RezLaundry Terms and Conditions

CANCELLATION POLICY

1. Refund policy:
1. We know you'll love RezLaundry but if after your first wash you decide it's just not for you, we'll provide a full refund of your subscription before the second week of service--no questions asked. 

PICK-UP AND DROP-OFF SERVICE GUIDELINES

2. Customer must leave bag in specified area before 12PM on day of pick-up.
1. If customer bag is not present at the time of pick up (12PM):
1. It is the responsibility of customer to inform RL that they were unable to leave bag, at least 24 hours before 11AM on day of pick-up.
2. In this case, RL will allow double the weight of laundry for the following week of service. This means that 30lbs of laundry will be collected by RL by a customer who did not leave laundry out the previous week and informed RL according to 1(a)(i).

3. RL will return bags of clean laundry by the end of the day after laundry bags were picked up, by 5PM.
1. If RL fails to deliver bag by 5PM, customer will be refunded for 1 week of delayed service.

4. Customer agrees to have laundry picked up from and delivered to designated locations. RL is only liable from time period beginning at time of pickup and ending at time of drop-off the following day before 5PM.

1. It is the customer’s responsibility to keep track of safety of their bag before pickup and after drop-off.
2. RL will track liability at every key point of operations:
1. Time of laundry bag pick-up at designated pick-up/drop-off location.
2. Time of unloading of laundry bag from RL transportation to storage location
3. Time of transfer of laundry bag from storage location to laundry service provider, BubbleLand Laundry.
4. Time of transfer of laundry bag from BubbleLand Laundry to RL at storage location, on following day.
5. Time of loading of laundry bag into RL transportation at storage location.
6. Time of laundry bag drop-off at designated pick-up/drop-off location.

5. Customers must be able to tightly close drawstring of laundry bag, as to prevent clothes slipping out and being lost.
1. If unable to fully close drawstring, customer must remove clothing items in order to ensure bag is closed securely.
2. If RL receives bag from customer with drawstring not fully closed, RL will notify customer and will then not be responsible nor liable for any loss of clothes during the laundry service process.

LAUNDRY SERVICE GUIDELINES

6. Customers must ensure each week’s worth of laundry weighs 15lbs or less.
1. RL provides guide for what clothes and what quantities of clothes add up to 15lbs, however reminds customers that recommendation table in Appendix 1 is only an estimate, and customer is ultimately responsible for adhering to weight limit.
2. RL weighs laundry bags at storage space after pick-up and before drop-off and tracks the weight of each customer’s laundry bag.
3. If there is a discrepancy in the weight of any bag between third party weight measurement or customer weight measurement, weight measured by RL Managers in store shall stand.
4. If bag exceeds 15lbs at time of weigh-in after pick-up, customer will incur additional fee of $1.50 per pound that exceeds 15lbs.

7. RL offers detergent options for laundry services
1. Detergent options offered:
1. Regular detergent, scented.
2. Hypoallergenic detergent, unscented.
3. Use Fabric Softener
4. Do not use Fabric Softener
2. It is the responsibility of the customer to select their detergent preferences at the time of order confirmation.
3. If no detergent preferences are selected, default regular detergent option is selected, and RL will not be liable for any damages or injury due to detergent type.

8. Customer laundry is washed in cold water, and not combined with other customers’ laundry. Light clothes and dark clothes are separated. All clothes are dried on low heat.
1. RL recommends customers not to include any clothes that are susceptible to shrinkage and/or color bleeding.
1. If laundry service provider determines that a garment shows susceptibility to color-bleeding and/or shrinkage, garment will not be washed, and RL will return garment unwashed. If the garment is not washed, it will be returned to the customer with a note.  
1. RL recommends that new clothes should be washed prior to using RL laundry service as to rinse out any loose or unstable dyes.
2. RL recommends that garments that are made of natural fabrics like cotton, wool, and linen are more prone to shrinkage due to consolidation than with synthetic fibers like polyester, acrylic, and nylon.
2. RL will not be responsible for any color-bleeding and/or garment shrinkage issues.

9. If customer is not satisfied with the quality of service, RL encourages a customer complaint form to be filed 24 hours after laundry bag is received.
1. Customer should contact RL with the following information:
1. List of clothing item(s)
2. Nature of complaint(s)
3. Image(s) of clothing item(s)
2. After RL investigates into nature of complaint, and determines that:
1. Item was not washed properly, RL will work with the customer to determine if garment(s) can be re-washed. RL will give customer the opportunity to put that piece of clothing into next week's load, and the weight of that item will be excluded from the 15lbs max limit.
1. If washed for the second time, and still not clean, RL will inform customer that the garment(s) needs further specialized care that RL cannot offer
2. Garment(s) requires specialized care, RL will recommend for the customer to seek external specialized services that RL cannot carry out

10. RL allows for special requests from customers..
1. Special requests must be written on a note that is attached to collar, waist, top of garment(s) or placed in top of bag with clear description of the clothing item.
2. Please note that not all special requests can be granted, and will be reviewed on a case-by-case basis. RL will inform customer of any special request rejection

LOST / DAMAGED ITEMS GUIDELINES

11. RL is not liable for any items in the pockets of a garment(s) or item(s) left in the bag. This includes:
1. Damages to a garment(s) that are the result of a item(s) left in clothing or bag
2. Damages to the item(s) left in clothing or bag

12. If RL loses customer laundry bag in its entirety, the customer is entitled to a maximum reimbursement of $400 that is considered sufficient for replacement of all clothes inside the bag.

13. If a garment(s) is lost or damaged while in the care of RL, RL will work with the customer to determine:
1. If garment(s) can be repaired or restored to good condition, refer to item 8(b)(i).
2. If garment(s) is permanently damaged due to item left in pocket / laundry bag by the customer, refer to item 11.
3. If garment(s) is permanently damaged, and is determined by RL that the damage was a direct result of RL’s cleaning and laundry process, RL will reimburse the customer for the item of clothing, according to IFI standards. IFI standards and maximum reimbursement rates are outlined in Appendix 2.
4. All reimbursements will be given at the discretion of RL managers.

APPENDIX 1

APPENDIX 2a (IFI)

 

APPENDIX 2b (Insurance Table)