Service Policies
Last updated: 4 November 2026
At Dubai Laundry Services, we aim to make every laundry booking, collection, cleaning and delivery straightforward. These Service Policies explain how our bookings work, when our team operates, how we handle your garments and other items, and what to expect if you need to change a booking or raise a concern.
Please read these policies before submitting a pickup request. If you have a question about a particular service or item, contact our customer care team before confirming your order.
1. About Our Service Policies
These policies apply to laundry and related services booked with Dubai Laundry Services, including residential and commercial orders.
They explain our standard operating procedures for bookings, collection and delivery, processing, payments, refunds, item handling and customer concerns. Some services may have additional requirements depending on the item, fabric, condition, treatment or location.
Where a service requires an inspection or an individual quotation, we will explain the relevant price and obtain your approval before proceeding with the additional work.
These policies should be read alongside the information on the relevant service page and our Price List.
2. Booking, Confirmation and Cancellation
Pickup & Booking Policy
Everything you need to know about booking, cancelling, rescheduling and missed laundry pickups. Please review our policy before placing an order.
How to Book
You can easily request a laundry pickup through any of the following options:
- Online: Submit our online pickup form.
- WhatsApp: +971-52-342-91-56.
- Phone: +971-52-342-91-56.
Cancelling a Booking
- Before driver dispatch: You may cancel your booking free of charge.
- After driver dispatch: If the driver has already been dispatched or has arrived at your location, a nominal trip fee may apply if the booking is cancelled, changed or collection cannot take place.
- After collection: Cancellations are not accepted once your items have been collected.
- After cleaning has started: Cancellation is not available once processing has begun, and the applicable service charges remain payable.
Rescheduling a Pickup
Please contact us through WhatsApp or phone with your order number and preferred new time.
- Your first rescheduling request is free if made before the driver is dispatched.
- We request at least two hours’ notice wherever possible.
- If you request a change after the driver has been dispatched or has arrived, a nominal trip fee may apply.
- Further rescheduling requests may also incur a nominal logistics fee and are assessed according to the circumstances.
- Repeated last-minute changes may result in cancellation of the booking.
Missed Pickups
If the driver arrives but cannot collect your items, the following rules apply:
- A first missed pickup may be rescheduled without a fee if the driver has not yet been dispatched for the changed arrangement.
- Where the driver has already been dispatched, the post-dispatch trip-fee rule may apply.
- A second consecutive missed pickup results in cancellation of the order.
- Future bookings following such a cancellation require manual confirmation or prepayment.
Need Help With Your Booking?
Our team is happy to help with pickup changes, cancellations or booking questions.
Chat on WhatsApp Call Us3. Pickup, Delivery and Rescheduling
Pickup & Delivery Schedule
Before We Arrive
Please ensure that:- 01 Someone is available to hand over or receive the items at the agreed location.
- 02 Your phone number and collection or delivery details are accurate.
- 03 Any access instructions are shared with our team in advance.
- 04 You contact us as early as possible if you need to change the arrangements.
Public Holidays & Special Circumstances
Pickup and delivery availability may change during official UAE public holidays or exceptional circumstances. We will communicate relevant changes through our customer communication channels.4. Operating Hours and Turnaround Estimates
Our operating hours
| Operation | Hours |
|---|---|
| Customer support | 9:00 AM–10:00 PM, Monday to Sunday |
| Facility and intake operations | 9:00 AM–10:00 PM, Monday to Sunday |
| Pickup and delivery | 10:00 AM–10:00 PM, Monday to Sunday |
Estimated service turnaround
Our estimated completion times vary by service:
| Service | Estimated turnaround |
|---|---|
| Standalone Ironing / Steam Pressing | 1 operating day |
| Wash & Fold | 24–48 facility operating hours |
| Dry Cleaning | 2–3 operating days |
| Delicates and Formalwear | 2–4 operating days |
| Heavy items — blankets, curtains and loose carpets | 3–5 operating days |
How we calculate turnaround time
For services processed at our facility:
- The turnaround clock runs during facility operating hours, from 9:00 AM to 10:00 PM.
- It pauses overnight while the facility is closed.
- If items arrive after 10:00 PM, their processing time begins at 9:00 AM on the next operating day.
- Saturdays and Sundays count as operating days.
- The clock pauses for the entire calendar day of an official UAE public holiday and resumes on the next operating day.
All turnaround times are estimates, not guaranteed completion times. Actual timing may vary depending on the item, fabric, condition, treatment required, order volume and operational circumstances.
Express and Same-Day services
We also offer Express/Rush and Same-Day laundry options, subject to service availability and operational capacity.
Express / Rush
2–4 hoursEstimated turnaround of 2–4 hours. An additional surcharge applies.
Same-Day
3–12 hoursEstimated turnaround of 3–12 hours. No additional surcharge applies.
Both options are available seven days a week during standard operating hours, subject to driver-route capacity and facility workload.
Express pricing depends on the order and applicable service or item requirements. Our team will explain any surcharge before confirming the order, and we will obtain your approval before processing.
For availability, eligibility and booking details, please contact us through WhatsApp or our Express and Same-Day service information.
5. Customer Preparation and Item Care
To help us handle your items appropriately, please take the following steps before collection:
- ✓ Check and empty all garment pockets.
- ✓ Remove cash, jewellery, electronics and other personal belongings.
- ✓ Inform us about visible stains, previous treatment or known damage.
- ✓ Identify delicate fabrics, special garments and any particular care requirements.
- ✓ Share relevant care-label instructions or treatment preferences.
- ✓ Provide accurate collection, delivery and contact information.
Inspection at facility intake
Our team inspects items at facility intake before the relevant cleaning or pressing process begins.
Where appropriate, we document visible pre-existing damage, unusual conditions and severe stains. If an item's condition or fabric may make the requested treatment unsuitable, we may pause processing and contact you through WhatsApp or phone.
If we determine that an item is unsuitable for the requested service, or you decide not to proceed with the proposed treatment, the item will be returned unserviced without an additional treatment charge.
Items left in pockets
Please check all pockets carefully before handing over your garments.
Objects accidentally left inside pockets, including pens, coins, tissues and lip balms, may leak, melt, break or cause staining and damage during treatment.
If our intake team discovers personal belongings, we will remove them for safekeeping where possible. Everyday objects will generally be returned in a sealed bag with your laundry. For high-value items, our team will contact you to coordinate their return.
6. Stain Treatment, Inspections and Revised Quotations
Standard stain pre-treatment
Basic spot pre-treatment is included in standard Wash & Fold and standard Dry Cleaning services.
Advanced stain treatment
Some stains require additional treatment, specialist products, repeated treatment cycles or more detailed manual work. These services may incur an additional charge.
Before carrying out chargeable additional treatment, we will:
- Explain the proposed treatment where possible.
- Inform you of the additional price.
- Obtain your approval before proceeding.
Revised quotations after inspection
Some items require physical inspection before the final service price can be confirmed.
If the inspection changes the original estimate or quotation, we will pause the work and contact you with the revised price. We will not proceed with the additional work without your approval.
If you decline the revised quotation, the item will be returned unserviced without an additional charge through our standard delivery arrangements.
7. Payments and Refunds
Accepted payment methods
We accept:
- Cash on delivery.
- Visa and Mastercard.
- Payment links, primarily shared through WhatsApp. SMS may be used as a backup where required.
Online prepayment may also be available after your booking request has been logged.
For current service prices, please visit our Price List .
Refunds for card payments
Where a refund is due for a card payment, it will be returned to the original Visa or Mastercard. You may also choose laundry service credits where this option is offered and agreed.
Refunds for Cash on Delivery payments
If a refund is due on an order paid by Cash on Delivery, you may choose between:
- 1 Laundry account credit: The approved refund amount is credited to your customer profile for use against a future order.
- 2 Cash return: If you prefer cash, our customer care team will coordinate the return during a subsequent scheduled pickup or delivery run.
Prepaid cancellations
- ✓ A booking cancelled before driver dispatch receives a full refund.
- ✓ If a booking is cancelled after dispatch and a trip fee applies, that fee will be deducted and the remaining prepaid balance refunded or credited.
8. Lost Property, Complaints and Service Concerns
Personal belongings found in garments
If personal belongings are discovered during intake, our team will remove them where possible.- Everyday objects: These will generally be placed in a sealed bag and returned with your laundry.
- High-value belongings: We will record the item and contact you through WhatsApp or phone to coordinate its return.
- Unclaimed belongings: Items will be held in our facility lost-and-found for up to 30 days. After this period, unclaimed items may be donated to registered UAE charities or safely disposed of, subject to applicable requirements.
Reporting a service concern
If you believe an item is missing or damaged, or you are unhappy with the cleaning result, please contact us through WhatsApp or phone within 24 hours of delivery wherever possible. Prompt reporting helps our team investigate while order and processing information is readily available. This is a request to help us review your concern efficiently, not an automatic rejection deadline. When contacting us, please provide:- Your order number.
- A description of the concern.
- Relevant photographs, if available.
- Any other information that may help us investigate.
Unsatisfactory cleaning and re-cleaning
If you are not satisfied with the cleaning result, you may contact us to request a review. Where our review confirms that a treatable stain was missed or the applicable quality standard was not met, we will arrange re-collection, re-cleaning and redelivery without an additional charge. A further treatment may not be possible if the fabric is too weak to withstand another cleaning cycle or if the stain is permanently set and additional treatment could damage the item. We will explain any relevant limitations.Lost or damaged items
We take care when handling customer belongings. If an item is reported lost or damaged while in our custody, our management team will review the circumstances and investigate the concern. Where available, we may request an original receipt, invoice or other proof of purchase. If proof is unavailable, the assessment may consider the item's brand, fabric, estimated age and condition when received. Depending on the findings and circumstances, possible resolutions may include professional repair, laundry service credits or a financial settlement. Each case is reviewed individually. These procedures do not replace or limit any rights available to customers under applicable UAE law.9. Contact Us and Policy Enquiries
Contact & Customer Support
If you need to cancel a booking, request a reschedule, ask about a quotation, report a service concern or clarify any of these policies, please contact our customer care team.-
WhatsApp: +971-52-342-91-56 — recommended for the quickest response.
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Phone: +971-52-342-91-56.
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Email: dubailaundryinc@gmail.com.