Policies & Procedures
Effective Date: August 2026
Laundry On The Go is committed to providing dependable, careful, and professional laundry pickup and delivery services. These Policies & Procedures establish the operating standards I follow when receiving, processing, packaging, and returning customer laundry. These procedures work alongside the Laundry On The Go Service Agreement. They do not intend to replace or repeat the customer terms contained in that agreement.
1. Customer Order Intake - Each laundry order should be properly documented before processing begins. Order information may include customer name, phone number, pickup and delivery information, date of pickup, services requested, special instructions, applicable pricing or additional services, payment status - Orders should be reviewed for completeness before laundry is processed.
2. Laundry Identification & Separation - Each customer’s laundry will be kept identifiable and separated from the other customers’ laundry throughout the processing cycle. Laundry should remain with the appropriate customers order from pickup through completion and delivery.
3. Initial Laundry Inspection - Upon receiving an order, the laundry should be visually inspected before washing whenever reasonably possible. The inspection is intended to identify visible stains, excessive soil delicate or fragile items, items requiring special care, existing damage, unusual odors or conditions, items that may require clarification before processing. If a concern is identified that requires customer input, processing may be paused until the issue is addressed.
4. Sorting Procedure - Laundry should be sorted appropriately before washing, Sorting may be based on: color, fabric type, washing instructions, temperature requirements, drying requirements, customer instructions - Laundry should be sorted in a manner intended to reduce the risk of color transfer, shrinking, damage, or improper care.
5. Washing Procedure - Laundry will be washed using appropriate laundering practices based on the items and instructions provided. Before starting a load: Verify the customer order. Confirm the load has been properly sorted. Review visible care labels when appropriate. Review any customer special instructions. Select appropriate washing settings. Using the appropriate amount of laundry products. Check the load before starting the machine. Special instructions should be followed whenever they are reasonably clear and compatible with the service being provided.
6. Drying Procedure - Drying settings should be selected according to the type of laundry and available care instructions. Items that require special drying methods should be handled accordingly when the requested care can reasonably be provided. Laundry should be checked after drying to identify items that may require additional attention before folding or packaging.
7. Folding & Finishing - Once laundry is clean and dry, it should be folded or otherwise finished according to the service selected. Laundry should be handled neatly and prepared for return to the customer. Items requiring special handling should be addressed before the order is packaged.
8. Special Instructions - Customer instructions should be recorded with the order whenever possible. Special Instructions may include: preferred detergent, no fabric softener, specific washing temperatures, air drying, special handling requests, folding preferences, other reasonable laundry-care instructions - If an instruction is unclear, unsafe, conflicts with an item’s care requirements, or cannot reasonably be completed, the customer should be contacted before proceeding when possible.
9. Stain Treatment Procedure - When stain treatment is required or appropriate, reasonable efforts may be made to treat the stain before laundering. The type of stain, fabric, age of the stain, and previous treatments should be considered when determining whether treatment is appropriate. Aggressive treatment should not be used when it could reasonably cause damage to the fabric. The customer-facing terms regarding stains and stain removal expectations are addressed in the Service Agreement.
10. Handling Items Requiring Attention - If an item appears unusually fragile, damaged, improperly labeled, or otherwise unsuitable for the requested service, processing should be paused when appropriate. The issue should be documented and the customer contacted when customer approval or additional instructions are needed. The item should not be processed in a manner that knowingly creates an unreasonable risk of damage.
11. Laundry Products - Laundry products should be used responsibly and according to their intended purpose. Products should be stored securely and kept away from children, pets, and unauthorized individuals. Laundry On The Go should avoid mixing products in a manner that could create a dangerous reaction. Customer-requested products may be used when they are provided and are reasonably safe and appropriate for the laundry being processed.
12. Equipment & Work Area - Laundry equipment and work area should be kept clean and maintained in good working conditions. Routine procedures should include cleaning lint filters, keep machines and surrounding areas clean, checking equipment for unusual problems, keeping laundry areas organized, addressing spills properly, keeping cleaning and laundry products properly stored, removing complete orders from active work areas - Equipment should not knowingly be operated when doing so creates an unreasonable safety risk.
13. Clean Laundry Handling - Clean laundry should be handled separately from dirty laundry. Clean laundry should be placed in a clean area after processing and kept protected from unnecessary contamination. Clean and finished orders should be packaged in a manner appropriate for pick-up and delivery.
14. Order Completion Check - Before an order is marked completed a final check should be conducted when reasonably possible. The check may include confirming the correct customer order, confirming requested services were completed, confirming laundry is dry, checking that laundry has been folded or finished appropriately, checking for obvious items left behind, confirming special instructions were addressed, preparing the order for return
15. Packaging & Delivery Preparation - Completed orders should be packaged securely and kept identifiable. Before delivery, the order should be checked against the customer’s information to reduce the risk of delivering an order to the wrong customer. Orders should remain secure until delivered.
16. Pickup & Delivery Documentation - Pick-up and delivery information should be recorded as needed to maintain accurate business records. Records may include scheduled pickup date, pickup completion, order received, order completed, delivery date, payment status, customer communications regarding the order. Accurate records help resolve questions and maintain consistent service.
17. Customer Communication - Customer communication should remain professional, respectful, and timely. Important changes, concerns, delays, or questions regarding an order should be communicated to the customer as soon as reasonably possible. The communication procedures and contact methods for Laundry On The Go are provided in the Service Agreement.
18. Customer Information & Record - Customer information should be used only for legitimate business purposes related to providing Laundry On The Go services. Business records should be maintained in a reasonably secure manner. Customer information should not be casually shared, displayed, or discussed with individuals who do not have a legitimate business reason to access it. Privacy terms are also addressed in the Service Agreement.
19. Handling Problems During Processing - If an unexpected problem occurs during processing, the order should be stopped or separated when appropriate while the situation is evaluated. Examples include equipment malfunction, unexpected color transfer, an item becoming damaged, an unusual chemical reaction, discovery of an item that should not have been processed, a concern about the safety of continuing the order. The situation should be documented and the customer contacted when appropriate.
20. Incident Documentation - Significant problems involving a customer order should be documented. Documentation may include date and time, customer/ order identification, description of the issue, item involved, steps taken, customer communication, resolution. Documentation should remain factual and professional.
21. Quality Standards - Laundry On The Go strives to provide every customer with laundry that is clean, dry, neatly finished, properly handled, and ready to enjoy. Every order should receive reasonable attention to cleanliness, organization, and customer instructions.
22. Professional Conduct - Laundry On The Go will maintain professional standards when interacting with customers. Customers should be treated with respect, courtesy, honesty, professionalism, and clear communication.
23. Health, Safety & Sanitation - Health and safety take priority over completing an order. Laundry On The Go will use reasonable practices to maintain a clean working environment and reduce unnecessary health and safety risks. Potentially unsafe situations should be addressed before continuing work. Laundry that presents a safety or sanitation concern will be handled according to the customer terms contained in the Service Agreement.
24. Policy Review - These Policies & Procedures may be reviewed and updated as Laundry On The Go grows, services change, equipment changes, or additional operating procedures become necessary.
25. Relationship to the Service Agreement - These Policies & Procedures are intended to complement the Laundry On The Go Service Agreement. The Service Agreement contains the customer-facing terms governing the laundry service relationship. These Policies & Procedures establish the internal operating standards used to provide that service. Where a customer-facing term is already addressed in the Service Agreement, these Policies & Procedures are not intended to duplicate or replace it.
Relax, Let Me Take A Load Off,
Laundry On The Go
Jennifer