Terms of service

The service

Neutral Zone collects hockey gear from you, has it deep washed, with ozone in the water at a partner facility, and returns it. Neutral Zone Hockey Wash is a trading name of 1001788375 Ontario Inc.

Card hold at booking

When you book, we place a hold on your card for the order total ($120 per bag plus HST, after any discount) and save the card with our payment processor for this order only. The hold is not a charge. A hold lasts about a week; if it ends before your gear is ready, we charge the card saved for this order instead.

Charge when your gear is ready

You are charged once your gear is washed and ready to come back, for the number of bags actually handed over (counted when our driver-partner collects them or when you hand them to our team). If you hand over fewer bags than booked, we charge the lower amount and release the rest of the hold. We return your gear once the charge has gone through.

Extra bags

If you hand over more bags than you booked, we charge the extra bags (same price per bag, same discount, plus HST) to the card saved for this order when your gear is ready, without asking again, and email you a receipt. If a charge doesn't go through, we keep your gear safe and email you a link to pay on your tracking page; we bring it back once it is paid.

Cancellation and refunds

You can cancel a pickup online until your pickup window starts (the evening or the morning we assigned), and a drop-off order until you hand over your bag; the hold is released and nothing is charged. After that, contact us at [email protected]. If something goes wrong after you are charged, contact us: refunds go back to the card you paid with.

Missed pickups and drop-off orders not handed over

If our driver-partner cannot collect your bag, you can rebook within 48 hours; otherwise the order is cancelled and the hold released. No missed-pickup fee. A drop-off order not handed over within 48 hours of booking is cancelled and the hold released.

Leaving your clean bag (returns only)

If you give us permission (when booking, or later on your confirmation or tracking page), and nobody is home when our driver-partner brings your clean bag back, we leave it at the spot you chose (concierge, front desk or front door) and photograph it there. From then on the bag is at your risk. Without permission we bring it back to our facility and set a new delivery day with you (see Missed deliveries). Pickups are always an in-person handover. Once your bag is delivered, the photo of where we left it is on your tracking page.

Missed deliveries

If nobody is home when our driver-partner brings your clean bag back, and you haven't chosen a drop spot, we take it back to our facility and set a new delivery day with you. A second delivery is $10 + HST, charged to the card on your order when we book it. We may waive it. There is no fee for a missed pickup.

Pickup and return

Order today and your bag is back tomorrow by 10 p.m. Order before 2 p.m. and we pick it up this evening; order later and we pick it up tomorrow morning. Pickup is always in person with our driver-partner. We assign the pickup (evening or morning); there is no day to pick. The return day counts from the day you order; a failed pickup, a later rebook or a drop-off handed over on a later day moves it, and we tell you. "Back tomorrow by 10 p.m." is the day and time we plan for and work to; weather, traffic or a problem at the facility can delay a return, and if it does we tell you and give you the new day.

Care, wear and damage

Hockey gear wears out: pads crack, straps fray and seams loosen with use. We clean with care, but washing can show or worsen wear that was already there.

• We are not responsible for damage caused by the gear's age, normal wear, existing tears or defects, including when cleaning makes existing wear worse.
• When we unpack your bag we photograph your gear, count it piece by piece and send you the photos and any wear or damage we notice. If something won't be in your bag, tell us on your tracking page before we pick it up or you drop it off. After that, our count and photos at unpacking are the record of what we received.
• If we damage gear through our own mistake, we will repair it or pay its fair current value (not the price of new), up to a limit per bag.
• We may return an item unwashed if cleaning it would likely damage it.

Fresh guarantee

If your gear doesn't come back fresh, tell us within 72 hours of delivery ([email protected] or 604-379-6840) and we wash it again for free, pickup and return included.

• Once per order, for the gear that was in that order.
• The gear must not have been worn or played in since we returned it.
• We arrange the pickup with you, the same way as your first order. Nothing is charged.

What washing does

Every bag is deep washed, with ozone in the water, in several cycles made for padding, mesh and foam, and dried on low heat. Washing removes the sweat, salt and grime that cause odour. We don't promise that gear is free of bacteria, or that odour can't come back once you play in it again. If it doesn't come back fresh, the Fresh guarantee applies.

Contact

How to reach us about these terms: [email protected] or 604-379-6840.