Damage & Loss Policy

We treat your laundry with care: loads are sorted by colour and fabric, washed according to care labels, and folded and checked by hand before they're returned. Every order is photographed at pickup and delivery. In the rare case something goes wrong, here's how we make it right.

Reporting a problem

1. Contact us within 48 hours of delivery at [email protected] or (403) 891-1789, with your order number.
2. Tell us which item is affected and what happened, and include photos if you can.
3. Keep the item as it is, without washing, repairing or throwing it away, and make it available to us if we ask to inspect it.

We'll reply within 2 business days and aim to resolve every claim within 10 business days.

What we cover

• Damage caused by our process, such as tears, shrinkage or discolouration that happened because we didn't follow the care label.
• Items lost while in our care, from the time we pick up your order until it is delivered or collected.

Depending on the situation, we may re-clean the item at no charge, repair it, or compensate you.

How compensation is calculated

Compensation is based on the item's current value, not its original price, taking its age and condition into account. A receipt helps us assess value quickly. Our liability is limited to:

• up to $50 per item, and
• up to $250 per order,

unless we have agreed otherwise in writing before pickup. If we compensate you for an item, we may ask to keep it.

What we don't cover

• Normal wear and tear, or damage from an item's age or condition (for example thin, weakened or already-damaged fabric)
• Colour bleeding, fading or shrinkage in items with no care label, or items labelled dry-clean only, hand-wash only or "do not tumble dry"
• Damage caused by items left in pockets (pens, lip balm, tissues and so on), or loss of those items
• Buttons, zippers, beads, sequins and other trims that can't withstand normal machine washing
• Stains we couldn't remove. We treat stains we notice, but we can't guarantee their removal
• Items we don't accept under our Terms of Service
• Anything reported more than 48 hours after delivery, or after the item has been washed or altered

Missing items

Please count your items before handing them over, as we weigh orders but don't itemize them. If something is missing, let us know within 48 hours and we'll search our facility and vehicles. Most "missing" items turn up quickly.

Questions

Palino Laundry · [email protected] · (403) 891-1789