Refund, Damage & Claims Policy

1. Scope and Relationship to Other Terms

This Policy applies to standard residential household laundry orders coordinated through the Frenchies website, application, communications, or related service channels (collectively, the "Platform"). Order-specific prices, fees, service selections, timing estimates, and disclosures shown in the Platform apply to the affected order.

The Terms control general use of the Platform and dispute resolution. This Policy controls service claims, refunds, rewashes, credits, and reimbursement procedures. A more specific order disclosure controls over a general provision for the same subject. Nothing in this Policy limits a right or remedy that cannot legally be limited or waived. Frenchies will apply this Policy in good faith using the information reasonably available at the time of review.

2. Claim Process at a Glance

1. Report promptly: Submit the issue through the Platform or email hello@frenchyfresh.com within 72 hours after delivery.
2. Preserve the evidence: Keep the affected items, packaging, tags, care labels, photographs, receipts, and related communications available for review.
3. Cooperate with review: Provide the order number, issue description, photographs, proof of ownership or value when requested, and access to the affected items if a rewash, retrieval, or inspection is reasonable.
4. Receive a decision: Frenchies will review available records and provide a remedy or written explanation after the information needed for review is complete.

3. General Service Expectations and Limitations

Frenchies coordinates standard residential washing, drying, folding, packaging, pickup, and return delivery through independent service providers ("Washers"). Frenchies and Washers are expected to use reasonable care, follow confirmed order instructions and reasonably legible care labels, keep customer orders separated, and document material issues.

Standard laundering does not guarantee: complete stain, odor, smoke, mildew, pet-hair, lint, wrinkle, detergent-residue, fragrance, or allergen removal; colorfastness or prevention of fading, bleeding, stretching, shrinkage, pilling, distortion, or ordinary fabric wear; restoration of pre-existing damage, weakened fabric, loose seams, missing buttons, damaged zippers, or manufacturer defects; an allergen-free, fragrance-free, or cross-contact-free processing environment; or an exact fold, packaging style, garment count, sock pairing, presentation method, or processing result unless expressly included in the purchased service.

Some stains, odors, discoloration, and fabric conditions are permanent or may remain after reasonable standard laundering. Sensitive, aging, unlabeled, mislabeled, or previously damaged items carry increased risk. A quality concern will be evaluated based on the service purchased, confirmed instructions, visible care labels, item condition, and available evidence.

4. Rewash-First Service Recovery

When a verified quality issue is reasonably likely to be corrected through ordinary laundering, Frenchies may offer one complimentary rewash before issuing a refund or reimbursement. A rewash is not appropriate for a missing item, irreversible damage, an unsafe item, a prohibited item, a misdelivery requiring immediate recovery, or another issue that laundering cannot reasonably correct.

Rewash eligibility may depend on prompt reporting, item condition, customer cooperation, safety, available service capacity, and whether the item has been worn, altered, washed again, repaired, discarded, or otherwise changed after delivery. A customer accepting a rewash does not waive a nonwaivable legal right. If the rewash reasonably corrects the reported issue, Frenchies may treat the service concern as resolved. Customers may not negotiate a separate refund, payment, or off-platform remedy directly with a Washer for a Frenchies order.

5. Service Exclusions and Specialty Items

Unless Frenchies expressly accepts a specialty item or specialty service in writing through the Platform, Frenchies does not accept or cover claims involving: dry-clean-only, hand-wash-only, professional-clean-only, or air-dry-only garments; silk, cashmere, wool requiring specialty care, leather, suede, fur, or garments with specialty trim; wedding dresses, formalwear, vintage or irreplaceable items, collectible garments, costumes, or heirlooms; designer, luxury, couture, bespoke, or unusually high-value garments or accessories; handbags, shoes, rugs, mats, pillows, pet beds, weighted blankets, or oversized specialty textiles; or items requiring restoration, pressing, alterations, stain treatment beyond standard laundering, mold remediation, pest treatment, biohazard treatment, or another service Frenchies does not offer.

Frenchies may return excluded items unprocessed. If an excluded item is inadvertently submitted, Frenchies will use reasonable care after discovery but does not assume specialty-care obligations that were not accepted. Any remedy remains subject to the Terms, this Policy, applicable law, and the facts of the claim.

6. Prohibited, Unsafe, and Contaminated Items

Customers may not submit biohazards, blood-saturated materials, bodily fluids beyond ordinary residential laundry, needles or sharps, hazardous chemicals, gasoline or other flammable substances, pesticides, controlled substances, illegal materials, medical waste, firearms, ammunition, weapons, suspected explosives, pest-infested items, mold-contaminated items, or other unsafe materials.

If prohibited, unlawful, hazardous, or potentially dangerous material is discovered, Frenchies or the Washer may stop service, avoid further handling, isolate the affected order where safely possible, contact the Customer, and involve emergency services, law enforcement, property management, or an authorized disposal provider as appropriate. Frenchies will not independently handle or dispose of firearms, ammunition, controlled substances, suspected explosives, or hazardous materials except as permitted by law and directed by an appropriate authority.

To the extent permitted by law, the Customer may be responsible for reasonable, documented costs caused by prohibited or unsafe contents, including travel, return, containment, professional disposal, property damage, or interruption of another order, when those costs were caused by the Customer and are disclosed or otherwise legally recoverable.

7. Reporting Deadlines and Submission Requirements

Report missing items, damaged items, contamination concerns, incorrect or mixed orders, delivery disputes, payment errors, or other service-related issues within 72 hours after delivery through the Platform or at hello@frenchyfresh.com. This reporting period supports timely investigation and does not eliminate any statutory or other right that applicable law does not allow to be waived.

A claim should include, when available: customer name, account contact information, and order number; a clear description of what happened and when it was discovered; the affected item description, brand, size, approximate age, pre-service condition, and care-label information; clear photographs of the item, issue, care label, packaging, and delivery location; receipts, purchase confirmations, comparable value evidence, or other proof of ownership and value; and any relevant messages, special instructions, delivery details, or witness information.

A late claim may be reduced or denied when delay materially prevents Frenchies from verifying the order, preserving evidence, locating an item, or determining when or how the issue occurred. Report suspected unauthorized payment activity as soon as reasonably possible.

8. Preservation of Items and Customer Cooperation

Do not discard, donate, repair, alter, wear, wash again, dry-clean, or otherwise change an affected item before Frenchies has a reasonable opportunity to review the claim, unless immediate action is reasonably necessary for health or safety. Preserve bags, packaging, order tags, and care labels when relevant.

Frenchies may request that affected items be made available for rewash, retrieval, inspection, photography, return, or safe disposal. Frenchies may also request a signed statement or other reasonable documentation. Failure to cooperate may delay or limit a remedy only to the extent the failure materially interferes with a fair investigation.

9. Investigation Standards and Evidence

Frenchies may review pickup and delivery photographs, timestamps, location events, order status changes, bag counts, order notes, customer instructions, care labels, payment records, communications, Washer documentation, prior claim history, and other relevant operational records. Unless an itemized inventory service is expressly offered and purchased, Frenchies and Washers do not create or guarantee an item-by-item inventory. Customer garment counts and packing lists may be considered but are not conclusive by themselves. Claims based only on unverified counts, household sorting errors, unsupported ownership, or unsupported value may be denied after reasonable review.

Frenchies aims to review most complete claims within 7 to 14 business days. Complex claims, delayed documentation, third-party records, safety issues, payment disputes, or multiple affected parties may require additional time. Frenchies will communicate material requests or delays and provide a decision or proposed resolution when the review is complete. A Customer may request reconsideration within 30 days after a claim decision by submitting material new evidence that was not reasonably available during the initial review. Reconsideration does not guarantee a different outcome.

10. Refund and Service-Recovery Eligibility

10.1 Uncompleted Orders and Failed Pickups

If Frenchies cancels an order before any meaningful service is performed and the cancellation is not caused by the Customer, Frenchies will ordinarily refund amounts collected for the unperformed service. If a pickup fails because the Customer is unavailable, access instructions are inaccurate, the location is unsafe, submitted items materially differ from the order, or another customer-controlled condition prevents service, a disclosed cancellation, travel, failed-access, or rescheduling fee may apply.

10.2 Customer Cancellations

Cancellation terms and any applicable charges will be displayed through the Platform or otherwise disclosed. Cancellation after Washer assignment, travel, arrival, pickup, or processing begins may result in a cancellation, travel, return, storage, or partial service charge reflecting work and costs already incurred. After pickup, immediate cancellation may not be operationally possible.

10.3 Delays and Order Interruptions

Pickup, delivery, and turnaround times are estimates unless an order confirmation expressly states otherwise. Weather, road conditions, access problems, customer availability, safety conditions, outages, equipment failure, and other circumstances may cause delay. A verified material service failure may qualify for a rewash, credit, partial refund, or other reasonable recovery; ordinary delays outside reasonable control do not automatically require a refund.

10.4 Quality Concerns

Verified quality concerns may qualify for a rewash, replacement service, account credit, promotional credit, partial refund, or original-payment refund. Minor dissatisfaction, subjective preferences, slight wrinkles, residual lint or pet hair, residual odor, fold presentation, detergent preference, or reasonable variation between independent Washers do not automatically qualify for a refund.

10.5 Incorrect, Mixed, or Misdelivered Orders

Contact Frenchies immediately if you receive another customer's property or believe your order was delivered to the wrong location. Keep incorrect items separate, do not use, photograph, post, distribute, wash, or discard them, and follow reasonable retrieval or exchange instructions. Frenchies may coordinate recovery, re-delivery, replacement service, credit, or refund based on the verified circumstances.

10.6 Duplicate Charges and Payment Errors

Frenchies will correct verified duplicate charges or processing errors. Approved refunds will ordinarily be returned to the original payment method unless another method is required by law or agreed in writing. Bank, card-network, and payment-processor posting times are outside Frenchies' control. Optional tips may be nonrefundable after payout except for a processing error, unauthorized charge, or another circumstance requiring correction.

11. Non-Covered Conditions

To the maximum extent permitted by law, this Policy generally does not cover loss or damage caused by: pre-existing wear, fading, weak or aging fabric, loose seams, missing buttons, zipper failure, prior alterations, manufacturer defects, or ordinary wear from standard laundering; unstable dyes, color transfer, shrinking, stretching, pilling, or fabric changes despite reasonable care and compliance with visible instructions; missing, unreadable, inaccurate, or misleading care labels or instructions; specialty-care items or excluded items that Frenchies did not expressly accept; cash, jewelry, electronics, documents, keys, headphones, batteries, vape devices, medication, valuables, prohibited items, sharp objects, leaking materials, or other property left in garments or bags; customer packing errors, household sorting errors, inaccurate counts, instructions provided after processing, or undisclosed allergies, sensitivities, or special-care requirements; or events outside reasonable operational control, except to the extent Frenchies remains responsible under applicable law or an express order commitment.

Nothing in this section excuses a failure to use reasonable care, gross negligence, willful misconduct, fraud, or liability that applicable law does not allow to be excluded.

12. Missing, Mixed, and Recovered Items

Missing-item claims are evaluated using the available order records and evidence. Frenchies may deny a claim when submission of the item cannot reasonably be verified, the claim is based only on an unsupported count, or the evidence indicates a packing, household sorting, or post-delivery issue.

If an item is recovered after a claim is closed, Frenchies may coordinate its return. If the Customer previously received reimbursement for that item, Frenchies may offset an unpaid amount or request repayment of the reimbursement as a condition of accepting the recovered item, to the extent permitted by law. Frenchies will not seek duplicate recovery. Customers must not keep, use, post, sell, donate, or discard property that appears to belong to another customer. Promptly isolate the property and contact Frenchies for instructions.

13. Damaged-Item Valuation and Reimbursement Limits

Any approved reimbursement is based on documented current fair market value, not sentimental, emotional, speculative, collectible, rarity, replacement markup, or luxury resale value. Frenchies may consider purchase price, receipts, item age, brand, condition, depreciation, pre-existing wear, comparable used-market value, repairability, and the quality of supporting evidence. Frenchies may request an estimate, professional opinion, proof of disposal, or transfer of a fully reimbursed item when reasonable and lawful.

A Customer may not receive more than one recovery for the same loss from Frenchies, a Washer, an insurer, a payment provider, or another source. To the maximum extent permitted by law, total reimbursement for service-related claims arising from an affected order will not exceed two times the amount paid for that order. This limit does not apply to gross negligence, willful misconduct, fraud, personal injury caused by legally actionable conduct, or any liability that applicable law does not allow to be limited.

14. Available Remedies and Refund Timing

Depending on the verified issue, Frenchies may provide one or more of the following: complimentary rewash or replacement service; account or promotional credit; partial refund or refund of the unperformed portion of an order; full refund of an affected order when appropriate; documented reimbursement subject to Section 13; or another reasonable resolution agreed in writing.

Approved original-payment refunds are generally initiated within five business days after the final decision, although payment processors and financial institutions control when funds post. Credits are noncash unless the Platform expressly states otherwise and may be subject to disclosed expiration or usage terms. Taxes and fees will be adjusted as required by the approved resolution and applicable law.

15. Chargebacks, Fraud Prevention, and Account Action

Nothing in this Policy restricts a Customer from disputing a charge in good faith, contacting a payment provider, reporting an issue to a government agency, or exercising a nonwaivable right. Customers are encouraged to contact Frenchies first when practical so the issue can be investigated promptly. Frenchies may use photographs, timestamps, delivery confirmations, location events, communications, payment records, and other operational documentation when responding to a chargeback or claim. Knowingly false, duplicative, exaggerated, manipulated, or fraudulent claims or chargebacks may result in claim denial, account restriction, suspension, lawful collection activity, or legal action. Good-faith complaints or disputes will not be treated as fraud solely because Frenchies disagrees with them.

16. Washer Responsibility and Customer Claims

Frenchies may investigate Washer conduct and may coach, warn, limit, suspend, deactivate, withhold disputed payouts where permitted, or seek recovery from a Washer under the applicable Washer agreement. Internal allocation of responsibility between Frenchies and a Washer does not change the Customer's obligation to submit claims through Frenchies or reduce rights that applicable law provides. Customers may not demand direct payment from a Washer, threaten or harass a Washer, or attempt to settle a Frenchies order off-platform. Frenchies manages customer claim review and communicates the approved resolution.

17. Abandoned or Undeliverable Orders

If Frenchies cannot return an order because of failed access, customer unavailability, refusal, invalid contact information, unsafe conditions, or lack of cooperation, Frenchies may arrange temporary storage or custody and apply disclosed re-delivery or storage charges. Frenchies will make reasonable contact attempts using available account channels. An order may be treated as abandoned only after at least 30 days from the first failed return attempt and at least seven days after a final written notice. After that period, Frenchies may donate, recycle, dispose of, or otherwise handle the property as permitted by applicable law. These procedures do not waive any duty imposed by law. Hazardous or unlawful materials may require different handling under Section 6.

18. Liability, Consumer Rights, and Dispute Resolution

The service disclaimers and liability limitations in Sections 21 and 22 of the Customer Terms of Service apply to this Policy. The remedies described here are the ordinary contractual service remedies offered by Frenchies; they do not replace or waive rights or remedies that applicable law does not permit a consumer to waive. Disputes relating to this Policy are governed by Section 25 of the Customer Terms of Service, including the informal notice process, small-claims option, individual arbitration provisions, and arbitration opt-out procedure. A Notice of Dispute or arbitration opt-out must be sent as specified in the Terms to hello@frenchyfresh.com.

19. Policy Updates and Version Control

Frenchies may update this Policy from time to time. The current version and effective date will be posted through the Platform. Frenchies will provide reasonable notice of a material change before it takes effect, except when an immediate change is reasonably necessary for safety, fraud prevention, security, or legal compliance. Unless applicable law requires otherwise, a claim is governed by the version of this Policy accepted when the affected order was placed. Continued use of the Platform after a revised Policy takes effect constitutes acceptance of the revised Policy.

20. Contact Information

ACKNOWLEDGMENT

By creating an account, selecting an acceptance checkbox, placing an order, or using Frenchies services, you acknowledge that you have read, understood, and voluntarily agreed to this Policy, the Customer Terms of Service, and the Privacy Policy.