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Policies & Procedures

These policies and procedures are in place to help me serve every client to the best of my ability while maintaining a safe, clean, and respectful laundry environment for all.

Sweet Home Laundry reserves the right to decline or discontinue service at any time.

1. Scheduling, Pickup & Communication

Once you schedule your pickup time, I’ll reach out shortly to confirm a few details. This is the perfect time for us to talk through anything important, detergent preferences, items you prefer not to be dried, where your laundry will be left, or whether you’ll be home during pickup.

On pickup day, I’ll arrive at your scheduled time and either meet with you or simply pick up the laundry, whichever you prefer.

Once your items arrive back at my home, each piece is thoroughly checked. I inspect pockets for left-behind items, look for stains, and sort laundry carefully — darks with darks, lights with lights, whites separately, and so on. I wash and treat every order as if it were my own. I’m very detail-oriented, and if I have any questions at any point during the process, I’ll reach out by text or call to make sure we’re on the same page.

2. Invoicing & Payment

After I’ve reviewed the order, I'll send over an invoice. There is no rush to pay, payment is due before delivery.

I typically send invoices the evening of pickup. For very large orders that may take longer than 48 hours to complete, I usually wait until closer to the end of the job to invoice. I don’t believe in billing in advance for work that I know may take several days, and I never expect payment before your order is finished.

3. Delivery & Drop-Off

Once I have a clear idea of how long your order will take to process, I’ll communicate a delivery time with you. You do not need to be home for delivery as long as there is a safe, agreed-upon place for me to leave your order.

4. Laundry Acceptance & Safety Guidelines

(What I Can & Cannot Wash)

To protect myself, my home, my equipment, and all clients, there are certain items I’m unable to accept.

I cannot accept laundry with heavy smoke odors (including but not limited to cigarette, marijuana, or fire/smoke damage) or excessive pet hair, as these can transfer to other orders.

For safety reasons, I cannot accept items that are considered biohazardous, including clothing or bedding heavily soiled with bodily fluids. This includes items containing blood, urine, feces, vomit, or similar substances. Normal food spills are completely fine and can often be pre-treated or soaked.

Additionally, I cannot accept items containing bugs, pet droppings, or infestations of any kind. These policies are strictly in place to maintain a safe, sanitary environment for myself, my home, and other clients’ laundry.

If you’re ever unsure whether an item is acceptable, please reach out before scheduling, I’m always happy to clarify.

5. Special & Oversized Items

Some items require special consideration.

\nRuggables: I do not wash client ruggables, as I’m unable to determine the level of dirt, debris, or buildup they may contain.
\nLarge comforters: Most king-size comforters are completely fine, as I regularly wash my own.
\nExcessively large or bulky items: If you’re unsure whether an item is too large, please ask before booking so we can discuss it ahead of time.

6. Why These Guidelines Matter

Because all laundry is processed in a shared, in-home environment, these guidelines help ensure a safe, clean, and consistent experience for everyone. They allow me to provide high-quality service while protecting my home, equipment, and each client’s items from cross-contamination. Thank you for understanding and for helping me maintain a laundry service that’s safe, respectful, and reliable for all.

7. Turnaround Time & Delays

My standard turnaround time is 24–48 hours from pickup. In most cases, orders are completed well within that window.

On rare occasions, typically with very large orders, processing may take longer. If I feel your order will extend beyond 48 hours, I will always let you know upfront so expectations are clear and there are no surprises.

Clear communication is important to me, and I’ll keep you informed throughout the process.

8. Cancellations & Rescheduling

I’m more than happy to reschedule or cancel an appointment, as long as I’m notified at least 2 hours in advance.

Pickup times are often planned around work schedules and family commitments, so advance notice allows me to reconfigure my day and serve all clients as smoothly as possible. Thank you for being mindful of my time and schedule.

9. Damage or Lost Item Policy

If you believe an item has been lost or damaged, please contact me as soon as possible. I take these concerns seriously and will do my best to make it right.

Questions or Concerns

If you have any questions or concerns at all, please don’t hesitate to reach out using the Contact Us link below. I’m always happy to help clarify anything and ensure you feel confident and comfortable with your service.

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