Terms & Conditions.

These Terms and Conditions apply to your use of the Thawb Wa Teeb website, mobile application, in-store services, and pickup and delivery services. THAWB WA TEEB LAUNDRY L.L.C provides laundry, dry cleaning, ironing, garment care, and related services.

By creating an account, booking a service, visiting our store, requesting pick-up or delivery, or otherwise using our services, you agree to these Terms and Conditions. If you do not agree, you should not use our services.

When the following words with capital letters are used in these Terms, they shall have the meanings set out below:

Account

The customer account created through the Website or Mobile Application for browsing services, placing Orders, managing bookings, making payments, and receiving service updates.

Customer

Any person who creates an Account, places an Order, visits our store, requests pickup or delivery, or otherwise uses the Services. Also referred to as "you" or "your".

Delivery

The return of Items to the Customer's nominated address after completion of the Services, subject to these Terms, service availability, payment confirmation, and operational capacity.

Item

Any garment, fabric, household textile, article, or other item submitted by the Customer for cleaning, ironing, dry cleaning, washing, garment care, inspection, pickup, delivery, or related Services.

Mobile App

Any mobile application operated by or on behalf of THAWB WA TEEB LAUNDRY L.L.C through which Customers may access, request, book, manage, or pay for the Services.

Order

A request placed by the Customer for Services through the Website, Mobile Application, in-store, by telephone, WhatsApp, or any other approved ordering channel, including any pickup, delivery, service selection, pricing, and item details.

Pickup

The collection of Items from the Customer's nominated address or location for inspection, processing, cleaning, ironing, washing, dry cleaning, garment care, or related Services.

Services

The laundry, dry cleaning, ironing, pressing, washing, garment care, household item cleaning, pickup, delivery, in-store, express, standard, and related services provided by THAWB WA TEEB LAUNDRY L.L.C.

Terms

These Terms and Conditions, as amended, updated, replaced, or modified from time to time.

Website

The website operated by or on behalf of THAWB WA TEEB LAUNDRY L.L.C, including thawbwateeb.com, through which Customers may access information, browse Services, place Orders, manage bookings, or make payments.

We / Us

THAWB WA TEEB LAUNDRY L.L.C, a laundry and garment care service provider operating in the United Arab Emirates. Also referred to as "our" or "Thawb Wa Teeb".

We provide laundry and garment care services, including:

The availability of services may depend on location, item type, fabric, condition, service capacity, and other operational factors.

Customers are required to create an account to browse services and place orders online or through the mobile application. You agree to:

• Provide accurate, complete, and current information;
• Maintain the confidentiality of your login details;
• Be responsible for all activity under your account;
• Promptly update any changes to your contact details, address, or payment information; and
• Notify us immediately if you suspect unauthorized access to your account.

We reserve the right to suspend, restrict, or terminate any account if we reasonably believe that the account has been misused, contains inaccurate information, is involved in fraudulent activity, or has been used in breach of these Terms.

Orders may be placed through our website, mobile application, or in-store.

For pickup and walk-in orders

• Items will be counted at the time of pickup;
• A physical or digital receipt may be issued;
• The initial item count is for receipt and tracking purposes only;
• The initial count does not constitute a full inspection of item condition, fabric, stains, defects, or cleaning suitability; and
• A detailed inspection may be carried out at our facility after collection or drop-off.

Following inspection, we reserve the right to

• Reclassify items;
• Adjust pricing;
• Identify special handling requirements;
• Refuse items;
• Return items unprocessed; and/or
• Require additional processing time.

In the event of any dispute regarding item count or classification, the final count and assessment conducted at our facility shall be treated as final, unless there is clear evidence of error.

We will use reasonable care and skill when handling and cleaning items.

Where care labels are available, we will generally follow the manufacturer's care instructions. If a care label is missing, unclear, damaged, unreadable, or inconsistent with the apparent nature of the item, we may use our professional judgment to determine an appropriate cleaning method.

We do not guarantee that every item can be cleaned safely or restored to its original condition.

We will use reasonable efforts to remove stains; however, stain removal is not guaranteed.

Some stains may be permanent, may become more visible after cleaning, or may require treatment that increases the risk of fabric damage, fading, discoloration, or texture change.

We are not liable for failure to remove stains or for damage arising from stain treatment, except where caused by our proven negligence and subject to the liability limits in these Terms.

We currently provide pickup and delivery services through our in-house delivery operations. Our service coverage is currently available across the United Arab Emirates. We do not provide services outside the UAE.

Pickup and delivery times are scheduled based on availability and operational capacity. Customers must ensure that someone is available at the scheduled pickup and delivery location. Drivers may wait at the customer’s location for a reasonable period, but we are not required to wait indefinitely.

If the customer is unavailable at pickup

• The pickup attempt will be marked as failed; and
• The customer must reschedule pickup.

If the customer is unavailable at delivery

• The driver may leave the order at the customer’s door if the driver considers it safe to do so;
• Additional redelivery fees may apply.

Only one additional re-attempt is allowed for pickup or delivery. If pickup or delivery repeatedly fails, the customer may be required to collect the order from us.

8.1 Partial Delivery

Customers may not request partial delivery of orders. However, we may partially deliver an order if some items require re-cleaning, additional processing, repair of service issues, further inspection, or delayed handling. In such cases, the remaining items will follow on completion.

8.2 Service Timelines

• Our standard service turnaround time is approximately 24 hours from pickup, subject to operational capacity.
• Our express service offers same-day return, subject to availability, service capacity, item type, inspection results, pickup and delivery scheduling, and payment confirmation.
• Pickup and delivery requests for express same-day must be placed before 11:00 AM for same-day scheduling.

Service timelines are subject to operational capacity and may be affected by events outside our reasonable control, including traffic, weather, system issues, high demand, public holidays, force majeure events, or other circumstances beyond our control.

• All prices are in United Arab Emirates Dirhams (AED).
• Prices may include VAT where applicable, or VAT may be shown separately, depending on the order channel, invoice format, and applicable law.
• Price estimates shown online, in the app, or communicated before inspection are indicative only. Final pricing is determined after item inspection at our facility.
• There is no minimum order value.

Payment may be made by

• Online payment;
• Card payment through Stripe; or
• Cash on delivery.

Payment must be made before or at the time of delivery. We reserve the right to withhold delivery until payment has been received in full.

If an order is cancelled late, or if the customer is unavailable for pickup without timely cancellation, fees may apply, including pickup attempt fees, administrative charges, or other applicable costs.

Customers are responsible for:

• Emptying all pockets before submitting items;
• Removing cash, cards, jewelry, watches, keys, documents, electronics, and valuables;
• Declaring delicate, expensive, designer, vintage, sentimental, or special-care items;
• Identifying known stains, damage, weak fabric, color bleeding, or prior repairs;
• Providing accurate contact details and delivery addresses;
• Being available for pickup and delivery;
• Reviewing order receipts and reporting issues promptly; and
• Ensuring that submitted items are suitable for cleaning.

An item will be treated as "lost" only if it cannot be located within 7 days after the customer has reported the issue and we have completed a reasonable internal search.

Where we are legally liable for loss or damage to an item, compensation will be limited to 50% of the proven value of the item, subject to the maximum caps.

Customers must provide proof of value, such as

• Original purchase receipt;
• Invoice;
• Bank or card statement;
• Online purchase confirmation;
• Product listing or comparable market evidence; or
• Other reasonable proof acceptable to us.

If no proof of value is provided, we may make a reasonable estimation of the item's value based on type, brand, condition, depreciation, and market value.

Compensation does not include sentimental value, emotional distress, loss of use, inconvenience, indirect losses, consequential losses, business losses, or loss of profit.

To the maximum extent permitted by law, we are not liable for loss, damage, deterioration, or change caused by:

• Normal wear and tear;
• Shrinkage within reasonable limits;
• Color bleeding, fading, or discoloration;
• Manufacturer defects;
• Weak, aged, or defective fabric;
• Missing, incorrect, unclear, or misleading care labels;
• Undisclosed special-care requirements;
• Pre-existing damage;
• Loose buttons, zips, beads, sequins, buckles, belts, ornaments, trims, or accessories;
• Damage caused by items left in pockets;
• Customer-requested risky cleaning methods;
• Customer instructions that conflict with care labels;
• Natural fabric behavior during cleaning;
• Stains that cannot be removed;
• Items not declared as high-value or special-care items; or
• Circumstances (Force Majeure) beyond our reasonable control.

If delivery repeatedly fails, the customer may collect the order from us within 2 months. Redelivery fees may apply from the first failed delivery attempt or notification that the order is ready for collection.

We may use third-party service providers, including payment processors such as Stripe, hosting providers, software providers, communication tools, analytics providers, and other operational service providers.

Although our delivery operations are currently in-house, we may use delivery partners or other third-party providers in the future.

We are not responsible for third-party failures, outages, processing errors, delays, or service interruptions, except where required by applicable law. Use of third-party services may be subject to separate terms and privacy policies.

You agree to indemnify and hold harmless THAWB WA TEEB LAUNDRY L.L.C, its owners, managers, employees, drivers, contractors, and service providers from and against any claims, losses, damages, liabilities, penalties, costs, and expenses arising from:

• Your misuse of our website, app, or services;
• Your breach of these Terms;
• False, inaccurate, or incomplete information provided by you;
• Your failure to declare special-care or high-value items;
• Items submitted in unsafe, contaminated, or unsuitable condition;
• Your violation of applicable law; or
• Your infringement of third-party rights.

To the maximum extent permitted by law, we are not liable for:

• Indirect damages;
• Consequential damages;
• Loss of profit;
• Loss of business;
• Loss of opportunity;
• Financial loss;
• Emotional distress;
• Loss of goodwill;
• Loss arising from delay;
• Loss arising from customer error or unavailability;
• Loss arising from third-party service failures; or
• Loss arising from events outside our reasonable control.

Our liability for lost or damaged items is limited as set out in the liability and compensation provisions of these Terms. Nothing in these Terms excludes liability where such exclusion is not permitted under applicable UAE law.

We are not liable for delay, non-performance, or failure to provide services caused by events beyond our reasonable control, including:

• Severe weather;
• Traffic disruption;
• Road closures;
• Accidents;
• Fire or flood;
• Power outage;
• Internet or telecommunications failure;
• System outages;
• Epidemics or public health restrictions;
• Government action;
• Labour shortages;
• Supply chain disruption;
• Civil unrest;
• War;
• Natural disasters; or
• Any other event beyond our reasonable control.

In such circumstances, service timelines may be extended or services may be suspended without liability.

Customers may submit complaints through contact details available on our website, mobile application, receipt, or customer support channels.

Complaints should include

• Customer name;
• Order number;
• Contact details;
• Description of the issue;
• Supporting photos or documents; and
• The requested resolution.

We will review complaints in good faith and aim to respond within a reasonable time. Our complaints process is intended to align with applicable Dubai consumer protection and fair trade requirements. Customers may also have rights to contact the relevant Dubai consumer protection authority where applicable.

We may update, amend, replace, or modify these Terms at any time. Updated Terms will be posted on our website or mobile application and will take effect from the date of posting, unless otherwise stated.

Your continued use of our services after updated Terms are posted constitutes acceptance of the revised Terms.

For questions, complaints, or support, please contact us through any of the channels below: