• Dobbi: The private limited company Clean Clothes B.V., located 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, whether 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 general 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 textiles that require treatment.
• General Terms and Conditions: These general terms and conditions.
• Customer Service: Dobbi’s customer service, available from 9:00 to 17:30 (Mon – Fri) via email at [email protected] and by phone at +31 85-01 875 40.
• Website: Dobbi’s website at www.dobbi.com.

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

• Pricing Includes VAT: All prices for services listed in the app, on the website, and in other dobbi materials (such as flyers and proposals) include 21% VAT, unless otherwise indicated.
• Pricing Based on Items: Prices depend on the number of items sent by the customer to which the services apply. Once it is clear how many items or how much laundry weight is subject to the services, dobbi will inform the customer via the app, website, or customer service about the total cost, including VAT and any transport costs.
• Cancellation and Transport Costs: If the order has been dropped off at a service point or collected, and you decide to cancel the order for any reason, we may charge transport costs.
• Minimum Order Value: The minimum order value for dobbis 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.
• Pricing Accuracy: The content of the app and website has been compiled with the utmost care. However, dobbi cannot guarantee that all information on the app and website is always correct and complete. All prices and other information on the app, website, and other dobbi materials are subject to programming and typographical errors.
• Payment Methods: The customer must make payments to dobbi in accordance with the payment methods indicated in the app or on the website. dobbi reserves the right to decide which payment methods are offered, and these may be changed from time to time. Payment is always required before the items are returned.
• Late Payment Policy: If the customer does not meet their payment obligations on time, after being notified of the late payment by dobbi and given a period of 14 days to pay, statutory interest will be charged on the outstanding amount. dobbi is also entitled to charge its extrajudicial collection costs.
• Deposit for Bags and Covers: For the transport of orders, dobbi uses green dobbi laundry bags and garment covers. For these bags and covers, a deposit of €5.95 per bag or cover is charged. 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.

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.

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.

The customer can only modify or cancel the agreement if this is reported to customer service during business hours at least 8 hours before the collection of the items. For orders scheduled between 15:00 and 20:00, the notification must be made at least 12 hours in advance on a business day. For orders scheduled between 08:00 and 12:00, the notification must be made at least 18 hours in advance on a business day. A business day is defined as Monday through Friday.

If the customer provides incorrect (address) details before or during the formation of the agreement, dobbi has the right to suspend 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 collection of the items.

If dobbi is unable or unwilling to fulfill the agreement for any reason, this will be communicated to the customer as soon as possible. The agreement will then be dissolved, and any prepayments will be refunded to the customer.

To fully use the services, the customer must first register via the app, website, or customer service by verifying their phone number and/or email address.

After forming the agreement, 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.

The customer must keep their login credentials, username, and password strictly confidential. Dobbi is not liable for misuse of login credentials and may assume that any order placed using the customer’s account is indeed placed by that customer. All actions performed via the customer’s account are the responsibility and risk of the customer.

If the customer knows or suspects that their login credentials have fallen into unauthorized hands, they must change their password as soon as possible and/or notify dobbi so that appropriate measures can be taken.

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 quality and legal provisions at the date of the agreement.

If the services do not comply with the agreement, the customer must report this in writing to customer service within 48 hours of receiving the items, including photos of the relevant items.

If dobbi considers the complaint justified, the services will be performed again free of charge (re-wash), or the items will be repaired, replaced, or reimbursed. In case of re-wash, dobbi requests that the items be returned within 5 working days after approval.

In case of loss or irreparable damage, dobbi uses the Depreciation List of the Consumers Association to determine compensation. The maximum compensation is equal to 10 times the standard cleaning cost per item, with a maximum of €250 per customer.

• If the customer has a complaint about the services (in accordance with Article 8), they may submit it to dobbi by phone, email, or post. See the contact details at the bottom of these terms and conditions.
• dobbi will respond to the customer as soon as possible, but no later than within 2 working days. If no substantive or final response can be provided yet, the customer will receive a confirmation within 2 days with an estimated timeframe in which dobbi expects to provide a substantive response.
• dobbi adheres to a maximum investigation period of 8 weeks from the complaint submission. If dobbi considers the complaint justified, compensation will be provided within 2 months, provided that all required information is submitted on time and in full.

Liability

Article 10.

• Dobbi’s total liability to the customer due to an attributable failure in the performance of the agreement is limited to a maximum compensation of ten times the standard amount (cleaning costs including VAT) per item, with a maximum of €250 per customer.
• Dobbi is not liable for indirect damages, including consequential damages, lost profits, missed savings, data loss, and damages due to business interruptions.
• Dobbi adheres to a maximum investigation period of 8 weeks from the complaint submission. If Dobbi considers the complaint justified, compensation will be provided within 2 months, provided that all required information is submitted on time and in full.
• These limitations do not apply if the damage results from intent or gross negligence on the part of Dobbi.
• Dobbi’s liability to the customer arises only if the customer notifies Dobbi in writing of the default and sets a reasonable deadline for compliance. If that deadline passes without compliance, Dobbi is in default.
• A condition for the right to compensation is that the customer reports the damage to Dobbi’s customer service as soon as possible, but no later than 48 hours, in writing, including a copy of the purchase receipt.
• In cases of force majeure, Dobbi is not obliged to compensate any damage.
• Dobbi is not liable for incomplete or incorrect information provided by the customer, loss of items contained within cleaned garments, color fading or shrinkage, damage to items without a care label, or loss/damage of buttons, zippers, decorations, covers, or other accessories.
• Dobbi is not liable for shrinkage (up to 7%) in curtains, sun damage, or loss of curtain hooks, rings, or other accessories.

Wash & Fold Orders

Article 11.

• Wash & Fold items are not individually tagged but processed per order. Dobbi is not liable for the loss of individual items.
• All items are washed at 30 degrees and dried at medium temperature. Due to the high volume, it is not possible to accommodate personal preferences unless otherwise agreed.
• Dobbi is not liable for any damage caused by washing or drying items in this service, as care labels are not checked individually per item.
• Wash & Fold orders must not include shirts, blouses, table linen, or items that require dry cleaning. If such items are found, they will be processed individually and charged according to individual pricing.

Specific Items

Article 12.

• Wedding Dresses: Dobbi is not liable for any damage to wedding dresses; cleaning is performed entirely at the customer's own risk. These items have a delivery time of 2-3 weeks and require specific treatment.
• Leather and Suede: Dobbi is not liable for any damage to leather and suede items; cleaning is performed entirely at the customer's own risk. These items have a delivery time of 2-3 weeks and require specific treatment.
• Duvets: Dobbi is not liable for any damage to duvets. These items require specific cleaning methods and have different delivery times. After cleaning, duvets are 100% hygienically clean, but any yellow stains may remain visible.