7–14 working days.
3. Damage & Loss Policy
We handle garments with care; however, certain conditions fall outside our responsibility.
3.1 Damage
We are not responsible for issues caused by:
Wear & Tear: natural fading, shrinkage, thinning, pinholes, or deterioration due to age or fabric quality.
Mislabeling: incorrect or misleading care instructions by the manufacturer.
Personal Items Left in Pockets: customers must check and empty pockets before handing over garments.
Compensation for Damage Caused by Our Negligence
If damage is proven to be caused by our processing error, compensation is limited to the fair market value of the item after depreciation, and shall not exceed 10 times the cleaning charge of that item.
3.2 Lost Items
A full investigation will be conducted for up to 7 days.
If the item is confirmed lost, compensation will be based on the depreciated fair market value of the item.
4. Pickup & Delivery Terms
We aim for on-time pickups and deliveries. However, delays may occur due to circumstances beyond our control (traffic, weather, vehicle issues, etc.).
4.1 Missed Pickup (Customer Responsibility)
If the customer is unavailable during the scheduled pickup window, a return fee of AED 15 (or agreed amount) may apply.
4.2 Delivery Delays (Company Responsibility)
We are not liable for any loss or inconvenience caused by delays.
We will notify customers immediately in the event of unforeseen delays.
5. Customer Responsibilities
By using our services, you agree to:
Provide correct contact information and address
Ensure garments handed over are accurately counted
Declare fragile or high-value items
Read care labels before submitting garments
Report issues within 48 hours
6. Limitation of Liability
Noor Al Najm Laundry LLC’s total liability for any claim shall not exceed the total bill amount for the specific order.
We are not responsible for:
Color bleeding or shrinkage due to manufacturer defects
Items deteriorating due to age or fabric weakness
Special materials requiring non-standard care if not disclosed
7. Contact Information
All complaints, claims, or concerns must be sent through our official communication channels:
Email:
Phone/WhatsApp:
+971 54 362 2577
8. Acceptance of Terms
By handing over garments, scheduling a pickup, or using our services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.