Terms Of Service

Please be sure to read, and make sure You understand, Our Terms prior to using the Platforms and placing an Order with Tumble.
By using Our Platforms (for example www.tumble.sg), You agree to be bound by the Terms.

Nobody likes to read through the Terms of Service. We did Our best to organise the information into bite-sized chunks so that it will be easier for You to find the answers You need.

Here are some key sections You might want to skip to:

3. Cancelling or Rescheduling Your Order
6. Services Standards
9. Our Liability to You

The following definitions apply to these Terms:

Platforms”: Tumble's website and affiliated mobile applications include the website located at www.tumble.sg or any subsequent URL that may replace it.

Order”: Your order for the Services as set out in the order form submitted via the Platforms, to which these Terms of Service apply.

Services”: Laundry services collected from and delivered to Your nominated address.

Item”: Any garment or article collected from You in connection with an Order.

We” / “Our” / “Us” / “Tumble”: Tumble Laundry Pte Ltd located at 139 Simei Street 1, #01-16, Singapore 520139

You” / “Your”: User of the Platforms.

Terms”: These Terms of Service as amended from time to time.

Event Outside Our Control”: Any occurrence or circumstances over which We have no control as described in paragraph 10 and including (without limitation) the unavailability of any Services, key personnel or key materials without which We are unable to provide the Services;

When we use the words “writing” or “written” in these Terms, this will include e-mail and notifications via the App.

1. Placing an Order

1.1 Please ensure You check the details of Your Order before submitting it, as We will not be liable for any errors You make. If you think You may have made a mistake, please get in touch with Us as set out in paragraph 11. We will confirm any changes to Your Order by email or phone. Changes are also addressed in paragraph 2.

1.2 Submitting an Order does not create a contract between Us. The contract is formed when We email You to confirm acceptance of Your order.

1.3 We will assign an order number to each Order and inform You of it when We accept the Order. Please include the order number in all subsequent contact with Us.

1.4 If for any reason, We are unable to fulfil Your Order, We will notify You via email or phone.

2. Changes to Your Order

2.1 You may make changes to an Order before the collection time stated in Our email acceptance of Your Order by contacting Our Customer Service at hello@tumble.sg.

2.2 With Your consent, and at Our discretion, We may make a change to Your Order as an alternative to cancelling it in the circumstances set out in these Terms or in the exercise of Our discretion under paragraph 6.3.

3. Cancelling or Rescheduling Your Order

3.1 You have the following limited rights to cancel an Order in the following circumstances

3.1.1 You can contact Our Customer Service at hello@tumble.sg to cancel Your Order before the collection day specified in Our email acceptance.

3.1.2 After We have collected Your Item(s), if We are affected by an Event Outside Our Control, please contact Our customer service at hello@tumble.sg.

3.2 You acknowledge that once an Item has been collected from You, We have begun to provide the Services to You and any rights of cancellation You may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.

3.3 If You need to reschedule Your collection or return window while it is within the next two hours or outside Our operating hours (6 pm to 10 pm), Tumble reserves the right to apply additional fees. The rescheduling is subject to availability.

4. Our Rights to Cancel Your Order

4.1 We may cancel Your Order and the contract between You and Us in the following circumstances:

4.1.1 As a result of an Event Outside Our Control;

4.1.2 If You fail to make Items available for collection;

4.1.3 If We consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those items which we accept.

4.2 If We cancel Your Order, We will contact You by email or phone and

4.2.1 where We have already started work on Your Order, We will not charge You and no payment is required from You.

4.2.2 We will arrange to recollect or re-deliver the Item(s) to You at the original collection or delivery time, or as soon as reasonably possible.

5. Collection & Delivery

5.1 Subject to paragraph 10, We will use reasonable endeavours to collect and deliver Item(s) at the time(s) specified in the Order. However, We cannot guarantee this. We will do Our best to communicate any delays to You by email or phone and to collect or deliver Orders within the chosen timeslot. We exclude any liability for any and all consequential losses which a customer may suffer as a result of late collection or delivery.

5.2 If You are not available to accept collection or delivery of Items, We will contact You by email or phone to arrange collection or delivery at a time that is convenient for You.

5.3 If collection or delivery is not possible due to the customer being unavailable at the designated time, a collection or delivery charge of $10.00 will be charged for each subsequent attempt. Tumble will endeavour to find a suitable delivery time.

5.4 If You have failed to accept or arrange delivery of an Item for more than 90 days after the delivery date specified in the Order, We may dispose of the Item or donate it to an accredited charity of Tumble's choice.

5.5 Subject to paragraph 5, all Item collections and deliveries must be acknowledged.

5.6 You may arrange to have Items collected from, or delivered to, a third party, provided that You do so at Your own risk and the third party is willing to accept the Items on Your behalf.

5.7 You may, in writing, request Us to leave an Item in an agreed location without providing Us with an acknowledgement. If You do so, it is at Our discretion and entirely at Your own risk. We shall not be liable to You for any damage or loss of items delivered on this basis.

5.8 You are responsible for ensuring that We and/or Our contractors have access, including free parking facilities, as may be reasonably required to carry out the Services.

6. Service Standards

6.1 We will provide the Services with reasonable care and skill, in accordance with good industry standards.

6.2 We will not be liable for any delay or non-performance of Our Services if You fail to provide accurate information in Your Order. For example, if an address is incomplete or inaccurate, or if You fail to accept delivery of Items in accordance with an Order.

6.3 We will not be liable for any Items submitted to Us that have an increased risk of damage, including, but not limited to, Items:

6.3.1 with special requirements or instructions for cleaning;

6.3.2 with no label indicating cleaning instructions;

6.3.3 which are damaged or stained; and

6.3.4 bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc. and We may, at our discretion and with Your consent, agree to provide the Services at Your risk in respect of those Items.

6.4 Wash, Dry & Fold Orders

6.4.1 Checking Items
Please thoroughly check all garments for hazardous items, such as coins, pens, and keys, before sending them for cleaning. We are not responsible for any items lost or damaged during the cleaning process.

6.4.2 Washing and Drying Process
The load is washed at a 30-degree cycle for 30 minutes and tumble-dried at high heat for 30 minutes. As We process a high volume We might not always be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the items are not ironed.

6.4.3 Colour Separation
We do not separate the clothes into lights and darks for You and all garments are washed and dried per bag. Although We will take the utmost care of Your laundry, We will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.

6.4.4 Size of Bag
Our Services are charged on a per-bag basis. Our laundry bags provided will allow You to fit up to the stated amount of laundry by weight or size (volumetric weight).

6.4.5 Damaged Items
We are not liable for damage to Items, as We wash by the load and do not inspect the care labels of each garment. For garments that require special treatment, such as leather, silk, cashmere, fur, velvet, and other delicate fabrics, please ensure that these Items can be machine washed and tumble-dried.

6.4.6 Tagging
Laundry Items are tagged by the load, not individually. As a result, We cannot accept any liability for missing items.

7. Problems with the Services

7.1 If there is any problem with the Services, please contact Our Customer Service by email at hello@tumble.sg. Tell Us as soon as reasonably possible; You will not have to pay for Us to deal with Your complaint.

7.2 If You believe We are in breach of Our obligations under these Terms, please notify Us of any complaints within 24 hours of delivery of any Item.

7.3 As a consumer, You have statutory rights if Our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about Your legal rights is available from Your local Citizens' Advice Bureau or Trading Standards office or any equivalent law or regulations. These legal rights will not be affected by anything in these Terms.

8. Price & Payment

8.1 The price of the Services will be set out in Our price list, as available in the App or at www.tumble.sg/services on the date of Your Order. Our prices may change at any time, but any changes will not affect Orders that We have accepted in accordance with paragraphs 1.2 or 2.2.

8.2 We reserve the right to charge a Service Fee, which may be subject to change, for the provision of Our Services. You will be notified of any applicable Service Fee and taxes prior to purchase on the checkout page via Our Platforms.

8.3 Our prices may include Goods & Services Tax (GST), depending on the legislation in the country where the Order is served. However, if the rate of tax changes between the date We accept Your Order and the date of payment, We will need to adjust the rate of GST that You pay.

8.4 Upon placing an Order, We capture the payment but do not directly charge your card, although some banks may show it as a recent transaction. We process payments when We have received Your Order at the facility and after cleaning. If Your final total is greater than Your captured total (e.g. we need to update Your Order accordingly), it may show on Your recent transactions, but the captured amount will be released when We have taken the full payment. We will take payment from a debit or credit card, the details of which were supplied with Your Order. If for any reason We are unable to take payment, You will become liable to Us for the sum due plus interest at the rate of 3% a year above the base lending rate of DBS Bank Ltd from time to time. Interest will accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.

9. Our Liability to You

9.1 In the unlikely event of loss or damage to an item, Tumble will pay compensation in accordance with paragraph 9. We may reasonably ask for receipts, and bank or credit card statements confirming the purchase price prior to agreeing with any compensation. If found liable, We will follow these Terms. The compensation given will not include extra costs to purchase the Item, such as shipping costs, tailoring/altering costs, etc.

9.1.1 Our total liability to You for each Item is limited to a maximum of the charge for the laundry Service.

9.1.2 You must inspect the Items following delivery, and if You believe that Items are lost or damaged, You must inform Us about such loss or damage within 48 hours of receiving the Items. We reserve the right to inspect and take pictures of any alleged damage to any Items.

9.2 Subject to the following sub-paragraphs, We will compensate, in accordance with 9.1, for loss or damage caused by Our negligence.

9.2.1 We will not be responsible for any single Item valued at more than $500.00 unless We have received (and acknowledged) notification via email to hello@tumble.sg prior to the collection.

9.2.2 We will not be held responsible for any foreseeable loss or damage. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by both parties at the time of entering into a contract for the Services.

9.3 If You use the Services for any commercial, business, or re-sale purpose, We are not liable for any loss of profit, business interruption, or loss of business opportunity.

9.4 We will not be responsible for any loss or damage, including, but not limited to, any colour loss, shrinkage, or other damage, resulting from the following:

9.4.1 failure to notify Us of any special requirements or instructions for cleaning the Item;

9.4.2 the fact that the Item has no label indicating cleaning instructions;

9.4.3 any existing damage to the Item at the time of collection;

9.4.4 any extra or dangerous items left on or in the Item, such as pins, jewellery, coins, pens, buttons, decorations, belts, etc.;

9.4.5 any extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags;

9.4.6 Our acceptance of Items which We agree to provide the Services for under paragraph 6.3;

9.4.7 Our agreement under paragraph 5.3;

9.4.8 Our disposal of Items under paragraph 5.4;

9.4.9 any normal wear and tear;

9.4.10 incorrect labelling on the manufacturer’s behalf, or incorrect instructions from You;

9.4.11 any colour loss, bleeding or shrinkage of garments, in particular for Items included in the Wash, Dry & Fold Service.

9.5 We do not exclude or limit in any way Our liability for:

9.5.1 death or personal injury caused by negligence;

9.5.2 fraud or fraudulent misrepresentation;

9.5.3 breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);

9.5.4 breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and

9.5.5 defective products under the Consumer Protection (Fair Trading) Act 2003.

9.6 We will not be liable for any consequential loss.

9.7 We will not be liable for any damage to buttons, zips, and other similar parts (e.g. fastenings and embellishments).

9.8 Our facilities may use either a permanent heat-sealed sticker ticketing system or a temporary pin. By ordering with Us, You agree that Your Items may be tagged in this manner. We will always try to position these stickers as inconspicuously as possible. We strongly advise against removing these stickers, as We cannot accept liability for any damage caused by removal by You or a third party. For support, please contact Our Customer Service.

9.9 In the event We issue compensation for damage caused to an Item(s) in Our care, Tumble reserves the right to retain permanent ownership of the damaged Item(s).

10. Events Outside Our Control

10.1 We will not be liable or responsible for any failure to perform or delay in the performance of, any of Our obligations under these terms that are caused by an Event Outside Our Control.

10.2 An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of Our Service Providers, including (without limitation):

10.2.1 Strikes, lock-outs, or other industrial action by third parties;

10.2.2 Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

10.2.3 Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disasters; and

102.2.4 Closure or failure of public infrastructure or public or private telecommunications networks.

10.3 If an Event Outside Our Control occurs that affects our ability to fulfil our obligations under these Terms,

10.3.1 We will contact You as soon as reasonably possible to notify You; and

10.3.2 Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or

10.3.3 You may cancel Your Order under paragraph 4.3, or We may cancel it under paragraph 4.1.1.

10.3.4 If Your Order is cancelled, We will return Your Item(s) to You at no cost to You.

11. Information about Us and how to contact Us

11.1 We are a company registered in Singapore. Our company registration number is 202234013C and Our registered office is at 139 Simei Street 1, #01-16, Singapore 520139.

11.2 If You have any questions or complaints, please contact Us. You can email Us at hello@tumble.sg or submit a request through Our Platforms.

11.3 If You wish to contact Us in writing, or if any paragraph in these Terms requires You to give Us notice in writing, You can send this to Us by email at hello@tumble.sg. We will confirm receipt of this by email. If We have to contact You or give You notice in writing, We will do so by notification via phone or by email to the address You provide to Us in the Order.

12. How We may use Your personal information

12.1 We will use the personal information You provide to Us to:

12.1.1 provide the Services;

12.1.2 process Your payment for such Services; and

12.1.3 inform You about similar products or services that We provide, unless You indicate that You do not wish to receive such communications by clicking the ‘Unsubscribe’ link at the bottom of any Tumble promotional email communication.

12.2 Please refer to Our Privacy Policy for further details.

13. Tumble Quality Guarantee

13.1 We check each garment before returning it. However, if You are not completely satisfied, contact Us within 24 hours of delivery and We will review Your request for a re-clean. Re-clean requests submitted after 24 hours will be considered on a discretionary basis.

13.2 To request re-cleaning for Your Items, please email Our Customer Service team at hello@tumble.sg, explaining the problem and attaching any relevant photos. A Customer Service agent will contact You to arrange a suitable time for recollection.

14. Re-cleaning policy

14.1 The re-cleaning only applies to Items that have been cleaned by Tumble.

14.2 Please note, it is not always possible to remove stains. If We cannot remove a stain, customers might be informed. In this instance, We are not able to offer a complimentary re-clean.

15. Vouchers & Promotions

15.1 Vouchers are subject to expiry dates and value for particular promotions.

15.2 These Terms apply to all Tumble vouchers and are subject to Tumble’s full Terms

15.2.1 Vouchers cannot be used in conjunction with any other Tumble voucher or any other offer.

15.3 Only one voucher or code may be used per transaction.

15.4 Vouchers are strictly non-transferable and have no cash value. Placing a voucher for sale is strictly prohibited and renders the voucher void.

15.5 Tumble reserves the right to reject a voucher with reasonable cause.

15.6 Tumble reserves the right to withdraw this offer at any time and without warning.

15.7 To redeem a voucher, You must present the code found on the voucher at checkout.

16. Other important terms

16.1 We may transfer Our rights and obligations under these Terms to another organisation. We will always notify You in writing if this happens, but this will not affect Your rights or our obligations under these Terms.

16.2 This contract is between You and Us. No other person shall have any rights to enforce any of its terms.

16.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.4 These Terms are governed by Singaporean law and are subject to the exclusive jurisdiction of the Singaporean courts.

16.5 Tumble is operated by Tumble Laundry Pte Ltd, a registered company in Singapore with the UEN: 202234013C and its registered office are located at 139 Simei Street 1, #01-16, Singapore 520139.

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