Terms & Conditions

1. Acceptance of Terms

By accessing and using the services provided by Iztri Services Pvt. Ltd. through the Site & App, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. These Terms also include our Privacy Policy and any guidelines or supplemental terms issued from time to time. If you do not agree with any part of these terms, you must not use our services.

2. Services

(a) Iztri provides steam ironing, dry cleaning, bag care, and shoe care services, including doorstep pickup and delivery, via the Site & App.

(b) Services include standard and express delivery options. While we strive for a 24-hour turnaround, delays due to logistics or external circumstances may occur.

(c) The Site & App is intended solely for personal use within India unless explicitly agreed otherwise.

(d) Communication regarding orders, confirmations, promotions, or service-related updates may be sent via SMS, telephone calls, voice calls, VOIP calls, WhatsApp, RCS, push notifications, email, or in-app notifications. Opting out of certain communications may impact service delivery.

(e) Users may be required to verify their identity for select transactions.

(f) Iztri Wallet and Credits: Promotional wallet credits may be offered and redeemed per applicable terms. Wallet credits are not transferable or redeemable for cash. Credits may be withdrawn or expire at Iztri's discretion. Misuse or fraudulent redemption of credits may lead to account suspension.

3. Use of Services

You agree to use our services only for lawful purposes and in accordance with these terms. You must not use our services in any way that violates any applicable local, state, national, or international law or regulation. We reserve the right to suspend or terminate your access to our services if you do not comply with our terms or policies.

4. Account Creation

(a) Users must register on the Site & App using a valid mobile number. Only individuals above 18 years of age may create accounts.

(b) You must ensure all account information remains accurate and updated.

(c) You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify Iztri Services Pvt. Ltd. immediately of any unauthorised use of your account. Iztri Services Pvt. Ltd. shall not be liable for any loss or damage arising from your failure to protect your account information.

(d) You consent to receive communications from Iztri related to orders, payments, promotions, and service updates.

5. Bookings

(a) You may schedule pickup and delivery slots based on availability. Deliveries will be attempted within 24 hours of order booking. Unforeseen circumstances may cause delays; we will keep you informed of updated slots.

(b) Booking confirmation will be provided via app notification, SMS, or email.

(c) Orders can be cancelled or rescheduled before pickup. Post-pickup cancellations are not permitted. In the event of order cancellation upon the delivery executive's arrival at the customer's location, a penalty charge of Rs 30 will be levied on the next order.

(d) If a pickup is missed, rescheduling may be subject to additional charges.

(e) The number of garments serviced will be verified by an Iztri delivery executive and will reflect in the order status.

(f) If garments are not collected within 7 days from the date of scheduled delivery, Iztri will not be responsible for their upkeep.

(g) Customers are requested to examine and count the garments at the time of delivery and inform Iztri support in case of any discrepancies.

6. Pricing, Fees, and Payment Terms

(a) Pricing is available within the App and may be revised periodically; prices may vary by area.

(b) Express service incurs a surcharge over standard pricing.

(c) The final bill is based on garment inspection at the warehouse; discrepancies may alter the original estimate.

(d) Users must complete payment before or at the time of delivery. Accepted methods include UPI, wallet, credit/debit cards, and cash (if enabled).

(e) All charges are inclusive of taxes unless specified otherwise.

(f) Wallet credits can be used for partial or full payment.

(g) Payments are processed via secure third-party gateways. Iztri is not liable for gateway-related issues.

7. Garment Handling and Liability

(a) Garments are steam ironed by trained personnel using industry-standard practices.

(b) Users must indicate special care requirements at pickup.

(c) Iztri will not be liable for:

• Damage caused by pre-existing defects
• Loss of accessories (e.g., buttons, sequins)
• Colour bleeding or shrinkage
• Colour fastness, colour running, shrinkage, or damage to embellishments or embroidery work during the ironing process
• Any loss or damage to clothes arising due to fire, burglary, etc.

(d) In case of loss or irreparable damage, liability is limited to 5x the ironing charge or INR 1000 per item, whichever is lower. In exceptional cases, Iztri may refund up to 70% of the cost of the clothes upon thorough inspection with valid proofs.

Refunds for damages, where applicable, are processed within 7–10 business days after inspection and approval.

8. Customer Conduct

(a) Users must behave respectfully with pickup/delivery staff.

(b) Abusive, fraudulent, or unsafe behaviour may lead to service denial or account suspension.

(c) Soliciting Iztri staff for independent services is prohibited and may lead to account termination.

9. Intellectual Property

All content on the Site & App, including but not limited to text, graphics, logos, icons, images, audio clips, and software, is the property of Iztri Services Pvt. Ltd. or its licensed partners and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on the Site & App without prior written consent from Iztri Services Pvt. Ltd.

10. Data Privacy, Communications, and User Consent

(a) By using the Site & App, you consent to the collection and use of your personal data per our Privacy Policy.

(b) Data may be used for analytics, service enhancement, promotional communication, and legal compliance.

(c) By creating an account on the Site & App, You expressly consent to receive communications from Iztri Services Pvt. Ltd., its affiliates, and third parties duly authorised by Iztri, by way of SMS, telephone calls, voice calls, VOIP calls, messaging applications such as WhatsApp, Rich Communication Services (RCS), push notifications, in-app notifications, and email, on Your registered mobile number and email address.

(d) Such communications may include, but are not limited to, order confirmations, pickup and delivery updates, payment receipts, account notifications, customer support responses, service updates, surveys, promotional offers, and marketing communications.

(e) You expressly acknowledge and agree that this consent overrides any registration You may have made under the National Customer Preference Register (NCPR) or any "Do Not Disturb" (DND) facility, and Iztri may contact You for the purposes described herein regardless of such registration, in accordance with applicable regulations including the Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR-2018).

(f) You may opt out of receiving promotional or marketing communications at any time by writing to hello@iztri.com or via the account settings within the App. However, You will continue to receive transactional, administrative, and service-related communications necessary for the performance of Services availed by You; such communications cannot be opted out of for so long as You hold an active account.

(g) You expressly consent to the monitoring and recording of voice calls between You and Iztri (including its support agents and delivery executives) for the purposes of quality assurance, training, dispute resolution, and regulatory compliance.

(h) You may withdraw the consent provided under this Section at any time by deleting Your account; withdrawal of consent may, however, impact Our ability to deliver Services to You.

11. Termination

(a) Users may delete their accounts anytime via the Site & App or by contacting support.

(b) Iztri reserves the right to suspend or terminate accounts for violation of these Terms.

12. Disclaimers

(a) Services are provided "as is" without warranties of any kind.

(b) Iztri is not responsible for events beyond reasonable control, including service delays or acts of God.

(c) We strive for accuracy in pricing and timelines but do not guarantee uninterrupted or error-free services.

13. Limitation of Liability

To the fullest extent permitted by applicable law, Iztri Services Pvt. Ltd. shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or goodwill, arising out of or in connection with your use of our services. Iztri's maximum liability in connection with any order shall not exceed the total amount paid by the user for that order.

14. Governing Law and Dispute Resolution

These Terms of Service shall be governed by and construed in accordance with the laws of India. Any dispute arising from these Terms shall be subject to binding arbitration in Bangalore, in accordance with the Arbitration and Conciliation Act, 1996, and the exclusive jurisdiction of the courts in Bangalore, Karnataka.

15. Grievance Redressal

In accordance with the Information Technology Act, 2000, the rules made thereunder, the Digital Personal Data Protection Act, 2023, and the Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR-2018), the details of our Grievance Officer are provided below. For complaints or queries, including those concerning communications, DND, or personal data, please contact:

• Name: Dhanush Anand
• Designation: Grievance Officer
• Email: hello@iztri.com
• Phone: +91 82176 04194
• Address: Iztri Services Pvt. Ltd., Top Floor, Aishwarya Arcade, Muthuraya Swamy Layout, Visveswarayya Road, Arekere, Bangalore, Karnataka, 560076
• Hours: 9 AM – 8 PM, Monday to Sunday

The Grievance Officer shall acknowledge receipt of any grievance within forty-eight (48) hours and endeavour to resolve the grievance within fifteen (15) days from the date of receipt, as required under applicable law.

16. Changes to Terms

Iztri Services Pvt. Ltd. reserves the right to modify these Terms of Service at any time. Any changes will be effective immediately upon posting to the Site & App. Your continued use of the services after any modifications constitutes your acceptance of the revised terms.

17. Miscellaneous

(a) If any provision of these Terms is deemed invalid, the remaining Terms shall remain in effect.

(b) You may not assign your account without written consent from Iztri Services Pvt. Ltd.

(c) Force majeure events (e.g., natural disasters, strikes) release Iztri from liability during the affected period.