1. INTRODUCTION

Welcome to The Orchid Laundry LLP ("we", "our", "us"). By accessing or using our services — through our mobile app, website, WhatsApp, or call support — you agree to comply with and be bound by these Terms of Service.

Our mission is to make laundry easy, eco-friendly, and reliable. Please read these terms carefully before using our services.

2. BUSINESS DETAILS

3. SERVICES OFFERED

We provide professional laundry, dry cleaning, steam ironing, stain removal, and garment care services. Pickup and delivery are available via our app, website, WhatsApp, and phone in our operational areas.

4. TURNAROUND TIME & EXPRESS DELIVERY

We strive to deliver within these timelines, but external factors (weather, logistics, or operational delays) may occasionally affect delivery.

5. PICKUP & DELIVERY POLICY

🕒 Time Slots

🚚 Pickup & Delivery Charges

Minimum order value for free delivery: ₹499

6. ADD-ON SERVICES

7. PAYMENT & BILLING

• Accepted Modes: UPI / Wallet / App Payments
• Digital Receipts only — Go Green, Save Paper!
• Prepaid Plans, Subscriptions, and Pay-Later options available
• All prices shown in our rate card are inclusive of GST

8. DAMAGE, LOSS & CLAIM POLICY

We take utmost care in handling garments, using industry-standard processes. However, certain risks are inherent in textile cleaning.

Compensation Policy:

• Maximum compensation: 5× the service price, subject to a cap of ₹1000 per garment
• The compensated garment will be retained by the company

Inspection & Approval:

• Every item is photographed and inspected upon arrival
• We will share pre-wash damage or stain details with the customer for approval before processing

Exclusions:

• Natural wear and tear, color fading, weak fabric, defective labels, hidden accessories (pens, zippers, ornaments, etc.), or inherent fabric issues
• Color bleeding due to poor dye quality
• Items left in pockets or attached accessories

Claim Validity:

• All complaints must be reported within 72 hours of delivery
• Claims reported beyond 72 hours will not be entertained

Non-Standard Items:

Torn, damaged, or heavily stained garments are processed only after written approval (email/SMS/WhatsApp confirmation).

9. STORAGE POLICY

We are not responsible for garments not collected within 15 days after the delivery date. Unclaimed garments may be donated or recycled after this period.

10. COMMUNICATION POLICY

We communicate with customers via:

• WhatsApp
• Phone Calls
• Email
• App Notifications

Customers agree to receive order updates, promotional messages, and service alerts via these channels. We may use feedback, testimonials, or photos (with consent) for promotional purposes.

11. PRIVACY POLICY

11.1 Data Collection

We collect limited personal information necessary to deliver our services — such as name, phone number, address, and payment details.

11.2 Data Usage

Your data is used to:

• Process and deliver orders
• Send service updates and offers
• Improve our app and website experience

11.3 Data Protection

We use secure cloud storage, encryption, and restricted access to protect user data.

11.4 Sharing Policy

We do not sell or rent personal data to third parties. Information may be shared only with trusted service providers (e.g., payment gateways, logistics) under confidentiality agreements.

11.5 User Rights

You may request correction or deletion of your data by contacting us at care@theorchidlaundry.com.

Information We Collect

We collect information you provide directly to us, including:

• Personal Information: Name, email address, phone number, physical address, and date of birth
• Service Information: Details about garments, special care instructions, and service preferences
• Payment Information: Payment method details for transaction processing
• Communication: Messages, feedback, and inquiries through our website or contact forms

How We Use Your Information

We use the information we collect for the following purposes:

• To provide, maintain, and improve our services
• To process orders and send order confirmations and updates
• To process payments and prevent fraud
• To respond to your inquiries and provide customer support
• To send promotional emails and offers (only with your consent)
• To analyze service usage and improve user experience
• To comply with legal obligations

Data Security

We implement appropriate security measures to protect your information against unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

Data Retention

We retain personal information for as long as necessary to provide our services and fulfill the purposes outlined in this policy. You can request deletion of your information at any time, subject to legal obligations.

Your Rights and Choices

You have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Request deletion of your personal information
• Opt-out of marketing communications
• Object to certain types of processing
• Request a portable copy of your data

Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to:

• Remember your preferences and login information
• Understand how you use our website
• Deliver personalized content and advertisements
• Analyze website performance and traffic

You can control cookie preferences through your browser settings. Please note that disabling cookies may affect website functionality.

Children's Privacy

Our services are not intended for individuals under 18 years old. We do not knowingly collect information from children. If we become aware that we have collected information from a minor, we will delete it immediately.

12. REFUND & CANCELLATION POLICY

• Orders can be cancelled before pickup without charge
• Once items are picked up, the order cannot be cancelled
• If a garment is misplaced or damaged (per our policy), compensation will be processed within 7–10 working days
• Refunds are issued via original payment method only

13. LIMITATION OF LIABILITY

We are not liable for:

• Delays due to unforeseen events (floods, power cuts, strikes, etc.)
• Incorrect labeling or manufacturing defects in garments
• Shrinkage or color change inherent to fabric composition

In any case, our liability is limited strictly as per Section 8 (Damage & Compensation Policy).

14. LEGAL & JURISDICTION

All disputes are subject to the exclusive jurisdiction of Mumbai courts under Indian law. We reserve the right to refuse service to any individual for any reason at any time.

15. FEEDBACK & SUPPORT

We welcome your feedback and suggestions to help us improve our services.

📞 7080804074
📧 care@theorchidlaundry.com

16. ACCEPTANCE OF TERMS

By using our app, website, or services, you acknowledge that you have read, understood, and agreed to these Terms of Service and Privacy Policy.