Terms, made clear.

• We count every piece and photograph it before it goes anywhere near a machine: at the counter with you, or as soon as a collected bag reaches the shop.
• Kilo orders are weighed as they arrive, on the same scale every time. The weight on your record is the weight of the bag we received.
• The photographs are shared with you by a private link, kept for 30 days and then deleted. We never publish a customer's laundry without asking first.
• We use your name, WhatsApp number and address to run your order, and for nothing else. We do not sell them or pass them on.

By the kilo

• A kilo price covers machine-washable everyday clothes: tops, trousers, shorts, underwear, sportswear, socks and the like. Wash, dry, iron, fold and packaging are all included, and so is pickup and delivery within 6 km.
• Pieces that need a hand wash or a cycle of their own are priced by the piece, not by the kilo. They are listed on the Atelier page and the Home, Linen & Shoes page of the menu: tailoring, dresses and delicates, leather, bed linen, towels, duvets, pillows, curtains, shoes, bags and helmets. If one turns up in a kilo bag, we take it out, tell you, and either charge it by the piece or return it unwashed, whichever you prefer.
• We follow the care label. Where there is none, we choose the cycle we judge safest for the fabric, and we tell you if we are unsure.
• Your bag is washed in a load of its own, sorted by colour. Nothing from another customer goes in with it.

Turnaround

• The clock starts when we have your laundry and the count has gone out to you: at the counter, or in the rider's hands.
• Standard is ready in 48 hours and Next Day in 24. Same Day has to be with us by 12:00 and is ready in 7 hours. Express has to be with us by 13:00 and is ready in 3 hours. A bag that reaches us after a cut-off is booked at the next speed we can meet, and we tell you before we take it.
• Same Day and Express run on the day's capacity. We confirm on WhatsApp that a slot is open before you hand the bag over, so you are never charged for a speed we cannot deliver.
• If we miss a Same Day or Express window through our own fault, you pay for the speed you actually received, not the one you booked.
• "Ready" means finished, packaged and either on its way to you or waiting at the counter. If we deliver, we agree a window with you on WhatsApp.
• Weather, power cuts and road closures can slow a delivery. We tell you as soon as we know, and we never charge a faster speed for a slower result.

Hand care and pieces priced one by one

• Anything on the Atelier page and the Home, Linen & Shoes page is priced per piece and takes 2 days. Express is available on these pieces at +50% of the piece price, back the next working day.
• Wedding gowns and bags are quoted after we have seen the piece. The figure on the menu is where the quote starts, not the price. Nothing is started until you have said yes to the quote on WhatsApp.
• Trims are checked before and after. Buttons, beads, zips, buckles and hooks are looked over at intake, and anything loose or missing is noted on your record. A loose trim is secured where we can, but we cannot promise it survives a wash.
• We tell you before we treat a stain: whether it is likely to lift, and what it will cost. Removal is never guaranteed. Some stains are set, and a strong treatment can lighten the cloth around it. We do not try one without your yes.
• Leather, suede, silk and pieces with no care label are cleaned by hand on our best judgement. If we think the risk is too high, we say so and decline the piece rather than gamble with it.
• Curtains are priced per square metre, measured at intake and sent with your count.

Exclusive Membership

• A membership is a prepaid wallet. Silver is a Rp 1,000,000 credit with 15% off every service. Gold is Rp 2,000,000 with 20% off. Diamond is Rp 5,000,000 with 25% off. Prices include tax.
• The discount applies to every service on our menu, by the kilo and by the piece, at any turnaround. Each order keeps the turnaround of the service you choose, and the discounted price is taken from your balance when the order is returned.
• Members are washed ahead of regular orders, and pickup and delivery are free within 8 km of our counter for every order paid from the wallet, in place of the usual 6 km.
• A balance is to be used within 60 days of the credit being added. Credit is not refunded once added. Add credit again at any time; each new credit starts its own 60 days.
• If a balance is left after 60 days, message us. We would rather you spent it than lost it, and we will agree a short extension on WhatsApp.
• A wallet covers one household at one delivery address. Anyone in the household can place an order against it.
• Discounts do not stack. If more than one offer, promotion or membership discount could apply to an order, the single most generous one applies. The wallet discount counts as a discount for this purpose.

Payment

• Pay when your order is returned, or at the counter when you collect. A membership wallet is paid when it is topped up.
• We take QRIS, Visa and Mastercard, and bank transfer. A price quoted on WhatsApp is honoured for that order.
• Before washing starts, an order can be cancelled free. Once it has started, it is charged in full.
• A question about a bill is settled from the WhatsApp record: the count, the weight and the price we sent before we began.

• A mixed order counts as one order. If the kilo bag meets its 3 kg minimum, or the whole order comes to Rp 150,000 or more, delivery is free.
• Per-piece orders under Rp 150,000 pay Rp 25,000 each way for collection and for return. Or drop off and collect at the counter, which is always free.
• Members get free pickup and delivery within 8 km on any order paid from their wallet. See the membership terms above.
• Beyond 6 km, send us your location and we quote the delivery on WhatsApp before a rider is sent.
• Someone needs to be at the address at the agreed time. If nobody is there, we message you and try once more at a time you choose. A third attempt is charged at Rp 25,000.
• A pickup can be moved or cancelled free of charge any time before the rider sets off.

• If a piece is lost or damaged while it is with us, we replace it with the same piece or pay you its price, up to Rp 2,000,000 per piece. The price is set in one of two ways, and only these two.
• A branded piece is valued at the brand's own price. If the label names the brand and the brand's official website sells the same piece, we pay the price shown there on the day we settle the claim. A price in another currency is converted at that day's Bank Indonesia rate. If the piece is no longer listed, we use the brand's current price for its closest equivalent. Reseller, outlet and second-hand prices do not count, in either direction.
• Any other piece needs a receipt. If there is no brand label, or the brand has no official website that sells the piece, we work from your receipt, order confirmation or store invoice, and it has to name that piece and its price. Without one we have no honest way to value the piece and cannot pay a claim on it. If you have no receipt for something you would want covered, declare its value at intake, below, before we wash it.
• We pay by bank transfer within 7 days of agreeing the claim. Never store credit, unless you ask for it.
• Worth more than Rp 2,000,000, or no receipt for it? Declare its value at intake. We agree a value with you when the piece is counted and cover it to that value for 1% of it, minimum Rp 25,000. A Rp 10,000,000 jacket, for example, is covered in full for Rp 100,000. A declaration is made before washing starts, never after, and without one cover stops at Rp 2,000,000 per piece.
• Tell us within 3 days of delivery, on WhatsApp, with a photo. We check it against the intake photographs and reply within 2 working days with what we found and what we will do. We never ask you to fill in a form.
• Not happy with how something was washed? If a piece came back not clean, or still smelling, we wash it again once, free, as long as you tell us within 24 hours of delivery. A rewash is a wash, so it comes back on the Standard turnaround.

What the guarantee does not cover

• Anything already there when it arrived: damage and marks noted on the intake photographs, fraying, loose seams, old stains, worn soles.
• The normal effects of washing on natural fibres: slight shrinkage on new linen and cotton, and gradual fading over many washes.
• Colour that runs from one of your own garments onto another in the same load. We sort by colour and we tell you if we spot a risk, but a new dark garment can still bleed in its first wash.
• Stains that only show after washing: sunscreen, lotion, deodorant, hair products, drinks and food that were invisible when they went in. Heat sets them, and we cannot always see them first. If you know a spill is there, tell us and we treat it before the wash.
• Fabric that did not survive the cycle its own label allows, or a garment with no care label that we washed on our best judgement after telling you so.
• Beads, sequins, glued embellishments, printed transfers and delicate buttons, which we secure where we can but cannot guarantee.
• Anything left in a pocket, and any damage it causes.
• A piece you asked us to clean against our advice. We say so on WhatsApp first, and if you still want to go ahead, the risk is yours.
• Events outside our control, which have their own rules under Care & exclusions.

This list is specific on purpose. We do not hide behind a "not responsible" line, and nothing on it limits your rights under Indonesian consumer law.

Helmet care

• The two Deep Clean and UV services wash the lining in place. We never dismantle a helmet. Padding that is glued, brittle or already lifting can come away during cleaning, and we tell you at intake if we see that risk.
• A clean helmet is not a certified helmet. We do not inspect or vouch for a shell, strap or impact liner. A helmet that has been in a crash should be replaced, not cleaned.
• Existing visor scratches are photographed at intake. They are not something a polish can remove.

Pockets and valuables

• Anything we find in a pocket is bagged and returned with your order. We check every pocket at intake, but a folded note or a small earring is easy to miss.
• Cash, cards, jewellery, keys, earphones and the like are not covered by the guarantee if they go through a wash, and neither is the damage they can do to the rest of the load. A pen or a lipstick can ruin a whole wash.

Uncollected orders

• A finished order is held at the counter free for 7 days. From the eighth day, storage is Rp 10,000 a day. We would much rather bring it to you: message us and we deliver.
• After 30 days we write to you on WhatsApp. If an order is still uncollected 60 days after it was ready and we have had no reply, we may donate it to a local charity. Nothing is donated without that written notice.

Events outside our control

• Fire, flood, theft with forced entry and other events outside our control. We would always tell you what happened.
• The clock pauses while the event lasts. A power cut, a flood or a road closure that stops us working pauses the turnaround on every order in the building. We tell you on WhatsApp as soon as we know, give you a new time, and never charge a faster speed for a slower result.
• Your order is kept safe and dry until we can work again. If we cannot finish it, you can collect it as it is, or have it returned unwashed, at no charge.
• A membership balance is not lost to a closure. Days on which we cannot collect or return because of an event outside our control are added to the 60 days of your wallet.
• Loss or damage caused by such an event sits outside the guarantee. We would still tell you exactly what happened, with the photographs from intake, so you have a record of what was with us.

When we say no

• We may decline a piece we believe will not survive cleaning, one soiled with something hazardous such as blood, chemicals, animal waste or mould, or one that could harm our machines or another customer's order. We always tell you why.
• We may also decline to serve anyone who is abusive to our staff or riders. They look after your clothes. We look after them.

The legal part

• These terms are governed by the laws of the Republic of Indonesia. Nothing in them limits the rights you have as a consumer under Law No. 8 of 1999 on Consumer Protection.
• We update these terms from time to time. The version on this page, with the date at the top, is the one in force. The version in force when you placed an order is the one that applies to it.
• Questions about any of this? Message us on WhatsApp at 0823 1475 3013 or write to contact@libralaundry.com.