Terms of Service

1. Agreement and operator

These Terms govern access to the My Laundry websites, applications, communications, and laundry logistics services. “My Laundry,” “we,” “us,” and “our” refer to the operator identified below. By creating an account, submitting an access request with acceptance, or placing an order, you agree to the version shown above and to our Privacy Policy.

2. Eligibility and account access

• You must be at least 18 and legally able to enter a contract.
• You must accept the current Terms and acknowledge the current Privacy Policy before entering a private workspace. Access remains paused when acceptance is missing or a newer version requires review.
• Access is private and may be reviewed, approved, limited, suspended, or declined for safety, capacity, fraud prevention, or compliance reasons.
• You must provide accurate information, keep credentials confidential, and promptly report suspected unauthorized access.
• Driver and laundry-partner applicants may be subject to separate onboarding, identity, business, insurance, licensing, capacity, and safety checks where lawful and relevant.

3. What My Laundry provides

My Laundry is a logistics and technology platform for scheduling, pickup, transport, intake, inspection, weighing or itemization, third-party laundry processing, quality review, payment, delivery, and custody records. Some work is performed by approved drivers and independent laundry partners. Availability, timing, service area, capacity, and participating providers may change.

4. Orders, inspection, and service changes

• A request is not final until accepted and confirmed in the platform.
• Initial prices or ranges may be estimates. The final amount may depend on verified weight, item count, selected services, condition, materials, stains, or special handling.
• If intake reveals a material price or service change, we will seek approval before charging when required by law or the checkout shown to you.
• Pickup and delivery windows are estimates, not guarantees. Weather, traffic, access, capacity, safety, or other operational conditions can cause delay.

5. Customer responsibilities

• Empty all pockets and remove cash, jewelry, electronics, medications, hazardous items, weapons, and anything not intended for laundering.
• Identify delicate, sentimental, luxury, antique, handmade, non-colorfast, altered, or unusually valuable items before pickup.
• Provide readable care labels and accurate instructions. Do not submit items whose care label prohibits the requested service.
• Provide safe, lawful access and accurate pickup and delivery information. Keep people, pets, and premises reasonably safe for drivers.
• Inspect returned items promptly and report a concern through the platform with supporting details and photographs when available.

6. Garment-care risks and claims

We and our laundry partners use commercially reasonable care and follow available care information, but laundering has inherent risks. Pre-existing wear, weak fabric, loose trim, hidden defects, color bleeding, shrinkage, manufacturer defects, heat sensitivity, stain-setting, and ordinary wear may affect results. Stain removal is not guaranteed. Nothing in these Terms excludes responsibility that cannot lawfully be excluded, including responsibility arising from fraud, willful misconduct, gross negligence, or rights that applicable consumer law makes non-waivable.

7. Custody evidence, signatures, and documents

The platform may create or collect timestamps, handoff records, garment or bag photographs, file metadata, condition notes, proof of pickup or delivery, and signatures to document custody and resolve discrepancies. These records may be visible to authorized participants in the order and to authorized My Laundry personnel. My Laundry does not currently collect government IDs, passports, Social Security numbers, selfies, or biometric templates. If a future onboarding or fraud-prevention process requires an identity, insurance, or business document, we will first disclose the fields, provider, purpose, access, and retention period and request any legally required consent. Do not send identity documents, payment-card details, or government identifiers by ordinary email or SMS.

8. Pricing, payments, refunds, and taxes

• Displayed prices are in the currency shown at checkout and may include applicable fees or taxes.
• Payments are processed by Stripe. My Laundry does not store full payment-card numbers or card security codes.
• You authorize the disclosed amount and any separately approved adjustment. Failed or reversed payments may pause processing or delivery where lawful.
• Refunds, credits, cancellations, and re-service decisions depend on order status, work already performed, documented issues, and applicable law.
• Chargebacks or payment disputes must be truthful and do not replace the obligation to return funds or property received in error.

9. Cancellations and unavailable service

Cancellation options and any fee will be shown before confirmation or in the order workspace. We may cancel, delay, or refuse an item or order when it cannot be processed safely or lawfully, is outside capacity, contains prohibited material, creates an unreasonable risk, or cannot be completed as requested. When appropriate, we will explain the operational reason and address amounts paid for unperformed work.

10. Communications and SMS choice

We may send service messages about access, pickup, payment, custody, delivery, security, or support. Transactional SMS requires a verified phone number and an affirmative opt-in recorded separately from these Terms. The production SMS program remains disabled until verification and opt-out controls are in place. Consent to marketing texts is not a condition of purchase. Message and data rates may apply. You can opt out of non-essential SMS using the method provided in the message; essential account notices may still be sent by another available channel.

11. Acceptable use

You may not misuse the platform, impersonate another person, submit unlawful or dangerous material, interfere with security, scrape protected data, reverse engineer access controls, harass service participants, manipulate payments, submit false claims, or use another person’s documents without authority.

12. Third-party services

The service depends on hosting, database, authentication, storage, communications, payment, banking, mapping or operational providers. Their systems may have separate legally binding terms and privacy practices. Our use of core data providers is described in the Privacy Policy. We remain responsible for our own instructions and promises, but we do not control an independent provider’s systems or lawful processing performed for its own compliance, security, or fraud-prevention purposes.

13. Availability, warranties, and liability

We work to provide a secure and reliable service, but the platform may experience maintenance, delays, interruptions, or errors. To the maximum extent permitted by applicable law, implied warranties are limited to those that cannot be excluded, and neither party is responsible for indirect or consequential loss that was not reasonably foreseeable. Any limitation is subject to non-waivable consumer rights and does not apply where prohibited by law.

14. Changes, disputes, and contact

We may update these Terms prospectively. Each posted revision identifies its version and effective date. A material change will not be applied in a way that requires renewed acceptance unless and until the appropriate notice and acceptance control is available. Earlier promises continue to govern information collected under an earlier notice unless a lawful basis and any required consent permit a change. Please contact us first so we can investigate a concern. These Terms do not prevent you from contacting a regulator, court, payment provider, or consumer-protection agency.