Last Updated: 15/05/2023

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Please read these Terms and Conditions (“Agreement”) carefully before using the services provided by The Finery (“the Company”). This Agreement sets forth the legally binding terms and conditions for your use of the online clothes cleaning and delivery services offered by The Finery.

Acceptance of Terms

By accessing or using the services provided by The Finery, you agree to be bound by the terms and conditions of this Agreement. If you do not agree to these terms and conditions, you may not access or use the services provided by The Finery.

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Description of Service

The Finery is an online clothes cleaning service that offers pickup, cleaning, packaging, and delivery of clothes and related items (“the Service”). The Service includes but is not limited to collecting the items from the customer’s specified location, providing professional cleaning services, and delivering the items back to the customer.

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Registration and Account

To access and use the Service, you may be required to create an account on The Finery’s or Washmen’s mobile application. You agree to provide accurate and complete information during the registration process and to keep your account information up to date. You are responsible for maintaining the confidentiality of your account login credentials and for all activities that occur under your account. The Finery reserves the right to suspend or terminate your account at its sole discretion.

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Service Availability

The availability of the Service may vary based on your location and The Finery’s operational capabilities. The Finery reserves the right to modify, suspend, or discontinue the Service at any time without prior notice. The Company shall not be liable to you or any third party for any modification, suspension, or discontinuation of the Service.

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Use of Service

1. Eligibility: You must be at least 18 years of age or the legal age of majority in your jurisdiction to use the Service.
2. Item Preparation: It is your responsibility to ensure that all items provided for cleaning are properly prepared, including but not limited to removing personal belongings, checking pockets, and providing accurate and detailed instructions.
3. Prohibited Items: The Finery reserves the right to refuse cleaning or handling of any items that are illegal, hazardous, or in violation of any laws or regulations.
4. Item Condition: The Finery shall diligently exercise due care in the handling and cleaning of the provided items. Nevertheless, it is expressly understood and agreed that the Company shall bear no responsibility for any detriment or loss arising from ordinary depreciation, pre-existing damage(s), or intrinsic flaws inherent to the items. In such instances, any insurance coverage for the item shall be rendered null and void.
5. Delivery: The Finery will make reasonable efforts to deliver the cleaned items within the specified timeframes. However, the Company does not guarantee specific delivery times and shall not be liable for any delays or failures in delivery caused by circumstances beyond its control.

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Fees and Payment

1. Pricing: The pricing for the Service is displayed on The Finery’s website or mobile application and is subject to change without prior notice.
2. Payment: You agree to pay the fees for the Service as displayed at the time of booking. Payment may be processed through the available payment methods on The Finery’s platform. You are responsible for providing accurate and up-to-date payment information.
3. Additional Charges: The Finery reserves the right to charge additional fees for extra services requested by you, such as express delivery or special treatment of specific items.
4. Refunds: Refunds are subject to The Finery’s refund policy, which may be found on the Company’s website or mobile application.

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Intellectual Property

The Finery retains all right, title, and interest in and to its website, mobile application, and all related intellectual property rights. You may not use, copy, modify, or distribute any copyrighted materials without the express written consent of The Finery.

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M/s. WASHMEN HOLDING LIMITED was established in Abu Dhabi Global Market, Abu Dhabi on 29th July, 2018 under Registration Number 000001483 as a Private Company with limited liability by shares pursuant to Abu Dhabi Global Market Companies Regulations 2015 and is taken to be incorporated in Abu Dubai Global Market. The registered address of the Company is DD-15-134-004-007, Level 15, Wework hub71, Al khatem Tower, Abu Dhabi Global Market Square, Al Maryah Island, Abu Dhabi, United Arab Emirates. The Company's licensed activities are Special Purpose Vehicle

Scope of Coverage

1. The Finery offers insurance protection up to 10,000 AED for items damaged during our cleaning process to an extent where the item becomes drastically different and unusable.
2. This protection is subject to these terms and conditions.

Claim Submission

1. Customers must file a claim within 10 calendar days from the item's drop-off date.
2. Claims must be submitted in writing, either via email or WhatsApp.
3. The claim must include:
   1. Customer's full name and contact details
   2. Order ID
   3. Detailed description of the alleged damage
   4. Photographs of the damage, where applicable
4. Claims filed after the 10-day period will not be considered valid.

Claim Processing Timeline

1. The Finery will acknowledge receipt of the claim within 2 business days.
2. We reserve the right to take up to 14 calendar days from when a claim is logged to issue a final response.
3. If additional time is required for investigation, the customer will be notified in writing.

Investigation and Verification Process

1. The Finery will conduct a thorough investigation of each claim, including:
   1. Review of CCTV footage, where applicable
   2. Examination of documentation and notes, where applicable
   3. Analysis of photographs taken before and after cleaning, where applicable
   4. Inspection of the item by qualified specialists
2. Customers agree to make the item available for inspection.
3. The Finery may request additional information or documentation from the customer.
4. Failure to provide requested information may result in claim denial.

Claim Assessment Criteria

1. Claims will be assessed based on:
   1. Pre-existing condition of the item
   2. Adherence to care label instructions
   3. Suitability of the item for the cleaning method used
   4. Extent and nature of the alleged damage
2. The Finery's assessment will be conducted by qualified professionals.

Exclusions

1. The insurance protection will not be valid if:
   1. The item has pre-existing damages or inconsistencies
   2. The damage is a result of normal wear and tear
   3. The item was not suitable for the cleaning method used, despite our best assessment
   4. The customer failed to disclose material information about the item's condition or care requirements

Compensation and Item Surrender

1. If a claim is upheld, The Finery will:
   1. Require the customer to surrender the damaged item to The Finery
   2. Attempt to purchase a like-for-like replacement of the item
   3. If a like-for-like replacement is not available, issue compensation up to 10,000 AED based on the current market value of the item
2. The value of compensation will be determined based on:
   1. The current market value of the item
   2. The extent of the damage
   3. The possibility of repair or restoration
3. In no case will the compensation exceed 10,000 AED.
4. The customer agrees to transfer all ownership rights of the damaged item to The Finery upon acceptance of compensation or replacement.
5. The Finery reserves the right to offer repair instead of replacement or compensation, where appropriate and agreeable to the customer.
6. Compensation or replacement will be provided within 30 days of claim approval and item surrender.
7. Once compensation is accepted or a replacement item is provided, the customer waives all further claims related to the damaged item.

Customer Responsibilities

1. Customers must provide accurate information about their items, including any pre-existing conditions or special care requirements.
2. Customers must inspect their items upon collection and report any issues immediately.
3. Failure to meet these responsibilities may affect the validity of any subsequent claim.

Dispute Resolution

1. These terms and conditions shall be governed by and construed in accordance with the laws of the United Arab Emirates.
2. Any disputes shall be subject to the exclusive jurisdiction of the courts of [Emirate of Dubai].
3. Before pursuing legal action, both parties agree to attempt resolution through mediation.

Amendments and Acceptance

1. The Finery reserves the right to amend these terms and conditions at any time.
2. Amendments will be communicated to customers and will apply to services rendered after the date of amendment.
3. By using The Finery's services, customers acknowledge that they have read, understood, and agreed to these terms and conditions.