Back to Home

Terms & Conditions

Last updated: 11 April 2026

1. Introduction

These Terms and Conditions govern the laundry services provided by H&M Laundrette Ltd ("we", "our", "us"), a company registered in England and Wales (Company No. 09538304), with our principal place of business at 157 Mitcham Road, London SW17 9PG. By using our services, you agree to be bound by these terms.

What these terms cover

Different parts of our business are governed by different documents so you can see what applies to you:

  • In-store and walk-in — Using our self-service washers and dryers on the premises, and bringing laundry to the shop for a service wash or bulky-item cleaning. Rules for the self-service area and equipment are also set out in our separate Terms of Use.
  • Collection and delivery — When we collect laundry from your address, process it, and return it to you within our South London service area. Sections on scheduling, the £30 minimum order, and same-day collection times apply in addition to the general terms below.
  • Commercial accounts — Hotels, Airbnb, care homes, and similar clients: bespoke terms and invoicing apply as agreed; section 9 summarises the contractual relationship.

Unless a section states otherwise, processing rules (weighing, sorting, care of items, uncollected goods) apply whether you drop off at our shop or use collection and delivery.

2. Services

We provide the following laundry services:

  • In-store: Self-service washing machines and dryers
  • In-store (drop-off): Service washes for walk-in customers (wash, dry and fold)
  • Collection & delivery: We collect and return laundry across South London
  • In-store or with collection & delivery: Fixed-price cleaning for bulky items (duvets, mattress toppers, pillows, and similar)
  • Commercial (typically collection and/or delivery): Linen laundering for hotels, Airbnb properties, care homes, gyms, salons, and restaurants

3. Pricing & Payment

Prices for walk-in / drop-off at our shop and for collection and delivery are displayed in-store and on our website. Our current pricing structure is as follows:

  • Bagged laundry (service wash): Charged at £4.00 per kilogram, weighed when you hand the laundry over — either at drop-off in-store or at collection from your address. Collection and delivery only: a minimum charge of £30.00 applies to each such order, which includes free collection and delivery within our service area. (There is no equivalent minimum for laundry dropped off and collected from the shop in person.)
  • Bulky items: Duvets, mattress toppers, pillows, and similar items that are presented separately from a standard laundry bag are charged at fixed prices as listed on our website and in-store.
  • Laundry separation service: If you require us to sort your laundry by colour or wash temperature prior to washing, this is available as an additional service at £10.00 per bag.
  • Same day service: Available subject to a 50% surcharge on all applicable charges. For collection and delivery, orders must be booked and available for collection by 11:00am (see section 4). For in-store drop-off, ask staff for same-day availability when you hand in your laundry.

We accept cash, credit/debit cards, and bank transfers. Prices may be updated from time to time and we will endeavour to provide reasonable notice of any changes. Commercial account clients will be invoiced as per their agreed terms.

4. Collection & Delivery

This section applies only when you use our collection and delivery service. It does not govern self-service machine use or walk-in drop-off at the shop (except where the same processing rules apply elsewhere in these terms).

We offer collection and delivery services within our service area across South London. Scheduled collection and delivery times are approximate. We will make every reasonable effort to adhere to agreed schedules but shall not be liable for delays caused by circumstances beyond our control, including traffic, weather, or vehicle breakdowns.

For same day service, orders must be booked and available for collection by 11:00am on the day of service. We cannot guarantee same day return for orders received after this time.

5. Weighing & Item Recording

This section applies when we process bagged laundry or bulky items for you, whether you drop off at our shop or we collect from your address.

Bagged laundry is weighed at handover (in-store drop-off or collection from you), and the final charge is calculated based on this weight. We do not count, list, or itemise individual garments or items within a bag unless an itemised record has been specifically requested and agreed in writing before we take possession of the laundry.

Where no itemised record has been agreed, we accept no liability for claims relating to individual missing items. If you require an itemised record of your laundry, please contact us prior to booking so that we can make appropriate arrangements.

Bulky items presented separately from a laundry bag will be noted individually at handover (shop or collection).

6. Sorting & Colour Separation

The same rules apply to laundry we receive in-store or via collection and delivery.

Unless you have purchased our laundry separation service (£10.00 per bag), all items within a bag are processed together in a single wash cycle without sorting by colour or wash temperature.

By handing over an unsorted bag of laundry, you confirm that you accept full responsibility for any colour runs, dye transfer, shrinkage, or other damage that may result from mixed-load washing. We accept no liability for such damage where the separation service has not been purchased.

If you are unsure whether your items are suitable for mixed-load washing, we strongly recommend purchasing the separation service or pre-sorting your laundry into separate bags before you drop off or before collection.

7. Care of Items

We take reasonable care with all items entrusted to us. However:

  • We are not responsible for damage caused by pre-existing wear, defects, or items that are not suitable for machine washing or tumble drying
  • Items are processed according to their care labels — where no care label is present, we process at our discretion using standard commercial settings
  • We are not responsible for damage arising from items that have been misrepresented as suitable for machine washing or drying
  • Any claims for loss or damage must be made in writing within 7 days of you collecting items from our shop or of us delivering them back to you (whichever applies)
  • Our liability for any single item is limited to 10 times the cleaning charge for that item, up to a maximum of the item's reasonable replacement value

8. Uncollected Items

Items left with us for service wash or cleaning must be collected within 30 days of the agreed return date. We will attempt to contact you after 14 days. Items that remain uncollected after 90 days may be donated to charity or otherwise disposed of, and we accept no liability for items disposed of under this policy.

9. Commercial Accounts

Commercial account terms, pricing, and service level agreements are agreed on a per-client basis. Either party may terminate a commercial account by providing 30 days' written notice. Outstanding invoices must be settled within the agreed payment terms.

10. Limitation of Liability

To the fullest extent permitted by law, our total liability arising from or in connection with any service shall not exceed the total charges paid by you for the specific service giving rise to the claim. We shall not be liable for any indirect, consequential, or special losses.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded or limited by law.

11. Complaints

If you are unhappy with our service, please contact us as soon as possible. We take all complaints seriously and will investigate and respond within 14 working days.

12. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.