Terms and conditions
Our Terms and conditions apply to any order we accept from you via our website, mobile app, SMS or any other platform. Please note that once you accept these terms, you agree to be bound by these terms of service. It is the current version which will apply to each order when you place it. In case of any changes, we will notify you by email.
Please read these terms of services carefully and make sure that you understand them before placing an order. If you do not agree to all of these terms and conditions, do not access or use Primavera applications or any services provided by us.
The Contract between Primavera and you is concluded for an indefinite period.
You are entitled to terminate the contract at all times by permanent deletion of the application installed on your smartphone, thus disabling the use by you of the application and the service. You can close your user account at any time by contacting Primavera’s customer support at [email protected]
Primavera is entitled to terminate the contract at all times and with immediate effect without giving notice in advance. This is done by disabling your use of the application and the service if you:
- breach any term of the User Terms
- misuse the application or the service
What services does Primavera provide?
Primavera provides pick-up and delivery services for dry cleaning and laundry. Pick-up and delivery may be requested through our website or the use of an application supplied by Primavera and downloaded and installed by you on your single mobile device (smartphone) (the “Application”). All services provided by Primavera to you by means of your use of the website or application are hereafter referred to as the “Service”.
How is a contract concluded between Primavera and you?
By using the website, application or the service, you enter into a contract with Primavera (the “Contract”). In order to be able to use the Website, Application or Service, you first need to sign up with Primavera. When signing up, you are obligated to provide Primavera with your personal information, mobile telephone number, address for pick-up and delivery, and credit card data (only requested when placing an order). Upon successful completion of your signing up, Primavera will provide you with a personal account, which may be accessible to you with a password of your choice.
You have to be 18 years of age or older to use the Service, Website, or Application. If you reside in a jurisdiction that restricts the use of the Service, Website, or Application because of age or restricts the ability to enter into contracts such as this one due to age, you must abide by such age limits and you must not use the Service and the Application.
Your use of the Website, Application, or the Service.
You affirm that the information you provide to Primavera is accurate and complete. Primavera is entitled at all times to verify the information that you have provided and to refuse the Service or use of the Application without providing reasons.
You may only access the Service using authorized means. It is your responsibility to ensure you download the correct Application for your device. Primavera is not liable if you do not have a compatible mobile device or if you download the wrong version of the Application for your mobile device. Primavera reserves the right to terminate the Service and the use of the Application should you be using the Service or Application with an incompatible or unauthorized device.
By using the Website, Application or the Service, you further agree that:
- You will only use the service or website, or download the application for your personal use and will not resell it to a third party.
- You will not authorize others to use your account. You will provide us with whatever proof of identity we may reasonably request.
- You will not assign or otherwise transfer your account to any other person or legal entity.
- You will not use an account that is subject to any rights of a person other than you without appropriate authorization.
- You will not use the Service, Website, or Application for unlawful purposes or to cause nuisance, annoyance or inconvenience.
- You will not impair the proper operation of the network.
- You will not try to harm the Service, Website, or Application in any way whatsoever.
- You will not copy, or distribute the Website, Application, or other Primavera Content without written permission from Primavera.
- You will keep your account password or any identification we provide you which allows access to the Service, Website, and the Application secure and confidential.
- You will not use the Service, Website, or Application with an incompatible or unauthorized device.
- You will comply with all applicable law from your home nation, the country, state and/or city in which you are present while using the Application, Website, or Service.
Primavera reserves the right to immediately terminate the Service and the use of the Website or Application should you not comply with any of the above rules.
It also reserves the right, at its sole discretion, to modify or replace any of the user terms, or change, suspend, or discontinue the Service or Application (including without limitation, the availability of any feature, database, or content). This will be done by posting a notice on the Website or by sending you notice through the Service, Application or via email. Primavera may also impose limits on certain features and services or restrict your access to parts or all of the Service without notice or liability.
Placing an Order
Please make sure you check the details of your order before submitting it, as we will not be responsible for any errors you make.
Submission of an order does not create a contract between us. The contract arises when we email you confirming acceptance of your order.
We will assign an order number to each order and inform you of it once we accept the order. Please quote the order number in all subsequent contact with Us.
If for any reason we are unable to fulfill your order, we will let you know by email or text message.
We reserve the right to reject any claim made more than seven (7) days after the successful delivery of the garments to the customer. Any damaged item must be reported within seven (7) days of the date of delivery of the garments to [email protected] or through in-app chat.
Changes to your Order
You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order. You can contact our Customer Service at 0564038640
Cancelling or Rescheduling your Order
You have the following limited rights to cancel an Order.
You may cancel your Order in the following circumstances:
- at any time before the collection day set out in our email acceptance of your order by contacting our Customer Service at 0564038640
- after we have collected your Item(s) if we are affected by an event outside our control
Once an Item has been collected from you, we have begun to provide the Services to you and any rights of cancellation you may have under the Consumer Contracts Regulations, or any equivalent law or regulations will be lost.
Our rights to cancel your Order
We may cancel your Order and the contract between you and us in the following circumstances:
- an event outside our control
- you fail to make Items available for collection
- we consider that a specific item does not correspond with the order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept.
If we cancel your order, we will contact you by phone or email. If we have already started working on your order, we will not charge you anything, and you will not have to make any payment.
We will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.
Any lost item must be reported within seven (7) days of the date of delivery of the garments to [email protected] or through in-app chat.
All claims are reviewed on a case-by-case basis. Items are considered lost ten (10) days after the initial claim has been made.
Item Count
Primavera’s pick up driver will count the number of bags given by the user for cleaning and ironing. The count at collection will not include a count or an inspection of the garments. Any defects, damages or stains will not be noted down on this receipt.
The user has the right to ask for a confirmation receipt for the number of items that will be taken to our laundry and dry cleaning facility. Once the garments arrive at the facility, our attendant (sorter) will carry out a separate and thorough count of the cycle. In addition, our personnel will carry out a thorough check of the garments received for defects, damages, and stains. Primavera will inform the customer of the noted damage. We reserve the right to decide to not clean an item and inform the customer via call, SMS, in-app chat, e-mail or with a card informing the customer that the garment was not cleaned.
Collection and redelivery
We will do our best to collect and re-deliver items at the times specified in the order, but we cannot guarantee to do so. We use our best endeavours to communicate any delay to you by phone or email and to deliver orders within their chosen timeslot.
If you are not available to accept redelivery of Items, we will contact you by phone or email to arrange redelivery at your convenience.
If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge of AED 20.00 will be charged for each consequent attempt of delivery. Primavera will endeavour to find a suitable redelivery time.
If you have failed to accept or arrange redelivery of an Item for more than 30 days after the redelivery date specified in the order, we may dispose of the Item or donate it to an accredited charity of Primavera's choice.
All items collections and re-deliveries must be acknowledged.
You may arrange to have items collected from, or re-delivered to, a third party, on condition that you do so at your own risk and the third party is prepared to acknowledge on your behalf.
You may, by written instructions to us, request to leave an Item in an agreed location without providing us with an acknowledgement. If that happens, it is at our discretion and entirely at your own risk. We shall not be liable to you for any damage or loss of Items re-delivered on this basis.
We shall not take responsibility for any items lost when submitted in a Primavera bag, such as watches, jewelry, cash, wallets, cufflinks, car keys, badges or any other such items regardless of their value.
Service standards
We provide our services with reasonable care and expertise in accordance with good industry standards.
We will not be liable for any delay or non-performance of our services where you have failed to provide accurate information in your order. This includes any incomplete or inaccurate address, or not accepting the redelivery of items in accordance with an order.
We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery, and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.
For any items deemed damaged because of our process, we may reimburse you by paying up to ten (10) times the charge for cleaning the item regardless of brand, price or condition of the garment. Any damaged items must be reported [email protected] and inspected by Primavera within seven (7) days through digital photos and in-person.
To request re-cleaning for your items, please email our Customer Service team at [email protected], explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.
We will not be liable for any items submitted to us that:
- have an increased risk of damage
- with no label indicating cleaning instructions
- are damaged or stained
- are bearing a hazardous thing such as pins, jewellery, coins, pens, etc.
You acknowledge that we are not aware of the value of the Items, and we strongly recommend that you arrange insurance to cover these items.
In case any damaged item claim cannot be resolved amicably according to terms and conditions, we refer the customer to file a claim with the applicable consumer rights authority. The resolution of the claim will be as per the terms of the impartial decision made by the independent authority.
The Terms and your use of all the services, including, but not limited to, the application will be governed by in accordance with the laws of the Dubai, Abu Dhabi and the UAE. Any dispute in relation to these terms and conditions shall be settled by the competent Courts of Dubai.
Some of our facilities use a permanent heat-sealed sticker ticketing system, or a temporary pin. By placing your order with us, you agree that your item(s) may be tagged in this manner. We strongly advise you not to remove these stickers, for we cannot accept liability for any damage caused by removal by you or a third party.
Please contact Our Customer Service Team on live chat for support.
We use a special cleaning programme for all curtains; however, there are some inherent risks such as:
- Shrinkage of up to 4% may occur. This is roughly equivalent to 4″ on curtains 8’6″ long
- Sunlight, age, general wear and tear and certain atmospheric conditions will have weakened the fabrics which would cause them to shred during the cleaning process.
- Some glazed fabrics can become fully or partially de-lustered.
- Cleaning will remove soiling which may reveal: sunlight, yellowing of fabric through smoke damage, colour loss caused by wear, condensation ‘tide’ marks, and hidden staining
In the event we issue compensation for damage caused to an item(s) in our care, Primavera reserves the right to retain permanent ownership of damaged item(s).
We may transfer our rights and obligations under these terms to another organisation, and we will always notify you in writing if this happens. This will not affect your rights or our obligations under these Terms. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Liability
The information, recommendations and/or services provided to you on or through our website, the Service, and the application is for general information purposes only and does not provide advice. Primavera will reasonably keep the Website and the Application and its contents correct and up to date. That does not guarantee that (the contents of) the Website and/or Application are free of errors, defects, malware, and viruses or that the Website and/or Application are accurate and up to date.
We are not liable for damages resulting from the use of (or the inability to use) electronic means of communication with the website or the application. including damages resulting from failure or delay in delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer programs used for electronic communications and transmission of viruses.
Re-cleaning policy
The re-cleaning only applies to individual items which have been cleaned by Primavera and the original dry cleaning ticket should be attached.
Please note, it is not always possible to remove stains. If we cannot remove a stain, customers might be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.
Checking Items
Please ensure to thoroughly check all the garments for hazardous items e.g. coins, pens, keys, etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.
Taking care of your garments is our number one priority. We try our best to provide exceptional service. While we are very cautious to treat all garments carefully, we cannot guarantee against colour bleeding, colour loss, or shrinkage of garments associated with a manufacturing defect. In addition, we do not take responsibility for any deteriorated or flawed garments. Damages to garments may occur due to our cleaning and ironing processes, as well as due to defects in the fabric, material, or stitching of the garments. We will, to the best of our ability, assess the damages impartially and determine the root cause of the damage.
For the Cleaning and Pressing service, Primavera follows each garment’s care label instructions. If a care label instruction tag was missing, Primavera makes a best-effort judgment on the method chosen for cleaning.
If a user requests garment treatment which is contradictory to that indicated on the care label instructions, we try, when possible, to contact the user and advise on the potential risks associated with proceeding with the treatment.
If we are unable to obtain the user’s approval to proceed, we shall refrain from cleaning the garment in question. If the user authorizes Primavera to proceed, the user will assume responsibility for any damage to their garments.
Our liability to you
In the unlikely event of loss or damage to an item, Primavera will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association. The TSA guidelines indicate that reasonable compensation be paid on the basis of an allowance for wear and tear and the age of the Item. It is considered acceptable for us to ask for receipts, bank or credit card statements, confirming the purchase price prior to agreeing on any compensation. If found liable, we will follow the TSA guidelines.
Our total liability to you in respect of each Item is limited to ten times the price we charge for the Services, but not more than AED 300.00 per item, given a proof of purchase which shows the date of purchase and the value of the item.
You must inspect the items following delivery. If you believe that items are lost or damaged, you must inform us about such loss or damage within 48 hours of receiving the Items. We reserve the right to inspect and take pictures of any alleged damage to any Items.
As a consumer, you have statutory rights if the services provided are not carried out with professional skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in our terms will affect these legal rights.
Price and payment
The use of the website and application is free of charge. Primavera reserves the right to introduce a fee for the use of the application. If we decide to introduce such a fee, we shall inform you accordingly and allow you to either continue or terminate the contract.
We shall charge you for the services you request, which may include dry cleaning, laundered shirts, wash & fold, pressing or related services. The price of the services will be set out in our price list as set out in the App or at www.primaveradrycleaners.com and will be the price used at the time you place your order.
We reserve the right to charge a specific service fee, which may be subject to change, for the delivery of our services. You will be notified of any applicable service fee and taxes prior to purchase on the checkout page on our Application.
You are responsible for the timely payment of all fees and for providing Primavera with a valid credit card account for payment of all fees at all times. Any payment made is non-refundable.
Our prices may include VAT, depending on the legislation where the order is served. However, if the rate of tax changes between the date we accept your order and the date of payment, we will have to adjust the rate of VAT that you pay.
Upon placing an order, we capture the payment but do not directly charge your card. We process payments when we have received your order at the facility and after cleaning. Payments will be processed immediately after the items have been cleaned by our laundry, and prior to delivery; any rejected credit card transactions will need to be settled before the delivery of the cleaned items.
Events Outside Our Control
We will not be responsible for any failure to perform, or delay in the performance due to an event outside our control.
An Event Outside Our Control means any act or event beyond the reasonable control of our Service Providers including (without limitation): strikeslock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.
How we may use your personal information
We will use the personal information you provide to us to:
- provide the Services
- process your payment for such services
- inform you about similar products or services that we provide, unless you indicate that you do not wish to receive such communications by clicking the ‘Unsubscribe' link at the bottom of any Primavera promotional email communication.
We will not give your personal data to any third party.
Vouchers and promotions
Vouchers are subject to expiry dates and value for particular promotions.
These terms apply to all Primavera vouchers and are subject to Primavera's full service terms and conditions and website terms and conditions.
Vouchers cannot be used in conjunction with any other Primavera voucher or any other offer.
Only one voucher or code may be used per transaction.
Vouchers are strictly non-transferable, and have no cash value. Placing a voucher for sale is strictly prohibited and renders the voucher void.
Primavera reserves the right to reject a voucher with reasonable cause.
Primavera reserves the right to withdraw this offer at any time and without warning.
To redeem a voucher, you must present the code found on the voucher at checkout.
The minimum order value for orders using a voucher code is AED 45.00, including the voucher.
Once activated, vouchers must be used within a 24 hours.
Vouchers cannot be applied to prepaid items.
Application License
Primavera grants you a limited non-exclusive, non-transferable license to download and install a copy of the Application on a single mobile device that you own or control and to run such copy of the Application solely for your own personal use.
You shall not license, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the service or application in any way. You shall not:
- modify or make derivative works based upon the service or application
- create Internet “links” to the service or “frame” or “mirror” any application on any other server or internet-based device
- design or build a competitive product or service using similar ideas, features, functions or graphics of the service or application
- send spam or unsolicited messages in violation of applicable laws
- send or store threatening, libellous, or otherwise unlawful or tortious material, including material harmful to children or violative of third party privacy rights
- send or store material containing software viruses or other harmful computer code, files, scripts, or programs
- interfere with the integrity or performance of the website, the application, services or the data contained therein
- attempt to gain unauthorized access to the website, the application, service or its related systems or networks.
We will have the right to investigate and prosecute violations of any of the above to the fullest extent of the law. We may involve and cooperate with law enforcement authorities in indicting users who violate these User Terms.
You acknowledge that Primavera has no obligation to monitor your access to or use of the website, service, or application. but has the right to do so for the purpose of operating the Website, the Application and Service, to ensure your compliance with these User Terms.
Intellectual Property Ownership
Primavera shall own all right, title and interest, including all related intellectual property rights, in and to the Website, Application and the Service. This includes any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the website, application or the service.
Primavera’s name, logo, and the product names associated with the application and service are trademarks of Primavera, its affiliated companies or third parties, and no right or license is granted to use them.
Third Party Interactions
During use of the website, the application, and the service, you may enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party service providers, advertisers or sponsors showing their goods and/or services through a link on the Website or through the Application or Service. These links take you off the website, the application, and the service and are beyond Primavera’ s control.
Please note that other websites may send their own cookies to users, collect data or solicit personal information, and you are therefore advised to check the terms of use or privacy policies on those websites prior to using them.
Final provision
The English text of these User Terms comprises the sole authentic text. In the event of any discrepancy between the English text and a translation into a foreign language, the English text shall prevail.
Other General Terms & Conditions:
- Primavera is not liable for cash or valuable items left in the pocket of your garments.
- Please remove the ornaments / buttons that may be damaged during the cleaning process.
- Under any circumstances whatsoever, the company is not liable for :
- Any Shrinkage.
- Colour loss.
- Damages to your garment if instructed by you contrary to the cleaning instructions found on your garment.
- Any damages to button or ornaments.
- Damage resulting from normal cleaning process.
- Anv wear and tear.
- Any colour bleeding due to inherent problem of the fabric.
- Any stains or marks which are not discovered by the company prior to cleaning, but already inherent on the ornaments.
- Primavera shall not be liable in respect of any loss to any items of your laundry unless immediate notice is given at the time of collection of the laundry.
- The Company will not be liable for any kind of colour change in leather & suede.
- In any event, Primavera liability in respect of any laundry proven to be lost or damaged, is limited to 10 times the price of cleaning that item of laundry. All claims must be accompanied by the original receipt or payment voucher of the laundry.
- Primavera reserves the right not to process any item found defective at their final checkpoint in the workshop.
- Primavera shall have no liability in contract or in tort for any injury, loss or expense, or direct and indirect damage, an especially disclaims all liability for damage to property and for loss in each case, however attributable to the services rendered by the company.
- We will not be responsible for the items not collected within a period of one month.
- All the customers adhere to the above conditions using our service once.
