Terms of Service

1. Acceptance of Terms

By accessing our website, creating an account, or scheduling dry cleaning or laundry pickup through First Eleven Cleaners ("First Eleven," "we," "our," or "us"), you agree to be bound by these Terms of Service.

If you do not agree to these Terms, please do not use our services.

2. Services Provided

First Eleven Cleaners provides premium garment care and logistics across the Dallas-Fort Worth Metroplex, including:

• Professional eco-friendly dry cleaning and hand-finishing
• Wash-and-fold laundry service with custom detergent and folding specifications
• Garment pressing and hand-steaming
• Contactless and attended doorstep pickup and delivery
• Commercial and institutional uniform care programs
• AI-assisted customer concierge ("Eleven") and online client portals

Services are subject to regional geographic availability and plant operational capacity.

3. Customer Accounts & Access

You are responsible for:

• Providing accurate contact details, delivery addresses, and property gate codes
• Maintaining the confidentiality of your credentials and account session
• Ensuring safe, unobstructed physical access for our logistics couriers
• All activities, bookings, and charges conducted under your authenticated account

4. Pricing, Fees & Invisible Checkout

All core prices are published transparently on our website prior to booking. Wash-and-fold is priced at $3.00/lb subject to a 15-lb minimum floor ($45.00 minimum charge). Dry cleaning is priced per garment according to our published item catalog.

Invisible Checkout Protocol: When you book a pickup, your card on file is pre-authorized. We do not finalize or settle charges until your garments arrive at our central facility, are weighed on certified scales, itemized, and photographed into your Garment Passport.

5. Pickup and Delivery Logistics

Couriers operate within designated morning (7:30 AM – 10:00 AM) and evening (5:00 PM – 8:00 PM) windows. Customers must ensure that bags are placed in safe, weather-protected locations or hand-delivered to the courier. Pets must be secured.

Missed pickups due to inaccessible properties or incorrect gate instructions may be rescheduled or incur a dry-run fee. Delivery times represent estimates backed by our 48-Hour Match-Ready Guarantee, excluding Sundays when our main plant is closed.

6. Garment Inspection & Garment Passport

Every garment entering our facility is barcoded, cataloged, and photographed under studio lighting. Condition notes, missing buttons, fabric wear, and pre-existing tears are recorded in your digital Garment Passport.

Customers are urged to disclose known vulnerabilities, stains, or delicate trims in their booking notes. Failure to disclose known defects may affect warranty and claim eligibility.

7. Items Accepted at Customer Risk

Items accepted at owner risk include: genuine leather, suede, natural furs, silks with unstable dyes, sequined or beaded garments, antique/vintage garments (over 10 years old), and garments lacking permanent FTC care labels.

8. Claims, Damage & Satisfaction Guarantee

Under our Make It Right Guarantee, if you are dissatisfied with the cleaning or press quality of any garment, notify us within 7 calendar days of delivery, and we will re-clean the item at zero additional charge.

Any formal claim for garment loss or physical damage must be filed through the customer portal or by emailing legal@firstelevencleaners.com within 7 calendar days of delivery, accompanied by the original intake Garment Passport photo. First Eleven Cleaners reserves the right to physically inspect the garment before resolving any claim.

9. Limitation of Liability

To the maximum extent permitted by applicable law, the liability of First Eleven Cleaners for any lost or damaged garment shall not exceed:

First Eleven Cleaners is not liable for incidental, indirect, or consequential damages, nor for:

• Pre-existing tears, moth holes, sun fade, or aged fabric breakdown
• Normal wear, shrinking due to manufacturer sizing instability, or defective buttons/zippers
• Color bleeding resulting from manufacturer improper dying or lack of colorfastness
• Cash, jewelry, or personal items left inside garment pockets
• Unclaimed garments held for more than 90 days after delivery attempts

10. Commercial Accounts & Net Terms

Corporate, athletic, hospitality, and institutional clients may be governed by customized Master Services Agreements (MSAs) or Net 15 / Net 30 payment terms. In the event of a direct conflict between these standard Terms and an executed commercial agreement, the executed commercial agreement controls.

11. Acceptable Use & Non-Harassment

Customers agree not to submit hazardous materials, biological biohazards, or pest-infested items. We maintain zero tolerance for harassment, verbal abuse, or unsafe conduct toward our delivery drivers or facility personnel.

12. Electronic Communications & TCPA Consent

By creating an account or booking a pickup, you consent to receive electronic receipts, legal notices, and operational notifications. Order progress alerts and driver tracking updates are delivered via SMS or WhatsApp. Promotional communications require separate opt-in consent and can be revoked at any time by texting STOP.

13. Governing Law & Dispute Resolution

These Terms of Service are governed by and construed in accordance with the substantive laws of the State of Texas, without regard to its conflict-of-laws principles.

Informal Resolution: Before initiating formal proceedings, both parties agree to attempt good-faith informal resolution by providing written notice to legal@firstelevencleaners.com.

If a dispute cannot be resolved within 30 days of notice, exclusive venue and jurisdiction for any legal action or arbitration shall reside in state or federal courts located in Dallas County, Texas.