Cancellation and Refund Policy

• Cancel at least 24 hours before the scheduled pickup time to receive a full refund.
• Cancellations made less than 24 hours before pickup may be subject to a $15 late-cancellation fee. The remaining amount will be refunded.
• A booking may be rescheduled without a cancellation fee if the request is made at least 24 hours before pickup.

Once laundry has been picked up or processing has begun, the service cannot normally be cancelled or refunded because labor, transportation, supplies and laundry expenses have already been incurred.

Customers are responsible for making their laundry accessible at the selected pickup location during the scheduled window.

If the laundry is unavailable, inaccessible or unsafe to collect when the laundry partner arrives, Kwantem Laundry may:

• Offer one rescheduled pickup; or
• Deduct a $15 service-attempt fee and refund the remaining amount.

Customers must report washing, drying, folding or delivery concerns within 24 hours after delivery.

Kwantem Laundry may request photographs and order information to investigate the concern. When appropriate, Kwantem Laundry may offer:

• A complimentary rewash or service correction;
• An account credit; or
• A partial or full refund when the service cannot reasonably be corrected.

Normal wear, preexisting damage, color bleeding, shrinking, missing care labels, items left in pockets and damage caused by items unsuitable for machine washing or drying are not considered service-quality failures.

Kwantem Laundry may refuse laundry containing pests, blood, mold, hazardous materials, bodily fluids, excessive contamination or dry-clean-only items.

If an order is refused before processing begins, the customer may receive a refund minus any applicable pickup or service-attempt fee. No refund is required for costs already incurred in safely handling, transporting or isolating undisclosed prohibited items, except where required by law.

Customers should select the package that accurately reflects their laundry amount. If the laundry exceeds the selected package limit, Kwantem Laundry will request approval for the additional charge before processing whenever reasonably possible.

If the customer declines the corrected price, the order may be cancelled and refunded minus transportation or service-attempt costs already incurred.

• Recurring customers may cancel or reschedule a future service at least 24 hours before its scheduled pickup.
• Completed services and services already picked up are not refundable solely because the customer later cancels recurring service. Ending recurring service will not remove discounts or rewards already earned on completed qualifying orders, but unused promotional rewards have no cash value.

Refunds are based on the amount actually paid, not the service's undiscounted value. Promotional discounts, credits and free-service rewards are not redeemable for cash.

If Kwantem Laundry cannot fulfill an order and cannot arrange an acceptable replacement date, the customer will receive a full refund to the original payment method.

Approved refunds will be issued to the original payment method. The time required for the refund to appear depends on the customer's bank or card provider.

To request a cancellation, refund, rewash or account credit, contact Kwantem Laundry through the Contact & Support page. Include the customer's name, order number, service date and a brief explanation of the request.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.