General Terms

Responsibility to Read Notifications

Customer agrees to read all emails and other notifications from DormAid. We reserve the right to make changes to our service at any time and notification will be given by email in this event. Customer waives the right to seek refund for any loss in services resulting from neglecting to read or respond to DormAid emails or other notifications.

Right of Termination

DormAid reserves the right to terminate service and refund customers at any time for any reason or change the terms of this contract. Customers can check http://www.dormaid.com/pages/terms in order to view changes to this agreement. Customers can cancel their account as a result of changes to our terms of service without penalty by citing the change for which they are opposed to.

Laundry

Customers purchasing laundry, dry cleaning or pressing plans or a la carte laundry, dry cleaning, or pressing services agree to the following terms:

Subscription

Upon purchase of a laundry plan DormAid customers become subscribers of the service. They can cancel at any time according to our refund policy. Plans will be re-subscribed each semester at the school the customer is attending unless DormAid is alerted of a cancellation. Customers must cancel plans before August 1st for the first semester and December 1st for the second semester in order to avoid cancellation fees. Customers will be re-subscribed until DormAid is alerted of a cancellation thereafter. A la Carte laundry, dry cleaning plans, or a la carte laundry are not considered plans. It is the customer's obligation to ensure a valid credit card in on files at all times for customers who receive DormAid's dry cleaning bag. Failure to maintain a valid, working credit card on file will result in a suspension of your account and possibly the embargoing of laundry waiting for return. Suspended accounts are not eligible for a refund.

Right of Rejection

DormAid reserves the right to reject any and all items of a bag if it believes handling or cleaning the contents of the bag may cause more damage or expose DormAid to liability. Customers who submit items in a wash dry fold bag (their personal laundry bag) may not seek a refund if certain items are rejected. Items submitted to be dry cleaned or pressed that are rejected will not be charged. DormAid will not clean items that are determined to be at risk of further damaging the item or other items as a result of a normal clean. These items include but are not limited to: items that are wet or damp, items that are badly stained by ink or other coloring agents, items that are visibly ripped or otherwise damaged, items that are especially fragile or contain illegible care tags, items that are deemed to be excess of $150 in value.

Reimbursement Policy

Although DormAid makes every effort to avoid damage to your clothing, customers agree not to hold DormAid responsible for damage resulting from or including: buttons, sequins, pins, jewelry and/or other loose items left in the pockets of clothing. Additionally customer holds DormAid harmless for any shrinkage or fading of clothing, or any damage that occurs while cleaning an item either according to its care tag or according to the customers directions including the cleaning of an item placed in the bag labeled for laundry that through the customers negligence should not have been laundered. Furthermore, DormAid will not be held liable for items that are damaged due to a manufacturing defect or as a result of improper or illegible care instructions as well as damage done to especially fragile items which may require special processing or for damages caused by customer neglect such as items left in pockets. If a case of damage occurs customers must report the damage within 48 hours of the return of the items. All claims must be filed in writing and submitted to DormAid by email or postal mail within 2 days of either the scheduled or actual return date, whichever is later. When investigating a claim DormAid will reference the customers Bag Contents Card. In no case will DormAid accept a claim on any item that was not properly listed on the Bag Contents Card. After a legitimate claim is filed, there will be a processing period of 10 to 15 business days. During this period, DormAid will do everything possible to promptly and accurately determine the cause of damage or repair whatever damage might exist. If it becomes necessary to issue a reimbursement to one of our customers we reserve up to 30 days for processing. For all cash and check purchases, reimbursements will always be in the form of a check in the name of the payee and will be mailed to the address given at the time of payment. For all orders placed by credit card, reimbursement will always be in the form of a credit to the card used for payment. However, we reserve the right to pay by check if needed. In absolutely no case will a reimbursement exceed $150 for the entire contents of a bag or $75 for a single item. The customer agrees that the refund amount is at the sole discretion of DormAid.

Failure to Meet Scheduled Pick Up Times

DormAid does its very best to deliver laundry to its customers. Customers who fail to be present at their drop off time for more than two occasions may be charged a $7 delivery fee at the sole discretion of DormAid and shall not be eligible for any refund.

Laundry Use

Customers purchasing laundry service plans who fail to use laundry during a week or period of weeks are not entitled to refunds for unused weeks or credit for unused weeks. Customers agree to waive their right to seek refund for unused laundry throughout a semester prior to the cancellation date. The pro-rated discount amount will be calculated from the date a refund is requested and in no case will DormAid refund the customer for weeks the customer did not use the service prior to the cancellation date.

Customers who use any extra bags in excess of their laundry service plan will be charged at a rate of $1.49 per pound. DormAid shall on a once per semester basis or more frequently generate a bill for these accounts and automatically bill the credit card on file. The individual who is designated as the name on the credit card shall be held responsible for any additional charges accrued on the account. Whether or not the Student was authorized to generate these charges shall not be a valid excuse for refusing DormAid its just compensation.

Expiration of Laundry Services

A la Carte laundry service and dry cleaning credits will expire 180 days after their purchase date. Before this date customers may seek a refund according to our refund policy. After this date requests for a refund are at the sole discretion of DormAid.

Lost Bag

Customers who lose their laundry bag or dry cleaning and press bag must purchase a replacement bag to continue their service. All replacement bags will be billed at a rate of $10 per bag.

Dry Cleaning

Customers who use DormAid’s dry cleaning service who have not pre-purchased dry cleaning units or have consumed their credits are responsible for paying to DormAid the amount due on the account. DormAid shall on a once per semester basis or more frequently generate a bill for these accounts and automatically bill the credit card on file. The individual who is designated as the name on the credit card shall be held responsible for any additional charges accrued on the account. Whether or not the Student was authorized to generate these charges shall not be a valid excuse for refusing DormAid its just compensation. DormAid shall bill dry cleaning use according to its published schedule on the web and items for which a price is not established shall be billed at a reasonable rate.

Refund Policy

You can cancel your laundry plan at any time. To cancel your service call (1-888-4-DORMAID) or email us at support@dormaid.com. Plans cancelled during the semester will be refunded the pro-rated amount of the plan remaining after 15% of the initial purchase price is subtracted. The pro-rated amount shall be calculated by dividing the number of weeks remaining in the semester by the number of weeks initially paid for. DormAid reserves the right to issue refunds via checks. All checks have a processing time of 4-6 weeks.

Delivery Delays and Reschedules

DormAid makes every effort to remain on a regular delivery schedule that is published on our website. Due to unforeseen circumstances, deliveries can be delayed or rescheduled. In such an instance the affected customers will be notified by email. DormAid will offer no refunds or compensation for missed deliveries if this occurs. Customer acknowledges and accepts it is their sole responsibility to meet our delivery driver if this occurs. In some instance, no notification will be possible (i.e. traffic delays, inclement weather, accidents, or acts of god). Customer acknowledges and accepts that deliveries may be as many as 30 minutes delayed past the scheduled time. Customer agrees that it is their responsibility to make any adjustments needed to meet our delivery driver. Customer waives their right to seek refund for any loss in services resulting from delays equal to or less than 30 minutes even if notification is not given.

Change of Address

It is the responsibility of the customer to inform DormAid of any address changes for which services are expected to be rendered. DormAid will assume customers remain at their stated address unless notified. Failure to update location information shall not be accepted as a valid reason for why DormAid did not render services to the customer.

Room Cleaning

Customers purchasing cleaning plans or a la carte cleaning services agree to the following terms:

Subscription

Upon purchase of a cleaning plan, DormAid customers become subscribers of the service. They can cancel at any time according to our refund policy. Plans will be re-subscribed each semester at the school the customer is attending unless DormAid is alerted of a cancellation. Customers must cancel plans before August 1st for the first semester and December 1st for the second semester in order to avoid cancellation fees. Customers will be re-subscribed until DormAid is alerted of a cancellation thereafter. A la Carte cleaning is not considered a plan. It is the customer's obligation to ensure a valid credit card in on file at all times for customers who receive DormAid’s room cleaning services.

Failure to be Present

DormAid employees cannot enter a room if the customer or customer's designee is not present. In cases where the college has explicit controls on access to its facilities customers are asked to escort all DormAid cleaning teams to their rooms to begin receiving service. It is the customer's duty to know the policies for services and guests at the location for which services are or intended to be performed. Once DormAid employees are granted access to a residence and are able to secure access to running water and an electrical outlet, the customer is permitted to stay or leave as they please. Customers must meet the cleaner when called to provide access to the building and room. Cleaning teams will spend five (5) full minutes attempting to make contact with the customer after the scheduled time. Once contact is made, cleaning teams will spend ten (10) additional minutes attempting to rendezvous with the customer with which contact has been made. In the event of failure to make contact or failure to convene with the customer DormAid reserves the right to cancel the cleaning scheduled and keep the full amount of the clean. Furthermore, DormAid reserves the right to cancel the cleaning scheduled and keep the full amount of the scheduled bill in cases in which the customer has not met the cleaning team within ten (10) minutes of contact being made, even if contact continues beyond initial contact.

Delays and Reschedules

DormAid makes every effort to arrive as scheduled. In some instances, delays or rescheduling is inevitable due to unforeseen circumstances. If the delay exceeds 45 minutes passed the schedule time DormAid will make every effort to notify the customer in a timely manner and reschedule the clean. If the delay is less than 30 minutes passed the scheduled time, Customer agrees to waive the right to refund. Customer acknowledges and accepts the responsibility to be present at the scheduled time and for 30 minutes thereafter. DormAid reserves the right to cancel and reschedule cleans due to unforeseen circumstances and to protect the health and safety of DormAid's cleaning crews. In these instances, Customer agrees to waive the right to a full refund and will be refunded according to DormAid's cancellation policy.

Expiration and Refunds of Cleans

Cleans or cleaning plans shall expire 150 days after their purchase date. It is the sole discretion of DormAid to refund customers for unused cleans 100 days from their purchase date. A la Carte cleans can be cancelled 48 hours prior to the scheduled time to receive an 90% refund. Cancellations less than 48 hours to the scheduled cleaning time are not entitled to a refund.

Right to not Clean

In cases where DormAid cleaners feel that cleaning a room or part of a room will be a health hazard to themselves or others in the room, or where the act of cleaning may bring additional damage and potentially liability to DormAid, DormAid and its cleaners reserve the right not to clean certain items, places, or locations. This includes but is not limited to bodily fluids or waste, toxic or otherwise harmful chemicals, materials contaminated with infectious diseases, and harmful building materials such as lead paint or asbestos.

Provision of Water and Electricity

DormAid does not carry portable water supplies or sources of electricity. Failure of customer to provide these resources will prevent DormAid from engaging in cleaning activities that depend up water and electricity. Customers agree it is their responsibility to provide the aforementioned resources to DormAid cleaners.

Reports of damage, trashing, or theft to sensitive items

It is often difficult to distinguish between trash and important papers or other belongings. Although DormAid cleaners are instructed to be especially cautious when putting items in garbage receptacles, customers are asked to notify DormAid cleaners of any items that may fall into this category. Customers will not hold DormAid liable in the event that damage occurs to an item that was perceived to be trash by a DormAid employee if that item was not identified and noted before cleaning began by the customer as being a personal belonging not meant to be trash. In addition, DormAid will assume any property that could be damaged by standard cleaning agents will be removed or so marked by the customer before cleaning begins. Therefore, customers will not hold DormAid liable in the event that damage occurs to an item while it was cleaned if that item was not identified as being susceptible to damage from standard cleaning agents beforehand by the customer. Any broken, damaged, or missing property noticed after cleaning should be reported to DormAid within 24 hours of the moment our cleaning team leaves the room in which damaged or missing property is noticed. Claims reported after this window will be to the discretion of DormAid to investigate (we investigate all claims but DormAid requires such a policy to protect against fraudulent claims). For legitimate claims, DormAid will assist customers in pursuing insurance claims. DormAid accepts no responsibility for damaged or missing items unless explicit evidence can be demonstrated to show DormAid is directly responsible for their damage or misplacement. Customers agree to hold harmless DormAid for all claims as they relate to damaged or missing items for which direct negligence or intent is not evident.

Refund Policy

You can cancel your cleaning plan at any time. To cancel your service call (1-888-4-DORMAID) or email us at accounts@dormaid.com. Plans cancelled during the semester will be refunded the pro-rated amount of the plan not consumed after 15% of the initial purchase price is subtracted. The pro-rated amount shall be calculated by dividing the number of cleans remaining in the semester by the number of cleans initially paid for. Customers may not receive a refund on cleans more than 120 after the purchase date of the plan. A la Carte cleans can be cancelled 48 hours prior to the scheduled time to receive a 90% refund. Cancellations less than 48 hours to the scheduled cleaning time are not entitled to a refund. DormAid reserves the right to issue refunds via checks. All checks have a processing time of 4-6 weeks.

Additional Hours

Customers who receive more than 2 man-hours of cleaning on any given clean shall be subject to a charge of $39.00 per man-hour for any additional cleaning. This amount shall be rounded up to the nearest 30-minute interval. DormAid reserves the right to send a team of two people for one hour or one person for two hours.

Change of Address

It is the responsibility of the customer to inform DormAid of any address changes for which services are expected to be rendered. DormAid will assume customers remain at their stated address unless notified. Failure to update location information shall not be accepted as a valid reason for why DormAid did not render services to the customer.

Water Delivery

Customers purchasing water delivery agree to the following terms:

Subscription

Upon purchase of DormAid Water Delivery, customers become subscribers of the service. A DormAid Water Delivery customer who terminates this Agreement before the end of the semester may pay a charge of up to $40 for administrative costs incurred by DormAid. Plans will be re-subscribed each semester at the school the customer is attending unless DormAid is alerted of a cancellation. Customers must cancel plans before August 1st for the first semester and December 1st for the second semester in order to avoid cancellation fees. Customers will be re-subscribed until DormAid is alerted of a cancellation thereafter.

Delivery of Products

DormAid will drop off new bottles every 15-25 working days (3-4 weeks). When you receive your first delivery, let your DormAid and/or water delivery representative know the exact location where you would like us to deliver your water. You do not need to be home to receive the delivery, but you should leave your empty bottles out the night before so we can pick them up at the time of the delivery. Customer will comply with all of DormAid's procedures, which DormAid may change at any time upon reasonable advance notice to customer.

Price and Product Changes

Customer agrees that prices are subject to change at any time. In cases where the price of water products changes significantly DormAid reserves the right to inform the customer and assess additional charges or refund the customer. Customer also acknowledges that from time to time products are out of stock. In those cases DormAid will make its best effort to contact the customer to replace it with a comparable product but also reserves the right to refund that part of the order which is out of stock.

Missing, Lost, or Stolen Products

DormAid will deliver water products to customers, their designee, their provided shipping address or the front of their door. Customers hold DormAid harmless for any products that are lost or missing after delivery is made. DormAid cannot be held responsible for claims of stolen or lost water items.

Liability

DormAid uses strategic partners to deliver all its products. DormAid's employees shall not be held liable for injuries or damages that arise as the result of the negligent performance of its vendors. DormAid selects vendors in its best effort to serve its customers and customer agrees to waive DormAid of damages that arise as a result of providers.

Change of Address

It is the responsibility of the customer to inform DormAid of any address changes for which services are expected to be rendered. DormAid will assume customers remain at their stated address unless notified. Failure to update location information shall not be accepted as a valid reason for why DormAid did not render services to the customer.

Products

Customers purchasing Products agree to the following:

Cancellation

Once an order is placed of products, the order may not be cancelled, returned or refunded.

Price and Product Changes

Customer agrees that products and prices are subject to change at any time. In those cases DormAid will make its best effort to contact the customer to replace it with a comparable product but also reserves the right to refund that part of the order which is out of stock.

Deliveries

DormAid shall not be held responsible for delivery delays due to causes beyond their control. DormAid does not guarantee delivery on the date requested. It is the responsibility of the customer to ensure all delivery information is correct. DormAid will not be held responsible for incorrect addresses. Customer promises that in any case where DormAid is found to have failed to meet its conditions DormAid may at its sole discretion provide a refund to the customer. In no case will a refund be issued in an amount greater than the purchase price of Product.

Missing, Lost, or Stolen Products

DormAid shall not be held responsible for lost or damaged Product items unless DormAid fails to ship the Product to the indicated address. In the event of damage, customer promises to hold the shipper of the product or the intermediate receiver of the product liable.

Liability

DormAid uses strategic partners to deliver all its products. DormAid's employees shall not be held liable for injuries or damages that arise as the result of the negligent performance of its vendors. DormAid selects vendors in its best effort to serve its customers and customer agrees to waive DormAid of damages that arise as a result of providers.

Change of Address

It is the responsibility of the customer to inform DormAid of any address changes for which purchases are expected to be delivered. DormAid will assume customers remain at their stated address unless notified. Failure to update location information shall not be accepted as a valid reason for why DormAid did not render services to the customer.

Product Malfunctions

In the case of a product malfunction, the customer agrees not to hold DormAid liable for any damages. It is the customer's responsibility to contact the Product manufactorer in order for the product warranty to be in effect.