Case 01 路 Cancellations and Refunds
Cancellations and Refunds
You can cancel a booking for free from your account until we mark the pickup as on the way. Your card is saved at booking and charged only after delivery, so a free cancellation means nothing is charged.
After the pickup is on the way, contact us to cancel. If you cancel at that point, or we cannot collect your laundry when we arrive, a trip fee may apply. It is the only charge we make without a delivery. Contact us if you want to know the current trip fee before you book. To change a booking, cancel it before the pickup is on the way and book again, or contact us.
If something goes wrong on our side, such as a missed pickup or work that does not match what you booked, contact us. We review the order and may refund all or part of the charge. Refunds go back to the card that was charged, and the HST on the refunded amount is refunded with it.
Back to policy mapCase 02 路 Weight Disputes
Weight Disputes
Wash and fold is weighed after pickup. We record the actual weight to the nearest 0.1 lb, then the 15 lb minimum applies. The weight you enter at booking is only an estimate; the final charge uses the recorded weight. We can attach a photo of the scale to your order.
If the weight looks wrong, open a weight dispute from the order in your account and tell us what looks off. We review the recorded weight, any scale photo, and our order notes, and reply through a support ticket.
Your card is charged once, after delivery, for the recorded weight. If we find the weight was wrong after your card was charged, we refund the difference to the same card.
Back to policy mapCase 03 路 Per-Item Orders
Per-Item Orders
Bedding, dry cleaning, commercial, and Airbnb linens are charged at the published price for each item you book. An order of per-item services has a $20.00 CAD item minimum, and the booking form shows how much more to add if you are under it.
If an item is not on the price list, contact us before you book. If we find something in a wash and fold bag that needs dry cleaning, we set it aside and contact you. We clean it and charge for it only if you say yes.
If we cannot clean an item safely, we set it aside, return it unwashed, and explain why. The rest of the order carries on as normal.
Back to policy mapCase 04 路 Recurring Pickup Pause
Recurring Pickup Pause
A recurring schedule is not a prepaid plan. Each pickup is its own order and is charged after that pickup is delivered.
You can pause, skip, or cancel your schedule from your account. A single pickup can be cancelled for free until we mark it as on the way, the same as any booking.
If a charge fails, we do not retry it automatically. We email you to update your card, and the schedule pauses. It starts again once the unpaid order is paid.
Back to policy mapCase 05 路 Contact
Contact
Send refund and cancellation questions through the contact page. Include your order number, the email address you booked with, the service, the pickup date, and the reason for your request so we can review it without extra back and forth.
We reply within 48 business hours. Some refund questions take longer to settle because we need to check the order, the payment, and our notes. We reply through the channel you used or another practical one.
Do not send card numbers, passwords, or unrelated sensitive documents through the contact form. If we need a photo, such as of a damaged item, we will tell you how to send it.
Keep the request plain and specific. Clear details help us fix the issue without asking you to repeat the whole order history.
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