Refund Policy

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Last updated: October 1, 2026

This page is a plain-English summary of how refunds, cancellations and compensation work at The Linen Loop. Our full Terms & Conditions govern all bookings and set out the complete legal position — if there's ever a difference between the two, the Terms & Conditions apply.

If you need to cancel or reschedule a collection, let us know with at least 24 hours' notice and there's no charge.

Cancelling with less than 24 hours' notice may incur a cancellation fee of up to 50% of our minimum order charge, reflecting the costs we've already committed to on our side (route planning, driver time, and reserved capacity).

As a consumer, you normally have 14 days from booking to cancel a service contract without giving a reason, this is a standard consumer right for online purchases.

Because our service is time-sensitive, if you ask us to collect your laundry within that 14-day window, you're agreeing that once we've fully completed the service, your right to cancel for a refund ends.

If you cancel after we've started the work but before we've finished it, you may be asked to pay for the portion of the service already carried out.

Contact us within 2 days of delivery if you're unhappy with any part of your order. We'll investigate and get back to you within 2 working days.

Where we haven't met the standard of care and skill you're entitled to, we'll put things right, this usually means re-doing the affected items or offering a partial price reduction. A full refund isn't automatic, since in most cases the service has still been performed.

If an item is lost or damaged while in our care, compensation is based on the limits set out in our Terms & Conditions, not full replacement value:

• Residential customers: up to 10× the cleaning charge for the item, or its fair depreciated value, whichever is lower
• Commercial customers: a per-kg compensation cap, as set out in our Terms & Conditions

This compensation is separate from, and not automatically, a refund of your service charge.

Where a refund is due, for example, if we cancel a booking on our end, or in the case of a no-show on our part, we'll issue it automatically to your original payment method, normally within 7 business days, without you needing to request it.

For any other refund you believe you're owed, please contact us at hello@thelinenloop.co.uk and we'll review it promptly.

If you're ever unsure where you stand, just get in touch at hello@thelinenloop.co.uk, we're happy to talk it through before you need to make a claim.

This is a summary for your convenience. Our full Terms & Conditions (see Sections 9, 10 and 12) govern all bookings and set out the complete legal terms.