Terms & Conditions

These Terms constitute a legally binding agreement between you (the "Customer") and Lundria (the "Company", "we"), governing your access to lundria.com, our application, and any service we provide.

By creating an account, placing an order, or using any of our services, you confirm that you have read, understood, and agreed to be bound by these Terms in full. If you do not agree to any provision, you must refrain from using the service.

These Terms apply alongside our Privacy Policy, which forms an integral part of this agreement.

In compliance with Article 6 of the E-Commerce Law and its Implementing Regulations, the service provider's details are as follows:

Trade name

Lundria

Address

Riyadh, Kingdom of Saudi Arabia

Email

info@lundria.com

Website

lundria.com

Any update to these details is published on this page.

Wherever they appear in this document, the following terms carry the meanings set out below:

• "Platform": the Lundria website, mobile application, and any digital channel operated by the Company.
• "Service": laundry, ironing, cleaning and garment-care services, together with related pickup and delivery.
• "Order": a request submitted through the Platform specifying items, service type, appointment and address.
• "Item": each garment or textile piece handed to the Company.
• "Price List": the prices published on the Platform at the time the Order is placed.

Use of the Service requires full legal capacity and a minimum age of eighteen (18) years. Where the Service is used on behalf of a minor, their legal guardian bears responsibility for the Order and for compliance with these Terms.

The Customer undertakes to provide accurate, complete and current information when registering, and is solely responsible for keeping their credentials confidential. All activity occurring through the account is deemed to originate from the Customer unless proven otherwise.

The Customer must notify the Company immediately upon suspecting any unauthorised use of their account.

The Company may suspend or terminate an account — without prejudice to its right to seek compensation — in the event of a breach of these Terms, submission of false information, or use of the Service for any unlawful purpose.

The Customer selects the required items and the service type for each item through the Platform; the value is calculated automatically from the published Price List. No contract is formed until the Order is confirmed by the Company.

The final value is calculated on the basis of the items actually received after sorting at the facility. If the count, type, or condition of an item differs from the Order, the value is adjusted in accordance with the Price List and the Customer is notified.

The Company may decline an Order in whole or in part — in particular where the address falls outside the coverage area, operational capacity is unavailable, or the items fall outside the nature of the Service.

All prices displayed on the Platform are in Saudi Riyals and are those in force at the time the Order is placed. The Company reserves the right to amend the Price List, without affecting Orders confirmed prior to the amendment.

Value Added Tax — where legally due — is shown clearly and separately in the order summary and on the invoice, in accordance with the regulations of the Zakat, Tax and Customs Authority.

The Company issues an invoice for every completed Order, made available to the Customer through their account on the Platform.

Payment is made through one of the payment methods available on the Platform or upon delivery, as determined by the Company.

The Company does not store bank card data on its systems; electronic payments are processed by a licensed payment service provider and are subject to that provider's terms and security procedures.

The Company may withhold delivery of items until all amounts due for the Order have been settled in full.

The Customer selects a pickup appointment from the slots available on the Platform and undertakes to have the items ready at the specified address during the agreed window.

Stated appointment times are estimates, met with all reasonable care, but may be affected by traffic, weather or operational load. Such variance does not constitute a delay giving rise to compensation unless it is material and unjustified.

Where pickup or delivery fails for a reason attributable to the Customer — absence, an incorrect address, or inaccessibility — the Company may reschedule the visit and may charge an additional visit fee at its published rate.

Items undergo a reasonable visual inspection on receipt, and the condition recorded at intake is the condition of record.

The Customer acknowledges that certain defects — weakened stitching, fabric wear, poor colour-fastness, old or previously treated stains, and internal fillings or linings — may not be apparent on visual inspection and may emerge during processing despite proper technical handling.

Each item is processed according to the care label. Where the label is missing, illegible, or inconsistent with the fabric, processing proceeds on best technical judgement and the Company bears no liability for the consequences.

The following items — where accepted — are processed at the Customer's sole risk, and the Company accepts no liability in respect of them:

• Leather, fur, suede, and sensitive coated or printed items.
• Hand-embroidered items and pieces adorned with beads, sequins or stones.
• Antique items or pieces of particular sentimental value.
• Worn or torn items, and items stained or previously treated with chemicals.
• Garments made of fabrics that by their nature cannot withstand washing or ironing.

In no case does the Company accept items contaminated with hazardous or biological substances, or items contrary to Saudi law.

The Customer must empty all pockets of cash, jewellery, devices, documents and any personal belongings before handing over the items.

The Company bears no liability for the loss or damage of such belongings, or for damage they cause to other items. Any belongings found are held for thirty (30) days, after which the Company's responsibility for them ends.

The Customer must inspect items on delivery. Apparent defects — loss, tearing, or colour change — are to be reported on delivery or within twenty-four (24) hours of it. Defects not discoverable on ordinary inspection are to be reported within seven (7) days of delivery.

These periods are procedural, intended to allow verification before proof becomes impracticable; their lapse does not forfeit any right the law confers on the consumer and which may not be contracted out of.

Where the Company's liability for the loss or total destruction of an item is established, compensation shall not exceed ten (10) times the service fee paid for that specific item. This cap reflects standard practice in the garment-care sector, given the impracticability of verifying the purchase value of items handed over.

In assessing compensation, the age and wear of the item are taken into account. Compensation does not in any event extend to indirect or consequential loss, or loss of profit.

This cap does not apply in cases of fraud, gross fault or wilful misconduct; in such cases the general rules of compensation apply without limitation.

If an item is of exceptional value, please notify us in writing before pickup so that special handling and cover can be arranged.

Where items cannot be delivered for a reason attributable to the Customer, they are held for thirty (30) days from the first delivery attempt, during which reasonable efforts are made to contact them.

After that period lapses without collection, the Company may dispose of the items, including by donation, without any liability, and any outstanding amounts remain due from the Customer.

Under the E-Commerce Law, the Customer may rescind the contract within seven (7) days of contracting for the service, provided they have not benefited from it. Accordingly, cancellation is free of charge before the items are collected or before processing begins.

Once processing has actually commenced, the service has been performed or begun, and the Customer's right is limited to the portion not yet performed.

The Customer may also rescind and recover amounts paid where the Company delays delivery or performance by more than fifteen (15) days beyond the agreed date, unless the delay is due to force majeure.

Amounts due are refunded through the same payment method without delay, and in any event within fourteen (14) days of the Company being notified of the rescission.

• Providing accurate information and updating the address and mobile number when they change.
• Preparing items for collection, emptying pockets, and disclosing any item requiring special care.
• Providing a safe and appropriate environment for the Company's agent at pickup and delivery.
• Settling amounts due when they fall due.
• Refraining from any use of the Service that breaches the law or involves fraud or abuse.

Services provided to corporate entities are governed by a separate agreement setting out pricing, volumes, service levels and turnaround times.

These Terms continue to apply to any matter not specifically addressed in that agreement, and the agreement prevails in the event of conflict.

"Whitely" is a trademark owned by the Company. Its products appear on the Platform for introductory purposes only; they are pending launch and are not yet offered for sale.

Their display constitutes neither an offer to sell nor an undertaking to supply; sale terms will be announced upon launch.

All intellectual property rights in the Platform — including the trade name, logos, designs, text, images, source code and databases — are owned by or licensed to the Company and are protected under the laws in force in the Kingdom.

They may not be copied, adapted, modified, republished or commercially exploited in any form without the Company's prior written permission.

Users of the Platform are prohibited from:

• Attempting unauthorised access to systems, accounts or data.
• Using automated tools to scrape content, overload or disrupt the Service.
• Transmitting malicious software or attempting to circumvent security measures.
• Impersonating others or providing misleading information.
• Any use contrary to the Anti-Cyber Crime Law or other Saudi legislation.

The Company reserves the right to take all necessary legal action in respect of any violation.

The Service is provided with reasonable professional care; however, the Platform is provided "as is", without warranty that it will be free from faults, interruption or technical error.

The Company is not liable for any indirect or consequential loss, nor for loss of profit, loss of data, or business interruption.

In all cases, the Company's aggregate liability to the Customer in respect of any Order shall not exceed the value of that Order, subject to the compensation cap set out in Clause 11.

None of the foregoing affects consumer rights conferred by law which may not be contracted out of.

The Company is not liable for any failure or delay in performing its obligations arising from causes beyond its reasonable control, including natural disasters, epidemics, governmental orders, and failure of public utilities or communications networks.

The Company may amend these Terms as required. Amendments are published on this page together with an updated revision date.

Continued use of the Service after publication constitutes acceptance of the amended version. Orders confirmed before an amendment remain governed by the version in force at the time of confirmation.

No provision of this document may be construed so as to forfeit any right conferred on the consumer by the E-Commerce Law, consumer protection legislation, or any other mandatory law in force in the Kingdom.

If any provision is found void for conflicting with a mandatory rule, that provision alone is void and the remaining provisions continue in force.

In addition to contacting us directly, the Customer may submit a complaint to the Ministry of Commerce through its approved channels; acceptance of these Terms is not a waiver of that right.

These Terms are governed by and construed in accordance with the laws in force in the Kingdom of Saudi Arabia.

Any dispute arising from them shall first be pursued amicably within thirty (30) days of notification; failing which, jurisdiction lies with the competent judicial authority in the Kingdom in accordance with the statutory rules of jurisdiction, without prejudice to the consumer's right to resort to the competent authority in their place of residence.

In the event of any discrepancy in interpretation, the Arabic version of this document prevails over the English.

For any enquiry relating to these Terms, contact us at info@lundria.com or through the "Contact" page on the Platform.