Terms and Conditions
As a recipient of Sudzee service or equipment, I agree to the following Terms & Conditions.
Turnaround TimeSudzee offers 'GUARANTEED' delivery service times to customers who specifically request and receive confirmation for guaranteed delivery times. An 'expedite fee' of approximately $15 is usually required for guaranteed delivery times.
Sudzee's normal, non-expedite service is intended to provide the fastest turnaround times possible. Sudzee tries its best to pickup, clean, and return items within the same day. Sudzee will make its best effort to adhere this and any posted schedules, however, Sudzee does not guarantee turnaround times and assumes no responsibility for any damages that may occur due to a delay in service.
Equipment Limited Warranty
What is covered:
Sudzee warrants to the original user that Sudzee equipment is free from workmanship and material defect for one year from the date of receipt, except as qualified below. If Sudzee determines that the equipment is defective, Sudzee will, at its option, either repair or replace the product free of charge.
What is Not covered:
Sudzee's limited warranty is not insurance. Sudzee IS NOT RESPONSIBLE FOR ANY PROPERTY OR POSSESSIONS, THAT ARE STOLEN, LOST, DAMAGED OR OTHERWISE WHILE USING ANY SUDZEE EQUIPMENT, INCLUDING BUT NOT LIMITED TO THE SUDZEE BAG, SUDZEE DOOR HOOK, OR ANY ATTACHMENTS. In no event will Sudzee be liable for incidental or consequential damages.
Equipment DepositCustomer agrees to provide a 100% Refundable Equipment Deposit for each of Sudzee patented Laundry or Dry Cleaning bags received. Depending on the bag type selected, the equipment deposit ranges from $0 to $125 per bag. The refundable deposit for Sudzee's patented door clasp is $10. If a customer requests service for more items than fit in customer's Sudzee bag(s), Sudzee will return the ‘overflow’ items in an extra bag(s), and customer agrees to pay the Refundable Equipment Deposit for each extra bag. Customer can receive the Refundable Equipment Deposit by returning the Sudzee bag undamaged. Customer agrees to pay the 100% Refundable Equipment Deposit for extra bag(s) that Sudzee provides when an extra bag is deemed necessary. Every customer in receipt or possession of Sudzee equipment agrees to be a responsible custodian of Sudzee equipment and agrees to be diligent to prevent any damage to Sudzee equipment. Customer agrees to a reduced Equipment Deposit refund if equipment is returned damaged. Every customer provides Sudzee with approval for Sudzee to repossess any Sudzee bag or equipment, and to take temporary possession of the contents in any Sudzee bag, if the Sudzee bag or other Sudzee equipment is used in any way that is not expressly permitted by Sudzee.
The equipment deposit does not cover the cost of the equipment. The cost for Sudzee equipment is twice the amount of the deposit. Customer agrees to provide Sudzee the full cost of any equipment that is destroyed or not returned within 3 days after service has been terminated.
Service DepositBy registering with Sudzee and providing my debit or credit card information, I authorize Sudzee to charge my debit/credit card for services and equipment received. I certify that the billing information I provide is complete and accurate. Customers have the option to register as a Preferred Customer and this provides the customer with Preferred Customer Discount of approximately 25% on all Sudzee service. Customers become Preferred Customers by providing a 100% refundable Service Deposit of approximately $50. The refundable deposit is returned in full to the customer after service has ended.
A portion of the refundable deposit becomes a non-refundable credit for future service when a Preferred Customer has no paid service during a calendar month. When the refundable portion of the Service Deposit falls below $15, customers Preferred Customer status automatically converts to Occasional user if customer prefers to not replenish the Service Deposit and stop the discounts. Non-refundable credit for future service does not expire and is not transferable.
Preferred Customer discounts are applied from a customers first invoiced service, even though the discounts become valid upon completion of the third paid service. Preferred Customer discounts are fully earned and non-cancelable upon completion of a Preferred Customer's third service. This means that ending the Preferred Customer status before completing three services results in the Preferred Customer discounts being reversed.
A Preferred Customer can choose to become an Occasional user at any time. If this change occurs before completing three services, the unearned regular discounts will be reversed. Canceling Preferred Customer status cancels the regular customer discount for future service. Customers have the option to switch back to the Preferred Customer status at any time, to avail themselves of the Regular Customer discount. When switching from non-regular-customer status to Preferred Customer status, Sudzee reserves the right to bill the first service after this change at the Regular user rate.
Billing DisputeBy registering with Sudzee and providing my debit or credit card information, I authorize Sudzee to charge my debit/credit card for services and equipment received. I certify that the billing information I provide is complete and accurate.
Customer agrees to bring billing inquiries or disputes directly to Sudzee’s attention within 30 days of the charge being incurred and before contacting customer's card provider or bank. Customer agrees that failure to do so will be deemed agreement by the customer that the charges are accurate and that the customer will pay all amounts due in full.
If Sudzee receives any chargeback or charge dispute notice from the customers card provider, bank or other institution acting on behalf or in coordination with the customer, Sudzee reserves the right to immediately suspended all service pending a conclusion of the issue to the mutual satisfaction of Sudzee and the customer. Customer understands and agrees that 100% of the chargeback fee and all other associated costs to Sudzee will be paid by the customer. Where applicable, Sudzee reserves the right to put a customer's account on Hold status and deny any refund requests until the chargeback or dispute issue has been resolved. Sudzee reserves the right to increase or decrease service fees and rates at anytime without notice. Pricing and fees are posted on the sudzee.com website are believed to be accurate, but customers can receive a quote for service if requested.
Current service charges include the following (non-exclusive list): Account Reactivation Fee: $15 Chargeback Service Charge: $35
Property placed in Sudzees care should to be physically retrieved by the customer or the customer’s authorized representative within 48 hours after service has been completed. Although Sudzee normally sends notification when service is complete, it is always possible that the intended notification is not received by the customer. Most orders are completed within 6 to 24 hours, so as a general rule your property should always be retrieved within 5 days after it is placed in our care. Property not physically retrieved within 48 hours after service has been completed, can be retrieved at the Wash & Fold window during business hours. Customers have up to 15 days after placing their property in our care to retrieve their property. Any property not claimed within 15 days after it was placed in our care will be donated to charity. We may attempt to contact you in order to remind and notify you that your property is being scheduled for donation, but we do not guarantee that this will be done, nor that our attempts to contact you will be successful.
Damaged PropertySudzee is committed to providing customers with the best-possible service. As such, Sudzee will exercise great care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of the garments placed in our care. Nevertheless, we cannot assume responsibility for inherent weaknesses or defects in materials which may result in tears or development of small holes in fabric that are not readily apparent prior to processing. We cannot guarantee against color loss, color bleeding, or shrinkage; or against damage to weak and tender fabrics. Manufacturers care labels are always read and followed for Dry Cleaning service. Care labels can be followed for laundry service if requested and Sudzee confirms customer’s request to follow manufacturer’s care label instructions prior to doing the cleaning. The Sudzee Supreme service level of care will be applied to these garments. The ‘SudzeeSupreme’ laundry service level includes reading and following the Manufacturer’s care labels for every item received. When the Sudzee Supreme laundry service level is not selected, all work is done at customers risk according to the laundry service level selected by the customer.
Customer assumes all liability for damages when garments are cleaned according to the service level selected by the customer. Customer accepts risk of discoloration, fading, and/or shrinkage of laundered items, unless items requiring special care are separated and marked Special Care Required. Special-care pricing and/or Sudzee Supreme pricing will apply. When special care is requested AND garment care label suggests Dry Cleaning, customer agrees to pay the associated price for Dry Cleaning. If we receive an item and notice it is damaged, we will remove it from the batch of items being cleaned and the damaged item will be returned without being cleaned with a note highlighting the damage.
Sudzee’s liability with respect to any damaged items shall not exceed three (3) times our charge for cleaning that garment regardless of brand or condition. Sudzee reserves the right to provide a credit for use toward future service for any damage compensation. The service credit will be subject to Sudzee's regular Service Deposit terms. Any damaged items must be reported to Sudzee within 2 days of receiving the items.
Lost ItemsAny lost items must be reported within 2 days. Sudzee will always make its best effort to track every item that we process and will review all lost item claims on a case by case basis. Any item determined to have been lost by Sudzee will be reimbursed in accordance with the International Fabricare Fair Claims Guide and shall not exceed three (3) times the amount Sudzee would have normally charged for cleaning the garment.
Although Sudzee tries its best to track such items, Sudzee is not responsible for loose items such as jewelry, watches, cash, detachable buttons, cufflinks, etcetera. Sudzee requests customers to empty pockets prior to leaving items with us as we cannot be held responsible for damage to property from items left in pockets (Lipstick, Gum, Pens, etc.).
Pricing for Multiple Items
The number of pounds of laundry for pricing calculation purposes is determined as follows: the pounds of laundry is based on all items that can be grouped, washed together, and share the same wash & dry instructions. For example, if you have 40 pounds of laundry and request 10 pounds to be washed or dried differently from the rest of your laundry, the 10 pounds will be priced at the 10 pound rate, and the remaining 30 pounds will be priced at the 30-pound rate.