Laundry Service
     Client Guidelines

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Laundry Service

Our laundry service is designed for machine-washable laundry, washable household and or business-use items. 
Delivery of completed laundry is typically within 48 hours of pickup, not including weekends and holidays. We will always do our best to accommodate your preferred pickup and delivery time; however, we cannot guarantee an exact time. 

Special handling, extra sorting, stain treatment, custom folding, rush requests, oversized items, additional delivery attempts, or unusual volume may incur additional charges. 
Residential laundry generally includes everyday household wash, dry, and fold items. Commercial laundry generally includes linens, towels, sheets, and other washable items used for vacation rentals, rental properties, offices, small businesses, or similar accounts. 

 

Preparing for Laundry Day

For your first pickup, whichever is more convenient, you may use plastic bags, laundry bags, garbage bags, hampers, bins, or pillowcases. 
Please empty all pockets before placing items in your laundry bag. We do not perform individual pocket checks as part of our standard process.

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Please remove valuables, cash, jewelry, keys, electronics, cosmetics, pens, markers, lip balm, gum, loose papers, and any other personal belongings. We are not responsible for damage caused by items left inside pockets, garments, bags, bins, or hampers. 
Please close zippers, fasten snaps, and remove detachable accessories, pins, brooches, belts, or decorative pieces that may damage your items or other laundry during washing. 

Any laundry that requires special treatment, such as stain attention, custom folding, separate wash, or separate commercial account handling, should be placed in a separate bag with a clear note. Special requests may incur additional fees and are handled on a best-effort basis. 
 

Sorting and Laundry Preference

We sort lights and darks as part of our standard process. If you require additional sorting, please sort the items before pickup and let us know your specific request. Larger quantities or special sorting may incur additional fees. Laundry is dried using heat. Preferences are noted on your client file and applied on a best-effort basis. We cannot guarantee specific detergent brands, folding styles, packaging methods, or linen presentation unless the request has been pre-arranged and accepted. 

 

Access

We must be able to access your laundry by the scheduled pickup time. Please make sure laundry is bagged, closed, and placed in the agreed pickup location. 
We are a keyless company. If access to a home, gate, lobby, garage, laundry room, property, office, or storage area is required, we require a working code or other agreed access method. 

For commercial and rental-property clients, access instructions must remain current. If codes, locks, parking, building access, storage areas, or guest/tenant occupancy details change, please notify us before the scheduled service. 
We must assess a fee when access is denied, laundry is not ready, or pickup/delivery cannot be completed as scheduled. There are no exceptions, even for the first incident. 

Caravel Cleaning is not responsible for laundry left unattended for pickup or after delivery unless a specific arrangement has been confirmed in advance. 

 

Pickup/Delivery

For recurring cleaning clients, we may pick up laundry on the day of your cleaning and deliver it approximately 2 business days later, not including weekends and holidays. 
For non-cleaning clients, commercial accounts, and one-time requests, we require advance notice to arrange pickup and delivery. Standard turnaround is approximately 48 business hours from pickup. 

For STR, vacation rental, property rental, or commercial accounts, pickup and delivery must be scheduled with enough time to support guest, tenant, business, or turnover needs. We do not guarantee same-day or emergency laundry service unless separately agreed upon. 

If you request or require delivery before the scheduled delivery window, an additional delivery or rush fee may apply when availability allows. 
If delivery cannot be completed because of lack of access, no response, closed business, guest/tenant occupancy, blocked storage, unsafe delivery location, or inaccurate instructions, we will contact you to arrange another delivery attempt. A re-delivery fee may apply. 

 

Accepted Items

We accept everyday machine-washable clothing, towels, washcloths, bed sheets, pillowcases, and machine-washable linens. 

Commercial linen items may include sheets, pillowcases, towels, bath mats, kitchen towels, cleaning cloths, and other approved washable linens used for business or rental property operations. 
All items submitted must be suitable for standard machine washing and machine drying.

Please note that larger household and specialty items are charged individually rather than by weight. Bedding items include standard pillows ($6 each), king pillows ($8 each), blankets of any size ($12 each), duvet covers, bedspreads, and coverlets ($15 each), quilts ($18 each), comforters (Twin $23, Double/Queen $25, King $28), and mattress covers ($15 each). Specialty items are also priced individually and include sleeping bags ($33 each), chair slipcovers ($18 each), sofa slipcovers ($22 each), cushion covers ($6 each), small pet beds ($10 each), and medium/large pet beds ($15 each).

 

Commercial Inventory & Linen Information 

For commercial, STR, vacation rental, property rental, or recurring linen accounts, we ask that you provide a current inventory list of linens and towels, including quantity, size, color, type, and storage location. 
Clients must provide clear information about where dirty laundry will be collected and where clean laundry should be returned or stored. 

Caravel Cleaning is not responsible for shortages caused by missing inventory, guest removal, tenant removal, owner use, off-site storage, insufficient linen par levels, or inaccurate inventory information provided by the client. 

 

Holidays

We typically close on New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day (and the Friday after), December 24 & 25. 
Our best efforts will be made to reschedule pickup/delivery if your day falls on a holiday, but it cannot be guaranteed. If staffing is available on those holidays, we will fill the schedule on a first come, first served basis. 

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Vacations & Property/Business Closures 

Please inform us anytime you do not plan to be available the same day we pick up or deliver. We realize it is tempting to cancel service while you are away; however, we ask that you consider keeping your scheduled appointment if laundry service is still needed. 
Commercial clients should notify us in advance of business closures, blocked access, guest/tenant occupancy issues, owner stays, property maintenance, or any change that may affect pickup or delivery.  ​

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Cancellation 

We must assess a 50% fee if you cancel with less than 24 hours notice by phone, not including weekends or holidays, or less than 48 hours notice by email. Any deposits are not refundable. 
The full laundry fee may be billed on the scheduled day of pickup due to last-minute cancellation, lack of access, laundry not being ready, codes not working, business/property being closed, or being turned away upon arrival. 
We must assess a fee when access is denied or not available since our techs have based their day on servicing you. There are no exceptions, even for the first incident, or if a reminder text/email has not been sent and/or received. 

 

Payment

Payment is due at time of service. Our technicians do not handle payments. We require a credit card be kept on file for payment processing. 
Laundry is billed based on the weight received by Caravel Cleaning, per-item pricing, account pricing, or the agreed service arrangement. Minimum charges apply to all orders below the minimum weight or minimum service fee. 

Wet or heavily saturated laundry is weighed as received and may require special handling or may be refused if outside our service scope. 

Deposits may be required for one-time or first-time services. For initial and one-time services, a 50% non-refundable deposit may be required to reserve your date. 
Approved commercial accounts may be invoiced according to the payment terms agreed upon in writing. We reserve the right to require payment before service, charge a card on file, or suspend service for accounts with outstanding balances. Declined transactions will incur a $35 fee. 

 

Special Handling 

Special Handling applies uniformly to any laundry, regardless of the reason, that falls outside standard wash, dry, and fold processing. 
Examples may include heavily soiled work clothing, grease, oil, mud, paint, strong odors, heavy pet hair, pet bedding, mildew odor, commercial rags, makeup-stained linens, sunscreen or oil buildup, items requiring separate wash cycles, extra rinsing, pre-soak, deodorizing, stain attention, or processing separately from other laundry. 

When Special Handling applies, clients will be notified at pickup or upon assessment before processing begins whenever possible. Clients may choose to proceed with the applicable fee or have the items returned unprocessed. 
Special Handling does not include items that exceed our Health & Safety Limits. Items outside our service scope may be declined or returned unprocessed. 

 

Health & Safety Limits 

The health and safety of our staff is our first responsibility. These limits apply equally to all clients and are based on the condition of the items, not on the circumstances of any household, guest, tenant, employee, customer, or business. 

We are unable to process laundry with heavy or saturating biological soiling, including but not limited to feces, blood, vomit, wound discharge, or other potentially infectious materials. 
We are unable to process items containing sharps, needles, medical waste, hazardous chemicals, pesticides, solvents, industrial agents, or anything that may damage equipment or expose staff to unsafe conditions. 
We are unable to process items from any location with a known active infestation of bed bugs, lice, scabies, fleas, mites, or similar pests. 

Lightly soiled laundry may be accepted when properly bagged and disclosed. If you are unsure whether your laundry falls within our service scope, please contact us before pickup so we can give you a straightforward answer. 

If out-of-scope items are discovered at pickup or during processing, we reserve the right to decline pickup, return items unprocessed, charge for remediation needed to protect our staff, equipment, or other clients' laundry, and/or decline future orders if the same concern recurs. 

 

Items Requiring Special Care 

Please do not include dry-clean-only garments, hand-wash-only items, leather, suede, fur, silk, wool, vintage garments, heirloom items, designer items, fragile fabrics, weighted blankets, or items with sentimental or irreplaceable value unless they have been specifically approved in advance. 

If these items are submitted with regular laundry, they may be processed at the client's own risk or returned unprocessed. We cannot take responsibility for damage to items that are not suitable for standard machine washing and drying. 

Commercial clients should not include linens or textiles requiring commercial dry cleaning, specialty finishing, pressing, mending, dye correction, professional stain restoration, or regulated medical/healthcare laundry handling unless separately agreed upon in writing. 

 

Stains, Odors & Pet Hair 

We make reasonable efforts to achieve clean results, but we do not guarantee complete stain removal, odor removal, pet hair removal, discoloration correction, or restoration of damaged fabrics.

Some stains are permanent before laundering, including but not limited to ink, oil, rust, permanent marker, dye transfer, makeup, sunscreen, grease, chemical discoloration, bleach marks, set-in stains, and aged stains. 

Commercial linens may show wear, staining, discoloration, makeup transfer, sunscreen buildup, hair product residue, cleaning chemical damage, or fabric fatigue from repeated guest, tenant, employee, or business use. We are not responsible for pre-existing conditions or stains that cannot be removed through standard washing.
We do not perform dedicated stain pre-treatment unless separately arranged and agreed upon. Please identify any stains or special concerns before pickup. 

 

Normal Wear & Tear 

Laundry processing naturally causes wear to fabrics over time. We are not responsible for shrinkage, stretching, fading, color bleeding, color transfer, pilling, abrasion, fabric fatigue, loose buttons, broken zippers, decorative element loss, existing tears, weak fabric, manufacturer defects, or damage caused by care labels that are inaccurate or incomplete. 

While we sort by color as a standard practice, we cannot guarantee prevention of all color bleeding, particularly from garments or linens with poor dye fixation or items that have not been previously washed. Please notify us of any items you know to bleed color so they can be processed separately when possible. 

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Quality Control 

Quality Control is VERY important to us. Our system is interactive and dependent upon your feedback and communication to function well. We need your input on the overall experience and quality you are receiving, and you can count on us to address any issues you communicate to us. Please call or email us to share immediate feedback. 

If you are not satisfied with the quality of your laundry results, please inform us within 48 hours of delivery. If we determine that items were not cleaned to a reasonable standard, we will arrange to re-clean them at no additional charge, provided the items have not been worn, used, rented, restocked, or placed back into service since delivery. 

Re-cleaning applies to cleaning quality concerns. It does not apply to stains, odors, pet hair, fabric condition, normal wear and tear, commercial linen age, pre-existing issues, or conditions that cannot be corrected through standard washing. 

 

Pricing Changes 

We reserve the right to change pricing, including estimates or discounts, and/or correct errors on our online pricing and promotions, or if we see that your laundry circumstances are not typical or not as described during initial intake. 

We also reserve the right to adjust pricing when circumstances on your laundry have changed, including quantity, frequency, volume, type of items, evidence of stains, special treatment, heavy soil, pet hair, odors, oversized items, unusual commercial usage, rush needs, inventory requirements, or additional handling required. We also reserve the right to correct typos and errors on our ads. 

 

Rate Increases 

We reserve the right to raise our rates at any time. You will be given advance notice of a price increase. 

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Privacy 

The safety of our clients and technicians is paramount at Caravel Cleaning Co. We maintain a strict policy regarding the privacy of our clients. 

We guarantee discretion and do not share information, including but not limited to email, addresses, phone numbers, service details, guest/tenant information, account details, and profiles. 
All employees have signed a document regarding these policies. 

 

Damage, Loss & Claims 

As careful as we are, it is bound to happen. We hate when it does, and we will always do our best to prevent it.
Please help us prevent damage in laundry by informing us of anything we need to be aware of before service. We cannot take responsibility for damaged laundry from stains, fabric condition, special-care requirements, items left in pockets, incorrect inventory, guest/tenant/client use, commercial wear, or concerns that were not reported to us prior to processing. 

Each incident is reviewed on a case-by-case basis. 
Missing or damaged items must be reported as soon as possible after delivery or discovery. Claims must be reported within 48 hours of delivery so we have a fair opportunity to investigate. 

For commercial accounts, inventory discrepancies should be reported before items are returned to guest, tenant, employee, customer, or business use. Once linens are restocked, rented, used, or moved by others, claims may not be eligible for review. 

Please keep all damaged items and packaging for inspection. Photos are strongly encouraged. 
We will pay up to $100 per verified damaged or lost item when we determine the issue was caused by our handling. Value must be verified for any item over $25. In some cases, we may elect to have the item repaired or replaced. 

We are not responsible for sentimental, collectible, designer, heirloom, vintage, or irreplaceable value; normal wear and tear; commercial linen depletion; items unsuitable for machine washing or drying; items left unattended in an insecure pickup or delivery location; or items lost due to improper bagging, labeling, or inventory information by the client. 

As business owners we take responsibility for our employees and their actions. Our guidelines are designed to minimize risks, not avoid responsibility. We will personally review any incident to ensure a fair and expedient resolution. 

 

Unclaimed Laundry

After your order is completed, we will contact you to arrange delivery. If delivery cannot be completed and we are unable to reach you, we will hold your laundry for up to 7 calendar days from the first delivery attempt. 
After 7 days, a storage fee may be applied. After 30 days of no contact or resolution, unclaimed laundry may be donated or disposed of. Caravel Cleaning accepts no liability for unclaimed items held beyond this period. 

 

Photos

We may occasionally take before/after photos of laundry for documentation, quality control, inventory clarification, damage claims, or marketing/advertising purposes. 
Photos are taken close-up and framed to obscure or exclude any personally identifiable features, guest/tenant information, addresses, or private account details. You are given the opportunity to decline having pictures taken for marketing purposes.