terms of service.
These are the terms between you and The Spins. Plain English. If you bought a Term Pass, joined the waitlist, or downloaded the Survival Pack, this applies. If anything is unclear, ask: hello@thespins.uk.
1. Who we are
The Spins is a trading name of Leander Doerner, sole trader, based in Exeter, England, UK. Sole trader, registered with the Information Commissioner's Office (ICO). The service operates within Exeter only.
2. The service
We pick up your laundry from an agreed location at an agreed time, take it to a partner laundromat, wash, dry, and fold it, and return it to the same location within 48 hours. You provide the laundry; we provide the bag (with a Term Pass), the pickup, the wash, and the return.
What's included in a Term Pass
- 12 weekly pickups within an Exeter postcode
- 1 wash + dry + fold per pickup (up to one Founder Bag full, ~6kg)
- A Founder Bag (yours to keep)
- SMS tracking
- The Founder's Guarantee (see §6)
What's not included
- Dry cleaning (we wash, we don't dry-clean)
- Heavily soiled items requiring multiple cycles (we may need an extra charge — we'll text you first)
- Repairs, alterations, ironing
- Pet bedding, carpets, anything not standard clothing/bedding
3. Pricing & payment
- Founder Cohort Term Pass: £90 for 12 weekly pickups
- Standard Term Pass (post-Oct 5): £180 for 12 weekly pickups
- Single bag (ad-hoc): £10–12 (Founder cohort discount applies)
Payment is processed by Stripe. We don't store card details. By paying you confirm you're 18+ or have a parent/guardian's authorisation.
4. Refunds & cancellation
UK consumer rights apply. You can cancel within 14 days of payment for a full refund, provided the service hasn't started. After service starts, refunds are pro-rata for unused weeks. Founder Bag is yours to keep.
To cancel: reply STOP on WhatsApp or email hello@thespins.uk. No exit form. No re-billing.
5. Lost or damaged items
Every bag is photographed at pickup with an order tag. If a garment goes missing or is returned damaged through our fault, we credit £10 per item, no arguments. Cap of £100 per cycle. For higher-value items (designer pieces, formalwear), tell us in advance — we'll handle them separately or decline. We don't accept liability for items not declared.
6. The Founder's Guarantee
If we miss a pickup or return your laundry late in any given week, that week is free (we credit you in full). If you cancel because we let you down — not because you graduated, moved out, or just lost interest — we pay £20 to your favourite Exeter society on your way out. We mean it.
7. Service area
We operate within Exeter EX1–EX4 postcodes only at launch. If you move out of the area mid-term, we'll refund the unused weeks.
8. Right to refuse service
We reserve the right to refuse a pickup if a bag contains hazardous, illegal, or biohazardous material. We'll text you to explain and return the bag uncleaned.
9. Liability
Our maximum liability for any claim is the price paid for the service. This does not exclude or limit liability for death, personal injury caused by negligence, or anything else that can't be excluded by law.
10. Disputes
If something's wrong, email us first — we resolve almost everything within 48 hours. If we can't agree, you can escalate to the appropriate UK ombudsman or court. Governed by the law of England and Wales.
11. Changes
If we change these terms materially, current customers get 30 days' notice by email. Continued use after that is acceptance.
12. Contact
Email: hello@thespins.uk
WhatsApp: +44 7000 000 000