Company Policies

1. Payment Policy

Payment is due at the time of dropoff. We accept cash, credit/debit cards, and digital payments (e.g., Venmo, PayPal). Orders will not be released until full payment is received.

Please note that prices are based on laundry weight/type of item and any special services requested. If you have questions about your total, feel free to ask before we begin your wash.

Fees may be added at pickup even if total has been paid at dropoff.

2. Late Policy

We kindly ask that completed laundry be picked up within 3 days of notification. A $10 per day storage fee will apply for each additional day unless you contact us in advance to make other arrangements.

Orders not picked up within 14 days may be considered abandoned and subject to donation or disposal.

3. Service & Liability Policy

We separate colors from whites for every load as part of our standard process. Any other special instructions (such as specific detergents, water temperature preferences, or delicate handling) must be provided at the time of drop-off. We do not provide dry cleaning or ironing services.

We will not wash items requiring special care, including "hand wash only," "dry clean only," or items made of delicate fabrics like silk, wool, lace, or rubber. All laundry will be processed using a standard wash and dry cycle, and by leaving your items with us, you acknowledge that they are suitable for this treatment.

While we take great care in handling your laundry, we are not liable for damage caused by improper labeling, unclaimed delicate items, or objects left in pockets. We do not guarantee stain removal or prevent shrinkage, color bleeding, or wear from normal washing.

Our liability for lost or damaged items, if due to our negligence, is limited to the cost of laundering, up to $50 per order.

4. Service Hours

Our operating hours:

• Monday - Friday: 7:00 AM - 8:00 PM
• Saturday: 8:00 AM - 6:00 PM
• Sunday: 9:00 AM - 5:00 PM
• Holidays: Limited hours (check website for details)

Pickup and delivery windows are available during operating hours. Same-day service is available for orders placed before 10:00 AM.

5. Pickup and Delivery

Our pickup and delivery policy:

• Free pickup and delivery for orders over $30
• $5 service fee for orders under $30
• 2-hour delivery windows for residential customers
• Scheduled routes for commercial clients
• Text/email notifications before arrival
• Leave laundry in designated area if not home (with prior arrangement)

6. Cleaning Standards

We maintain high standards for all laundry services:

• All items are inspected before cleaning
• Stains are pre-treated when possible
• Eco-friendly detergents are used unless otherwise requested
• Hypoallergenic options available upon request
• Items are sorted by color and fabric type
• Quality control inspection before return
• Items are neatly folded or hung as appropriate

7. Special Care Items

Please review our Service & Liability Policy (Section 3) before drop-off. In summary:

• Always check care labels before submitting laundry
• Provide any special instructions at the time of drop-off
• Items labeled hand wash only, dry clean only, or made of delicate fabrics are not accepted
• We do not provide dry cleaning, ironing, or non-standard wash cycles

8. Environmental Policy

We are committed to environmental sustainability:

• Use of biodegradable and eco-friendly detergents
• Energy-efficient washing machines and dryers
• Water conservation measures in all processes
• Recyclable packaging for returned laundry
• Donation program for unclaimed items
• Regular equipment maintenance for efficiency

9. Customer Service

Our commitment to customer satisfaction:

• 24/7 customer support via phone and email
• Real-time order tracking through our app/website
• Satisfaction guarantee - we'll re-clean items if needed
• Order corrections or service disputes must be reported within 2 days of receiving your laundry
• Damage or loss claims must be reported within 2 days (48 hours) of pickup or delivery
• Liability for lost or damaged items is governed by our Service & Liability Policy (Section 3)
• Loyalty rewards program for regular customers
• Referral bonuses for new customer recommendations
• Regular customer feedback surveys

10. Lost and Found

For lost or unclaimed items:

• Items found in pockets are held for customer pickup
• When your order is marked ready for pickup, you may pick it up during operating hours (see our Late Policy in Section 2 for pickup timelines and storage fees)
• If you cannot pick up your order, you may request delivery by paying the applicable delivery fee
• Orders not picked up within 14 days may be considered abandoned and subject to donation or disposal
• High-value found items are secured separately
• Customers are notified of valuable items found

11. Commercial Services

Commercial and small business accounts receive recurring scheduled pickup & delivery service billed via monthly subscription. The following terms apply:

• All commercial accounts must be approved by Ohana Wash before service begins.
• A monthly subscription fee is charged on the 1st of each month via Square. This fee is credited to the account as a laundry balance.
• Each completed pickup is deducted from the monthly balance at the applicable per-pound rate.
• If the total cost of pickups in a given month exceeds the subscription balance, the overage is automatically charged to the card on file.
• Unused balance does not carry over. Any remaining balance at the end of the billing month is forfeited. Balances reset to the subscription amount on the 1st of each new month.
• No refund is issued for unused balance at the time of cancellation or pausing.
• The monthly subscription fee must be paid regardless of whether pickups occur that month, unless the subscription is paused in advance (see Section 13).
• Specialized rates are available for hospitality, healthcare, fitness, and other industries.
• Small business accounts qualify for a reduced monthly fee and per-pound rate.

12. Health and Safety

We prioritize health and safety:

• Regular sanitization of all equipment and facilities
• Contactless pickup and delivery options
• Staff health screening and training
• Proper handling of soiled linens and contaminated items
• Compliance with all local health department regulations
• OSHA-compliant workplace safety standards

13. Subscription Services

Commercial and small business subscription members agree to the following terms:

• Monthly billing: Your subscription fee is charged automatically on the 1st of each month via Square. The fee is applied as your laundry balance for that month.
• No balance rollover: Unused laundry balance expires at the end of each billing month and does not carry over. Each month begins with a fresh balance equal to the subscription fee. There are no exceptions or credits for unused balance.
• Overages: If pickup costs exceed your monthly balance, the difference is automatically charged to your card on file. You are responsible for all overage charges.
• Pausing: You may pause your subscription at any time from your commercial portal. Pausing suspends your Square subscription for one billing cycle. No charge is made during a paused month, and no pickups are scheduled. Pausing takes effect for the next billing cycle — if your subscription has already been charged for the current month, that charge is non-refundable.
• Resuming: Your subscription automatically resumes on the 1st of the month following a pause. You may also resume early from your portal at any time.
• Cancellation: You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. No refunds are issued for the current month's fee already charged. Any unused balance at cancellation is forfeited.
• Card on file: A valid card must remain on file for your subscription to stay active. Failed payments may result in service suspension.
• Subscription pricing may change with 30 days' advance notice.

14. Contact Us

For questions about our policies or services, please contact us at:

• Email: aloha@ohanawash.com
• Phone: (808) 358-0093
• Address: King Laundromat, 1003 Pensacola St, Honolulu, HI 96814
• Hours: Monday - Friday, 8:00 AM - 6:00 PM HST