Service Area
Dirty Laundry Co. serves Ottawa at launch with flat pricing across served postal-code prefixes. The public service-area page includes a client-side lookup that validates postal-code format and checks a committed prefix fixture. It does not call an external map provider, and it does not promise service outside the launch geography.
The lookup result is a service signal. Final availability can still depend on address details, building access, daily capacity, pickup timing, item eligibility, and operational confirmation. If a postal code is waitlisted, the customer may still contact support or request a quote, but the operator is not required to accept the work.
Neighbourhood detail pages are not part of this spec. The URL structure stays generic and reusable. Ottawa can appear in page titles, headings, body copy, and schema, but not in the brand name or reusable URL slugs.
Pickup Windows
Pickup windows are shown as practical customer-facing choices. Final operational availability is confirmed by the customer app and backend flow. A selected window in the booking flow creates a draft preference, not a completed dispatch assignment.
Customers should have laundry ready before the start of the selected window and should provide access details that are clear enough for a single operator workflow. If a building requires a buzzer, concierge handoff, loading access, or special instructions, those details should be provided before confirmation.
Weather, traffic, building access, volume, staff capacity, and customer responsiveness can affect pickup timing. If a confirmed pickup cannot happen as planned, the operator should communicate through the active support channel and offer a practical next step.
Item Eligibility
Standard wash and fold belongs in the booking path. Dry cleaning, bedding, commercial laundry, and Airbnb laundry require quote review before service is confirmed. This split keeps pricing honest and prevents unusual items from being forced into the wrong flow.
Customers should not send hazardous materials, heavily contaminated items, items with pests, wet items likely to mildew, valuables, electronics, cash, documents, or items that cannot safely be laundered. If an item requires special handling, the customer should use the quote path and describe the item before pickup is arranged.
The operator may refuse an item, pause an order, ask for more information, or return an item unprocessed if the item is unsafe, unsupported, mislabeled, materially different from the request, or likely to damage other laundry. Refusal is a service-safety decision, not a penalty.
Damaged/Lost Items Process
Customers should contact support with order details, item notes, and any available photos. The operator reviews the concern and follows up through the support channel. The review may consider item condition before pickup, care labels, service selected, staff notes, photos, and the timing of the report.
Claims should be made promptly after return so the operator can review the issue while details are still current. The customer should keep the item, packaging, and any relevant photos until the review is complete. If the concern involves a missing item, the customer should describe the item clearly and note whether it may have been packed with another household load.
The production support process will define the final remedy options. Possible outcomes may include explanation, re-cleaning, credit, refund, or another practical remedy. The operator is not responsible for pre-existing wear, weak fabric, colour bleeding, incorrect care labels, items left in pockets, or damage from unsupported items.
Turnaround Times
Same-day delivery is a target for standard service when the order fits cutoff and capacity. Custom quote work may require a different schedule. The public site should use careful language and avoid promising a guaranteed same-day outcome for every order.
Turnaround depends on pickup time, load size, item type, drying time, quote review, staff capacity, building access, weather, and customer response time. A standard wash and fold load is more predictable than a commercial request, bulky bedding request, or dry cleaning quote.
If timing is critical, the customer should mention it before confirming the request. The operator can then decide whether the request fits the day’s capacity or needs a different schedule.
Communication
The MVP uses email-first communication. SMS, driver apps, live chat widgets, and dynamic route optimization are out of scope. Customers should watch the email address used for booking, quote, and support messages.
Public SLAs are quote response within 24 business hours, support response within 48 business hours, quote validity for 7 days, and email delivery within 5 minutes of trigger. These targets set expectations for normal service communication.
Customers should use the contact page when a detail changes, such as address, access notes, item count, quote photos, pickup availability, or support concern. Clear messages help the operator resolve issues faster and avoid repeated clarification.
