Cancellation Policy

This policy explains how a customer may cancel a booking, what happens before and after the weekly cutoff, when an order can no longer be canceled, and how refunds and return attempts are handled.

1 Weekly cutoff

Booking for the upcoming Friday closes Thursday at 8:00 PM Central Time. Reservations made after the cutoff move to the next available Friday unless R5 Laundry opens additional availability.

2 Cancellation before the cutoff

Use the cancellation link in the confirmation email as soon as plans change. A cancellation submitted before Thursday at 8:00 PM Central cancels the pickup and returns the slot to availability. If the customer prepaid an amount for a service that will not be performed, R5 Laundry will issue the appropriate refund to the original payment method.

3 Cancellation after the cutoff but before collection

The cancellation link remains available after the cutoff so the customer can prevent a wasted pickup trip. A cancellation submitted after Thursday at 8:00 PM Central and before collection notifies R5 Laundry but does not automatically reopen the slot. R5 Laundry does not charge an undisclosed cancellation fee. If a specific fee applies to a future service or special arrangement, it must be clearly disclosed and accepted before the booking is confirmed.

4 Missed pickup

A customer who does not cancel must have securely closed bags available at the agreed location before the pickup window and must provide safe, unobstructed access. If the bags are unavailable or access cannot be completed, R5 Laundry may record the booking as a missed pickup. A new attempt is subject to availability. R5 Laundry may require confirmation or prepayment for a later booking after repeated missed pickups. Any additional trip fee must be disclosed and accepted before a new attempt is scheduled.

5 After collection

Once R5 Laundry collects the order, the booking can no longer be canceled through the website. R5 Laundry will determine the order weight and send a Square invoice. Payment is due upon receipt, and processing begins after payment is confirmed. If the customer contacts R5 Laundry before processing begins, R5 Laundry will review any requested change, but collection and handling already completed may affect the available refund.

6 R5 Laundry cancellation or service refusal

R5 Laundry may cancel or refuse service because of unsafe access, contamination, pests, hazardous items, inaccurate booking information, capacity, severe weather, utility or equipment interruption, abusive conduct, or another condition that prevents safe or lawful service. If R5 Laundry cancels and does not perform the paid service, the customer will receive a refund for the unperformed service. Items already collected will be returned through a reasonable arrangement.

7 Payment delay

Washing begins only after payment is confirmed. Delayed payment may delay Sunday return. A payment delay does not cancel the order or remove the customer's responsibility for collection, handling, or services already performed.

8 Return and redelivery

The customer must provide a safe and accessible return location. If R5 Laundry cannot complete the return because of blocked access, an unsafe condition, an incorrect address, or inaccurate instructions, R5 Laundry will contact the customer to arrange another attempt. Any redelivery fee will be disclosed and accepted before the new attempt is scheduled; R5 Laundry will not add an undisclosed redelivery fee.

9 Service concerns and refunds

A customer should report a billing issue, missing item, damage, or service concern to info@r5laundry.com within seven calendar days after delivery. Include the order or invoice number and available supporting information. R5 Laundry will review the service record and respond with an appropriate remedy, which may include correction, re-performance when practical, account credit, partial refund, or full refund depending on the circumstances and applicable law.

Approved refunds are sent to the original payment method through Square. Processing time after approval depends on Square, the card network, and the customer's financial institution. Optional tips are refunded only when required by law or included in an approved refund decision.

10 How to cancel or request help

Use the cancellation link in the booking confirmation email. If the link is unavailable or the order has already been collected, contact info@r5laundry.com and include the customer name, pickup date, pickup window, and service address. Sending an email does not guarantee that an order already collected can be stopped.