TERMS AND CONDITIONS OF USE

Rest assured, your satisfaction is our first priority. In fact, we treat your laundry as if it were our own, however we still need to agree to some rules to ensure that there are no misunderstandings Luna’s Laundry or your obligations and responsibilities. By using our service, you acknowledge and accept the following Terms and Conditions.

Suitable for laundering

By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. 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. Unfortunately 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, 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 find or be able to 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 four hours 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.

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 wash all items together as our standard procedure. If you prefer, and notify us ahead of time, we can wash items separately. It is preferred you separate before dropping your clothes off however we can also do the separation for you. Both of these services incur an additional fee. Along the same lines, 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. Unfortunately, it is cost-prohibitive for us to do so. As a result we can’t be held responsible for any lost laundry; we simply have no efficient way of verifying that we actually received any particular piece of laundry in the first place. Rest assured though, we carefully track your clothes. For instance, we tag your clothes with your sales slip, and your clothes are never lose in our facility unless they’re inside a machine, on the folding table with us present, or locked in our office. If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes back — we are much more likely to find misplaced laundry if it is reported early. You agree that by using our services that if you are not home during delivery, that it is OK for us to leave your order by the front door. You further agree that any loss, stolen, or damaged laundry as a result of the pick-up or delivery process is not our fault and you agree that you accept full responsibility for your laundry during these times.

Minimum fee

With our “Free Pick Up and Delivery Service,” we have a minimum $20 order amount per visit. If you cancel your order after we have already picked up your laundry you will still be charged this minimum $20 fee in order to cover the cost of returning the laundry to you without servicing it. Please take the time to weigh your clothes 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.

Pick-up and Delivery Scheduling

We will do our best to pick-up your laundry at the agreed upon time however sometimes things beyond our control can cause delays. We don’t want to be late however we can’t be held accountable if we are late for unforeseen circumstances. Similarly, we hope that you will strive to be on-time for our pick-ups and deliveries.

A No Show is when we show up to your door, but you and your laundry aren’t around. In the case of a No Show, we reserve the right to charge a No Show fee. Keep in mind, there’s no fee if you cancel or reschedule 4 hours before the start of your pick-up or delivery time.

Unattended Pickup 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.

Allergies

We offer and use “All Free and Clear” detergent for customers with sensitive skin. 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

Before you commit to using our “drop off” service we weigh your clothes to tell you what the cost will be ahead of time. If you agree to use our services at that point, then we expect payment before washing your clothes.

If you choose to use our “Free Pick-Up and Delivery” Service, then you can weigh your clothes and estimate their weight/price before choosing to proceed with your order online. Once we receive your order back at our store, we will go through your laundry looking to be sure there are no items you missed like 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. Although we truly hope you are satisfied with our services, 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).