SERVICES
Customer Terms & Conditions • Version 1.0
RINZO
Business name: RINZO
Office address: RINZO INDIA, Opposite Vivekananda Apartments, Sector 8, Rohini, Delhi, India
Website: https://rinzoindia.com
Customer support / complaints: +91 7290911117
1. Scope, definitions and acceptance
These Terms govern orders placed with RINZO through its website, telephone, messaging channels,
pickup/delivery services, company outlets and participating franchise outlets. “Article” includes
garments, footwear, curtains, carpets, linen and other items accepted for cleaning, finishing or
related services.
“Service Provider” means the business identified on the customer invoice or order confirmation as
supplying the service. An authorized franchisee may be the Service Provider for its own orders. Use
of the RINZO brand alone does not establish that every franchisee is the same legal entity; applicable
legal responsibilities remain unaffected.
Customers should review these Terms before booking. Placing an order or handing over Articles
after reasonable notice of these Terms signifies acceptance to the extent permitted by law. Specific
risks and additional charges requiring separate consent will be communicated separately.
2. Acceptance and inspection of Articles
RINZO uses reasonable professional care and may inspect, photograph, count, tag and document
Articles on receipt or at the processing facility. Initial counts and condition assessments are
provisional until verified; any material discrepancy will be communicated.
RINZO may refuse Articles that are unsafe, excessively fragile, contaminated, inadequately labelled
or otherwise unsuitable for its available cleaning processes. If an Article is declined before
processing, the charge for that unperformed service will be refunded or adjusted as agreed.
3. Customer disclosures and care instructions
Customers should disclose known damage, repairs, prior dyeing, unstable colour, stains, missing or
inaccurate care labels, special finishes, high value, and other relevant cleaning risks. Empty pockets
and detach removable valuables before handover.
RINZO will exercise reasonable skill in assessing care labels and suitable methods. A manufacturer’s
label is not a guarantee of successful cleaning; inherent or concealed defects may cause changes
despite proper care.
4. Inherent fabric risks and exclusions
Fading, shrinkage, colour bleeding, adhesive failure, cracking, loss of finish, weakening of fabric,
loosening of beads or embellishments, and similar changes may result from age, manufacturing
defects, previous treatment or pre-existing conditions.
RINZO is not responsible for loss or damage caused exclusively by such inherent or pre-existing
conditions when reasonable professional care has been exercised. This clause does not excuse
negligent cleaning, unsuitable processing or other deficient service.
5. Delicate, luxury and high-risk Articles
Silk, wool, leather, suede, bridal wear, designer wear, embellished garments, expensive footwear
and specialty furnishings may require individual pricing, special inspection and separate risk
acknowledgment. RINZO may decline processing if risks cannot reasonably be managed.
Customers should disclose unusually high-value Articles before processing. Unless expressly agreed
in writing, RINZO does not provide insurance or a guaranteed replacement-value protection plan.
6. Stain removal and cleaning outcomes
RINZO will use reasonable efforts to remove stains but does not guarantee complete removal of ink,
rust, paint, oil, old or chemically set stains or other stubborn marks. Excessive treatment may
damage fabric; RINZO may limit or decline such treatment.
Failure to remove a stain is not, by itself, proof of deficient service where suitable professional
methods were used and no specific result was promised.
7. Personal property and attachments
Customers must remove cash, jewellery, keys, documents, electronics and other belongings from
pockets and Articles. RINZO is not responsible for losses arising solely from undisclosed items where
no negligence or service deficiency is attributable to it.
Fragile buttons, ornaments, buckles, beads and fittings may deteriorate due to existing weakness.
Claims will be evaluated against inspection records and the actual cause of loss or damage.
8. Article-wise loss and damage compensation
deficiency, RINZO’s standard proposed contractual settlement is capped at THREE (3) TIMES the
actual cleaning/processing charge for the affected individual Article, to the extent enforceable under
applicable law.
The calculation uses the affected Article’s service charge, not the entire order value. Example: an
Article charged ₹250 for dry cleaning has a proposed standard settlement ceiling of ₹750. Discounts
attributable to the Article are reflected in the actual charge; separately charged delivery fees and
taxes are excluded from this multiplier.
Claims will be reviewed fairly using invoices, intake/delivery records, photographs, condition
reports and other relevant evidence. RINZO may propose service credit as a voluntary settlement;
cash or another lawful remedy may be agreed or required by law. A customer need not accept
service credit in substitution for a mandatory statutory remedy.
other remedies that a competent authority may award under applicable consumer law. No provision
excludes liability for negligence or statutory violations where exclusion is unlawful.
9. Order counts, delivery and proof of handover
Customers should check the recorded Article count at pickup and delivery and promptly report
discrepancies. RINZO may rely on order logs, item tags, photographs, delivery signatures, OTPs and
other records as evidence, without treating any one record as conclusive.
Delivery to a customer-designated representative at the agreed location may constitute handover.
Acceptance does not waive statutory rights or claims for latent damage.
10. Quality complaints and reprocessing
Customers are requested to report quality concerns within seven (7) days of delivery, preferably
before wearing, washing or altering the Article. This is an internal service window, not a limitation
on legal rights.
Where a service deficiency is verified, RINZO may offer reasonable reprocessing without additional
charge, a suitable refund or another appropriate remedy. Reprocessing is subject to safety and
fabric suitability.
11. Pickup, delivery and delays
Pickup and delivery are offered only in serviceable areas. Customers must provide correct contact
and location details and be available at the agreed time. Any previously disclosed reasonable charge
for failed visits may apply.
Delivery dates are estimates unless expressly confirmed as guaranteed. Some Articles require
additional treatment time. RINZO will make reasonable efforts to inform customers of material
delays. Refunds or remedies for deficient or unperformed services remain available where required
by law.
12. Pricing, taxes and payment
Charges follow the applicable displayed price list or accepted quotation and may vary by Article,
fabric, complexity, service and location. Material additional charges require customer approval
before the additional service is performed.
Applicable taxes are charged as required by law. RINZO may accept cash, UPI, cards or other notified
payment methods. Payment timing will be specified at checkout or on the order confirmation. An
invoice or receipt will be provided.
13. Express and specialty services
Express or priority processing, if available, may attract separately disclosed charges. Availability
and any guaranteed completion time must be confirmed for the specific order. RINZO may refuse
expedited treatment where unsuitable for the Article.
14. Cancellation and refunds
Customers may cancel before pickup without charge unless a lawful, previously disclosed charge
applies. After pickup, customers should request cancellation promptly; any reasonable pre-disclosed
pickup cost may apply. Services already commenced or performed may be chargeable to the extent
lawful.
If RINZO declines to process an Article, amounts paid for the unperformed service will be refunded.
Billing overpayments will be refunded or adjusted as agreed. Statutory refund rights are preserved.
15. Plans, subscriptions and service credits
Prepaid plans, subscriptions, wallet balances and promotional credits, if offered, are governed by
their separately disclosed price, validity, eligible services, transfer and refund terms. No undisclosed
expiry or forfeiture condition applies.
Promotional or goodwill credits are not automatically cash-redeemable, except where required by
law or expressly agreed. Compensation credits are issued only as a voluntary accepted settlement.
16. Coupons and promotions
Coupons are subject to their stated dates, eligibility, participating outlets and minimum-spend rules.
Unless expressly allowed, offers cannot be combined or applied retrospectively after billing. Existing
valid commitments will be honoured subject to law.
17. Unclaimed Articles and storage
Customers should collect or accept delivery of completed Articles promptly. After 30 days following
completion notice, reasonable storage charges may apply only if the amount or calculation method
was clearly disclosed before the order.
After 90 days, RINZO may issue a further written collection notice and pursue lawful recovery or
storage arrangements. Unclaimed Articles do not automatically become RINZO property and will not
be sold or disposed of without a legally permissible basis and appropriate notice.
18. Events beyond reasonable control
RINZO is not liable for delay or non-performance caused solely by events beyond its reasonable
control, such as natural disasters, government restrictions or major transport disruption, to the
extent permitted by law. It will take reasonable mitigation steps.
Fire, burglary, theft and similar incidents do not automatically eliminate responsibility: liability
depends on the facts, reasonable precautions, contractual obligations and applicable law.
19. Franchisees and processing partners
Orders may be collected, transported or processed by authorized RINZO franchisees and processing
partners. The contracting Service Provider should be identified on the invoice or order
confirmation. Operational allocation of tasks among partners does not diminish rights available to
customers under law.
Customers may raise concerns through the RINZO support number. Each involved party remains
responsible for its acts and legal duties to the extent established by law.
20. Privacy and communications
RINZO may process customer name, telephone number, delivery address, order details, payment
records and communications as needed to provide services, manage orders, prevent fraud and
handle complaints, in accordance with applicable privacy law.
Information may be shared with authorized franchisees, processors, logistics and payment
providers to the extent needed for these purposes and subject to appropriate safeguards.
Transactional updates may be sent by phone, SMS, email or WhatsApp. Marketing communications
will follow applicable consent and opt-out requirements.
Additional disclosures about personal data, retention, rights and contact procedures should be made
available in RINZO’s separate Privacy Policy.
21. Website use and intellectual property
Customers must not misuse the website, impersonate others, submit fraudulent orders or interfere
with security. RINZO branding, text, designs and other protected material may not be copied or
commercially exploited without authorization.
Third-party websites linked from RINZO are governed by their own policies. RINZO remains
responsible for its own legally attributable acts and omissions.
22. Complaints, evidence and dispute handling
Complaints may be made at +91 7290911117, quoting the order number and providing available
photographs or other evidence. RINZO will investigate in good faith and communicate a response
within a reasonable time.
RINZO may reject claims shown by reasonable evidence to be fraudulent or unrelated to its services.
This does not prevent genuine complaints or lawful proceedings.
23. Liability and statutory rights
No provision excludes liability where prohibited by law. Inherent-risk exclusions apply only where
the loss was not caused by negligent or deficient service. The three-times charge policy in clause 8 is
a proposed standard contractual settlement and does not bind a consumer commission or override
mandatory consumer rights.
Any restriction that is found unfair or unenforceable shall be limited or disregarded to the extent
required by law without affecting the remainder of these Terms.
24. Governing law and jurisdiction
These Terms are governed by Indian law. Ordinary contractual disputes may be brought before
courts with jurisdiction under applicable law, including competent Delhi courts where jurisdiction
exists. Customers retain all rights to approach a competent consumer commission or other statutory
authority.
25. Changes and severability
RINZO may update these Terms prospectively by publishing an updated version on its website.
Changes will not retrospectively remove accrued rights or alter completed orders without a lawful
basis. If a provision is unenforceable, the remaining provisions continue to apply where possible.
26. Contact details
RINZO
RINZO INDIA, Opposite Vivekananda Apartments, Sector 8, Rohini, Delhi, India
Website: https://rinzoindia.com
Customer support and complaints: +91 7290911117