Service Terms
These Service Terms govern pickup-and-delivery laundry services provided by Wallflower Laundry Valet (“Wallflower,” “we,” “us” or “our”). By placing an order, completing payment, submitting a Laundry Profile or giving us laundry, you agree to these terms.
1. Orders, service area and scheduling
Orders are placed and paid in advance through Wallflower’s Square Online ordering site. After checkout, you must complete the Laundry Profile to provide your laundry-care preferences, pickup information and preferred pickup window. The pickup window selected in your Laundry Profile is the scheduled pickup window unless Wallflower contacts you because a change is necessary.
Service is available only for eligible addresses and is subject to route capacity, safe access and complete and accurate order information. We may decline or reschedule an order because of an ineligible or inaccurate address, route capacity, unsafe conditions, excluded items or incomplete information. If we cannot provide the purchased service, we will contact you and offer rescheduling or an applicable refund.
2. Pricing, bags and order capacity
Full Bag service costs $45 for each filled standard-size laundry bag purchased. A standard-size bag is approximately 24 × 36 inches, or comparable in capacity, and must close normally without clothing extending above the opening. Customers may use their own standard-size laundry bag; a Wallflower-branded bag is not required.
The optional Additional 1/2 Bag add-on costs $20 and may be purchased only with at least one Full Bag. Each add-on covers up to approximately one-half of a standard Full Bag’s capacity. The quantities and prices shown in your Square order confirmation control for that order.
If the laundry presented exceeds the capacity purchased, we may pause the order and request approval for an additional charge. We will not impose an additional charge without your approval, and unapproved excess laundry may be returned unprocessed.
3. Payment
Payment is collected at checkout through Square before pickup. Square processes payment-card information under its own terms and privacy practices; Wallflower does not receive or store your complete payment-card number. Do not send payment-card information through the Laundry Profile, email, text messages or pickup and delivery instructions.
4. Pickup and return delivery
You are responsible for providing an accurate service address, access information and a safe, lawful pickup location. If you choose to meet the driver, you must be ready at the confirmed location during the selected pickup window. The driver may wait up to five minutes and cannot search a property or move among unconfirmed meeting points. An incomplete handoff may require rescheduling.
For unattended pickups, please leave your laundry in a secure, protected location. Wallflower Laundry Valet is not responsible for loss, theft, weather exposure, contamination, or damage that occurs before the laundry is collected. If you authorize no-contact return delivery, you accept the risk of loss, theft, weather exposure, or damage after Wallflower completes delivery at the location you designated.
An alternate return location must be on the same property, within the same apartment community or building, or at an immediately adjacent residence. If you authorize delivery to a neighbor or other third party, you are responsible for confirming that person’s permission and accepting the risk of delivery to the location you designated.
5. Turnaround time
Next-day return is our standard service goal, not an unconditional guarantee. Air-dried items, unusually large orders, special handling, equipment problems, weather, road conditions, property-access problems or other events outside our reasonable control may require additional time. We will communicate material delays as soon as reasonably possible.
6. Your Laundry Profile and care instructions
We follow the Laundry Profile and order-specific instructions you provide. You are responsible for giving complete, accurate and safe instructions and for updating saved preferences when they change. When instructions conflict, the most recent order-specific instruction controls. If instructions are unclear, incomplete or unsafe, we may use reasonable standard-care settings or contact you before processing.
7. Items we do not accept
Do not include dry-clean-only garments, leather, suede, wedding attire, specialty couture, wet or moldy laundry, pest-infested items, hazardous or bio-contaminated materials, rugs, weighted blankets, oversized comforters or large commercial linen loads. Contact us before including anything unusual. We may refuse or return any item we reasonably believe cannot be handled safely through standard wash, dry and fold service.
8. Customer responsibilities
- Keep laundry dry and free from hazardous, contaminated or pest-infested material.
- Empty all pockets and remove money, identification, jewelry, electronics, keys and other valuables.
- Identify stains, special-care items and anything that must be air-dried or hung.
- Provide necessary hangers when selected garments should be returned hung.
- Ensure that Wallflower may lawfully and safely access the designated pickup and return locations.
- Keep your contact, address, access and Laundry Profile information current.
9. Stains, wear and garment risk
Stain removal is not guaranteed. Normal laundering can reveal or worsen pre-existing damage, weak fabric, loose seams, missing fasteners, color instability, dye transfer, wear, pilling or shrinkage. Wallflower is not responsible for conditions caused by incorrect or missing care labels, undisclosed special-care requirements, items left in pockets, normal wear or the inherent properties of a fabric or dye.
10. Cancellations, refunds and service concerns
Orders may be canceled for a full refund when cancellation is requested at least 24 hours before the scheduled pickup window. Cancellations made less than 24 hours before the scheduled pickup window are nonrefundable. Pickup changes or rescheduling requests must also be made at least 24 hours before the scheduled pickup window and are subject to route availability.
Once your laundry has been collected or processing has begun, the order is nonrefundable, except when Wallflower Laundry Valet cannot complete the service or determines that a refund is appropriate.
If we cannot confirm service for your address or requested pickup, we will cancel and refund the order. Report missing items, damage or service-quality concerns within 48 hours after delivery by emailing hello@wallflowerlaundry.com. Depending on the circumstances, we may offer a rewash, credit, partial refund or full refund.
Approved refunds are returned to the original payment method. The time required for the refund to appear depends on the customer’s bank or card issuer.
11. Liability
To the fullest extent permitted by law, Wallflower is not liable for indirect, incidental, special or consequential damages or sentimental value. For a verified lost or damaged item for which Wallflower is legally responsible, liability is limited to the item’s reasonable depreciated value and no more than $250 for the affected order. Nothing in these terms limits liability that cannot legally be limited.
12. Recurring service
Recurring service may be requested weekly, every other week or twice weekly. A recurring schedule is not final until accepted. Unless a separate recurring-payment arrangement is expressly established, each order must be placed and paid through the ordering site. Contact us as early as possible to pause, change or cancel a scheduled pickup.
13. Communications and electronic agreement
You authorize us and our service providers to send transactional emails or text messages concerning orders, payment, pickup, return delivery, delays and customer support using the contact information you provide. Marketing messages are sent only when you opt in, and you may unsubscribe using the instructions in those messages.
Placing an order, completing payment, submitting your Laundry Profile or giving Wallflower your laundry constitutes your electronic acknowledgment that the information you provided is accurate and that you agree to these Service Terms and acknowledge the Privacy Notice.
14. Governing law and changes
Texas law governs these terms, without regard to conflict-of-law principles. If any provision is unenforceable, the remaining provisions remain effective. We may update these terms prospectively by posting a revised version with a new effective date; the version presented for an order governs that order.
15. Contact
Questions about these terms may be sent to hello@wallflowerlaundry.com.