Cancellation Policy
Last updated: June 18, 2026
Summary at a glance
- Cancel for free up to 2 hours before your pickup window.
- Cancel within 2 hours of pickup: late-cancellation fee of $5.00 applies.
- After pickup starts: laundry base price is refundable once items are returned; trip and service fees are not.
- Rush / same-day orders must be cancelled within 30 minutes of placing for a full refund.
1. Cancellation deadlines
| Order type | Free cancellation | Late cancellation |
|---|---|---|
| Standard (24-hour) | Up to 2 hours before pickup | $5.00 fee within 2 hours |
| Rush / same-day | Within 30 min of order | $8.00 fee after 30 min |
| Scheduled / recurring | Up to 2 hours before next pickup | $5.00 fee within 2 hours |
The cancellation window is calculated from the start of your selected pickup time slot, not the end. For example, if your window is 9:00–11:00 AM, free cancellation expires at 7:00 AM.
2. What is refundable vs. non-refundable
Refundable
- Base laundry price (per-bag rate)
- Premium detergent upgrades (if not yet used)
- Add-on services not yet started
- Tax on refunded items
Non-refundable
- Trip / pickup fee (driver already dispatched)
- Late-cancellation fee
- No-show fee
- Platform fee (covers payment processing)
- Out-of-area surcharges
- Completed add-ons (e.g., already washed)
3. Cancellation process
- Sign in to your G22 Laundry account.
- Go to your Dashboard and select the order you want to cancel.
- Tap Cancel order at the top of the order details.
- Review the refund estimate shown on screen — it updates in real time based on cancellation timing.
- Confirm cancellation. You will receive an email confirmation within 5 minutes.
- Refunds are issued to your original payment method within 5–10 business days.
If the cancel button is unavailable (e.g., the worker is already at your door), contact support immediately from the order page and we will handle the cancellation manually.
4. After pickup has started
Once a worker has picked up your laundry, the order is considered in-progress. You may still request cancellation and return of items:
- The laundry base price is refunded once items are returned to you in their original condition.
- Trip fees, platform fees, and any completed add-ons are not refunded because labor and travel have already occurred.
- Return delivery may take up to 24 hours depending on driver availability.
5. Worker-initiated cancellations
If a worker cancels after accepting your order — for example, due to vehicle trouble or emergency — you are fully refunded within 24 hours. We immediately attempt to re-assign your order to another nearby worker at no additional charge. If no replacement is available, you may reschedule or receive a full refund.
6. No-show policy
If the worker arrives within your scheduled pickup window and cannot reach you after two phone calls and a 10-minute wait, the order is marked as a no-show. A no-show fee equal to the trip fee is charged, and the order is cancelled. You may reschedule a new pickup, but the trip fee for the no-show is non-refundable.
7. Force majeure
In rare events such as severe weather, natural disasters, or platform outages that prevent service, all affected orders are fully refunded and late-cancellation fees are waived.