Terms & Conditions

Submitting an online order is a service request, not acceptance by Pure Cleaners. An order is accepted only when we send a clear confirmation by the system, email, text or another express method. An automated order-received message or payment verification alone is not final acceptance.

Before submission, customers must be able to review and correct services, quantities, address, appointment, estimated charges and payment authorization, and accept these Terms and the Privacy Policy. After acceptance, confirmation and the applicable order information will be provided in a form that can be retained.

Customer information must be accurate and current. Customers must protect account access, links and verification codes. We may investigate and reasonably suspend duplicate, fraudulent or promotion-abusing accounts. Material updates to these Terms generally apply to new orders; confirmed orders generally retain the version accepted when confirmed.

Services vary by garment, material, address, capacity and safety. We may refuse or limit work because of condition, care instructions, capability, delivery area or risk.

Guaranteed regular pickup requests should be completed by 6:00 p.m. the day before. Requests made by 8:30 a.m. on pickup day are wait-list requests and require confirmation. The system may show availability up to 30 days ahead. Current regular windows are Wednesday and Saturday, 11:00 a.m.–2:00 p.m.

Pickup windows and completion dates are estimates. Traffic, weather, routes, order volume, equipment and other reasonable factors may cause delay. We may refuse or cancel a request that is outside the service area, below the minimum, unverified for payment, incomplete, unsafe, beyond our capability, repeatedly unsuccessful or connected to an overdue balance. Unprovided services are not charged.

Distance is the system map service's one-way normal road-driving distance from 544 Eglinton Ave W, Toronto, Ontario M5N 1B4—not straight-line distance. If the address changes, fees and minimums may be recalculated.

Current zones: within 3 km—$20 minimum, free pickup and return; over 3–10 km—$50 minimum, $10 fee; over 10–20 km—$50 minimum, $20 fee; over 20–30 km—$100 minimum, $25 fee; over 30 km—contact Pure Cleaners for availability and pricing. Minimums are pre-discount, pre-tax cleaning/care service amounts and exclude HST and ancillary fees.

The standard fee covers one pickup and one return to the same confirmed address. Address changes, split orders, partial early returns and extra trips may carry an agreed additional fee.

The order confirmation displays the exact free cancellation/change deadline. For the current Wednesday and Saturday 11:00 a.m.–2:00 p.m. window, it is 8:00 a.m. on pickup day. After that deadline, a customer-caused failed pickup may be charged at $10 plus tax within 3 km or the originally quoted zone fee elsewhere. A requested second visit may be charged again. Pure Cleaners-caused failures are not charged.

Bag counts recorded by a driver are for handover and are not the final item count or charge. Final quantities, categories, condition and services are based on the store inspection. Report an obvious discrepancy promptly to hello@purecleaners.ca.

Before handover, empty pockets; remove cash, jewellery, electronics, documents and valuables; disclose stains, damage, loose trims, previous home treatment and special-care needs; and provide accurate address, access and safe-placement instructions. Except where we failed to use reasonable care or law provides otherwise, we are not responsible for undisclosed items left in garments.

Website prices and ranges are estimates only and exclude HST. Final pricing follows inspection of actual quantity, size, fabric/fill, construction, decoration, stains, damage, special care, repair, rush, brand and specialist requirements. Wedding dresses, special footwear, heavy stains, special care, rush work and items marked manual quote require separate pricing.

Ordinary items within the accepted scope may proceed. Items with a significant increase, additional service or special risk normally remain unprocessed until approved, while other approved items may continue. If approval is not received within 72 hours, affected items may be marked do not process and returned; the original completion/return estimate may lapse. Unperformed work is not charged, but completed work and applicable agreed fees remain payable.

Payment verification, authorization and charging are distinct. A valid method may be verified or authorized for an estimate. We may charge amounts already confirmed, amounts not requiring further approval under these Terms, agreed extras, failed-pickup fees and redelivery fees. A failed verification may prevent confirmation; a later failure may pause processing or return delivery. Necessary steps may be completed to protect a garment already in process, but return may be held until payment. An unpaid balance may suspend new orders. The first order does not create an unlimited or recurring charge authorization unless separately agreed.

Curtains, blinds, rugs, large household textiles, leather, suede, fur, down, wedding dresses, beaded or evening gowns, high-value brands, items without clear care instructions and aged, faded, damaged or unstable items may require a separate risk acknowledgement. Declaring a value does not establish that value or automatically increase liability.

We use reasonable professional standards, care labels, material characteristics and observed condition, but cannot guarantee removal of every stain, odour, fade or prior damage. Where legally permitted, we are generally not responsible for changes mainly caused by wear, age, sunlight, weakened fibres, manufacturing defects, unstable dyes, incompatible materials, hidden defects, incorrect/missing labels, fragile trims, undisclosed prior damage or the material's inability to withstand reasonable professional care. This does not exclude liability for our negligence, intentional misconduct, breach of an accepted treatment agreement or non-excludable legal duties.

Completion dates, return windows and status updates are reasonable estimates. Special materials, stain work, approval delays, outside processing, quality-control rework, payment failure and uncontrollable events may extend them. A wedding, travel, event or work deadline is guaranteed only if separately confirmed in writing.

You may authorize delivery to yourself, a household member, concierge, reception, named recipient or agreed safe place. After we follow a clear safe-placement instruction and record delivery, subsequent theft, weather damage or third-party removal is generally the customer's risk, except where we were negligent or did not follow instructions. An extra delivery attempt may be charged.

We will make reasonable efforts to contact customers about collection, payment or redelivery. Items are not automatically destroyed after 90 days. Any storage fee, lien, sale, donation or disposal will follow applicable Ontario notice and legal procedures.

Contact us promptly with the order number, affected item, explanation, photos and reasonably requested information—preferably within 48 hours of receipt—and do not wear, repair or re-clean the item before review. This timing assists investigation and does not remove non-waivable legal rights.

Where a service-quality issue is confirmed, we may first offer one complimentary re-clean or another reasonable remedy. Loss or damage assessment may require proof of purchase, age, original price, photos and pre-service condition and considers normal life, wear, depreciation, service charge and responsibility.

Except where law provides otherwise or prohibits a limitation, compensation per item is generally based on the lower of ten times that item's cleaning/care charge or its reasonable depreciated value. Fraud, intentional misconduct, gross negligence and other non-excludable liability are not limited. A set claim is generally based on the affected piece while reasonably considering impact on the remaining set.

Earn one point per $1 of eligible after-discount, pre-tax service charges actually paid. HST, pickup/return, cancellation, failed-pickup, redelivery, gift-card purchases and stated exclusions do not earn points. Points become available after completion and successful payment; refunds and adjustments reverse related points.

Redeem 100 points for $5 off eligible services, up to 20% of the pre-tax service amount per order. Points cannot pay excluded charges, be converted to cash, sold, transferred, used by another account or applied to past orders. They do not expire solely with time.

Any first-order promotion is governed by the offer shown at the time and is not a permanent 20% promise. Unless stated otherwise, it is once per eligible customer, excludes taxes and ancillary charges, cannot be combined with points, referral rewards, another code or membership discount, and earns points only on the eligible amount actually paid.

Personal information is handled under our separate Privacy Policy and applicable law. Customers agree to transactional calls, texts and emails reasonably required for appointments, drivers, quotes, payments, order status and delivery. Marketing communications require applicable consent and can be unsubscribed from; necessary open-order messages may continue.

Card information is processed by Stripe or another designated provider. Pure Cleaners does not intentionally store complete card numbers or security codes in its ordinary database. Maps, payments, messaging, hosting, analytics and other technology providers may have their own terms and privacy policies. Technical interruptions may require an order to be handled by phone, email or another manual process.

Where legally permitted, we are not responsible for indirect or consequential losses such as lost profit, revenue, opportunity or an uncommunicated event/travel deadline, or losses caused by failure to follow pickup, storage or care instructions or by reasonable uncontrollable delay. This does not exclude non-waivable consumer rights, fraud, intentional misconduct, gross negligence, personal injury or other liability that cannot legally be excluded.

Except for garment loss/damage under section 8, aggregate contractual liability for one order is generally limited, where legally permitted, to the greater of $50 or the amount actually paid for the order giving rise to the claim. Customers are responsible for proven loss directly caused by intentional unlawful use, fraud, materially false safety information, dangerous/illegal items or intentional infringement—not for loss caused by Pure Cleaners' own breach or negligence.

Severe weather, major traffic interruption, fire, flood, outage, non-negligent equipment or infrastructure failure, government order, labour disruption, public-health event or another event beyond reasonable control may delay service. We will reasonably notify customers, protect garments in our care and resume or rearrange service when possible. Completed services remain payable; unavailable services are not charged.

Customers may stop using the website or request account closure without cancelling existing payment, garment, claim, points or other obligations. We may suspend or end service for overdue amounts, repeated failed visits, fraud or promotion abuse, threats or safety concerns, serious/repeated breach, legal requirements, discontinuation or reasonable business change. Unprovided services are not charged; completed services and prior charges remain payable.

These Terms are governed by Ontario law and applicable federal Canadian law. Parties should first try to resolve concerns through customer service, without limiting access to regulators, consumer authorities, courts or other lawful remedies.

These Terms, the Privacy Policy, order confirmation, an accepted quote and any applicable promotion or special-item consent form the order agreement. An invalid term is adjusted or severed only as necessary; the remainder continues. A delay in enforcing a right is not a permanent waiver. We may transfer related agreements in a business sale, reorganization or service transfer while continuing to protect customer rights and personal information as required by law.