Lougheed Laundry
Laundry Care Policy & Service Agreement
Version 1.0 — June 2026. By booking a pickup, checking the agreement box, or handing us your items, you agree to this policy.
We're a local family, and we treat your laundry like our own. This policy explains exactly how we work, what's covered, and — importantly — what you must tell us before we take valuable items. Please read it; it's short on purpose.
What we do with your items
You give us everything together — that's the point of our service. We sort it for you:
- Washable items go to wash, dry, and fold, following your saved preferences (detergent, scent, temperature, fold style, hang-dry list).
- Garments needing dry cleaning are routed to our vetted professional cleaning partners.
- If we find something in your wash bag that should be dry cleaned instead (for example, a silk blouse), we will text you a photo and wait for your confirmation before treating it as a dry-cleaning item or charging you anything extra.
We may decline any item we believe cannot be safely cleaned, and we'll tell you why.
Pricing and payment
Prices are listed at lougheedlaundry.ca/pricing. Bags are charged per bag; hung garments per our hanger tiers; bulky items per item. Your final total is confirmed by text after we collect and sort your order, before processing. Payment is due on delivery by card, payment link, or other methods we offer.
Valuable items — you must tell us (please read this section)
If any item has meaningful value in its current state — we suggest anything you'd estimate over $300, including designer or luxury garments, leather, suede, fur, silk, cashmere, wedding or ceremonial wear, vintage or irreplaceable pieces, and items with sentimental value — you must disclose it to us when you book or at the door, before we take it.
When you disclose a valuable item:
- We will photograph it together with you at pickup (front, back, labels, and any existing wear or marks) and document its condition.
- We will handle it on our careful-handling track and, where appropriate, route it to a specialty cleaner — or honestly tell you we'd rather not take it.
Liability for valuable items — disclosed or not:
Want real coverage for a valuable item? Arrange it before pickup:
- Most home or tenant insurance policies cover your personal property while it's away from home — a quick call to your insurer can confirm whether your belongings are covered in our care.
- For individual expensive pieces, insurers offer scheduled personal articles coverage (the same way people insure jewelry or cameras).
- Third-party coverage option: [OWNER: paste your insurance partner link here].
If you can't or don't want to insure it, the safest choice is simple: don't send it with us, and we'll respectfully say the same at the door.
Our standard care guarantee (everyday items)
For ordinary laundry and garments (items valued at $300 or less), if an item is lost or damaged due to our handling, we will reimburse you up to ten (10) times the service charge for that item, to a maximum of $750 per order. This guarantee is your sole and exclusive remedy, and our total liability for any order is limited to this amount.
Claims: tell us within 48 hours of delivery, with photos. We'll respond within 2 business days and make it right by repair, replacement, or reimbursement at our reasonable choice. We're a family business — our name is on every order, and we resolve genuine problems quickly.
What is not covered (all items)
We are not responsible for:
- Items over $300 in value (see Section 3 — sole customer risk);
- Pre-existing damage, stains, wear, or weaknesses, including those photographed or noted at intake;
- Inherent fabric or manufacturing defects (e.g., unstable dyes, sun damage, prior chemical exposure, adhesives), and trims such as beads, sequins, buttons, buckles, and zippers;
- Normal cleaning outcomes on fragile items: shrinkage, colour migration or fading, or texture changes on items lacking care labels or labelled "do not wash / do not dry clean";
- Items left in pockets (and any damage they cause to a load — please check pockets; we do a quick check but cannot guarantee it);
- Items not collected within 90 days of our first delivery attempt, which may be donated to charity after two reminders;
- Delays caused by weather, road closures, or events beyond our reasonable control (we'll always communicate and reschedule promptly).
Nothing in this policy excludes liability that cannot be excluded under the laws of British Columbia.
Counts and condition
Wash-and-fold bags are processed by weight, not by per-item count; our intake weight and itemization, shared with you by text, is the record of the order. Hung garments are counted individually at intake.
Health and safety
Please don't send items soiled with biohazards (e.g., significant pet waste, chemicals, or medical contamination) — our partners will refuse them and a handling fee may apply. Let us know about allergies in your household and we'll flag your profile (e.g., nut-oil detergents, fragrance).
Pickups, deliveries, and access
We come on your zone's scheduled day within the window we confirm by text. Photo confirmation is taken at pickup and delivery. If you provide door codes or access instructions, we store them securely, use them only for your service, and never share them. Unattended pickup/delivery (porch, concierge, locker) is at your direction and your risk once items are outside our hands.
Your information
We collect only what we need to serve you (name, contact, address, preferences, order history and photos) and handle it in accordance with BC's Personal Information Protection Act. We never sell your information. Full privacy policy: lougheedlaundry.ca/privacy.
Subscriptions and cancellations
Subscriptions renew monthly and can be cancelled anytime before the next renewal — no fees, no questions. Skip a pickup by texting us by 6 pm the day before; unused subscription pickups roll over one month.
Changes to this policy
We may update this policy from time to time; the version on our website at the time of your booking applies to that order. Material changes will be flagged to subscribers by text or email.
Agreement
By booking, you confirm that you have read this policy, that you have disclosed all items over $300 in value, and that you accept sole responsibility (including arranging any insurance) for all high-value items as set out in Section 3.