NEW CLIENT PROMO - £10 CREDIT AND A FREE LINEN LOOP LAUNDRY BAG
NEW CLIENT PROMO - £10 CREDIT AND A FREE LINEN LOOP LAUNDRY BAG
Last updated: October 1, 2026
These Terms and Conditions apply to laundry collection, cleaning, drying, folding and delivery services supplied by The Linen Loop, the trading name of Lorraine Sibanda, a sole trader.
Contact: hello@thelinenloop.ca
Business correspondence address: East Lancashire
By booking or using our services, you agree to these Terms and Conditions.
The Linen Loop provides laundry collection and delivery services for residential and commercial customers.
The services included in your order will be those shown on our website, booking confirmation, quotation or other written agreement with you.
We may decline items that are unsuitable for our service, cannot safely be processed using our equipment or fall outside the services we provide.
Large or specialist items, including items such as duvets, mattress protectors, pillows, curtains, blankets, bath mats and rugs, may be priced separately from standard laundry.
Bookings are made through our online booking platform (Geelus), Jotform or by direct arrangement for applicable commercial accounts, and are subject to availability.
A booking is accepted when we confirm your collection. Providing a preferred collection date or time does not guarantee that slot until it has been confirmed. We reserve the right to decline or cancel a booking, including where an address falls outside our serviceable collection area.
Customers are responsible for providing accurate contact details, collection and delivery information and any relevant access instructions.
If we cannot safely or reasonably access the collection location, we may need to rearrange or cancel the collection, which may be subject to the cancellation charge set out in Section 9.
Where laundry is charged by weight, the weights shown on our website are intended as a guide only.
Once your laundry arrives with us, it is weighed on a trade-approved scale before processing. Your final invoice is based on the actual chargeable weight recorded by us and the applicable service price at the time of booking.
Our current residential per-kilogram prices and minimum order charge are published on our website. Applicable commercial pricing is quoted individually per account with preferential rates available by agreement for qualifying volume or frequency.
Any minimum order charge shown on our website will apply regardless of whether the laundry weighs less than the minimum weight. Items that are individually priced or subject to a specialist-item charge are not included within standard per-kilogram pricing.
The per-kilogram and minimum order prices shown at the time of booking are indicative. Your final price is confirmed only after your laundry has been weighed and processed, and will be based on the actual chargeable weight and the applicable rate at the time of booking. Where additional work or charges become necessary after we inspect your laundry, we will inform you prior to proceeding where reasonably possible. We reserve the right to change published prices with notice; confirmed bookings are honoured at the price agreed at the time of booking.
Laundry must be ready for collection during the agreed collection window.
You are responsible for ensuring that the correct laundry is handed to us or left in the agreed collection location.
Please check all pockets and remove personal belongings before collection. You are solely responsible for ensuring that pockets, bundles and bags are free of foreign objects, including sharps, pens, keys, glass, and other instruments. We are not liable for damage to your laundry, our equipment, or our staff caused by foreign objects left in items you submitted to us.
We take reasonable care of items entrusted to us, but we are not responsible for loss or damage caused solely by items left inside pockets or laundry bags where the loss or damage did not result from our failure to exercise reasonable care and skill.
We will provide our services with reasonable care and skill.
Laundry will normally be processed according to the selected service and our standard cleaning processes. While our processes are sanitary and include high-temperature washing where appropriate, our services do not constitute medical or surgical sterilisation, and we do not guarantee absolute sterility of any item.
You are responsible for ensuring that items submitted are suitable for our laundering processes. We do not accept: items marked hand-wash only, unless you confirm you are happy for them to go through a full gentle-cycle wash alongside your other laundry; dry-clean only items; intimate wear and lingerie, for hygiene reasons; or items that are biologically soiled (for example, with bodily waste), affected by mould, or showing signs of pest infestation, for biohazard reasons. Where such items are submitted, we reserve the right to return them unwashed, for health and safety reasons.
Items requiring stain treatment, or affected by heavy soiling, must be clearly separated from the rest of your laundry and identified to us at the time of booking or collection. If a stained or heavily soiled item is not separated and identified, it will be processed as part of your standard wash, and we accept no responsibility for any stain that remains as a result. We cannot guarantee the removal of every stain even where treatment has been requested. Stain treatment is available as an optional add-on service, billed according to our published prices.
Some fabrics, dyes and garments may naturally shrink, fade, bleed, weaken or otherwise change during normal laundering. Where damage occurs because of an inherent characteristic or pre-existing condition of an item rather than a failure by us to exercise reasonable care and skill, we will not be responsible for that damage.
Items without care labels, with inaccurate care labels or with pre-existing damage are processed subject to those inherent risks.
Nothing in these Terms limits any rights you have under the Consumer Rights Act 2015.
Any turnaround time stated by The Linen Loop (e.g. 24-hours) is our expected service time rather than an absolute guarantee unless we expressly agree otherwise.
We will make reasonable efforts to return your laundry within the stated timeframe. Pickup and delivery times provided are estimated windows and not guaranteed appointment times.
Occasionally circumstances outside our reasonable control may cause delays. If there is a significant delay, we will contact you as soon as reasonably possible.
Customers must provide reasonable access for delivery.
Residential invoices are due upon receipt unless we have agreed otherwise with you in writing.
Payment methods may include card payment and direct debit through providers such as Stripe and GoCardless, and any other payment methods made available by The Linen Loop. We do not receive or store your complete card details where payment is processed by a third-party payment provider.
Approved commercial customers may be offered consolidated monthly invoicing or other agreed credit terms (e.g. net 15 or net 30 days), at our discretion. Any commercial credit arrangement must be approved by us in advance. See Section 16 for further commercial payment terms.
We may suspend further collections where invoices remain overdue.
Where you arrange a weekly, fortnightly, monthly or other recurring service, each scheduled collection forms part of your ongoing service arrangement.
You may request that a recurring collection be skipped, changed or cancelled subject to the cancellation terms below.
You may cancel the ongoing recurring arrangement at any time, but cancellation of a particular collection within the late-cancellation period may still attract a cancellation charge. Commercial recurring accounts are also subject to the term and termination provisions in Section 18.
You may cancel or rearrange a scheduled collection without a cancellation charge when you give us at least 24 hours' notice via WhatsApp or through Geelus or Jotform.
Where less than 24 hours' notice is provided, we may charge a late-cancellation fee of up to 50% of the applicable minimum order charge, provided that the amount reasonably reflects the costs or losses arising from the cancelled collection.
We will take reasonable steps to minimise any loss. We may reduce or waive the charge where, for example, the collection slot can reasonably be reallocated.
The same principle may apply where we attend an agreed collection but cannot collect the laundry because the customer is unavailable, access cannot be obtained or the laundry has not been made available.
This does not affect any statutory cancellation rights you may have.
Consumers who enter into a service contract online, by telephone or otherwise at a distance will generally have a statutory 14-day cancellation period beginning on the day the contract is entered into.
If you ask us to begin providing the service within that 14-day period, we may begin once you have expressly requested that we do so and acknowledged that your cancellation right will be lost once the service is fully performed.
If you subsequently exercise your statutory right to cancel after the service has begun, you may be required to pay a proportionate amount for services already supplied. Where the service has been fully performed within the cancellation period following your express request, your statutory right to cancel may end.
These rights arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section does not apply to commercial customers (see Section 15).
If you believe something is wrong with your laundry or the service you received, please contact us at hello@thelinenloop.co.uk within 48 hours of delivery.
Please provide your order details and, where relevant, photographs or other information that will help us investigate.
We will investigate fairly, may ask to inspect the item concerned, and will respond within 48 hours.
Where we have failed to provide the service with reasonable care and skill, your statutory remedies may include repeat performance or an appropriate price reduction.
We take reasonable care when handling customer property.
If an item is lost or damaged as a result of our failure to exercise reasonable care and skill, our liability is limited as follows:
We are not liable for damage caused by pre-existing wear, inherent weakness in fabric, non-colourfast dyes, or items not suitable for standard laundering, nor for normal wear and tear resulting from repeated commercial laundering, including gradual thinning, fading, shrinkage, or damage to buttons, zips or trims.
Except where it would be unlawful to exclude it, we are not liable for any loss of profits, loss of business, business interruption, or loss of value based on sentimental attachment, however arising.
Customers should tell us before collection about particularly valuable, delicate, unusual or irreplaceable items (above £75) so that we can determine whether we can safely accept them; we accept no liability for undeclared high-value items beyond the standard limits above.
We do not accept liability for items left unclaimed for more than 30 days, and reserve the right to dispose of or donate unclaimed items after this period, provided reasonable attempts have been made to contact you.
All claims must be submitted to us in writing within 48 hours of delivery, in line with Section 11.
Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by our negligence, or for fraud.
We reserve the right to refuse to process items that are heavily soiled with hazardous or biohazardous material, affected by mould or pest infestation, damaged beyond safe cleaning.
We will not be responsible for a delay or failure caused by events outside our reasonable control, including equipment or vehicle failure, severe weather events or acts of God, power outages, government restrictions, road or traffic disruption, or third-party delivery delays.
Where a collection or delivery falls on a statutory UK bank holiday, it will be moved to the next working day.
Where this affects a booking, we will make reasonable efforts to contact you and rearrange the service, and service will resume as soon as it is safe to do so.
This section applies to all customers, residential and commercial.
We are committed to treating our customers fairly and expect to be treated the same way by customers and anyone acting on their behalf. We operate a zero-tolerance approach to abusive, threatening or aggressive behaviour, whether in person, by phone, by text/WhatsApp, through Geelus, by email, or on social media, directed at The Linen Loop, its owner, staff or contractors.
Where a customer or someone acting on their behalf behaves in this way, we may, at our discretion and without liability to you:
Where reasonably possible, we will first ask that the behaviour stop. Repeated incidents, or a single sufficiently serious incident, may result in immediate action without further warning.
This section is in addition to, and does not limit, our rights under Section 19 (commercial accounts) or any other right we have under these Terms or at law.
Where you are purchasing our services wholly or mainly for business purposes, you are a commercial customer. Sections 10 and 11 (which describe consumer-specific statutory rights) do not apply to commercial customers; commercial claims are instead handled as set out in Sections 12 and 17–19.
Commercial customers may also be subject to an individual quotation, service agreement, account terms or agreed pricing schedule. Where separately agreed written terms conflict with these general Terms, the separately agreed terms will take priority for that commercial account.
Commercial customers must ensure all items submitted are suitable for commercial machine washing and drying, notify us in advance of any special care requirements.
To protect the safety of our staff and equipment, commercial bags or loads must not exceed the weight limits set out in our current Price Guide, and bags must be filled loosely enough that drawstrings or lids close fully.
Bags exceeding the applicable weight limit, or that cannot be safely secured, may be requested to be split into bags for safe handling.
For commercial accounts relying on a rotating supply of linen (for example, bedding or towels), we recommend maintaining a minimum stock of at least three sets per item in circulation, to allow for one set in use, one in reserve, and one with us for processing. We are not liable for any shortfall in your operations arising from your failure to maintain adequate stock levels.
Invoices for commercial accounts will be issued electronically, normally on the day of processing.
Approved commercial customers may be offered consolidated monthly invoicing. Any commercial credit arrangement must be approved by us in advance.
Where we have approved commercial credit terms with you (for example, net 15 or net 30 days), payment is due within that agreed period.
Where a commercial invoice remains unpaid after the agreed due date, we may charge statutory interest and a fixed sum as compensation for late payment, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, in addition to or instead of any other remedy available to us.
We reserve the right to suspend further collections or deliveries to a commercial account where payment remains overdue, until the outstanding balance is paid in full.
Where we incur costs in recovering an unpaid commercial debt, including collection agency fees, court costs and reasonable legal fees, you agree to reimburse us for those reasonably incurred costs. This Section 16 does not apply to residential/consumer customers, whose payment terms are set out in Section 7.
We maintain goods-in-trust (bailee's) insurance covering customer property in our care, custody and control against catastrophic loss, such as fire at our premises or theft of a delivery vehicle.
Where a loss is covered by this insurance, our liability is limited to the amount actually recovered from our insurer in respect of that loss. You are responsible for any portion of a claim that falls below our policy excess/deductible.
This insurance operates separately from, and does not extend, the processing-damage liability limits set out in Section 12.
A commercial service agreement takes effect from the date it is confirmed and continues on a month-to-month basis unless otherwise agreed in writing.
Either party may terminate a commercial arrangement by giving at least 30 days' written notice. Any outstanding balance remains payable on termination.
We may terminate a commercial arrangement immediately and without notice where: payment remains overdue and unresolved; there are repeated breaches of the safety or preparation requirements in Section 15; or a representative of the customer engages in verbal abuse, harassment or threatening behaviour towards our staff.
We will give commercial accounts at least 30 days' written notice of any change to our standard commercial pricing.
We may update these Terms from time to time.
The Terms applying to an order will normally be those in force when that order was booked unless a change is required by law.
If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect. These Terms, together with any separately agreed commercial service agreement, constitute the entire agreement between us in relation to our services.
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Nothing in these Terms affects any mandatory rights a consumer has regarding where a dispute may be brought.
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