These terms apply to every service you book with WhizzFix and to your use of whizzfix.com and book.whizzfix.com. Please read them before handing us an item. By booking a service, dropping off an item, handing us luggage or using our self-service machines, you agree to them. They do not take away any rights you have as a consumer under the Consumer Affairs Act or other Maltese law.
1. Who we are
WhizzFix is the trading name of JMT Holdings Limited, a limited liability company registered in Malta with registration number C99143 and VAT number MT28204029, with its registered office and premises at 88 Triq Birkirkara, San Ġiljan STJ 1850, Malta. Contact us at info@whizzfix.com or on +356 9923 1611.
2. Our services and where we operate
We provide self-service and staffed laundry, ironing, shoe and sneaker cleaning, repair and restoration, handbag cleaning, repair and colour restoration, steam and ozone sanitisation of items such as luggage, strollers and car seats, and luggage storage and delivery. We operate in Malta only. Pickup and delivery are available across Malta and are not currently available in Gozo. We do not sell goods through this website.
3. Quotes and bookings
Bookings are made in person, by phone, by email, on WhatsApp or through our booking system at book.whizzfix.com. Luggage storage and delivery can only be booked through book.whizzfix.com or a secure booking link we send you, as set out in section 10. Prices on the website are starting prices in euro, including VAT. A quote we give from photographs or a description is an estimate. The final price is confirmed once we have inspected the item, and we will not start chargeable work beyond the confirmed price without your approval. A booking is accepted when we confirm it in writing, including by WhatsApp.
4. Prices and payment
Payment is due when you collect your item or when it is delivered, unless we agree otherwise or these terms say otherwise. Luggage storage and delivery is paid in full by card when you book. At the counter and for deliveries we accept cash and cards. Self-service machines accept card and contactless payments only. Express service is available on every cleaning, repair and laundry service for an extra charge, subject to capacity, and is confirmed with the quote. Pickup and delivery for these services cost €4 each way anywhere in Malta. For larger restoration or colour work we may ask for a deposit before starting. Bookings made online for laundry, shoe and bag care and sanitisation are secured with a €15 deposit, paid by card when you book. The deposit covers our time and the collection and delivery of your items. It is non-refundable and is deducted from your final bill.
5. Turnaround times
Standard turnaround is 2 to 3 days for laundry and ironing, and 7 to 14 days for shoe and bag cleaning, repair and restoration and for sanitisation. Express turnaround is agreed in the quote. Turnaround times are estimates and depend on workload, materials and the condition of the item. We will tell you as soon as we can if a job is going to take longer. Luggage delivery times are agreed in the booking, as set out in section 10.
6. What we need from you
- Tell us about any known damage, previous repairs, dye transfer, loose parts or delicate finishes before we start.
- Empty all pockets, bags and compartments of items handed to us for cleaning, repair or restoration. We are not responsible for items left inside. This does not apply to luggage handed to us for storage and delivery, which is covered by section 10.
- Confirm that you own the item or have the owner's permission to hand it to us.
- Give us accurate contact details and, for pickup and delivery, an address where someone will be available.
- Tell us in advance if an item is unusually valuable, so we can agree how to handle it or decline the job.
7. Assessment, limitations and risk
We carry out visual checks and, where appropriate, colour-fastness tests before treating an item, and we use methods suited to its material. Results depend on the item's age, material, construction, prior wear, previous treatments and any pre-existing damage. We cannot guarantee that every stain will come out, that colours will match the original exactly, or that an item will look new. We may decline any item we consider unsafe or unsuitable to treat. If we discover a problem during the work, we will stop and contact you before continuing.
Items are left with us at your own risk in respect of inherent weaknesses, such as weak stitching, dried leather, delaminating soles, dye instability or manufacturer defects, which may only become apparent during treatment. Where an item is lost or damaged because of our negligence, we will compensate you for the reasonable cost of repair or the item's depreciated value, whichever is lower, taking into account its age and condition. For luggage storage and delivery, the limits in section 10.13 apply instead. Nothing in these terms limits any liability that cannot be limited under Maltese law.
We are an independent service provider. We are not affiliated with or endorsed by any brand whose items we service, and brand warranties are a matter between you and the brand.
8. Self-service laundry
Self-service machines are available during our opening hours and are used at your own risk. Follow the instructions displayed on the machines, do not overload them, and do not use dyes, bleach or products not intended for domestic machines. Check garment care labels before washing. We are not liable for damage caused by misuse, by items that are not machine-washable, or by items left in machines. Report a machine fault to staff on the same day, with your payment receipt, so we can check the machine and refund the cycle where a fault is confirmed.
9. Pickup and delivery
Pickup and delivery for laundry, cleaning, repair and restoration are available across Malta in two-hour windows, Monday to Friday 8am to 4pm and Saturday 10am to 2pm, arranged by WhatsApp, phone or through book.whizzfix.com. The earliest pickup is the day after you book, from 12 noon. Someone must be available at the address at the agreed time. If nobody is available and we have to return, the €4 charge applies again. Items are checked in when the driver collects them, and any visible damage is noted at that point. Luggage collection and delivery are covered by section 10.
10. Luggage storage and delivery
This section applies to our luggage storage and delivery service. If it conflicts with any other section of these terms, this section applies to luggage.
10.1 Definitions. In this section, a Booking is a confirmed order for the luggage service, identified by a Booking Number. An Item is each suitcase, bag or other piece handed to us, identified by a Luggage Code. The Recipient is the person named in the Booking to receive the Items, if not you. The Custody Period runs from the moment we accept an Item at handover until it is released at delivery.
10.2 Who can book. The service is available to people travelling to, from or within Malta, and to accommodation providers booking on behalf of their guests. The person handing over the Items must be at least 18 years old and must own the Items or be authorised by the owner. We may refuse a Booking or an Item without giving a reason. If we refuse before the service starts, we refund the full amount paid.
10.3 Booking and verification. To book, you must, through book.whizzfix.com or a secure booking link we send you: (a) complete and sign our luggage booking form and declaration; (b) upload a clear photo of the personal details page of your passport or national identity card; and (c) upload your flight booking confirmation or boarding pass showing your name, flight number and date.
A Booking is confirmed only when we have checked these documents and sent a written confirmation with the Booking Number. If we cannot verify them, we will ask for them again or cancel the Booking with a full refund. Bookings must be made at least 24 hours before the first handover, unless we confirm a shorter time in writing. You are responsible for the accuracy of all booking details, including flight numbers, addresses, times, number of Items and Recipient details.
10.4 Prices. Luggage prices are shown on our website and in your Booking confirmation, and include VAT, up to 3 Items, same-day storage and flight tracking. Additional Items, oversize Items, extra storage days, waiting time and service outside standard hours are charged as listed on our website at the time of booking. Any additional charge incurred during the service is charged to the card used for the Booking, or must be paid before the Items are released.
10.5 Service hours and airport meetings. Standard service hours are 09:00 to 18:00. Service outside these hours is available on request, subject to availability, for a surcharge. For arrivals, we monitor your flight and set the meeting time from the actual landing time, and confirm it to you in writing. Flight delays do not incur extra charges, including where a delay moves the meeting outside standard hours. Airport meetings take place at the meeting point outside the terminal stated in your confirmation. We do not collect luggage from the Malta International Airport luggage deposit or from any third party on your behalf.
10.6 Waiting and no-shows. 20 minutes of waiting is included after the confirmed meeting, collection or delivery time. After that, we may charge for each 15 minutes or part of 15 minutes, or reschedule the service at your cost. If you do not have your Items and have not contacted us within 60 minutes of the confirmed arrival meeting time, we may treat the Booking as a no-show.
10.7 Luggage requirements. Each Item must be securely closed, and we strongly recommend it is locked. Each Item must weigh no more than 50 kg, and a Booking may include up to 10 Items. Fragile contents must be declared on the booking form, and we may refuse fragile Items that are not packed to withstand normal handling and transport. Oversize Items, such as sports equipment, prams, bicycles and musical instruments, are accepted only if declared when booking and if we have space for them.
10.8 Items you must not hand to us. You must not include any of the following in an Item: (a) cash, bank cards, securities or other monetary instruments; (b) jewellery, watches, precious metals and stones; (c) laptops, tablets, mobile phones, cameras and other electronic devices; (d) passports, identity cards, travel documents, keys and important papers; (e) medication you may need during the Custody Period; (f) food, drink and other perishable goods; (g) liquids not in sealed containers; (h) anything classed as dangerous goods for air travel, including flammable, explosive, corrosive, toxic or compressed items; (i) weapons, ammunition and replica weapons; (j) illegal drugs, controlled substances and any other illegal item; (k) animals and plants, and anything that is hazardous or gives off an odour; (l) anything of sentimental or irreplaceable value.
Items in (a) to (e) and (l) are Excluded Valuables. We accept no liability for Excluded Valuables placed in an Item, whether or not we knew they were there. You are responsible for any loss, damage, cost or fine that we or others suffer because an Item contains anything on this list.
10.9 Inspection and refusal. We do not open Items. If we have a reasonable suspicion that an Item contains anything listed in section 10.8, or an Item leaks, smells or is damaged, we may refuse it, ask you to open it in the presence of our staff, or, if it is already in our custody, set it apart and contact you. Where the law requires it, or where we believe an Item may put people or property at risk, we may inform the relevant authorities and hand the Item to them. We are not liable for the consequences of doing so in good faith.
10.10 Handover and condition record. At handover, we check the identity of the person handing over the Items against the Booking, photograph each Item, record its weight, fit a numbered tamper-evident seal and attach a tag with the Luggage Code. We send you the seal numbers and photos. These photos and records are the agreed record of each Item's condition at handover, unless you dispute them in writing before our staff leave. Damage, wear, stains and defects visible in the handover photos are excluded from any claim.
10.11 Delivery and release. We release Items only to you or to the Recipient named in the Booking, on presentation of the Booking Number and identification matching the Booking. You may change the Recipient in writing through our official channels at least 24 hours before delivery. We do not leave Items unattended at any address unless you ask us to in writing, and Items left unattended at your request are at your risk from the moment they are left. The person receiving the Items must check that the seals are intact and match the numbers in the confirmation before our staff leave. Confirming release means the Items were received with seals intact and in the condition shown in the handover photos, except for anything noted at the time. We may refuse to release Items if we cannot verify the identity of the person receiving them or if any amount due is unpaid.
10.12 Storage period and unclaimed Items. Items may be stored for up to 30 days per Booking. Storage beyond the booked period is charged per Item per day. If delivery cannot be completed because nobody is available to receive the Items, we return them to storage and contact you to arrange a new delivery, which is charged. If Items are not collected or redelivered within 90 days after the end of the booked period, and we have made reasonable attempts to contact you by email and phone, they will be treated as abandoned and may be donated or disposed of as the law allows. We may use any proceeds towards amounts you owe us.
10.13 Our liability for luggage. We take reasonable care of Items during the Custody Period. If an Item is lost or damaged during the Custody Period because we failed to take reasonable care, we will pay the reasonable cost of repair or the Item's depreciated value, including its contents, whichever is lower, up to a maximum of €250 per Item. Higher cover may be available on request before booking. If agreed, it is confirmed in writing in your Booking confirmation, and it never applies to Excluded Valuables.
We are not liable for: (a) Excluded Valuables and anything else listed in section 10.8; (b) damage or wear visible in the handover photos; (c) normal wear from handling, including scuffs, scratches and minor marks to wheels, handles and corners; (d) damage to fragile contents that were not declared or not adequately packed; (e) loss or damage after release to you or the Recipient, or after Items are left unattended at your request; (f) delay or failure caused by events outside our reasonable control, as set out in section 10.16; (g) indirect or consequential loss, including missed flights or events, loss of enjoyment, the cost of replacement clothing or loss of business.
We recommend that you have travel insurance covering your luggage. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded under Maltese law.
10.14 Your responsibilities. You confirm that all information and documents you provide are true and complete and that the Items contain nothing listed in section 10.8. You are responsible for any loss, damage, costs, claims and fines we suffer because of false information, prohibited items or a breach of this section.
10.15 Claims. Visible damage, or a broken or mismatched seal, must be reported to our staff at delivery, before they leave, and will be recorded with photos. Damage or loss that could not reasonably be seen at delivery must be reported in writing to info@whizzfix.com within 24 hours of delivery, quoting the Booking Number and Luggage Code, with photos and evidence of value. Please keep the Item and any damaged contents available for inspection until the claim is resolved. We will acknowledge a claim within 3 working days and respond within 14 working days of receiving everything we need.
10.16 Events outside our control. We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, road closures, accidents, strikes, airport disruption, public health measures, instructions from authorities, power or system failures and acts of third parties. If such an event affects a Booking, we will contact you as soon as possible and offer a new time or a refund for any part of the service not provided.
10.17 Cancellations. Cancellations, changes and refunds for luggage Bookings are set out in our Refund Policy. Because the luggage service is provided on a specific date you choose, the 14-day right of withdrawal does not apply to it. This does not affect the cancellation rights in our Refund Policy.
11. Uncollected items
Please collect your items promptly once we tell you they are ready. We will remind you at least twice. Items not collected within 90 days of the first notice may be treated as abandoned and may be donated or disposed of, and we will have no further liability for them. Charges for the work remain payable. Unclaimed luggage is handled under section 10.12.
12. Complaints and remedies
If you are not satisfied, tell us as soon as possible, ideally within 72 hours of collection or delivery, so we can look at the item while the work is fresh. Our first remedy is to correct or redo the work at no charge. If that does not resolve the problem, we may offer a partial or full refund of the service fee, as set out in our Refund Policy. Claims for luggage follow the procedure and deadlines in section 10.15. Your statutory rights under Maltese consumer law are not affected by these terms.
13. Photographs and records
We photograph items before and after work, and luggage at handover and delivery, as a record of their condition. We use these photographs in our marketing only with your consent, and never in a way that identifies you without your agreement. We never use luggage photographs or identity documents in marketing.
14. Promotions and the monthly prize draw
Our "Subscribe & Win" draw is free to enter, open to residents of Malta aged 18 or over, and limited to one entry per email address. A winner is selected at random each month from the mailing list and notified by email. The prize is a WhizzFix service or credit as stated in the promotion, is not transferable and has no cash alternative. We may publish the winner's first name. Our staff and their immediate family may not enter. We may change or end the draw at any time.
15. Use of this website
You may use this website and our booking system for your own personal purposes. You may not copy their content, interfere with their operation, upload false or someone else's documents, or use them for anything unlawful. They are provided as is, and we do not promise they will always be available or error free. Links to third-party sites are provided for convenience and we are not responsible for them.
16. Privacy
How we handle your personal data is explained in our Privacy Policy, which forms part of these terms.
17. Changes to these terms
We may update these terms from time to time. The version in force is the one published on this website on the day you book. We will not change the terms of a job or Booking that is already agreed without telling you.
18. Governing law and disputes
These terms are governed by the laws of Malta. If we cannot resolve a dispute between us, you may contact the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority, and you may bring a claim before the Consumer Claims Tribunal or the courts of Malta.
19. Contact
JMT Holdings Limited (C99143), trading as WhizzFix, 88 Triq Birkirkara, San Ġiljan STJ 1850, Malta. VAT MT28204029. Email info@whizzfix.com. Phone and WhatsApp +356 9923 1611.