Terms and Conditions

Last Updated: November 18, 2025

Welcome to Lilac Fresh, LLC (“Lilac Fresh,” “we,” “us,” or “our”). These Terms and Conditions (“Terms”) govern your access to and use of our website at https://lilacfresh.com (the “Website”), our laundry pickup and delivery services (the “Services”), and any related features or applications. By accessing the Website, creating an account, placing an order, or using our Services, you agree to be bound by these Terms. If you do not agree, please do not use our Website or Services.

We may update these Terms from time to time. We will notify you of material changes by posting the revised Terms on the Website with the updated “Last Updated” date. Continued use of the Services after changes constitutes acceptance of the new Terms.

1. Description of Services

Lilac Fresh provides convenient laundry pickup and delivery services, including:

Free pickup and delivery of laundry within our service areas on a scheduled basis
Washing, folding, and processing of eligible laundry items using a variety of detergents, softeners, and dryer sheets (fragrance-free options available)
Account management features to save detergent preferences, delivery notes, and client instructions

We do not offer dry cleaning, shoe cleaning, or processing of items contaminated with bodily fluids. Additional fees may apply for specialized handling (e.g., pet hair removal or extra totes). We reserve the right to modify or discontinue Services at any time without notice.

2. User Accounts and Eligibility

To use our Services, you may need to create an account by providing accurate information (name, email, phone number, address, preferences). You are responsible for keeping login credentials confidential and for all activity under your account.

You must be at least 18 years old or the age of majority in your jurisdiction. By using the Services, you represent that you meet these requirements.

3. Ordering and Payment

Ordering: Create an account, select your preferences, and submit your order. On pickup day, place your laundry in the provided Lilac Fresh tote at the designated spot.

Startup Fee: A one-time startup fee applies to all new customers. It covers your Lilac Fresh tote, personalized QR labels, account setup, and related technology costs. The fee varies by distance, number of totes, and service level. Additional totes requested later incur extra fees.

Payment: All payments are processed securely through third-party processors (e.g., Stripe). You agree to pay all applicable fees, taxes, and extra charges (e.g., specialized handling). We do not store full payment details.

No Refunds: As a small business, we do not offer refunds for Services rendered or startup fees. If you have concerns, contact us—we’re happy to review your feedback.

4. Pickup and Delivery

Pickup and delivery are included with Service packages.
You must ensure your laundry is ready and accessible at the scheduled time/location.
Reusable totes remain Lilac Fresh property. Lost or damaged totes may incur replacement fees.
Delivery times are estimates and may be affected by weather, traffic, or other conditions. We are not liable for delays outside our control.

5. Prohibited Items and Customer Responsibilities

Do not include the following in your laundry:

Shoes or non-laundry items
Items contaminated with bodily fluids (vomit, diarrhea, blood, semen, feces)
Hazardous materials, valuables, or items that could damage equipment or other customers’ laundry

You are responsible for sorting laundry, removing prohibited items, and providing accurate instructions. We may refuse, return, or halt processing if prohibited items are found.

6. Quality and Liability

We strive for high-quality results but cannot guarantee stain removal, colorfastness, or fabric integrity.
Lilac Fresh and its employees are not responsible for damage or loss caused by normal laundering processes, pre-existing defects, or incorrect instructions.
By placing an order, you accept these risks and release us from related liability.
Our total liability for any claim is limited to the amount you paid for the order in question.

7. Intellectual Property

The Website, Services, trademarks, logos, and content are owned by Lilac Fresh or our licensors and protected by intellectual property laws. You may not copy, modify, distribute, or use our content without prior written consent.

8. Termination

We may suspend or terminate your account at any time, without notice, for violating these Terms or engaging in harmful conduct. Outstanding fees remain payable upon termination.

9. Indemnification

You agree to indemnify and hold harmless Lilac Fresh, its officers, directors, employees, and agents from any claims, losses, damages, or expenses arising out of your use of the Services, violation of these Terms, or infringement of third-party rights.

10. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of Arizona, without regard to conflict-of-law principles. Any disputes shall be resolved exclusively in the state or federal courts located in Pima County, Arizona.

11. Miscellaneous

Force Majeure: We are not liable for delays or failures caused by events beyond our control (e.g., natural disasters, pandemics).
Severability: If any provision is deemed invalid, the remaining Terms remain in effect.
Entire Agreement: These Terms constitute the entire agreement between you and Lilac Fresh regarding the Services.

12. SMS Notifications

If you opt in to SMS notifications, you consent to receive transactional messages about orders, pickups, and deliveries. Message frequency may vary. Standard message and data rates may apply. Reply STOP to unsubscribe and HELP for assistance. We will not sell or share your mobile information with third parties for marketing purposes.

Contact Us

For questions about these Terms, please email privacy@lilacfresh.com or visit https://lilacfresh.com.