Please read these Terms carefully before using the Platform or placing an order. By accessing the Platform, submitting a pickup request, confirming an order, handing over an Article, making payment, accepting delivery or otherwise using the Services, you acknowledge that you have read, understood and agreed to be bound by these Terms and the Privacy Policy.
Where you do not agree with these Terms, you must not use the Platform or avail the Services.
The Platform and the Freshloom brand are presently owned and operated by:
Freshloom, a proprietary concern represented by its Proprietor, Mrs. Juhi Karamchandani, having its principal place of business at:
Shop No. 14, Usha Kunj, Opposite Takshila, Mahakali Caves Road, Andheri East, Mumbai, Maharashtra – 400093
Email: support@freshloom.co.in
Telephone / WhatsApp: 9297 9297 61
GSTIN: To be updated
PAN: To be updated
Grievance Officer: To be updated
Grievance Email: To be updated
Grievance Telephone: To be updated
Freshloom may update its address, registration particulars, contact information or business constitution by publishing revised details on the Platform.
Unless the context otherwise requires:
"Article" means any garment, apparel, textile, shoe, footwear, bag, accessory, curtain, carpet, rug, blanket, quilt, comforter, bed linen, cushion cover, sofa cover, furnishing or other movable item submitted to Freshloom for Services.
"Customer", "you" or "your" means the person who accesses the Platform, places an Order, submits an Article, makes payment or otherwise avails the Services, and includes any person acting through or on behalf of such person.
"Order" means a request for one or more Services placed through the Platform, telephone, WhatsApp, in person or any other approved channel.
"Order Receipt" means the invoice, pickup receipt, digital order confirmation, WhatsApp confirmation, delivery challan, order summary or other record issued by Freshloom recording the Articles and Services.
"Processing Partner" means any independent laundry, dry-cleaning, shoe-care, bag-care, carpet-care, restoration, alteration, repair, logistics or specialist service provider engaged by Freshloom to perform any part of the Services.
"Services" means the services offered by Freshloom from time to time, including laundry, dry-cleaning, premium laundry, stain treatment, steam pressing, ironing, garment care, saree care, wedding-wear care, suit and blazer care, home-furnishing care, carpet and rug cleaning, shoe care, bag care, repair, restoration, pickup, delivery and related services.
"Special Article" means any Article that is delicate, antique, vintage, handmade, designer, couture, bridal, embellished, embroidered, sequinned, beaded, leather, suede, fur, silk, cashmere, pashmina, velvet, hand-painted, colour-sensitive, structurally weak, materially aged, unusually valuable or otherwise requires specialised handling.
3.1 You must be at least eighteen years of age and legally competent to enter into a binding contract under Indian law to place an Order.
3.2 Where an Order is placed on behalf of another person, household, business, hotel, institution or organisation, you represent that you have the authority to place the Order and bind such person or entity to these Terms.
3.3 Freshloom may decline, suspend or cancel an Order where it reasonably believes that:
4.1 Freshloom operates as a premium garment and lifestyle-care brand responsible for customer booking, pickup, coordination, quality control, finishing, packaging, customer support, invoicing and delivery.
4.2 Freshloom may perform the Services itself or may engage independent Processing Partners, logistics providers, technicians, cleaners, repair professionals, technology vendors or other service providers to perform any part of the Services.
4.3 By placing an Order, you authorise Freshloom to:
4.4 The engagement of a Processing Partner shall not, by itself, create a contractual relationship between the Customer and such Processing Partner.
4.5 Freshloom may add, remove, suspend or modify any Service depending on location, capacity, technical feasibility, seasonality, availability or operational requirements.
5.1 A pickup request or online submission constitutes a request for Services and not an unconditional acceptance by Freshloom.
5.2 An Order shall be regarded as accepted only after Freshloom:
5.3 Freshloom may revise the description, category, price, treatment method or expected delivery date after physical inspection of the Article.
5.4 Where the Article requires specialist treatment, additional work or a materially higher charge, Freshloom shall use reasonable efforts to obtain your approval before proceeding.
5.5 Where Freshloom is unable to contact you within a reasonable period and immediate action is required to prevent deterioration, contamination or damage, Freshloom may take reasonable protective measures or return the Article without processing.
5.6 The Order Receipt should be reviewed by the Customer immediately. Any discrepancy in the number or description of Articles must be notified before or within six hours of receipt of the Order Receipt.
You agree to:
Freshloom shall not be responsible for items left inside pockets, linings, bags, shoes, compartments or packaging unless such items were separately declared, identified and acknowledged in writing.
7.1 Freshloom may inspect and photograph Articles before, during and after processing for the purposes of:
7.2 Freshloom may affix barcodes, tags, labels, temporary markings or other identification devices to the Article or its packaging.
7.3 Where an Article is collected in a folded, packed or bundled condition, a detailed inspection may occur only after it reaches the processing facility.
7.4 The absence of a defect or stain from the initial Order Receipt shall not conclusively establish that such defect or stain was not present at the time of pickup, particularly where it was latent, concealed, microscopic or not reasonably detectable.
8.1 Freshloom shall ordinarily consider the manufacturer's care label, fabric composition, apparent condition and industry practices.
8.2 You acknowledge that care labels may be incomplete, inaccurate, detached, illegible or unsuitable for the Article.
8.3 Where no reliable care label exists, or where the label conflicts with the Article's apparent construction or condition, Freshloom may use reasonable professional judgment in selecting a treatment method.
8.4 Freshloom may refuse or conditionally accept an Article where the recommended treatment is likely to produce damage, colour loss, shrinkage, distortion or deterioration.
9.1 Freshloom shall use reasonable skill and care to treat stains but does not guarantee complete stain removal.
9.2 Stain removal may be affected by:
9.3 Aggressive stain treatment may risk colour loss, texture change or fabric damage. Freshloom may stop treatment where it reasonably considers continued treatment unsafe.
9.4 A stain that remains after reasonable treatment shall not, by itself, constitute deficiency in service.
Freshloom shall not be responsible for damage arising wholly or substantially from inherent characteristics, concealed defects or pre-existing conditions, including:
The protections in this Clause apply only to the extent legally permissible and shall not excuse negligence, wilful misconduct or a failure to exercise reasonable professional care.
11.1 Special Articles may require:
11.2 Freshloom may refuse to process a Special Article where the risk cannot reasonably be managed.
11.3 Where you do not disclose that an Article is unusually valuable or irreplaceable, Freshloom shall assess any claim on the basis of the information reasonably available at the time of acceptance.
11.4 No statement by Freshloom that it "specialises" in or provides "premium care" for a category of Articles constitutes an absolute guarantee of restoration, stain removal, preservation or damage-free treatment.
12.1 Shoe, bag, leather and restoration services may involve cleaning, conditioning, polishing, recolouring, waterproofing, sole treatment, repair, adhesive work, stitching or replacement of components.
12.2 You acknowledge that:
12.3 Unless expressly agreed in writing, restoration services are improvement-based services and not guarantees of complete restoration to an "as new" condition.
13.1 Charges for carpets, rugs, curtains and furnishings may be based on area, weight, fabric, construction, lining, backing, stain condition or treatment complexity.
13.2 Freshloom may revise measurements or quotations after physical inspection.
13.3 You acknowledge the risk of:
13.4 Freshloom may require removal and reinstallation to be undertaken by the Customer or a separately appointed professional unless expressly included in the Order.
14.1 Prices displayed on the Platform are indicative or base prices unless expressly stated to be final.
14.2 The final charge may vary based on:
14.3 Freshloom shall use reasonable efforts to disclose material additional charges before processing.
14.4 All prices are exclusive or inclusive of GST as stated on the invoice.
14.5 Freshloom may revise prices, discounts, minimum order values, delivery charges and promotional offers at any time. Revised prices shall apply to Orders placed after such revision.
15.1 Freshloom may accept payment through UPI, cards, wallets, payment gateways, bank transfer, cash on delivery or any other approved mode.
15.2 The Customer shall pay the full invoiced amount before or at delivery, unless credit terms have been agreed in writing.
15.3 Freshloom may withhold delivery of Articles until all outstanding amounts relating to the relevant Order are paid, subject to applicable law.
15.4 Where a payment is reversed, dishonoured, disputed or fraudulently charged back, Freshloom may recover the amount, transaction costs and reasonable collection expenses.
15.5 Freshloom does not directly store complete card details where payments are processed by an authorised third-party payment gateway.
15.6 Any payment failure caused by a bank, card issuer, UPI provider or payment gateway must be separately raised with the relevant payment service provider, although Freshloom shall provide reasonable assistance.
16.1 Promotional offers may be subject to separate eligibility, duration, minimum value, location and usage conditions.
16.2 Unless expressly stated otherwise:
16.3 A promotional statement does not override these Terms unless expressly recorded in writing.
17.1 Pickup and delivery availability is subject to serviceable locations, personnel availability, traffic, weather, building access and operational conditions.
17.2 "Free pickup and delivery" may be subject to:
17.3 Pickup and delivery times are estimates and are not guaranteed.
17.4 You must ensure that:
17.5 Freshloom may charge a re-attempt or waiting charge where pickup or delivery cannot be completed because of incorrect information, non-availability or denied access.
17.6 Delivery to a security guard, receptionist, domestic employee, family member, office representative or other person present at the delivery address shall be deemed valid delivery where authorised by the Customer expressly or by reasonable implication.
17.7 Risk in an Article shall transfer back to the Customer upon delivery to the Customer or authorised recipient.
18.1 The standard turnaround time for ordinary garment-care Orders is generally twenty-four to forty-eight hours from receipt at the processing facility.
18.2 Specialised Articles, including wedding wear, carpets, rugs, curtains, shoes, bags, leather Articles, repair work and restoration work, may require three to five business days or longer.
18.3 All stated timelines are estimates and may be extended due to:
18.4 Freshloom shall use reasonable efforts to communicate material delays.
18.5 A delay shall not automatically entitle the Customer to cancellation, refund or compensation unless required by law or expressly approved by Freshloom.
19.1 A pickup request may ordinarily be cancelled without charge before the pickup agent is dispatched.
19.2 Freshloom may levy a reasonable cancellation, visit or logistics charge where cancellation occurs after dispatch or attempted pickup.
19.3 Once processing has commenced, the Order cannot ordinarily be cancelled.
19.4 Where an Order is cancelled after partial performance, Freshloom may charge for work already performed and expenses incurred.
19.5 Freshloom may cancel an Order where:
Any advance attributable to unperformed Services shall be refunded, subject to deductions permitted by law.
20.1 Where you are dissatisfied with the cleaning or finishing of an Article, you must notify Freshloom within twenty-four hours of delivery and preserve the Article in the condition in which it was delivered.
20.2 Where reasonably requested, the Article must be made available for inspection and reprocessing.
20.3 Where Freshloom determines that the complaint is valid and reprocessing is safe and appropriate, Freshloom may reprocess the Article once without additional processing charge.
20.4 Reprocessing shall ordinarily be the first remedy for a remediable service-quality complaint.
20.5 Freshloom may decline reprocessing where:
20.6 Nothing in this Clause limits any non-waivable remedy available to a consumer under applicable law.
21.1 Any claim for:
must be reported within twenty-four hours of delivery or, where the Article has not been delivered, within twenty-four hours after the communicated delivery date.
21.2 The Customer must provide:
21.3 The Article must be retained and made available for inspection. Disposal, alteration, repair, washing, wearing or third-party processing before inspection may prejudice the claim.
21.4 Freshloom may investigate the claim, inspect the Article, review pickup and processing records, consult the Processing Partner and seek an independent expert assessment.
21.5 Freshloom may, depending on the circumstances and subject to applicable law, offer one or more of the following:
21.6 Any settlement is subject to the Customer returning or surrendering the damaged Article where Freshloom pays its full assessed value, unless otherwise agreed.
22.1 Compensation for a lost or irreparably damaged Article, where Freshloom is legally liable, shall be assessed on the basis of the Article's reasonable depreciated value and not sentimental value, replacement-at-new cost or stated retail price.
22.2 The assessment may consider:
22.3 Unless a higher declared value has been accepted by Freshloom in writing before processing, Freshloom's liability for an individual Article shall, to the maximum extent permitted by law, not exceed the lower of:
22.4 For an Order containing multiple Articles, any claim shall be assessed Article-wise.
22.5 No liability cap shall apply to the extent that its application is prohibited by law or where the loss directly results from fraud, wilful misconduct or gross negligence established against Freshloom.
22.6 Nothing in these Terms excludes or limits a consumer's statutory rights or any liability that cannot lawfully be excluded.
23.1 Freshloom shall notify the Customer when Articles are ready for delivery or collection.
23.2 Where delivery cannot be completed because of the Customer's non-availability, incorrect address, non-payment or failure to respond, Freshloom may store the Articles for thirty days.
23.3 Freshloom may charge reasonable storage and repeated-delivery charges after the first unsuccessful delivery attempt.
23.4 Where Articles remain unclaimed for ninety days after repeated notice, Freshloom may, subject to applicable law:
23.5 Before disposal or donation, Freshloom shall use reasonable efforts to issue at least two notices to the registered telephone number or email address.
23.6 Freshloom shall not dispose of an Article where a bona fide dispute concerning ownership, payment or delivery remains actively under resolution.
24.1 Freshloom warrants that the Services shall be performed with reasonable care and skill, subject to the inherent limitations of the Article and the selected process.
24.2 Except as expressly provided in these Terms or required by law, Freshloom does not warrant:
24.3 Website photographs, illustrations and before-and-after representations are indicative and do not constitute a guarantee that every Article will achieve identical results.
25.1 To the maximum extent permitted by applicable law, Freshloom shall not be liable for:
25.2 Freshloom's aggregate liability arising from an Order shall not exceed the amount determined under Clause 22, except where a higher liability is mandated by law.
25.3 These Terms shall not exclude or limit any liability that cannot lawfully be excluded or limited under applicable consumer-protection or data-protection law.
