Frequently Asked Questions

Every Duffloo order includes wash, dry and fold, with free pickup and delivery^*. One Washer Hero picks up your laundry, washes it separately from anyone else's, and brings it back neatly folded.

Every order also includes our Standard Clothes Safeguard Plan, a discretionary service guarantee that provides service credits. It is not insurance, and exclusions apply.

Book on the web at app.duffloo.com or in the Duffloo app for iPhone or Android. Sign up with your email, or with Google or Apple, and book your first pickup straight away; you can confirm your email afterwards. You must be 18 or older.

A Washer Hero: an independent, police-checked provider trained to the Duffloo standard, who personally picks up, washes, dries, folds and delivers your order. Your laundry is washed separately from anyone else's. You can't choose a specific Washer Hero, and folding style can vary a little between orders.

No. Duffloo is wash, dry and fold only. Please don't send dry-clean-only items, and custom or special folding isn't guaranteed.

Yes. The minimum order is 20 lbs — about 1 to 2 full loads. If your laundry weighs less than 20 lbs, you are still charged for 20 lbs.

A minimum order is $30.48 before HST — $34.44 with it. That is $25.00 of laundry at $1.25/lb, plus a $3.99 Platform Service Fee and a $1.49 Trust & Safety Fee. 13% HST applies on top. Extras, and any distance surcharge for remote addresses, are added on top and shown before you confirm. Current rates are always on our pricing page and in the app.

You pay by weight: $1.25/lb with a 20 lb minimum, plus the $3.99 Platform Service Fee and $1.49 Trust & Safety Fee per order, plus any extras you choose. Use the calculator on our pricing page for an estimate; the final charge follows the weighed weight, and every charge is shown before you confirm or itemised on your receipt.

Add a credit or debit card in the app. Adding it doesn't charge it: you're charged once your Washer Hero has weighed your laundry and it's ready to be delivered. 13% HST is calculated on the final total, and your receipt itemises every charge.

Yes, in the app. 100% of your tip goes to your Washer Hero; Duffloo deducts nothing. Tips are charged after the order is completed, and no HST is charged on them.

No. Duffloo is pay-per-order. There are no subscriptions or contracts required.

Yes. Share your personal referral link and your friend gets $10 off their first order. You get $5 in Duffloo account credit once their first order is completed, and $5 more once their second is completed. Rewards are account credit, usable on Duffloo services and not redeemable for cash. See Refer a friend for the full details.

Yes, buy one here. Duffloo gift cards never expire and carry no dormancy fees. Any purchase fee is shown before you pay, and the recipient gets the full face value. They can be used for Duffloo services and aren't redeemable for cash except where the law requires.

Yes, and you can do it yourself in the app.

Cancel free up to one (1) hour before your scheduled pickup window, in the app or by calling 1-833-DUFFLOO. If you cancel less than an hour before, or during, your pickup window, a $12.99 + HST late cancellation fee is charged to your card on file. Once your laundry has been picked up, the order can't be cancelled.

You can also move your pickup and delivery dates once, yourself, from the order screen. After that, message your Washer Hero or contact support and we will sort it out.

Yes. Enter a discount code on the order summary screen before you confirm, and the discount is applied to your order and itemised on your receipt.

If a friend referred you, their referral code goes in its own box on the same screen — that one is for first orders only. Both can apply to the same order. Codes have no cash value, may expire, and can't be sold or posted publicly.

Pickups take place between 10:00 AM and 8:00 PM, in two windows you choose when you book: 10 AM – 3 PM or 3 PM – 8 PM. Deliveries are made between 8 AM and 8 PM. For a same-day pickup, place your order by 2 PM. Choose any open day when you book: the booking screen shows which days are open in your area.

We pick up and deliver across Toronto (Etobicoke, Scarborough, North York, East York, Downtown & Midtown, East End & Beaches, and West End & York) and in Concord (L4K). Enter your address when you book and the app confirms it before you pay. Addresses far from an available Washer Hero may carry a distance surcharge, always shown before you confirm. See all areas.

Orders of up to 20 lbs picked up by 4 PM are typically returned the next day^* by 8 PM.

Next-day delivery doesn't apply, and a day or more may be needed, when:

• your order is over 20 lbs (much larger orders can take several days)
• some of it is wet
• it includes large items
• it includes baby or kids' clothing
• you chose Low Heat or Hang Dry
• you are in a distant area

Traffic, weather and other things outside our control can also affect timing.

Yes. Pickup and delivery times may vary due to traffic, weather, route planning, or order complexity. Your Washer Hero will message you with updates through the app.

No. You can choose contactless pickup and delivery: leave your laundry in a secure, clearly labelled spot before your pickup window, and your Washer Hero collects it and brings it back the same way. When you choose contactless, the app asks you to accept a release: Duffloo and your Washer Hero aren't responsible for items left unattended at your door before pickup or after delivery, subject to your rights under Ontario's Consumer Protection Act, 2002.

No. Your Washer Hero sorts your laundry as needed. If something must be washed on its own (a new dark item that might bleed, for example), put it in its own bag and add a note to your order, because the contents of each bag are washed together. Colour bleeding isn't covered by the Clothes Safeguard Plan. Want bleach on your whites? Ask for it in the special instructions when you order, at no extra charge.

Yes. Choose "BYO Detergent" when you order and leave your detergent (and fabric softener or other products, if you like) with your laundry at pickup, in a sealed bag. Your Washer Hero uses it as directed and returns whatever is left with your delivery.

Yes. Choose the Hypoallergenic option when you order, at no extra charge, and your Washer Hero uses a gentle, fragrance-free detergent. Otherwise we use a premium scented detergent.

Choose one when you order:

• Normal Heat (default): suits most everyday clothing
• Low Heat: gentler on fabrics; some items take longer to dry
• High Heat: for thick, durable items; not for delicate or shrink-prone fabrics
• Hang Dry: items are hung or laid flat instead of machine-dried (hangers must be provided). Please bag and label hang-dry items separately.

Low Heat and Hang Dry take longer, so next-day delivery doesn't apply to them.

Some laundry needs extra handling, machine time or cleaning. Most extras (large items, baby and kids' clothing, wet laundry, and the Gold or Diamond Safeguard levels) are chosen at checkout and shown before you confirm. A few charges depend on the laundry's condition and are applied after your Washer Hero inspects it, even if you didn't select them: excessive pet hair, and a $22 sanitization and deep-clean fee where an order contains biohazard contamination such as an open diaper, urine or vomit. Every charge is itemised on your receipt with its reason, and extras can add time to delivery.

Large items start from $10.99 each. A large item is anything that has to be washed or dried on its own cycle because of its size, thickness or drying time. Add large items at checkout; we confirm them from a photo or video before the charge is confirmed, and may decline an item.

Pricing:

• $10.99 per item (standard): needs its own cycle in a regular machine, e.g. regular pillows, pillow-size plush toys, pet mats, thin duvets with plastic backing.
• $14.99 per item (oversized): too big for a regular machine or needs extra drying, e.g. comforters, extra-thick duvets, large blankets, thick or large mats, washable rugs, sleeping bags, parkas and heavy winter coats, pet beds.

Regular jackets and coats, bed sheets and covers, pillow covers and standard curtains are not large items; they're washed by weight with the rest of your order.

Orders with large items need longer machine time, so next-day delivery doesn't apply. If we can't safely wash or dry an item, we decline it and you aren't charged for it.

Yes: $0.29 per pound, on the baby and kids' portion of your order only. It covers the extra time small garments take to sort and fold; they are washed the same way as the rest of your order. Orders with baby or kids' clothing need a day or more, so next-day delivery doesn't apply.

Laundry heavily covered in pet hair, beyond normal household levels.

Pricing: $0.29 per pound. It pays for cleaning the washer and dryer before the next customer's order. It applies whenever excessive pet hair is found at inspection, even if you didn't select it, and the reason is shown on your receipt.

Duffloo does not guarantee lint or pet hair removal from your clothes; the fee covers equipment cleaning, not cosmetic results.

Laundry that is soaked, rain-exposed, or stored damp in bags.

Why is it charged extra?

Wet laundry is significantly heavier and harder to transport and handle at pickup.

Pricing:

• $0.60 per pound of wet laundry
• You tell us how much of your order is wet — either as a number of bags ("2 of my 4 bags") or as a percentage — and we charge that share of your order's weight
• Charged based on dry weight at delivery, not wet pickup weight
• Your Washer Hero sees the laundry at pickup and may correct the share if it is clearly wrong; any correction is shown on your receipt
• Next-day delivery doesn't apply to orders with wet laundry

Bags are only a way of describing how much of your order is wet — you are charged by weight, not by bag, so bag size does not change the charge.

Please send only washable items suited to a standard wash-and-fold cycle. Remove these before pickup:

• Shoes, purses, backpacks and other non-laundry items
• Dry-clean-only, delicate, leather, suede or worn-out garments
• Hazardous chemicals, weapons, sharps or needles
• Anything contaminated with blood, feces, urine, vomit, bugs or vermin

We may refuse or dispose of hazardous or contaminated items and refuse the order. If biohazard contamination (for example an open diaper, urine or vomit) means your Washer Hero has to sanitize their equipment, a $22 sanitization and deep-clean fee applies.

Bulky washable items such as comforters, sleeping bags and washable rugs are welcome as large items.

Please empty every pocket before your laundry is picked up. Your Washer Hero checks pockets as a courtesy, but that check is not a guarantee and small items are easy to miss.

You are responsible for items left in your laundry and for any damage they cause. Lipstick and other cosmetics, pens, markers, crayons, lighters, batteries, gum and similar items can melt, leak or smear in the wash or dryer — and once that happens the marks can transfer to other garments in the same load, even when lights and darks were separated, because residue is left behind in the drum. Duffloo and your Washer Hero are not responsible for damage caused by something left in your laundry, and that damage is not covered by the Clothes Safeguard Plan.

If a left-in item damages garments or means the machine has to be cleaned out or repaired before it can be used again, an Item damage & equipment cleanup fee of up to $100 may be charged. The amount reflects the cleanup actually required, you are told before it is charged, and it is only applied when the item and the damage it caused have been identified and recorded.

If your Washer Hero finds cash, jewellery, keys or similar, they will set it aside, note it in the app and return it to you, but please remove valuables before pickup. Duffloo isn't responsible for items left in laundry.

Every order includes our Standard Clothes Safeguard Plan at no extra charge. It is Duffloo's own service guarantee — our promise about how an order handled through the platform is put right, delivered as discretionary service credits. It is not insurance, it does not indemnify you, and it does not guarantee payment. Service credits have no cash value and can be used only for Duffloo services.

• Report a problem within 48 hours of delivery, in the app or in writing to support@duffloo.com. Reports made after 48 hours may not be eligible.
• You then have 7 days from delivery to send supporting evidence (photographs, proof of purchase, or anything else we ask for). We won't refuse a claim for late evidence if you made reasonable efforts to send it.
• Service credits are calculated at 60% of an item's retail purchase price and are issued at Duffloo's discretion. Proof of purchase or item value may be required.
• Service-credit limits by level — Standard: up to $30 per item and $150 per order. Gold ($0.45/lb): up to $45 per item and $300 per order. Diamond ($0.65/lb): up to $70 per item and $450 per order. Gold and Diamond are paid service upgrades that also include priority handling.
• Exclusions: ordinary shrinkage, holes or tears from normal laundering and wear, and colour bleeding are not covered, as these can occur in any standard laundering process.
• Nothing in the Plan limits your non-waivable rights under Ontario's Consumer Protection Act, 2002.

Full terms are on the Clothes Safeguard Plan page and in Terms of Service section 6.