Laundry Policy

Suitability for Laundering

By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process.

Damaged Laundry

We will do everything we can to avoid damaging your laundry. Unfortunately, there are limitations to what we can do. For example, we don’t have time to check your pockets to see if you have left anything in them. Therefore, we can’t be held responsible if something left in your laundry (like nail polish, chewing gum, or a pen) causes any damage. Similarly, if you call and tell us that you left your favorite ring, or anything else, in your pocket, we can’t guarantee that we will find or be able to return it. It is not possible for us to inspect every item for damage or its prior condition upon receiving it. We wash many articles of clothing that are damaged in some form or another for customers every day.

You the customer therefore agree to not hold us liable for any damages based on the condition of clothing after we deliver it back to you, as a condition of using our services. If you do not accept these terms in full then you can cancel your order without penalty up to one hour prior to your pick-up time. After you have us pick-up your laundry, you agree to accept these terms in full and agree to not hold us liable for any damages. We still want to be sure there isn’t something we did to cause any damage so if you find something you didn’t recognize prior, we need to hear from you within 24 hrs. of delivery in order for us to investigate it promptly. We reserve the right, at our own discretion, to reimburse someone for up to 10 times the cost of what we charged to wash a particular article. If we choose to do this, you will need to be able to provide proof of purchase with a written copy of the receipt.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble. Cleaning and drying laundry also creates other risks.

As stated earlier, we do not individually examine every garment prior to placing it in the laundry. Therefore, if something is “dry-clean only,” or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us. We wash all items together as our standard procedure. If you prefer, and notify us ahead of time, we can wash items separately. It is preferred you separate before dropping your clothes off however we can also do the separation for you. Along the same lines, we can’t be held responsible for the re-disposition of colors (aka bleeding) or dimensional changes (aka shrinking or stretching).

Stain Removal

We do NOT offer stain removal services however we do offer a “Color Safe” bleach alternative that is made for tough stains and we can add that if requested into your order. Many common stains do come out during our normal washing however we make no claims or guarantees that we will be able to remove any of them as we only provide basic washing and drying services.

Lost Laundry

We would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result we can’t be held responsible for any lost laundry; we simply have no efficient way of verifying that we actually received any particular piece of laundry in the first place. Rest assured though, we carefully track your clothes. For instance, we tag your clothes with your sales slip, and your clothes are never lose in our facility unless they’re inside a machine, on the folding table with us present, or locked in our office. If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes back — we are much more likely to find misplaced laundry if it is reported early. You agree that by using our services that if you are not home during agreed delivery date/time, that it is OK for us to leave your order by the front door, with the reception, or the lobby guard, whichever is present to us at the time of delivery. You further agree that any loss, stolen, or damaged laundry as a result of the pick-up or delivery process is not our fault and you agree that you accept full responsibility for your laundry during these times.

Minimum Fee

We do have a minimum weight limit for “drop off” laundry (you drop it off at our store) of 5 kg. If you have less than 5 kg., we’re happy to wash your clothes but you will be charged for the minimal 5 kg. fee. With our “Free Pick Up and Delivery Service,” we have a minimum PHP300.00 order amount per visit. If your bill is below PHP300.00, we will charge you PHP30.00 for pick up and delivery. If you cancel your order after we have already picked up your laundry you will still be charged this minimum PHP30.00 fee in order to cover the cost of returning the laundry to you without servicing it.

Pick-up and Delivery Scheduling

Citi Laundry provides pick-up and delivery service within Mandaluyong City and nearby areas; we reserve the right to whether allow pick up and delivery for specific areas, considering distance and safety of our staff. We will do our best to pick-up your laundry at the agreed upon time however sometimes things beyond our control (traffic) can cause delays. We don’t want to be late however we can’t be held accountable if we are late for unforeseen circumstances. Similarly, we hope that you will strive to be on-time for our pick-ups and deliveries. If you do miss a pick-up or delivery, we will try to coordinate an alternate time as soon as possible. A No Show is when we show up to your door, but you and your laundry aren’t around. In the case of a No Show, we reserve the right to charge a No Show fee of PHP15.00. Keep in mind, there’s no fee if you cancel or reschedule 4 hours before the start of your pick-up or delivery time.

Unattended Pick-up and Delivery

If you request that we leave your laundry unattended (e.g., on your porch, in a hallway, or in your foyer) or with a third party (e.g., with a doorman or a neighbor), we are not responsible for your laundry before we have picked it up or after we have dropped it off. You also agree that our records of pick-up and drop-off times are true and accurate.


We offer and use “All Free and Clear” detergent for customers with sensitive skin. However, we do wash clothes in shared washing machines where other detergents may have been used, and it is possible that small amounts of other detergents, which may not be hypoallergenic, may not be completely rinsed out of these washing machines.

Refund Policy

Before you commit to using our “drop off” service we weigh your clothes to tell you what the cost will be ahead of time. If you agree to use our services at that point, then we expect payment after washing your clothes. Once we receive your order back at our store, we will go through your laundry looking to be sure there are no items you missed like comforters, blankets, sleeping bags, and rugs which are priced by the item and NOT by the kilogram. We reserve the right to then modify the price on your order and continue washing the clothes/items and charge you appropriately. Although we truly hope you are satisfied with our services, once we have laundered your clothes, we cannot offer a refund. Additionally, once we pick up your clothes there is a minimum fee (see minimum fee section above).

Privacy Policy

We collect information from you when you register on our apps or platforms or when you talk to one of our employees. When ordering or registering with us, as appropriate, you may be asked for information like your name, e-mail address, home address, and phone number information. We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our business, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or other’s rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.