Nepean Laundry

Residential Client Service

Service Agreement

This document outlines the terms, policies, and standards that apply to all Nepean Laundry residential clients. By using our pickup and delivery service, the client acknowledges and agrees to the following.

Section 1

Service Agreement

Service Model

  • Laundry is charged at $2.75 per pound with a $55 minimum per pickup.

Turnaround Time

  • Standard turnaround is 24–48 hours. You may request express service for an additional fee.
  • Delays may occur during high-volume periods, weather conditions, or holidays. Clients will always be notified.

Payment Terms

  • Payment is due upon delivery unless otherwise arranged.
  • Accepted payment methods include e-transfer and credit card. We use a payment link that will be sent to you via Stripe for credit card purchases.

Pickup & Delivery Requirements

  • Laundry must be placed in a secure, accessible location.
  • Laundry must be placed in a securely tied bag or enclosed hamper.
  • Nepean Laundry is not responsible for theft or loss of bags left outdoors.
  • If a client is unavailable for delivery or a re-route, a redelivery fee may apply.

Communication

  • Clients must provide accurate contact information.
  • Nepean Laundry responds to all messages within 24 hours.

Before You Book

Items we cannot accept.

To protect all households we serve, the following items are excluded from our residential service.

  • Items with bodily fluids (urine, feces, vomit)
  • Pest-contaminated linens (droppings or strong odor)
  • Oil-treated or heavily oiled items, including massage and spa oils
  • Oil, fuel, chemical, or paint-soaked fabrics
  • Heavy construction gear
  • Delicates needing hand-wash or dry clean
  • Silk, cashmere, leather, suede
  • Duvets

If excluded items are found in your order, we may decline the load. For a full breakdown, see our What We Accept page.

Section 2

Damage & Loss Policy

Nepean Laundry handles every order with care. However, due to the nature of laundry services, the following policies apply.

Pre-Existing Conditions

Nepean Laundry is not responsible for:

  • Items with pre-existing damage
  • Loose seams, buttons, zippers, or weak fabrics
  • Items without care labels
  • Items that cannot withstand standard washing/drying

Items Left in Pockets

We are not responsible for:

  • Damage caused by items left in pockets
  • Damage to items left inside the laundry bag accidentally (e.g., electronics, money, jewelry)

Colour Transfer, Shrinkage & Wear

We are not responsible for:

  • Colour bleeding
  • Shrinkage
  • Stretching
  • Normal wear and tear
  • Manufacturer defects

Lost or Missing Items

  • We do not inventory individual items.
  • Clients must ensure all items are placed in the laundry bag.
  • If an item is reported missing, we will always make reasonable efforts to locate it.

Reimbursement Limits

  • If Nepean Laundry is found responsible for damage or loss, reimbursement is limited to the depreciated value of the item, up to a maximum of $50 per order.

Section 3

Liability Disclaimer

By using our service, the client acknowledges and agrees that:

  • Laundry is processed using hypoallergenic, fragrance-free, high-efficiency detergent and standard laundry equipment.
  • Clients must notify us of any allergies or sensitivities before service.
  • Zero cross-contamination cannot be guaranteed.
  • Nepean Laundry is not liable for damage caused by:
  • Incorrect or missing care labels
  • Delicate fabrics requiring special handling
  • Items that cannot withstand standard washing/drying
  • Items left in pockets
  • Normal wear and tear
  • Pickup and delivery occur curbside or at a designated location chosen by the client.
  • Nepean Laundry is not responsible for theft or damage to laundry bags left outdoors.

Nepean Laundry's total liability is limited to the reimbursement terms outlined in the Damage & Loss Policy.

Section 4

Privacy Statement

Nepean Laundry respects your privacy and is committed to protecting your personal information.

Information We Collect

We collect only the information needed to provide service, including:

  • Name
  • Address
  • Phone number
  • Email
  • Laundry preferences, if shared

How We Use Your Information

Your information is used solely for:

  • Scheduling pickups and deliveries
  • Communicating with you
  • Processing payments
  • Improving service quality

What We Do NOT Do

We do not:

  • Sell your information
  • Share your information with third parties
  • Use your information for marketing without consent

Data Security

We take reasonable steps to protect your information from unauthorized access.

Client Rights

Clients may request correction or deletion of their information at any time.

Acknowledgement

Thank you for choosing Nepean Laundry.

By using Nepean Laundry's services, the client confirms they have read, understood, and agreed to all policies contained in this document.

Book a PickupContact Us