If we ever get it wrong, here is exactly how we make it right.

Most laundry services bury this in fine print or cap payouts at a token amount that never covers what was actually lost. We do the opposite. This page is our plain-language commitment — no legalese, no surprises.

Your laundry is washed separately

Every order is washed as its own load. Your clothes are never co-mingled with another household's laundry. This is a structural promise we can make because we control the process end to end — not a gig marketplace handing your bag to a stranger.

Custody is tracked from pickup to delivery

Each order moves through recorded steps — picked up, received, weighed, cleaned, quality-checked, out for delivery, delivered — so there is a clear record of where your laundry is at every stage. You can follow it from your account.

If something is lost or damaged

Open a care request from the order in your account and tell us what happened. For missing or damaged items you can describe the item and what it was worth. We review the custody record and resolve based on the real value of the item — fairly, and in good faith. We will not hand you a token store credit that does not reflect the actual loss.

Depending on what happened, resolution may be a re-clean, a credit, a partial or full refund, or reimbursement for the item. We tell you which, and why.

How to file

Open the order in your account, choose "Get help with this order," and select what happened. Missing, damaged, and cleaning-quality requests are available after delivery and stay open for a fair review window. You can attach a photo to help us resolve it faster.

Our commitment

We would rather keep a customer for years than win a dispute over a shirt. If we made a mistake, we own it and make it right. That is the whole point of trusting a service with your laundry.

Questions

Contact hello@onthewaylaundry.com and a real person on our care team will help.