16/09/2024
Erla Laundry Pricing and Service Policy
We offer both DIY laundry facilities and laundry services, including washing, drying, and folding. This policy outlines pricing, guidelines, and customer responsibilities to ensure a smooth and efficient experience.
FREE PICKUP & DELIVERY
• Minimum of ₱199 per load is required to qualify for free pickup and delivery.
Pricing & Load Types
• Regular Load / Standard Wash (up to 7.5kg): For mixed light clothing such as shirts, blouses/polo, pants, socks, and underwear.
• Heavy Load (up to 5kg): For heavier clothing like jeans, towels, beddings, fleece, and regular jackets.
• Per Piece: For oversized items such as comforters, duvets, and pillows.
Note on Bulky Items:
Bulky items (e.g., thick linens, large towels, comforters, oversized bedding) must be washed separately from regular clothes and are assessed individually based on their size and weight.
Operating Hours
• Shop Hours: 8:00 AM - 8:00 PM, daily
• Pickup/Delivery: 8:30 AM - 7:00 PM, daily (Requests for payment and delivery close at 7:00 PM)
Turnaround Time
• Saturday to Monday: 48 hours max
• Tuesday to Friday: 24 hours max
*Exception: Holidays, typhoons, and similar events may delay services.
Pickup and Delivery
• Delivery Attempts: The first attempt is free. A second attempt will incur a fee and be rescheduled for the next day.
• We are not responsible for any lost opportunities, delays, or other consequences resulting from failed pickups or deliveries, regardless of the cause. Customers are encouraged to ensure all necessary arrangements for successful pickup or delivery
• Delivery Time: No specific time is guaranteed. Pickup and delivery are based on demand. To avoid delays, customers may drop off and pick up their laundry directly.
• Distance Policy: Deliveries beyond 3 kilometers from the shop will be delivered the next day or within 24 hours (Tuesday to Friday).
Customer Communication
• Please inform us of any special instructions during booking via Viber.
• Include your inventory list. We will not be responsible for any lost item if no inventory list was given.
• You must respond to contact within 10 minutes to avoid delays; otherwise, your laundry may be held behind in the queue.
Laundry Weight Limit and Pre-Weighing
• 7.5 kg Weight Limit: Applies to regular clothes. Heavier items like jeans and jackets must be accounted for as they reduce the effective weight limit.
• Excess Laundry: If excess laundry is sent beyond the 7.5 kg limit, it will be treated as a separate load and charged accordingly.
• Pre-Weighing: Customers are responsible for pre-weighing their laundry to avoid any confusion on load size.
Handling of Bulky Items
• Do Not Mix Regular and Bulky Items: Mixing heavy items (comforters, linens, towels) with regular clothes may cause issues like improper spinning or tangled clothes.
Suitability for Machine Washing
• By using our service, customers agree that their clothes are suitable for machine washing and tumble drying.
• We are not responsible for damage to clothes unsuitable for these processes or the removal of stains.
Handling and Damage
• We handle your clothes with utmost care. But pls. understand that customers choose the mixture of clothes to be laundried together. By agreeing to use our services, you acknowledge that your clothes will be machine washed. We are not responsible for any damages that may occur to your clothes due to machine washing. Unless negligence is proven on our part.
• Wear and Tear: Normal wear (fading, lost buttons, fabric fatigue) is expected. We are not liable for such occurrences.
• Damaged Items: We are not responsible for any damage caused by hooks, buttons, zippers, or items mixed inappropriately during washing.
• Unsuitable Items: Please do not include dry-clean-only items, heavily soiled items (especially with human or animal waste), or hazardous items like lighters or metals.
• Please do not send your laundry basket, as it may get damaged. Use only laundry bags. We will not held responsible for any damage on your laundry basket.
Small Items
• Small items such as socks should be placed in a laundry net to prevent loss. Note that items inside nets may not dry completely.
Items We Do Not Accept
• Rags, floor mats, and other unsanitary items are not accepted.
• We also love pets, but due to sanitary reasons we cannot accept pet laundry.
Special Instructions, Sorting, and Labeling
• Properly label your bags, make sure it has your name on it. It is important to discuss any special instructions to the hotline center prior to pickup.
• Customers are responsible for sorting their laundry (colors, whites, items that bleed) and confirming the quantity of items in front of staff.
• Multiple Bags: Each bag will be washed separately unless otherwise specified.
Detergents
• Liquid detergents are recommended for better washing performance.
Payments and Service Terms
• Payment Method: Payments are accepted via GCash as provided by hotline. Once payment is made, a screenshot of the confirmation must be shared via Viber (09272276218).
• Payment First Policy: Laundry will only be processed once payment is confirmed.
• Late Payments: Services may be paused if payments are delayed.
Complaints, Missing Items, Forgotten Valuables, and Returns
• We are committed to providing quality laundry service. Any concerns, complaints, or claims must be reported within 24 hours from the time the laundry is released to the customer. Claims made beyond this period will no longer be accommodated.
• Forgotten Money and Valuables:
Customers are strongly advised to check all pockets and remove money, valuables, and personal items (such as cash, coins, cards, jewelry, earphones, keys, or gadgets) before turning over their laundry.
The laundry shop shall NOT be held responsible for any money or valuables left inside clothing, whether lost, damaged, or washed.
• Missing Items:
For tracking purposes, customers are encouraged to declare or list special or important items upon drop-off. The laundry shop shall not be responsible for any missing item that was not declared or listed at the time of acceptance.
• Returns and Handling:
Once laundry is released and received by the customer, it is considered complete and accepted in good order, unless a concern is raised within the 24-hour reporting period.
• Limitation of Liability:
In the unlikely event that the laundry shop is found liable, compensation shall be strictly limited to a maximum of two (2) times the total service charge for the affected transaction. Under no circumstances shall liability include cash, valuables, or sentimental items.
Cancelling, Rescheduling, and Changes
• Cancellations: Must be made at least 2 hours before the scheduled pickup. No specific time is guaranteed. Pickup and delivery are based on demand.
• Rescheduling: Pickup and delivery can be rescheduled based on availability.
Final Notes
• Limited Responsibility: We aim to handle your clothes with care but cannot guarantee perfect results (e.g., complete stain removal).
• Uncontrollable Events: We are not responsible for delays or issues caused by events beyond our control (e.g., weather).
• In the case of force majeure events such as fire, earthquake, or civil disturbance, ERLA assumes no responsibility for any losses or damage as a consequence thereof.
• For incidents such as theft, ERLA is likewise not responsible for any loss or damage.
• Items unclaimed after 30 days will be charged accordingly for storage. Failure to claim within 90 days, items will be disposed.
Updates to Terms
• We reserve the right to update these terms, with changes being communicated through our website or other means.
