Service Policies

Please review our service policies before requesting a pickup. By submitting laundry to HigherUp Laundry, you agree to the policies below.

Pricing & Minimum Order
Laundry is charged based on the actual weight of your order. One-Time/As-Needed Service is $2.70 per lb. Weekly Recurring Service is $2.35 per lb. A $50 minimum applies to all orders. Pickup and delivery are included.

Add-Ons & Stain Treatment
Optional laundry add-ons are charged in addition to standard wash-and-fold pricing at the rates shown when requesting service. Stain pre-treatment is $3 per 5 items. Customers selecting stain treatment must identify the specific items or types of clothing requiring treatment and provide an approximate quantity. HigherUp Laundry will make a reasonable effort to treat identified stains; however, complete stain removal is not guaranteed. Additional or excessive stain treatment may require customer approval and an additional charge before service is performed.

Oversized Items

Oversized items are included in the total order weight and charged at the applicable per-pound rate, plus a $30 oversized-item surcharge per item. The surcharge applies to items that require an entire standard washer or dryer load because of their size or bulk, such as queen- and king-size comforters, bulky comforters, sleeping bags, and large washable pet beds.

Oversized items are counted individually. For example, an order containing four oversized items will include four oversized-item surcharges. Standard blankets, sheets, and other bedding that can be processed normally with the rest of your laundry are charged only by weight.

Pickup & Delivery

Pickup and delivery are included with all qualifying orders within our service area. Customers do not need to be home but must leave laundry securely bagged and accessible at the confirmed pickup location.

Standard turnaround is approximately 48 hours from pickup. We will communicate with you if unexpected circumstances require additional time.

Please make sure your laundry is ready and accessible during your confirmed pickup window. If we are unable to access or locate your laundry, the pickup may need to be rescheduled.

Payment & Final Charges

Payment is due once laundry has been weighed and the final invoice has been issued. Final charges are based on the actual weight of the laundry, plus any selected add-ons or applicable additional charges. Clean laundry will not be returned until payment has been received.

If payment is not received within 10 days of the invoice being issued, the account will be considered past due. HigherUp Laundry may suspend future service and will continue to hold completed laundry pending payment. HigherUp Laundry will make reasonable attempts to contact the customer using the contact information provided with the order.

Unpaid or unclaimed laundry remaining in our possession will be handled in accordance with applicable Kentucky law, including any required notice and waiting periods before the property may be sold, donated, or otherwise disposed of.

Garment Care & Liability

HigherUp Laundry takes reasonable care when handling and laundering all items. Garments will be cleaned according to the care instructions provided on the garment label whenever available.

HigherUp Laundry is not responsible for damage resulting from normal wear and tear, pre-existing damage, weakened or defective fabrics, loose buttons, faulty zippers, color bleeding, shrinkage, or inaccurate/missing care labels.

Customers are responsible for identifying items requiring special care before pickup. Items that should not be machine washed or dried should not be included with regular laundry unless specifically discussed with HigherUp Laundry in advance.

Items Left in Pockets

Customers are responsible for checking and emptying all pockets before pickup. HigherUp Laundry is not responsible for items left in pockets or for damage caused by items left inside clothing, including pens, markers, cosmetics, gum, money, jewelry, electronics, or other personal belongings.

If personal items are discovered during processing, we will make a reasonable effort to return them with your laundry. However, HigherUp Laundry cannot guarantee that items left in pockets will be found or returned.

Prohibited & Heavily Soiled Items

HigherUp Laundry reserves the right to refuse laundry that is unsafe, excessively soiled, unsanitary, or unsuitable for standard wash-and-fold service. This includes laundry contaminated with human or animal waste, excessive bodily fluids, pests or evidence of infestation, hazardous substances or chemicals, excessive pet hair, mold, mildew, or other conditions that could contaminate equipment or other customers' laundry.

HigherUp Laundry will also refuse laundry containing illegal drugs, suspected illegal-drug residue, drug paraphernalia, or a strong odor reasonably suspected to be associated with illegal-drug use or contamination.

If an issue is discovered after pickup, service may be discontinued. HigherUp Laundry will contact the customer regarding the order, and items that cannot be safely processed may be returned unwashed when reasonably possible.

Special-Care Items

Items requiring special care, including dry-clean-only, hand-wash-only, or items with unusual care instructions, should be identified before pickup. HigherUp Laundry reserves the right to decline any item that cannot be safely processed through our standard laundry service.

Cancellations & Rescheduling

We understand that plans change. Please contact HigherUp Laundry as soon as possible if you need to cancel or reschedule a pickup.

Laundry must be bagged and accessible at the confirmed pickup location. If laundry is not available or cannot be accessed when we arrive, the pickup may need to be rescheduled. Repeated missed pickups may result in a service fee or HigherUp Laundry declining future pickup requests.

Right to Refuse Service

HigherUp Laundry reserves the right to refuse or discontinue service when an order cannot be safely or reasonably processed, violates our service policies, presents a health or safety concern, or contains items outside the scope of our standard wash-and-fold service.

If an order is declined after pickup, we will contact the customer and arrange for the laundry to be returned unprocessed when reasonably possible.