Legal

Refund Policy

Last updated: February 23, 2026

At Suds Laundry, we want every order to meet your expectations. If something goes wrong, we are here to make it right. This policy outlines how refunds and credits work.

1. Order Cancellations

When you cancelRefund amount
Before pickup100% refund
After pickup, before processing beginsPartial refund (minus $10 pickup fee)
During processingCase-by-case review
After deliverySee Damage and Quality Claims below

2. Damage and Quality Claims

If your items are damaged, lost, or the service quality is below expectations:

  1. Report within 48 hours: Use the dispute button on your order in the dashboard. Include photos if possible.
  2. We investigate: Our team reviews the claim. Most claims are resolved within 3 to 5 business days.
  3. Resolution: Depending on the outcome, you may receive a full refund, partial refund, credit for future service, or re-cleaning at no charge.

3. Liability Limits

Our liability for damaged or lost items is limited to:

  • Standard items: Up to 10x the cleaning cost of the affected item
  • Maximum per order: $500
  • High-value items: Items valued over $100 each should be declared at the time of pickup for additional coverage

We are not liable for damage caused by pre-existing conditions, normal wear and tear, failure to provide care instructions, or items with undisclosed stains or damage.

4. Late Delivery

If your order is delivered significantly past the estimated delivery time (more than 24 hours late for standard orders, or more than 12 hours for rush orders), you may be eligible for a partial credit on the service fee. Contact support to request a late delivery credit.

5. Subscription Refunds

For recurring subscription orders:

  • You may pause or cancel your subscription at any time
  • Cancellation takes effect before the next scheduled pickup
  • No refunds are issued for the current billing period
  • If a subscription order has quality issues, the standard dispute process applies

6. Referral Credits

Referral credits are non-refundable and cannot be converted to cash. Credits expire 12 months after being earned. If your account is closed, any remaining credits are forfeited.

7. How Refunds Are Processed

Approved refunds are processed as follows:

  • Original payment method: Refunds are returned to the card or payment method used for the order
  • Processing time: 5 to 10 business days depending on your bank
  • Platform credits: Available immediately and applied to your next order

8. How to Request a Refund

  1. Go to your Dashboard
  2. Find the order in question
  3. Click "Report Issue" or "Request Refund"
  4. Describe the issue and attach any photos
  5. Our team will review and respond within 48 hours

For urgent issues, contact us at support@sudslaundry.com.

9. Contact

Questions about this policy? Contact us at support@sudslaundry.com or through our contact page.

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