Terms and conditions for a laundry service
Prepare legal documents for a laundry service that also accepts online orders and needs clear terms for consumer customers.
Deliverables (document package)
- Terms and conditions (sale and delivery terms)
- Right of withdrawal information and withdrawal form
- Privacy policy
- Customer card (brief information sheet for customers)
FjordRen Vaskeri AS offers dry cleaning and laundry services to private and business customers, with both a physical shop and online ordering with pick-up/delivery.
When launching their online ordering service, they discovered they lacked clear terms for online customers. Without clear rules for delivery, complaints, and the right of withdrawal, they risk misunderstandings and disputes with customers.
FjordRen sells services to consumers, both in-store and online. The table shows relevant areas and requirements.
| Area | What it means in practice | Typical sources |
|---|---|---|
| Tradesperson services | Cleaning and laundering are services falling under the Tradesperson Services Act. It regulates performance, complaints for defects, and liability for damage to the customer's belongings. | Tradesperson Services Act, general tort law. |
| Distance selling and right of withdrawal | Pre-purchase information requirements, right of withdrawal for online orders (14 days, with exceptions for completed services), clear terms for price and payment. | Right of Withdrawal Act, E-Commerce Act. |
| Data protection | Information about what personal data is collected, why, and how it is processed. Rights to access, rectification, and erasure. | Personal Data Act/GDPR, Data Protection Authority guidelines. |
| Marketing | Requirements for fair marketing, prohibition of misleading claims, consent for email marketing. | Marketing Control Act. |
- Review of services, sales channels, and customer types.
- Identify what information is collected and processed.
- Right of Withdrawal Act: What information must be provided, exceptions for completed services.
- GDPR: Legal basis for processing, information obligations, data subject rights.
- Tradesperson Services Act: Liability for damage and defective performance.
- Terms in plain language adapted to the target audience (consumers).
- Withdrawal form based on the statutory template.
- Privacy policy with specific information about data processing.
- Publication on website and in the ordering process.
- Customer card for use in-store and at delivery.
Terms and Conditions (Sale and Delivery Terms)
Version: 10.10.2025
1. About these terms
These terms apply to the purchase of laundry services, dry cleaning, and related services from FjordRen Vaskeri AS ("FjordRen").
The terms apply both to in-store orders and to orders via website/app (distance selling), unless otherwise stated.
These terms apply in addition to your mandatory rights as a consumer under Norwegian law. If these terms conflict with mandatory legislation, the law shall prevail.
2. The parties
Service provider: FjordRen Vaskeri AS, org. no. 999 999 999 (fictional).
Address: Storgata 12, 0155 Oslo (fictional address).
Email: kundeservice@fjordren.no (fictional email). Phone: +47 99 99 99 99 (fictional number).
Website: https://fjordren.no (fictional domain).
Customer: You who order the service ("the consumer"), or the person you are ordering on behalf of.
3. The service
FjordRen offers, among other things: washing and folding, dry cleaning (chemical cleaning), stain treatment, pressing/ironing, as well as pick-up and delivery within the specified area.
The service is performed on textiles you deliver or hand over to us at pick-up. The treatment is adapted to the textile's material, condition, and any care labels/washing instructions.
If the textile lacks labelling, is unusually sensitive, or has an unclear history (e.g., unknown dyeing), we may request clarification or advise against treatment.
4. Ordering and contract formation
For orders via website/app: The contract is binding when you have completed the order and received an order confirmation via email/SMS or in the app.
For in-store orders: The contract is binding when we receive the textiles and register the order.
If we discover that the order cannot be carried out in a responsible manner (for example due to the material), we will contact you before treatment begins.
5. Pick-up, delivery, and risk
For pick-up/delivery, the times and zones specified in the order apply.
You must ensure that the textiles are available at the agreed time and packaged so they can be handled safely (for example in sealed bags).
The risk for the textiles passes to FjordRen when we physically take possession of them at pick-up/drop-off, and passes back to you when they are delivered/collected.
6. Prices and payment
All prices are stated in NOK and include value added tax (VAT) where applicable, unless otherwise clearly stated.
The price is calculated based on the selected service, quantity, and any additional services (for example express, special treatment, or extra stain removal).
You pay using the payment methods offered in the ordering system or in-store (for example bank card/Vipps/invoice, depending on what FjordRen offers at any given time).
A receipt/order summary is made available in the ordering system and/or sent by email.
7. Right of withdrawal for distance sales
When you order via website/app as a consumer, you generally have a 14-day right of withdrawal.
For services, the withdrawal period generally begins the day after the contract is entered into.
FjordRen often offers fast processing. If you ask us to start the service before the withdrawal period expires, you may lose the right of withdrawal once the service is fully completed. If you withdraw after we have started, you may be required to pay for the portion of the service already delivered.
The right of withdrawal does not apply when the service is fully completed and you have expressly requested that we start during the withdrawal period and have acknowledged that the right of withdrawal is lost once the contract is fully performed.
See appendix: "Right of Withdrawal Information and Withdrawal Form".
8. Complaints and defects in the service
FjordRen shall perform the service professionally and with due care.
If you believe there is a defect (for example damage or an unsatisfactory result not attributable to the nature of the textile), please contact us as soon as possible after you discovered or should have discovered the issue.
To assess the case, we may request documentation, for example photographs and/or that the textile be returned for inspection.
Your claims and our obligations are governed by mandatory consumer protection legislation, including the rules on tradesperson services where relevant.
9. Special considerations for textiles
Some textiles may shrink, discolour, pill, change texture, or sustain damage as a result of the material's properties, age, wear, previous treatment, or inadequate labelling.
You are responsible for emptying pockets (coins, pens, electronics, etc.). We cannot be held liable for damage caused by items left in pockets.
If we discover conditions that may pose an unacceptable risk (for example dye bleeding), we may halt treatment and contact you.
10. Liability and limitation of liability
FjordRen is liable under applicable law if damage or loss is caused by a defect in the service or negligent handling on our part.
We are not liable for indirect losses (for example lost profits), unless otherwise required by mandatory law.
Nothing in these terms limits your mandatory rights as a consumer.
11. Storage and uncollected items
Completed textiles should be collected/delivered within a reasonable time after you have been notified that the order is complete.
Uncollected textiles may be subject to a storage fee after prior notice.
After an extended period, textiles may be donated or disposed of in accordance with our internal procedures, after prior notice where possible.
12. Data protection
We process personal data to deliver the service, handle customer service, and fulfil legal obligations.
See our "Privacy Policy" for details on what we process, purposes, legal basis, retention periods, and your rights.
13. Changes to the terms
We may update the terms as needed, for example due to changes in the service or regulations.
The version that applies to your order is the one that was available when the contract was entered into.
14. Dispute resolution
Please contact us first and we will try to find a solution.
If we cannot reach an agreement, as a consumer you can receive guidance and possible mediation through the Consumer Authority/Consumer Council. Cases may also be brought before the Consumer Disputes Commission, which adjudicates disputes relating to, among other things, the right of withdrawal and tradesperson services.
Right of Withdrawal Information and Withdrawal Form
Version: 10.10.2025
A. Right of withdrawal information (distance selling)
As a consumer, you generally have the right to cancel (withdraw from) the contract within 14 days without giving any reason.
The withdrawal period runs from the day after the contract was entered into (for services).
To exercise the right of withdrawal, you must give us a clear notification before the deadline expires (for example by email). You may use the withdrawal form below, but it is not mandatory.
If you have asked us to start the service before the withdrawal period expires and you withdraw, you may be charged for the portion of the service already delivered.
If the service is fully completed within the withdrawal period, and you have expressly requested that we start during the withdrawal period and have acknowledged that the right of withdrawal is lost once the contract is fully performed, the right of withdrawal may lapse.
Upon exercising the right of withdrawal, we will refund payments received from you without undue delay and no later than 14 days from the day we received notice of your withdrawal. If you are required to pay for partially completed services, the amount will be deducted from the refund or invoiced.
B. How to contact us to withdraw
Email: kundeservice@fjordren.no (fictional email)
Address: Storgata 12, 0155 Oslo (fictional address)
Phone: +47 99 99 99 99 (fictional number)
C. Withdrawal form (optional)
To: FjordRen Vaskeri AS, Storgata 12, 0155 Oslo (fictional address), email: kundeservice@fjordren.no (fictional email)
I/we (*) hereby give notice that I/we (*) wish to withdraw from my/our (*) contract for the provision of the following service(s):
__________________________________________________________________________
Date ordered / date contract entered into: _______________
Name of consumer(s): ____________________________
Address of consumer(s): ________________________
Date: _______________
Signature (if the form is sent on paper): ____________________________
(*) Delete as appropriate.
Privacy Policy
Version: 10.10.2025
1. Who is responsible?
FjordRen Vaskeri AS (org. no. 999 999 999 (fictional)) is the data controller for the personal data we process when you use our services.
Contact: kundeservice@fjordren.no (fictional email) / +47 99 99 99 99 (fictional number).
2. What data we process
- Contact information: name, phone number, email address, delivery/pick-up address.
- Customer and order information: orders, timestamps, services selected, textile categories, price, promotional discounts, receipts.
- Communications: customer service enquiries (email, chat, phone notes).
- Technical data from use of website/app: IP address, device information, event logs, and user settings (see also the cookie statement).
- Payment information: we do not normally receive full card details; payment is handled by the payment provider. We may receive transaction references and payment status.
3. Purposes and legal basis
- Delivering the service and administering the contract (orders, pick-up/delivery, customer account): necessary for the performance of the contract with you.
- Customer service and complaint handling: necessary for the performance of the contract and/or based on our legitimate interest in providing good customer service and handling disputes.
- Accounting and documentation: necessary to comply with legal obligations (bookkeeping and tax rules).
- Service improvement and security: legitimate interest, for example troubleshooting, fraud prevention, and operational security.
- Marketing via email/SMS: only where we have a valid legal basis, for example consent or an existing customer relationship with an easy opt-out option.
4. Who we share data with
- IT and operations providers (for example web hosting, customer systems, and cloud storage) who process data on our behalf (data processors).
- Payment provider(s) to process payments and manage transactions.
- Transport/logistics partner(s) if you order pick-up/delivery.
- Accountant/auditor as needed.
- Public authorities if we are legally obligated to disclose data (for example the Tax Administration).
5. Transfers to countries outside the EEA
Some providers may process data outside the EEA. In such cases, we ensure a valid transfer mechanism, for example EU Standard Contractual Clauses (SCCs) and any supplementary measures.
6. Retention and deletion
- We retain personal data for as long as necessary for the purposes for which it was collected.
- Order and accounting documentation is retained for the period required under bookkeeping regulations (generally several years after the end of the financial year).
- Customer service enquiries are normally retained for a limited period after the case is closed, unless longer retention is necessary (for example in case of a dispute).
- Marketing consents are retained until you withdraw your consent or we no longer need it.
7. Your rights
- You may have the right to access, rectification, erasure, restriction, data portability, and to object to processing.
- Where processing is based on consent, you may withdraw your consent at any time (without affecting the lawfulness of prior processing).
- You may lodge a complaint with the Data Protection Authority if you believe our processing breaches the regulations.
8. Cookies and tracking
We use necessary cookies for the website to function and may use analytics/marketing cookies if you consent.
See our separate "Cookie Statement" for details and how to change your consent settings.
9. Security
We have technical and organisational measures to protect personal data, for example access controls, logging, backups, and encrypted connections where relevant.
10. Changes
We may update this policy as needed. Last updated: 10.10.2025.
Cookie Statement
Version: 10.10.2025
1. What are cookies and tracking technologies?
Cookies are small text files stored in your browser. We may also use similar technologies (for example pixels or local storage) to make the website function and to measure usage.
2. What do we use cookies for?
- Strictly necessary: for the website/app to function (for example login, shopping cart/ordering, language selection, and security).
- Preferences: remembering choices you make (for example pick-up location or area).
- Statistics/analytics: understanding how the website is used so we can improve it (only with consent).
- Marketing: measuring the effectiveness of advertisements and showing more relevant ads (only with consent).
3. Consent and choices
For cookies other than strictly necessary ones, we ask for prior consent when you visit the website.
You can change or withdraw your consent at any time via "Cookie Settings" at the bottom of the website (or a similar function in the app).
It should be equally easy to decline cookies as to accept them.
4. How to delete cookies
You can also delete or block cookies in your browser. Note that some features may stop working if you do so.
5. Contact
Questions about cookies or data protection: kundeservice@fjordren.no (fictional email).
Last updated: 10.10.2025.
