Terms & Conditions
Last Updated on: 01 June, 2026
These Terms and Conditions apply to all services provided by Premium Laundry Xpress (laundry services) and Glaze (footwear restoration and care services). By using our services, you agree to be bound by the following terms.
1. General Terms
- Age Requirement: To use our services, you must be at least 18 years old.
- Right to Refuse: We reserve the right to refuse service to anyone for any reason.
- Account Responsibility: You are responsible for keeping your contact details, delivery address, and account information accurate and up to date.
2. Laundry Services (Premium Laundry Xpress)
- Standard Processing: By handing over your items, you confirm they are suitable for standard machine-washing and tumble-drying.
- Care Labels: We strictly follow manufacturer care labels. In the absence of a label, we apply our standard process and cannot be held responsible for any resultant damage.
- Delicates: Items with beads, sequins, embroidery, or delicate fabrics are processed at the owner's risk. We recommend these be handled via specialized dry-cleaning services.
- Stains & Existing Damage: While we strive to remove all stains, success is not guaranteed. We are not liable for damage arising from pre-existing fabric weaknesses, such as color fading, holes, or thinning fibers.
3. Footwear Restoration & Care (Glaze)
- Customer Disclosure: Customers must disclose any known issues, hidden defects, or previous repairs on footwear at the time of drop-off.
- Pre-existing Conditions & Color Bleeding: We are not responsible for structural failures due to natural material aging (e.g., crumbling vintage soles or peeling leather). Some vibrant materials or suede may naturally bleed color during washing due to unstable factory dyes.
- Sole Reglueing Limitations: Certain sole materials resist adhesives; while we use high-grade bonding agents, we cannot guarantee a permanent bond, and separation may still occur after the work is completed.
- Restoration Results: While we use premium products, 100% stain removal cannot be guaranteed. Delicate materials like suede, nubuck, or mesh may experience subtle changes in texture or shade after a deep clean.
- Paint & Matching: Color matching for touch-ups is done by hand, and a 100% factory-identical match is not always possible. Normal wear, scuffing, or creasing after delivery remains the owner's responsibility.
4. Personal Belongings & Pick-up Policy
- Laundry: Please check all pockets before submission. We are not responsible for personal items found in clothing.
- Footwear: Please ensure all personal insoles or custom inserts are removed before handover.
- Abandoned Items: Shoes must be collected within 30 days of the completion notice; items left longer may incur storage fees or be considered abandoned.
5. Orders, Delivery, & Reporting
- Logistics & Hours: Our pickup and delivery services operate daily between 9 a.m. and 8 p.m.
- Delivery Timeframes:
- Regular Delivery: Standard orders are typically delivered within 48 to 72 hours.
- Xpress Delivery: We offer an Xpress service for ironing only, with a 24-hour turnaround time for an additional fee of Tk. 100.
- Unavoidable Delays: While we strive to meet all delivery timelines, please be aware that delivery may be delayed due to unavoidable circumstances. We will notify you promptly in the event of such a delay.
- Missed Appointments: Failure to be present for a scheduled appointment may result in additional fees or scheduling delays.
- Verification: You are required to count and inspect your items at the time of delivery. Once you have accepted and signed for your order, we may be unable to process claims for missing items.
- Reporting Issues: Any quality issues, damage, or concerns must be reported to us in writing within 48 hours of delivery.
6. Liability & Payments
- Limited Liability: Our total liability for any lost or damaged item is capped at five times the cost of the specific service performed on that item.
- Compensation Method: Any compensation provided will be issued in the form of service credits to your account, not cash.
- Force Majeure: We are not liable for any loss, damage, or delay resulting from circumstances beyond our reasonable control, including, but not limited to, fire, flood, or natural disasters.
- Payments: You are responsible for all charges incurred. Promotional codes must be used in accordance with their specific terms and are non-transferable.
7. Product Sales & Returns (Shoe Accessories)
- Product Descriptions: We strive to ensure that all product descriptions, images, and specifications are as accurate as possible. However, we do not warrant that product descriptions or other content on our website are entirely error-free, complete, or current.
- Usage Responsibility: Accessories such as cleaning foam and other chemical products must be used in accordance with the provided instructions. We are not responsible for any damage to footwear caused by the improper use, misuse, or failure to follow the application guidelines of the purchased products.
- Suitability: It is the customer's responsibility to ensure that any purchased accessory (e.g., specific shoe brushes or cleaning agents) is compatible with the material of their footwear. We recommend testing products on an inconspicuous area before full application.
- Returns & Exchanges:
- Products may be returned or exchanged only if they are unused, in their original packaging, and in the same condition as received.
- Items that have been opened, used, or damaged by the customer are not eligible for return or exchange.
- Requests for returns must be initiated within 5 days of delivery, accompanied by valid proof of purchase.
- Defective Products: If you receive a product that is defective or damaged upon arrival, please notify us within 48 hours of delivery. We will facilitate a replacement or offer a refund at our discretion after verifying the claim.
- Stock Availability: All product orders are subject to availability. If an item you ordered is out of stock, we will notify you as soon as possible and offer a choice between a refund or an alternative product.
- Shipping & Delivery for Products: Physical products will be shipped to the address provided during checkout. You are responsible for ensuring the shipping address is correct. We are not liable for non-delivery or delays caused by incorrect address details provided by the customer.