Privacy Policy and Terms of Service

1. Items, condition, and care

Please tell us when an item has prior damage, unstable color, loose trim, unusual construction, an altered or missing care label, an important deadline, unusual value, or a matching piece or set. Remove cash, jewelry, electronics, and other personal property from pockets and bags. We will use reasonable care, but cleaning cannot guarantee removal of every stain or odor, restoration to a new condition, or prevention of changes caused by wear, age, fabric or dye instability, prior treatment, concealed damage, adhesives, coatings, or faulty construction. We may note or photograph existing wear or damage at intake or during processing. We are not responsible for that pre-existing condition, or its ordinary progression, unless our own work causes a separate, identifiable loss for which we are legally responsible.

Leather, suede, fur, bridal items, drapes, curtains, and area rugs require the applicable item-specific release unless Clothesline waives that requirement in its sole discretion. A waiver of the separate form does not waive any of our Service Terms, it only releases us of financial obligations for high risk items that are damaged or ruined. For another material risk identified during processing, we may pause and request separate approval, but we are not required to seek a separate approval for every care, treatment, or price modification. If required approval is declined or the customer cannot be reached, we may return the item without that work or fully complete the work with those additional charges which must be paid in full; the customer remains responsible for work all performed.

2. Estimates, added work, and timing

Our website and counter prices are examples, starting prices, or ranges unless expressly labeled as a guaranteed written quote. We determine the final charge from the actual item and work, including its item type, size, construction, brand, condition, cleaning method, stain treatment, finishing, handling, and applicable surcharges. The intake price or initial category may change after inspection. By leaving an item for services, the customer authorizes those ordinary classification, treatment, and care-related price adjustments without a separate communication or advance approval. It is not practical for us to contact each customer about every such adjustment. We may seek prior approval for an unusual change in our discretion, but doing so in one case does not create a requirement for other orders or items. The resulting bill is final once the work is completed, subject to correction of a factual billing error or a right that cannot legally be waived.

An expected completion or delivery date is an estimate unless ownership expressly confirms a firm deadline in writing. We do not automatically discount or refund a late order. Ownership may approve an exception on a case by case basis. This does not remove a remedy required by applicable law, including for a service not performed.

3. Payment, credits, and unpaid balances

Our standard payment policy is a full pre-authorization at intake for the order amount then shown. In our payment system, this means the card is charged and the funds are collected by Clothesline in advance as payment toward the orders; it is not merely a temporary hold on the card. The final price may change under Section 2. If it increases, we may make an additional charge for the difference. If it decreases, we will refund the difference or apply it as a customer-account credit. If the order is canceled, the unused advance payment is ordinarily refunded to the original card; in some cases it may instead remain as a customer-account credit for future work, subject to work already performed and applicable law. At our discretion, we may grant a case-by-case exception to the advance charge: keeping a card on file to charge when the order is completed and racked, accepting payment after completion but before pickup, or accepting payment at pickup. Payment must be made no later than pickup unless we agree otherwise in writing. We accept cards and cash. We accept a retail check only if we approve it for that transaction; checks may be accepted for commercial accounts under their agreed terms. An exception for one order does not change the policy for another.

Discounts, credits, and their stacking or exclusions follow the stated terms of the specific offer; an offer does not change the care or claim rules in these Service Terms unless it expressly says so. Only ownership may authorize a discretionary discount or refund outside an advertised offer. A discretionary credit greater than $20, and every damage-claim payment or settlement, requires ownership approval. Correcting an overpayment or returning an unused account credit is not a discretionary discount or claim settlement. Staff may receive and document a concern, but cannot admit liability, promise a discretionary refund or settlement, or bind Clothesline to a claim resolution without ownership approval in writing.

If we do not perform a prepaid service, we will return the unearned portion of that service charge, less work already performed, as required by law. A service concern is handled under Section 5 and does not automatically create a discount, refund, or credit.

For a past-due balance, we will send a statement and a reasonable opportunity to resolve an error or pay. We may pursue an unpaid balance in an Idaho small-claims court or another court with jurisdiction, as applicable. Any interest, collection charge, or attorney fee is owed if allowed by law. A disputed claim about our service does not, by itself, erase charges for other completed services; we will review the disputed amount separately.

4. Pickup, delivery, kiosk, and unclaimed orders

For route or kiosk service, the customer must provide accurate contact, access, pickup, and delivery instructions and identify any person authorized to receive the order. We document acceptance and delivery through available scans, photos, message, location, and other order records, but a missing scan or otherwise does not by itself decide custody. We will investigate a reported discrepancy using all available evidence. We will not assume a scan alone resolves a credible report of a missing item.

Please collect completed orders promptly. When a completed order remains unpaid or unclaimed 30 days after completion, we may begin documented reminders and, for unpaid work, the collection and lien-enforcement process using the phone number or email address the customer provided for the order. Customers are responsible for keeping that information current. We may retain an unpaid item to the extent an Idaho lien permits. We will not treat 30 days or an unanswered reminder as a transfer of ownership or permission to dispose of the item. If Idaho Code section 45-805 applies, an unpaid lien may be enforced by public auction after 60 days from the work or service, without first obtaining a court order, only after the required 10-day public notice and notice to the owner and any perfected security-interest holder by personal service or certified or registered mail. Our email, text, or phone reminders do not replace those statutory notices. Sale proceeds will be distributed as Idaho law requires, including return of any remainder to the owner. For paid but unclaimed items, we will continue to seek pickup and follow applicable law; an unpaid-service lien does not apply simply because pickup is delayed.

5. Problems with an order and claim review

Please inspect your order promptly. A difference in the number of articles must be reported, with your ticket or order information, within 48 hours after pickup or confirmed delivery. Damage, loss, or another item-condition claim must be reported within five calendar days after pickup or confirmed delivery, unless an applicable item-specific release or order term states a shorter period. To the extent permitted by law, a claim not reported within the applicable period is waived and Clothesline is not responsible for it. Reports may be made to a store or by email to info@clotheslinecleaners.com; provide the order number, item, concern, and available photos. A team member may document the report, but only ownership may direct the claim process or approve its resolution.

Keep the item, its tags and packaging, and make the item reasonably available for inspection; do not discard, repair, or alter it before giving us a reasonable opportunity to review it, except where immediate action is needed to prevent further harm. We may request purchase or age information, comparable listings, and relevant care history. Our process is to examine whether the item can first be restored or repaired. If it cannot, or if restoration fails, ownership may submit the matter to an available insurer. Insurance review does not guarantee coverage or payment. For an item that cannot be restored, we then determine responsibility and, when appropriate, value under Section 6. Insurance carriers may determine these amounts and clients agree to accept those valuations or the companies valuations. No employee other than ownership may authorize a reimbursement, damage settlement, or release of liability or return of a damaged item or one involved in a claim or dispute.

6. Value and limit for lost or damaged items

When Clothesline is legally responsible for an item that cannot reasonably be restored, the starting point is the item's actual depreciated cash value immediately before the event, considering age, condition, original cost if known, comparable used or replacement items, and other reliable evidence. We may consult the Dry Cleaning and Laundry Institute's Fair Claims Guide as one valuation reference; it is not an automatic price list or a substitute for the item's actual facts. We do not automatically owe the price of a new replacement for a new or used item. We are not responsible for documented pre-existing damage or condition except to the extent our work caused a separate, identifiable loss.

Except where law does not permit this limitation, our payment for direct loss or damage to any one article will not exceed the lowest of (a) the established depreciated cash actual value or direct loss value less repairs/restoration and retention of said item for company liquidation or disposal via selling channels, (b) ten times the article's processing charge shown on the order before tax subject to the item c per article cap, or (c) $500 per article. A refund of the charge for a service we did not perform or did not satisfactorily perform is addressed separately under Sections 3 and 5. The limit does not excuse us from investigating a claim or providing a remedy that applicable law requires.

If an item is unusually valuable, one of a kind, or part of a matched set, the customer must tell us before we accept it in writing or logged into our point of sale system. We may decline it or agree in a separately signed writing to a different value limit, service method, or price. No employee's oral or written estimate of an item's value changes this section.

7. Resolving a dispute

Before filing a claim against Clothesline, the customer must send ownership written notice describing the order, facts, and requested remedy and allow up to 30 business days for a response. Notice must be sent to owner@clotheslinecleaners.com. Mediation is optional and occurs only if both parties agree; it is not required before arbitration.

Arbitration of customer claims. Except for a qualifying claim a customer elects to bring in small-claims court, or where applicable law forbids arbitration, a claim by a customer arising from an order, item, service, price, payment, or these terms that remains unresolved after the notice period will be resolved by binding individual arbitration, rather than a court trial, administered by the American Arbitration Association under its Consumer Arbitration Rules. One neutral arbitrator will hear the matter. Unless the parties agree otherwise or the rules require another arrangement, the proceeding will be based in Ada County, Idaho, with remote participation available under the applicable rules. The arbitrator may award a remedy available under applicable law and will apply these terms to the extent enforceable. Administrative and arbitrator fees will be allocated under the applicable consumer rules; Clothesline will pay any business share those rules require. A court with jurisdiction may enter judgment on an arbitration award. No claim may be brought as a class or representative arbitration to the extent such a waiver is enforceable.

Clothesline's court election. Clothesline may, in its sole discretion and to the extent permitted by law, bring a claim it initiates for an unpaid balance, chargeback or other payment dispute, fraud, recovery of property, or immediate court relief in arbitration or in a court with jurisdiction. A court may also decide whether an arbitration agreement exists or can be enforced but the company is permitted to use courts to expedite valid collections as described in this section without approval or consent or the client as it is considered granted upon an order being created by our team for an item.. This paragraph does not prevent a customer from raising a defense or counterclaim in a court action to the extent the court permits it. If the arbitration provision cannot be enforced for a particular claim, that claim may proceed in a court with jurisdiction; the rest of these terms remain in effect to the extent permitted by law.

7A. Legal costs during active claim resolution

We prefer to resolve an item-damage or loss claim through restoration or repair, insurance review, or direct compensation when appropriate. A claim is in active resolution only while Clothesline has acknowledged it in writing, identified the step it is taking, is actually pursuing that step, and provides a written status update at least every 30 calendar days.

If a customer chooses to hire counsel or begin a lawsuit, arbitration, collection effort, or other formal process during that active period, the customer is responsible for their own attorney fees, court and arbitration filing fees, service-of-process fees, collection expenses, and related costs. Clothesline will not voluntarily reimburse those expenses as part of a claim resolution or include them in an item's valuation. This allocation ends when Clothesline denies the claim, stops pursuing the remedy, fails to provide the required update, or communicates its final restoration, insurance, or direct-payment decision. When no active resolution is underway, ordinary legal rules govern fees and costs.

Nothing in this section prevents a customer from filing to preserve a legal deadline or seek urgent relief, or limits any award of fees or costs available under applicable law, a court order, or the applicable arbitration rules. Clothesline will pay any arbitration fees assigned to the business under those rules.

8. Service-specific conditions

Dry cleaning and laundered shirts. We select a professional care method appropriate to the item and available information. A requested process, including but not limited to starch or hand pressing, must appear on the order record to be part of the agreed service. A care label or customer preference cannot guarantee a particular outcome if the item is unstable or previously damaged.

Wash and fold. Unless we separately inventory each article in writing, this service is accepted by bag and weight, not by a verified piece-by-piece list. Please do not include dry-clean-only, fragile, high-value, or non-clothing property. We will record the accepted bag count and weight, and investigate a missing-bag claim using that record. A special item is not accepted under different terms merely because it was placed in a wash-and-fold bag.

Bags, boxes, packaging, and personal property. Please remove all personal property from pockets, bags, and the item itself before handoff. A bag used to transport an order is not a piece-by-piece inventory, proof of contents, or a promise that each article listed by the customer was received. Garment bags, preservation boxes, muslin, reusable bags, and other packaging are included only when identified on the order; otherwise they may be sold or charged separately. A garment bag is not a preservation service or preservation box. Customer-provided bags may be returned in ordinary used condition; tell us before intake if a bag itself requires special handling or has unusual value.

Bedding, pillows, and flatwork. Large pieces, filling, foam, backing, trim, and prior wear can affect cleaning and drying. Please identify matched sets and any piece that cannot be safely washed or dried by an ordinary method. We may request a separate risk acknowledgment before working on a fragile or unstable item.

Drapes and curtains. Charges and counts apply to each curtain or drape identified on the order, not automatically to each pleat. Sun exposure, linings, coatings, hems, hardware, and prior deterioration can affect the result. We will record the accepted pieces and known condition; removal, reinstallation, and special handling are included only if stated in the order. The drape/curtain release is required unless we waive it in our sole discretion.

Area rugs. The order should identify the rug, approximate dimensions, requested work, and material condition. Color migration, fringe wear, backing or adhesive failure, pet-related staining or odor, and prior repairs may require special handling or may not be fully correctable. The rug release is required unless we waive it in our sole discretion.

Leather, suede, and fur. The accepted order will state the service, estimated turnaround, and payment method. Finish, color, texture, and wear may change during appropriate specialty care. The leather/suede/fur release is required unless we waive it at our sole discretion. An estimated return date is not a guarantee unless ownership confirms it in writing.

Bridal, formal, and preservation. The work order should distinguish cleaning, pressing, repairs, preservation, a preservation box, and a garment bag. Delicate lace, beads, sequins, adhesives, prior alterations, and aged stains require particular care. We may document material pre-existing condition. The bridal release is required unless we waive it in our sole discretion. A garment bag is not a preservation box. Any agreed higher value limit must be in the separate signed writing described in Section 6.

Alterations. The work order identifies the requested changes, measurements, and fitting instructions. Charges may be adjusted after inspection for construction, lining, fabric, complexity, additional work, or the actual alteration required, under Section 2; an intake amount is not a guaranteed final price unless ownership labels it a fixed quote in writing. Fit is assessed against the agreed instructions; one fitting or alteration does not guarantee a particular fit if the customer changes garments, measurements, or preferences after approval.

Insurance and restoration work. The customer or authorized representative must authorize the project and identify the items submitted. Insurer involvement does not itself guarantee coverage or payment. Unless we separately agree in writing to look solely to an insurer, the customer remains responsible for authorized work not paid by the insurer. Pricing may change with the actual item count, condition, treatments, and work under Section 2. A separate signed restoration agreement may specify different custody, payment, or claim terms.

Wholesale and commercial work. Retail Service Terms do not replace a separately signed wholesale or commercial agreement. That agreement controls its own pricing, custody, turnaround, payment, and liability terms.

9. Contact and changes

Questions or claims may be sent to info@clotheslinecleaners.com or raised at a Clothesline store. By placing an order for our services, each customer agrees to the Cleaning Service Terms, subject to any right that cannot lawfully be waived. These terms are available at clotheslinecleaners.com/terms/cleaning/ and are referenced on our receipts. We may change these terms at any time by posting the updated terms on that website without obtaining each customer's separate consent or sending individual notice. The current published terms are available there. If one provision cannot be enforced, the remaining provisions continue to the extent permitted by law. Nothing here limits a right that cannot lawfully be limited.