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Airlinen Hire is our Linen and Towel rental and replenishment service along with our cleaning service.


These Terms govern your use of Airlinen products and services in your order form. “We”, “our”, “Company” and “Airlinen” means Airlinen in the “Order Form” or “My Orders” and, where applicable, its affiliates; “you”, “your” and “Customer” means the Client identified in the order form. Your order form identifies the “products”, “goods”, “supplies” and “services”, the quantities, charges and other details of your order. The Order Form also refers to documents which may apply to the products or services you selected. The Order Form, any applicable referenced documents as updated by us from time to time and these Terms constitute the complete agreement and supersede any prior discussions or representations regarding your order, unless fraudulent. Other terms and conditions you incorporate in any purchase order or otherwise are excluded.



“Conditions” means the general standard terms and conditions set out in this document (“Standard Terms") and (unless the context otherwise requires) includes the Special Terms and any additional conditions specific to the Contract set out in the Order Form and agreed in writing between You and ourselves.


“Contract” means the contract for the Works (including any subsequent repeat Contract with You).


“Customer Material” means any documents or other materials, and any data or other information provided by or on behalf of You relating to the Contract or the Works.


“Company” Airlinen Limited


“Communication Portal” the preferred platform used to communicate with the customer as specified in the Order Form


“Cut Off Time” or “Cut off Point” is the Current Cut Off Time for placing orders as specified in your Order form. The cut off point for linen orders is at 3pm the day before your order time. For cleaning services you must place your booking 72 hours prior to the service date, unless agreed otherwise. All cleaning services are subject to availability of cleaners and are not guaranteed.

“Damaged” Items of linen which are soiled or ripped as stated in the rejects policy.

“Depreciation Charges” means a depreciating valuation of the Goods as set out in the Order Form

“Failed Order” when an order is cancelled or completion is not possible after the driver has started to make his way to the delivery address.

“Goods", “Hired Goods”, “Supplies” or “Items” means the Goods (including any instalment of the Goods or any individual item of the Goods) which we are to supply on hire to You from time to time in accordance with the Contract.

“Initial Term” the “Term”, “Date” that is specified in your Order Form.

“Installation Date” means the date specified in the Order Form or the date of first commencement or supply of the Works whichever is earlier.


“IPR” means intellectual property rights such as patents, patent applications, utility models, know-how, trademarks, internet domain names, service marks, trade mark applications, trade names, registered and unregistered design right, copyright, database right, or other similar intellectual or commercial right whether registered or unregistered, licences to any of the foregoing rights, and other similar rights in whatever jurisdiction.


“Minimum Term” means 30 days from the Installation Date (first delivery to your property) unless otherwise specified in the Order Form.


“Order” or “Booking” means order placed as expressed in your Order Form.


“Rental Charges” means the periodic charge for the Works as set out in the Order Form and varied from time to time, which in the case of fluctuating quantities of Works shall be a Minimum Charge payable notwithstanding that the Works provided in the period are less than the minimum order stated in the Order Form.

“Rental Items” or “Linen Hire” refers to the hiring of linen Goods for up to 21 days.

“Reporting Time” two-hour window from time of delivery where all Damaged Items must be reported to Airlinen for the purposes of replacement or refunds.

“Replacement Goods” means Goods (including spare parts) made available under the Contract in replacement for Goods previously made available under the Contract which will be either new or partly used Goods of a specification as near as reasonably possible to that of the original Goods at our sole discretion according to availability.


“Residual Value” means the value of the Goods at the date of termination of the Contract.

“Scheduled” means when an Order has been accepted and confirmed.

“Services” means the services (including any instalment or partial supply) which we are to supply (or procure the supply) in accordance with the Contract.

“Set” a set of linen can be referred to as a pack or bed pack.

“Site” means the premises upon which the Works are to be carried out and/or supplied as specified in the Order Form and/or Communication Portal.

“Designated Point” means a specific location at the Site specified in your Order Form and/or Communication Portal referred to as the property address.

“Subsequent Terms” an automatic Renewal Term of the Initial Term specified in your Order Form.


“Supply Date” means the date of actual supply of an individual item of the Goods during the term of the Contract.

“Tracker” is an online platform used to manage your orders.


“Works” means the hire of the Goods and/or the supply of the Services subject to the Conditions (including any Replacement Goods).


"Works Material" means any Documents or other materials, and any data or other information provided by us relating to the Works.

References to “the Parties” shall include their respective successors and assignees.


“Customer” means the party using the supply of service, hiring  the Goods or purchase or purchase of Goods.


“Supplier” means the party supplying the service, selling the goods and hiring the goods to You.


“Rolling 30 Day Contract” A contract that lasts for a Minimum Term of 30 days from the effective date, with the intention of it being renewed for another 30 days unless and otherwise a notice in accordance with the Agreement has been provided within the relevant notice period.


The headings are for reference purposes only and do not limit or otherwise affect the interpretation of the Conditions.


Each of the Clauses and sub-clauses of the Conditions shall be construed as separate and severable. If any provision in the Contract is held to be illegal, invalid, or unenforceable, in whole or in part, under any enactment or rule of law, such provision or part shall, to that extent, be deemed not to form part of the Contract but the legality and enforceability of the remainder of the Contract shall not be affected.




(a) Assignment. You may not assign or transfer the agreement to anyone else without our prior written consent. We will provide you with written notice if we assign or transfer the agreement as part of our business reorganisation, which we may do provided the products or services will not be adversely affected.

(b) Feedback. Any comments, suggestions, ideas or recommendations you provide related to any of our products or services are our exclusive property.

(c) Amendment. We may amend this agreement from time to time by giving you at least 5 days’ written notice.

(d) Enforceability. The agreement will always be deemed modified to the minimum extent necessary for it to be enforceable, unless modification fundamentally changes the agreement.

(e) Non-Solicitation. Airlinen is an independent contractor. You must not directly or indirectly employ or engage or solicit for employment or engagement any personnel of Airlinen during the Term and for 12 months thereafter, this includes any delivery drivers, cleaners or any third parties which you may become acquainted with through working with Airlinen. Employment resulting from a general public advertisement or search engagement not specifically targeted at the relevant personnel is not precluded.

(f) Headings and Summaries. Headings and summaries shall not affect the interpretation of these Terms.

(g) Waiver. Neither of us waives our rights or remedies by delay or inaction.

(h) Equitable Remedies. Each of us may seek immediate relief to restrain breaches of the agreement.

(i) Governing Law. The governing law and jurisdiction of the agreement are the laws of England and Wales .

(j) Precedence. In the event of any conflict within the agreement, the descending order of precedence is: the Order Form, these general Terms and Conditions, the referenced documents and or annexes.






2.1 Rental Charges quoted are based on the cost of materials, labour, transport, duties, levies, currency exchange rates and statutory obligations ruling at the date of quotation. We shall also be entitled to increase Rental Charges in the event of any error or omission on the part of us, our employees or agents affecting the Rental Charges or their calculation and as provided by clauses 2.3 and 2.4 below. We may also charge any additional sums which are agreed between us and You for the Works or which, in our sole discretion, are required as a result of Your instructions or lack of instructions, the inaccuracy of any Customer Material or any other cause attributable to You.


2.2 Unless otherwise agreed in writing delivery shall mean delivery to the Designated Point at the Site as stated in the Communication Portal and/or Order Form at the time the Order is placed; all Rental Charges are inclusive of insurance, carriage, any costs of dismantling, loading, unloading and installation. Any additional charges shall be for Your account. All prices quoted are exclusive of VAT.


2.3 Rental Charges are applicable on Booking of rented Items.


2.4 All Rental Items which are delivered as a ‘Set’ must be returned as a Set. Any Items not returned will be assumed as lost and will be charged in line with the replacement cost.


2.5 the Company reserves the right to vary its charges to You at any time or times during this Agreement giving not less than 5 days’ notice and having regard to all relevant circumstances including (without limitation) any changes in labour, materials, utility, fuel or any other costs.


The Rental Charges and all other payments shall be in Pounds Sterling and by direct debit mandate or car payment, debited within 5 days of the date of booking unless otherwise agreed. All payments will be plus VAT.





3.1 The Hired Goods shall remain our property at all times and You are responsible for the Goods in your custody at any time including loss by Fire, Explosion, Theft and other insurable risks. We shall advise You upon request from time to time of the insurance value of such articles.


3.2 The Customer hereby agrees and covenants as follows:


3.2.1 not to interfere or permit interference with the Goods or any part thereof or to remove or permit the removal of any identification registration or other identifying marks or numbers on the Goods;


3.2.2 To take reasonable care of the Goods and to use them for the proper purpose as previously agreed with us;

3.2.3 Not to make or cause to be made any modifications, maintenance, repair or adjustments to the Goods without our written consent;


3.2.4 Not to launder or dry-clean or have laundered or dry-cleaned other than by us any Goods nor use any of the Goods other than for the purposes of Your business carried out at the Site unless otherwise agreed;

3.2.5 Not to allow the Goods to become permanently spoiled or defaced and to take every reasonable precaution to prevent the Goods becoming infected or contaminated and to notify us immediately of any accidental infection or contamination.


3.2.6 Not to jeopardise the Goods or to permit them to be placed in jeopardy;


3.2.7 To permit us and any person duly authorised by us at all reasonable times to inspect and stock-check the Goods and for that purpose to have access to any vehicles or premises where the Goods may be situated. The results of such inspection and stock-checking by us shall be binding on You;


3.2.8 To keep the Goods at all times during the period of rental in his possession and control and not to remove or to permit the removal of the same from the Site without our consent in writing;


3.2.9 To notify us forthwith of any change of address and, upon our request to notify us of the location of the Goods;


3.2.10 not to sell, assign, let, pledge, mortgage charge encumber part with possession of or otherwise deal with the Goods or any interest therein nor to assign the benefit of the Contract nor to create or to permit the creation of any lien on the Goods;


3.2.11 to keep the Goods free of any distress, execution or other legal process;


3.2.12 to insure the Goods forthwith and to keep the same insured during the currency of the Contract to their full replacement value with a reputable insurance company against loss or damage by accident fire and theft and such other risks, if any, against which it is usual to insure the Goods or against which we reasonably require insurance;


3.2.13 to notify us immediately of any loss of, or material damage to, the Goods;


3.2.14 to pay punctually all taxes rates charges assessments and other outgoings payable in respect of the Goods or the use thereof and in the event of You making default under this sub clause, we may make all or any such payments and recover the amount thereof from You on demand;


3.2.15 to permit us or any duly authorised person to have access to and/or to remove the Goods or any part thereof.


3.2.16 Rental Items must not to be kept in possession for longer than the 21 consecutive days and must be returned for laundering.

3.2.17 Rental Period and Charges Clause:

The rental period for the items covered under this agreement is 21 days, commencing from the date of rental. You are obligated to return all Rental Items within the stipulated 21-day period. Failure to return the rented items within this period will result in an automatic charge to your debit / credit card for an additional 21-day rental period.

If the rented items are not returned by the end of the 42nd day from the initial rental date, your debit / credit card will be charged for the full replacement costs of the items. Replacement costs are determined here <>. You will receive prior notification of any supplementary charges and replacement costs.

It is imperative that you strictly adhere to the specified rental period and ensure the timely return of the items to avoid incurring additional charges or replacement costs.



3.3 We shall have the right to dismantle the Goods or detach the Goods from any items in which they may have been incorporated without prejudice to any of our other remedies.


3.4 The Customer shall indemnify us against all costs and liabilities which we incur in retaking possession of the Goods (or any part thereof) or in exercising any of our rights under this Clause 3 including without limitation any liability in respect of any damage caused to premises in such retaking of possession and removal of Goods which it was not reasonably practicable to avoid.


3.5 The Customer is responsible for any violation of law or regulation, or violation of our or any third-party rights related to (i) your combination of our products, services or other property with any materials; (ii) your modification of any of our Goods; (iii) your failure to commit to updates we have provided to you; or (v) your breach of the agreement. You are also responsible for claims brought by third parties receiving the benefit of our products and services through you. You must reimburse us if we suffer losses in the circumstances set out in this clause.


3.6 The Customer shall be entitled to submit to us for laundering and repair each week or at other intervals agreed in writing a number of Goods which will not exceed the number of days specified in the Order Form. Any additional articles sent in for launder and/or repair will be charged at the agreed rate.

3.7 The Customer must be satisfied upon receipt the Goods and Rental Items under this Contract are fit for the purpose for which they are required and will remain serviceable and satisfactory for commercial laundering for their Wash life (unless stated otherwise in the Order Form).

3.8 The Customer must not keep any of their own linen or towels in the property whilst hiring linen from Airlinen Ltd. Airlinen Ltd will not accept any responsibility or liability for any lost or damaged items.





4.1 In the event that a Contract is with our approval varied as a result of Your request we shall be at liberty to vary the Rental Charges to take account of any changes to the Works or cost to ourselves.

4.2 Change of Site: In the event of You wishing to alter the Designated Point or Site to an alternative location and we are willing to provide the Works to that alternative Designated Point or Site then this Contract shall continue in effect by amendment accordingly. If we are unwilling to provide the Goods or Services to the alternative Designated Point or Site then this Contract may be terminated by us.





5.1 Payment of Rental Charges is due (without deduction or set off other than agreed discount or retention) as set out below, notwithstanding that commencement or supply of the Works may not have taken place. Rental Charges will begin to accrue from the date of delivery. Receipts for payment will be issued only upon request unless this is automated as an agreed function of our platform.


5.2 Unless otherwise expressly agreed with You, payment for the Works shall be made net (no settlement discount being allowed) by automatic payment set up. Upon placing your Order your nominated credit or debit card will be charged within 5 days. A receipt in the form of an email will be provided for each Order should you request this.


5.3 If full payment of any sums due is not received by the due date for payment (without limiting any other rights we may have) we shall have the right at our option to:

5.3.1 charge interest (both before and after judgement) from the date by which payment should have been made until the outstanding amount is paid in full on the unpaid amount on a daily basis at the Late Payment of Commercial Debts rate from time to time in force unless otherwise specified; and


5.3.2 Suspend any further Works under the particular Contract or any other contract or accepted Order until payment is made in full; and

5.3.3 Cancel the particular Contract in relation to such further Works and any other contract with You or accepted Order;

5.3.4 Appropriate any payment made by You to such of the Works (or any other Contract between You and us) as we think fit (notwithstanding any purported appropriation by You); and


5.3.5 Dis apply any agreed special payment arrangements in which case the payment due may be increased accordingly.


5.4 No deduction shall be made by You in respect of any set-off or counter-claim howsoever arising; and no time or indulgence granted by us to You shall prejudice any right or remedy which we may have in any manner whatsoever.


5.5 We may invoice You for the balance of the Rental Charge on or at any time after commencement or delivery of the Works unless You wrongfully fail to take delivery or permit commencement of the Works, in which event we may invoice You and charge your nominated card for the balance of the Rental Charge any time after we have tendered delivery or commencement of the Works.


5.6 Without prejudice to any other rights we may have, we shall be entitled to set off any sums due from us to You against any sums due to us from You.

5.7 Invoices must be paid within the agreed due date specified within the Payment Terms on the Order Form.


5.8 Unpaid invoices will incur a late payment fee of £25 for every five working days the invoice remains outstanding subject to statutory charges that may apply to you. Method of payment will be expressed within your Order Form.





6.1 Any dates and times quoted for delivery or commencement of the Works are approximate only and we shall not be liable for any delay in delivery or commencement however caused. Time for delivery or commencement shall not be of the essence unless previously agreed by us in writing. We may deliver or commence the Works in advance of the quoted date upon giving reasonable notice to You.


6.2 Where the Works are to be delivered or carried out in instalments, each delivery shall constitute a separate Contract and failure by us to deliver any one or more of the instalments in accordance with these Conditions or any claim by You in respect of any one or more instalments shall not entitle You to treat the Contract as void. If You fail to take delivery or commencement of the Works within the time agreed or fails to give us adequate instructions for delivery or commencement in sufficient time for delivery/commencement (otherwise then due to any cause beyond Your reasonable control or our fault) then, without prejudice to any other remedy available to us, we may store Goods until actual delivery without liability at the cost and risk of You and charge You for the reasonable cost (including insurance) of storage or sell the Goods at the best price readily available and (after deducting all reasonable storage and selling expenses) account to You for the excess over the Rental Charge under the Contract or charge You for any shortfall below the Rental Charge under the Contract. We reserve our right to seek compensation or any other remedy for other costs incurred in consequence of any such delay or failure.

6.3 It is your responsibility to ensure we have the correct information for carrying out each delivery and you must provide full access instructions for each property when booking a delivery and should we not be able to deliver or fail the delivery because our agent could not gain access you will be charged the minimum order value as stated in your Order Form.


6.4 Where delivery or provision of the Works is made by us or our agents You will provide at its cost full safe and proper means of access to the Site and the Designated Point for us and our agents and if appropriate any vehicles used by us or our agents and carriers and shall provide adequate free working space and such other facilities as may be necessary for the fulfilment of the Contract. If You fail to provide suitable means or facilities we shall be entitled to charge You for any additional costs and time thereby incurred or spent by us.


6.5 Unless we are notified to the contrary by email on or no later than the Cut Off Point from the time of delivery and such notification is confirmed within 24 hours thereafter the Works shall be deemed to have been accepted by You as being in accordance with the Contract. Upon receipt of such notification we shall take all reasonable steps to rectify the discrepancy or complaint speedily. You shall not be entitled to withhold payment of all or any of the Rental Charges while any claim is being investigated by us.

6.6 When an Event such as a Public Holiday, street closures, demonstrations or any other event which falls outside of Airlinen’s control coincides with the normal day of delivery we will be under no obligation to provide the Works to You on that day or for that week but we will use our reasonable endeavours to arrange or rearrange deliveries in the weeks before and after the Event in an effort to provide continuous service to You.


Rental Charges will not be suspended during closure or inaccessibility of the Designated Point or Site or Your business due to holidays or any other Event. You are reminded that your rental period is for a 21 day period.


6.7 Risk of damage to or loss of the Goods shall pass to You at the time of delivery or if You wrongfully fail to take delivery of the Goods at the time when we have tendered delivery of the Goods.


Delays or changes to deliveries

6.8 Airlinen will not be responsible for any loss of earnings to you, or poor ratings made about you, should your delivery be late or not delivered due to elements outside of our control.

6.9 The Client is responsible for ensuring there is adequate access or the appropriate personnel at the property to receive the linen from our driver.

6.10 Should there be no one at the delivery address, the delivery driver will wait for 10 minutes and contact the number provided with your Order, should they not be able to carry out the delivery, the delivery will be Failed and charged according to your Failed Order charge. This charge can be equivalent to our Minimum Order which is currently £20 + VAT.

6.11 Any loss or damage to such items left outside are the complete responsibility of the Client.

6.12 From time to time, Airlinen may access your property earlier than the timeframe booked. It will be deemed that you agree to this early access if you or a person nominated by you such a cleaner working for you provides access information such as lockbox codes or Keynest details. 


6.12.1 In such cases, Airlinen accepts no liability for any losses or damages, including but not limited to the loss of keys, loss of Items within the home, or damages caused. However, Airlinen will cooperate fully to understand the root cause of the incident and where Airlinen Is at fault, it may, at its discretion, credit your Order value as a gesture of good will.

6.13 Airlinen will remove all linen on each occasion it visits your property and will only leave the Items listed in your Order Form in the property.

6.14 Airlinen has the right to inspect all cupboard, storage units and anywhere else its linen may be stored and to remove such linen to ensure rotation of its linen.


6.15 The client agrees to remove from the property all of their own towels and linen and agrees to not hold Airlinen responsible for any missing or damaged damaged linen that belongs to the client.



Changes to your Order & Account Logins

6.16 Changes to an Order made at any time before the Cut Off set out in this Agreement will be accepted at no extra cost.

6.17 Changes to an Order which are requested after the Cut Off Time may incur on charges for linen as per your pricing on your Tracker dashboard. All cleaning Bookings will incur a full charge when cancelled after Cut Off Time.

6.18  When You register You will create a username and password which You must use whenever You login to Airlinen. You must treat Your username and password as confidential and must not disclose it to any third party unless they are acting on Your behalf, this can include cleaning companies and property managers who are organising and working on Your behalf. 

6.19 Please share Your information with only those You see fit to. You will be responsible for all activities and orders made under Your password and username. If You think that someone else may either know or be using Your username and password, please change Your password and contact Us immediately.


6.20 Replacements will be provided on items which have been delivered and are reported Damaged according to the rejects policy <> if such items are reported within the Reporting Time frame.




7.1 (a) Term. The Term for the products and services are described in your Order Form. If either of us does not wish to renew, they must provide the other with at least 30 days’ written notice before the end of the Initial Term or Subsequent Term.

(b) Suspension. We may on notice suspend our services or other property, or terminate the agreement, (i) if required to do so by a third party provider, court or regulator; (ii) if you become or are reasonably likely to become insolvent or affiliated with one of our competitors; or (iii) if there has been or it is reasonably likely that there will be: a breach of security; a breach of your obligations under the agreement; or a violation of third party rights or applicable laws, rules or regulations. Our notice will specify the cause of the suspension or limitation and if the cause of the suspension or limitation is reasonably capable of being remedied, we will inform you of the actions you must take to reinstate the service. If you do not take the actions or the cause cannot be remedied within 30 days, we may terminate the agreement. Charges remain payable in full during periods of suspension or limitation arising from your action or inaction.

(c) Termination. We may terminate the agreement, in whole or in part, in relation to a product or service which is being discontinued, on 5 days’ written notice. Either of us may terminate the agreement immediately upon written notice if the other commits a material breach and fails to cure the material breach within 30 days of being notified to do so. Unless we terminate for breach or insolvency, pre-paid charges will be refunded on a pro-rated basis.

(d) Effect of Termination. Except to the extent we have agreed otherwise, upon termination, all your contractual rights end immediately and each of us must return all property of the other and, if requested, confirm this in writing. Termination of the agreement will not (i) relieve you of your obligation to pay us any amounts you owe up to and including the date of termination; (ii) affect other accrued rights and obligations; or (iii) terminate those parts of the agreement that by their nature should continue.

7.2 Cancellation in whole or in part before Delivery by You will normally only be accepted where we can cancel any relevant order placed with our own supplier; and on terms that a cancellation charge is paid by You to cover all expenses and charges incurred by us and our loss of profit on the Contract.


7.3 You may cancel or reschedule an Order free of charge at any point before the Cut Off Time.


7.4 You will incur a £10 cancellation fee for all Orders cancelled or rescheduled after your agreed Cut Off Time unless otherwise agreed.


7.5 In the case of any breach or non-observance of any of these Conditions by You or in case of force majeure or any change of Site or control  (within the meaning of s416 ICTA 1988) without our prior written approval or if the commercial return for the Company is not viable or if You becomes insolvent or in our opinion is likely to go into bankruptcy receivership administration or liquidation or makes default in or commits a breach of the Contract we may (without prejudice to our rights which may have accrued up to the date of termination) either:


7.5.1 Forthwith on written notice to You (including, if appropriate in our opinion, a period sufficient to enable remedy of any default) suspend all or any part of the Works or terminate the Contract without incurring liability to You; or


7.5.2 Give to such administrator, receiver, liquidator or other such officeholder the option of carrying out the Contract subject to their providing sufficient guarantee for the performance of the Contract.


7.6 On termination of the Contract You shall immediately return to us in good and serviceable condition all Goods or pay a sum equal to the price of new Replacement Goods for any Goods not so returned. You will be charged a collection charge in line with current "Pick up Only" pricing as found in your dashboard. Replacement Goods will be charged automatically to the card you have on account with us. Pick up only pricing is based on a maximum of 10 Sets and within the London M25 motorway. Should you require more Sets to be collected, or Sets to be collected outside of the M25, there will be a higher collection charge which will be confirmed before collection is made, but will be at a minimum amount of £100.00


7.7 On termination of the Contract under clause 7.1 above You shall on demand or within 14 days of the date of termination whichever is the sooner pay to us all arrears of Rental Charges, interest and any other charges or sums due under this Agreement, and the Residual Value.


7.8 Cancellation in whole or in part on or after the Installation Date or termination under clause 7.1 shall be without prejudice to any other right or remedy we may have in respect of the breach concerned (if any) or any other breach including, without limitation, recovery of all sums which would otherwise be due had the Contract not been so terminated.

7.9 In the event of You failing to comply with clause 7.6 above we shall be entitled without notice and without prejudice to any other remedies to retake possession of the Goods.




8.1 (a) Client Obligations. If you order services, you must provide reasonable access to your sites, equipment and systems and ensure the health and safety of our personnel on your premises and full cooperation from your qualified and experienced personnel as reasonably required. You must (i) provide detailed, accurate and sufficiently complete information, specifications and instructions; (ii) ensure you are permitted to allow us to access the Site for such services; and (iii) perform any additional obligations specified in your Order Form. We will not be liable under the agreement to the extent our failure is caused by you not performing your obligations on time. If reasonably requested, you must make authorised personnel available to agree on the impact of any failure or delay by you, and you must not unreasonably withhold or delay your consent to any consequential changes to the agreement.

(b) Changes. Either of us may make written (including email) requests to change any aspect of the services, provided that no change will take effect unless you have received written confirmation from Airlinen. You must reasonably assist us in assessing your change requests and, if we agree in principle, we will without undue delay confirm the change in writing via your Communication Portal detailing the scope and impact of the change.


(c) Acquired Knowledge. We may develop future materials and we may freely use our general knowledge, skills and experience, and any ideas, concepts, processes, know-how and techniques developed by us while performing the services, provided we do not use your confidential or other proprietary information.


(d) Site Rules. We will take reasonable steps to ensure that while on your Site our personnel comply with reasonable security, health and safety and confidentiality requirements that are notified to us in advance.

8.2 Airlinen may agree to strip beds and collect towels previously used at the property. Airlinen will charge £8.00 per 2 beds stripped in order to retrieve previously delivered bed linen and towels. Airlinen is under no obligation to strip beds and will decide whether it can do this on a case by case basis.

8.3 Airlinen is under no obligation to retrieve keys from Keynests or any other key holding facility on your behalf, and it is Airlinen’s discretion whether or not it will collect keys from such locations. Where Airlinen does collect from such locations, it will charge £6.50 + VAT for each occasion.





9.1 Each of us performs the agreement subject to interruption and delay due to causes that cannot be reasonably controlled by us, such as acts of God, acts of any government, war or other hostility, civil disorder, the elements, fire, explosion, pandemic / epidemic, power failure, equipment failure, industrial or labour dispute, inability to obtain necessary supplies, and the like. This does not affect your payment terms and our ability to charge your nominated card for services already carried out.





10.1 We warrant to You that:


10.2 The Services will be provided using reasonable care and skill and as far as reasonably possible, for the Term specified in your Order Form.



10.3 The Goods to be supplied on hire by us will be of satisfactory quality for normal commercial use and laundry (if applicable). Where we supply any Goods supplied by a third party, we do not give any warranty, guarantee or other term as to their quality, fitness for purpose or otherwise.


10.4 Losses of or damage to the Goods other than fair wear and tear occurring whilst in Your custody will be made good by us at Your expense Without limitation we accept no liability for inconvenience or financial loss sustained by You as a result of unavoidable delays in replacing or repairing such lost or damaged Goods and further reserve the right to replace such lost or damaged Goods with Replacement Goods. The charge to You for Replacement Goods provided under this clause shall be the full current new price of articles. Full replacement costs can be found in your agreement/portal. We shall have no liability to You or any third party for any loss, damage, costs expenses or other claims for compensation arising from any Customer Material or instructions supplied by You which are incomplete, incorrect, inaccurate. Illegible, out of sequence or in the wrong form, or arising from their late arrival or non-arrival, or any other fault of You. Any charges for Replacement Goods will be charged to any cards you have placed on file with us in order to make payment for Linen Hire or other services.

10.5 If at all and subject to the validity of clause 10.4 above the entire liability of Airlinen (and of any of Airlinen’s third party providers) for all claims arising out of or in connection with the agreement, including for negligence, will not exceed the amount of any actual direct damages up to the amounts payable in the prior 1 month for the product or service that is the subject of the claim.


10.6 Our obligation under this Warranty shall be to correct, repair or replace free of charge any Works which are shown to our satisfaction to have been defective provided that notice of such defects and satisfactory proof thereof is given by You immediately within two hour of delivery of the relevant Works being supplied and provided that any Goods have only been used for the purposes for which the Goods were manufactured and in accordance with the Contract.


10.7 Save as stated in this Clause 10.7, we shall be under no liability for direct or indirect or consequential loss of profits, loss of anticipated savings, remedial costs and loss of staff time or any indirect, special, consequential or other loss or damage of whatsoever kind or howsoever caused as a result of any Works supplied being lost, damaged, defective or not in accordance with any Contract or as a result of anything done or omitted in connection with any Works including any breach by us of any fundamental term of any Contract and our liability under this Clause shall be in lieu of and to the exclusion of any liability, condition, guarantee, warranty, term undertaking or representation whether express or implied, statutory or otherwise and shall be limited to the lesser of:


10.8 The monthly value of the Works supplied under the Contract (or lesser term if the Contract is of shorter duration) to which any claim relates; 


10.9 The amount received by us in relation to the liability claimed under any relevant liability insurance currently held by us.


10.10 notwithstanding anything contained in the last foregoing paragraph, our liability in respect of any Goods not manufactured by us, but supplied by us shall be to give You the benefit of any manufacturer's guarantee or other rights (if any) which are available to us against the manufacturer or other supplier of such Goods.


10.11 Nothing contained in this Clause shall exclude:

10.12 Any liability for breach of our implied undertakings as to title.

10.13 Where You deal as a consumer (defined by the Unfair Contract Terms Act 1977) any liability for breach of its implied undertakings as to conformity of goods with description or sample or as to their quality or fitness for a particular purpose.


10.14 Any liability arising from our negligence causing death or personal injury.


10.15 Any liability arising from fraudulent misrepresentation.


10.16 The Customer recognises that the limitation of liability contained in this clause is reasonable in that the Rental Charges quoted by us are dependent upon such limitation being incorporated in the Contract, and that we may have insurance cover which covers some or all of the losses purported to be excluded herein, but that there are legitimate business reasons for still excluding such liability, including (but not limited to) the maintenance of a clean insurance claims record.


10.17 We are not liable under this Warranty (or any other warranty, condition or guarantee) if the total Rental Charges due under the Contract have not been paid by the due date for payment.


10.18 Claims must be brought within 1 month of them arising.


10.19 We will not be responsible if our product or service fails to perform because of (i) Your actions or inaction (other than proper use of the product or service), such as failing to follow instructions or adhering to the minimum recommended requirements; (ii) changes You make that would affect us to perform our service or provide our products; (iv) your failure to implement and maintain proper and adequate security, health and safety for any or all sites; (v) your failure to amend any issues as a result of our feedback we have provided to you; or (vi) other causes not attributable to us. If we learn that our product or service failed because of one of these, we reserve the right to charge You for our work in investigating the failure at our then currently applicable rates.





11.1  All particulars given by us relating to performance dimensions capacity output consumption and weight of any Works and all illustrations descriptions specifications and drawings are given as accurately as possible but are approximate only and all such material contained in brochures, catalogues, price lists, and other advertising matter is intended merely to present a general idea of the Works described therein and none of such material shall form part of the Contract and Works may vary slightly.


11.2 All Works supplied are subject to a reject tolerance of plus or minus five percent (5%) of the quantity ordered and we shall be deemed to have fulfilled the Contract if the Works supplied fall within this tolerance.




12.1 Any error or omission in any document or information issued by us, including (without limitation) price lists, quotations or invoices, may be corrected by us without liability.





13.1 We shall retain the exclusive property and reserve the IPR in all Works, Work Materials and other Documents supplied or produced to You in connection with any Contract or prospective Contract. All communications in connection with any Contract or intended Contract including (without limitation, pricing and product information) and all arrangements for the inspection of Goods and/or facilities shall be regarded as strictly confidential between us and shall not be divulged to any other person firm or company without our prior written consent.


13.2 The Customer agrees to indemnify us against all third party claims including costs, in respect of any Customer Material and Works in accordance with any specification design information equipment or instruction given by or on behalf of You and whether relating to the infringement or the alleged infringement of IPR or otherwise.





14.1  You confirm that where You provide us with any personal data (as defined in the Data Protection Act 2018 "the Act") You give us or obtain on our behalf all consents necessary in order for us to lawfully process such data in accordance with the Act as a ‘Data Processor’. For further information please look at our privacy policy here:





15.1 Other than as provided in these Conditions the Contract is between us and You as principals and the rights and obligations of You may not be assigned, sub-contracted or otherwise disposed of without our consent. We may assign or transfer all or any of our rights and obligations under the Contract without consent and perform or delegate any of our obligations or exercise any of our rights by any agents or subcontractors appointed by us in our absolute discretion for the purpose. You agree to take all steps necessary to give effect to any such assignment, transfers or delegation or exercise, including novation reasonably required by us.

15.2 From time to time Airlinen will use third party contractors and companies for services, where such contractors and/or companies are used, Airlinen is not responsible or liable or accountable for any damages, financial loss, any form of reputational damage, compensation, poor rating, loss of anticipated savings, remedial costs and loss of staff time or any indirect, special, consequential or other loss or damage of whatsoever kind or howsoever caused. 




16.1 Any notice given under this Agreement shall be in writing and shall be delivered or sent by pre-paid registered post or email to the address of the relevant party as set out in the Order Form, or to such address within the United Kingdom as subsequently notified to the other party/ies. In the case of post, the notice shall be deemed received 48 hours after posting, and if by email within 12 hours of sending provided no notice of delivery failure has been received.​



Terms and Conditions for Short Let Cleaning Services


1. Agreement and Scope of Services:

1.1 By engaging the services of Airlinen, the client agrees to the Terms and Conditions outlined herein. Airlinen will provide short let cleaning services as specified in the agreement and in line with its Checklists as found here <>


2. Booking and Payment:


2.1 Bookings are confirmed upon receipt of payment.


2.2 Payment can be made through our Portal.


3. Cancellation and Refunds:


3.1 Cancellations made less than 72 hours before the Scheduled cleaning will result in the forfeiture of the complete Booking amount.


3.2 No refunds will be issued for cancellations made less than 72 hours before the Scheduled cleaning.


4. Cleaning Services:


4.1 Airlinen will provide Cleaning Services as agreed upon in the booking confirmation.


4.2 The client is responsible for providing access to the property at the scheduled cleaning time.


4.3 All information about the property, access to the property, details of utilities in the property and other such information must be provided in the onboarding documentation before a clean can be accepted by Airlinen.


5. Client Responsibilities:


5.1 The client must inform Airlinen of any specific cleaning requirements or concerns prior to the service. Such instructions must be added in the “Information” section of the Order Form


5.2 The client is responsible for providing safe and legal access to the property for the cleaning team.


5.3 The client will be charged for any cleaner waiting times due to access issues or any other issue which stops the cleaner from starting to clean on arrival.


6. Liability:

6.1 Airlinen will exercise reasonable care and skill in providing cleaning services.

6.2 Airlinen is not responsible for providing correct cleaning materials. It is the client's responsibility to ensure that appropriate cleaning materials are available and suitable for the specific cleaning requirements. Such products can be bought from the Airlinen portal when placing Your cleaning booking.

6.3 Airlinen is not liable for any damages to items or surfaces resulting from the use of incorrect or unsuitable cleaning materials provided by the client.

6.4 Airlinen is not responsible for damages to items or surfaces that occur due to pre-existing wear and tear, poor maintenance, or inherent vulnerabilities.

7. Health, Safety and Food:


7.1 The client must ensure that the property is safe for cleaning, free from hazards, and complies with health and safety regulations.


7.2 Airlinen reserves the right to refuse cleaning services if the property is deemed unsafe.


7.3 If guests are still in the property at the start of the cleaning booking time, Airlinen has the right to refuse cleaning until guests vacate. If guests have not left the property in time, Airlinen will not be responsible for providing a less than acceptable clean within the remaining time left and may not be able to add additional time as Cleaners have other bookings to attend.


7.4 Airlinen will not clean a property where bedbugs or any other such pests are noticed. If this occurs, Clients will be provided with photographic evidence and Airlinen will need confirmation that pest control has successfully solved the problem before a cleaner can return.


7.5 Refrigerator Contents Policy: Airlinen reserves the right to dispose of any opened items found in the fridge. Airlinen shall not be held responsible for any loss of items stored in the fridge or freezer. Our policy includes the disposal of opened food, jars, bottles, and any other opened food packaging left in the fridge, excluding condiments, sauces, and spices, which will be retained. Clients are advised to remove any items they wish to keep before the Scheduled cleaning to avoid unintended disposal or provide a list of items to be kept as part of the cleaning instructions on booking.


8. Termination of Services:

8.1 Airlinen reserves the right to terminate services at any time if the client breaches these Terms and Conditions or engages in inappropriate or abusive behaviour towards Airlinen’s staff.


9. Amendments to Terms:

9.1 Airlinen reserves the right to amend these terms and conditions at any time. Clients will be notified of any changes in writing or email.


10. Confidentiality

Unless otherwise agreed, the Company will treat any information gained during the supply of the product(s) or service(s) as being private and confidential. Likewise, the Client shall keep confidential any methodologies and technology used by the Company to supply the product(s) or service(s).


11. Non-Compete and Circumvention

Under no circumstance can the Client engage (directly or indirectly) a sub-contractor or employee of the Company for 12 months after being introduced.

The Company reserves the right to invoice the Client for loss and damages should this occur.


12. Expenses

The Company retains the right to charge out-of-pocket expenses incurred in providing the service(s) – subject to prior agreement and the ability to provide the Client with proof of expenditure.

All out of pocket expenses will be charged at cost but there might be time extension needed if the Company has to go out of their way to purchase any products needed.

On occasions, when time needs to be added, the client will be informed for approval.


13. Time of service

The service time starts from the moment the cleaner attempts to retrieve keys. This means, should there be any delays in retrieving keys, the Company will charge the Client for such waiting times as this will be including and form part of the time booked for services.

All times extensions required by the Company will be agreed with the Client in writing.


14. Reporting

Although the Company does its best to maintain and inform the clients about the conditions of their property when visiting the property to carry out services or the delivery of products, however, it is the complete responsibility of the Client to ensure their properties are safe, secure and in working order.

A separate Reporting service is available as a standalone service should the Client request this. Cleaners are not responsible for reporting maintenance, wear and tear or any other issues outside of cleaning.


15. Insurance

The Client must ensure that it protects the Company from all liability and confirms, through agreeing to these Terms and Conditions, that all relevant insurances are in place and active before booking products or services with the Company.

The Company accepts no liability in loss of earnings, damages or any other such financial loss suffered by the Client.


If a booking is cancelled in the 72 hours before the start time of the booked service, the service will be charged in full.


If the booking is cancelled before the 72 hour window, the Client will not be charged. Holiday and festive arrangements may differ and you will be informed of the terms of booking, prior to us charging and scheduling your booking. 

Wavering the cancellation fee lies solely within the discretion of the Company and under considered circumstances.


16. Complaints Procedure

In the unlikely event of a dispute over the supply of product(s) or service(s), the Client and Company agrees to reach a mutually beneficial solution.

Any disputes and complaints must be raised within 2 hours of the Company delivering the service or products booked. Complaints and disputes which are brought to the attention of the Company after this 2 hour window will be addressed on a case by case basis.

The Client must ensure they have someone onsite to check they are happy with the services and products received. No contact within 2 hours of delivery will be deemed as full acceptance of all products and services received.


17. Care and Damage to Client Property

Whilst every care is taken in the handling of the Client’s property, the Client must have the relevant insurances in place to address any recovery or financial claim.

Any loss or damage will in accordance with what the Client has arranged with their insurance provider.

The Client agrees to report any loss or damages made within 24h.

Bank and national holidays can carry up to 100% surcharge.

Booking timeframes are subject to availability and will be met as closely to requested time as possible.

Priority will be given to properties with same day turnaround.

17.1 Equipment

It is the responsibility of the Client to supply and maintain fully functioning cleaning equipment such as vacuums, including vacuum cleaner bags, buckets and mops which are in satisfactory condition.

Any other specialist equipment needed for the Client´s property is also the responsibility of the Client. All required products can be bought and sourced from the Company when bookings are made.

17.2 Rights Reserved

Should the Company choose not to enforce any or all of these conditions it should not be interpreted as a waiver of any of the Company’s rights.

By providing the Company with an Order or booking request, the Client accepts these Terms and Conditions.

A contact person for the Client must be reachable 30 min before the booking, during the booking and 30 min after.

Should the Client fail to comply with this the Company reserves the right to cancel the booking at full charge.

The Company agrees to keep the Cleaner on waiting time in case of access issues of any kind if there is availability to accommodate and do so. This will be charged by the normal hourly rate.

The Company reserves the right to cancel a booking if the delay goes further, at full charge.


18. Payment


The Company shall issue an invoice to the Client in respect of products or services to be supplied.

Unless otherwise agreed in writing, Clients will pay for their services and products at the time of booking.

Late Payment & Interest Charges

The Company shall, in respect of an issued invoice to the Client, expect full settlement within the time stipulated on the invoice or within 5 calendar days of the date of invoice.

Failure to comply with either will result in interest being charged at 2.5%, of the full amount of the invoice calculated for each day the invoice remains unpaid.

In addition, statutory late payment fees may be levied in accordance with the EU late payment rate directive (2000/35/EC).


19. Contact Information:

For any inquiries or concerns related to these terms and conditions, please contact Airlinen at





Terms and Conditions of use and sale for the Airlinen Site

Airlinen Shop is Our retail store through which you can get an array of items, products, and equipment to help the management of your short-term let properties. 

Airlinen aims to give You a superb shopping & rental service. 

We have set out below the conditions under which You are allowed to use the Site, what You can expect from Us and see the terms on which You place Your Order.




"You" and "Your" means the person ordering Goods from Airlinen, who must be over 18 years of age. "Airlinen" or "We" or "Us" or "Our" means Airlinen Limited whose registered office is at Videk, Building 2, Kingsbury Road, Kingsbury Works, London, NW9 8RW.
"Account" means Your details and shopping history which is created when You register to shop through the Our Site.
"Deliver" means Us delivering the Goods that You order to the address stated in Your Order (and that address must be within Our delivery area) and "Delivery" and "Delivered" shall be interpreted accordingly.
"Site" or "Website" means Our Website. 




This section explains how You are allowed to access and use the Site.


2.1 Use of and access to the Site

2.1.1 From time to time it will be necessary for us to carry out maintenance on the Site which may result in occasional periods of downtime.

2.1.2 We can't promise that the Site will be uninterrupted or error-free or that defects in the Site will be corrected.

2.1.3 You can use the Site to browse and buy goods and services from us and to manage your account with Us but not for any other purpose.
2.1.4 You must not use Your login email/username and password combination to access the Site, or any part of the Site, including Your shopping list or favourite items, from anyone else's Site. That is because access to the Site by commercial organisations, whether or not acting on behalf of Our customers, is strictly prohibited unless we provide written confirmation.

2.2 Content of the Site

2.2.1 We may update the Site from time to time, and may change the content at any time. However, please note that any of the content on the Site may be out of date at any given time, and we are under no obligation to update it. Although we try to update the information on the Site, we make no representations, warranties or guarantees, that the content on the Site is accurate, complete or up-to-date.
2.2.2 We do not guarantee that the Site, or any content on it, will be free from errors or omissions.
2.2.3 All rights, including without limitation any intellectual property rights, in any data on the Site, or any part of the Site, provided by Us or You, or any third party, such as for example Your shopping list or favourite items (the Data) will automatically be owned by Airlinen. You agree that You are not allowed to use the Data, or permit any third party to use it, without Our express permission. If the law prevents us from automatically owning any rights in the Data, you now assign such rights to us.
2.2.4 You are responsible for configuring Your information technology, computer programmes and platform in order to access the Site. You should use Your own virus protection software.
2.2.5 You must not misuse the Site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Site, the server on which the Site is stored or any server, computer or database connected to the Site. You must not attack the Website via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, You would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and We will co-operate with those authorities by disclosing Your identity to them. In the event of such a breach, Your right to use the Website will cease immediately.

 2.3 Non Airlinen Websites

Sometimes to help You in Your shopping experience We may include links to other non Airlinen websites. As You would expect, Airlinen is not responsible for the content of those websites.

2.4 Governing Law

These terms of use are subject to English law and the exclusive jurisdiction of the English courts.

2.5 Changes to these Terms

If We make any changes to these terms of use We will let You know as soon as possible by posting the changes on Our Site.



These terms of sale will apply if You place orders on Our Site.

3.1 Becoming a Customer

3.1.1 To place an order on Our Site You must be over 18 years of age, require Delivery in Our Delivery area catchment and have a credit or debit card acceptable to Us in Your name.
3.1.2 When You register You will create a username and password which You must use whenever You shop with Us. You must treat Your username and password as confidential and must not disclose it to any third party. Please keep this information in a safe place because You will be responsible for all activities and orders made under Your password and username. If You think that someone else may either know or be using Your username and password, please contact Us immediately.
3.1.3 We reserve the right to decline a new Customer registration or to suspend or disable Your Account at any time and at Our sole discretion.

3.2 Our Contract

3.2.1 Our Site invites You to buy and hire Goods from Us. Once You have placed an order on the Site We will send You an Order acknowledgement by email setting out what You have ordered and the price of Your Order. This is not an Order confirmation or acceptance from Us. A legally binding contract with You will only arise once We have completed Delivery of the Goods to You. At this time You become the owner of the non Hired Goods. This means that You will have no legal liability in connection with Your Order until Delivery is completed. Any clause in the “Hire Linen General Terms and Conditions” overrides this clause.
3.2.2 These terms regulate the supply of goods to You by Airlinen. Any other Terms, Conditions or representations (other than those made fraudulently or implied by statute) are excluded.
3.2.3 The failure of Airlinen to take any action in respect of a breach of these terms and conditions shall not constitute a waiver of their enforceability. Airlinen reserves its rights in respect of these Terms and Conditions at all times.

3.3 Price

3.3.1 The price of the item(s) You order will be the price on the Site at the time You place Your Order or amend Your Order. If a new price or promotion is in place after You have placed Your Order for example, a multi-buy offer or price reduction which may be advertised on the packaging of Goods you have ordered, these prices and promotions will not be applied to Your Order.

3.3.2 In addition to the price you could also be charged:
•    a. a Delivery slot charge;
•    b. if the total price of your Order is less that the Minimum Order, we will charge the difference.
•    c. if the address falls outside the main coverage area (map available on request), there might be an delivery charge.
All charges, will be displayed in the ‘Shopping Cart’ section on the Site. The total price of Your items excludes delivery charges.
3.3.4 For Your protection and security, and in order to verify the debit or credit card details provided, We will contact Your card issuer and perform a 3DS authentication check, or if your card is not enabled we will request a pre-authorisation of 1p on the day You checkout Your order to request a pre-authorisation of 1p. We will verify Your card for 1p each time You amend Your order. It is important to point out that this pre-authorisation is NOT a charge to Your card and will not be billed to You. Your card issuer may hold this amount for a short period, but this will never be taken from Your account.
3.3.5 The day before or on the day your Order is Delivered, we will request a pre-authorisation for the amount of Your order at the time it was checked out, which is the amount shown to You when You confirm Your online order. We do this to ensure that the card details are still valid and that You have sufficient funds to complete the transaction.
3.3.6 We will debit the total value of Your checked out Order once it has been Scheduled. However, if there are differences between Your checked out Order and the contents of Your Delivered Order, an adjustment will need to be made to the amount debited from Your debit or credit card. In the event the total value of Goods Delivered is less than the checked out Order amount (for example if an item was unavailable and removed from Your Order or due to price changes in accordance with above), You will be refunded the difference.
3.3.7 In the event the total value of Goods delivered is more than the checked out Order amount (for example if the price of weighted items differs from the amount specified in Your Order in accordance with above) or due to price changes in accordance with above You may see a separate charge on Your credit or debit card statement. The total amount payable by You for Your order (following any adjustment required) will be the amount shown on the “my orders” page. Any required adjustments will be processed on the day of Delivery and may appear as a separate line on Your credit or debit card statement. However, the adjustment may take up to 5 working days to appear on Your statement depending on Your card issuer.
3.3.8 All prices quoted are Exclusive of any Value Added or other tax.

 3.4 No Excuses Guaranteed Changing your Mind

3.4.1 You can cancel Your order at any time prior to Delivery. If You want to add Goods to Your order or remove Goods and keep the same Delivery date, You need to Let Us Know before the order Cut Off Time specified in Your order confirmation found on Your Airlinen online account, a copy of Your Airlinen order confirmation will also be emailed to You.
3.4.2 You can change Your order anytime up to Delivery, but We won't necessarily be able to Deliver during Your originally selected Delivery slot. We may need to agree another day and time to complete Your order.
3.4.3 If you have ordered items which are not liable to deteriorate, or expire rapidly, or are not hire items and are not listed in clause 3.4.4 below You are able to change your mind and cancel your order for any reason within 30 days after Delivery for an exchange or full refund as long as they are unused and on their original packaging. You will not be able to change your mind and cancel an order for items which are listed in clause 3.4.4 below after Delivery unless these items are Damaged or faulty or in any way does not meet Our usual high standards. Items which are liable to deteriorate, or expire rapidly can be returned in accordance with clause 3.4.6 below.
3.4.4 Your right to return an item does not apply to certain Goods unless these Goods are faulty on Delivery or misdescribed. These items are:
•    items which cannot be resold for health and hygiene reasons once unwrapped (e.g. example Linen, mattresses, bedding, personal grooming products; flat pack furniture that has been partially or fully assembled;
•    and items which have been installed using Our installation service.
•    Clean chemicals or materials or similar which have been opened
Orders which fail to meet our usual high standards
3.4.5 When Your items are delivered please check that the order is not damaged. In the event that Your order is visibly Damaged or in any way does not meet Our usual high standards, do not accept the order and tell Our driver when s/he makes the Delivery.
3.4.6 If you have accepted the order and subsequently discover that an item is damaged or faulty or in any way does not meet Our usual high standards please Let Us know as soon as possible if you wish to cancel your Order and do not continue to use your item(s). Please retain the original packaging where possible. You are responsible for the Goods from Delivery and You must store the Goods in the manner appropriate to the type of Goods as We may require them to be returned and they must be returned to Us in the same condition as they were Delivered to You. The returns policy for Damaged or faulty items is set out below:
•    Returns policy for items which are not liable to deteriorate, or expire rapidly - If You return an item(s) which is Damaged or faulty, mis-described or parts are missing straightaway or within 30 days of delivery you may request either a full refund, a price reduction, or replacement or repair of the item(s). If You discover the item(s) is damaged, faulty, mis-described or parts are missing after 30 days from delivery, You may return the item(s) and request either a repair or replacement. If the repair or replacement provided by Us is not satisfactory, You can then request either a refund or price reduction. Please note that sometimes it will not be possible for Us to provide a replacement or repair for an item (e.g. because the product/parts no longer exist). In these circumstances Airlinen will first offer You a substitute item which is believes is the same as what you have ordered, or it may refund or provide a price reduction, whichever Airlinen sees fit.
•    Returns policy for items which are liable to deteriorate, or expire rapidly - If You are not happy with the quality of any item(s), We will happily offer you a replacement item(s) or refund the money paid for the item(s) if You let Us know before the expiry of the "use by" or "best before" date indicated on the item(s) or, where an item is loose and does not specify a "use by" or "best before" date, within 7 days after You received Your order. You must store the item(s) in the manner appropriate to the type of Goods as We may require them to be returned and they must be returned to Us in the same condition they were Delivered to You. Note that sometimes it will not be possible for Us to provide a replacement for an item (e.g. because the item no longer exists). In these circumstances We will offer you a substitute first, or refund for the item at our own discretion.
3.4.9 If You are entitled to return Goods or cancel Your order under this clause 3.4 and We have already debited Your card, We will reimburse any sum received from You excluding the cost of the standard delivery charge if applicable, in respect of such Goods by crediting the card You paid with. Please note that We shall not be responsible for any return costs for Goods returned unless they are faulty, or otherwise permitted by these terms. Refunds can take up to 20 days to appear in your bank or credit card account. This may depend on which bank you use and where it is located. We will make any refunds within 28 days of receiving the Goods back or if we are collecting the Goods from you, within 28 days of receiving your notification to us that You wish to return the Goods.
3.4.10 If You have any problems with your purchase, or want advice on whether your items are considered liable to deteriorate or expire rapidly, we can offer help and assistance. Please contact Customer Services by emailing us on
3.4.11 Your rights under UK or your national consumer legislation and any Manufacturer Guarantees are not affected.

3.5 Stock Shortages on Popular Goods

3.5.1 We do Our best to ensure that We have availability but We do occasionally run out of some goods.

3.5.2 If an item is out of stock we will provide a suitable replacement or if not possible will provide you with alternative options.

3.6 Delivering Your Goods

3.6.1 We always aim to Deliver Your Goods within the Delivery slot We have agreed with You, but We cannot accept liability if We Deliver the Goods outside of this slot or don't Deliver all or any of the Goods in Your order. Instances where it may not be possible to deliver Your order may include (but not limited to):
•    where Our driver believes it is unsafe or impractical to approach the property
•    where Our driver believes it is unsafe to deliver due to an uncontrolled/dangerous dog
•    where Our driver cannot deliver to the property due to bad weather or traffic

3.6.2 Ownership of, and risk in, the Goods will pass to You once We have Delivered Your order. Read all information on the product label carefully including any accepted substituted products. If the delivery address stated on Your order is not the address where You live We will not be liable for any damage or detriment to the Goods caused by their onward delivery to You.
3.6.3 We can only Deliver to an address provided at point of order. We can only make a Delivery to an address within Our delivery area.
3.6.4 Our commitment is to deliver Your order to Your front door and offer to take it into Your home. There may be circumstances where this may not be possible (including but not limited to):
•    where Our driver believes they are at risk of injury;
•    where Our driver believes any stairs to Your front door are structurally unsafe;
•    where Our driver believes it is unsafe to enter the property;
•    where Our driver has not received clear permission to enter the property.
In these circumstances Your driver may ask to meet you in another location, as close as possible to your front door. If You are unable to meet Your driver in another location then Your delivery may not be completed. You will not be charged if We are unable to successfully deliver Your Goods.
3.6.5. We are an ethical retailer and are committed to upholding both our legal and social obligations as a retailer of products. To achieve this position, we have a number of control checks throughout our purchase and delivery process, for example, we will only deliver to somebody who is, in our reasonable opinion, aged 18 or over.
It is your responsibility to ensure that the person accepting delivery is over 18 and can demonstrate this to us if challenged. If we are not satisfied that the person accepting delivery is over the age of 18, then we may not hand over your delivery. If there is no one at the Delivery address who is 18 years of age or over we will do the following:

Hired Products through our platform: You will have to re-book delivery and pay a redelivery fee.

3.7 What We are Not Liable For

3.7.1 Whilst We take every care to Deliver Your order, We cannot be liable for any indirect or consequential loss or damage or loss of profits or reliance You had in having the Goods Delivered to You, arising out of Our supply or failure to supply the Goods to You.
3.7.2 Nothing in this Agreement shall in any way limit Our liability for death or personal injury resulting from Our breach of contract, tort or negligence nor limit any legal rights You have as a consumer.
3.7.3. We will not be liable for any special losses that You might suffer using, re-distributing or reselling the Goods as part of a business.
3.7.4 With the exception of faulty Goods or returns made in accordance with clause 3.4 of these terms, We shall not be liable for Goods once they have been Delivered to the delivery address stated in Your order and if You ask a third party to move, transport or deliver the Goods to any other address following Our Delivery, We shall not be liable for anything that that third party might do to the Goods.

3.8 Use of Cards

3.8.1 If You find Your card has been used without Your authority please tell Us within 24 hours of finding out. You must also tell Your card issuer within the time limits You agree in Your card scheme rules.
3.8.2 You must pay for Your order using a UK based credit or debit card.

3.9 Expiry Dates

3.9.1 The colleagues who put together Your order are carefully trained to select goods with a reasonable amount of time left on the expiry date.
3.9.2 A ‘typical life’ logo may be displayed next to some of our products to show You the typical shelf life You can expect of that product from the date of Delivery. While We try our best to give You an accurate estimate of a product’s typical shelf life, We cannot guarantee the shelf life displayed.

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