What we owe you, in writing.

Our guarantee

If you are not happy with how something came back, tell us within 48 hours of delivery and we will re-wash it at no charge. If it still is not right after that, we refund that item's share of the order.

This covers cleaning quality — the thing we control. It does not cover stains that were set before we received the garment, or damage that existed at pickup, both of which are covered further down.

If we miss your pickup or delivery window without telling you in advance, that collection is free. You will normally hear from us before a window closes rather than after it, because a warning is worth something and an apology is not.

Cancellation and rescheduling

More than 12 hours before your window

Free. Cancel or move it as many times as you need — call, text, or use the link in your confirmation email. Nothing is charged, because nothing has been charged yet.

Within 12 hours of your window

We ask for a callout fee of $15. By that point the morning's route has been built around your stop and the slot cannot realistically be refilled. If the reason is an emergency, tell us — this is a policy, not a rule we enjoy enforcing.

If nobody is there and there is no bag

We wait, we call, and we text. If we cannot collect anything, the same $15 callout fee applies. Choosing "leave at the door" when you book is the simplest way to make this impossible.

Recurring pickups

Skip an individual collection free of charge with at least 12 hours' notice. Pause or cancel the whole schedule at any time with no fee and no notice period — a standing slot is a convenience, not a contract.

Cancellations by us

If we cancel — vehicle trouble, weather, illness — you are told as early as we know, and the collection is rescheduled at your convenience with no charge. If we have already collected your laundry and cannot return it on time, we tell you before the deadline passes.

Lost and damaged items

We take possession of your property. That deserves a clear policy rather than a reassuring sentence.

Report it within 48 hours

Tell us within 48 hours of delivery, with a photograph where relevant. We cannot investigate a claim about a load that was returned three weeks ago, because by then neither of us can establish what happened.

Missing items

Every load is washed as a single customer's laundry — we never combine loads. That means a missing item is almost always still in our building, and is usually back with you the next day. If we genuinely cannot find it, it is treated as a lost item under the terms below.

Damage we caused

If we damaged or lost an item, we replace it at reasonable current value — what the item is worth now, not what it cost new, and not nothing. Our liability is capped at ten times the cleaning charge for that order, or $250 per item, whichever is greater. We do not argue about a $12 t-shirt; we will discuss a $900 coat.

What is not covered

• Damage from a defect already present in the garment, including weakened seams, thinning fabric or existing tears.
• Items washed contrary to their care label because that label was missing, illegible, or incorrect.
• Colour bleeding from a garment that was not colourfast, where this was not identifiable at sorting.
• Normal wear from laundering — fading, shrinkage and pilling appropriate to the fabric and the care instructions.
• Items left in pockets. Please empty them; we check, but we are not searching every seam.
• Cash, jewellery, electronics, keys, documents or anything else of unusual value left in the laundry. Do not send these to us.

High-value items

Tell us in advance about anything worth more than $250. We can handle it appropriately, or tell you honestly that it should go to a specialist instead. Items above that value sent without notice are covered only to the standard limit above.

Items we cannot clean

Some things arrive that we will not put through a machine. When that happens we set the item aside, tell you before we process the rest of the load, and return it unwashed at no charge.

• Anything contaminated with hazardous material, chemicals, or bodily fluids beyond ordinary domestic soiling.
• Items with visible mould growth, which contaminates equipment and other customers' laundry.
• Leather, suede, fur, and structured or heavily embellished garments.
• Anything labelled dry-clean only, unless you have specifically asked us to handle it and accepted the risk in writing.
• Items so damaged that laundering would clearly destroy them.

We would rather have an awkward conversation about one garment than return a bag with something ruined in it.

Payment and disputes

Laundry is priced by weight, so nothing is charged when you book. Your load is weighed at pickup and you receive the real total before we process it. Payment is taken after that.

If the weighed total is materially higher than the estimate you were shown, we contact you before starting and you may cancel at that point at no charge. We will return your laundry unwashed.

If you believe you have been charged incorrectly, contact us before raising a dispute with your bank. Weight records are kept for every order and we will show you ours. Genuine errors are refunded without argument.

Invoices on commercial accounts are due within the terms stated on the invoice. Collections may be paused on accounts significantly overdue, with notice first.

Uncollected laundry

If we cannot deliver your laundry back to you — no access, no response, no alternative arrangement — we hold it safely and keep trying to reach you.

After 30 days without contact, and after written notice to the email and phone number on your booking, uncollected laundry may be donated to a local charity. We would very much rather return it to you; this exists because the alternative is storing bags indefinitely.