Your first order

What is Cloto?

Cloto Laundry is a wash and fold laundry service provider with convenient pickup and delivery. To get started, you can download the cloto app on your mobile device from the apple app store or google play store. If you have any questions, you can always browse www.cloto.ca or contact [email protected] for more information.

How does Cloto work?

Once you've downloaded the cloto app and created an account, you can subscribe to a monthly plan or schedule a pickup at pay-per-use rates. Select your pickup date and confirm the number of Clo-Totes you need washed. Then, confirm your order and place the Clo-Totes on your doorstep. Don't worry, we'll drop your starter Clo-Totes before your first pickup. Laundry done - quick and simple.

When do I get my clothes back?

For residential customers, we have a 2 day delivery guarantee for wash orders (barring exceptional circumstances) from the moment of pickup and delivery scheduling. Don't keep looking out the window, you can track your order in the app. Turn on Cloto app notifications for pickup and delivery notifications. For commercial and linen service customers, schedules and delivery will be customized based on requirements.

What areas do you serve?

We currently serve the following areas in the Greater Toronto Area: North York, Thornhill, North York, Scarborough, Markham, Whitchurch-Stouffville, Pickering, Ajax, Whitby, Brooklin, Oshawa, Courtice, Hampton, Bowmanville and Port Perry. Download the Cloto app and enter your address to see all the areas we serve.

What services does Cloto provide?

We provide door-to-door wash, dry, and fold service to our residential customers. We also provide customized commercial laundry, linen service, and commercial linen service plans to businesses, large and small. Whether you are a clothing wholesaler, vintage reseller, massage therapy clinic, chiropractor, salon/spa, or barbershop, we can provide custom solutions for your laundry needs, including bulk linens and bulk towels.

What items do you accept for wash orders?

We accept any items normally washed at home plus some larger items (subject to additional charges) like comforters, blankets, or non-rubber backed bathmats. Please do not send delicate items requiring special care like cashmere sweaters, fine silks, etc. Such items may be damaged in a wash and fold service. We reserve the right to refuse specific items and are not responsible for damages that may result from machine washing/drying of items. We are also not responsible for damages that may result from items not removed from provided totes, garment pockets, or color fastness.

Do I need to be home?

Nope. Set it and forget it at your doorstep for pickup. Clo-Totes will be delivered back at your doorstep. You can track your order by clicking on the order card in the Cloto app. Turn on Cloto app notifications for pickup and delivery notifications.

What do I put my clothes in?

Cloto provides starter Clo-Totes to monthly subscribers for free (additional Clo-Totes may be purchased). Pay-per-use customers will need to purchase Clo-Totes (one-time fee) through the Cloto app before scheduling their wash orders. 1 Clo-Tote can hold approximately 30lbs of laundry, which is the equivalent of 4 average sized loads of laundry per industry standards. An average load size is around 6-7 pounds.

Cleaning

What is Cloto's standard for washing?

We strive to wash and fold your clothes like mom does :) Please keep in mind we are a mass laundry service and cannot accommodate special care instructions, i.e. pre-treatment, hang dry, or delicate cycles for individual items. You can spot treat any stubborn stains before dropping the item in your tote.

Can I select wash preferences?

At this time, we don't offer a selection of preferences. Our staff is trained to select the most appropriate cycle for your wash loads based on the type of garments received. If you have any questions, feel free to contact [email protected].

Where does my tote go?

Your Clo-Totes go through an in-house wash process at our own commercial laundry facility. Your totes/items are only handled by our trained Clo-Techs (staff) to ensure quality and care. Your home laundry items are never mixed with anyone else's and never leave our facility except when they are being delivered back to you :).

Billing

How am I billed?

You are billed every 4 weeks for monthly subscription plans. Pay-per-use orders and wash overages are charged when your order is picked up. Commercial and linen service customers are charged per pound typically (see rates here), per their service agreement.

When will I be billed?

Your credit card will be charged when you subscribe to a monthly plan and on subsequent renewal dates (every 4 weeks).

How do I pay?

Residential customers pay by adding their Credit Card in the cloto app. We use stripe as our secure payment processor, which accepts all major credit cards. Just add your card during signup or update it later under the "Plans & Pricing" menu of the app. Commercial and linen service customers may be invoiced.

My credit card expired, how do I update it?

You can add a new card under the "Plans & Pricing" menu of the Cloto app and select it as your default payment method. Additionally, you can contact customer care at 647-499-1828 to update your payment information.

How do I change my service plan?

You can upgrade or downgrade your subscription plan in the Cloto app or by contacting customer care ( [email protected], 647-499-1828). Plan upgrades mid-cycle will take effect immediately and downgrades will take effect from your next monthly cycle.

Orders and concerns

I forgot something in my Clo-Tote!

Our Clo-techs are trained to spot (large) items not intended for washing such as headphones or shoes - we'll place these items back in your tote. However, we cannot guarantee item retrieval nor are we liable for damage to garments caused by things like coins, pens, crayons, gum, or candy left behind in pockets or in the tote. Please remove items not intended for washing as they can also damage our equipment. Cloto reserves the right to end service for repeat offenders or if dangerous items are found.

How much can I fit in my Clo-tote or Clo-Bag?

1 Clo-Tote can hold approximately 30lbs of laundry, which is the equivalent of 4 average sized loads of laundry per industry standards. An average load size is around 6-7 pounds.

What if I miss my pickup?

No problem, we won't charge you for a missed pickup attempt if you're on a subscription plan. Just schedule an order for the following pickup day for your area. Please note, we are unable to make reattempts if you forget to put your totes out as drivers have full routes. Also, unused tote washes from your monthly wash allowances do not carry over into new subscription/billing cycles. Remember, you can schedule orders up to 4 weeks in advance. Don't forget to turn on Cloto app notifications for reminders.

Can I schedule an order at a different address?

If you have moved, no problem. You can change your address in the profile menu of the Cloto app. As long as your new address is within our service areas of North York, Richmond Hill, Thornhill, Markham, Whitchurch- Stouffville, Scarborough, Pickering, Ajax, Whitby, Brooklin, Port Perry, Oshawa, Hampton, Courtice, and Bowmanville.

Should I be worried about my privacy?

We take your privacy very seriously. Your Clo-Totes are anonymized and tracked via QR code technology so that no one, including our Clo-Techs (fancy word for laundry staff), know the source of the CloTotes. Your items are never washed with anyone else's and your Clo-Totes are always disinfected.

What detergent do you use?

We use eco-friendly solutions to wash and dry your clothes. Our unscented detergent is free of dyes, sulfates, phosphates and optical brighteners. You get clean clothes without the dirty ingredients.

What if I'm missing a garment?

We employ QR code technology to ensure your Clo-Totes and the items within, never get lost or mixed with anyone else's. If you feel something is missing, feel free to contact customer support at [email protected] and we'd be happy to address your concerns. Please note, we don't track each individual item so we cannot provide compensation for specific items as there is no way for us to know it was actually sent out or know its pre-existing condition. If you have a high valued item requiring extra attention, you can let us know ahead of time or use a specialty dry cleaning service.