Terms of Service
Urban Wash Inc. (operating as “Urban Wash”) provides professional laundry, wash & fold, dry cleaning, and related services to our customers. These Terms of Service (“Terms”) are intended to ensure a consistent, high-quality experience while maintaining safety standards for both our customers and our team.
By using our services through our service desk, website, mobile application, associated phones, or delivery program, you agree to be bound by these Terms in full.
If you have any questions or feedback regarding these Terms, please contact us by email.
Updates to These Terms
Urban Wash continuously works to improve its services and customer experience. As a result, these Terms may be updated from time to time. We reserve the right to modify these Terms at any time.
Where possible, we will notify customers who have opted in to communications by email of material changes.
If you do not agree with the revised Terms, you may discontinue use of our services. Continued use of Urban Wash services after updated Terms take effect constitutes acceptance of the revised Terms.
Customer Account
Information provided in your Urban Wash customer account is used solely by Urban Wash to deliver and improve our services. We do not sell or share customer information with third parties.
While you remain an active customer, you are responsible for keeping your account information accurate and up to date. Your account allows us to:
Process garments according to your preferences
Contact you regarding order or garment issues
Provide promotions or service updates
Process payments
Customer accounts are for individual or household use only and may not be shared with third parties. By creating an account and using Urban Wash services, you consent to receiving service-related communications by email, automated text message, and customer support phone calls.
Privacy Policy
Urban Wash collects personal information you provide, such as your name, contact details, address, and order preferences, in order to process and deliver services, communicate with you about your orders, provide customer support, and improve our operations. Payment information is handled securely by third-party, PCI-compliant payment processors and is not stored by Urban Wash. We share limited information only with trusted service partners as necessary to fulfill your order (such as delivery or dry cleaning providers) and never sell your personal data. Reasonable safeguards are in place to protect your information, and access is restricted to authorized personnel only.
Delivery Service
Urban Wash offers pickup and delivery services within designated service areas for eligible orders.
Delivery Fee
A fee starting at *$9.99 delivery fee (depending on range of service) applies city-wide within our service area and includes both pickup and delivery. Orders are serviced within the delivery window selected at checkout. Specific timing requests are considered on a case-by-case basis.
Minimum Order Value
A $60 minimum order value applies to delivery orders. Orders below this threshold will be rounded up to meet the minimum.
Missed Pickup Fee
If a pickup is scheduled and your laundry is not accessible upon arrival, we will attempt to contact you using the phone number on file.
If we are unable to access the items within five (5) minutes, a Missed Pickup Fee equal to the delivery fee will be charged.
Payment for Delivery Orders
Orders will not be returned until payment is completed. Once payment is received, return delivery will be scheduled according to standard timelines.
Unpaid orders remain subject to the Abandoned Orders policy.
Mixed Orders (Laundry, Bulk Items, Dry Cleaning)
Orders containing multiple service types must have items clearly separated at submission.
If separation is unclear, Urban Wash will categorize items based on type and care requirements. If clarification or approval is needed, we will contact you using the information provided.
Dry cleaning items will be processed and priced accordingly. Laundry items will be processed as Wash & Fold.
Delays
Delays may occur if we are awaiting customer instructions or approvals.
Orders exceeding 80 lbs, bulky items (such as comforters or winter coats), or heavily soiled items may require additional processing time. Customers will be notified if delays apply.
Wash & Fold Service
Wash & Fold service includes machine washing, drying, and folding of eligible items.
Orders are charged by weight, not by individual item
Minimum order weight is 10 lbs (lighter orders will be rounded up)
Items are processed using standard methods based on preferences selected at checkout
Customers must remove all items from pockets prior to submission
Urban Wash is not responsible for loss or damage to non-laundry items left in pockets. Care labels are not followed on an individual garment basis. By submitting items, you confirm they are suitable for machine wash, machine dry, and standard folding.
Urban Wash may refuse items that cannot be safely cleaned or may damage equipment. Rejected items are not charged unless rejection reduces the order below the minimum threshold.
Stain Removal
Stain removal is not included in standard Wash & Fold service. Premium Wash & Fold includes general stain treatment but does not guarantee full stain removal. Items listed under Unacceptable Items will not be accepted.
Dry Cleaning Service
Dry cleaning is provided for eligible garments following inspection and care evaluation.
Items are cleaned according to manufacturer care labels when available
If no care label is present, professional judgment is applied
Elevated risk items will be discussed prior to processing
Some garments may be unsuitable for dry cleaning or may carry inherent risks even when properly handled.
Items listed under Unacceptable Items will not be accepted.
Abandoned Orders
Urban Wash is not a storage facility. Orders unclaimed for 60 days from the date they are ready for pickup or delivery—whether paid or unpaid—will be considered abandoned. We will make reasonable attempts to contact you prior to this deadline. Once deemed abandoned, orders may be donated or disposed of without refund or compensation. Customers are responsible for maintaining accurate contact information and arranging timely pickup or delivery payment.
Loss & Damage Resolution
All loss or damage claims must be reported within 7 days of delivery or pickup.
Compensation, where applicable, is limited and based on factors including:
Proof of purchase
Cleaning cost
Item age and condition
Nature of the issue
Standard remedies may include:
Service credit up to three (3) times the cleaning cost, or
Monetary compensation up to two (2) times the cleaning cost
Normal wear and tear, pre-existing damage, colour loss, fabric degradation, manufacturer defects, and improper care labeling are excluded.
Unacceptable Items
Urban Wash does not accept:
Items contaminated with bodily fluids, mold, or hazardous substances
Items infested with pests or insects
Items excessively soiled beyond reasonable cleaning standards
Items with unknown or unsafe materials
Items containing hard or dangerous objects
Items posing health, safety, or equipment risks
Urban Wash reserves the right to refuse any item at its discretion.
A Heavily Soiled Fee of up to 50% of the order value may apply. Approval will be requested before applying this fee.
Promotions & Loyalty Programs
Urban Wash may offer promotions, loyalty rewards, or referral programs from time to time. These programs are governed by their own terms and may be modified or discontinued at any time without notice.
Indemnity
You agree to indemnify and hold harmless Urban Wash Inc., its affiliates, owners, employees, and service partners (collectively, the “Urban Wash Parties”) from and against any claims, liabilities, damages (including direct and consequential damages), losses, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Services, including any actions taken by a third party using your account, or (b) your breach of these Terms.
If any such claim, lawsuit, or action arises (a “Claim”), Urban Wash will make reasonable efforts to notify you using the contact information associated with your account. Failure or delay in providing notice does not relieve you of your obligations under this section.
Thank You
If you’re reading this, you’re either taking a close look—or you have something on your mind.
In either case, thank you for choosing Urban Wash. If you have any questions or would like to discuss any part of these Terms, please feel free to contact us by email. We appreciate your trust and look forward to providing you with dependable, high-quality laundry services.