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Free pickup & delivery from €24,95
8:00 - 20:00 hours
Always 100% guarantee
Free pickup & delivery from €24,95
8:00 - 20:00 hours
Always 100% guarantee
Free pickup & delivery from €24,95
8:00 - 20:00 hours
Always 100% guarantee
Free pickup & delivery from €24,95
8:00 - 20:00 hours
Always 100% guarantee
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Terms and Conditions

Terms and Conditions

Introduction

Article 1. Below you will find our terms and conditions. These apply when you use our services via the app, website, or customer service and contain important information for you as a customer. Please read these terms and conditions carefully. We recommend saving them for easy reference later.

Definitions

Article 2.

  • dobbi: the private limited liability company Clean Clothes B.V., based in Hilversum and registered with the Chamber of Commerce under registration number 70098778, operating under the name dobbi.
  • App: the dobbi mobile app, available for download in the Apple Store or Google Play.
  • Customer: the natural person or legal entity, acting or not acting in the exercise of a profession or business, who enters into an agreement with dobbi and/or registers via the app, website, or customer service.
  • Agreement: any written arrangement or contract between dobbi and the customer, of which these terms and conditions form an integral part.
  • Services: textile cleaning and dry cleaning services in the broadest sense, offered by dobbi to both businesses and consumers.
  • Items: the objects to which the services apply, such as clothing and other forms of textiles to be treated.
  • Terms and Conditions: these terms and conditions.
  • Customer Service: dobbi’s customer service, available from 9:00 to 17:30 (Mon – Fri) via email: info@dobbi.com and phone number +31 85-01 875 40.
  • Website: dobbi’s website at www.dobbi.com.

Applicability of Terms and Conditions

Article 3. These terms and conditions exclusively apply to all online and offline offers, agreements, and services of dobbi. The customer’s general terms and conditions do not apply to any agreement.

Prices and Payment

Article 4.

  1. All prices for services listed on the app, website, and in other dobbi materials, such as flyers and proposals, include 21% VAT unless stated otherwise.
  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 the weight of the laundry falls under the services to be provided, dobbi will inform the customer via the app, website, or customer service of the total cost, including VAT and any transport fees. The customer can view the specific service prices per item and the corresponding shipping costs before entering into the agreement.
  3. If the order has been dropped off at a service point or picked up and you decide to cancel the order for any reason, we may charge transport fees.
  4. The minimum order value for dobbi’s home service is €34.95. If you spend less than €34.95, the order amount will be rounded up to €34.95. For orders under €50.00, a service fee of €2.95 will be charged.
  5. The app and website content has been created with the utmost 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 dobbi materials are subject to programming and typographical errors.
  6. The customer must make payments to dobbi in accordance with the payment methods indicated on the app or website. dobbi reserves the right to choose which payment methods to offer, which may change from time to time. Payment is always required before returning the items.
  7. If the customer does not fulfill their payment obligation(s) on time, they are, after being reminded of the late payment by dobbi and being given a 14-day period to still make the payment, liable for statutory interest on the outstanding amount. dobbi is also entitled to charge the extrajudicial collection costs it incurs.
  8. Orders are transported using green dobbi laundry bags and garment covers. You pay a deposit of €5.95 per bag or cover. If you no longer wish to use the service and want to return the bags or covers, you can send them to Clean Clothes B.V., Naarderweg 16, 1217 GL Hilversum.

Formation of the Agreement

Article 5.

  1. The agreement is formed when the customer accepts dobbi’s service offer via the app, website, dobbi service point, or customer service and fulfills 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. The customer accepts dobbi’s offer at a service point by sharing their details with the service point staff and using the service.
  3. The customer may only change or terminate the agreement if notified to customer service at least 8 hours before the items are picked up during office hours. For orders scheduled between 15:00 and 20:00, the notification must be at least 12 hours in advance on a working day. For orders scheduled between 08:00 and 12:00, the notification must be at least 18 hours in advance on a working day. A working day is defined as Monday to Friday.
  4. If the customer provides incorrect (address) details before or during the formation of the agreement, dobbi is entitled to delay fulfilling its obligations until the correct information is received. The customer must inform customer service of incorrect data entry as soon as possible, but no later than 8 hours before the items are picked up.
  5. If dobbi cannot or does not wish to execute an agreement for any reason, it will notify the customer as soon as possible. The agreement will then be dissolved, and any advance payments will be refunded to the customer.

Registration via the App, Website, or Customer Service

Article 6.

  1. To make full use of the services, the customer must first register via the app, website, or customer service by verifying their phone number and/or email address.
  2. After the agreement is formed, the customer has the option to create a username and password to log in to the app or website. The customer is responsible for choosing a sufficiently secure password.
  3. The customer must keep their login details, username, and password strictly confidential. dobbi is not liable for misuse of login details and may assume that any customer placing an order is indeed that customer. All actions performed via the customer’s account are the responsibility and risk of the customer.
  4. If the customer knows or suspects that their login details have been obtained by unauthorized persons, they must change their password as soon as possible and notify dobbi, so appropriate measures can be taken.

Execution of the Agreement

Article 7.

  1. After receiving the order, dobbi’s logistics process begins. For the first order, dobbi sends a laundry bag to the customer by mail. The customer must place the items, free of loose objects (such as pens, pins, coat hangers, etc.), in this laundry bag. dobbi will then pick up the laundry bag from the customer and perform the services within the agreed timeframe. Finally, dobbi returns the items along with the laundry bag to the customer.
  2. dobbi is entitled to engage third parties to fulfill its obligations under the agreement.
  3. dobbi performs the services with the utmost care and in accordance with the washing label, except for wash & fold orders (see article 11.1). dobbi is obliged to make an effort to execute the services as well as possible but does not guarantee specific results.
  4. dobbi tags items before performing the services. The customer removes these tags afterward at their own risk.
  5. If dobbi cannot perform the services within the agreed timeframe, it will inform the customer as soon as possible. dobbi will arrange a new delivery date with the customer or reschedule the delivery within the same time slot on another day.
  6. The customer must inspect the returned items after the services have been performed and report any defects within 48 hours of receipt by email to customer service. Further details on warranty and conformity are outlined in a separate article.
  7. Once the items are delivered to the specified delivery address, the risk associated with these items transfers to the customer.
  8. If the customer or an appointed third party is not present at the planned delivery time, customer service will contact the customer. A new delivery appointment will be made, and if the customer is absent again, a fee of €10 will be charged.
  9. If the customer does not collect or arrange delivery of the items within 90 days of the planned delivery date, dobbi reserves the right to destroy or donate the items to a charity.
  10. Certain items, such as duvets, curtains, leather, suede, and wedding dresses, may have different delivery times. Current delivery times can be found at www.dobbi.com.

Warranty and Conformity

Article 8.

  1. dobbi guarantees that the services comply with the agreement, the specifications stated in the offer, the requirements set by the industry association NETEX (see www.netex.nl), and the reasonable standards of soundness and statutory provisions at the time of the agreement.
  2. If the services do not comply with the agreement, the customer must report this in writing and with photos of the items in question to customer service within 48 hours of receiving the items.
  3. If dobbi deems the complaint valid, the services will be redone free of charge (re-cleaning), or the items will be repaired, replaced, or reimbursed. For re-cleaning, dobbi requests the items to be returned within 5 business days of approval. In case of loss or irreparable damage, dobbi uses the Depreciation List of the Dutch Consumers’ Association to determine compensation. The maximum compensation equals 10 times the standard cleaning cost per item, with a maximum of €250 per customer.

Complaint Procedure

Article 9.

  1. If the customer has a complaint about the services (as described in Article 8), they may submit it to dobbi by phone, email, or post. See the contact details at the end of these terms and conditions.
  2. dobbi will respond to the customer as soon as possible, but no later than 2 business days. If a substantive or final response cannot be provided within this period, the customer will receive a confirmation within 2 days, including an indication of when a detailed reply can be expected.
  3. dobbi uses a maximum investigation period of 8 weeks after the complaint has been reported. If dobbi deems the complaint valid, compensation will be provided within 2 months, provided all necessary information has been submitted on time and in full.

Liability

Article 10.

  1. dobbi’s total liability to the customer due to an attributable failure in the fulfillment of the agreement is limited to compensation of no more than ten times the standard amount (cleaning cost including VAT) per item, with a maximum of €250 per customer.
  2. dobbi is never liable for indirect damage, including consequential damage, lost profits, missed savings, data loss, or business interruption.
  3. These limitations do not apply if the damage is due to intent or gross negligence by dobbi.
  4. dobbi’s liability only arises if the customer has put dobbi in default in writing, giving a reasonable term to fulfill its obligations. If dobbi fails to comply within that term, the default occurs.
  5. A condition for any right to compensation is that the customer reports the damage in writing to dobbi’s customer service within 48 hours, including a copy of the purchase receipt.
  6. In the event of force majeure, dobbi is not obliged to compensate any damage.
  7. dobbi is not liable for incomplete or incorrect communications from the customer, loss of objects in items, color fading or shrinkage, damage to items without a wash label, or loss/damage of buttons, zippers, decorations, covers, or other items.
  8. dobbi is not liable for shrinkage (up to 7%) of curtains, damage from sunlight, or the loss of curtain hooks, rings, or other accessories.

Wash & Fold Orders

Article 11.

  1. Wash & fold items are not individually tagged but processed per order. dobbi is not liable for the loss of individual items.
  2. All items are washed at 30 degrees and dried at medium temperature. Due to the high volume, it is not possible to accommodate individual preferences unless otherwise agreed.
  3. dobbi is not liable for damage resulting from washing or drying items in this service, as wash labels are not individually checked.
  4. Wash & fold orders must not include shirts, blouses, table linens, or items that need dry cleaning. If such items are found, they will be processed individually and charged accordingly.

Specific Items

Article 12.

  1. Wedding Dresses: dobbi is not liable for damage to wedding dresses; cleaning is done at the customer’s own risk. These items require 2-3 weeks for delivery and special treatment.
  2. Leather and Suede: dobbi is not liable for damage to leather and suede items; cleaning is done at the customer’s own risk. These items require 2-3 weeks for delivery and special treatment.
  3. Duvets: dobbi is not liable for damage to duvets. These items require specific cleaning methods and have different delivery times. After cleaning, duvets are 100% hygienically clean, but yellow stains may still be visible.

Personal Data

Article 13. dobbi processes the customer’s personal data in accordance with the privacy statement available on the app and website.

Final Provisions

Article 14.

  1. These terms and conditions and the agreement are governed solely by Dutch law.
  2. Unless mandatory law provides otherwise, disputes will be submitted to the competent Dutch court in the district where dobbi is established, which is the Midden-Nederland Court in Amersfoort.
  3. If any provision in these terms and conditions is null and void, it does not affect the validity of the entire terms and conditions. In that case, parties will establish new provisions to reflect the original intent as closely as possible.
  4. “In writing” also includes communication by email or via the app, provided the identity of the sender and the integrity of the email are sufficiently established.
  5. dobbi may amend these terms and conditions from time to time.

Additional Provisions for Service Points

Article 15.

  1. Receipt upon Drop-off: After dropping off clothing or other textiles at a service point, the customer receives a receipt, confirming that the service will be provided in accordance with these terms and conditions.
  2. Types of Service Points: dobbi uses two types of service points:
    • PostNL Terminal: At service points with a PostNL terminal, the receipt states the expected return date. dobbi is not liable for timely delivery, as delays may occur due to factors beyond our control.
    • Service Points without PostNL Terminal: At service points without a PostNL terminal, counter staff can provide an estimated delivery time. dobbi is not liable for delays in this case either.
  3. Rates and Price List: Cleaning costs can be communicated by service counter staff. However, the customer is always referred to the online price list at www.dobbi.com/prijslijst for the most current rates. This is also noted on the receipt.
  4. Responsibility of the Service Point: Although dobbi strives to provide reliable and timely services through all service points, it depends on correct process execution by these points. If a service point does not follow the proper process, this may cause delays or even item loss. dobbi will make every effort to resolve such situations, but process execution at the service point is partly the responsibility of that third party. Nonetheless, dobbi remains ultimately responsible for service delivery.
  5. Liability for Delays or Loss: If delays or losses occur due to the service point’s actions, dobbi will make every effort to rectify the problem. The customer will be informed as soon as possible. However, delays or losses caused by the negligence of a service point do not warrant immediate compensation from dobbi. The maximum liability remains as specified in Article 10.
  6. Complaints about Service Points: If a customer has complaints about the service received at a service point, they can submit the complaint in accordance with the complaints procedure in Article 9. dobbi will then contact the service point to resolve the issue. Customers will be informed of the progress within the usual time frames.

Contact Information

Article 16. If you have any questions, complaints, or comments after reading these terms and conditions, please contact us by letter or phone.

Clean Clothes B.V.
Trading as dobbi
Naarderweg 16, 1217 GL Hilversum
Phone: +31 85 0187540
Email: info@dobbi.com
Chamber of Commerce: 70098778
VAT number: 858140901b01


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Joop van den Endeplein 1
1217 WJ Hilversum
The Netherlands
Clean Clothes B.V. – dobbi
IBAN: NL44ABNA0814405754
KvK: 70098778
BTW: 858140901B01
Customer care Email: info@dobbi.com
Monday to Friday:
09:00 – 17:30