These Terms govern your use of phoenixlaundry.com and services provided under the Phoenix Laundry brand. By placing an order (via website, phone, WhatsApp, or otherwise), you agree to these Terms.

1) Operator

Rising Enterprises Pvt. Ltd. Address: # 168, Yashodai, Ground floor, SS2 Sec 2, Near Abbott Hotel, Vashi, Navi Mumbai, 400705. Phone: 9920836904 | Email: info@risingenterprises.net

2) Pricing, taxes, and additional charges

1. Taxes: All prices are exclusive of taxes unless stated otherwise. GST and other applicable taxes/charges will be added as per law and shown on the invoice.
2. Membership & pickup/delivery: Free home collection and delivery are available only to customers with an active Membership Plan (as per the plan terms). Non-members may be charged pickup/delivery fees as per the prevailing rate card / minimum order policy (where applicable).
3. Hangers: If hangers are requested or required for packing/finishing, hangers will be charged at INR 15 per hanger, unless included in your plan or a promotional offer.
4. Express delivery surcharge: If you choose Express Delivery, an additional 100% over the standard price may be charged for the relevant items/order (unless otherwise communicated in writing).

3) Payment terms

1. When payment is due: Payment is payable immediately upon invoice. All payments must be received before delivery unless otherwise agreed in writing.
2. Right to hold delivery: If payment is pending, Phoenix Laundry may withhold delivery until payment is received.
3. Late payment interest: Late payments may attract interest at 18% per annum, computed from the invoice date (which will be the due date unless stated otherwise on the invoice) until payment is received, to the extent permitted by applicable law.

4) Inspection, discrepancies, and approvals

1. Inspection & discrepancy notification: We inspect items upon receipt. If we notice a discrepancy (e.g., item count, condition, stain severity, damage risk, special handling needs, price-impacting detail), we will intimate you before processing within 24 working hours of receiving the item(s) at our facility (or within a reasonable time in case of exceptional volumes/holidays).
2. Consent for special treatments: Where special stain treatment or riskier processes are required, we may request your approval before proceeding.

5) Turnaround time (TAT) & delivery

1. Standard delivery: Standard delivery is typically within 3–4 business days after items are collected (excluding Sundays/public holidays), subject to garment condition, treatment complexity, and capacity.
2. Express delivery: Express delivery is typically within 24–48 hours after items are collected (excluding constraints communicated at pickup). Express attracts the surcharge described in Clause 2.4.
3. Estimated timelines: Timelines are estimates; we will keep you informed of material delays.

6) Stain removal and garment-care limitations

1. No stain-removal guarantee: Phoenix Laundry does not guarantee stain removal. We assess stains carefully and use specialized stain-removing chemicals and methods; however, not all stains can be removed, and excessive treatment may risk damage to the garment. We will use best efforts while balancing garment safety.
2. Inherent risks / wear & tear: Cleaning may involve inherent risks (color bleed, shrinkage, fading, texture change), especially due to excessive wear and tear, fabric age, poor dye quality, weak seams, embellishments, adhesives, or manufacturer defects. Phoenix Laundry follows industry standards and is not responsible for such outcomes unless caused by our negligence / gross negligence. Where negligence or gross negligence is established, any compensation shall be payable only in accordance with Clause 8.6 (Standard Guarantee) and/or Clause 8.7 (High Value Garment Insurance), as applicable (to the extent permitted by law).

7) Customer responsibilities (pockets, valuables, pre-existing issues)

1. Pockets/valuables: Customers must examine garments before handing them over and remove valuables (cash, keys, jewelry, pens, documents, etc.). Phoenix Laundry is not responsible for loss/damage to items left in pockets.
2. Accurate disclosures: Please disclose known issues (delicate trims, prior damage, bleeding risk, prior stain treatment).

8) Claims, complaints, and compensation

1. How to raise a claim
   To raise any claim (missing item, damage, quality issue), you must contact us within 48 hours of delivery through our official channels and provide all of the following:
   (a) Invoice / bill or Order number (or registered mobile number used for the order);
   (b) Clear photos/videos showing the issue (for damage/quality issues), including close-ups and full garment shots; and
   (c) A short description of the issue (what, when noticed, and any relevant context).
   We may request additional information where needed (e.g., care label photos, brand tag photo, declared value proof for insured items).
2. Condition for claim eligibility
   The item must be kept unused/unworn and unaltered after delivery for inspection purposes (do not wash, iron, or attempt stain removal).
   Claims may be declined or adjusted if the item has been used and/or washed and/or altered and/or processed by another laundry, after delivery because verification becomes unreliable.
3. Inspection and verification
   Phoenix Laundry may inspect the item to assess the claim.
   Inspection may be done by:
   – Asking you to return the garment to our store/partner location, or
   – Arranging a pickup for inspection, where feasible.
   – We may rely on processing records, tagging/track logs, and photos taken during intake/processing/delivery (where available).
4. Investigation timeline
   – We aim to acknowledge your claim within 48 hours of receiving the required details (invoice/order number + photos).
   – We aim to complete verification and respond with a resolution within 7 working days, unless the case requires extended investigation (e.g., tracing an item across batches). In such cases, we will share periodic updates.
5. Quality resolution hierarchy (how we fix it)
   Depending on the issue, resolution may include one or more of:
   – Re-clean / re-process at no additional cost (where feasible and safe),
   – Repair/alteration support (where feasible, at our discretion),
   – Compensation as per the Standard Guarantee or High Value Garment Insurance (as applicable).
6. Standard Guarantee
   Where Phoenix Laundry is found responsible for loss/damage arising while the item is in Phoenix Laundry’s custody (including during pickup, processing, and delivery), compensation shall be limited to a maximum of 5 times the service charge for the concerned item, subject to verification and internal quality review.
7. High Value Garment Insurance (Opt-in; governed by the High Value Garment Insurance Form)
   If you opt for High Value Garment Insurance / Protection for a specific garment, you must complete/sign the High Value Garment Insurance Form, and that Form (including its claims process, verification requirements, program exclusions, dispute/escalation process, and “recovery after payout” terms) will apply and form part of these Terms.
   – Premium & timing: Premium is 10% of the declared value (or such other premium as communicated in writing) and must be requested and paid before processing.
   – What it covers: Subject to the Insurance Form, reimbursement up to the insured amount is available if the insured garment is (i) confirmed lost/missing while in Phoenix Laundry’s custody, or (ii) proven irreparably damaged due to processing by Phoenix Laundry.
   – Cover limit / cap: Any payout (if approved) is capped at the applicable Sum Insured / Cover Limit (including any Membership Plan cover limit, unless a top-up is purchased before processing, as per the Insurance Form).
   – No double compensation: For the same insured garment, compensation (if any) will be provided only under this Clause 8.7 / the Insurance Form, and not additionally under Clause 8.6.
8. Missing item / missing packet claims
   a. Tracing & recovery: For any missing item claim (including where one or more items, or an entire packet/order, is alleged to be missing), Phoenix Laundry will trace the relevant item(s)/packet using tagging/tracking records, processing documentation, and delivery logs. If the missing item(s)/packet are located, they will be delivered at the earliest feasible time.
   b. If not found & Phoenix is responsible: If the item(s)/packet are not located after investigation and Phoenix Laundry is found responsible, compensation (if any) will be handled as follows, subject to verification:
   – Insured garment(s): handled under Clause 8.7 (High Value Garment Insurance) and the applicable Insurance Form; and
   – All other items: handled under Clause 8.6 (Standard Guarantee).
   c. No double compensation: For any insured garment, compensation (if any) will be provided only under Clause 8.7 (and not additionally under Clause 8.6).
   d. Recovery after payout (found later): If any item (including an insured garment) is found after reimbursement/compensation has been paid (regardless of the condition of the item/insured garment), the customer may receive the item only by refunding the reimbursement amount within 15 days of being notified by Phoenix Laundry. If the reimbursement is not refunded within 15 days, the item will be treated as unclaimed and handled in accordance with Clause 9 (Unclaimed items & storage charges).
9. Late claims
   Claims reported after 48 hours may be harder to verify and may not qualify for the Standard Guarantee. However, nothing in these Terms limits your statutory rights under applicable consumer protection laws.

9) Unclaimed items & storage charges

1. Storage charges: Storage charges apply after 15 days from the delivery date / first delivery attempt (as applicable) at 30% of the bill amount per month, calculated pro-rata, capped at 100% of the bill amount. We will notify you before applying storage charges where possible.
2. Long-unclaimed items: Items may be held for up to 90 days. After that, items may be disposed of or donated where lawful, and storage/handling fees may apply.

10) Cancellations & failed pickups/deliveries

You may reschedule/cancel by contacting us through official channels. No cancellation fee applies if you reschedule/cancel before dispatch of our pickup/delivery executive. If a pickup/delivery attempt is unsuccessful after dispatch due to customer unavailability, incorrect details, or access issues, a reasonable re-attempt/visit fee may apply to recover actual logistics costs. If Phoenix Laundry cancels after dispatch for reasons attributable to us, no visit fee will be charged. This will be applied fairly and in accordance with applicable consumer protection laws (including e-commerce rules where applicable).

11) Right to refuse service

Phoenix Laundry reserves the right to refuse service for reasonable causes including safety/hygiene risks, hazardous/illegal contamination, abusive conduct, repeated non-payment, or operational constraints—without unlawful discrimination.

12) Force majeure

Phoenix Laundry shall not be liable for any delay, interruption, or failure to perform services where caused by events beyond our reasonable control, including (without limitation) natural disasters, fire, flood, severe weather, strikes, transport disruptions, government actions, or major power/telecom outages. We will make reasonable efforts to inform you and resume services as soon as practicable.

13) Governing law & jurisdiction

These Terms are governed by the laws of India. Courts at Mumbai / Navi Mumbai, Maharashtra shall have jurisdiction, subject to applicable consumer protection laws.

14) Grievance redressal

Grievance Officer: Admin Manager, Rising Enterprises Pvt. Ltd.
Email: info@risingenterprises.net | Phone: 9920836904

Address: # 168, Yashodai, Ground floor, SS2 Sec 2, Near Abbott Hotel, Vashi, Navi Mumbai, 400705.

We aim to acknowledge complaints within 48 hours and resolve within 1 month, subject to verification/inspection where required.

15) Changes to Terms

We may update these Terms from time to time. The “Last updated” date reflects the current version. Continued use after updates means you accept the revised Terms.