Legal & Policies

1. Legal Information

Ozzy’s Dry Cleaning & Alterations is a family-run business serving Stoke Newington and North London. These policies govern all services provided by us, including dry cleaning, laundry, alterations, shoe repairs, and free collection and delivery.

By placing an order with us, whether in store, by telephone, or via our website, you agree to be bound by the terms set out below. Please read them carefully. If you have any questions, contact us before placing your order.

Business name: Ozzy’s Dry Cleaning & Alterations

Address: Stoke Newington, North London

Phone: 020 7923 1399

2. Terms & Conditions

These Terms and Conditions apply to all cleaning, alteration, repair and delivery services provided by Ozzy’s Dry Cleaning & Alterations. By leaving items with us or booking a collection, you are agreeing to these terms.

2.1 Orders and acceptance

An order is accepted when we collect your items or when you hand them to us in store. We reserve the right to decline any item that we consider unsuitable for our processes. We will notify you as soon as reasonably practicable if we are unable to proceed with any item.

2.2 Prices, estimates and additional work

Prices are based on our published price list. Where specialist treatment or additional work is required, we will provide an estimate and seek your approval before proceeding. Estimates are not binding quotes and may change if the condition of the item reveals further work is necessary.

2.3 Turnaround times

Standard turnaround is 48 hours from collection or drop-off. Express and same-day services may be available at an additional charge. Turnaround times are estimates only. We cannot be held liable for delays caused by factors outside our control including but not limited to staffing, equipment failure or unforeseen item complexity.

2.4 Customer responsibilities

You are responsible for checking all pockets and removing personal items before handing garments to us. We accept no liability for damage to or loss of items found in pockets. You should inform us of any known stains, damage, or special requirements at the time of collection or drop-off.

2.5 High-value, sentimental and irreplaceable items

We treat all items with care. However, for items of exceptional monetary or sentimental value, or items that are irreplaceable, we strongly advise you to inform us before we proceed. Our liability is limited as described in our Claims policy. We may decline to accept certain high-value items.

2.6 Care labels and manufacturer instructions

We follow care label instructions where they are legible and present. If labels are missing, worn, or misleading, we will apply our professional judgement. We cannot be held liable for damage to items where care labels are absent, illegible or incorrect.

2.7 Professional cleaning risks and inherent defects

Some fabrics and garments carry inherent risks during professional cleaning, including but not limited to: colour run, shrinkage, pile distortion, seam failure, and adhesive breakdown. Where these risks are foreseeable, we will advise you in advance. We cannot be held responsible for damage arising from latent defects in the fabric or construction of an item.

2.8 Stain removal

We will make every reasonable effort to remove stains. However, some stains are permanent and cannot be removed without risk of damage to the fabric. We do not guarantee the removal of any specific stain. Our failure to remove a stain does not entitle you to a refund of the cleaning charge unless we have expressly guaranteed removal in writing.

2.9 Buttons, zips, trims and decorative components

We take all reasonable precautions with buttons, zips, decorative trims, beading, sequins and similar attachments. However, these components may be delicate or poorly attached and may be damaged or lost during cleaning. We will not be liable for such loss or damage unless caused by our negligence.

2.10 Wedding dresses and ceremonial garments

Wedding dresses and ceremonial garments require specialist care. We will advise on the appropriate treatment before proceeding. Given the nature of these garments, additional time and charges may apply. Please inform us at the time of booking if your item falls into this category so we can allocate the appropriate resource.

2.11 Leather, suede, fur and specialist skins

Leather, suede, fur and specialist skin garments are cleaned using industry-approved methods. These materials carry inherent risks and may react differently to cleaning. Results cannot be guaranteed. We reserve the right to decline items we consider at high risk of damage.

2.12 Rugs, curtains, duvets and household textiles

Household textiles including rugs, curtains and duvets are accepted subject to inspection. Size and weight surcharges may apply. Shrinkage, colour variation and pile changes may occur with some materials and are not considered defects arising from our cleaning processes.

2.13 Shoes, handbags and repairs

Shoe and handbag cleaning and repair services are provided by our in-house specialists. Results vary by material and condition. We will advise on expected outcomes before proceeding. We are not liable for damage to items already in poor condition prior to acceptance.

2.14 Alterations and garment repairs

Alterations and repairs are carried out by our qualified in-house seamstresses. All alterations are performed to your specification as agreed at the time of order. We recommend a fitting after collection. Amendments requested after the original work is complete may be subject to an additional charge.

2.15 Photographs, condition records and marketing use

We may photograph items on receipt to record their condition. These records are used for internal purposes and to support any claims. We may also photograph completed work for marketing purposes. If you do not wish your items to be used in marketing, please inform us at the time of booking. See our Privacy Policy for further details on how we handle personal data.

2.16 Payment and retention of items

Payment is due on collection of your order. We accept cash, card and contactless payments. We reserve the right to retain items until full payment has been received. Items not collected and unpaid after 90 days may be disposed of in accordance with our Uncollected Items policy.

2.17 Cancellations

You may cancel a collection booking up to 2 hours before the scheduled collection time without charge. Cancellations after this time may incur a missed collection fee. Once items have been collected and processing has commenced, cancellation is not possible and the full cleaning charge will apply.

2.18 Events outside our reasonable control

We will not be liable for any failure or delay in performing our obligations where that failure or delay results from events outside our reasonable control, including adverse weather, strikes, or equipment failure. We will make every reasonable effort to minimise the impact on you and will notify you as soon as practicable.

3. Collection & Delivery Policy

We offer free collection and delivery across North London as part of our standard service. The following conditions apply.

3.1 Service area and minimum order

Our collection and delivery service covers Stoke Newington, Islington, Hackney, Finsbury Park, Highbury, Canonbury, and surrounding North London areas. A minimum order value may apply for collection and delivery bookings. Please contact us to confirm your area is covered.

3.2 Booking windows

Collections and deliveries are available Monday to Saturday within our published time windows. You will be given a two-hour slot. We will make every effort to arrive within this window. Late arrivals beyond our control will be communicated to you by phone or text.

3.3 Access and customer availability

Someone must be available to hand over or receive your items at the agreed time, unless a safe place has been pre-agreed. If our driver is unable to access the property or the customer is unavailable, a missed collection or delivery fee may apply. We will make one re-attempt where reasonably possible.

3.4 Safe places and authorised recipients

If you would like items collected from or delivered to a safe place (e.g. a neighbour, a porch, or a doorstep), you must inform us in advance and accept responsibility for items left in that location. We cannot be held liable for items left as instructed by you.

3.5 Checking your order

Please check your order upon delivery and notify us of any concerns as soon as possible and within 42 hours of receipt. Late notifications may limit our ability to investigate or resolve a concern. See our Claims policy for full details.

4. Claims, Refunds & Compensation Policy

We take great pride in our work and aim to resolve any concerns promptly and fairly. The following procedure applies to all claims.

4.1 Reporting concerns within 42 hours

All concerns regarding the condition of returned items must be reported to us within 42 hours of collection or delivery. Claims made after this period may not be accepted, as it becomes difficult to establish whether any issue arose from our work. Please contact us by phone on 020 7923 1399 or by email as soon as possible.

4.2 Information required

To investigate your claim we will require: your name and contact details, your order reference or collection date, a clear description of the issue, photographs of the item and the specific damage or concern, and confirmation of the item’s original condition prior to submission.

4.3 Preservation of evidence

Please retain the item in its returned condition until your claim has been resolved. Do not attempt to clean, repair or alter the item, as this may affect our ability to investigate. We may request the item back for inspection.

4.4 Inspection and rectification

Where a valid concern is identified, we will offer to re-clean or rectify the item at no additional charge as our first course of action. We may commission an independent textile expert where the cause of damage is disputed. The cost of such assessment will be borne by the party found to be at fault.

4.5 Refunds

Refunds of the cleaning charge will only be provided where we have failed to meet the standard of care expected of a competent dry cleaner and re-cleaning is not possible or appropriate. Refunds will not be given for inherent risks that were disclosed in advance or for issues arising from pre-existing damage or unsuitable care labels.

4.6 Compensation

Where we are found to have caused damage through our negligence, compensation will be calculated in accordance with the Fair Compensation Calculator published by the Textile Services Association (TSA). This takes into account the age, condition and depreciated value of the item. Our maximum liability will not exceed 10 times the cleaning charge for any single item unless otherwise agreed in writing.

4.7 Exclusions that remain subject to law

Nothing in this policy limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law including the Consumer Rights Act 2015.

5. Uncollected Items

Items not collected within 90 days of the agreed return date will be treated as abandoned. We will make reasonable efforts to contact you using the details provided before disposing of any item. After 90 days, uncollected items may be donated to charity, sold, or disposed of. We accept no liability for items disposed of under this policy once the 90-day period has elapsed and contact attempts have been made.

Payment remains due for all completed work, regardless of whether items are collected. Any outstanding balance must be settled before collection can take place.

6. Privacy Policy

We are committed to protecting your personal information and your right to privacy. This policy explains what information we collect, why we collect it, and how we use it.

6.1 Who we are

Ozzy’s Dry Cleaning & Alterations is the data controller for the personal information we collect from you. If you have any questions about this privacy policy, please contact us at the address or phone number listed at the top of this document.

6.2 Information we may collect

We may collect the following types of personal information:

• Your name, address, email address and telephone number
• Order details and service history
• Payment information (processed securely via our payment provider)
• Photographs of items submitted for cleaning or alteration
• Correspondence and communications with us
• Website usage data (via cookies — see our Cookie Policy)

6.3 Why we use personal information

We use your personal information to:

• Process and fulfil your orders
• Arrange and confirm collection and delivery
• Respond to your enquiries and complaints
• Send you service updates and notifications
• Comply with our legal obligations
• Improve our services
• Send you marketing communications where you have consented

6.4 Lawful bases

We process your personal data under the following lawful bases: performance of a contract (to fulfil your order), compliance with a legal obligation, our legitimate interests (such as business development and fraud prevention), and consent (for marketing communications).

6.5 Sharing information

We do not sell your personal data. We may share it with trusted third parties who assist us in operating our business, such as payment processors and delivery partners. All third parties are required to handle your data in accordance with applicable data protection laws.

6.6 Retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements. Typically, order records are kept for six years. Marketing data is retained until you withdraw consent.

6.7 Your rights

Under UK data protection law, you have the right to: access your personal data, correct inaccurate data, request erasure of your data, restrict or object to processing, and data portability. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO). To exercise any of these rights, please contact us directly.

6.8 Marketing and item photographs

With your permission, we may use photographs of completed work for marketing purposes on our website and social media. No identifying personal information will be published alongside such photographs without your explicit consent. You may withdraw this consent at any time by contacting us.

6.9 Security and international services

We implement appropriate technical and organisational security measures to protect your personal information. Your data is stored and processed within the UK. We do not transfer personal data outside the UK or EEA unless adequate protections are in place.

7. Cookie Policy

Our website uses cookies to improve your experience and to help us understand how visitors use our site. This policy explains what cookies are, what we use them for, and how you can control them.

7.1 Types of cookies we may use

We may use the following types of cookies:

• Essential cookies: required for the website to function correctly. These cannot be disabled.
• Analytics cookies: help us understand how visitors interact with our site (e.g. Google Analytics).
• Preference cookies: remember your settings and preferences for a better experience.
• Marketing cookies: used to deliver relevant advertisements and track campaign effectiveness.

7.2 Consent and control

Non-essential cookies will only be set with your consent, which we will request when you first visit our website. You can withdraw or manage your cookie preferences at any time via the cookie settings on our website. Most web browsers also allow you to control cookies through their settings.

7.3 Third-party services

Our website may include content or functionality from third-party services such as Google Maps, social media platforms, or analytics providers. These third parties may set their own cookies in accordance with their own privacy policies, over which we have no control. We recommend reviewing their policies directly.

8. Website Disclaimer

The information contained on this website is provided in good faith for general information purposes only. Whilst we endeavour to keep the information up to date and accurate, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability or suitability of the information.

Any reliance you place on information from this website is strictly at your own risk. We will not be liable for any loss or damage arising from the use of, or reliance on, our website content.

Our website may contain links to external websites. We have no control over the content or availability of those sites and are not responsible for their content or privacy practices.

We reserve the right to modify these policies at any time. Changes will be published on this page with the date of update. Your continued use of our services after any change constitutes your acceptance of the updated terms.

Last updated: July 2026