Terms & Conditions

Dry Cleaning & Laundry Services – Cyprus

By accessing our website, placing an order, or using our pickup/delivery box service, you agree to the following Terms & Conditions

We provide dry cleaning and laundry services across Cyprus through scheduled pickup and delivery. Customers receive a reusable box to store items for collection.

Customers must be at least eighteen (18) years old or legally authorized to enter into a binding agreement. By placing an order, the customer confirms they have the legal capacity to do so.

The Company may provide services through a mobile application and website.

Customers are responsible for maintaining the confidentiality of their account information, including login credentials. The Customer accepts responsibility for all activities conducted through their account

Customers must provide accurate and complete personal, contact, and order information. The Company is not responsible for service failures resulting from incorrect or incomplete information.

The Company does not guarantee uninterrupted or error-free operation of the mobile app or website. Temporary service interruptions may occur due to:

Maintenance

Technical issues

System updates

Network failures

The Company reserves the right to correct pricing, service descriptions, or system errors appearing on the mobile app or website.

By using the Platform, Customers consent to receiving notifications, including:

Pickup confirmations

Delivery confirmations

Order updates

Payment confirmations

Service reminders

Box inactivity reminders

Notifications may be sent via:

Mobile app notifications

SMS

Email

All personal data collected through the Platform is processed in accordance with applicable data protection laws and the Company’s Privacy Policy.

• . Misuse of Platform

Customers agree not to misuse the Platform, including:

Providing false information

Attempting fraud

Interfering with system operation

Attempting unauthorized access

The Company reserves the right to suspend or terminate accounts involved in misuse.

• . Digital Evidence and Order Records

All digital records, including app orders, timestamps, notifications, GPS tracking, and system logs, shall be considered valid and binding evidence in the event of disputes.

Clothing Box (Standard Box) — For everyday garments: shirts, blouses, trousers, skirts, suits, dresses, knitwear, jackets, and similar apparel.

Large-Item Box (Linen Box) — For bulky household textiles: quilts, duvets, blankets, mattress protectors, sheets, duvet covers, curtains, and similar large items.

• . Mandatory Use (Non-Negotiable)

Customers must use the correct box for the item type at all times. It is non-negotiable that garments go in the Clothing Box and bulky linens go in the Large-Item Box.

By using our service you acknowledge and agree that failure to separate items correctly may result in extra charges, missed pickups, processing delays, or refusal of service for those items.

• . Why This Is Required

Separation ensures correct cleaning processes, protects delicate fabrics, prevents cross-contamination, and reduces damage risk. It also allows accurate pricing and operational efficiency for pickup, transport, and processing.

Prepare: Check pockets and remove all personal items (keys, coins, tissues, documents, batteries). We are not responsible for items left in pockets.

Sort: Place clothing items (tops, trousers, dresses, suits, knitwear) only in the Clothing Box. Place quilts, duvet covers, blankets, sheets, and other bulky linens only in the Large-Item Box.

Pack: Do not overfill. Fold large items where possible. Ensure the box lid can close without forcing. Overfilled boxes may lead to a missed pickup or extra-charge for special handling.

Label: Keep the box ID visible (we will attach a sticker/code). If your box becomes displaced, provide the box ID when contacting us.

Placement for Pickup: Leave the box at the agreed collection point on the scheduled pickup date. Ensure it is accessible and secure.

Clothing Box capacity: up to 10–12 kg (typical mixed garments) — do not overload.

Large-Item Box capacity: up to 15–20 kg depending on item type (duvets and heavy blankets may require special collection).

If an item exceeds safe lifting or size limits, our team will arrange a bespoke pickup; extra handling charges may apply.

F. Prohibited Items & Hygiene Rules

Do not place hazardous materials (flammable liquids, fuel, chemical containers), sharp objects, weapons, or biohazardous waste in any box. Such items will be refused and may incur penalties.

Heavily soiled, contaminated, or mold-infested items may be refused for safety and hygiene reasons; additional cleaning or disposal fees may apply.

For items containing animal fur or heavy odors, please declare at booking.

All items are inspected upon pickup and during processing. If items have been placed in the incorrect box, we reserve the right to:

Reclassify the item to the correct service category

Charge the applicable price difference or special handling fee

Delay processing until the customer authorizes the reclassification or pays the difference

The Company’s inspection and item classification are final and binding for pricing and service purposes.

The Company reserves the right to open, inspect, and verify the contents of any service box at any time for safety, security, operational, and quality control purposes. This includes verifying item classification, identifying hazardous or prohibited materials.

The Company reserves the right to refuse, isolate, delay, or cancel service for any items suspected of pest infestation, including but not limited to bed bugs, insects, larvae, or contamination. The Company shall not be liable for damage, disposal, or refusal of service for such items where necessary to protect staff, equipment, or other customers’ property.

If a customer fails to follow box usage rules:

First occurrence: Customer will be notified and charged a nominal handling fee (e.g., missed pickup or reclassification fee).

Repeated non-compliance (multiple incidents) may result in:

Suspension of service

Retention of deposit (if loss or damage to box occurs)

Requirement for bespoke collection (with additional charges)

Termination of account in severe cases of misuse or abuse

First-time customers are required to pay a refundable service box deposit of 40 euro.

Each box has a unique code.

The box always remains the property of the company at all times.

The deposit will be fully refunded when the customer stops using the service and returns the box in acceptable condition.

If the box is:

Lost

Not returned

Damaged beyond normal wear and tear

The company reserves the right to retain part or all of the deposit to cover repair or replacement costs.

Normal wear and tear is accepted.

Place boxes on stable ground away from rain or direct sunlight where possible.

We may take photos of boxes and contents (for quality control and dispute resolution). These records may be used to validate claims or reclassification.

• . Notifications & Communication

We send phone/SMS notifications for:

Pickup completed

Delivery completed

Box inactivity reminder

Customers consent to receiving these notifications.

Notifications are approximate and may not always reflect exact times.

Customers must ensure contact details are accurate.

We are not responsible for missed notifications due to incorrect contact info or technical issues.

. Notifications & Communication

We send phone/SMS notifications for:

Pickup completed

Delivery completed

Box inactivity reminder (after 14 days)

Customers consent to receiving these notifications.

Notifications are approximate and may not always reflect exact times

• . Pickup & Delivery Timing

Pickup and delivery times are approximate.

Delays may occur due to traffic, weather, or operational reasons.

Such delays do not entitle customers to refunds or compensation.

Customers must ensure the box is:

Placed at the agreed pickup location

Available on the scheduled pickup date and approximate time

If the box is not available, inaccessible, or not placed on the scheduled pickup date:

A missed pickup fee may be charged

A new pickup date will need to be scheduled

Repeated missed pickups may result in service suspension.

The Customer is solely responsible for providing complete, accurate, and precise delivery and pickup address information, including but not limited to:

Correct house number

Unit number

Apartment number

Building name

Floor number

Entrance details

Any distinguishing delivery instructions

Failure to provide accurate and complete information may result in delivery delays or delivery to an incorrect location.

• Delivery Based on Provided Instructions

The Company shall perform pickup and delivery services based on the address and instructions provided by the Customer through the website, mobile application, or other communication channels. The Company shall not be held liable for delivery errors resulting from incomplete, unclear, incorrect, or misleading address information provided by the Customer.

The Customer acknowledges that properties with similar or neighboring addresses (for example, but not limited to, 25A and 25B, or adjacent units) may present identification challenges. The Customer agrees to provide clear instructions to distinguish the correct delivery location where such similarities exist.

Delivery shall be considered completed when the Company delivers the service box to the address and designated location provided by the Customer, even if the Customer is not physically present at the time of delivery.

• . Good Faith Delivery Protection

The Company shall not be liable for delivery errors made in good faith where the driver reasonably relied on the address information, visible numbering, or instructions provided.

In the event of a delivery error, the Company will make reasonable efforts to recover and deliver the items to the correct Customer.

• . Customer Cooperation in Recovery

In the event of incorrect delivery due to address confusion, the Customer agrees to cooperate fully with the Company to facilitate recovery of the items

The Company shall not be liable for loss, damage, or delay resulting from delivery to an incorrect location where:

The address provided was incorrect, incomplete, or unclear; or

The property identification was ambiguous or misleading; or

The Customer failed to provide sufficient distinguishing instructions.

The Company may use photographs, GPS records, timestamps, dash camera recordings, and system logs as proof of delivery. Such records shall be considered valid evidence of service completion.

• . Incorrect Contact Details

We are not responsible for delays or failed deliveries caused by incorrect addresses, phone numbers, or instructions provided by the customer

If goods are delivered to the address provided and received by any person at that location, delivery shall be considered completed.

The Company shall not be liable for loss, damage, or misplacement of goods resulting from incorrect or incomplete delivery information provided by the Customer, or where delivery has been made in good faith to the specified address.

In the event of delivery to an incorrect location due to Company error, the Company will make reasonable efforts to recover or replace the goods, but shall not be liable for indirect or consequential losses.

• . Misdelivery and Third-Party Handling Clause

If goods are mistakenly delivered to a third party, the Company will make reasonable efforts to recover the goods. However, the Company shall not be responsible for the actions, omissions, or failure of third parties to return or safeguard the goods.

The Customer agrees to cooperate in resolving delivery issues where applicable.

9. Third-Party Interference & Box Security

We are not responsible for:

Theft

Vandalism

Damage

Loss of contents caused by third parties while the box is placed outside the premises.

This includes situations where the box is stolen, opened, or damaged.

We commit to providing reasonable security measures, but final responsibility for box placement lies with the customer.

Risk in the goods passes to the Customer upon delivery to the delivery address provided by the Customer or upon collection by the Customer or their representative

The Company shall make reasonable efforts to safeguard goods in transit; however, it shall not be responsible for events beyond its reasonable control.

Users may not:

• Misuse the website or application

• Attempt unauthorised access

• Copy or reproduce website materials

• Use the platform for unlawful purposes

The Company prioritizes the safety of its employees and shall implement reasonable safety measures during transportation and delivery activities. However, the Company shall not be liable for injuries, losses, or damages caused by criminal acts or unlawful conduct of third parties beyond the Company’s reasonable control.

Employees are required to follow all safety procedures and immediately report incidents occurring during delivery operations.

• Loss, Damage, or Misuse of the Box

The box remains our property at all times.

If the box is:

Lost

Damaged

Torn

Exposed to conditions that make it unusable due to customer misuse or negligence, the customer agrees to pay a replacement or repair fee.

The applicable fee will be communicated separately and may be updated from time to time.

The Customer is responsible for placing service boxes in a secure, accessible, and safe location for pickup and delivery. The Company shall not be liable for loss, theft, damage, or tampering occurring due to unsafe, unsecured, or inappropriate placement of the service box by the Customer.

5.Digital Acceptance and Binding Agreement

By accessing the Company’s website, mobile application, or placing an order through any digital platform, the Customer confirms acceptance of these Terms and Conditions. Such acceptance constitutes a legally binding agreement between the Customer and the Company

The Company reserves the right to define, modify, expand, or restrict its service areas at its sole discretion. Service availability may vary based on location, operational capacity, or logistical considerations.

• Customers are responsible for ensuring all items intended for service are placed inside the box.

Orders are processed based on items physically received, not items listed online.

If fewer items are received than ordered:

No cash refund will be issued

A voucher of equivalent value will be provided

Refunds are issued only in cases of proven damage caused directly by our cleaning process.

The Customer is responsible for accurately selecting and declaring each item when placing an order through the website, application.

All items received by the Company are subject to inspection upon pickup and during processing. If an item is found to differ from the description or category selected by the Customer, the Company reserves the right to reclassify the item to the correct service category.

If an item is misdeclared, incorrectly categorized, or differs from the selected service, the Company reserves the right to adjust the service price to reflect the correct item classification and applicable service cost. The Customer authorizes the Company to apply such price adjustments.

Where possible, the Company will notify the Customer of any price difference before processing the item. However, the Company reserves the right to proceed with cleaning and apply the correct charge if the difference is reasonable and reflects the actual service required.

The Customer agrees to pay any applicable price difference resulting from incorrect item selection. This amount may be charged to the Customer’s selected payment method or included in the final invoice.

The Company reserves the right to refuse service for any item that was intentionally misdeclared, improperly declared, or not suitable for the selected service.

• Intentional misrepresentation of items to obtain lower pricing may result in:

• Price correction

• Service refusal

• Account suspension or termination

• Refusal of future service

Customers acknowledge that garments may have:

Fabric weaknesses

Color bleeding risks

Manufacturer defects

We are not responsible for damage caused by:

Normal wear and tear

Improper care labels

Fabric deterioration

Customers accept the inherent risks involved in professional cleaning.

• . Customer Obligation to Declare Delicate Items

When placing an order through the website or mobile application, the Customer must accurately declare any delicate, fragile, luxury, or special-care items, including but not limited to:

Silk garments

Evening gowns

Designer garments

Embellished or beaded items

Wedding dresses

Handcrafted or custom-made garments

Items with sequins, decorations, or special finishes

The Customer must use the “Remark,” “Special Instructions,” or equivalent field provided when adding the item to the cart to inform the Company of any known delicacy or special care requirements

The Company relies on the information provided by the Customer to determine appropriate cleaning methods. Failure to declare delicate or special-care items may result in the item being cleaned according to standard procedures appropriate for the selected category.

The Company shall not be held liable for damage resulting from the Customer’s failure to properly declare the delicate nature, special care requirements, or unusual characteristics of any garment.

This includes, but is not limited to:

Fabric sensitivity

Dye instability

Decorative element damage

Manufacturer defects

Pre-existing weaknesses

Upon inspection, if the Company identifies an item as delicate or requiring special handling, the Company reserves the right to:

Apply special handling procedures

Adjust the service price accordingly

Delay processing until confirmation from the Customer

Refuse service if the risk of damage is excessive

Certain delicate garments carry inherent risks during cleaning due to their material, age, construction, or condition. By submitting such items for service, the Customer acknowledges and accepts these inherent risks.

Special handling fees may apply to delicate or luxury garments requiring additional care, manual cleaning, or specialized treatment.

Customers are strongly advised to use the remark field to disclose:

For instance:

“Delicate silk”

“Very expensive garment”

“Sentimental item”

“Do not machine clean”

“Missing/ Loose Button”

Any specific concerns

This allows the Company to provide the safest possible cleaning method.

Also add this short instruction next to the "Add to Cart" button on your website/app:

If this item is delicate (silk, designer, evening gown, embellished, or high-value), please add a remark in the field below so we can apply special care.

Customers must empty all pockets before placing items in the box.

We are not responsible for loss or damage to items left inside pockets.

If found, we will attempt to return such items.

If not found, no liability is accepted.

If a garment is damaged due to our cleaning process, please provide us with evidence. We will then provide compensation up to a maximum of 10 times the price paid for cleaning of that item depending on the value of the item.

We do not cover the full retail or replacement value of the garment.

Damage claims must be reported within 24 hours of delivery.

Items must not be worn, altered, or rewashed before inspection.

Compensation is limited as per the Damage Compensation clause above.

A to Z will provide services with professional care; however, we cannot guarantee that every garment will achieve a particular result due to differences in materials, age, condition, and manufacturer limitations.

All prices are displayed on the website and may be updated without prior notice.

Payment is required before service processing, unless otherwise agreed.

Promotional pricing, discounts, or vouchers cannot be exchanged for cash.

The Company reserves the right to modify pricing, service offerings, fees, and operational policies at any time. Updated pricing and policies shall apply to all future orders.

All online payments are processed through secure, encrypted payment gateways.

We do not store or have access to full credit or debit card details.

Customers acknowledge that online payments carry inherent risks.

We are not liable for:

Bank delays

Payment gateway errors

Unauthorized access caused by factors beyond our control

Customer personal data is collected only for:

Order processing

Delivery coordination

Customer communication

Data is handled in accordance with GDPR.

We do not sell or share personal data with third parties except where required to complete the service.

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Customers agree not to initiate unjustified chargebacks or payment disputes after services have been performed. In cases of fraudulent, abusive, or unjustified chargebacks, the Company reserves the right to recover all associated costs, including administrative fees, legal fees, and collection expenses.

All Company content, including but not limited to trademarks, logos, branding, website content, application software, text, graphics, and service materials, shall remain the exclusive property of the Company. Unauthorized copying, reproduction, distribution, or use is strictly prohibited.

9.Protection Against Abuse, Fraud, and Malicious Conduct

The Company reserves the right to refuse service, suspend accounts, or terminate services where the Customer is suspected of abuse, fraud, malicious intent, harassment, interference with business operations, or violation of these Terms and Conditions.

We reserve the right to refuse service for:

Items posing health or safety risks

Intellectual property clause (see above)

Heavily contaminated items

Items unsuitable for cleaning

Payment will be refunded or credited as a voucher in such cases.

Our liability is limited to the value of the cleaning service provided.

We are not responsible for indirect, incidental, or consequential losses.

Nothing in these terms limits rights that cannot be excluded under Cyprus law.

If cleaned items are not collected or delivered successfully within 60 days, storage fees may apply or items may be disposed of according to Cyprus law.

The Company maintains appropriate commercial insurance coverage to protect against operational risks, including damage caused by proven negligence of the Company during handling, cleaning, or transport of Customer items.

Insurance coverage applies only in cases where damage or loss is directly caused by the proven negligence of the Company. Coverage does not apply to:

Pre-existing damage

Normal wear and tear

Fabric deterioration due to age

Manufacturer defects

Incorrect or missing care labels

Items improperly declared by the Customer

The Company reserves the right to refer claims to its insurance provider for investigation and resolution.

Customers agree to cooperate fully in any insurance investigation, including providing information, photographs, and item details if requested.

The Company shall not be liable for service delays, interruptions, errors, or failures caused by system outages, software errors, server downtime, cyber incidents, communication failures, or other technical issues beyond the Company’s reasonable control.

The Company reserves the right to refuse or terminate service where a Customer engages in abusive, threatening, unsafe, or inappropriate behavior toward Company employees, contractors, or representatives.

The Company reserves the right to monitor accounts and suspend, restrict, or terminate accounts suspected of fraudulent activity, misuse, or violation of these Terms and Conditions.

Company vehicles, service operations, and equipment may use GPS tracking, surveillance systems, and related monitoring technologies for security, operational efficiency, and dispute resolution. Such records may be used as evidence in resolving disputes, claims, or investigations.

The Company uses dashboard cameras (“dash cameras”) in its vehicles for security, safety, operational monitoring, and legal protection purposes. These cameras may record video footage of public areas surrounding the vehicle during pickup, delivery, and transport operations.

• . Purpose of Recording

Dash camera recordings are used strictly for legitimate business purposes, including but not limited to:

Protection of Company employees, vehicles, and property

Protection of Customer property during pickup and delivery

Investigation of incidents, disputes, theft, damage, or accidents

Evidence in legal claims, insurance claims, or law enforcement investigations

Prevention of fraud, false claims, or abusive behavior

Customers acknowledge that pickups and deliveries occur in public or accessible areas where there is no reasonable expectation of complete privacy. Dash cameras may capture video footage of the pickup or delivery process as part of standard operational security.

Audio recording may be disabled or enabled depending on applicable legal requirements. Where audio recording is used, it shall comply with applicable privacy and data protection laws.

All recordings are processed and stored in accordance with applicable data protection laws, including the requirements of the European Union General Data Protection Regulation (GDPR). Recordings are securely stored and access is restricted to authorized personnel only.

Dash camera footage is retained only for as long as reasonably necessary for security and legal purposes. Footage may be automatically deleted after a defined retention period unless required for investigation, legal proceedings, or insurance claims

The Company reserves the right to use and disclose dash camera footage when necessary, including:

To insurance providers

To legal representatives

To law enforcement authorities

To courts or regulatory authorities

To investigate complaints, claims, or disputes

By using the Company’s services, Customers acknowledge and consent that dash camera recording may occur during pickup, delivery, or transport of their items.

Dash camera footage may be used as evidence to protect the Company against false damage claims, fraudulent complaints, theft allegations, or abusive conduct toward Company staff.

• . Evidence Validity

Dash camera recordings shall be considered valid evidence in resolving disputes, claims, complaints, or legal proceedings involving the Company’s services.

The Company shall not be liable for delays, interruptions, or failure to perform services resulting from vehicle breakdown, mechanical failure, accidents, road conditions, traffic congestion, or other transportation-related events beyond the Company’s reasonable control.

We are not liable for service delays caused by events beyond our control, including but not limited to:

Weather conditions

Strikes

Power outages

Accidents

Customers may reschedule pickups or deliveries up to 24 hours in advance.

Rescheduling after this period may incur a fee.

In case of a payment dispute or chargeback, customers agree to provide evidence of box contents and service received.

We do not accept items containing flammable, hazardous, or biohazard materials.

Customers may be held responsible for any damage caused by such items.

Customers agree to indemnify and hold harmless the company for claims, damages, or losses arising from the customer’s use of the service, including prohibited items, misuse of the box, or violation of these terms.

Customers are welcome to leave honest feedback.

We are not responsible for reviews on third-party platforms.

False, misleading, defamatory, or abusive content may be subject to legal action.

We reserve the right to respond to reviews for clarification or dispute resolution.

Lea Website: Defamation, Harassment & Misuse

Customers or third parties must not post false, misleading, or defamatory statements about our company, staff, or services.

Malicious attempts to harm our reputation may result in legal action.

Threats, harassment, or abusive behavior will be reported to the authorities.

Customers agree to contact us directly to resolve complaints before posting public comments or reviews.

We are not responsible for false claims, rumors, or attacks made by competitors or third parties intending to harm our business.

Any malicious attempts to defame or damage our reputation will be dealt with legally.

We are not responsible for content, comments, or reviews posted by users on third-party websites or social media.

We reserve the right to take legal action against false, defamatory, or malicious statements.

Customers interacting with our social media must be respectful, truthful, and lawful.

False, misleading, defamatory, or harassing content may result in removal of comments or blocking and possible legal action.

By using our services, customers agree we may take photos or videos of garments before and after cleaning for promotional purposes.

These may be used on our website, social media, or marketing materials.

No personal identifying details will be used without consent.

Customers who do not wish their items to be used must inform us before placing items in the box.

Our company operates in accordance with Cyprus competition law and EU regulations.

Being the only provider of home delivery services or offering competitive pricing is legal and does not constitute a monopoly.

We compete fairly and transparently, without forcing customers, suppliers, or other businesses into restrictive agreements.

A to Z reserves the right to update these Terms & Conditions when necessary.

The latest version will always be published on our website.

These Terms & Conditions are governed by the laws of the Republic of Cyprus.

Any disputes shall first be attempted to resolve through mediation before legal action.

We reserve the right to modify these Terms & Conditions at any time.

Updated versions will be published on our website.