Our policies

Cancellation & Rescheduling Policy

Changing or canceling a pickup

You can cancel or reschedule your pickup for free until midnight the night before your scheduled pickup. Reply to your confirmation text or cancel from your account.

Late cancellations

If you cancel on the morning of your pickup, or the driver arrives and no laundry is out, a $10 missed-pickup fee applies. We send a reminder text the evening before.

After pickup

Once your laundry is picked up, the order cannot be canceled. It goes into processing immediately to meet next-day delivery. If there is a problem with your order, text us and we will fix it.

Recurring pickups

Customers on a weekly or biweekly plan can skip or pause any pickup for free before the midnight cutoff. Skipping does not change your plan or pricing.

Deliveries

You do not need to be home. During checkout you choose whether to authorize doorstep delivery. If you authorize it, we leave your clean laundry at your door and text you a confirmation. If you do not, someone must be there to receive the order; if no one is available, we bring it back and redeliver the next day.

Weather and holidays

If severe weather or a holiday forces us to move your pickup or delivery, we will text you the new time as early as possible. You will not be charged a fee for a change we make.

Lost & Damaged Item Policy

Report problems within 4 days

Check your order after delivery. If anything is missing or damaged, text or email us within 4 days of delivery with a description of the item and your order number. Claims reported after 4 days cannot be accepted because orders are processed and bags are reused daily.

How claims are resolved

We respond within 2 business days. If we lost or damaged an item, we reimburse the item's current depreciated value, up to $50 per item and $250 per order, as a refund or account credit. Like all wash-and-fold services, we do not reimburse at full replacement price.

Check your pockets

Empty pockets before pickup. We are not responsible for cash, cards, jewelry, electronics, or anything left in pockets, or for damage those items cause to a load. If a pocket item stains a load, we will rewash the load once for free but will not reimburse for the damage.

Do not include:

• Dry-clean-only or hand-wash-only items. Everything is machine washed and dried.
• Heavily soiled items (chemicals, grease, biohazards).
• Sentimental or irreplaceable items.

These items are washed at your own risk. Normal wear such as fading, shrinkage of delicate fabrics, and loose buttons is not covered.

Special care instructions

If an item needs specific handling, such as hang-dry or cold wash, note it on your order or on the bag. We follow written instructions. If we miss one, the damage is covered under this policy.

Missing bags

Every bag is weighed and logged at pickup and again before delivery. If an entire bag is lost, we refund that order in full and reimburse up to the $250 per-order cap.