Crisp Laundry — Store Policy

Last updated: April 28, 2026

At Crisp Laundry we are committed to providing high-quality laundry and dry cleaning services with care and attention to detail. The following policy is designed to ensure clarity and fairness for both our customers and our team.

By using our services — including drop-off, pickup & delivery, dry cleaning, alterations, and any related services — you agree to the terms below. We may update this policy from time to time; the current version is always available at crisplaundry.com/policy and posted at our retail locations.

If you have questions before using our services, please ask any team member or contact us at help@crisplaundry.com.

1. Claims & Liability

Filing a Claim

To ensure a fair review, all claims must:

• Be submitted within 48 hours of pickup, delivery, or in-store collection
• Reference the original order number (paper ticket or pickup & delivery order ID)
• Include the affected item(s), in their post-service condition, for inspection where applicable
• Include date-stamped photographs of the damage if the item is not returned to us for review
• Include proof of value (original receipt, credit card statement, or comparable documentation) where available
• Include the approximate age of the item

Claims may be submitted in store, by email at help@crisplaundry.com, or through any claim form we make available on our website. Claims that are incomplete, unsubstantiated, or submitted outside the 48-hour window may not be eligible for review.

We aim to acknowledge claims within 2 business days. Most claims are resolved within 7–10 business days; complex claims, including those requiring third-party assessment, may take longer.

Valuation of Items

All claims are based on the fair market value of the item at the time of loss or damage — not original purchase price or replacement cost.

Fair market value is determined based on:

• Age
• Pre-service condition
• Brand and quality
• Comparable resale value on common secondary marketplaces

Where proof of purchase value is not provided, the depreciation guidelines below will be applied.

Depreciation Guidelines

Maximum Liability

Crisp Laundry's maximum liability for any single item is the lesser of:

• 10× the cost of the service paid for that item
• The item's fair market value (as defined above)
• $250 per item

Crisp Laundry's maximum aggregate liability for any single order is the lesser of $1,000 or 10× the order subtotal.

These limits apply regardless of brand, original purchase price, or claimed replacement cost. Customers seeking higher coverage for specific items must declare them in advance per Section 5 (High-Value Items).

In no event shall Crisp Laundry be liable for incidental, consequential, indirect, special, or punitive damages, including but not limited to lost profits, lost wages, missed events, or emotional distress.

Exclusions (No Liability)

Crisp Laundry is not responsible for:

• Normal wear and tear
• Shrinkage, color loss, color transfer, fabric stretching, or other fabric changes during standard cleaning consistent with the care label
• Manufacturer defects or inherent weaknesses in materials, including weakened fibers, prior repairs, or after-market modifications (sequins, beading, embroidery added after manufacture)
• Items with pre-existing damage, weakened fabric, mold or mildew, or poor construction
• Items not suitable for the selected service (for example, dry-clean-only items processed as wash & fold)
• Items left in pockets — recovered items are not returned
• Items with missing, illegible, or incorrect care labels
• Failure to provide special-care instructions at drop-off or order placement
• Color bleeding or transfer between items in the same load (customer responsibility to separate)
• Damage caused by undisclosed substances brought to us (paint, blood, oil, sand, pet waste, chemicals, etc.)
• Items not collected within 30 days (see Section 7)
• Loss or damage during pickup & delivery resulting from theft, weather, or an absent recipient at the agreed location (see Section 9)
• Acts of God, force majeure, government action, equipment failure, or other circumstances beyond our reasonable control (see Section 11)

We do not guarantee the removal of all stains, odors, pet hair, or pre-existing damage.

Customer Responsibility

By choosing our services, customers represent and agree that:

• All items submitted are owned by the customer or submitted with the owner's authorization
• Items have been emptied of pockets and personal effects
• Special-care instructions have been clearly communicated at intake
• High-value items have been declared in advance per Section 5

We reserve the right to photograph items at intake to document pre-existing condition. We reserve the right to decline service for items we believe pose a risk of damage we cannot reasonably mitigate.

2. Wash & Fold Service

Wash & fold uses standard machine washing and drying. By choosing this service, customers acknowledge and accept the inherent risks of laundering, including:

• Shrinkage
• Color fading or bleeding
• Wear to fabrics, trims, buttons, zippers, and decorative elements

Customers are responsible for:

• Excluding delicate, dry-clean-only, leather, suede, fur, embellished, or high-value items
• Separating items requiring cold-water or hand-wash care
• Disclosing any items requiring special handling at drop-off

Missing Items

Wash & fold orders are sold by weight and are not itemized at intake. Crisp Laundry cannot accept liability for missing items unless:

• A written inventory list was provided at drop-off, and
• The list was reviewed and signed by Crisp Laundry staff at intake

Customers who want itemized intake should request our Itemized Wash & Fold service in advance (available for a per-order fee).

Items reported missing must be reported within 48 hours and will be cross-referenced with order records and security footage where available.

3. Dry Cleaning

Garments are processed in accordance with care labels and the Drycleaning & Laundry Institute (DLI) Fair Claims Guide.

Customers must inform us of:

• Special-care requirements
• Sensitive fabrics (silk, wool, cashmere, linen, leather, suede, fur)
• Pre-existing damage, repairs, or after-market modifications
• Stains, including type and date when known

Failure to provide this information may result in damage for which Crisp Laundry is not responsible.

Buttons, Trim, and Decorative Elements

Buttons, beads, sequins, and trim may be removed before cleaning to prevent damage and re-attached afterward where possible. We will use best efforts to source matching replacements but do not guarantee exact matches.

Specialty Cleaning

Wedding gowns, costumes, leather, suede, fur, and other specialty items may require additional fees and longer turnaround. Specialty cleaning is performed at the customer's risk. We may decline items we determine cannot be safely processed.

4. Outsourced Services

Some services — including specialty dry cleaning, alterations, and tailoring — may be performed by trusted third-party vendors selected by Crisp Laundry. All claims arising from outsourced services must be submitted through Crisp Laundry and are subject to the limitations of liability in Section 1.

5. High-Value Items

Customers should not include items valued over $250 in standard service without prior written declaration.

To declare a high-value item:

• Notify staff at drop-off (in store) or include written notes with the order (pickup & delivery)
• Provide proof of value (receipt, appraisal, or comparable documentation)
• Confirm in writing that special handling has been agreed to

Without prior declaration and acceptance, items valued over $250 are processed at the customer's own risk and remain subject to the maximum liability limits in Section 1.

6. Refunds & Resolutions

If an issue arises, Crisp Laundry may, at its sole discretion, offer one or more of:

• Re-cleaning
• Store credit (valid for 12 months from date of issue)
• Partial or full refund

Resolution method is determined based on this policy and the specific circumstances of each case. All resolution decisions are final.

7. Storage & Unclaimed Items

• Items are stored free of charge for 30 days after completion of service
• After 30 days, a $15 per week storage fee may apply
• We will attempt to notify the customer by email or phone before disposal
• Items unclaimed after 6 months may be donated or disposed of in accordance with applicable New York law

Customers are responsible for keeping their contact information current.

8. Pricing

Prices are subject to change at any time and are available in store and at crisplaundry.com/pricing. The price quoted at the time of order placement governs that order.

9. Pickup & Delivery

By scheduling pickup & delivery, customers authorize Crisp Laundry and any delivery partners we work with to access the address provided for the purpose of collecting and returning items. By providing a building entry method (door code, lobby instructions, doorman authorization), customers represent they have the right to do so.

At Pickup

• Items must be left in a sealed bag at the agreed pickup location at the scheduled time
• If no items are present at the scheduled pickup, the order may be cancelled or rescheduled at our discretion
• Items must be free of hazards (sharp objects, hazardous chemicals, biohazards)

At Delivery

• We will deliver to the address on file unless otherwise instructed
• For doorman or concierge buildings, we may leave items with building staff at the customer's risk
• For customer-authorized contactless delivery, items left unattended are at the customer's risk
• We will attempt redelivery once at no charge; additional redelivery attempts may incur a fee

Service Area

Pickup & delivery is currently available throughout Manhattan. The service area may change at any time. The service area in effect at the time of order placement governs that order.

10. Privacy

Crisp Laundry collects and uses customer information (name, address, contact details, order history, payment information) solely to provide our services, communicate with customers, and operate our business. We do not sell customer information. For full details, see our Privacy Policy at crisplaundry.com/privacy.

11. Force Majeure

Crisp Laundry is not liable for delays or non-performance caused by events beyond our reasonable control, including but not limited to: severe weather, natural disasters, public-health emergencies, government action, utility outages, equipment failure, fire, theft, civil unrest, or labor disruption.

12. Modifications

Crisp Laundry may update this policy at any time. The current version is always available at crisplaundry.com/policy. Continued use of our services after a policy update constitutes acceptance of the updated terms. The version of this policy in effect at the time of order placement governs that order.

13. Governing Law & Disputes

This policy is governed by the laws of the State of New York, without regard to conflict-of-law principles. Any dispute arising under this policy shall be resolved in the state or federal courts located in New York County, New York.

Customers and Crisp Laundry agree to attempt good-faith resolution of any dispute before initiating legal proceedings.

14. Severability

If any provision of this policy is held unenforceable, the remaining provisions shall remain in full force and effect.

15. Contact

Questions, concerns, or claims should be directed to:

Crisp Laundry
help@crisplaundry.com (preferred — ensures your message is received and tracked)
(917) 733-1504
136 East 31st Street, New York, NY 10016

For the fastest and most reliable response — especially for claims, which require documentation — please email us. Phone is available for general questions; voicemails may be missed during busy periods.