How we handle your laundry — and what we don't cover.

1. What we do

We pick up your laundry, wash it on the cycle and temperature you tell us (cold by default), tumble-dry on low or medium heat (or hang-dry for an extra fee if you flag it), fold neatly, and return it within the timeframe you booked.

Every load is washed independently.Your bag is tagged at pickup, washed alone in its own machine cycle, and returned in the same bag. We never combine loads from different customers. That's how items don't get mixed up, lost, or contaminated. Your laundry stays yours, end to end.

2. What we don't wash

For your protection, we will not wash:

• Items without manufacturer care tags (we have no way to know what cycle they need)
• Items labelled “DRY CLEAN ONLY” — non-negotiable, these need a real cleaner
• Items labelled “DRY CLEAN RECOMMENDED” — the manufacturer is telling you these should be dry-cleaned. Wash & fold is not appropriate. We won't risk your garment.
• Leather, suede, fur, real silk, cashmere, vintage / heirloom items
• Wedding dresses, formalwear, costumes, theatrical garments
• Items with heavy beading, sequins, embroidery, or detachable hardware
• Items visibly damaged before pickup (torn seams, holes, fraying, weakened fabric)
• Items contaminated with bodily fluids, mould, biohazards, paint, oil, gasoline, or pet waste

If we find any of these in your bag, we will set them aside, photograph them, and return them unwashed at delivery with a brief note. We partner with a local Ottawa dry cleaner — flag these items in your booking notes and we'll route them there for you.

3. What you agree to (please read carefully)

Your responsibility:we cannot inspect every garment in advance. You know your wardrobe — we don't. It is on you to tell us about anything special before we wash it.

• Disclose any expensive, designer, vintage, sentimental, or otherwise high-value items in your booking notes — including items over $50 in value. Items not declared in advance are not eligible for damage compensation under §4.
• Read your care tags before bagging. If a tag says “DRY CLEAN ONLY” or “DRY CLEAN RECOMMENDED”, do not include it in your wash bag. Either set it aside, or flag it in your notes so we can route it to our partner cleaner. We are not liable for damage to dry-clean-recommended items if you include them without telling us.
• Empty all pockets before bagging. We are not responsible for damage or loss caused by items left in pockets (pens, lipstick, ID, cash, electronics, AirPods, jewellery).
• Honestly disclose any pre-existing damage in your booking notes or by text before pickup. Damage we didn't cause isn't our liability.
• Specify any wash preferences (cold/warm/hot, detergent type, no fabric softener, hang-dry, etc.) in your booking notes. Default is cold wash, tumble dry low.
• Inspect your items within 24 hours of delivery and report any concerns (see §5).
• Not include any restricted items listed in §2.
• Be available (or arrange a drop point) within your chosen window.

If you don't tell us, we can't protect it.Wash & fold is a standardised service. We treat every bag with care, but we wash on a default cycle unless you give us specific instructions. Items damaged because they needed special handling we weren't told about are not covered.

4. Damage liability — fault-based

Tidii is responsible for damage to your items only when the damage is directly caused by our error, negligence, or wilful misconduct — for example, using the wrong wash cycle on an item you correctly disclosed, dye transfer from us mishandling a sort, or losing a bag in transit. When we're at fault, we cover reasonable replacement value for the item — based on what it would cost to replace it today in comparable condition. We don't lowball; we don't pretend a $90 shirt is worth $20.

We're NOT responsible for:

• Normal wear and fabric variance — minor fading, shrinkage of items not labelled pre-shrunk, softening over time, pilling on knits. Wash & fold has inherent variance.
• Damage to high-value, designer, vintage, sentimental, or otherwise special items you did not disclose in advance. We treat every bag with care, but we wash on a default cycle (cold, tumble dry low) unless you tell us otherwise. If you put a $400 cashmere sweater in a bag without flagging it, and we washed it as a regular garment, that's on you for not telling us — not on us for following the default.
• Damage to items labelled “DRY CLEAN ONLY” or “DRY CLEAN RECOMMENDED” that you put in the wash bag. The manufacturer told you not to wash it. Choosing to wash it anyway is your decision and your risk.
• Damage caused by items left in pockets — pens, lipstick, AirPods, cash, jewellery, lighters, gum. Empty pockets before bagging.
• Damage from items you knowingly included from the §2 restricted list (leather, suede, fur, wedding dresses, items without care tags, items with weakened seams or pre-existing damage, items contaminated with biohazards/paint/oil).
• Dye transfer between items washed together at your request (e.g., you asked us to wash everything in one cycle to save time).
• Items damaged after delivery — once your bag is back in your hands, the wash is complete. Normal wear from after-delivery storage or use isn't our liability.

When we ARE at fault, here's what happens:

• You file a claim per §5 within 24 hours of delivery, with photos and the item's laundry tag.
• We investigate and respond within 48 hours.
• If our error caused the damage, we cover reasonable replacement value — replace the item, refund the wash fee, or pay you the cash equivalent. Your call.
• We're a real business with insurance for genuine claims. We don't cap legitimate damage we caused — we own it.

5. How to file a claim

1. Within 24 hours of delivery, text 613-355-3512 with: your booking number, your laundry tag (e.g., TIDII-0247-CEN), photos of the damaged item, and a brief description of the issue.
2. For items over $50 declared value, include proof of purchase or comparable replacement listing.
3. We will respond within 48 hours with one of: replacement, refund of the item's wash fee plus depreciated value, or a written explanation if the claim is outside this agreement.
4. We reserve the right to inspect the item before payout. Please don't throw it away.
5. Claims filed more than 24 hours after delivery are not eligible for compensation. This isn't about being unfair — it's about us being able to investigate while the wash batch is still traceable.

6. Lost items

If we can't locate an item at delivery, we'll tell you immediately and have 7 days to find it before it's officially declared lost. If unrecovered, the §4 liability terms apply.

7. Pricing & payment

• The price you see at booking is the price you pay. No surprise add-ons.
• Hang-dry add-on: flat $10 if any items in the bag need hang-drying.
• Express service: +$15 for 24-hour turnaround and a 2-hour pickup window.
• Tidii Weekly subscribers save 20% on every pickup.
• If your bag is significantly heavier than the size declared, we'll text you before washing with the price difference. No surprise charges.

8. Cancellation

• Free cancellation anytime before the driver is dispatched on pickup day.
• If the driver arrives and you're not reachable / no bag is left out, a $15 trip fee applies.
• Tidii Weekly subscribers can pause or cancel anytime via /manage. No retention games.

9. Privacy

We collect your name, phone, address, and laundry preferences only to deliver service. We do not sell or share customer data with third parties. Stripe handles all payment information — we never store your card. You can request deletion of your customer record by texting 613-355-3512.

10. Limitation of liability

By booking a Tidii pickup, you agree to the following limits on what you can claim from Tidii — these protect us from frivolous or excessive claims while keeping us fully accountable for damage we actually caused (see §4).

• You waive claims for indirect, incidental, consequential, or punitive damages. This includes lost wages, emotional distress, loss of business or opportunity, and any non-monetary damages. We cover the cost of replacing what we damaged — not the downstream consequences.
• You waive class-action participation. Any dispute you bring against Tidii is on an individual basis only.
• You will not file a credit-card chargeback or payment dispute without first working through the §5 claim process for at least 14 days. Bypassing the claim process and filing a chargeback constitutes breach of this agreement and forfeits any future Tidii service.
• You acknowledge that wash & fold is a standardised laundry service with inherent variance — minor fading, shrinkage of items not labelled pre-shrunk, and softening of fabrics over repeated washes are normal and not covered.
• Tidii's liability is fault-based. We do not cap legitimate damage we caused. We do refuse to pay for damage that wasn't our fault — see the “NOT responsible for” list in §4.

If we cause it, we cover it.We're not hiding behind dollar caps. If we're at fault — wrong cycle, lost bag, dye bleed from our error — we cover reasonable replacement value for the affected items, period. The waivers above are about scope (no suing us for emotional distress over a faded shirt), not about dodging real responsibility for real damage.

11. Disputes & resolution path

If you have a problem, here's the order of operations — please follow it:

1. File a claim per §5 within 24 hours of delivery. Most issues are resolved here.
2. If you're not satisfied with our response, request a written second-look from Joshua personally at joshua.voyce@gmail.com or 613-355-3512. Allow 5 business days for response.
3. If still unresolved after step 2, you may file a complaint with the Better Business Bureau or pursue resolution through Ontario Small Claims Court.
4. You agree NOT to file a chargeback, post defamatory reviews making false statements of fact, or initiate litigation before completing steps 1–3.

This agreement is governed by the laws of the Province of Ontario, Canada. Any legal action must be brought in Ontario Small Claims Court (Ottawa). Both parties waive jury trial. The losing party in any small claims action covers the prevailing party's reasonable filing fees.

12. Acknowledgment & severability

By checking the “I agree” box at booking, you confirm that you:

• Have read this entire Care Agreement (or accept the consequences of not reading it).
• Understand the §2 list of items we won't wash, and you confirm none of those items are in your bag without prior notice in your booking notes.
• Understand the §3 customer responsibilities — especially the obligation to disclose expensive or special-care items in advance.
• Accept the §4 liability caps and the §10 limitation of remedies.
• Are at least 18 years of age and legally able to enter this agreement.

If any clause of this agreement is found unenforceable by a court of competent jurisdiction, the remaining clauses remain in full effect. The unenforceable clause shall be replaced with the enforceable clause that most closely matches the original intent.