Duffloo, Inc
Terms and Services Agreement
Last Updated October 04, 2023
AGREEMENT TO TERMS
Duffloo Inc. owns and operates this Website. This document governs your relationship with Duffloo.com (“Website”) including any other media form, media channel, mobile website, or mobile application related or connected thereto (collectively, the “Duffloo Platform”). Access to and use of this Website and the products and services available through the Duffloo Platform (collectively, the "Services") are subject to the following terms, conditions, and notices (the "Terms of Service"). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.
We will not be liable if for any reason the Duffloo Platform is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of the Duffloo Platform.
The Duffloo Platform may contain links to other Website/Apps (the "Linked Sites"), which are not operated by Duffloo. Duffloo has no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.
PRIVACY POLICY
Our privacy policy, which sets out how we will use your information, can be found at Duffloo's privacy policy. By using the Duffloo Platform, you consent to the processing described therein and warrant that all data provided by you is accurate.
PROHIBITIONS
You must not misuse the Duffloo Platform.
While using the Duffloo Platform (including but not limited to the website and mobile applications) you will not:
- Commit or encourage a criminal offense;
- Transmit or distribute a virus, trojan, worm, logic bomb, or any other material which is malicious, technologically harmful, in breach of confidence, or in any way offensive or obscene;
- Hack into any aspect of the Service;
- Corrupt data;
- Cause annoyance to other users;
- Infringe upon the rights of any other person's proprietary rights;
- Send any unsolicited advertising or promotional material, commonly referred to as "spam";
- Attempt to affect the performance or functionality of any computer facilities of or accessed through the Duffloo Platform.
Breaching this provision would constitute a criminal offense and Duffloo will report any such breach to the relevant law enforcement authorities and disclose your identity to them.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses, or other technologically harmful material that may infect your computer equipment, computer programs, data, or other proprietary material due to your use of the Duffloo Platform or to your downloading of any material posted on it, or on any Website/Application linked to it.
INTELLECTUAL PROPERTY, SOFTWARE, AND CONTENT
The intellectual property rights in all software and content (including photographic images) made available to you on or through the Duffloo Platform remain the property of Duffloo or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Duffloo and its licensors. You may store, print, and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute, or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Duffloo Platform nor may you use any such content in connection with any business or commercial enterprise.
SERVICES
Duffloo's services include websites ("Site"), mobile applications ("App"), and related services that enable Users to arrange and schedule the laundering of clothes, pickup of dirty laundry, delivery of clean laundry, and to purchase certain goods, including with third-party providers of such services and goods under agreement with Duffloo or certain Duffloo affiliates ("Services").
You recognize that your use of the Services to seek logistics or delivery services does not establish Duffloo as a logistics or delivery service or a transportation company.
In order to contract with Duffloo, you need to create and keep an active user account (an "Account"), you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. Failure to maintain accurate and current information in your Account may prevent you from accessing or utilizing the Services. Users may only create a single Account. Users may not grant other parties access to or use of their Account. You are not permitted to transfer or assign your Account to a third party. Users are entirely accountable for preserving the secrecy of their Accounts and for all actions that occur under their Accounts. You promise to contact Duffloo promptly if you feel that an unauthorized party has accessed your Account or that there has been any other breach of security.
ORDERS AND PAYMENT TERMS
Duffloo retains the right to refuse any request made by you. When placing an order, you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the services. All prices advertised are subject to changes. When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order.
Whilst we try and ensure that all details, descriptions, and prices which appear on the Duffloo Platform are accurate, errors may occur. If we discover an error in the price of any services which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the services, you will receive a full refund.
ADDITIONAL COST
There is an extra cost for same-day service ("12 Hours Wash and Fold Service"). 12 Hours Wash and Fold Service orders must be placed between 8:00 a.m. and 11:00 a.m. This order type will be delivered between 6:00 pm and 8:30 pm on the day it was placed.
Refunds
If there is a problem with our service, such as wet garments returned to you, foreign objects in your laundry, or other similar complaints, you may seek a refund for the garments or clothes impacted. You will NOT receive a refund for quality differences between orders. ONLY the worth of the garments or clothes in which the defect was detected will be refunded. The value of garments or clothes in which the defect did not exist will NOT be refunded. Within 24 Hours of the delivery date, you must notify Duffloo by making a written request for a refund in the form of (a) a letter sent or hand delivered to Duffloo (current address provided online), or (b) an email to support@duffloo.com. Refund requests must be submitted by the User or the User's authorized representative and must include the User's complete name and an explanation of the problem. All Duffloo orders are covered under the Duffloo Clothes Safeguard plan which covers used-value of 60% of retail purchase price and is applicable for only the claims made within 24 hours of delivery. Refunds will be provided as Duffloo account credit only. Regarding shrinkage, holes and tears, and color bleeds, please refer to our Clothes Safeguard Plan for detailed information. We do not take responsibility for items that shrink, holes, or tears that occur as a result of the normal laundering process, or color bleeds. Credit given to the customer under the Clothes Safeguard Plan is not guaranteed and is under the sole discretion of Duffloo.
CANCELLATION CHARGES
A user must call 1-833-DUFFLOO to reverse a purchase. Requests to cancel are accepted up until one (1) hour before the pickup time. Time slots are four-hour blocks of time, running from 8 a.m. to 8 p.m. There will be cancellation fees if the User cancels the order within the designated pickup window. If the request for cancellation is made after the pickup, it will be rejected, and the service will be provided.
PROMOTIONAL AND REFERRAL CODES
Duffloo may, in its sole discretion, create referral and promotional codes redeemable for discounts on future Services and/or a third-party provider's services, or other features or benefits related to the Services and/or a third-party provider's services, subject to any additional terms established by Duffloo. You accept that promotional and referral codes:
- Must be utilized lawfully and for the intended audience and purpose;
- May not be reproduced, sold, transferred, or made accessible to the general public (whether posted on a public forum or otherwise) without Duffloo's prior permission;
- May be deactivated at any time and for any reason by Duffloo without incurring any obligation;
- May only be utilized in accordance with the limitations that Duffloo specifies for such promotional codes;
- Are not redeemable for cash;
- May expire before you utilize it.
Duffloo maintains the right to withhold or deduct credits or other advantages gained via the use of referral or promotional codes by you or any other user if Duffloo decides or suspects that such use or redemption was in mistake, fraudulent, unlawful, or otherwise in violation of Duffloo's Terms.
SERVICE DELIVERY AND PICKUP PROCEDURES
Laundry Transfer
You or a representative must be present at all pickups and deliveries in order to accept and pass off your order. You may, however, choose to leave your laundry unattended during pickups and deliveries. If you choose to leave your laundry unattended, Duffloo cannot be held liable for any loss or damage.
Orders Fulfilled
Duffloo is pleased to provide a turnaround time of 24 hours. However, finished orders may be returned to the User early or late, depending on traffic or other reasons outside the Company's control.
Transport logistics
Pickup and delivery from the User may or may not be conducted by Duffloo staff or independent contractors. Additionally, Duffloo employs the Duffloo Drivers and sometimes Uber or similar delivery service when need be to provide transportation services on its behalf.
Laundry Guidelines
Laundry provided by the user, whether in hampers, personal bags, or any other container, should be suitable for washing. Do not include items like sleeping bags, shoes, purses, backpacks, or other non-laundry items. Including any prohibited items constitutes a breach of this agreement, and Duffloo is not liable for any damages to such prohibited products.
The contents of a single hamper or laundry bag will be laundered in a single load. It is the duty of the User to ensure that all items in a laundry bag may be washed together.
The contents of a laundry bag cannot be divided into separate loads for washing by Duffloo. The User must put the goods into different bags and provide special instructions during order placement if they want to wash them separately.
Duffloo is not responsible for loss or damage to property that is improperly placed with the laundry, including, but not limited to, non-laundry items in pockets or among clothing, laundry that cannot be machine washed in a regular cycle, such as delicates or worn-out clothing, and laundry that cannot be machine dried.
Please contact our customer care if you have queries regarding which things Duffloo accepts and which it does not.
No Dangerous Substances
The User is NOT permitted to store any dangerous chemicals or things in the laundry bags or hampers. Not approved hazardous products and things include prohibited or illegal chemicals, weapons, knives, and hypodermic needles, among others. This Agreement also prevents the User from packing laundry bags with highly filthy clothing. Duffloo considers clothing to be very filthy if it is polluted by chemical or biological risks, such as hazardous substances, feces, urine, blood, vomit, or vermin. Duffloo reserves the right to deny or refuse service to any user who places dangerous items in laundry bags or hampers.
Cellular phone calls and texting
By agreeing to the terms of this Agreement, you authorize Duffloo to contact you via text messages and phone calls to the cell phone number associated with your account. User may be contacted by Duffloo for pickup or delivery estimations, pickup or delivery confirmations, pickup or delivery problems, and marketing purposes.
Variation among Service Providers
Duffloo links customers ("Users") with independent service providers ("Washers") who clean customers' garments. Although Duffloo maintains a sizable network of washers to offer the wash and fold service, it cannot ensure that each washer will produce packing and folding that is of a same standard. The User cannot choose which Washer they want their order delivered to. Also, the User is aware that there can be differences in folding quality and style across orders.
Personal Property
Duffloo reserves the right to inspect and record the contents of any User's laundry bags or hampers for the purpose of ensuring the safety of Duffloo employees, Washers, and other independent contractors, for quality control purposes, or for any other reason. Duffloo is not required to inform Users of these inspections.
TERMINATION AND SUSPENSION
If Duffloo is investigating or believes that you have violated any provision of this Agreement (a "User Breach"), Duffloo may cancel or limit your access to use the Duffloo Platform by giving you with written or email notification. This termination or restriction will take effect immediately upon notification to the User. User shall be barred from creating a new Account under their name, a fictitious name, or in the name of any third party upon termination of User Account. The termination of a User Account has no bearing on the validity of this Agreement.
DISCLAIMER OF LIABILITY
The material displayed on the Duffloo Platform is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law Duffloo and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of the Duffloo Platform or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise.
LINKING TO THE DUFFLOO PLATFORM
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website or application that is not owned by you. The Duffloo Platform must not be framed on any other site, nor may you create a link to any part of the Duffloo Platform other than the home page. We reserve the right to withdraw linking permission without notice. Disclaimer as to ownership of trademarks, images of personalities, and third-party copyright Except where expressly stated to the contrary all persons (including their names and images), third-party trademarks and content, services and/or locations featured on the Duffloo Platform are in no way associated, linked, or affiliated with Duffloo and you should not rely on the existence of such a connection or affiliation. Any trademarks/names featured on the Duffloo Platform are owned by the respective trademark owners. Where a trademark or brand name is referred to it is used solely to describe or identify the products and services and is in no way an assertion that such products or services are endorsed by or connected to Duffloo.
INDEMNITY
You agree to indemnify, defend and hold harmless Duffloo, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use of the Duffloo Platform or your breach of the Terms of Service.
FORCE MAJEURE
Duffloo cannot be held liable for delayed or cancelled service caused by circumstances beyond our control, including but not limited to fires, floods, landslides, storms, earthquakes, disease, civil unrest, cybersecurity concerns, computer bugs, telecommunication disruptions, government action, or an act of God. If this occurs, Duffloo will seek to restart service as soon as it is safe to do so.
VARIATIONS
Duffloo shall have the right in its absolute discretion at any time and without notice to amend, remove, or vary the Services and/or any page or application screen of the Duffloo Platform.
INVALIDITY
If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.
COMPLAINTS
We operate a complaint handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments. 1-833-DUFFLOO support@duffloo.com
WAIVER
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms of use.
GOVERNING LAW / JURISDICTION
These terms and conditions and the transactions contemplated hereby shall be governed by, and construed and interpreted in accordance with, the laws of the Province of Ontario and the laws of Canada applicable therein.
DISPUTE RESOLUTION
Please read this section carefully as it requires that all disputes between you and Duffloo be resolved on an individual basis through final and binding arbitration instead of litigation. If a disagreement develops between the Parties about the application, interpretation, implementation, or validity of this agreement, the Parties agree to submit the dispute to expedited arbitration under the rules of the Canadian Arbitration Association. The parties agree that the Expedited Arbitration Rules of the Canadian Arbitration Association afford them a fair chance to present their case and react to the opposing side's argument. The arbitration will take place in City of Toronto, Ontario and will be conducted in line with the Arbitration Act. Any court possessing jurisdiction may enter a judgment based on the arbitrator's award.
NOTIFY PROCEDURE
A party that wishes to seek arbitration must first give a written notice of the Dispute within 14 days to the other party by certified mail or Federal Express (signature needed) or, if no physical address is on file for you, by email ("Notice").
Notice can be sent to Duffloo Inc. at 58 Red Fox Place, Toronto, Ontario M1B 0B1. CANADA
Attn: General Counsel
(1) a description of the nature and grounds of the claim or dispute; and (2) a statement of the precise relief sought ("Demand") are required.
ENTIRE AGREEMENT
The above Terms of Service constitute the entire agreement of the parties and supersedes any and all preceding and contemporaneous agreements between you and Duffloo. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of Duffloo.
CONTACT US
If you have questions or comments about this Terms and Conditions, please contact us at:
Duffloo Inc.
58 Red Fox Place,
Toronto, Ontario M1B 0B1
1-833-DUFFLOO