Terms and Conditions

1. Definitions

• Articles: any item submitted for cleaning, washing, repairing, or related services, including garments, linen, fabrics, or accessories.
• Customer: the individual or entity availing services from DomTom Pvt. Ltd.
• Service: all forms of laundry, dry cleaning, shoe cleaning, and related offerings provided by DomTom.

2. Scope of agreement

• This agreement is solely between the Customer and DomTom Pvt. Ltd. and does not extend to any third party.
• Submitting articles for service constitutes acceptance of these terms.

3. Garment handling and liability

All articles are handled with utmost care. However, DomTom will not be responsible for:

• Inherent weaknesses, non-visible defects, or manufacturer errors.
• Discoloration, shrinkage, or damage due to fabric condition.
• Damage to ornaments, embellishments, buttons, zippers, or lace.
• Items labeled "hand wash only," "dry clean only," or requiring special care.
• Color bleeding within or across garments.
• Personal belongings left in pockets (money, jewellery, USB drives, documents, etc.).

Articles processed are strictly at the owner's risk.

4. Stain removal disclaimer

• While stain removal is attempted as part of our process, complete removal is not guaranteed.
• Certain stains may worsen or not respond to treatment due to fabric type or stain composition.
• Additional stain treatment charges may apply for heavily soiled garments.

5. Loss, damage and compensation

DomTom is not liable for damage, loss, or delay due to:

• Fire, theft, flood, accidents, natural disasters, or other force majeure events.

Handling beyond 30 days from the delivery date: any given discounts will be revoked and a storage fee of 12% per month will apply. Articles unclaimed after 90 days may be disposed of or sold to recover charges.

Maximum compensation (if approved) shall be 3× the processing cost (dry cleaning or laundry only), strictly as service credit — not in cash. A valid invoice must be presented for any compensation claim.

No compensation will be processed for articles collected without inspection; delicate or special-care garments if prior condition was not disclosed; or articles with value exceeding ₹10,000 unless declared at pickup and accepted explicitly.

6. Pickup and delivery terms

• Pickup and delivery are scheduled based on availability and service area coverage.
• Customers must ensure someone is present at the provided address to hand over or receive articles.
• If a pickup or delivery attempt fails due to customer unavailability, a re-attempt charge may apply.
• DomTom reserves the right to deny or reschedule service due to logistical or operational constraints.
• Orders once picked up will not be returned without processing unless explicitly refused by DomTom.
• Delivery personnel are not responsible for handling customer complaints; such issues must be directed to customer support.
• Partial delivery of orders may occur in specific circumstances. Customers will be informed.
• Large orders may require additional delivery time. No compensation will be made for such delays.

7. Inspection and delivery

• Customers must inspect articles at the time of delivery.
• Any damage or missing item must be reported immediately.
• No claims will be entertained once delivery is accepted and signed.
• Quality-related concerns must be reported within 7 days of delivery, and only if the article has not been used.
• Video proof at the time of unboxing or image evidence may be requested in case of dispute.

8. Express orders

• Express services are available at 2× the regular charge.
• Express turnaround times may vary based on item type and volume.
• Express orders are not eligible for cancellation once confirmed.

9. Payment and billing

• Invoices are shared via email to the registered email address only. No printed bills will be issued.
• All charges must be paid in full upon delivery.
• Cash is the default mode of payment. Card payments must be pre-informed.
• All prices displayed on the DomTom website are inclusive of GST. Any separately quoted service or surcharge will be communicated for approval before processing.
• Designer garments will be quoted separately based on complexity.
• In case of disputes, payments must still be made in full. Disputes will be resolved after payment.

10. Prepaid plans

• Prepaid plans are non-refundable and non-transferable.
• Valid only at the location where the plan was purchased.
• Cashback or bonuses under prepaid plans are credited as service value only, not cash.
• Payment by cheque will activate the plan only after cheque clearance.
• Any misuse of prepaid plans (such as account sharing) will result in immediate suspension without refund.

11. Cancellation and refund policy

• Orders can be cancelled within 2 hours of pickup.
• Orders cannot be cancelled once processing begins.
• If DomTom declines an article, its value will be refunded or credited accordingly.
• Overpayments on retail orders may be refunded upon request.
• Prepaid balances are non-refundable under all circumstances.
• Refunds (if approved) will be processed within 7–10 working days as service credits.

12. Coupons and discounts

• Only one offer or coupon may be applied per order.
• Coupons can only be applied using the DomTom mobile app before invoice generation.
• Offers and discounts cannot be clubbed or combined under any circumstance.
• DomTom reserves the right to reject any coupon if abuse or misuse is suspected.
• Coupons cannot be applied to express or designer wear unless explicitly stated.

13. Loyalty program terms

• Customers are eligible to earn loyalty stamps with each qualifying order.
• One stamp is awarded per day per customer, regardless of the number of orders.
• Minimum weight for stamp eligibility: 2–3 kg per order.
• Orders below 2 kg do not qualify for loyalty stamps.
• Loyalty rewards cannot be transferred, clubbed, or converted to cash.
• Stamps may expire after 6 months from the date of issue if not redeemed.
• DomTom reserves the right to modify loyalty program terms at any time.

14. Communication and updates

Customers agree to receive calls, SMS, emails, and app notifications related to order updates, promotions and offers, and customer service notifications.

• To opt out, customers must submit a formal request to DomTom customer care.
• DomTom shall not be liable for missed messages due to spam filters, phone issues, or invalid contact information.

15. Website and content usage

• All website content is intellectual property of DomTom Pvt. Ltd.
• Copying, imitating, or republishing content without written permission is prohibited and may be punishable by law.
• External links provided on the site are not under our control. DomTom is not responsible for any content or service on linked websites.

16. Privacy policy

Customer information is never sold or disclosed to third parties for advertising. Trusted service providers may be given limited access to data to perform operations such as email notifications, payment processing, and customer support. These parties may use the data only to fulfil their service obligations.

• Customer data may be used for internal analytics to improve service quality.
• CCTV footage at stores or pickup centres is retained for security and quality monitoring.

See our Privacy Policy for full details.

17. Legal jurisdiction and dispute resolution

• All disputes will be subject to the jurisdiction of courts located in Delhi.
• In case of any grievance or dispute, the Customer is encouraged to first contact our support team via email or helpline.
• If unresolved, both parties agree to attempt mediation or arbitration before initiating legal proceedings.
• Legal action, if required, must be filed in Delhi only.
• DomTom will not entertain compensation claims made through public defamation or social media threats.

18. Contact

For queries or complaints, reach us via www.domtom.in, support@domtom.in, or the customer helpline listed on our website and app during business hours.

19. Customer responsibilities

Customers are responsible for ensuring all articles submitted are correctly counted, labelled, and handed over. Special garment instructions (e.g. delicate materials, unique stains) must be disclosed during pickup.

• Customers must not submit articles that contain hazardous materials or bodily fluids.
• Customers must not submit articles that are infested with pests or mould.
• Customers must not submit articles that violate local laws or public safety regulations.
• The customer must keep contact and address details updated to avoid service disruption.

20. Service refusal rights

DomTom reserves the right to refuse:

• Articles in unsafe or unsanitary condition.
• Orders from customers who have repeatedly violated these terms.
• Orders with unidentified or improperly packed items.

Refused articles will be returned without processing and may incur a service charge.

21. Account management

• Customers must protect their DomTom account login credentials.
• DomTom is not liable for any unauthorised access due to customer negligence.
• Any suspicious account activity must be reported immediately.

22. Feedback, complaints and escalations

• Complaints must be raised within 7 days of delivery via email or customer support.
• Supporting evidence (e.g. photos, unboxing videos) may be requested.
• DomTom aims to respond to all grievances within 72 working hours.
• Complex issues may take up to 14 working days for full resolution.

23. Misuse or abuse of services

Any abuse of customer support channels, policy exploitation, or false claims may lead to:

• Suspension of services.
• Disqualification from loyalty programs.
• Legal action.

DomTom has the right to permanently block users violating ethical use.

24. Environmental policy

DomTom uses eco-friendly, biodegradable detergents and optimises water usage. Customers may request:

• Fragrance-free washes.
• Low-temperature wash cycles.
• Hypoallergenic detergent usage.

Requests must be made during order placement or pickup.

25. Discounts and promotional offers

Discounts, promotional offers, coupon codes, and special deals are subject to specific terms and availability. Only one discount or promotional offer may be applied per order or transaction. Multiple discounts, offers, or promotions cannot be combined or used together under any circumstances, unless explicitly stated otherwise in writing by DomTom.

If an order qualifies for more than one offer, DomTom reserves the right to apply the single most suitable or highest-value discount, or to allow the customer to choose one applicable offer. Discounts are non-transferable, have no cash value, and cannot be exchanged or redeemed for cash or credit.

DomTom reserves the right to modify, suspend, or withdraw any discount or promotional offer at any time without prior notice. Any misuse of offers, attempts to combine discounts, or violation of these terms may result in cancellation of the discount or the order.