Terms of Service

These Terms apply to all parties engaging with Hotelier for the purpose of procuring hotel linens, bath textiles, guest amenities, table linen, operational textiles, or any customized supply program.

By submitting a purchase order, signing a supply agreement, or requesting samples, the customer acknowledges having read, understood, and agreed to these Terms. If you represent an organization, you confirm you have the authority to bind that organization to these Terms.

In the event of a conflict between these Terms and a separately executed written contract, the written contract shall prevail.

All orders are subject to written confirmation by Hotelier. An order is not accepted until Hotelier issues a written order acknowledgment or proforma invoice.

• Minimum Order Quantity (MOQ): The standard minimum order quantity is 100 pieces per SKU. MOQ may vary for customized or private-label programs and will be confirmed in writing.
• Stock Orders: Approximately 70% of our product range is available as ready stock. Stock availability is confirmed at the time of order placement.
• Custom Orders: Custom or OEM orders (approximately 30% of production capacity) require a confirmed specification sheet and deposit before production commences.
• Orders may be cancelled only before production begins. Cancellations of custom orders after production commencement will be subject to cancellation fees reflecting actual costs incurred.

All prices are quoted in USD unless otherwise agreed in writing. Quoted prices are valid for 30 days from the date of quotation, after which they are subject to change due to fluctuations in raw material costs, labor, or currency exchange rates.

• Payment Terms: Standard payment terms are 30% deposit upon order confirmation, with the remaining 70% payable before shipment. Alternative terms may be agreed for long-term supply partners.
• Accepted Methods: T/T (bank transfer), L/C (letter of credit for orders exceeding agreed thresholds), and other methods as mutually agreed.
• Late payments may result in order delays, suspension of shipment, and interest charges at the rate of 1.5% per month on overdue balances.
• All applicable taxes, duties, customs clearance fees, and import charges are the sole responsibility of the buyer.

Hotelier supports pre-order sampling to ensure product suitability for your operational standards.

• Sample Cost: Standard product samples are provided free of charge.
• Shipping Cost: International courier and freight charges for sample delivery are borne by the requesting party. We recommend providing a courier account number for efficient dispatch.
• Custom samples (including bespoke sizes, embroidered logos, or specific fabric compositions) may incur a sample development fee, which will be credited against a confirmed bulk order.
• Sample approval does not constitute a binding purchase commitment from either party.

Hotelier offers light customization services for eligible orders, including custom sizing, embroidered or woven logo labels, fabric composition adjustments, and retail packaging design for applicable customer segments.

• All customization requests must be submitted in writing with complete specification sheets prior to order confirmation.
• Logo & Branding: Customers are solely responsible for ensuring they hold all necessary rights to submit logos, trademarks, or branding elements for embroidery or printing. Hotelier accepts no liability for intellectual property infringement arising from customer-supplied artwork.
• Retail Packaging: Retail packaging customization is available for retail-segment customers. Hotel and institutional buyers typically procure without retail packaging; any exception must be agreed in writing.
• Custom orders are non-refundable once production has commenced, except in cases of manufacturing defects verified by Hotelier's quality assurance process.

Production lead times are estimated at the time of order confirmation and are subject to order complexity, material availability, and current production schedules at our Jiangsu facility.

• Stock Orders: Typically dispatched within 3-7 business days of payment confirmation.
• Custom Orders: Generally require 25-45 business days from deposit receipt and approved specifications. Exact timelines are confirmed in writing.
• Hotelier shall not be liable for delays caused by events beyond its reasonable control, including raw material shortages, port congestion, or force majeure events (see Section 13).
• Customers will be notified promptly of any material change to confirmed lead times.

Hotelier ships internationally from Jiangsu, China. Shipping terms (Incoterms) are agreed at the time of order confirmation.

• Default shipping terms are EXW (Ex Works) unless otherwise agreed. FOB and CIF terms are available upon request.
• Risk of loss and damage transfers to the buyer upon handover to the freight carrier at the agreed shipping point.
• Buyers are responsible for all import duties, customs brokerage, local taxes, and compliance with destination country regulations.
• Hotelier will provide tracking information and shipping documentation (commercial invoice, packing list, certificate of origin) in a timely manner.

Hotelier maintains internal quality control procedures across all production stages at its Jiangsu facility. Products are inspected prior to shipment to verify they meet confirmed specifications.

• Buyers may arrange third-party pre-shipment inspection at their own cost. Hotelier will cooperate fully and provide reasonable access for this purpose.
• An industry-standard tolerance of ±3% in quantity per shipment is accepted and not considered a breach of contract.
• Minor color variation between production batches is inherent to textile manufacturing. Hotelier will endeavor to maintain consistency within acceptable industry tolerances.
• RFID chip integration for laundry service clients is available upon request and must be specified in writing before production.

Hotelier is committed to resolving legitimate quality issues promptly and fairly. All claims must be made in writing within the following timeframes.

• Visible Defects: Claims for visible defects or shortfalls must be submitted within 14 calendar days of the goods' arrival at the destination port or warehouse.
• Hidden Defects: Claims for hidden manufacturing defects must be submitted within 90 calendar days of confirmed delivery.
• All claims must include photographic evidence, a description of the defect, the affected item count, and relevant order documentation.
• Approved claims will be remedied by replacement, credit note, or partial refund at Hotelier's discretion based on the nature and extent of the defect.
• Returns will not be accepted without prior written authorization from Hotelier. Unauthorized returns will not be processed and may be returned at the customer's expense.
• Claims arising from misuse, improper laundering, normal wear and tear, or failure to follow care instructions will not be accepted.

All product designs, technical specifications, weaving patterns, and proprietary processes developed by Hotelier remain the exclusive intellectual property of Hotelier.

• Customers retain ownership of all trademarks, logos, and branding elements they supply to Hotelier for production purposes.
• Custom product designs co-developed for a specific customer will be subject to an exclusive use agreement where applicable, as confirmed in writing.
• The customer warrants that all submitted artwork, trademarks, and designs do not infringe upon any third-party intellectual property rights, and the customer agrees to indemnify Hotelier against any claims arising from such infringement.

Both parties agree to treat as confidential all non-public pricing information, product specifications, business terms, customer data, and trade secrets shared in the course of their commercial relationship.

• Confidential information shall not be disclosed to third parties without prior written consent, except as required by applicable law.
• This confidentiality obligation shall survive the termination of any business relationship between the parties for a period of three (3) years.

To the maximum extent permitted by applicable law, Hotelier's total liability to the customer for any claim arising out of or in connection with an order shall not exceed the invoice value of the specific goods to which the claim relates.

Hotelier shall not be liable for any indirect, consequential, incidental, special, or punitive damages, including but not limited to lost profits, loss of business opportunity, operational downtime, or reputational harm, even if Hotelier has been advised of the possibility of such damages.

Neither party shall be liable for delays or non-performance caused by events beyond their reasonable control, including but not limited to natural disasters, pandemics, government-imposed restrictions, war, civil unrest, port closures, transportation disruptions, or raw material shortages.

The affected party shall notify the other in writing as soon as practicable and shall use reasonable efforts to mitigate the impact. If a force majeure event persists for more than 60 days, either party may terminate the affected order by written notice without further liability.

These Terms shall be governed by and construed in accordance with the laws of the People's Republic of China. Any dispute arising out of or in connection with these Terms that cannot be resolved through good-faith negotiation shall be submitted to the competent courts in Jiangsu Province, China, or resolved through arbitration as mutually agreed in writing.

For international transactions, parties may agree to resolve disputes through a mutually acceptable arbitration body under internationally recognized arbitration rules.

Hotelier reserves the right to update or modify these Terms at any time. The revised Terms will be published on our official website with an updated effective date.

Continued placement of orders after the publication of revised Terms constitutes acceptance of the updated Terms. For existing long-term supply contracts, modifications shall be communicated in writing and agreed upon by both parties.

For questions regarding these Terms, order inquiries, sample requests, or to speak with our team, please contact us through the following channels: