Terms and Conditions

Choayo Laundry Terms and Conditions

Choayo Laundry is a premium laundry service that provides personalized garment care based on item condition, material characteristics, and documented care notes at the time of acceptance. Each item is processed in accordance with the agreed care approach, reflecting Choayo’s role as a trusted partner in supporting the Customer’s daily and personal needs.

This document governs the terms and conditions for the use of all services provided by Choayo (“Choayo”, “We”). By using Choayo’s services, the Customer (“You”) declares that they have read, understood, and agreed to all of the provisions below.

Customer Consent

By submitting laundry items to Choayo, either directly at the outlet or through pick-up and delivery services, the Customer declares that they have read, understood, and agreed to all Choayo Laundry Terms and Conditions, including special provisions for premium wardrobe care as well as any changes that may be implemented in the future.

Item Condition Upon Receipt

All items will be recorded and processed based on their actual condition at the time they are received by Choayo, in accordance with the visual inspection conducted by counter staff or the driver.
Choayo is not responsible for conditions that already existed prior to receipt, including but not limited to:

Old stains or stains that have undergone oxidation
Thinning, fragile, or brittle fabric fibers
Colors that have faded or experienced prior bleeding
Weak stitching, loose buttons, or faulty zippers
Cracks, breaks, or damage to accessories (ornaments, beads, embellishments)

For premium wardrobe & personalized care services, special notes recorded at the time of receipt become the primary reference in the care process and complaint evaluation.

Items without care labels or with unclear care labels will be processed based on Choayo’s professional standards and are processed at the Customer’s agreed risk.

Process & Responsibility

Choayo carries out all care processes in accordance with professional standards and best practices for premium wardrobes.
In the event of damage that is proven to be directly caused by Choayo’s negligence, the following compensation scheme shall apply:
Maximum compensation: 10 (ten) times the washing fee of the related item

Determination of compensation considers:

The age of the item (estimated based on physical condition)
Purchase date information (if provided by the Customer)
Level of reasonable wear and tear
Whether the primary function of the item can still be used

Choayo does not provide compensation based on the purchase price or market value of the item, unless otherwise agreed in writing in advance.
For high-value, rare, or couture items, Customers are advised to provide written information at the time of receipt for special handling.

Minor Damages Considered Normal

Minor damage considered normal and not regarded as Choayo’s negligence includes, but is not limited to:

Slight changes in fabric texture after washing
Minor shrinkage according to fabric characteristics
Light wrinkling after processing
Natural changes in sheen for certain materials
Release of fine fibers (light rolled/pilling)

High Risk Items

Items categorized as High Risk Items will be informed to the Customer at the time of receipt by counter staff or the driver.
This category includes, but is not limited to:

Extremely fragile or sensitive materials
Unstable colors
Extreme fabric structures
Old items with material degradation

By approving the cleaning of high risk items, the Customer understands and agrees that any damage that may occur shall not be the responsibility of Choayo, provided it has been communicated and recorded at the time of receipt.

Wash Guarantee

The wash guarantee is valid for 6 (six) hours after the item:
Is collected directly by the Customer, or
Is received by the Customer through delivery service.

The Customer must conduct a receive checking at the time the item is received.
Complaints submitted after the 6-hour period are considered beyond the guarantee period and cannot be processed.

Storage of Completed Items (Free of Charge)

Choayo provides storage facilities for items that have been completed for up to 45 (forty five) calendar days at no additional charge.

After exceeding 45 days, storage may only continue with the Customer’s consent and will be subject to a storage fee of 10% of the total transaction value per month.

Item Stored without Storage Consent

Damage or loss of items that are not collected for more than 45 days without consent to use paid storage shall be entirely the responsibility of the Customer and shall not be the responsibility of Choayo.

Uncollected Items

Items that are not collected for more than 45 (forty five) calendar days from the completion date are considered Customer negligence.
Choayo is not responsible for any damage, loss, or deterioration in quality of items after this period.

Changes to Terms & Conditions

We reserves the right to amend these Choayo Laundry Terms and Conditions at any time. The latest version shall serve as the applicable reference.

Governing Law

These Choayo Laundry Terms and Conditions are governed by the laws of the Republic of Indonesia.

Versi Bahasa

SYARAT DAN KETENTUAN LAYANAN CHOAYO LAUNDRY

Dokumen ini mengatur syarat dan ketentuan penggunaan seluruh layanan Choayo (“Choayo”, “Kami”). Dengan menggunakan layanan Choayo, Pelanggan (“Anda”) menyatakan telah membaca, memahami, dan menyetujui seluruh ketentuan berikut.

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1. PERSETUJUAN PELANGGAN

Dengan menyerahkan item laundry kepada Choayo, baik secara langsung di outlet maupun melalui layanan antar-jemput, Pelanggan menyatakan telah membaca, memahami, dan menyetujui seluruh Syarat dan Ketentuan Layanan Choayo, termasuk ketentuan khusus untuk perawatan wardrobe premium serta setiap perubahan yang dapat diberlakukan di kemudian hari.

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2. KONDISI ITEM SAAT PENERIMAAN

Seluruh item akan dicatat dan diproses berdasarkan kondisi aktual saat diterima oleh Choayo, sesuai dengan hasil pengecekan visual oleh counter staff atau driver.
Choayo tidak bertanggung jawab atas kondisi yang telah ada sebelumnya, termasuk namun tidak terbatas pada:
- Noda lama atau noda yang telah mengalami oksidasi
- Serat kain yang menipis, rapuh, atau getas
- Warna yang telah pudar atau bleeding sebelumnya
- Jahitan lemah, kancing longgar, resleting bermasalah
- Retak, pecah, atau kerusakan pada aksesori (ornamen, beads, embellishments)
Untuk layanan premium wardrobe & personalized care, catatan khusus pada saat penerimaan (special notes) menjadi acuan utama dalam proses perawatan dan evaluasi keluhan.
Item tanpa label perawatan (care label) atau dengan label yang tidak jelas diproses berdasarkan standar profesional Choayo dan menjadi risiko yang disetujui oleh Pelanggan.

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3. PROSES & TANGGUNG JAWAB

Choayo menjalankan proses perawatan sesuai standar profesional dan praktik terbaik untuk wardrobe premium.
Apabila terjadi kerusakan yang terbukti secara langsung disebabkan oleh kelalaian Choayo, maka berlaku skema ganti rugi sebagai berikut:
- Maksimal ganti rugi: 10 (sepuluh) kali biaya pencucian item terkait
- Penentuan ganti rugi mempertimbangkan:
  - Usia item (perkiraan berdasarkan kondisi fisik)
  - Informasi waktu pembelian (jika disampaikan oleh Pelanggan)
  - Tingkat keausan wajar
  - Fungsi utama item masih dapat digunakan atau tidak
  - Choayo tidak mengganti berdasarkan harga beli atau nilai pasar item, kecuali disepakati secara tertulis sebelumnya.
Untuk item bernilai tinggi, langka, atau couture, Pelanggan disarankan menginformasikan secara tertulis saat penerimaan untuk penanganan khusus.

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4. KERUSAKAN MINOR YANG BERSIFAT WAJAR

Kerusakan minor yang bersifat wajar dan tidak dianggap sebagai kelalaian Choayo, antara lain:

Sedikit perubahan tekstur kain setelah pencucian
Penyusutan ringan sesuai karakter bahan
Kusut ringan pasca proses
Perubahan kilap alami pada bahan tertentu
Pelepasan serat halus (linting/pilling ringan)

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5. ITEM HIGH RISK

Item yang dikategorikan sebagai High Risk Item akan diinformasikan kepada Pelanggan saat penerimaan oleh counter staff atau driver.
Kategori ini meliputi namun tidak terbatas pada:
- Bahan sangat rapuh atau sensitif
- Warna tidak stabil
- Struktur kain ekstrem
- Item lama dengan degradasi material
Dengan menyetujui pencucian item high risk, Pelanggan memahami dan menyetujui bahwa kerusakan yang mungkin terjadi tidak menjadi tanggung jawab Choayo, sepanjang telah dikomunikasikan dan dicatat saat penerimaan.

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6. GARANSI CUCI

Garansi pencucian berlaku selama 6 (enam) jam setelah item:
- Diambil langsung oleh Pelanggan, atau
- Diterima melalui layanan delivery.
Pelanggan*wajib melakukan pemeriksaan (receive checking) saat penerimaan item.
Keluhan yang disampaikan setelah batas waktu 6 jam dianggap telah melewati masa garansi dan tidak dapat diproses.

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7. PENYIMPANAN ITEM SELESAI (FREE OF CHARGE)

Choayo menyediakan fasilitas penitipan item yang telah selesai diproses hingga 45 (empat puluh lima) hari kalender tanpa biaya.
Setelah melewati 45 hari, penyimpanan hanya dapat dilakukan dengan persetujuan Pelanggan dan dikenakan storage fee sebesar 10% dari total nilai transaksi per bulan.

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8. ITEM DISIMPAN TANPA PERSETUJUAN STORAGE

Kerusakan atau kehilangan item yang tidak diambil lebih dari 45 hari tanpa persetujuan penggunaan storage berbayar sepenuhnya menjadi tanggung jawab Pelanggan dan bukan merupakan tanggung jawab Choayo.

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9. ITEM TIDAK DIAMBIL

1. Item yang tidak diambil lebih dari 45 (empat puluh lima) hari kalender sejak tanggal penyelesaian dianggap sebagai kelalaian Pelanggan.
Choayo tidak bertanggung jawab atas kerusakan, kehilangan, atau penurunan kualitas item setelah periode tersebut.

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10. PERUBAHAN SYARAT & KETENTUAN

Choayo berhak mengubah Syarat dan Ketentuan ini sewaktu-waktu. Versi terbaru akan menjadi acuan yang berlaku.

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11. HUKUM YANG BERLAKU

Syarat dan Ketentuan ini tunduk pada hukum Republik Indonesia.

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