Terms and Conditions

1. Who we are

Prezr is a garment care service operated by Prezr Private Limited from Cotton Hill Road, Thiruvananthapuram. When you book a collection, drop clothes at our counter, or hand a bag to one of our delivery executives, you are agreeing to these terms.

2. What we do

Laundry charged by weight, steam pressing, dry cleaning and soft wash, saree and traditional wear dry cleaning, home and bedding cleaning, and shoe, bag and accessory care. Saree darning and dyeing are arranged through a specialist partner and accepted in bulk only.

3. Prices

Our published rates are on the price list and include applicable taxes.
If a garment needs work beyond what you booked, we will tell you the revised price and wait for you to agree before starting. We will not add a charge afterwards.
Payment is by cash, UPI or bank transfer.

4. Collection and delivery

Collection and delivery run between 7am and 9am, daily except Sunday.
Book by 8pm the night before to go on the next morning's round.
Standard turnaround is three days: collection and tagging on day one, cleaning on day two, delivery on day three. We are closed on Sunday and it is not counted, so an order collected on a Saturday morning is returned on Tuesday morning.
Express turnaround returns the order the morning after collection and is charged at 50% in addition to the standard rate for that order. Express is not available on shoes, bags or other hand-finished work, or on garments that cannot be tumble dried or that require starching and sun drying, because those depend on the weather. We will tell you at booking if what you are sending is not eligible.
Collection and delivery are charged by distance and are free above an order value that rises with it, from ₹60 the round trip and free over ₹299 within 3 km, to ₹200 and free over ₹999 at 10 km. Every band is published on the rate card, and the full detail is in the pickup and delivery policy.
Delivery times can be affected by things outside our reasonable control, including power failures, staff absence through illness, and unusually high order volumes. Where your delivery is likely to be late we will tell you in advance and give you a revised time, rather than leaving you waiting at the window.

5. Inspection and care labels

We check garments when we receive them. Where we can see existing damage, a weak seam or a set stain, we will tell you before we begin.
We follow the care label. Where a label is missing, cut out or wrong, we use our judgement and treat the garment conservatively.
Some stains cannot be removed without damaging the fabric. We will not take that risk without asking you first, and we would rather return a garment clean but marked than ruined.
Please empty pockets before handing anything over. We check as well, but we cannot accept responsibility for items left in clothing.

6. Missing items, cleaning issues and damage

We count and recount garments at several stages of the process, which is how most of these problems are caught before they reach you. When one does reach you, tell us quickly, because what we can establish about a garment falls away fast once it has been worn or washed again.

Something missing: tell us the same day or the day after delivery, and within two days at the latest.
Not cleaned properly: tell us within four days of delivery, with the garment still folded as we returned it and the fold marks intact.
Damage: tell us straight away and return the item exactly as you received it. Please do not re-clean, re-iron, repair or alter it first, because once it has been worked on again we cannot tell what happened to it here and what happened afterwards.

Where the fault is ours we will put it right. You can choose a re-clean at no charge, a refund of what you paid, or compensation for the item.

Declaring a valuable item

Most garments are worth roughly what you would expect. Some are worth far more than the cleaning charge, and for those the fair thing is to agree cover in advance rather than argue about it afterwards.

If an item is worth more than ₹10,000, tell us its value when you hand it over and we will record it and confirm cover in writing before we accept it.
Where we have accepted a declared value, that is the amount we will compensate you for if the item is lost or damaged beyond repair through our fault.
Where no value is declared, compensation is assessed on the item's actual value at the time, allowing for its age and condition.
We may decline to accept an item if we do not think we can clean it safely. Saying no is part of the service.

We do not limit our liability to a multiple of the cleaning charge. Nothing in these terms restricts your rights under the Consumer Protection Act, 2019, or our obligations as a bailee under the Indian Contract Act, 1872.

What we are not responsible for

Normal wear, ageing, fading and weakening of fabric over time.
Damage that follows directly from a missing, incorrect or removed care label.
Items left in pockets.
Items left unclaimed for more than 90 days, after we have tried to contact you on the number you gave us at least twice.

7. Raising a problem

Tell us inside the windows in section 6, on WhatsApp, by phone or by email. Photos help. The refund policy sets out what happens next and how long it takes.

8. Cancellation

Cancel or reschedule free of charge up to 8pm the night before collection.
If our delivery executive has already reached you, a small call-out fee may apply.
Once cleaning has started, an order cannot be cancelled.

9. Your information

We collect your name, number, address and order details to run the service. What we do with them, how long we keep them and how to have them deleted is set out in our privacy policy.

10. Changes to these terms

We may update these terms. The version that applies to your order is the one published on this page when you placed it, and the date at the top of this page tells you when it last changed.

11. Governing law

These terms are governed by the laws of India. Disputes are subject to the courts of Thiruvananthapuram, Kerala. This does not affect your right to bring a consumer complaint before the appropriate consumer commission.

How to reach us

Prezr Private Limited
1st Floor, Zion Tower, Cotton Hill Road, Opposite ICICI Mutual Fund, above MS Paints
Thiruvananthapuram, Kerala 695010

Phone +91 88911 54111
WhatsApp +91 88912 54111
Email support@prezr.com