Life happens, we know that better than anyone. However, because Magic Basket operates on a precision-timed route to ensure every neighbor gets their laundry back within 48 hours, missed pickups affect the entire "logistics engine."
Here is how we handle missed or unavailable laundry to keep our service fair and efficient for everyone.
Missed Pickup & Unavailable Laundry
A Missed Pickup occurs when our driver arrives at your scheduled location during your service window and the laundry is not available, accessible, or ready for collection.
Our Rescheduling Process
If we are unable to collect your bag, we won't leave you hanging. We will make a reasonable attempt to reschedule your service for the next available route in your neighborhood. You will receive a notification letting you know when we plan to return.
The First-Time Courtesy
We believe in a "grace-first" approach. At our discretion, the very first time you miss a pickup, we may treat it as a courtesy. Our goal is to help you get used to the 6:00 AM placement rule without any immediate financial impact.
Repeated Missed Pickups & Driver Fees
Our drivers are paid for their time and the miles they cover. To cover the operational costs of a failed pickup attempt, the following rules apply for repeat occurrences:
- The Fee: A $5.00 Driver Fee will be applied to your account for each repeated missed pickup or failed access attempt.
- Pricing Updates: We reserve the right to modify this fee. Any changes to our pricing will be updated on our website or sent to you via direct notice.
Accessibility Matters
A pickup is also considered "missed" if our driver cannot reach your bag due to access issues. To avoid the $5.00 fee, please ensure:
- Gate Codes: Your gate or building codes are up-to-date in your profile.
- Obstructions: The bag is not blocked by vehicles, locked behind a screen door, or guarded by a protective pet.
Service Sustainability
Consistency is what allows us to keep our subscription prices low. While we want to work with you through a busy week, excessive missed pickups may lead to the suspension or termination of your service. This ensures that our driver slots remain available for customers who are ready for their "Magic" to happen.
How to Avoid a Missed Pickup
The best way to prevent a fee is to use our 6:00 PM Cutoff Rule. If you know you won't be ready or will be out of town, simply skip or reschedule your pickup.
