Terms of Service

We collect laundry and dry cleaning from an address inside one of our service areas, clean it, and return it to the address you choose. Service areas, pickup days and time windows are shown during booking and may change. Each window has limited capacity; when it is full it is no longer offered online, though we may be able to fit an additional stop in by arrangement — see section 3.

• You must be at least 18 and provide accurate contact details, including a phone number we can reach you on about your order.
• Keep your password private. You are responsible for activity under your account.
• We may suspend or close an account used for fraud, abuse, or repeated non-payment.

• Prices are shown per item, per pound or per bag on our price list at the time of booking, plus applicable taxes and any delivery fee. Some items have a minimum quantity, shown during booking.
• Payment is taken in full at booking through Stripe. A booking that is not paid is not an order: it is held for 24 hours and then discarded automatically.
• Item counts and weights are confirmed at pickup. If the actual count or weight differs from what you booked, we adjust the charge to match: a small difference is charged or refunded automatically to your card on file, and a larger balance is sent to you as a payment link. We will not clean items that were not booked and cannot be paid for.
• Service outside our normal schedule. If you ask us to collect or deliver on a day we do not normally serve your area, or in a window that is already full, we may be able to arrange it for an additional charge. We are not obliged to, and we will always tell you the amount and agree it with you before anything is charged. It is taken as a separate payment from the original order, so it appears as its own charge on your statement, and applicable taxes are added to it.
• Bulky items (comforters, blankets, pillows and similar) and items not on our price list are priced individually. Ask us before booking if you are unsure.
• Promo codes are subject to their own conditions (minimum order, expiry, number of uses) and cannot be exchanged for cash.

• Same-day pickup is available when a window starts at least 2 hours after you book.
• The earliest delivery is 2 business days after pickup (weekends and holidays do not count). You may choose a later date and any delivery window we offer on that day.
• Please have your items ready at the start of the pickup window. If nobody is available and there is no safe place to leave or collect items, we may treat the stop as missed; a missed pickup may be rebooked, and a missed delivery may be rescheduled or, if it happens repeatedly, incur a redelivery fee.
• Pickup and delivery dates and windows can be changed after booking by agreement — contact us and we will move them where we can. We email you whenever a date or window on your order changes. A change onto a day we do not normally serve your area, or into a window that is already full, may carry the additional charge described in section 3.
• Delivery dates are targets, not guarantees. Weather, traffic, equipment problems or unusual volume can cause delays; we will keep you informed by email and, where possible, offer a new window.
• If you ask us to leave items unattended (for example at a door), you accept the risk of loss or damage after we leave them.

• You can cancel a paid order yourself from your orders page until 12 hours before the pickup window starts. We refund the full amount to your original payment method; refunds usually appear within 5–10 business days.
• Within 12 hours of the pickup window, please contact us — the stop is already planned into our route, and we will do our best to help.
• Once items have been picked up, the order cannot be cancelled. If you are unhappy with the result, tell us within 48 hours of delivery and we will re-clean the items at no charge or agree a fair partial refund.
• If we cancel an order for a reason on our side, you receive a full refund.
• Where an order carried an additional charge for service outside our normal schedule, that charge is refunded with the order.

• Empty all pockets. We are not responsible for items left in pockets (cash, cards, keys, pens, lip balm) or for damage they cause to other items in the load.
• Tell us about stains, delicate fabrics, or special care requests in the special instructions or on the care label. We follow care labels; items without a label are cleaned using our best judgement, at your risk.
• Do not send us items that are contaminated with hazardous material, heavily soiled with bodily fluids, infested, or that contain valuables. We may decline such items and return them uncleaned.
• Wash & Fold is sorted and washed by load; we cannot guarantee that colours will not run on items that are not colourfast.
• Dry cleaning: we are not responsible for colour bleeds or fading. Dyes react to solvents and heat in ways that cannot always be predicted, especially on older, hand-dyed or previously treated garments. We will do our best to remove stains on every item, but some stains are set and cannot be removed without damaging the garment, and stain removal cannot be guaranteed.

• We take care with every item, but cleaning carries inherent risks — shrinkage, colour loss, weakened fabric, missing buttons or embellishments — that we cannot always prevent. We are not liable for damage caused by a manufacturer's defect, a wrong or missing care label, prior wear, or an item's own construction.
• If we lose or damage an item through our fault, we will repair it, replace it, or pay compensation of up to 10 times the cleaning charge for that item, to a maximum of $200 per item. This is the full extent of our liability for any single item.
• Claims must be reported within 48 hours of delivery, with the delivery photo or signature record and a description of the item. Please keep the item until the claim is resolved.
• Items not collected or that cannot be delivered within 60 days despite our attempts to reach you may be donated or disposed of.

To the extent the law allows, our total liability to you for any order is limited to the amount you paid for that order, except as set out in section 7 for individual items. We are not liable for indirect losses such as lost time, lost income or replacement purchases. Nothing in these terms limits liability that cannot be limited under Ontario law, including under the Consumer Protection Act, 2002.

• You may use the site only to book and manage your own orders. Do not attempt to access other customers' information, interfere with the service, or use automated tools against it.
• The site, its content and branding belong to us. You may not copy or reuse them without permission.
• How we handle your personal information is described in our Privacy Policy, which forms part of these terms.

• We may update these terms; the date at the top shows the current version. Changes apply to orders placed after the change.
• These terms are governed by the laws of Ontario and the federal laws of Canada that apply there. Any dispute will be dealt with in the courts of Ontario, after we have first tried to resolve it with you directly.

info@highclean.ca · 4164743138