Terms of Service

Effective September 12, 2026

These Terms explain how Simply Laundry handles bookings, cleaning, pickup and delivery, payment, and service concerns. Please review these Terms, our Privacy Policy, and your order details before confirming a booking.

1 Who we are and how to contact us

Simply Laundry (“we”, “us”, or “our”) provides laundry and dry-cleaning pickup and delivery services. For bookings, billing questions, or service concerns, email info@simply-laundry.com or call 647-483-7390. We serve accepted addresses in Toronto and Mississauga.

2 Your booking and agreement

These Terms apply to registered customers and guest bookings. Before submitting an order, you can review the service, pricing basis, minimum charges, pickup and delivery details, and applicable conditions, correct errors, and accept or decline the agreement. We provide an order confirmation that you can save. Please contact us promptly if its details are incorrect.

You must be legally able to enter this agreement, or have an authorized adult place the order. If booking for a business or someone else, you confirm that you have authority to arrange the service. Give us accurate contact, address, access, and care information, and protect your account login.

A separately accepted written commercial agreement takes priority where it expressly changes these Terms. No provision removes rights or remedies that cannot legally be excluded.

3 Services and garment preparation

We offer Wash & Fold, Wash & Hang, and dry cleaning. We wash each customer’s laundry separately from other customers’ laundry. Choose the appropriate service and separate and label bags for different services. Tell us about special care instructions, known damage, stains, allergies, and valuable or delicate items before pickup.

Remove cash, jewellery, pens, electronics, sharp objects, and other loose items from pockets. Keep dry-clean-only items out of Wash & Fold bags. We take reasonable care, but we cannot promise to locate every item left in clothing. Responsibility for any resulting loss or damage will be assessed on the facts and applicable law.

Specialty items, including leather, suede, rugs, curtains, and unusually large items, require confirmation of suitability, price, and timing. Do not send hazardous substances, sharps, or contaminated items without our prior agreement. Tell us about suspected bed bugs or other contamination before collection so we can confirm safe handling and any applicable charges.

4 Prices and minimum charges

Prices are in Canadian dollars. The applicable rate, taxes, minimum charge, discounts, and any additional fees will be disclosed before you confirm the order. Weight-based totals are calculated from the recorded laundry weight at the accepted rate, subject to the disclosed minimum. Item-priced services are calculated from the items accepted for cleaning. Your invoice will show the calculation.

Standard Wash & Fold is $2.59 per lb and Wash & Hang is $2.89 per lb, each with a 13 lb minimum. The standard dry-cleaning minimum is $25. For a combined Dry Cleaning and Wash & Fold order, only the Wash & Fold minimum applies. A different package or commercial rate applies where included in your accepted order details. Bulky and specialty items may be priced separately where disclosed.

Pickup and delivery are free for accepted orders within our service area, subject to the service minimums. We will obtain your approval before carrying out additional services or applying extra charges not already authorized. Rates accepted for an order will not be changed retroactively by a later website update.

If you need a quote before cleaning, request it when booking and clearly state that work must wait for your approval. We will obtain your approval before starting the quoted work. Repairs, alterations, and a change of cleaning service also require your authorization.

5 Pickup delivery and turnaround

Our regular pickup and delivery days are Monday to Friday. Available windows are 10 am to 3 pm and 4 pm to 7 pm, Toronto local time, subject to availability. The booking confirmation identifies your scheduled dates and windows. A window is not an exact arrival time.

Regular service is scheduled for return two business days after pickup. Rush service is available for Wash & Fold only, with return the next business day for an additional $10 per order, subject to availability and the booking cutoff displayed before confirmation. We do not offer same-day service. Weekends and statutory holidays are excluded when calculating business days. Specialty work may require a separately agreed timeframe.

Have your bags ready and provide working entry instructions. Where you authorize a concierge, representative, or unattended location, ensure it is suitable and accessible. We will follow your agreed instructions and use reasonable care. Notify us promptly of an incorrect or missing collection or delivery. An unattended-location instruction does not excuse our failure to follow those instructions or our negligence.

If delays arise from weather, access problems, equipment issues, or additional care requirements, we will contact you with an updated arrangement. If we cannot meet an accepted rush commitment, we will refund the rush surcharge. Any other legal rights and remedies remain available.

6 Missed visits and cancellations

Contact us as soon as possible to cancel or reschedule. Before pickup, cancellation is free unless the disclosed missed-visit conditions apply. A $10 missed-pickup fee may apply if a driver attends during the confirmed window and cannot collect because the bags are unavailable or access cannot be obtained, provided this fee was disclosed when you booked. It does not apply where we caused the missed visit.

After pickup, ask us immediately if you wish to cancel. We will stop work that has not begun where reasonably possible. You remain responsible for authorized work already performed and only those reasonable return or cancellation charges disclosed and accepted before booking. Once cleaning has begun, it may not be possible to reverse that work. These conditions do not limit a statutory right to cancel or obtain a refund.

7 Cleaning standards and service concerns

We use reasonable care and suitable cleaning methods, taking account of care labels, garment condition, and agreed instructions. Not every stain or odour can be removed. Wear, weak fibres, unstable dyes, previous treatments, defective trims, and inaccurate care labels can affect results. Where we identify a material risk requiring a different approach, we will seek your instructions before proceeding.

These cleaning risks are not a blanket exclusion of responsibility. We remain responsible to the extent required by law for loss or damage caused by our failure to exercise the required care. If you are unhappy with the cleaning, contact us promptly so we can investigate and consider an appropriate remedy, including re-cleaning where suitable, a service refund, repair, or compensation as applicable.

8 Reporting damaged or missing items

Please inspect your order on return and report damaged or missing items to info@simply-laundry.com as soon as possible, preferably within five business days of delivery or discovery. This requested reporting period helps investigation; it does not shorten a statutory limitation period or automatically remove a valid claim reported later.

Include your order number, an item description, photographs where available, and any purchase or value information you have. Keep the item, packaging, and relevant records. Please avoid repairing, discarding, or re-cleaning the item until we have had a reasonable opportunity to inspect it, unless action is reasonably needed to prevent further loss. Contact us to arrange inspection or collection.

We will review relevant handling and delivery records, discuss the concern with you, and explain the next steps. Compensation, where appropriate, will be assessed using the circumstances, available evidence, reasonable repair or replacement options, and applicable law. There is no automatic promise of new-for-old replacement or a predetermined settlement amount.

9 Insurance and claims assistance

Simply Laundry maintains business insurance. If an incident may fall within our policy, we will notify our insurer and help coordinate the claim, including providing relevant order and handling information. Please contact Simply Laundry first so we can assist you throughout the process.

Coverage and any insurance payment depend on the policy’s terms, exclusions, limits, and the insurer’s assessment. Having insurance does not mean that every item or incident is covered, or that a particular amount or payment date is guaranteed. An insurer may request supporting evidence or an inspection.

Insurance is a way of managing eligible claims; it does not replace our responsibilities to you. A coverage refusal, policy limit, or deductible does not by itself remove any liability Simply Laundry has under applicable law. We will not require you to give up statutory rights as a condition of reporting a concern.

10 Payments and billing questions

Payment is due before delivery unless we have agreed written commercial payment terms. You authorize payment for the services and charges accepted for your order using your selected payment method. We will supply an itemized invoice or receipt. Contact us promptly about any billing error or disputed charge so we can review it.

If a payment fails, we will notify you and request an alternative payment arrangement. We may suspend new bookings while an overdue balance remains unresolved. These Terms do not impose daily compounded late fees. Any separately agreed lawful credit or interest terms must be disclosed expressly before acceptance. Any recovery action or handling of goods for unpaid charges must comply with applicable law.

11 Plans discounts and recurring orders

A recurring plan must state its price, billing frequency, included credit or services, minimums, renewal terms, and cancellation method before you subscribe. We will obtain authorization for recurring charges. The plan terms must explain how unused credit, refunds, and any expiry operate, subject to applicable law. Cancelling a scheduled pickup and cancelling the paid plan are separate requests; contact us if you need both.

Promotions and referral offers are subject to conditions disclosed with the offer. Discounts cannot be combined unless expressly permitted. Referral offers are for genuine eligible referrals, not self-referrals or duplicate accounts. We may decline an ineligible discount and explain why; we will not add an undisclosed penalty. Any hotel, bulk-order, or negotiated-price exclusions must be stated before booking.

12 Storage and belongings

If you cannot receive a completed order, contact us to arrange a return. We provide three weeks of free storage from the date we first notify you that the order is ready and available for delivery. After that, a $20 weekly storage charge may apply only where disclosed and accepted for your order. We will notify you before paid storage begins. No storage charge applies for delay caused by us.

We will make reasonable attempts to return belongings found in laundry and to arrange delivery of uncollected items. We will not automatically treat clothing or belongings as abandoned or sell, donate, or dispose of them merely because a short period has passed. Any lien, sale, disposal, or collection process must follow applicable legal requirements, including required notices.

13 Privacy and communications

Our separate Privacy Policy explains what personal information we collect, why it is needed, relevant service-provider disclosures, and how to contact us about privacy rights. Information necessary for an order may be used by our cleaning, delivery, payment, and support providers. Claims information may be provided to our insurer or adjuster for investigation, subject to applicable privacy requirements.

We may send communications needed to manage your order, such as confirmations, arrival updates, invoices, and claim messages. Optional promotional email or text consent is requested separately and is not a condition of laundry service. You can withdraw promotional consent using the provided unsubscribe method.

14 Your rights and changes to these Terms

Ontario law and applicable Canadian federal law govern these Terms, subject to any mandatory protections that apply to you. Nothing in these Terms excludes a non-waivable warranty, remedies for deficient services, statutory cancellation or refund rights, or access to a court or regulator where protected by law. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

Please contact info@simply-laundry.com first with a complaint so we can try to resolve it. You are not required to complete an internal or insurance process before exercising legal rights. We may update these Terms for future orders and will identify the effective date. The version accepted for an existing order continues to govern that order unless you agree to a lawful change. Material changes to recurring arrangements will be communicated in advance as required.