These Terms of Service regulate the relationship between Pesupanda OÜ and the customer when ordering and receiving laundry, dry-cleaning, ironing, carpet-cleaning, courier and other cleaning and textile-care services provided by Pesupanda OÜ. By handing over an item, placing an order or paying for a service, the customer confirms that they have read, understood and agreed to these terms.

1. Service Provider Details

The service provider is Pesupanda OÜ , registry code 10145900 , VAT No. EE100344080 , address Aiandi 4/1, 12915 Tallinn , telephone 600 22 66 , e-mail info@pesupanda.ee .

Pesupanda OÜ service points are located in Mustamäe at Aiandi 4/1, Tallinn and in Haabersti at Haabersti 1, Tallinn . Carpets are not accepted at the Haabersti service point.

2. General Provisions

2.1. Pesupanda OÜ provides services with professional care and uses suitable working methods, equipment and cleaning technologies for this purpose. The purpose of the service is to achieve the best possible cleaning result; however, Pesupanda OÜ cannot guarantee that all stains, odours, colour changes, signs of wear or other defects will be fully removed from the item.

2.2. An item brought in for cleaning or care is a used item. After the service has been provided, the customer receives a cleaned or cared-for used item, not a new item. Every washing, cleaning, drying, ironing, steaming or other textile-care procedure affects the item and may reveal hidden defects in the item or cause natural wear and tear.

2.3. These terms are the standard terms of Pesupanda OÜ. If the customer and Pesupanda OÜ agree separately in writing on a specific matter, the separate agreement shall prevail in the event of conflict.

2.4. Pesupanda OÜ has the right to amend these terms. Amendments will be published on the Pesupanda OÜ website and will apply to new orders from the date of publication, unless a later effective date is stated in the amendments. Orders already accepted shall be governed by the terms in force at the time the order was accepted, unless the parties agree otherwise.

3. Acceptance of Orders and Conclusion of Contract

3.1. A contract between the customer and Pesupanda OÜ is deemed concluded from the moment Pesupanda OÜ accepts the item for the provision of the service, confirms the order, issues an order number or receipt, or begins providing the service ordered by the customer.

3.2. Pesupanda OÜ has the right to refuse to accept an item or provide a service if the condition of the item, its material, the absence of care instructions, prior damage, heavy soiling, a hazardous substance, a technological risk or any other circumstance makes the provision of the service unreasonably risky, technically impossible or contrary to the purpose of the service.

3.3. A Pesupanda OÜ employee visually inspects the item upon acceptance. If visible characteristics, damage or risks can be identified upon acceptance, Pesupanda OÜ will, where possible, draw the customer’s attention to these circumstances. A visual inspection does not mean that all hidden defects, material characteristics or consequences of prior use and treatment can be identified.

3.4. To collect a cleaned or cared-for item, the customer must present a receipt, order number or other proof accepted by Pesupanda OÜ. The customer is responsible for keeping the receipt or order number safe and confidential.

3.5. Pesupanda OÜ is not required to verify whether the person presenting the receipt or order number is the actual owner or a person entitled to collect the item, unless Pesupanda OÜ has reasonable grounds to doubt this.

3.6. If the customer wishes to use the service anonymously, the customer understands that later proof of matters relating to complaints, ownership or compensation may be significantly more difficult than in a situation where the customer provides Pesupanda OÜ with their name and contact details.

4. Customer’s Obligations

4.1. Before handing over an item, the customer must provide Pesupanda OÜ with true and as complete as possible information about the item’s material, history of use, previous cleaning or treatment, the circumstances in which stains occurred, hidden damage, loose details, special value and any other circumstances that may affect the result of the service or the safe cleaning of the item.

4.2. Before handing over an item, the customer must empty the pockets and, where possible, remove items, additions or details that do not belong to the item being cleaned or that may be damaged during cleaning, damage the item being cleaned, damage other customers’ items or damage Pesupanda OÜ equipment.

4.3. Before the service is provided, the customer must notify Pesupanda OÜ if the item is more expensive than usual, has special sentimental value, or if the value of the item exceeds 500 euros. In such a case, Pesupanda OÜ may make a separate decision on accepting the item, offer a special price or refuse to provide the service.

4.4. If the customer does not notify Pesupanda OÜ before handing over the item that the value of the item exceeds 500 euros, any possible amount of damage will be assessed on the basis of the usual used market value of similar mid-range items, taking into account the age, wear, condition and proven purchase or market value of the item.

4.5. The customer undertakes to pay for the ordered service according to the price list, the agreed price or the quotation confirmed by Pesupanda OÜ before the work begins. If the customer requests a change to the service, additional special treatment or a special service, Pesupanda OÜ may charge an additional fee for this.

5. Service Timeframe and Customer Notification

5.1. The service timeframe depends on the type of service, the characteristics of the item, the volume of work, seasonality and the technological process. If the completion timeframe of the order is extended, Pesupanda OÜ will notify the customer within a reasonable time using the contact details provided by the customer.

5.2. Pesupanda OÜ is not responsible for any delay in notification or failure of a notification to arrive if this is caused by incorrect contact details provided by the customer, a failure of the communications operator or another circumstance beyond the control of Pesupanda OÜ.

6. Prices, Special Prices and Special Treatment

6.1. The prices of Pesupanda OÜ services are published in the price list or agreed separately with the customer. The price-list price assumes ordinary care for an item in ordinary condition.

6.2. If, upon acceptance of the item or during the work, it becomes apparent that the item requires more extensive special treatment than usual, for example due to heavy soiling, difficult stains, odour, animal or mould residue, special material or another reason, Pesupanda OÜ has the right to offer a special-treatment fee. The amount of the special-treatment fee will be confirmed with the customer before the relevant special work begins, where this is reasonably possible.

6.3. If the customer does not agree to the special-treatment fee or the risks associated with special treatment, Pesupanda OÜ has the right not to perform the special treatment or to refuse to clean the item.

6.4. During special treatment, the colour, surface, odour, shape or structure of the item may change. Pesupanda OÜ will explain the usual risks of special treatment to the customer to the extent that they can reasonably be identified before the work begins.

7. Laundry Washing and Laundry by Weight

7.1. In the case of laundry by weight, the laundry is weighed upon acceptance or before work begins.

7.2. Where possible, the customer must sort laundry by weight according to colour, material and washing temperature and notify Pesupanda OÜ of items that may bleed colour, require separate washing or require special care according to the manufacturer. If the customer does not know how to sort the laundry, the customer must inform the service employee, and Pesupanda OÜ will, where possible, help choose a suitable service.

7.3. When unsorted laundry is washed, Pesupanda OÜ cannot exclude the effect of colour-bleeding or materially unsuitable items on other items in the same order. Pesupanda OÜ is not liable for damage to the extent that the damage is caused by an item that the customer left unsorted, incorrectly marked or colour-bleeding, or by incorrect information provided by the customer.

8. Special Conditions on Liability and Risks

8.1. Pesupanda OÜ is liable for breach of its obligations to the extent provided by law. No provision of these terms excludes or limits Pesupanda OÜ’s liability for intentional breach, gross negligence, harm to a consumer’s health or any other liability to the extent that exclusion or limitation of liability is not permitted by law.

8.2. Pesupanda OÜ is not liable for a defect, damage or unsatisfactory result to the extent that it was caused by an act or omission of the customer, incorrect or incomplete information provided by the customer, incorrect or missing manufacturer’s care instructions, hidden characteristics of the item, natural wear and tear of the item, prior cleaning or treatment, preliminary work performed by a third party or another circumstance the risk of which is borne by the customer.

8.3. If care instructions are missing, illegible, removed, destroyed or contradictory, the service is provided at increased risk to the customer. In such a case, it is not always possible to guarantee the correct reaction of the material to cleaning or the achievement of the desired result.

8.4. If the manufacturer’s care instructions are incorrect or the item does not tolerate the care method permitted by the manufacturer, Pesupanda OÜ is not liable for resulting damage if Pesupanda OÜ has followed the care instructions and acted with professional care.

8.5. Previous stain removal, washing, cleaning, ironing, drying, dyeing, impregnation, gluing, repair or other treatment may affect the item’s reaction to cleaning. As it is often not possible to determine the substances, extent and effect of previous treatment, the item may remain uncleaned, be damaged or become unusable.

8.6. In the case of buttons, press studs, zippers, zipper pulls, buckles, rivets, stones, sequins, beads, glued, sewn, embroidered or ironed-on decorations and other details, Pesupanda OÜ is not always able to assess their degree of wear, fastening strength, chemical composition or resistance to the cleaning process. Such details may be damaged, detach, change colour or become unusable during cleaning.

8.7. Pesupanda OÜ is not liable for items left in pockets, between linings, inside bags or in any other hidden place, nor for damage caused by them to the item being cleaned. The customer is obliged to remove all extraneous items before cleaning. If leaving extraneous items in pockets, between linings, inside bags or in any other hidden place is intentional and causes damage to other customers’ items, equipment or Pesupanda OÜ, Pesupanda OÜ has the right to claim compensation from the customer for the damage caused.

8.8. Items involving special risk may include, among others, carpets, leather, fur, blankets, pillows, mattress covers, bedspreads, wedding dresses, formal dresses, curtains, items with glued details, membrane and impregnated products, down- and wadding-filled items, and items whose material or construction does not allow the cleaning result to be reliably predicted. For such items, Pesupanda OÜ may request separate confirmation from the customer that the customer understands the risks before providing the service.

9. Carpets and Large Items

9.1. The carpet-cleaning terms are set out separately here: carpet cleaning.

9.2. For large items, carpets, curtains, blankets, pillows and other special items, the order timeframe may be longer than usual. Pesupanda OÜ will notify the customer of any extension of the timeframe within a reasonable time if the extension becomes apparent after the order has been accepted.

9.3. Carpets are accepted at the service point designated by Pesupanda OÜ or via an agreed courier service. Carpets are not accepted at the Haabersti service point.

10. Collection and Storage of Items

10.1. The customer must collect the item at the agreed collection time or within a reasonable time. The customer is advised to inspect the item upon collection and, in the event of visible defects, to immediately draw the service employee’s attention to them.

10.2. Finished items are stored free of charge for up to 30 days from the agreed collection time. After the free storage period has ended, Pesupanda OÜ has the right to charge a storage fee of 1 euro per day per order .

10.3. If the customer does not collect the cleaned items within 3 months, Pesupanda OÜ has the right to destroy the cleaned items or donate them for charitable purposes. Destruction or donation of the items does not release the customer from the debt that arose in connection with the provision of the service.

11. Submission and Resolution of Complaints

11.1. The customer is advised to inspect the returned item immediately upon collection. Visible defects, mix-ups or damage should, where possible, be reported immediately on site, as in the case of later visible defects it may be more difficult to prove that the defect occurred before the item was handed over to the customer.

11.2. A consumer customer must notify Pesupanda OÜ of non-conformity of the service with the contract terms within the period provided by law, generally within two months after the customer became or should have become aware of the defect. A customer acting in economic or professional activity must notify the defect within a reasonable time and describe the defect sufficiently precisely.

11.3. A complaint may be submitted in writing at a service point or by e-mail to info@pesupanda.ee. The complaint must state the customer’s name and contact details, the order number or receipt details, a description of the item, a description of the defect, the time when the defect was discovered and, where possible, photographs and documents proving the purchase or value.

11.4. Before the complaint is resolved, the customer must not use, wash, clean, repair, alter or otherwise modify the item that is the subject of the complaint if this may hinder the identification of the cause of the defect. If the customer modifies the item before the complaint is resolved, this may make it more difficult or impossible to identify the cause of the defect.

11.5. Pesupanda OÜ will review the complaint within a reasonable time and may ask the customer to present the item for inspection. If necessary, the parties may use the opinion of an independent expert. The bearing of expert-assessment costs will be resolved by agreement between the parties or in accordance with law.

11.6. If the complaint is justified, Pesupanda OÜ may offer a solution permitted by law and appropriate to the specific situation, including a repeat service, remedying of the defect, price reduction, refund of the service fee or compensation for damage. The solution is selected on the basis of the circumstances, the nature of the defect, the condition of the item, the price of the service, the value of the item and rights arising from law.

11.7. If the defect results from incorrect information provided by the customer, missing or incorrect care instructions, hidden characteristics of the item, natural wear and tear, previous treatment or another circumstance within the customer’s risk, the complaint is not justified to the extent that Pesupanda OÜ has not breached its obligations.

12. Compensation for Damage

12.1. Compensation for damage is based on the principles provided by law. Only damage that has a causal connection with a breach for which Pesupanda OÜ is liable and the compensation of which is permitted by law will be compensated.

12.2. In the event of damage to, destruction of or loss of an item, the value of the item is assessed according to its actual value immediately before the provision of the service, taking into account the age, wear, condition, purchase price, market value of used items, care history, evidence submitted by the customer and other relevant circumstances. As a rule, the price of a new similar item is not used as the basis if the damaged item was used. The usual depreciation of textiles is 30% per year.

12.3. Pesupanda OÜ does not compensate lost profit, indirect damage, emotional value, personal sentimental value or damage that Pesupanda OÜ did not foresee and could not reasonably have been expected to foresee at the time of concluding the contract.

12.4. If the customer has provided false information in a complaint regarding the origin and value of the item, Pesupanda OÜ will cease handling the complaint and may file a report with the police regarding fraud.

13. Personal Data, Call Recordings and Video Surveillance

13.1. The customer provides their data voluntarily for the purposes of providing the service, managing the order, communicating with the customer, returning the item, resolving complaints and fulfilling the rights and obligations of Pesupanda OÜ arising from law.

13.2. Pesupanda OÜ does not disclose the customer’s personal data to third parties for any purpose other than the provision of the service, fulfilment of an obligation arising from law, with the customer’s consent or on the basis of Pesupanda OÜ’s legitimate interest to the extent that this is in accordance with applicable data-protection requirements.

13.3. During fulfilment of the order, the customer’s item may move to washing, cleaning, repair or another work process under an order number in order to limit the visibility of the customer’s personal data in the work process.

13.4. Pesupanda OÜ may use video surveillance and, where necessary, audio recording in its service premises for the protection of property, customers and employees, ensuring service security, proving declarations of intent and transaction terms, and resolving disputes. Only authorised persons have access to recordings. Older recordings are overwritten automatically.

13.5. For the purposes of ensuring service quality, clarifying orders, resolving disputes and training employees, Pesupanda OÜ may temporarily record telephone calls. Call recordings are used only for the purpose for which they were made and are retained for as short a time as is necessary to achieve the relevant purpose.

14. Service Language and Communication

14.1. Pesupanda OÜ provides service in Estonian. Service in other languages may be possible, but this is not considered an obligation of Pesupanda OÜ unless the parties have separately agreed otherwise in a specific case.

14.2. Pesupanda OÜ responds to enquiries and complaints in Estonian. If the customer wishes to use documents or responses in another language, the customer will arrange the translation at their own expense, unless the parties agree otherwise.

15. Dispute Resolution

15.1. Pesupanda OÜ and the customer will first attempt to resolve all disagreements arising from the provision of the service through negotiations, in good faith and in accordance with the principle of reasonableness.

15.2. If a consumer customer and Pesupanda OÜ do not reach an agreement in a dispute, the consumer has the right to contact the Consumer Disputes Committee operating at the Consumer Protection and Technical Regulatory Authority or to use other remedies provided by law.

15.3. If a dispute is not resolved by agreement or in competent out-of-court proceedings, the dispute will be resolved under Estonian law in an Estonian court, unless otherwise provided by law.

16. Validity of the Terms

16.1. These terms are valid from the date of their publication on the Pesupanda OÜ website or from another date stated by Pesupanda OÜ.

16.2. If any provision of these terms proves to be void, invalid or unenforceable, this will not affect the validity of the remaining terms. In such a case, the provision that is void, invalid or unenforceable will be replaced by the provision provided by law or by a provision that is economically and legally as close as possible to the original purpose and is in accordance with law.

Valid from the date 10.06.2026

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