Terms of Service

About these terms

These terms are an agreement between you and 1001124601 Ontario Corp. (operating as ViteCleaners) ("ViteCleaners", "we", "us"). Please read them with our Privacy Policy. If a store posts a different price or policy, the store's posted version applies to orders at that store. The English version governs; any translation is for convenience only.

Our services

We provide dry cleaning, laundry, shirts, alterations and specialty cleaning at our stores and through pickup and delivery in our service area. Some items are cleaned at our central plant. Turnaround times are estimates, not guarantees.

Orders, counting and prices

We count and inspect every item when we receive it, and your order is based on what we actually receive. Prices on our website and price lists are a guide: the final price is confirmed after counting and may depend on the fabric, size, condition, trim and the finish you ask for. Prices are before HST.

Rush service costs extra where offered (by default 50% more for each rushed item). If we find something that needs extra work or cost, we ask you first. We never add a charge you did not agree to, except the fees set out in these terms.

Payment

In store, you may pay when you drop off or pick up, by card (including Interac), cash, wallet balance, points or coupons. Online orders are paid with the card saved in your account or by the payment link we send you, and you may apply wallet balance, points or a coupon first.

HST is charged on cleaning, delivery, storage and other taxable fees. Tips are optional and not taxed. If a charge fails, we send you a link to pay, and we may hold your items until the order is paid.

Saved card authorisation

When you save a card in your account, you authorise us to charge it through Stripe for the orders you place with us, without asking each time. For each order we count your items and send you the count and total first, then charge your default card 12 hours after we send the count, unless you contact us before then, and send you a receipt.

The amount may include cleaning, extra work you agreed to, and the delivery, missed-pickup or storage fees in these terms, plus HST, less any wallet balance, points or coupons. You can remove a saved card at any time; this does not cancel charges for orders already counted. If you question a charge, please contact us first so we can fix it quickly.

Refunds

If we owe you money, we refund it to the original payment method or, if you agree, to your ViteCleaners wallet. Amounts paid with points are returned as points. Card refunds may take several business days to appear.

Wallet and points

Your wallet balance is money you paid in or that we refunded to you. It can be used toward any order and does not expire.

Points are a reward, not money. Each point is worth $0.01 toward an order. Members earn 5% and everyone else 1% of what they pay, tax included (not on tips, points or coupons). Points cannot be used toward a tip or a storage fee, exchanged for cash or transferred.

Points expire one year after they are earned, and we remind you about 30 days before. If an account is closed for fraud or misuse, its points are cancelled.

Membership

Membership is $9.99 a month plus HST, charged automatically to your card by Stripe at the start of each billing period until you cancel. Each paid period includes 2 coupons of $5 and 1 free pickup and delivery round trip, and members earn 5% in points.

Coupons are valid only in that billing period and do not carry over. One coupon per order; a coupon is a discount before tax, has no minimum spend and cannot be combined with a promo code.

You can cancel at any time in your account or at a store. Your membership and unused coupons last until the end of the paid period; we do not refund part-months. If a renewal payment fails, benefits pause until it is paid. A price change applies only to new memberships; your price does not change while your membership continues.

Coupons and promotions

Promo codes and coupons are subject to the conditions shown with them, have no cash value and cannot be combined unless we say so.

Issue cards

When we find something about an item that you should know, we create an issue card that you can see on your order page. There are three levels.

We need your decision. For some problems, such as a stain that may not come out, a missing button, special care at an extra charge, an item that is high risk to clean (for example, colours that may bleed or fabric that may shrink), a count that differs from your booking, or a stain still present after cleaning, we pause work on that item and text or e-mail you a link. Any option that costs more applies only if you choose it, or tell our staff in person, by phone or by message.

We remind you after 48 hours. If you have not answered after 72 hours (rush orders: 12 and 24 hours), we apply the default option. The default never costs you more and never puts the item at more risk: for example, we clean it as usual without the extra work, return it unprocessed, or go by the actual count. Your order may take longer while we wait.

For your information. Some things, such as existing wear or holes, a missing care label, items found in pockets, or a delay, are recorded, usually with photos, and we carry on as usual. If we cannot clean an item safely, we return it unprocessed and do not charge for it.

Internal notes. Our staff also keep internal notes to help them work. These do not change your order or its price.

If a stain is still there after cleaning, you may choose spot treatment for an extra charge, or take the item back as it is with a credit to your wallet; if you do not answer, we return it as it is and add the credit.

If you are not happy with how an item turned out, please tell us (see "Our liability and claims"). A store manager or a more senior member of our team reviews it and decides whether we compensate you.

Garment care and limits

We follow the care label and industry practice. Please tell us about stains, special fabrics and valuable items when you drop off or book.

Some results cannot be guaranteed: old or set stains, wear, fading, shrinkage or colour loss caused by the fabric or dyes, and damage to trims, beads, sequins, buttons, glued parts, leather, fur or items without a care label. We tell you about any risk we see before cleaning. If you choose to go ahead at your own risk, we are not responsible for the outcome described on that card, unless caused by our negligence. We may refuse any item we cannot clean safely.

Items left in pockets

Please empty all pockets. If we find something, we remove it, note it on your order and keep it at the store for you. We are not responsible for cash, jewellery, electronics or other items left in garments, or for damage they cause.

Ready for pickup and storage

We tell you when your order is ready, and remind you if it has not been picked up after 7 days.

Finished orders are kept free for 30 days after they are ready. After that, a storage fee of 0.15% of the order's cleaning charges is added for each day, plus HST, payable at pickup. A store may waive it.

Unclaimed items

If an order is not collected within 180 days after it is ready, we will send a final notice to the phone and e-mail on file. If it is still not collected 30 days after that notice, we may donate or recycle the items and will cancel any storage fee owed for them.

Pickup and delivery

We pick up and return your items through third-party couriers (currently FleetNow and Nimbus). Pickup and return times are windows, not appointments. The courier may contact you directly with arrival times and delivery confirmation.

Please have your items packed and ready at the address you booked, and make sure someone is available or that a safe place is described in your instructions. Make sure the address, Postal Code and buzzer details are correct.

Missed pickups. If a pickup fails because no one was available, the address was wrong or the items were not ready, the first missed pickup is free. From the second missed pickup on, a fee of $9 plus HST is added to your next order. No fee applies when the failure was caused by us or the courier.

Counting and charging. We count and inspect your items when they arrive. Our count is final unless you tell us within 48 hours of receiving the count. We charge your card on file 12 hours after we send the count, unless you contact us first.

Items are returned in our boxes. Hanging garments may be folded to fit and may show light creases. Unless you ask for a signature in your instructions, the courier may leave your order at your door, front desk or mailroom and take a photo. Delivery is complete when the courier records it as delivered.

Orders with cleaning charges under $69 (before tax, coupons and points) pay a $12 pickup and delivery fee plus HST; orders of $69 or more are free. You can change or cancel a pickup until the cut-off shown when you book. Pickup and delivery are available only in our service area.

Our liability and claims

If an item is lost or damaged while in our care or in transit, we will pay its actual value, taking its age and condition into account, up to 10 times our cleaning charge for that item and up to $500 per order. This applies to store orders as well as pickup and delivery orders.

If an item is worth more, tell us in your booking notes or when we count your order. We will mark it as high value and send your order with added courier coverage. For high-value orders, our limit is $2,000 per order.

Tell us about any damage or missing item within 7 days of delivery or pickup, with photos if you can. We may ask to inspect the item, and we may repair, re-clean, replace, credit or pay for it. We are not responsible for delays caused by events outside our reasonable control. A store manager or a more senior member of our team reviews each claim.

Messages we send you

We send service messages by text, automated call or e-mail, such as sign-in codes, order updates, counts and prices, issue cards, pickup and return updates, reminders and receipts. They are part of the service and do not need separate consent. If you reply STOP to our service number, we cannot text you order updates; we will use e-mail if we have it, and you can reply START to turn texts back on.

We send offers and news only if you agree, and you can stop them at any time. Standard message and data rates may apply.

Your account

You can sign in with a one-time code sent to your confirmed e-mail address or to your phone, or with Google or Apple. If you use Google or Apple, the provider has verified your e-mail address, and it matches the confirmed e-mail on your account with us, we link them automatically and let you know by e-mail; otherwise we ask for your phone number and a code first. We never link accounts using an e-mail address that has not been verified. You can remove a linked sign-in in your account. Keep your phone and e-mail secure, and tell us at once if you think someone else is using your account. We may suspend an account used for fraud or abuse. You can ask us to close your account at any time.

Agreeing to these terms

You agree to these terms when you place an order, book a pickup, save a card, join membership or create an account. On our website and in your account, we ask you to confirm by ticking a box before you create your account, book a pickup, save a card, join membership or add an e-mail address. The current version is always on this page.

Problems, disputes and governing law

Please contact us first at +1 416-285-9998, at info@vitecleaners.com or at any store; we aim to answer within 30 days. If we cannot resolve it, you may use any remedy available to you, including the courts of Ontario and Small Claims Court. These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

Changes to these terms

We may change these terms. The version in effect when you place an order applies to that order. For significant changes affecting your saved card or membership, we will tell you at least 30 days before they apply. If any part of these terms is invalid, the rest still applies.

Contact

1001124601 Ontario Corp. (operating as ViteCleaners), 41 Metropolitan Rd, Scarborough, ON M1R 2T5. Phone +1 416-285-9998. E-mail info@vitecleaners.com.

Your rights

Nothing in these terms limits any right you have under the Ontario Consumer Protection Act, 2002, or excludes liability that cannot be excluded by law.