Help Section

You can add up to 12 hang dry items per order simply by clicking the 'Hang Dry' button after selecting 'Wash & Fold' on the Services screen. Please place these items in a clearly labeled separate bag within your Wash & Fold bag. There is a $3.79 charge per piece for hang dry. Depending on the turn-around time of your order and the fabrics of the items, most items will return still damp. The wetness will depend on the type of fabric and its thickness.

Unfortunately, while we'd love to, we aren't able to take time to check all carelabels onall the items we receive. We do give you the opportunity to let us know exactly howyou'd like your clothing taken care of via the 'PREFERENCES' section of placing anorder.You can select the drying and washing levels and detergent type there.

After your clothes are picked up by a member of our concierge team, they are taken to one of our processing facilities. Wash and fold orders are weighed, and hang dry, laundered shirts, and dry cleaning items are individually processed and categorized. Depending on the service, your clothes are then sent to one of our state of the art cleaning facilities.

At our laundromat, in March 2020 we replaced all of our washers and dryers with state of the art Electrolux machines. These machines will help extend the life of your items and help us provide the best quality of service possible.
At our dry cleaning plant, we use GreenEarth Eco-friendly solvent and technology throughout the process to ensure your items are not only cleaned properly, but tracked every step of the way.

Owning our own facilities lets us troubleshoot more efficiently and make changes that only enhance the customer experience.

Yes.
We have partnered with Hemster for all of your alteration needs right at your home. In addition, we have expert tailors on-site at our locations throughout New York that would be happy to fix or alter your garments to your specifications. To find the store location nearest you, visit: https://bynext.co/locations/.

We separate your whites and colors. Whites are washed in hot water, and colors are washed in cold water unless you tell us otherwise. We use Aura detergent fabric softener on every order, but offer an unscented option (Free & Clear) as well. Everything is dried on regular heat by default.
If you want to specify instructions, just let us know in the order preferences when you’re placing the order. You can specify cold or hot water, low to medium heat for drying, unscented detergent, no fabric softener, and so on.
Any specifics selected are at no extra charge, with the exception of hang dry if selected.

Every order is subjected to either a minimum order or a delivery fee if it falls below the minimum order, to cover the costs of the nice people who deliver your clothes to you. For all orders above the minimum order, no additional fee is added!

For a detailed pricing list by area, visit our pricing page.

We charge your card on file, or you can use Apple Pay, automatically after your order is complete. You might see $0.50 ping on your card. We do a quick hold and immediate release of $0.50 when every order is placed to make sure the credit card is valid. Once the order is placed, and processed, we will automatically hold the order value.

Tips are collected after pick up is done and after order completion. All tips go fully to the concierge or cleaner.
After a pick up is completed you will receive a notification offering you to rate your concierge via the application or website, if you are happy with the service provided by them, feel free to leave a tip. After an order is complete you will receive another notification offering you to rate your concierge or cleaner via the application or website, with the possibility to leave a tip after.
Due to social distancing we don't encourage cash tips or any kind of cash exchange.

Although we only charge your card on file after your clothes are returned, we understand that waiting that long just to see a receipt doesn’t make much sense. That’s why we send you a receipt with your order total within a few hours of your order being picked up. That way you’ll know what the order total is before we charge anything to your card. The official weight gets entered once your bag reaches our facility where it is weighed by calibrated scales approved by the local city government.

Our morning hours are 7:30a-9:30a M-F, and 8:30a-11:30a weekends. Our evening hours are 5:30p-8:30p M-F, and 4:00p-6:30p weekends.

Hours change based on area and demand, check your application in order to find out the availbile time slots.

If you're not home during the window you requested, we will charge a no-show fee. Your Concierge is paid for every attempt to pick up or deliver your items (even when you aren't there). You can always reschedule or cancel a pick up free of charge up to 30 minutes before the requested time window, and you can reschedule a delivery free of charge 4 hours before your requested time window. If you cancel or reschedule your pick up within 30 minutes of your window, or you reschedule your delivery after the deadline, you will be charged a last minute rescheduling fee.

Any change to home cleaning orders must be done 24 hours before the actual booking. Any change after that time will be subjected to a last minute rescheduling or last minute cancellation fee.

If you live in a doorman building, and indicate so when adding your address, you'll see an option to let us know you'll be leaving your bags with the doorman for pick ups and that you'd like your bags left with the doorman on drop offs. If the option is not selected, our Concierge will assume you want door service.

Same Day and Overnight
ByNext Rush allows you to have your wash and fold (no hang dry) picked upand delivered the same day, or if placed in the evening, the next morning.

Dry Cleaning and Laundered Shirts Next Day
ByNext Rush allows you to have your Laundered Shirts and Dry Cleaning picked upand delivered the next day!

When placing a pick up, look for a green dot. This will indicate that you areable to use ByNext Rush same-day services.

Note: ByNext Rush same-day services are only available Monday-Friday.

For a detailed pricing list by area, visit our pricing page.

We want to provide you with as much flexibility as possible, so we offer our customers three different packages, 3 months, 6 months or 12 months.

More information about the benefits you get with each Reserve packages can be found here: https://bynext.co/reserve/

In your account menu, you will find Reserve option, click on it to see your membership details. You will also see a cancellation button. The cancellation will apply on the next full membership month date and you will be refunded the remaining membership months minus the cancellation fee.

• 3 Months: $7
• 6 Months: $14
• 12 Months: $21

We currently offer 3 prepay credit deals to help you save on your laundry, dry cleaning and home cleaning needs.

• 120 credits for $108 (10% off)
• 175 credits for $154 (12% off)
• 300 credits for $258 (14% off) - Best deal!

On the homepage of your application or web application you will see a banner that says “Prepay Credits”, when you click on it, you will be routed to our prepay credits view, another way is going to your account and selecting prepay in the menu.

Prepay credits can be used on all laundry and dry cleaning services as well as our home cleaning services.

You cannot use prepay credits to tip your concierge or home cleaner.

Using Latch, we’re excited to offer secure unattended deliveries in your building. You don’t need to be home. It's just like having a doorman.

All clothing items must be placed inside of a sealed bag. You cannot leave loose clothes outside your door.

Please place your laundry inside a ByNext wash and fold bag. For dry cleaning and laundered shirt items, place these items inside of a ByNext garment bag.

Don't worry! If you don't have a ByNext bag, you can use any bag. If your order includes both laundry & dry cleaning, please make sure to use two separate bags and label accordingly.

Please put your clothes inside of a sealed bag, directly outside your door. If there is no bag outside the door we won't ring your door, in addition you will be charged a cancellation fee.

ByNext is an authorized Latch partner. Only authorized personnel and other residents can access your building using Latch. The ByNext Concierge will deliver your bag directly outside your door. We will take a photo of the bag when it is delivered outside your door.

You don't need to be home for the pick up or delivery. If you're home, please make sure that your bag is left directly outside the door.

Times of Latch pick up and drop off vary from area to area, please use your application or our website to check the drop off and pick up times available for you.

Dry cleaning is a cleaning process that uses solvent instead of water to clean fabrics and garments. It is used to clean fabrics that degrade in water, as well as delicate fabrics that cannot withstand the rough and tumble of a washing machine and clothes dryer.

It is best to always look at the care instructions on an item to see if the item should be dry cleaned or not. While dry cleaning is typically a safe option for most garments, not all items will react well to the dry cleaning process. If you ever have any questions about this, please reach out to the manufacturer, as they will be able to provide the most accurate information.

Dry Cleaning is a cleaning process that uses solvent versus water to clean fabrics and garments. These items are then hand pressed by our highly trained pressers before the items are sent to be assembled. Laundered Shirts are for standard men’s button down shirts only. These shirts are separated by color and washed in industrial washing machines. Once the washing process is complete, the shirts are placed on a custom shirt pressing machine that presses the collars, cuffs, sleeves and body of the shirt. These shirts are loaded on damp to ensure the machine can press the items to perfection.

Almost all laundered shirt pressing units come with an industry standard sized mannequin body that cannot be adjusted. Due to the unique cut of women’s button down shirts, as well as their size, these items do not fit the current specifications of the machine. This is something we’re looking into into offering in the near future.

• Leather, Fur, Suede, Sequins and all faux versions of these items
  These items require a very special cleaning process that takes a significantly longer time to process. Because of this, our facilities are not currently equipped to properly care for the items above. We are looking into how we can accommodate these types of items in the future.
• Draperies and rugs
  Draperies and rugs also require a completely different cleaning process than most garments. Special machinery is used to properly accommodate these cleanings. We are looking into how we can accommodate these types of items in the future.

We use a standard amount of light starch on all shirts. At this time, we cannot customize the starch levels on shirts but are looking into ways to offer this option to customers in the future.

Yes.

These items are extremely delicate and are handled on a piece by piece basis, upon receival of the item we will contact you and quote the cleaning cost for the dress. Turnaround for wedding dresses will be decided upon examination of the item.

ByNext uses a solvent called Green Earth which is non-toxic and environmentally friendly. We owe it to our customers and the community to not only offer high quality cleaning, but to do so in a way that does not negatively affect the environment.

When providing your wash and fold laundry to ByNext, it is important to follow the best practices below to lower the risk of damage or issues with your laundry:

• Always make sure the items you are providing can be laundered and dried. Dry clean only items, or items that are meant to be hand washed or hang dried should not be provided mixed with your laundry. Checking your care labels when you are unsure is the best way to avoid damage to your items. ByNext is not liable for items sent in for the wrong service.
• Please remove all items/accessories from your pockets prior to providing them to ByNext. ByNext is not responsible for any items/accessories that are lost or damaged during the laundering process. Pens, makeup and other similar items can cause entire loads of laundry to be ruined with little to no chance of removing the new damage. We are able to catch these items most of the time but on occasion, and we do our best to make sure we do, but they can be missed. If this occurs, ByNext is not liable for any damage caused as a result.
• Always make sure to check your care preferences while creating your order each time to ensure they are applicable to your current load.
• Delicate items such as bras, underwear and various undergarments with metal hooks should be placed in a delicates bag prior to providing to ByNext for the best cleaning results. These items can hook onto the machine and other items and may cause damage that we are unable to prevent, as it is part of the normal laundering process. Utilizing a delicates bag for these items is the best way to prevent this.

For those with eco-conscious sensibilities, like us, we offer Aura Free and clear option free of charge. Better for the Earth and your clothing, it’s an all-around amazing option. Just choose the unscented option under your laundry preferences.

ByNext does not use bleach in any of our facilities. All facilities use Oxiclean in lieu of bleach. Oxiclean is a more effective cleaning detergent for whitening clothing and cannot ruin dark items with bleach stains if those items are missed during the sorting process.

At this time, ByNext does not offer the option for customers to provide their own laundry detergent. We use Aura and Aura Free and Clear for detergent options, Oxiclean for whitening/stain removal and Aura as a fabric softener option. ByNext is actively looking into offering a wider array of options for our customers.

Hang dry is when an item is laundered in a washing machine, but hung on premium quality, plastic hangers to allow it to air dry. There is no way to speed up the drying process as these items should not have heat applied. While we allow these items to continue to air dry in our facility, these items may come back wet. Wetness will depend on both the material the garment is made from, as well as the thickness.
Because of this, we recommend removing your hang dry items from the plastic immediately upon delivery in order to prevent mildew from forming.

It is important to understand what items should be hang dried and which ones can be normally dried. We can hang dry up to 12 items per bag and it only costs $3.79 per item. This is a much better option than taking the chance and having to replace the item.

Yes. Our facilities follow your care instructions that you select very closely to ensure that your items are cared for properly. If you select low dry but some of your garments shrink, this is part of the normal wear and tear process and the items should have properly been hang dried.

Some manufacturers build in a degree of shrinkage for their items and over time, with continuous washes, this becomes more noticeable. It is important to look at the care labels on items you fear may shrink as to avoid this the best way we can.

We offer home cleaning services below 110th street in Manhattan and in select parts of Brooklyn. In your ByNext application or on our website you will see the option to book a home cleaning service. If you do not see this option, we are unfortunately not servicing your address.
ByNext is working to add more coverage every day and hopes to be in your neighborhood soon

ByNext cleaners come prepared to each residence with their own cleaning supplies, vacuum and wet pads for the floors. If you would like our cleaners to use your own cleaning supplies, please be sure to make a note of this on your order and to leave the supplies out in plain sight.

Our cleaners will NOT open closets or drawers to look for supplies as they are prohibited from doing so.

No, you don’t have to be home during your home cleaning appointment.
You can leave a key with your doorman or in the event you have a lockbox, we only need the code and we’ll take it from there. If you would like to be home during your home cleaning, no problem! Our cleaners wear masks and we take their temperature daily to ensure your cleaner is healthy prior to entering your residence.

No go out and have fun. You’ll come back to a beautifully cleaned apartment!

If you would like to cancel or reschedule your home cleaning appointment, you can do so free of charge more than 24 hours before your scheduled cleaning. If you cancel or reschedule within 24 hours of your cleaning, you will be charged subjected to a cancellation/rescheduling fee.

ByNext not only offers apartment cleanings, but can clean lobbies, gyms, restaurants, offices and more! If you are interested in any of these services, please email support@bynext.co and provide us with details of the cleaning.
Our dedicated Home Cleaning team managers will follow up with you to provide an accurate quote.

ByNext recruits W2 employees to be a part of our home cleaning team. These employees are independently vetted to ensure you can trust the person entering your home. Our cleaners are highly trained and experienced cleaners with a track record of success with great reviews to show for it. We require them to maintain high quality of services and high ratings which in turn results in top notch service!

Dry Clean: Any dry cleaning process can be used and may include moisture, pressing by steam or steam-air procedures, and drying up to 160ºF.

Professionally Dry Clean: The item may be cleaned by varying from a normal dry cleaning process. The care label must provide specific instructions.

Spot Clean Only: The only thing that can be done is stain removal without immersing or otherwise cleaning the entire garment.

Hand Wash: This is a gentle soaking process with very limited agitation by hand. Other information may include specific water temperature and drying requirements.

Machine Wash: This instruction indicates that use of either a commercial or home washer is acceptable. The type of cycle may be specified, such as a gentle cycle. Other information may include specific water temperature, drying requirements, and bleaches that can or cannot be used.

Bleach: Care labels on washable garments will usually indicate if bleach can be used and, if so, which type is appropriate. Common terms include: “Do Not Bleach,” “Non-Chlorine Bleach Only,” or “Bleach When Necessary.” If the type of bleach is not specified, any type may be used.

Tumble Dry: Most garments have tumble or machine drying instructions along with recommended temperatures such as low, medium, durable or permanent press, hot, or no heat. If no temperature is recommended, the garment can be tumbled in a hot dryer.

Line And Drip Dry: This instruction means that the garment should be placed on a clothesline or hanger when removed from the washing machine. If a garment is heat sensitive, the label may state, “Line Dry Away from Heat.”

Dry Flat: Usually found on garments susceptible to stretching when wet (such as sweaters), this instruction entails placing the garment on a towel in order to absorb moisture as it dries or using a drying rack with an open grid that allows air to circulate completely around the garment.

Iron: If ironing is recommended, iron or temperature settings are usually stated. Instructions may include: “Cool/Low Iron,” “Warm/Medium Iron,” “Hot Iron,” “Iron on the Wrong Side Only,” “Steam,” “Do Not Steam,” “ Iron Damp.” If no temperature or setting is stated, the highest setting can be used.

It is best to always look at the care instructions on an item to see if the item should be dry cleaned or not. While dry cleaning is typically a safe option for most garments, not all items will react well to the dry cleaning process. If you ever have any questions about this, please reach out to the manufacturer, as they will be able to provide the most accurate information.

Dry Cleaning is a cleaning process that uses solvent versus water to clean fabrics and garments. These items are then hand pressed by our highly trained pressers before the items are sent to be assembled. Laundered Shirts are for standard men’s button down shirts only. These shirts are separated by color and washed in industrial washing machines. Once the washing process is complete, the shirts are placed on a custom shirt pressing machine that presses the collars, cuffs, sleeves and body of the shirt. These shirts are loaded on damp to ensure the machine can press the items to perfection.

Almost all laundered shirt pressing units come with an industry standard sized mannequin body that cannot be adjusted. Due to the unique cut of women’s button down shirts, as well as their size, these items do not fit the current specifications of the machine. This is something we’re looking into and working with our partners to achieve.

While it is never our intention for an item to go missing, occasionally it canhappen. If this isthe case, please let us know immediately by calling our customer experience teamat1-888-257-8856or by emailing them at support@bynext.co. Notifying the concierge or notifying ByNext viaSMS isinsufficient.In order to receive reimbursement, any missing item must be reported to ourcustomerexperience teamwithin twenty four (24) hours of the delivery of the order, in order to ensurethemaximumlikelihood thatit will be located. All claims are reviewed on a case-by-case basis. Items areconsidered lost ten(10) business days after the initial claim has been made. All decisions on lostitems are inByNext’s sole discretion and are final.

Reimbursement Guidelines

For Wash and Fold/Hang Dry, Dry Cleaning and Laundered Shirts, any reimbursementfor an item or order deemed lost by ByNext shall be limited to and shall notexceed five (5) times the charge for cleaning of the lost item (not inclusive oftax and other fees) regardless of brand, price or condition of the garment, or$1000, whichever is lower. To the fullest extent permitted by law, ByNext’saggregate liability in connection with a lost item shall not exceed theforegoing amount. ByNext’s offer for reimbursement is valid for seven (7)business days once the offer is made. Any attempts at redemption beyond thatwill be evaluated on a case by case basis. All decisions on lost items are inByNext’s sole discretion and are final.

Exceptions to this missing items policy include:

• Socks, which will be reimbursed at $5 per pair in ByNext credit, regardless of brand, price or condition
• ByNext does not accept liability for any personal laundry bags that are not ByNext branded bags
• ByNext does not take responsibility for any loose items lost when submitted in a ByNext bag, such as watches, jewelry, cufflinks, money, wallets, etc. and shall have no liability for such items.

Although we do our best to prevent any damages to your garment, unfortunately every garment, regardless of brand or quality, will wear out over time, and there is nothing ByNext can do to predict when this will happen, or prevent it. For damage related to normal wear and tear, ByNext does not provide reimbursement or compensation.

Per industry standards, the following are considered to be normal wear and tear:

• Shrinkage from repeated laundering
• Color fading
• Small holes or tears
• Discoloration caused by hygiene or beauty products (deodorant, perfume, cologne)
• Button damage
• Thinning of fabric

ByNext additionally is not liable for damage caused by you not selecting the correct service when placing an order (e.g. selecting wash and fold instead of dry cleaning, forgetting to add hang dry service), or when items are sent in incorrect bags (e.g. dry cleaning placed inside a labeled wash and fold bag). ByNext is also not liable for damage caused by, but not limited to loose items like pens and lipstick.

Any damaged items must be reported by calling us at 1-888-257-8856 or by emailing us at support@bynext.co. within twenty four (24) hours of delivery of the order. Notifying the valet or notifying ByNext via SMS is insufficient. All damaged items must inspected by ByNext through digital photos of each damaged item, within twenty four (24) hours of delivery of the order. All decisions on damaged items are in ByNext’s sole discretion and are final.

Hang Dry

Because hang dry items are not being placed in a dryer, we cannot guarantee that the items will return dry. Your items are delivered to our facility where we lift the plastic and allow them to air dry a little longer before delivery. We recommend removing the plastic from your hang dry and hanging them up to let them continue drying once you receive your order.
Due to the turnaround and the thickness of certain items, the items may have a “musty smell.” Please keep this in mind when creating orders with longer turnaround that also include hang dry.

Hang dry items are placed on plastic hangers and are placed in front of fans in our warehouse to help expedite and facilitate drying. In this process, it is possible for color bleeding to occur. ByNext is not liable for any color bleeding caused by the hang dry process.

Reimbursement Guidelines

For any items, regardless of service, deemed damaged outside of the above, ByNext may reimburse you by paying up to five (5) times the charge for cleaning the item (not inclusive of tax and other fees) for which the damage occurred regardless of brand, price or condition of the garment, or $1000, whichever is lower. To the fullest extent permitted by law, ByNext’s aggregate liability in connection with a damaged item shall not exceed the foregoing amount. ByNext’s offer for reimbursement is valid for seven (7) business days once the offer is made. Any attempts at redemption beyond that will be evaluated on a case by case basis. All decisions on damaged items are in ByNext’s sole discretion and are final.

In order to receive reimbursement in cash, the damaged item must be given to ByNext to be inspected and subsequently donated. If you wish to keep your item, only reimbursement in ByNext credit will be offered.