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Effective Date: August 25, 2025
Clean Slate Laundry Plus (“Clean Slate Laundry Plus,” “Clean Slate,” “we,” “us,” or “our”) is committed to providing reliable, professional wash-dry-fold, laundry pickup and delivery, recurring laundry, commercial laundry, and related services.
Because laundry is a personalized service involving the handling and processing of customers’ personal property, our return and refund policy differs from policies for traditional retail products.
1. Service Satisfaction Guarantee
We want every customer to be satisfied with their Clean Slate experience.
If you believe your laundry service was not completed according to your order, including concerns about cleanliness, drying, folding, packaging, or a missed service instruction, please contact us within 24 hours of delivery or pickup.
We will review the concern and, when appropriate, may offer:
Rewashing or reprocessing of affected items
A partial service credit
A replacement service
A refund for the affected portion of the order
Another reasonable resolution based on the circumstances
Our goal is to resolve legitimate service concerns promptly and fairly.
2. Returns
Because Clean Slate Laundry Plus provides a service rather than selling ordinary retail merchandise, completed laundry orders generally cannot be “returned.”
If an issue exists with your completed laundry order, contact us as soon as possible so that we can evaluate the situation and determine the appropriate remedy.
Customers should not ship or otherwise return laundry to Clean Slate Laundry Plus without first contacting us and receiving instructions.
3. Refund Eligibility
Refunds may be considered in situations including:
A service was charged but not provided
A duplicate charge occurred
An order was incorrectly charged
A significant service error occurred
Clean Slate Laundry Plus is unable to complete an order
A qualifying portion of an order was not completed
An approved customer service resolution includes a refund
Refunds are generally issued only for the affected portion of the service unless the circumstances justify a full refund.
4. Customer-Caused Issues
A refund may not be available when the issue results from circumstances outside Clean Slate Laundry Plus’s reasonable control, including:
Incorrect or incomplete pickup or delivery information
Customer-provided instructions that are unclear or contradictory
Failure to disclose special handling requirements
Normal wear, fading, shrinking, stretching, color bleeding, or deterioration associated with the condition or care requirements of an item
Items improperly placed in laundry bags
Pre-existing damage
Items that are not reasonably suitable for machine washing or drying
Items that require specialized cleaning not included in the ordered service
Failure to retrieve or receive laundry after reasonable delivery attempts
Customer cancellation after laundry processing has begun
Customer failure to report an issue within the applicable claim period
Nothing in this section limits any rights that cannot legally be waived.
5. Cancellation Before Processing
Customers may request cancellation of an order before processing begins.
If the order has not yet been picked up or processing has not begun, a cancellation may be eligible for a full refund, subject to any disclosed pickup, cancellation, or scheduling fees.
Once laundry has been picked up or processing has begun, cancellation may no longer qualify for a full refund.
6. Cancellation After Processing Begins
If a customer cancels an order after laundry processing has begun, Clean Slate Laundry Plus may retain charges reasonably associated with services already performed.
Any remaining eligible balance may be refunded or credited at Clean Slate Laundry Plus’s discretion and as required by applicable law.
7. Pickup and Delivery Fees
Pickup and delivery fees may be non-refundable when a scheduled pickup or delivery attempt has been made.
However, if Clean Slate Laundry Plus is responsible for a failed pickup or delivery, we may waive or refund the applicable fee.
8. Missed Pickup or Delivery
If a customer is unavailable during a scheduled pickup or delivery window, the customer should contact Clean Slate Laundry Plus as soon as possible.
Additional pickup or delivery charges may apply when:
The customer is unavailable
The customer provides an incorrect address
Access to the property is unavailable
Special delivery instructions cannot be followed
The customer requests another delivery attempt
We will make reasonable efforts to communicate with the customer before applying additional charges.
9. Damaged or Missing Items
If you believe an item was damaged, lost, or missing while in Clean Slate Laundry Plus’s possession, notify us within 24 hours of delivery or pickup.
Please provide:
Customer name
Order number
Description of the item
Description of the issue
Photographs, if applicable
Any other information reasonably requested by Clean Slate Laundry Plus
We will investigate the claim and determine whether compensation, service credit, reprocessing, or another remedy is appropriate.
Any compensation for damaged or missing items is subject to Clean Slate Laundry Plus’s Customer Service Agreement, Liability Waiver, Terms and Conditions, and applicable law.
10. Stains and Existing Damage
Clean Slate Laundry Plus cannot guarantee removal of every stain.
Certain stains may be permanent or may require specialized treatment beyond the scope of standard wash-dry-fold services.
We are not responsible for:
Pre-existing stains
Permanent discoloration
Existing fabric damage
Damage caused by improper previous washing or drying
Damage caused by adhesives, chemicals, dyes, embellishments, or decorative materials
Damage resulting from manufacturer defects
Normal deterioration caused by age or use
We may decline to apply treatment that we reasonably believe could damage an item.
11. Special-Care Items
Customers are responsible for identifying items that require special care and providing accurate care instructions.
Clean Slate Laundry Plus may decline to process items that:
Require dry cleaning
Require specialized commercial treatment
Are labeled “hand wash only”
Are labeled “do not tumble dry”
Require care outside our standard services
Present a reasonable risk of damage during standard processing
If an item requires special handling that was not disclosed when the order was placed, Clean Slate Laundry Plus may contact the customer before proceeding.
12. Prohibited Items
Customers must not place prohibited items in laundry bags.
Prohibited items may include:
Cash
Jewelry
Watches
Electronics
Important documents
Medications
Weapons
Firearms or ammunition
Illegal substances
Hazardous materials
Sharp objects
Chemicals
Other items that may present a safety, legal, or property risk
Clean Slate Laundry Plus is not responsible for prohibited items placed inside laundry.
13. Bodily Fluids and Heavily Contaminated Laundry
For the safety of our customers, employees, drivers, and laundry processing personnel, Clean Slate Laundry Plus reserves the right to refuse or discontinue processing of laundry that is heavily contaminated or saturated with bodily fluids, hazardous substances, chemicals, or other materials that present a health or safety risk.
If such laundry is discovered after pickup, Clean Slate Laundry Plus may:
Decline to process the affected items
Return the affected items to the customer
Charge applicable pickup, handling, or service fees
Require specialized processing at the customer’s expense where available
Cancel the affected service
Any such decision will be made consistent with applicable law and our Customer Service Agreement.
14. Refund Processing
Approved refunds will generally be returned to the original payment method.
Depending on the payment processor or financial institution, refunds may take several business days to appear on the customer’s account.
Clean Slate Laundry Plus is not responsible for delays caused by banks, credit card companies, payment processors, or other financial institutions.
15. Credits Instead of Refunds
In some situations, Clean Slate Laundry Plus may offer a customer account credit instead of a monetary refund.
Account credits may be offered for:
Service complaints
Promotional adjustments
Goodwill accommodations
Minor service issues
Scheduling issues
Other customer service resolutions
Customers will be informed when a credit is being offered in place of a refund.
16. Gift Cards and Promotional Credits
Gift cards, promotional credits, discounts, coupons, and promotional offers are subject to their individual terms.
Unless required by law:
Promotional credits have no cash value
Promotional discounts cannot be exchanged for cash
Gift card purchases may be non-refundable
Promotional credits may not be transferable
Expiration dates, if any, will be disclosed as required by law
17. Recurring Customers and Memberships
Customers enrolled in recurring laundry services or membership programs may cancel future scheduled services according to the applicable membership or subscription terms.
Cancellation of a recurring service does not automatically create a refund for services already completed or orders already processed.
If a recurring payment was processed after a properly submitted cancellation, Clean Slate Laundry Plus will review the charge and issue any refund required by the applicable terms or law.
18. Commercial Customers
Commercial laundry customers may be subject to separate service agreements, pricing agreements, invoices, payment terms, and dispute procedures.
If a commercial customer has a written agreement with Clean Slate Laundry Plus, the terms of that agreement will control to the extent they conflict with this Return & Refund Policy.
19. How to Request a Refund or Report a Problem
To request a refund, report damaged or missing laundry, or raise a service concern, contact Clean Slate Laundry Plus as soon as possible.
Clean Slate Laundry Plus
Raleigh, North Carolina
Website: cleanslatelaundryplus.com
Phone: 984.226.9277
Email: Admin@cleanslatelaundryplus.com
Please provide:
Your name
Order number, if available
Date of service
Description of the problem
Items affected
Photographs, if applicable
Requested resolution
We may request additional information necessary to investigate the issue.
20. Time Limit for Claims
Unless a longer period is required by applicable law, customers should report service issues, damaged items, missing items, or refund requests within 24 hours of delivery or completion of the applicable service.
Claims submitted after this period may still be reviewed at Clean Slate Laundry Plus’s discretion, but we may be unable to verify the condition or circumstances of the laundry after it has been returned to the customer.
21. No Waiver of Legal Rights
Nothing in this Return & Refund Policy is intended to limit, waive, or eliminate any consumer rights or remedies that cannot legally be limited or waived under applicable federal, state, or local law.
22. Changes to This Policy
Clean Slate Laundry Plus may update this Return & Refund Policy from time to time.
When changes are made, we will update the Effective Date at the top of this policy.
The version of the policy in effect at the time of the applicable transaction will generally govern that transaction, subject to applicable law.
23. Acceptance
By placing an order or using Clean Slate Laundry Plus Services, you acknowledge that you have had an opportunity to review this Return & Refund Policy and agree to its applicable terms.
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