Your safety and comfort are so important to Tumbil.
Customers are strictly prohibited from providing unsafe or unsanitary laundry. If you come across items with excessive pet hair, bed bugs, biohazardous materials, or significant traces of feces, urine, or vomit, it’s important to take action right away.
Contact the Tumbil concierge team during business hours—don’t reach out to the customer directly. The concierge team will guide you through the process, including requesting photos and documentation. In most cases, you'll be asked to return the laundry as is and will receive a $15 inconvenience fee for your time and effort.
You’ll be guided on the next steps and compensated for the inconvenience.
If goes without saying that handling laundry with trace amounts of blood, urine, feces or vomit is normal for this type of gig work.
There could be a situation where the entire order is perfect but only one of the items appears to be unsanitary - while you have every right to follow the steps above for the entire order, you could put on a pair of gloves, bag the unsanitary item and do the rest of the laundry as per Tumbil's normal procedure. Message the client then, return the clean clothes, with the bagged unsanitary item separate from the clean clothes.
For answers that come out squeaky clean, our support team is here—contact [email protected]!