Terms and conditions

1. Who we are

guest-laundry.nl is a laundry service and dry cleaner with pick-up and delivery by bike in Amsterdam. The company details are shown above and at the bottom of every page. Cleaning is done by partner dry cleaners that we choose ourselves. We remain your point of contact.

2. Ordering and price

The price you see when ordering includes VAT and is fixed. An order is concluded once you have paid. You then receive a confirmation by email with a link to track your order.

3. Pick-up and return

At home you choose a one-hour pick-up slot and a one-hour return slot. In a hotel you hand in the bag at reception before 9:00; we collect it that morning and bring it back the same evening in the hotel’s fixed round. If you hand it in later, it goes free of charge with the next morning round, or you choose express. The dry cleaner works Monday to Saturday, not on public holidays. Returns are possible from 17:00 on the day your laundry is ready.

Pick-up and delivery are free from €40. Below that you pay €7.95.

With express we collect your laundry during the day and bring it back the same evening, for a surcharge shown before you pay. Express is possible for dry cleaning until 14:00 and for laundry and ironing until 16:00, while there is room.

4. Not at home

If nobody is there at the chosen time, we try to call you. If that doesn't work, we can charge €5 for the wasted trip and we'll plan a new time.

5. Changing and cancelling

Up to 2 hours before the pick-up time you can choose a different time or cancel free of charge, via the link in your email. Amounts paid are then refunded.

6. Cooling-off period

You have a 14-day cooling-off period. When ordering, you ask us to start right away. Once the service has been fully performed, your right of withdrawal lapses. If you withdraw earlier, you pay for what has already been performed.

If you want to use your cooling-off period, email us at hallo@guest-laundry.nl.

7. Payment

You pay upfront online with Apple Pay, Google Pay, card or iDEAL. Credit from your account is deducted from that amount.

Is something wrong with a payment? Please contact us first, before you reverse the payment with your bank. We usually sort it out the same day.

8. A different price after counting

If counting leads to a higher price, we don’t charge anything extra without your explicit agreement. You get a link to agree or decline. If you decline, we only clean what you originally ordered.

We count every bag on arrival. If there is more in it than you ordered, we only clean the extra items once you have paid for them through the payment link (price list). If you do not pay within the deadline in that message, or you decline, they go back in the bag uncleaned. If there is less than you paid for, we refund the difference at once and you receive a credit note. You receive an invoice for every payment.

9. Guarantee and complaints

Is something not right? Report it as soon as possible, preferably within 48 hours after your laundry is returned, via your tracking page, WhatsApp or email. We re-clean for free first. If that doesn't work, or something is damaged or lost, you receive compensation (article 10).

Damage or loss that you only discover later can be reported in writing up to three weeks after the return. Please keep the item as you received it, so we can look at it. We respond to every complaint within 14 days.

10. Compensation and liability

If an item is damaged or lost through our fault, we compensate its current value: the purchase price minus a reasonable deduction for age and use. Compensation is at most 10 times the cleaning price of the item and no more than €150 per item, unless you reported the item as valuable beforehand and we agreed (article 16).

We may ask for a receipt or bank statement and to see the item. After full compensation, the damaged item becomes ours. We are not liable for consequential loss, such as replacement clothes or a missed appointment, unless the damage results from intent or gross negligence on our part.

11. What you hand over

Check your pockets before you hand over the bag. We are not liable for money, keys, jewellery or other things left in clothing, nor for damage such things cause, such as a leaking pen. Whatever we find, we return where possible.

Items that aren’t on the price list are only cleaned on request and charged separately. If you get something back that isn’t yours, let us know and we will collect it.

12. Complaints and applicable law

If we can't sort it out together, email hallo@guest-laundry.nl. We reply within 2 hours between 9:00 and 21:00. These terms are governed by Dutch law.

13. If you are staying in a hotel

You order from and pay us, not the hotel. The hotel only receives your bag for us and hands it back; the agreement about the cleaning is between you and us. From the moment our courier collects your bag at reception until it is back at reception, it is our responsibility.

Tell us when you check out when you order. If you leave before your laundry is back, contact us before you leave and we will find a solution together. Any cost of sending it on is yours.

14. Laundry that is not collected

If your laundry is ready and you do not collect it, we will contact you. If it has still not been collected 90 days after it was returned, we may dispose of it. In that case the amount of your order is not refunded.

15. Care labels, stains and existing defects

We clean according to the care label and may rely on it. If the label is missing, unreadable or incorrect, cleaning is at your own risk. If, after careful examination, cleaning is too risky, we may return the item uncleaned; you then don’t pay for that item.

We remove stains as well as professionally possible, but not every stain comes out without damaging the item. When ordering, tell us where a stain is and what caused it.

We are not liable for normal wear or shrinkage, for defects the item already had (such as weak fabric, weaving faults, colours that are not colourfast or earlier damage) or for damage to buttons, zips, buckles and decorations, unless we should have noticed and prevented it with professional care.

16. Valuable items

Are you sending something worth much more than one would expect, such as designer clothing, silk, fur or an item worth more than €150? Please tell us before pick-up via WhatsApp or email. We will let you know whether and how we clean it. If you don’t tell us, compensation for damage or loss is based on the value of a comparable ordinary item.

17. Washing per item

We wash and dry the washable items of an order together, at the temperature you choose, and we follow the care label of each item. Don’t include items that need dry cleaning or can’t be washed or tumble dried; choose those under Dry cleaning. Choose ‘whites and colours separately’ if an item may bleed colour. We are not liable for shrinkage or discolouration of items whose care label says they must not be washed or tumble dried.

18. Counting, photos and evidence

We photograph your bag at pick-up and on arrival at the dry cleaner, and we count every bag (article 8). That count and those photos are the starting point for questions about numbers or about the condition in which we received something. If you think something is wrong, let us know within 48 hours.

If an item is missing, we first search for a week. If we don’t find it, we treat it as lost and you receive compensation under article 10.

19. Delays and force majeure

Pick-up and return times are target times and we do everything we can to meet them. If we can’t, for example because of extreme weather, illness, a breakdown or a problem at the dry cleaner, we let you know as soon as possible and find a solution together. If your laundry hasn’t been collected yet, you can cancel free of charge. We are not liable for damage caused by force majeure.