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Our policies

Clear terms on liability, unclaimed items, privacy and what to expect if something goes wrong — so there are no surprises.

These policies use standard industry benchmarks as a starting point. Review the figures (holding period, liability multiples) and confirm they match how you actually want to run things — they're easy to adjust.

Liability for loss or damage

We treat every item with care appropriate to its fabric and construction. That said, in the rare case something is damaged or lost while in our care:

  • For damaged items, our liability is limited to up to 5× the cleaning charge for that item.
  • For lost items, our liability is limited to up to 10× the cleaning charge for that item.
  • We cannot be responsible for damage caused by pre-existing weaknesses in fabric, trims, or embellishments — including color bleeding, shrinkage, or bead/stone loss on delicate or previously-repaired garments. Where we notice this at drop-off, we'll flag it to you before cleaning.

Unclaimed items

If an order is ready and not collected or redelivered within 90 days, we'll attempt to reach you using the phone number on file. Items still unclaimed after this period may be treated as abandoned and donated or disposed of, in line with standard industry practice.

Your privacy

When you book a pickup, contact us, or check an order status, we collect your name, phone number, and pickup/delivery address. This information is used only to fulfil your order — to schedule pickups, coordinate delivery riders, and communicate with you about your laundry. We don't sell or share your information with third parties for marketing purposes.

Valuables & personal items

Please check pockets and remove cash, jewelry, documents, and other valuables before your items are picked up. Cleanmax is not responsible for valuables left in garments.

Satisfaction guarantee

Not happy with how an item came back? Let us know within 48 hours of delivery and we'll re-clean it free of charge.

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