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TERMS OF SERVICE

Terms &
Conditions

Please read these terms carefully before using our services.

Last Updated: March 5, 2026

CLEANED AT OWNER'S RISK

Lorenzo will use reasonable efforts to ensure that washing, drying, ironing, pressing and folding services are maintained at a high level of quality. We treat your laundry as if it were our own. When you or your representatives deposit your items with us for cleaning, you will be deemed to have full knowledge and acceptance of the following conditions of service.

This agreement is strictly between Lorenzo Group Limited (“Lorenzo”) and the Customer (“You”) and does not in any way constitute or imply any relationship with any other parties.

1. Discolouring & Shrinkage

All clothing, garments, textiles and apparel (“items”) are handled with greatest care but owing to the conditions of the items or non-apparent/non-visible defects in its material there is a POSSIBILITY OF DISCOLOURING OR SHRINKAGE. Such items are accepted for cleaning at OWNER'S RISK and Lorenzo will not accept any responsibility for it.

2. Loose Colour

Lorenzo accepts no liability for items whose loose color, especially when color of one part of the garment gets on the other part.

3. Stain Removal

Removal of stain is a part of the process but, complete removal of stains cannot be guaranteed and will be processed at customer's risk.

4. Care Labels

Lorenzo does not rely on manufacturer's suggested care and washing/drying labels on the article, and will not be responsible for items labeled “hand wash only” or “dry clean only”.

5. Right to Decline

Lorenzo reserves the right to decline cleaning any items.

6. Item Count at Delivery

You are requested to count the items at the time of delivery and inform our delivery team in case of missing items. Lorenzo will not be responsible for any such claims after the items delivery has been accepted and/or signed by the customer.

7. Personal Items in Pockets

Lorenzo is not responsible for loss of or damage to any personal or non-cleanable items left in the article such as money, jewelry, or anything else. You should check pockets and compartments before giving up items for cleaning.

8. Warranty Period

Lorenzo gives a warranty of 24 hours from the date of delivery for the items, for any quality related issues with washing or dry-cleaning of the items (only if the items have not been used by the customer after service) or any damages. Any quality related claim after the stipulated time shall not be considered.

9. Ornaments & Jewellery Fittings

Lorenzo shall not be held responsible for any ornaments/jewellery fittings on the garment. Although we have expertise in identifying the most appropriate cleaning methods for each specific piece having examined its decorative components, we will not accept responsibility for loss or damage of jewelry fittings on the items due to their inherent unsustainability for washing and dry-cleaning.

10. Missing & Damaged Items

For missing and damage attributed to us, Lorenzo will compensate you in accordance with our Compensation Policy below.

11. Force Majeure

We accept no liability for any loss or damage of items arising due to fire, burglary or any other similar unforeseen/natural causes beyond our control.

12. Chemicals & Allergic Reactions

Lorenzo uses standard chemicals and will not be held responsible for any form of allergic reactions caused by the soaps and chemicals we use or the process we follow.

13. Delays

Some items may require additional cleaning period. No deduction on billed amount or claim can be initiated against us in respect of delays.

14. Designer & High-End Items

Tariff for designer wear, high end and unique items will be decided on a case to case basis depending on the complexity and the same shall be communicated to you after it is examined by the expert at the processing centre.

15. Uncollected Items

Lorenzo is not responsible for any items which are left beyond three months. After this period, if any discount was given on this order at the time of pickup it shall be removed and a storage fee shall be charged at 12% per month on the total invoice amount. For items not claimed after three months, Lorenzo reserves its right to dispose of them under the Disposal of Uncollected Goods Act, Cap 38, Laws of Kenya.

16. Receipt & Re-delivery

A receipt is issued for goods handed to the company, and no re-delivery can be claimed without production thereof. A date mentioned on the said receipt for re-delivery is sufficient obligation on the part of Lorenzo and notice to take re-delivery of the items deposited with Lorenzo within three months (3) from the date thereof.

17. Complaints

All complaints on the condition of any garment shall be submitted to Lorenzo for a report by its Technical Expert not later than 24 hours of acceptance of the delivery of the garment. The report of the Technical Expert shall be final and conclusive.

18. Dispute Resolution

All disputes arising out of this contract shall be referred to the decision of one arbitrator who shall be appointed in writing by the current Chairman of the Chartered Institute of Arbitrators (Kenya Branch). The current Arbitration rules of the Chartered Institute of Arbitrators (Kenya Branch) shall apply to all arbitration matters referred to under this contract.

19. Privacy

We use your personal data to provide and improve our Services. By using our services, you agree to the collection and use of your personal data in accordance with our Privacy Policy. Please read the privacy policy carefully as it will help you make informed decisions about sharing your personal information with us. If there are any terms in this privacy policy you do not agree with, you can discontinue use of our Services.

20. Acceptance

If you cannot accept the terms and conditions, please do not leave any of your items with us.

Payment Methods: We accept M-Pesa, Credit/Debit Cards, and Account Credit. Lorenzo operates a cashless payment system for your convenience and security.

Compensation Policy

Lorenzo offers a high level of service to its customers. The objective of this policy is to establish a system whereby Lorenzo compensates the customer for missing, lost or damaged items attributed to bad handling without prejudice to any right Lorenzo will have in defending its position before any court of law and/or arbitration. This policy does not cover claims made by customers on account of opportunity losses, damages, or claims pertaining to reputation loss.

Depreciation Schedule

Lorenzo Group will compensate the customer for the value of the items according to the invoice, discounting the following amounts as maximum wear values referring to the date of the invoice:

  • Less than one year: 20% of invoice value
  • From a year and a day to two years: 40% of invoice value
  • From two years and a day to three years: 70% of invoice value
  • More than three years and less than five: 75% of invoice value

Maximum Liability

In the event that we accept liability for any missing or damaged item(s) whilst such item(s) was/were under our possession and control, you hereby irrevocably agree that our aggregate liability in respect of any claim arising out of or in connection with such item(s) shall NOT exceed an amount which is:

  • 5 times the amount charged for our services; or
  • 80% of the total receipt value

Whichever is lower.

Claims Process

Once the compensation process has begun, the customer has 10 working days to send Lorenzo all the documentation deemed appropriate and facilitate the valuation process of the items in order to be able to offer an amount that is as close as possible to the current value of the item.

By default, the compensation will be equal to the amount agreed between Lorenzo and the customer. Designer or haute couture items will be subject to expert evaluation.

Once the amount to be compensated has been determined, the customer will be sent an acceptance document. They will have 15 days to accept or reject this amount and Lorenzo shall proceed to make the payment within 30 days.

Contact Information

If you have questions about these Terms, please contact us: