SERVICE POLICIES: PRIME SNEAKER WASH

1. Nature of Service and Operational Coverage

This document establishes the terms and conditions under which Prime Sneaker Wash provides artisanal cleaning, aesthetic maintenance, and disinfection services for footwear.

Current Operating Model: We currently operate exclusively through a pickup and delivery system (Pickup & Delivery). The company does not have a physical storefront or walk-in location at this time, though an opening is planned for future expansion phases.

Logistical Coverage Areas: Our mobile service is strictly limited to the geographic boundaries of the following residential zones: Norwalk, New Canaan, Wilton, Westport, Rowayton, and Darien.

Minimum Order Requirement: To optimize our operational routes, a minimum order amount applies based on location:

Norwalk: Minimum order of $25 USD. This preferred rate is available because our central washing and processing plant is located within this area.

New Canaan, Wilton, Westport, Rowayton, and Darien: Minimum order of $30 USD, applicable due to logistical costs and travel times to areas outside our primary processing plant.

Mandatory Hygienic Treatment: As part of our standard quality protocol and at no additional cost to the user, every pair of footwear processed undergoes an Ozone Disinfection cycle, ensuring the thorough elimination of bacteria, fungi, and odors.

2. Order Management and Real-Time Tracking (Ordering & Tracking)

Authorized Booking Channels: All service requests must be registered digitally through our official website www.primesneakerwash.com or via the third-party platform cleancloudapp.com.

Order Confirmation: Service scheduling is formalized once the digital form is submitted and payment information is verified in the system. The customer will receive an electronic notification specifying the estimated date for pickup and delivery.

Digital Tracking: By utilizing the CleanCloud application, users can verify the technical status of their footwear through the various washing phases and track the real-time logistical location of our delivery vehicles.

3. Excluded Items from Service (Excluded Items)

Prime Sneaker Wash reserves the right to deny reception or return any footwear without processing if it presents the following conditions:

Footwear showing severe structural damage, extreme wear, or critical tears that risk the physical integrity of the piece during manual washing.

Footwear with active presence of severe mold or biological contaminants that pose a health risk to our staff.

Any type of accessory or textile item that does not strictly belong to the footwear category.

Vintage athletic footwear, collectible pieces, or older silhouettes, unless a written authorization is signed by the user explicitly accepting the inherent risks of handling aged materials.

4. Rate Structure and Service Costs (Pricing Policy)

Base prices are determined generally based on the textile composition and the predominant materials of the footwear:

Basic Materials ($12.99 per pair): Footwear made of mesh, canvas, flyknit, and primeknit.

Delicate Materials ($19.99 per pair): Footwear that includes synthetic leather, suede, nubuck, satin, denim, or complex blends of similar fibers.

Specialized Footwear and Natural Leather ($24.99 per pair): Boots, UGGs brand footwear, and sneakers made of legitimate natural leather that require complementary conditioning and final shining treatments.

Special Luxury Brands ($44.99 per pair): Designer footwear or exclusive high-end brands. (Mandatory Condition: Under no circumstances will footwear be accepted if its original retail launch price or current market value on resale platforms exceeds $1,500 USD).

Complementary Services (Add-ons):

Application of a protective water and dust repellent layer: +$3.99 per pair.

Deoxidation treatment on soles and midsoles (restoration and whitening of yellowed areas): +$14.99 per pair.

Local Taxes: All issued orders are subject to the itemization and collection of applicable sales taxes (sales tax), calculated on the net total of the transaction in accordance with state fiscal regulations.

5. Distribution Logistics and Operational Surcharges

Standard Delivery Times: The designated period for pickup, processing, disinfection, and subsequent return of the footwear regularly ranges between 48 and 72 hours.

Frequency of Delivery Attempts: The base price strictly includes only one (1) free delivery attempt at the provided address. If the delivery cannot be completed during this first opportunity due to customer absence or other reasons attributable to the client, any consecutive attempt will automatically generate a mandatory $15 USD surcharge for logistical re-routing.

Penalty for Absence at Pickup (No-Show Fee): If our staff arrives at the agreed address for a scheduled free pickup and the user is unavailable (without having notified us of a cancellation with proper notice), a $15 USD penalty fee will be applied and charged directly to their next service order. This charge compensates for travel time and optimizes our drivers' route schedules.

6. Payment Methods and Settlement Conditions

Authorized Payment Methods: Financial transactions must be processed electronically using valid credit or debit cards through the billing links provided on our digital platforms.

Pickup Requirement: The entire balance generated by the service must be fully paid and settled at the time of scheduling the final pickup or delivery of the items. No footwear will be released or delivered if there are outstanding balances in the system.

7. Cancellation Policies and Refund Criteria

Deadlines for Modifications: The client has the right to cancel or modify an order without any penalty as long as it is requested at least 24 hours prior to the scheduled pickup time, proceeding to a full refund of their money.

Late Cancellations: Requests presented within 24 hours of the service will not be eligible for a refund. Furthermore, if the footwear has already formally entered the physical cleaning stages at our facility, no cancellation of any kind will be accepted, and the total contracted amount must be paid.

Exclusive Criteria for a Full Refund: A total financial refund will only be authorized under the following circumstances:

Operational inability of the company to perform the service under the agreed conditions.

Total loss or critical structural damage caused directly by technical negligence or demonstrable operational failures of our personnel.

8. Disclaimer and Limitations of Legal Liability

Pre-existing Conditions: At Prime Sneaker Wash, we apply professional, high-safety methodologies; however, the company assumes no liability and does not guarantee the removal of pre-existing deterioration, discoloration from prior use, chemically set stains that alter the fabric, or hidden defects that become visible once superficial dirt is removed.

Losses Due to Outside Causes: The client releases the company from liability for thefts, losses, or damages suffered by the items due to force majeure events or unforeseen incidents that escape our reasonable control.

Custody After Delivery (Drop-off): The civil and legal responsibility of the company concludes at the exact moment the items are placed at the door, porch, or location previously authorized by the user. Prime Sneaker Wash is not responsible for thefts, losses, or weather damage occurring after the footwear is deposited, regardless of whether the owner was present or absent at the moment of delivery; custody transfers fully to the client once the drop-off service is completed.

9. Cleaning Guarantees and Claims Window

Reclean Commitment: If the result of the procedure does not satisfy the agreed technical criteria, we will perform a second cleaning of the piece at no additional cost to the user. This reclean guarantee is strictly conditioned on the client formalizing their claim within a maximum period of 48 hours after receiving the footwear.

Expiration of Rights: No claim, request for review, or complaint regarding the physical condition of the items will be admitted or processed once an absolute limit of 72 hours has elapsed from the date and time of delivery recorded by the logistics system. Any report outside this timeframe will be void.

10. Extraordinary Storage and Declaration of Abandonment

Regular Holding Window: The user has a maximum period of 7 business days, counted from the sending of the completed service notification, to receive their items.

Custody Fees: Starting on the eighth (8th) day, an automatic storage fee of $20 USD per week for each pair of footwear remaining inside our holding facilities will be generated.

Abandonment Status: If 30 continuous days elapse from the issuance of the delivery notice without the owner proceeding with payment and claiming their belongings, Prime Sneaker Wash will be legally authorized to donate, sell, or discard the pieces in order to offset the operational and storage costs incurred.

11. Customer Contact and Official Channels (Contact Information)

For managing cancellations, rate inquiries, reporting complaints, or general questions regarding service status, the only authorized official channels are:

Email Address: info@primesneakerwash.com

Messaging Module: Direct communication integrated within the CleanCloud mobile application.