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Frequently Asked
Questions
FAQ

No hidden fees.
No confusing tiered pricing.
What you see is what you get

How does ByNext works?
It’s really easy.

Clothing Care:
Choose your preferred pickup date and time, indicate whether you have Wash & Fold, Laundered Shirts (men’s button down shirts for pressing only), or Dry Cleaning. Add any information regarding stains and specific pickup and delivery instructions. Choose your preferred delivery date and time, then submit the order. From here, make sure to separate your clothing by the services selected and we’ll return your clothes in a ByNext laundry bag and/or garment bag that you can use on your future orders.

Home Care:
Choose your preferred home cleaning date and time, indicate apartment size and any specific areas you would like us to clean. Add any information regarding the cleaning or access to apartment in the note section and you are all set!

That’s it - now go back to doing what you love.
What's the turnaround time?
  • Wash & Fold has a next day turnaround time, with an option for same day or overnight for an extra fee on weekdays.
  • Laundered Shirts (men’s button-down shirts for pressing) and Dry Cleaning have a 2-4 days turnaround time. There is also an option for next day turnaround for Dry Cleaning and Laundered Shirts for an extra fee.
  • We are unable to provide express services on the weekends for laundered shirts, wash & fold, or dry cleaning at the moment.

  • Turnaround times may vary from area to area.
What locations do you service?

New York
In Manhattan, we deliver from 173rd St. in Washington Heights all the way down to FiDi. We are excited to announce that we opened up ByNext service for all of Brooklyn and a large portion of Queens as well!
We offer home cleaning all around Manhattan and parts of Brooklyn. ByNext also offers self dropoff all around New York, to find the store location nearest you, visit:
https://bynext.co/locations/.

New Jersey
We now service New Jersey from Jersey City to Lyndhurst and all of the areas in between like Bergen County, Hoboken, Weehawken, Union City, Secaucus and more.

Washington D.C.
We service Washington, D.C., from Friendship Heights to the Southwest Waterfront and all the areas in between like Capitol Hill, Downtown, NOMA, Georgetown, Adams Morgan, Brentwood, Takoma and more. We also service Arlington, VA cities - Which includes Clarendon, Pentagon/Crystal City, Rosslyn and others.

We’re continuing to expand quickly, so sign up with your zip code at https://bynext.co to let us know where you want to see us next!

How do I know where my clothes are in the process?
On the Orders screen you will see all of your current and past orders with us, as well as receipts and invoices. You can click on any of them to get real-time updates and see exactly where you are in the process. We let you know when your concierge or cleaner is on the way, when cleaning is in progress, when the concierge is out for delivery, and when we have once again taken care of your chores.
What services does ByNext provide? Do I have to be home when you come by?

Not necessarily.

You are welcome to leave your items with your doorman for pick up. Make sure to let us know in the ‘Pickup’ notes so we know we have your approval. For deliveries we prefer that you (or your roommate) be home or have a doorman in your building for us to leave the clothes with.
Another great option is our smart lock selection. When adding your address in the app, you can toggle the “Do you have a door code?” to yes and input your doorcode. Please note, all bags should be left outside of the apartment door. And finally, we have extended our "leave bag by your door" option to everyone, just make sure to leave instruction on how to access the building.

We have also partnered with Latch smart lock system for the consistent ease of access with every order placed. Just select the “leave bag by your door” option when choosing your pickup or delivery date/time. A one time code is generated for your latch lock that expires after first use by our concierges for security purposes.

Home cleaning orders require access to the premise, so in case you aren't at home, make sure to leave clear instructions on how to gain access to the your home.

Can I provide special instructions for my address?
Absolutely! Every time you add a new address you'll be able to enter specific instructions related to that address, such as "buzzer is broken" or "watch out for the neighbor's dog!". Additionally, on the order summary screen you can enter any specific instructions that may be more temporary in nature, such as "leave bag with my roommate" or "please call when you're downstairs".
What is the hang dry policy?
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.
Do you check the care instructions for my clothing?
Unfortunately, while we'd love to, we aren't able to take time to check all care labels on all the items we receive. We do give you the opportunity to let us know exactly how you'd like your clothing taken care of via the 'PREFERENCES' section of placing an order. You can select the drying and washing levels and detergent type there.
Where does my clothing go?

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.

Does ByNext fix buttons and tears? What is ByNext’s standard for Wash & Fold?
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.
Is there a minimum order? How do I pay?
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.
How should I tip?
Tips are collected after pickup is done and after order completion. All tips go fully to the concierge or cleaner.
After a pickup 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.
How will I know how much my order is?
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.
Latch Powered Building?
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.
What kind of bag do I use?
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.
What if I don't have a ByNext 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.
Where do I leave my bags?
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.
Will my clothes be safe?
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.
What if I'm home for the pick up or delivery?
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.
How soon in advance of the pickup should I leave my clothes outside?
Times of Latch pickup and drop off vary from area to area, please use your application or our website to check the drop off and pickup times available for you.
What is Dry Cleaning?
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.
What types of clothing should be dry cleaned?
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.
What is the difference between Dry Cleaning and Laundered Shirts?
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.
Why can’t you offer Laundered Shirt service for women’s shirts?
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.
What can’t ByNext Dry Clean?
  • 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.
Does ByNext use starch on Laundered Shirts?
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.
Do you clean wedding dresses?
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.
What chemical Does ByNext use for dry cleaning?
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.
Laundry best practices

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.
Does ByNext offer organic detergent options?
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.
Does ByNext use bleach?
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.
Can I provide my own detergent?
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.
What is Hang Dry?

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.

Can items on low dry still shrink?

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.

Where do you currently offer home cleaning services?

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

Do I have to leave out supplies?
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.
Do I have to be Home?
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!
Is there a cancellation/reschedule fee?
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.
Do you offer business cleaning services?
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.
Who are the cleaners ByNext uses?
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!
Common Care labels and What they Mean

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.

What types of clothing should be dry cleaned?
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.
What is the difference between Dry Cleaning and Laundered Shirts?
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.
Why can’t you offer Laundered Shirt service for women’s shirts?
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.
Missing Items

While it is never our intention for an item to go missing, occasionally it can happen. If this is the case, please let us know immediately by calling our customer experience team at 1-888-257-8856 or by emailing them at support@bynext.co. Notifying the concierge or notifying ByNext via SMS is insufficient. In order to receive reimbursement, any missing item must be reported to our customer experience team within twenty four (24) hours of the delivery of the order, in order to ensure the maximum likelihood that it will be located. All claims are reviewed on a case-by-case basis. Items are considered lost ten (10) business days after the initial claim has been made. All decisions on lost items are in ByNext’s sole discretion and are final.


Reimbursement Guidelines

For Wash and Fold/Hang Dry, Dry Cleaning and Laundered Shirts, any reimbursement for an item or order deemed lost by ByNext shall be limited to and shall not exceed five (5) times the charge for cleaning of the lost item (not inclusive of tax 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’s aggregate liability in connection with a lost 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 lost items are in ByNext’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.

Damaged 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.