1Service Area

DrycleanEx offers home pickup and delivery services in areas where we operate stores or have logistics coverage. You can check serviceability for your pin code on our website or app. Service areas may change; we will notify users in affected areas of any reduction in coverage.

For orders outside our home delivery zone, you may drop off and collect garments at your nearest DrycleanEx store. Our store locator is available on the Platform.

2Pickup Time Slots

When booking a home pickup, you may select a preferred pickup slot from the options available on the Platform. Slots are subject to availability. We offer the following indicative pickup windows:

• Morning Slot: 10:00 AM – 12:00 PM
• Afternoon Slot: 2:00 PM – 4:00 PM
• Evening Slot: 5:00 PM – 8:00 PM

Our rider will typically arrive within a 30-minute window of the start of your selected slot. We will notify you via SMS or app notification when the rider is on their way. Actual arrival times may vary due to traffic, weather, or operational factors. We do not guarantee arrival at a specific minute within the slot.

3Turnaround Times

Our standard service turnaround times are as follows. These are indicative and may vary based on order volume, garment type, and special processing requirements:

Turnaround time is measured from the time of pickup to the time of delivery. It does not include the pickup and delivery transit time. For high-volume periods (festive seasons, weekends), turnaround times may be extended; we will communicate this in advance where possible.

4Delivery

Once your garments are ready, we will notify you via SMS, email, and app push notification with an estimated delivery window. You may reschedule delivery once at no charge if the original slot is not convenient.

4.1 Delivery Requirements

• An adult (18+) must be present at the delivery address to accept the garments
• Please inspect garments at the time of delivery before signing/acknowledging receipt
• Any visible damage must be noted and reported to the rider at the time of delivery
• Delivery to a gatekeeper, security guard, or neighbour is at your own risk and constitutes completion of our delivery obligation

4.2 Proof of Delivery

Our rider will capture a digital acknowledgement of delivery (a photograph of the package). This record constitutes proof that the garments were delivered. If you dispute receipt, please contact us within 24 hours with your order number.

5Delivery Charges

Pickup and delivery charges are as displayed at the time of booking and may vary by:

• Zone: Distance from our nearest store to your address
• Order Value: Free delivery may be offered above a minimum order value (as displayed on the Platform)
• Promotions: Applicable discounts or waivers as shown at checkout

Delivery charges are non-refundable once pickup has been completed, except in cases where we cancel the order or where a service failure is attributable to us.

6Failed Pickup or Delivery

6.1 Failed Pickup

If our rider arrives at the scheduled time and is unable to collect garments (no one present, inaccessible premises, or incorrect address), a failed attempt fee of ₹30 may be charged for re-scheduling. After two failed attempts, the booking will be cancelled and any prepaid amount refunded less the failed attempt fee.

6.2 Failed Delivery

If delivery fails due to your absence or refusal, we will attempt re-delivery once at no charge. For a second re-delivery attempt, a nominal fee of ₹30 may apply. After two failed delivery attempts, garments will be held at our nearest store for a maximum of 30 days, after which the uncollected garment policy (Terms, Section 6.5) applies.

6.3 Pickup Resusal

For pickup refusals, no further attemps will be made and order would stand cancelled. If you wish to proceed then a re-ordering is require. Multiple refusals may lead to account suspension.

7Garment Tracking

You can track the status of your order in real time through our app and website. Status updates include:

• Order Confirmed
• Rider Dispatched for Pickup
• Garments Received at Store
• Garments Inspection for Stain/Soilage identification, damage, wear & tear
• In Processing
• Quality Check Complete — Ready
• Out for Delivery
• Delivered

You will receive SMS/push notifications at each key milestone. If you have concerns about the status of your order, contact support with your order number.