Effective Date: March 2026 · Version 1.0
This Policy supplements and is governed by the Skipwash Terms & Conditions and Privacy Policy.
Table of Contents
This Care Guideline Policy (the “Policy”) provides Skipwash users with practical guidance on preparing garments for service, understanding accepted and prohibited items, caring for items before and after cleaning, and exercising their rights under the Skipwash platform. This Policy is designed to be read alongside, and is governed by, the Skipwash Terms & Conditions (the “T&Cs”) and the Skipwash Privacy Policy.
In the event of any conflict between this Policy and the T&Cs, the T&Cs shall prevail and govern the rights, interests, and obligations of Skipwash users. Defined terms used herein and not otherwise defined have the meanings given to them in the T&Cs.
Skipwash does not perform cleaning, pressing, dry-cleaning, or processing services itself. Skipwash does not perform the physical pickup or delivery logistics itself.
The following summarizes the roles of the parties involved in each Skipwash transaction:
| Party | Role |
|---|---|
| Skipwash | “Skipwash” is the coordination platform. Skipwash manages your account, coordinates pickups and deliveries, administers payments, maintains the chain-of-custody tracking system, handles all claims and disputes, and enforces quality standards. Skipwash does not clean, press, wash, dry-clean, or process any garments, and does not perform or provide any physical pickup, delivery, or related logistics services. |
| Vendors/Service Providers | “Vendors/Service Providers” are independent third-party cleaning businesses that perform the actual washing, dry-cleaning, pressing, and processing of your garments. Vendors/Service Providers operate under Skipwash’s quality standards but are independent businesses responsible for the cleaning outcome. |
| Delivery Partners/Providers | “Delivery Partners/Providers” are independent third-party logistics companies that pick up your bag from your building’s designated location, transport it to the vendor, and return your cleaned items. Delivery partners/providers are independent businesses responsible for safe transport. |
| Building Partner | “Building Partner” is your residential building that has an active partnership with Skipwash. The building provides the designated pickup and delivery location (for example: the front desk, concierge, or a Skipwash cart provided by Skipwash) and verifies resident eligibility. |
| You (the User) | “You” are a verified resident of a Building Partner with an active Skipwash account. You are responsible for preparing your garments, placing your bag at the designated location before the scheduled pickup, collecting your order after delivery, and submitting any claims through Skipwash. |
Proper preparation helps ensure the best results and protects your items during the cleaning process. The following provides guidance as to how to correctly prepare your garments for cleaning:
Before placing any item in your Skipwash bag, review the garment’s care label. Care labels indicate whether an item is suitable for machine washing, dry-cleaning only, hand-wash only, or requires other special treatment. Items marked “Dry Clean Only” must be submitted through Skipwash’s dry-cleaning service, not wash & fold. Submitting a dry-clean-only garment through wash & fold may result in damage for which Skipwash is not liable (see T&Cs Section 8.1).
Please ensure all pockets in clothing items are completely empty. Leaving items in pockets increases the likelihood your garments are subject to damage, degradation, or other alterations which Skipwash is not responsible for. For greater certainty, Skipwash and its vendors are not responsible for any items left in pockets, including keys, wallets, electronics, jewellery, coins, cash, or personal documents, and disclaim liability for any items that are lost, misplaced, damaged, or not returned. Also ensure to remove detachable belts, brooches, pins, fragile buttons, and decorative accessories before placing garments in the bag. Close all zippers, clasps, and hook-and-loop fasteners to prevent snagging or damage to other items in the bag.
If you are aware of specific stains, use the special instructions field in the App to describe the stain type and location. Vendors will use commercially reasonable efforts to treat stains, but stain removal cannot be guaranteed. Certain stains, particularly those that have set or are from permanent dyes, inks, bleach, or chemical exposure, may not be fully removable. Skipwash is not liable for stains that cannot be removed (see T&Cs Section 8.1).
Skipwash’s wash & fold service processes your entire bag as one load. If you have items that require special handling, such as delicates, heavily soiled items, or items with colour-bleeding risk, please indicate this in the App’s special instructions field. For items requiring individualized treatment, consider using Skipwash’s dry-cleaning service instead. If items are for dry-clean only, then you must use Skipwash’s dry-cleaning service.
You will receive one (1) reusable Skipwash bag with your subscription. Additional Skipwash bags can be provided to you for a fee. Upon the termination or cancellation of your subscription, you shall return all of the reusable Skipwash bags in your possession immediately.
Each Skipwash bag is designed to hold a maximum weight of 15 lbs (see T&Cs Section 3.3). If a bag exceeds 15 lbs, an overage charge may apply as displayed in the App. Do not overstuff your bag, as this may compromise cleaning quality and may cause your bag to be overweight. Use only Skipwash-provided bags for wash & fold service. Skipwash’s Vendor shall not accept items left at a pick-up location that are not in a Skipwash-provided bag. Bags remain Skipwash’s property (see T&Cs Section 3.4).
For dry-cleaning orders, ensure each item is clearly visible and accessible. Indicate any special instructions per item in the App. Dry-cleaning is offered as a one-time, itemized service only, with a minimum order of CAD $40.00 per order (see T&Cs Section 3.2). Garment bags or packaging may be required for dry-cleaning and are the customer’s responsibility.
The following categories of items are generally accepted for Skipwash services. All items must be suitable for professional cleaning.
Items accepted for wash & fold include:
Items accepted for dry-cleaning include:
Prohibited items must not be submitted through Skipwash under any circumstances (see T&Cs Section 4.1). Submitting prohibited items may result in account suspension or termination, and you are solely liable for any resulting damage, contamination, or injury (see T&Cs Sections 4.2 and 10). Such items include:
| Category | Examples & Details |
|---|---|
| Hazardous Materials | Flammable, toxic, caustic, or chemically treated items; items with strong chemical odours |
| Biohazardous Items | Items contaminated with bodily fluids (blood, vomit, urine, feces), medical waste, used bandages, or biohazard materials |
| Sharp Objects | Needles, pins (other than standard garment pins), blades, knives, broken zippers with exposed metal |
| Liquid-Containing Items | Items containing liquids that could leak and contaminate other orders |
| Illegal Items | Any item prohibited by Canadian federal or provincial law |
| Pest-Infested Items | Items infested with bed bugs, lice, fleas, moths, or any other pests. Pest contamination poses a cross-contamination risk to other orders and vendor facilities. |
| Items Posing Safety Risks | Any item that could damage vendor equipment, contaminate other orders, or pose a safety risk to service partners |
If you are unsure about whether an item is accepted, contact support@skipwash.com before your next scheduled pickup.
Professional cleaning carries inherent risks. Certain fabrics, dyes, embellishments, and constructions may not withstand standard cleaning processes regardless of the care taken (see T&Cs Section 8.1).
Prominent inherent risks of professional cleaning include:
Skipwash’s standard liability shall not exceed CAD $50.00 per item and CAD $250.00 per order and applies to all items, regardless of actual value (see T&Cs Section 8). Claims for items and/or orders that are deemed to be valid as per Skipwash’s internal investigation process (see Section 8 herein) are limited to: i) four (4) valid claims per calendar year if the claim relates to a clothing item; and, ii) two (2) valid claims per calendar year if the claim relates to an order (see T&Cs Section 8). By submitting high-value items (designer garments, luxury fabrics, heirloom pieces), you acknowledge and accept the applicable limitation of liability. Skipwash is not responsible for loss or damage to high-value items beyond the standard liability limitations, and depreciation may be applied based on item age, condition, and fair market value (see T&Cs Section 8.4).
Skipwash does not compensate for sentimental, emotional, or irreplaceable value under any circumstances. Compensation is limited to the monetary value of the item, subject to the applicable cap and depreciation (see T&Cs Section 8.5). If an item has sentimental value that exceeds its monetary worth, you assume the risk of damage, degradation, or alteration by submitting it for cleaning through Skipwash.
Skipwash operates on fixed pickup and delivery schedules per building (see T&Cs Section 3.6). Your building’s specific days and times are displayed in the App. Skipwash is not an on-demand service. Ensure your bag is ready and placed at the designated pickup location before your building’s scheduled pickup time.
Each building has a specific designated pickup and delivery location, which may be the front desk, concierge area, or a Skipwash cart provided by Skipwash. Your building’s designated location is displayed in the App. Place your sealed Skipwash bag at this designated location before the scheduled pickup window. Do not leave bags in unsecured or public locations outside the designated area. Loss or damage resulting from leaving bags in unsecured locations before pickup is not covered (see T&Cs Section 9).
You will be notified through the App when your order is delivered to your building’s designated location (for example: the front desk, concierge, or Skipwash cart). Once the delivery partner/provider completes the delivery scan and photograph at the designated location, risk of loss transfers to you (see T&Cs Section 3.8). Collect your order promptly. Skipwash, its delivery partners/providers, and your building are not responsible for loss, damage, theft, or mishandling after the delivery scan is completed. Orders not collected within 21 calendar days may be disposed of or donated with no refund (see T&Cs Section 16).
Each Skipwash bag has a unique QR code that is central to the chain-of-custody tracking system. Do not remove, alter, damage, cover, or tamper with the QR code on your bag (see T&Cs Section 4). Interference with the QR code may compromise the chain of custody, locate your bag, and limit Skipwash’s ability to investigate claims on your behalf.
All cleaning services are performed by independent third-party vendors using their own chemicals, detergents, solvents, and supplies. Skipwash does not select, control, or approve the specific chemicals used by vendors.
If you have known allergies or sensitivities to specific cleaning chemicals, detergents, fragrances, or fabric softeners, please indicate this clearly in the special instructions field in the App for every order. While vendors will use commercially reasonable efforts to accommodate requests, Skipwash does not guarantee the use or non-use of specific chemicals or the absence of specific allergens.
Skipwash is not liable for allergic reactions, skin irritation, respiratory issues, or any other health effects caused by cleaning chemicals used by independent vendors (see T&Cs Section 9). If you experience a reaction, please contact support@skipwash.com immediately so Skipwash can investigate and coordinate with the vendor.
Claims for missing items, damage, quality concerns, or incorrect items must be submitted to support@skipwash.com within 24 hours of delivery (see T&Cs Section 7.1). Include your order number, a detailed description of the issue, and clear photographs.
All claims or complaints must be submitted directly to Skipwash. Do not contact the cleaning vendor/service provider or delivery partner/provider. Skipwash retains sole authority to coordinate dispute resolution (see T&Cs Section 7.3).
Skipwash investigates claims using the chain-of-custody data: QR scans, Contents Photographs (taken by the vendor upon opening your bag), weight records, GPS coordinates, and timestamps (see T&Cs Section 7.2). Skipwash will acknowledge receipt within 48 hours and aims to resolve claims within 14 business days. These are service targets, not contractual warranties (see T&Cs Section 7.4).
If your garments are returned with quality issues and Skipwash determines you have a valid claim or complaint following investigation, Skipwash may, at its sole discretion, arrange a complimentary re-wash at no cost to you. Skipwash will make best efforts to turnaround a re-wash within 24 hours for wash & fold and 48 hours for dry-cleaning following Skipwash’s determination that the claim or complaint is valid. All rewash requests are subject to verification. Skipwash may require photographic evidence of the quality issue before approving a rewash and may compare items submitted for rewash against the original Contents Photograph. If items submitted for rewash do not match the original processed items, or if Skipwash determines the request is not genuine, the rewash will be denied and the account may be flagged for review. If you prefer a refund or credit instead of a rewash, Skipwash will evaluate at its discretion. If a rewash result is still unsatisfactory, Skipwash will issue a refund subject to the cap on liability set forth in Section 8.2 of the T&Cs. No further rewash on the same order. Skipwash reserves the right to limit or deny rewash requests where it determines, at its sole discretion, that a pattern of excessive or questionable rewash requests exists (see T&Cs Section 7.5).
The following are not eligible for refund or compensation (see T&Cs Section 7.7):
Skipwash’s cap on liability (CAD $50.00 per item and CAD $250.00 per order) and the cap on the number of valid claims allowable per calendar year as set forth in Section 5.2 herein represent the maximum compensation payable per customer for damaged or lost items and orders (see T&Cs Section 8.2). Actual compensation for any claim is determined through Skipwash’s internal investigation process (see Section 8.3 herein) and is based on the item’s fair market value at the time of loss or damage, taking into account age, condition, wear, and depreciation. Any compensation may be less than the applicable per item or per order liability cap. Skipwash retains sole discretion over the investigation outcome, the determination of fair market value, and the amount of compensation, if any (see T&Cs Section 8).
Skipwash takes claims integrity seriously. Skipwash monitors claims-to-orders ratios and claims patterns across all user accounts. An unusually high frequency of claims relative to order volume, or a pattern of similar or escalating claims, may trigger an account review. The following conduct may result in claim denial, account suspension, account termination, cost recovery, and referral to law enforcement where appropriate (see T&Cs Section 9.3):
Skipwash retains sole discretion to determine whether a claim or pattern of claims constitutes abuse.
Skipwash takes your privacy seriously. This section summarises how your data is handled during the care process. For full details, refer to the Skipwash Privacy Policy.
At each stage of the service process, the Skipwash App records a photograph, bag weight, GPS coordinates, and a timestamp via the QR code system. Vendors also photograph the full bag contents upon opening (Contents Photograph). Delivery partners photograph the bag at the delivery location. This data is used for liability determination, dispute resolution, fraud prevention, and quality enforcement (see Privacy Policy Sections 3.3 and 7).
While such records are used to support chain-of-custody tracking and service verification, the recording of scans, photographs, weights, GPS data, timestamps, or other information at every scan point is not guaranteed. Skipwash and its vendors will use reasonable efforts to complete and maintain such records at each applicable stage of the service process.
In accordance with the Personal Information Protection and Electronic Documents Act SC 2000, c 5 (the “PIPEDA”), chain-of-custody data (QR scans, photographs, weight records, GPS), communications, and any other data collected for the purpose of resolving potential customer claims are retained until the later of: a) two (2) years from the date of termination of your subscription; or, b) until an ongoing claim or dispute is resolved, after which the data will be securely deleted or anonymized. All applicable records, including without limitation, payment transaction records, invoices, refund records, and any other similar materials shall be retained for up to seven (7) years for tax and legal compliance as per the Canada Revenue Agency’s requirements. Upon account closure, personal information is deleted within 30 days, except as required for legal, accounting purposes (see Privacy Policy Section 9), or as otherwise set out herein or in the Privacy Policy.
Vendors and delivery partners act as data processors under Skipwash’s instructions. They may only use your personal information to perform their specific services and are contractually prohibited from copying, exporting, building marketing lists from, or retaining your data after contract termination. All customer data must be deleted within 30 days of their contract ending (see Privacy Policy Section 18).
Under the PIPEDA and applicable Canadian privacy law, you have the right to access, correct, and request deletion of your personal information. You may also withdraw consent for non-essential processing. To exercise these rights, contact privacy@skipwash.com. Requests are handled within 30 days (see Privacy Policy Section 12).
Accounts are individual. Account sharing between residents, household members, or any other persons is not permitted. Each person must create their own account. Claims may only be submitted by the account holder (see T&Cs Section 2.2).
Maintain accurate account information, including your name, address, unit number, and payment method. Incorrect information (such as a wrong unit number) may lead to delivery issues for which Skipwash is not liable (see T&Cs Section 9).
You may pause a bi-weekly or weekly subscription for up to 4 consecutive weeks through the App. Maximum 2 pauses per 12-month period. Pausing does not extend the subscription period. Semester Plans cannot be paused (see T&Cs Section 5.5).
Subscriptions may be cancelled at any time through the App or by contacting support@skipwash.com. Cancellation takes effect at the end of the current billing period with no refund for the current period. Semester Plans are non-refundable and non-transferable (see T&Cs Sections 5.3 and 5.4). For one-time orders, a $5.00 cancellation fee applies after order confirmation; cancellation is not possible after pickup (see T&Cs Section 6).
If your payment method is declined, Skipwash retries up to 3 times over 5 days. If unsuccessful, your subscription is suspended until you update your payment method and clear any outstanding balance (see T&Cs Section 5.2).
The following conduct is prohibited and may result in account suspension or termination of your subscription (see T&Cs Sections 13 and 17):
This Care Guideline Policy is governed by and subject to the Skipwash Terms & Conditions and Privacy Policy. In the event of any inconsistency or contradictory provision, the T&Cs and the Privacy Policy shall prevail. This Care Guideline Policy is also subject to the Skipwash Privacy Policy with respect to personal information handling. Disputes arising from or relating to this Care Guideline Policy are subject to the dispute resolution provisions of the T&Cs.
Skipwash may update this Policy from time to time. Non-material changes take effect upon posting. Material changes will be communicated as required under the T&Cs. Continued use of the Platform after updates constitutes acceptance.
This Policy is subject to the Ontario Consumer Protection Act, 2002 and any other applicable consumer protection legislation. To the extent any provision conflicts with mandatory consumer protection rights, such mandatory rights shall prevail (see T&Cs Section 19.2).
Skipwash is committed to accessibility in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). If you require this Policy in an accessible format or experience barriers, contact support@skipwash.com (see T&Cs Section 20).
For general support and claims, contact Skipwash at support@skipwash.com.
For privacy inquiries, contact Skipwash at privacy@skipwash.com.
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