Frequently Asked Questions
Clear answers about ordering, pickup, pricing, payment, garment care and rewards.
Is my order confirmed as soon as I submit it online?+
No. An online submission is an order request. Your order is accepted only after Pure Cleaners completes the necessary checks and sends a clear confirmation. An automated order-received or payment-verification message is not final acceptance.
Can I review and correct my order before submitting it?+
Yes. Before submission, you can review your services, quantities, address, pickup window, estimate and payment authorization, correct errors, and accept the Terms & Conditions and Privacy Policy.
Can available pickup times change?+
Future availability may change with order volume, routes, service areas and operations. A pickup that has already been confirmed will not change merely because later availability changes. If an exceptional issue affects a confirmed pickup, we will contact you to rearrange it.
When are regular pickups and when can I cancel for free?+
Regular pickup windows are Wednesday and Saturday from 11:00 a.m. to 2:00 p.m. The current free cancellation or change deadline is 8:00 a.m. on the pickup day. Your confirmation will display the exact deadline that applies to your order.
Is a same-day pickup request guaranteed?+
No. Requests submitted by 8:30 a.m. on a pickup day are wait-list requests. They depend on the driver route, service area and remaining capacity, and become appointments only after Pure Cleaners confirms them.
How are delivery distance, minimums and fees calculated?+
The system uses the one-way normal road-driving distance from 544 Eglinton Ave W, not a straight-line radius. Current rules are: within 3 km, $20 minimum and free pickup/return; over 3–10 km, $50 minimum and $10 fee; over 10–20 km, $50 minimum and $20 fee; over 20–30 km, $100 minimum and $25 fee; over 30 km, please contact us. Fees and minimums exclude HST.
Does the delivery fee cover both directions?+
Yes. The standard displayed fee covers one pickup and one return to the same confirmed address. Address changes, split orders, partial early returns or extra trips may require an additional agreed fee.
Why is the website price not the final price?+
Website prices are estimates based on the information you provide. After inspection, we confirm the actual quantity, size, fabric, construction, decoration, stains, damage and special-care needs. A significant increase, added service or special-risk item requires approval before processing.
What happens if I do not respond to an updated quote?+
Items requiring approval normally remain unprocessed. If you do not respond within 72 hours, those items may be marked do not process and returned under the applicable order rules. Unperformed services are not charged; completed services and applicable agreed fees remain payable.
Why can the final item count differ from the number of bags collected?+
The driver records bags or packages for handover. This is not the final garment count. Final quantities, categories, condition and pricing are based on the store inspection record.
What should I do before handing over my garments?+
Empty all pockets and remove cash, jewellery, electronics and documents. Tell us about stains, damage, loose trims, previous home treatments and special-care needs, and provide accurate address, access and safe-placement instructions.
Which items are considered special or higher risk?+
Examples include curtains, blinds, rugs, large household textiles, leather, suede, fur, down, wedding dresses, gowns, beaded garments, high-value brands, items with missing or conflicting care labels, and aged, faded, damaged or structurally unstable pieces. Some require separate risk approval.
Can every garment be restored to its original condition?+
No. Wear, age, sunlight, manufacturing defects, unstable dyes, hidden damage, incorrect care labels, bonded layers and trims may change during cleaning. Professional care reduces risk but cannot change the material's underlying condition or guarantee removal of every stain or odour.
Is payment authorization the same as a charge?+
Not necessarily. Payment verification, authorization and the final charge are separate steps. The final amount is determined after inspection and any required customer approval.
What happens if payment fails?+
Processing or return delivery may be paused and you may receive a secure payment link. If cleaning has already started, we may complete steps reasonably necessary to protect the garment, but return delivery can remain paused until the amount due is paid.
Can you leave my order with a concierge or in a safe place?+
Yes, if you clearly authorize a recipient or safe location in advance. Once we follow your instructions and record delivery, later theft, weather or third-party loss is generally the customer's risk, except where Pure Cleaners was negligent or did not follow the instructions.
Is the displayed completion date guaranteed?+
No. Completion and return dates are estimates. If you have a wedding, trip, event or work deadline, tell us when ordering. A special deadline is guaranteed only if Pure Cleaners separately confirms it in writing.
What should I do if I am unhappy with the service?+
Contact us promptly with the order number, description and photos, preferably within 48 hours of receiving the item. Do not wear, repair or re-clean it before our review. Where a service-quality issue is confirmed, we may first offer a complimentary re-clean or another reasonable remedy.
Does the 48-hour notice period remove my legal rights?+
No. It helps preserve records and investigate the issue; it does not remove rights that cannot legally be waived. A delayed report may, however, make the facts harder to verify.
How are loss or damage claims assessed?+
We consider age, original price, normal useful life, pre-service condition, depreciation, service charge and responsibility. Where legally permitted, the starting limit per item is the lower of ten times its cleaning/care charge or its reasonable depreciated value. Non-excludable legal liability is not limited.
How do rewards work?+
Earn one point for each $1 of eligible after-discount, pre-tax service charges actually paid. Redeem 100 points for $5 off eligible services, up to 20% of the pre-tax service amount per order. HST, delivery, cancellation, failed-pickup, redelivery and gift-card charges do not earn points. Points do not expire solely with time.
Is the first-order discount always 20%?+
No. The discount, eligibility, dates and exclusions are governed by the promotion shown at the time. Unless a promotion says otherwise, it cannot be combined with points, referral rewards, another promo code or a membership discount. A confirmed order keeps the promotion that was accepted for that order.
What happens to garments that remain unclaimed?+
They are not automatically destroyed after 90 days. We will make reasonable contact attempts, and any lien, sale, donation or disposal will follow applicable Ontario notice and legal procedures.
When may Pure Cleaners suspend or end service?+
Examples include overdue balances, repeated unsuccessful pickups or deliveries, fraud or promotion abuse, threats or safety risks, serious or repeated breaches, legal requirements, or a reasonable business change. Suspension does not cancel obligations or rights already arising from an order.