General terms of service

1. Purpose and acceptance

These terms govern the pickup, laundry, dry cleaning, hang dry, shoe care, repair and home delivery services for clothing, footwear, household linens and other items (the "Services") offered by Clear Cotton Inc. (Coton Clair Inc.), doing business as La Cleanik and TheCleanik ("The Cleanik", "we").

You (the "Customer") accept these terms once after creating your account; each of your orders is then governed by the version in force when you place it. A copy of your order, with a link to these terms, is sent to you by email with the order confirmation.

2. Service area and account

• The Services are offered in the areas shown on the website's "Check my area" page: the Island of Montreal (including the West Island and Montréal-Est), Laval, Longueuil (including Saint-Hubert and Greenfield Park), Brossard, Saint-Lambert and Boucherville. Coverage is checked by postal code; an address outside the area is refused before payment.
• The Customer must be 18 or older and provide accurate information (address, phone number, access instructions).
• The account is protected by two-step verification. The Customer is responsible for keeping their login credentials confidential and notifies us without delay of any unauthorized use.
• The Customer may delete their account at any time; their personal information is then anonymized, as described in the privacy policy.

3. Orders

• The Customer chooses the Services, a pickup window and a delivery window. For dry cleaning, hang dry and shoes, they may list their items or choose "Count for me".
• The order is concluded when the Customer confirms it and their payment is authorized; The Cleanik then confirms it by email.
• On arrival at our facility, items are inspected, counted and, if needed, weighed, and the item list is priced according to our price list. The Customer receives the item list and the final amount by email.
• If an item or amount does not suit them, the Customer may dispute it by replying to that email within 12 hours: we then wait for their answer before processing their items. Without a dispute within that time, processing continues according to the item list.
• A repair without a listed price is quoted and only carried out after the Customer's approval.

4. Prices and payment

• Prices are shown in Canadian dollars on the website. Applicable taxes (GST and QST) are added and shown separately, where applicable. During the launch period, until our GST and QST numbers are issued, no tax is charged.
• Pickup and delivery fees, the order minimum and surcharges are clearly shown before confirmation:

• Payment is made online by credit or debit card through Stripe. The Cleanik does not store full card numbers.
• The amount is authorized (held) on the card when ordering and charged on delivery, according to the item list. For a "Count for me" service, the amount held is $50.00 (dry cleaning or hang dry) or $40.00 (shoes); you pay for what we receive. If the final amount is lower, the difference is released; if it is higher, the adjustment is charged to the same card and labelled with the order number.
• An authorization lasts 7 days; if the scheduled delivery goes beyond that, we renew it for the remaining amount due.
• The Cleanik may change its prices at any time; the applicable price is the one shown when the order is confirmed.

5. Pickup and delivery

• Windows offered, Montreal time: Monday to Friday from 7 p.m. to 10 p.m.; Saturday and Sunday from 9 a.m. to 4 p.m. or from 4 p.m. to 10 p.m. A window can be booked up to 2 hours before it starts and up to 14 days in advance.
• The Customer prepares their items in a closed bag, ideally The Cleanik bag given free at the first pickup, and empties all pockets. The Cleanik is not responsible for objects left in clothing (money, jewellery, keys, electronic devices, documents).
• Contactless delivery is always offered: if the Customer is away, they may authorize drop-off or handover at a designated place (concierge, door, locker). The risk of loss then passes to the Customer when the drop-off is confirmed by photo.
• A missed pickup is free of charge: we schedule a new pickup with the Customer.
• A first missed delivery is free of charge: a new attempt is scheduled. After a second missed delivery, the services rendered are charged and the items are kept at our facility; a new delivery carries a $14.95 redelivery fee before taxes. No fee applies if the missed visit is our fault.
• Standard turnaround: 3 days for wash and fold, 4 days for other or combined services, counted from the pickup day. These are estimates: The Cleanik notifies the Customer of any delay as soon as possible.
• In case of bad weather, accident or force majeure, we notify the Customer and reschedule the visit at no charge.

6. Accepted and refused items

The Cleanik may refuse any item that, in its judgment, presents a risk: items soiled with hazardous or biological substances or infested (for example, bed bugs), items without a care label, leather, fur, silk, wedding dresses or undeclared high-value items. Refused items are returned without processing charges, after we notify the Customer by email or text message.

Processing follows the manufacturer's care labels. The Cleanik cannot guarantee the complete removal of all stains. Minor repairs (hem, button, small zipper) are free.

7. Liability and compensation

• The Cleanik is responsible for the items entrusted to it, from pickup to delivery, and takes care of them with prudence and diligence.
• In case of loss or damage caused by The Cleanik, compensation equals the item's value when it was entrusted to us, taking its age and wear into account, and not the price of a new item. Above $100 per item, an invoice or other proof of purchase is requested.
• The Cleanik is not responsible for damage due to a manufacturing defect, an incorrect or missing care label, normal wear, shrinkage or colour bleeding when the manufacturer's instructions were followed, or for objects left in pockets.
• Nothing in these terms limits the rights granted to the Customer by the Consumer Protection Act and the Civil Code of Québec, or The Cleanik's liability for its intentional or gross fault.

8. Claims

• The Customer reports any problem (missing item, damage, dissatisfaction, disputed item list) within 24 hours of delivery, from their order page or at contact@lacleanik.ca, with a description and photos if possible.
• The Cleanik responds within 3 business days and may ask for the item to be returned for examination.
• Depending on the case, The Cleanik offers free reprocessing, a credit or a refund, under section 7. The Customer chooses between a credit, available immediately, and a refund to their card, whose timing depends on their bank.

A report made after this deadline is still reviewed in good faith; the deadline helps verification and does not deprive the Customer of their legal remedies.

9. Cancellation and refunds

• The Customer may cancel their order free of charge from their account up to 24 hours before the pickup window starts. Less than 24 hours before pickup, they request cancellation from their account or by email, and we process it free of charge.
• After pickup, and as long as the order is not out for delivery, the Customer may request cancellation: an operating fee of $14.95 plus 10% of the order value, before taxes, applies to bring their items back. The exact amount is shown before the request is confirmed.
• Refunds are made to the original payment method within 15 days of cancellation, in accordance with the distance contract rules of the Consumer Protection Act.

10. Unclaimed items

If delivery is impossible (wrong address, repeated absences, declined payment), The Cleanik keeps the items and notifies the Customer by email and phone. The Customer has six months to schedule a new delivery. Without a response within 90 days of a final written notice, The Cleanik may dispose of the items in accordance with the Civil Code of Québec, including by donation to the Fondation Convergence Humaine. Amounts owed for the order remain due.

11. Subscriptions, credits and tips

No subscription, package, promotional code or gift card is offered during the launch period. When they are, they will be subject to the conditions shown at purchase; gift cards will not expire, as required by law.

A credit granted by The Cleanik is tied to the Customer's account, applies automatically to their next order, does not expire and cannot be exchanged for cash. After delivery, the Customer may leave an optional tip ($5 suggested, $100 maximum per order), charged separately to their card and paid in full to the driver.

12. Changes to these terms

The Cleanik may change these terms for future orders. The applicable version is the one in force when the order is placed; a change never alters the price or fees of an order already placed. We publish the new version on the website with its date and notify the Customer by email; they accept it before their next order. For a subscription, the Customer is notified in writing at least 30 days before a change takes effect and may then cancel at no charge.

13. Governing law and disputes

These terms are governed by the laws of Quebec. The Customer may apply to the court of their domicile, including the Small Claims Division of the Court of Québec. Nothing in these terms requires arbitration or prevents the Customer from taking part in a class action. They may also contact the Office de la protection du consommateur to learn about their rights.

14. Contact us

Clear Cotton Inc. (Coton Clair Inc.) · 25 Nash Street, Dollard-des-Ormeaux, Quebec H9B 2N9 · contact@lacleanik.ca · 263 378-8244

Customer service: by email or phone; we respond on business days.