TLC Policies | The Linen Concierge

TERMS & CONDITIONS
Last Updated: November 2025

Business Address: PO Box 363, New Albany, Ohio 43054
Phone: 614-289-8686

Welcome to The Linen Concierge. By accessing our website, booking service, ordering products, or interacting with our company, you agree to the following Terms & Conditions.

1. Service Overview
The Linen Concierge provides linen pickup, wash & fold, and delivery services to clients in designated service areas within Central Ohio. We also offer retail laundry products, including unscented powdered detergent and optional scent blends.

2. Eligibility
Clients must:

Be located within our established service zones
Provide safe access for pickup & delivery
Supply linens that are safe to handle and launder

We reserve the right to decline service for safety, contamination, or excessive damage reasons.

3. Pickup & Delivery Schedule
Our standard weekly schedule is:

Pickup: Tuesdays & Wednesdays
Delivery: Thursdays & Fridays

Route assignments are based on service area:

Tuesday Route: Downtown Columbus + surrounding neighborhoods
Wednesday Route: New Albany, Gahanna + nearby areas

If a client misses their scheduled pickup, the service may be moved to the following week or assessed a missed-pickup fee.

4. Turnaround Time
Standard turnaround time is 24–48 hours. Delays may occur during holidays, severe weather, or unusual volume spikes. You will be notified of any changes.

5. Laundry Handling & Limitations
We take great care with your linens, but The Linen Concierge is not responsible for:

Pre-existing damage
Items left inside linens (pens, makeup, needles, jewelry, cash)
Color bleeding due to manufacturer defects
Shrinkage, weak fabrics, or wear related to fabric age or quality

Clients agree to inspect bags before pickup.

6. Pricing
Pricing is published on our website and may be updated with notice. Rates are based on bag size, load volume, or subscription plan.
Taxes may apply.

7. Payment Terms
Payment is due at time of service or via subscription. Invoices unpaid after 7 days may result in paused service.

8. Cancellations & Account Changes
You may update or pause your service by contacting us at least 24 hours before your scheduled pickup.

9. Retail Product Use & Safety
Our detergent and scent blends are for external laundry use only. Keep away from children and pets. We provide ingredient lists and SDS upon request.

10. Intellectual Property
All logos, branding, and content are property of The Linen Concierge.

11. Liability
Our liability is limited to the cost of service for the affected bag or item. We do not cover replacement cost of luxury or specialty items unless agreed upon in writing.

12. Changes to Terms
These Terms may be updated at any time. Continued use of our services constitutes acceptance.

PRIVACY POLICY
Last Updated: November 2025

The Linen Concierge (“we,” “our,” or “us”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your information.

1. Information We Collect
We may collect:

Name, phone number, email
Address & suite numbers for pickup
Payment information (processed securely through third-party providers)
Form submissions from our website
Usage data (via Google Analytics or similar tools)

2. How We Use Your Information
We use your information to:

Provide laundry pickup, wash & fold, and delivery service
Communicate updates, route reminders, and promotions
Process payments
Improve our website and operations

3. Sharing of Information
We do not sell your information.
We may share data only with:

Payment processors
Scheduling or routing software
Legal authorities (if required)

4. Data Security
We use industry-standard security to protect your data. However, no transmission is 100% secure.

5. Cookies
Our website may use cookies to personalize content and improve browsing.

6. Your Choices
You may request to update or delete your information at any time by emailing us.

7. Children’s Privacy
We do not knowingly collect data from children under 13.

8. Contact
Questions? Email us at hello@thelinenconcierge.life or call 614-289-8686.

REFUND POLICY
Last Updated: November 2025

1. Laundry Service Refunds
Due to the nature of our service, we do not offer refunds for completed wash & fold services.
If you believe your order was mishandled, please contact us within 48 hours and we will:

Rewash at no cost, or
Offer credit toward your next service if applicable

2. Retail Products
We accept returns on unopened laundry detergent and scent blends within 14 days of delivery.
Opened products are non-refundable unless:

The product arrived damaged
You received the wrong item

3. Missing or Damaged Items
Report missing or damaged items within 48 hours and we will review on a case-by-case basis.

CANCELLATION & NO-SHOW POLICY
Last updated: November 2025

To keep routes efficient and fair for all clients, we use the following cancellation and no-show policy.

1. Regular Cancellations

You may cancel or reschedule a pickup up to 24 hours before your scheduled window with no penalty.
Cancellations less than 24 hours before the pickup window may be subject to a late cancellation fee of $25.

2. No-Shows
A “no-show” occurs when:

We arrive for pickup and there is no bag ready,
We are unable to access the pickup location due to gate codes, locks, or other issues, and
We are unable to contact you to resolve it within a reasonable time.

For a no-show:

You may be charged a no-show fee of $55 to cover time and route costs.
Repeated no-shows may result in suspension of service.

3. Our Cancellations
If we must cancel or reschedule due to weather, vehicle issues, or other operational reasons:

We will notify you as soon as possible and reschedule at no cost.
No cancellation or no-show fees will be charged in these cases and a good faith credit may be issued.

DAMAGE & LOSS POLICY
Last updated: November 2025

We take great care with your linens and towels, but occasional damage or loss can occur. This policy explains how we handle those situations.

1. Normal Wear & Tear
We are not responsible for:

Normal wear, fading, or shrinkage
Minor tears, fraying, or pilling
Damage to items that were already weak, worn, or improperly labeled by the manufacturer

2. Items Not Suited for Machine Laundry
We are not responsible for damage to items that:

Are labeled “dry clean only” or not suitable for machine washing/drying, but were included in your bag
Contain delicate trims, beads, or special finishes that may not withstand commercial laundering

3. Reporting a Loss or Damage
If you believe an item has been lost or damaged:

Notify us within 24–48 hours of delivery
Provide a description of the item, approximate purchase date, estimated value, and photos where possible

We may also request receipts or additional information for higher-value items.

4. Investigation
We will:

Review our records of your order
Check our facility/bags for missing items
Work with you to determine reasonable resolution

5. Compensation Limits
To keep our Services affordable and consistent, our maximum liability for any lost or damaged item is limited to the lesser of:

The actual value of the item (factoring in age and condition), and
$5 per pound of laundry in the order, or $100 per order total.

We do not reimburse for sentimental value, rare or designer items unless specifically agreed upon in writing.

6. Remedies
If we determine we are responsible for loss or damage, we may, at our discretion:

Credit your account for a portion of the order
Reimburse the item’s value up to the limits above
Provide a discount or credit on future services

PAYMENT & BILLING POLICY
Last updated: November 2025

1. Accepted Payment Methods
We may accept:

Credit/debit cards
Certain digital wallets
Other payment methods listed on the Site

Payment is processed through third-party payment processors. We do not store full card numbers on our own servers.

2. Payment Timing

For one-time services, payment is typically charged at time of pickup or delivery.
For recurring weekly Services, payment may be processed automatically on a set schedule.

3. Late or Failed Payments
If a payment fails:

We may temporarily suspend Services until payment is updated.
We may contact you to update your payment method.

4. Invoices & Receipts
We can provide receipts via email or through your account (if applicable)

COOKIE POLICY
Last updated: November 2025

We use cookies and similar technologies on [Website URL] to improve your experience.

1. What Are Cookies?
Cookies are small text files stored on your device when you visit a website. They help remember your preferences and allow us to understand how our Site is used.

2. Types of Cookies We Use

Essential cookies – required for basic site functions
Performance/analytics cookies – help us understand how visitors use the Site
Preference cookies – remember your settings or options

3. Managing Cookies
You can adjust cookie settings in your browser. Disabling cookies may affect some features of the Site.

SMS & EMAIL COMMUNICATIONS

By providing your email or phone number, you consent to receive:

Service-related messages (reminders, schedule changes, receipts)
Occasional promotional messages about new services or offers

You can opt out of promotional emails by clicking “unsubscribe” and opt out of promotional SMS by replying “STOP”. Service-critical messages (e.g., route cancellations) may still be sent as needed.

PRIVACY POLICY Last Updated: November 2025 The Linen Concierge (“we,” “our,” or “us”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your information. 1. Information We Collect We may collect:

Name, phone number, email

Address & suite numbers for pickup

Payment information (processed securely through third-party providers)

Form submissions from our website

Usage data (via Google Analytics or similar tools)

2. How We Use Your Information We use your information to:

Provide laundry pickup, wash & fold, and delivery service

Communicate updates, route reminders, and promotions

Process payments

Improve our website and operations

3. Sharing of Information We do not sell your information. We may share data only with:

Payment processors

Scheduling or routing software

Legal authorities (if required)

REFUND POLICY Last Updated: November 2025 1. Laundry Service Refunds Due to the nature of our service, we do not offer refunds for completed wash & fold services. If you believe your order was mishandled, please contact us within 48 hours and we will:

Rewash at no cost, or

Offer credit toward your next service if applicable

2. Retail Products We accept returns on unopened laundry detergent and scent blends within 14 days of delivery. Opened products are non-refundable unless:

The product arrived damaged

You received the wrong item

3. Missing or Damaged Items Report missing or damaged items within 48 hours and we will review on a case-by-case basis.

CANCELLATION & NO-SHOW POLICY Last updated: November 2025 To keep routes efficient and fair for all clients, we use the following cancellation and no-show policy. 1. Regular Cancellations

You may cancel or reschedule a pickup up to 24 hours before your scheduled window with no penalty.

Cancellations less than 24 hours before the pickup window may be subject to a late cancellation fee of $25.

2. No-Shows A “no-show” occurs when:

We arrive for pickup and there is no bag ready,

We are unable to access the pickup location due to gate codes, locks, or other issues, and

We are unable to contact you to resolve it within a reasonable time.

For a no-show:

You may be charged a no-show fee of $55 to cover time and route costs.

Repeated no-shows may result in suspension of service.

3. Our Cancellations If we must cancel or reschedule due to weather, vehicle issues, or other operational reasons:

We will notify you as soon as possible and reschedule at no cost.

No cancellation or no-show fees will be charged in these cases and a good faith credit may be issued.

DAMAGE & LOSS POLICY Last updated: November 2025 We take great care with your linens and towels, but occasional damage or loss can occur. This policy explains how we handle those situations. 1. Normal Wear & Tear We are not responsible for:

Normal wear, fading, or shrinkage

Minor tears, fraying, or pilling

Damage to items that were already weak, worn, or improperly labeled by the manufacturer

2. Items Not Suited for Machine Laundry We are not responsible for damage to items that:

Are labeled “dry clean only” or not suitable for machine washing/drying, but were included in your bag

Contain delicate trims, beads, or special finishes that may not withstand commercial laundering

3. Reporting a Loss or Damage If you believe an item has been lost or damaged:

Notify us within 24–48 hours of delivery

Provide a description of the item, approximate purchase date, estimated value, and photos where possible

We may also request receipts or additional information for higher-value items. 4. Investigation We will:

Review our records of your order

Check our facility/bags for missing items

Work with you to determine reasonable resolution

5. Compensation Limits To keep our Services affordable and consistent, our maximum liability for any lost or damaged item is limited to the lesser of:

The actual value of the item (factoring in age and condition), and

$5 per pound of laundry in the order, or $100 per order total.

We do not reimburse for sentimental value, rare or designer items unless specifically agreed upon in writing. 6. Remedies If we determine we are responsible for loss or damage, we may, at our discretion:

Credit your account for a portion of the order

Reimburse the item’s value up to the limits above

Provide a discount or credit on future services

PAYMENT & BILLING POLICY Last updated: November 2025 1. Accepted Payment Methods We may accept:

Credit/debit cards

Certain digital wallets

Other payment methods listed on the Site

Payment is processed through third-party payment processors. We do not store full card numbers on our own servers. 2. Payment Timing

For one-time services, payment is typically charged at time of pickup or delivery.

For recurring weekly Services, payment may be processed automatically on a set schedule.

3. Late or Failed Payments If a payment fails:

We may temporarily suspend Services until payment is updated.

We may contact you to update your payment method.

4. Invoices & Receipts We can provide receipts via email or through your account (if applicable)

Essential cookies – required for basic site functions

Performance/analytics cookies – help us understand how visitors use the Site

Preference cookies – remember your settings or options

3. Managing Cookies You can adjust cookie settings in your browser. Disabling cookies may affect some features of the Site.

SMS & EMAIL COMMUNICATIONS By providing your email or phone number, you consent to receive:

Service-related messages (reminders, schedule changes, receipts)

Occasional promotional messages about new services or offers