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Fluffold Terms of Service

Effective date: 10/01/2025

These Terms of Service (“Terms”) govern your access to and use of Fluffold’s laundry pick-up and delivery services (“Services”). Fluffold is a brand operated by DOMESTICLEAN LLC (“Fluffold,” “we,” “us,” or “our”). By placing an order, creating an account, or using the Services, you agree to these Terms and to our Privacy Policy.

If you do not agree, do not use the Services.

1. Eligibility and Accounts

  • You must be at least 18 years old and able to form a binding contract.
  • You are responsible for maintaining the security of your account and for all activity under it.
  • You agree to provide accurate information and to keep it updated.

2. Service Area and Ordering

  • Orders must be placed through our website, mobile flow, or other approved channels.
  • Pick-up and delivery occur within published service areas and time windows. We may reschedule for weather, traffic, facility capacity, or safety.
  • Turnaround times are estimates and not guarantees unless expressly stated in a written promotion.

3. What We Do

  • We pick up your bagged laundry, transport it to a professional facility for wash, dry, and fold, then return it to you.
  • Orders may be processed at partner laundromats under subcontract or at non-partner facilities by our W-2 employees or 1099 contractors.
  • We may use third-party couriers for transport. You authorize us to engage subcontractors to perform any part of the Services.
  • We process orders per your selected preferences and written instructions where feasible. If preferences are missing or unclear, we use reasonable default settings for everyday laundry.

4. Items You Submit and Health & Safety Certification

4.1 Suitability for Wash-and-Fold

You agree the items you submit are suitable for water-based wash, dry, and fold. Do not include “dry clean only,” leather, fur, or items requiring special handling beyond standard wash-and-fold.

4.2 Health & Safety Certification

By submitting an order, you certify the laundry meets all of the following:

  • Biohazard free: no live or dead pests (including bedbugs, lice, fleas, roaches), visible mold or mildew, or hazardous substances.
  • Sanitary condition: no bodily fluids beyond incidental household traces (including feces, urine, blood, or vomit).
  • Pet hair: no excessive pet fur requiring special removal (no clumps, layers, or mats).
  • Foreign objects: all pockets are empty and the order is free of objects that can damage textiles or equipment, including pens, crayons, cosmetics, gum, chemicals, solvents, sharps, batteries, or electronics.

4.3 Our Processing Standards

We process orders based on your selections and industry-standard wash-and-fold settings. We do not individually verify garment care tags. If instructions are missing or unclear, we will use reasonable defaults.

4.4 Inspection and Right to Refuse

If an order fails the certification in Section 4.2 or otherwise poses a health, safety, or equipment risk, we may, at our discretion:

(a) return items unwashed,
(b) quarantine or partially process only unaffected portions, or
(c) decontaminate or dispose of affected items where permitted by law.

When feasible, we will notify you and may provide photos documenting the issue.

4.5 Fees and Consequences

If an order fails Section 4.2 or causes contamination, equipment downtime, or special handling, the following may apply in addition to service prices (see Section 7):

  • Health & Safety Violation Fee: $25 per order or the amount posted on the Pricing page.
  • Additional decontamination, disposal, equipment downtime, lockout, or second-attempt fees, as posted.

Repeated or egregious violations may result in suspension or termination of your account (see Section 19).

4.6 Exclusions and Wear

We are not responsible for damage or loss caused by items left in pockets or mixed into laundry (including receipts, cash, jewelry, keys, pens, crayons, lipstick, gum, or batteries), pre-existing damage, normal wear and tear, color loss or bleeding, shrinkage, pilling, or weakened fabrics. See Section 9 for claims and limits.

5. Unattended Pick-Up and Delivery; Access

  • If you authorize unattended pick-up or delivery, you assume the risk of loss or theft for items before we collect them and after we return them to the designated location.
  • You are responsible for providing safe access for pick-up and delivery. If we cannot access the location or the order is not available, a lockout or missed pick-up fee of $15 may apply.

6. Sorting, Colors, and Special Care

  • We do not individually inspect garment care tags. We rely on your order selections, your written instructions, and industry-standard processes.
  • We cannot guarantee against normal laundering effects including fading, shrinkage, small holes, weakened fabrics, pilling, or minor hardware loss such as buttons and zippers.
  • Color loss or bleeding can occur. If you require separation by color or fabric, you must provide written instructions or select that option where available. Additional fees may apply.

7. Weight, Minimums, and Pricing

  • Wash-and-fold orders are billed by weight. Weight is measured in the facility when laundry is in a dry state and may be rounded per the Pricing page.
  • Order minimums, bulky-item surcharges, add-ons, lockout fees, rush fees, and other charges are listed on the Pricing page, which is incorporated into these Terms by reference. Prices and fees may change from time to time.
  • Promotional credits have no cash value and may carry expiration dates.
  • Health & Safety Violation Fee: $25 per order or the amount posted on the Pricing page for orders that fail the certification in Section 4.2.
  • Excessive Pet Hair Surcharge and any decontamination, disposal, equipment downtime, or second-attempt fees apply as posted on the Pricing page.

8. Payments and Authorizations

  • You authorize us to place a pre-authorization hold and to charge your payment method for the Services, fees, taxes, and tips where applicable.
  • If a charge is declined, you agree to provide an alternate payment method. Past-due amounts may accrue late fees and collection costs as permitted by law.
  • Charge disputes must be submitted in writing to support@fluffold.com within 7 days of the charge.

9. Lost or Damaged Items: Claims and Limits

We take reasonable care of your items while they are in our custody. If something goes wrong:

How to file a claim

  • Report missing or damaged items to support@fluffold.com within 7 days of delivery.
  • Provide your order number, item description, approximate age and value, and photos if damaged.
  • We may request additional information, an inspection, or time to investigate, including contacting our facility partner.

What is covered

  • Items lost or damaged while in Fluffold’s custody from pick-up to return.
  • Damage directly caused by our laundering process when items were suitable for wash-and-fold.

What is not covered

  • Normal wear and tear; pre-existing damage or manufacturer defects; weakened fabrics; color loss or bleeding; items labeled “dry clean only”; damage due to foreign objects or items left in pockets; damage from undisclosed stains, special finishes, embellishments, infestations, or contaminants; and damage occurring before pick-up or after delivery, including unattended locations or weather exposure after delivery.

Remedies and monetary limits

Subject to applicable law, our total liability is limited to the lesser of:

  1. the actual cash value of the item using reasonable depreciation,
  2. ten times the service charge for cleaning that item, or
  3. the following caps: $25 per item and $200 per wash-and-fold order.

At our discretion we may repair, re-clean, replace with a comparable item, or issue a credit or refund up to these limits.

10. Re-clean and Service Guarantees

  • If you are dissatisfied with the cleaning result, contact us within 7 days and we will evaluate a complimentary re-clean where feasible. Re-cleaning is not a cash refund.
  • Service credits may be offered for verifiable delays or issues at our discretion.

11. Subcontractors and Partners

  • We may use independent contractors, partner laundromats, non-partner facilities, and third-party couriers. You acknowledge that performance may involve multiple vendors under our coordination.
  • We remain your point of contact for support and claims for orders placed through Fluffold.

12. Health and Safety; Refusals

We may refuse, quarantine, partially process, or return unwashed any order that fails the certification in Section 4.2 or otherwise poses a health, safety, or equipment risk (including pests, visible mold or mildew, bodily fluids beyond incidental traces, petroleum or solvent contamination, or excessive pet hair). When feasible, we will notify you and may provide photos documenting the condition. Applicable charges include the fees listed in Section 7. Repeated violations may result in account suspension or termination under Section 19.

13. Communications; SMS Consent

  • You consent to receive emails and SMS messages related to your orders, scheduling, and customer support. Standard carrier rates apply. You may opt out of marketing texts at any time, though transactional messages may still be required to complete your order.

14. Intellectual Property

  • The Services and website content are owned by or licensed to us and are protected by law. You may not copy, modify, or distribute our content without permission.

15. Prohibited Uses

  • Do not misuse the Services, attempt to interfere with operations, or send items that violate law or pose safety risks.

16. Disclaimer of Warranties

  • The Services are provided “as is” and “as available.” To the maximum extent permitted by law, we disclaim all warranties of any kind, express or implied, including fitness for a particular purpose and non-infringement.

17. Limitation of Liability

  • To the maximum extent permitted by law, Fluffold and its owners, employees, partners, and contractors are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or lost profits or revenues.
  • Except for the limited remedies in Section 9, our total liability for any claim relating to the Services will not exceed the amounts you paid for the order at issue.

18. Indemnification

  • You agree to defend, indemnify, and hold harmless Fluffold and its affiliates from claims, damages, and costs arising out of your use of the Services, your breach of these Terms, or your violation of law or third-party rights.

19. Termination

  • We may suspend or terminate access to the Services at any time for conduct that violates these Terms or harms other users, our partners, or our business.
  • We may suspend or terminate accounts for repeated or egregious Health and Safety violations as defined in Sections 4.2 and 12.
  • You may stop using the Services at any time.

20. Dispute Resolution; Governing Law

  • These Terms are governed by the laws of the State of Maryland without regard to conflict of laws rules.
  • Any dispute will be resolved by binding arbitration on an individual basis under the rules of the American Arbitration Association. Class actions and class arbitrations are not permitted.
  • Either party may bring claims in small claims court for eligible matters.

21. Changes to the Services or Terms

  • We may update these Terms from time to time. Changes apply when posted on the site with the updated Effective Date. Your continued use of the Services after changes post means you accept the revised Terms.

22. Contact

Questions or claims: support@fluffold.com

DOMESTICLEAN LLC d/b/a Fluffold
2 S Patterson Park Ave
Baltimore, MD 21237

References