Terms of Service

1. Agreement to these terms

These Terms of Service are an agreement between you and LaundryToGo. By clicking “Confirm pickup” when booking, by redeeming a gift, or by otherwise using our pickup and delivery laundry service, you confirm that you have read and agree to these terms.

If you book for someone else — including as a gift — you agree to these terms on your own behalf, you confirm you have that person’s permission, and you agree to make these terms available to them. We also ask the person whose laundry we actually handle to accept these terms when they schedule or accept a pickup.

2. The service — a laundry labor service

LaundryToGo is a laundry labor service. We do for you exactly what you would do at a self-service laundromat: we pick up your laundry, wash it, dry it, fold it, and return it. We provide the labor and the machines — not garment restoration, tailoring, dry cleaning, or specialty cleaning.

Because of that, unless you tell us otherwise, everything you hand us is washed and machine-dried on our standard settings — a regular wash cycle in cold water, with scented detergent. If an item needs anything different — no dryer, a delicate wash, unscented, hypoallergenic, or skin-sensitive detergent, or separate washing — you must tell us in your booking’s special instructions. We do not inspect individual garment care labels, so your instructions are the only way we know how you want an item handled.

3. What we can and can’t clean

We clean items that are safe for a standard household washer and dryer — everyday clothing, bedding, towels, comforters, and similar machine-washable items. We do not service the following:

• Dry-clean-only, designer, or couture garments, and leather, suede, or genuine-fur clothing such as fur coats. (Fur or faux-fur blankets and throws are fine — just flag them; see “Your instructions and special handling.”)
• Soiled laundry — items contaminated with bodily fluids, human or pet waste, blood, or vomit — and anything showing signs of bedbugs, ticks, mold, or other pests or infestation.
• Items contaminated with hazardous materials, chemicals, oil, wet paint, or biological waste.
• Rugs, other than small rugs and mats explicitly labeled as machine-washable.

If we discover an item we don’t service after pickup, we may return it unwashed, wash the rest of your order without it, or — where there is a health or safety risk — decline the order. We are not responsible for such items or for any effect they have on the rest of your laundry.

4. Your instructions and special handling

Our standard process handles most laundry well, but some items only come back the way you want if you flag them. Add any of the following to your booking’s special instructions:

• Do-not-dry or air-dry-only items. Keep them separate in your bag and note them, or they will be machine-dried with everything else.
• Delicate-wash items, and any temperature or detergent preference — for example unscented, hypoallergenic, or skin-sensitive detergent.
• New, dark, or brightly colored items. New and richly-dyed fabrics can bleed dye onto lighter garments in the wash, so tell us to wash them separately — otherwise they go in with the rest of your load.
• Fur or faux-fur blankets, throws, and similar bedding. A standard dryer’s heat can singe or ruin the fur, so flag them and we will tumble on low or no heat and return them slightly damp to finish air-drying.

If you don’t flag an item, we handle it on our standard settings, and we can’t take responsibility for an outcome that a special instruction would have prevented.

5. Booking, pickup, and delivery

• You are responsible for providing an accurate address and any access details (unit, buzzer, concierge, or safe pickup or drop-off spot) when booking.
• Pickups and deliveries happen within the window you select. Exact timing within a window can vary with traffic and route volume.
• If you choose a contactless or unattended pickup or drop-off location, laundry left at that location is at your risk before we collect it and after we deliver it.
• If we cannot complete a pickup because the laundry is not accessible or no one is available, see “Cancellations, rescheduling, and no-shows” below.

6. Bags left out for pickup

When you book, you authorize us to collect your laundry from the pickup spot you give us. Pickups are often contactless, and our driver collects whatever is waiting at that spot without opening or inspecting it — so we rely on you to leave out only what you want cleaned.

Because of that, any bag or container left at your pickup location on your scheduled pickup day is treated as your laundry for pickup. If there is anything at that spot you do not want us to take, you must clearly mark it “DO NOT PICK UP” or keep it out of the pickup area. Our driver cannot tell your laundry apart from anything else left there, so this is the only way we know, and we are not responsible for guessing.

If we collect a bag you left out and you later say it was not meant for us, the pickup is still a service you booked and scheduled, and you are responsible for its cost:

• If the laundry has not yet been washed — for example, we still have it unprocessed or we return it to you as it was collected — you are responsible for the $9.99 round-trip pickup and delivery fee, which covers the driver’s trip.
• If the laundry has already been washed and dried at our facility, you are ordinarily responsible for the full service charge (the per-pound wash-and-fold charge plus the $9.99 fee), because the work was already completed before the issue was raised.

We are reasonable about genuine mistakes. We will not wash a bag that is obviously not laundry or that is clearly marked not for pickup. And if a pickup was an honest mix-up — you tell us before we deliver it, or it is a first occurrence — we will waive the wash charge, and only the $9.99 round-trip fee applies. If you think a pickup was collected in error, contact us and we will work it out.

We will hold any laundry you decline to reclaim under “Unclaimed laundry” below. Returning or storing it does not cancel the charges you owe for the pickup or the service already performed.

7. Preparing your laundry

• Leave out only what you want cleaned. Anything at your pickup spot on pickup day is collected as your laundry, so clearly mark any bag you do not want taken “DO NOT PICK UP,” or keep it out of the pickup area (see “Bags left out for pickup”).
• Check all pockets before pickup. Items left in pockets — pens, lipstick, crayons, tissues, and the like — can stain or damage your other garments and our machines, and small valuables can be lost. We are not responsible for lost items, or for stains or damage that items left in pockets cause.
• Place laundry in a secure bag or container. Garbage bags, laundry bags, boxes, or suitcases all work.
• Keep do-not-dry and delicate items separate and clearly note them in your instructions.
• Separate — and flag — new, dark, or brightly colored items that could bleed onto lighter ones (see “Your instructions and special handling”).
• Do not include soiled, contaminated, hazardous, or pest-infested items (see “What we can and can’t clean”). We may decline, return, or safely set aside such items without washing them.

8. Delivery and drop-off

We return your laundry to the address and drop-off spot you give us, within your delivery window. Delivery is complete once we leave your order at that spot or hand it to you, your building staff, or your concierge — and from that point your laundry is in your care.

• If you choose contactless or unattended delivery — left at your door, lobby, mailroom, concierge, or another spot you designate — you accept the risk of leaving laundry there. We are not responsible for an order that is lost, stolen, taken by someone else, or damaged (for example by weather, pets, or pests) after we have delivered it.
• Please collect your order promptly. Once delivery is complete, the risk of anything happening to it is yours, and that risk grows the longer it sits unattended.
• If you would prefer a hand-to-hand delivery, tell us in your booking notes and be available during your window.

Where we can, we may record proof of delivery, such as a photo of the drop-off. Proof of delivery shows we completed delivery to your spot; it does not extend our responsibility for the order afterward.

9. Receiving your laundry back

Unpack your laundry promptly when it is delivered. Your items come back clean and folded in sealed bags for a tidy hand-off, but laundry is not meant to sit sealed in plastic.

• Take everything out of the bags on receipt and let it breathe. Items left sealed in bags — especially thick or dense ones — can trap residual moisture and develop a musty, mildew, or sour smell.
• Pay special attention to comforters, blankets, duvets, and pillows. Filled items can feel dry on the surface while the filling still holds moisture, or resist drying fully in the machine. Lay anything that feels even slightly damp out to air-dry completely before storing it.

We are not responsible for odor, mildew, or damage that results from laundry being left sealed in its bags after delivery.

10. Pricing and payment

• Wash and fold is billed by weight at $1.89 per pound, plus a flat $9.99 round-trip fee that covers both pickup and delivery. Your laundry is weighed after pickup for accurate billing, and the rates shown when you book are the ones that apply to your order.
• After your order is processed, we send an invoice by email and SMS with a secure payment link. Payment is due when you receive the invoice, and we may require payment before your laundry is returned.
• Prices are shown and charged in Canadian dollars on laundrytogo.ca and in US dollars on laundrytogo.com. Applicable taxes are added where required.
• A missed or no-show pickup is charged the $9.99 pickup and delivery fee to cover the driver’s trip (see “Cancellations, rescheduling, and no-shows”).
• If you leave a bag out and we collect it, that pickup is billable even if you later say it was not meant for us — the $9.99 fee if it was not washed, or ordinarily the full service charge if it was already washed and dried. We handle honest mix-ups in good faith (see “Bags left out for pickup”).
• If you think an invoice is wrong, contact us within 5 days of the invoice and we will look into it. We can share the recorded weight (and a photo of the scale) on request, and we will correct or re-credit any genuine billing error.
• Coupons and gift credits apply as described at booking and cannot be exchanged for cash.

11. Garment care, wear, and limitations

We take real care with your laundry: orders are handled individually, sorted into darks and lights, and returned neatly folded. Even so, machine washing and drying carries inherent risk, and you accept the following when you use the service:

• Because we do not read individual care labels, we rely entirely on your booking instructions for special handling. We are not responsible for damage to items that needed special care we were not told about.
• Fabric wears out. Every garment has a limited lifespan and can withstand only so many wash-and-dry cycles before its fibers weaken. Normal laundering can expose or accelerate wear on aging, thin, or already-weakened items — pilling, thinning, tears, elastic breakdown, or fading — and we are not responsible for damage that reflects an item’s age, condition, or normal depreciation.
• Some fabrics release dye when washed — new, dark, and brightly colored items especially — and that dye can transfer onto lighter items washed with them. Because we wash items together unless you tell us to separate them, we are not responsible for color bleeding or dye transfer between your garments.
• Normal effects of machine washing — such as shrinkage, fading, or wear to fragile fabrics — can occur despite proper handling.
• We treat visible stains as part of our standard process, but stain removal is not guaranteed, and some stains are permanent or set further with washing and drying.

These are inherent risks of machine laundering, not a waiver of our responsibility: each point above applies except to the extent a loss is actually caused by our own failure to handle your laundry with reasonable care (see “Lost or damaged items and how we resolve claims”).

12. Lost or damaged items and how we resolve claims

If something is missing, damaged, or not properly cleaned when your order comes back, please tell us within 5 days of delivery so we can collect and inspect the item in the condition it was returned. Reporting promptly matters — once items have been worn, washed again, or stored, we may not be able to determine what happened.

If an item simply didn’t come back as clean or fresh as it should have, the simplest fix is usually a re-wash, and we’ll take care of that or otherwise make it right.

When you raise a claim, here is how we handle it:

1. 1We schedule a pickup to collect the item and assess the issue firsthand.
2. 2We determine the root cause — whether it stems from our handling or from the item’s age, condition, care requirements, dye, or something left in a pocket.
3. 3We determine the resolution and any corrective next steps.

For a verified loss or damage caused by our handling, we compensate you based on the item’s fair market value, taking its age and condition into account. Except for the liabilities described below that cannot be limited by law, our maximum liability for any single order — whether for lost or damaged items or anything else arising from that order — is limited to the lesser of the fair market value of the affected items or ten (10) times the total amount charged for that order (the per-pound weight charge plus the $9.99 round-trip fee).

If you want higher protection for a specific high-value item, note its value in your booking before pickup and we will confirm any additional charge; otherwise the standard cap above applies.

Nothing in these terms limits or excludes any liability that cannot be limited or excluded by law — including liability for gross negligence, willful misconduct, or fraud, for death or personal injury caused by our negligence, or any right you have under consumer protection law (such as the deemed warranty that our service is of reasonably acceptable quality) that cannot be waived by contract.

Subject to that, and except to the extent a loss is caused by our own failure to handle your laundry with reasonable care, we are not liable for: items we do not service; dye transfer or color bleeding between garments; stains or damage caused by items left in pockets; normal wear, aging, or depreciation; laundry left in an unattended pickup or drop-off location before collection or after delivery; or odor or mildew from items left sealed in their bags after delivery.

13. Cancellations, rescheduling, and no-shows

• You can cancel or reschedule a pickup free of charge, as long as you let us know at least one hour before your pickup window starts. Text us, or use the links in your booking confirmation, so we can update the driver’s route in time.
• If you do not cancel or reschedule at least one hour ahead and the pickup cannot be completed — no one is available, the laundry is not accessible, or you are a no-show — the $9.99 pickup and delivery fee still applies to cover the driver’s trip.
• Once your laundry has been picked up, the order cannot be cancelled and will be billed normally.

14. Gift purchases

• Gift purchases are redeemable for LaundryToGo services as described at the time of purchase and have no cash value. They are not redeemable or refundable for cash except where required by law.
• Gift credits do not expire and carry no dormancy or service fees.
• The recipient’s laundry is handled under these same terms, and the recipient accepts them by scheduling or accepting a pickup.

15. Unclaimed laundry

If we cannot deliver your laundry — for example because the address is inaccessible or you do not respond to our messages — we will store it and keep trying to reach you. Laundry unclaimed 90 days after our first delivery attempt may be donated or disposed of in accordance with applicable law, and any outstanding charges remain payable.

16. Communications

By booking, you agree to receive transactional messages about your order (confirmations, pickup and delivery updates, invoices, and payment links) by email and SMS at the contact details you provide. Message and data rates may apply. These are service messages, not marketing.

Reply STOP to any text to opt out at any time (this may limit the order updates we can send you) and HELP for help; you can also opt out by texting, calling, or emailing us. Message frequency varies. Any promotional messages, if we ever send them, are separate and have their own opt-in and opt-out.

You agree to enter into this agreement and to receive the records related to it — including these terms, confirmations, and invoices — electronically.

17. Privacy

We collect the information you provide when booking — name, contact details, address, and order notes — and use it to schedule, deliver, and bill your order and to support you. We share it only with providers who help us run the service (such as scheduling, payment, and messaging providers) and do not sell it.

Our full Privacy Policy explains what we collect, why, how long we keep it, how to access or correct it, the providers we share it with, and how to reach us with a privacy question.

18. General limitations

To the fullest extent permitted by law, LaundryToGo is not liable for indirect, incidental, or consequential losses, and our total liability for any order is capped as described in “Lost or damaged items and how we resolve claims” above. Nothing in these terms limits rights you have under applicable consumer protection law that cannot be limited by contract.

We may decline or discontinue service where these terms are not followed, including for abusive behaviour toward our team or repeated non-payment.

We are not liable for any delay or failure to pick up, process, or deliver your laundry that is caused by events beyond our reasonable control — such as severe weather, natural disasters, utility or equipment failure, labour disruption, or government action. We will resume as soon as reasonably practicable and adjust charges where an order cannot be completed.

If any part of these terms is found unenforceable, that part is limited or removed to the minimum extent necessary and the rest stays in full effect.

Section headings are for convenience only and don’t affect how these terms are read. These terms, together with the details of your booking, are the entire agreement between you and LaundryToGo for the service and replace any earlier understandings.

19. Changes to these terms

We may update these terms from time to time. The current version, with its effective date, is always posted on this page, and changes apply to bookings made after they are posted. Continuing to use the service after a change means you accept the updated terms.