These Terms of Service ("Terms") constitute a legally binding agreement between you and Offload USA, Inc. ("Offload," "we," "our," or "us") governing your access to and use of the Offload website at offloadusa.com, our mobile application, and all related services (collectively, the "Services").
By creating an account, accessing, or using our Services, you confirm that you are at least 18 years old, have read and understood these Terms, and agree to be legally bound by them. If you do not agree to these Terms, you may not access or use the Services.
These Terms incorporate by reference our Privacy Policy and any additional policies, guidelines, or rules we make available through the Services.
Offload operates an on-demand laundry pickup, cleaning, and delivery marketplace that connects customers ("you") with independent laundry service providers and laundromat partners ("Laundry Partners") through our technology platform.
Offload's platform allows you to:
Offload is a technology platform — not a laundry service, dry cleaning business, or delivery company. We do not perform laundry services ourselves. We connect you with independent Laundry Partners who provide those services.
Offload offers multiple service levels, including standard Wash & Fold (bag-based pricing), dry cleaning, delicate item handling, and special item services (e.g., comforters, rugs). Specific pricing and service options are displayed in the app at the time of ordering. Service availability may vary by location.
To use the Services, you must create an account by providing accurate, current, and complete information including your name, email address, phone number, and billing address. You agree to update your account information promptly if it changes.
You are solely responsible for maintaining the confidentiality of your account credentials. You must not share your account with any third party. You are responsible for all activity that occurs under your account, with or without your authorization.
If you believe your account has been compromised, you must notify us immediately at support@offloadusa.com. Offload is not liable for any loss resulting from unauthorized use of your account.
The Services are available only to individuals who are 18 years of age or older and who can form legally binding contracts under applicable law. By creating an account, you represent and warrant that you meet these requirements.
You may maintain only one personal customer account. Creating multiple accounts to abuse promotions, referral programs, or service policies is prohibited and may result in account termination.
Orders are placed through the Offload app or website. When you submit an order, you are making an offer to purchase services from a Laundry Partner at the prices and conditions displayed. Offload confirms your order upon acceptance by a Laundry Partner.
Standard Wash & Fold services are priced by the bag. Your quoted price at checkout is based on a standard bag size. If your laundry exceeds the standard bag weight or volume, overage charges will apply as disclosed in the app. You will be notified of any overages before your card is charged for the excess amount.
By placing an order, you authorize Offload to charge your payment method on file for all applicable fees, including:
When you place an order, Offload may place a temporary authorization hold on your payment method in an amount greater than your estimated order total. This hold accounts for potential adjustments including actual laundry weight, special handling, or overstuffed bags. The hold amount is disclosed at checkout. You will be charged the final, verified order amount upon service completion. Temporary holds typically release within 3–5 business days if not captured, though timing varies by financial institution.
Charges for completed and delivered orders are final and non-refundable, except as expressly provided in Section 5 (Garment Damage) or as required by applicable law. By placing an order, you authorize Offload to charge your payment method the final order amount upon service completion.
If your laundry order exceeds the standard bag weight or volume, a per-pound or per-item overage fee will apply as displayed in the app at the time of pickup. Offload will notify you of any significant overages. You have the option to remove excess items before the order proceeds.
Tips are entirely optional. If you choose to tip, 100% of your gratuity is passed directly to your Laundry Partner, less applicable payment processing fees. Tipping does not affect the quality or priority of your service. You may adjust your tip within 24 hours of delivery through the app.
You may cancel an order without charge before a Laundry Partner has been dispatched. If you cancel after a Laundry Partner is en route to your pickup location, a cancellation fee of up to $10.00 may be applied. Orders that have been picked up and are in process cannot be cancelled.
Completed and delivered orders are generally non-refundable. Offload may, in its sole discretion, issue credits or partial refunds for documented service failures. For garment damage or loss claims, see Section 5 below. Offload may also correct pricing errors and cancel or adjust orders where inaccuracies exist.
If you subscribe to an Offload membership plan, your subscription automatically renews at the end of each billing period at the then-current rate unless you cancel before the renewal date via your account settings. Offload will provide advance notice of any price changes before they take effect. If you cancel within 30 days of your initial paid subscription and have not used the Services during that period, you may request a full refund of the subscription fee.
Your card provider may supply Offload with updated payment card details to prevent service interruptions. You are responsible for keeping your payment information current. Offload may use updated card information provided by your card issuer.
You are responsible for all applicable sales, use, or other taxes arising from your transactions through the Services, other than taxes on Offload's net income. Taxes are calculated based on your service location and applicable rates.
Offload uses commercially reasonable efforts to prevent damage to or loss of your garments. However, professional laundering involves inherent risks, including those arising from the condition of garments at pickup, care label requirements, and the nature of laundry processing.
Offload and its Laundry Partners are not responsible for:
If you believe a garment was lost or damaged due to Offload's error, you must:
Failure to notify Offload within the 14-day period constitutes a waiver of your damage or loss claim. Offload will acknowledge your claim within 24 hours of receipt and resolve it within 5 business days.
Subject to review and verification, Offload may reimburse you up to the lesser of:
Reimbursement is at Offload's reasonable discretion based on documented evidence. Items covered by manufacturer warranties should first be presented to the manufacturer. Reimbursement will be reduced by any amount recovered through such warranties.
Offload's garment reimbursement limits are separate from, and do not reduce, the aggregate liability cap in Section 8.
Garments or items not retrieved within 90 days of a delivery notification or failed pickup attempt may be donated to a charitable organization or disposed of at Offload's discretion, without further liability to you.
Offload is a technology platform that connects customers with independent laundry service providers and drivers. Offload is not a laundry service, dry cleaning business, or delivery company and does not itself perform laundry or delivery services.
Laundry Partners — including laundromat operators, wash-and-fold workers, and delivery drivers — are independent contractors. They are not employees, actual agents, apparent agents, ostensible agents, or joint venturers of Offload in any way. Offload does not supervise, direct, or control the manner or means by which Laundry Partners perform their services.
Nothing in these Terms or your use of the Services creates an employer-employee, partnership, joint venture, or agency relationship between you, Offload, and any Laundry Partner. Laundry Partners have no authority to bind Offload, make representations on Offload's behalf, or incur obligations in Offload's name.
Nothing in these Terms limits or excludes any warranties, conditions, or other terms that cannot lawfully be excluded under applicable consumer protection legislation.
The limitations and disclaimers in this Section do not purport to limit liability or alter your rights as a consumer to the extent they cannot be excluded under applicable law. Because some states or jurisdictions do not allow the exclusion or limitation of consequential or incidental damages, Offload's liability in such states or jurisdictions shall be limited to the maximum extent permitted by law.
You agree to defend, indemnify, and hold harmless Offload USA, Inc. and its officers, directors, employees, agents, licensors, affiliates, and successors (collectively, "Offload Parties") from and against any and all claims, demands, actions, losses, liabilities, damages (actual and consequential), costs, and expenses (including reasonable attorneys' fees and expert fees) arising out of or in connection with:
Offload will provide you with written notice of any such claim. Your indemnification obligation shall not be reduced by any failure of Offload to provide timely notice, except to the extent you are materially prejudiced by such failure.
Before initiating any formal dispute proceeding, you and Offload agree to attempt in good faith to resolve any dispute informally. You must provide Offload written notice of the dispute at legal@offloadusa.com, including: (i) your full name and account email; (ii) a detailed description of the dispute and the relevant transaction; and (iii) the specific relief sought, including any dollar amount. Offload will respond within 30 days. If the dispute is not resolved within 60 days of your notice, either party may commence arbitration. Statutes of limitations and filing deadlines are tolled during this informal resolution period.
Except as provided in Section 10.5, any dispute, claim, or controversy arising out of or relating to these Terms, your use of the Services, any garment handling, or your relationship with Offload ("Claim") shall be resolved exclusively by binding individual arbitration administered by JAMS under its Streamlined Arbitration Rules and Procedures, except that for Claims exceeding $250,000, the Comprehensive Arbitration Rules and Procedures apply. Judgment on the arbitration award may be entered in any court of competent jurisdiction. The arbitrator may award any relief that a court of competent jurisdiction could award, limited by these Terms.
This Arbitration Agreement is governed by the Federal Arbitration Act (9 U.S.C. § 1 et seq.) to the fullest extent possible. If the FAA does not apply, the law of the State of New York governs this Arbitration Agreement.
The arbitrator, and not any court, shall have exclusive authority to resolve any dispute relating to the interpretation, applicability, enforceability, or formation of this Arbitration Agreement, except that any challenge to the Class Action Waiver (Section 10.7) shall be decided by a court of competent jurisdiction, not an arbitrator.
The following Claims are not subject to mandatory arbitration:
Arbitration shall take place in the county of your primary residence, or via videoconference by mutual agreement. Offload will pay all arbitration-specific fees (arbitrator compensation and JAMS filing fees) for Claims that do not exceed $75,000, provided your Claim is not determined to be frivolous under applicable federal standards. Each party is otherwise responsible for its own attorneys' fees and legal costs.
If 25 or more similar Claims are filed against Offload by the same or coordinated counsel within a 90-day period, JAMS may consolidate such Claims into batches of up to 100 per batch, with a single management conference and administrative fee per batch. This provision shall not otherwise limit individual rights.
You may opt out of this Arbitration Agreement within thirty (30) days of first accepting these Terms by sending written notice to legal@offloadusa.com with the subject line "ARBITRATION OPT-OUT" and including your full name, account email address, and a clear statement of your intention to opt out. Opting out does not affect any other provision of these Terms. If you do not opt out within 30 days, you will be deemed to have agreed to this Arbitration Agreement.
This Arbitration Agreement survives termination of your account or these Terms. If any portion of this Arbitration Agreement (other than the Class Action Waiver) is found invalid or unenforceable, that portion shall be severed and the remainder shall be given full force and effect.
Offload's collection, use, and disclosure of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Services, you acknowledge that you have reviewed and consent to the practices described in our Privacy Policy.
By providing your mobile phone number, you consent to receive SMS messages and push notifications from Offload regarding your orders, pickups, deliveries, account activity, and promotional offers. You may opt out of promotional SMS at any time by replying STOP. Standard message and data rates may apply. Consent to SMS is not a condition of purchasing our Services.
Payment information is processed by third-party payment processors. Offload does not store full payment card numbers on its servers. Your use of our payment services is also subject to the applicable payment processor's terms and privacy policy.
By providing a wireless phone number, you authorize your wireless carrier to disclose your account information (including name, device identifier, and billing address) to Offload for identity verification and fraud prevention purposes.
The Services are not directed to individuals under the age of 13. We do not knowingly collect personal information from children under 13. If you believe a child under 13 has provided personal information, contact us at privacy@offloadusa.com and we will promptly delete such information.
Offload does not warrant that the Services will be available at all times. The Services may be interrupted for maintenance, upgrades, emergency repairs, or circumstances beyond Offload's control. Offload will use commercially reasonable efforts to minimize downtime and provide advance notice of scheduled maintenance where practicable.
Offload shall not be liable for any delay, failure, or interruption in the Services resulting from circumstances beyond Offload's reasonable control, including without limitation: acts of God, natural disasters, pandemic or epidemic, fire, flood, severe weather, governmental action or regulation, labor disputes, war, terrorism, infrastructure failures (including internet or power outages), cyberattacks by third parties, or acts of third parties (including Laundry Partners). In such circumstances, Offload will make commercially reasonable efforts to notify affected users and restore service as soon as practicable.
Offload shall not be responsible for any failure by Laundry Partners to complete services due to circumstances beyond such partners' control, including equipment failure, transportation disruptions, or personal emergencies, provided Offload makes reasonable efforts to arrange an alternative Laundry Partner within a commercially reasonable time.
The Services are available in select geographic areas. Offload reserves the right to expand or reduce its service area at any time without notice. Service availability, pricing, and features may vary by location.
You may close your Offload account at any time by contacting support@offloadusa.com or using the account deletion function in the app. Termination does not relieve you of any obligations incurred prior to termination, including payment for completed services and outstanding fees.
Offload may suspend or permanently terminate your account at any time, with or without notice, for any reason, including:
Upon termination: (i) all rights and licenses granted to you under these Terms immediately cease; (ii) Offload may delete your account data and content, subject to our Privacy Policy; (iii) no refunds will be issued for amounts already paid, except as required by applicable law or these Terms.
If your account is terminated by Offload for cause, you may not create a new account without Offload's express prior written consent.
The following provisions survive termination of your account or these Terms: Sections 5 (Garment Damage), 8 (Limitation of Liability), 9 (Indemnification), 10 (Dispute Resolution and Arbitration), 11 (Privacy), 15 (Governing Law), and all definitions and General Provisions.
Offload reserves the right to modify these Terms at any time. For material changes, we will provide at least 30 days' advance notice via email to your registered address or through a prominent notice in the app. Non-material changes (such as typographical corrections, formatting updates, or clarifications that do not affect your rights) may take effect immediately upon posting.
Your continued use of the Services after the effective date of any modified Terms constitutes your acceptance of the changes. If you do not agree to the modified Terms, you must discontinue using the Services and may close your account. The date of the most recent revision is displayed at the top of this page.
These Terms and any dispute arising out of or related to these Terms or the Services shall be governed by the laws of the State of New York, without regard to its conflict of law provisions, except as provided in the Arbitration Agreement above (which is governed by the Federal Arbitration Act).
To the extent any dispute is not subject to arbitration, you and Offload consent to the exclusive personal jurisdiction and venue of the state and federal courts located in New York County, New York.
These Terms, together with our Privacy Policy and any other policies incorporated by reference, constitute the entire agreement between you and Offload regarding the Services and supersede all prior agreements, representations, and understandings.
If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.
Offload's failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision. Any waiver of a specific provision must be in writing and signed by Offload.
You may not assign or transfer your rights or obligations under these Terms without Offload's prior written consent. Offload may freely assign its rights and obligations under these Terms, including in connection with a merger, acquisition, or sale of assets.
By using the Services, you consent to receiving communications from Offload electronically, including via email and in-app notifications. These electronic communications satisfy any legal requirement that such communications be in writing.
If you submit reviews, feedback, photos, or other content through the Services ("User Content"), you grant Offload a non-exclusive, royalty-free, worldwide, sublicensable, transferable license to use, reproduce, display, and distribute your User Content in connection with operating and improving the Services. You represent that you have the right to grant this license.
The Services and all content, features, and functionality therein (including text, graphics, logos, trademarks, and software) are owned by Offload or its licensors and are protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, sell, or lease any part of the Services without Offload's express prior written consent.
These Terms do not and are not intended to confer any rights or remedies on any third parties.
For questions about these Terms or the Services, contact us at:
For written legal notices including arbitration opt-out requests, please use legal@offloadusa.com with the appropriate subject line.