Cancellation, Damage + Loss Policy

Last updated October 3, 2026. This policy is part of our Terms of Service.

Cancellation and rescheduling

• Free to cancel or reschedule until hours before your pickup or arrival window starts. Your card hold is released.
• Inside that window, or if we can't access your home or your bag is not available (no-access / no-show), we may charge of the order total to pay the Squad member for their time.
• If we cancel (no Squad member available, or your Squad member can't make it and we can't replace them), we release your hold or refund you in full. No fee, ever.
• ASAP and same-day orders are matched fast. Once a Squad member has accepted, the late cancellation charge applies.

Satisfaction and re-dos

If a clean misses something, tell us within hours with photos. We will arrange a re-clean of the missed items at no charge (once per order) or, if a re-clean is not possible, a partial refund at our discretion. Refunds are otherwise provided where required by law or at our discretion. We do not guarantee outcomes outside our control (for example, a landlord's decision on a deposit).

Laundry: weight, turnaround and care

• You are billed on the weight measured at pickup, at the per-pound price shown at checkout. If the weight differs from your estimate, the difference is added or subtracted. We contact you first if it would change the total by more than 25%.
• Return times are estimates. Same-day return is only sold when a partner can do it.
• We wash according to your selected options and the garment care labels we can read. We are not responsible for color transfer, shrinkage, pilling or damage from items that were not labelled, were already worn, or that you asked us to wash against their care label.
• We do not accept the excluded items listed in the Terms.

Lost or damaged laundry

Every bag has a unique ID and is logged at pickup, receipt, wash, fold and return. If an item is lost or damaged by us or our partner and you report it within hours of return, we will (at our choice) replace it at its depreciated value, repair it, or refund its value, up to per order. We do not cover cash, jewelry, electronics, documents, items left in pockets, or items worth more than the limit unless we agreed in writing before pickup. Proof of ownership and value may be required.

Damage during a cleaning

Report damage within hours with photos. We will work with the Squad member to repair or replace the damaged item at depreciated value up to a reasonable amount we determine, subject to the Terms. We are not responsible for pre-existing damage, normal wear and tear, items that were not secured or were already unstable, or for hidden conditions (for example, failing finishes).

Refund timing

Approved refunds go back to your original card and typically appear within 5–10 business days. Released card holds can take several days to disappear, depending on your bank.

How disputes are resolved

Talk to us first at Support. If we can't agree, the dispute resolution sections of the Terms (60-day notice, individual arbitration, class action and jury trial waiver) apply.