1. THE WASHABLES SATISFACTION GUARANTEE 

At Washables, we are committed to providing the highest standard of garment care and precision. We recognize that despite our rigorous quality control protocols, there may be instances where a customer is dissatisfied with the results of a service. This policy outlines the specific conditions under which rewashes are performed, orders are cancelled, and refunds are issued. Our primary goal is to resolve any service issues through our expert re-treatment process before considering financial reversals, ensuring that the integrity of the garment remains the priority. 

2. REWASH POLICY AND PROCEDURES

If you find that a garment has not been cleaned to your satisfaction—specifically regarding remaining odors or non-permanent stains that were not noted as “permanent” during our intake inspection—you are entitled to request a rewash at no additional cost. To trigger the Washables Satisfaction Protocol, you must notify us within twenty-four (24) hours of the delivery of your order. The item in question must be returned to us in its original delivered state, including any Washables tags, hangers, or clear-wrap packaging. We will not perform a complimentary rewash if the item has been worn, altered, or laundered by the customer or another service provider after our delivery. Once a rewash request is validated, we will prioritize the item for immediate re-treatment. Please note that certain deep-set stains may be deemed “unremovable” by our technicians; in such cases, a rewash will not be performed if it risks damaging the fabric fibers. 

3. CANCELLATION OF ON-DEMAND SERVICES

Washables allocates specific logistical resources and vehicle routes based on confirmed bookings. For “On-Demand” pickup requests, customers may cancel their order through the website or mobile app without penalty up to two (2) hours prior to the start of the scheduled pickup window. If a cancellation occurs less than two (2) hours before the window begins, or if our driver arrives at the location and the order is cancelled on-site, a Late Cancellation Fee will be applied to the account. This fee covers the operational costs of the dispatched vehicle and the driver’s time. If the driver is already in transit or has arrived, the fee is non-negotiable. 

4. CANCELLATION AND MODIFICATION OF SCHEDULED/PERIODIC SERVICES

Customers enrolled in recurring laundry schedules (e.g., Weekly or Bi-Weekly) have the flexibility to pause or modify their service. To cancel or “skip” a specific recurring pickup, notification must be provided at least twenty-four (24) hours before the scheduled day. For a total termination of a recurring service agreement, a seven (7) day notice is required to allow our logistics team to re-optimize our routes. Failure to provide adequate notice for a skipped pickup may result in a Route Displacement Fee. 

5. RESCHEDULING POLICY

We understand that personal schedules can change unexpectedly. Customers may reschedule a pickup or delivery window via the Washables portal. If the rescheduling request is made more than four (4) hours before the window, no fee is incurred. Rescheduling requests made within the 4-hour window are subject to a Rescheduling Surcharge. If a delivery is rescheduled because the customer was not available to receive the garments at the original time, a Redelivery Fee will be added to the final invoice to cover the additional transit cycle.

6. REFUND ELIGIBILITY AND ISSUANCE

Refunds are strictly reserved for circumstances where a service was not rendered or where a significant error occurred that cannot be rectified via a rewash. Full Refunds may be issued if: (a) An order was cancelled within the allowed timeframe but the payment was already processed; (b) The Company is unable to fulfill a service due to equipment failure or force majeure; or (c) An item is confirmed lost or irreparably damaged as determined by our Lost, Damaged, and Missing Items Policy (WASH-OPS-LDM-2026-011). Partial Refunds or Service Credits may be issued for missed delivery windows exceeding four (4) hours beyond the scheduled time, excluding delays caused by weather or traffic accidents. All refund requests must be submitted in writing to our billing department and will be processed back to the original payment method within five to ten (5-10) business days following approval. 

7. NON-REFUNDABLE SERVICES AND FEES

Certain charges are considered earned upon the commencement of the service and are non-refundable. These include:

(a) Express/Rush Fees:  Once an order is prioritized in our workflow, the rush fee is non-refundable regardless of whether the customer later decides they do not need it as quickly

(b) Specialized Chemical Treatments:  The cost of specialized solvents for silk or fur cleaning is non-refundable once the application has begun

(c) Delivery and Logistics Fees:  Once a vehicle has been dispatched, the associated transport fees are non-refundable. 

8. DISPUTE RESOLUTION FOR SERVICE DISSATISFACTION

If a customer is dissatisfied with the outcome of a rewash, the matter will be escalated to our Quality Assurance (QA) Manager. The QA Manager will conduct a physical inspection of the garment and compare it against the original intake photos and WTS (Washables Tracking System) logs. If the QA Manager determines that Washables has met the industry standard for the specific fabric type, no further refund or rewash will be offered. If the QA Manager finds a deficiency in our process, a final service credit or refund will be negotiated at the Company’s discretion. 

9. ADMINISTRATIVE CANCELLATION BY WASHABLES 

 Washables reserves the right to cancel any order or service agreement at our sole discretion. Reasons for administrative cancellation include, but are not limited to:

(a) Identification of hazardous materials or pest infestation in the laundry

(b) Customer location being outside our verified service area.

(c) Repeated payment failures.

(d) Abusive behavior toward Washables staff or drivers. In the event of an administrative cancellation by the Company, any unprocessed portions of a prepaid order will be refunded to the customer.