FAQ

For general or press enquiries, please email info@getlaundry.ae. If you have an enquiry about an existing order, please email info@getlaundry.ae.


General: How can I register?

You can register at the time of your first booking. After a successful booking you will receive a confirmation email with a link to create a password and login to your GetLaundry account. 

General: What if I forget my user name/password?

If you have forgotten your log in credentials, simply try logging in and click forgot password. An e-mail will be sent to your e-mail address confirming your details. Follow the simple steps to retrieve forgotten username or password.

Booking: What happens after I have made a booking?

After making your booking, a confirmation email will be sent to you. A laundry personnel will then contact you to confirm the pick-up time and come at your doorstep to get the laundry.

Booking: Can I provide my own laundry detergent?

We are terribly sorry but at this time, we can only use your detergent if it is in a single-use disposable container or a pod. If you provide a single-use container, please write the instructions for use in the Special Instructions field. Do not send bottles of your own detergent, as we may not be responsible for using or returning them after use.

Booking: What happens if I am not satisfied with the result?

If you're not satisfied with the service, feel free to contact us at Tel. (050) - 972 - 9517, or send us an email so we can work immediately in making things better for you.

Which areas do you service?

We service all areas across the Dubai.

Cleaning: Can I book the same laundry more than once?

Yes, you can.

Cleaning: Can you handwash items?

Yes, we do have the facilities to provide this service.  If you want this option, please enter this information into the Special Instructions portions.

Cleaning: What are your operating hours?

We pickup and deliver between 10 am to 10  pm, every day. 

Payment: Where can I find my invoices?

Invoices will be sent to your email address, as well as will be saved in your GetLaundry dashboard through mobile and web.

Payment: What is the price?

Please refer to our ‘Pricing’ page

Payment: What are my payment options?

We accept secure online payments via credit card and debit card only (Visa, MasterCard, Amex) 

Payment: Is a cash payment possible?

No.

Tipping

Tipping is discretionary. The price listed for cleaning each garments or laundry is all that you are required to pay in order to use GetLaundry service. If you would like to tip, simply select in the Preferences section and turn on tipping and adjust the amount of tip using the arrow buttons. When you select a tip in Preferences, this tip will be placed on each order going forward. An order includes both the pick-up and delivery. Tips are charged when your clothes are ready for delivery.

Promotions: How do I see if my promotion is applied?

This amount is applied to your bill once your garments are delivered and payment is due. If you do not see this amount applied, please email us at info@getlaundry.ae

Claims / Refund policy

Our goal at GetLaundry is to provide you with outstanding customer experience and exemplary laundry & dry cleaning service. We take the utmost care in cleaning your garments. However, in some instances, items can go missing or become damaged. We try our best to make things right for our customers and reserve the right to act outside of our stated guidelines on a case by case basis. The following are the guidelines on customers for missing or damaged items:

Damaged Items

If an item is damaged through our delivery or cleaning process, GetLaundry will send your damaged item to a third party clothing repair specialist for assessment and/or repair. We will cover for the repairs if our repair specialist can successfully repair your item. If our repair specialist determines that the damage cannot be repaired, then GetLaundry will assume full responsibility and provide 10 times of the amount which you have been charged at the time of placing the order. 

Normal Wear and Tear

A fact of life is that all clothing will eventually wear out over time despite our best efforts to clean and maintain them. Occasional problems can arise during the laundering and dry cleaning process due to “normal wear and tear”.

GetLaundry considers the following conditions to be “normal wear and tear”:

  • Slight shrinkage from repeated laundering
  • Slight fading from repeated laundering
  • Thinning of fabric from repeated laundering
  • Small rips or tears from repeated laundering
  • Color discoloration due to deodorant, perfumes or colognes

If our repair specialist concludes that the items in question were damaged due to “normal wear and tear”, then we will not be able to provide you compensation for the item. Additionally our vendors may sometimes return items to you unwashed due to their judgment that washing or dry cleaning the garment will result in possible or further damage. In this event, we will not charge you for the garment(s) in question.

Delicate Clothing Items

While we take every precaution to ensure that your items are handled and cleaned properly, we ask that you take note of the cleaning instructions of all clothing items before preparing them to us for cleaning. It is ultimately the customer’s responsibility to:

A) Ensure that any item submitted to GetLaundry can safely be cleaned as per the manufacturer’s cleaning instructions affixed on the clothing label
B) Specify those cleaning instructions to GetLaundry through the “Special Instructions”

If an item is damaged by GetLaundry during the cleaning process due to the customer’s complete or partial neglect of the manufacturer’s cleaning instructions and/or failure to relay those instructions to us through “Special Instructions”, then we will be unable to provide you compensation for the item. 
Additionally if GetLaundry adheres to all instructions left in the “Special Instructions” field but damage still occurred, we will not be held responsible for the damage to the item. 

Additional Exceptions

The following is a list of circumstances in which we cannot take responsibility for the damage of, nor are we able to compensate you for any damage to the item:

  1. Hand-wash only garments as specified by the manufacturer’s instructions
  2. Items in which damage is noted or spotted more than 7 days after the date of initial pickup

We also reserve the right to keep your damaged items upon providing credit or compensation, in order to recoup the cost from our vendor.

Missing Items

If items are missing from your order, we will do our best to find your items by checking with our vendors, trucks and facilities. Promptly send us an e-mail at info@getlaundry.ae and indicate what items should have been part of your laundry batch and provide the following information:

  • Your order number
  • A description of the items in your laundry that were not delivered.

We recommend that you check for any missing items in your laundry or dry cleaning order as soon as possible. The likelihood of finding your items is greatly increased if we receive your claim within 7 days of the delivery of the items . Please note that the process to find missing items can take up to two weeks.

If we are unable to locate your missing items after two weeks, we will issue either a reimbursement for the item or GetLaundry credit based on the timeline in which you filed your claim. All missing item claims must be filed within 7 days of receiving your laundry or dry cleaning to be considered for reimbursement or credit. However we do reserve the right to use our discretion for any missing item claims filed beyond 7 days of delivery.

Misdelivered Items

If there are items delivered to you that are not supposed to be included, we kindly ask that you e-mail us at info@getlaundry.ae as soon as possible and indicate that you have received misdelivered items. Please provide us with the following information:

  • Your order number
  • A description of the items in the laundry that was mistakenly delivered to you

By providing us with this information, you will assist us in returning the mistakenly delivered laundry to its rightful owner, as well as help us track down your missing items if any.

Legal Disclaimer

We will not be held responsible for any false claims, and will seek reasonable and appropriate compensation if you had any intention in harming the reputation of GetLaundry.ae. If you received any item because it was misdelivered, it will be your responsibility to notify us and return it. If you were to keep it in any way, then you will be held responsible for compensating us.

We reserve the right to change these terms at any time and have the right to refuse service for anyone at any time.