Terms & Conditions
When you visit the Johnson Cleaners website you are subject to our Website Terms & Conditions. We recommend you read these prior to undertaking any activity on the site such as submitting personal data and or making an online transaction within the site.
In addition, we also include clear statements with regards to the following:
1.1 This website is wholly owned and operated by:
Johnson Cleaners UK Limited (JCUK)
Timpson House, Claverton Road, Wythenshawe, M23 9TT
1.2 All website content is owned exclusively by JCUK and any reproducing, transmitting, publishing, and distribution without express permission from JCUK is forbidden.
2. PRIORITY CLUB ONLINE TRANSACTION
2.1 Any transactions made through our website are subject to our acceptance.
2.2 When signing up for or renewing your Priority Club Membership you will receive a confirmation e-mail (keep this safe). We will approve your debit/credit card or direct debit payment in real time and then your card will be issued within 5-7 working days.
2.3 Consumers have a cooling off period in which they can withdraw from the contract for any reason. The cooling off period begins as soon as the order has been made. In the case of Priority Club membership, it ends seven working days after payment has been made. Where consumers notify JCUK in writing or another durable medium that they wish to cancel the contract, they must be refunded within 30 days all money paid. Should you have any queries regarding your order, please contact Customer Services via the website contact us page.
3. PRIORITY CLUB ONLINE PAYMENT
3.1 Priority Club membership prices shown on our website are inclusive of VAT.
3.2 JCUK endeavours to ensure the website accuracy in relation to services and pricing. However, we accept errors may occur. If such an error occurs JCUK reserves the right to contact you prior to order completion to update the price. You may then either cancel your order or re-confirm it based on the correct information.
3.3 Please be aware prices to join Priority Club vary dependent on region.
4. PRIORITY CLUB MEMBERSHIP CARDS DELIVERY
4.1 Whilst we make every effort to deliver your Priority Club Membership cards within 5-7 working days, we cannot guarantee delivery or accept liability for deliveries made outside this timescale. If you want to use the Priority Club prior to the arrival of your Priority Club Membership cards, simply print off your confirmation e-mail and show it in store.
We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed delivery of the card.
5. PRIORITY CLUB MEMBERSHIP
5.1 For full Priority Club terms & conditions please click here.
7. COPYRIGHT/ INTELLECTUAL PROPERTY
7.1 By using the site you acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain with JCUK.
7.2 You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download content (via page cache) for the purpose of using this website.
8.1 Use of the site is subject to English Law. Priority Club Memberships are only available within mainland UK. Overseas orders will not be accepted.
8.2 Liability for any claim for loss or damage shall be limited to the sum paid by you for the services provided.
8.3 We may assign or transfer any of our rights or sub contract any of our obligations under these terms and conditions to any third party. These include data processing, marketing activity such as SMS/E-mail broadcast and Direct Mail distribution.
8.4 JCUK without notice reserves the right to amends these terms and conditions from time to time and any such changes will be communicated on our website.
8.5 From time to time there may be links to carefully selected third party websites which we believe may be of interest to you. However, we have no control over the content of these websites nor can we be liable in respect of anything contained on these websites.
8.6 Textile Services Association advise that should there be a problem with a garment following cleaning it should be returned to the Johnson Cleaners branch within 3 months of the date of cleaning.
8.7 JCUK without notice reserves the right to amend our prices from time to time.
9. CODE OF PRACTICE
JOHNSONS THE CLEANERS ENDEAVOUR TO ENSURE ALL ITEMS IN OUR CARE ARE TREATED WITH EXPERT CARE AND ATTENTION TO ACHIEVE THE BEST POSSIBLE RESULTS.
In the rare event of loss or damage to an item, Johnsons the Cleaners pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item.
As a member of the Textile Services Association Ltd we undertake not to restrict our liability under the general law and shall so far as is reasonably practicable.
9.1 Handle all clothes, linens, furnishings and other items accepted by us for processing with proper and due care and attention.
9.2 Investigate any complaint promptly and, if requested, reprocess, free of charge, any article which is unsatisfactory due to fault on our part.
9.3 Pay fair compensation for loss or damage due to negligence on our part.
9.4 Train our staff to be competent, courteous and helpful at all times.
9.5 Keep our shops, vans, containers and premises clean and tidy.
9.6 Maintain the highest possible standard of quality and service consistent with the price charged.
9.7 Display in shop premises a list of prices for standard articles.
9.8 Have all orders ready or delivered at the time stated, unless prevented by exceptional circumstances.
9.9 In the event of a dispute which requires arbitration, abide by an independent report carried out by a competent, test house recommended by our trade association, the TSA, on a 'loser pays' basis.
10. Complaints Procedure
In the event of a customer complaint relating to the service received, we encourage customers to follow the process outlined below, which Johnsons the Cleaners employees will endeavour to adhere to at all times. This procedure relates to all Johnsons the Cleaners UK customers and all Waitrose in association with Johnsons the Cleaners customers.
10.1 Please raise any concerns you may have immediately to give us the best possible chance to resolve any issues or concerns raised. The Textile Services Association advise that, should there be a problem with a garment following cleaning, it should be returned to the point of deposit within 3 months of the date of cleaning, with the relevant cleaning tickets still attached (these are usually attached to the care label).
10.2 Wherever possible, a senior member of staff will investigate any complaint promptly and work hard to find a resolution at the point of complaint.
10.3 Johnsons the Cleaners will reprocess, free of charge, any article whereby the customer feels the cleaning process is unsatisfactory.
10.4 Should your complaint not be able to be resolved within branch or hub branch, it will be referred to our Customer Service Team.
10.5 In the event of damage, where we are unable to determine the cause of damage, your garment or item may be sent for internal testing. We aim to analyse such items within 2 weeks and we will contact you with our findings.
10.6 In the event of a dispute which requires arbitration, we will agree to abide by the findings of an independent report carried out by a competent test house recommended by our trade association, the T.S.A.
10.7 In the event of loss or damage to an item that is unable to be resolved satisfactorily, Johnsons the Cleaners will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
10.8 In order to process a claim you will need to provide the age of item and proof of purchase. If no proof of purchase is available, investigation will take place to verify price, age and value. This information is usually available online or from clothing manufacturers and retailers. However in exceptional circumstances if this cannot be arrived at, compensation may be reasonably restricted to £100.
10.9 We aim to complete any compensation claim within a 10 working day period. However, this may be extended should further information be required to satisfy the claim.
10.10 Any complaints rising from our e-commerce service should be discussed with a member of our Customer Service Team who will adhere to our complaints procedure as outlined above to resolve your issue.
11. Escalation Procedure
11.1 In the unlikely event that your complaint cannot be resolved in the first instance with our branch teams or our Customer Service team, your complaint will be escalated to our Head of Customer Services.
11.1 Our Head of Customer Service will discuss with any members of the JCUK board wherever necessary and respond to your complaint on behalf of the organisation.
11.3 In the event that you still remain unsatisfied you will be referred to the Textiles Services Association Limited. The T.S.A Customer Advisory Service is able to help resolve disputes that arise between members of the association and customers.
12. JOHNSONS BRIDAL
The following relate only to Johnsons Bridal Online Service. For Johnsons Bridal Voucher terms and conditions please see section 13.
12.1 Standard service time for our bridal gown cleaning and preseveration service is 3 weeks. However, prior to cleaning the dress will be inspected against the style type selected. In the case of a clear discrepancy our Customer Care team will contact you to discuss any payment variance or the return of your dress. In the circumstances that additional charges occur, the customer will need to approve these charges consequently standard service time is increased proportionately.
12.2 JOHNSON CLEANERS ENDEVOUR TO ENSURE ALL ITEMS IN OUR CARE ARE TREATED WITH EXPERT CARE AND ATTENTION TO ACHEIEVE THE BEST POSSIBLE RESULTS.
In the rare event of loss or damage to an item, Johnson Cleaners pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association. It is mandatory to enter the value of your gown when ordering the cleaning and preservation service. In the event the declared purchase price of the dress is more than the actual purchase price as per the proof of purchase, the actual purchase price will override for the purposes of compensation. Compensation will be proportionate to the value entered in line with Fair Compensation Guidelines. Proof of purchase must be provided for the purposes of compensation.
12.3 Johnson Cleaners Priority Club discount cannot be applied to Johnsons Bridal services.
12.4 Wedding gowns are designed to be ones off special occasion items. They are cleaned in a gentle process, but the age, storage conditions, nature of the marks and the construction of the fabric influence the removal of the marks. In spite of the gentle cleaning process used, beads and trims are occasionally loosened by the process and can fall off. Cleaning can sometimes highlight mark or damage not noticeable prior to cleaning.
12.4.1 We cannot identify all such problems listed in section 9.3 before cleaning but will take the up most care to minimise them.
12.5 Collection and deliveries for this service are through our courier partner GeoPost (Interlink). Collection and delivery slots are Monday - Friday, 9am-5pm only. Weekends and bank holidays are excluded. Delivery restrictions apply. All services are limited to mainland Scotland, England and Wales. Customers on the mainland of the Scottish Highlands (postcodes AB31-AB55, PH15-PH18, G83, IV(all), KW0-KW14, PH19-PH31, PH34-PH40, PH49-PH50) can use services available in their area, however service times will be extended due to extended delivery times through Interlink in these areas.
12.6 Our courier service will only attempt collection twice, if both collections are missed, the customer must contact DPD directly to arrange the collection.
12.7 Johnson Cleaners can ONLY deliver the item back to where it was collected from, delivery restrictions apply.
The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item.
13. ONLINE ORDERING
13.1 These terms and conditions apply to online ordering services, excluding Johnsons Bridal, which has terms and conditions specific to that service. They do not cover in-branch services provided by Johnson Cleaners UK Ltd.
13.2 All transactions made through our website are subject to our acceptance.
13.3 Item prices shown on the online ordering section of the website are inclusive of VAT.
13.4 Minimum order value for online ordering is £30.00. This does not include additional items such as Priority Club membership or delivery charge.
13.5 We reserve the right to limit the locations where all or selected online ordering services are available. No services are available outside of mainland Scotland, England and Wales.
13.6 Collection and deliveries for this service are through our courier partner GeoPost (Interlink). Collection and delivery slots are Monday - Friday, 9am-5pm only. Weekends and bank holidays are excluded. Delivery restrictions apply. All services are limited to mainland Scotland, England and Wales. Customers on the mainland of the Scottish Highlands (postcodes AB31-AB55, PH15-PH18, G83, IV(all), KW0-KW14, PH19-PH31, PH34-PH40, PH49-PH50) can use services available in their area, however service times will be extended due to extended delivery times through Interlink in these areas.
13.7 All orders will be collected by our courier and placed in a special container to protect them during transit. All orders must fit into one or more 50x68x27 cm containers. We reserve the right to refuse items that cannot fit into a container of this size, please ensure that your item will fit before placing your order, otherwise your item will not be collected but you may still be charged for the courier's journey.
13.8 The delivery charge will usually be £6. However, if the size and type of items in your order will require multiple parcels, you will be charged £10 due to increased courier costs. This charge is clearly displayed on the Order Summary page before you proceed to payment.
13.9 Your order will automatically be returned to your collection address.
13.10 Please note that any packaging you use to send us your items will not be delivered back to you.
13.11 Prior to cleaning your items will be inspected against your order form. In the case of a clear discrepancy our Customer Care team will contact you to discuss any payment variance or the return of your items.
13.12 We will treat any marks highlighted and discovered during inspection using proven cleaning processes, materials and our expertise to achieve the best results possible. However, we cannot guarantee that all stains can be completely removed from all fabric types.
13.13 Service times vary by item. While many items can be returned in one week, longer services times will apply for specialist services such as suedes, leathers and rugs. Your full order will be returned in one delivery. If your order includes an item with a longer service time your estimated delivery date will take this into account. The estimated delivery date is clearly shown on the order summary page, before you proceed to payment.
13.14 Estimated delivery dates are an estimate. Items which require extra treatment, for example due to difficult to remove marks, delicate or unusual fabrics, may require longer to care for. You will be notified once your order is cleaned and will be advised of the actual delivery date.
13.15 The price for small curtains is based on 55in x 46in. Medium Curtains; 72in x 66in and Large curtains; 99in x 99in.
13.16 The Priority Club Curtain Deals refer to up to large, £35; 99” x99” and extra-large, £50; 138” x 138”.
13.17 When ordering laundry bags please note that coloured and white items must be supplied in separate bags. Remember to check all care instructions as we are unable to take responsibility for items that are 'dry clean only', 'hand wash only' or 'non tumble dry'.
13.18 We do not accept memory foam mattress toppers
14. Johnsons Bridal Voucher
The Johnsons Bridal Vouchers are supplied by Johnson Cleaners.
14.1 When you (the Purchaser) place an order for a voucher or purchase a voucher and Johnson Cleaners accept it, a legally binding contract is made. These terms and conditions do not affect your statutory rights as a consumer.
14.2 The Johnsons Bridal service redeemable online only through johnsonsbridal.com. The gift card can only be redeemed once. The unique gift card number will wipe the cost of a dress clean and standard delivery only on Johnsons Bridal. Dresses with a value of £2,500 or more will incur an additional cost, and express delivery will also incur a £25 fee. The gift is valid for 12 months from purchase and for 6 months once activated. No discount can be applied to the purchase price.
14.3 Purchases must be made with payment by, cheque, debit or credit card; or cash. The purchase of a Bridal Voucher Pack implies acceptance the following conditions.
14.4 If the order is placed online we will send your vouchers by secure post or courier. We will endeavour to deliver the Bridal Voucher Pack within 7 working days from acceptance of your order, but time of delivery will not be of the essence and we will not be liable for any delay in delivery or losses arising from such delay.
14.5 Upon delivery, you must examine the Bridal Voucher Pack and give immediate written notice to us of any damage, defect or shortage.
14.6 If payment is not received (e.g. cheques are dishonoured, credit card payments are charged back or accounts remain unpaid at despatch) the voucher will become void and must not be used.
14.7 You must not reproduce in any form the vouchers, or anything deceptively similar to it.
14.8 If an order cannot be fulfilled for any reason, Johnson Cleaners will promptly refund all monies.
14.9 Vouchers cannot be replaced if lost, stolen or damaged.
14.10 The date to which each Bridal Voucher Pack is valid is 6 months after activation or a year after purchase. The Bridal Voucher Pack cannot be used after this date and the value of the Bridal Voucher Pack will 0.
14.11 The Bridal Voucher Pack can be refunded or exchanged within the first 28 days of purchase to the purchaser if the gift card has not been activated, and the purchaser presents the receipt as proof of purchase. The refund will be credited via the original payment method. On exchange if an intended purchase or service is for a higher amount than the face value of the voucher, the difference can be made up with cash. If a purchase is for a lower amount, no change can be given. Vouchers cannot be used in conjunction with any special promotions, discounts, coupons or cards.
14.12 Johnsons Bridal Gift Vouchers which have not been activated but are still valid can be exchanged for a variety of goods or services which may vary from time to time. The card is not a cheque guarantee, credit, store or charge card. The card cannot be exchanged for cash.
14.13 We reserve the right to amend the terms and conditions or discontinue the card at any time. This does not affect your statutory rights.