firstServices Terms of Service

firstServices Customer Terms & Conditions

Updated August 27th, 2024

By purchasing products from FirstServices, you agree to abide by these terms and conditions of service. By agreeing to our terms and conditions, you confirm that you have read, understood, and accepted the following information:

Laundry & Dry-Cleaning Services

  • Service Quality

    • FirstServices strives to provide customers with convenient and quality laundry and dry-cleaning services in collaboration with We Wash It Laundry Service Inc.

    • FirstServices’ Customer Experience team is available to address all customer needs such as billing, rescheduling, and service inquiries during regular business hours.

    • FirstServices will communicate with customers in advance regarding delays, service operation updates (e.g., inclement weather), and other adjustments to services purchased.

    • Employees will pick up and deliver customer items in accordance with purchased plans based on identified service frequency.

  • Pickup and Delivery Schedule

    • Pickups are scheduled Monday – Thursday before 12:00 PM according to the customer’s residence (on or off campus) or identified pickup location.

    • Items dropped off at 118 Williams Hall before 12:00 PM Monday through Wednesday will be available for pickup within 48 hours (72 hours for dry-cleaning). 

    • Items dropped off at 118 Williams Hall before 12:00 PM on Thursdays will be available for pickup after Monday afternoon.

  • Delivery Permissions

    • FirstServices has your permission to leave your laundry and/or dry cleaning at the same address it was picked up from, with or without you being present.

  • Refunds & Reimbursements

    • Delayed Laundry: If laundry is not returned within 48 business hours according to the specified schedule, customers are entitled to a refund of the service charges for the delayed load. If Dry-Cleaning is not returned within 72 business hours, according to the specified schedule, customers are entitled to a refund of the service charges.  

    • Lost or Damaged Clothing

      • Defined as items torn, ripped, or destroyed by the laundry process.

      • FirstServices insures lost or damaged clothing up to $250 per bag

      • Customers will be reimbursed on a per-item basis (regardless of brand, age, or if the item was part of a set) according to the Clothing Reimbursement Schedule:

      • Item of Clothing

        Reimbursement

        Long-sleeved shirt

        $                  15.00 

        T-Shirt

        $                  10.00 

        Undershirt

        $                   5.00 

        Button-down shirt

        $                  20.00 

        Tank Top

        $                  10.00 

        Blouse

        $                  20.00 

        Sweatshirt

        $                  15.00 

        Sweatpants

        $                  10.00 

        Sweater

        $                  20.00 

        Shorts

        $                  15.00

        Pants

        $                  25.00 

        Blazer

        $                  40.00

        Skirts

        $                  20.00 

        Nightwear

        $                  10.00 

      • Discoloration caused by dye running from other items or items left in pockets will not be reimbursed.

      • Customers are not reimbursed for leaving delicate items that are not supposed to be washed in their laundry bags.

      • Responsibility to decide what items to place in each bag lies with the customer.

  • Prohibited Items

    • Customers should remove valuable items (electronics, cash, etc.) and delicate garments unsuitable for washing or dry-cleaning from their bags. FirstServices will not check your bags for these items. This includes:

      • Electronics (AirPods, headphones, phones, etc.)

      • Clothing with intricate beading, sequins, or embroidery

      • Delicate fabrics like silk, cashmere, and lace

      • Woolen items such as sweaters, socks, and blankets

      • Leather or suede items, including jackets and shoes

      • Velvet, taffeta, or other textured fabrics

      • Clothing that may bleed or fade in the wash

      • Undergarments or lingerie with underwire or padding

  • Filing a Damaged or Lost Item Claim

    • Notify FirstServices regarding any damage to returned items within 24 hours of the laundry item being returned.

    • Claims for refunds and reimbursements must be made within 24 hours of the incident.

    • FirstServices requires at least two weeks to search for missing laundry before a refund can be issued.

  • Laundry & Dry-Cleaning Bag Policies

    • FirstServices will only pick up and drop off laundry and dry-cleaning bags issued by FirstServices with the company logo and customer’s name. 

    • Damaged bags caused by FirstServices will be replaced for free.

    • Damaged or lost bags caused by the customer will be replaced for a fee of $6 per new bag.

 

Beverage Delivery Services

  • Service Quality

    • FirstServices’ Customer Experience team is available to address all customer needs such as billing, rescheduling, and service inquiries during regular business hours.

    • FirstServices will communicate with customers in advance regarding delays, service operation updates (e.g., inclement weather), and other adjustments to services purchased.

    • Employees will deliver customer items in accordance with purchased plans based on identified service frequency.

  • Delivery Permissions

    • FirstServices has your permission to leave your beverages at your designated address with or without you being present.

  • Damaged Beverage Cases

    • Beverage cases damaged upon delivery will be replaced free of charge.

    • Customers must notify FirstServices about damaged beverage cases within 24 hours of delivery for a replacement. Requests made after 24 hours will not be accommodated

Care Package Services

  • Service Quality

    • FirstServices’ Customer Experience team is available to address all customer needs such as billing, rescheduling, and service inquiries during regular business hours.

    • FirstServices will communicate with customers in advance regarding delays, service operation updates (e.g., inclement weather), and other adjustments to services purchased.

    • Employees will deliver customer items in accordance with purchased plans based on identified service frequency.

  • Delivery Permissions

    • FirstServices has your permission to leave your care package at your designated address with or without you being present.

Mid-Semester Plan Cancellation

  • Refund Eligibility: Customers who cancel their subscription plan mid-semester may be eligible for a total or partial refund based on the unused portion of their plan.

  • Refund Calculation: Full refunds are given if the plan is canceled within 14 days after service starts regardless of purchase date. Refunds are calculated based on the number of weeks remaining in the semester, minus a prorated fee for weeks that have passed.

  • Refund Processing: Refunds will be processed within two weeks of the cancellation notification and issued via the original payment method.

Payment

  • Payment Methods

    • FirstServices accepts various payment methods including credit/debit cards, University Budget code, and other payment gateways as specified on our website. 

    • We do not accept purchase orders. 

    • Payments are processed securely through Cybersource, and customers will receive a confirmation receipt upon a successful transaction.

  • Billing Cycles

    • For subscription plans, billing occurs at the beginning of the service period and continues recurring as per the plan selected.

    • One-time services are billed at the time of purchase and must be settled before items are released.

  • Late Payments

    • In the event of a failed payment, FirstServices will notify the customer and attempt to reprocess the payment.

    • If payment is not received within 7 days of the due date, services may be suspended until the outstanding balance is settled.

    • In the event FirstServices must commence any action against a customer to recover amounts due hereunder, the customer shall reimburse FirstServices for its attorney’s fees and court costs associated with such action.

  • Refunds

    • Refunds for cancellations and eligible services will be processed as described in the respective service sections (e.g., Laundry & Dry-Cleaning Services, Mid-Semester Plan Cancellation).

    • Refunds will be issued via the original payment method within two weeks of the refund request being approved by the Penn Student Agencies Program Manager and Finance Team.

Conflicts or Concerns

Any conflicts, concerns, ambiguities, or questions related to the terms and conditions will be resolved by firstServices and Penn Student Agencies. These terms and conditions are subject to change at any time at FirstServices’ discretion. Any changes will be communicated to customers no later than 24 hours before the updated version is released on our website.

Extent of Terms & Conditions

 

By completing the online order purchase and/or by signing below, customers agree to these terms and conditions for the duration of service provided by FirstServices under Penn Student Agencies including any future updates or amendments to these terms and conditions.