Terms & Conditions - Laundry

Chrysalis Home Needs Private Limited having its registered office at New No.1/56, Pudupakkam (Behind Hanuman Temple), Vandalur - Kelambakkam Road, Kanchipuram District-603103, Tamil Nadu, India.

Service Eligibility and Fee
The customer will have to pay a monthly subscription fee to avail the services of Laundry pick up and drop at their doorstep. The monthly fee will vary from time to time per the company's discretion and works on different packages and slabs, with each package having its own varied offerings.
Many or most of the services are eligible only for residents and not any kind of corporates in whatever size, including but not limited to, Hotels, Restaurants, Lodges, PG's, Hostels, Clubs, Shops, etc., or anything that doesn't qualify under a proper residence.

Service Availability
a) Big Laundry reserves the right to restrict, suspend, discontinue or cancel this service at management’s exclusive discretion. Big Laundry will make every reasonable effort to provide advance notice of its action(s) to all active members. Big Laundry accepts no responsibility should any active member(s) not receive advance notice of its intention to restrict, suspend, discontinue or cancel its services.
The services will be restricted to pin-codes, city-wise, region wise, per the policy offering of Big Laundry.
b) Big Laundry shall make all reasonable attempts to offer the services as assured. However, on days of unexpected disruptions of traffic due to public rallies, bandhs and other such occasions, the services are likely to get affected/delayed/postponed.
c) The services will be restricted to pin-codes, city-wise, region wise, 6 days a week per the policy offering of Big Laundry.

Fair Usage Policy
As per our fair usage policy, customers shall adhere to use our services in a fair manner and not indulge in misusing in any other manner. Should there be any instances, Big Laundry at its sole discretion, shall accept/reject the subscription. If under any circumstances, Big Laundry finds any of its laundry or dry cleaning packages being misused, for any other purpose other than residential purpose or use, Big Laundry reserves the right to terminate the subscription with immediate effect and will not be obliged or liable to refund the money paid for the subscription.


Participation
Upon payment of the subscription fee, Big Laundry will confirm and communicate to the customer the beginning of their services for the paid subscription. The beginning date in certain cases, may be delayed up to a maximum of 20days, depending upon the logistics and other arrangements Big Laundry has at that point of time. In case of any long delays, Big Laundry will arrange to make immediate refund upon demand or request from the customer with no deductions or additions.

Delivery period
a) For any garment collected from a customer's door step or from any of our points, Big Laundry will try it's best to process them and deliver back within 72-96 business hours, failing which customers will be communicated in advance about the delay.
b) For clothes collected for drycleaning/starching/bleaching, the delivery period may vary/take longer than the assured 72 business hours.

Exclusions
The following items, but not limited to, are excluded in the agreement and will not be processed by Big Laundry against the monthly subscription:
> Any floor mats or bath mats.
> Carpets of any nature.
> Wet clothes will not be accepted at any cost.
> Any and all torn or damaged garments.
> Heavy curtains and other fabrics which are difficult to process.
> Any and all garments that do not fall under the laundry process capacity that Big Laundry units can handle.
However, if they can be at an additional cost, they will be decided on case to case basis by Big Laundry.

Pick up and Drop-off
Big Laundry will allocate a time slot for their routine pick-up and drop-off at every customers door-step, which will be communicated to the customer in advance. This time slot will have a window of 5 minutes to 10 minutes and will be adhered to : alternate day, or weekly slot, whichever is preferred by the customer.
Should the customer not be in a position to attend to this at the designated time slot, within the window provided, Big Laundry holds the rights to forfeit or cancel that particular slot.

Permission of Entry
It is the customers duty to arrange prior permission to enter apartment complex / complexes, failing which Big Laundry services shall not be available to service such locations. Our pickup and delivery personnel shall not be forced to wait for want of such permits and should such occasions arise, will be forced to leave the premises without the scheduled pickup / delivery. Our Collection/Delivery Executives will be happy to serve customer requests right at the doorstep. However, the accountability of any outcome, should they be invited to step inside, lies solely with the customer.

Authorization Clause
a) The customer takes complete responsibility and is accountable in cases where persons other than those that have subscribed to the service, receive the goods on his/her behalf. It will be the customer's responsibility to ensure the safety of his/her goods. Big Laundry will not take responsibility for any loss / damage / theft of the delivered goods in such cases.

b) You can choose to give us an alternate phone number, other than the one registered with us, to receive SMS alerts and/or any other communication from Big Laundry to you. In such cases, Big Laundry will not be responsible for any loss of information/intimation to the registered user about his/her goods. Email to us the alternate phone number along with your Subscription ID. No verbal instructions on this will be accepted.

Marking of Garments
To identify and track the garments to their owner, Big Laundry will write the customer's respective unique subscription ID on the garments with a permanent marker. The customer hereby agrees to allow Big Laundry to make said marking on their garments. Big laundry will not be liable for claims of any nature against the same.

Non Transferability of Services
The services are not transferable. Customers are prohibited from transferring their monthly subscription / service to any other person for whatsoever reason.

Membership Cancellation
Big Laundry reserves the right to cancel the services at any point of time to its customers for the following reasons but are not limited to:
1) violation of any or all of these Terms and Conditions;
2) misrepresentation of any information or any misuse of this service;
3) violation of any national law or regulation in connection with the use of this service;
4) failure to pay for any additional services enjoyed by the customer;
5) a cheque or any sort of payment to a participating store or brand is returned for insufficient funds or is invalid for any reason;
6) a debit or credit card payment to a participating store is contested for any reason and payment stopped;
7) commission of fraud or abuse involving any portion of this services;
8) if found, misusing the services or clubbing other tenant's / neighbours / clothes or any type of garments in their name; or
9) action, in any other way, to the detriment of this service program or any of its alliances; all as may be determined by Big Laundry in its sole discretion. In any of the above cases, the refund of the monthly subscription will be solely under the discretion of Big Laundry management.

Changes in Terms and Conditions
Big Laundry reserves the right to make any changes to the services (whether material or otherwise), including the ways in which the services operate and work, eligible items, the expiry of services, the limits, to modify or cancel the services, Terms and Conditions, regulations, benefits, conditions of participation and subscription, even though changes may affect the services offered at the time of subscription; all and as may be determined by Big Laundry in its sole discretion. You will be bound by any such changes.

Notice of Changes
Any such changes will be shown in these Terms and Conditions on the Big Laundry web site or mobile apps if any, and will be effective immediately unless stated otherwise. A notice that a change has been made will be placed on the web site for a reasonable period of time. Any changes to any printed version of the Terms and Conditions will be contained in the next reprinting of that printed version. Big Laundry will attempt to notify its active customers regarding major service offering changes, but will not be liable for failure to do so, and all customers will nevertheless be bound. An active customer is defined as any customer having paid for the monthly subscription and is enjoying the services for that particular month or anyone who has paid for any subsequent months.

Legal rights
Neither the service nor any offering by the service creates, constitutes or gives rise to any legal or contractual rights by members against Big Laundry.

Refund
The management of Big Laundry reserves the right to decide on any refund to its customers who have paid for the monthly subscription. The subscription once paid can be utilised only against the services and offerings as outlined by Big Laundry. However, in certain cases the refunds may be allowed and decided at the sole discretion of Big Laundry.

Communications Not Received
Big Laundry is not liable for loss of misdirected correspondence, requests, or any communication that may be incomplete, illegal, delayed, lost or stolen.

No Guarantees on Merchandise & Services
Big Laundry, its parent, subsidiaries, affiliates, franchisees, and agents make no guarantees, warranties or representations of any kind, expressed or implied, with respect to items of merchandise or with respect to its services rendered, and shall not be liable for any loss, expense (including without limitation, any legal fees), accident or inconvenience that may arise in connection with the use of such items or as a result of any defect or failure of such items, for all damages or any fault occurred at its premises or during transit.

Restricted by Law
This service or participation therein is not valid and/or rendering services by Big Laundry is void, where prohibited or restricted by law.

Service Violations
Service violations, fraud or abuse in relation to the utilization of services is subject to appropriate administrative and/or legal action by appropriate governmental authorities and by Big Laundry, including, without limitation, the forfeiture of all money paid, vouchers, or merchandise issued pursuant towards participating or subscribing for the services.

Service Interpretation
Interpretations of this Terms & Conditions shall be at the sole discretion of Big Laundry. Big Laundry reserves the right to add, modify, delete or otherwise change these Terms and Conditions or any rules related to the services at its sole discretion, with or without notice.

Packages, Delivery materials and usage
Any packages or any delivery materials which is a property of Big Laundry if handed over to the customer at any time during the tenure of services rendered, will continue to be a property of Big Laundry and will have to be returned immediately upon request in the same condition as handed over.

Usage of subscription
The customer is free to use the subscription package against any garment (excluding those falling under exclusions) upon the payment of subscription for the specified tenure alone.

Usage of subscription between cities
The usage of subscription can be used within the particular city for a specific address against each subscription. This cannot be transferred or used against any other addresses within the same city or any other city.

Usage Limit
> All Big Laundry customers are subject to a usage limit.
> The usage limit is prescribed by Big Laundry.
> The usage limit for the total number of garments (based on the plan chosen) per month, starching and dry cleaning package should be > availed within a period of 1 month*. You will receive notifications informing you of the number of garments given and an email once the limit has been reached. Once your limit has been reached, you will not be able to use any of the services of Big Laundry until renewal of subscription.
> If you are consistently exceeding your limit, you may want to consider migrating to a higher package. Note: you may only migrate your plan after the period of the current subscription has been exhausted.
> Such monitoring and any possible restriction is to avoid any misuse of the services provided by Big Laundry.

Break / Holiday in service
Any break or holiday in service will not be considered as a missed date and shall not be added/replenished back. Due to technical issues and conflict with route planning, it will not be possible to add back the missed dates.

Liability clause
Please be assured that Big Laundry will make utmost efforts to ensure that Ironing, Washing, Drying, Folding and Dry Cleaning services are maintained at the highest level of quality.
Big Laundry service is provided subject to your "customer compliance" and acceptance with the terms and conditions set forth as follows.
Schemes/Packages: The rates i.e packages/schemes are subject to change without prior notice.
Garment Care / Missing or Damaged goods: Big Laundry assumes no liability for damage due to normal wear and tear, fading or shrinkage during washing and drying. We take no guarantee of color bleed in laundry. You are advised not to give clothes that may bleed color in laundry. Big Laundry shall not be held responsible for loss or damage to any personal or non-cleanable items left in the clothes or bags such as money, jewelry or anything else.
In the unlikely event of damage or loss, Big Laundry shall do everything possible to remedy the issue but the compensation amount shall not be greater than 10 times of cost of processing that garment (depending on the package you opted for, and the number of garments offered under that package) . We ask that each customer notify within 24 hours of receipt of delivery of any lost or damaged garments from any particular lot. Claims recorded beyond 24 hours will not be eligible for any consideration. The claim must be accompanied by original receipt. Failure to do so constitutes waiver of the claim for any loss or damages from that delivery.

Limited Liability Clause:
In recognition of the relative risks and benefits of the laundry service to both the parties, the risks have been allocated such that the customer agrees to limit the liability of Big Laundry to the consumer for any and all claims in respect of lost, losses, damages of any nature whatsoever, or claims expenses from any cause(s), including litigation and advocate fees and cost, so that the total aggregate liability of Big laundry to the consumer shall not exceed Rs.750.00 irrespective of the cost of the garments.
The customer ought to notify within 24 hours of receipt of delivery of any lost or damaged garments from any particular lot is the pre-requisite condition to invoke the said limited liability clause. Claims recorded beyond 24 hours will not be accepted by Big Laundry for any consideration.

Payment clause
You hereby confirm and understand that to avail the Services, there is a subscription fee paid in advance for the services you receive from Big Laundry. Any additional special charges will be notified separately and will have to be paid immediately.
All additional charges for extra, special services are due immediately and payment will be facilitated or collected by Big Laundry immediately.
Big Laundry reserves the right to establish, remove and/or revise Charges for any or all aspects of the Services at any time at Big Laundry's sole discretion. However, the subscriptions which have already been paid will be fulfilled within the money paid. The revised new charges will become immediately applicable for all future subscriptions. Further, you acknowledge and agree that Charges applicable in certain geographical areas may increase substantially during times of high demand of the Services. Big Laundry will use reasonable efforts to inform you of Charges that may apply, provided that you will be responsible for Charges incurred under your Account regardless of your awareness of such Charges or the amounts thereof. Big Laundry may from time to time provide certain users with promotional offers and discounts that may result in different Charges for the same or similar Services, and you agree that such promotional offers and discounts, unless also made available to you, shall have no bearing on your use of the Services or the Charges applied to you. You may elect to cancel your request for Services from any time prior to such Third Party Provider's arrival, in which case you may be charged a cancellation fee.

Cancellation policy
Any acceptance of cancellation after subscription will be under the discretion of the management of Big Laundry. If you are unavailable at home during pickup and drop off at the designated time, please let us know 2 hours in advance for cancelling and rescheduling the pick up and drop off of the garments. If the management decides any garment cannot be processed, they will be returned and only those garments which can be processed will be taken into processing. No partial cancellations are allowed.

Refund policy
Refunds for services/packages shall be provided at the sole discretion of the management. If approved for a refund, the refund amount shall be processed through the same source where the payment came from, unless and until the customer proves with substantial documents and reasoning for the refund to be processed to another account. However, this again will be under the sole discretion of Big Laundry. Any refund to the customer that may be applicable will be processed within 7 business days at the sole discretion of Big Laundry, as per the terms and conditions of the bank from which the transaction originated.

Premium Time Slot subscription
While subscription, if the customer has opted for premium time slots (7am to 9am) which comes with additional charges. The company will schedule its delivery / pick-up within these time windows as preferred by the customer. Should in case, if the company is not able to schedule within the preferred time window on a particular day - that corresponding day will be added back to the subscription period.

Non Premium time slot / normal subscription
Any subscription done for the normal time which is in-between 9am until 5pm - the scheduling of delivery / pick-up time will be at the discretion of the company depending on its schedule for that particular day.

Call Closures
Depending on what preferred pick-up slot the customer chooses: Alternate day or Weekly, the company closes all the customer calls for every visit it makes to the customers place in the following cases:

a) Not Available: This happens should in case the customer is not available at the time when our pick-up / delivery boy turns up at the customers place. A message will then be sent out to the customer: 'Dear Customer, Your ID xxxx: as you were not available at your place, we are unable to do pickup/delivery. Log on to www.biglaundry.com'

b) Door Locked: This happens should in case the door is locked at the time when our pick-up / delivery boy turns up at the customers place. A message will then be sent out to the customer: 'Dear Customer, Your ID xxxx: we found your door locked and unable to do your pickup/delivery. Log on to www.biglaundry.com'

c) Delay In Delivery, Hence No Pick-up: This happens should in case if Big Laundry is not able to honor the previous day / day's delivery, and hence if the customer refuses to give any new pick up. In this case, because of the company's fault, this day is added back to the customers subscription. A message will then be sent out to the customer: 'Dear Customer, Your clothes were not picked up today due to delay in delivery. This missed day will be added back to your subscription. Log on to www.biglaundry.com'

d) Break down / not able to attend: This happens should in case if Big Laundry vehicle breaks down or not able to reach the customers place at the designated time slot or within the time slot. In this case again, because of the company's fault, this day is added back to the customers subscription. A message will then be sent out to the customer: 'Dear Customer, Due to unavoidable circumstances we have been unable to pickup/deliver your clothes on xx/xx/xx . This missed day will be added back to your subscription. Log on to www.biglaundry.com'

e) Missed Time Slot: This happens should in case if Big Laundry is not able to reach the customers place at the designated time slot or within the time slot, hence the customer refuses to give clothes. In this case again, because of the company's fault, this day is added back to the customers subscription. A message will then be sent out to the customer: 'Dear Customer, Due to unavoidable circumstances we have not been able to reach you at your designated time slot today. This missed day will be added back to your subscription. Log on to www.biglaundry.com'

f) No Pick up: This happens should in case if the customer decides for whatsoever reason not to handover clothes on any particular day. A message will then be sent out to the customer: 'Dear Customer, there has been no pick-up of clothes today, as you have not handed over any clothes. Log on to www.biglaundry.com'


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