Our $50 damage protection
Every paid Foldly order includes complimentary damage protection of up to $50 CAD per order for eligible physical loss or damage that occurs while items are in Foldly’s care.
This is a Foldly service guarantee, not an insurance policy. It does not replace or limit any rights or remedies that cannot legally be limited under Quebec law.
How compensation is assessed
For an approved claim, Foldly may repair the item, reimburse its reasonable current value, or issue an equivalent refund or account credit, up to the $50 per-order protection limit. We consider the item’s age, condition, purchase documentation, normal depreciation, and reasonable repair or replacement cost.
What the protection covers
- Eligible items lost while documented as being in Foldly’s custody.
- New physical damage caused during Foldly’s pickup, cleaning, folding, or delivery process.
- Colour transfer or shrinkage caused by Foldly not following a clearly legible care label.
What is not covered by the complimentary program
- Pre-existing damage, ordinary wear, fading, pilling, weak seams, loose buttons, or normal shrinkage.
- Damage caused by an inaccurate, missing, or illegible care label; inherent fabric defects; non-colourfast dyes; or items unsuitable for ordinary wash-and-fold service.
- Stains or odours that cannot be removed through reasonable laundering.
- Items left in pockets and any damage they cause, including pens, cosmetics, electronics, keys, or sharp objects.
- Cash, jewelry, documents, electronics, designer goods, irreplaceable items, or items valued above $50 unless Foldly agreed in writing before pickup to accept them.
- Delay or damage caused by events outside Foldly’s reasonable control.
These exclusions define the complimentary protection program only. They do not exclude responsibility where doing so is prohibited by applicable law.
Customer responsibilities
Check all pockets, identify delicate or special-care items, disclose known damage or colourfastness concerns, and do not include dry-clean-only, leather, suede, wedding garments, or other specialist items in a standard Foldly bag unless we agree beforehand.
Making a claim
- Contact Foldly as soon as reasonably possible after delivery, preferably within 48 hours.
- Provide the order number, item description, clear photos, and proof of purchase or other evidence of value if available.
- Keep the item available for inspection and do not repair, discard, or further wash it until Foldly responds.
Send claims to claims@foldly.ca. We aim to acknowledge claims within two business days. The preferred 48-hour reporting period helps us investigate; it does not remove rights that cannot legally be waived.
Questions and governing law
This policy is governed by the laws of Quebec and applicable federal laws of Canada. If any provision conflicts with mandatory consumer law, that law prevails and the remaining provisions continue to apply.
Questions? Contact hello@foldly.ca.