Terms & Conditions

Last updated: September 2026

Laundry Service Phuket is a free pick-up and delivery laundry service operating in Patong, Kata, Karon, Kalim, Kamala and Kathu. We collect your laundry, wash it at our own facility and bring it back to you, washed, dried and folded. These terms explain how the service works, what we promise, and the rare situations we cannot be responsible for. Please read them before placing an order.

1. Placing an order means accepting these terms

By booking a pick-up, handing a bag to our driver or leaving your laundry at a hotel reception for us, you confirm that you have read, understood and accepted these Terms & Conditions. If anything here is not clear, please ask us on WhatsApp before you place your order — we would much rather explain first than disappoint you later.

2. How we look after your laundry

We are a professional laundry team and we do everything we reasonably can to return your clothes in perfect condition:

• your laundry is washed separately from other customers’ laundry — your clothes never share a machine with someone else’s;
• we sort light and dark items before washing whenever the load allows it, to limit any risk of colour transfer;
• every bag is handled with care and washed according to standard professional practice;
• when you tell us an item needs particular attention, we treat it accordingly.

The large majority of orders come back without the slightest problem. The sections below explain the few situations that remain outside our control, and why we cannot accept financial responsibility when they happen.

3. We cannot count your items when we collect them

Our pick-up is free and fast. The driver collects your bag at a reception desk or at your door in a few moments, usually with several other orders on the same round. It is materially impossible for a driver to open every bag, unfold every garment and count each piece before leaving.

This means that no item-by-item inventory exists at collection, and neither you nor we can prove afterwards how many pieces were inside a bag. For this reason, we cannot be held responsible for an item reported as missing or lost. We are not hiding behind a rule here: it is simply the honest consequence of a free, fast doorstep collection.

What you can do, and what we recommend: count your items yourself before the bag leaves, and take a photo of your closed bags. It takes one minute, it protects you, and if a question comes up later we will always look into it with you.

4. Tumble drying, shrinkage and colour transfer

Our service uses tumble dryers only. That is what allows us to return your laundry completely dry, fresh and folded in 24 hours — or the same day with our express service — in a tropical climate where outdoor drying means humidity, rain, dust and smells.

Machine washing and machine drying involve water, detergent and heat, and every fabric reacts to them differently. Even with careful handling and colour sorting, it can happen on rare occasions that a garment shrinks, fades, changes shape or texture, or that dye from one item transfers onto another. When this happens it almost always depends on the fibre, the dye, the finish, the age or the previous care of the garment itself rather than on the way it was washed.

Because these reactions are outside our control, we cannot be held responsible for shrinkage, colour loss, colour transfer or similar damage occurring during a normal wash and dry cycle. That does not mean we shrug it off: if something comes back wrong, contact us straight away and we will look at what happened with you.

5. New clothes: please tell us before we wash them

This is the single most important thing you can tell us. Garments that have never been washed still hold a large quantity of loose dye, and that dye comes out in the first wash. A new red T-shirt, a new pair of jeans or a new towel can colour an entire load, and no amount of sorting fully removes that risk.

If your order contains new or never-washed items, tell us when you hand over your bag and we will do our best to keep them apart from the rest of your laundry. If new items are sent without telling us, we cannot accept responsibility for colour transfer onto your other clothes.

6. Delicate, valuable and special-care items

You know your clothes better than we do. Before collection, please tell us about:

• delicate garments (silk, wool, linen, lace, embroidery);
• expensive, sentimental or irreplaceable items;
• anything that must not be tumble dried;
• garments that are already stained, damaged, faded or worn thin;
• items requiring a process we do not offer, such as dry cleaning, leather or suede treatment.

Please also empty your pockets before sending your bag. We cannot be responsible for money, keys, cards, jewellery, phones or other objects left inside clothing. If an item is particularly valuable or fragile, contact us before ordering and we will tell you honestly whether we are the right service for it.

7. Stains

When we see a stain, we treat it and do our best to remove it. We cannot promise that every stain will come out: the result depends on the type of stain (oil, sun cream, wine, ink, sand), the fabric, how old the stain is and whether it has already been washed or treated before. Stain removal is a best-effort service, not a guaranteed result.

8. Orders, weighing and payment

• Every order has a minimum of 5 kg. Bags weighing less are charged at the 5 kg minimum.
• One customer equals one order. Laundry from several people cannot be mixed into a single order.
• After weighing, we send you a photo of the weight and the total amount before delivery.
• Payment is in cash only. When we deliver to a hotel, please leave the exact amount at the reception or lobby; the receptionist hands it to our driver at delivery.
• Regular service: laundry left before 3 PM is returned the next day before 6 PM. Express service: laundry left before 12 PM is returned the same day before 6 PM.
• If you leave your laundry at a hotel reception, please inform the reception that an external laundry service will collect it, and send us a photo of your bags.

9. If something goes wrong

Please check your laundry when you receive it and contact us the same day if anything is not right, with photos if possible. We are a local team and we care about our reputation: we will look into what happened honestly and discuss a fair solution with you, within the limits set out above.

10. Acceptance

By placing an order with Laundry Service Phuket, you confirm that you accept these Terms & Conditions, including the sections on lost or missing items, on tumble drying, shrinkage and colour transfer, and on new or never-washed garments. If you do not agree with them, please do not place an order — and feel free to contact us first so we can answer any question you may have.