Terms & Conditions

1. Pickup & Delivery Protocol

To give quality service, first-time customers will be asked to be available at the first initial pickup to ensure proper documentation of the customer's laundry needs.

The "Porch" Rule: For contactless service, please place your laundry in a secure location (front porch, etc.) by your scheduled pickup day. Lighten the Load is not responsible for theft or weather damage. Pickup and delivery occur between 9am–11am on the scheduled date.

Missed Pickups: If our driver arrives and no laundry is available, a $10 "Dry Run" fee will be applied to cover time and fuel.

Inclement Weather: In the event of heavy rain or dust storms, we will coordinate a specific hand-off time or covered location to ensure your clean clothes stay dry.

Holidays: If a drop-off lands on a federal holiday, the drop-off date will be rescheduled by Lighten the Load, LLC.

Holding Fee: A $20 holding fee will be applied to any order not delivered on the scheduled drop-off day. This fee covers storage and rescheduling costs.

2. Safety & Garment Care

All laundry is weighed, emptied, and inspected when brought to the laundry area.

Pocket Check: All pockets will be emptied. Items found (money, jewelry, tech, etc.) will be placed in a sealed bag and returned with the clean laundry.

Damage Pre-Check: If any significant tears, holes, or heavy stains are noticed before washing, the customer will be notified via text/photo to confirm whether they want to proceed.

Sorting: Clothes are sorted by color (lights, darks, reds, and whites) with proper temperature requirements.

Weight: All items are weighed with a digital weight hook before washing to determine pricing.

Contaminated Items: For the health and safety of our team, we cannot process laundry contaminated with biohazards (heavy mold, human/animal waste, or bed bugs). Such bags will be returned unprocessed.

3. The "Home Environment" Guarantee

Since this is a residential operation, these standards are strictly maintained:

• Smoke-Free: The premises are 100% smoke-free.
• Pet Policy: While pets may live in the home, they are strictly prohibited from the laundry processing area. All clean laundry is kept in elevated bins to prevent dander or hair transfer. Washers and dryers are disinfected between loads to prevent transfer.
• Scent Control: Cooking or heavy cleaning with strong chemicals is suspended during active folding hours to ensure laundry remains fresh.

4. Detergents & Additives

• Standard Service: We use a high-quality detergent by default. A scent-free option is available.
• Special Requests: Customers may provide their own preferred laundry materials.
• Hang Items: Hangers will need to be provided by the customer.
• Professional Stain Remover: Stain removal is offered within reason. All garments needing stain treatment must be placed in a separate bag and must be communicated at pickup so we can determine if it is a service we can offer.

5. Machine & Folding Standards

• Dedicated Loads: Customer loads are never mixed with another customer's laundry. Each customer's laundry has its own dedicated wash and dry cycle.
• Drying: Items are dried on low heat to prevent shrinkage. High heat is used for linens.
• The Fold: All laundry is folded immediately after the dryer stops to prevent wrinkling. Socks are paired; sets like pajamas or sheets are kept together. Any unmatched socks will be sent home in a separate, labeled bag.

6. Payment & Cancellation

Pickups and drop-offs are free for both residential and commercial services.

Residential Pricing: $2 per pound.

Residential Turnaround: We provide a 72-hour turnaround for free. A 24-hour turnaround is available for a $25 up-charge.

Commercial Pricing:

• Boutique Hotels: $0.85 per pound.
• Airbnb / Short-Term Rentals: Flat $45 per 24-hour turnaround.
• Salons / Gyms / Spas: $1.75 per pound.

Commercial Turnaround: 24-hour turnaround.

Payment Due: Invoices are sent via text once the load is weighed. Payment is required before delivery.

Cancellations: Please provide 24-hour notice if you need to reschedule your pickup slot. If notice is not provided, a $30 cancellation fee will apply.

Acceptable Payment: We accept Square (Visa, Mastercard, Discover, and American Express), Venmo, PayPal, and CashApp. We do not accept checks.

7. Visitor & Traveler Service Terms

Our one-time visitor service is designed for travelers, short-stay guests, and anyone in Las Cruces temporarily who needs a quick, hassle-free laundry solution.

• Pricing: Flat rate of $49.99 for up to 20 lbs. No per-pound math or hidden fees.
• Weight Limit: 20 lbs maximum (about one large hamper). Loads exceeding 20 lbs will be subject to our standard residential rate of $2 per pound for the excess weight.
• Turnaround: 24-hour turnaround included. Laundry is picked up between 9am–11am and returned the following day during the same window.
• Same-Day Pickup Surcharge: If you schedule a pickup for the same day, a $15 surcharge will be added to the flat rate.
• Pickup Location: We can pick up from hotels, Airbnb rentals, RV parks, or any valid Las Cruces address. Please include your room number, gate code, or any special instructions in the notes field.
• Payment: Payment is required before delivery. We accept Square, Venmo, PayPal, and CashApp.
• One-Time Service: This is a single-use service. If you would like recurring pickups during your stay, please contact us to arrange a custom schedule.

8. Liability & Claims

Found Treasures Guarantee: All items found in garments or linens will be bagged and returned to the customer.

Lost Items: While we strive for 100% accuracy, claims for missing items must be made within 24 hours of delivery.

Records: All customer information and communication is kept confidential and retained by the company for up to one year after services.

Logged Info: Information about laundry weight, items found, and services provided is kept by the company for up to one year.

Termination of Services: Lighten the Load, LLC reserves the right to decline service to any person or business.

Quick Unpacking: We recommend that items not be left sitting in the clear plastic bags used to drop off laundry. Lighten the Load, LLC is not responsible for damage caused by theft or weather after drop-off.

Normal Wear and Tear: Lighten the Load, LLC is not responsible for pilling, fading, or thinning that occurs during a standard wash/dry cycle. We follow care labels. If an item has no label, we are not liable for the outcome.

Pre-existing Damage/Stains: Stained items should be placed in a separate bag and communicated before pickup. If a damaged garment is discovered during folding, it will be placed in a separate bag and noted on your invoice. Documentation of rips, holes, or stains is done during initial intake, transfer from washer to dryer, and at the folding stage.

Liability Cap: Our liability for any lost or damaged garment shall not exceed 3× the cost of the cleaning service for that specific item.

8. Understanding of Services

Lighten the Load is a home-based service and does NOT provide the following:

• Dry Clean Only: We do not accept "Dry Clean Only" garments. If found in a bag, they will be returned unwashed.
• Instant Turnaround: Our high-quality service takes 24–72 hours. We do not provide same-day service.
• Heavily Soiled Laundry: We are unable to process items heavily soiled with hazardous materials, excessive grease, or industrial chemicals.
• Items Not Accepted: We do not accept pillows, shoes, or oversized bedding.

9. Social Media & Content Policy

This policy governs how Lighten the Load, LLC and its representatives use social media to promote services, engage with the Las Cruces community, and share behind-the-scenes content while maintaining strict client confidentiality.

Client Privacy & Anonymity: The privacy of our clients is our highest priority. Content will never show a client's name, address, house number, or vehicle license plate. Photos or videos of unprocessed laundry are strictly prohibited unless the items are generic (e.g., a pile of towels) and contain no identifiable personal items, school uniforms with logos, or sensitive garments.

Hamper Privacy: When filming "Porch Pickups" or "Porch Drop-offs," the camera will be angled to show only the laundry bag/bin. Identifiable features of the client's home (front doors, unique decorations) will be blurred or avoided.

Content Standards: Social media content should primarily focus on the results of our service—neatly stacked, folded, and packaged clean laundry. All posts, comments, and direct messages must reflect a helpful, "neighborly" tone consistent with the Las Cruces community spirit. If a "found treasure" is interesting enough to post, it must be photographed against a neutral background with no mention of which client it belonged to.

Client Consent & Tagging: We will not tag a client in a post or share a photo of their specific "Finished Load" without explicit verbal or written consent.

Reviews & Testimonials: We only share screenshots of reviews posted publicly on Google, Facebook, or Nextdoor. Private texts or emails will have the client's name blurred unless permission is granted.

Crisis Management & Negative Feedback: No public arguments. Negative comments or complaints on public threads will be handled with a "Take it to DM" approach.

Delete Policy: Comments containing profanity, hate speech, or spam will be deleted and the user blocked to maintain a safe community space.

We aim to support other local businesses and use social media to highlight local realtors, salons, and community events to build a network of mutual support.

11. The 24-Hour Re-Service Window

At Lighten the Load, we value transparency. Our refund policy is built around a 24-hour eligibility window to ensure fairness for both our clients and our service providers.

Service Satisfaction: If you are unsatisfied with our service, let us know within 24 hours of completion. Because we provide a service that involves labor and time, we offer a re-service rather than a cash refund. Email contact@lightentheloadlc.com with your order # and include the original digital invoice. We will transfer communication to email so there is proper documentation.

Note: We reserve the right to deny re-service requests that appear fraudulent or violate our Terms of Service. We're here to lighten your load, but let's keep it fair for everyone!

12. Changes to These Policies

Lighten the Load reserves the right to update these Terms & Conditions at any time. We will notify you of any changes by posting the new terms on our website. Your continued use of our services after changes are posted constitutes acceptance of the updated terms.

13. Contact Us

Questions about these terms? Reach out at contact@lightentheloadlc.com or call (575) 639-6331. You can also schedule a pickup anytime.