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.

Taxes & Environmental Fees: All orders are subject to Texas state and local sales tax (currently 8.25%) and an Environmental Fee (3.0%) dedicated to closed-loop solvent recycling, water reclamation systems, and sustainable packaging. All taxes and surcharges are itemized transparently on booking review screens and final digital receipts.

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.

Routine Membership (Automatic Renewal): Choosing Weekly Routine or Bi-Weekly Routine when you book enrolls you in a standing pickup on the same day and window every week or every other week, at the address you booked, until you cancel. Each pickup is created automatically; two days before it we place a hold for the estimate on your saved card and text you, and after the order is weighed and counted we charge the actual total. You may skip any pickup or pause for up to 8 weeks from your account or by replying SKIP; cancelling or skipping less than 2 hours before your window carries the $15 late-cancel fee (members get one waived per month), and three skips in a row pause the membership. You may cancel at any time from your account at no charge. A membership requires an account, which we create for you; you sign in with a link sent to your email or a code texted to your verified phone, with no password needed.

5. Pickup and Delivery Logistics & Failed Service Policy

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.

Failed Service Attempt Policy: If our courier arrives during your confirmed service window but cannot complete the pickup or delivery because the garments are unavailable, access information is incorrect or incomplete (e.g., missing gate access code or unreachable concierge), or the required recipient is unavailable, a $15.00 failed-service fee may apply. Policy rules apply as follows:

• First occurrence: Waived in full as a courtesy.
• Customer reschedules ≥2 hours beforehand: $0 fee.
• First Eleven courier or plant delay: $0 fee.
• Repeat unnotified failed attempts: $15.00 service fee.
• Customer cancels or reschedules under 2 hours before the window: $15.00 fee, charged to the card on file (Zone 5 Extended Reach pickups: the Extended Reach fee instead). The first one is waived as a courtesy; Routine members have one waived each calendar month instead. You are shown the fee and asked to confirm before it is charged.

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: 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 & SMS Terms

By creating an account or booking a pickup, you consent to receive electronic receipts, legal notices, and operational notifications by email. Order progress alerts and driver tracking updates may also be delivered via email.

SMS / Text Message Terms

You may separately opt in to receive SMS text messages from First Eleven Cleaners, including order status updates, service notifications, and delivery alerts. Opting in to SMS is voluntary and is not a condition of purchase or account creation.

• Message Frequency: Message frequency varies based on your order activity and service requests.
• Message & Data Rates: Standard message and data rates may apply depending on your mobile carrier and plan.
• To Opt Out: Reply STOP to any SMS at any time to cancel. You will receive a single confirmation message and no further texts will be sent.
• For Help: Reply HELP for assistance, or contact us at support@firstelevencleaners.com or call (682) 200-0039.
• Carrier Liability: Mobile carriers are not liable for delayed or undelivered messages.
• Privacy: We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. See our Privacy Policy for full details.

Promotional SMS communications (offers and promotions) require a separate opt-in and can be revoked independently at any time by replying 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.