Updated terms and condition policy

Suitability for Laundering

By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process. Similarly, we reserve the right to refuse to service items that we feel will be hazardous to our staff, such as items heavily soiled with human or animal waste. This is for the health and safety of our team. PLEASE CLEARLY MARK ALL DRY CLEANING ITEMS IN A SEPARATE BAG.

Damaged Laundry

We will do everything we can to avoid damaging your laundry. Unfortunately, there are limitations to what we can do. For example, we can't check your pockets to see if you have left anything in them. Therefore, we can't be held responsible if something gets left in your laundry (like pen, airpods, etc) and is damaged by the laundering process. Any items we do find before or after they have been washed or dried, we will make sure to return them to you with your clean laundry.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble.

Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is "dry-clean only," or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us.

Lost Laundry

We would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so.

Reporting Missing Items

  • Customers must report any missing item within 48 hours of order pickup or delivery.

  • Reports received after 48 hours will not be eligible for investigation or reimbursement.

  • Customers should inspect their order as soon as possible after receiving it.

Investigation Process

  • Upon notification, our team will conduct a thorough search and review of order records.

  • Customers may be asked to provide a detailed description of the missing item, including brand, color, size, and any distinguishing features.

  • Investigations may take up to 14 business days to complete.

Reimbursement & Credit

  • If the item is determined to have been lost while in our care, reimbursement will be issued as an account credit.

  • Credits are based on the item's current depreciated value, not replacement cost.

  • The maximum reimbursement for any single item is $50.

  • The maximum reimbursement for any wash and fold order is 10 times the processing charge for that order, not to exceed $250.

  • Credits will be applied to the customer's account within 7 business days after the claim is approved.

Exclusions

We are not responsible for:

  • Items left in pockets.

  • Pre-existing damage, wear, or fading.

  • Delicate items not identified at drop-off.

  • Claims reported more than 48 hours after pickup or delivery.

Rest assured, we carefully track your clothes. For instance, we tag all our baskets with your name, and your clothes are never loose in our facility unless they’re inside a machine, on the folding table, or in their own laundry cart waiting to be folded.

If you do believe you are missing something from your delivery, please notify us within 48 hours of receiving your clean clothes — we are much more likely to find misplaced laundry if it is reported early.