Welcome to OXFORD CLEANERS (operated by RIA "N" SAHRA, INC). These terms explain how we clean your clothes, what happens if something is damaged, how pickup and delivery work, and how we text you and protect your information. Please read and accept them before we pick up, clean or deliver your clothes.

Cleaning your clothes

Every garment's care label is our main guide. We check each item when it arrives and clean it the way its care label says (for example, "dry clean only" or "do not press"), unless in our professional judgment a different method is safer for that fabric. By scheduling a pickup or dropping off an order, you accept these cleaning conditions.

Not every stain can be removed. Our spotting and cleaning process takes several steps, using cleaning agents chosen to be safe for your fabric. Some stains, especially old or set-in ones, or ones that have changed the color of the fabric, may only lighten, and treating them further could damage the garment. The cleaning charge still applies when a stain remains after our process. If you'd like us to clean or spot an item again, the second cleaning is charged at our regular price, unless our staff or management agree to redo it at no charge.

If a garment is already damaged, stained beyond normal cleaning, or otherwise in poor condition when we receive it, we won't clean it until we've let you know. If you'd like us to send it out for repair, the repair is at your own expense. If a garment can't be repaired when it reaches us (for example, a wool garment that has already been through a washing machine and has felted or shrunk), we won't clean it at all, because that kind of damage can't be fixed.

If something is damaged

We are responsible for damage caused by using a cleaning method the care label doesn't allow (unless we had a safety reason to use a different one), or by not taking reasonable care, for example ripping a seam or damaging decorations. This applies only to garments that are in fairly new, good condition when we receive them. It does not cover damage that comes from the garment's own wear, age or weak fabric, even if it shows up during cleaning. We are also not responsible for faulty dyes, or for trims and decorations that were not made to be cleaned.

You are responsible for damage caused by your own actions before drop-off (for example, an untreated stain or spill), by normal wear and tear, or by a defect the garment already had that we did not cause. You're also responsible if you turn down special handling we recommend (for example, asking us to machine-clean a delicate item we recommended cleaning by hand).

If we are responsible for damaging an item, what we pay is limited to a reasonable amount of up to 10 times that item's cleaning charge, which is standard practice for dry cleaners. This limit applies only as far as the law allows; it doesn't take away any right you have under Texas or federal law that can't be given up by agreement. If you're sending us a high-value, irreplaceable or very delicate item, please tell us in advance (add a note for your driver, or mention it at drop-off) so we can handle it properly.

Please tell us within 7 days after you receive the garment back, and keep the garment (and its care label) so we can inspect it. Contact us and we'll look into it. If we agree we're at fault, we'll offer a free redo when the garment can still be properly cleaned, or otherwise work with you toward a fair solution.

Pickup and delivery

Each pickup or delivery you book in the app has a pickup and delivery fee, shown on screen before you confirm your order and on your receipt. If you pay with a credit card, we add a credit card surcharge of up to 3% (never more than it costs us to accept credit cards). There is no surcharge on debit or prepaid cards. When a surcharge applies, the app shows it before you confirm, and your receipt lists it separately.

If the card on file is declined for an order, we won't deliver that order until a payment goes through. We'll try to let you know about a declined payment so you can update your card.

Pickup and delivery times are estimates, not guarantees, and can change. We always do our best to reach you on time, but we can't guarantee it when bad weather makes driving unsafe; when a power outage or breakdown affects our store, a delivery vehicle or our systems; or when our cleaning or pressing equipment breaks down and an item can't be finished on schedule. When this happens, we'll make reasonable efforts to let you know and move you to the next available time.

You can cancel a scheduled pickup, or a delivery you've added to a store ticket, in the app up to 1 hour before your driver leaves the store for that route (the start of your time window; the exact cutoff is shown when you book and on your ticket). Cancelling a delivery before that cutoff refunds the delivery fee in full. After the cutoff, or once your driver has left the store, the order can no longer be cancelled in the app, and pickup and delivery fees are non-refundable.

If a driver comes for a scheduled pickup and there's nothing to collect, an empty-pickup fee may be charged to the card you keep on file. Our staff reviews the driver's photo of every empty pickup before any charge is made; nothing is billed automatically. When you first save a card, you'll be asked to agree to this charge separately.

Please check your order as soon as you receive it. Every order is counted piece by piece before it leaves our store, and our delivery vehicles have cameras. If something is missing, please tell us within 48 hours after delivery, through the app or by phone. We will compare it against that piece count and review the vehicle footage. Once the driver has handed your order to you, or left it at the place you asked us to leave it, the order is your responsibility, and we are not responsible for items that go missing after that, the same as with other delivery services.

Please pick up your order, or ask us to deliver it, once it's ready. If an order is still waiting 30 days after it's ready, we'll remind you with a courtesy call and/or a notification in the app. If it still hasn't been picked up, or a delivery requested, within 14 days of that reminder, a storage fee of $1 per day applies for up to 14 more days (at most $14), paid when you pick the order up or when it's delivered. If the order still hasn't been picked up or scheduled for delivery at the end of those 14 days, the items will be donated and can no longer be claimed.

Text messages and your privacy

When you sign up, a separate, optional box (never pre-checked) asks whether you agree to receive text messages from OXFORD CLEANERS. Texts are not required to use our services: if you leave it unchecked you can still create an account and use every service, and you'll see order updates in the app instead. If you check it, you agree to receive order and delivery status updates and driver arrival notices. Verification codes are sent only when you ask for one (to confirm your number or sign in), one text per request. Message frequency varies based on your account activity. Message and data rates may apply. Reply STOP at any time to cancel, or HELP for help. If you left it unchecked, you can turn texts on later in the app's Settings, where the same optional box appears. You can also turn off order texts at any time in the app's Settings. Verification codes are sent only when you ask for one. See our Privacy Policy for how we handle your phone number, or our About page for our location and contact details.

We do not sell, rent, or trade your personal information. We do not share, sell, or provide your mobile phone number or text-message consent to third parties or affiliates for marketing or promotional purposes. What information we collect, why, who helps us process it, and how long we keep it is all covered in our Privacy Policy, which is our only privacy policy and governs how we handle your information.

Plans, rewards and merchandise

If we offer monthly plans, each plan's name, price and what it includes are shown in the app before you join. Before we charge you, the app shows the monthly price, says the plan renews automatically every month, and explains how to cancel, and you must tap to agree. When you join, the first month is charged right away to the card you keep on file, and the same amount is charged on the same day each month until you cancel. You can cancel any time, without calling us, from the Rewards section of the app's Account tab (or by calling us). When you cancel, you choose one of two options: keep the plan and its benefits until the end of the month you've already paid for, with no further charges; or end the plan right away and get back the unused days of that month, less the card processing fee we paid on that month's payment. The app shows the exact refund before you choose. If a monthly payment is declined, the plan ends and its benefits stop until you join again. We won't raise the price of a plan you're on without telling you first and giving you the chance to cancel before the new price is charged.

If we offer rewards points, store credit or referral credit, how you earn and use them is shown in the app. They have no cash value: they can't be exchanged for cash, sold or moved to another person's account, and they can only be used toward our services. We may correct or remove points or credit that were given by mistake or gained by misuse of a program (for example, referring yourself). We may change or end a rewards program; if we end one, we'll tell you in the app at least 30 days ahead so you can use what you've earned. Points and credit are removed if you delete your account.

Merchandise prices, sales tax, any shipping or handling charge, and any credit card surcharge are shown at checkout before you pay, along with our return policy for merchandise. Unless that policy says otherwise, merchandise sales are final. If an item arrives damaged or defective, or isn't what you ordered, tell us within 7 days of receiving it and we'll replace it or refund it. Shipped items are your responsibility once the carrier delivers them to the address you gave us.

General

If you have a problem with our service, please contact us first and give us 30 days to try to put it right; most problems are solved this way. If we can't resolve it together, either of us may bring a claim in the small claims (justice) court for the county where our store is located, or in any other court that has authority over it. These terms are governed by the laws of the State of Texas and applicable federal law.

We may update these terms from time to time. When we do, we'll change the "Last updated" date, show you what changed in the app, and ask you to accept the new terms before your next order. Changes don't apply to orders we picked up or received before the change.

If a court decides part of these terms can't be enforced, that part will be applied as fully as the law allows and the rest of the terms stay in effect. Nothing in these terms limits any right you have under the Texas Deceptive Trade Practices Act or any other law that can't be waived. If we don't enforce part of these terms right away, we can still enforce it later. These terms, our Privacy Policy, and anything you agree to in the app when you book or pay (such as the empty-pickup charge) are the full agreement between you and us about our services.