Terms of Service

Laundry and linen care service agreement. This is a translation; in case of discrepancy, the French version prevails.

• Service provider : EXOTEX (« Exotex »)
• Phone : 438-304-3636

The client (“the Client”) is the person who accepts these terms when booking. Their name and contact details are those provided in the booking form. The date of the agreement is the date of that acceptance.

Article 1 – Purpose

This agreement sets out the conditions under which Exotex provides the Client with pickup, washing, drying, folding and delivery services for clothing, household linens and other eligible textile items.

Services are performed according to the terms agreed between the parties and Exotex’s availability.

Article 2 – Services offered

Exotex offers only the following services:

• Pickup of laundry at the Client’s home or at the agreed address.
• Water washing with appropriate laundry products.
• Machine drying or a drying method suited to the accepted items.
• Folding of clean laundry.
• Packing and preparation of orders.
• Delivery of clean laundry to the agreed address.

Article 3 – No dry cleaning service

IMPORTANT: EXOTEX DOES NOT OFFER ANY DRY CLEANING SERVICE.

Exotex only performs water washing, drying and folding. Consequently:

• Garments with a label stating “dry clean only” or “nettoyage à sec uniquement” are not accepted.
• Garments requiring professional chemical treatment or specialized cleaning are not handled.
• The Client must inform Exotex of any special care requirements for their garments.
• Exotex reserves the right to refuse any item whose treatment does not match the services offered.

The Client acknowledges having been informed of this limitation before handing over their laundry.

Article 4 – Client’s obligations

The Client agrees to:

• Check garment pockets before pickup.
• Remove personal items, jewellery, money, documents and other belongings.
• Separate and identify delicate garments or items needing special attention.
• Inform Exotex of significant stains, pre-existing damage or special instructions.
• Not hand over garments contaminated by hazardous products, chemicals or biological materials presenting a risk.
• Provide an accurate address and be available at the agreed times for pickup and delivery.

The Client remains responsible for items left in pockets, subject to the legal obligations applicable to Exotex.

Article 5 – Exotex’s responsibilities

Exotex agrees to:

• Handle laundry with care and diligence.
• Follow, as far as possible, the care instructions provided by the manufacturer.
• Keep different clients’ orders separate.
• Use washing products suited to the services offered.
• Inform the Client when an item presents a particular risk of damage or cannot be treated safely.
• Meet the agreed timelines, subject to circumstances beyond its control.

Exotex does not guarantee the complete removal of all stains, particularly old, set-in or permanent stains.

Article 6 – Refused items and service limits

Exotex may refuse:

• Garments requiring dry cleaning.
• Items labelled “dry clean only”.
• Leather, suede or fur garments requiring specialized treatment.
• Items presenting a risk of contaminating or damaging the order.
• Textiles whose care instructions are incompatible with the equipment or methods used by Exotex.

If an ineligible item is discovered after pickup, Exotex will contact the Client to arrange the return of that item.

Article 7 – Pricing and payment

The applicable rates are those in the price list published on Exotex’s website. They are communicated to the Client before the order is confirmed. The exact amount, established after weighing the laundry, is sent to the Client before delivery.

Payment must be made according to the terms agreed between the parties.

Any additional fee must be communicated to and accepted by the Client before it applies.

Article 8 – Turnaround

The usual turnaround is 24–48 h.

This may vary depending on the volume of laundry, equipment availability, pickup conditions and exceptional circumstances.

Exotex will inform the Client of any significant delay as soon as possible.

Article 9 – Damage, loss and claims

Exotex agrees to take reasonable precautions to protect the items entrusted to it.

In the event of loss, damage or a problem related to the treatment of the laundry, the Client must contact Exotex as soon as possible and provide the information needed to review the claim.

Exotex will review each situation reasonably, taking into account the initial condition of the garment, its care label, the information provided by the Client and the circumstances of the damage.

Nothing in this agreement is intended to exclude or limit any liability that cannot legally be excluded or limited, including under the laws applicable in Québec.

Article 10 – Cancellation and changes

The Client may request a change or cancellation by contacting Exotex before processing of the order begins.

Any applicable fees must be clearly communicated to the Client and comply with the laws in force.

Article 11 – Privacy

The Client’s personal information is used only as necessary to manage orders, pickup, delivery, billing and customer service.

Exotex agrees to take reasonable measures to protect this information in accordance with the laws applicable in Québec.

Article 12 – Acceptance

By accepting this agreement, by ticking the box provided when booking online or by signing it, the Client confirms that they:

• Have read the services offered by Exotex.
• Understand that Exotex does not offer any dry cleaning.
• Understand that only items compatible with water washing can be accepted.
• Accept the general terms set out in this agreement.

For online bookings, Exotex keeps the date and time of acceptance and the version of the terms accepted, and sends the Client a copy by email.

EXOTEX – Clean laundry, no hassle. For any question about an order, contact Exotex using the details above.