Terms & Conditions

By accessing our website or mobile application, booking services, or submitting items to Madame Paulette, you enter into a legally binding agreement governed by these Terms and the laws applicable to the location where services are performed.

We may update these Terms from time to time. Continued use of our services after updates constitutes acceptance of the revised Terms.

Additional policies or service-specific conditions may apply and form part of this agreement.

Madame Paulette provides high-touch garment care, dry cleaning, restoration, couture cleaning, tailoring coordination, and interior cleaning services.

All items are assessed individually. Services are performed based on fabric composition, construction, age, prior treatment, and visible condition. Results may vary, and outcomes cannot be guaranteed due to the inherent nature of textiles and prior wear.

By submitting any item, you acknowledge and accept that luxury garments, vintage items, and delicate interiors inherently carry risks, including but not limited to:

• Aged or weakened fibres
• Hidden or prior damage
• Dye instability or colour migration
• Failure of adhesives, trims, linings, or embellishments
• Reactions caused by prior cleaning, staining, or chemical exposure

We will not proceed with services that materially deviate from care label instructions or industry standards without your informed authorization. This Authorization applies whether or not a signed form is obtained.

In higher-risk scenarios, we may require express written confirmation or a separate risk acknowledgment before proceeding. We reserve the right to decline service where risks cannot be reasonably managed.

Items submitted are digitally logged and may be photographed for quality control, documentation, and inventory purposes.

We are not responsible for:

• Personal items left within garments (including jewellery, cash, accessories)
• Items submitted in non-Madame Paulette packaging

Clients are responsible for inspecting garments prior to submission.

All claims relating to loss, damage, or Interior Cleaning service concerns must be reported within forty-eight (48) hours of delivery or service completion.

Our responsibility is limited to the period during which items are in our custody and control.

We shall not be liable for loss or damage occurring after delivery to:

• A client-authorised recipient
• Building staff, concierges, or front desks
• Third parties or unattended delivery locations

In the event responsibility is established, any remedy offered will be assessed fairly and on a case-by-case basis, taking into account:

• Documented fair market value
• Condition at intake
• Prior damage or treatment history
• The nature of the service performed

Remedies, where applicable, may include repair, replacement, store credit, or monetary compensation.

To the fullest extent permitted by law:

• We do not guarantee reimbursement at the original retail or sentimental value
• Total liability for any item shall not exceed a commercially reasonable amount, having regard to service fees and documented value
• Clients are encouraged to maintain independent insurance coverage for high-value items

Nothing in these Terms excludes liability where exclusion is prohibited by law.

Delivery may be performed by Madame Paulette drivers or approved third-party couriers.

Once items are transferred to a third party or delivered to an authorised recipient, responsibility passes to the client.

Unattended delivery or release without signature is undertaken at the client’s risk.

Interior services are provided subject to safe working conditions.

We do not:

• Handle biohazardous materials
• Operate in unsafe or active construction environments

Movement of heavy furniture requires prior approval and may incur additional charges.

Cancellations within 24 hours may incur a fee.

Payment may be required in advance due to the bespoke nature of services.

Items not collected within a reasonable period may incur storage fees.

Where items remain unclaimed after reasonable notice and documented attempts to contact the client, we reserve the right to dispose of or donate items in accordance with applicable law and industry practice.

All services are provided on a best-efforts basis.

We expressly disclaim any guarantee of:

• Complete stain removal
• Restoration outcomes
• Long-term preservation

All implied warranties are disclaimed to the extent permitted by law.

11.1 Service Location Governs

The law applicable to these Terms is determined by the location where services are performed.

11.2 United Kingdom

Where services are provided in the UK, these Terms are governed by the laws of England and Wales.

Nothing in these Terms limits your statutory rights under the Consumer Rights Act 2015.

Disputes shall be subject to the courts of England and Wales.

11.3 United States

Where services are provided in the United States, these Terms are governed by the laws of the applicable state.

For services performed in New York, disputes may be resolved through binding arbitration in accordance with applicable arbitration rules, where legally permitted.

11.4 Conflict

In the event of conflict between this Section and other provisions, this Section prevails.

Client privacy is fundamental to our business.

Any proposed NDA must be reviewed and approved in writing. Until executed, our standard confidentiality practices apply.

We are not liable for delays or failures caused by events beyond reasonable control, including natural disasters, transport disruption, labour disputes, pandemics, or utility failures.

By using our services, you confirm that you have read, understood, and accepted these Terms.

CONTACT

Madame Paulette

Loading...

Email: asktheexpert@madamepaulette.com