Payments & Billing
How charges work, what fees to expect, and where to find your receipts.
When You're Charged
When you place an order, your card is validated but not charged. The actual charge happens when your order reaches "Ready" status — after your provider has finished processing your laundry and before delivery begins. This means your final amount may differ from the estimate if your provider adjusts the price during processing (for example, if your load was heavier than expected).
No surprise charges. If your provider adjusts the price, you'll see the updated amount on your order detail screen before you're charged. You're always charged the final amount shown, never more.
What's Included in the Price
Your order total includes:
- Service charges — set by your provider (per bag, per pound, or per item)
- Service fee — a small platform fee (5% of your order, minimum $0.50) that covers payment processing and app infrastructure
- Laundry Guard — $2.99 if you opted in (optional)
- Discount — any discount code savings are shown as a line item
You'll see a full cost breakdown on the review screen before you place your order, and again on your order detail screen after delivery.
Payment Methods
Laundryve accepts major credit and debit cards. You can add multiple payment methods and choose which one to use for each order. Your card details are stored securely by Stripe — Laundryve never sees or stores your full card number.
To manage your payment methods, go to your account settings. You can add new cards, remove old ones, or set a default.
If a Payment Fails
If your card is declined when your order is ready for delivery, the system automatically retries the charge every 12 hours (up to 4 attempts within 48 hours). Your provider can also manually retry the charge from their end.
If the payment still can't be processed after multiple attempts, both you and your provider will be notified. You'll receive a notification to update your payment method or contact your provider to arrange an alternative.
Refunds & Cancellations
What happens financially when an order is cancelled depends on where it is in the process:
- Before pickup: No charge — your card was validated but never charged
- After pickup, before ready: A 50% cancellation fee may apply if you (the customer) cancel
- After ready/delivery: If the provider cancels at this stage, you receive a full refund of the captured payment
Laundry Guard claim refunds are handled separately — see Laundry Guard Protection for details.
Refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank.
Receipts
After your order is delivered and charged, a receipt link is available on your order detail screen. Tap it to view or download a receipt showing the full breakdown of your charges.