We follow standard care practices. Some fabrics carry inherent risks (shrinkage, dye bleed, loose trims, weak seams).
- Liability Cap: Reimbursement for damage is limited to 5× the cleaning cost of the item, up to $75 per item and $300 per order.
- Exclusions: Non-colorfast fabrics; missing/incorrect care tags; pre-existing damage; ordinary wear; fragile accessories; manufacturer defects; items marked “hand wash,” “lay flat,” or “dry flat” that aren’t separated and labeled.
- Stains: Complete removal is not guaranteed. Aggressive methods are used only with your consent due to risk.
- Claims: Submit within 48 hours of delivery with photos; keep the item for inspection.
Example: If a shirt’s cleaning line item is $4, the maximum reimbursement for that shirt is
5 × $4 = $20, not to exceed the per-item or per-order caps above.
5) Lost Items
- Counting & Tracking: Orders are tagged and tracked by bag and weight; small items (e.g., socks) can shift between loads—we use garment bags to reduce loss.
- Resolution: If we cannot locate an item after investigation, reimbursement (if owed) follows the same caps as damaged items: up to $75 per item / $300 per order, with proof of value when available.
- Pockets: We are not responsible for money, cards, electronics, pens, or other objects left in pockets; these can also damage garments.
6) Customer Responsibilities
- Empty all pockets; remove belts, detachable trims, and valuables.
- Separate or clearly label special-care items (e.g., “cold wash,” “hang dry”).
- Place delicate items (lingerie/hosiery) in a mesh bag and label as delicate.
- Flag stains and special instructions in the order notes.
- Ensure safe, legal access at the scheduled time; provide building codes or concierge instructions.
7) Turnaround
- Coverage: We currently serve designated neighborhoods on our route map. Orders outside the zone may be declined or scheduled on limited service days.
- Typical Turnaround: 2 business days from pickup to delivery (excluding holidays/severe weather).
- Blackout/Holiday Periods: Some dates have modified schedules; we will communicate adjustments in advance.
8) Limitations
- Not Accepted: Fur, leather, suede, wedding gowns, couture, heavy rugs, heavily soiled shop rags, or items contaminated with bodily fluids, bedbugs, mold, chemicals, or hazardous materials.
- Allergy-Sensitive Processing: Fragrance-free detergent available upon request (capacity permitting). Cross-contact is minimized but not guaranteed.
- Excessive Soil/Pet Hair: Additional handling fees may apply or the item may be declined.
9) Pickup/Delivery & Risk of Loss
- Unattended Service: With your permission, we may pick up from or deliver to a secure location you designate (porch/locker/concierge). Risk of loss transfers once items are left as instructed.
- Weather: We package to resist normal weather; please choose a sheltered drop spot.
- Access: If access is unsafe or unlawful, we may refuse service and reschedule.
10) Pricing & Promotions
- Prices, fees, and promotions are subject to change. We honor the price quoted at pickup for that order.
- Promotions and credits are non-transferable and may not be combined unless stated.
- Unclaimed Orders: After notice, storage fees of $2/day may apply. Orders unclaimed after 90 days may be considered abandoned and handled per local law.
11) Privacy
- We collect only what we need to provide service (contact, address, order history, payment tokens).
- Payment data is processed by our PCI-compliant payment partner; we do not store full card numbers.
- We do not sell customer data. See our separate Privacy Notice for details.
12) Policy Changes & Governing Terms
- We may update these policies; changes post here with a new “Last updated” date.
- If any policy is found unenforceable, the remaining policies remain in effect.
- These policies work alongside any Service Agreement or Website Terms of Use.
