Concierge Drop Services Agreement

Home Cleaning Terms & Conditions

Concierge Drop (DBA) - Varsity Valet & Linen Cleaners NYC LLC Service Agreement (aka: Terms and Conditions) is designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations, and potential problems we strive to avoid if at all possible. With your help, these issues can be avoided to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Varsity Valet & Linen Cleaners NYC LLC and our customers. We work to earn your continuing business with each and every cleaning. We do not require you to sign a contract for a specified number of cleaning appointments.

Permission to Enter Premises Agreement

When booking your cleaning through www.conciergedrop.com/home-cleaning/book, you are required to check a box that states, “Agree to allow entry to apartment * You give Concierge Drop permission to enter your apartment when you are not there.”

By checking that box, you are agreeing and giving permission for one of our cleaning technicians to enter your apartment to perform their cleaning service duties. This serves as a formal request to enter the premises on the date(s) and time(s) of service(s) booked.

The purpose of this visit is for Maid/Housekeeping purposes by the company Concierge Drop (Varsity Valet & Linen Cleaners NYC LLC). These alterations do not require you to be home at the time of the visit.

This advance notice is in accordance with the law requiring that you are provided with notice. If this time or date is inconvenient or problematic for you, please contact us at 646-653-5001.

Employees & Subcontracting

Concierge Drop has partnered with one of the most reputable cleaning companies in NYC, Lazy Susans Cleaning Service. They deliver all residential and office cleaning throughout NYC on behalf of Concierge Drop and have well over 60 experienced and reliable cleaners. They are fully insured and bonded.

All employees go through laborious training to learn every aspect of the detailed property cleaning standards. All employees are covered under our workers’ compensation policy, liability insurance, and are bonded. For your protection and peace of mind, all employees undergo a nationwide background check, reference check, and drug screening during the hiring process.

Employee Conduct: Our employees will be respectful while in your home. They will not smoke, eat or drink while in your home, nor do they watch TV. They do not answer the telephone or doorbell. Their only purpose while in your home is to clean.

Guarantee

Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service, we will return to your home to re-clean the area within 24-48 hours. Any dissatisfaction needs to be reported within 24 hours of the cleaning. Concierge Drop will need pictures of the area of dissatisfaction and will send a cleaner back out to you to honor our 100% satisfaction guarantee. Concierge Drop does not do refunds of services. Please contact [email protected] or text 646-653-5001 with images and when you would like us to send back a cleaner.

Payments

Bookings are charged first thing in the morning the day of the appointment (before service occurs). We only accept credit card payments through PCI-compliant platforms; in our case, Stripe is our main provider. Please make sure you have registered at ConciergeDrop.com to start service.

Recurring customer subscriptions paying with a credit card are required to have a valid credit card on file. The credit card will be charged automatically pending the frequency selected by the customer.

In addition to the cost, NY State Laws require we collect New York Sales Tax.

If the credit card on file is declined, we will have to reschedule your appointment.

Tipping: Tips are appreciated by your cleaning technician(s) but are not required. A recommended tip is 10–20% of your total cleaning fee. Please note that a 4% processing fee applies to tips made electronically. Tips may also be left as cash (not in the envelope) for the cleaning team.

Home Cleaning Flat-Rate Policy

Our flat-rate home cleaning service includes a set number of labor hours based on the size of the home. The included hours will be displayed at the time of booking. If the cleaning requires additional time beyond the included hours, the provider must notify Concierge Drop before continuing.

Concierge Drop will contact the customer to request approval for any additional time needed. Additional cleaning time will be billed at $80.00 per hour, which accounts for labor costs and scheduling requirements. Additional time will only be performed once customer approval is obtained.

Keeping Green

We are focused on using “Eco Friendly” cleaning products. In order to help you maintain a healthy indoor environment, many of our cleaning products are free of toxins, petroleum, ammonia, and alcohol.

While the idea of using green cleaning products sounds simple, it’s actually difficult to obtain products that are as effective as their chemical counterparts. Therefore, our solutions utilize disinfectants in an environmentally friendly way. For example, if bleach is required during one of our services, we’ll balance it with products that don’t contain toxic chemicals.

In addition to using environmentally friendly products, we are recycle all of our waste, reduce product waste and reuse bottles.

*NOTE* In an effort to remain green all sales receipts are emailed. Receipts are emailed automatically.

Indemnity

The Customer indemnifies Varsity Valet & Linen Cleaners NYC LLC against:

All losses or liabilities arising directly or indirectly as a result of the provision of the cleaning service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in:

All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Varsity Valet & Linen Cleaners NYC LLC in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).

Refunds

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our services! We offer a guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit simply contact the office and we will return to your home and re-clean the area or task with which you were dissatisfied at no additional cost to you. There are no refunds for gift certificate purchases.

Price Adjustments

We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. If you are a resident of a building where we currently service in house in the “Valet/Package Room,” price changes will only occur per the approval of building management.

As the needs or conditions of you home changes you may receive a price increase. Prices for your reoccurring maintenance cleaning are guaranteed for the duration of 12 months. If a client discontinues and reinstates service with Varsity Valet & Linen Cleaners NYC LLC, the original price is not guaranteed, and a new rate may be given.

Equipment and Supplies

We provide our own cleaning supplies and equipment however we ask that our customers have vacuums, mops and brooms on site. If not, there is another additional charge for renting of equipment of $100.00 plus NY sales tax. If you have a specific product you want used, please email us at [email protected] or alert your team leader so your file can be notated. If It’s a product we don’t carry, you may be charged.

Cleaning Supplies: We provide our professional house cleaners with all necessary tools, equipment and cleaning supplies necessary for a thorough job.

Use of Homeowner’s Products: If you prefer to supply your own cleaning products, we must have ample time to thoroughly research the product to make sure it meets our stringent standard of environmental responsibility and safety of our cleaners. If the product does not meet OUR standards of Eco Friendly standards, we absolutely will not use the product. If the product you provide does meet our green standards and we use that product at your request, we will not be responsible for any damage associated with that product or solvent and the Satisfaction Guarantee will not apply.

Use of Homeowner’s Vacuum: We will not assume or accept any liability for damage to the unit and the Satisfaction Guarantee will not apply. Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it.

Vinegar: We are happy to use vinegar on hardwood floors when we know about it in advance and when the customer provides the vinegar. WARNING: If we are asked to use vinegar on floors and anything caustic has touched them (i.e.: toilet bowl cleaner, tile & grout cleaner, etc.), it can create a violent reaction that may “burn” surfaces. Since we don’t use anything toxic, we will not be held responsible for any damage occurring from the mixture of vinegar & any caustic products you may have.

Accidents

If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident. In the event an item is damaged or broken, we reserve the option to repair or replace the item. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc.

Holidays

The only holidays observed by our company are New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve day and Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.

Clutter

The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned.

Pets and Plants

If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. Due to the individual care that plants require, we are not able to water or maintain them.

We are pet friendly but appreciate your help in making sure pets are secured and safe on cleaning days. Our office at [email protected] should be made aware of any special requirements in safeguarding your pet(s).

For health reasons we have instructed our staff to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas. If your pet has an accident, it will be your responsibility to clean it up.

Pets Escaping From The Home

We cannot be responsible for pets that “escape” when our maids are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the maids can be on alert when they open doors. Our maids are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

Hiring of Conciege Drop Staff:

All of our staff have signed a Non-Compete agreement with Varsity Valet & Linen Cleaners NYC LLC. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Varsity Valet & Linen Cleaners NYC LLC or for 2 years following termination of contract, without written approval from Varsity Valet & Linen Cleaners NYC LLC and a possible placement fee of $2,500.00. You agree not to hire past or present staff of Varsity Valet & Linen Cleaners NYC LLC for a period of not less than 2 years from the date the staff member last worked for Varsity Valet & Linen Cleaners NYC LLC. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member of Varsity Valet & Linen Cleaners NYC LLC in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is “one time” or “reoccurring” basis; regular or on a contract basis. Payment is due within 30 days from the date on the invoice. We consider our employees our most valuable asset and charge accordingly.

Keys and Alarm Systems

Please make sure your alarm be left off on the day of the cleaning. For accessing apartments, we only work with Doorman/Concierge staffed buildings who are responsible for securing a key to provide our staff as well as place to leave with before entering and exiting the premise.

Lock Outs, Cancellation, & Rescheduling Policy

We understand that plans may change. To ensure fair scheduling and compensation for our service providers, the following policy applies to all housekeeping appointments:

**Cancellations or rescheduling requests made more than 36 business hours prior to the scheduled service start time will not incur any charge.

**Cancellations or rescheduling requests made less than 36 business hours prior to the scheduled service start time, but before the day of service, will incur a cancellation fee equal to the greater of $100 or 50% of the total cleaning service cost.

**Cancellations made on the day of the scheduled appointment, for any reason, will be charged 100% of the total cleaning service cost and are non-refundable.

**If a cleaning professional arrives at the scheduled time and is unable to gain access to the property due to a lockout, incorrect access information, or lack of response, the appointment will be treated as a same-day cancellation, and 100% of the total cleaning service cost will be charged and is non-refundable.

We are very strict on our cancellation/rescheduling policy; please honor it.

Arrival Window

If you wish to be present during the cleaning visit, please be advised that we provide arrival windows which would be the start of the scheduled cleaning. Your Cleaning Technician(s) will arrive anytime within your scheduled arrival window. You are expected to be present or have made arrangements for us to gain access to your home within your ‘scheduled arrival window’. Failure to do so may result in having to cancel or reschedule your visit, a cancellation fee of $100 will be charged.

Tardy

Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.

Your Valuables

If you have valuables or heirlooms, including but not limited to any irreplaceable, collectable or expensive objects, it’s preferred that these items are secured and put away to avoid potential accidents. You are responsible for letting us know of any valuables that you prefer we not clean or handle. Please secure money, credit cards, and check books as well. We are not responsible for missing currency.

Broken/Damaged Items

We train our staff to take extra care with your belongings, however regrettably and although not common from time to time something may be broken or damaged If there is an item that is believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24 hours from the completion of the service in efforts to properly investigate the issue. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We cannot take responsibility for items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall or an item that is propped against a surface).

Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. We take the most care possible to prevent rug snags while vacuuming, but are not able to individually vacuum each piece of fringe at the end of a rug and will not be responsible for damage caused.

Broken Blinds: Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks. For this reason, our cleaning technicians will only clean shutter-style blinds.

Improperly hung pictures/decorations/mirrors/clocks/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is cleaned.

Artwork, Collectibles, Family Heirlooms and valuables over $100: These items are expensive or impossible to replace; we will not take the risk of cleaning such items. When scheduling your initial cleaning, please let us know about any of these items so we can avoid cleaning them unless the customer wants to sign a waiver of liability. It is the customer’s responsibility to inform Concierge Drop of any new items brought into the home, after our initial setup, that fall into this category.

Glass Shower Door(s)

You are responsible for notifying us if your glass shower door(s) are NOT 100% secure. However the team that arrives to service you will inspect your shower door(s) to ensure that they are fully secure prior to service of the shower. If upon inspection the team recognizes that your shower door(s) are not fully secure you will be notified of the risks immediately. At that time you have the option to decline service of your shower and/or shower door(s) or we can proceed with service. If the client decides to proceed with service of the shower and/or shower door(s) pictures of your shower door(s) will be taken prior to the start of servicing the shower doors(s). Additionally, the client agrees not to hold Varsity Valet & Linen Cleaners NYC LLC nor its employees responsible if this results in the shower door being damaged/broken. Varsity Valet & Linen Cleaners NYC LLC is not responsible for damage due to faulty and/or improper installation of any item.

Extra Services

If you require extra services or additional cleaning on your scheduled cleaning day, please contact us minimum 24 hours in advance so we may allow the extra time needed at your home and we can give you a quote for the additional services.

Lifting & Climbing & Bending

Our employees are very important to us, and we are determined to keep them safe, so they do not climb higher than a 3ft 2-step ladder, move or lift items heavier than 20 lbs, or clean floors on their hands and knees with the exception of bathroom floors. These types of activities put our cleaning staff in danger of back injury or could even damage something in your home. However there might be times when you want us to move furniture for example; tables, large chairs, etc. in these cases we are not responsible for; their breakage due to aged/old or faulty manufacturing nor are we responsible for any damage moving these items may cause to your floor. The cleaning time will not move furniture that contain electronics. The cleaning team will not pull out any appliances (for example a stove, fridge, washer/dryer) however if move it prior to the cleaning visit to allow access we would be more than happy to clean the exposed areas. We do ask that you place the appliances back into its proper place as well.

In-Home Climate Control

In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or extreme cold. In the event that your appointment is cancelled due to uncomfortable temperatures within your home you will be charged for the cleaning

Temperature Settings: During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On your scheduled cleaning day, we ask that you set the thermostat to, at the highest, 72, so your professional house cleaners can work in a safe environment without overheating.

For safety reasons, if our professional house cleaners arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaners are instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you do let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels.

During the winter, we request that the home is between 60 and 72 degrees.

Termination of Service

We realize circumstances arise which make the cost of professional house cleaning move lower on the financial priority list. We’re happy to help you find creative ways of keeping our service by reducing the frequency of cleaning appointments, reducing the amount of time cleaners are there, and/or working from a priority list.

If you have recurring appointments scheduled with us and wish to terminate service, we require a minimum of two full week’s notice prior to the next scheduled appointment.

Additional Info

Our Cleaning Staff Does NOT:

• Cleaners will NOT remove their shoes: As a New York State employer who provide, we won’t allow cleaners to remove their shoes during cleaning.
• Since we clean our way out of every room, we aren’t leaving anything nasty behind.
• Since we’re an environmentally responsible cleaning company, we don’t use or purchase anything disposable (i.e., disposable booties).
• We ask those customers who don’t want shoes worn in their home to provide shoe covers/booties for cleaners.
• They MUST have traction on the bottom to prevent slips and falls and to comply with Workman’s Comp standards.
• Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor are we equipped
• Clean the interior of curio cabinets (will only feather dust exterior)
• Provide any pet or children-related services, nor empty diaper pails.
• Carpet shampooing and Upholstery cleaning (it is more cost effective to hire a carpet/upholstery cleaner)
• Interior dishwasher cleaning (It is best to run an empty dishwasher with vinegar instead of soap. Although this is an easy task, it is time consuming, therefore it’s a service we don’t offer.)
• Inside of fireplaces (To avoid harming our HEPA filtered vacuum cleaners or carrying ash/soot between homes, and to avoid harming our employees.)
• Litter boxes
• Diaper Pails
• Clean Chandeliers
• Provide stain removal
• Wash walls (we spot clean only)
• Anything on the exterior of the home.
• We do not move large appliances to clean underneath them.
• Clean exterior of windows
• Remove Paint
• Service outdoor areas
• Clean areas above the reach of our 3ft step ladder
• Clean Animal waste or litter
• Move or lift items over 20lbs

Varsity Valet & Linen Cleaners NYC LLC reserves the right to refuse to service a home with ANY insect infestation (including seasonal). In the event that an infestation is identified, the cleaning staff will leave the property. You will be contacted immediately and charged a cancellation fee.

Privacy Statement

Varsity Valet & Linen Cleaners NYC LLC is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personal identifiable information to outside parties.

Dry Cleaning Loss & Damage Policy

At Concierge Drop, we prioritize the security and care of your garments:

• Staff is trained to ensure honesty and vigilance.
• Accessories like belts, beads, or buttons are not covered unless declared.
• All processing occurs in our high-tech facility to minimize risk.
• Discrepancies or damage must be reported within 48 hours with the invoice.
• Liability for lost or damaged items: maximum 10× cleaning charge, excluding leather, suede, or household items, unless a higher value is declared.
• Receipts or proof of price required for reimbursement.
• Note that the damaged items must be surrendered to us before any reimbursement can be issued.

Fabric Care Notice & Wash & Fold Policy

Fabric Yellowing Disclaimer

• Certain discoloration, particularly yellowing, may occur due to factors beyond our control:
• May not be visible before cleaning
• Can oxidize over time or with heat exposure
• Often results in permanent yellowing in older or untreated garments
• May not be fully removed through standard cleaning

Wash & Fold Policy - Reimbursements for Lost or Damaged Items

• Must provide detailed itemized list (brand, style, color, size).
• Compensation limited to 10× cleaning charge (typically in store credit).
• No list = no reimbursement.

Delicate & Hand-Wash Items

• All laundry is processed in commercial washing machines.
• Items labeled "hand wash" must be separated and clearly marked.
• Concierge Drop is not liable for damage to such items.

Drying Preferences (Air/Low Heat)

• Place items requiring air/low heat in a separate bag and select the option when booking.
• Failure may result in high-heat drying; Concierge Drop not responsible for resulting damage.

Pricing Estimates

• Online prices are estimates based on self-reported weight and may change based on actual measured weight or policy adjustments.

Concierge Drop Wash & Fold & Dry Cleaning Policy

Concierge Drop is a concierge service. We partner with trusted, professional third-party vendors to provide dry cleaning, wash & fold, tailoring, alterations, shoe care, and related garment services.

Our role is to facilitate orders, payments, delivery, and customer communication, while ensuring our vendors meet the quality and service standards our customers expect.

While we do not perform cleaning ourselves, we are here to assist you at every step. If any issue arises, Concierge Drop will work directly with the vendor on your behalf to resolve it quickly and fairly.

100% Satisfaction Guarantee

• If you notify us of a stain or service issue within 72 hours of delivery, we will arrange for your garment(s) to be re-cleaned free of charge.
• We will work with our vendor partners to make it right and return your order within the standard turnaround time unless otherwise communicated.

Price Transparency

• Prices listed on our platform match the vendor's standard retail pricing.
• Customers are charged the same as if they went directly to the vendor.
• Any promotional discounts (e.g., $10 off for first-time customers) are applied by Concierge Drop and do not affect vendor pricing.
• Tailoring, alterations, and shoe care are listed at starting rates. Final pricing may vary depending on scope of work and will be confirmed with the customer before work begins.

Wash & Fold Service Terms

• Intended for everyday items such as undergarments, towels, socks, and bedding.
• Shirts, sweaters, dresses, outerwear, and other structured garments should be sent for Dry Cleaning.
• If Dry Cleaning items are placed in a Wash & Fold bag without notice, they will be processed as Wash & Fold. Concierge Drop and vendors are not responsible for damage, shrinkage, or diminished quality caused by mixing.
• All Wash & Fold items will be machine dried. Hang-dry services are not available.
• Customers must check bags before submission. Concierge Drop and vendors are not liable for jewelry, electronics, or other non-garment items left in bags.
• Wash & Fold orders are subject to a 20 lb minimum and billed to the nearest 1 lb.
• Issues must be reported within 24 hours of delivery. Claims outside this window may not be eligible for reimbursement.

Service Timelines

• Dry Cleaning: Standard turnaround is 3 business days. Customers will be notified of delays if additional time is required.
• Wash & Fold: Returned based on agreed turnaround, generally within 2–3 business days.
• Delivery Windows: For non-doorman buildings, Concierge Drop provides designated delivery slots (e.g., 1–3 PM). Customers must be available during their selected window.
• Turnaround times exclude observed holidays and severe weather or emergency events.
• Turnaround times may be extended for items requiring special handling, including leather goods, garments with heavy staining, or those requiring tailoring or alterations. Customers will be informed if additional time is necessary to fulfill the order.

Delivery & Proof of Service

• Orders are considered delivered once Concierge Drop records proof of delivery in our system (driver app scans, delivery photos, signatures, or building staff confirmation).
• Customers should verify order completeness upon delivery.
• Customers are responsible for providing a safe, accessible pickup/drop-off location. Risk of loss passes once delivery is confirmed.
• If we cannot complete a pickup or delivery due to no access, no response, or inaccurate instructions, a re-delivery fee may apply and the order will be rescheduled.

Payment & Chargebacks

• Orders are only released after successful payment processing.
• Declined or failed payments may delay delivery.
• Customers authorize Concierge Drop to charge their saved payment method for order totals and approved add-ons (rush, re-delivery, special handling).
• If a chargeback occurs due to service failure, Concierge Drop reserves the right to offset credited amounts against future orders or recover costs.

Release Forms & High-Risk Items

• Certain garments may require a signed release form before processing, including but not limited to: leather, suede, delicate fabrics, vintage garments, embellished items, dyed/bleeding fabrics, or household items.
• Customers will be notified if a release is required before work begins.

Contamination & Biohazard Policy

• We may refuse or surcharge items contaminated with bodily fluids, mold, bedbugs, heavy pet hair, or hazardous residues.
• Such items may be quarantined, returned unprocessed, or disposed of if unsafe to handle.

Unclaimed or Abandoned Items

• We will attempt to contact customers for unclaimed orders.
• After 10 days, storage fees may apply.
• After 30 days, items may be donated or recycled, and Concierge Drop will have no further liability.

Remedies: Refunds, Credits, Re-Cleans

• Concierge Drop may offer a re-clean, service credit, or refund depending on the situation.
• Service credits expire 12 months from issue.

General Liability & Exclusions

• Concierge Drop is not responsible for improper customer bagging (e.g., dry-clean-only garments placed in Wash & Fold bags).
• Accessories, hangers, and personal garment bags are excluded from liability.
• Concierge Drop is not liable for indirect, incidental, or consequential damages (loss of use, emotional distress, replacement costs, etc.).
• Concierge Drop's total liability per order shall not exceed the total order amount and garment-specific caps above.

Force Majeure

• Concierge Drop is not responsible for delays or service interruptions caused by events beyond our reasonable control, including weather, building access issues, strikes, natural disasters, or emergencies.

Governing Law & Dispute Resolution

• These terms are governed by the laws of the State of New York.
• Disputes will first be addressed through Concierge Drop support.
• If unresolved, they will be handled in the courts of New York County, NY.

Promotional Code Terms & Conditions

Eligibility & Usage

• Promotional codes ("Promo Codesd") are exclusive to one user and may only be applied once per household/unit, subject to review.
• Promo Codes cannot be combined with other offers or applied retroactively to past orders.
• A Promo Code must be entered at checkout to be applied. Discounts will not be added after an order has been placed.
• Promo Codes expire on the date specified in the promotion and hold no cash value.

Fraud Prevention & Abuse Policy

To maintain fairness and prevent abuse, we enforce the following restrictions:

• Promo Codes are limited to one per household/unit. Multiple uses from the same address may be subject to review and removal.
• Customers may not create multiple accounts or use fake information to redeem additional Promo Codes.
• If we detect duplicate accounts, shared payment methods, or repeated use of promo codes from the same device or IP address, we reserve the right to cancel orders, revoke credits, and charge the full order amount.
• Promo Codes may not be sold, transferred, or used for unauthorized commercial purposes.

Chargebacks & Violations

• If a Promo Code is redeemed fraudulently, Concierge Drop reserves the right to charge back the credited amount to the payment method on file.
• Customers attempting to circumvent these terms may have their accounts suspended or permanently banned from future promotions.
• Disputes regarding Promo Code misuse may be escalated for review, and legal action may be taken in cases of intentional fraud.

Policy Enforcement

Concierge Drop actively monitors promotional activity to prevent abuse. Any violations of these terms will result in corrective action, which may include:

• Revoking misused credits
• Charging the customer for the full amount of the promotion
• Suspending or terminating accounts involved in abuse
• Blocking future promotional offers for repeat offenders

Concierge Drop reserves the right to modify or discontinue Promo Code offers at any time without prior notice.

Contact & Dispute Resolution

If you believe there has been an error in promo code application, or if you have questions about eligibility, please contact [email protected].

Disputes regarding promo code charges will be handled on a case-by-case basis.

SMS Terms & Conditions

By providing your phone number on signing up, you consent to receive SMS messages from Concierge Drop related to your interactions with our services.

1. Types of Messages You May Receive

• Updates about orders, deliveries, and relevant service notifications.

2. Messaging Terms

• Message Frequency: May vary based on your interactions.
• Message & Data Rates: Standard rates may apply.
• Opt-Out: You can opt out anytime by texting STOP.
• Support: For assistance, text HELP or visit our Privacy Policy (/privacy) and Terms of Service (/terms-of-service).

By continuing to use our services, you agree to these terms.

Pet Care & Dog Walking Services Terms

1. Third-Party Service Provider (Facilitator Model)

All dog walking, cat visits, overnight stays, pickups, drop-offs, and related pet care services (“Pet Services”) offered through Concierge Drop are fulfilled exclusively by Swifto Inc. (“Swifto”) and its independent contractors, including dog walkers and sitters. Concierge Drop does not employ, supervise, control, or manage Swifto’s personnel. Concierge Drop acts solely as a facilitator of booking, coordination, and in certain cases billing. Concierge Drop does not provide pet care services directly.

Swifto agrees, pursuant to its contractual relationship with Concierge Drop, to defend, indemnify, and hold harmless Concierge Drop and its officers, directors, employees, affiliates, and agents from and against any and all claims, damages, liabilities, losses, costs, or expenses (including attorneys’ fees) arising out of or related to the performance of Pet Services by Swifto or its personnel.

2. Governing Terms

By booking Pet Services through Concierge Drop, you acknowledge and agree that: • All Pet Services are performed exclusively by Swifto. • Your booking is subject to Swifto’s Terms of Service, Participation Terms, payment policies, cancellation policies, time window policies, privacy policies, and liability limitations. • You may be required to separately agree to Swifto’s Terms prior to service. Swifto’s Terms of Service are available at: https://swifto.com In the event of any conflict between Concierge Drop’s Terms and Swifto’s Terms regarding Pet Services, Swifto’s Terms shall govern. Concierge Drop is not a party to disputes between you and Swifto.

3. Pricing

All Pet Service pricing matches Swifto’s published or contracted rates for the applicable service area. Concierge Drop does not independently set pricing or service standards for Pet Services. All payments, credits, refunds, subscriptions, expiration of unused balances, and billing matters are governed by Swifto’s policies. No Chargebacks. You agree not to initiate chargebacks, payment reversals, or disputes with your bank or credit card issuer for Pet Services except in the case of a demonstrable billing error. Improper chargebacks may result in suspension of services and recovery efforts for associated fees and costs.

4. Service Windows

Pet Services operate within Swifto’s designated service time windows. Exact start times cannot be guaranteed. Concierge Drop shall not be liable for scheduling delays or time window adjustments.

5. Assumption of Risk

You acknowledge that pet services involve inherent risks, including but not limited to: • Injury or illness • Escape • Accidents • Interaction with other animals • Unforeseen medical events • Property damage By booking Pet Services, you voluntarily assume all risks associated with such services.

6. Pet Owner Representations & Responsibilities

By booking Pet Services, you represent and warrant that: • Your pet is properly licensed and vaccinated. • You have disclosed any history of aggression, biting, or behavioral issues. • You have disclosed all relevant medical conditions or special handling needs. • Your pet is safe to be handled by a professional walker. • You are the lawful owner or authorized caretaker. You are solely responsible for any injury, damage, or claims caused by your pet. Failure to disclose relevant information may result in suspension of services without refund.

7. Access Authorization

You authorize Swifto and its personnel to access your residence or building for the purpose of providing Pet Services. You are responsible for: • Providing accurate entry instructions • Coordinating building access • Providing keys, lockboxes, fobs, or doorman authorization Concierge Drop is not liable for delays, missed services, or losses caused by denied access, incorrect instructions, building policies, or key-related issues.

8. Emergency Veterinary Authorization

In the event of a pet medical emergency during a scheduled Pet Service, you authorize Swifto to seek veterinary treatment at its discretion. You agree to be financially responsible for all veterinary, transportation, and related costs. Concierge Drop assumes no responsibility for veterinary decisions made by Swifto.

9. Insurance Disclosure

Concierge Drop does not provide pet liability insurance coverage. Any insurance applicable to Pet Services is maintained solely by Swifto in accordance with its policies. Concierge Drop makes no representation regarding the scope, limits, or adequacy of Swifto’s insurance.

10. No Guarantee; Disclaimer of Warranties

Pet Services are provided by Swifto and its personnel on an “AS IS” and “AS AVAILABLE” basis. Concierge Drop makes no representations or warranties, express or implied, regarding the quality, safety, reliability, availability, supervision, or performance of Pet Services.

Concierge Drop expressly disclaims all warranties, whether express, implied, statutory, or otherwise, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, or course of dealing.

Concierge Drop makes no guarantees regarding specific outcomes, behavioral improvements, training results, duration of walks, or service expectations beyond scheduling facilitation.

11. Technology & Platform Disclaimer

Concierge Drop shall not be liable for:

• Platform outages
• Booking errors
• Notification failures
• System delays
• Payment processor errors
• Communication disruptions

You acknowledge that technology systems may experience interruptions beyond Concierge Drop’s control.

12. Limitation of Liability

To the fullest extent permitted by law:

• Concierge Drop shall not be liable for the acts or omissions of Swifto or its personnel.
• Concierge Drop shall not be liable for injury, illness, loss, escape, or death of a pet.
• Concierge Drop shall not be liable for property damage.
• Concierge Drop shall not be liable for scheduling issues or service disputes.

In no event shall Concierge Drop be liable for indirect, incidental, consequential, special, or punitive damages.

13. Waiver of Subrogation

You agree that neither you nor your insurance carrier shall pursue claims, subrogation actions, or recovery against Concierge Drop for matters arising from Pet Services.

14. Indemnification

You agree to defend, indemnify, and hold harmless Concierge Drop and its officers, directors, employees, affiliates, and agents from and against any and all claims, damages, liabilities, losses, or expenses (including attorneys’ fees) arising from: • Your pet’s behavior • Undisclosed medical or behavioral conditions • Injury or damage caused by your pet • Disputes between you and Swifto • Your breach of these Terms

15. Independent Contractor Status

Swifto and its personnel operate as independent contractors. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between Concierge Drop and Swifto.

16. Force Majeure

Pet Services may be delayed, modified, or canceled due to events beyond reasonable control, including:

• Severe Weather
• Natural disasters
• Government restrictions
• Public health emergencies
• Building lockdowns
• Transportation disruptions

Concierge Drop shall not be liable for service interruptions caused by such events.

17. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the State of New York, without regard to conflict of law principles.

Any legal action or proceeding relating to Concierge Drop’s role as facilitator of Pet Services shall be brought exclusively in the state or federal courts located in New York County, New York, and you consent to the personal jurisdiction of such courts.

Nothing herein alters your obligation to resolve service-related disputes directly with Swifto pursuant to Swifto’s governing terms.

18. Release of Claims

To the fullest extent permitted by law, you hereby release, waive, and discharge Concierge Drop and its officers, directors, employees, affiliates, and agents from any and all claims, demands, causes of action, damages, or liabilities of any kind arising out of or related to Pet Services performed by Swifto or its personnel.

This release includes, without limitation, claims relating to injury, illness, escape, death of a pet, property damage, scheduling disputes, or alleged negligence of Swifto or its personnel.