Terms &Conditions

Customer consent

By handing items to Choayo, at a hub or through pickup and delivery, the Customer confirms they have read, understood and agreed to these Terms and Conditions, including the provisions for premium wardrobe care and any future changes.

Condition on receipt

All items are recorded and processed according to their actual condition when received, based on the visual inspection by counter staff or the driver. Choayo is not responsible for conditions that existed before receipt, including but not limited to:

• Old or oxidised stains
• Thinning, fragile or brittle fibres
• Colours already faded or bled
• Weak stitching, loose buttons or faulty zips
• Cracked or damaged accessories (ornaments, beads, embellishments)

Special notes and care labels

For premium wardrobe and personalised care, the special notes recorded at receipt are the primary reference for the care process and for evaluating any complaint. Items without a care label, or with an unclear one, are processed to Choayo’s professional standard at the Customer’s agreed risk.

Process and responsibility

Choayo carries out every process to professional standards and best practice for premium wardrobes. Where damage is proven to be caused directly by Choayo’s negligence, compensation is up to 10 (ten) times the cleaning fee of the item, considering the item’s estimated age, purchase information (if provided), reasonable wear, and whether its primary function remains usable.

Choayo does not compensate based on purchase price or market value unless agreed in writing beforehand. For high-value, rare or couture items, Customers are advised to inform us in writing at receipt for special handling.

Minor changes considered normal

The following are not considered Choayo’s negligence:

• Slight change in fabric texture after washing
• Minor shrinkage according to the fabric
• Light creasing after processing
• Natural change in sheen on certain materials
• Release of fine fibres (light pilling)

High-risk items

Items categorised as high risk (extremely fragile or sensitive materials, unstable colours, extreme fabric structures, or old items with material degradation) are identified to the Customer at receipt. By approving their cleaning, the Customer agrees that any resulting damage is not Choayo’s responsibility, provided it was communicated and recorded at receipt.

Wash guarantee

The wash guarantee is valid for 6 (six) hours after items are collected by the Customer or received through delivery. The Customer must check items on receipt; complaints after 6 hours fall outside the guarantee and cannot be processed.

Storage of completed items

Completed items are stored free of charge for up to 45 (forty-five) calendar days. Beyond that, storage continues only with the Customer’s consent, at 10% of the total transaction value per month.

Items not collected within 45 calendar days of completion, without consent to paid storage, are the Customer’s responsibility. Choayo is not responsible for damage, loss or deterioration after this period.

Changes and governing law

Choayo may amend these Terms and Conditions at any time; the latest version applies. These Terms are governed by the laws of the Republic of Indonesia.