Laundry Service Policy

1. Services Provided

Our laundry service may include wash and fold; wash, dry, and fold; bedding and linen laundering; towel laundering; baby and children's clothing; household washable items; and pickup and delivery, when available.

Services are subject to availability and may vary by location.

2. Pricing

Laundry service pricing will be communicated before or at the time an order is accepted.

Pricing may be based on weight, individual items, bedding or specialty items, special-care requirements, additional services, and pickup and delivery fees.

Additional charges may apply for specialty items, unusually large orders, heavily soiled items, excessive stains, or services requiring additional time or handling. Customers will be informed of applicable additional charges whenever reasonably possible before the additional service is performed.

3. Customer Responsibilities

Customers are responsible for preparing their laundry before submitting it for service. Before handing over laundry, customers should empty all pockets; remove money, jewelry, electronics, and other valuables; remove personal items from clothing and bags; identify delicate or specialty items; identify items requiring special washing or drying instructions; separate dry-clean-only items; inform us of known stains or special concerns; and provide accurate contact information and service instructions.

We are not responsible for personal belongings left inside clothing, bags, bedding, or other items submitted for laundry.

4. Care Labels

We make reasonable efforts to follow manufacturer care labels and customer-provided instructions.

Customers understand that clothing and textiles may occasionally experience shrinkage, color fading, color bleeding, fabric wear, damage caused by previous washing, damage caused by manufacturer defects, damage caused by improper care labels, or changes caused by heat or moisture.

We are not responsible for damage resulting from manufacturer defects, inaccurate or missing care labels, pre-existing damage, or normal wear and tear.

5. Delicate and Specialty Items

Customers must identify delicate, specialty, or unusually valuable items before service — for example, delicate fabrics, hand-wash items, clothing with decorative details, items with special finishes, vintage clothing, specialty bedding, or items requiring professional dry cleaning.

Items labeled "Dry Clean Only" will not be washed through our standard laundry service. We reserve the right to decline any item that we believe requires specialized cleaning beyond the services we provide.

6. Stains and Heavily Soiled Items

We will make reasonable efforts to remove common stains when appropriate. However, stain removal is not guaranteed — some stains may be permanent or may require professional specialty treatment, including set-in stains, dye stains, oil or grease, ink, paint, permanent marker, rust, mold, pet stains, food stains, or bodily-fluid stains.

Customers should identify significant stains before service whenever possible. Additional fees may apply for heavily soiled items or special stain treatment.

7. Bodily Fluids and Biohazard Materials

For the health and safety of customers and our team, we reserve the right to refuse laundry contaminated with hazardous materials or bodily fluids that cannot be safely handled through our standard laundry process. We do not accept items containing needles or sharps, hazardous chemicals, unknown substances, active pest infestations, excessive mold, or other materials presenting a health or safety hazard.

If an order contains materials that cannot safely be handled, the order may be refused or returned.

8. Bed Bugs, Pests, and Contamination

Laundry suspected of containing active bed bugs, fleas, lice, or other pests must be disclosed before service. We reserve the right to refuse or discontinue service if an order presents a risk of spreading pests or contamination to other laundry, equipment, or customers. Additional cleaning or sanitation procedures may be required before equipment can be safely returned to normal use.

9. Detergent and Laundry Products

Our standard laundry products will be used unless a different option has been requested and is available, such as fragrance-free detergent, hypoallergenic detergent, or no fabric softener.

While we will make reasonable efforts to follow requested preferences, specific products may occasionally be unavailable. Customers with severe allergies or sensitivities should contact us before placing an order so that we can determine whether we can safely accommodate the request.

10. Sorting

Laundry will generally be sorted according to our standard procedures. Customers may request specific sorting preferences, including whites, lights, darks, towels, bedding, children's clothing, or other household groupings. Special sorting requests should be communicated before service.

11. Folding

Laundry will be neatly folded according to our standard folding process. Special folding requests may be accommodated when possible and must be communicated before service.

12. Turnaround Time

Estimated turnaround times will be communicated when service is scheduled. Turnaround times may vary due to order size, laundry type, special-care requirements, pickup and delivery scheduling, equipment availability, holidays, or unexpected service delays.

While we make every reasonable effort to meet estimated completion times, turnaround times are estimates and are not guaranteed unless specifically agreed upon in writing.

13. Pickup and Delivery

Pickup and delivery may be available within designated service areas. Additional fees may apply. Customers are responsible for providing accurate pickup and delivery information.

If a customer is unavailable during a scheduled pickup or delivery window, an additional fee or rescheduling requirement may apply. Laundry may not be left in an unsecured location unless the customer has specifically authorized this arrangement.

14. Customer-Provided Detergent or Products

If customers provide their own detergent or laundry products, they are responsible for ensuring that the products are appropriate for the items being cleaned. We are not responsible for damage resulting from customer-provided products.

15. Lost or Damaged Items

We take reasonable care to keep customer laundry together throughout the cleaning process. If an item appears to be missing or damaged, the customer should contact us as soon as possible. Claims should be submitted within 48 hours of receiving the completed order.

We will review reported issues and make reasonable efforts to determine what occurred. We are not responsible for pre-existing damage, normal wear and tear, manufacturer defects, damage resulting from improper care labels, color bleeding, shrinkage, damage caused by items left in pockets, damage caused by customer-provided products, or damage that could not reasonably have been prevented through standard laundry care.

16. High-Value Items

Customers should not submit irreplaceable, sentimental, antique, or unusually valuable items through standard laundry service — for example, heirlooms, vintage garments, designer or luxury items, or items with significant sentimental value. Customers who choose to submit such items do so at their own risk.

17. Unclaimed Laundry

Customers are responsible for retrieving completed laundry within the agreed-upon timeframe. Customers may be contacted regarding laundry that remains unclaimed. If laundry remains unclaimed for an extended period, additional storage fees may apply, and it may be subject to disposal or donation after reasonable attempts have been made to contact the customer, in accordance with applicable law.

18. Cancellations and Rescheduling

Customers should provide as much notice as possible when canceling or rescheduling a service. Late cancellations, missed pickups, missed deliveries, or repeated scheduling issues may result in additional fees. Any applicable cancellation or rescheduling fee will be communicated before being charged whenever reasonably possible.

19. Payment

Payment is due according to the payment terms provided when the service is scheduled. Accepted payment methods will be communicated to the customer. Orders may be held until payment is received when permitted by the applicable service arrangement.

20. Refunds and Service Adjustments

If a customer is dissatisfied with a service, they should contact us promptly so that we have an opportunity to review the concern. Depending on the circumstances, we may offer rewashing, service correction, a partial adjustment, credit toward a future service, or a refund. Any adjustment will be determined on a case-by-case basis.

21. Right to Refuse Service

We reserve the right to refuse or discontinue service for laundry that presents a health or safety concern, contains hazardous materials, contains active pests, requires professional specialty cleaning, cannot reasonably be cleaned using our available equipment and methods, violates applicable laws or regulations, or creates an unreasonable risk of damage to our equipment or other customers' laundry.

If service is refused, the customer will be notified as soon as reasonably possible.

22. Privacy and Customer Information

Customer information collected during the laundry service process will be used for purposes related to scheduling, communication, payment, service delivery, and customer support. We will make reasonable efforts to protect customer information and will not intentionally disclose customer information except as necessary to provide services, process payments, comply with legal requirements, or protect our business and customers.

23. Policy Changes

We reserve the right to update or modify this Laundry Service Policy as our services, procedures, or business needs change. The most current version of this policy will be made available through our website.

24. Customer Acknowledgment

By submitting laundry for service, the customer acknowledges that they have had the opportunity to review this Laundry Service Policy and agree to its terms. Customers are encouraged to ask questions about any part of the policy before submitting laundry.

Questions?

If you have questions about our laundry services, pricing, accepted items, special-care requests, pickup and delivery, or this policy, please reach out through our Contact page before scheduling your service.