Terms of Service

Customer Terms · Province of Ontario, Canada · Duffloo Inc.

Last updated: September 2026

Important — your consumer rights. These Terms include an arbitration section (Section 19). If you are a consumer in Ontario, nothing in these Terms takes away your rights under the Consumer Protection Act, 2002, including your right to bring or join a court action or class proceeding and your right to services of reasonably acceptable quality. Those rights cannot be waived.

These Terms of Service (the "Terms") govern your access to and use of the Duffloo website, mobile applications, and related services (the "Duffloo Platform" or "Services") operated by Duffloo Inc. ("Duffloo", "we", "us"). By using the Services you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Services.

1. Who We Are; The Service

Duffloo operates a technology marketplace that connects customers ("Users") who want wash-and-fold laundry services with independent service providers ("Washers" or "Washer Heroes") who perform them, together with pickup and delivery. Washers are independent contractors, not employees or agents of Duffloo. Duffloo is not a party to the service contract formed between you and your Washer Hero for the laundering of your order; Duffloo provides the platform and collects payment on the Washer's behalf as their limited payment collection and billing agent. Your use of the Services does not make Duffloo a laundry, logistics, or transportation provider; we facilitate the marketplace and related technology, payments, and support. Washers provide standard professional wash, dry, and fold; custom or special folding requests are not guaranteed.

2. Eligibility and Accounts

• You must be at least 18 and able to form a binding contract.
• You must provide accurate account and payment information and keep it current; you may hold only one account and may not share or transfer it.
• You are responsible for activity under your account and for keeping your credentials secure; notify us promptly of any unauthorized use.

3. Pricing, Taxes, and Fees

Base price: wash, dry, and fold is $1.25/lb with a $25 minimum order (up to ~20 lbs / 2 loads). Current pricing is shown in the app and at duffloo.com.

Platform service fee: a platform service fee of $3.99 per order applies. It is shown up front, before you confirm your order (not added later), and helps cover pickup/delivery coordination, support, and platform operations.

Trust & Safety fee: a Trust & Safety fee of $1.49 per order applies. It is shown up front, before you confirm your order (not added later). It helps fund Duffloo's safety and trust programs across the platform, including verification and vetting of the people who serve you, safety standards and training, safety research and improvements, and the Safeguard claims process and the support staff behind it. Duffloo may also use it to assist Washer Heroes with safety-related costs. The fee is not a charge for any single itemized service, and how it is allocated among these programs is at Duffloo's discretion.

Extras & special handling: optional extras are shown and itemized before you confirm your order, and final charges appear on your receipt. Current extras: Separate-Cycle Items (see below); kids' clothing handling +$0.29/lb; same-day service (extra charge, see below).

Separate-Cycle Items: a Separate-Cycle Item is an item that must be washed or dried on its own cycle because of its bulk, thickness or drying time. Separate-Cycle Items are reviewed and classified by Duffloo from a photo or video before the charge is confirmed, and may be declined. There are two tiers:

• Standard — $10.99 per item: items that need their own cycle in a regular machine. Examples: regular pillows, pillow-size plush toys, pet mats, thin duvets with plastic backing, party tablecloths longer than queen size.
• Oversized — $14.99 per item: items too large for a regular machine, or that need extended or repeat drying. Examples: extra-thick duvets, large blankets, comforters, thick or large mats, washable rugs, sleeping bags, parkas and similar heavy winter coats, pet beds.

These everyday items are NOT Separate-Cycle Items and carry no per-item charge: regular jackets and coats, ordinary bed sheets and covers, pillow covers, and standard curtains and drapes — they are simply washed by weight with the rest of your order.

Distance / remote-area surcharge: orders located far from an available Washer or outside our core service zones may carry a distance surcharge to cover the additional pickup and delivery effort. Any surcharge is shown to you up front, before you confirm your order; if you prefer not to pay it, you do not have to place the order.

Condition-based charges: some charges depend on the condition of the laundry and are assessed after inspection, with the reason itemized on your receipt: excessive pet hair +$0.29/lb (this fee covers cleaning the washer and dryer to prepare them for the next order — not lint removal from your garments — and is applied whenever excessive pet hair is present, whether or not you selected it as an add-on); wet laundry $0.60 per pound (dry weight), charged on the share of your order you tell us is wet — see "Wet or damp laundry" below; and a sanitization & deep-clean fee of $22 where an order contains biohazard contamination (e.g., an open diaper, feces, urine, or vomit) requiring the Washer to sanitize their equipment. By placing an order you agree these charges may apply if the relevant conditions are present.

Item damage & equipment cleanup fee: if something left in your laundry — for example lipstick or other cosmetics, a pen, a marker, a crayon, a lighter, a battery, or gum — damages garments or means the Washer's machine has to be cleaned out or repaired before it can be used again, an item damage & equipment cleanup fee of up to $100 may be charged. The amount reflects the cleanup or repair actually required, and is charged only where the item and the damage it caused have been identified and recorded. We will tell you the amount and the reason before it is charged, and it is itemized on your receipt. This is separate from, and additional to, your responsibility under Section 5 for damage caused by items left in your laundry; it is not covered by the Clothes Safeguard Plan. Nothing in this paragraph limits your non-waivable rights under the Consumer Protection Act, 2002, and we will not charge this fee where the damage was not caused by an item left in your laundry.

Wet or damp laundry: when you place an order you tell us how much of it is wet or damp — either as a number of bags ("2 of my 4 bags") or as a percentage ("50%"). We charge $0.60 per pound on that share of your order's dry weight at delivery, and nothing on the rest. Bags are only a way of describing the share: you are charged by weight, not by bag, so the size of your bags does not change the charge. Your receipt shows the share you declared, the pounds it came to, and the rate, so you can check the arithmetic. Your Washer sees the laundry at pickup and may correct the share if it is clearly wrong; any correction is recorded, and the corrected share is shown on your receipt.

Missed / failed pickup or delivery: if you choose attended pickup or delivery and are not available within ten (10) minutes of the Washer's arrival during the agreed window, a $12.99 missed-trip fee applies. Choosing contactless service (leaving laundry at your door) avoids this fee.

Storage / holding fee: if your order cannot be completed on time because of you — for example, your payment fails or stays unpaid, or you are unavailable and provide no alternative drop-off — a storage fee of $10 per day applies, starting after two (2) days past the expected delivery date, until the order is delivered or collected and any outstanding amount is paid.

Same-day service: the "12-Hour Wash and Fold" option carries an extra charge, is not available in all service areas, and where available must be placed between 8:00 a.m. and 11:00 a.m. for delivery between 6:00 p.m. and 8:30 p.m. the same day.

Taxes: applicable taxes are added as required by law. Ontario HST at 13% applies to the full price of every taxable item on your order — the laundry service, add-ons and extras, surcharges, condition-based charges, the Platform Service Fee, and the Trust & Safety Fee. Because your total is determined when your laundry is weighed, HST is calculated on the final total after weigh-in and is itemized on your receipt. Tips are not subject to HST.

Tips: 100% of any tip you add goes to your Washer Hero. Duffloo deducts nothing from tips, and tips are never used to offset any other amount owed to Duffloo, your Washer, or anyone else.

Who supplies what, and who collects: your order involves two suppliers. Your Washer supplies the laundering service itself. Duffloo supplies the platform, the coordination of pickup and delivery, support, and the Clothes Safeguard Plan — the Platform Service Fee and the Trust & Safety fee are charges for Duffloo's own services. You pay once, to Duffloo: Duffloo collects the amount owed to your Washer on their behalf, as their limited payment collection and billing agent, and remits it to them. Collecting on their behalf does not make Duffloo the supplier of the laundering service, and does not make your Washer an employee or agent of Duffloo.

What this means on your receipt: where your Washer is registered for GST/HST, your receipt shows both registration numbers, and each is shown against the tax that registrant collected — never the other's. Every Washer Hero on the platform is registered for GST/HST — Duffloo requires it before a Washer can accept orders, so that the price you pay is the same whichever Washer is assigned to you. Your receipt therefore shows both registration numbers, and the tax collected by each. Either way the receipt is a tax invoice you can use to support an input tax credit claim if you are entitled to one, and it itemises every charge with the basis it was calculated on.

No hidden fees: all charges that apply to your order are disclosed before you confirm it. Prices may change prospectively; the price shown at the time you place an order applies to that order.

If we discover a pricing error in an order you placed, we will tell you and let you reconfirm at the correct price or cancel; if you have already paid and cancel, you receive a full refund to your original payment method.

4. Orders, Pickup, and Delivery

Placing orders: you confirm your details are accurate and that you are authorized to use the payment method. You receive an order acknowledgement by email or in-app.

Turnaround: we aim for next-day delivery for orders up to 20 lb picked up by 4 p.m. A day or more may be needed (and next-day does not apply) where the order is over 20 lb (much larger orders may take several days), the laundry is wet, it contains Separate-Cycle Items needing longer machine time, it contains baby or children's clothing, you are in a distant area, or you select a low-heat or hang-dry option. Timelines may also vary due to traffic, weather, or other factors beyond our control.

Delivery window: pickups have several time slots; deliveries are made between 8:00 a.m. and 8:00 p.m., except same-day "12-Hour Wash and Fold" orders, which are delivered between 6:00 p.m. and 8:30 p.m. the same day. You may request a delivery time, but the Washer may deliver any time within the applicable window — meeting a specific requested time is a courtesy, not a guarantee. Neither Duffloo nor the Washer is responsible for delays caused by traffic, weather, access, or other conditions beyond their control.

Delivery confirmation: your Washer completes delivery by taking a photo in the app near your location; you then receive a delivery email and in-app notification.

Missed delivery: if a delivery cannot be completed because of you, the Washer may redeliver within the next few days when available (a holding fee may apply — see Section 3).

Being present / contactless service: you may be present for pickup and delivery, or choose contactless service by leaving laundry at your door. If you choose contactless service, you will be asked to accept a Liability Release in the app; you acknowledge that Duffloo and the Washer are not responsible for loss, theft, or damage to items left unattended at your door before pickup or after delivery, to the extent permitted by law and subject to your non-waivable rights under the Consumer Protection Act, 2002.

Transport: your Washer Hero personally picks up, processes, and delivers your order.

5. What You Can and Cannot Send

• Provide only washable items suitable for a standard wash-and-fold cycle. Do not include shoes, purses, backpacks, or other non-laundry items. Washable bulky items such as sleeping bags, comforters, and washable rugs can be sent as Separate-Cycle Items (see Section 3) — add them to your order so they are priced and handled correctly.
• Do not include items that cannot be machine washed or dried (e.g., dry-clean-only, delicate, leather, suede, or worn-out garments) unless a suitable special-handling option is selected.
• No dangerous or biohazard items: never include hazardous chemicals, weapons, sharps/needles, or items contaminated by biological or chemical hazards (e.g., blood, feces, urine, vomit, or vermin). We may refuse or dispose of such items and refuse service.
• Empty your pockets: you are responsible for inspecting and emptying all pockets before pickup, and for removing valuables and personal items. Items left in laundry — pens, markers, lip balm, cosmetics, lighters, coins, paper, electronics, and similar objects — can ruin a wash or dry cycle, and you are responsible for damage they cause to your own garments, to other garments washed in the same load, and to a Washer Hero's equipment. The contents of each bag are washed together; bag items separately and add instructions if they must be washed separately. We are not responsible for loss or damage to improperly included items. Where such an item damages garments or the Washer's equipment, an item damage & equipment cleanup fee of up to $100 may apply — see Section 3.
• Your own detergent or products: you may provide your own detergent, fabric softener, or other cleaning products at pickup. We will use them as directed for your order and return any remaining product to you with your delivery.

6. Quality, Refunds, and the Clothes Safeguard Plan

Not insurance. The Clothes Safeguard Plan is Duffloo's own service guarantee — Duffloo's promise to you about how an order handled through the platform is put right, delivered as discretionary service credits — it is not insurance, does not indemnify you, and does not guarantee payment. Service credits have no cash value and may be used only for Duffloo services. Gold and Diamond are paid service upgrades that include priority handling and a higher service-credit limit — they are a better service package, not an insurance policy.

Reporting a problem: if there is a problem with your order (e.g., wet garments, a foreign object, or a damaged or lost item), tell us within forty-eight (48) hours of delivery — in the app, or in writing to support@duffloo.com with your name and a description. You then have seven (7) days from that delivery to send us the supporting evidence (photographs, a proof of purchase, or anything else we ask for). Reports made after 48 hours may not be eligible; evidence sent after 7 days may not be considered, though we will not refuse a claim for late evidence where you have made reasonable efforts to provide it.

Service levels: every order includes our Standard service guarantee at no extra charge. You may upgrade at checkout to Gold ($0.45/lb) or Diamond ($0.65/lb) — paid service levels that include priority handling and a higher service-credit limit (shown in the app before you confirm). Service-credit limits: Standard — up to $30/item and $150/order; Gold — up to $45/item and $300/order; Diamond — up to $70/item and $450/order, calculated at 60% of an item's retail purchase price and issued at Duffloo's discretion. These service credits are in addition to, and not in substitution for, your rights under the Consumer Protection Act, 2002. Accepting a service credit does not settle, reduce, or waive any statutory right or remedy you have, and the limits above do not cap any such right.

Exclusions: the Plan does not cover ordinary shrinkage, holes or tears from normal laundering and wear, or colour bleeding, as these can occur in any standard laundering process. Credits are at Duffloo's discretion.

Statutory rights preserved: nothing in this Section limits any non-waivable right you have under the Consumer Protection Act, 2002, including the right to services of reasonably acceptable quality and any statutory refund remedies.

7. Cancellations

You may cancel an order up to one (1) hour before the scheduled pickup window at no charge by cancelling in the app or calling 1-833-DUFFLOO. Cancellations within the pickup window may incur a cancellation fee, which is disclosed before it applies. Once pickup has occurred, the order cannot be cancelled and the service will be provided.

8. Gift Cards

• Duffloo gift cards do not expire and no dormancy or maintenance fees are charged on the card balance, consistent with Ontario law.
• Any administrative or processing fee charged at the time of purchase is disclosed before payment and is charged in addition to the card's face value, which the recipient receives in full.
• Gift cards are redeemable for Duffloo services, are not redeemable for cash except where required by law, and cannot be used to buy other gift cards.

9. Promotional and Referral Codes

Codes must be used lawfully and as intended; may not be duplicated, sold, or publicly posted without permission; have no cash value; may expire; and may be modified or cancelled by Duffloo. We may withhold or revoke credits we reasonably believe were obtained by error, fraud, or in violation of these Terms.

10. Communications Consent (CASL)

By creating an account you consent to receive operational messages (order, account, and service updates) by email, SMS, push, and phone, including via automated systems. With your consent we may also send marketing messages, which you can stop at any time via the unsubscribe link or by replying STOP. Standard carrier charges may apply. This consent is handled in accordance with Canada's Anti-Spam Legislation.

Keeping notifications on. You are responsible for keeping notifications enabled on your phone or device and your contact details current, so you can receive in-app chat messages, delivery confirmations, and other order updates. You can also reach us, and your Washer can reach you, by calling 1-833-DUFFLOO. Duffloo is not responsible for missed updates caused by disabled notifications or out-of-date contact information.

11. Acceptable Use

You will not misuse the Services, including by committing or encouraging unlawful acts; transmitting malware; hacking, probing, or disrupting the Platform; corrupting data; harvesting data; sending spam; or infringing others' rights. We may suspend or terminate accounts that violate these Terms and report unlawful activity to authorities.

12. Intellectual Property; Content You Provide

All software and content on the Duffloo Platform (including text, images, logos, and trademarks) belong to Duffloo or its licensors and are protected by law. You may view and use the content for your personal, non-commercial use only, and may not reproduce, distribute, or commercially exploit it without our permission.

Content you provide. (new in 2026-12) You keep ownership of the content you submit through the Services — such as ratings, reviews and written feedback, photos you attach to a Safeguard claim or a support request, and your correspondence with support. You grant Duffloo a non-exclusive, royalty-free, worldwide licence to host, store, reproduce, and display that content solely to operate, provide, and improve the Services — for example, showing your rating and review of a Washer, assessing a claim from your photos, resolving your support request, and meeting our record-keeping obligations. This licence does not permit Duffloo to use your content in advertising or marketing without your separate express consent, and it ends when the content is deleted from our systems, except for copies we must retain to meet legal obligations or resolve an open claim or dispute. You are responsible for having the right to submit what you submit, and you must not submit content that infringes anyone else's rights.

13. Inspections and Safety

For the safety of Washers, staff, and the public, and for quality and legal-compliance purposes, Duffloo and Washers may inspect the contents of laundry bags. We will handle anything we observe in accordance with our Privacy Policy and applicable law, and will not record or retain images of your belongings except as reasonably necessary for safety, a claim, or legal compliance.

14. Service Variability

Washers are independent providers. While we set quality standards, folding style and presentation may vary between orders and Washers, and you cannot select a specific Washer.

15. Termination, Suspension, and Service Availability

You may stop using the Services and close your account at any time. We may suspend or terminate your access, with notice where practicable, if we reasonably believe you have breached these Terms or to protect users, the public, or Duffloo. Sections intended to survive (e.g., payment, IP, disclaimers, limitation of liability, dispute resolution) continue after termination.

Service availability. We may suspend, limit, interrupt, or discontinue the Platform or any Service, in whole or in part, at any time and for any reason — including maintenance, updates, holidays, capacity, or events beyond our control — with or without notice. We are not liable for any unavailability of the Platform. This does not affect orders you have already paid for that have not yet been performed, which we will complete or refund.

16. Disclaimers

Except as expressly stated and to the fullest extent permitted by law, the Services and Platform are provided "as is" and "as available" without warranties of any kind. We do not warrant that the Platform will be uninterrupted or error-free. Nothing in these Terms excludes or limits any warranty, condition, or right that cannot be excluded or limited under applicable law, including the Consumer Protection Act, 2002.

17. Limitation of Liability

To the fullest extent permitted by law, Duffloo and its affiliates are not liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, data, or goodwill, arising from your use of (or inability to use) the Services. Nothing in these Terms limits liability that cannot be limited by law, including under the Consumer Protection Act, 2002, or for personal injury caused by our negligence, fraud, or wilful misconduct.

18. Indemnity

You agree to indemnify and hold harmless Duffloo and its directors, officers, employees, and agents from third-party claims, liabilities, damages, and reasonable legal costs arising from your breach of these Terms or misuse of the Services, except to the extent caused by Duffloo's own negligence or wilful misconduct. This indemnity does not apply to ordinary consumer use of the Services in accordance with these Terms.

19. Dispute Resolution

Consumers. If you are a consumer, this Section does not require you to arbitrate and does not prevent you from bringing or joining a court action or class proceeding. Under the Ontario Consumer Protection Act, 2002, any agreement requiring you to arbitrate or waive a class proceeding is not binding on you. Arbitration applies to a consumer only if you agree to it after the dispute arises.

We encourage you to contact us first at support@duffloo.com so we can try to resolve any concern. For disputes that are not subject to the consumer protections above (for example, business-customer disputes), the parties agree to resolve the dispute by final and binding arbitration on an individual basis, administered under the Simplified Arbitration Rules of the ADR Institute of Canada, seated in Toronto, Ontario, under the Arbitration Act, 1991 (Ontario). Either party may still bring a claim in the Small Claims Court of Ontario, and either party may seek injunctive relief to protect intellectual property. To begin, a party must send written notice describing the dispute and the relief sought to Duffloo Inc., Attn: General Counsel, 58 Red Fox Place, Toronto, Ontario M1B 0B1.

20. General

Governing law: the laws of Ontario and the federal laws of Canada applicable there govern these Terms; the courts of Ontario have jurisdiction over matters not subject to arbitration.

Changes: we may update these Terms. For material changes — such as changes to pricing structure, fees, the Clothes Safeguard Plan, or dispute resolution — we will give you at least fourteen (14) days' notice before the change takes effect, by posting the updated Terms and by email or in-app notice. Non-material changes (such as typo corrections or clarifications that do not affect your rights) may take effect on posting. Continued use after the effective date means you accept the updated Terms; if you do not agree, stop using the Services and close your account before the effective date.

Force majeure: we are not liable for delays or failures caused by events beyond our reasonable control.

Severability & waiver: if any provision is unenforceable, the rest remain in effect; our failure to enforce a right is not a waiver.

Assignment & entire agreement: you may not assign these Terms; we may assign them to an affiliate or successor. These Terms and the Privacy Policy are the entire agreement between you and Duffloo regarding the Services.

Data & cross-border processing: we handle personal information under our Privacy Policy, which includes processing in the United States and other countries by our service providers (such as Stripe); see the Privacy Policy for the cross-border-transfer disclosure.

Accessibility (AODA): we are committed to accessibility and will provide information about our goods and services in an accessible format on request — contact support@duffloo.com.

21. Contact Us

Duffloo Inc., 58 Red Fox Place, Toronto, Ontario M1B 0B1, Canada.

support@duffloo.com | 1-833-DUFFLOO

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Prepared for counsel review, not legal advice.