Terms & Conditions

Last Updated: July 25, 2026

Terms & Conditions
Last Updated: July 25, 2026
These Terms and Conditions govern services provided by Drycleaner.Alteration.Ottawa Inc., operating as Drycleaner Alteration Ottawa (“we,” “us,” or “our”), including services provided through our retail locations, website, pickup and delivery service, telephone, email, and other booking channels.
By submitting an order, leaving an item with us, arranging pickup, approving an alteration, or using our website, you agree to these Terms and Conditions.
1. Our Services
Our services may include:

Professional dry cleaning and laundering
Garment pressing and finishing
Alterations, repairs and tailoring
Wedding dress cleaning, alterations and preservation
Cleaning of formalwear, evening dresses, saris and embellished garments
Winter jacket, down jacket and luxury outerwear cleaning
Leather, suede and fur cleaning
Household-item cleaning, including comforters, duvets and blankets
Pickup and delivery
Other garment-care services offered at our locations

Availability, pricing and turnaround time may vary depending on the item, fabric, construction, condition and requested service.
2. Acceptance of an Order
An order is accepted when we take possession of the item or confirm an online pickup request.
We may refuse or cancel a service where:

The item cannot reasonably be processed safely
The care label prohibits the requested treatment
The item presents a health, safety or contamination risk
The requested alteration is not technically practical
The customer refuses a required risk acknowledgement
The item’s condition or value creates an unreasonable processing risk
The customer has unpaid amounts from a previous order

If we decline an item before work begins, the item will be returned without a service charge unless inspection, transportation or another specifically authorized service has already been performed.
3. Customer Authorization
By leaving an item with us, the customer authorizes us to:

Inspect the item and its care label;
Select a professionally reasonable cleaning or alteration method;
Treat visible and identified stains;
Take photographs of the item for condition documentation, quality control and claim management;
Reprocess the item when reasonably necessary;
Contact the customer regarding price changes, risks, delays or required approvals.

We will not use condition photographs for advertising without the customer’s permission.
4. Inspection and Pre-Existing Conditions
We make reasonable efforts to inspect items before processing. However, some conditions may not be visible until cleaning, pressing, dismantling or alteration begins.
Pre-existing conditions may include:

Weak, worn or deteriorated fabric
Colour fading, colour loss or dye instability
Previous repairs or alterations
Small holes, tears or broken stitching
Shrinkage from previous washing or manufacturing
Adhesive deterioration
Loose beads, sequins, stones or decorations
Damaged buttons, snaps, hooks or zippers
Stains that were previously treated or set by heat
Manufacturer defects
Damage concealed beneath linings, seams or trims

Photographs taken during intake or pickup may be used to document the condition of an item.
Acceptance of an item does not mean that we have confirmed it is free from hidden damage or manufacturing defects.
5. Care Labels and Professional Judgment
We generally follow the manufacturer’s care label. However, a care label does not guarantee a successful result and may be incomplete, incorrect or unsuitable for decorations, adhesives, trims or components added during manufacturing.
Where an item has no readable care label, contains conflicting instructions or requires a treatment outside the care instructions, we may:

Refuse the item;
Request written customer authorization;
Require an owner-risk acknowledgement; or
Apply a method we reasonably consider appropriate based on the item’s construction and condition.

We do not guarantee against damage caused by inaccurate care labels, defective materials, unstable dyes, weak construction or normal deterioration, except where the damage results from our failure to exercise reasonable care.
6. Stain Removal
We use professional methods and make reasonable efforts to remove stains. However, complete stain removal is not guaranteed.
Results depend on factors including:

The type and age of the stain
Previous cleaning attempts
Fabric composition
Dye stability
Heat exposure
Garment construction
Whether the customer identified the stain
Whether further treatment could damage the item

Some stains become permanent or cannot safely be removed without risking colour loss, texture change or fabric damage.
A remaining stain does not automatically mean the service was performed improperly and does not automatically qualify for a refund.
Where appropriate, we may offer a second professional treatment. Reprocessing may be refused when further treatment could damage the item.
7. Embellished, Delicate and Specialty Items
Garments containing beads, sequins, rhinestones, pearls, glued decorations, metallic components, lace, embroidery, feathers, decorative buttons or other delicate trims require special handling.
These components may loosen, dissolve, crack, tarnish, separate, change colour or become damaged during professional cleaning despite reasonable care.
Specialty items include:

Wedding and formal dresses
Vintage garments
Designer garments
Leather, suede and fur
Canada Goose, Moose Knuckles and similar outerwear
Down-filled garments
Hand-made clothing
Garments with glued or bonded construction
Items without care labels

Additional processing time, charges or written authorization may be required.
8. Wedding Dresses
Wedding dress cleaning, alteration and preservation are specialized services.
Turnaround times depend on the dress construction, train length, fabric, number of layers, decorations and staining. Wedding dresses are excluded from standard 24-hour pickup and delivery turnaround offers.
Preservation services reduce exposure to dust, light and environmental contamination but do not guarantee that a dress will remain permanently unchanged. Fabric and colour may naturally change over time.
Customers should disclose any sentimental, custom-made or unusually valuable characteristics before service begins.
9. Alterations and Tailoring
The customer is responsible for accurately explaining the requested alteration and approving the proposed fit, length, design or measurement.
For the best result, the customer should attend a fitting and bring the shoes, undergarments or accessories that will be worn with the garment.
Where a fitting is not available, the customer may be required to:

Provide a properly fitting sample garment;
Pin or mark the requested alteration;
Provide exact measurements; or
Approve the alteration instructions in writing.

We are not responsible for an unsatisfactory fit caused by incorrect measurements, customer-applied pins, an unsuitable sample garment, changes in body size, different footwear or incomplete instructions.
Altered garments should be inspected before being worn or washed. Any concern should be reported promptly.
Additional changes requested after the original alteration has been completed may be treated as a new service and may result in an additional charge.
10. Prices and Estimates
All prices are stated in Canadian dollars and are subject to applicable HST.
Website, advertisement and promotional prices may be starting prices. Final pricing may depend on:

Garment type and size
Fabric and construction
Stain severity
Decorations and trims
Required handwork
Alteration complexity
Specialty processing
Requested completion date

An estimate may be revised after physical inspection. Where a material price change is required, we will seek customer approval before completing the additional work.
Typographical, technical or pricing errors may be corrected before the service is accepted.
11. Payment
Payment is due when the order is collected or delivered unless another arrangement has been confirmed.
Online pickup and delivery bookings do not normally require immediate payment. The customer will be advised of the amount due before or at delivery.
We may retain possession of an order until all authorized charges relating to that order have been paid, subject to applicable law.
Returned payments, chargebacks or payment disputes may result in additional reasonable administrative or banking charges where legally permitted.
12. Turnaround Times
Completion dates are estimates and are not guarantees unless we expressly confirm a guaranteed date in writing.
Our normal service targets may include:

Approximately two business days for eligible in-store dry-cleaning orders;
Approximately 24 hours for eligible pickup and delivery orders;
The quoted completion date for alterations and specialty services.

The 24-hour service does not apply to every item and normally excludes:

Wedding dresses
Leather, suede and fur
Heavy household items
Complex alterations
Specialty stain treatment
Items requiring additional cleaning
Items requiring customer approval
Services affected by holidays or unexpected operational delays

We do not offer same-day service unless expressly confirmed.
We are not responsible for reasonable delays caused by additional treatment, equipment interruption, severe weather, transportation disruption, supplier delays, emergencies or other circumstances outside our reasonable control.
13. Pickup and Delivery
Customers must provide accurate contact information, pickup instructions, delivery instructions and a safe, accessible location.
We may photograph items during pickup and delivery and send an electronic confirmation.
The customer authorizes delivery to:

The customer;
A person present at the delivery address;
A concierge or reception desk; or
Another location expressly designated by the customer.

Where the customer authorizes unattended delivery, responsibility for the order transfers to the customer after the order has been delivered to the designated location and reasonable proof of delivery has been recorded.
We are not responsible for loss, theft, weather exposure or damage occurring after an authorized unattended delivery, except where caused by our failure to follow the confirmed delivery instructions.
Missed pickups or deliveries may need to be rescheduled.
14. Items Left in Pockets
Customers must remove all personal property before submitting garments.
We are not responsible for money, jewellery, keys, cards, documents, electronics, medication or other personal property left in pockets, bags or garment linings, except where loss or damage results from our failure to exercise reasonable care.
Items found during processing may be retained with the order when reasonably possible.
Objects left inside garments may also damage the garment, other customers’ items or cleaning equipment. The customer may be responsible for damage caused by prohibited, hazardous or concealed objects.
15. Buttons, Zippers and Accessories
We take reasonable care with buttons, zippers, buckles, hooks, snaps and decorative accessories. However, these components can be weakened by age, previous wear, manufacturing defects or normal processing.
Replacement components may not be identical to the original.
Unless specifically included in the order, replacement or repair of accessories may involve an additional charge.
Removable belts, hoods, fur trims and other accessories should be identified when the order is submitted. The customer should confirm that all pieces are listed on the receipt.
16. Colour, Shrinkage and Texture Changes
Some fabrics and dyes naturally react to water, solvents, heat or mechanical action. Possible changes include:

Shrinkage
Colour bleeding
Fading
Loss of sizing or finish
Texture change
Puckering
Surface abrasion
Uneven appearance
Separation of bonded materials
Down or filling redistribution

We are not responsible for unavoidable changes resulting from the item’s materials, normal wear, inaccurate care instructions or manufacturing defects, except where we failed to exercise reasonable professional care.
17. High-Value Items
Customers must inform us before service when an item is:

Designer or custom-made;
Irreplaceable;
Vintage or collectible;
Unusually valuable; or
Of significant sentimental importance.

We may request proof of purchase, photographs, an appraisal or written authorization before accepting such an item.
Sentimental or emotional value cannot be objectively determined and will not be used to calculate a financial claim.
18. Lost or Damaged Items
Any claim will be investigated based on the available evidence, including:

Intake and processing photographs
The receipt and item description
Care-label instructions
Pre-existing condition
Age and expected useful life
Original purchase documentation
Current condition and market value
The circumstances of the service

If we accept responsibility, the remedy may include:

Re-cleaning;
Re-performing an alteration;
Repair;
Refund of the affected service charge;
Reasonable compensation; or
Another appropriate resolution.

Compensation is not automatically based on the cost of purchasing a brand-new replacement. Age, wear, condition and actual current value may be considered.
Nothing in these Terms excludes responsibility that cannot legally be excluded.
19. Reporting a Problem
Customers should inspect their items as soon as possible after collection or delivery.
A concern should preferably be reported within seven calendar days and before the item is worn, washed, repaired, altered or submitted to another cleaner.
The customer should provide:

The original receipt or order number;
Photographs of the concern;
A description of the item;
Purchase information where available; and
Any relevant previous-service information.

A seven-day reporting request does not remove any right that cannot legally be limited under applicable law. However, delay or third-party treatment may affect our ability to investigate the claim.
The item must be made available for inspection before a remedy can be determined.
20. Refunds and Reperformance
Services that have already been performed are generally non-refundable solely because:

A stain remains;
The customer changed their mind;
An estimated date changed for a reasonable operational reason;
A disclosed or inherent processing risk occurred; or
The result differs from an outcome that was not promised.

Where a service issue was caused by us, we may first offer to reperform or correct the affected service at no additional charge when correction is reasonably possible.
This policy does not limit any remedy required by applicable consumer-protection law. Ontario law does not create a general right to return every purchase, and refund obligations can depend on the agreement and circumstances.
21. Cancellation
A customer may request cancellation before processing begins.
Once cleaning, spotting, pressing, dismantling, alteration, transportation or specialty processing has started, charges for completed or committed work may remain payable.
Custom alterations, rush services and specialty services may not be cancellable after work begins.
Any statutory cancellation right applicable to an online, remote or other consumer agreement remains unaffected.
22. Promotions and Discounts
Promotions are subject to their advertised:

Eligibility requirements
Start and end dates
Item restrictions
Service-area restrictions
Minimum-order requirements
Promotion codes
Location limitations

Unless expressly stated otherwise:

Offers cannot be combined;
Discounts do not apply retroactively;
Discounts cannot be exchanged for cash;
Specialty services may be excluded; and
Wedding dress services may be excluded from general turnaround promotions.

We may correct, suspend or withdraw a promotion where it contains an error or is being misused, subject to applicable law.
23. Unclaimed Orders
Customers are responsible for collecting completed orders promptly.
We may contact customers using the telephone number, email address or other information provided with the order.
Orders remaining uncollected for an extended period may be moved to storage. If an order remains unclaimed for 180 days after completion, and after reasonable efforts to contact the customer, we may treat it as abandoned and donate, recycle or otherwise dispose of it to the extent permitted by law.
Outstanding service charges remain payable.
24. Customer Conduct and Safety
Customers must communicate respectfully with employees, contractors and other customers.
We may refuse service or restrict access where a person:

Threatens, harasses or abuses staff;
Engages in discriminatory conduct;
Creates an unsafe environment;
Damages property;
Attempts fraud or theft; or
Repeatedly violates these Terms.

Hazardous, contaminated, pest-infested, biohazardous or illegally possessed items must not be submitted for service.
25. Personal Information and Privacy
We may collect information including:

Name
Telephone number
Email address
Pickup and delivery address
Order and transaction information
Garment photographs
Customer communications
Payment confirmation
Service preferences

We use this information to:

Process and deliver orders;
Communicate service updates;
Issue invoices and receipts;
Document garment condition;
Prevent fraud;
Investigate complaints;
Improve our operations; and
Meet legal and accounting obligations.

Information may be shared with employees, contractors, payment providers, website providers, delivery providers or specialty-service providers only where reasonably required to provide the service or comply with the law.
We use reasonable safeguards and retain information only as long as reasonably required for business or legal purposes.
Operational messages relating to an existing order are not promotional messages. Marketing communications will be sent in accordance with applicable consent requirements.
Canadian private-sector privacy rules require businesses subject to PIPEDA to follow principles including accountability, consent, limiting collection, safeguards and access.
26. Website Use
Website information is provided for general business and booking purposes.
We try to keep service descriptions, prices, hours and location information accurate, but we do not guarantee that every website entry will always be complete, current or error-free.
Users must not:

Interfere with website operation;
Attempt unauthorized access;
Introduce malicious software;
Submit false bookings;
Copy protected content for commercial use; or
Use the website for unlawful activity.

Third-party links and platforms are governed by their own terms and privacy practices.
27. Intellectual Property
Our business name, logo, website design, service descriptions, photographs, graphics and original content are owned by or licensed to Drycleaner Alteration Ottawa.
They may not be copied, reproduced, modified or used commercially without written authorization.
28. Limitation of Liability
To the fullest extent permitted by law, we are not responsible for indirect, incidental, special or consequential losses, including lost income, lost opportunity, travel costs or emotional distress arising from an order.
This limitation does not apply where liability cannot legally be excluded or limited.
Nothing in these Terms removes mandatory rights or remedies available to consumers under Ontario or Canadian law.
29. Indemnification
A customer may be responsible for reasonable losses or expenses caused by:

False information;
Illegal or hazardous items;
Objects concealed inside garments;
Unauthorized use of another person’s property;
Misuse of our website; or
A material breach of these Terms.

This section applies only to the extent permitted by law.
30. Governing Law
These Terms are governed by the laws of the Province of Ontario and the applicable federal laws of Canada.
Any dispute will be addressed in the courts or tribunals having jurisdiction in Ontario, unless another process is required by law.
Before commencing formal proceedings, both parties are encouraged to attempt a reasonable good-faith resolution.
31. Changes to These Terms
We may update these Terms to reflect changes in our services, procedures or legal obligations.
The updated version will be posted on our website with a revised “Last Updated” date.
The terms in effect when an order is accepted will generally apply to that order unless a change is required by law or agreed to by the customer.
32. Severability
If a provision of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply to the extent legally permitted.
33. Contact Us
Questions, complaints and claim notices may be submitted through:
Drycleaner Alteration Ottawa
Ottawa, Ontario, Canada
Website: drycleaneralterationottawa.ca
Customers may also contact or visit the location where their order was placed. Contact details and current business hours are available on our Our Locations page.