Refund & Cancellation Policy

1. Cancelling an order

• Before the driver is on the way: cancel for free in the app, on the website, through your AI assistant, or by text. Your card isn't charged.
• Driver on the way, before pickup: still free if you reach us before the driver collects the bag.
• After pickup: ask us before cleaning starts and we'll return your items unprocessed.

2. When you're charged

We save your card when you schedule but charge it only after intake, once your laundry has been weighed or your garments counted. Orders have a $39.99 minimum. If you think a charge is wrong, contact us and we'll review it with the intake photos.

3. Not happy with the result

If something didn't come back the way it should, report it within 48 hours of delivery through the app's Help center or by text, with a photo if you can. We'll pick the item up and re-clean it for free.

4. Damaged or lost items

Report damage or a missing item within 7 days of delivery, with photos if you can. Every order is photographed at intake. We investigate each claim internally, using the intake photos and our facility records. If we find the damage or loss resulted from our negligence, Fold will decide a fair resolution: a re-clean, repair, account credit, or payment. Any payment is limited to ten (10) times the cleaning charge for that item, capped at $250 per item and $500 per order, except where a higher amount is required by law. Full details are in section 6 of our Terms of Use.

5. Fold Club memberships

• Cancel anytime from the Fold Club page in the Fold app. There's no cancellation fee and no notice period.
• 7-day refund: if you cancel within 7 days of a membership charge and haven't placed an order at Club prices since that charge, we refund the full membership fee.
• After 7 days, or once you've used Club pricing: cancelling stops the next renewal. Your membership stays active until the end of the period you've paid for. We don't give partial refunds.
• Upgrades: if you move to a higher plan mid-month, you pay only the prorated difference for the rest of that month.

6. Semester Pass

A Semester Pass can be fully refunded until the first pickup. After that, we refund the unused part, prorated by the weeks of service left in the term. Email [email protected] to request it.

7. How refunds are paid

Refunds go back to the card you paid with. They usually show up within 5–10 business days, depending on your bank. Fold credits and promo discounts can't be cashed out.

8. Contact

To cancel, request a refund, or report a problem, text or call (866) 411-6254 or email [email protected]. Nothing in this policy limits rights you have under applicable law.