Our Contract With You
These Terms will apply to any Order we accept from you via the text, call, or on the web.
Note that unless you accept these Terms by text or email confirmation you will not be able to place an Order.
We may change the Terms from time to time and it is the current version which will apply to each Order when you place it. We will notify you of changes to the Terms by email.
Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances.
Please note any Orders without a discount card and which have a value of less than $20 will be charged $3.99 as a Pick-up & Delivery fee. Please note that Pick-up & Delivery fee value may differ depending on your location. – if you need more help with this, contact our Customer Care at CustomerCare@TheBigLoad.ca
If you need to contact Us at any time about an Order you may do so via email or during business hours at (902)-
The following words with capital letters are used in these Terms, this is what they will mean.
Event Outside Our Control:
any occurrence or circumstances over which we have no control as described in paragraph 13 and including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which We are unable to provide the Services;
Item: Any garment or article collected from you in connection with an Order;
Mattress/Duvet Cover - $8.00
Comforter - $20.00
Blanket/Throw - $12.00
Bath Mat - $5.00
Sheets & Pillow Cases - $8.00
Towels - $0.50
Robe - $2.50
Order: Your order for the Services as set out in the order form submitted to us
Services: personal laundry services collected from and delivered to your nominated address;
Service Providers: any third party with which we contract in order to assist us in providing the Services;
Terms: these terms and conditions as amended from time to time; and
We/Our/Us: The Big Load, company number: 1234, 303-25 Barrington Street, Halifax, Nova Scotia, B3A 4G1
When we use the words “writing” or “written” in these Terms, this will include e-mail and notifications via text or call.
Placing an Order
Please ensure that you check the details of your Order before submitting it to us. We will not be liable to you for any errors you make. For example, please check carefully that you correctly identify each Item. If you think that you may have made a mistake, please contact Us. We will confirm any changes to your Order by email.
Submission of an Order does not create a contract between us. The contract arises when We send you an email confirming acceptance of your Order. The email will include your billing information.
We will assign an order number to each Order and inform you of it when We accept the Order. Please quote the order number in all subsequent contact with Us.
If for any reason We are unable fulfil your Order, We will let you know by email, text, or call.
Changes to your Order
You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order by contacting our Customer Care at customercare@TheBigLoad.ca
With your consent and at our discretion, We may make a change to your Order as an alternative to cancelling it.
Where changes are made to an Order under either of the preceding sub-paragraphs We will re-issue the Order confirmation to you via email.
Cancelling or rescheduling your Order
You have the following limited rights to cancel an Order.
You may cancel or reschedule your Order with no additional charge in the following circumstances:
at any time up to 1 hour(s) before the collection time – set out in our email acceptance of your Order – via the text, call or by contacting customercare@TheBigLoad.ca; or
If, after we have collected your Item(s), we are affected by an Event Outside Our Control by contacting our Customer Care at customercare@TheBigLoad.ca
You acknowledge that once an Item has been collected from you, we have begun providing the Services to you and that any rights of cancellation or rescheduling you may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.
Cancelling or rescheduling your order less than 1 hour(s) before a collection or failing to be present for collection will incur a $5 additional charge.
Rescheduling your delivery less than 1 hour(s) before a delivery or failing to be present for delivery will also incur a $5 additional charge.
Our rights to cancel your Order
We may cancel your Order and the contract between you and Us in the following circumstances:
as a result of an Event Outside Our Control; or
if you fail to make Items available for collection; or
if we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded items please refer to FAQ Page.
If we cancel your Order we will contact you by phone or email and
where We have already started work on your Order, We will not charge you anything and you will not have to make any payment to Us;
We will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.
Collection and redelivery
We will use reasonable endeavours to collect and re-deliver Items at the times specified in the Order but we cannot guarantee to do so. We will use reasonable endeavours to communicate any delay to you by phone or email.
If you are not available to accept redelivery of Items, we will contact you by phone or email to arrange redelivery at your convenience.
If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge of $5 will be charged for each consequent attempt of delivery. We will endeavour to find a suitable redelivery time. However, if a redelivery is urgent, it is the customers responsibility to organise a same day courier or collection from Us.
If you have failed to accept or arrange redelivery of an Item for more than 90 days after the redelivery date specified in the Order we may dispose of the Item or donate it to an accredited charity of The Big Load's choice.
You may arrange to have Items collected from, or re-delivered to, a third party, on condition that you do so at your own risk and the third party is prepared to sign an acknowledgement on your behalf.
You may, by written instructions to us, request Us to leave an Item in an agreed location without providing Us with a signature of acknowledgement. If you do so, it is at Our discretion and entirely at your own risk and we shall not be liable to you for any damage or loss of Items re-delivered on this basis.
Same day service is available at an extra cost of $8.00 but service may not be eligible for items in your order.
We will provide the Services with reasonable care and skill in accordance with good industry standards.
We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example if an address is incomplete or inaccurate, or if you fail to accept redelivery of Items in accordance with an order.
We will not be liable for any item provided without a care label, but our experts will clean in a manner they deem most appropriate.
We may contact you by phone or email if we consider any Items submitted to us to be at an increased risk of damage, including, but not limited to, Items:
with special requirements or instructions for cleaning;
which are damaged or stained; and
bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc.
and at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items.
Wash and Fold Orders
Please ensure to thoroughly check all the garments for hazardous items e.g. coins, pens, keys, etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.
Washing and Drying Process
The load is washed at a 30 degree cycle and tumble dried on a medium heat. As we process a high volume we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the items are not ironed.
We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
Size of Bag
We will measure the laundry by weight. The minimum weight is 10lb.
We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments that need to be specially treated i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried.
The Wash, Dry and Fold will not include any Additional Items,
Bedding, or Towelling Products. If these are included then it will added as an individual product and your bill will be amended accordingly.
Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
We employ a special cleaning programme for all curtains, however, there are some inherent risks such as:
Shrinkage of up to 4% may occur. This is roughly equivalent to 4″ on curtains 8’6″ long
Cleaning will remove soiling which may reveal:
-Yellowing of fabric through smoke damage
-Colour loss caused by wear
-Condensation ‘tide’ marks
(Sunlight damage, aging, general wear and tear and certain atmospheric conditions will have weakened the fabrics which would cause them to shred during the cleaning process.
Some glazed fabrics will become fully or partially de-lustered.)
If there is any problem with the Services:
please contact our Customer Care by email at customercare@TheBigLoad.ca and tell Us as soon as reasonably possible;
if you have a complaint about the Services we will deal with it in accordance with our Complaints Policy.
You will not have to pay for Us to deal with your complaint.
Complaints should be notified to Us within 24 hours of redelivery of any Item if you believe that We are in breach of our obligations under these Terms.
As a consumer, you have statutory rights if our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
Price and Payment
The price of the Services will be set out in Our price list as set out our website and will be the price in force at the time you place your Order. Our prices may change at any time, but price changes will not affect Orders that We have accepted previous of the change.
Our prices do not include HST.
Upon placing an Order we capture the payment but do not directly charge your card although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning. If your final total is greater than your captured total (i.e. we need to update your Order accordingly) it may show on your recent transactions but the captured amount will be released when we have taken the full payment. We will take payment from the debit or credit card, details of which were supplied with your Order. If for any reason We are unable to take payment you will become liable to Us for the sum due plus interest at the rate of 3% of your order. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.
If you are having any payment issues, please contact CustomerCare@TheBigLoad.ca
One processed and paid order will be rewarded with one Stamp. Cancelled orders will not be rewarded with stamps. Stamps do not bear any monetary value.
When a customer collects enough hanger stamps to earn a reward, we will send a notification email to inform you that you have reached enough to spend. Offers will be automatically sent by email when an order is complete and items have been delivered. Rewards offers cannot be returned, exchanged or refunded. Rewards offers are subject to change without prior notice.
Our liability to you
In the unlikely event of loss or damage to an item, We will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. It is considered reasonable for Us to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
Subject to the following subparagraphs, we will be compensated for loss or damage which is due to Our Negligence.
We will not be responsible for any single item valued at more than $250 unless we have received (and acknowledged) notification via email to CustomerCare@TheBigLoad.ca
We will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and US at the time we entered into a contract for the Services.
We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:
failure to notify us of any special requirements or instructions for cleaning the Item;
the fact that the Item has no label indicating cleaning instructions;
any existing damage to the Item at the time of collection;
any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips
and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags.
We do not exclude or limit in any way Our liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and
defective products under the Consumer Protection Act 1987.
We will not be liable for any consequential loss.
We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).
In the event we issue compensation for damage caused to an item(s) in our care, be it monetary or a replacement, We reserve the right to retain permanent ownership of damaged item(s).
Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.
An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of any of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.
If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
We will contact you as soon as reasonably possible to notify you; and
Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or
You may cancel your Order or We may cancel it for you.
If your Order is cancelled We will return your Item(s) to you at no cost to you.
Information about us and how to contact us
We are a company registered in Halifax, Nova Scotia. Our company is fairly new and we are growing plus improving daily so be patient and respectful to Our staff. If you have any questions or if you have any complaints, please contact Us. You can contact Us by emailing Us at customercare@TheBigLoad.ca, or by calling Us at (902)-123-1234 during business hours.
If you wish to contact Us in writing, or if any paragraph in these Terms requires you to give Us notice in writing, you can send this to Us by e-mail at CustomerCare@TheBigLoad.ca. We will confirm receipt of this by email. If We have to contact you or give you notice in writing, We will do so by notification via e-mail to the address you provide to Us in the Order.
How we may use your personal information.
We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.
To request re-cleaning for your items please email our Customer Care team at CustomerCare@TheBigLoad.ca, explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.
The re-cleaning only applies to individual item(s) which have been cleaned by Us and the original reciept must be submitted along with the item(s).
Please note it is not always possible to remove stains. If we cannot remove a stain customers will be informed according to the note which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.
Vouchers and Promotions
Vouchers are subject to expiry dates and value for particular promotions.
These terms apply to all vouchers and are subject to Our full service terms and conditions and website terms and conditions.
Vouchers cannot be used in conjunction with any other voucher or any other offer.
Only one voucher or code may be used per transaction.
Vouchers are strictly non-transferable, and have no cash value. Placing a voucher for sale is strictly prohibited and renders the voucher void.
We reserve the right to reject a voucher with reasonable cause.
We reserve the right to withdraw this offer at any time and without warning.
To redeem a voucher you must present the code found on the voucher and/or the voucher at checkout.
The minimum order value for orders using a Voucher is $20 or otherwise specified, including the voucher.
Once activated, vouchers must be used within 24 hours.
Vouchers are issued on and limited to a one per household basis.
Vouchers cannot be applied to shop items or shoe services.
Vouchers cannot be applied when purchasing already discounted services as these are already heavily discounted.
Referrals and Referral Codes
If an existing customer refers a friend (a new customer) using the referral code given to them on their referral card, we will give the referrer 15% off their next order. The referred friend (customer) will receive a 15% off their first order.
Referral Cards have an expiry period of 365 days from the day that they are issued.
To benefit from the referral, the existing customer must have their referral code used by the new customer.
The existing customer will only receive their referral bonus once the referred friend has completed a transaction and the order payment has been processed successfully.
The minimum order value for orders using a referral code or using a referral reward is $20, including the discount.
Referral benefits cannot be used in conjunction with any other customer offer or promotion.
Referral Codes are issued on and limited to a one per family household or person basis.
A unique number given to each client that can be used to refer a friend(new customer).
Other important terms
We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.
This contract is between you and Us. No other person shall have any rights to enforce any of its terms.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
These Terms are governed by laws in canada and will be subject to the exclusive jurisdiction of the canadian courts.
To balance high demand and ensure we can deliver the best possible service, we have introduced a small collection charge for particular time-slots and locations. Collection charges only apply to our busiest times and furthest areas covered and all slots are free to start with.
The collection charge can vary, depending on your area and when you place an order. The charge will be mentioned to you, if applicable. The charge will be added to the order total when you place an order. Delivery will remain free.
If a collection is re-scheduled, customers will only be charged with the new slot collection charge and any discrepancy will be refunded automatically.
If a collection is cancelled, customers will not be charged for the collection fee.
The collection charge is added to the minimum spend.
Any marketing voucher will still apply to the total order value, including the collection charge.
If a collection is late, a refund of the collection fee will be provided. We try our very best to let our customers know in advance of any potential delay however, unfortunately, delays can sometimes happen and when they do our agents or Customer Care Team will notify you in advance.
Digital Gift Cards
Digital Gift cards cannot be redeemed for cash or returned for cash refund.
We accepts no responsibility for digital gift cards after purchase. Please make sure you enter the correct recipient email address.
We are not responsible for any loss or damage resulting from lost or stolen digital cards or use without your permission.
Any amount not used from the digital gift card cannot be redeemed on another order.
These terms and conditions will not affect your statutory rights.
Digital Gift cards cannot be used in conjunction with any other voucher or any other offer.
Placing a digital gift card for sale is strictly prohibited and renders the gift card void.
Only one digital gift card or code may be used per transaction.
Digital Gift cards do not count as referral codes and no parties will receive extra money as a referral.
All digital gift cards are subject to a one-year expiry from the day of purchase.
Our Gift Cards are issued by Us.
Our Gift Card cannot be redeemed for cash or returned for cash refund.
You will be responsible for this card after purchase.
We are not responsible for any loss or damage resulting from lost or stolen cards or use without your permission.
Any amount not used from the gift card cannot be redeemed on another order.
We reserve the right to amend the terms and conditions or discontinue the card at any time.
These terms apply to all vouchers and are subject to Our full service terms and conditions and website terms and conditions.
These terms and conditions will not affect your statutory rights.
Gift cards cannot be used in conjunction with any other voucher or any other offer.
Placing a gift card for sale is strictly prohibited and renders the gift card void.
Only one gift card or code may be used per transaction.
Gift cards do not count as referral codes and no parties will receive benefits as a referral.
Expiry date is stated on the gift card.
Your gift card is valuable, so treat it like cash.