1Acceptance of Terms

These Terms govern your use of the DrycleanEx website, mobile application, and all services (the "Platform") operated by DrycleanEx ("we," "us," or "our"). By using the Platform you agree to be bound by these Terms, our Privacy Policy, and any additional guidelines published on the Platform.

These Terms comply with the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Digital Personal Data Protection Act, 2023, and all other applicable laws of India.

2Service Description

DrycleanEx may provide dry cleaning, laundry, pressing, alterations, shoe cleaning, bag cleaning, carpet cleaning, and related garment care services through its physical stores and digital platform. Services, turnaround times, and pricing are as displayed on the Platform and are subject to change.

2.1 Service Tiers

• Standard: Regular turnaround can be between 24–72 hours depending on garment type.
• Express: Priority same-day or next-day processing at an additional surcharge as displayed at booking.
• Home Pickup & Delivery: Doorstep collection and return within serviceable zones.
• Walk-in: Drop-off at store counter; standard turnaround unless express is selected.

3Account & Eligibility

You must be at least 18 years of age and legally capable of entering a binding contract under the Indian Contract Act, 1872. By registering, you confirm all information provided is accurate and current.

• You are responsible for maintaining the confidentiality of your account credentials.
• All activity under your account is your responsibility.
• Notify us immediately at drycleanEx.com@gmail.com of any unauthorised access.
• We reserve the right to suspend or terminate accounts that violate these Terms, without notice and without liability.

4Booking & Orders

A booking is an offer to purchase our services. A binding contract is formed only when we confirm the order via app, SMS, or email. We reserve the right to decline any booking at our discretion.

4.1 Special Instructions

Special care instructions must be communicated at the time of booking. Instructions that may damage equipment, compromise other garments, or violate safety standards will not be followed. We will make reasonable commercial efforts to follow legitimate special instructions.

4.2 Prohibited Items

The following are not accepted:

• Items contaminated with hazardous materials, biohazards, or bodily fluids
• Items with undeclared valuables in pockets
• Items with declared or market value exceeding ₹50,000 without prior written declaration and acceptance
• Antique or heirloom items unless accepted under special written terms
• Items that cannot be safely processed by industry-standard methods

5Garment Submission Rules — Customer Obligations

By submitting garments to DrycleanEx, you represent and warrant that:

• All garments submitted are your own property or you have authority to submit them for cleaning.
• You have accurately disclosed the fabric type, construction, and any known sensitivities (e.g., colour bleeding, prior alterations, embellishments).
• You have disclosed all known stains and their nature (oil, food, ink, chemical, etc.) at the time of submission.
• You have disclosed the approximate age and condition of the garment, including whether it has been previously cleaned elsewhere.
• You have removed all items from pockets, including coins, paper, phones, jewellery, and electronic devices. We are not liable for any damage caused by undisclosed pocket contents.
• You agree to count and verify all garments at the time of pickup and again at the time of delivery. Claims for missing garments not raised at the time of delivery will not be entertained.
• You acknowledge that garments of 5 years or older may have weakened fabric, unstable dyes, or degraded construction and are submitted at your own risk.

5.1 Garment Condition Assessment

Our staff will conduct an inspection at pickup OR upon reciept at store, and note pre-existing damage, stains, wear, and condition in the order record. In the absence of a dispute raised at the time of pickup, the documented condition is deemed accepted by you as accurate. DrycleanEx's inspection record shall be the primary evidence in any dispute regarding pre-existing damage.

5.2 High-Value Garments

For garments with a purchase value exceeding ₹10,000 (Indian ethnic wear including Banarasi silk sarees, Kanjivaram, Patola, Chanderi, zari work lehengas, bridal wear, designer garments), you must declare the value in writing at the time of submission. If not declared, we shall process them as per our standard process. We reserve the right to decline such garments.

6Pricing & Payment

All prices are in Indian Rupees (₹) and inclusive of applicable GST. Prices confirmed at booking apply to that order. We accept credit/debit cards, UPI, net banking, digital wallets, and cash at stores.

• Payment disputes must be raised within 7 days of invoice date.
• GST-compliant invoices are issued for all orders. B2B customers must provide GSTIN at booking.
• We do not store card or banking credentials — payments are processed by PCI-DSS compliant third-party gateways.

7Garment Liability

7.1 Liability Cap

Our maximum liability for any damage to or loss of a garment shall not exceed 2 times the service charge for that specific garment, or ₹3,000 — whichever is lower.

7.2 Absolute Exclusions — No Liability Whatsoever

We are expressly not liable for:

• Pre-existing damage, wear, tears, thinning, or fabric weakness not disclosed at submission
• Manufacturer defects in fabric, dyes, or construction that manifest during cleaning
• Colour bleeding, running, or transfer that is inherent to the fabric or dye type
• Shrinkage or distortion where the garment's care label has been followed
• Damage to embellishments including sequins, beads, zari, mirror work, gota, or embroidery that are fragile by nature — especially on lehengas, sarees, and bridal wear
• Loss of lustre or surface finish of fabric types known to be sensitive (raw silk, tussar, chanderi, organza)
• Tearing, fraying, or disintegration of garments that are old, worn, or in weakened condition
• Items damaged due to undisclosed pocket contents
• Force majeure events
• Claims raised after 48 hours of delivery or collection
• Claims where garments are not presented for inspection at the time of the claim

7.3 Claim Process

All damage claims must be: (a) raised within 48 hours of delivery/collection; (b) supported by photographs of the damage; (c) supported by the original order receipt; (d) reported to drycleanEx.com@gmail.com with your order number. Upon payment of verified compensation, the disputed garment becomes our property.

7.4 Uncollected Garments

Garments not collected within 30 days attract 10 percent additional charge, of the invoiced amount as storage service. Items beyond 60 days will be donated or disposed of after reasonable attempts to contact you twice. We are not liable for garments disposed of under this clause.

8Anti-Fraud & False Claims Policy

The following conduct constitutes fraud and will result in immediate account termination, refusal of services, and legal action:

• Submitting old, pre-damaged, or worn-out garments and attributing the damage to our cleaning process. Our inspection record at pickup is evidence against such claims.
• Inflating the value of garments to claim compensation beyond their actual market worth. All claims are subject to verification; we require purchase receipts or a current independent valuation.
• Fabricating or staging damage to garments after their return and claiming it occurred during processing.
• Claiming non-removal of stains that were never disclosed at the time of submission and were not recorded in our pickup inspection report.
• Submitting borrowed, stolen, or third-party garments and making claims against us.
• Filing repeated baseless complaints with the intent to obtain free services or discounts.
• Misusing the consumer forum or social media to coerce settlements through defamatory or false statements.

8.1 Our Rights in Case of Fraud

If we have reasonable grounds to believe a claim is fraudulent or exaggerated, we reserve the right to:

• Reject the claim in its entirety and provide our inspection evidence
• Permanently ban the customer from our Platform and services
• Retain the disputed garment pending investigation
• File a complaint under the Bharatiya Nyaya Sanhita (BNS) 2023 for cheating (Section 318), extortion (Section 308), and/or criminal breach of trust (Section 316)
• Seek damages for reputational harm, business disruption, and legal costs
• Countersue in the appropriate consumer forum or civil court for abuse of process

8.2 Customer's Duty of Honest Dealing

Indian consumer law protects genuine consumers. It does not protect fraudulent claimants. The Consumer Protection Act, 2019 expressly provides that complaints made with malicious intent or for vexatious purposes are liable to costs and penalties against the complainant (Section 26). We will invoke this provision where appropriate.

By submitting garments to DrycleanEx, you confirm that all information provided is truthful, that the garments are in the condition described, and that any claim you make will be honest and supported by evidence.

9Pickup & Delivery

Home pickup and delivery are available in serviceable zones. Timeslots are indicative. We are not liable for delays caused by traffic, weather, or other circumstances outside our control.

• Ensure an adult is present at the pickup/delivery address during the window.
• Provide complete, accurate address information.
• Inspect garments at delivery before acknowledging receipt. Claims raised after signed/digital acknowledgement will not be entertained for delivery-stage damage.
• Delivery to a gatekeeper, security guard, or domestic help constitutes completion of delivery. We are not liable for garments thereafter.

10Cancellations & Refunds

See our full Refund & Cancellation Policy. Summary:

• Pre-pickup cancellation: Full refund.
• Post-pickup, pre-processing: Refund of invoice amount less ₹120 pickup fee
• Post-processing commencement: No cancellation permitted.
• Refunds for verified service failure: Processed within 7–14 working days approximately.

11Intellectual Property

All content on the Platform including text, graphics, logos, software and the overall look and feel are protected under the Copyright Act, 1957 and the Trade Marks Act, 1999. No reproduction, distribution, or commercial use of our content without prior written consent.

12Prohibited Conduct

You may not: use the Platform for unlawful purposes; attempt unauthorised access to our systems; scrape data; submit false information; use another person's account; upload malicious code; engage in defamatory conduct; misuse promotions; or submit garments under false pretences. Violations may result in immediate suspension and legal action under the IT Act, 2000 and BNS, 2023.

13Limitation of Liability

Subject to Clause 7, our aggregate liability for all claims shall not exceed the total amount you paid to us in the 3 months preceding the event giving rise to the claim. We are not liable for indirect, incidental, or consequential damages. Nothing herein limits liability for death or personal injury caused by our proven negligence.

14Governing Law & Jurisdiction

These Terms are governed by the laws of India. Consumer disputes may be referred to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. For all other disputes, courts at Gurugram, Haryana shall have exclusive jurisdiction.

15Grievance Redressal

In accordance with the IT Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020:

16Amendments

We may modify these Terms at any time. Registered users will be notified of material changes via email or in-app notification. Continued use after notification constitutes acceptance.