Guangzhou City Laundry and Washing Consumption Dispute Resolution Measures

Article 1 To protect the legitimate rights and interests of consumers and operators in this city, and to promptly, justly, fairly, and reasonably resolve disputes over laundry quality in the laundry and washing industry, these measures are formulated in accordance with the "Consumer Rights Protection Law of the People's Republic of China," regulating the behavior of the laundry industry and considering the particularities of the laundry and washing industry.

Article 2 All member units of the Guangzhou Laundry and Washing Industry Association and consumers who send laundry shall comply with these measures. These measures apply to the rapid compensation resolution of washing disputes, based on the principle of mutual consent.

Chapter 2 Contract Conclusion

Article 3 When consumers send laundry, they may independently choose between negotiated and non-negotiated washing items. Operators, upon accepting the laundry, shall inspect and inform the consumer face-to-face of various defects such as stains, shrinkage, color bleeding, wear (damage), moth damage, mildew, missing parts, and possible adverse effects after washing, and note these on the washing service contract, which shall be signed and confirmed by both parties, thereby establishing the contract.

Chapter 3 Non-Negotiated Washing

Article 4 The washing fee for non-negotiated laundry shall be charged according to the prices displayed in the store's public laundry price list.

Article 5 If any missed inspection is found before washing non-negotiated laundry, both parties must confirm the missed inspection issue within 72 hours before washing; if quality issues are discovered after more than 72 hours from receiving or picking up the laundry, the party responsible for storing the laundry shall be liable.

Article 6 If non-negotiated laundry does not meet the industry quality standards after washing, the operator shall rewash it once. If the rewash still does not meet the industry quality standards, the washing fee shall be refunded, except for stains that were noted before washing as unable to be removed or only removable to the greatest extent possible.

Article 7 For laundry with quality defects noted before washing, if other quality issues are found after washing, the operator shall compensate 1 to 3 times the washing fee; if severe damage or loss occurs after washing, the operator shall compensate 3 to 5 times the washing fee.

Article 8 For laundry noted as having no quality defects before washing, if minor quality issues appear after washing, the operator shall compensate 4 to 6 times the washing fee; if severe damage or loss occurs after washing, the operator shall compensate 6 to 9 times the washing fee.

Article 9 For brand-new laundry with tags and no stains or defects noted before washing, if damage or loss occurs after washing, the operator shall compensate 10 to 20 times the washing fee.

Article 10 If buttons or accessories are damaged or lost after washing and the operator cannot replace them, the operator shall compensate 1 to 2 times the washing fee.

Article 11 If the quality problem is due to the fabric or garment manufacturing itself, or if the consumer signed to confirm washing according to the garment's care label instructions which are incorrect, and after washing the garment shows shrinkage, thread loss, hardening, fading, color bleeding, color mixing, sticking, bubbling, etc., the operator shall not compensate but is obligated to provide relevant proof and assist the consumer in claiming compensation from the dealer or manufacturer.

Chapter 4 Negotiated Washing

Article 12 When consumers send laundry with special commemorative significance or valuable garments, both the operator and consumer may choose negotiated washing.

Article 13 The washing fee for negotiated laundry shall be negotiated between the consumer and operator based on the difficulty and risk of washing, and shall be charged at no less than 10% and no more than 20% of the garment's estimated value.

Article 14 When negotiated laundry is sent, the contract takes effect after face-to-face inspection and signature confirmation by both consumer and operator.

Article 15 If the laundry does not meet the industry quality standards after washing, the operator shall rewash it once. If the rewashed laundry still does not meet the industry quality standards, the washing fee shall be refunded, except for laundry noted before washing as unable to remove or only able to remove stains to the greatest extent possible.

Article 16 If buttons or accessories are missing after washing negotiated laundry, or there are obvious repair marks but the garment is still wearable, the operator shall compensate 30% of the negotiated garment price.

Article 17 If the operator is responsible for the loss or severe irreparable damage of negotiated laundry after washing, the operator shall fully compensate according to the negotiated garment price.

Article 18 If the operator and consumer fail to reach an agreement on negotiated washing, the operator may refuse to accept the washing business under the negotiated form but must explain this to the consumer.

Chapter 5 Exemption from Liability

Article 19 The operator shall not be liable for compensation if the laundry sent by the consumer falls under any of the following circumstances:

(1) Unpredictable or potentially changing conditions: such as moth damage that has not yet caused hair loss but results in hair loss, damage, exposure of the base fabric, holes, or expansion of damaged areas after washing; thread loss or damage caused by narrow seams after washing; odor from normal washing of down jackets or cotton-padded clothes, with filling contaminating the fabric; after washing fur garments, the fabric's reverse side or inner filling contaminates the front fabric; contamination of fabric by lining at pocket edges, waistband, etc.; dark spots appearing on sofa seat covers after washing and ironing; exposure of pre-existing chemical corrosion or chemical repairs after normal washing.

(2) Stubborn stains or damage covered by particularly heavy dirt that become clearly exposed or reappear after normal washing.

(3) Fabrics such as pure cotton that show varying degrees of fading or shrinkage after normal washing processes.

(4) Metal buttons and metal decorative parts whose surface coating fades after normal washing.

(5) Curtains that become naturally brittle after long-term hanging and show damage after normal washing.

Chapter 6 Garment Storage

Article 20 If the consumer exceeds the agreed clothing pickup period by more than 15 days, the operator is not obligated to provide free storage. For overdue pickups, a storage fee of 1 yuan per garment per day will be charged, except in cases of washing quality disputes. If the operator fails to deliver the clothing within the agreed contract period, a penalty of 2 yuan per garment per day will be paid to the consumer, except in cases of quality disputes.

Article 21 The maximum storage liability period for clothing is 90 days. Beyond this period, the operator has the right to treat the clothing as unclaimed.

Chapter 7 Loss of Voucher

Article 22 When the consumer's clothing pickup voucher is lost or damaged to the point of being unrecognizable, the consumer must promptly report the loss to the operator and retrieve the clothing with valid identification and the phone number provided at the time of laundry. The original laundry voucher becomes invalid upon reporting the loss. If the clothing has been collected before the loss report, the operator is not liable for breach of contract.

Chapter 8 Appraisal and Mediation

Article 23 If there is a dispute between the consumer and the operator regarding the quality of clothing washing, they may entrust the Guangzhou Laundry and Washing Industry Association's Clothing Washing Quality Appraisal Center or another authoritative appraisal institution agreed upon by both parties to appraise the washing quality. The appraisal fee shall be advanced by the requesting party and borne by the responsible party.

Article 24 If a dispute arises between the consumer and the operator regarding clothing washing, complaints may be made to the Guangzhou Consumer Council, industry associations, and relevant departments. For disputes resolved by agreement, both parties should sign a settlement agreement; if no agreement is reached, either party may file a lawsuit with a competent people's court.

Article 25 If a party needs to entrust an agent for mediation due to special circumstances, the agent must provide a power of attorney, copies of the ID cards of both the principal and the agent, and present the original ID card of the agent for verification.

Chapter 9 Supplementary Provisions

Article 26 In case of conflict between the provisions of these measures and national laws, regulations, or rules, the national laws, regulations, or rules shall prevail.

Article 27 These measures shall be interpreted and revised by the Guangzhou Laundry and Washing Industry Association.

Article 28 These measures shall come into effect from the date of publication.

Guangzhou Laundry and Washing Industry Association

July 19, 2012