Terms of service

The service

Neutral Zone collects hockey gear from you, has it deep washed, with ozone in the water at a partner facility, and returns it. Neutral Zone Hockey Wash is a trading name of 1001788375 Ontario Inc.

Price

$120 + HST per bag. First order: $99 + HST per bag. Pickup and delivery are included. The first-order price applies to every bag in your household's first order, extra bags included. Your first order is the first one for your household: the same email, mobile or address. An order cancelled before we charged it, or fully refunded, doesn't count. Discount codes can't be combined with the first-order price. If a second order in your household is booked at the same time as your first, it keeps the first-order price too. The price of each order is set when you book it.

Card hold at booking

When you book, we place a hold on your card for the order total (the order's price per bag, after any discount, plus any distance fee, plus HST) and save the card with our payment processor for this order only. The hold is not a charge. A hold lasts about a week; if it ends before your gear is ready, we charge the card saved for this order instead.

Charge when your gear is ready

You are charged once your gear is washed and ready to come back, for the number of bags actually handed over (counted when our driver-partner collects them or when you hand them to our team). If you hand over fewer bags than booked, we charge the lower amount and release the rest of the hold. We return your gear once the charge has gone through.

Extra bags

If you hand over more bags than you booked, we charge the extra bags (the same price per bag as the rest of the order, the first-order price on a first order, same discount, plus HST) to the card saved for this order when your gear is ready, without asking again, and email you a receipt. If a charge doesn't go through, we keep your gear safe and email you a link to pay on your tracking page; we bring it back once it is paid.

Cancellation and refunds

You can cancel a pickup online until the pickup window you chose starts, and a drop-off order until you hand over your bag; the hold is released and nothing is charged. After that, contact us at [email protected]. If something goes wrong after you are charged, contact us: refunds go back to the card you paid with.

Missed pickups and drop-off orders not handed over

If our driver-partner cannot collect your bag, you can rebook within 48 hours; otherwise the order is cancelled and the hold released. No missed-pickup fee. A drop-off order not handed over within 48 hours of booking is cancelled and the hold released.

Leaving your clean bag (returns only)

If you give us permission (when booking, or later on your confirmation or tracking page), and nobody is home when our driver-partner brings your clean bag back, we leave it at the spot you chose (concierge, front desk or front door) and photograph it there. From then on the bag is at your risk. Without permission we bring it back to our facility and set a new delivery day with you (see Missed deliveries). Pickups are always an in-person handover. Once your bag is delivered, the photo of where we left it is on your tracking page.

Missed deliveries

If nobody is home when our driver-partner brings your clean bag back, and you haven't chosen a drop spot, we take it back to our facility and set a new delivery day with you. A second delivery is $10 + HST, charged to the card on your order when we book it. We may waive it. There is no fee for a missed pickup.

Texts

We text the mobile on your order about your pickup and delivery: when we pick up, changes to your pickup, when your bag is on its way back, a missed pickup or delivery, and a card that needs updating. Texts come from 647-932-8919 and can arrive at any hour, as things happen; a pickup reminder only comes between 7 a.m. and 10 p.m. (Toronto time). Reply STOP to stop them; we then send those updates by email. Reply START to get them again, or HELP for our contact details. Message and data rates may apply. When you text us, we answer right away: automatically with your order's status, return day and time, and tracking link, or by letting you know our team will reply (between 7 a.m. and 10 p.m.).

Pickup and return

When you book, you choose a pickup time from the ones offered for your address. Morning pickup (7-11 a.m.): back the same day, 5-10 p.m. Evening pickup (5-10 p.m.): back the next day, 5-10 p.m. Order before 10 a.m. for an evening pickup the same day. In Ajax, Caledon, King, Bradford, Stouffville and East Gwillimbury we pick up in the morning and bring it back the next morning, 7-11 a.m., with a $10 distance fee in Ajax, Caledon, King and Bradford. Pickup is always in person with our driver-partner. Your return day and window are set when you book. A pickup collected later than booked, a rebook after a missed pickup, or a drop-off handed over on a later day can move the return later, and we tell you. Drop-off orders come back the day after you hand over your bag, 5-10 p.m. (in Ajax, Caledon, King, Bradford, Stouffville and East Gwillimbury: on the second day after, 7-11 a.m.). The return day and window are what we plan for and work to; weather, traffic or a problem at the facility can delay a return, and if it does we tell you and give you the new day.

Distance fee

Some towns we serve have a distance fee, once per order (not per bag): $10 + HST in Ajax, Caledon, King and Bradford. It is shown on the price before you book, is part of the card hold and the charge when your gear is ready, and is not reduced by discount codes. It is refunded with a full refund.

Care, wear and damage

Hockey gear wears out: pads crack, straps fray and seams loosen with use. We clean with care, but washing can show or worsen wear that was already there.

• We are not responsible for damage caused by the gear's age, normal wear, existing tears or defects, including when cleaning makes existing wear worse.
• When we unpack your bag we photograph your gear, count it piece by piece and send you the photos and any wear or damage we notice. If something won't be in your bag, tell us on your tracking page before we pick it up or you drop it off. After that, our count and photos at unpacking are the record of what we received.
• If we damage gear through our own mistake, we will repair it or pay its fair current value (not the price of new), up to a limit per bag.
• We may return an item unwashed if cleaning it would likely damage it.

Fresh guarantee

If your gear doesn't come back fresh, tell us within 72 hours of delivery ([email protected] or 604-379-6840) and we wash it again for free, pickup and return included.

• Once per order, for the gear that was in that order.
• The gear must not have been worn or played in since we returned it.
• We arrange the pickup with you, the same way as your first order. Nothing is charged.

What washing does

Every bag is deep washed, with ozone in the water, in several cycles made for padding, mesh and foam, and dried on low heat. Washing removes the sweat, salt and grime that cause odour. We don't promise that gear is free of bacteria, or that odour can't come back once you play in it again. If it doesn't come back fresh, the Fresh guarantee applies.

Contact

How to reach us about these terms: [email protected] or 604-379-6840.