Terms of service

The Linen Club Terms of Service

Effective date: 1 March 2026

Welcome to The Linen Club.

Laundry, but calmer.

These Terms of Service explain how our services work, what you can expect from us, and what we need from you in return. By placing an order, joining a membership, or using our website, you agree to these terms.

If anything here clashes with a signed trade SLA, that signed SLA will apply first for the services covered by it.

1. Who we are

The Linen Club is operated by The Linen club (pty) ltd, registration number (2026/129388/07),trading as The Linen Club.

Contact details:
Email: gary@linenclub.co.za
Phone / WhatsApp: 0834443242
Physical address: 18 7th Avenue, Maitlands

2. What these terms cover

These terms apply to:

• retail memberships
• one-off retail orders
• Signature Bag laundry
• Pressed Bedding Studio
• Special Care services
• Dry-clean Concierge
• collection and delivery arranged through our website, WhatsApp, or directly with us

Trade customers use these terms unless a signed SLA, proposal, or written service schedule says otherwise.

3. How our service works

We offer hotel-grade laundry services for homes and hosts.

Depending on the service you choose, we may collect, process, finish, pack, and return your items by:

• route-day pickup and delivery
• in-store or agreed drop-off and collection
• concierge handoff for selected specialist services

Our standard turnaround is usually 48 to 60 hours. Priority turnaround is offered only where capacity allows. We will always try to be clear about timing and keep you updated if anything changes.

4. Memberships

Our memberships are billed monthly in advance and renew automatically until cancelled.

Memberships are designed to cover your routine laundry rhythm. Each plan includes a set number of monthly credits, Signature Bags, pickups, deliveries, or service inclusions, depending on the plan selected at checkout.

4.1 Month-to-month membership

Memberships are month-to-month unless we clearly agree a different arrangement with you in writing.

4.2 Trial month and recurring billing

If you buy a trial, introductory, or first-month offer we can independently convert to a recurring membership for your convenience. If subscribed, it will renew automatically each month at the then-current plan price unless you cancel before your next billing date.

4.3 Credits and monthly inclusions

Unless we say otherwise in writing:

• monthly credits and monthly plan inclusions do not roll over
• unused credits expire at the end of that billing cycle
• unused credits are not redeemable for cash
• credits cannot be transferred to another person without our written approval
• if you use more than your plan includes, we charge the extra services at the current menu rate

4.4 Plan changes

You can move to another plan by contacting us. The change will usually apply from your next billing date unless we agree otherwise.

4.5 Price changes

We may update pricing or plan contents from time to time. If we do, we will give reasonable notice before the change applies to your next renewal.

4.6 Failed payments

If a recurring payment fails, we may pause collections, deliveries, or future processing until the account is brought up to date.

5. Signature Bags and weight limits

Our Signature Bag is the standard handover unit for most retail members.

Unless we tell you otherwise:

• each Signature Bag is limited to 5kg
• bags should be filled to the indicated fill line, not packed tightly beyond it
• if a bag is clearly overfilled, we may split it into extra chargeable bag units
• your items are usually returned in the same Signature Bag or in equivalent returned packaging

For members, bag count is the main service unit. We may still weigh bags in the background for quality control, overfill checks, and dispute resolution.

6. Care levels and item suitability

We offer different care lanes, including Everyday Care, Special Care, Pressed Bedding Studio, and Dry-clean Concierge.

You are responsible for choosing the right lane for your items.

6.1 Everyday Care

Everyday Care is for normal household laundry such as everyday clothes, schoolwear, basics, sleepwear, towels, and ordinary weekly laundry.

6.2 Special Care

Special Care is for items needing extra sorting, gentler handling, colour separation, separate washing, lower heat, or extra attention.

6.3 Care check

We do a basic care check. If we spot an obvious issue, such as a delicate item, dry-clean-only label, unstable-looking garment, or a likely special-care requirement, we may:

• contact you for approval
• move the item to a more suitable service lane
• refuse the item if we believe processing it would be unsafe or unreasonable

Additional charges may apply if a bag or order needs extra separation, handling, or specialist treatment.

6.4 Items we may refuse

We may refuse, delay, or isolate items that are, in our reasonable view:

• heavily contaminated
• mouldy, infested, or biohazardous
• soaked in oil, chemicals, or strong odours
• structurally unsound
• missing care labels where safe processing cannot be judged
• likely to be damaged by normal laundering even with extra care

If we refuse an item before processing, we will return it and refund any unperformed part of the service.

7. Collection and delivery

7.1 Route days

Many of our services run on scheduled route days. Pickup and delivery timing depends on your plan, your address, and our route schedule.

7.2 Access

You must make sure we can access the agreed pickup or delivery point, or that a safe and clearly agreed handover method is in place.

7.3 Missed handovers

If we arrive within the agreed window and cannot collect or deliver because no one is available, access is not possible, or instructions are unclear, we may:

• move the service to the next available slot
• charge an extra trip fee
• count the collection attempt against your plan where reasonable

7.4 When delivery is complete

A delivery is treated as complete when the order is handed to you, left with your authorised person, or placed at the agreed safe drop point in line with your instructions.

8. Turnaround times

We take turnaround seriously.

Our quoted turnaround is the service window we aim to meet. If an unavoidable delay happens, we will give notice as soon as reasonably possible and let you know the revised timing.

A delay does not automatically mean the whole order is refundable, but where we materially miss the agreed standard without good reason, the remedies in section 12 below will apply.

9. What we need from you

You agree to:

• empty pockets before handover
• remove valuables, cash, jewellery, and hard objects
• tell us about stains, special fabrics, or care concerns you already know about
• not include sentimental, irreplaceable, or unusually high-value items in standard laundry unless declared and accepted by us in writing
• make sure your contact and address details are accurate
• pay all charges due on time

We are not responsible for damage caused by items left in pockets, hidden sharp objects, loose embellishments, weak seams, or inaccurate or missing care labels.

10. Missing items and order checks

We use bag IDs, order labels, manifests, and intake records to help track orders.

If you believe something is missing, please tell us within 7 days of collection or delivery. We will investigate using our intake, processing, and dispatch records.

We may ask you for:

• the order number
• a description of the item
• when you last saw it
• photographs or identifying details, where available

We cannot promise to resolve claims fairly if they are raised long after delivery or after the items have already been rewashed, worn, or mixed back into general household use.

11. Damage, shrinkage, colour run, and loss

We treat items with care and follow reasonable commercial processes, care labels, and service-lane instructions. Even so, laundry carries some inherent risk.

11.1 We are usually not responsible for:

• normal wear and tear
• fading from age or ordinary washing
• shrinkage or distortion where the care label permits normal laundering but the fabric does not perform normally
• colour bleed from unstable dyes
• damage caused by pre-existing weakness, moth damage, worn fibres, loose trims, poor stitching, or previous repairs
• damage caused by items left in pockets
• issues caused by missing, incorrect, or misleading care labels
• items handed to us already damp, heavily soiled, contaminated, or otherwise unstable

11.2 If we are responsible

If we accept that an item has been lost or damaged because of our processing or handling, we may choose, depending on what is fair and practical, to:

• re-clean or rework the item
• arrange a reasonable repair
• give a fair service credit
• refund the service charge for that item or order
• pay fair compensation based on the item’s age, condition, original value, and current reasonable value

We do not compensate on a “new for old” basis.

Unless a higher value was declared by you before processing and expressly accepted by us in writing, compensation for loss or irreparable damage is limited to R2,500 per item, with an overall cap of R7,500 per order, except to the extent that the law does not allow such a limit.

12. Rework, service failures, and refunds

If something has gone wrong, please tell us quickly so we can sort it out properly.

12.1 Rework first

If you believe an order was not processed to the agreed standard, tell us within 72 hours of collection or delivery and, where possible, keep the items unused and unwashed so we can inspect them.

Where appropriate, we may first offer to:

• re-clean
• re-press
• re-fold
• re-pack
• correct a sorting or finishing issue

12.2 Reasonable refund

If we do not remedy the issue properly, or if rework is not practical, we may refund a reasonable portion of the price for the affected service.

12.3 One-off order cancellations

You may cancel a one-off order before processing starts. If collection has already happened or a route slot has already been used, we may keep or charge a reasonable collection or admin fee.

Once processing has started, cancellation is generally not available unless required by law.

12.4 Membership cancellations

You can cancel your membership at any time before your next billing date. Your membership will continue until the end of the current paid billing period, and then stop.

Unless the law requires otherwise, we do not refund:

• a month already billed
• partially used monthly plans
• expired unused credits
• services already performed
• route slots already used

12.5 If we cancel

If we cancel an order because the items are unsafe, unsuitable, inaccessible, or outside scope, we will refund any unperformed part of the service, less any reasonable costs already incurred.

13. Trade customers and SLAs

Trade customers may operate under a separate signed SLA, proposal, price schedule, or account terms.

Where a signed trade document exists, it will govern matters such as:

• turnaround commitments
• service windows
• volumes and minimums
• QC and rework process
• exception handling
• billing and payment terms
• escalation contacts

If a signed trade document is silent on a point, these general terms apply as the fallback position.

14. Dry-clean Concierge and third-party specialist services

Some services may be carried out by trusted specialist partners.

Where we act as concierge or coordinator:

• we remain your main contact for the order
• specialist timelines may differ from standard laundry timelines
• some specialist outcomes depend on stain type, fabric condition, and care-label limits
• quoted specialist pricing may be per item, per kilogram, or by inspection

Where a specialist partner’s limitations reasonably apply to the item or service, those limitations may also apply to the order.

15. Disputes and how we resolve them

We would always prefer to sort things out directly, quickly, and calmly.

If you have a complaint:

1. Contact us first at 0834443242 with your order number and a clear summary of the issue.
2. We will acknowledge the complaint and try to resolve it with you in good faith.
3. If we cannot resolve it directly, either party may refer the matter to an ombud, alternative dispute resolution body, regulator, consumer forum, or court with jurisdiction.

Nothing in these terms takes away any rights you may have under applicable consumer law.

16. Privacy and customer information

We collect and use personal information to:

• open and manage your account
• schedule pickups and deliveries
• process payments
• communicate with you about orders
• investigate claims, complaints, and service issues
• improve our service and operations

We handle personal information in line with our Privacy Policy and applicable South African data-protection law.

17. Website use and online orders

By using our website, you confirm that the information you give us is accurate and that you are authorised to use the payment method you provide.

We may refuse, suspend, or cancel an online order if:

• pricing was obviously wrong
• the service area does not cover your address
• we reasonably suspect fraud or misuse
• the requested service is not operationally possible
• the items fall outside our service scope

Any refund due in those cases will be processed to the original payment method unless we agree otherwise.

18. Changes to these terms

We may update these terms from time to time.

The version published on our website at the time of your order or renewal will apply, unless the law requires a different approach. Material changes to ongoing memberships will be communicated before they take effect.

19. Governing law

These terms are governed by the laws of South Africa.

If a dispute goes to court, the courts of South Africa will have jurisdiction. We suggest using the courts of the Western Cape, unless another forum with jurisdiction is more appropriate under the law.

20. If part of these terms is unenforceable

If any part of these terms is found to be unlawful or unenforceable, the rest of the terms will still apply.