Service Area
Laundryless serves Ottawa at launch. Pickup and delivery are included for every address inside the area we currently serve. There is no fuel, distance, or delivery fee. When you book, we check your postal code against that area, and an address outside it cannot book.
The service-area check on our website is a quick guide. The booking form checks your address again before your pickup is confirmed. If your postal code is not served yet, you can contact us or ask to join the waitlist, but we cannot book a pickup there until we serve it.
We run every pickup and delivery ourselves. Laundryless is a single local operator, not a marketplace.
Pickup Windows
You choose a pickup window when you book. The booking form shows only windows that are open for your address on that day, and we hold your window when you confirm. If a window fills up or closes before you confirm, the form asks you to pick another.
Please have your laundry ready before your window starts, and add clear access details. If your building needs a buzzer code, a concierge handoff, loading access, or special instructions, add them in the booking note before you confirm.
Weather, traffic, building access, and how busy we are can affect pickup timing. If a confirmed pickup cannot happen as planned, we will contact you and offer a practical next step.
Item Eligibility
Every service books online at its published price. Wash and fold is charged by the pound. Bedding, dry cleaning, commercial, and Airbnb linens are charged by the item. Each booking covers one service, so send different services as separate bookings in the same pickup window. If an item is not on the price list, contact us before you book.
Please do not send hazardous materials, heavily contaminated items, items with pests, wet items likely to mildew, valuables, electronics, cash, documents, or items that cannot safely be laundered. If an item needs special handling, contact us and describe it before you book.
We may refuse an item, pause an order, ask for more information, or return an item unwashed if it is unsafe, not something we clean, mislabeled, different from what was booked, or likely to damage other laundry. If we find something in a wash and fold bag that needs dry cleaning, we set it aside and contact you, and we clean it only if you say yes.
Damaged/Lost Items Process
If an item comes back damaged or goes missing, contact us with your order number, a description of the item, and any photos you have. We will review it and reply through the same support channel.
Please tell us as soon as you notice the problem, while the details are still fresh. Keep the item, its packaging, and any photos until we reply. For a missing item, describe it clearly and tell us whether it may have been packed with another bag from your home.
You can help prevent problems by pointing out stains, weak seams, loose buttons, or missing care labels in the booking note, and by emptying pockets before pickup.
Turnaround Times
Standard orders return within 48 hours of pickup. A 24-hour rush is available for an added fee, shown in the booking form before you confirm.
Turnaround is a target. Large loads, bulky bedding, building access problems, weather, or waiting on an answer from you can delay an order. We may decline a rush for delicate or structured items that need extra time, and we tell you why.
If timing is critical, choose the rush at booking or tell us in the booking note before you confirm.
Communication
We keep in touch by email. We do not offer live chat. Please watch the email address you booked with for order and support messages.
We reply to support requests within 48 business hours, and order emails are sent within 5 minutes of the update they describe.
Use the contact page when a detail changes, such as your address, access notes, item count, or pickup availability. Clear messages help us fix issues faster.
