Term of Service

eKoala Laundry Care is pleased to provide professional pick-up and delivery laundry services to our customers and offers quality and convenience at an affordable price. Our services are subject to the terms and conditions below. Your use of eKoala Laundry Care, services (“Services”) indicates your agreement to be bound by the terms and conditions contained herein. Please read the following provisions carefully and let us know if you have any questions. We look forward to doing business with you! This agreement is strictly between eKoala Laundry Care, its customers and services provided by parties subcontracted by eKoala Laundry Care, and does not in any way constitute or imply any relationship with any other parties.

eKoala Laundry Care Providers/Partners

eKoala Laundry Care Providers/Partners are independent contractors of eKoala Laundry Care,. eKoala Laundry Care Providers/Partners are responsible for establishing routines with respect to your service needs, such as pick-up/drop-off schedules, specific laundering instructions and personal preferences. eKoala Laundry Care Providers/Partners have independent control over the means and methods of providing services as well as the products used in your laundering care. Each eKoala Laundry Care Provider/Partner, however, is held to the high standards of customer service and quality performance established by eKoala Laundry Care. If you ever have a praise, problem or concern with your service, please do not hesitate to contact your Provider/Partner directly or eKoala Laundry Care,. Both eKoala Laundry Care and your Provider/Partner value your business and care about providing excellent service to you.


Schedule. All services will be provided by a eKoala Laundry Care Provider/Partner assigned to you. Pick-up/Delivery will take place on a pre-determined day and frequency, except on certain holidays, as determined by you and your eKoala Laundry Care Provider/Partner. eKoala Laundry Care or you may change the pre-determined pick-up/delivery times, permanently or temporary, with advance notice by either you or eKoala Laundry Care. eKoala Laundry Care requires at least 1 day notice prior to any change. If you’d like to leave your items at a secure spot, it will be at your own risk. This is also true for delivery. Items left for pick up are not under our care until we have retrieved said items. Items left for delivery at the pre-determined location will not be under our care once they have been left at the agreed upon location.

Procedure and Terms

eKoala Laundry Care will provide each customer with a eKoala Laundry Care nylon/polyurethane Laundry Bag for a fee. eKoala Laundry Care reserves the right not to pick-up items that are not in these bags or 13 gallon sized trash bags. Weekly customers will purchase eKoala Laundry Care bag(s) at the beginning of their service plan for a fee stated on the eKoala Laundry Care website. A bag fee will be charged to the customer for replacement bags.
Gift Card Recipients: eKoala Laundry Care nylon/polyurethane Laundry Bags are not provided to Gift Card recipients. Items can be placed in 13 gallon sized trash bags or the equivalent thereof. Should you chose to request one of our eKoala Laundry Care bags, the fee for said bag will be deducted from your remaining Gift Card balance. If you chose to continue service after the full value of your Gift Card has been redeemed, you will be provided a eKoala Laundry Care bag and the fee will be applied to your invoice.

eKoala Laundry Care and its Providers/Partners are not responsible for, and shall not pay for, any loss, damage or theft of items left unattended by the customer for pick-up or delivery. eKoala Laundry Care will not leave items in the possession of any other person that is not the owner of those items unless the owner has given consent. The customer is responsible for ensuring that his/her Laundry Bag is delivered safely to the eKoala Laundry Care Provider/Partner.

Missed/Unattended Pick-up or Delivery

If the customer misses a scheduled pick-up or delivery, the customer must coordinate with their eKoala Laundry Care Provider/Partner to reschedule the pick-up or delivery during the next available day and time. Customer may be subject to a missed pick up fee or missed drop off fee for failing to notify their Provider/Partner 24 Hours prior to the scheduled pick up/delivery.
Gift Card Recipients: Fees assessed due to missed/unattended pick-up or delivery will be deducted from the remaining balance of your Gift Card.


eKoala Laundry Care reserves the right to change prices at any time. Payment should never be made directly to the eKoala Laundry Care Provider/Partner. If additional services outside of the customer’s initial request are requested, the customer authorizes eKoala Laundry Care to charge the fee for such services to his/her credit card on file.

Gift Card Purchaser: Payment of the agreed upon charges must be made prior to delivery of the Gift Card. Service will not begin until eKoala Laundry Care has secured payment information via a valid & current credit card.

Gift Card Redeemer: If additional services outside of the initial Gift Card value are requested, the recipient of the Gift Card must provide a credit card for payment processing of the additional charges. Customer authorizes eKoala Laundry Care to charge the fee(s) for such services to his/her credit card on file. All other noted terms within the “Payment” section apply.

New Commercial customers are under a 90-day introductory period and are not eligible for monthly billing during this time. Invoices are processed according to your requested payment terms (Due upon receipt, Net 5, Net 10). Weekly Invoicing is available for clients that receive more than one service pickup per week. Weekly invoices are processed on the first business day of the following service week. All invoices require payment within a maximum of 10 days of receipt (Net 10). Payments received after the Net 10 may incur a late fee of 1.5% of the invoice total. Invoices outstanding for more than 20 days may cause a disruption in service.
Commercial customers in good standing for more than 90 days are eligible to request monthly billing. Services provided during a given month will be billed on the first business day of the following month.


Except as described in this paragraph, all sales are final and all payments are non-refundable. A customer who has signed up for a prepaid package plan or gift card will have the right to cancel his or her contract within fourteen (14) days of signing up for the eKoala Laundry Care service and receive a full refund if no promotional value was received. After such fourteen day period, eKoala Laundry Care shall have no obligation to refund any amounts paid by the customer. If a promotional value was received the sale is final and the payment is non-refundable.

Gift Card Purchaser: In addition to the above noted Refund terms. Gift Card refunds will only be issued for the remaining balance on the Gift Card.

Garment Care

The customer agrees not to include any of the following items inside their Laundry Bag (i) non-washable items, (ii) items that are labeled for dry cleaning only, (iii) items that have been exposed to bed bugs or (iv) any other items not meant for laundering. Customer acknowledges that items that have been air-dried (per customer request or eKoala Laundry Care’s determination for best garment care) may be damp upon delivery.

The customer is responsible for any and all damage caused by any items left in the customer’s clothing or Laundry Bag that causes damage to the clothing of any customer, the cleaning machines, or any other property of the eKoala Laundry Care Provider/Partner.

eKoala Laundry Care desires to provide high quality laundering services and will use all reasonable precautions to avoid damage to clothes. eKoala Laundry Care and its eKoala Laundry Care Providers/Partners, however, are not liable for any damage due to normal laundering of items, cleaning of items without care instructions, for dry clean items placed inside Laundry Bags, for special-processing items (delicate-wash, air-dry, stain-treatment) not placed in a separate bag, damage resulting from items left in the clothing, bleeding of colors, shrinking or any other alteration resulting from normal washing procedures. eKoala Laundry Care will follow any reasonable instructions provided by the customer, including water or drying temperatures. eKoala Laundry Care Providers/Partners do not read cleaning instruction labels and is not responsible for special care items, such as dry clean only items, which are included in the Laundry Bag. Although eKoala Laundry Care Providers/Partners use their best efforts to remove stains, stain removal is not guaranteed. eKoala Laundry Care Providers/Partners may refuse to clean any garment at their sole discretion.

eKoala Laundry Care will re-clean items that, in its sole discretion, were not properly cleaned and have not been worn since they were cleaned, at no additional cost. eKoala Laundry Care and its subcontractors are not responsible for loss of or damage to any personal or non-cleanable items left in the clothing or laundry bags such as money, jewelry, or any other item. The customer agrees not to leave such items in their clothing or in their laundry bags. Zippers behave unpredictably while cleaning. Although zippers generally are not an issue, the customer is notified that there is a possibility of zipper issues while following normal wash procedures, and eKoala Laundry Care, does not accept any liability for such issues.

Inventory Sheets

Inventory sheets are available upon the request of the customer. The customer should fully and accurately complete this sheet and include them in the Laundry Bag. eKoala Laundry Care and the eKoala Laundry Care Providers/Partners are not responsible for any item which does not appear on the inventory sheet. We will notify you immediately if there is any discrepancy between what appears on the inventory sheet and the items in the Laundry Bag. Such discrepancies may cause delays as we will not proceed with washing without resolving the discrepancy with you. eKoala Laundry Care reserves the right to complete an inventory sheet for customers who have not provided one themselves without notice to the customer.

Reporting Lost or Damaged Items

Missing or damaged items must be reported to eKoala Laundry Care within 24 hours of return of your laundered clothes. Failure to report the missing or damaged item(s) within 24 hours shall remove any liability of eKoala Laundry Care for the missing or damaged item. In the event that any item is lost or damaged by eKoala Laundry Care, eKoala Laundry Care will issue the customer a refund or credit for the value of that item as stated in this paragraph. If a customer is able to provide proof of purchase and purchase amount of the lost or damaged item, eKoala Laundry Care will provide a full refund, up to $50 per item with a maximum total reimbursement of $200 per household/location. This guide takes into account the average life of the garment, depreciation for the age of the item, and the current replacement cost. If the customer is unable to document the age of a garment, eKoala Laundry Care reserves the right to limit the maximum age of any garment to one year. If no current replacement cost is available eKoala Laundry Care reserves the right to use the replacement cost of a comparable item currently available. eKoala Laundry Care and eKoala Laundry Care Providers/Partners are not liable for any preexisting damage to a garments or other item and reserves the right to return any item without cleaning it if any preexisting damage is found or if we have a concern about the colorfastness or the age or weakness of the fabric. All refunds/reimbursements offered by eKoala Laundry Care to the customer, must be claimed by the customer within a 30 Day period. Once the 30 day period has expired, the customer’s claim will be considered resolved and closed.

Use of Third-Party Providers

eKoala Laundry Care reserves the right to utilize any outside vendor, contractor or other person or business to provide services under this Agreement, Providers, without notice to the customer. eKoala Laundry Care is not liable for any damage or loss due to the acts or omissions of any third party provider.

Confidentiality and Disclaimer

eKoala Laundry Care takes privacy and personal information seriously. eKoala Laundry Care uses customer information to provide services, to process payment, facilitate billing, and for any other purpose reasonably necessary to provide services under this Agreement. Additionally, personal information may be disclosed when required by law necessary to enforce this Agreement or necessary to protect the rights, interests, property of safety of eKoala Laundry Care, it’s eKoala Laundry Care Providers/Partners or others. From time-to-time, we also may send merchant service announcements, newsletters, and periodic notices about specials and new products.

Limits Of Liability and Disclaimer

eKoala Laundry Care’s liability shall be limited to general money damages in a maximum amount not to exceed the charges for incurred by customer during the term in which the damages are alleged to have occurred. This liability shall be the extent of eKoala Laundry Care’s liability regardless of the form in which any legal or equitable action may be brought and the foregoing shall constitute the customer’s exclusive remedy. eKoala Laundry Care disclaims all warranties, express or implied, with respect to eKoala Laundry Care Providers/Partners and the services rendered to the customer, including without limitation warranty of merchantability and warranty of fitness for a particular purpose. UNDER NO CIRCUMSTANCES SHALL eKoala Laundry Care OR eKoala Laundry Care PROVIDERS/PARTNERS BE LIABLE TO CUSTOMERS OR ANY THIRD PARTY FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL OR EXEMPLARY DAMAGES (EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES), ARISING FROM THIS AGREEMENT, PROVISION OF SERVICES HEREUNDER OR ACTS OR OMMISSIONS OF eKoala Laundry Care PROVIDERS/PARTNERS SUCH AS, BUT NOT LIMITED TO,LOSS OF USE; LOSS OF REVENUE, ANTICIPATED PROFITS OR LOST BUSINESS; COSTS OF DELAY; PERSONAL OR PROPERTY DAMAGE, OR LIABILITIES TO THIRD PARTIES ARISING FROM ANY SOURCE.


In the event of any dispute arising out of this Agreement or the relationship between the parties, the parties agree that prior to filing any suit or complaint the party must submit the dispute to resolution to be conducted by the Columbus Bar Association, or another independent mediator, as agreed upon by them. The Mediator shall have the authority to determine the reasonableness of the dispute and each party’s claims or defenses against the other, and may determine any amounts due to either party under this Agreement, or arising out of such claim. The parties agree to enter mediation in good faith in order to resolve the dispute by such mediation and to comply with any settlement agreement reached therein. If mediation fails to resolve any matter between the parties, then either party may initiate suit in court.


Upon Customer’s authorization to commence work or Customer’s signature hereon, whichever occurs first, the terms of this Agreement shall be binding upon parties until such time as either party terminates the Agreement in writing. This Agreement constitutes the entire understanding between the parties and supersedes any other prior understandings or agreements, written or oral, between the parties; its terms can be modified or waived only by a written amendment to this Agreement, signed by both parties, and no course of conduct, failure or delay shall affect the validity, binding effect or enforceability of this Agreement or be considered an implied waiver. This Agreement shall be governed in all respects by the laws of the State of Ohio. The parties hereto hereby consent to the jurisdiction of the courts of the State of Ohio and venue in Franklin County and each party waives all objections to convenience of forum. Neither Customer nor eKoala Laundry Care shall be liable to the other for any failure or delay in its performance due to any cause beyond its control, including acts of war, acts of God, earthquake, riot, sabotage, labor shortage or dispute, Internet interruption, government acts, and other similar events. eKoala Laundry Care shall be entitled to reimbursement for its expenses, including court costs, and reasonable attorney’s fees, expenses and cost in any action against Customer. Each provision of this Agreement shall be interpreted in such manner to be effective and valid under any applicable law, but if any provision is held to be invalid, illegal or unenforceable, then such provision shall be reformed, construed and enforced as if such provision had never been contained herein. eKoala Laundry Care reserves the right to discontinue services at its discretion. In such case, any pre-paid fees for which services have not been provided will be refunded to the customer. Customer consents to being photographed and filmed by eKoala Laundry Care in connection with his/her use of services. Customer further consents to eKoala Laundry Care’s use of the photographs and films, including any performance, voice, or other aspects of Customer’s persona, by eKoala Laundry Care for any function or reason. In addition, Customer assigns to eKoala Laundry Care any copyright interest and right of publicity that may arise as a result of such filming or photography. This permission continues after a Customer’s death, disability or termination of this Agreement. Customer will not be given any additional compensation for eKoala Laundry Care’s use of photographs or films.