Terms & Conditions of Service

Acceptance of Terms: By submitting items for cleaning and accepting a receipt or digital confirmation, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

1. Our Standard of Care
   
   • Fua Chap Chap exercises reasonable professional care in handling and processing all items submitted for cleaning.
   • We are not liable for damage, loss, or deterioration arising from inherent risks of laundering processes or pre-existing defects in items, provided we have exercised reasonable care.
   • This limitation does not exclude liability for damage caused by our negligence or mishandling.
2. Fabric Wear, Tear & Pre-Existing Weaknesses
   
   • Normal Wear and Tear: We are not responsible for damage resulting from the fabric's inability to withstand the mechanical action of standard washing machines or dryers when proper care methods are used.
   • Latent Defects: We are not liable for damage arising from latent or pre-existing fabric weaknesses—whether visible or hidden—that may only become apparent during the washing or drying process. This includes but is not limited to holes, tears, or thinning caused by previous exposure to sun, age, chemicals, or repeated use.
   • Your Role: We encourage customers to inform us of delicate, worn, or valuable items at drop-off so we can take extra precautions where possible.
3. Shoes & Sneakers – Informed Consent
   
   • Adhesive & Material Risks: Many shoes are constructed with adhesives that degrade over time. By submitting footwear for cleaning, you acknowledge and accept the inherent risks related to adhesive failure (such as soles separating or peeling), as well as potential changes in shape or structure due to the nature of materials like suede, leather, or mesh.
   • Professional Care: We use appropriate cleaning and drying methods for footwear, but cannot guarantee against natural material deterioration.
   • Informed Choice: If your shoes are particularly valuable or show signs of wear, please discuss this with our staff before submission.
4. Color Bleeding & Shrinkage
   
   • Preventive Measures: We take reasonable preventive measures during the washing process, including sorting by color and using appropriate wash temperatures.
   • Unstable Dyes: However, we cannot guarantee color fastness where garment dyes are inherently unstable or where items are not color-safe. Color loss, bleeding, or fading may occur with new items, poorly dyed fabrics, or garments not previously tested for colorfastness.
   • Customer Responsibility: Please inform us at drop-off if an item is new, brightly colored, or has not been washed before, so we can take additional precautions.
   • Shrinkage: We follow industry-standard washing practices. However, we are not liable for shrinkage unless you provided specific "Cold Wash/Air Dry" instructions at drop-off that were clearly noted on your receipt.
5. Buttons, Zippers & Embellishments
   
   • We are not responsible for the loss or damage of buttons, zippers, beads, sequins, or other embellishments that detach as a result of normal machine washing action.
   • This exclusion does not apply to damage caused by rough handling or negligence on our part.
   • Please inform us of delicate embellishments so we can take extra care where feasible.
6. Missing Items & Receipt Accuracy
   
   • Receipt Verification: Only items listed on your receipt are covered by our service. Please verify your receipt at the time of drop-off to ensure all items are accurately recorded.
   • Claims Process: If you believe an item is missing, you must report it within 24 hours of collection. We will investigate all claims where proper records and reasonable care were exercised.
   • Our Responsibility: We maintain careful tracking systems, but our liability is limited to items properly documented on your receipt.
7. Reporting of Damage or Service Concerns
   
   • Inspection Requirement: Customers are required to inspect their laundry immediately upon delivery or collection. Any issues related to damage or service concerns must be reported to Fua Chap Chap within 24 hours of receiving the laundry.
   • Late Reports: Claims reported after the 24-hour period will not be eligible for refunds, replacements, or compensation, as it becomes difficult to verify and investigate the issue once the laundry has been returned and used.
   • Discretionary Assistance: While Fua Chap Chap may, at its discretion, offer assistance for late reports, such cases are not guaranteed and will be handled on a case-by-case basis.
8. Unclaimed Items
   
   • Initial Storage Period: Items will be held for 21 days after written notification (via SMS, email, or phone call) at no additional charge.
   • Extended Storage: After the initial 21-day period, reasonable storage charges may apply at our discretion.
   • Disposal: Items remaining uncollected for an extended period (60 days after initial notification) may be sold or donated to charity to recover storage and cleaning costs.
   • Notification Responsibility: We will make reasonable efforts to contact you. Once proper notice has been given, we are not liable for items not collected within the specified timeframes.
9. Limitation of Liability
   
   • Compensation Framework: In the event of loss or damage where we accept liability due to our negligence or failure to exercise reasonable care, compensation will be determined based on a reasonable multiple of the service fee for that specific item, proportional to the nature and extent of the loss.
   • Exclusion of Replacement Value: Compensation does not extend to the replacement value, sentimental value, or market value of items. Our liability is limited to the reasonable cost of our service.
   • Maximum Responsibility: In no case shall our total liability exceed five (5) times the cleaning fee for the affected item(s).
10. Compliance & Governing Law
    
    • These Terms & Conditions are governed by the laws of Kenya, including the Consumer Protection Act, 2012.
    • We are committed to fair dealing, transparency, and upholding your consumer rights.