Terms of Service

dryGo ("we," "us," "our") provides garment cleaning with pickup and delivery in Vaughan, Ontario and surrounding communities. When you place an order, you contract with IRL Management Inc. o/a dryGo.

By placing an order or using our website and services, you agree to these Terms. If you do not agree, do not use the service.

Changes to these Terms. The Terms that govern an order are the version you accepted when you placed that order. We record which version applied to each of your orders, and published versions never change after the fact. If we update these Terms, the new version applies to orders you place after that date. It does not change an order you have already placed.

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1. What we do

We provide dry cleaning, laundry and garment care with door-to-door pickup and delivery. We collect your garments from your address, count and assess them, clean and finish them, and return them to you. Every order is priced after collection, and you receive an itemized invoice before any payment is taken.

2. Service area

We serve residential and business addresses in Vaughan, Ontario and the surrounding communities we cover across York Region and south Simcoe County. A current list of the communities we serve is available on our FAQ. If you are unsure whether your address qualifies, contact us before ordering. We may decline or cancel an order that falls outside our serviceable area.

3. Prices, taxes, minimum order, surcharge, and payment

All prices are shown per item. They exclude HST at the Ontario rate of 13% and the energy surcharge described below, both of which are added to your order and shown as their own lines on your invoice. Prices are subject to change at any time.

Minimum order. A minimum order value of $50 before tax applies. If the total for your order before tax is below this amount, the $50 minimum charge applies in place of the item total. We assess and price your items after collection; you are not required to know your total in advance.

Energy surcharge. Each order carries an energy surcharge of 3% of your order total after any discount and before tax, shown as its own line on your invoice so you can see how your total is built. We may reduce or waive it. The exact amount that applies to your order is always shown on your invoice before you pay, and we will not charge a rate above 3% on an order placed under this version of these Terms.

Accepted payment methods. We accept major credit cards and Visa Debit, processed securely by Stripe, as well as Interac e-Transfer and cash. Card details are entered directly with Stripe, one of the world's most trusted payment processors; they never pass through, and are never stored on, our systems. If you save a card for future orders, we store only a secure token from Stripe, never the card number.

Payment before release. By placing an order, you authorize us to charge your selected payment method and you agree to be personally responsible for all charges under your account, including cleaning costs for every item submitted in your order. Items may be held until payment in full is completed. We do not hold items from one order against a balance owing on a different order. Where you pay by cash or Interac e-Transfer, payment is arranged before or at the time we release your finished items. If a payment fails for any reason, you remain responsible for the amount owed, and we may suspend service until outstanding balances are paid.

Any price we provide by phone, text, or email before seeing an item is an estimate only. Final pricing is confirmed once the item is assessed.

Recleaning (goodwill). If you are not satisfied with the cleaning result, contact us within 48 hours of delivery and we will reclean the affected items from your order free of charge, as a courtesy gesture. A reclean is offered at our discretion as a gratuity; it does not carry a guaranteed turnaround time and will be scheduled into a suitable upcoming run. Items should be unworn and returned with their original tags where present; household items should be in their original packaging.

4. Saving your card

When you pay for an order you can choose to save your card. Saving it is optional. You can book, pay, and keep using dryGo without ever saving one, and nothing about your service changes either way.

Your card is held by Stripe, our payment processor. dryGo never sees or stores your full card number. We keep only the card brand, the last four digits, and the expiry date, so we can show you which card is on file.

If we manage your account for you. Some customers prefer not to use the website and ask us to run their account on their behalf. If that is you, you can authorize us in writing to keep a card on file and charge it, and we will record that authorization on your account along with a note of what you gave us and when. Everything else in this section applies to you in exactly the same way, including your right to withdraw the authorization at any time by telling us. We will never enter that authorization for you without it, and we will never sign in to your account as you.

What saving your card allows. If you save your card, you authorize dryGo to charge it for amounts you owe us on your account. That means the invoice for an order you have booked, and it also means two specific things named here so they are never a surprise: a no-show fee where we attend a scheduled pickup and there is nothing to collect (see Section 14), and a correction where an invoice is restated after payment and the corrected total is higher than what you paid. We will only charge a correction to your saved card where the corrected total is no more than 10% above the invoice you already paid. Above that we will contact you and charge nothing further unless you approve it.

When we charge. There is no schedule and no fixed frequency. Charges happen order by order, and a charge for an order only ever happens after two things: you have booked a pickup, and we have collected your items, counted them, priced them, and emailed you the invoice for that order. We never charge you before your items are counted and priced. No charge to a saved card is ever automatic; each one is made by a person, and every invoice reaches you by email and appears on your order page before it is charged.

How the amount is set. Every order is priced from the items we collect, at the rates published at drygo.ca/pricing. Your invoice itemizes each piece and shows any minimum adjustment, any discount, the energy surcharge, and HST. A no-show fee is $20.00 plus HST, shown in your account and disclosed when you book a pickup. A correction is the difference between the corrected invoice total and what you have already paid.

Removing your card. You can remove your saved card at any time from your profile in your account. Removing it withdraws this authorization for anything we have not already charged. You can also ask us to remove it by calling 289-216-7533 or through the contact form, and we will do it. If we manage your account for you, telling us is all that is needed and we will remove it the same way. Removing your card does not cancel anything you already owe, and finished items may still be held until payment in full is completed.

If your bank replaces your card. If your card is reissued under a different card brand, we will ask you to authorize the new card before charging it.

If these terms change. We will not widen what this authorization covers by posting a new version of these Terms. If we want to charge your saved card for anything not described here, we will ask you to authorize it first. We tell you about any change to this authorization by email to the address on your account.

How long this lasts. This authorization stays in place while your card is saved to your account. It ends when you remove the card, when the card expires and is not replaced, or when you close your account.

If a charge looks wrong. Contact us and we will look at it. Where a refund is owed we issue it to the original card within 15 days.

5. Placing an order, changes, pickup, and item count

When you place an order you will receive an order number and a confirmation. You may edit or cancel your order yourself, from your account, up until we have collected your items; after collection, contact us and we will work out the best option with you.

After we collect your items, we record a count and description of what we received. That record is what we work from. If you believe there is a discrepancy, contact us within 24 hours of pickup and we will review it against our record and our pickup photographs.

Certain items carry higher risk and require your explicit authorization before we process them, including (but not limited to): wedding, beaded, or evening gowns; leather, suede, and fur; curtains, drapes, and rugs; and other household or non-clothing items. We may ask you to confirm consent for these before cleaning.

If any such item, or any other item, has a value above the limits in Section 7, you must declare it in writing in advance under that section. Undeclared items are subject to the limits in Section 7 in full.

6. Turnaround time

We operate on a fixed pickup-and-return schedule, and we tell you your expected return day when you book. Our standard target is to return orders within about 72 hours (roughly three business days) of pickup. Specialty and household items take longer, and we will tell you before any work begins. Turnaround times are targets, not guarantees. Circumstances outside our control (weather, traffic, holidays, or processing delays) may affect timing; where possible we will notify you and reschedule at your convenience.

dryGo Priority (same-day service). Same-day service is offered as dryGo Priority. It is limited, subject to availability, and arranged directly with us rather than booked online. Priority is priced per order and quoted at the time the order is reserved; we confirm the price with you before we collect anything. A request for same-day service is not a booking and reserves nothing until we have confirmed it with you directly. Where a Priority order is not returned within the agreed window, any adjustment to the Priority premium is made at our discretion, in the same way as the goodwill reclean described in Section 3.

7. Liability and claims

Maximum liability. Our liability for any lost or damaged item, for any reason, is limited to the lowest of the following:

• $500 CAD per item; or
• ten (10) times our cleaning charge for that item; or
• the item's depreciated value, determined under the current edition of the International Fair Claims Guide for Consumer Textiles Products published by the Drycleaning & Laundry Institute (DLI).

Our total liability for any single order, regardless of the number of items involved, will not exceed $1,000 CAD. These limits apply unless you have declared a higher value in advance and we have accepted that item in writing.

Remedy: service credit offered first. Where we are liable, we will first offer a credit toward future services of equivalent value, up to the limits above. Where a service credit is not appropriate, we may instead offer repair, replacement, or monetary compensation, up to the limits above. You are not obliged to accept a service credit, but our liability remains limited to the amounts stated regardless of remedy.

Declared value: required for items worth more than $500. If any item has a depreciated value greater than $500 CAD, you must declare that value to us in writing before we collect or process the item. We may then accept the item on agreed written terms or decline it.

If you do not declare an item's value in advance, the limits above apply in full, regardless of the item's actual worth. This applies to all items without exception, including wedding gowns, evening and beaded gowns, furs, leather and suede, designer garments, and heirloom or sentimental pieces. If you are not willing to accept these limits for a particular item, do not send that item to us.

Compensation is based on depreciated value, not replacement cost. Any compensation requires you to establish the item's age, original value, and proof of purchase.

Sentimental value. We are not liable for sentimental or irreplaceable value.

Telling us about a problem. Contact us within 48 hours of receiving your item, with your order number, and keep the item unworn and unused. Prompt notice lets us inspect the item and review our pickup and delivery photographs while the evidence is fresh. Late notice may limit our ability to verify what happened and to resolve your claim. Any settlement we offer is offered on the basis that you accept it as full and final settlement.

Items part of a set. If an item that is part of a set is lost or damaged, we compensate only for the specific item documented on your order, not for the loss of value to the set. If a belt, pull-tie, drawstring, or similar detachable piece is lost, we are responsible only for the value of that piece.

Valuables left in garments. Please check all pockets and remove valuables before pickup. We are not responsible for loss of or damage to money, jewelry, or other personal items left in clothing or garment bags.

8. General exclusions

The following are outside our control and are not caused by a failure of care on our part:

• Colour loss, shrinkage, or damage occurring during cleaning where the manufacturer's care label instructions were followed.
• Any item lacking a manufacturer's care/cleaning label.
• Feather- or down-filled items; household items such as duvets, bedspreads, and upholstery covers; leather and suede items.
• Accessories attached to or contained within an item (belts, buckles, buttons, beading, brooches, leather trims, furs, zips, hoods, collars, inner linings), and any damage caused by such accessories.
• Items with deliberate crinkle/crease effects, faulty adhesives or interfacing, or weakened fabric (including from age or UV/light exposure).
• Curtains, blinds, and drapes: glued-on trims, tassels, tie-backs, hidden weights, swags and tails, painted/metallic designs, flocked velvet, watermarks, and old or poor stitching may not survive cleaning.
• Pre-existing defects, adhesives, or manufacturing flaws that become apparent only after cleaning.

9. Delivery

To receive delivery you must have a valid residential or authorized business address within our service area. Anyone present at the delivery address who accepts the order is treated as authorized to receive it, and delivery is complete at that point. If no one is available and you have authorized unattended delivery, we may leave items at the address you provided, and delivery is complete when the items are left there. Our responsibility for your items ends when delivery is complete. If a second delivery attempt is required, a redelivery fee may apply.

As proof of service, we photograph each pickup and delivery and log each order. Where you have given us an email address, we send order status notifications.

We may refuse, cancel, or terminate service if we are repeatedly unable to access your address, if orders go unpaid, or if our staff are subjected to unsafe or abusive conduct.

10. Uncollected items

We email you when your order is ready. You are responsible for accepting delivery or arranging collection, and for paying any amount owing on that order.

Sixty days after we tell you your order is ready, our obligation to store your items ends. From that day we may charge a storage fee of $10 per day for that order, until the storage fee reaches the total of that order. If we continue to hold your items after that day we do so at your risk, and we are responsible only for loss or damage we cause deliberately or through gross negligence.

You can collect your items at any time while we still have them, once the amount owing on the order and any storage fee is paid.

Where an amount is owing on an order, we keep every right the law gives us in respect of the items for that order.

11. Communications and privacy

To provide the service we collect the information needed to fulfill your order: name, billing address, pickup address, delivery address, phone number, and email. We use this to process orders and send status updates. As part of providing the service, we photograph pickups and deliveries as proof of service and keep those records. By signing up you consent to receive service-related communications from us by email, and by text message where you provide a mobile number and we offer that option. We handle your information in accordance with our Privacy Policy and applicable Ontario and Canadian privacy law (PIPEDA). Where you ask us to delete your personal information, we will anonymize it and keep only the transaction records we are required by law to retain. Our Privacy Policy forms part of and is incorporated into these Terms; please review it to understand how we collect, use, store, and disclose your information.

12. Limitation of liability

To the fullest extent permitted by law, our total liability to you for any claim arising from or related to this agreement is limited as set out in Section 7. We are not liable for indirect, incidental, special, or consequential damages. Nothing in these Terms limits any rights you have under Ontario's Consumer Protection Act that cannot lawfully be excluded.

13. Governing law

These Terms are governed by the laws of the Province of Ontario. Any dispute is subject to the exclusive jurisdiction of the courts of Ontario.

14. No-shows and access

No-shows. If we attend a scheduled pickup and there is nothing to collect, and you did not tell us in advance, we charge a no-show fee of $20.00 plus HST, to cover the trip. The fee is shown to you when you book a pickup and in your account. Where you have saved a card under Section 4, we may charge the fee to that card. We will email you an invoice for the fee.

Access. You are responsible for having your items available at the agreed place and time, including any access we need (buzzer codes, gate codes, or similar).

15. Contact

Questions or claims: call us at 289-216-7533, or send a message through the contact form at drygo.ca/contact.

By mail: IRL Management Inc. o/a dryGo, 95 Holland St W, Bradford, Ontario L3Z 2B5.