Terms of Service

1. Acceptance of Terms

By accessing or using WashMates' laundry pickup and delivery service ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service.

2. Service Description

WashMates provides a platform connecting customers with independent service providers ("WashMates") who offer laundry pickup, washing, drying, folding, and delivery services.

Key Service Details:

• Pricing: $35 per load (2-load minimum), plus 13% HST (Ontario)
• One load equals one bag or basket of laundry
• Load count confirmed at pickup using color-coded stickers
• Professional washing, drying, and folding using standardized detergent pods

3. User Accounts

Account Registration

You must create an account to use our Service. You agree to:

• Provide accurate, current, and complete information
• Maintain the security of your account credentials
• Notify us immediately of any unauthorized use
• Be at least 18 years of age

Account Types

• Customer Accounts: For individuals ordering laundry services
• WashMate Accounts: For service providers completing orders (subject to verification)

4. Ordering and Payment

Placing Orders

When placing an order, you agree to:

• Provide accurate pickup and delivery addresses
• Be available or arrange access at scheduled times
• Separate laundry by type if required (lights/darks)
• Confirm load count with your WashMate at pickup

Payment Terms

• Payment is processed securely through Stripe at time of order
• All prices are in Canadian dollars (CAD)
• Prices include service but exclude HST (13% added at checkout)
• Refunds are handled on a case-by-case basis (see Section 7)

5. Service Execution

Customer Responsibilities

• Ensure laundry is ready for pickup at scheduled time
• Remove prohibited items (see Section 6)
• Provide special care instructions if needed
• Inspect laundry promptly upon delivery

WashMate Responsibilities

• Complete orders professionally and on time
• Follow customer's special instructions when provided
• Use standardized detergent pods for consistency
• Provide photo verification at pickup and delivery

6. Prohibited Items

The following items are NOT accepted for laundry service:

• Dry clean only items (unless specifically arranged)
• Items with excessive staining (oil, paint, biohazard materials)
• Leather, suede, or fur items
• Delicate items requiring hand-washing (unless agreed upon)
• Items with significant damage or tears

WashMates and WashMates are not liable for damage to prohibited items if included in orders.

7. Satisfaction and Disputes

Customer Satisfaction

If you are not satisfied with your order, contact us within 24 hours of delivery. We will work with you to make it right, which may include:

• Investigating the issue with your WashMate
• Offering a partial or full refund (processed within 5-10 business days)
• Arranging a re-wash at no additional cost
• Providing credit toward future orders

Refund Policy

Lost or Damaged Items

Just like laundry done at home, items can occasionally go missing or be damaged. If this happens, report it within 24 hours and we'll work with you on a fair resolution. We are not liable for normal wear and tear, damage to prohibited items, or items not listed in the order manifest.

Dispute Resolution

If you have a dispute with a WashMate or with WashMates as a platform:

• Step 1: Contact us at washmatesstudio@gmail.com within 24 hours
• Step 2: We will investigate and respond within 2-3 business days
• Step 3: If unresolved, disputes may be escalated to mediation or resolved through Ontario courts

8. Cancellations and Changes

Customer Cancellations

• Orders can be cancelled before WashMate accepts them
• After acceptance, cancellations may incur fees
• No refunds after pickup has occurred

Schedule Changes

Contact us as soon as possible if you need to change pickup or delivery times. We will do our best to accommodate changes, but cannot guarantee availability.

9. WashMate Terms

Independent Contractors

WashMates are independent contractors, not employees of WashMates. They:

• Set their own schedules and choose which orders to accept
• Are responsible for their own taxes, including GST/HST registration if applicable
• Earn competitive rates per order completed
• Must pass our verification process before acceptance

Insurance Responsibility

As an independent contractor, you are solely responsible for maintaining appropriate insurance coverage:

• If using a personal vehicle for deliveries, you are responsible for notifying your auto insurance provider of delivery use if required by your policy
• WashMates does not provide vehicle insurance coverage for contractors
• You may want to consider gig economy or delivery-specific coverage options
• WashMates is not liable for any incidents occurring during your use of a personal vehicle

Note: Vehicle use is optional. Many WashMates complete orders using public transit or walking within their service radius.

Platform Fees

WashMates retains a platform fee from each order to maintain and improve the service. This fee is deducted from WashMate earnings before payout (customers pay the standard $35/load rate).

Payouts

• Processed via Stripe Connect to your linked bank account
• Payouts requested after order completion and customer confirmation
• Funds typically arrive within 2-5 business days
• You must complete Stripe onboarding and verification to receive payouts

10. Limitation of Liability

WashMates acts as a platform connecting customers with independent service providers. To the fullest extent permitted by law:

• We are not liable for acts or omissions of WashMates
• Our total liability is limited to the amount paid for the specific order
• We are not responsible for indirect, incidental, or consequential damages
• We do not guarantee specific results or outcomes

11. Privacy and Data

Your use of our Service is also governed by our Privacy Policy. By using our Service, you consent to our collection and use of information as described in our Privacy Policy.

12. Changes to Terms

We may modify these Terms at any time. We will notify users of significant changes via email or through our Service. Continued use after changes constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of Ontario, Canada. Any disputes shall be resolved in the courts of Ontario.

14. Contact Us

If you have questions about these Terms of Service, contact us: