Loads-N-Suds may, at any time, modify the terms and conditions of` our relationship via this agreement. Therefore, we encourage you to check back frequently to familiarize yourself with any changes.

​

The goal of Loads-N-Suds doorstep laundry pickup and delivery service is to provide our customers with a garment care experience like no other.  Caring for your items is of utmost importance to us, so much so, we treat it as if it were our own.  Even though our goal is to provide you, our customers, exceptional service regarding the handling of your items, we want to ensure that there are some rules in place that both you, the customer, and we, Loads-N-Suds, understand about our relationship. Because we want to ensure that your items are well treated, and they are returned to you in a fashion that is in line with our mission, we have established the following terms and conditions to help us deal with any issues that may arise during our relationship or that may arise during the handling of your items by our staff and/or third party providers. 

​

GENERAL TERMS OF SERVICE

​

Suitability for Laundering

​

      By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using medium heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process. As with our standard laundry process, Loads-N-Suds cannot be responsible for wear and tear resulting from cleaning, for very delicate items such as buttons or sequins, or for clothing missing proper care labels.  In addition, we ask that you check your pockets prior to sending in your garments and items for laundry, dry cleaning, alteration, and/or any other services.  While we make every effort to check  pockets thoroughly for items that may damage your items during our processes, we take no responsibility if any damage occurs as a result of contents that were in the pockets of your items.

​

Minimums

​

    For all service orders there is a minimum fee of $30.  We will gladly pick up any request for service. However, if we pick up an order that totals under the minimum ($30), the customer will be charged the minimum by default. 

​

Scheduling

​

     You may schedule a pick up by going to loadsnsuds.com and creating or signing in to your account and scheduling prior to 5 am on the day you would like service. Our online scheduling system provides customers with pickup days only, and not specific pickup times (this does not apply to consultations). However, we do limit the number of available pickup slots that can be scheduled daily. If slots are filled, contact us via telephone. We will do our best to accommodate your request if the schedule permits.

​

Pick-up And Drop-off 

​

     We will work diligently to pick up/ deliver  your items between the hours specified for your location, we refer to these hours as blocks (. However, sometimes unexpected and unforeseen circumstances can occur that can extend pickups and drop-offs outside of our normal hours. In these cases, we will notify you that there will be a delay to your pick-up / delivery.

​

      It is important for our drivers to know how to access your location. For this reason, we have an input field on your client profile labeled "Location Notes', we recommend you input such information that will help our staff access the correct location with little inconvenience to either party. As a courtesy, we will attempt to contact you for instruction if we are unable to access your location but cannot guarantee that we can wait for proper assistance. We will not be responsible for any delays if your items are returned to our plant by our drivers. The items will be placed for re-delivery, which can take up to 48 hrs. A fee will be accessed for no access / missed pickups / undeliverable.

​

     Your items must be suitable for pickup. Making sure to pack your items securely is required for the health & safety of our drivers. Your items should not be overflowing out of its container. Do not overstuff bags, you bags need to be able to close securely. Whatever your items are contained in must be structurally sound, and cannot easily fall apart while being handled. If your order is not suitable for pickup, the driver has the right to reject your order and cancel the pickup.

​

      We look forward to picking up your items, however, if your items are unavailable at the pick-up location there will be a Missed Pickup / Cancelation Fee applied. We advise that you cancel your pick up 5 hours prior to the start of service block or time to avoid this happening. If you missed pickup by error, you may let us know before the end of the block and your driver can return to retrieve your order if possible. You will acquire a return fee for pickup.

​

Contactless Service - Unattended Pickup and Drop-off Point

​

     We are a contactless service unless the customer requests otherwise. Please specify this information under location notes in your account.     

     An unattended pick-up and drop-off point is a location of your choosing that tells us where to pick up and deliver your garments. By default that location will be the main entry of your location unless stated otherwise in location notes.

​

     Even though you will establish an unattended pick-up and drop-off point for your garments, your garments will be unattended until we pick them up and after they are delivered.  You are responsible for your garments until such time we pick up and / or deliver your garments. possession of your items.  You may request that we leave your items unattended with a third party (e.g., with a doorman or a neighbor.  If you make such a request we are not responsible for your item before we have picked it up or after we have dropped it off to a third party.)  If your items are not in our possession we are not responsible for them.  Once we have picked up your garments and processed them through our processing system, you will be notified by email.

​

​     If your unattended pick-up and drop-off point is located within your apartment or is in a location that provides access to personal or valuable items belongings, you the customer, hereby release Loads-N-Suds, its employees, its successors, an/or assign from and against any and all loss, liabilities, damages, claims, suits, or actions, judgments, and costs which may arise from intentional acts, omissions, or negligent acts at the unattended pick-up and drop-off point or to any part of the building, inside or out.​

​

     Your items should be clearly marked by using one of our garments and/or laundry bags.  We advise that your unattended pick-up and drop-off point be a place that is not easily accessible and visible. 

​

Cancellation and Rescheduling

​

    Cancellations and rescheduling can be made up to 5 hours of  the scheduled start of block or appointment time. Failure to do so will result in a cancellation fee.   

    Your designated driver can also cancel service with proper cause such as safety or any other reason stated in these terms.

 

Unforeseen Circumstances

​

     Even though our goal is to serve you in a certain time frame, there may be unforeseen circumstances that may prevent us from doing so.  If so, we will notify you and contact you to reschedule. In this case, you are free to cancel or reschedule your service with no penalty.  Simply contact and we will be glad to assist.  

 

Charges and Payments

​

     Charges are based per pound for wash and fold, per items for all other services (this includes bulky and some other household items, dry clean, press services and all specialty services) and plans. Items will be processed upon arrival. All payments are processed manually using the payment method listed on the order or account, otherwise invoice or pay link will be provided to the customer via email  where the customer can complete the transaction. We process payments using the payment aggregator Stripe. If we are unable to charge the payment method card on your account or you do not pay the surcharge as determined by us, we will be unable to deliver your items and will hold said garments, until the said amount is paid in full. We ask that you keep your payment method updated on your account.

​

Loads-N-Suds Plans

​

     Loads-N-Suds plans were created to offer you the most effective and fulfilling method for your laundry needs.  The purpose of this is to provide the most convenient service at the best price for our customers.  A Plan is a recurring 4 week charge based upon the plan you have chosen and at the intervals stated for that specific plan. If you wish to modify or cancel your plan, please do so by contacting us, at least three (3) business days prior to your next billing date, or scheduled pickup. If your plan continues to renew, and you do not use the service, we will gladly refund you up to one month of an unused plan.  Refunds cannot be given for charges older than 29 days for our Plans. 

 

Turnaround Time

​

     Depending on when your order is placed and when it's picked up, wash and fold orders can take a maximum of 48 hours to process (pickup, wash ‘n fold, deliver), though in some instances, it is less than 48 hours (depending on the condition of the order). Dry Cleaning orders take up to 4 business days to process, however usually they are processed in two to three business days. If an instance occurs where the order needs more time to be processed, that wii be discussed with you (the customer) and a suitable return will be given. Other services such as tailoring, repairing, restoration can take longer, in which case Loads-N-Suds will be in communication with you to provide a more accurate time frame.

 

Allergies

​

    If you are allergic to any products that may be used during a wash and dry cycle or dry cleaning, please advise of your allergies in your wash instructions. We are not responsible for any physical, mental or emotional reactions that you have to our service products that include skin rashes, euphoria, lightheadedness, and/or other skin or medical conditions unbeknownst to us.  If you do experience an allergic reaction, please notify us and update your preferences on your online account so that next time we can make proper adjustments.

​

Special Requests

​

    If your order requires special attention, we require notification via your online order form. If you have a specific item(s) that needs special care please indicate in order form, bag and label these items separately. When making special requests, please be as detailed as possible on order form as your order contains many different garments and we cannot be sure of which item you may be referring to in your notes.  All dry cleaning and wash and fold orders must be bagged separately to avoid confusion. We are not responsible for any orders that include a mix of many services, such as dry cleaning that is mixed with wash and fold garments.  We are not liable for any consequences that may arise from not clearly identifying your different services. 

 

Lost Items

​

    Your items are of utmost importance to us.  We will treat your garments with the care they deserve.  However, we are unable to inventory every piece of laundry  you give us because it is cost-prohibitive for us to do so. As a result, we will not be held responsible for any lost wash and fold items.  We have no efficient way of verifying that we actually received a particular piece unless you have separated that item and clearly labeled it for special care. Even though we do not track every item, we do bundle all of your items together with your name and order number, service and other identifying factors.  Your items are never loose in our care unless they’re inside a machine, on the folding table, or in their own laundry carts / baskets waiting to be folded.  If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean items — we are much more likely to find misplaced laundry if it is reported early.  If your trackable laundry is lost, we will gladly reimburse you up to ten times the cost to clean the items.  In order to qualify for a reimbursement for your lost garment you must report the loss within 24 hours of the return of your item(s) and you must provide us with a detailed description of your item. Within 72 hours of your report, we will look for your item and make a determination to reimburse you for your lost item based on the terms of this paragraph. 

 

Damaged Laundry

​

   We will treat your item with the care they deserve by doing everything we can to avoid damaging your laundry and or dry cleaning. Unfortunately, there are limitations to our efforts, thus we will not be held responsible if something left in your garments, such as in your pockets (like lipstick, chewing gum, money, or a pen), or an unremovable stain, rip or other damage to your items (of which you have not informed us) which causes any damage or causes further damage to your garment. Similarly, if you leave valuables in your garments, we can’t guarantee that we will find or return it.  All laundering processes, regardless of how gentle, cause normal wear and tear on garments. As a result, we are not responsible for any wear and tear of your garments including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble. Along the same lines, we can't be held responsible for the re-disposition of colors (aka bleeding) or dimensional changes (aka shrinking or stretching). Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is "dry-clean only," or otherwise unsuitable for common washing and drying techniques, please do not include it in your wash and fold you give to us. If your wash and fold items have been damaged while being processed through our system, and we determine that we are at fault, then the reimbursement for the garment will be the market value of the garment, considering the depreciation brought about by age and use.  The maximum reimbursement for a single wash, dry and fold item is $10. 

​

Storage

​

    Items can only be held up to 30 days with or without payment. Your items can be subject to storage fee beyond 10 days.  All items held 30 days or more will be subject to being sold, donated, or discarded. 

​

Fees and Charges

​

     Loads-N-Suds do have fees and charges that can be applied to customers' invoices and/or charged to payment on file. It is the customer's responsibility to pay these fees. These fees and charges can be different for each location. Fees and charges are listed below.

​

• Minimum Charge- a variable  amount is applied to any whole or partial order delivery totaling under $30 to make the order equal to $30, before tax.

• Service Fee- Supports service / technology improvements and processing cost. applied to all orders

• Cancellation Fees-  applied to account based on the following scenarios: NO ACCESS -Unable to access pick-up / delivery location or point. MISSED / UNAVAILABLE- Items are not available at location or contact person is unavailable and items failed to be retrieved or delivered. LATE CANCEL - Customer fails to cancel at the least 5 hours prior to start  time of service block or appointment

• It is the customer's responsibility to let Loads-N-Suds know all the necessary information to successfully retrieve their items. It is equally the customer's responsibility to remove anything that has potential harm or threat to Loads-N-Suds staff. If the customer fails to address the above problems they will be charged $10.

• Return - A fee is applied when the driver has to return to a location where a MISSED pickup / delivery occurred. This fee will override any cancellation fee applied to your account.

• Heavy Soil- A per pound increase applied to launder service orders soiled with dirt, grime, or hair that require extra washing and handling like soaking or manual scrubbing.

• Biohazard- orders soiled with blood, feces, mold, urine, or vomit are subject to per pound increase as stated on locations pricing.

​

Disputes

​

    Loads-N-Suds mission is to provide your items with top-quality service.  Even though our goal is to ensure that your items are well taken care of, there may arise an issue with the handling of your items or a dispute between you, the customer, and Loads-N-Suds.  If there is an issue with your items, we require that you notify us via email, loadsnsuds@gmail.com, within 24 hours of your delivery. Because our services are time-based and completed upon fulfillment, refunds are not automatically issued once services have been performed. When appropriate, resolutions may include:

• service re-do

• account credit

• partial refund

• another reasonable corrective action at our discretion

​

Non-Refundable Situations

Refunds will generally not be issued for:

• dissatisfaction reported after the 24-hour review window

• issues caused by inaccurate or incomplete order details provided by the customer

• items submitted with pre-existing damage

• shrinkage, color loss, or damage resulting from items lacking proper care labels or items placed in the wrong service category

• delays caused by weather, traffic, customer unavailability, or events outside our control

• completed wash-n-fold, dry cleaning, or pickup/delivery services that were performed as requested

​

Chargebacks & Payment Disputes

Customers agree to contact Loads-N-Suds directly before initiating a chargeback or payment dispute with their bank or card provider. We are happy to investigate concerns and attempt to resolve them in good faith.

If a chargeback is filed for a service that was completed or substantially completed, Loads-N-Suds reserves the right to submit supporting documentation, including:

• order confirmations

• pickup and delivery records

• service notes

• communication history

• photos, when available

• proof of completed service

Fraudulent or abusive chargebacks may result in:

• suspension of future booking privileges

• refusal of service

• requirement for prepayment on future orders

​

If you have any questions about these Terms of Service, please contact us

via email at loadsnsuds@gmail.com.

​

​