Ottawa laundry refund policy and cancellation posture for Dirty Laundry Co.

Case01 · Standard Order Refunds

Standard Order Refunds

Standard fixed-bag orders can be reviewed for refund eligibility when service is not provided as described, pickup does not occur, or the customer cancels before the operational cutoff that applies to the final backend flow. A refund review looks at the order record, pickup status, customer communication, and whether any work has already begun.

A completed standard laundry order is not automatically refunded because a customer changes plans after pickup or because the customer entered incorrect address, contact, or service details. The operator may still choose a practical resolution when the issue is minor, clear, and reported quickly. The goal is a fair outcome, not a rigid script.

If the service fails because of an operator-side issue, such as a missed confirmed pickup or a clear mismatch between the confirmed service and the work performed, the operator may refund, credit, reperform the service, or offer another reasonable remedy. The exact remedy depends on the facts and the stage of the order.

Case02 · Per-Pound Variance Dispute

Per-Pound Variance Dispute

Per-pound orders are priced after weigh-in in the backend phase. Customers may dispute a variance when the recorded weight, scale photo, or item handling appears incorrect. The staff process requires a scale photo before marking an order weighed, and that evidence supports a practical review if the customer asks questions.

A variance dispute should be sent promptly after the customer receives the weigh-in notice or final charge information. The customer should include the order context, the reason the weight seems wrong, and any helpful information about the load. The operator will review the recorded weight, staff notes, and available photos before responding.

Per-pound authorization and capture follow the payment model in steering. The authorization is not the final charge. If the final weight or charge appears wrong, the review should focus on the captured amount and the recorded weight, not only on the temporary authorization shown by the card issuer.

Case03 · Quote Non-Acceptance

Quote Non-Acceptance

Quote requests do not create a charge before acceptance. If the customer does not accept a quote, no standard order is created from that request. A customer may decline a quote, ask a clarification question, or let the quote expire. The public SLA says a quote remains valid for 7 days unless the quote itself states a shorter practical limit.

A quote can change if the final items, volume, condition, location, or timing differs from the details submitted. Photos and notes help the operator prepare an accurate response, but they do not replace final review when the real items are received. If the difference is material, the operator may pause the work and ask for confirmation before proceeding.

Custom work such as dry cleaning, comforters, commercial laundry, and Airbnb laundry stays on the quote path because automatic pricing would be misleading. This protects the customer from surprise charges and protects the operator from promising work that needs review first.

Case04 · Subscription Pause

Subscription Pause

Recurring pickup in MVP is charged per generated pickup order, not through Stripe Subscriptions. A recurring schedule is a service rhythm, not a monthly prepaid plan. If a recurring payment fails, the product rule is to pause the subscription flow rather than automatically retrying payment.

A customer may ask to pause a recurring rhythm before the next pickup is generated. Once a pickup has been generated, cancellation depends on timing, staff assignment, and whether pickup has already started. The operator should explain what can be changed and what has already moved too far through the workflow.

If a customer pauses because they will be away, changed address, need a different frequency, or have a payment issue, the service should resume only after the customer confirms the new detail. This avoids unwanted pickups and keeps the operator workflow predictable.

Case05 · Contact

Contact

Refund and cancellation questions can be sent through the contact page. Include the booking, quote, or pickup context so the operator can review it without extra back and forth. Helpful details include the email address used, service type, requested date, pickup state, and the reason for the request.

Support response target is within 48 business hours. Quote response target is within 24 business hours, but refund and cancellation questions may need a different review because they can involve order state, payment state, staff notes, or item condition. The operator will respond through the contact path used by the customer or another practical service channel.

Do not send card numbers, passwords, or unrelated sensitive documents through the contact form. If evidence is needed, such as a photo of an item concern, the operator will explain the correct next step.

Keep the request plain and specific. Clear context helps the operator resolve the issue without asking the customer to repeat the whole order history.