Terms of Service

1. Service Description

Doorstep provides scheduled pickup, wash-and-fold, and delivery of laundry to residential and commercial addresses within our service area. We reserve the right to decline or cancel service outside our coverage zone at our discretion.

2. Facility and Equipment Sanitation

We maintain a routine cleaning and sanitation program for the equipment used in processing your laundry, including washing machines and dryers, consistent with standard commercial laundry practices. While we make commercially reasonable efforts to keep our equipment clean and in proper working condition, we make no representations or warranties regarding the elimination of any specific contaminants, allergens, or pathogens.

3. Booking and Cancellations

You may schedule a pickup through our website or app. To cancel or reschedule without charge, please do so any time before your scheduled pickup window. Cancellations made after the pickup window has started may be subject to a cancellation fee.

We reserve the right to reschedule or cancel any pickup due to circumstances outside our control (weather, equipment issues, staffing). We will notify you as promptly as possible if this occurs.

4. Payment and Billing

Charges are calculated based on weight of the clean, folded laundry and any applicable add-ons selected at booking. Pricing is displayed at checkout and on our pricing page.

Payment is due upon completion of your order. We accept major credit and debit cards processed securely through our online payment platform.

Free load credits: When a free load credit is applied to an order, the credit covers the base wash-and-fold rate for that load. Expedited service surcharges (next-morning or same-day turnaround) are not covered by credits and remain due regardless of how many credits are applied. Credits apply to the highest-cost loads first.

Past-due accounts: If you have an outstanding unpaid balance, we will not accept new laundry pickups until the balance is settled. You will be notified of any past-due amount and directed to pay before booking again.

If a charge is disputed or reversed without cause, we reserve the right to suspend your account pending resolution.

5. Care of Your Items and Liability

The spirit of Doorstep is to help with your bulk laundry needs so that you can focus on your more delicate or special items at home. We handle everyday laundry—clothing, linens, and towels—with care, following standard care label instructions to the best of our ability.

Because we process laundry in bulk, we cannot be responsible for:

• Pre-existing damage, stains, or wear not reported at the time of pickup
• Items that bleed, shrink, or are damaged due to manufacturer care label inaccuracies
• Delicate, irreplaceable, or sentimental items not suitable for commercial washing
• Items left in pockets (coins, pens, tissues, etc.)

We ask that you keep delicate, dry-clean-only, or high-value items out of your Doorstep bag, and that you empty all pockets before pickup. We are not liable for damage caused by items left in pockets.

If you believe an item was damaged or lost during our handling, please contact us within 48 hours of delivery and we will do our best to help. Claims reported after this window cannot be reviewed. We are not liable for lost or damaged items, and we do not cover jewelry, cash, electronics, or other valuables placed in laundry bags.

6. Unclaimed Laundry

If we are unable to complete a delivery and you do not contact us to arrange an alternative, we will hold your laundry for 7 days after the scheduled delivery date. After that period, unclaimed laundry may be donated or disposed of and we are not liable for any items therein.

7. Prohibited Items

We do not accept the following items for cleaning:

• Heavily soiled or biohazardous items (blood, fecal matter, medical waste)
• Items infested with pests (bed bugs, fleas, etc.)
• Dry-clean-only garments (we do not offer dry cleaning)
• Items containing cash, firearms, illegal substances, or dangerous materials

If prohibited items are discovered, we will contact you and may return the order without washing. A service fee may apply.

8. Account Termination

We may suspend or terminate your account at any time if you violate these Terms, submit fraudulent payment, dispute legitimate charges, or engage in abusive behavior toward our team. Any outstanding balance remains due upon termination.

9. Limitation of Liability

To the fullest extent permitted by law, Doorstep’s total liability to you for any claim arising from or related to these Terms or our services shall not exceed the amount you paid for the specific order giving rise to the claim.

10. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by posting the updated Terms on our website and, where appropriate, by email. Continued use of our service after changes become effective constitutes your acceptance.

11. Contact

Questions about these Terms? Reach us at hello@doorsteplaundrylc.com or through our contact page.