Protection policy

If something is not right, we make it right, up to what you paid.

Effective September 20, 2026. This policy is part of our Terms of Service and applies to every order, including business plans and gift pickups.

1. Report within 48 hours

Tell us within 48 hours of the delivery photo by replying to your delivery email or writing to contact@laundrywashandfoldpickup.com. Include your order number, what happened, and photos. We answer every report within one business day. An order not reported within 48 hours is accepted as delivered in good order and is closed.

2. What we do, and the only things we do

• Not clean. We re-wash that bag once, free, or refund that bag's price. We choose which.
• Someone else's laundry in your order. Every bag is washed on its own, so this should not happen. If it does, we collect it, return it, and refund the price of each bag affected.
• A whole bag lost in our care. A bag counts as lost in our care when we have a pickup photo of it and no delivery photo. We search for seven days. If it is not found, we refund that bag's price plus its share of the delivery fee. That is the full remedy for a lost bag.
• Damage. We do not inspect items before washing, and worn garments can fail in any wash, so we do not accept responsibility for the condition of individual items. Where our own process clearly caused the damage (for example a wrong cycle on our side), we may, as a goodwill gesture and at our sole discretion, refund up to that bag's price. We never pay an item's value.
• A single item missing. We do not count or list the items in a bag, so we cannot verify what a bag held. Individual missing items, including socks and one half of a pair, are not covered. Tell us anyway: we check the facility and return anything found with your next order.

Nothing beyond this. We do not reimburse item value, replacement cost, repair, tailoring, dry cleaning, your time, travel, inconvenience, or any indirect or consequential loss. A refund under this policy goes to your original payment method, or to a credit on your account if you prefer, within five business days, and is the complete and final settlement of that order. One claim per order.

3. What you confirm when you leave a bag out

By leaving a bag for pickup you confirm that:

• Everything in the bag is yours or you are authorized to send it, and you accept this policy for all of it.
• Everything in the bag can be machine washed on a normal cycle and tumble dried on medium heat. Anything whose care label says otherwise, and anything with a missing or unreadable label, is sent at your own risk.
• Every pocket is empty. Pens, lipstick, crayons, gum, earbuds, cash, cards, keys, tissues, and anything else left in a pocket, and any marks or damage they cause to that bag's contents, are not covered.
• Colors you want washed apart are in separate bags. Each bag is one load. Color transfer between items in the same bag is not covered.
• Nothing from our do-not-accept list is inside: comforters, duvets, pillows, rugs, curtains, pet beds, dry-clean-only pieces, silk, leather, suede, wool, cashmere, and anything with grease, paint, oil, or hazardous soil. If we find such items we return them unwashed and they are not covered. If a bag is mostly such items, we bring the whole bag back unwashed and refund that bag's price; the delivery fee is not refunded.
• No valuables. Jewelry, watches, electronics, documents, and cash are never covered.

4. Never covered

• The value of any item, for any reason.
• Wear that was already there, or that shows up in a normal wash: fading, shrinking, stretching, pilling, loose threads, lint, missing buttons, broken zips, worn elastic, and color loss.
• Stains that do not come out. We do not treat stains or hang-dry.
• Items with a missing, damaged, or unreadable care label, and items whose label says not to machine wash or tumble dry.
• Anything on the do-not-accept list, anything left in a pocket, and anything the pocket item damaged.
• Single missing items, including socks and one half of a pair.
• Bags outside your door before our pickup photo or after our delivery photo. We photograph both. Between those two photos the bag is in our care; before and after, it is in yours. Weather, theft, animals, or a bag taken by someone else at your address are not covered.
• Anything not reported within 48 hours of the delivery photo.

5. How claims are decided

We decide claims from our pickup and delivery photos, our wash log (each bag is one load, so we know exactly what was washed, when, and how), and what you send us. We may ask for photos of the item and of the care label before we decide, and we may ask to collect the item for inspection. A refund is not owed until a claim has been reviewed and accepted under this policy. Please contact us before disputing a charge with your bank; a chargeback does not change what this policy covers.

6. Health and safety

Bags containing bodily fluids, mold, pests, or chemicals are returned unwashed at no charge, and we may decline future orders from that address.

7. Limits

Our total responsibility for any order, under this policy, our terms, or otherwise, is limited to the amount you paid for that order, and for any single bag to the price you paid for that bag. This is the whole of what our satisfaction guarantee means: a re-wash, or your money back for the bag, nothing more. We may update this policy; the date at the top shows the current version, and an order is covered by the version in force when it was placed. Nothing in this policy limits rights that California law gives you and does not allow us to limit.