Al-Taqwa Laundry
Terms & Conditions
Last updated: 27 November 2025

PLEASE READ THESE TERMS & CONDITIONS (“Terms”) CAREFULLY BEFORE USING THE WEBSITE, MOBILE APPLICATION OR ANY PICK-UP & DELIVERY SERVICE OFFERED BY AL-TAQWA LAUNDRY SERVICES LLC (“Al-Taqwa”, “we”, “us”, “our”). BY PLACING AN ORDER YOU (“Customer”, “you”) ACCEPT AND AGREE TO BE BOUND BY THESE TERMS AND OUR PRIVACY POLICY. IF YOU DO NOT AGREE, DO NOT USE OUR SERVICE.

Definitions

  1. “Service” means wash & fold, wash & iron, dry-cleaning, steam-press, shoe/bag spa and any other garment-care service offered by Al-Taqwa.
  2. “Order” means a confirmed request for Service placed via website, mobile app, phone or WhatsApp.
  3. “Pickup/Delivery Window” means the two-hour slot selected by you at checkout.
  4. “Garment” means any clothing, textile, footwear or accessory accepted by us.
  5. “Agreement” means these Terms together with the Order confirmation.

Eligibility

You must be at least 18 years old and capable of entering a legally binding contract. Corporate accounts must provide a valid UAE trade licence.

How the Service Works

  1. You schedule a pickup (date, time, address).
  2. Our driver weighs and bags items in your presence; the weight recorded by our digital scale is final.
  3. You receive an itemised invoice by email/WhatsApp within 30 minutes.
  4. We process and deliver back to the same address (unless otherwise instructed) within the chosen turnaround (24 h standard, 6 h express, same-day premium).
  5. Delivery is contactless unless you request otherwise.

Pricing & Payment

  1. Prices are displayed in AED and include VAT unless stated.
  2. Weight-based services are charged per kg in 0.5 kg increments, rounded up.
  3. Express surcharge: 50 % on standard rates.
  4. Payment methods: credit/debit card (online), Apple Pay, Google Pay, cash on delivery (COD) up to AED 500, or wallet credit.
  5. Cards are charged at invoice issuance; COD must be paid before bags are handed over.
  6. Promotional codes must be entered before checkout; they cannot be combined, are non-transferable and expire on the date shown.
  7. First-time 25 % discount applies to first five (5) separate orders and excludes Wash & Fold service.

Turnaround & Delivery

  1. Standard 24-hour countdown starts at the earlier of actual pickup or 20:00 on pickup day.
  2. If we miss the promised window we refund 10 % of the Order value; force-majeure events (Section 16) excluded.
  3. You must be available at the agreed address. After two failed delivery attempts we:
    • store garments free for 7 days, then
    • charge AED 25 per day storage; after 30 days we donate items to charity and the Order is deemed fulfilled.
  4. Re-delivery requested outside the original window incurs AED 25 fee.

Customer Responsibilities
6.1 Declare accurate service type (dry-clean vs. wash), stains, embellishments, defects, colour-bleed risk, and special care instructions.
6.2 Empty pockets; we are not liable for forgotten items.
6.3 Separate delicate, leather, suede, down, or high-value items (retail value > AED 1 000) and mark them.
6.4 Provide safe and lawful pickup/delivery premises; our staff may refuse entry to unsafe areas.
6.5 Ensure someone of age 18+ is present for handover or grant building-security permission.

Excluded & Limited-Care Items

We decline: wedding gowns with beading, fur, vintage silk, carpets > 10 kg, ballistic vests, items infested with pests, or garments labelled “hand-wash only”. If such items are presented we will return them unwashed and a AED 25 handling fee applies.

Damage & Loss Policy

  1. Inspection: every item is photographed on arrival.
  2. Maximum liability: ten (10) times our service charge for the damaged article, capped at AED 500 per garment.
  3. Settlement methods, at our discretion: repair cost, replacement value, or store credit.
  4. Claims must be submitted within 48 hours of delivery via in-app “Report Issue” with photos; late claims are void.
  5. No liability for:
    • pre-existing wear, tears, fading, shrinkage > 3 %, colour loss on non-colour-fast items,
    • buttons, zippers, ornaments, elastic degradation,
    • loss of items not listed on the original invoice,
    • indirect or consequential loss (business interruption, emotional distress).

Force Majeure

Al-Taqwa is not liable for delay or failure caused by events beyond reasonable control: pandemics, government action, sandstorms, floods, strikes, cyber-attacks, courier disruption.

Cancellation & Refunds

  1. You may cancel free of charge up to 2 hours before the pickup window.
  2. After pickup: no cancellation; if you refuse delivery we will still charge full service cost plus storage.
  3. Refunds are processed to the original payment method within 5 business days. Wallet credit is instant and non-refundable to cash.

Loyalty & Wallet

Wallet credit is valid for 12 months, non-transferable, and cannot be redeemed for cash. Refunded credit remains subject to expiry of the original purchase date.

Promotions & Referrals

We reserve the right to withhold or withdraw discounts if abuse, fraud, duplicate accounts, or self-referral is suspected.

Intellectual Property

All content, trademarks, software and algorithms are owned by Al-Taqwa or its licensors. You may not copy, scrape or reverse-engineer any part of the platform.

User-Generated Content

By submitting reviews or photos you grant us a worldwide, royalty-free licence to use, modify, publish and display them for marketing purposes. You warrant that you own the rights and the content is lawful.

Third-Party Links

Occasional links to third-party sites are provided for convenience; we do not endorse them and are not responsible for their content or privacy practices.

Privacy

Data handling is governed by our Privacy Policy, which forms part of these Terms.

Amendments

We may update these Terms at any time. Material changes will be announced via email or push notification. Continued use of the Service after the effective date constitutes acceptance.

Governing Law & Dispute Resolution

These Terms are construed in accordance with the laws of the United Arab Emirates. Any dispute shall first be resolved amicably by our Customer Care within 30 days. Failing settlement, the dispute shall be finally settled by the Dubai Courts. Consumers may also utilise the “Sanad” consumer-mediation service offered by Dubai Economy & Tourism.

Contact

Customer Care: +971-528-027-866
WhatsApp Business: +971-528-027-866
Timings: Mon-Sun 08:00–14:00 & 17:00–23:00 (GMT+4), (UAE National Day) Hours might differ