User Terms and Conditions

1. DEFINITIONS

Adjustments: Any modification made to an Order by the Partner Operator in response to discrepancies or suitability issues identified with the items or Services requested.

Application: The Platform's Application available on its website or any future digital platform through which Orders are received from you.

Customer / You: The individual, entity, or organisation that engages the Platform for Services.

Delivery / Drop-Off: Refers to the Delivery of customer's Items at designated drop off point.

Items: Items refer to garments or articles of clothing or bulky Items that are being processed through our platform.

Partner Operator: The operating partners with whom the Platform has engaged to perform the Services.

Pick-Up / Collection: Pick up refers to the act of picking up Customer's Items at their designated pick up point.

Platform: Platform refers to the platform operated by Cleancrew Pte. Ltd., a company incorporated under the laws of Singapore with its registered office at 807c Chai Chee Road, #04-48, Ping Yi Greens, Singapore 463807.

Negligence: The failure of each of the Platform or the Partner Operator, its respective employees, agents, or subcontractors, to exercise the level of care, diligence, and skill that is reasonably expected in the performance of laundry Services under this Agreement.

Order: The specific request made by you in the Application to the Platform for the provision of laundry Services.

Service Fee: The fee charged by The Platform for the comprehensive provision of on-demand laundry Services.

Service: The Platform's Services are listed out here: cleancrew.app/services

2. PLACING AN ORDER / POTENTIAL DELAYS

2.1. Verify your Order: Please ensure that all details of your Order are correct before submission.

2.2. Minimum Order Charge: Orders with a value of less than SGD $40 will incur a minimum charge of $40.

2.3. Contract Commencement: The contract begins when we receive the Items at the point of Pick-Up.

2.4. Order Identifier: Each Order will be assigned a unique Order number.

2.5. Order Completion: Orders are considered complete upon the Drop-Off of Items at the designated premises.

2.6. Collection and Delivery: The Platform will use reasonable endeavors to collect and deliver items in accordance with the delivery instructions provided by the Customer.

2.7. Communication: The Platform will use its best efforts to communicate with the Customer via phone and email regarding the collection and delivery of orders, including any delays that may affect the Customer's selected time slot.

2.8. Liability: The Customer acknowledges and agrees that the Platform shall not be liable for any consequential losses arising from delays in collections or deliveries.

3. RESCHEDULING AN ORDER

3.1. Rescheduling: Customers may reschedule their Order up to 12 hours before the scheduled Pick-Up and Drop-Off appointment to an available time slot.

3.2. No-Show Fee: If a customer fails to attend the appointment and is unable to reschedule within the 12-hour window, a no-show fee will be charged to the customer's payment method.

3.3. Confirmation of Rescheduling: Rescheduling will only be deemed effective once confirmed by email.

3.4. Order Cancellation: The Platform reserves the right to cancel any Order at its sole discretion.

3.5. Commencement of Services: By accepting these terms, you acknowledge that once an item has been picked up from the designated premises, the Platform has commenced providing the Services. Consequently, any right to reschedule under the Consumer Protection (Fair Trading) (Cancellation of Contracts) Regulations 2009 or similar applicable laws will be forfeited.

3.6. Fees for Rescheduling: The Platform reserves the right to apply relevant fees for rescheduling the Pick-Up and Drop-Off return window.

3.7. Availability: Rescheduling is subject to availability.

4. OUR RIGHT TO CANCEL AN ORDER

4.1. Circumstances for Cancellation: We reserve the right to cancel the Order and terminate the contract under the following circumstances:

• Force Majeure: An event outside of our control.
• Failure to Provide Items: If you fail to make the Items available for Pick-Up.
• Item Issues: If the Items do not correspond with the Order, are damaged, lack necessary information regarding their content or cleaning instructions, or do not meet the criteria for the Services we provide.

4.2. Notification of Cancellation: If we cancel an Order, we will notify you via email or phone.

4.3. Refunds and Fees:

• Force Majeure: If the cancellation is due to an event outside our control, we will refund the Order in full and no charges will be applied.
• Failure to Provide Items: If the cancellation is due to the Items not being made available for Pick-Up, a no-show fee will be charged to your payment method.
• Item Issues: If the cancellation is due to the Items not corresponding with the Order, we reserve the right to manage the situation on a case-by-case basis, taking into account factors such as Service type, availability, and the nature of the issue. If no Service was rendered, a Service Fee will be charged.

4.4. Delivery Arrangement: The Platform will arrange the Delivery of your Items based on the appointed Delivery time-slot.

5. FAILED COLLECTIONS AND DELIVERIES

5.1. Failed Collections: In the event of a failed Collection, the Platform reserves the right to cancel the Order and impose a no-show fee of SGD 25.00.

5.2. Failed Deliveries: In the event of a failed Delivery, the Platform reserves the right to leave the Order at the designated premises. The Platform shall not be liable for any loss, theft, or damage to the Items thereafter.

5.3. Communication: The Platform will make every reasonable effort to communicate all Delivery and Collection attempts via phone and email.

5.4. Liability: You acknowledge and agree that the Platform shall not be liable for any loss, theft, or consequential damages that the Customer may incur upon completion of Services, particularly once the Items have been left at the designated premises.

5.5. Proof of Delivery: The Platform will provide proof of Delivery for all Items.

6. SERVICE STANDARD

6.1. The Platform shall perform the Services with reasonable care and skill, in accordance with prevailing industry standards. The Platform shall not be held liable for any delays, failures, or non-performance of the Services resulting from the Customer's failure to provide complete, accurate, and up-to-date information in the Order.

6.2. By using The Platform's Services, you acknowledge and accept that The Platform will not be held liable for any Items submitted for cleaning that carry an inherent risk of damage. This includes, but is not limited to:

• Items requiring special care or cleaning instructions.
• Items without care labels or with unreadable labels.
• Items that are already damaged or stained prior to submission.
• Items that may experience wear and tear as a result of the cleaning process, which shall not be considered damages.
• Personal belongings such as jewelry, cash, or watches that are misplaced or left inside Items submitted for cleaning.

6.3. Weight of load: For Services charged by weight, such as Wash and Fold, Wash and Iron, and Ironing Only (each as further detailed on the Application), the Partner Operators will measure the laundry by weight. The minimum weight for these Services is five(5) kilograms. Orders with a weight below five(5) kilograms will still be charged at the minimum pricing for five(5) kilograms. Final charges will be updated once the Partner Operators have weighed the load.

6.4. Service Limitations: The Platform may have limitations on certain types of Items or Services. Customers should review these limitations and ensure their Items are eligible for the requested Service.

6.5. Items Deemed Unsuitable: The Platform may deem that certain Items (eg. heavily soiled, contaminated, containing hazardous materials) are unsuitable for standard cleaning Services, and not accept the Item for cleaning.

6.6. Sorting and checking: Partner Operators will perform sorting and checking of Items to identify those unsuitable for processing through the appointed Service, using their best efforts. The Platform and Partner Operators are not responsible for any loss or damage to Items resulting from the cleaning process.

6.7. Colour Separation: Partner Operators will separate clothes into lights and darks. Despite taking utmost care, the Platform will not be liable for any bleeding or color transfer during the process.

6.8. Care Instructions: Partner Operators will refer to care labels for processing instructions. For Items without visible care labels, Partner Operators will use their professional judgment to determine the best processing method.

6.9. Special Instructions: The Platform provides a function for Customers to include special instructions with their Order. Partner Operators will make reasonable efforts to follow these instructions on a best effort basis, and will not be liable for any issues, damages, or incorrect handling resulting from the cleaning process.

6.10. Ironing Quality: For weight-based Services such as Ironing Only and Wash and Iron, Customers acknowledge that the laundry may not achieve a dry-cleaning standard of finishing. To achieve a dry-cleaning standard, Customers may opt for Dry-Cleaning Services, which are charged per piece.

6.11. Wash and Fold Service: For the Wash and Fold Service (as detailed in the Application), Partner Operators will wash the load at 30 degrees Celsius and tumble dry at medium heat to prevent shrinkage. Items will not be ironed. As this is processed as a full load, Partner Operators will not inspect individual care labels. It is the Customer's responsibility to ensure all Items included can be machine washed and tumble dried.

7. REVIEW AND FEEDBACK

7.1. Feedback: Customers are encouraged to provide feedback regarding the Service. All feedback and complaints will be reviewed, and appropriate actions will be taken based on The Platform's policies.

7.2. Reporting Issues: If there is any problem with the Services, please contact our customer Service by emailing The Platform's Support at hello@cleancrew.app, and provide the Order Identifier (as detailed in the Application) with as much information as possible.

7.3. Submitting Complaints and Feedback: Complaints and feedback should be submitted within 48 hours of Delivery if you believe the Platform has not met its obligations under these terms.

7.4. Leaving Reviews: You can leave a review and file a complaint under the Order Details (as detailed in the Application) section in My Account (as detailed in the Application). Based on the review, the Platform will determine if a response is needed.

8. RESPECTFUL COMMUNICATION

8.1. Commitment to Respect: We strive to provide excellent Service and support. To ensure a positive experience for all parties, we require respectful communication from our customers. Any form of verbal abuse, harassment, or threatening behavior towards our staff or representatives will not be tolerated.

8.2. Actions Against Misconduct: In the event of such behavior, The Platform reserves the right to take appropriate actions, including but not limited to:

• Terminating the customer's access to the Platform.
• Refusing to provide further Services.
• Reporting the behavior to relevant authorities if necessary.
• Requesting the removal of defamatory or inappropriate content.

By using our Services, you agree to communicate respectfully and to adhere to our standards of conduct.

9. PRICE AND PAYMENT

9.1. Service Pricing: The prices for Services are specified in the price list available at cleancrew.app/services and will be the applicable prices at the time the Order is placed. Prices are subject to change; however, any such changes will not affect Orders that have been confirmed by the Platform.

9.2. Adjustments: In the event of a price change occurring between the time of Order confirmation and the time of an Adjustment as detailed in section 17, the pricing applicable at the time of the Adjustment shall apply.

9.3. Service Fee: The Platform reserves the right to impose a Service Fee, which may be subject to change. Any applicable Service Fees and taxes will be disclosed to you prior to purchase on the checkout page of the Platform.

9.4. Payment Capture and Processing: Upon placing an Order, the Platform will capture your payment details but will not charge your payment method until the final bill is issued. Payment processing will occur only upon completion of the Services based on the final bill.

9.5. Accepted Payment Methods: Accepted methods of payment include credit and debit cards.

9.6. Payment Issues: Should the Platform be unable to process the payment upon issuance of the final bill, the Platform will contact you via email or phone to resolve the payment issue. The Platform reserves the right to withhold Delivery of the Items until payment is settled.

10. VOUCHERS AND PROMOTIONS

10.1. Expiry and Value: Vouchers are subject to specified expiry dates and values associated with particular promotions.

10.2. Applicability: These terms and conditions govern all vouchers and are in addition to The Platform's full Service terms and conditions.

10.3. Redemption Limits: Only one voucher or code may be redeemed per transaction.

10.4. Non-Transferability and Prohibition: Vouchers are non-transferable and hold no cash value. Resale of vouchers is strictly prohibited and will render the voucher void.

10.5. Right to Withdraw Offer: The Platform reserves the right to withdraw or modify this offer at any time without prior notice.

10.6. Redemption Process: To redeem a voucher, the voucher code must be presented and recorded at checkout.

10.7. Minimum Order Value: The minimum Order value for transactions using a voucher code is SGD $40.00, inclusive of the voucher value.

11. CUSTOMER SUPPORT

11.1. Service Availability: Services are available during specified hours and days, which are subject to change. The availability of Services may vary based on location and demand.

11.2. Overall Customer Support: For any Service-related queries, complaints, or issues, customers should contact The Platform Support through the Get in Touch form, or email to hello@cleancrew.app. Support hours and response times will be outlined in the Platform.

11.3. Order-Related Queries: For inquiries specific to your Order, you can communicate directly with the Partner Operator assigned to your Order, referred to as 'The Platform Operator' on the Platform. Please note that Partner Operators have their own operating hours.

11.4. Service Commitment: Partner Operators are dedicated to delivering excellent Service and will address your queries within their scope of work. If you have questions outside their responsibilities, our The Platform support team, known as 'The Platform Support,' will assist you instead.

12. PERSONAL INFORMATION

12.1. Use of Personal Information: The Platform reserves the right to use the personal information provided for purposes including, but not limited to, the provision of Services, processing payments, and conducting customer support.

12.2. Communications and Marketing: The Platform may send you communications and marketing materials. You can opt out of receiving such communications by clicking the 'Unsubscribe' link at the bottom of any promotional email from The Platform.

12.3. Privacy Policy: These User Terms and Conditions should be read in conjunction with our Privacy Policy, which is available here cleancrew.app/privacypolicy. The Privacy Policy outlines how we collect, use, and protect your personal information.

13. MARKETING

13.1. Marketing Communications: By using the Platform, you consent to receiving marketing communications from The Platform, including but not limited to notification emails, promotional emails, newsletters and special offers.

13.2. Unsubscribing: You have the right to opt out of receiving marketing communications at any time. However, unsubscribing from the marketing communications would not opt you out of notification emails which include, but are not limited to emails such as Order confirmation, Order updates and feedback.

13.3. Retention Period: Personal information used for marketing purposes will be retained for a period necessary to fulfill the intended marketing activities and in accordance with applicable data protection laws.

13.4. Customer Feedback: The Platform may occasionally request feedback or conduct surveys to improve our Services and marketing efforts. Participation is voluntary, and any information provided will be used in accordance with our Privacy Policy.

13.5. Modifications: The Platform reserves the right to modify these marketing-related terms at any time. Any changes will be communicated through the Platform or via email, and continued use of the Platform signifies acceptance of the revised terms.

14. THE PLATFORM QUALITY ASSURANCE

14.1. The Platform partners with trusted operators to ensure your Order is fulfilled to the highest standards. If you're not satisfied with the quality of Service due to any of the following reasons, we will assess your case at our discretion. If the issue is confirmed, we will re-clean your Items at no additional cost:

• Incomplete cleaning.
• Incorrect processing.
• Mix-ups.

14.2. Re-Cleaning Request: To request re-cleaning, you must contact our Customer Support team at hello@cleancrew.app within 24 hours of Delivery. Your request should include a detailed description of the issue and any relevant photos. Our team will contact you to arrange a suitable time for re-cleaning.

14.3. Applicability: Re-cleaning is applicable only to Items cleaned by The Platform. Please be aware that some stains, particularly heavy stains, may not be entirely removable. If the Partner Operator determines that the stains cannot be fully removed, you may also receive a notification via the Application or offered a Heavy Spot Removal (as detailed in the Application) Service at an additional cost. In such cases, a complimentary re-clean will not be provided.

15. DAMAGES AND LIABILITIES

15.1. Compensation: In the unlikely event of loss or damage to an item, and we have deemed it to be attributable to the Negligence of the Partner Operator or the Platform, The Platform will compensate you up to a maximum of ten times the price charged for the Service, but not exceeding SGD 80.00 per Service.

15.2. Notification Period: If you believe an item has been damaged, you must notify us within 24 hours of receiving the item(s). The Platform reserves the right to inspect and photograph any reported damages before determining compensation.

15.3. Foreseeable Damage: The Platform will not be responsible for losses or damages that are considered foreseeable. For example, small tears or pre-existing damage in Items that may have worsened due to the natural wear and tear of the cleaning process. Such foreseeable damages will not be eligible for compensation and may be considered a breach of contract.

15.4. Defining Foreseeable Damage: Foreseeable damage refers to any issue with an item that is reasonably expected to occur due to its existing condition before the cleaning process. For example, if an item has small tears, loose seams, or signs of wear and tear, these issues may worsen during cleaning. Such outcomes are considered foreseeable because the pre-existing condition made them likely.

15.5. Raising Foreseeable Damage: If you're unsure whether the condition of your item may lead to foreseeable damage, we recommend highlighting any concerns with our team before placing your Order.

The Platform will not be responsible for any damages or loss of Items in the following circumstances:

• Items that have been re-cleaned by you or a third party after Delivery.
• Items without care labels or cleaning instructions provided by the manufacturer.
• Items that were not submitted for inspection and review prior to cleaning.
• Items with pre-existing damage, wear and tear, or defects at the time of Collection.
• Items made from delicate or specialty fabrics that require specific care instructions not disclosed to The Platform at the time of Order.
• Items with loose, fragile, or non-durable components (e.g., buttons, zippers, embellishments) that may be damaged during standard cleaning processes.
• Items with pre-existing damages or defects at the time of Collection by The Platform.
• Items with incorrect labeling or care instructions provided by the manufacturer or incorrect instructions provided by you.
• Items that experience color loss, bleeding, or shrinkage as part of the Wash and Fold Service.
• Items with extraneous packaging, such as hangers or laundry bags, provided with the garments.
• Items showing normal wear and tear as a result of regular use.

15.6 Normal Wear and Tear: The Platform is not liable for normal wear and tear. This includes but is not limited to minor fading, small tears, fraying, pilling, slight shrinkage and general deterioration that occurs naturally over time with regular use, and not attributable to the Negligence of The Platform or Partner Operator. Normal wear and tear is expected and is not eligible for compensation.

15.7. Consequential Loss: You agree that the Platform will not be liable for any consequential loss, or for any sentimental and intangible value attached to the Item(s).

15.8. Ownership: In the event that we issue a compensation for damage caused to Item(s) in our care, the Platform reserves the right to retain permanent ownership of the damaged Item(s).

15.9. Ticketing Labels: Kindly note that some of our Partner Operators use a ticketing system where the labels will be tagged to the item as part of the process and we will not be liable for damages caused by placement or removal of the tags.

16. DELAYS IN PROCESSING

16.1. Notification of Delay: In the unlikely event of a delay, The Platform will notify the customer as soon as possible and provide an updated timeline for Order completion via email or phone.

16.2. Customer Remedies: If a Customer's Order is delayed beyond the agreed time frame, The Platform may, at its discretion, offer remedies such as partial refunds, discounts on future Orders, or the option to cancel the Order without penalty.

16.3. Service Time Guarantee: All Delivery times provided by The Platform are estimates and not guarantees. While we strive to meet the stated timelines, delays may occur, and The Platform is not liable for any inconvenience caused by such delays.

16.4. Right to Substitute: In the event that the assigned partner laundry facility is unable to fulfill the Order within the stipulated time frame, The Platform reserves the right to reassign the Order to an alternative facility to ensure timely completion.

16.5. Delays Due to Third Parties: The Platform utilises third parties such as drivers and Partner Operators for the provision of Services. As such, delays may occur due to third parties, such as traffic jams, vehicle breakdowns, or delays in Service fulfillment by Partner Operators, which are beyond the Platform's control. In the event of such delays, The Platform will notify the Customer as soon as possible in accordance with section 16.1 and will make best efforts to address and mitigate the issue. While The Platform will strive to manage and resolve these delays promptly, it cannot be held liable for any inconvenience or losses resulting from third-party delays.

16.6. Force Majeure: The Platform shall not be held liable for delays in Services caused by events beyond our control, including but not limited to natural disasters, acts of government, strikes, or other emergencies. In such cases, we will make reasonable efforts to notify customers and arrange for alternative solutions.

17. ADJUSTMENTS TO ORDERS (continued)

• Services Priced by Weight: Example: For Services charged by weight (e.g., Wash and Fold, Wash and Iron, or Ironing Only), Partner Operators will weigh the laundry load. If there is a discrepancy between the actual weight and the weight specified in the Order details, the Partner Operator will make the necessary adjustments. In this case, no acceptance from the Customer is required, and the final bill will be updated to reflect the correct weight.

17.2. Services with Pricing By Weight: Customer puts in an Order for a Service type that is priced per weight, such as Wash and Fold, Wash and Iron, and Ironing Only, the Partner Operators will measure the laundry load by weight. Where there are discrepancies between the actual weight of the load, and the weight indicated in the Order details, the Partner Operator will make an Adjustment. In this scenario, no acceptance by the Customer is required.

17.3. No Obligation to Suggest Alternatives: The Platform and Partner Operators are not obligated to identify or suggest alternative Services if an Item is deemed unsuitable for the selected Service type. Our primary contract and obligation are to follow the Order instructions as provided by the Customer. If no alternative is suggested and the original Service type is applied, the Platform and Partner Operators will not be liable for any resulting damages or issues.

18. ACCEPTANCE OF TERMS

By accessing or using our Services, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions, including any additional terms, policies, or guidelines referenced herein. Your continued use of the Services constitutes your acceptance of all the terms set forth in this document. If you do not agree with any part of these Terms and Conditions, you must discontinue your use of the Services immediately.

19. PILOT MODE SERVICES

The Services provided by the Platform are currently in a pilot mode, signifying that they are still under development and subject to ongoing testing and refinement. During this phase, there may be occasional inconveniences, delays, or other issues as the Platform works to enhance and perfect the quality and efficiency of its offerings. The Platform respectfully requests the Customer's patience and understanding should any disruptions occur. It is important to note that, while the Platform will endeavour to minimise disruptions and maintain a high standard of service, certain services or features may be subject to modification, temporary unavailability, or adjustment as part of the pilot process. We sincerely appreciate the Customer's cooperation and support as the Platform advances towards delivering a fully optimised and reliable service.