top of page
Laundrette

Terms & Conditions 

DomTom Pvt. Ltd. – Terms & Conditions

DomTom Pvt. Ltd. ("Company") provides laundry, dry-cleaning, and related services to its customers ("Customer") subject to the following detailed terms and conditions. By availing our services, the Customer agrees to be bound by this agreement.

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 & 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, jewelry, USBs, 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 & 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 delivery date. After 30 days:

      • Any given discounts will be revoked.

      • 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 3x the processing cost (dry-cleaning/laundry only), strictly as service credit, not in cash.

  • 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.

    • Articles with value exceeding ₹10,000 unless declared at pickup and accepted explicitly.

6. Pickup & Delivery Terms

  • Pickup and delivery will be 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/delivery attempt fails due to customer unavailability, a re-attempt charge may apply.

  • Company 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 the Company.

  • 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 & 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 the 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 time of unboxing or image evidence may be requested in case of dispute.

8. Express Orders

  • Express services are available at 2x 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 & 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.

  • GST and applicable taxes are added over the base prices.

  • Designer garments will be quoted separately based on complexity.

  • In case of disputes, payments must still be made in full. Disputes will be resolved post 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 plan only after cheque clearance.

  • Any misuse of prepaid plans (like account sharing) will result in immediate suspension without refund.

11. Cancellation & 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 & Discounts

  • Only one offer/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 date of issue if not redeemed.

  • DomTom reserves the right to modify loyalty program terms at any time.

14. Communication & Updates

  • Customers agree to receive calls, SMS, emails, and app notifications related to:

    • Order updates

    • Promotions and offers

    • 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 & Content Usage

  • All website content is intellectual property of DomTom Pvt. Ltd.

  • Copying, imitating, or republishing content without written permission is prohibited and 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

    • Customer support

  • These parties may use the data only to fulfill their service obligations.

  • Customer data may be used for internal analytics to improve service quality.

  • CCTV footage at stores or pickup centers is retained for security and quality monitoring.

17. Legal Jurisdiction & 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 any compensation claims made through public defamation or social media threats.

18. Contact

For queries or complaints: Website: www.domtom.in
Email: support@domtom.in
Customer Helpline: Available on website/app during business hours.

19. Customer Responsibilities

  • Customers are responsible for ensuring all articles submitted are correctly counted, labeled, 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

    • Are infested with pests or mold

    • Violate local laws or public safety regulations

  • The customer must update their contact and address details 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 T&Cs

    • 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.

  • The Company is not liable for any unauthorized access due to negligence.

  • Any suspicious account activity must be reported immediately.

22. Feedback, Complaints & 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 optimizes 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, 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 the company.

  • In case an order qualifies for more than one offer, the company 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.

  • The company 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.

Note: These terms are subject to change without prior notice. Continued use of services implies acceptance of revised terms.

For queries or complaints: Website: www.domtom.in
Email: support@domtom.in
Customer Helpline: Available on website/app during business hours.

bottom of page