FOLDED (MEDWAY) TERMS & CONDITIONS

Last Revised April 12, 2026

Welcome to the Terms & Conditions (these “Terms”) for the website operated by or on behalf of Folded (Medway) (“Company”, “we”, “us” or “our”). These Terms apply to your access to and use of our website, booking pages, collection and delivery services, and any related content, tools, features and functionality offered by us (collectively, the “Services”).

Please read these Terms carefully, as they include important information about your legal rights. By accessing and/or using the Services, including by placing an order with us, you agree to be bound by these Terms. If you do not understand or agree to these Terms, please do not use the Services.

For purposes of these Terms, “you” and “your” means you as the user of the Services. If you use the Services on behalf of another person, household, company or other entity, then “you” includes you and that person or entity, and you represent and warrant that you are authorised to bind them to these Terms.

1. Who May Use the Services

You must be at least eighteen (18) years of age to use the Services or place an order with us. By using the Services, you represent and warrant that you meet this requirement.

2. Our Services

Folded (Medway) provides a laundry collection, wash, dry, fold and delivery service in selected areas of Medway and surrounding locations.

Our standard service may include:

• collection from your nominated address;

• transportation of your laundry to and from a third-party laundrette or processing facility;

• machine washing;

• tumble drying;

• folding; and

• redelivery to your nominated address.

We may offer additional or upgraded services from time to time, including but not limited to separate wash options, priority turnaround options, ironing, or other add-ons, each of which may be subject to additional charges and conditions.

3. Orders for Services

3.1 Booking

The Services may permit you to place orders for laundry collection and delivery through our website or through any third-party booking platform we use. By placing an order, you agree to provide accurate, current and complete information, including your name, address, contact details, collection information, and any notes or instructions relevant to your laundry.

We reserve the right, with or without prior notice and in our sole discretion, to:

(a) refuse any order;

(b) limit the areas we serve;

(c) cancel, reschedule or decline any booking;

(d) modify, suspend or discontinue any service, offering, or service area.

3.2 Acceptance of Orders

Once we receive your booking, we may send you a confirmation. Your receipt of a booking confirmation does not necessarily mean that we have accepted your order in all respects. We reserve the right to accept or decline any order for any reason, including where we believe a booking falls outside our service area, contains inaccurate information, presents an operational or safety issue, or otherwise cannot be fulfilled.

3.3 Payment

You agree to pay all charges applicable to your booking, including the service price, any additional fees, and any applicable taxes or charges. Payment may be taken at the time of booking or otherwise in accordance with the payment terms displayed at checkout.

Where additional charges arise after collection, including due to reassessment of load size, overfilled bags, undeclared service requirements, or additional processing requirements, you authorise us to request or collect such additional payment before redelivery or as otherwise reasonably required.

4. Loads, Pricing and Assessment

4.1 Load Basis

Our pricing is based on the number of loads selected at booking. Unless otherwise stated, one (1) load is based on one (1) standard laundry bag of ordinary domestic laundry.

4.2 Standard Bag Size

A standard load is intended to reflect a reasonably filled, standard reusable shopping bag or equivalent volume of household laundry. Bags that are significantly overfilled, unusually heavy, tightly packed, or otherwise exceed the standard load size may be reassessed.

4.3 Reassessment of Loads

You acknowledge and agree that final load size is assessed after collection and/or during processing. If, in our reasonable judgment, a bag exceeds the standard load size, includes substantially more laundry than booked, or requires more processing capacity than anticipated, we may:

(a) reclassify the laundry as one or more additional loads;

(b) apply a reasonable surcharge; or

(c) request approval for revised pricing before completing the service.

4.4 Separate Wash and Special Processing

Where you select a separate wash option or request particular separation instructions, additional charges may apply. We reserve the right to determine, acting reasonably, how many loads or wash cycles are required to fulfil the requested level of separation or care.

4.5 Pricing Changes

We may revise or change pricing, availability, descriptions, and service features at any time. Any such changes shall not affect bookings already confirmed unless the scope of the order changes, additional charges arise due to reassessment, or an obvious pricing error has occurred.

5. Collection and Delivery

5.1 Collection Window

You are responsible for ensuring that your laundry is available for collection at the agreed location during the agreed time window. We are not liable for delays or failed collections caused by inaccessibility, incorrect address details, gated access issues, inability to contact you, unsafe conditions, or your absence.

5.2 Missed Collections

If we attend a collection and are unable to collect your order due to your absence, failure to provide access, failure to leave laundry available as agreed, or any issue outside our control, the booking may be treated as a missed collection and may be non-refundable.

5.3 Delivery Windows

We aim to deliver orders within the estimated timeframe shown at booking or communicated to you, but all delivery times are estimates only and not guaranteed. Delivery times may vary due to traffic, weather, laundrette availability, equipment issues, route changes, order volume, or other factors outside our reasonable control.

5.4 Safe Place Deliveries

If you request that laundry be collected from or delivered to a safe place, concierge, neighbour, reception area, or other third party location, you do so at your own risk. We are not responsible for loss, theft or damage occurring after delivery has been made in accordance with your instructions.

6. Cancellations, Rescheduling and Refunds

6.1 Cancellation Policy

Unless otherwise stated at the time of booking, cancellations made within twenty-four (24) hours of the scheduled collection time are non-refundable.

6.2 Rescheduling

We may, in our discretion, allow you to reschedule your booking. Rescheduling within twenty-four (24) hours of collection may be treated as a late cancellation and may be subject to loss of refund or additional fees.

6.3 No-Show or Failed Service Attempts

Where collection or delivery cannot be completed because of your absence, inaccessibility, failure to leave items as agreed, incorrect details, or similar issues, we may treat the order as a no-show or failed service attempt and reserve the right to retain payment or apply additional charges.

6.4 Refunds

Refunds, where applicable, will be processed to the original payment method only. We reserve the right to refuse refunds where the service has been performed, attempted, or materially obstructed by you, or where the issue arises from inaccurate information, undeclared item risks, or circumstances outside our control.

Nothing in these Terms excludes or limits your statutory rights under applicable consumer law.

7. Your Laundry and Your Responsibilities

7.1 Standard Service Assumptions

By using our service, you understand and agree that:

(a) items may be washed together unless you select a separate wash option or clearly instruct otherwise;

(b) items are processed using standard machine washing and tumble drying methods unless agreed otherwise; and

(c) our standard service is intended for ordinary, everyday domestic laundry only.

7.2 You Confirm That

By placing an order, you confirm that:

(a) all items are suitable for machine washing and tumble drying;

(b) all items have accurate care labels;

(c) there are no prohibited items, dangerous items, heavily contaminated items, or items requiring specialist treatment unless disclosed and accepted by us in writing; and

(d) there are no high-value, irreplaceable, luxury, specialist-care, or sentimental items included unless disclosed and expressly accepted by us.

7.3 Pockets and Contents

You are responsible for emptying all pockets and checking all items before collection. We are not liable for damage caused by, or loss of, items left in pockets or within garments, including but not limited to tissues, money, jewellery, electronics, pens, cosmetics, keys, sharp objects, and personal documents.

8. Restricted and Prohibited Items

We may refuse, cancel, or suspend service where laundry includes, or appears to include, any of the following:

• items unsuitable for machine washing or tumble drying;

• items requiring specialist cleaning, restoration, or pressing;

• delicate fabrics, unless expressly accepted by us;

• leather, suede, fur, silk, cashmere, or similar specialist items;

• wedding garments, formalwear, couture or designer garments;

• heavily soiled, biohazardous, contaminated, pest-infested, mould-affected, or hazardous items;

• items containing chemicals, oils, solvents, bodily fluids, needles, sharps, or similar hazardous substances;

• any item which, in our reasonable judgment, presents a health, safety, hygiene, equipment, or reputational risk.

Where prohibited or unsuitable items are identified after collection, we may decline to process them, cancel the affected part of the order, apply a handling fee, or require collection by you.

9. Loss, Damage and Liability

9.1 Reasonable Care

We take reasonable care in handling customer laundry. However, you acknowledge that laundry processing involves inherent risks, including wear, fading, shrinkage, colour transfer, seam stress, fabric degradation, and other outcomes that may occur through ordinary machine washing and tumble drying.

9.2 No Liability for Certain Outcomes

To the fullest extent permitted by law, we are not liable for:

(a) shrinkage, colour run, fading, stretching, bobbling, seam failure, or general wear arising from ordinary washing or drying;

(b) damage caused by incorrect, missing, misleading, or illegible care labels;

(c) damage to items that were unsuitable for the selected service;

(d) pre-existing damage, weak fabric, poor stitching, prior repairs, or age-related deterioration;

(e) damage caused by contents left in pockets or concealed within items;

(f) damage arising from undeclared delicate, high-value, specialist or prohibited items.

9.3 Limitation of Liability

Where we are found liable for loss or damage, our liability shall be limited to the lower of:

(a) a reasonable compensation amount reflecting the item’s age, condition, and current value; or

(b) the amount paid by you for the affected service.

We do not accept liability for indirect, special, incidental, or consequential losses, including loss of profit, loss of business, emotional distress, inconvenience, or loss of opportunity.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

9.4 Claims Window

Any claim for loss, damage or service issue must be raised with us within a reasonable time and, in any event, no later than forty-eight (48) hours after delivery of the relevant order. Claims raised later may be refused where delay makes investigation impracticable or unfair.

10. Third-Party Laundrette and Processing Facilities

You acknowledge and agree that we may use third-party laundrettes, washing facilities, drying facilities, couriers, software providers, and other third-party service providers as part of the Services. We are not responsible for the independent acts or omissions of third parties except to the extent required by law.

11. Detergents, Allergies and Preferences

We may use standard commercial detergents, fabric conditioners, and laundry products unless you expressly request otherwise and we agree to such request. We do not guarantee fragrance-free, allergen-free, sensitive skin, or hypoallergenic processing unless explicitly agreed in advance. You are responsible for notifying us of any allergies, sensitivities or restrictions before booking.

12. Service Area

Our services are only available in the areas we specify. We may reject, cancel or reschedule bookings outside our service area. We reserve the right to change or limit our service areas at any time.

13. Website Use

13.1 Right to Use

We permit you to use our website for your personal, non-commercial use only, provided that you comply with these Terms.

13.2 Restrictions

You may not:

(a) copy, reproduce, distribute, republish or commercially exploit any content on our website without our permission;

(b) interfere with the operation or security of the website;

(c) use bots, scraping tools or automated tools to extract data from the website;

(d) misuse the website for unlawful, abusive, fraudulent or harmful purposes.

14. Intellectual Property

All content on our website, including text, logos, graphics, design, images, layout, and branding, is owned by us or licensed to us and is protected by intellectual property laws. Nothing in these Terms grants you any ownership rights in our content, website or branding.

15. Promotional Offers and Discount Codes

We may offer promotional codes, discounts, referral offers, or similar promotions from time to time. Such offers are subject to any additional terms we specify. Unless expressly stated otherwise:

• promotions cannot be combined;

• promotions are valid only for the intended recipient or purpose;

• promotions may be changed, suspended, withdrawn or refused at any time;

• promotions are not redeemable for cash.

16. Privacy

We will process personal information in accordance with our Privacy Policy. By using the Services, you acknowledge that we may collect, use, store and process your information for the purpose of providing the Services, managing bookings, processing payments, communicating with you, and operating our business.

17. Disclaimers

To the fullest extent permitted by law, the Services are provided on an “as is” and “as available” basis. We do not warrant that the Services will be uninterrupted, error-free, always available, or suitable for every purpose. We disclaim all implied warranties to the extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

18. Indemnity

You agree to indemnify and hold harmless Folded (Medway), its owners, operators, contractors and representatives from and against any claims, losses, liabilities, damages, costs and expenses arising out of or in connection with:

(a) your breach of these Terms;

(b) your misuse of the Services;

(c) your inclusion of prohibited, hazardous, undeclared, delicate or unsuitable items in your order;

(d) your negligence, misrepresentation, or failure to comply with your responsibilities under these Terms.

19. Suspension and Termination

We reserve the right to suspend, refuse or terminate your access to the Services at any time, with or without notice, if:

(a) you breach these Terms;

(b) you misuse the Services;

(c) we reasonably believe that continuing to provide the Services would create risk, loss, harm or operational difficulty; or

(d) we choose to discontinue or modify part or all of the Services.

20. Changes to These Terms

We may update or modify these Terms from time to time. Where we do so, we will update the “Last Revised” date above. Your continued use of the Services after any updated Terms are posted constitutes your acceptance of those updated Terms.

21. Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Terms, except where applicable law provides otherwise.