General Terms and Conditions
1. Introduction
Below you will find our General Terms and Conditions. They contain important information for you as a Customer and always apply when you use our Services through the App, the Website or through Customer Service. Please read the General Terms and Conditions carefully. We recommend that you save these terms and conditions so that you can refer to them at a later time.
2. Definitions
dobbi: the private company with limited liability Clean Clothes B.V., established in Hilversum and registered with the Chamber of Commerce under registration number 70098778, trading under the name, among others, dobbi.
App: the mobile app of dobbi, downloadable from the Apple Store or from Google Play.
Customer: the natural person or legal entity, whether or not acting in the exercise of a profession or company, who enters into an Agreement with dobbi and/or has registered via the App, the Website, or via the Customer Service.
Agreement: any written understanding or agreement between dobbi and the Customer, of which these General Terms and Conditions form an integral part.
Services: the textile and dry cleaning services in the broadest sense of the word, offered by dobbi to companies and consumers.
Items: the items to which the Services apply, such as clothing and other textiles to be treated.
General Terms and Conditions: the present general terms and conditions.
Customer Service: the customer service of dobbi, reachable between 8:00 am and 10:00 pm (Mon – Fri) and on Saturday from 9:00 am – 9:00 pm via the e-mail address: info@dobbi.com and via telephone number +31 85-01 875 40 Website: the website of dobbi with the domain name www.dobbi.com.
3. Applicability of the General Terms and Conditions
1 Only the General Terms and Conditions apply on all online and offline offers, Agreements and Services of dobbi. Other general terms and conditions of the Customer do not apply to an Agreement.
4. Prices and Payment
1 All prices for Services mentioned on the App, Website and other materials originating from dobbi, such as flyers, are inclusive of 21% VAT.
2 Prices depend on the number of Items sent by the Customer to which the Services apply. Once it is clear how many Items or washing weight are covered by the Services to be provided, dobbi will inform the Customer via the App, the Website, email or Customer Service of the total price, including VAT and shipping costs (if applicable). Before concluding the Agreement, the Customer can see what the specific prices are of the Services per Item and the associated shipping costs.
3 We offer free pick up & delivery for all orders exceeding € 24,95. Order values under € 24,95 will automatically be changed to € 24,95,
4 The content of the App and Website has been compiled with the greatest care. However, dobbi cannot guarantee that all information on the App and Website is correct and complete at all times. All prices and other information on the App, Website and other materials originating from dobbi are therefore subject to programming and obvious typing errors.
5 Customer must make payments to dobbi according to the payment methods indicated on the App or Website. dobbi is free to choose the offered payment methods and these can also change from time to time. Payment is always made before the return delivery of the Items.
6 If the Customer fails to fulfil their payment obligation(s) on time, after dobbi has informed the Customer thereof and has granted the Customer a period of 14 days to fulfil their payment obligations, the Customer shall owe the statutory interest on the amount due after the failure to pay within this 14-day period, and dobbi shall be entitled to charge the extrajudicial collection costs incurred.
7 For the transport of the orders, green dobbi laundry bags and clothing covers are used. You’ll be charged a deposit of €3.95 per bag and/or cover. If you no longer want to make use of the service and want to return the bags or covers, you can send them to Clean Clothes BV, Joop van den Endeplein 1, 1217 WJ Hilversum.
5. Conclusion of the Agreement
1 The Agreement is concluded when the Customer accepts the offer of dobbi’s Services via the App, Website or Customer Service and the compliance with the conditions set by dobbi.
2 The Customer accepts dobbi’s offer via the App, Website or Customer Service by confirming an order for Services.
3 The Customer may only amend or dissolve the Agreement if this has been notified to the Customer Service during office hours at least 8 hours before the Items are collected. If such notification is made too late (i.e. less than 8 hours before the Items are collected) by the Customer to the Customer Service, the Customer will have to pay dobbi an amount of EUR 10.
4 If it appears that incorrect (address) information was provided by the Customer before or during the conclusion of the Agreement, dobbi is entitled to fulfil its obligation only after the correct information has been received. The Customer is obliged to inform the Customer Service about these errors immediately, but no later than 8 hours prior to the collection of the Items.
5 If it appears that dobbi is unable or unwilling to perform an Agreement for any reason whatsoever, it will inform the Customer as soon as possible. The Agreement will then be dissolved, and any advance payments will be refunded to the Customer.
6. Registration via de App, Website or Customer Service
1 To make optimal use of the Services, the Customer must first register via the App, Website or Customer Service by verifying their telephone number and/or e-mail address.
2 After the Agreement has been concluded, the Customer has the option of creating a user name and password that allows them to log into the App or the Website. The Customer is responsible for choosing a sufficiently reliable password.
3 The Customer must keep their login details, user name and password strictly confidential. dobbi is not liable for misuse of the login details and may always assume that a Customer who places an order is actually that Customer. Everything that happens through the Customer’s account is the responsibility and risk of the Customer.
4 If the Customer knows or suspects that their login details have fallen into the hands of unauthorised persons, they must change their password and/or inform dobbi thereof as soon as possible, so that dobbi can take appropriate measures.
7. Execution of the Agreement
1 As soon as dobbi has received the order to perform Services, the logistics process with regard to the Services takes effect. In other words: dobbi sends a laundry bag for the first order by post to the Customer who must place the Items (separated of any loose parts, such as pens, pins, etc.) in this laundry bag. dobbi then collects the laundry bag containing the Items from the Customer and provides the Services within the agreed period. Finally, dobbi delivers the Items back to the Customer together with this laundry bag.
2 dobbi is entitled to engage third parties in the performance of the obligations arising from the Agreement.
3 dobbi performs the Services with its utmost care and will always perform the Services in accordance with the washing label, with the exception of washing & folding orders (see Article 10.12). dobbi has an explicit best efforts obligation to perform the Services as well as possible as may be expected on the basis of the Agreement. However, dobbi does not enter into a performance obligation on the basis of the Services.
4 dobbi uses the tagging of Items before the Services are performed. The subsequent removal of these tags by the Customer is at the Customer’s sole risk.
5 If dobbi is unable to perform the Services within the agreed period for whatever reason, it shall inform the Customer as soon as possible. Together with the Customer, dobbi will agree on a new delivery date.
6 The Customer must inspect the returned Items after the Services have been performed and report any defects to the Customer Service by e-mail within 48 hours of receipt at the latest. See the Article regarding warranty and conformity.
7 As soon as the Items have been delivered back to the specified delivery address of the Customer, the risk, concerning these Items, is transferred back to the Customer.
8 The Customer is entitled to use the App, Website or Customer Service to provide a different collection or receipt address than the actual address of the Customer. All risks associated with this are the sole responsibility of the Customer.
9 If the Customer or the designated third party is not present at the time of the planned return of the Items, the Customer Service will contact the Customer. A second appointment will then be made for the return of the Items. If the Customer is then again not present, an amount of EUR 10,- will be charged and a third appointment will be made.
10 If the Customer cannot arrange for an Item to be returned within 90 days of the scheduled delivery date, dobbi has the right to destroy or donate the Item in question to a charity.
8. Warranty and conformity
1 dobbi guarantees that the Services comply with the Agreement, the specifications for the Services stated in the offer, the requirements set by the trade association NETEX (see www.netex.nl), the reasonable requirements for the soundness of the Services and the statutory provisions and/or government regulations existing on the date of the conclusion of the Agreement.
2 If the Services do not comply with the Agreement, the Customer must notify dobbi within 48 hours of receipt of the Items via the Customer Service in writing and with the addition of photographs of the Items concerned.
3 If dobbi considers the complaint to be well-founded, the Services will be performed again free of charge or the relevant Items will be repaired, replaced or reimbursed after consultation with the Customer. The maximum compensation is, with due observance of the Article regarding liability, equal to 10 times the standard cleaning costs per Item to which damage has been caused.
9. Complaints procedure
1 If the Customer has a complaint about the Services (in accordance with the Article regarding warranty and conformity), they may submit a complaint to dobbi by telephone, e-mail or post. See the contact details at the bottom of the General Terms and Conditions.
2 dobbi will respond to the Customer’s complaint as soon as possible, but in any case within 2 working days of receipt of the complaint. If it is not yet possible to give a substantive or definitive response, dobbi shall confirm the complaint within 2 days of receipt of the complaint and give an indication of the period within which it expects to give a substantive or definitive response to the Customer’s complaint.
10. Liability
1 dobbi’s total liability towards the Customer for any attributable failure to perform the Agreement is limited to a maximum of ten times the standard amount (including VAT) per Item to which the Services apply.
2 dobbi’s liability towards the Customer for indirect damage, including in any case – but explicitly not exclusively – consequential damage, loss of profit, lost savings, loss of data and damage due to business interruption, is excluded at all times.
3 However, the restrictions mentioned in this Article shall lapse if and insofar as the damage is the result of intent or gross negligence on the part of dobbi.
4 dobbi’s liability towards the Customer due to attributable failure to perform an Agreement shall only arise if the Customer immediately and properly gives dobbi notice of default in writing (and by registered letter), stating a reasonable period in which to remedy the failure, and if dobbi continues to fail to perform its obligations and becomes in default even after that period. The notice of default must describe the shortcoming as detailed as possible, so that dobbi is able to respond adequately.
5 A condition for any right to compensation is always that the Customer reports the damage to dobbi’s Customer Service in writing as soon as possible, but no later than 48 hours after it has arisen.
6 In the event of force majeure, dobbi shall not be obliged to compensate the Customer for any damage caused as a result.
7 dobbi shall never be liable for any damage resulting from incomplete or incorrect information provided by the Customer.
8 dobbi is never liable for loss of items (including but not limited to sums of money, jewellery and other valuable items) that were in the Items before they were sent to dobbi.
9 dobbi is never liable for colour loss or stretching or shrinkage of Items.
10 dobbi shall never be liable for damage suffered on Items that do not have a proper wash label.
11 dobbi is never liable for any damage to and by buttons, zippers, decorations, etcetera of Items.
12 dobbi is never liable for damage to and/or shrinkage of all types of curtains (5-7% shrinkage can occur). Due to the effect of sunlight, wear and tear and daily use, curtains can be damaged which only is only discovered at the Services.
13 Wash & Fold orders:
13.1 Washing & Folding Items are not tagged individually, but per order, so dobbi is never liable for missing individual items.
13.2 All Items are washed at 30 degrees and dried at medium temperature. Due to the high volume of orders it is not possible to take into account personal preferences or instructions, unless expressly agreed otherwise.
13.3 dobbi is never liable for any damage caused by washing and/or drying Items, because orders are washed per load and the individual wash labels are not checked.
13.4 The Washing & Folding order will not contain shirts, blouses or Items that need to be steamed. If they are present, these items will be added individually and calculated according to the individual price.
11. Personal data
1 dobbi processes the personal data of the Customer in accordance with the privacy statement published on the App and website.
12. Final provisions
1 These General Terms and Conditions and the Agreement are exclusively governed by Dutch law.
2 Insofar as not otherwise prescribed by mandatory rules of law, all disputes that may arise in connection with the Agreement shall be submitted to the competent Dutch court in the district where dobbi has its registered office.
3 If any provision of these General Terms and Conditions proves to be null and void, this shall not affect the validity of the remaining provisions of these General Terms and Conditions. In that case, the parties will adopt (a) new provision(s) to replace the original provision(s), which will give shape to the intention of the original provision as much as legally possible.
4 “In writing” in these General Terms and Conditions shall also be understood to mean communication by e-mail or via the App, provided that the identity of the sender and the integrity of the e-mail and the registration via the App are sufficiently established.
5 These General Terms and Conditions may be amended by dobbi from time to time. If the General Terms and Conditions are changed, you will always receive a notification from us via the App.
13.Contact details
If you have any questions, complaints or remarks after reading these General Terms and Conditions, please feel free to contact us in writing or by e-mail.
Clean Clothes B.V., t/a dobbi
Joop van den Endeplein 1
1217 WJ Hilversum
telephone number: +31 85 0187541
e-mail: info@dobbi.com
Chamber of Commerce number: 70098778
VAT number: 858140901B01
