Protection policy

If something is not right, we make it right.

Effective September 20, 2026. This policy is part of our Terms of Service.

Report within 48 hours

Tell us within 48 hours of delivery by replying to your confirmation email or writing to contact@laundrywashandfoldpickup.com. Include your order number and a photo if you can. We answer every report.

What is covered

• Lost bags. If a whole bag goes missing in our care, we refund the order and reimburse the contents up to $200 per bag.
• Damage caused by us. If we damage an item through a washing or drying error, we reimburse the item's depreciated value, up to the total of the order.
• Wrong laundry. Every order is washed on its own, so this should never happen. If it does, we collect, re-wash and redeliver at no charge and refund the order.
• Not clean. If something comes back and is not clean, we re-wash it free.

What is not covered

• Socks and single items. We are not liable for lost socks or unmatched pieces. The other half of a pair is usually still at home.
• Items left in pockets. Pens, earbuds, cash, keys, tissues, and anything else left in a pocket, and any damage they cause to the load.
• Items we do not accept that are placed in a bag anyway: comforters, pillows, rugs, dry-clean-only pieces, silk, leather, wool, and anything with grease, paint, or hazardous soil.
• Normal wear. Fading, shrinking, pilling, or loose threads on garments that are already worn, or on items with damaged or missing care labels.
• Colour bleed from items washed together in your bag. We wash each bag as one load. Separate colours into different bags if you want them washed apart.
• Bags left outside before pickup or after delivery. We photograph every pickup and drop-off. Once a bag is at your door, it is in your care.

Limits

Our total responsibility for any order is limited to the amount paid for that order, except for a lost bag as described above. Claims are settled by refund, credit, or reimbursement at our choice.

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.