Terms and Conditions
Rest assured, your satisfaction is our first priority. In fact, we treat your laundry as if it were our own, however we still need to agree to some rules to ensure that there are no misunderstandings about Victorino Cleaners Inc.’s (referred to as “we,” “us,” “our”, or “Victorino Cleaners”) or your obligations. By using our service, you acknowledge and accept the following Terms and Conditions.
Wash-and-Fold Laundry Terms
Suitability for Laundering
By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process. Similarly, we reserve the right to refuse to service items that we feel will be hazardous to our staff, such as items heavily soiled with human or animal waste. This is for the health and safety of our team.
We will do everything we can to avoid damaging your laundry. Unfortunately there are limitations to what we can do. For example, we don’t have time to check your pockets to see if you have left anything in them. Therefore, we can’t be held responsible if something left in your laundry (like lipstick, chewing gum, or a pen) causes any damage. Similarly, if you call and tell us that you left your favorite bracelet, or anything else, in your pocket, we can’t guarantee that we will find or return it.
All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble.
Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is “dry-clean only,” or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us.
We wash all items together as our standard procedure. But if you divide your clothes into two separate bags before your pick-up, we can run two separate loads. This incurs a $5 Separate Load Charge. Note that we do not separate clothes according to your instruction, and ask that you do the separation and take responsibility for what’s in each load. Along the same lines, we can’t be held responsible for the re-disposition of colors (aka bleeding) or dimensional changes (aka shrinking or stretching). Separation is not currently available on pre-paid laundry plans.
We would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result we can’t be held responsible for any lost laundry; we simply have no efficient way of verifying that we actually received any particular piece of laundry in the first place.
Rest assured though, we carefully track your clothes. For instance, we tag all our bundles with your name, and your clothes are never loose in our facility unless they’re inside a machine, on the folding table, or in their own laundry cart waiting to be folded.
If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes — we are much more likely to find misplaced laundry if it is reported early.
Dry Cleaning Terms
Victorino Cleaners will inventory all dry cleaning items once they arrive at our facility to be cleaned. This inventory is final, and we will track your items carefully to return them to you. However, in the event of loss or damage of dry cleaned items, we will reimburse you up to 10 times the charge per article (for example, a maximum refund would be $20 for a laundered & pressed shirt or $60 for a Jacket). Should you find an issue with one of your pieces, please notify us within 24 hours of your delivery.
As with our standard laundry process, Victorino Cleaners cannot be responsible for wear and tear resulting from cleaning, for very delicate items such as buttons or sequins, or for clothing missing proper care labels.
“Extras” will be charged at the discretion of the dry cleaner, in order to process your garment the best way possible, in increments of $2 or $4 upon delivery to the laundry facility. These charges will be added to your final invoice. Items such as leather require longer turnaround times and could take up to two weeks to be returned.
General Terms for All Services
Scheduling and Payment
You can schedule your appointment through our website by clicking here, or you can call our customer service department at (646) 577-4454. We require at least 1 hour’s notice for residential appointments, at least 2 hours notice for non-rental commercial appointments, and a minimum of 24 hours notice for rental commercial appointments.
If you no longer want our service, simply let us know and we will cancel it at no additional charge. Although we truly hope you are satisfied with our services, once we have laundered your clothes, we cannot offer a refund.
To make life simpler, we round to the nearest pound when weighing your laundry to determine if you have met the required minimum weight (see below). Our weights are final. If you have not met the minimum weight, we will promptly notify you of any surcharge. Of course we don’t anticipate having any problems with our customers refusing to pay, but just in case, we reserve the right to hold your laundry hostage until we are paid in full.
Minimum Weight, Minimum Fee
You can send us any amount of laundry you choose, but any loads weighing less than 10 pounds will be rounded up to our minimum weight of 10 pounds. We also charge a $5 delivery fee if your order totals less than $20 in Brooklyn, New York.
Remember, you’re free to cancel any appointment up to 1 hour prior to the start of your delivery window, so if you don’t have any laundry for us to wash on a particular week, please be sure to notify us more than 1 hour before your appointment time so we don’t come to your address and charge you a no-show fee.
Pick-up and Delivery Scheduling
Victorino Cleaners provides pick-up and delivery service on bicycles, motorcycle and car. We are particularly proud of this aspect of our business and hope that our bicycle pick-up and delivery service is part of the reason you have decided to use Wash Cycle. There are, however, circumstances when we may be unable to use bicycles to complete deliveries (like snow, torrential rain, or all of our delivery riders simultaneously pulling a hamstring). Therefore, we reserve the right to pick-up and deliver your laundry using more conventional methods if necessary.
We will do our best to pick-up your laundry at the agreed upon time. We know that we won’t have very many customers if we are late. That being said, we can’t be held accountable if we are late for unforeseen circumstances. Similarly, we hope that you will strive to be on-time for our deliveries. If you do miss a pick-up or delivery, we will try to coordinate an alternate time as soon as possible.
To prevent laundry errors, all services must be tied to an appointment. If we are coming to your house for a delivery and you have additional dirty laundry that you would like to be picked up, please schedule an additional pickup online or notify Customer Care at least 1 hour before your scheduled service.
A No Show is when we show up to your door, but you and your laundry aren’t around. In the case of a No Show, we reserve the right to charge a $10 No Show fee. Keep in mind, there’s no fee if you cancel or reschedule more than 1 hour before the start of your delivery window. And because we value your time just as much, we will credit you $5 if your cyclist shows up late. No questions asked.
Unattended Pick-up and Delivery
If you request that we leave your laundry unattended (e.g., on your porch, in a hallway, or in your foyer) or with a third party (e.g., with a doorman or a neighbor), we are not responsible for your laundry before we have picked it up or after we have dropped it off. You also agree that our records of pick-up and drop-off times are true and accurate.
We use best Brands laundry detergents for all our personal laundry customers in New York. However, we do wash clothes in shared washing machines where other detergents may have been used, and it is possible that small amounts of other detergents, which may not be hypoallergenic, may not be completely rinsed out of these washing machines.
As our business changes, we may want to modify some of terms in this agreement. Therefore, we encourage you to check back frequently to familiarize yourself with any changes.
Although we think we are generally agreeable people, we recognize that Victorino Cleaners and you may have a dispute. In this event, you agree that any legal action pertaining to this agreement, or Victorino Cleaners generally, shall be conducted in the Courts of the City of New York.