National Laundry and Dyeing Service Dispute Resolution Measures (Trial)

Article 1 In order to safeguard the legitimate rights and interests of consumers and operators, regulate the business conduct of the laundry and dyeing industry, and fairly and reasonably resolve consumer disputes in the laundry and dyeing industry, these measures are formulated in accordance with the "Contract Law of the People's Republic of China", "Law of the People's Republic of China on the Protection of Consumer Rights and Interests", "Laundry and Dyeing Industry Management Measures", and "Laundry and Dyeing Industry Service Operation Specifications" (SB/T 10624-2011), combined with the actual situation of the laundry and dyeing industry.
Article 2 Localities and units may formulate corresponding implementation measures or detailed rules in accordance with these measures and the actual situation of the laundry and dyeing industry in their regions, in coordination with relevant departments.
Article 3 Operators shall adhere to the principle of honesty and credibility in their business operations, provide truthful and clear answers to consumers' questions or inquiries, and shall not deceive or mislead consumers.
Article 4 Operators shall not engage in false advertising, use stored-value cards for consumer fraud, deliberately conceal facts that cause damage to clothing during processing, or other fraudulent acts that violate laws and administrative regulations.
Article 5 Operators shall hang their business licenses in prominent locations at their business premises, clearly display service items, service prices, complaint phone numbers, etc., and accept supervision from law enforcement departments and consumers.
Article 6 When providing services, operators shall sign a service contract with consumers in accordance with the requirements of the "Laundry and Dyeing Service Contract Technical Specification" (SB/T 10784-2012), with both parties signing to confirm the contract. The service contract shall include: customer information, clothing name, quantity, color, clothing condition, service items, charging prices, delivery and pickup dates, storage period, washing effect, agreed matters between both parties, dispute resolution methods, and other contents.
Article 7 When receiving clothing, operators shall carefully inspect the condition of the clothing, including reminding consumers to check for any leftover items in the pockets, especially accessories, fragile, easily corroded, and valuable items. They shall explain and confirm with the consumer the cleanliness, degree of damage, fabric texture, changes in performance, firmly stained or hard-to-remove stains, washing and dyeing effects, and note these in the service contract.
When receiving clothing, if the operator finds incorrect washing labels on the garments, they shall promptly inform the consumer. If the consumer insists on washing according to the garment label, this shall be noted in the service contract, clearly defining the service responsibility.
If any missed inspection is found within 72 hours before processing, the clothing must be kept in its original state and the consumer contacted promptly; otherwise, the operator shall bear the consequences. When consumers pick up clothing, they shall inspect the processing quality on the spot. If missed quality issues are found, they may keep the original label as proof and raise the issue with the operator within two days.
Article 8 For clothing with heavy wear on collars, sleeves, trouser legs, crotch, or hips due to long-term wear but not torn, and clothing damaged by moths or fuzz loss, operators shall proactively explain to consumers and note this on the receipt. Otherwise, if the clothing tears after washing and processing, the operator shall repair it within the agreed period and may not compensate. If the operator fails to note this, the washing fee shall be refunded.
Article 9 Operators may, according to consumer wishes, implement value-preserving cleaning for high-end or valuable clothing, which shall be agreed upon in writing by both parties, specifying the value preservation amount, cleaning fee (5%–20% of the clothing value), and service content. Without a written value-preserving cleaning agreement, ordinary clothing washing and compensation rules apply, with a maximum compensation of 2000 yuan.
Article 10 If, due to the operator's responsibility, the washed clothing fails to meet the requirements of the "Laundry and Dyeing Industry Service Quality Requirements" (SB/T 10625-2011), such as poor cleanliness or improper shaping, the operator shall reprocess the clothing. If the quality requirements are still not met after reprocessing, the washing fee paid by the consumer shall be refunded.
Article 11 If minor damage occurs to clothing due to the operator's responsibility after washing, which is not in obvious areas or does not affect appearance and wear value after repair, the operator shall refund the original washing fee and is advised to provide compensation three times the washing fee.
If clothing is lost or damaged to the point of being unwearable, compensation shall be 10 to 20 times the washing fee. After compensation, if the consumer requests the clothing, the compensation amount may be reduced by 30%, and the clothing shall belong to the consumer. If compensation negotiations fail, consumers may be guided to seek resolution through relevant functional agencies.
For clothing under value-preserving cleaning, if damaged or lost due to the operator's responsibility, or if washing directly affects the original shape (quality) of the clothing and cannot be restored, the operator shall compensate according to the agreed value preservation amount; after compensation, the clothing belongs to the operator. If the consumer requests it, compensation at 70% of the insured amount may be made. If quality issues appear after washing and the clothing still has wear value after repair, the operator shall compensate 25% of the consumer's insured amount.
Article 12 If accessories or ornaments on clothing are damaged or lost due to the operator's responsibility but do not affect normal wear, single item replacement or compensation shall be made, with a maximum of three times the washing fee.
Article 13 Operators shall process clothing washing, dyeing, and ironing according to clothing care labels; if the care labels are inaccurate and the customer insists on processing according to them, the operator shall not be held responsible for failure to meet quality standards or damage caused by misleading washing labels.
Article 14 If clothing production and quality do not meet national or industry standards, resulting in failure to meet laundry and dyeing quality standards, and this is confirmed by a quality inspection agency, the operator shall not bear compensation responsibility. If the consumer provides proof of purchase, the operator shall assist the consumer in claiming compensation from the responsible party.
Article 15 If the consumer's laundry has any of the following situations, the operator shall not be liable for compensation:
(1) Unpredictable or potentially changing situations: such as moth damage, shedding, damage, lining exposure, holes, and enlargement of damaged areas after washing; down jackets and cotton-padded clothes having odor seepage from the lining and filling contaminating the fabric after normal washing; fur clothing showing fabric reverse side or inner filling contaminating the fabric front after washing; pre-existing chemical corrosion and chemically repaired clothes exposed after normal washing.
(2) Stubborn stains or corrosion on fabric covered by particularly dirty substances, which become obvious or damaged after normal washing.
(3) Curtains that have been hung for a long time and exposed to sunlight causing natural fabric brittleness, resulting in damage after normal washing.
(4) Potential problems noted at the time of clothing receipt, such as down jackets bubbling and glue peeling after washing; color bleeding or color mixing of clothes made of different fabrics after washing.
Article 16 If the consumer exceeds the clothing pickup period agreed in the service contract by 30 days, the operator is not obligated to provide free storage. For overdue pickups, a storage fee of 1 yuan per item per day will be charged, except for clothing with washing quality disputes. If the operator fails to deliver the clothing within the contract period, a penalty of 1 yuan per item per day will be paid to the consumer, except for clothing with quality disputes under negotiation.
Article 17 For disputes difficult to identify in laundry services, the operator and consumer may agree to have the laundry quality appraisal committee or other qualified institutions conduct an appraisal. The appraisal fee shall be advanced by the party requesting the appraisal and ultimately borne by the responsible party.
Article 18 In case of laundry service disputes, the operator should actively negotiate with the consumer for resolution, or seek coordination through the local laundry industry association or consumer association; or file a complaint with the local administrative department or initiate litigation in the people's court.
Article 19 If this method conflicts with national or local laws and standards, the laws and standards shall prevail.