FAQ

You may cancel your laundry service at any time. Simply email our service response team at [email protected] with “service cancellation” in the subject line and then state your request. A service team member will respond to your request shortly. Please note that your service account will remain active until all open invoices are paid in full.

As a ValetPress customer, before we begin washing your laundry, we will place a hold on your credit or debit card for the estimated total of your order. This pre-authorization is an estimate and will be based on the total weight of your laundry. The estimate will show on your bank statement as a pending charge. Once your ValetPress laundry is washed, dried, folded and ready to come home to you, we’ll bill your card for the final order total, thereby releasing the pending charge. Unless your order includes large items that are typically billed on a per-piece basis (Outerwear, mats, etc.), your final invoice will usually be less than the pre-authorized amount.

Pre–authorization is a way to test if your card “works” when it is entered into your profile and auth.net. This encompasses a few things: available funds, address match and whether the card is active. The process of credit and debit card pre–authorization is as follows: A transaction is initiated once your laundry is weighed.

A pre-authorization (also “pre-auth” or “authorization hold”) is a temporary hold on your debit or credit card that typically lasts five days or less. Your bank makes that determination, not ValetPress, or until the post-authorization (or “settlement”) comes through. In the case of ValetPress, once your laundry is returned, the card is charged for the amount of our service. An invoice is sent to you via the ValetPress application for your tracking.

If you believe you have an unauthorized charge from ValetPress you can submit a request to reverse the charges to our ValetPress response team at [email protected]. Or from your app go-to chat support, select customer support. Please address your concerns and provide the following information:

Full name

Company name

Email address

Phone number

Amount of incorrect charges

Date of delivery (if applicable)

If you received an incorrect credit or refund for a specific order, please email our support team at [email protected] or use the support chat available on the VP app. Please include the order number.

Fees help us pay Valets, operate the ValetPress platform, and provide the best service possible.

You can see the fees from the checkout screen so you’ll know what the total is for your order before paying. You’ll also receive a receipt showing a breakdown of the order subtotal, applicable taxes, fees, and gratuity.

The total cost of your order includes the price of the laundry items plus applicable tax, an optional tip to the Valet, and a delivery fee and service fee. In some cases, there may be an additional fee for orders below a minimum subtotal and/or a surcharge for special rush orders.

At the checkout page, before selecting “Place Order,” you have the option of selecting a specific amount to tip your Valet.

Additionally, if you'd like to adjust your tip after the checkout. Click on the chat support link in your app, click customer support and provide your Valet’s name and suggested tip amount, and a customer service rep will make the tip adjustment for you. Any adjustments to your tip has to be completed within 1 week of the completed service, or before the transaction settlement payout is complete.

When there are discrepancies between your initial order and what is received by our cleaner partner, a supplemental invoice will be applied for the difference.

Additionally, if an order is placed without order details our cleaner partner will conduct a piece count audit and submit the final charges on your behalf. An additional piece count audit charge of $5.00 will apply, in addition to the $60 order minimum charge when applicable.

If you do not receive your order, use the in-app Self Help tool which is the fastest and easiest way to have your issue immediately resolved. You must report orders that were never delivered ASAP so we can issue you the appropriate resolution.

Follow the instructions below to use Self Help.

iOS and Android:

In the ValetPress app, tap the Chat Support link, select Customer Support. Please provide the following information:

Full name

Company name

Email address

Phone number

Date of pick-up/delivery (if applicable)

Your order will be re-routed for pick-up.

If a delivered order was missing item(s) or had incorrect item(s), please submit a report to the ValetPress response team at [email protected]. Or use chat support found on your app.

Please state your concerns or provide a screen of the order, along with providing the following information:

Full name

Company name

Email address

Phone number

Provide description of missing items

Date of delivery (if applicable)

If the cleaner partner has not yet processed your order, you can make adjustments by chatting with a support agent. Live agent chat is available on the ValetPress website or the mobile app:

For mobile app users:

Press Chat Support in the lower-right-hand corner of the screen

If available, select Customer Support and provide a brief description of the adjustment you wish to make

Then press Submit to be connected to an agent

If the Valet has not yet been dispatched to your pick-up location, you can cancel a pick order by chatting with a support agent. Live agent chat is available on the ValetPress website or the mobile app:

For mobile app users:

Press Chat Support in the lower-right-hand corner of the screen

If available, select Customer Support and provide a brief

Then press Submit to be connected to an agent

This is something we hope you never experience with ValetPress. However, this is dirty laundry and strange things can happen. So, we apologize in advance if you should ever have a less than stellar experience with the quality of your laundry service. For the fastest resolution on this issue, we recommend using the ValetPress self-help feature.

To do so:

Select an order from the Orders tab

Tap "Chat Support" in the lower right-hand corner.

Select "Customer Support” and indicated poor service quality"

Follow the prompts and hit submit.