Scheduling & cancellation
Orders must be placed at least 2 hours before the desired pickup time. Cancellations made less than 1 hour before the scheduled pickup may be subject to a cancellation fee. Washly reserves the right to reschedule in the event of unforeseen circumstances (weather, road closures) — we'll always notify you first.
Special stains & care instructions
Spotted a tough stain, or is a load unusually soiled — paint, oil, grease, pet accidents, bodily fluids or strong odours? Add a note when you book and point out the items, so we can pre-treat them with the right specialised detergents and handling. Without advance instructions we clean everything with our standard eco-friendly process, and Washly can't guarantee removal of stains we weren't told about, or accept responsibility for set-in stains, shrinkage or fabric reactions on items that needed special care. Items that are heavily contaminated or biohazardous may be returned unwashed for the safety of our team.
Garment care & liability
We treat every garment with professional care, but laundry always carries some inherent risk. Washly is not responsible for pre-existing damage, normal wear, colour bleeding or shrinkage caused by fabric incompatibility, undisclosed stains, manufacturer defects, or anything left in pockets. We recommend not sending delicate, designer or irreplaceable items. Where Washly is found responsible for damage or loss, compensation is limited to ten (10) times our cleaning charge for that specific item, up to the item's depreciated value and never more than $150 per item — following the fabric-care industry's standard Fair Claims practice. Placing an order confirms your acceptance of these terms.
Bag intake & claims
Every bag is weighed and photographed at intake, and orders are tracked end to end. Any claim for damaged or missing items must be reported within 48 hours of delivery, with photos, and is assessed against the intake record. This protects honest customers — and protects us from claims for items that were never in the bag.
Lost or missing items
It's rare, but if an item can't be located we begin a 7-day trace — most 'missing' pieces are simply returned in a later batch, or were left with a neighbour or concierge. If an item is confirmed lost after the trace, reimbursement follows the garment-care limits above and requires a photo plus reasonable proof of the item's value. Because every bag is weighed and photographed at intake, reimbursement applies only to items verifiably part of the bag we collected. Claims must be filed within 48 hours of delivery — items not reported in that window aren't eligible.
Prohibited & valuable items
Please don't place cash, jewelry, electronics, documents, keys or other valuables in your laundry bag — Washly cannot be held responsible for such items. We also refuse hazardous, heavily contaminated or biohazardous items for the safety of our team.
Payments, refunds & chargebacks
All payments are processed securely through the Washly app — our drivers never collect cash or request e-transfers. Refunds are assessed case by case and issued within 5–7 business days. Fraudulent payments, abusive chargebacks or repeated false claims may result in account suspension.
Privacy & your data
Your personal data is used solely to provide and improve our service, stored with industry-standard encryption, and never sold to third parties. You can request access, correction or deletion of your data anytime at support@washlymtl.com — we respond within 30 days.
Service agreement & governing law
By using Washly's services you agree to these terms, which we may update from time to time. These terms are governed by the laws of the Province of Quebec and the federal laws of Canada, and any disputes shall be resolved in the courts of Montréal, Quebec.
