Terms of Service

Tama Laundry

Effective Date: July 15, 2026 Last Updated: July 15, 2026

1. Who We Are; Acceptance of These Terms

These Terms of Service ("Terms") are a binding agreement between you ("you," "your," or "Customer") and Tama Laundry LLC ("Tama Laundry," "Company," "we," "us," or "our"), governing your use of our laundry pickup-and-delivery services, our mobile application, and our websites (collectively, the "Service"). Tama Laundry LLC is a Hawaii limited liability company based in Honolulu, Hawaii, and operates on the Tama OS platform provided by Tama OS LLC (see §5.5 and §13 for the platform's payment-processing and technology role).

By creating an account, booking an order, or otherwise using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy, which is incorporated by reference. If you do not agree, do not use the Service.

You must be at least 18 years old and able to form a binding contract to use the Service. The Service is not directed to children under 13.

2. The Service

Tama Laundry provides on-demand and scheduled laundry pickup and delivery. In general:

You schedule a pickup for a chosen address and time window through the app or website.
A driver collects your laundry at the scheduled pickup.
Your laundry is processed as wash & fold (charged by weight) and/or as bulky/specialty items (charged at flat, per-item rates), together with any optional add-on services you select.
Your laundry is returned to your chosen delivery address and time window.

Service features, coverage areas, turnaround times, and available options are described in the app at the time of booking and may change. The Service is currently offered in the Honolulu / Oahu, Hawaii area; availability at any given address is shown at checkout.

3. Accounts

To use most features you must create an account. You may register with an email and password, an email sign-in link, or a supported third-party sign-in (including Sign in with Apple, Google, or Facebook). You are responsible for the accuracy of your account information and for maintaining the confidentiality of your credentials. You are responsible for activity under your account. Notify us promptly of any unauthorized use.

4. Pricing and Charges

4.1 Rates are set by the operator and shown at booking. Prices for wash & fold (per pound), bulky and specialty items (flat, per item), delivery, service fees, any same-day or rush surcharge, and applicable taxes are configured by Tama Laundry and displayed to you in the app or website at the time you book. We do not publish a fixed nationwide price list in these Terms because rates may vary by service option and by pickup/delivery location. The prices shown to you at checkout govern your order.

4.2 Estimates and the amount charged. For wash & fold, the price shown at booking is an estimate based on an estimated weight (which you may provide, or which may be estimated from a photo you submit — see §11 and our Privacy Policy). Your laundry is weighed when it is collected and processed, and your card is charged after weighing (see §5.2). Your final total is the amount shown for your order and may be adjusted if your laundry differs from the estimate; any adjustment (additional charge or refund) is handled as described in §8. Prices are at the per-pound rate and minimums, fees, surcharges, and tax shown at checkout. Orders are billed on the booked estimate at pickup; final charges are adjusted to actual weight when weighed, with a 15 lb minimum per order.

4.3 Minimums. Your order may be subject to a minimum billable weight and/or a minimum order amount as shown at checkout. If your laundry is below the applicable minimum, you will be charged the minimum. Members may be subject to different minimum treatment as described in §6.

4.4 Taxes. Prices are exclusive of tax unless stated. We collect and remit Hawaii General Excise Tax (GET) and any applicable county surcharge as a pass-through, shown as a separate line on your receipt. Tax may apply to service and delivery fees as well as to goods.

4.5 Gratuity. Where a gratuity is added to an order, it is shown on your receipt. Gratuities, where applicable, are not taxed.

4.6 Currency. All prices and charges are in U.S. dollars.

5. Payment Terms

5.1 Card on file; authorization. To book, you provide a payment card, which is securely stored with our payment processor (Stripe) as your card on file. We never receive or store your full card number; our systems retain only a payment token and limited card metadata (brand, last four digits, and expiration). By providing a card and booking an order, you authorize us to charge that card for the amount of your order (as described in §4.2), for membership fees (see §6), and for any other amounts you owe under these Terms (such as a late-cancellation fee under §7), whether or not you are present ("card-not-present" / off-session charges).

5.2 When we charge. For a typical order, your card is charged after your laundry is collected and weighed, not at the moment of booking. The amount charged is your order total as described in §4.2. You will receive a receipt by email.

5.3 Pay by link. In some cases we may send you a secure payment link (for example, to settle an outstanding balance). Following the link authorizes payment of the stated amount using your card on file.

5.4 Failed payments. If a charge is declined, you remain responsible for the amount owed, and we may retry the charge, suspend Service, or record the amount as an outstanding balance.

5.5 Payment processing. Card payments are processed by Stripe and are subject to Stripe's terms and privacy policy. Payments are charged through the Tama OS platform's merchant account (Tama OS LLC as merchant of record) and settled to Tama Laundry.

6. Memberships

We may offer optional paid memberships (subscription plans). Membership terms shown at signup govern; in general:

6.1 Billing and auto-renewal. Memberships are billed monthly to your card on file through Stripe, and automatically renew each month until cancelled. The first month's fee is charged immediately at signup. No free trial is offered unless expressly stated at signup. You can cancel at any time as described in §6.6.

6.2 Included allowance. Each plan includes a monthly allowance — either a number of pounds of wash & fold or a number of pickups/bags, as stated for your plan. Included allowance applies to qualifying orders during your billing cycle.

6.3 Carryover and expiry. Unused allowance from a billing cycle carries over to the next cycle. Carried-over allowance remains available through the end of the following billing period and, if not used, expires at the end of that period; it does not accumulate indefinitely.

6.4 Overage. If your usage in a cycle exceeds your included and carried-over allowance, the excess ("overage") is charged per pound at the overage rate for your plan. If you signed up at a rate that was later changed, your membership overage rate may be locked to the rate in effect when you joined (a "grandfathered" rate) unless you change plans.

6.5 Proration. If you upgrade to a higher-priced plan mid-cycle, the change takes effect immediately and Stripe bills a prorated amount for the remainder of the cycle. If you downgrade to a lower-priced plan, the change takes effect at your next renewal, and no proration credit is issued for the current cycle.

6.6 Cancellation of membership. You may cancel your membership at any time. Cancellation takes effect at the end of your current paid billing period — your benefits remain active until then, and no partial refund is issued for the remainder of the period. Any unused allowance not consumed by the end of the period is forfeited and is not refunded or converted to cash. You may resume a pending-cancellation membership before the period ends.

6.7 Plan changes. You may switch plans as described above (upgrades immediate, downgrades at renewal). Only one active membership may apply to your account at a time.

6.8 Changes to plans and pricing. We may change membership features and pricing prospectively; we will provide notice as required by law, and changes apply from your next renewal.

7. Cancellations, Reschedules, and Fees

7.1 Cancelling a pickup. You may cancel a scheduled pickup through the app, website, or your booking-confirmation link any time before the driver has picked up your laundry. After pickup, an order cannot be self-cancelled; contact support.

7.2 Late-cancellation fee. If you cancel within 2 hours of your scheduled pickup window opening, a late-cancellation fee of $10 may be charged to your card on file. Cancellations made before that window are free. We may waive the fee at our discretion (for example, for a first-time occurrence or extenuating circumstances). A cancellation is honored even if the fee cannot be collected at that moment; any uncollected fee remains owed.

7.3 Reschedules. You may reschedule a pickup, free of charge, before the applicable cutoff. To reschedule, both the current pickup and the new window must be at least a short lead time (currently 2 hours) away. Reschedules are not permitted once a driver is en route.

7.4 Missed pickups. If our driver arrives within the scheduled window and is unable to collect your laundry (for example, no laundry is available and no unattended instructions were provided), a missed-pickup fee may apply as shown at booking.

8. Refunds, Adjustments, and Credits

8.1 Refunds. Refunds, when issued, are made to your original payment method through Stripe and are initiated by Tama Laundry (for example, to resolve a service issue or correct a charge). There is no automated self-service refund. Cancelling an order that has already been charged does not by itself issue a refund; contact support and we will review the charge.

8.2 Price adjustments. If we adjust the price of an order after it has been charged (for example, correcting a weight), the difference is recorded as an order adjustment. Order adjustments are kept as a permanent record of the change; any resulting refund or additional charge is handled separately as described in §8.1 and §5.

8.3 Account credit. We may, at our discretion, grant account credit to resolve a service issue. Account credit has no cash value, is non-transferable, and is not redeemable for cash.

9. Our Responsibility for Your Items; Liability for Loss or Damage

9.1 Care. We handle your laundry with reasonable care using standard commercial practices. Nonetheless, laundering carries inherent risks (shrinkage, fading, color transfer, wear, or damage to items not suited to standard processing).

9.2 Limitation of liability for items. For any item that is lost or damaged while in our care, our maximum liability is limited to the lesser of (a) ten times (10×) the wash & fold cleaning charge for the affected order and (b) US$500 per order. To be eligible for coverage above this limit, an item of unusual value must be declared at booking and accepted by us in writing (see §9.3). This limit is a material part of the pricing of the Service. We are not liable for: items with pre-existing damage or defects; items damaged due to the nature of the fabric or the manufacturer's care instructions; ordinary wear and tear; items left in pockets; or items you failed to disclose as requiring special handling.

9.3 High-value items. Unless you declare an item's value at booking and we agree in writing to handle it, you agree not to include items of unusual value (for example, heirloom, designer, or irreplaceable items), and we are not liable beyond the limit in §9.2 for such items.

9.4 Claims window. Any claim for lost or damaged items must be reported to support within 7 days of delivery, with reasonable detail.

10. Unattended Pickup and Delivery

You may authorize unattended pickup and/or delivery by providing pickup or drop-off instructions (for example, "leave at the front door"). If you do:

You assume the risk of loss, theft, or damage to laundry left unattended, including due to weather, pets, or third parties, from the time it is left at the agreed location.
You are responsible for ensuring the location is accessible, safe, and lawful for our driver to use.
Delivery is deemed complete when your laundry is left at the location you specified.

If you do not provide unattended instructions and no one is available, we may treat the stop as a missed pickup/delivery (see §7.4) or hold your laundry for redelivery.

11. Communications and Consent

11.1 Transactional messages. When you book, you agree to receive transactional communications about your order. The consent you provide is recorded verbatim. The consent text you agree to is:

"By booking, you agree to receive transactional texts and emails about your order (confirmation, pickup, and delivery updates). Msg & data rates may apply; reply STOP to opt out."

11.2 Nature of messages. These messages are transactional (order confirmations, pickup and delivery updates, receipts, and service messages), not marketing. Message and data rates may apply. You may reply STOP to opt out of text messages and HELP for help; opting out of transactional messages may affect our ability to keep you informed about your orders.

11.3 Record of consent. We record your consent, including the exact text shown to you, the channel, and technical details (such as timestamp, IP address, and device/browser information) as proof of consent. See our Privacy Policy for details.

11.4 AI weight estimation. If you choose to submit a photo of your laundry to estimate weight, that photo is processed by a third-party AI service to produce an estimate and is not stored by us for that purpose. Submitting a photo is optional. See our Privacy Policy.

12. Your Responsibilities; Prohibited Items

You agree to:

Provide accurate pickup/delivery addresses and instructions.
Empty pockets and remove non-launderable items before pickup; we are not responsible for items left in laundry.
Not include hazardous, illegal, biohazardous, or heavily contaminated materials, or items prohibited by law, in your laundry.
Disclose items requiring special handling before pickup.

We may refuse, return, or dispose of laundry that violates this section or that poses a health or safety risk, and you remain responsible for applicable charges.

13. Third-Party Platform and Services

The Service operates on the Tama OS technology platform and relies on third-party providers (including for payments, messaging, mapping, and hosting) as described in our Privacy Policy. Your use of certain features may be subject to those providers' terms. We are not responsible for third-party services outside our control.

14. Disclaimers

EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," AND WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT ANY PARTICULAR CLEANING RESULT WILL BE ACHIEVED.

15. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, AND EXCEPT FOR OUR LIABILITY FOR LOST OR DAMAGED ITEMS AS EXPRESSLY PROVIDED IN §9, TAMA LAUNDRY AND ITS AFFILIATES, INCLUDING TAMA OS LLC, WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR DATA, ARISING FROM OR RELATED TO THE SERVICE. OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIM RELATING TO THE SERVICE WILL NOT EXCEED THE GREATER OF THE AMOUNT YOU PAID US FOR THE ORDER GIVING RISE TO THE CLAIM OR US$500. Some jurisdictions do not allow certain limitations, so some of the above may not apply to you.

16. Indemnification

You agree to indemnify and hold harmless Tama Laundry, Tama OS LLC, and their officers, employees, and contractors from claims, damages, and expenses (including reasonable attorneys' fees) arising from your breach of these Terms, your misuse of the Service, or items you provided that violated §12.

17. Dispute Resolution; Binding Arbitration

17.1 Informal resolution first. Before starting an arbitration, you and Tama Laundry agree to try to resolve any dispute informally by contacting support and allowing 30 days to resolve it.

17.2 Binding individual arbitration. If the dispute is not resolved informally, you and Tama Laundry agree that any dispute, claim, or controversy arising out of or relating to the Service or these Terms will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. The arbitration will be seated in Honolulu, Hawaii, and governed by the law of the State of Hawaii and the Federal Arbitration Act.

17.3 Jury and class-action waiver. You and Tama Laundry waive the right to a jury trial and agree that claims may be brought only in an individual capacity, and not as a plaintiff or class member in any class, collective, or representative proceeding.

17.4 Small-claims carve-out. Either party may instead bring an eligible individual claim in small-claims court for disputes within that court's jurisdiction.

17.5 30-day opt-out. You may opt out of this arbitration agreement within 30 days of first accepting these Terms by emailing support@tamalaundry.com with your name and account email. Opting out does not affect the other provisions of these Terms.

18. Governing Law and Venue

These Terms are governed by the laws of the State of Hawaii, without regard to its conflict-of-laws rules. Subject to §17, the exclusive venue for disputes is the state and federal courts located in Honolulu, Hawaii, and you consent to their jurisdiction.

19. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will provide notice (for example, in the app or by email) and update the "Last Updated" date. Your continued use of the Service after changes take effect constitutes acceptance.

20. General

20.1 Assignment. You may not assign these Terms without our consent. We may assign them to an affiliate or successor. 20.2 Severability. If any provision is unenforceable, the remaining provisions remain in effect. 20.3 No waiver. Our failure to enforce a provision is not a waiver. 20.4 Entire agreement. These Terms and the Privacy Policy are the entire agreement between you and us regarding the Service. 20.5 Contact. Questions about these Terms: support@tamalaundry.com (Tama Laundry LLC, PO Box 22766, Honolulu, HI 96823).