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 (EIN: 42-2647554) 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 $150.00 per order in account credit with Garment Protection, or $30.00 per order without.
See our full Prohibited Items Policy →
10. Service Quality & Compensation
Final text for this section is being reviewed and will be posted here.
11. 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.
Final text for this section is being reviewed and will be posted here.
12. 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.
13. Intellectual Property
Final text for this section is being reviewed and will be posted here.
14. Acceptable Use
Final text for this section is being reviewed and will be posted here.
15. Account Suspension & Termination
Final text for this section is being reviewed and will be posted here.
16. Dispute Resolution & Arbitration
Final text for this section is being reviewed and will be posted here.
17. Modifications to These Terms
Final text for this section is being reviewed and will be posted here.
18. Miscellaneous
Final text for this section is being reviewed and will be posted here.
19. 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.
Final text for this section is being reviewed and will be posted here.
20. 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 decline, your bag comes back unwashed, a $6.99 fee applies and the rest of the bag price is refunded. Over 25 lbs counts as a second bag.
Final text for this section is being reviewed and will be posted here.
21. 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.
Final text for this section is being reviewed and will be posted here.
22. 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.
Final text for this section is being reviewed and will be posted here.
23. 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.
Final text for this section is being reviewed and will be posted here.
24. Referral Program
A referred friend gets one free Essential bag. One free bag per card, phone number and address. Referral codes may have use limits, and LOD may end a code that is misused.
Final text for this section is being reviewed and will be posted here.
25. Text Messages (SMS)
By giving us your phone number you agree to receive order texts from LOD: a sign-up verification code, pickup and delivery updates, and overage approval requests. Reply STOP to opt out or HELP for help. Msg and data rates may apply.
Final text for this section is being reviewed and will be posted here.