Service Terms & Conditions

A. Services and Care Levels

• Care Level 1 – Regular Wash: Service is per bag; minimum service weight is 8 kg. Garments below the 8 kg minimum load capacity of the machine may be batched with those of other customers.
• Care Level 2 – Special Wash: Delicates have no minimum service weight. Heavy-soil, bulk, and comforter items have a minimum service weight of 2.0 kg.
• Care Level 3 – Dry Cleaning: No minimum service weight; pricing is per piece.

Suds uses Wet Cleaning to wash items usually marked “Dry Clean Only.” Wet Cleaning is kinder to clothes and to the planet, as it does not use the harsh chemicals that dry cleaning does, while being just as effective. By using the Services, the customer accepts that the cleaning methods used may differ from the advice on the item’s care label where dry cleaning is listed.

B. Limitations of Liability

Suds shall NOT be liable for the following:

1. Bleeding, shrinkage, or other changes in garments brought about by regular wear and normal wash.
2. Inherent weakness or defect in materials or workmanship that is not readily apparent prior to processing.
3. Any damage due to improper or illegible care instructions found on the article itself.
4. Pre-existing damage to garments. Items with pre-existing damage, colorfastness issues, or age or weakness of fabric may be processed at our discretion; however, we reserve the right to refuse acceptance of these garments at any time.
5. Loss of garments, unless it is proven that the loss resulted from Suds’ fault or negligence, in which case the compensation limits under Section I (Claims and Compensation) shall apply.
6. Damage to or loss of items not suitable for laundering, such as money, jewelry, pens, and the like. Suds is not responsible for checking items that may be left behind in the pockets of garments.
7. Loss of color, shrinkage, or damage to garments that are vintage or purposely distressed (e.g., jeans or shirts designed to appear vintage), which are inherently vulnerable to such changes when washed over time.
8. Damage to garments where items intended for dry cleaning are placed for ordinary wash and fold, or items intended for ordinary wash and fold are placed for dry cleaning.
9. Damage to buttons, zippers, sequins, beading, trims, or other embellishments dislodged or damaged during normal cleaning despite reasonable care.

C. Pricing, Payment, and Turnaround

1. Prices are indicated on the Price Board in every store. Suds reserves the right to adjust these prices without prior notice. Suds also reserves the right to adjust pricing on specialty garments with intricate detailing or beadwork; our Customer Relations Team will assess the final price upon inspection of the garment.
2. Suds will endeavor to make items available for pick-up after: Care Level 1 – 2 days; Care Level 2 – 3 to 5 days; Care Level 3 – 3 to 10 days.
3. Rush service is 4 to 24 hours depending on each shop’s load for the day. Suds does not guarantee the accuracy of turnaround times and assumes no responsibility for any damages that may occur due to a delay in service.
4. All invoices must be paid upon collection of garments or as otherwise directed by us, and we reserve the right to retain your goods until payment in full is received.
5. Payments through the Suds booking app are processed securely by our third-party payment provider, Xendit, and may be made via credit/debit card, e-wallets, online banking, and other channels made available in the app. Suds does not collect or store your card details; payment information is processed by Xendit in accordance with its own privacy policy and security standards. In-store payments may be made in cash or such other methods as indicated at the Branch.

D. Handling of Garments

Suds shops are installed with surveillance cameras that record operations and serve as proof of garments received. In case of any claim, customers will be invited to review the specific footage, which shall be submitted to an investigation. Suds reserves the right to perform all necessary processes, which may include tagging and marking, to ensure garments are washed properly, efficiently, and securely.

Suds will process every garment it accepts safely and will try its best to remove stains. However, if in our professional opinion stain removal would be unsafe or would compromise our safe cleaning guarantee, stain removal efforts will cease.

To protect your garments, Suds follows the Care Label instructions on each item. Suds shall not be liable for garments without a care label affixed. Items will be cleaned according to the care label unless otherwise specified by you. If there is no care label, the item will be cleaned according to our experience.

E. Prohibited and Declarable Items

The customer warrants that they will not give Suds any item contaminated with solvents, chemicals, or cleaning products. No garment shall contain solid animal or human feces. The customer shall be responsible for any and all damage such items may cause to the clothing of other customers, the cleaning machines, or any other property of Suds or its customers.

Suds reserves the right to refuse, or to immediately return unprocessed, any item found to be affected by bed bugs, lice, mold, or other pest infestation. Where such condition was not disclosed by the customer and results in contamination of equipment, premises, or other customers’ garments, the customer shall be liable for the reasonable costs of fumigation, cleaning, and remediation, as well as any damage caused.

The customer must declare, at the time of drop-off or pick-up, any item of unusual or high monetary or sentimental value. Suds’ liability for such items, whether declared or not, remains limited to the compensation caps set out in Section I (Claims and Compensation), unless Suds agrees in writing to a higher valuation and any applicable additional charge.

F. Washing Preferences and Suitability for Washing

Care Levels 1 and 2, except for delicates requiring Special Wash, cover garments that are machine washable. By availing of these services, the customer confirms that the garments are suitable to be washed in water on a normal cycle and dried using heat in a tumble dryer. Suds reserves the right to apply specific processing to an item where deemed suitable.

Suds accepts no liability for damage to items laundered, dry cleaned, or wet cleaned without an original care label present. Suds reserves the right to use its expertise to decide on a cleaning method where we believe a care label is incorrect or lacks necessary information, such as the fabric details of the item.

A customer may specifically request that their items be Dry Cleaned and not Wet Cleaned, and this shall be noted in the Service Order.

The customer must inform Suds if they want garments washed in a way outside of or different from the usual service; this may be subject to special pricing. Suds must be informed of allergies to certain soaps or chemicals. However, because of previous washing cycles using the machines, Suds cannot guarantee that garments will not come into contact with residual soaps or chemicals that may cause allergic reactions.

G. Release of Garments, Storage, and Unclaimed Items

1. A Service Order is issued upon deposit of garments for service and shall be presented upon pick-up. If the Service Order is not available, the customer must present valid proof of identification, such as a current government-issued ID. Suds will release items to any holder of the Service Order and shall not be liable for damages arising from release to an unauthorized person, unless there was prior advice not to release to any person other than the one named in the Service Order.
2. Garments unclaimed after 30 days from the original pick-up date shall be charged a storage fee of 25% of the total service price.
3. Garments that remain unclaimed, or whose corresponding Services remain unpaid, after 90 days from the original pick-up date shall be deemed abandoned, and Suds shall be authorized to dispose of the items in any way it deems fit, without prejudice to its right to collect any unpaid balance.
4. Before charging storage fees or disposing of unclaimed or unpaid items under items 2 and 3 above, Suds will make reasonable efforts to notify the customer using the contact details on file (e.g., call, SMS, or e-mail) at least 30 days in advance.

H. Complaints and Quality Guarantee

1. If the customer is not satisfied with the Services, or should any item be missing or damaged, the customer must inform the shop where the service was performed within 48 hours after the actual pick-up or delivery date and time. A Complaint Form must be duly accomplished for this purpose so that proper action can be taken.
2. Any complaint that can be remedied by reprocessing will be reprocessed at no charge, provided the items complained of are received unworn/unused from the customer.
3. If it is determined that a refund is appropriate, a Quality Incident Report must be filed by the customer, and all claims shall be processed in accordance with Section I below.

I. Claims and Compensation

Missing or damaged garments must be reported to Suds within 48 hours of delivery or pick-up. Failure to report within 48 hours relieves Suds of any liability for the lost or damaged item.

Should loss of or damage to garments be proven to result from the negligence of Suds, the customer shall be entitled to compensation. For a uniform policy, Suds will refund or issue a credit based on the value of the garment as specified in the Fair Claims Guide for Consumer Textile Products by the Drycleaning and Laundry Institute (DLI). This guide takes into account the average life of the garment, depreciation for the age of the item, and the current replacement cost, but does not account for sentimental value. If the customer is unable to document the age of the garment, Suds reserves the right to limit the maximum age of any garment to one year. If no current replacement cost is available, Suds reserves the right to use the replacement cost of a comparable item currently available.

Compensation shall be computed as the following percentage of the value determined under the Fair Claims Guide, depending on the service availed of:

• Care Level 1: 25% of the value under the Fair Claims Guide (Comfy, BT and Executive)
• Care Level 2: 50% of the value under the Fair Claims Guide (Comforters and Special Wash)
• Care Level 3: 100% of the value under the Fair Claims Guide (Dryclean and Ultracare)

In all cases, our total liability to you arising under or in connection with this agreement for any item — whether arising in service provision, tort (including negligence), restitution, breach of statutory duty, or misrepresentation — shall not exceed the lesser of: (a) ten times (10x) the price you paid for cleaning that item; or (b) the depreciated value of the item as determined under the Fair Claims Guide.

If we cannot agree on responsibility for loss or damage, we will seek an independent analysis by a fabric care research laboratory. The laboratory shall act as an expert and not as an arbitrator, and its written determination shall be final and binding on both parties in the absence of manifest error or fraud. The cost of obtaining the laboratory’s analysis shall be borne as the laboratory directs.

Nothing in this Section shall exclude or limit Suds’ liability for fraud, willful misconduct, or gross negligence, or for death or personal injury, to the extent such exclusion or limitation is not permitted under Philippine law (see, e.g., Civil Code Articles 1170–1171).

For the avoidance of doubt, Suds is liable only for the lost or damaged item itself. For example, if there is damage to trousers that are part of a suit, only the trousers shall be subject to compensation, not the whole suit. In no event shall Suds be liable for any indirect, incidental, special, or consequential loss or damage of any kind, including but not limited to loss of use of the item, inconvenience, missed events or engagements, loss of income or opportunity, emotional distress, or sentimental value, whether or not Suds was advised of the possibility of such loss.

Suds is not liable for items cleaned at “owner’s risk.” The following items shall be cleaned at owner’s risk:

• Items with no care label
• Leather, suede, and fur items, including items containing any suede, leather, or fur (e.g., elbow patches)
• Suede and leather garments or accessories, including handbags and shoes
• Belts, buckles, buttons, and hoods
• Any other item which Suds and the customer expressly agree, at the time of drop-off or pick-up, shall be processed at owner’s risk, as noted in the Service Order
• Customer-provided bags, hampers, hangers, and similar containers, which are handled at owner’s risk and may not be returned or may be returned in a different condition

J. Data Privacy

By using our Services and providing your personal information, you give your full consent to the Suds Branch where you availed of the Service, and to SUDS LAUNDRY & DRYCLEAN SERVICES, registered under Suds Premier Franchising Corp. (the “Company”), located at 174 C. Raymundo Avenue, Maybunga, Pasig 1607, to collect and process your personal information, such as full name, gender, birthday, e-mail address, postal address, landline and mobile numbers, and laundry preferences. The Suds Branch where you availed of the Service collects this information at the point of service and acts as personal information controller for its own store-level processing; it may share this information with the Company exclusively for the Company’s operational processes, market research and analysis, and promotional activities. Personal information submitted through the Suds website or booking app is collected through the Company’s platform and transmitted to the servicing Branch for the same purposes.

Pursuant to R.A. 10173, the “Data Privacy Act of 2012,” and its Implementing Rules and Regulations, you have the right to withdraw this consent at any time and in whatever manner, provided the same is effectively communicated to the Company. In addition, you have the right to be informed, to access, to object, to correct, to erase or block, to data portability, to damages, and to file a complaint with the National Privacy Commission (NPC) regarding the processing of your personal information.

Providing us with correct and up-to-date personal information allows us to better serve you by: (1) contacting you about any issues which may arise during the handling of your garments; and (2) processing your payments. Payment card and payment account details are collected and processed directly by our payment provider, Xendit, under its own privacy policy; Suds does not store your card details.

Promotional and marketing communications will be sent only to customers who have separately opted in to receive them (for example, through the marketing consent checkbox in the booking app or on the Service Order). You may withdraw your marketing consent and unsubscribe at any time, without affecting your use of the Services.

We will retain your personal information only for as long as necessary to fulfill the purposes stated above or as required by law, after which it will be securely disposed of. We implement reasonable organizational, physical, and technical security measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction.

For questions, requests, or complaints regarding your personal information, you may contact our Data Protection Officer at care@suds.com.ph.

K. Force Majeure

Suds shall not be liable for any delay, loss, or damage resulting from causes beyond its reasonable control, including but not limited to fire, flood, typhoon, earthquake, power interruption, equipment breakdown despite reasonable maintenance, government-imposed lockdowns or restrictions, epidemic or pandemic, or other similar events.

L. Venue, Governing Law, and Disputes

These Terms and Conditions shall be governed by the laws of the Republic of the Philippines. Any suit involving any dispute between Suds and the customer shall be brought before the courts of the City of Makati, to the exclusion of all other courts. Where required by the Katarungang Pambarangay Law (Local Government Code), disputes between parties residing in the same city or municipality shall first be referred to barangay conciliation before any court action is filed.

M. Severability and Entire Agreement

If any provision of these Terms and Conditions is held invalid or unenforceable, the remaining provisions shall continue in full force and effect. These Terms and Conditions, together with any Service Order and published Policies, constitute the entire agreement between Suds and the customer with respect to the Services, and supersede all prior agreements or understandings, whether written or oral.

N. Pick-Up and Delivery Service (Including App Bookings)

The following terms apply in addition to the General Terms above whenever a customer avails of Suds’ pick-up and delivery service, whether booked in-store, by phone, or through the Suds booking app or website.

1. Bookings made through the Suds booking app or website are placed with, and fulfilled by, the servicing Suds Branch. By confirming a booking (e.g., tapping “Book” or “Confirm”), the customer accepts these Terms and Conditions, including this Section N.
2. Notices sent by Suds through in-app notification, SMS, phone call, or e-mail to the customer’s registered contact details shall be considered valid and sufficient notice for all purposes under these Terms.
3. Please observe the pick-up and delivery schedule. Suds reserves the right to accept or refuse pick-up/delivery requests outside the standard time. Special requests granted outside the standard schedule will carry appropriate charges.
4. It is the customer’s responsibility to inform Suds if they want their laundry delivered on a specific day. Confirmation of your preferred delivery date (through the app, text message, or phone call) is required. “No Appointment, No Pick-up or Delivery.”
5. Please allow a waiting time of one (1) hour from the scheduled pick-up or delivery time.
6. Cancellations and rebooking requests must be submitted within the required lead time specified by your serving branch prior to the scheduled pick-up or delivery time. If a pick-up or delivery fails due to customer unavailability or a no-show, a rebooking fee will apply according to the rate schedule of the serving branch.
7. Pick-up and delivery is available only within the servicing Branch’s designated coverage area, as shown in the booking app or confirmed by the Branch. Delivery fees and any minimum order requirements are as indicated in the booking app or Price Board at the time of booking.
8. Please direct all concerns and appointments to Suds’ official contact numbers and channels only. Refrain from making arrangements directly with the Suds Mobile crew.
9. Suds reserves the right to cancel pick-up and delivery schedules due to extreme weather conditions or other unavoidable circumstances (see Section K, Force Majeure).
10. Suds will provide the weight of your laundry at pick-up but may not have time to itemize on the spot. If you want your laundry itemized at pick-up, please prepare and sort it beforehand; otherwise, all laundry is itemized before processing at the shop.
11. The Suds Mobile crew will issue a Temporary Service Order for picked-up laundry, whether physical or electronic through the booking app. Details of the Service Order may change following final validation at the Branch, and the validated Service Order shall prevail.
12. Suds reserves the right to bill items according to its prevailing pricing rates.
13. Please separate and label bags containing items with different service requirements. For items needing special care, indicate this separately with instructions (or through the notes/instructions field in the booking app).
14. Please itemize your laundry or provide a total item count to allow for easier verification against our itemization record in case any discrepancy arises. Your final laundry details will be available upon request the following day.
15. Suds reserves the right to withhold pick-up or delivery service from customers with unpaid bills. Ask about the Suds Laundry Prepaid Program.
16. As a rule, Suds will not deliver laundry if there is no assigned person or representative to receive it. Laundry will not be delivered without a representative present unless the corresponding bill has already been paid in full. If you instruct us to leave your laundry outside your residence or with another person, Suds shall not be held liable for any resulting loss or damage. Upon delivery, the Suds Mobile crew may record proof of delivery, such as the name of the receiving person and/or a photo of the delivered items.
17. If there are changes to your scheduled pick-up or delivery time, please inform us in advance. Tight scheduling may prevent us from returning to previously covered areas within the same day.
18. Text messages and phone calls will only be entertained during office hours; bookings through the app may be placed at any time, subject to confirmation.
19. For other pick-up and delivery charges, please contact Suds or refer to the booking app for detailed information. Suds reserves the right to amend this Pick-up and Delivery Policy without prior notice; amendments will be published in accordance with Section 1 above.