Terms & Conditions
TERMS & CONDITIONS
OF GARMENT VALET
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY.
BECAUSE WE ARE A GARMENT CARE BUSINESS THAT RELIES UPON THE HONESTY OF OUR CUSTOMERS AS TO WHAT ARTICLES HAVE BEEN PLACED IN THE GARMENT CARE BAGS WE MUST ADHERE TO STRICT LIABILITY LIMITS.
GENERAL TERMS: Each time a customer does business with Garment Valet, they signify that they accept these Terms and Conditions.
Garment Valet strives to give clients outstanding service and convenience. We give garments the best care possible by using modern equipment and products. We exercise utmost care in processing articles entrusted to us and use only those processes which, in our opinion, are best suited to the nature and condition of each individual article. Nevertheless, we cannot assume responsibility for inherent weakness of or defects in materials or workmanship that are not readily apparent prior to processing. This applies particularly, but not exclusively, to suede, leather, silk, satin, double-faced fabrics, elastics, vinyl, polyurethane, or other delicate articles of clothing. Responsibility also is disclaimed for trimmings, buckles, beads, buttons, belts, bells, brooches, fasteners, ornaments, pins, sequins, and zippers.
In processing garments we cannot guarantee against color loss and shrinkage or against damage to weak and tender fabrics or that stains can be removed.
Garment Valet has the right to modify these terms and conditions at any time.
Garment Valet offers two garment care services: Wash-Dry-Fold (WDF) which includes washing and heat drying of all garments and is charged on a per-pound rate; Special Care (SC) which includes Dry Cleaning, hand wash, hang dry, shirt service, and tailoring charged at a per-item rate.
For questions or to report a problem, contact a Garment Valet representative by e-mail at info@garmentvalet.com or by phone at (866) 80-VALET during normal operating hours. For time sensitive or urgent matters, please use the telephone. When using email i.) there can be significant time delays between the time when messages are sent and when they are received and ii.) the order in which messages sent does not guarantee the order of their receipt. So please know that there may be technical reasons if we do not appear to be responding quickly to an email communication or request.]
BASIS AND ACCEPTANCE OF TERMS AND CONDITIONS: Despite careful procedures and attention to detail, as with all services within the garment care industry, there is always a slight possibility that a garment may be damaged or lost or that a repair will not turn out as expected. When a customer alerts us that there has been a mistake or damage, we promptly investigate the matter, attempt to determine where things went wrong, and correct the problem. Sometimes, if a problem occurs despite strictly adhering to caring for garments according to garment care labels, it is the manufacturer that is responsible. However, we feel that, whatever goes wrong while we have your garments in our possession, you should be entitled to our help in resolving difficulties and receiving appropriate compensation.
In order to create a uniform policy with our customers, we base these Terms and Conditions and limits on compensation on well-established national and international industry policies and guidelines such as those that appear in the Fair Claims Guide for Consumer Textile Products, published by ANSI, the American National Standards Institute (publication number ANSI/IFI 1-1988). That guide, developed by ANSI and IFI, the International Fabricare Institute, uses standards set by the insurance industry to determine responsibility and liability for loss or damage to garments. It is used by the Better Business Bureau, insurance companies, government agencies, and throughout the garment care and textile industries for adjustments and for resolving disputes. We ask that customers review these Terms and Conditions that describe how Garment Valet resolves problems. These Terms and Conditions are subject to change. And although we make the effort to alert customers of changes in these Terms and Conditions, it is the customer’s responsibility to check back regularly to read them prior to doing business with us.
SPECIFIC TERMS
NOTIFICATION PERIOD FOR CLAIMS: Orders are entered into our delivery system by customer service representatives, by customers through the Internet, or by delivery-service personnel when, upon arriving at locations designated by customers as service points, they are able to pick up previously unscheduled garment bags or containers. Orders are noted as delivered back when they are returned to a designated service point or given to a customer’s agent such as a concierge or housemate at or near a service point. If a pickup has been scheduled and is not at the designated service point for our driver to collect, or if the presence of a customer or customer’s agent prevents a pickup, the pickup is entered into our delivery system as a missed pickup. It is mutually agreed that we have returned the order to you when our delivery system confirms that the order was left at your residence, with you, or with an agent such as a concierge or housemate at your service point, or a time-stamped photo or location bar code scan of the delivery is made by delivery-service personnel. All claims are to be brought to our attention via writing at the address below no later than Seven (7) business days after our delivery system indicates that we have returned your order to you or notified you of the inventory of the a garment bag. There will be NO exceptions. Customers are required to promptly examine returned articles upon receipt of the articles from us. Garment Valet assumes no responsibility for items or orders that are lost, stolen, or relocated before we attempt pickup or after they are delivered back.
CHARITABLE DONATIONS: Items that have not been claimed within Fourteen (14) business days of being cleaned or otherwise processed, are stored for at least two additional weeks. After that, items may be donated to charities or shelters.
MAXIMUM LIABILITY: Garment Valet will not be responsible for any reparation beyond $100 for an entire order, even if the order costs over $100 to process (i.e., to clean). Furthermore, any single item will not be valued beyond the lesser of its fair market value or $50 for reimbursement.
PICKUP AND DELIVERY: Garment Valet does its best to pick up on-time and deliver back on time or earlier. We are not responsible for service delays or failures due to unforeseen events such as weather, traffic, road emergencies, accidents, truck breakdowns, telecommunications failures, computer malfunctions, production delays, blockage of access, or other problems not within our control. Informing you of pickup or delivery back successes or problems is a courtesy but is not guaranteed.
Garment Valet takes every means possible to offer secure service to in-home locations, to designated service points, or to designated agents such as concierges or housemates. Delivery personnel do not leave items when they are unable to access a customer’s location, leave packages with a customer, a customer’s designated agent, or at the exact delivery service point specified by the customer. Our delivery system notes orders as undeliverable when circumstances beyond our control prevent delivery to persons or locations specified by our customers. Doors found unlocked will be locked after delivery unless arrangements have been confirmed with the Customer Service Department prior to delivery.
INSPECTION, DAMAGE, AND REPAIR: All articles are inspected before, during, and after production and damages noted at each stage. Damages include, but are not limited to, problems such as missing buttons, trim, discoloration, bleach spots, rips or tears, frayed materials, and ground-in filth. We may refuse to process items that, in our opinion, are not good candidates for garment care. For customers that have not selected Garment Valet’s auto tailoring option, repair will only be made after authorization is received and confirmed by the Customer Service Department.
TRIM AND ADORNMENTS: Although we disclaim any and all responsibility for trimmings, including but not limited to buckles, beads, buttons, belts, bells, brooches, fasteners, pins, and sequins, we do take preventive steps to protect such items during the cleaning process where damage, including but not limited to breaking, coming loose, tearing, or melting may occur. Preventive steps have greatly reduced but not eliminated these problems, which are often related to manufacturer and material defects. When a problem does arise we will do our best to deal with manufacturers and retailers and try to fix, find, replace or otherwise correct an issue but do not guarantee 100% satisfaction or offer any compensation.
MISSING OR DAMAGED CONTENTS: Garment Valet takes extraordinary steps prior to laundering and dry cleaning to search all garments in hopes to find, remove, and return non-garment items such as cameras, cash, cell phones, flashlights, gum, jewelry, lipstick, make up, markers, mascara, pens, pins, watches, etc. However Garment Valet takes no responsibility, financial or otherwise, for items that you claim were submitted with an order, items not found by us prior to laundering or dry cleaning garments, items damaged or destroyed during laundering or dry cleaning, or damages to garments from such items.
DAMAGED GARMENTS: If a garment is damaged upon return we will issue a return authorization, schedule the item to be picked up for inspection at our factory, and place a notation into our production records. Investigation involves examining video and production report records and may require sending items to laboratories or specialists. Claims processing may require ten or more business days. Garment Valet will always pick up damaged garments for inspection and will not be responsible for any claim if a customer refuses to allow a garment to be picked up and returned to the factory for inspection.
Some stains do not appear until a garment is exposed to water, heat, or cleaning compounds. Included, as an example, among causes of this class of problem, are some sugar-based liquids such as contain alcohols or juices. Other causes can occur from attempts by customers to pre-treat their garments prior to sending them for cleaning. Although experts at our factory can determine if a stain was caused by a sugar-based material or due to an interaction with pre-treating compounds, laboratory testing, such as done by the International Textile Analysis Laboratory, can conclusively determine the cause of a stain. Such tests typically cost $200. If a customer disputes our factory expert’s evaluation as to the cause of a stain, Garment Valet will, with written consent from the customer and refundable payment for laboratory work, submit the garment in question to an independent laboratory for testing under the following condition: If it turns out that Garment Valet is responsible for a discoloration or damage to the material or finish, then Garment Valet will refund the laboratory charges and provide maximum reparation for the garment as indicated in “DAMAGED DRY CLEANING,” below. If Garment Valet is found not responsible for the problem, i.e., it is a sugar based stain that was invisible before exposure to water or heat or resulted from the customer pretreating the garment, the customer is responsible for laboratory and handling charges and is not entitled to reparation.
No garment will ever be sent to a laboratory without a customer's written request and signed release. Garment Valet does not use the sugar based stains as an escape clause for damaged garments since it is normally easy for an expert to identify the cause of a stain.
Garment Valet assumes no responsibility for any damage to your garments from any and all items we did not successfully remove from your garments prior to laundering or dry cleaning such as cameras, cash, cell phones, flashlights, gum, jewelry, lipstick, make up, markers, mascara, pens, pins, watches, etc. Please check all garments carefully prior to submission.
DAMAGED DRY CLEANING: In the event that a garment was damaged by Garment Valet, we first try to replace the item with an identical manufacturer’s item before proceeding to pay compensation which we limit our liability up to the lesser of the fair market value of the item damaged or ten times (10x) the retail price for cleaning the garment. For example, if an item costs $4.00 to clean, the maximum compensation for that item would be $40.00. Garments returned for inspection and credit must have the original identification tag (paper or thermal tag) in place. Removal of this tag signifies that the garment is no longer in the same condition as when it left our factory. We accept no claim that a permanent bar-code tag ruins the look or feel of a garment. Garment Valet disclaims all responsibility for claims if a customer tampers with a garment prior to returning it for inspection.
SMALL HOLES APPEARING AFTER DRY CLEANING: This problem often occurs after garments have been left undisturbed for long periods of time and are then cleaned. This phenomenon is most commonly seen in the Fall, when people decide to dry clean garments that have been stored. This issue is discussed in standard fabricare references such as Everett Childers' The Master Drycleaners Notebook. Because holes are not apparent prior to cleaning, customers often assume that the process of dry cleaning or the mishandling of garments has caused damage. Neither is true. This type of damage is caused by creatures of nature such as the larvae of clothes moths, which, in the darkness of closets and storage areas, attack and destroy garment fibers. The small holes, revealed after dry cleaning, are usually located in the arm pits, the front, and the lap areas of garments most often made from fabrics containing proteins such as cotton, felt, fur, hair fibers, linen, silk or wool. The best way to prevent this problem is to dry clean clothes before putting them away for extended periods of time and to avoid having them placed near garments that have been worn but not dry cleaned. Dry cleaning removes particulates and residue such as food, drink, sweat, and skin cells - all of which increase the likelihood that fabric will be attacked. Immersion of garments into dry cleaning chemicals, kills creatures such as moths and their larvae but do not eliminate their return. Garments may be stored in air tight enclosures containing moth balls. As moth balls evaporate within an air tight container, the vapors can reach a concentration sufficient to kill moths and their larvae. Cedar oil vapor kills only young larvae and cedar closets or blocks have a useful life of about three years. Because of environmental restrictions, moth proofing treatments are no longer used throughout the dry cleaning industry. If a garment suffers from moth damage, Garment Valet can assist the customer getting the garment repaired or rewoven. However, because moth damage is an Act of Nature and not caused by Garment Valet, no compensation for this type of damage is offered. If a factory expert concludes that a hole is moth or creature damage and a customer disputes that analysis, the customer may elect to pre pay to have the garment sent to and evaluated at an independent laboratory such as International Textile Analysis Laboratory. If laboratory tests conclude that the garment was damaged by Garment Valet, then Garment Valet will refund the laboratory charges and provide maximum reparation for the garment as indicated in “DAMAGED DRY CLEANING,” above. If Garment Valet is found not responsible for the problem, the damage was from a creature of nature, the customer is responsible for laboratory and handling charges and is not entitled to reparation.
DAMAGED WASH-DRY-FOLD: In the case that a Wash Dry Fold Garment was damaged by Garment Valet, our damage policy does not include fading or shrinking, both natural occurrences in laundering. Upon request, Garment Valet will attempt, without charge, to steam stretch a shrunken garment back to its original measurement. In the event that a garment is discolored or bleached in WDF processing, Garment Valet will first try to replace the item with an identical manufacturer's item. Compensation for discoloration, bleaching, or any other damages is limited to the lesser of the fair market value of the item or ten times (10x) the production expense of the particular garment, which, at most can be $17.50 (10x cost of one lb. of laundry).
MISSING GARMENTS
MISSING DRY CLEANING: In the event of missing garments for Special Care, Garment Valet assumes no responsibility for garments shown by our delivery system to have been delivered back. By the time garments have been dropped off to the customer, i.e., left the possession of our driver's hand, they have been inventoried four (4) times (upon mark-in (pre- production), assembly (post-production), bundling, and route manifested). Even if a content inventory slip (available on website) is included with the bag, customer must accept Garment Valet's garment count. Claims involving missing garments involve examination of our log-in, production report, delivery records, and chain of custody records. No claim for a lost item will be honored if our chain of custody records show an item to have been returned.
MISSING WASH-DRY-FOLD: Garment Valet assumes no responsibility for garments claimed to be missing from our Wash Dry Fold service. Although every Wash Dry Fold order is processed individually, it is not an inventoried service. Our tracking system of garments through the Wash Dry Fold process is among the most advanced in the industry. But, unlike our Special Care Service, Garment Valet does not identify and track each individual garment through the Wash Dry Fold process. Even if an inventory list is included it will not be noted. It is very typical that customers are unaware of the exact contents of their Wash Dry Fold orders, and only have a suspicion that the garment was included in their order. It has been the experience of Garment Valet that customers often blame the company, when in fact they find the garment in question a month or so later.
AUTO-TRANSFER PROCESS: Occasionally customers submit garments for inappropriate processing. A “Dry Clean Only” garment may be submitted in a Wash Dry Fold bag for laundry care; a “Do Not Dry Clean” item may be sent to us within a Special Care bag for Dry Cleaning. Although we do our best to identify such customer errors, Garment Valet accepts no responsibility for consequences of incorrect processing due to customers incorrectly allocating items to us. If, before laundering or dry cleaning, Garment Valet identifies an item as having been submitted for incorrect garment care, the item will be automatically transferred to receive the correct garment care if the customer has the “auto-transfer” preference option turned ‘on”. In the event of an auto-transfer, processing delays will be expected and the customer is responsible for additional charges, if any, for processing the garment correctly. If the auto-transfer option is not selected, garments will be returned unprocessed to the customer.
PRODUCTION PREFERENCES:
ALLERGIES: We take the utmost care in dealing with allergies but we can not guarantee and will accept no responsibility for an allergic reaction caused by the soaps and chemicals we use. The same “no responsibility” applies to allergic reactions caused by soaps or chemicals that you have stated you are allergic to.
MACHINE PRESS VERSUS HAND IRON: There is additional time and labor involved in hand ironing which is reflected in our listed prices. Although a preference for machine pressing may be made, it is not always possible to know if an item will be able to be machine pressed. For instance, certain smaller or fitted shirts may require hand ironing due to their size, trim, or material and if these items were to be machine pressed they would disfigure or tear. We reserve the right and you agree to allow us to hand iron any garment which, in our discretion would be damaged if machine pressed. You grant us this right even if your preferences were for machine pressing. In addition you agree that we may charge you the standard costs for hand ironing.
PLANS: Plans are available for either laundry and/or dry cleaning service. A plan expires in a designated time period from its purchase date. Plans provide convenience and economy. Plans offer processing for a maximum number of orders. For WDF (laundry), each plan order permits a maximum weight; for SC (dry cleaning), each plan order allows the use of a maximum number of SC credits; and for “Combo Plans” each plan order permits maximum processing of a set WDF weight and the consumption of a maximum amount of SC credits. Plan usage is restricted to one order per 24 hours. Charges for excess WDF usage weight and for excess SC credit usage overage are priced as follows: for WDF, at current retail rates per pound; for SC, current retail price per item. Every order in excess of one order within a 24 hour period is charged as an overage and at applicable retail rates. Overages are charged to a customer’s account. Prior to processing any order, Garment Valet cannot predetermine potential overages in usage, weight, or SC credits. Staying within plan guidelines is the customer's responsibility. Customer agrees to pay any and all overage charges associated with any and all orders.
Unless a customer selects the “Do Not Auto-Renew” option, plans are renewed automatically based on the customer’s selection of two options. Customers choose to renew (A) “Renew Early” When their maximum number of uses have been used prior to expiration date or on ‘expiration date’ if uses still remain.
(B) “On Expiration Date” Plan will “Renew on Expiration Date” regardless if uses still remain. At the moment we do not offer any rollover options.
Plans may be cancelled up to thirty (30) calendar days from their purchase date. Prorated refunds are available upon request for uses that have not yet been used if the request is made prior to thirty (30) days from the purchase date. No credit or refund is given for unused orders after thirty (30) days of purchase. Upon cancellation of unexpired plans, customers may request a prorated account credit or credit card refund. Calculations for both account credit and credit card refund adjustments will charge the orders used by the plan at current retail prices and subtract that amount from the remaining balance paid for plan service. In addition, refunds and adjustments may include transaction fees imposed by banks and credit card companies.
TAILORING AND ALTERATIONS: We make no warranties on tailoring or on alterations based on customer-supplied measurements, markings, or instructions. By supplying measurements, markings, or instructions, a customer accepts full responsibility for requested tailoring of garments and results - even if garment does not fit afterwards or cosmetic result is not, in the opinion of the customer, as desired.
PROCESSING FRAGILE ARTICLES: Sometimes customers wish to submit items that Garment Valet feels may be fragile or may respond unpredictably to dry cleaning, laundering, or other processing. Due to the special nature of such articles and Garment Valet’s reservations of how the article will respond to processes, customers will be required to sign a release form. If problems or damage occur despite Garment Valet’s best efforts, the customer agrees to not hold Garment Valet responsible for problems or damages or to seek any restitution associated with such problems.
MINIMUM ORDERS: For customers not on service plans: the minimum order for laundry service, Wash Dry Fold (WDF) is 15 LBS; the minimum order for dry cleaning service, Special Care (SC), for non-concierge buildings for most regions and zip codes is $25.00. Please refer to the Pricing Page on the Garment Valet Web Site for more information or contact customer service for details.
HONESTY: You are responsible for returning to your driver or your local Garment Valet office any incorrectly delivered garments or products. Although our automated systems have shown 99.9% accuracy, loopholes and human error (production, GV staff, concierges, customers) can occur. If you are to not return a mis-delivered items, either because you want to keep it, hold it for ransom, or because you've thrown it out then we will seek appropriate compensation and support our claim with tracking records.
DISCOUNTS, PROMOTIONS, COUPONS, and SPECIAL OFFERS: Discounts, promotions, coupons, and special offers are limited to one per address and may be restricted to single use. Copies are not valid.
GARMENT BAGS: Different colored garment bags indicate the type of garment processing you wish performed on the contents.
- Red bags are used for items needing dry cleaning or special care such as delicate handling or blocking. Garments placed into red bags are itemized and accompanying notes are examined.
- Black bags are used for items to be laundered (washed, dried, folded). Garments placed in black bags are not itemized and accompanying notes are not examined.
Both types of garment bags are serialized and issued free of charge while you use the service. It is appreciated if bags are returned if service is discontinued.
Garment bags are issued free of charge while you use the service. They are expected to be returned if service is discontinued.
LEGAL RECOURSE:
ARBITRATION: If, in the event that we cannot reach mutual agreement settling a dispute, you agree that any and all controversy or claims arising out of or relating to these Terms & Conditions of Garment Valet shall be settled by binding arbitration in accordance with the commercial arbitration rules of the American Arbitration Association. Any such controversy or claim shall be arbitrated on an individual basis, and shall not be consolidated in any arbitration with any claim or controversy of any other party. The decision of the arbitrator shall be final and not be subject to appeal. The arbitration shall be conducted in Massachusetts and judgment on the arbitration award may be entered into any court having jurisdiction thereof. Notwithstanding anything to the contrary, Garment Valet may at any time seek injunctions or other forms of equitable relief from any court of competent jurisdiction.
FALSE CLAIMS AGAINST GARMENT VALET: You agree to indemnify and hold harmless Garment Valet, its officers, directors, employees, suppliers, and affiliates, from and against any losses, damages, fines and expenses (including attorney’s fees and costs) arising out of or relating to any false claims including, but not limited to, alleging violation of state or federal law, of credit or banking rules or regulations, of falsifying billing or charges, or any matters intended to harm the reputation of Garment Valet.
SERVICE POINTS: In providing access to any service point or selecting service to any service point such as "inside apartment door," you agree to exonerate, indemnify and hold harmless Garment Valet, its officers, directors, shareholders, employees, suppliers, and affiliates, from and against all claims, losses, damages, costs, fines, lawsuits, actions, judgements, and expenses (including attorney’s fees and costs) arising out of or relating to intentional, unintentional or negligent acts or omissions, occurring inside, outside, around, or within your building, apartment or dwelling.
END OF TERMS OF SERVICE
If you have any questions or concerns regarding this agreement, please contact us at info@garmentvalet.com or by telephone during regular business hours at (866) 80-VALET.
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