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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.

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.

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