Damage Protection Policy

1. What the Program Covers

FreeTime reimburses you for proven loss of, or physical damage to, your personal property caused by a provider during a booking arranged and paid through the FreeTime platform. This includes:

• Damage caused while the provider performs the service at your location, such as an item broken during a cleaning.
• Loss or damage while your property is in the provider's custody in transit, such as laundry on its way to or from a laundromat or other washing location, or errand purchases and pickups being carried to you.
• Loss or damage during any other part of the booking, from the provider's arrival or pickup through completion, return, or delivery.

The program applies per booking, covers only the customer who booked, and covers only bookings arranged and paid through FreeTime. Work arranged off the platform is not covered.

2. The $100 Per-Booking Limit

Reimbursement under this program is capped at $100 per booking in total, no matter how many items are affected. Within that cap, reimbursement is based on the reasonable repair cost or the item's actual replacement value at the time of loss, whichever is less. Sentimental value is not reimbursed.

If you own items worth well more than this limit, please flag them in your booking notes or keep them out of the work area, and see the exclusions below for items that must be declared. Beyond this program, property claims are a matter between you and your provider, as described in Part B, Section B-8 of the Terms of Use.

3. How to File a Claim

Report the loss or damage to us within 7 days after the booking ends. Email team@freetime.app from the email address on your FreeTime account, with the booking date and service. Claims reported after the 7-day window are not eligible, because delay makes the cause of loss or damage impossible to verify fairly.

Every claim must be supported by proof. Include:

• A short written description of what happened and when you noticed it.
• Photos of the damaged item, or of the packaging and remaining contents for a loss, taken promptly.
• Receipts or another reasonable basis for each item's value, such as a listing for the same item.
• For laundry claims, an itemized list of what was in the load. Flagging special items in your booking notes when you book makes this much easier.

We may ask follow-up questions or request more documentation, including from your provider. Claims are reviewed and decided by FreeTime in good faith based on the evidence provided; unproven claims are not paid.

4. What Is Not Covered

• Cash, gift cards, and other cash equivalents.
• High-value items that were not declared before work began, such as jewelry, watches, art, antiques, collectibles, and heirlooms. Declare items like these in your booking notes or in-app messages before the booking starts, or keep them stored away.
• Items left in pockets of garments sent to laundry, and any damage those items cause to the rest of the load.
• Damage or wear that existed before the booking, and normal wear and tear.
• Laundry outcomes from processing that followed the item's care label or your written instructions, including shrinkage, color change, or wear consistent with the labeled care. Items that cannot be safely machine washed are returned unwashed instead.

5. How Reimbursement Is Paid

Approved claims are paid through the same tools we use for refunds: as a refund to your original payment method or as a credit to your FreeTime wallet. Refund timing to your bank or card depends on your card issuer. Paying a claim is not an admission of fault by FreeTime or by any provider.

6. Sole and Exclusive Remedy

The Damage Protection program is a customer-service program that FreeTime funds itself. It is not an insurance policy, and FreeTime is not an insurer. To the fullest extent permitted by law, this program is your sole and exclusive remedy against FreeTime for loss of or damage to property arising out of or relating to services booked through the platform, without limiting Section A-15 of the Terms of Use. Providers are independent contractors, and beyond this program, property claims are between you and your provider. Nothing in this policy limits any rights or remedies you may have directly against a provider.

7. Changes to This Program

FreeTime may change or discontinue the Damage Protection program prospectively at any time. The version of this policy in effect when you book applies to that booking.

8. Your Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer-protection law. If any part of this policy conflicts with a right you have under the law of your state, that law controls.

9. Questions

Contact us

If you have questions about this program or an existing claim, contact FreeTime LLC at legal@freetime.app or 521 Fifth Avenue, 17th Floor, New York, NY 10175.