Terms of Service

These terms apply when you use Palino Laundry's website or book our laundry pickup and delivery service. By creating an account or booking a pickup, you agree to them.

The service

We collect your laundry, wash, dry and fold it, and either deliver it back to you or have it ready for you to pick up, depending on the service you choose. We serve the areas shown on our website; use the postal code checker to confirm we serve your address.

Booking and access

• Choose a pickup date and time window when you book. We'll do our best to arrive within that window, but times can be affected by traffic, weather and other conditions beyond our control.
• Please have your laundry ready in a closed bag or bags, and give us any gate codes or access notes we need. If we can't reach your laundry, we may charge the pickup fee.
• If no one is home at delivery, we may leave your order at your door or another location you've told us about. Once delivered as instructed, the order is your responsibility.

Pricing

• Wash & fold is charged by weight, with a minimum of 15 lbs per order. Current prices are shown on our website and at booking.
• The price shown when you book is an estimate. Your final price is based on the weight we measure at pickup, and we'll tell you the final total by email or text.
• Pickup and delivery fees, express service fees and GST are added as shown at booking. Free delivery applies when your order qualifies.
• Promotional codes and loyalty points reduce the laundry portion of your order only, not delivery fees.

Payment

You can pay online by card once your laundry has been weighed, or on delivery. Online payments are processed securely by Stripe. We may hold an order until an overdue balance is paid.

Cancellations

You can cancel a pickup free of charge from your account at any time before we collect your laundry. Any loyalty points used on a cancelled order are returned to you.

Items we don't accept

For safety and quality reasons, please do not include:

• items that are wet with or soiled by bodily fluids, mould, chemicals, paint, oil or other hazardous substances
• items with bed bugs, lice or other pests
• dry-clean-only items, leather, suede, fur, wedding dresses or other items that need special care
• rugs, sleeping bags or items too large for commercial machines, unless we have agreed to them in advance

We may return, re-bag or refuse items that don't meet these guidelines, and we are not responsible for damage caused by or to them.

Please empty all pockets. We are not responsible for money, jewellery, electronics, pens, lip balm or other items left in pockets, or for any damage they cause.

Damage and lost items

We handle every order carefully and follow garment care labels. If something goes wrong, our Damage & Loss Policy explains how to make a claim and the limits of our liability.

Loyalty points and promotions

Loyalty points, referral bonuses and promotional codes have no cash value, can't be transferred or sold, and can't be exchanged for cash. We may change the program rules, and we may remove points or cancel codes obtained by mistake or fraud. Points earned on an order that is refunded may be removed.

Your account

Keep your login details private; you're responsible for activity in your account. Give us accurate contact and address details. We may suspend accounts used for fraud or abuse.

Limitation of liability

To the extent permitted by law, our total liability for any order is limited to the amounts set out in our Damage & Loss Policy, and we are not liable for indirect or consequential losses. Nothing in these terms limits rights you have under Alberta's Consumer Protection Act that can't be limited by agreement.

Changes

We may update these terms from time to time. The date at the top of this page shows when they last changed. Continuing to use the service after a change means you accept the updated terms.

Governing law

These terms are governed by the laws of Alberta and the federal laws of Canada that apply there.

Contact

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