Our policies

At Jacob Nettoyeur Urbain, we take care of your clothes — and we take the protection of your personal information just as seriously. This policy clearly explains what information we collect, why, how we protect it, and what your rights are. We've written it to be understood, not to confuse you.

Who is responsible for your information

Jacob Nettoyeur Urbain is responsible for the personal information it holds. In accordance with Law 25, we have designated a person responsible for its protection: Mathieu de Margerie
President, founder
admin@jacobnettoyeur.ca
514-271-4456

For any questions about this policy or to exercise your rights, this is the person to contact.

The information we collect

We only collect what we need to serve you:

- Your contact information: name, address, email, phone number.
- Your pickup and delivery address, if you use our home service, as well as the access instructions you provide us.
- Your order history: items entrusted, services rendered, dates.
- Your payment information: processed securely by our payment provider. We do not store your full credit card numbers on our systems.
- The information related to your subscription, if applicable: package, credits accumulated and used.
- The images from our surveillance cameras in-store and in our production areas, used for security and, if necessary, to process a claim.
- The browsing data on our website, if you consent (see the section on cookies below).

Why we collect it

We use your information to:

- Process and deliver your cleaning, laundry, and alteration orders.
- Manage our pickup and delivery service.
- Manage your account and subscription.
- Communicate with you regarding your orders (ready for pickup, delay, question about an item).
- Process payments.
- Respond to your questions and manage claims in case of an incident.
- Ensure the security of our locations and operations.
- Send you promotional communications, only if you consented (you can unsubscribe at any time).

We never collect more than necessary, and we do not use your information for other purposes without informing you and, if necessary, obtaining your consent.

With whom we share it

We never sell your personal information. We only share it with partners who help us serve you, and only for what is necessary:

- CleanCloud, our order management system.
- Our payment provider, to process transactions.
- Our technology partners (website hosting, newsletter), if applicable.

Some of these providers may store data outside of Quebec. When this is the case, we ensure that your information is adequately protected, as required by law. We may also disclose information if the law requires it (for example, at the request of a competent authority).

How long we keep it

We keep your information as long as necessary to serve you and meet our legal and accounting obligations. When it is no longer needed, we destroy or anonymize it securely.

The cookies

Our website uses cookies to function properly and, if you consent, to analyze browsing and improve your experience. You can accept or refuse non-essential cookies, and change your choice at any time in your browser settings.

Your rights

The law gives you several rights regarding your personal information. You can:

- Access the information we hold about you.
- Have it corrected if it is inaccurate or incomplete.
- Withdraw your consent to its use (including for promotional communications).
- Request its deletion in cases provided by law.
- Request its portability: receive your information in a structured and commonly used format, or request that it be transferred to another organization.

To exercise any of these rights, contact our person responsible for the protection of personal information (contact details above). We will respond within 30 days. If you are not satisfied with our response, you can file a complaint with the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).

In case of an incident

Despite our precautions, if a confidentiality incident involving your information poses a serious risk of harm, we would take necessary measures to limit the damage and notify you, as well as the Commission d'accès à l'information, in accordance with the law.

Changes to this policy

We may update this policy from time to time. The date of the last update is at the top of the page. In case of significant changes, we will inform you by an appropriate means.

TARGET: At Jacob, we treat every item as if it were our own. But even with the utmost care, an incident can occur. Here's how we handle it — clearly, fairly, and always with respect for our relationship with you.

When the incident is our responsibility

How we compensate you depends on the severity of the incident — because a minor, repairable flaw and a lost item are not handled the same way.

1) For a minor flaw (stain not removed, snag, loose stitching, button) : we will either clean or repair the item in-house, at no cost. Our alteration workshop often allows us to resolve everything quickly.

2) For a flaw that cannot be repaired, but leaves the item usable: we offer you a credit note on your file, proportionate to the damage.

3) For a lost or irreparably damaged item (that can no longer be worn): we compensate you based on the actual value of the item, calculated as explained in the next section.

How it works: We start with the replacement cost — what a new equivalent item would cost today — to which we apply an adjustment factor based on the age and condition of the garment. This is exactly how an insurance evaluates an asset: a nearly new item is compensated close to its full value, an older item at its depreciated value.

We do not rely on a home formula: we use the International Fair Claims Guide for Consumer Textiles Products, the internationally recognized method in the cleaning industry, used by cleaners, insurers, and consumer protection agencies. You can consult it here.

A concrete example: a dress whose new equivalent costs $200, purchased a little over two years ago and in good condition, is valued at around $60. A nearly new wool coat, on the other hand, would be compensated at nearly 100% of its value. Age and condition make all the difference — and that’s what makes the evaluation fair, in both directions.

The terms: We evaluate together the value of the item (a proof of purchase helps, but is not mandatory). The maximum compensation is $500 per item for dry cleaning and $100 per item for laundry. If you prefer to keep the item, we offer you 50% of the assessed value — the garment remains with you, often still wearable or repairable.

When the incident is not our responsibility

Certain damages are not our responsibility: hidden fabric weakness, manufacturing defects, incorrect care instructions on the label, normal wear and shrinkage, or an unpredictable reaction of a material to otherwise compliant cleaning. In these cases, even if we are not at fault, we want to maintain a good relationship with you. We can offer you a credit note on your file, as a gesture of goodwill. We can also write you a letter addressed to the manufacturer, outlining step by step the cleaning method we used — a useful document if you wish to assert your rights with the brand.

Our process for claims

Each claim is subject to an internal investigation. We take this seriously and seek to understand what really happened: We consult the team that handled the item and check if photos were taken before cleaning. We consult our cameras to trace how the item was treated, the products used, and the steps followed. We evaluate everything objectively before getting back to you with a clear proposal.

How to make a claim

Check your items upon receipt. For any claim, contact us within 5 days following pickup, ideally with your receipt and photos of the item. We initiate the investigation quickly and get back to you with a response. Any questions? Speak to any member of our team in-store or write to us. We are here to do things right.

We love returning your freshly cleaned items — and space in our branches is valuable. Here's what happens if an item stays with us longer than expected.

Pick up your items within 90 days

Your items are ready and waiting for you. We ask that you pick them up within 90 days of the date they are ready. We send you a notification when your order is ready, and a reminder if it's overdue.

What Happens Next

After this 90-day period, an unclaimed item is considered 'forgotten' under the law (Article 944 of the Civil Code of Quebec). We will then send you an official notice informing you that we intend to dispose of the item. You will have an additional 90-day period from the date of this notice to pick it up. If the item is still not picked up by the end of this second period, we may dispose of it — by donation to a charity, or otherwise, in accordance with the law.

Storage Fees

For items remaining beyond the initial 90-day period, reasonable storage fees may apply and will be payable upon pickup.



We take care of your items while they are with us. However, after the pickup deadline, and despite all our precautions, we cannot be held responsible for the natural deterioration of an item left on site for an extended period (creases, yellowing, odor). The best way to keep your garment in perfect condition is to pick it up promptly.

We're Here to Help

Can't make it within the deadline? Write to us or speak to our team — we'll find a solution together. We much prefer returning your item to you than having to dispose of it.

Is your garment not meeting your expectations? We want to know, and we want to fix it. Our commitment is simple: we'll redo the work until it's done right.

We'll Redo the Work, Free of Charge

‍Cleaning: If you're not satisfied with the result, bring your item back within 5 days of pickup, and we'll re-process it free of charge.
‍Alterations and Sewing: If the fit isn't perfect, we'll redo it free of charge within 30 days.

We'll restart as many times as necessary to get things right — that's our commitment.

When We Stop to Protect Your Garment

There's one limit we won't cross: anything that would put your item at risk. Some stains are stubborn, and repeated treatments can weaken the fabric, dull a color, or permanently damage a fiber. When we determine that further action could harm your garment, we'll tell you honestly and stop there. This isn't a lack of effort — it's because we'd rather return an intact item with a residual stain than a permanently damaged one. In such cases, we'll clearly explain why and explore your options together.

Our Approach: We Correct, We Don't Back Down

Our commitment is to redo the work until you're satisfied — not to offer an automatic refund. We believe a job done right is better than a refund, which is why we put all our energy into correcting the issue rather than simply giving you your money back. If a more serious incident occurs — an item lost or damaged while in our care — our incident policy applies.

We're Here to Do It Right

Dissatisfaction is an opportunity for us to show you how much we value you. Speak to our in-store team or write to us — we'll find the right solution.