Terms of Use
Last updated: October 30, 2026
Welcome to Neptune Laundry! These terms of use (“Terms”) are an agreement between you and Neptune Launderette, Inc., doing business as Neptune Laundry (“Neptune,” “we,” “us,” or “our”), and apply to your use of our website, mobile applications, and any other services that we provide (collectively, the “Services”). By using our Services, you agree to these Terms. If you do not agree with these Terms, please do not use our Services.
Use of Services
You may use our Services for your own laundry needs, whether personal or for your business. You may not resell our Services, use them for any illegal or unauthorized purpose, or in any way that violates these Terms. You may not use any automated means to access our Services, or interfere with or disrupt our Services or servers.
User Accounts
To use certain features of our Services, you may be required to create a user account. You are responsible for maintaining the confidentiality of your account information, and for all activities that occur under your account. You may not share your account information with any third party. We reserve the right to suspend or terminate your account if we suspect any unauthorized use of your account.
Intellectual Property
Our Services and all content and materials contained therein, including but not limited to text, graphics, logos, images, and software, are owned or licensed by Neptune and are protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, or modify any content or materials from our Services without our prior written consent.
Laundry Services
Self-service. You are responsible for your own laundry and belongings while using our stores. Neptune is not responsible for items lost, damaged or stolen during self-service use, for damage caused by items left in pockets, or for items that are not suitable for machine washing. Please take your laundry out of a machine promptly when the cycle ends; if someone is waiting, an attendant may remove it.
Wash, dry & fold and pickup & delivery. We are responsible for items we lose while they are in our care. Please report a missing item within 4 weeks of the date your order was returned to you. We take up to 2 weeks to look into a report, and if we are at fault we will offer a refund or store credit. Every order is weighed when it is dropped off or picked up and again when it is finished, and you are charged for the finished weight. We do not accept “dry clean only” items, and we may decline items we are not equipped to clean.
Items left behind. Items left in machines or in finished orders are held for 90 days and then donated.
Fees. A sanitation fee of $20 applies to orders with mold, extreme odor or heavy grease, and a fee of $30 to orders with blood, bodily fluids or human waste. A $10 fee applies to a scheduled pickup where no laundry is left out. Current fees are listed on our Pricing page.
Laundry cards and refunds. Laundry card balances are not refundable in cash, except where a card was purchased after the last wash of the day or more money than intended was added to a new card. Wash 2 Win bonus credit can be used on washers only. If a washer or dryer takes payment and does not run, or a bill acceptor or bill changer takes your money without crediting or changing it, see the attendant and we will return your money. If you are not satisfied with a wash, or a wash, dry & fold order comes back not washed right, tell us within 7 days of the wash or of the day your order was returned to you, and we will rewash and reprocess it ourselves at no charge; we make it right by redoing the work, not by refund. We cannot rewash loads or orders reported more than 7 days later. Every request is reviewed by management.
Limitation of Liability
Our Services are provided on an “as is” and “as available” basis. We make no warranties or representations of any kind, express or implied, regarding the use or results of our Services in terms of their accuracy, reliability, completeness, or suitability for any purpose. To the fullest extent permitted by law, Neptune shall not be liable for any direct, indirect, incidental, special, or consequential damages arising from the use of or inability to use our Services, even if we have been advised of the possibility of such damages.
Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts, without giving effect to any principles of conflicts of law. Any dispute arising from or relating to these Terms or our Services shall be resolved exclusively in the state or federal courts located in Massachusetts.
Changes to Terms
We may update these Terms from time to time. We will notify you of any changes by posting the new Terms on this page. Your continued use of our Services after any changes to these Terms will constitute your acceptance of such changes.
Contact Us
If you have any questions or concerns about these Terms or our Services, please contact us at support@neptunelaundry.com.
Thank you for using Neptune Laundry!