Terms of service
These Terms and Conditions form a legally binding contract between WASH WAGON LTD. ("we" or "us") and the people and companies ("Users" or "you") who access and use our website at washwagon.ca, our mobile application ("App"), or any related website or platform controlled by us (collectively, the "Website"). These Terms apply to all services provided through our Website and App, and all content, services, and products available through these platforms.
It is essential that you read and fully understand these Terms before using our services. By agreeing to these Terms and using our Website and App, you are entering into a legally binding contract that impacts your rights.
By accessing any part of the Website or App, you agree to be bound by these Terms and confirm that you have read and understood them. If you do not agree to or understand all of these Terms, you may not access the Website, App, or use any services available through these platforms.
These Terms should be read in conjunction with our Privacy Policy and any other rules, guidelines, or policies posted on the Website and App.
Table of Contents
Simplified Language for Accessibility
Key Highlights
Customer-Focused Terms
Payment Terms and Fees
Refund and Satisfaction Guarantee
Handling Disputes and Liability
Promotions and Discounts
Referral Program
Loyalty Points Program
Privacy and Data Handling
Delivery Details and Delays
Age Restrictions
Customer Responsibilities
Amendments to Terms
Arbitration Process
Compliance with Laws
Frequently Asked Questions
Mobile-Friendly Format
1. Simplified Language for Accessibility
We use clear, straightforward language to ensure all customers fully understand our policies.
Example: "If your payment doesn’t go through, we will attempt to charge your saved payment method again. If unsuccessful, invoicing will occur as described in Section 4, with associated fees."
2. Key Highlights
Minimum order weight for wash and fold services: 20 lbs (orders below this weight will be billed as 20 lbs).
Minimum charge for all other services: $30 (excludes delivery fees and express service fees).
Delivery fees: Vary by location (details in Section 11).
Payment policy: All payments must be made before redelivery or service completion.
Administrative fees:
$20 administrative fee applies for failed payments or invoicing.
$20 fee for pickup attempts where no laundry is available or contact cannot be made.
Late fees: Unpaid balances incur a 3% monthly interest charge.
Promotional terms: 25% off the first order (excludes hotel customers and specialty services).
3. Customer-Focused Terms
Cancellations:
Customers can cancel or reschedule their service without charge up to 2 hours before the scheduled pickup or delivery.
Late cancellations (less than 2 hours' notice) will result in a $20 fee.Failed Pickup:
If we arrive for a pickup and:There is no laundry to collect, or
We cannot reach you,
a $20 fee will be applied to your account.Transparency:
We strive to communicate clearly about service timelines, fees, and expectations to ensure a positive customer experience.
4. Payment Terms and Fees
Payment Methods:
We accept all major credit and debit cards. A valid payment method must be saved on file to use our services.Invoicing and Administrative Fees:
If payment fails or cannot be processed at the time of service:An invoice will be issued, and a $20 administrative fee will be applied to the account.
This administrative fee applies in all cases where invoicing is required, except for business accounts.
Redelivery Policy
Redelivery of laundry depends on successful payment:
Orders Under $200:
If payment is successfully processed, we will proceed with redelivery as scheduled.
If payment fails, we will attempt to contact you to resolve the issue.
If no response is received by the time of the scheduled redelivery, we will complete the delivery and issue an invoice, which will include applicable administrative fees.
Orders Over $200:
Payment must be made in full prior to delivery. If payment is not received in advance, we will securely hold your laundry and attempt to contact you to arrange payment and delivery.
Payment Attempts and Late Fees:
On the due date, we will attempt to charge the card on file.
If payment is not successful, a 3% monthly interest charge will apply starting the day after the due date.
Wash Wagon will continue to attempt rebilling the card on file until the balance is resolved.
Outstanding balances must be settled to maintain an account in good standing for future orders.
Late Payments:
All unpaid balances are subject to a 3% monthly interest charge, which will be incurred starting the next day after the due date if payment is not received.Unpaid Invoices:
Accounts with unpaid invoices may be suspended, and Wash Wagon reserves the right to forward the account to a collection agency.
Good Standing Requirement:
Non-business accounts: Customers must have an account in good standing (with no unpaid balances) to place new orders.
Business accounts: Services may continue, but bills must be paid on time. If payments are overdue, Wash Wagon reserves the right to pause services until the account is brought up to date.
5. Refund and Satisfaction Guarantee
Eligibility for Refund or Rewash:
Customers must report service errors within 48 hours of delivery. Examples include:Items not properly cleaned.
Incorrect items returned.
Damage to items directly resulting from our process.
Exclusions:
Pre-existing damage to garments (e.g., holes, stains, discoloration).
Items that were not appropriate for laundering and not disclosed at pickup.
Resolution:
We will either rewash the items at no additional cost or issue a refund equivalent to the cleaning cost of the affected items.
6. Handling Disputes and Liability
Loss or Damage Claims:
Customers must report any claims of loss or damage within 48 hours of delivery. Claims must include relevant photos and detailed descriptions of the issue.
Limited Liability:
For standard wash-and-fold items, liability is limited to ten times the cost of cleaning the affected item.
For comforters and other specialty items, liability is limited to twice the cost of cleaning the item.
Limitations:
Wash Wagon is not responsible for the following:Items Left in Pockets: Customers are responsible for ensuring pockets are empty before submitting items for cleaning.
Special Care Items: Items requiring special handling that were not disclosed at the time of placing the order, communicated to customer service, or noted at the time of pickup.
Normal Laundering Effects: Shrinkage, color fading, or general wear and tear caused by standard laundering processes.
Pre-existing Damage: Items that were already damaged, discolored, or otherwise compromised prior to cleaning.
No Further Liability:
Beyond the limited liability described above, Wash Wagon is not responsible for any indirect, incidental, or consequential damages, including but not limited to loss of use, emotional distress, or replacement costs for damaged or lost items.
7. Promotions and Discounts
First Order Discount:
New customers receive 25% off their first order.
This discount does not apply to hotel customers or specialty services (e.g., comforters, dog beds).
General Terms for Promotions:
Promotions cannot be combined unless explicitly stated.
Wash Wagon reserves the right to modify or terminate promotions without prior notice.
8. Referral Program
Program Rules:
Wash Wagon offers a referral program to reward customers for recommending our services to others. Customers receive credit when their referrals use our service.Abuse Policy:
The referral program must not be abused.
Customers cannot refer individuals within the same household, address, or shared account.
If we determine that customers have created fake or duplicate accounts, or are referring people within the same household, Wash Wagon reserves the right to deny or revoke credits.
Credit Amount:
The credit amount for referrals is subject to periodic changes without notice. Customers are encouraged to check the app or website for the current referral credit policy.
9. Loyalty Points Program
Program Overview:
Regular customers earn 5% back in loyalty points for every completed order. Points accumulate and can be converted to credits for future orders.Conversion Policy:
Points can be converted to credits once the customer accumulates 200 points.
Credits can be applied to eligible services but cannot be exchanged for cash.
Exclusions:
Business accounts are excluded from the loyalty program.
Program Modifications:
Wash Wagon reserves the right to modify or terminate the loyalty program without prior notice. Customers will be notified of any significant changes via email or app notifications.
10. Privacy and Data Handling
Data Protection:
Payment details are encrypted and stored securely.
Customer information is not shared with third parties except as required for service (e.g., payment processors).
Customer Rights:
Customers may request deletion of personal information by contacting us at info@washwagon.ca.
Account Security:
Customers are responsible for maintaining the confidentiality of their account details.
11. Delivery Details and Delays
Delivery Fees:
Delivery fees are calculated at checkout and vary by location.Delays:
If delays occur due to unforeseen circumstances, such as weather or traffic, we will notify customers promptly.
12. Age Restrictions
Eligibility:
Services are available only to individuals aged 18 or older.Parental Consent:
Customers under the age of 18 may use the service only with the consent and supervision of a parent or legal guardian.Parents or guardians are responsible for ensuring proper payment and adherence to all terms.
Wash Wagon reserves the right to request proof of parental consent before providing services to minors.
13. Customer Responsibilities
Preparation of Laundry:
Empty Pockets: Customers must ensure all pockets are emptied before submitting items for cleaning. Wash Wagon is not responsible for any items left in pockets (e.g., money, keys, or valuables).
Separate Delicates: Customers should separate delicates or items requiring special care. If such items are included without clear instructions, they will be cleaned using standard processes, and Wash Wagon will not be held liable for damage.
Special Care Instructions: Any special care instructions must be:
Provided at the time of placing the order.
Communicated to customer service or provided in writing.
Communication:
Customers are responsible for providing accurate pickup and delivery instructions, including access details (e.g., building codes or safe drop-off areas).
Wash Wagon is not liable for delays or missed pickups/deliveries due to incomplete or incorrect information provided by the customer
14. Amendments to Terms
Right to Amend:
Wash Wagon reserves the right to update or amend these terms at its sole discretion.Notification of Changes:
Customers will be notified of significant changes via email or app notifications at least 7 days before the changes take effect.
Minor changes (e.g., grammatical corrections or clarifications) may take effect immediately without prior notification.
Continued Use:
Customers agree that continued use of Wash Wagon’s services after any amendments constitutes acceptance of the revised terms.
15. Arbitration Process
Arbitration Agreement:
Any disputes, claims, or controversies arising out of or relating to these terms or services provided by Wash Wagon will be resolved exclusively through confidential arbitration in Ontario, in accordance with the Arbitration Act.Initiating Arbitration:
To begin arbitration, customers must contact Wash Wagon at info@washwagon.ca to submit a formal request.
The request must include:
A detailed explanation of the dispute.
Supporting documentation or evidence.
Exclusions:
Arbitration does not apply to:Claims or disputes involving amounts less than $100 (which may be resolved in small claims court).
Cases where arbitration is legally prohibited.
Binding Decision:
The arbitrator’s decision will be final and binding, and judgment upon the award rendered may be entered in any court having jurisdiction.
16. Compliance with Laws
Consumer Protection:
Wash Wagon adheres to the Ontario Consumer Protection Act and complies with all applicable provincial and federal laws.Legal Jurisdiction:
These terms are governed by the laws of Ontario. In cases where disputes are not subject to arbitration, they must be resolved exclusively in the courts of Ontario.
17. Frequently Asked Questions
Q: Do I need to be present for pickup or delivery?
No, customers do not need to be present for pickup or delivery.
However, laundry must be ready for pickup at the scheduled time. Customers must provide clear instructions on where the laundry will be located (e.g., porch, garage, lobby) or any relevant access details (e.g., building codes).
For delivery, customers may specify a safe location where the cleaned laundry can be left if they will not be home.
Q: What happens if I miss my delivery or pickup?
If a delivery or pickup is missed, Wash Wagon reserves the right to cancel the order and charge a $20 missed pickup fee.
If rescheduling is requested, it will depend on driver availability. While we will make every effort to reschedule as soon as possible, availability cannot be guaranteed. Additional fees may apply for rescheduling.
Q: Can I combine promotions?
Promotions cannot be combined unless explicitly stated in the terms of the promotion.
Q: What should I do if I forgot to include special instructions?
Contact customer service immediately at info@washwagon.ca or through the app to update your instructions.
Q: What happens if I lose loyalty points or referral credits due to account issues?
Wash Wagon is not liable for lost credits or points caused by account deactivation, suspension, or policy violations.
18. Mobile-Friendly Format
Accessible Terms:
These terms are designed for readability and access on all devices, including smartphones and tablets.Updates and Availability:
The most up-to-date version of these terms is always available on our website at www.washwagon.ca/terms.Contact for Clarification:
Customers with questions about the terms or policies can contact info@washwagon.ca for support.
Updated 11-24-2024