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FreshLoop Terms & Conditions

Last Updated: May 3, 2026

 

 

1. Introduction & Acceptance of Terms

By using FreshLoop’s services, you agree to be bound by these Terms and Conditions. These terms apply to all orders, bookings, and use of our website, mobile app, and services.

FreshLoop reserves the right to update or modify these Terms at any time. Continued use of our services constitutes acceptance of any changes.

 

 

2. Description of Services

FreshLoop provides laundry services, including the pickup, cleaning, and delivery of clothing and household items.

Our services are designed for everyday laundry and may include wash and fold, dry cleaning, and other related services, depending on availability and customer requirements.

While wash and fold is currently our primary offering, FreshLoop may, at its discretion, offer additional services or accommodate specific requests based on operational capacity.

All items are processed using commercial-grade equipment through trusted professional partners and facilities to ensure consistent quality and reliability.

FreshLoop reserves the right to determine which services are available for each order.

 

 

3. Customer Responsibilities

By using FreshLoop’s services, you agree to the following:

  • Items submitted must be suitable for standard laundry processing

  • Customers must check all pockets and remove personal items (e.g., cash, jewelry, electronics)

  • Customers should not include high-value, delicate, or specialty items unless agreed in advance

  • Customers are responsible for ensuring items are appropriate for the selected service

  • Prohibited or hazardous items must not be included

FreshLoop reserves the right to refuse or return items that do not meet these requirements.

 

 

4. Items Not Accepted

FreshLoop provides services for everyday laundry items. The following items are not accepted under standard service:

  • High-value or designer items (e.g., Canada Goose, Gucci, Louis Vuitton, Prada)

  • Delicate or specialty fabrics (e.g., silk, lace, sequined garments, dry clean only items)

  • Non-standard household items requiring specialized care (unless arranged)

  • Soiled or hazardous items (e.g., bodily fluids, pests, mold, chemicals)

  • Any items posing a risk to staff, equipment, or other customers

FreshLoop may, at its discretion, accept certain items outside standard service. Customers remain responsible for ensuring suitability.

 

 

5. Pricing & Payment Terms

Pricing is based on service type and the weight or volume of items.

For wash and fold services, items are weighed prior to cleaning, and final pricing is based on pre-wash weight.

Minimum order charges and delivery fees may apply depending on order size. Certain thresholds may qualify for reduced or waived delivery fees.

Estimated pricing is shown at booking. Final charges are confirmed after processing.

Payment is processed after service is completed and the order is ready for delivery.

If payment fails, FreshLoop may hold items and delay delivery until resolved. Continued failure may result in account restrictions.

FreshLoop reserves the right to update pricing at any time.

 

 

6. Pickup & Delivery Terms

FreshLoop offers scheduled pickup and delivery services based on availability.

Time windows are provided at booking but are not guaranteed and may vary due to operational factors.

Customers must ensure:

  • Items are ready at pickup time

  • Access is available

Same-day service may be available subject to cutoff times.

FreshLoop reserves the right to adjust schedules as needed.

 

 

7. Cancellations & Modifications

  • Order modifications may be made up to 4 hours before pickup

  • Cancellations or rescheduling must be made at least 12 hours in advance

Requests outside these timeframes may not be accommodated.

Missed service fees may apply for late changes.

FreshLoop may waive fees in limited circumstances, but repeated last-minute changes may result in charges.

 

 

8. Missed Pickup & Delivery

If pickup or delivery cannot be completed due to:

  • Items not ready

  • Lack of access

  • Incorrect instructions

A missed service fee may apply.

FreshLoop may waive such fees at its discretion, but repeated issues may result in charges.

 

 

9. Laundry Care & Limitations

FreshLoop uses standardized processes for everyday laundry.

We do not guarantee:

  • Complete stain removal

  • Prevention of shrinkage or color bleeding

  • Full adherence to garment care labels

FreshLoop may not follow individual care labels in all cases.

Customers must ensure items are suitable for standard processing.

FreshLoop is not responsible for damage caused by:

  • Pre-existing conditions

  • Weak fabrics

  • Missing or inaccurate care labels

  • Unsuitable items

 

 

10. Loss or Damage Policy

Customers must report any loss or damage within 24 hours of delivery.

All claims are reviewed on a case-by-case basis.

FreshLoop is not responsible for:

  • Normal wear and tear

  • Pre-existing damage

  • Unsuitable items

  • Incorrect care instructions

Any compensation is determined at FreshLoop’s sole discretion.

 

 

11. Limitation of Liability

FreshLoop shall not be liable for any indirect, incidental, or consequential damages, including loss of business or revenue.

FreshLoop’s liability is limited to the services provided.

FreshLoop shall not be liable beyond the value of the services provided.

 

 

12. Refusal of Service

FreshLoop reserves the right to refuse, decline, or discontinue service at its sole discretion.

This includes:

  • Items falling under Items Not Accepted (Section 4)

  • Hazardous or prohibited items

  • Repeated missed pickups

  • Payment issues

  • Abusive behavior

 

 

13. Communication & Notifications

Customers agree to receive service-related communications (email, SMS, etc.).

These include order updates, billing, and delivery notifications and cannot be opted out of while using the service.

Marketing communications may be sent, and customers may unsubscribe at any time.

Customers are responsible for keeping contact information up to date.

 

 

14. Privacy & Data Handling

FreshLoop uses trusted third-party providers, including CleanCloud and Adyen, to manage data and payments.

FreshLoop does not store full payment card details.

Please refer to our Privacy Policy for full details.

 

 

15. Changes to Terms

FreshLoop may update these Terms at any time. Continued use of the service constitutes acceptance of any updates.

 

 

16. Governing Law

These Terms are governed by the laws of the Province of Ontario and applicable Canadian law.

 

 

17. Contact Information

For any questions regarding these Terms:

Email: service@freshloop.ca
Website: www.freshloop.ca