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.

• Operating Models: We offer mobile services including pickup and delivery (Pickup & Delivery) as well as On-Site Mobile Service (where cleaning is performed directly outside the customer's residence with delivery completed in under two hours). The company does not have a physical storefront or walk-in location at this time.

• 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 and maintain the high quality of our process, a minimum order amount applies to all service requests across all coverage areas, as specified in our pricing schedule.

• 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 Digital Tracking (Ordering & Tracking)

• Authorized Booking Channels: All service requests must be registered digitally through our official website www.primesneakerwash.com.

• Order Confirmation: Service scheduling is formalized once the digital booking is submitted and payment information is verified in the system. The customer will receive an electronic notification specifying the estimated schedule for pickup, service execution, and delivery.

• Service Tracking: Customers can track order progress and real-time operational updates directly through our official communication channels.

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 or mechanical processing.

• 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 Categories (Pricing Policy)

Base categories are determined generally based on the textile composition and the predominant materials of the footwear. All applicable service rates, add-on costs, and current pricing tiers are maintained exclusively in our published pricing schedule.

• Basic Materials: Footwear made of mesh, canvas, flyknit, and primeknit.

• Specialized Whitening Treatment for Mesh & Knit: Premium restoration service designed exclusively for all-white footwear composed of mesh, primeknit, or flyknit. Includes both the full deep wash and the intensive whitening process. Important Material Restriction: To guarantee the physical integrity of the footwear, this mechanical and chemical whitening protocol is strictly restricted to machine-washable synthetic textiles and completely excludes items featuring natural leather, suede, or nubuck.

• Delicate Materials: Footwear that includes synthetic leather, suede, nubuck, satin, denim, or complex blends of similar fibers.

• Specialized Footwear and Natural Leather: Boots, UGGs brand footwear, and sneakers made of legitimate natural leather requiring complementary conditioning and final shining treatments.

• Special Luxury Brands: 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.

• Deoxidation treatment on soles and midsoles (restoration and whitening of yellowed areas).

• 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, Express, and On-Site Mobile Service

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

• Express Service Option: For customers requiring accelerated turnaround, an Express Service with a shortened delivery window is available upon request subject to express logistical rates.

• Mobile On-Site Cleaning Service: We offer an express mobile service option performed directly outside the customer's residence (at the driveway or designated parking area) with completed turnaround and delivery in under two (2) hours from arrival. This service requires suitable physical space and safe access for our mobile unit.

• Frequency of Delivery Attempts: The base service includes one (1) delivery attempt at the provided address. If delivery cannot be completed due to customer absence or reasons attributable to the client, consecutive attempts will incur additional logistical re-routing charges as detailed in our rate schedule.

• Penalty for Absence at Pickup (No-Show Fee): If our staff arrives at the agreed address for a scheduled pickup or on-site service and the user is unavailable (without prior cancellation notice), a standard penalty fee will apply to compensate for travel time and route adjustments.

6. Payment Methods and Settlement Conditions

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

• Pickup & Delivery Release Requirement: The total balance for services rendered must be settled prior to or at the time of final delivery. 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 penalty provided it is requested at least 24 hours prior to the scheduled pickup or on-site appointment, proceeding to a full refund.

• Late Cancellations: Requests presented within 24 hours of the scheduled service start time will not be eligible for a refund. Furthermore, once footwear has entered active cleaning or processing stages, cancellations are not accepted, and the full contracted amount remains due.

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

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

  2. 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 items due to force majeure events or unforeseen incidents outside our reasonable control.

• Custody After Delivery (Drop-off): Civil and legal responsibility concludes at the exact moment items are deposited at the door, porch, or location designated by the user. Prime Sneaker Wash is not responsible for thefts, losses, or weather damage occurring after delivery completion.

9. Cleaning Guarantees and Claims Window

• Reclean Commitment: If the result of the procedure does not satisfy the agreed technical criteria, a second cleaning will be performed at no additional cost. This guarantee is strictly conditioned on formalizing the claim within a maximum period of 48 hours following delivery.

• Expiration of Rights: No claims, requests for review, or complaints regarding item condition will be accepted after an absolute limit of 72 hours from the recorded delivery time.

10. Extraordinary Storage and Declaration of Abandonment

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

• Custody Fees: Starting on the eighth (8th) day, automatic recurring storage fees apply for each pair remaining in custody, according to current policy rates.

• Abandonment Status: If 30 continuous days elapse from the delivery notice without settlement or collection, Prime Sneaker Wash is legally authorized to donate, sell, or discard the items to offset incurred operational and storage costs.

11. Customer Contact and Official Channels (Contact Information)

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

• Email Address: info@primesneakerwash.com

• Official Website:www.primesneakerwash.com

• Phone / WhatsApp: (475) 296-1763