Terms of Use
1. AGREEMENT
Dear Customer,
Thanks for using KnocKnocK, a mobile application developed by KnocKnocK Technologies Asia Pte. Ltd. (The "Company"). The following terms and conditions (these "Terms of Use") govern your access to, and use of, the KnocKnocK mobile application, including any services, content, and functionality offered on or through the KnocKnocK mobile application (The "App"). Please read the following Terms of Use carefully before using the App. You understand that by using the App, you are accepting and agreeing to these Terms of Use and our Privacy Policy. Please do not use the App if you do not agree with these Terms of Use. We reserve the right to change these Terms of Use at any time in our sole discretion and without notice. All changes are effective immediately when we post them. Your continued use of the App after we have posted changes to these Terms of Use means that you agree to be bound and abide by the changes, so please check the Terms of Use regularly for any changes.
1.1 USER AGREEMENT.
In order to access the Service, you will be required to register for a KnocKnocK account (an "Account"). You may register for an Account by allowing us to access your name and other profile information through existing accounts you may have on the social networking website Facebook (the "FB Website", and your FB Website profile, the "FB Website Profile"). You agree to: (a) provide true, accurate, current and complete information about yourself when registering for an Account, including any credit card information (your "Credit Card") as applicable; (b) maintain and promptly update your Account to keep it true, accurate, current and complete; (c) review the fees (accessible at http://www.KnocKnocKapp.com)(the "Fees") to be charged for Your use of the Services; and (d) authorize KnocKnocK and its affiliates to charge your debit/credit card for any and all Fees incurred by you for your use of the services. If you provide any information that is untrue, inaccurate, not current or incomplete, or KnocKnocK has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, KnocKnocK has the right to suspend or terminate your Account and refuse any and all current or future use of the services (or any portion thereof).
1.2 USER REPRESENTATIONS.
You represent and warrant to KnocKnocK that you will (a) maintain the security of your user identification, password and other confidential information relating to your Account; (b) maintain the security, confidentiality and integrity of all messages and the content that you receive, transmit through or store on the Service; (c) maintain all charges resulting from the use of your Account, including but not limited to, unauthorized use of your Account prior to you notifying KnocKnocK in writing of such use and taking steps to prevent its further occurrence by changing your password; (d) comply with the Terms set forth herein; and (e) comply with all applicable Singapore and international laws, statutes, ordinances, rules, regulations, contracts and applicable licenses regarding your use of the Services or Site.
You further represent and warrant that (i) you are over the age of Eighteen (18) and have the power, authority or consent to enter into and perform your obligations under the Agreement; (ii) all information provided by you to KnocKnocK, including Credit Card information, is truthful, accurate and complete; (iii) you are authorized, or have the permission of the authorized signatory of the Credit Card or charge card provided to KnocKnocK, to pay any Fees incurred from use of the Services; (iv) you shall comply with all terms and conditions of this Agreement; (v) you have provided and will provide accurate and complete registration information, including, without limitation, your legal name, address and telephone number; and (vi) each time you upload Submitted Content (as defined herein) on the Site or through the Service, you own or otherwise control the rights or have the necessary consents to upload or post such Submitted Content and to enable inclusion and use of the Submitted Content in the manner contemplated by the Site.
1.3 USER'S RESTRICTIONS.
You are not permitted, directly or indirectly, to (i) engage in any acts inconsistent with the principles of copyright protection and fair use without obtaining the express written consent of KnocKnocK and/or the copyright owner; or (ii) distribute, display rent, lease, transfer or otherwise transfer rights to, or in any way exploit, the Content or any Submitted Content, in whole or in part; or (iii) remove any proprietary notices or labels on the Content or any Submitted Content.
1.4 WAIVER AND RELEASE.
You agree that neither KnocKnocK nor its officers, directors, employees, agents, licensors or suppliers shall have any liability to you under any theory of liability or indemnity in connection with your use of the site, the app, the service, or the content. You specifically acknowledge that KnocKnocK shall not be liable for submitted content or the defamatory, offensive, or illegal conduct of any third party and that the risk of harm or damage from the foregoing rests entirely with you. You hereby release and forever waive any and all claims you may have against KnocKnocK, its officers, directors, employees, agents, licensors or suppliers (including but not limited to claims based upon the negligence of KnocKnocK, its officers, directors, employees, agents, licensors or suppliers) for losses or damages you sustain in connection with your use of the site, the app, the service, or the content.
2 LIABILITY LIMITATION
Notwithstanding the foregoing paragraph KnocKnocK will not be liable under any theory of law, for any indirect, incidental, punitive or consequential damages, including, but not limited to, loss of profits, business interruption, loss of information or data or costs of replacement goods, arising out of the use or inability to use the site, the app or resulting from use of or reliance on the information presented, even if KnocKnocK may have been advised of the possibility of such damages. The site and the app are controlled and offered by KnocKnocK from its facilities in Singapore and Hong Kong. KnocKnocK makes no representations that the site is appropriate or available for use in other locations. Those who access or use the site or app from other jurisdictions do so at their own volition and are responsible for compliance with local law. We limit our liability (including misplaced or damaged items) on all sales (including future sales, if any) to the lesser of 10 times the dry cleaning cost or depreciated value of the item being cleaned. If you believe that the value of your item exceeds 10 times the dry cleaning charge please declare the value, in which case the cleaning charge will be increased to 1/10th of the declared value of the item.
2.1 DAMAGED ITEMS.
Taking care of your garments is our number one priority and we strive to provide exceptional service. While we treat all garments with extreme care, we cannot guarantee against colour loss, bleeding or shrinkage of garments. In addition, we will not be responsible for: a) normal wear and tear, ironing mark due to repeated ironing efforts, etc.; b) any kind of damage caused by by Load Wash (including but not limited to color run, tear, etc.) to items such as curtain, sofa cover, shirt, blouse, dress, suit, jacket, etc. c) any deteriorated or flawed garments, which could result in small holes or tears. For any items deemed damaged, KnocKnocK may reimburse you by paying up to ten (10) times the charge for cleaning the item and the compensation should be capped at $200 per order whichever is lower regardless of brand, price or condition of the garment, as per the International Fair Claims Guide for Consumer Textile Products. As we can only compensate or reimburse you through wire transfer, we do not provide you other refund services such as buying alternative items. Therefore, it is essential that you email us your bank account number, as well as your proof of purchase receipt to [email protected]. Any damaged items must be reported to [email protected] within two (2) days upon delivery and inspected by KnocKnocK through digital photos or in-person. After compensation made to the customer, KnocKnocK reserves the right to keep the claimed damaged items.
2.2 LOST ITEMS.
Please check and confirm the number of the items at the time of delivery of the garments. Any lost item must be reported immediately to our worker or [email protected]. All claims are reviewed on a case-by-case basis. Items are considered lost Thirty (30) days after the initial claim has been made. Any reimbursement for a dry-cleaned item deemed lost by KnocKnocK, in accordance with the International Fair Claims Guide for Consumer Textile Products, shall be limited to ten (10) times the charge for treating the garment and be capped at $200 per order whichever is lower. Any wash and fold item deemed lost shall be evaluated on a case-by-case basis, but in any case reimbursement for lost wash and fold item shall not exceed five (5) times the price of the weight of the wash and fold load. KnocKnocK shall not take responsibility for any loose items lost when submitted in a KnocKnocK bag, such as watches, jewellery,detachable belts or cufflinks.
2.3 COMPENSATION
Compensation will only be made in the form of a bank transfer made by the company, the amount of which is based on the International Fair Claims Guide for Consumer Textile Products and shall be limited to ten (10) times the charge for treating the garment and be capped at $200 per order whichever is lower. The company will, however, compensate the account holder for loss or damage due to load wash service (wash by per kilogram) on a case-by-case basis.Even after the compensation, if items are located, the items might be returned back to you the deemed lost items on the conditions that: We will waive off the total laundry charge and logistic charges but you shall refund the difference between the total compensation amount and total laundry charge. e.g. if total compensation is at $200 and the total order charge is at $55.00, if the items are located after the compensation and we may deliver back to you on the conditions that we received from you the refund payment of $145.00 = $200.00-$55.00.
2.4 LOSS DUE TO FIRE OR ANY DAMAGE FOR WHICH WE ACCEPT LIABILITY
In the event of loss by fire, any other loss or damage to article for which we may accept liability, without prejudice, such liability SHALL NOT EXCEED ten (10) times the rates charged for cleaning the article, as per the International Fair Claims Guide for Consumer Textile Products and be capped at $200 per order whichever is lower, provided that the claim is made within twenty-four (24) hours after receiving the article and the original tax invoice/contract must be presented.
2.5 LOOSE ITEMS
Although we try our best to track such items, we are not responsible for loose items such as jewellery, watches, cash, detachable buttons and belts, cufflinks, etc. We request that customers empty pockets prior to leaving items with us as we cannot be held responsible for damage to your garments from items left in pockets (Lipstick, Gum, Pens, etc.).
2.6 UNCLAIMED ORDERS
Articles unclaimed within one (1) month from the date of the bill shall be donated to charity. We may attempt to contact you in order to remind and notify you that your property is being scheduled for donation, but we do not guarantee that this will be done, nor that our attempts to contact you will be successful.
2.7 Carpets & Drapery curtain release
Carpets & Draperies and curtains frequently develop tender areas while hanging as a result of heat, sunlight, humidity and air pollution. Consequently, despite utmost care exercised in our cleaning process, stains, holes or tears in the fabric may occur. Faded areas may not be apparent because of doll converge. Progressive shrinkage may occur because of the inherent nature of the fabric or because it was not completely preshrunk. For these reasons, we accept your carpets, draperies and/or curtains for curtains for cleaning subject to your no-fault agreement. By placing carpets, drapery curtain cleaning order with KnocKnocK, you have read the above and agree to hold KnocKnocK blameless in event any of the following conditions become evident or occur in cleaning my carpets, draperies and / or curtains: sun fade, color loss due to non-fast colors, stains, holes or tears due to fabric degradation, shrinkage.
3. CHANGES TO YOUR ORDER
3.1 CHANGING AN ORDER
You may make a change to an order four hours before the collection time set out in our acceptance of your order by calling our Customer Care Helpline. However, a S$10 fee is imposed on every change made.
3.2 ORDER TO BE CHANGED BY KNOCKNOCK
With your consent and at our discretion, We may make a change to your order as an alternative to cancelling it in the circumstances below:
KnocKnocK reserves the right, at its discretion, to amend, change, modify, add, or remove portions of your order, including but not limited to the ICA Division (quality check) and Logistics (pick up and delivery time).
3.2.1 Time Window.
We will come anytime during our confirmed time window (within four hours time frame), so kindly ensure that you are available for the pick-up and/or drop-off appointment within the time window. If we tried to pick-up and/or drop off within the time window but failed, that is because we cannot get in touch with you with reasonable attempts, or you are not available during such time window. We reserve the right to change the status of your appointment to "pick-up failed" or "drop-off failed", and hence you may need to re-schedule your pick-up or drop-off to another available time slot. We are also not obliged to meet the time window following a failed pick-up or a drop-off, except in some cases, where we will scrutinise them on a case by case basis.
4. CANCELLING YOUR ORDER
4.1 TIME PERIOD
You may cancel your order at any time up to four (4) hours before the collection time set out in our confirmation of acceptance of your order via the App. Any rescheduling of orders will need to be confirmed by calling our service centre or drop us an email at [email protected];
4.2 RIGHTS OF CANCELLATION
You acknowledge that once an Item has been collected from you, we have begun to provide the Services to you and that any rights of cancellation you may have under the any regulations or equivalent law will be lost.
4.3 CHARGES FOR CANCELLATION
If you have agreed and confirmed to the pricing and service terms (via phone call, SMS, Whatsapp, email, KnocKnocK App or our online order system) but decide to cancel your order(s) within four (4) hours before the start of the time window (e.g., if your order was scheduled at 9am-11am, but you decide to cancel your order at around 5am), KnocKnocK reserves the right to charge you $10 to cover the operation cost. After we have collected your Item(s), if you would like to cancel the order, we reserve the right to charge you $10 per single trip for a normal order (order value less than $50), and impose a surcharge of up to 20% of the total order value for bulky items such as curtains, carpets, etc.
4.4 NON-REFUNDABLE SERVICES
You acknowledge that once an Item has been cleaned or service tasks have been done, such as taking down and/or rehanging curtains, all related service charges are not refundable. You also acknowledge that once an Item has been cleaned all related service charges are not refundable.
5. PRICE AND PAYMENT
5.1 PRICE LIST
The price of the services are set out in our price list available in the App or at www.KnocKnocKapp.com, and will be the price in force at the time you place your order. Our prices may change at any time, but price changes will not affect payments made for orders that we have confirmed.
KnocKnocK reserves the right, at its discretion, to amend, change, modify, add, or remove portions of your order, including but not limited to the ICA Division (quality check) and Logistics (pick up and delivery time).
5.2 PAYMENT
Payment is due when we have completed the Services. Even if we cannot deliver the item(s) to you due to your liability, we will obtain payment for our services rendered to you via the debit or credit card registered to your order. If for any reason we are unable to obtain our payment, you will become liable to us for the sum due plus interest at the rate of 3% a year above the local base lending rate from time to time. Interest will accrue on a daily basis from the due date until payment is made. You must pay us interest together with any overdue amount.
6. OUR LIABILITY TO YOU
6.1 OUR RESPONSIBILITY
Subject to the following sub-paragraphs, we will be responsible for any loss or damage that you may suffer as a result of our breach of these Terms or due to our negligence.
6.2 UNFORSEEABLE DAMAGE
We will not be responsible for any loss or damage that is not foreseeable. Loss or damage is considered foreseeable if it is an obvious consequence of our breach.
6.3 PRIVATE USE
We only supply our services for domestic and private use. You agree not to use the services for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
6.4 NOT WITHIN OUR RESPONSIBILITY
We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:
6.4.1 failure to notify us of any special requirements or instructions for cleaning the Item;
6.4.2 the fact that the Item has no label indicating cleaning instructions;
6.4.3 any existing damage to the Item at the time of collection;
6.4.4 any extraneous or hazardous thing left in or on the Item, e.g., pins, jewellery, coins, pens, buttons or embellishments, etc.;
6.5 OUR LIABILITY
Our total liability to you in respect of each Item is limited to ten (10) times the charge for treating the garment, in accordance to the International Fair Claims Guide for Consumer Textile Products .
6.6 HIGH VALUE ITEMS
You are obliged to inform us if any laundry item is of a high value so that special attention can be given to that item. Extra charges will apply for the washing or dry cleaning of such items.
6.7 STAIN REMOVAL
Stains can be removed upon customer request and will be done at his/her risk, with additional charges, but total removal of stains is not guaranteed.
7. TURNAROUND TIME
7.1 SERVICE DAYS AND TURNAROUND TIME
Service days and turnaround time vary by order. KnocKnocK will make its best effort to adhere to our service schedule, however, we do not guarantee turnaround times and assume no responsibility for any damages that may occur due to a delay in service.
7.2 MULTIPLE LOCATIONS
As long as the order meets the minimum S$20 order, we are able to pick up from one location and drop off your order at a different location. However, the order has to be delivered or picked up from ONLY one location. NO multiple locations for dropping off or picking up orders.
8. PAYMENT OR DEPOSIT
By registering with KnocKnocK and providing my debit or credit card information, I authorize KnocKnocK to charge my debit/credit card for services and equipment received. I certify that the billing information I provide is complete and accurate.
8.1 EQUIPMENT DEPOSIT:
For KnocKnocK’s laundry or dry cleaning bags users only. I agree to provide a 100% Refundable Equipment Deposit for each of KnocKnocK’s laundry or dry Cleaning bags. I agree to forfeit the KnocKnocK Equipment Deposit if I do not pay my monthly bag rental charge for three (3) consecutive months and have not returned my KnocKnocK equipment.
I agree to be charged the 100% Refundable Equipment Deposit for extra bag(s) I receive. If I request service for more items than fit in my KnocKnocK bag(s), KnocKnocK will return my ‘overflow’ items in an extra bag(s) and I agree to pay the Refundable Equipment Deposit. I will receive my Refundable Equipment Deposit by returning my KnocKnocK Equipment in good condition.
I agree to be a responsible custodian of KnocKnocK equipment and will be diligent to prevent any damage to all KnocKnocK equipment placed in my care. I agree to a reduced Equipment Deposit refund if I return any damaged equipments. I agree to provide KnocKnocK approval for KnocKnocK to repossess any KnocKnocK bags assigned to me and to take temporary possession of the contents in the bag if it is used in any way that is not expressly permitted by KnocKnocK. Billing inquiries and disputes should be brought to KnocKnocK’s attention within 30 days of the charge date. Failure to do so will be deemed to be an admission that the charges are accurate.
If any chargeback or charge dispute notices are received for your account, services provided to you may be immediately suspended pending investigation, and you will be subject to chargeback service charges.
Where applicable, KnocKnocK reserves the right to put your account on “Hold” status and deny any refund requests until the chargeback or dispute issue has been resolved. Additionally, accounts will also be suspended if service deposits have not been received for 3 consecutive months.
Accounts suspended in this manner can be re-activated upon payment of the Account Reactivation Fee (see below).
KnocKnocK reserves the right to modify service fees and rates, effective upon posting on the KnocKnocKapp.com website or on this Agreement.
Current service charges include the following (non-exclusive list):
Account Reactivation Fee: S$15.00
Chargeback Service Charge: S$25.00
Refund Policy for KnocKnocK locker bags deposit:
a) 100% refund of the deposit: within 3 months after you ordered the KnocKnocK Locker bag and you would like to return it back, we will refund the 100% of the deposit to you;
b) 50% refund of the deposit: more than 3 months but within 6 months after you ordered the KnocKnocK Locker bag but you would like to return it back, we will refund the 50% of the deposit to you;
c) 10% refund of the deposit: more than 6 months but within 12 months after you ordered the KnocKnocK Locker bag and you would like to return back, we will refund the 10% of the deposit to you;
d) 0% refund of the deposit: if you have ordered the locker bag for more than12 months, we will not entertain your request for a return deposit.
8.2 EQUIPMENT LIMITED WARRANTY
8.2.1 What is covered.
KnocKnocK warrants to the original user that KnocKnocK equipment is free from workmanship and material defect for one year from the date of receipt, except as qualified below. If KnocKnocK determines that the equipment is defective, KnocKnocK will, at its option, either repair or replace the product free of charge.
8.2.2 What is Not covered.
KnocKnocK's limited warranty is not insurance. KnocKnocK will not be responsible for any property or possessions, that are stolen, lost, damaged or otherwise while using any KnocKnocK equipment, including the KnocKnocK bag and any attachments.
In no event will KnocKnocK be liable for incidental or consequential damages.
9. TERMINATION
9.1 TERMINATION BY US
If you don't have a plan to engage our services in the near future, you shall notify us in writing to request the temporary suspension or permanent termination of your KnocKnocK account and send us a refund request of your remaining KnocKnocK Credits, your refund request will be processed under the Clause 12. If your KnocKnocK Account remains inactive and/or no transaction for more than 12 months, and we did not receive the suspension/termination request or refund request from you, we reserve the right to terminate your KnocKnocK account and revoke all the remaining rewarded Points, Cashback, KnocKnocK Credits without further notice.
In our sole and absolute discretion, we may with immediate effect upon giving you notice, terminate your use of the Platform and/or Services and/or disable your Username and Password. We may bar access to the Platform and/or Services (or any part thereof) for any reason whatsoever, including a breach of any of these Terms of Conditions or where if we believe that you have violated or acted inconsistently with any terms or conditions set out herein, or if in our opinion or the opinion of any regulatory authority, it is not suitable to continue providing the services relating to the Platform.
9.2 TERMINATION BY YOU
You may terminate these Terms of Conditions by giving seven days’ notice in writing to us. Upon receipt of your termination notice, we will regard your notice as a formal request to us to close your Customer Account and the account closure process shall be in accordance with the provisions set out in this Terms of Conditions.
10. NOTICES
10.1 NOTICES FROM US
All notices or other communications given to you if:
communicated through any print or electronic media as we may select will be deemed to be notified to you on the date of publication or broadcast; or sent by post or left at your last known address will be deemed to be received by you on the day following such posting or on the day when it was so left.
10.2 NOTICES FROM YOU
You may only give us notice(s) in writing sent to our designated address or e-mail address, and we shall be deemed to have received such notice only upon receipt. While we endeavour to respond promptly to notices from you, we cannot guarantee that we will always respond with consistent speed.
10.3 OTHER MODES
We may from time to time designate other acceptable modes of giving notices (including but not limited to e-mail or other forms of electronic communication) and the time or event by which such notice shall be deemed given.
11. YOUR SUBMISSIONS AND INFORMATION
11.1 SUBMISSIONS BY YOU
You grant us a non-exclusive license to use the materials or information that you submit to the Platform and/or provide to us, including but not limited to, questions, reviews, comments, and suggestions (collectively, “Submissions”). When you post comments or reviews to the Platform, you also grant us the right to use the name that you submit or your Username in connection with such review, comment, or other content. You shall not use a false e-mail address, pretend to be someone other than yourself or otherwise mislead us or third parties as to the origin of any Submissions. We may, but shall not be obligated to, publish, remove or edit your Submissions.
11.2 CONSENT TO RECEIVE NOTIFICATIONS VIA E-MAILS, PHONE-CALLS, SMS, SOCIAL NETWORKS, PUSH NOTIFICATION, IN-APP NOTIFICATION, AND COMMUNICATION APPS.
You consent to and authorize the use by us of any information provided by you (including Personal Data) for the purposes of sending informational and promotional notifications to you by all communications channels stated above. You may subsequently opt out of receiving promotional e-mails by clicking on the appropriate hyperlink in any promotional e-mail and you can opt out of receiving promotional calls/SMS/Fax by contacting our customer support or by registering your Singapore telephone numbers with the Do Not Call (DNC) Registry for free. To opt out of receiving any promotional or informational notifications at any of the above mentioned communication channels please contact our customer support via Phone or E-mail.
11.3 PRIVACY POLICY
You acknowledge that you have read and agree to the Privacy Policy and consent to our collection, use and disclosure of your Personal Data for the purposes as set out in the Privacy Policy.
12. TOP-UP DEPOSIT REFUND POLICIES
Your KnocKnocK Credits by Top-Up (by way of Bank Transfer or Credit Card) shall validate 18 (Eighteen) months ("Validation Period") starting from the Top Up Date ("Top-Up Date": the date when the due amount of the KnocKnocK Credits were successfully credited into your KnocKnocK account after verification of your payment via either Bank Transfer or Credit Card) and expire after the Validation Period. You can check your account balance in the App directly and you shall send us the refund request or extension of the Validation Period of your remaining KnocKnocK Credits within the Validation Period before they expire. Any refund or extension request beyond the Validation Period is at the sole discretion of KnocKnocK and processing fees may apply.
12.1 Top-Up Deposit Refund methods
Your refund will be processed upon receiving your written request to [email protected]. The way your refund is processed depends on your original payment method.
Credit card refunds will be sent to the card-issuing bank within Seven (7) business days of receipt of the returned package. Please contact the card-issuing bank with questions as to when the credit will be posted to your account.
For bank transfer payments, you will need to provide us with the following bank details:
Account Holder Name:
Bank Account Number:
Bank Name:
Bank Code:
Branch Code:
Please note that refunds can only be remitted to a local bank account where the bank account holder name is the same as the billing contact filled in when placing the order. Please allow up to 15 business days for KnocKnocK to post the refund to your account.
12.2 Top-Up Deposit Refund Processing and Administration Fee
In the event of deposit withdrawal, KnocKnocK will charge a processing fee of $10 or 5% of the withdrawal amount, whichever is higher, on top of the related transaction fee imposed by banks or any third party payment gateway, if any.
