Definitions

When the following words with capital letters are used in these Terms, this is what they will mean:

• App: LAVE’s website and mobile applications
• Consumer: individuals (or companies) purchasing Products or Services for their own personal use who, in the case of an individual, is no younger than 18 years of age
• Delivery Partner: any third party delivery service selected and operated by LAVE for fulfillment of Orders
• Event Outside Our Control: any occurrence or circumstances over which we have no control as described in paragraph 12 and including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which We are unable to provide the Services
• Fabricare Products: detergents, conditioners, stain removers, fabric care solutions and related products sold by LAVE
• Item: any garment or article collected from you in connection with a Service Order, or any Fabricare Product purchased from Us
• Order: your order for the Services or Fabricare Products as set out in the order form submitted via the App
• Order Confirmation: email explicitly stating that your Order has been accepted and confirmed
• Payment Processor: third party payment processing providers used to process your payment
• Products: Fabricare Products made available for purchase
• Services: personal dry cleaning, laundry services, repairs, and alterations collected from and delivered to your nominated address
• Service Providers: any third party with which we contract in order to assist us in providing the Services
• Terms: these terms and conditions as amended from time to time
• We/Our/Us: LAVE Limited (“LAVE”, “we”, “our”, “us”), company number 16329170, registered office at 438 Streatham High Road, London, England, SW16 3PX

When we use the words “writing” or “written” in these Terms, this will include e-mail and notifications via the App.

1. Placing an Order

1.1 Order Eligibility and Verification

Placing Orders through the App is reserved exclusively for Consumers. By placing an Order, you represent and warrant that: (i) the Order and purchase is strictly for your personal use, and not for resale, distribution or other commercial activities unless you hold a valid commercial account with Us; and (ii) you are legally capable of entering into binding contracts.

1.2 Order Submission and Contract Formation

Please ensure that you check the details of your Order before submitting it, as We will not be liable to you for any errors you make. If you think that you may have made a mistake, please contact Us as set out in paragraph 14.

Submission of an Order does not create a contract between us. The contract arises when We email you an Order Confirmation. We will assign an order number to each Order and inform you of it in the Order Confirmation. Please quote the order number in all subsequent contact with Us.

1.3 Pricing and Currency

The App displays the characteristics and prices of Products and Services you order. For Products, there could be minor differences between items you receive and their visual display (e.g. appearance, colour, consistency, fragrance) as all pictures are for illustrative purposes only and natural ingredient variations may occur between batches.

Where the App offers purchase in your local currency, prices may change due to exchange rate fluctuations. The price displayed at the time you place your Order will be the final price charged.

1.4 Payment Processing

Payment will be processed using one of our Payment Processors. You must provide valid and current payment information.

• For Service and Product Orders: Payment will be authorized and charged when you place the Order.

1.5 Order Acceptance and Fraud Prevention

Orders are subject to fraud checks and regulatory screening. You may be required to provide additional verification before Order acceptance, particularly for high-value orders or if there are concerns about the authenticity of the provided information.

If for any reason We are unable to fulfill your Order, We will let you know by email or text message.

2. Order Acceptance, Modification and Cancellation

2.1 Order Acceptance

We may decline or cancel any Order (in full or in part) in the following circumstances:

• Orders that fail fraud or regulatory checks
• Orders suspected to be placed in bad faith or not by Consumers
• Orders where payment information cannot be verified
• Items or Products that are unavailable or do not fall within our accepted categories
• Orders not made in compliance with these Terms
• Orders affected by genuine errors or mistakes that would not otherwise have been accepted

Quantity limits may apply to certain Products, and excessive Orders may be declined without notice.

2.2 Changes to Orders

• Service Orders: You may make changes at any time before the collection time by contacting Customer Service at hello@lavelondon.com.
• Product Orders: Changes may be made before dispatch by contacting Customer Service, subject to order processing status.

With your consent, We may make changes to your Order as an alternative to cancelling it.

2.3 Cancellation Rights

• Service Orders: You may cancel:
  • At any time before collection by contacting Customer Service
  • After collection if We are affected by an Event Outside Our Control
• Product Orders: You may cancel at any time before dispatch by contacting Customer Service.

You acknowledge that once collection has occurred or Products have been dispatched, cancellation rights under Consumer Contracts Regulations may be lost.

Rescheduling: If you require rescheduling of your agreed window, additional fees may apply subject to availability.

3. Collection, Delivery and Fulfillment

3.1 Service Collection and Redelivery

Subject to paragraph 12, We will use reasonable endeavours to collect and re-deliver Items at specified times, but cannot guarantee exact timing. We will communicate any delays and exclude liability for consequential losses from late delivery.

If you are unavailable for redelivery, we will arrange alternative delivery at your convenience. Failure to accept delivery will result in a £5.00 redelivery charge for each subsequent attempt.

Items not collected or redelivered within 30 days may be disposed of or donated to charity of Our choice.

3.2 Product Delivery

Delivery is carried out by our Delivery Partners. Unless otherwise stated, delivery dates are estimates only. Orders will be delivered by the latest delivery time specified.

Delivery is completed when Products reach your specified address. Different parts of your Order may be delivered on different dates.

3.3 Alternative Delivery Options

Delivery Partners may offer alternative options including signature release. By selecting these options, you acknowledge that neither LAVE nor the Delivery Partner is responsible for any resulting loss or damage.

Some Delivery Partners may require proof of ID upon delivery.

3.4 International Delivery Restrictions

Some Products may not be delivered to certain destinations due to local import restrictions or Product limitations. These restrictions may change based on various factors including regulatory requirements.

We reserve the right to suspend delivery of any Product that cannot be legally delivered to your destination.

4. Collect in Store Service

Where available, you may collect Orders at designated LAVE locations. Once selected, Orders cannot be redirected to alternative addresses.

We will notify you when Orders are ready for collection during store opening hours. You must bring Order confirmation and valid ID.

Orders will be held for 10 days before return to our distribution center, after which refunds will be issued. We are not liable for losses resulting from failure to collect within specified timeframes or provide appropriate documentation.

5. Service Standards

We will provide Services with reasonable care and skill in accordance with industry standards.

We will not be liable for delays or non-performance where you have failed to provide accurate information or accept redelivery in accordance with Orders.

We will not be liable for Items with increased risk of damage, including Items:

• With special cleaning requirements or instructions
• Without cleaning instruction labels
• Already damaged or stained
• Containing extraneous or hazardous objects
• Requiring special handling beyond standard service parameters

At our discretion and with your consent, we may agree to provide Services for such Items at your risk.

6. Fabricare Products

6.1 Product Specifications

Products are described in detail on the App. Minor variations in appearance, consistency, fragrance, or packaging may occur due to natural ingredient variations, manufacturing processes, or batch differences.

Custom-blended Products made to your specifications cannot be returned unless faulty.

6.2 Professional Products

Certain professional-grade Products may require training or certification for safe use. By purchasing such Products, you confirm you have appropriate knowledge and training.

6.3 Product Safety and Usage

We supply Fabricare Products that meet UK safety and labelling requirements. Each product includes clear usage instructions and safety information (including, where applicable a Safety Data Sheet) in English. Please follow the label directions for storage, dilution, and safe use — incorrect use may reduce effectiveness or cause damage.

Certain professional or concentrated products are intended for trained users only; do not use professional-grade products unless you have the necessary training. Some products may be restricted for delivery to certain addresses for safety or regulatory reasons — if a product cannot be delivered to your address we will notify you and offer an alternative or refund.

If you have any questions about safe use, ingredients, or suitability for a particular fabric or location, contact Customer Service at hello@lavelondon.com before ordering.

7. Wash and Tumble Dry Orders

7.1 Item Preparation

Thoroughly check garments for hazardous items (coins, pens, keys, etc.) as we hold no responsibility for items lost or damaged during cleaning.

7.2 Color Separation and Damage

We separate items into lights and darks but accept no responsibility for bleeding or color transfer. We are not liable for damage to items requiring special treatment (leather, silk, cashmere, fur, velvet) unless you confirm machine washability.

8. Problem Resolution

If problems arise with Services or Products:

• Contact Customer Service at hello@lavelondon.com immediately
• For Services: notify within 24 hours of redelivery if you believe we have breached our obligations
• For Products: notify within 24 hours of delivery for any defects or non-conformity

As a consumer, you have statutory rights if Services are not carried out with reasonable skill and care, or if Products are faulty or not as described. Nothing in these Terms affects these legal rights.

9. Price and Payment

9.1 Pricing Structure

Service and Product prices are set out in Our price list on the App or at www.lavelondon.com/prices, current at the time you place your Order. Prices may change but will not affect accepted Orders.

We reserve the right to charge Service Fees, which will be notified before purchase completion.

9.2 VAT and Tax Adjustments

Prices may include VAT depending on applicable legislation. If tax rates change between Order acceptance and payment, VAT rates will be adjusted accordingly.

9.3 Payment Processing and Timing

• Services: Payment is captured and processed on Order placement.
• Products: Payment timing depends on your payment method’s pre-authorization support as detailed in Section 1.4.

If final totals exceed captured amounts, additional authorization may appear in recent transactions, with captured amounts released when full payment is processed.

9.4 Payment Failure

If payment cannot be processed, you become liable for the sum due plus interest at 3% per year above Bank of England base lending rate, accruing daily until payment.

10. International Orders and Duties

10.1 Duties and Taxes

Depending on your location, you may pre-pay import duties and taxes at checkout. Not all Products or destinations support pre-payment, and we cannot guarantee eligibility.

If duties and taxes are not pre-paid, you are fully responsible for paying all applicable charges directly to relevant authorities. We have no responsibility where you fail to pay required duties and taxes.

10.2 Customs Clearance

We may contract with customs brokers or use fiscal representatives to clear Orders on your behalf. Your agreement to these Terms constitutes consent for such representatives to:

• Transact with applicable authorities
• Complete and submit clearance documents
• Facilitate payment of duties and taxes
• Return Products if necessary

10.3 Importer Responsibilities

If you order Products for delivery outside the UK you may be treated as the importer of record in the destination country. This means you are responsible for any import duties, taxes, customs clearance fees and for complying with local laws governing the importation of those Products.

We will do our best to indicate on the Product page where restrictions or extra requirements apply and, where offered, we can arrange customs clearance on your behalf for an additional fee. If we cannot lawfully deliver a Product to your address we will notify you, cancel the Order and refund any sums you have paid.

If you are unsure whether a Product can be imported to your country, or you need assistance with duties or paperwork, contact Customer Service at hello@lavelondon.com before placing your Order.

11. Our Liability to You

11.1 Compensation Guidelines

For loss or damage to Items, LAVE will pay compensation following Fair Compensation Guidelines from the Textile Services Association, accounting for wear, tear, and age. We may request purchase receipts before agreeing compensation.

Our total liability per Item is limited to ten times our service charge or £50.00 per item (whichever is lower), provided proof of purchase is supplied.

11.2 Product Liability

For Products, our liability is limited to the purchase price of the affected Product unless we have received prior notification of high-value items via email to hello@lavelondon.com before collection or dispatch.

11.3 Inspection and Reporting Requirements

You must inspect Items and Products following delivery. Loss, damage, or defects must be reported within 48 hours of receipt. We reserve the right to inspect and photograph any alleged damage.

11.4 Liability Exclusions

We will not be responsible for:

• Items without original tickets or not submitted for inspection
• Items recleaned by third parties
• Single items valued over £250.00 without prior notification
• Foreseeable loss or damage
• Commercial use losses (profit, business interruption, etc.)
• Loss or damage from special cleaning requirements not communicated
• Items with no cleaning labels or existing damage
• Damage from extraneous objects left in Items
• Normal wear and tear or manufacturer defects
• Color loss, bleeding, or shrinkage, particularly for Wash & Tumble Dry Services

11.5 Non-Excludable Liabilities

We do not exclude liability for:

• Death or personal injury from negligence
• Fraud or fraudulent misrepresentation
• Breaches under Supply of Goods and Services Act 1982
• Defective products under Consumer Protection Act 1987

We will not be liable for consequential loss or damage to buttons, zips, and fastenings. Our ticketing system may use heat-sealed stickers or pins – removal by customers voids damage liability.

11.6 Retention Rights

Where we issue compensation for damaged Items, LAVE reserves the right to retain ownership of the damaged Items.

12. Events Outside Our Control

We will not be liable for failure to perform or delays caused by Events Outside Our Control, including strikes, civil disturbances, natural disasters, infrastructure failures, or telecommunications network issues.

If such events occur:

• We will notify you as soon as reasonably possible
• Our obligations will be suspended for the event duration
• You may cancel under paragraph 2.3 or We may cancel under paragraph 2.1
• Cancelled Orders will result in Item return at no cost

13. Gift Services and Vouchers

13.1 Gift Cards

Gift Cards can be used for in-store and online purchases (UK delivery only). Up to five Gift Cards may be redeemed per transaction online.

Gift Cards expire after 24 months of non-use. We are not responsible for lost, stolen, expired, or damaged Gift Cards and have no obligation to transfer remaining balances.

Gift Cards are non-refundable, non-transferable, and cannot be exchanged for cash. Refunds for Gift Card purchases will be issued back to the original Gift Card.

13.2 Gift Messaging

Gift messaging is available where indicated during checkout. You are responsible for message content. We reserve the right to refuse inappropriate messages or discontinue the service without liability.

13.3 Promotions

We do not offer voucher or coupon programs. If special promotions or value-add experiences are introduced in the future, they will be clearly communicated and accessible via LAVEWorld, and governed by their own specific terms.

14. Information About Us and Contact

We are LAVE Limited, company registration number 16329170, registered office at 438 Streatham High Road, London, England, SW16 3PX.

For questions or complaints, contact us by email at hello@lavelondon.com or via the App. Written notices should be sent to hello@lavelondon.com with confirmation of receipt by email.

15. Personal Information Use

We will use personal information to:

• Provide Services and process Product orders
• Process payments
• Inform you about similar services unless you opt out via ‘Unsubscribe’ links

We will not share personal data with third parties except Service Providers and Delivery Partners as necessary for order fulfillment.

16. LAVE Quality Guarantee

We inspect each Item before return. If unsatisfied, contact us within 48 hours of delivery for free re-cleaning guarantee. Requests after 48 hours will be considered discretionally.

Re-cleaning applies to individual Items cleaned by LAVE with original tickets attached. If stains cannot be removed despite our best efforts, complimentary re-cleaning may not be available.

17. Prepaid Items and Commercial Accounts

17.1 Prepaid Services

Prepaid items offer discounted bulk rates and do not require single-order completion. Minimum order value of £20.00 applies.

Prepaid items are non-refundable, account-specific, non-transferable, and valid for specified periods. Further discounts cannot be applied to prepaid purchases.

17.2 Commercial Accounts

Business customers may apply for commercial accounts with enhanced terms, bulk pricing, and specialized service levels. Different terms may apply – contact Customer Service for commercial account information.

18. Returns Policy

18.1 Consumer Returns

Unwanted Products may be returned for full refund (excluding delivery costs) if returned unused and in original condition within 14 days of delivery, following our returns process.

18.2 Return Process

• Visit our returns portal with Order identification and email address
• Select items and return method
• Receive Return Authorization (RMA) number and shipping label
• Return items within 14 days in new, unused condition with all materials, tags, and original packaging
• Include RMA number with return package

18.3 Return Restrictions

The following cannot be returned unless faulty:

• Opened fabricare products (hygiene reasons)
• Custom-blended products made to specification
• Professional-grade products requiring certification
• Perishable goods
• Products designated non-refundable at purchase

18.4 Refund Processing

Refunds are processed promptly but may take up to 10 working days to appear in your account. Refunds use the same payment method as the original transaction unless otherwise agreed.

We monitor return patterns – excessive returns may be deemed breach of Terms.

19. Liability and Warranties

19.1 Statutory Rights

Nothing in these Terms limits your statutory consumer rights. You may have warranty rights under applicable consumer legislation that explicitly prevail over these Terms.

19.2 Warranty Limitations

For Products shipped internationally, warranties may not be valid or may be limited in the shipping destination. Warranty periods are as specified in product descriptions.

Defects from accident, misuse, or normal wear and tear are not covered by warranty provisions.

19.3 Liability Limitations

Subject to non-excludable liabilities, we will not be liable for:

• Consequential, indirect, incidental, special, exemplary, or punitive damages
• Losses exceeding the purchase price of relevant Products or Services
• Losses that were not reasonably foreseeable
• Unauthorized payment card use
• Allergic reactions to Products (ingredient information available on request)

20. Intellectual Property

The App and all intellectual property rights are owned or licensed by LAVE Limited. Access is granted solely for personal, non-commercial use. Commercial use, copying, reproduction, or derivative works are prohibited without express permission.

21. Governing Law and Disputes

21.1 Jurisdiction

These Terms are governed by English law and subject to exclusive jurisdiction of English courts, unless you are resident in Northern Ireland or Scotland.

Where specific consumer laws explicitly prevail over English law, those laws will govern the relevant subject matter.

21.2 Alternative Dispute Resolution

If unhappy with complaint handling, you may contact RetailADR at https://support.cdrl.org.uk, by post at 12–14 Walker Avenue, Wolverton Mill, Milton Keynes MK12 5TW, by email at enquiries@cdrl.org.uk, or by phone at +44 (0)20 3540 8063.

22. General Provisions

22.1 Assignment and Third Party Rights

We may transfer rights and obligations to another organization with written notice, but this will not affect your rights. No third party may enforce these Terms.

22.2 Severability

Each paragraph operates separately. If any provision is deemed unlawful, remaining paragraphs remain in full effect.

22.3 Modifications

These Terms may be modified by posting changes on the App or website. Changes take effect on posting date, but will not affect already-placed Orders.

22.4 Data Processing and Disclosure

We reserve the right to process and disclose information as necessary to:

• Satisfy legal requirements
• Enforce these Terms
• Prevent fraud or security issues
• Support customer service
• Protect legitimate business interests

22.5 Third Party Links

The App may contain links to third-party websites not controlled by LAVE. We assume no responsibility for third-party content or practices. You are solely responsible for third-party website interactions.

These Terms constitute the entire agreement regarding Orders. Contracts are concluded between you and LAVE Limited. For questions about these Terms, contact Customer Service at hello@lavelondon.com.