Fluff & Fold Laundries Terms and Conditions

At Fluff & Fold Laundries (referred to as “we,” “us,” “our”, or “Fluff & Fold”), our top priority is your satisfaction. We treat your laundry as if it were our own. To ensure clarity and avoid any confusion, we kindly ask you to review  our Terms and Conditions. These guidelines outline both your responsibilities and ours.  By using our service, you acknowledge and accept these as our guidelines to ensure that we are able to do your laundry in the best way we can. 

Suitability for Laundering

By using our service, you agree that your clothes are suitable to be washed in water, in a traditional front load or top load washing machine, and dried using heat in a tumble dryer.  We do not hand wash or hang dry.  We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process.

Damaged Laundry

We will do everything we can to avoid damaging your laundry but there are limitations to what we can do. For example, we don’t have time to check your pockets to see if you have left anything in them. Therefore, we can’t be held responsible if something left in your laundry (like nail polish, chapstick, chewing gum, or a pen) causes any damage. Similarly, if you call and tell us that you left your favorite ring or anything else in your pocket, we can’t guarantee that we will be able to find or return it.

It is not possible for us to inspect every item for damage or its prior condition upon receiving it. We wash many articles of clothing that are damaged in some form or another for customers every day. You, the customer, therefore agree to not hold us liable for any damages based on the condition of clothing after we deliver it back to you as a condition of using our services. If you do not accept these terms in full then you can cancel your order without penalty up to one hour prior to your pick-up time. After you have us pick up your laundry, you agree to accept these terms in full and agree to not hold us liable for any damages. We still want to be sure there isn’t something we did to cause any damage so if you find something you didn’t recognize prior, we need to hear from you within 24 hrs of delivery in order for us to investigate it promptly.  If after an investigation we feel that we were responsible for damaging your item(s) we reserve the right, at our own discretion, to reimburse for up to the value of the damaged item or  2X the cost of the wash & fold order, whichever is lower. This will be paid as store credit. If we choose to do this, you will need to be able to provide proof of purchase with a written copy of the receipt.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble.
Cleaning and drying laundry also creates other risks. As stated earlier, we do not individually examine every garment prior to placing it in the laundry. Therefore, if something is “dry-clean only,” or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us.

We reserve the right to wash all items together or separate as necessary for maximum efficiency. If you prefer separation of specific items and notify us ahead of time we can separate according to instructions.  There may be an additional handling charge.  It is preferred you separate before dropping your clothes off.  We do take precautions by using color catchers but ultimately we can’t be held responsible for the re-disposition of colors (aka bleeding) or dimensional changes (aka shrinking or stretching).

Stain Removal

We do NOT offer stain removal services however we do offer a color safe bleach alternative that is made for tough stains and we can add that if requested into your order. Many common stains do come out during our normal washing however we make no claims or guarantees that we will be able to remove any of them as we only provide basic washing and drying services.

Lost Laundry

We would love to be able to inventory every piece of laundry you give us but  it is cost-prohibitive for us to do so.  Since we have no efficient way of verifying that we actually received any particular piece of laundry in the first place, we can’t be held responsible for any lost laundry. Rest assured though, we carefully track your laundry order while with us. For instance, we tag your order with your sales slip, and your clothes are always kept together in our facility. They are washed together, dried together, and folded together.  We do not combine multiple customers’ laundry; your laundry is washed separate from other orders.  If you do believe you are missing something from your order, please notify us within 24 hours of receiving your cleaned laundry — we are much more likely to find misplaced laundry if it is reported early. We will do our best to locate anything that might have mistakenly been left in our facility.  You agree that by using our services and if you are not home during delivery, and if you have not specified a safe place to leave your order, that it is OK for our driver to leave your order in the safest area that they can locate. You further agree that any loss, stolen, or damaged laundry as a result of the pick-up or delivery process is not our responsibility and you agree that you accept full responsibility for your laundry during these times.

Unclaimed Laundry

Minimum Fee

We have a minimum charge for drop off laundry which can be found on our website.  If your order amount comes to less than the minimum we are happy to do your laundry but you will be charged the minimum fee.  Our pickup & delivery service also has a minimum charge per order that can also be found on our website.  If you cancel your order after we have already picked up your laundry you will still be charged this minimum fee in order to cover the cost of returning the laundry to you without processing it.  Please weigh your order ahead of time so that you know what to expect regarding cost before placing an order and agreeing to both these terms/conditions as well as our pricing.  If you have any questions or need help while estimating your order charge call our store at (209) 576-1286. 

Pick-up and Delivery Scheduling

Fluff & Fold Laundries does pick-up and delivery service in Modesto, Salida, Ripon, Manteca, Escalon, Riverbank, Oakdale, Waterford, Hughson, Denair, Turlock, Keyes & Ceres.  We will do our best to pick up and/or deliver your laundry during the time you scheduled, however sometimes things beyond our control such as traffic can cause delays. We try not to be late however we cannot be held accountable if we are late for unforeseen circumstances.  Using our app will provide you alerts when the driver is en route to you, and estimation of their arrival time.  You can also designate a safe place in the driver notes section of the app where the driver can find your laundry and/or leave your completed order if you can’t be there to meet them.

A “Missed Pickup” or “No Show” (used interchangeably) is when we show up to your door but you and your laundry aren’t there, or you choose not to send laundry in after an order has been created and we arrive at your pickup location. In the case of a No Show, we charge a $10.00  No Show/Missed Pickup fee.  This fee can be avoided by messaging us using the Cleancloud app or using SMS, or by calling the store and requesting us to cancel your pickup.  If we receive a cancellation message before we arrive to the pickup address then the fee will be not be charged.

Unattended Pick up and Delivery

If you request that we leave your laundry unattended (e.g., on your porch, in a hallway, or in your foyer) or with a third party (e.g., with a doorman or a neighbor), we are not responsible for your laundry before we have picked it up or after we have dropped it off. You also agree that our records of pick-up and drop-off times are true and accurate.  Designating a safe area for the driver to find your dirty laundry to be picked up and/or leave your completed order is encouraged for more flexibility, however it is your responsibility to ensure this area is truly safe and protected.

Wash & Fold / Pick up and Delivery Turnaround Times

Wash & Fold:  Wash & fold orders are done first come, first served.  Our software directs staff the sequence in which to process orders based on drop-off date and time, with a few management-directed triage principles added.  Staff are held accountable to follow this sequence.  Our goal is to get your wash and fold order completed and ready for pickup by 24 hours from the time of drop-off.   However, we cannot guarantee this turnaround time.  If we are inundated with multiple drop-offs on the same day, turnaround times may be longer than expected.  We do have a same-day Express service for an up-charge.  If you have any concerns with getting your laundry back in a fast time-frame, we recommend upgrading to the same-day Express service.  When paid as Express, your order is moved to the top of the list and worked on sooner with a guaranteed 5-hr turnaround time.  Express order weight is capped at 50 lbs and orders must be dropped off by 5pm.  Fluff & Fold staff have the authority to decline new Express orders if the turnaround time cannot be met.   If turnaround time isn’t met and the customer wishes compensation for the missed 5-hr window, we will refund 20% as store credit for future orders.  

Pickup & Delivery:  Beginning May 1, 2024 Fluff & Fold offers next day return of Pickup and Delivery orders.  Laundry that is picked up on the morning route can be returned at the soonest on the following day during the afternoon route.  This is not guaranteed as we may get inundated with multiple large orders on a single day, but we will do our very best to ensure that your laundry consistently comes back the following day.

 Allergies

We offer and use “All Free and Clear” detergent for customers with sensitive skin if requested using preferences in the app or by asking the attendant at drop-off. However, we do wash clothes in shared washing machines where other detergents may have been used, and it is possible that small amounts of other detergents, which may not be hypoallergenic, may not be completely rinsed out of these washing machines.

Refund Policy

When using our drop-off service we weigh your clothes to give you the cost while dropping off.  Payment is preferred during drop-off before your laundry is done.  If you choose to use our pickup & delivery service then you can weigh your clothes and estimate their weight/price before choosing to proceed with your order online.  While processing your laundry back in our facility we will look for items such as comforters, blankets, sleeping bags, and rugs which are priced by the item and not by the pound.  We reserve the right to then modify the price on your order and continue washing the clothes/items and charge your credit card appropriately. Once we have laundered your clothes we cannot offer a refund. Additionally, once we pick up your clothes there is a minimum fee (see minimum fee section above).

Privacy Policy

We collect information from you when you register on our site or when you talk to one of our employees. When ordering or registering on our website, as appropriate, you may be asked for information such as your name, e-mail address, home address, phone number and credit card information. We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or other’s rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Miscellaneous

As our business changes, we may need to modify some of these terms. Therefore, we encourage you to check back frequently to familiarize yourself with any changes.

Self Serve Customers

We take no responsibility for self-serve customers’ laundry. Please check inside all machines both before and after each use. Check your pockets for articles like crayons, lipstick, etc. Remove any bra wires if possible before washing as they come out regularly in the machines. Many items may not be suitable for washing as they can’t handle the washing process, so doing so is at your own risk. If you find a machine that is damaged, notify us immediately and do not use it. Follow the directions of any chemicals you use and do not use more soap than recommended. No dyeing of clothing is allowed. No rubber or tar covered items may be washed or dried in our machines. If you have any insect infestations you may not wash or dry yourself in our stores. Please advise the attendant and they will arrange to help you by creating a wash & fold order for your contaminated clothing. Follow the order of instructions on our machines. Feel free to ask us for directions. Do not leave your clothes unattended. Please remove your clothes promptly once they are finished washing and or drying. Unattended laundry left in washers, dryers, or carts may be collected by Fluff & Fold staff to allow other customers to use our equipment.  This laundry may be stored or may be donated to charity at our discretion.  The carts are to be shared once your clothes are washing or drying, no reserving carts for your entire stay and they must remain inside the store at all times. Children may not play with or ride in the carts. No sitting on folding tables or placing children on them. Please clean up after yourself and leave the store in the same condition as when you arrived. No smoking, no loitering, and no soliciting.  We are a pet-friendly facility but it is your responsibility to keep your pets from causing any problems inside the facility.  Problem pets may be asked to leave at any time by an attendant and police may be called if necessary.  Fluff & Fold retains no responsibility or liability for problems with pets between animals or between animals and customers.  Our last wash may differ from store to store and is posted on signage at the front of each store or can be obtained by asking the attendant. All customers must vacate the store by closing time listed on signage at each store.  Public bathrooms are available unless the store is being operated as unattended for the day due to a holiday or staffing problem.  When unattended, the bathrooms will be locked and unavailable because of criminal activity.  , wi