Terms of Service

1. Service Overview

FreshLine provides commercial pickup, cleaning, folding, and delivery services for linens, towels, and similar items to business customers within our service area.

2. Business-Only Accounts

FreshLine is exclusively for business use. We reserve the right to decline, suspend, or discontinue service for:

• Non-business accounts
• Locations outside our service area
• Customers whose volume or needs fall outside our operating model

3. Pickup Access and Expectations

You agree to:

• Place bags at the agreed pickup location before your pickup window begins
• Ensure the location is safe, accessible, and clearly communicated (e.g., front desk, service hallway, receiving area)

Missed Pickup Fee

If our driver cannot safely access your bags due to locked doors, blocked access, unclear instructions, or unsafe conditions, we may skip the pickup. A missed pickup may incur a $16 fee (50% of one standard bag charge).

Cancellation Fee

A same-day cancellation or cancellation made within 2 hours of the pickup window may incur a $16 cancellation fee.

4. Bag Usage, Fill Lines, and Overfill Charges

• FreshLine-provided bags standardize volume and pricing.
• Bags must be filled to or below the fill line and cinched closed.
• Bags significantly over the fill line or excessively heavy may be billed as an additional standard bag.

Overfill Fee

Overfilled or overweight bags may incur a $32 additional bag charge.

We reserve the right to refuse bags that are unsafe to lift or transport.

5. Biohazard and Contamination Policy

FreshLine is not a medical, hazardous-material, or biohazard laundry service.

We do not accept items soiled with:

• Blood
• Feces
• Urine
• Vomit
• Other bodily fluids
• Hazardous chemicals
• Sharp objects

Biohazard Fee

If contamination is discovered, we may refuse service and assess a $32 biohazard handling fee. Repeated violations may result in suspension or termination of service.

6. Item Care, Damage, and Loss

FreshLine uses commercial-grade equipment and detergents intended for standard linens and towels. You must notify us in writing of any special care requirements in advance. Normal wear, fading, shrinkage, linting, or texture changes are not considered damage.

Claims for Damage or Loss

• Notify us within 3 business days of delivery.
• We will review and do our best to accommodate.

Limitation of Liability for Items

To the fullest extent permitted by Connecticut law:

• FreshLine’s liability for lost or damaged items is limited to a reasonable replacement value of commercial-grade linens, not original retail or sentimental value.
• We may offer service credits in place of monetary reimbursement.

7. Scheduling, Changes, and Cancellations

• FreshLine operates on route-based schedules.
• Pickup windows vary by area.
• Short-notice changes or repeated last-minute adjustments may incur fees or impact service availability.

8. Pricing and Payment

• Pricing is based on a flat rate per bag, plus any add-ons or surcharges.
• Current pricing and fees are provided during onboarding or quoting.
• You agree to pay invoices according to stated payment terms.
• Service may be suspended for delinquent accounts.

9. Service Area

We serve Stratford, Connecticut, and select nearby towns. Service availability may change due to distance, traffic, or operational capacity.

10. Limitation of Liability

To the fullest extent permitted by law, FreshLine is not liable for:

• Indirect or incidental damages
• Consequential damages
• Lost profits, lost business, or loss of goodwill
• Delays, missed windows, or service interruptions

Your sole remedy is limited to the replacement-value process described in Section 6.

11. Payment Authorization

You authorize FreshLine to charge your saved payment method for:

• Services rendered
• Overfill, biohazard, or missed-pickup fees
• Cancellation fees
• Any other applicable charges set forth in these Terms

12. Photo Documentation

FreshLine may take photos of:

• Pickup bags
• Contaminated items
• Overfilled bags
• Delivery conditions

These photos are used solely for internal documentation, training, or dispute resolution.

13. Operational Adjustments

FreshLine may adjust pickup routes, delivery times, service availability, or schedules due to weather, safety, traffic, equipment issues, or other operational needs.

14. Force Majeure

FreshLine is not responsible for delays or failure to perform caused by events beyond our reasonable control, including:

• Severe weather
• Power outages
• Accidents
• Labor shortages
• Natural disasters
• Road closures
• Supply disruptions

15. Updates to These Terms

We may update these Terms periodically. Your continued use of the Services after any update constitutes acceptance of the revised Terms.

16. Governing Law

These Terms are governed by the laws of the State of Connecticut, without regard to conflict-of-law principles.

17. Entire Agreement

These Terms constitute the entire agreement between you and FreshLine regarding the Services and supersede all prior verbal or written communications.

18. Contact

For questions about these Terms:
Email: help@freshlinelaundry.com