Terms & Conditions
Clear, practical terms for laundry, dry cleaning, specialty care, pickup & delivery, orders, treatment limitations, and the use of information published by Shella Laundry & Dry Clean Surabaya.
Understanding These Terms
These Terms & Conditions explain the general conditions that apply when customers use services provided by Shella Laundry & Dry Clean Surabaya.
They are intended to make the service process easier to understand, including item assessment, cleaning and treatment, turnaround, pickup and delivery, payment, communication, and limitations that may apply to particular garments, footwear, household textiles, or specialty items.
Our Services
Shella provides professional laundry and specialty-care services in Surabaya. Depending on the item and selected service, the process may include inspection, sorting, cleaning, stain treatment, drying, ironing, steam finishing, deodorizing, sanitizing, specialty treatment, quality control, packaging, and delivery.
Internal-Use Products & Process Documentation
Some product names, formulations, treatment agents, detergents, cleaning solutions, and specialty-care materials displayed on the Shella Laundry website are presented solely for internal process documentation, technical education, service explanation, and treatment identification.
Certain Shella products and process materials are intended for internal operational use and documentation of professional cleaning processes. Their appearance on this website does not mean that they are available for customer purchase.
Why These Products May Appear on Our Website
Shella may reference proprietary or internally selected products and treatment systems to help customers understand how specific services are performed. Examples may include detergents, stain-treatment systems, footwear-care products, carpet-care solutions, whitening systems, color-treatment materials, and other process-specific products.
Such references are intended to explain the professional process used by Shella Laundry. They do not constitute an offer to sell, distribute, license, or supply the referenced materials to customers or third parties.
Internal Documentation Only
- Products may be documented as part of Shella's internal cleaning workflow.
- Product names may be used to identify a particular treatment, process, or technical procedure.
- Formulations, concentrations, procedures, and application methods may be proprietary or operational information.
- Documentation of a product does not mean that the product is available for customer purchase.
- Internal products may be changed, replaced, improved, or discontinued as part of Shella's operational processes.
Not a Retail Catalog
Unless Shella expressly identifies a product as an officially available commercial product, customers should not interpret its appearance on this website as an invitation to purchase it.
Internal-use products are not necessarily stocked for retail sale and may not be available through marketplaces, distributors, resellers, or other commercial channels.
Questions About a Treatment?
Customers who require information about a particular treatment should contact Shella directly. Our team can explain the relevant service, treatment purpose, and applicable care process without implying that the underlying internal-use material is available for purchase.
Item Condition & Pre-Existing Damage
Before processing, Shella may assess the visible condition, material, construction, color, accessories, stains, odors, previous repairs, previous cleaning, and other characteristics that may affect the treatment process.
Customers are encouraged to disclose known issues such as previous chemical treatment, dye transfer, color instability, adhesive weakness, fabric damage, peeling, cracking, shrinkage, fading, or previous restoration.
- Existing damage may become more visible after cleaning.
- Old stains may not be completely removable.
- Weak fibers, coatings, adhesives, prints, and finishes may deteriorate.
- Previous chemical or heat exposure can affect treatment results.
- Items may require a specialized or limited treatment rather than standard cleaning.
Cleaning Results & Treatment Limitations
Shella applies cleaning and treatment procedures according to the characteristics and condition of each item. However, no cleaning process can guarantee removal of every stain, odor, discoloration, mark, or structural defect.
Treatment outcomes can depend on the age and composition of a stain, the type of textile or material, colorfastness, previous treatment, environmental exposure, and the manufacturer's original construction.
Special, Delicate & High-Risk Items
Certain items require additional assessment because their materials or construction may be more sensitive to water, heat, chemicals, agitation, solvents, brushing, pressure, or drying.
Examples may include delicate garments, leather, suede, footwear, coated fabrics, technical fabrics, wedding or formal garments, heavily decorated clothing, vintage items, specialty textiles, carpets, strollers, and items with fragile components.
Where appropriate, Shella may recommend a specialized treatment, limited treatment, additional inspection, customer approval, or decline a treatment when the potential risk is considered unsuitable for the available process.
Valuables & Personal Belongings
Customers should check pockets, compartments, bags, garments, footwear, and other items before handing them over for service.
Personal belongings such as cash, cards, documents, keys, electronics, jewelry, accessories, and other valuables should be removed before processing whenever possible.
Pricing, Orders & Payment
Prices may vary according to service type, item category, quantity, material, treatment complexity, urgency, and other applicable service conditions.
Additional treatment may require confirmation before processing, particularly where the requested work involves specialty care, stain treatment, restoration, or additional handling.
Customers can use the Shella Fast Order page to initiate an order or contact the team for service information.
An order may be subject to inspection and confirmation before the final service scope is established.
Express Service & Turnaround
Shella offers several express service options, subject to service availability, item condition, treatment requirements, workload, operating conditions, and customer confirmation.
Available express packages may include 4-hour, 6-hour, 12-hour, and 24-hour turnaround options.
Turnaround times refer to the applicable service workflow and do not automatically guarantee a particular result or recovery of an item to its original condition.
For current express service information, visit Laundry Express Surabaya .
Pickup & Delivery
Pickup and delivery services are available within applicable service areas and operating conditions.
Current general pickup and delivery operations are scheduled around 08:00β18:00, subject to route availability, traffic, weather, operational conditions, and customer coordination.
Minimum transaction requirements may apply. Current general minimums are:
- Motorcycle pickup/delivery: minimum transaction IDR 80,000.
- Car pickup/delivery: minimum transaction IDR 250,000.
For details, see Laundry Pickup & Delivery .
Customer Approval & Communication
Some items may require additional communication before processing, particularly where the condition, material, requested treatment, estimated result, price, or potential treatment limitation requires clarification.
Customers are responsible for providing accurate contact information and responding to reasonable service-related questions when approval is required.
Where a customer cannot be reached, the item may be held, processed according to previously confirmed instructions, or handled according to the operational circumstances applicable to the order.
Complaints & Service Review
If you have a concern about a completed service, please contact Shella as soon as reasonably possible and provide the order details, item information, and description of the concern.
Shella may review the original service information, item condition, treatment process, photographs, staff notes, and other available information when evaluating a service concern.
A service review does not automatically mean that a refund, reprocessing, replacement, or other remedy will apply. Any resolution will depend on the circumstances of the specific case and applicable service conditions.
Website & Digital Information
Information published on the Shella website is provided to help customers understand available services, cleaning processes, product documentation, operating information, and customer communication channels.
Service descriptions, images, prices, turnaround information, availability, product references, and other website information may be updated when operational conditions change.
Images and process illustrations may represent the general character of a service and should not automatically be interpreted as a guarantee that every item will produce an identical result.
Product pages that document internal-use materials are intended for process transparency and technical documentation and should not be interpreted as retail listings unless explicitly stated otherwise.
Privacy & Customer Information
Customer information may be used as reasonably necessary to communicate about orders, arrange pickup and delivery, provide services, manage customer requests, maintain operational records, and support customer service.
Shella aims to handle customer information responsibly and in accordance with applicable Indonesian requirements.
For general reference, customers may review the Indonesia Personal Data Protection Law β UU No. 27 Tahun 2022 .
Changes to These Terms
Shella may update these Terms & Conditions when services, operational procedures, website functions, legal requirements, or business processes change.
The latest version published on this page is intended to provide the current general information applicable to website visitors and customers, subject to any specific service agreement or confirmed order conditions.
Last reviewed: October 2026
Contact Shella Laundry
If you have questions about a service, treatment, order, pickup and delivery, or an internal-use product referenced in our process documentation, please contact Shella Laundry directly.
Need Help Before You Order?
Tell our team what you need cleaned, treated, or cared for. We can help identify the appropriate Shella service and explain the available process before you proceed.