Terms and conditions

Last updated 2026-10-23.

1. About us

Say Laundry is a trading name of Mazidi Homes Limited, a company registered in England and Wales (company number 15350516), registered office Flat 55 Banstead Court, 60 Westway, London W12 0QJ. Contact us at support@mazidigroup.com. These terms apply when you book with us on our website or app. Please read them before you book; by booking you agree to them.

2. Our service

We collect your items from your address, have them cleaned by an independent partner cleaner we work with, and return them to you in the windows you choose. We offer Wash & Fold, Wash & Iron, Dry Cleaning, Ironing Only, and Duvets & Bulky Items, as described on our prices page. We provide the service with reasonable care and skill, as the Consumer Rights Act 2015 requires.

3. Prices and payment

• Prices are those on our prices page and shown when you book. The minimum order is £20: smaller orders are topped up to £20. Collection and delivery are free. There is no separate service fee.
• Mazidi Homes Limited is not registered for VAT, so no VAT is added to our prices.
• Wash & Fold is priced by weight. Your booking shows an estimate; the weight is confirmed at the cleaner. Extra weight above the bag allowance is charged per kg, rounded up to the next whole kg. Item counts are checked at the cleaner too.
• When you book, you save a card with our payment provider, Stripe; we never see your full card details. Nothing is taken at booking. After your items are checked we charge the confirmed price: up to your booking estimate without asking again, and anything above the estimate only after you approve the new price. You are charged when your items are delivered.
• If a payment fails, we will ask you to pay by a secure link, and we will hold your clean items until payment is made.

4. Changing or cancelling a booking

• You can cancel free of charge until 2 hours before your collection window starts. You can change your collection or return window up to 2 hours before it starts, subject to availability (up to 3 changes per order).
• Once your items have been collected, the order can no longer be cancelled, because the work has started at your request.
• Your statutory right to cancel a service contract within 14 days still applies, but by asking us to collect within that period you agree that we start the service; once it has been fully provided you cannot cancel it, and if you cancel part-way you pay for the work already done.

5. Collection and return

• Please be available in your chosen windows. Our driver will wait up to 10 minutes. If we cannot collect because no one is available, we may cancel the collection.
• If no one is available to receive your items and you haven’t authorised a safe place, we will arrange a new delivery window; each failed delivery attempt costs £5.
• If you choose a safe place, you authorise us to leave your items there; we take a photo as proof of delivery, and the items are your responsibility once left.
• For in-person returns we ask for the 4-digit PIN shown on your order.
• If items can’t be returned and no new delivery is arranged within 30 days of the scheduled return, we may donate them to charity or dispose of them.

6. Your items

• Please check pockets and remove valuables and anything hazardous. Follow the care labels: choose Dry Cleaning for dry-clean-only items. We may decline items we can’t clean safely.
• Tell us before collection about any item worth more than £250, so we can agree how it is handled. Without notice, such items are covered only up to the limits below.
• We try to remove stains but can’t guarantee it. We are not responsible for pre-existing damage or wear, for items without care labels or with incorrect labels, for colour run or shrinkage in Wash & Fold, for loose buttons or zips, or for items left in pockets.

7. Problems and claims

• If you are not happy with the cleaning, tell us within 24 hours of delivery and we will re-clean the items free of charge.
• Report loss or damage within 48 hours of delivery, with photos where you can, through your order page or by email.
• We assess claims fairly, following the Textile Services Association’s guidance (which takes account of the item’s age and wear) and may ask for proof of purchase. Compensation is up to 10 times the cleaning price of the item and no more than £50 per item, unless we agreed otherwise before collection. If we pay for an item, we may keep it.

8. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for business losses or for delays caused by inaccurate booking information or events outside our reasonable control. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or your statutory rights.

9. Accounts

You can book as a guest or with an account. You can delete your account at any time from your account page; see our privacy notice for what we keep.

10. Complaints and law

If something goes wrong, contact us at support@mazidigroup.com and we will try to put it right. These terms are governed by the law of England and Wales; you can bring proceedings in the courts of the UK nation where you live. We may update these terms; the version on the day you book applies to that booking.