Protection Framework for In-Store & Online Services
Last Updated: January 2025
Warri, Delta State
Important Notice
By using our services (in-store or online), you automatically accept these terms. Please read carefully.
Section 1: Customer Agreement & Acceptance of Terms
1.1 Binding Agreement
By using our laundry services (whether in-store or through our web application), you automatically accept and agree to be bound by these terms and conditions.
In-Store Customers: Acceptance occurs when you hand over items to our staff and receive a collection slip/receipt
Online Customers: Acceptance occurs when you submit a service request through our web application or when our pickup agent collects your items
1.2 Collection Slip as Legal Contract
The collection slip/receipt issued to you (physically in-store or digitally via the web app) serves as:
Proof of items received
Legal contract between customer and business
Final record of item count and condition
Basis for all claims and disputes
IMPORTANT: You are bound by the content of the collection slip. Our count and condition notes are final unless you dispute them within 24 hours of receiving the slip.
In the event of loss, damage, or destruction of your items, our maximum liability is:
₦15,000 per item OR 10× cleaning charge
WHICHEVER IS LOWER
Examples:
Cleaning cost: ₦900 → Maximum liability: ₦9,000
Cleaning cost: ₦1,300 → Maximum liability: ₦13,000
Cleaning cost: ₦2,000 → Maximum liability: ₦15,000 (capped)
Cleaning cost: ₦3,000 → Maximum liability: ₦15,000 (capped)
This cap applies regardless of the actual purchase price, brand, designer label, sentimental value, or age/condition before cleaning. Our liability is capped at ₦15,000 per item for non-declared goods (adjusted for 2026 market value).
Examples:
Cleaning cost: ₦500 → Maximum liability: ₦5,000
Cleaning cost: ₦800 → Maximum liability: ₦8,000
Cleaning cost: ₦1,500 → Maximum liability: ₦15,000 (capped)
Cleaning cost: ₦2,000 → Maximum liability: ₦15,000 (capped)
This cap applies regardless of the actual purchase price, brand, designer label, sentimental value, or age/condition before cleaning.
For items valued above ₦50,000, we offer a Premium Protection Service:
Requirements:
Declare item's value at intake (in-store or via web app)
Provide proof of value (receipt, online listing, valuation certificate)
Premium cleaning fee: 5% of declared value (minimum ₦2,500)
Premium protection must be selected BEFORE item is accepted
Coverage:
Full declared value coverage up to ₦200,000 per item
Requires signed Premium Protection Form (digital signature accepted)
Claims require original proof of value document
If you DO NOT declare high-value items, standard ₦15,000 cap applies.
Section 3: Items We Do Not Accept Liability For
3.1 Items Cleaned at Customer's Own Risk
The following items are processed AT YOUR OWN RISK with ZERO LIABILITY on our part:
Materials
Leather items
Suede materials
Fur or faux fur
Silk with embellishments
Heavy beading/sequins
Special Garments
Wedding dresses
Traditional ceremonial attire
Vintage/antique clothing
Items with no care label
Dry-clean-only items
Household Items
Curtains and drapes
Carpets and rugs
Comforters and duvets
Pillows
Mattress covers
Footwear & Accessories
Shoes and sandals
Belts
Handbags
Caps and hats
IF YOU REFUSE TO ACKNOWLEDGE THE RISK, WE RESERVE THE RIGHT TO REFUSE SERVICE.
Section 4: What We Are Not Responsible For
4.1 Pre-Existing Conditions
We are not liable for damage to:
Items already torn, stained, or worn before cleaning
Weak, tender, or aged fabrics that tear during normal processing
Faded colors or discoloration present before intake
Missing buttons, broken zippers, or damaged trims already present
4.2 Normal Cleaning Outcomes
We are not liable for:
Color bleeding between garments during washing
Color bleeding on local fabrics (Ankara, Adire, lace, etc.) or multi-colored garments where one color bleeds into another, as this is a defect in the fabric's dye-fastness, not our process
Shrinkage up to 5% (natural fabric behavior)
Color fading from normal detergent use
Texture changes in certain fabrics after washing
Pilling on wool, cotton blends, or synthetic materials
4.3 Starch Preferences
Starch levels are subjective. Unless a specific starch level (light, medium, heavy) is clearly noted on the collection slip at the time of drop-off, our professional judgment is final. Re-washes due to starch preference will be charged at 50% of the original cleaning cost.
We are not liable for damage to fabrics that should not be starched if you insist on starching against our professional advice.
Important: Starch preferences must be clearly communicated and documented at drop-off. Changes after processing will incur additional charges.
4.4 Customer Errors
Items Left in Pockets:
Money, jewelry, phones, keys, documents, pens, makeup, etc. You MUST empty all pockets before handing items to us. Any damage caused by items left in pockets is your responsibility.
4.4 Stain Removal
We use best efforts to remove stains
Stain removal is NEVER guaranteed
Some stains are permanent (oil, bleach, dye, rust, old blood)
We are not liable if stains remain or worsen during treatment
Section 5: Claims & Dispute Resolution
5.1 Reporting Deadlines & Verification
YOU MUST REPORT DAMAGE, LOSS, OR DEFECTS WITHIN:
In-Store Pickup: At the time of collection or within 24 hours
Online/Home Delivery: Within 24 hours of delivery confirmation
After 24 hours, NO CLAIMS WILL BE ACCEPTED.
CRITICAL: For in-store pickups, we strongly advise customers to inspect items before leaving the premises. Once an item leaves the shop or 24 hours pass after home delivery, Doc JS Laundry is legally released from all liability.
LAUNDRY TAG REQUIREMENT: No claim for damage or loss will be entertained if the plastic ID tag or barcode has been removed from the garment. The original laundry tag MUST remain attached to the item for a claim to be valid.
5.2 How to File a Claim
In-Store Customers:
Return to shop with damaged item and collection slip
Speak with manager on duty
Fill out Damage Report Form
Provide photos if possible
Online Customers:
Log into web app account
Go to "Order History" → Select affected order
Click "Report Issue"
Upload photos of damage
Submit claim form
Response within 48 hours
5.3 Compensation Methods
If your claim is approved:
Cash refund (in-store customers)
Bank transfer (online customers, within 7 business days)
Service credit to your online account
Free cleaning services equivalent to compensation amount
Section 6: Customer Responsibilities
6.1 Item Inspection Before Handover
You must:
Check item count on collection slip immediately
Verify item descriptions are accurate
Report any errors within 24 hours
Empty all pockets before handing items to us
6.2 Unclaimed Items
In-Store:
Items not collected within 45 days of ready date will be considered abandoned
After 90 days, we may dispose of items or donate to charity
No refunds for unclaimed items
Online Orders:
If you fail to schedule delivery within 14 days of completion, storage fees of ₦500 per day apply
Items not collected within 45 days are considered abandoned
After 90 days total, items may be disposed of or donated
Storage Fee Notice: To encourage timely collection and manage our limited space, storage fees begin from Day 14 after your collection date. Please collect your items promptly to avoid additional charges.
Section 7: Payment Terms & Refund Policy
7.1 Payment Terms
In-Store Customers:
Payment due when collecting items
We accept: Cash, Bank Transfer, POS (Debit/Credit Cards)
Online Customers:
Pay on Delivery (POD): Payment when items are delivered
Pay on Pickup (POP): Payment when agent collects items
Prepaid Online: Pay via web app
7.2 Refund Policy
All payments are NON-REFUNDABLE once service is completed, EXCEPT:
Service Not Rendered: If we fail to clean your items, full refund
Failed Pickup (Online): If our agent fails to show up within 24 hours, booking fee refunded
Approved Damage Claim: Compensation as per Section 5
Cancellation Before Processing: 100% refund minus ₦500 cancellation fee
Section 8: Force Majeure & Service Interruptions
We are not liable for delays, cancellations, or service failures caused by:
Natural disasters (floods, storms, earthquakes)
Power outages or water supply disruptions
Government actions, strikes, or civil unrest
Pandemics or public health emergencies
Equipment breakdown or facility damage
Transportation disruptions (for online orders)
In Such Cases:
We will notify you via SMS, email, or web app notification
Service will resume as soon as possible
No compensation for delays
You may cancel and receive full refund if delay exceeds 14 days
Section 9: Privacy & Data Protection
9.1 Information We Collect
When you use our services, we collect:
Name, phone number, email address
Pickup and delivery addresses (online customers)
Payment information
Item descriptions and quantities
Order history
9.2 How We Use Your Information
Process and fulfill your orders
Communicate with you about services
Send order updates and notifications
Improve our services and web app
Resolve disputes and claims
9.3 Your Rights
You have the right to:
Access your personal information
Request correction of inaccurate data
Request deletion of your account and data
Opt-out of marketing communications
Section 10: General Provisions
10.1 Changes to Terms
We reserve the right to modify these terms at any time. Changes will be posted on our website and web app. Continued use of services after changes constitutes acceptance.
10.2 Governing Law
These terms are governed by the laws of the Federal Republic of Nigeria. Any disputes will be resolved in the courts of Warri, Delta State.
Acknowledgment
By using Doc JS Laundry and Dry Cleaning Services (in-store or online), you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
Last Updated: January 8, 2025 | Version: 1.0
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