LOD’s goal is your complete satisfaction with every order. This policy explains exactly what you can expect if something goes wrong.
1. Order Cancellation Refunds
| When You Cancel | Refund | Timeline |
|---|---|---|
| More than 2 hours before scheduled pickup | Full refund to original payment method | 5 to 7 business days |
| Within 2 hours of scheduled pickup | Refund minus a $6.99 cancellation fee | 5 to 7 business days |
| LOD cancels your order | Full refund or reschedule at your preference | Within 3 business days |
2. First-Order Re-wash
“If you are not satisfied with the quality of your very first LOD order, contact us within 24 hours of delivery at support@lodvalet.com. We will re-wash and re-deliver your laundry at no charge.”
- • This must be your first order with LOD
- • You must contact us within 24 hours of delivery
- • Items must be unworn and in the same condition as delivered
This one-time re-do is our commitment to earning your trust as a new customer.
3. Service Credit for Quality Issues
| Issue | Credit Issued |
|---|---|
| Laundry returned visibly unwashed or heavily soiled | Full order credit |
| Significant folding quality failure | 50% order credit |
| Delivery delayed beyond 48 hours without prior notice | 25% order credit |
| Missing item confirmed through photo documentation review | Up to $30.00 credit toward item replacement |
4. Garment Damage Claims
- • Up to $150.00 per order in LOD credit for verified damage
- • Claim within 24 hours of delivery with photos
- • Determination within 3 business days
- • Up to $30.00 per order in LOD credit at LOD’s discretion
- • Same 24-hour claim window applies
5. No Cash Refunds for Service Issues
LOD does not issue cash refunds for service quality issues, garment damage, or any service-related complaint. All service-related compensation is issued exclusively as LOD account credit.
6. How to File a Claim
Email support@lodvalet.com or use in-app support
Include your order number in the subject line.
Describe the issue in detail
State clearly what went wrong or which items require re-servicing.
Attach clear photos
Include photos if the claim involves damaged, stained, or folded items.
LOD review
Our team will review your order's photo documentation logs.
Written determination & credit
LOD will respond and issue credit within 2 business days of approval.