Customer Terms of Service

1. Services Provided

Frenchies coordinates standard residential household laundry pickup, washing, drying, folding, and return delivery through independent service providers ("Washers"). Frenchies facilitates scheduling, payments, communications, order coordination, customer support, and platform-wide service standards.

Frenchies is not a dry-cleaning provider, luxury garment restoration service, medical laundry provider, mold or pest remediation service, biohazard service, hazardous-materials handler, or commercial or industrial laundry provider.

Service availability, estimated pickup and delivery windows, turnaround estimates, and Washer availability are not guaranteed. Service may be limited, delayed, rescheduled, or canceled because of weather, traffic, road conditions, building access, order volume, safety concerns, outages, emergencies, or other operational constraints.

2. Eligibility and Customer Accounts

You must be at least 18 years old and have legal capacity to accept these Terms. You must provide accurate, current, and complete account, contact, payment, pickup, and delivery information. You are responsible for safeguarding account credentials and for activity completed through your account, except activity caused by Frenchies' failure to use reasonable security measures. You may not impersonate another person, create accounts using false information, or use another person's payment method without authorization. Notify Frenchies promptly at hello@frenchyfresh.com if you believe your account or payment information has been compromised.

3. Independent Washers

Laundry services are performed by independent Washers who generally choose whether to accept available orders and use their own vehicles and laundry equipment. Washers are not employees, agents, partners, or joint venturers of Frenchies solely because they use the Platform. Frenchies may establish and enforce platform-wide safety, privacy, quality, documentation, communication, and customer-service standards. Customers may not require a Washer to ignore care labels, safety rules, prohibited-item restrictions, or Frenchies operating standards. Customers may not solicit or pay a Washer directly for an order initiated through the Platform, bypass Platform payment, or move an active Frenchies order off-platform.

4. Customer Responsibilities

For each order, you agree to: provide accurate pickup, delivery, access, bag-count, and contact information; select or communicate available detergent, fragrance, temperature, and handling preferences before pickup; identify known allergies, skin sensitivities, or scent sensitivities before service; secure pets and provide a reasonably safe, accessible pickup and delivery location; remove valuables, personal property, prohibited materials, and sharp objects from garments and laundry bags; check pockets and review garments for special-care instructions before submission; package laundry securely and avoid overfilled, leaking, torn, or unsafe bags; and remain reasonably available for time-sensitive access or order questions.

Frenchies and Washers are not responsible for cash, jewelry, documents, electronics, headphones, batteries, identification, payment cards, keys, controlled substances, firearms, ammunition, or other personal property left in garments or laundry bags, except to the extent loss is caused by conduct that cannot legally be disclaimed.

5. Prohibited Materials and Unsafe Conditions

You may not submit or conceal any of the following: needles, sharps, weapons, firearms, ammunition, suspected explosives, or dangerous devices; illegal drugs, controlled substances, or unlawful materials; gasoline, solvents, flammable materials, corrosive chemicals, pesticides, or hazardous chemicals; medical waste, blood-saturated materials, biohazards, or bodily-fluid contamination beyond ordinary residential laundry; mold-contaminated, pest-infested, bedbug-exposed, or heavily contaminated items; or anything that creates an unreasonable risk to a Washer, customer, vehicle, home, equipment, or the public.

If a prohibited or potentially dangerous item is discovered, Frenchies or the Washer may immediately stop service, isolate the order where safely possible, refuse or cancel the order, and contact you, emergency services, law enforcement, 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.

You are responsible for reasonable, disclosed costs caused by prohibited materials or unsafe conditions, including travel, return, specialized handling, cleanup, or authorized disposal costs, to the extent permitted by law.

6. Service Exclusions and Specialty Items

Unless the Platform expressly offers and confirms specialty handling for a particular item, Frenchies does not accept: dry-clean-only, hand-wash-only, or professional-clean-only garments; wedding dresses, formalwear, vintage or irreplaceable items; designer or luxury garments, handbags, or accessories; leather, suede, fur, silk, cashmere, or specialty-trimmed items; shoes, rugs, curtains, oversized specialty textiles, or items that cannot be safely processed in standard residential equipment; or items with missing or unreadable care instructions where ordinary laundering presents elevated risk.

Frenchies may remove an excluded item and process the remainder of an order, or return the entire order unprocessed, depending on safety and operational feasibility. Excluded items submitted without prior approval may cause delay, repricing, cancellation, or return fees that are disclosed before assessment where practicable.

7. Garment Care and Standard Processing

Frenchies provides standard residential laundering, not restoration or specialty garment treatment. Washers are expected to follow reasonably legible care labels and applicable order preferences, but customer instructions do not require a Washer to use a method that appears unsafe, inconsistent with a care label, or outside the service offered.

Frenchies does not guarantee stain removal, odor removal, wrinkle elimination, pet-hair removal, fragrance elimination, exact folding, exact presentation, colorfastness, prevention of shrinkage, or restoration of pre-existing wear. Some dyes, fabrics, decorations, seams, elastic, buttons, zippers, and aging materials may change or fail during ordinary laundering despite reasonable care.

Frenchies is not responsible for pre-existing fading, weak fabric, loose seams, missing buttons, zipper failures, unstable dyes, manufacturer defects, inaccurate or missing care labels, or ordinary wear from standard laundering, except to the extent responsibility cannot legally be limited. Frenchies will use reasonable efforts to follow selected hypoallergenic or fragrance-free options when available, but cannot guarantee an allergen-free, pet-dander-free, residue-free, or fragrance-free environment.

8. Order Information and Changes

You are responsible for reviewing the order summary before submission. Special instructions, allergies, access codes, delivery preferences, and item concerns must be entered through the Platform or communicated to support before pickup. Order changes are not effective until confirmed through the Platform or by Frenchies. After Washer assignment, travel, pickup, or processing begins, Frenchies may decline requested changes or apply a disclosed modification, travel, or service charge. Do not add unlisted bags or items at pickup without updating the order and obtaining confirmation. Frenchies may refuse, return, or separately price unlisted or materially different items.

9. Pickup, Delivery, and Property Access

Washers are not required to enter a residence. Pickup and delivery may occur at an exterior door, garage, lobby, front desk, leasing office, or another location selected through the Platform. You authorize Frenchies and the assigned Washer to use the location and access instructions you provide. You are responsible for securing pets, keeping walkways reasonably safe, providing accurate gate or building access, and choosing a location protected from theft, weather, and contamination.

If you authorize unattended pickup or delivery, the handoff is complete when the order is placed at the designated location and documented through the Platform. Frenchies is not responsible for theft, weather exposure, or third-party interference occurring after a correctly completed unattended delivery, except where caused by failure to follow confirmed instructions or by conduct that cannot legally be disclaimed.

If a location is unsafe, inaccessible, exposed to severe weather, or inconsistent with instructions, the Washer may leave, pause the order, or contact Frenchies for revised instructions. Rescheduling, re-delivery, or failed-access fees may apply if disclosed. Company-owned bags, totes, tags, or kits remain Frenchies property unless the Platform states otherwise. You are responsible for reasonable care and return of reusable property.

10. Operational Photos, Records, and Monitoring

Frenchies and Washers may photograph laundry bags, order tags, visible pre-existing conditions, care labels, unusual items, tote condition, pickup or delivery locations, and completed handoffs for order verification, quality assurance, safety, fraud prevention, training, and dispute resolution. Operational photos should avoid unnecessary personal or household information and will not be used in public advertising without separate permission. Frenchies may review Platform messages, timestamps, location events, status changes, and support records for the same operational purposes, subject to the Privacy Policy.

11. Customer Communications

By providing an email address or phone number, you consent to receive transactional email, SMS, phone, and in-app communications needed to create an account, verify information, coordinate orders, provide safety updates, process payments, and resolve support issues. Message and data rates may apply. Marketing communications require any consent required by law and may be opted out of separately. Opting out of transactional messages may limit Frenchies' ability to complete active orders.

Keep your contact information current and use approved Platform channels for order-related communication. Do not share unnecessary personal information with a Washer, request off-platform services, or pressure a Washer to communicate outside approved channels.

12. Pricing, Estimates, Payment Authorization, and Tips

Current prices, minimums, discounts, pickup or delivery charges, taxes, and applicable fees are displayed through the Platform or otherwise disclosed before the applicable charge. Pricing may be based on actual weight, estimated weight, bag size, order type, distance, service level, or another method clearly shown at checkout. An estimate is not a guaranteed maximum unless the Platform expressly states otherwise.

When final pricing depends on actual weight, actual quantity, or confirmed add-ons, you authorize Frenchies to charge the final amount using the rate and fee structure disclosed when the order was placed or when the add-on was approved. Frenchies may place a temporary authorization hold and charge the payment method on file for the order total, approved adjustments, taxes, tips, and disclosed fees. Any peak, priority, or dynamic pricing will be shown before order submission or before you approve the affected service.

Tips are optional unless clearly stated otherwise and may be processed separately. Payments are handled by third-party payment processors and may be subject to their terms and privacy practices. If payment fails, Frenchies may pause delivery, suspend account access, request another payment method, or pursue lawful collection of undisputed amounts. Nothing in these Terms limits your right to dispute a charge in good faith.

13. Cancellations, Failed Pickups, and Order Interruptions

Cancellation and failed-pickup rules are shown in the Platform and further described in the Refund, Damage & Claims Policy. A cancellation after Washer assignment, travel, arrival, pickup, or processing begins may result in a disclosed cancellation, travel, return, or partial service charge. After laundry has been picked up, immediate cancellation may not be operationally possible. Frenchies may complete processing, arrange return, or charge for work and travel already performed. If you are unavailable, access instructions fail, the pickup is unsafe, or submitted items differ materially from the order, Frenchies may reschedule, reassign, return, reprice, or cancel the order and apply disclosed charges.

14. Refunds, Rewashes, Credits, and Service Recovery

The Refund, Damage & Claims Policy governs refund eligibility, rewashes, service credits, reimbursement review, and claim remedies. Frenchies may offer a rewash before a refund when reasonable and safe. Approved remedies may include a rewash, replacement service, account credit, promotional credit, partial refund, original-payment refund, or documented reimbursement, depending on the verified issue and applicable law. Frenchies may deny fraudulent, abusive, duplicative, unsupported, or bad-faith requests, but will not restrict rights that cannot legally be waived.

15. Missing, Damaged, Incorrect, or Misdelivered Items

Report missing items, damage, contamination, incorrect-order delivery, or other service claims within 72 hours after delivery through the Platform or at hello@frenchyfresh.com. This reporting period supports timely investigation and does not eliminate any nonwaivable statutory right. Frenchies may request photographs, receipts, proof of ownership, proof of value, care-label images, and other relevant information. Investigations may consider pickup and delivery photos, timestamps, location records, messages, Washer documentation, order notes, and account history.

Any approved reimbursement may account for age, condition, depreciation, pre-existing wear, available receipts, and documented fair market value. Frenchies does not reimburse sentimental, emotional, speculative, collectible, rarity, or luxury resale value. To the maximum extent permitted by law, total reimbursement for a service-related claim will not exceed two times the amount paid for the affected order, as further described in the Refund, Damage & Claims Policy. This limit does not apply where prohibited by law or to liability that cannot legally be limited. Claims based solely on unverified item counts, household sorting errors, or unsupported ownership or value may be denied after reasonable review.

16. Abandoned or Undeliverable Orders

If Frenchies cannot return an order because of failed access, customer unavailability, refusal, invalid contact information, or lack of cooperation, Frenchies may store or coordinate temporary custody of the order and apply disclosed re-delivery or storage charges. Frenchies will make reasonable efforts to contact you through 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 duties that applicable law requires.

17. Acceptable Use, Safety, and Account Enforcement

You may not: use the Platform for unlawful, fraudulent, deceptive, harassing, discriminatory, threatening, or abusive conduct; submit false claims, manipulate ratings, misuse refunds, or initiate fraudulent chargebacks; interfere with Platform security, introduce malicious code, scrape or reverse engineer the Platform except where law expressly permits; impersonate another person, misuse another account, or provide false pickup, payment, or identity information; circumvent Platform payment or solicit a Washer to complete an active or substantially similar order off-platform; or create unsafe conditions or direct a Washer to violate law, care instructions, or Frenchies standards.

Frenchies may investigate, limit, suspend, or terminate access, cancel orders, deny future service, or preserve and disclose records where reasonably necessary for safety, fraud prevention, legal compliance, or enforcement of these Terms.

18. Intellectual Property and Limited License

The Platform, Frenchies name, logos, branding, software, designs, text, graphics, workflows, and other Company content are owned by or licensed to Frenchies and protected by applicable intellectual-property laws. Subject to these Terms, Frenchies grants you a personal, limited, nonexclusive, nontransferable, revocable license to use the Platform for lawful personal household laundry services. No other right or license is granted. Feedback or suggestions you voluntarily provide may be used by Frenchies without compensation or restriction, provided Frenchies does not publicly identify you or disclose private order information without permission.

19. Third-Party Services

The Platform may rely on third-party payment processors, mapping providers, messaging services, cloud providers, app stores, identity-verification vendors, or other service providers. Their services may be subject to separate terms and privacy practices. Frenchies is not responsible for a third party's independent conduct or outage, but will use reasonable efforts to support affected orders and will remain responsible for obligations that cannot legally be delegated or disclaimed.

20. Platform Availability and Service Changes

Frenchies does not guarantee uninterrupted operation of the website, application, scheduling, messaging, mapping, payment, or support systems. Maintenance, technical failures, safety events, outages, or service-area changes may occur. Frenchies may add, remove, modify, pause, or discontinue features or service areas. Material changes affecting an active paid order will be handled reasonably and consistently with applicable law and the Refund, Damage & Claims Policy.

21. Service Disclaimers

Except for express commitments in these Terms, the Policies, or an order confirmation, and to the maximum extent permitted by law, the Platform and services are provided on an "as available" basis. Frenchies does not guarantee assignment to a particular Washer, exact turnaround, exact processing method, perfect stain or odor removal, or uninterrupted Platform access. Nothing in these Terms excludes express warranties or consumer rights that cannot legally be excluded or limited.

22. Limitation of Liability

To the maximum extent permitted by law, Frenchies and its owners, affiliates, employees, representatives, and Washers will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, emotional distress, lost profits, business interruption, or loss of data arising from the Platform or services.

To the maximum extent permitted by law, Frenchies' aggregate liability arising from an affected order will not exceed two times the amount paid for that order. This limitation 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. Some jurisdictions do not allow certain exclusions or limitations. In those jurisdictions, these provisions apply only to the fullest extent permitted by law.

23. Customer Indemnification

To the extent permitted by law, you agree to defend, indemnify, and hold harmless Frenchies, its owners, affiliates, employees, representatives, and Washers from third-party claims, damages, fines, penalties, and reasonable costs arising from your intentional misconduct, unlawful activity, material breach of these Terms, prohibited or hazardous materials, unauthorized use of another person's property or payment method, or unsafe property conditions under your control. This obligation does not require you to indemnify any party for that party's own negligence, gross negligence, willful misconduct, or violation of law.

24. Force Majeure

Frenchies is not liable for delay or failure caused by events beyond reasonable control, including severe weather, earthquakes, wildfire, power or internet outages, road closures, government action, public emergencies, labor disruptions, supply shortages, transportation failures, or third-party infrastructure outages. Frenchies may pause, reschedule, reroute, or cancel affected service and will address payments or refunds consistently with the Refund, Damage & Claims Policy and applicable law.

25. Dispute Resolution and Individual Arbitration

PLEASE READ THIS SECTION CAREFULLY. It requires most disputes to be resolved through individual binding arbitration rather than in court, and it limits class or representative proceedings. You may opt out as explained below.

25.1 Informal Resolution First

Before filing arbitration or a lawsuit, the complaining party must send a written Notice of Dispute describing the account, order, facts, requested relief, and contact information. Notices to Frenchies must be emailed to hello@frenchyfresh.com with the subject line "Notice of Dispute." The parties will attempt in good faith to resolve the dispute for 30 days after receipt. This requirement does not prevent urgent injunctive relief where legally available.

25.2 Small Claims and Government Agencies

Either party may bring an individual claim in a court of competent small-claims jurisdiction if the claim qualifies and remains individual. Nothing prevents either party from reporting an issue to a federal, state, or local government agency, and an agency may seek relief where authorized by law.

25.3 Binding Individual Arbitration

Except for qualifying small-claims matters and claims that applicable law does not permit to be arbitrated, any unresolved dispute arising out of or relating to these Terms, the Policies, the Platform, an order, payment, communication, or service will be resolved by binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules in effect when the claim is filed. The Federal Arbitration Act governs the interpretation and enforcement of this arbitration agreement. Arbitration may be conducted remotely, by documents, or through a hearing as permitted by the applicable rules. If an in-person hearing is required, it will occur in Anchorage, Alaska, unless applicable consumer rules or law require another location. Arbitration fees will be allocated under the applicable AAA consumer rules, and Frenchies will pay amounts it is required to pay under those rules or applicable law. If AAA is unavailable or declines to administer a dispute, the parties will attempt to select another nationally recognized arbitration provider. If they cannot agree, a court with jurisdiction may appoint an administrator or arbitrator.

25.4 No Class or Representative Proceedings

Disputes must be brought only in an individual capacity. Neither party may pursue or participate in a class, collective, consolidated, mass, coordinated, or representative action in arbitration. The arbitrator may award relief only to the individual party seeking relief and only as necessary to resolve that party's individual claim.

25.5 Jury Trial Waiver

For disputes subject to arbitration, both parties knowingly waive the right to a trial before a judge or jury. For a dispute properly proceeding in court, any jury waiver applies only to the extent enforceable under applicable law.

25.6 Right to Opt Out

You may opt out of this arbitration agreement by emailing hello@frenchyfresh.com within 30 days after you first accept these Terms. Use the subject line "Arbitration Opt-Out" and include your full name, account email or phone number, mailing address, and a clear statement that you opt out of Section 25. Opting out will not affect your ability to use Frenchies services. An opt-out applies only to the person who submits it and only to the account identified.

25.7 Severability

If a portion of this Section is found unenforceable, it will be severed or limited to the minimum extent necessary and the remainder will remain effective. If the prohibition on class or representative arbitration is found unenforceable for a particular claim, that claim will proceed in court rather than class arbitration, while arbitrable individual claims remain subject to arbitration.

26. Governing Law and Court Venue

These Terms are governed by the laws of the State of Alaska, without regard to conflict-of-law principles, except that the Federal Arbitration Act governs Section 25. Nonwaivable consumer protections of another jurisdiction continue to apply where required by law. For a dispute not subject to arbitration or small claims, the parties consent to the exclusive jurisdiction of the state or federal courts located in Anchorage, Alaska, unless applicable law requires a different forum.

27. Changes to These Terms

Frenchies may update these Terms from time to time. The current version and effective date will be posted through the Platform. When a change is material, Frenchies will provide reasonable notice through the Platform, email, or another appropriate channel before the change takes effect, except where immediate changes are required for safety, security, fraud prevention, or legal compliance. Unless required by law, an order is governed by the version of the Terms accepted when that order was placed. Continued use after revised Terms take effect constitutes acceptance of the revised Terms.

28. Electronic Records, Signatures, and Notices

You consent to receive these Terms, the Policies, order confirmations, receipts, disclosures, and notices electronically through the Platform, email, or other contact information associated with your account. You may retain copies by downloading, printing, or saving them. Selecting an acceptance checkbox, creating an account, placing an order, or otherwise using the Platform constitutes an electronic acceptance with the same effect as a handwritten signature to the extent permitted by law.

You may withdraw consent to electronic records by contacting hello@frenchyfresh.com, but withdrawal may require account closure or may prevent use of services that depend on electronic ordering and communication. Withdrawal does not affect the validity of prior electronic transactions. Formal notices to Frenchies under these Terms must be sent to hello@frenchyfresh.com unless another notice method is stated in the applicable section. Notices to you may be sent to the email, phone number, account inbox, or delivery address associated with your account.

29. General Contract Terms

29.1 Order of Precedence

Order-specific terms and prices control for that order. The Refund, Damage & Claims Policy controls service claims, refunds, rewashes, and reimbursement procedures. The Privacy Policy controls personal-information practices. These Terms control all other matters. A more specific provision controls over a general provision for the same subject.

29.2 Assignment

You may not assign these Terms or an account without Frenchies' written consent. Frenchies may assign these Terms in connection with a merger, financing, reorganization, sale of assets, change of control, or transfer of the Platform, provided the assignee assumes applicable obligations.

29.3 Severability and Waiver

Except as specifically stated in Section 25, if any provision is held invalid or unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will continue in effect. A failure to enforce a provision is not a waiver of that provision or any later breach.

29.4 Entire Agreement and Survival

These Terms, the Policies, and applicable order-specific disclosures form the entire agreement between you and Frenchies regarding the Platform and services and replace prior discussions on the same subject. Provisions that by their nature should survive account closure or completion of an order will survive, including payment, intellectual property, claims, liability limitations, indemnification, disputes, and general contract provisions.

29.5 Headings

Headings are for convenience only and do not limit or change the meaning of these Terms.

30. 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 these Terms and the incorporated Policies, including the dispute-resolution provisions in Section 25.