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The Laundry Brothers
Terms

Terms of service

Last updated: 2026-05-01

These Terms of Service (“Terms”) govern your use of services provided by The Laundry Brothers (“TLB,” “we,” “us,” “our”), a business operating in British Columbia, Canada. By scheduling a pickup, signing up for a subscription, opening a commercial account, or otherwise using our website or services, you agree to these Terms. If you do not agree, do not use the service.

1. The service

TLB provides residential and commercial laundry pickup, cleaning, dry cleaning, finishing, and delivery within Greater Vancouver. Specific services, bag sizes, turnaround windows, and pricing are described on our website and confirmed at the time of order. We reserve the right to refuse service in our reasonable discretion (for example, for items outside our cleaning capabilities, addresses outside our service area, or accounts with unresolved payment issues).

2. Eligibility & account

You must be at least 18 years old and capable of forming a binding contract under Canadian law to create an account or use our service. You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. Notify us immediately at info@thelaundrybrothers.com if you suspect unauthorised use.

3. Pickups & delivery

  • Pickup and delivery windows are estimates. We make reasonable efforts to meet them and will message you if we anticipate a material delay.
  • You are responsible for presenting bags at the agreed pickup point at the start of the window. If laundry is not ready when our driver arrives, we may apply a missed-pickup fee of $5 and re-route to the next available slot.
  • Where pickup or delivery is unattended, you agree the agreed location (e.g. doorstep, garage, concierge) is at your risk between handoff and your retrieval.
  • Same-day, expedited, or out-of-zone service may be available at additional cost as quoted.

4. Items not accepted

We do not accept and you agree not to include: hazardous materials; items contaminated with blood, biological matter, mould, or chemicals; firearms or weapons; controlled substances; pet excrement; flammable or combustible items; items wet beyond normal soiling; or items prohibited by applicable law. If we discover any such items, we may refuse them, dispose of them, or take other reasonable action and we are not liable for the items.

5. Pricing, payment & minimums

  • Pricing is published on our Pricing page and confirmed at booking. We may update pricing from time to time; subscription pricing changes take effect at the start of the next billing cycle following 30 days’ notice.
  • Minimum pickup is $60 unless otherwise stated. GST and PST are added where applicable.
  • Payment is processed through our payment provider on the card you authorise. By placing an order you authorise us to charge that card for the order, applicable taxes, tips, and any agreed adjustments.
  • Subscriptions and the Spring Challenge are billed in advance. Failed charges may suspend service until resolved.

6. Subscriptions & renewals

  • Monthly subscriptions auto-renew until cancelled. You can cancel with 30 days’ notice; service continues through the end of the notice period and any rolled-over credits remain redeemable in that period.
  • Wardrobe Subscription billing runs in 28-day cycles (13 cycles per year). Annual prepay is a single charge upfront in exchange for the published discount.
  • Unused bag or garment credits roll over indefinitely while you remain on a plan and expire 60 days after cancellation.
  • You can pause an active subscription at any time; paused subscriptions do not bill and credits do not expire.

7. The Spring Challenge

The 4-week Spring Challenge is a one-time trial available to new residential customers. The $299 deposit is refundable in full at the close of the 4 weeks if you choose not to continue, or applied as service credits if you roll into a subscription. The deposit is not transferable. Eligibility may be limited by service area or capacity.

8. Care guarantee & reimbursement

We stand behind our work. If something is not cleaned to expectation, notify us within 48 hours of delivery and we will re-clean it free of charge on the next pickup. If we damage an item, we reimburse current replacement value up to $750 per wash & fold order or $1,000 per dry cleaning order, except where:

  • the damage results from undisclosed pre-existing conditions, normal wear-and-tear, or shrinkage on items flagged at intake;
  • the item was cleaned at your request despite our recommendation against;
  • the issue is reported more than 14 days after delivery; or
  • proof of value is not provided for items claimed above $250.

Higher-value items can be insured separately at signup; ask us about an additional protection rider.

9. Lost & unclaimed items

Items left unclaimed for more than 60 days after we attempt delivery may be donated. We will make reasonable efforts to contact you before doing so.

10. Cancellations & refunds

  • Pay-as-you-go pickups can be rescheduled or cancelled at no charge until the driver leaves the facility; cancellations after that may incur a $10 routing fee.
  • Subscriptions cancel with 30 days’ notice (see Section 6).
  • Spring Challenge: fully refundable at the close of the 4-week trial.
  • Commercial accounts: cancel at the close of any monthly billing cycle on 30 days’ notice.
  • Refunds are issued to the original payment method within 10 business days.

11. Your responsibilities

  • Provide accurate contact, address, and payment information.
  • Empty pockets and remove non-laundry items before pickup.
  • Disclose stains, special-care items, repairs, and any pre-existing damage at intake.
  • Use the service lawfully and in accordance with these Terms.
  • Treat our drivers and team members with respect; we may refuse or terminate service for abusive behaviour.

12. Intellectual property

The Laundry Brothers name, logo, brand assets, website content, photography, and software are the property of TLB or our licensors and are protected by Canadian and international intellectual-property laws. You may not copy, modify, distribute, or create derivative works of any of the foregoing without our prior written consent.

13. User content & reviews

Any feedback, reviews, photos, or comments you submit to us may be used by TLB for service-improvement and marketing purposes. You grant us a worldwide, royalty-free, perpetual licence to use, display, and reproduce that content. You retain ownership and represent that you have the right to grant this licence.

14. Disclaimers

The service is provided “as is” and “as available.” To the maximum extent permitted by law, we disclaim all warranties not expressly granted in these Terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that every stain will come out — only that we will use commercially reasonable efforts.

15. Limitation of liability

To the maximum extent permitted by law, TLB’s total aggregate liability arising out of or relating to the service is limited to the greater of (a) the amount you paid us for the order or subscription period giving rise to the claim, or (b) the applicable reimbursement cap in Section 8. We are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages including loss of profit, loss of data, or sentimental value. Nothing in these Terms limits liability that cannot lawfully be limited (such as for fraud or gross negligence).

16. Indemnification

You agree to indemnify and hold TLB, its directors, officers, employees, and contractors harmless from any claims, damages, losses, or expenses (including reasonable legal fees) arising out of (a) your breach of these Terms, (b) items you presented for service that you were not entitled to, or (c) your violation of any third-party right or applicable law.

17. Governing law & dispute resolution

These Terms are governed by the laws of British Columbia and the federal laws of Canada applicable in BC, without regard to conflict-of-laws rules. The parties agree to the exclusive jurisdiction of the courts located in Vancouver, British Columbia for any dispute arising out of or relating to these Terms or the service, except that either party may pursue small-claims relief in the appropriate provincial tribunal where permitted.

Before commencing any formal proceeding, you agree to contact us at info@thelaundrybrothers.com with a description of the dispute and to negotiate in good faith for at least 30 days.

18. Changes to the Terms

We may revise these Terms from time to time. Material changes will be communicated by email to active customers and posted on this page at least 30 days before they take effect. Continued use of the service after the effective date constitutes acceptance of the updated Terms.

19. Termination

We may suspend or terminate access to the service at any time for material breach of these Terms, non-payment, or conduct that puts our team or other customers at risk. Sections that by their nature should survive termination (e.g. payment, IP, indemnity, limitation of liability, governing law) survive.

20. Severability & entire agreement

If any provision of these Terms is held unenforceable, the remaining provisions continue in full force. These Terms, together with our Privacy Policy and any order- or subscription-specific terms, constitute the entire agreement between you and TLB regarding the service and supersede prior agreements on the same subject.

21. Contact