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Terms of Service

Roundabout Cyrville Inc. (d.b.a. "Roundabout Laundry") provides professional laundry and dry cleaning services to our customers. Our Terms of Service ("Terms") are designed to ensure a delightful and consistent experience for all of our customers, by helping us to maintain (1) service quality standards and (2) safety for our team and customers.

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By engaging our services through our service desk, website, or mobile application, you accept and agree to these Terms in their entirety.

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Please email us if you have any questions or comments about our Terms.

Updates to these Terms

We are constantly trying to improve our services and your experience as a customer, so these Terms may change along with our Cleaning Services. We reserve the right to change the Terms at any time, but if we do, we will make sure to send you an email and/or notify you by some other means.

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If you don't agree with the new Terms, you are free to reject them. Unfortunately, that means you will no longer be able to use our Cleaning Services. If you schedule a pick-up or otherwise engage in our Cleaning Services in any way after a change to the Terms is effective, that means that you agree to all effective Terms.

Last updated August 2, 2024.

Customer Account

The information contained in your Customer Account will only be used by Roundabout Laundry. We do not sell, or provide to third parties, our customer list or any information provided on the Customer Account. While you are an active Roundabout Laundry customer, we require you to keep the Customer Account current. The Customer Account enables us to better serve you by (i) processing your garments in accordance with your preferences; (ii) contacting you about garment problems; (iii) sending special promotions; and (iv) processing your credit cards.

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Your Customer Account is not to be shared with any third parties or individuals from a different household. You agree to keep all information accurate at all times, in order to receive proper service.

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By creating a Customer Account and engaging Roundabout Laundry for Services, you also consent to being contacted by automated text messages, email, and customer support phone calls with information about the Services and your Customer Account.

Privacy Policy

The information on your Customer Account is confidential and exclusively used for enhancing our services. We do not sell or provide this information to third parties.

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We use anonymized order numbers to track your order through our Wash & Fold service, with no identifying information ever available to the public.

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Your customer information is kept in our PCI-compliant point of sale system indefinitely, unless you request that we delete your data. Data deletion requests will be handled within 5-10 business days from your request.

Wash & Fold Service

Care Label Instructions

We do not follow individual item care label instructions for our priced-by-weight Wash & Fold service. Bulk items (duvets, sleeping bags, outerwear, etc.) are handled as per-piece pricing and we will follow care label instructions in those instances.

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By submitting laundry items for our Wash & Fold service, you are consenting to the cleaning of all submitted items as per our standard procedures found on our Wash & Fold services page, regardless of the item's care label instructions. We may reject items that are are at high risk of damage or not suitable for our machines. It is your responsibility to ensure your clothing is compatible with our preference options available.

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Stain Removal

Our Premium Wash & Fold service includes a light treatment for stain removal, but is not meant as a stain removal service. We do not guarantee stain removal. Please send stubborn stains through for Dry Cleaning services for more thorough results.

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Unacceptable Laundry Items

We reserve the right to reject whole orders, or specific items (to be bagged and returned separate from your clean items), if the order contains the following:

  • Formal attire including suits, wedding dresses, gowns

  • Fur, leather, wool, feather, or silk items (wool and silk are best dry cleaned)

  • Curtains, rugs, mats, pet beds

  • Comforters, pillows, duvets (individual charges).

  • Contaminated items including, but not limited to:

    • excessive moisture, mildew, or mold

    • bed bugs, excessive pet hair, excessive bodily fluids

    • chemicals, oil soaked items

  • Any other items deemed unsafe to handle or incompatible with our process.

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Loss or Damage Reporting

You understand that there is inherent risk in Wash & Fold Services and there is potential for clothing and related laundry items to get lost or damaged. Roundabout Laundry has implemented measures designed to prevent the loss and/or damage of items from happening, but we cannot guarantee that such situations will never happen.

 

In the event that an item you sent to us for Wash & Fold Services is damaged or lost as a result of any fault of Roundabout Laundry (including our employees), we will work with you and attempt to rectify the situation, provided that you give us with written notification identifying the issue(s) with your order of the Cleaning Services with supporting evidence within ten (10) days of your order's completion.

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Any claim of loss or damage after ten days will not be considered. It is your responsibility to pick up your order promptly, to be able to inspect your items.

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Lost Item Compensation

For any Wash & Fold items deemed lost by Roundabout Laundry, we may reimburse you by either:

  • crediting your account up to three (3) times the charge for cleaning the item (as determined by that order's subtotal) regardless of brand, price, or condition of the garment(s).

  • refunding you up to two (2) times the charge for cleaning the item (as determined by that order's subtotal) regardless of brand, price, or condition of the garment(s).

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Lost Loose Items

Roundabout Laundry does not take responsibility for any loose items lost when submitted for cleaning, including but not limited to watches, jewelry, Airpods, lighters, etc. When possible, our team will return these to you in the condition found, with your order in a separate bag.

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Damaged Item Compensation

Taking care of your laundry is our number one priority. While we take measures to treat all clothing and items carefully, we cannot always guarantee against colour loss, bleeding, or shrinkage of garments.

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However, rare situations may occur where something was damaged under our care. For any items deemed damaged as a result of our processing, we may reimburse you by either:

  • crediting your account up to three (3) times the charge for cleaning the item (as determined by that order's subtotal) regardless of brand, price, or condition of the garment(s).

  • refunding you up to two (2) times the charge for cleaning the item (as determined by that order's subtotal) regardless of brand, price, or condition of the garment(s).

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All garments have a natural lifespan, depending on the material or fabric, manufacturing quality, and how often and rigorously they are worn. Shrinkage, holes, tears are all natural occurrences over time. We see lots of clothing that is on its last few washes. We are not responsible for the natural breakdown of clothing.

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Abandoned Orders

We reserve the right to donate or discard any orders left with us more than sixty (60) days from the pick-up date if unpaid or ninety (90) days from the pick-up date if pre-paid. You will receive multiple reminders by SMS, email, and/or phone call. We are not in the business of long-term storage.

Dry Cleaning Service

Care Label Instructions

We will follow care label instructions on items submitted, unless you consent to specifically to overriding these instructions.

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If an item does not have a care label, we will do our best to clean the item based on industry best practices, but cannot be held responsible for any damage or issues. We will make sure to get your permission before handling high-value items.

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Quality Reviews

We have a four-stage quality review process for all orders:

  1. New Order Intake: your garments are reviewed at dropoff by one of our team members, who will ask a series of questions to better understand the order.

  2. Detailing: your garments are reviewed in a second pass, to identify stains, damage, or mis-labeled items. You may receive updates or requests for permission to proceed based on what we find. See Price Changes below.

  3. Cleaning: your garments are reviewed by the cleaning team before processing. This is the most thorough review and often catches damage or materials at risk for colour bleed or damage through the process dry cleaning. You may receive updates or requests for permission to proceed based on what we find.

  4. Post-Cleaning: your garments are reviewed to ensure an optimal result before you are alerted that they are ready for pick-up. At times, we may elect to put stubborn stains through for an additional cleaning (no charge to you) if we believe it will not damage the garment to try again.

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Special Consent

Some items will get flagged during our reviews as "At Risk Items". These are items that are likely to colour bleed, warp, or get damaged through the cleaning process due to the nature of material and/or dyes used. We will not clean these items without your explicit permission and will attempt to contact you by SMS and/or phone call to confirm. If we do not get a confirmation within the timeline for cleaning, we will set it aside for pickup or until you do give permission to clean it.

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Stain Removal

We do our best to remove stains using eco-friendly dry cleaning practices. However, some stains are stubborn or put your garments at risk of damage. We will make sure to discuss these situations with you. Submitting items for cleaning does not guarantee a result; there are many factors that lead stubborn stains and some are not removable.

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Price Adjustments

At the various inspection points in our process, sometimes an item is flagged for mislabeling or special treatment. If this results in a price adjustment, we will do our best to contact you via text, phone and/or email provided to confirm the adjustment. Changes under $5 +hst may be updated without your permission, adjustments over $5 +hst will require your approval and may mean a delay in cleaning if we cannot get a hold of you.

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Lost or Damaged Items

On rare occasions, damage and/or loss can happen. For any issues identified within seven (7) days of pick-up, we will initiate an investigation. Items that were lost and/or damaged while under our care will be subject to a refund or credit up to the full replacement value of the item (to a maximum of $500). As part of the investigation, we may require proof of purchase and we will take into account the approximate age and condition of the item at drop-off (e.g. a 10-year-old Canada Goose with heavy wear will not result in getting you a brand new one).

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Any issues not reported within seven days of pick-up, or where it is clear that the item has been worn and/or damaged since pick-up, will not receive any consideration.

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In cases where a newly purchased item compatible with dry cleaning was damaged or bled colour during the cleaning process, we can work with the manufacturer to report the issue and seek compensation on your behalf.

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Unacceptable Dry Cleaning Items

We reserve the right to reject whole orders, or specific items (to be bagged and returned separate from your clean items), if the order contains the following:

  • Fur, leather, faux-leather, feathered items

  • Contaminated items including, but not limited to:

    • excessive moisture, mildew, or mold

    • bed bugs, excessive pet hair, excessive bodily fluids

    • chemicals, oil soaked items

  • Any other items deemed unsafe to handle or incompatible with our process.

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Abandoned Orders

We reserve the right to donate or discard any orders left with us more than sixty (60) days from the pick-up date if unpaid or ninety (90) days from the pick-up date if pre-paid. You will receive multiple reminders by SMS, email, and/or phone call, but we are not in the business of long-term storage.

Fees & Refunds

SMS Carrier Rates

Note that if you elect to receive text messages through the Services, data and message rates may apply. Any and all such charges, fees or costs are your sole responsibility. You should consult with your wireless carrier to determine what rates, charges, fees or costs may apply to your use of the Services.

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Refunds and Credit

Refunds and credits may be offered if items were lost or damaged during our service. Please refer to Loss or Damage above for details.

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Additional Fees

The following fees may be added to your order if certain conditions are met.

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  • Heavily Soiled Fee (+50% of order). We reserve the right to charge this fee for orders or partial orders with excessive bodily fluid, animal fur, or orders soiled to a level requiring additional wash cycle(s) or special treatment. If the order is deemed unsafe for our team to handle, we will reject the order or the partial order.

  • Next Day Rush Fee (+20% of order). Orders placed before 12:00pm with a Next Day Rush Fee will be ready by 5pm the following day. Only applicable for orders under 35lbs. We reserve the right to reject rush orders at our discretion, based on the existing queue of customer orders due that day.

  • Same Day Rush Fee (+50% of order). Orders placed before 10:00am with a Same Day Rush Fee will be ready by 5pm that day. Only applicable for orders under 20lbs, for Standard Wash & Fold. We reserve the right to reject rush orders at our discretion, based on the existing queue of customer orders due that day.

Warranty Disclaimer

Roundabout Laundry and its licensors, suppliers, partners, parent, subsidiaries or affiliated entities, and each of their respective officers, directors, members, employees, consultants, contract employees, representatives and agents, and each of their respective successors and assigns (Roundabout Laundry and all such parties together, the “Roundabout Laundry Parties”) make no representations or warranties concerning the Services, including without limitation regarding any content contained in or accessed through the Services, and the Roundabout Laundry Parties will not be responsible or liable for the accuracy, copyright compliance, legality, or decency of material contained in or accessed through the Services or any claims, actions, suits procedures, costs, expenses, damages or liabilities arising out of use of, or in any way related to your participation in, the Services. The Roundabout Laundry Parties make no representations or warranties regarding suggestions or recommendations of services or products offered or purchased through or in connection with the Services. THE SERVICES AND CONTENT ARE PROVIDED BY ROUNDABOUT LAUNDRY (AND ITS LICENSORS AND SUPPLIERS) ON AN “AS-IS” BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR THAT USE OF THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE. SOME PROVINCES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

Limitation of Liability

TO THE FULLEST EXTENT ALLOWED BY APPLICABLE LAW, UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (INCLUDING, WITHOUT LIMITATION, TORT, CONTRACT, STRICT LIABILITY, OR OTHERWISE) SHALL ANY OF THE ROUNDABOUT LAUNDRY PARTIES BE LIABLE TO YOU OR TO ANY OTHER PERSON FOR (A) ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING DAMAGES FOR LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF DATA, LOSS OF GOODWILL, WORK STOPPAGE, ACCURACY OF RESULTS, OR COMPUTER FAILURE OR MALFUNCTION, (B) ANY SUBSTITUTE GOODS, PRODUCTS, SERVICES OR TECHNOLOGY, (C) ANY AMOUNT, IN THE AGGREGATE, IN EXCESS OF ONE-THOUSAND ($1,000) DOLLARS, (D) ANY MATTER BEYOND OUR REASONABLE CONTROL. SOME PROVINCES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL OR CERTAIN OTHER DAMAGES, SO THE ABOVE LIMITATION AND EXCLUSIONS MAY NOT APPLY TO YOU.

Indemnity

You agree to indemnify and hold the Roundabout Laundry Parties harmless from and against any and all claims, liabilities, damages (actual and consequential), losses and expenses (including attorneys’ fees) arising from or in any way related to any claims relating to (a) your use of the Services (including any actions taken by a third party using your account), and (b) your violation of these Terms. In the event of such a claim, suit, or action (“Claim”), we will attempt to provide notice of the Claim to the contact information we have for your account (provided that failure to deliver such notice shall not eliminate or reduce your indemnification obligations hereunder).

Thank you!

If you read this far, you are either really curious or upset about something.

 

Either way, we thank you for choosing Roundabout Laundry. Please email us if there's a need to discuss anything in these Terms.

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We look forward to serving you delight through the highest quality laundry services.

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