Terms of Service

These Terms of Service ("Terms") are an agreement between you and TowelRun LLC, a Florida limited liability company ("TowelRun", "we", "us"). They apply when you visit towelrun.com, use the TowelRun app or the Runner web app at runner.towelrun.com, or use our laundry pickup and delivery service (together, the "Service").

By creating an account, booking a pickup or accepting orders as a Runner, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Service.

TowelRun offers pickup, washing, drying, folding and delivery of towels, sheets and linens for homes, vacation rentals (such as Airbnb), salons, gyms, spas, yachts and hotels in South Florida, from West Palm Beach to Stuart (Palm Beach and Martin counties).

Orders are carried out by local independent Runners. You choose one of the pickup windows offered in the app. The Runner picks up your bag, weighs it on a scale and sends you a photo of the scale, then washes, dries and folds your laundry at a local self-service laundromat with the detergent and temperature you chose, photographs the folded laundry and delivers it back.

Delivery is usually the next day; it is the same day only when you choose the same-day option. Next-day timing is an estimate, and traffic, weather or other events can cause delays.

At delivery, the Runner hands the laundry over when you (or someone you trust) give your 4-digit delivery code, or leaves it at your door and sends a doorstep photo when you asked for that. A delivery left at the door as you asked is complete when the doorstep photo is sent.

If no Runner takes a pickup in time, we will ask you to choose a new time.

We may change, add or remove features, options and service areas over time.

You must be at least 18 years old and able to enter into a binding contract to use the Service.

Give us accurate information and keep it up to date, including your name, phone number and addresses. Keep your password private. You are responsible for what happens in your account.

If you use the Service for a business or for a property you manage, you confirm that you are allowed to act for it, and these Terms apply to that business too.

Included: towels, sheets and linens, as described on our website and in the app.

Not included: personal clothing, delicates and dry-clean-only items, leather, suede and fur, and items with hazardous stains. Please don't put these in your bag.

Empty all pockets, and check that there is no money, jewelry, electronics, keys or other valuables in the bag before pickup.

A Runner may decline to pick up or wash items that are not included or that are unsafe to handle.

Price: each order is priced by its real weight, measured on the scale at pickup, at the per-pound rate, plus a service fee and the price of any options you choose, such as priority pickup, same-day service or separate loads. Each order has a minimum price, or a minimum per load when a large order is split into loads by weight. Prices, fees and minimums are shown on our website and in the app before you confirm. Coupons, credits and loyalty discounts may apply under the conditions shown with them.

Card hold: when you book, we place a hold (an authorization) on your card for the estimated price plus a margin, plus the tip you chose. After the bag is weighed, we charge the final amount and release the rest of the hold. If the final amount is higher than the hold, you authorize us to charge the difference to your saved card. How fast a released hold disappears from your statement depends on your bank.

Payments are processed by Stripe. TowelRun does not store your full card number. Your bank may ask you to confirm a payment with 3-D Secure.

Recurring plans: when you set up a recurring plan, you authorize us to place a hold on and charge your saved card for each scheduled pickup, as described above, until you pause or delete the plan in the app.

If you think a charge is wrong, write to support@towelrun.com and we will look into it.

You can change an order until 2 hours before the start of its pickup window.

Cancelling is free until a Runner accepts the pickup. After a Runner accepts, cancelling within 2 hours of the pickup window may have a late cancellation fee. The app shows the fee before you confirm the cancellation.

We may cancel an order when needed, for example for safety reasons.

Tips are optional. You can add a tip when you book or after delivery, and you can raise it for a limited time after delivery. 100% of every tip goes to the Runner.

Customers and Runners rate each other after an order. Ratings are anonymous. Please rate honestly and fairly; we may remove ratings or reviews that are abusive or break these Terms.

A customer or a Runner can block the other. A customer and a Runner who are blocked are not matched on future orders.

Give an accurate pickup and delivery address and clear notes, and make sure the Runner can get there, including any gate, building or dock access.

Have your bag ready at the start of your pickup window.

Send only items that are included and that you have the right to send, and check pockets as described above.

Keep pets secured during pickup and delivery, and keep the way to your door safe.

Keep your 4-digit delivery code private and share it only with the person who will receive the laundry.

Treat Runners with respect. Harassment, threats or discrimination are not tolerated.

Runners are independent contractors, not employees, agents or partners of TowelRun. Runners choose which offers to accept and when to be online.

To be a Runner you need a valid driver's license, an insured vehicle and a smartphone, and you must pass a background check through Checkr, a selfie identity check matched against your license, and TowelRun's training. Keep your license and insurance valid and up to date in the app.

Runners are paid per order plus tips through Stripe Connect, and get a minimum-per-hour guarantee set by TowelRun on each run's estimated time, as shown in the Runner app. To receive payouts, Runners accept Stripe's Connected Account Agreement. Runners are responsible for their vehicle, its insurance and their own taxes.

While working, Runners must: follow the customer's instructions and preferences; weigh every bag honestly and send the scale photo; keep each customer's laundry apart from other orders; photograph the folded laundry; deliver only with the customer's delivery code or, when the customer asked for it, with a doorstep photo; keep customer information private and use it only for the order; follow traffic and other laws; and never work under the influence of alcohol or drugs.

Only the verified Runner may do the runs accepted in their account. Do not share your account or let anyone else do a run for you.

We may pause or close a Runner account for breaking these Terms, for safety reasons, or when a required document or check is missing, expired or not passed.

Do not use the Service to break the law, commit fraud, give false information or pretend to be someone else; to harass, threaten or harm anyone; to upload content that is illegal, offensive or that you don't have the right to share; or to interfere with the Service, for example by hacking, scraping, using bots or getting around security.

Use contact details you get through an order only for that order.

Runners take reasonable care of your laundry and follow your washing choices, but washing and drying always carry some risk. We are not responsible for normal wear from washing and drying (such as fading, fraying or thinning), shrinking or color bleeding in items without a care label, results of the washing choices you made, things left in pockets or in the bag, items that are not included, stains that do not come out, or damage that was there before pickup.

If something is wrong with your order, such as a missing or damaged item, report it through the app within 24 hours of delivery, with photos if you can. Reports made later may not be accepted. If we confirm that the problem was caused by the Service, we will work with you to make it right, for example with a re-wash, a credit or a refund, up to the limit in "Limits of our liability".

Unless the law requires otherwise, our total liability to you for any claim about an order is limited to the amount you paid for that order.

To the fullest extent the law allows, TowelRun is not liable for indirect, incidental, special or consequential damages, such as lost profits, lost bookings or business interruption, even if we were told they were possible.

Some laws don't allow these limits. Where those laws apply, our liability is limited only as far as they allow.

The Service is provided "as is" and "as available". We work to keep it running well, but we do not promise that it will be uninterrupted or error-free, that a Runner will be available for every pickup, or that next-day estimates will always be met.

To the fullest extent the law allows, TowelRun disclaims all implied warranties, including warranties of merchantability, fitness for a particular purpose and non-infringement.

Some features rely on other companies, such as Stripe for payments and Google for maps. Their services are covered by their own terms, and we are not responsible for them.

You agree to indemnify and hold harmless TowelRun LLC and its members, managers, employees and agents from claims, losses and costs (including reasonable attorneys' fees) that come from your breach of these Terms, your misuse of the Service, items you sent that are not allowed, or your violation of the law or of someone else's rights.

You can stop using the Service at any time, and you can ask us to close your account by writing to support@towelrun.com.

We may suspend or close an account, or refuse an order, if we believe someone broke these Terms, for fraud or nonpayment, for safety reasons, or when the law requires it.

Amounts owed for completed orders remain due after an account is closed. The sections on payment, care of items, liability, disclaimers, indemnity and disputes continue to apply.

These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-law rules.

If you have a problem with the Service, please contact us first at support@towelrun.com and tell us what happened and what you would like us to do. Most problems can be solved this way, and we will try in good faith to resolve yours informally.

If we cannot resolve it informally, either of us may take the claim to small claims court if it qualifies, or otherwise to the state or federal courts located in Florida. You and TowelRun agree to the jurisdiction of those courts.

We may update these Terms. When we do, we will post the new version on this page with a new effective date, and for significant changes we may also tell you by email or in the app. If you keep using the Service after a change, the new Terms apply. Orders booked before a change follow the Terms in effect when you booked them.

These Terms, the Privacy Policy and the prices, fees and conditions shown in the app when you book are the whole agreement between you and TowelRun about the Service.

If any part of these Terms cannot be enforced, the rest still applies. If we do not enforce a part right away, we can still enforce it later.

You may not transfer your rights under these Terms without our consent. We may transfer ours, for example as part of a merger or sale of our business.

You agree that we may send you notices, receipts and other communications electronically, by email or in the app.

TowelRun LLC, support@towelrun.com, towelrun.com.