Important Notice
PLEASE READ THESE TERMS CAREFULLY. BY CREATING AN ACCOUNT, PLACING AN ORDER, OR USING ANY PART OF THE LOD PLATFORM, YOU AGREE TO BE BOUND BY THESE TERMS OF SERVICE. IF YOU DO NOT AGREE, DO NOT USE OUR SERVICE.
In this document:
1. Who We Are
LOD LLC (“LOD,” “we,” “us,” or “our”) is a Massachusetts limited liability company providing premium laundry pickup, processing, and delivery services in the Boston metropolitan area. Our registered agent is Northwest Registered Agent Service Inc, 82 Wendell Ave STE 100, Pittsfield, MA 01201.
2. Eligibility
You must be at least 18 years old and capable of forming a binding contract to use LOD services within our designated Boston metropolitan service area.
3. Your Account
You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. One account per individual.
4. Our Services
LOD provides laundry pickup, professional washing, folding, and delivery services. Optional add-ons include Hypoallergenic Processing, Delicate Care, Hang & Return, and Garment Protection.
5. Placing Orders
Orders are placed through the LOD app or website. LOD may photograph bags and items for quality assurance and dispute resolution.
6. Turnaround Time
| Plan | Return time |
|---|---|
| Essential | Back within 24 hours of pickup. |
| Express | Morning pickup, back by 6 PM the same day. |
| Rush | Morning pickup, back by 3:30 PM. Afternoon pickup, back by 8:30 PM. |
Your return time is set when you book. If your driver picks up early, it doesn’t change.
Weather, traffic and other conditions outside our control may affect delivery timing.
7. Payment
All orders are processed through Stripe. Founding Member status is a one-time, non-refundable purchase of $14.99 offering 10% off the bag price on eligible single-bag orders. Add-ons and Garment Protection are full price.
8. Cancellation Policy
| When You Cancel | Refund | Timeline |
|---|---|---|
| More than 2 hours before your window | Full refund | 5–7 business days |
| Within 2 hours of your window | Refund minus a $6.99 cancellation fee | 5–7 business days |
| LOD cancels your order | Full refund or reschedule | Within 3 business days |
9. Prohibited Items
Note: LOD’s maximum liability for any single order is up to $150.00 per order in LOD credit with Garment Protection, or up to $30.00 per order without.
See our full Prohibited Items Policy →
10. Garment Protection
Garment Protection is an optional add-on priced per order. With it, LOD covers up to $150.00 per order in LOD credit; without it, up to $30.00 per order. See the Garment Protection terms.
11. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, LOD’S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OR RELATED TO YOUR USE OF OUR SERVICES SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID FOR THE SPECIFIC ORDER GIVING RISE TO THE CLAIM, OR (B) $150.00 IN LOD ACCOUNT CREDIT IF GARMENT PROTECTION WAS PURCHASED FOR THAT ORDER, OR $30.00 IN LOD ACCOUNT CREDIT IF IT WAS NOT.
12. Pickup Wait Time & Missed Pickups
If you choose Hand it to me, your driver waits up to 5 minutes at pickup. Wait time after the first 2 minutes is charged at $0.50 per minute. If we can’t collect your bag after 5 minutes, a $6.99 missed pickup fee applies, with no wait charge on top, and we move you to the next window. If we miss your pickup, there is no fee.
13. Bag Weight & Overage
Each bag includes up to 15 lbs. If your bag weighs more, we text you the extra charge before we take it. No reply within 5 minutes means yes. If you reply NO, we leave the bag with you, a $6.99 fee applies and the rest of the bag price is refunded. Over 25 lbs counts as a second bag at the same plan price.
14. Delivery & Drop Spots
You choose a drop spot when you book: your door, outside the building, the front desk or concierge, or the mailroom. Delivery is complete once your bag is left at the spot you chose and photographed.
15. Early Pickup
If your driver is nearby before your window, we may ask if you want to hand over early. Saying yes doesn’t change your return time.
16. In-App Messaging
You can message your driver in the app. No phone numbers are shared. Messages are kept with your order. Be respectful; abusive messages can lead to account suspension.
17. Referral Program
A referred friend gets one free Essential bag, plus $5 off a later paid order. The credit unlocks when the free bag is delivered and can't be used on the free bag. One per person, card, phone number and address. Referral codes may have use limits, and LOD may end a code that is misused.
18. Text Messages (SMS)
By giving us your phone number you agree to receive order texts from LOD: a sign-up verification code, and up to three kinds of text about an order (when your driver arrives, when the pickup wait starts, and when your bag is over weight and needs your approval). If you opt in, we also send one text when LOD launches. Message frequency varies with your orders. Msg and data rates may apply. Reply STOP to opt out or HELP for help.