Terms of Service

At Fresh Laundry Company Ltd., our Terms & Conditions are designed to help ensure a safe, consistent, and high-quality experience for all customers. By placing an order or using our services through our website, mobile app, or in person, you agree to these Terms & Conditions and our Privacy Policy. If you do not agree with these terms, please do not use our services.

Services

Fresh Laundry Company Ltd. provides professional laundry, wash & fold, wash & go, dry cleaning drop-off, pickup and delivery, commercial laundry, and related laundry services.

We make every reasonable effort to handle items with care, follow customer preferences where possible, and return orders within the estimated turnaround time. Service details, pricing, turnaround times, pickup and delivery availability, and accepted items may vary by service type, location, order size, and item condition.

Fresh Laundry Company Ltd. reserves the right to refuse any order or item that we determine is unsuitable for our services, unsafe to process, or outside the scope of services we provide.

Customer Account & Communication

Fresh Laundry Company Ltd. uses customer account information to process orders, apply laundry preferences, contact customers about their orders, send service notifications, process payments, and provide customer support.

Customers are responsible for keeping their account information accurate and up to date, including contact details, pickup and delivery instructions, laundry preferences, and payment information.

By creating an account or placing an order, customers agree that Fresh Laundry Company Ltd. may contact them by phone, text message, email, or app notification regarding their order, account, payment, service updates, promotions, or customer support matters.

Fresh Laundry Company Ltd. does not sell customer information. Please review our Privacy Policy for more information about how customer information is collected, used, and protected.

Customer Responsibilities

By using Fresh Laundry Company Ltd.’s services, you agree to:

Provide accurate and up-to-date account, contact, payment, pickup, and delivery information.
Ensure all items submitted are suitable for the requested cleaning method.
Remove all personal belongings from garments and laundry bags before service, including cash, jewelry, electronics, pens, gum, cosmetics, and other non-laundry items.
Clearly separate and identify any dry-clean-only, hand-wash-only, delicate, or special-care items.
Provide clear written instructions for any special handling requests through your account preferences, order notes, or clearly labeled separate bags.
Ensure laundry is securely bagged, properly closed, and clearly identified when required for pickup.
Ensure someone is available during the scheduled pickup or delivery window, unless alternate contactless arrangements have been provided.
Notify Fresh Laundry Company promptly of any concerns regarding service, lost items, or damaged items within the applicable reporting period.

Fresh Laundry Company Ltd. is not responsible for issues arising from inaccurate customer information, unlabeled special-care items, items unsuitable for the requested service, or personal belongings left in garments or bags.

Service Minimums

Fresh Laundry Company Ltd. applies minimum order charges to certain services.

Pickup & Delivery Wash & Fold and/or Dry Cleaning: Minimum order value of $45
In-Store Wash & Fold Service: Minimum order value of $30
In-Store Wash & Go Service: Minimum order value $25
In-Store Dry Cleaning: No minimum order

If an order does not meet the applicable minimum service amount, the minimum charge will apply.

Each customer order is processed separately and is not combined with other customers’ orders for billing or minimum order purposes.

Pickup, Delivery & Contactless Service

Fresh Laundry Company Ltd. will make every reasonable effort to complete pickups and deliveries within the scheduled timeframes selected by the customer. However, turnaround times and service windows are estimates and are not guaranteed.

Customers are responsible for ensuring their order is ready for pickup and that access is available during the scheduled pickup or delivery window.

If a confirmed pickup or delivery cannot be completed because the order is unavailable, access is not provided, or no responsible person is available where required, a $15 missed pickup/delivery fee will apply.

Customers may request contactless pickup or delivery by providing clear alternate instructions (for example: porch, concierge, garage, deck box, or other designated location).

Fresh Laundry Company Ltd. will notify customers when contactless pickup or delivery has been completed. Once an order has been left at the customer’s requested location, responsibility for the order transfers to the customer, and Fresh Laundry Company Ltd. is not responsible for loss, theft, weather damage, or other events occurring after drop-off or before pickup.

Preparing Your Laundry

Customers are responsible for preparing their orders appropriately for service.

Laundry and dry cleaning items must be clearly separated.
Items requiring special care, including delicate items, hang dry items, hand-wash items, or other special handling requests, must be clearly identified and accompanied by written instructions.
Specific garments requiring special care should be bagged separately and clearly labeled.

For wash & fold service, Fresh Laundry Company Ltd. will sort laundry based on standard processing methods unless specific written instructions are provided.

Fresh Laundry Company Ltd. does not review manufacturer care labels on every garment submitted for wash & fold service. Customers are responsible for removing any items labeled dry clean only, hand wash only, or otherwise unsuitable for the selected service.

Customers are responsible for ensuring laundry is securely bagged, closed, and properly prepared for transportation to help prevent loss or damage during pickup and delivery.

Wash & Fold Service

Wash & Fold service includes the washing, drying, and folding of eligible laundry items using Fresh Laundry Company Ltd.’s standard commercial laundry processes.

Orders are processed by service type and workload, not by individual garment count.

Customers submitting items for Wash & Fold service confirm that all items are suitable for machine washing and machine drying unless specific written instructions have been provided and accepted.

Fresh Laundry Company Ltd. does not inspect or follow individual manufacturer care labels for every garment submitted under standard Wash & Fold service. Items labeled dry clean only, hand wash only, or requiring specialized garment-by-garment care should not be included unless prior arrangements have been made.

Standard Wash & Fold service does not guarantee stain removal. Stain treatment or specialty care services may be available for additional charges where applicable.

Fresh Laundry Company Ltd. reserves the right to refuse any item that is unsuitable for Wash & Fold service, poses a risk to staff or equipment, or falls outside the scope of standard laundry processing.

Dry Cleaning Service

Dry cleaning services are provided for eligible garments and specialty items accepted by Fresh Laundry Company Ltd. and its approved dry cleaning partners.

Customers are responsible for clearly separating dry cleaning items from laundry orders at the time of submission. Items not clearly identified may be categorized and processed based on our reasonable assessment of the item type and care requirements.

Fresh Laundry Company Ltd. will make every reasonable effort to process dry cleaning items using appropriate methods; however, some garments may present increased risk due to fabric condition, age, manufacturer defects, embellishments, colour instability, pre-existing damage, or missing/inaccurate care labels.

Some stains, odours, or conditions may not be fully removable without risking damage to the garment. Stain removal is not guaranteed.

Fresh Laundry Company Ltd. reserves the right to refuse any item deemed unsafe, unsuitable, excessively damaged, or outside the scope of accepted dry cleaning services. Specialty items may require extended turnaround times.

Special Requests, Allergies & Stain Treatment

Customers requiring special handling must provide clear written instructions at the time the order is placed through account preferences, order notes, or clearly labeled separate bags.

Examples of special handling include, but are not limited to, hang dry, low heat drying, delicate washing, fragrance-free processing, or other garment-specific instructions.

Fresh Laundry Company Ltd. will make reasonable efforts to follow approved special requests; however, unclear, incomplete, or unlabeled requests may not be accommodated.

Customers with allergies or sensitivities are responsible for selecting appropriate detergent preferences or notifying Fresh Laundry Company Ltd. in advance. While reasonable efforts will be made to accommodate preferences, Fresh Laundry Company Ltd. cannot guarantee the complete absence of detergent residue, fragrance, allergens, or prior product traces due to shared commercial equipment and standard laundry operations.

Stain treatment is not included as part of standard laundry service unless specifically requested or included as part of an applicable service. Stain removal is not guaranteed, and additional charges may apply for specialty stain treatment services.

Unacceptable Items / Service Exclusions

Fresh Laundry Company Ltd. reserves the right to refuse any item or order that is unsafe, unsuitable, prohibited, or outside the scope of services offered.

The following items or conditions are not accepted for service, including but not limited to:

Items contaminated with human or animal bodily waste, blood, excessive bodily fluids, or other biohazardous materials
Items containing mold, mildew, excessive contamination, or hazardous substances
Items infested with pests, including but not limited to bed bugs, roaches, fleas, or similar infestations
Items containing sharp objects, hazardous debris, or materials that may pose a safety risk to staff or equipment
Items that present excessive odour, contamination, or conditions requiring specialized remediation rather than laundry service
Items unsuitable for machine laundering or standard dry cleaning processes

Orders found to contain unacceptable items may be refused, returned unprocessed, or disposed of where necessary for health and safety reasons.

A minimum $50 administrative or contamination handling fee may apply to orders submitted in violation of these terms.

Fresh Laundry Company Ltd. reserves the right to pursue recovery of additional costs, damages, cleaning expenses, equipment remediation, or legal remedies where customer-submitted items cause damage, contamination, business interruption, or health and safety risks.

Pricing, Quotes & Payment

All prices are listed in Canadian Dollars (CAD) and are subject to applicable taxes, including HST, unless otherwise stated.

Current pricing is available on Fresh Laundry Company Ltd.’s website. Prices, service fees, and charges may be updated at any time without prior notice. In the event of a pricing discrepancy, the current pricing published by Fresh Laundry Company Ltd. will apply.

Quotes for unusual, specialty, oversized, or non-standard items must be requested before service begins. If a quote is requested after pickup has occurred, Fresh Laundry Company Ltd. may provide a quote only if processing has not yet started. Once processing has begun, the applicable service charges will apply.

Payment is due prior to delivery unless other billing arrangements have been approved in writing.

If payment cannot be processed using the payment method provided, Fresh Laundry Company Ltd. may delay delivery until payment is received.

Commercial or approved account customers may be offered alternate billing arrangements at Fresh Laundry Company Ltd.’s discretion.

Cancellations, Missed Pickups & Rescheduling

Customers may cancel a scheduled pickup up to 2 hours before the scheduled pickup window without penalty.

Orders may be edited up to 1 hour before the scheduled pickup time, subject to operational limitations.

If a scheduled pickup is canceled when the driver arrives, the order is unavailable, access is not provided, or the customer cannot be reached where required, a $15 missed pickup fee may apply.

If an order is canceled after pickup but before processing has begun, a $45 cancellation fee will apply.

Once the cleaning or processing of an order has commenced, cancellations are no longer permitted and the full service charges will apply.

Fresh Laundry Company Ltd. reserves the right to reschedule pickups or deliveries where necessary due to operational issues, weather, safety concerns, or circumstances beyond reasonable control.

Turnaround Times

Fresh Laundry Company Ltd. makes every reasonable effort to complete and return orders within the estimated turnaround times communicated at the time of booking or service.

Standard Wash & Fold orders are typically returned within approximately 24 hours or the next business day, unless otherwise arranged.

Standard dry cleaning orders are typically returned within approximately 72 hours, though turnaround times may vary depending on item type, order volume, dry cleaning partner timelines, or special handling requirements.

Specialty items, oversized items, heavily soiled items, or orders requiring additional treatment may require extended processing time.

Turnaround times are estimates only and are not guaranteed. Fresh Laundry Company Ltd. is not responsible for losses, inconvenience, missed events, or damages resulting from service delays caused by operational issues, supplier delays, weather, customer approval delays, or circumstances beyond reasonable control.

Lost or Damaged Items

Fresh Laundry Company Ltd. exercises reasonable care in handling customer items and uses cleaning methods considered appropriate for the nature and condition of submitted articles.

However, Fresh Laundry Company Ltd. is not responsible for damage resulting from normal wear and tear, colour fading, colour bleeding, shrinkage, fabric weakness, pre-existing damage, manufacturer defects, missing or inaccurate care labels, embellishments, fasteners, buttons, zippers, beads, belts, ties, or other inherent garment weaknesses not reasonably apparent before processing.

Customers submitting items for service acknowledge that some garments, fabrics, or specialty items may carry increased risk during normal cleaning.

Any concerns regarding lost or damaged items must be reported to Fresh Laundry Company Ltd. within 5 business days of delivery or pickup and, where applicable, the item must be returned for inspection.

Where Fresh Laundry Company Ltd. determines that it is responsible for loss or damage, compensation will be assessed in accordance with the International Fabricare Fair Claims Guide, and shall not exceed:

ten (10) times the cleaning charge for the affected item, or
a prorated portion of the order value, whichever is applicable,

with a maximum aggregate liability of $500 per order, regardless of brand, age, sentimental value, or replacement cost.

All claim determinations are made at Fresh Laundry Company Ltd.’s reasonable discretion following review and investigation.

Personal Items Left in Laundry

Customers are solely responsible for removing all personal belongings and non-laundry items from garments, pockets, and laundry bags before submitting an order.

Examples include, but are not limited to: cash, jewelry, watches, credit cards, electronics, pens, markers, gum, cosmetics, crayons, keys, belts, and similar personal items.

For staff safety, Fresh Laundry Company Ltd. does not routinely inspect or place hands inside garment pockets.

If personal items are discovered during normal processing, Fresh Laundry Company Ltd. may make reasonable efforts to remove and return them; however, Fresh Laundry Company Ltd. assumes no responsibility for:

damage caused by items left in garments or bags,
loss of personal belongings not discovered during processing, or
claims relating to items customers believe were included but cannot be verified.

Customers are responsible for any damage caused to garments, other customer items, equipment, or operations resulting from personal items left in submitted laundry.

Storage & Abandoned Orders

Fresh Laundry Company Ltd. is not a storage facility.

Completed orders should be collected, accepted, or arranged for delivery within a reasonable timeframe.

Fresh Laundry Company Ltd. may hold completed orders for up to 7 days, unless alternate arrangements have been approved in advance.

Orders held beyond this period may be subject to storage fees of $5 per day.

Orders that remain unclaimed, unpaid, or otherwise unresolved for 30 days from the pickup date, completion date, or agreed return date may be considered abandoned.

Fresh Laundry Company Ltd. will make reasonable efforts to contact the customer using the information provided on file before an order is considered abandoned.

Once an order is deemed abandoned, Fresh Laundry Company Ltd. may donate, dispose of, or otherwise remove the items without compensation or further liability.

Fresh Laundry Company Ltd. is not responsible for items not claimed within the stated timeframes.

Self-Service Laundromat Customers

Self-service customers use Fresh Laundry Company Ltd.’s laundromat facilities at their own risk.

Fresh Laundry Company Ltd. is not responsible for unattended laundry, or for items that are lost, stolen, damaged, or removed while left unattended in the laundromat.

Laundry left in washers or dryers for extended periods may be removed by staff to maintain machine availability and store cleanliness.

Laundry left in a washer for more than 24 hours may be dried at the customer’s expense to prevent odours or sanitation concerns.

Laundry left unattended for more than 24 hours may be bagged (not folded), held for up to 7 days, and thereafter considered abandoned and subject to donation or disposal.

Fresh Laundry Company Ltd. reserves the right to require that persons remaining in the laundromat be actively using the facilities or otherwise conducting legitimate business on the premises.

For the safety, comfort, and security of customers and staff, individuals who refuse to comply with staff instructions or store policies may be asked to leave, and authorities may be contacted where necessary.

Promotions, Discounts & Special Pricing

Promotions, coupons, discount codes, referral offers, loyalty rewards, commercial pricing arrangements, and other special pricing programs are subject to their individual terms and conditions.

Unless explicitly stated otherwise in writing by Fresh Laundry Company Ltd.:

promotions and discounts cannot be combined,
only one promotional offer may be applied per order,
discount codes or coupons must be applied or presented at the time the order is placed,
expired offers are not valid, and
Fresh Laundry Company Ltd. reserves the right to modify, suspend, refuse, or discontinue any promotion or special pricing program at any time without prior notice.

Where multiple eligible discounts exist and cannot be combined, Fresh Laundry Company Ltd. may apply the most appropriate qualifying discount at its discretion.

Privacy Policy

Fresh Laundry Company Ltd. takes customer privacy seriously and is committed to protecting personal information.

Customer information may be collected and used for purposes including account management, order processing, payment processing, customer communication, service notifications, promotional communications, and improving our services.

Fresh Laundry Company Ltd. does not sell customer personal information to third parties.

For full details regarding how personal information is collected, used, stored, and protected, please refer to our Privacy Policy, which forms part of these Terms & Conditions.

Limitation of Liability / Legal Disclaimer

To the fullest extent permitted by applicable law, Fresh Laundry Company Ltd.’s liability for any claim arising out of or relating to the use of its services shall be limited to the amount paid by the customer for the specific service transaction giving rise to the claim, except where otherwise expressly provided in these Terms & Conditions.

Where compensation is specifically addressed under Fresh Laundry Company Ltd.’s Lost or Damaged Items policy, those provisions shall govern.

Fresh Laundry Company Ltd. shall not be liable for any indirect, incidental, consequential, special, punitive, or business-related damages, including but not limited to lost profits, missed events, inconvenience, replacement costs exceeding stated claim limits, or damages arising from delays, service interruptions, or circumstances beyond reasonable control.

All services are provided based on reasonable commercial standards and available operational capacity. Except where required by law, Fresh Laundry Company Ltd. makes no express or implied warranties regarding uninterrupted service, specific turnaround guarantees, stain removal results, allergen-free processing, or suitability for every item submitted.

Nothing in these Terms & Conditions limits any rights that cannot legally be excluded under applicable Canadian or Ontario law.

Changes to Terms & Conditions

Fresh Laundry Company Ltd. reserves the right to update, modify, or replace these Terms & Conditions at any time without prior notice, where permitted by applicable law.

The most current version will always be posted on Fresh Laundry Company Ltd.’s website and will apply to future orders and services.

By continuing to use Fresh Laundry Company Ltd.’s services after updated Terms & Conditions have been posted, customers agree to be bound by the revised terms.

If any provision of these Terms & Conditions is found to be invalid, unenforceable, or unlawful, the remaining provisions shall remain in full force and effect.

Right to Refuse Service

Fresh Laundry Company Ltd. reserves the right to refuse, suspend, cancel, or discontinue service to any customer or for any order, at its reasonable discretion, including but not limited to circumstances involving:

unsafe, hazardous, contaminated, or prohibited items,
abusive, threatening, inappropriate, or unsafe behaviour toward staff, drivers, or other customers,
repeated missed pickups, failed payments, or account misuse,
violation of these Terms & Conditions, or
circumstances where Fresh Laundry Company Ltd. determines that providing service would create operational, legal, safety, or reputational risk.

Where appropriate, refunds or account adjustments will be handled in accordance with these Terms & Conditions and applicable law.

Questions?
If you’ve made it this far, thank you for taking the time to review our Terms & Conditions.

If you have any questions about our policies or services, please don’t hesitate to contact us—we’re always happy to help.

Thank you for choosing Fresh Laundry Company. We appreciate your trust and look forward to taking great care of your laundry.