DormHealth Terms of Service

These Terms of Service ("Terms") are a binding agreement between you and DormHealth.org LLC ("DormHealth," "we," "us," or "our"). They govern our websites and services, and any other offering to which these Terms state they apply. Separate agreements govern the business matters described in Section 1.3.

These Terms apply once you accept them in a manner the law recognizes, such as by enrolling or by affirmatively agreeing to them at checkout or through another electronic acceptance process. You may also be bound through an Organization's agreement or program rules that validly incorporate these Terms, if applicable notice and consent requirements are met. If you only browse our website without enrolling or otherwise accepting these Terms, Sections 11 and 26 apply to your use of the website to the extent applicable, and Section 27 applies only once you have accepted these Terms as described in this paragraph. If someone else enrolls you as an adult Participant, you accept these Terms when you affirmatively accept them or, after receiving notice of them, when you first sign in to your portal, pick up items, or otherwise begin using the Program. If a parent or legal guardian enrolls a Participant under 18, the parent or legal guardian accepts these Terms on the Participant's behalf.

DormHealth operates programs that lend linens and other textiles and exchange them for clean ones. We may also provide software and technology for programs operated by others. Program Items are loaned, never sold. Our services are intended for use in the United States and are designed around U.S. law, unless Program-Specific Terms state otherwise.

The participant provisions of these Terms (covering enrollment, service, exchanges, item obligations, fees, and refunds) apply to programs DormHealth operates. For a program operated by someone else, that operator's terms apply. Our terms apply to such a program only if we agree and they are validly made part of the participant's agreement.

General rules. The following rules apply throughout these Terms:

1. Applicable law controls. Each provision applies only to the extent the law permits, and nothing in these Terms limits a right you have that the law does not allow to be waived.
2. When these Terms say something is "shown" or "posted," it means provided to you through one of the methods listed in Section 1.4.
3. Changes to Program Rules, fees, limits, locations, and features are governed by Section 17.
4. Every charge requires valid payment authorization and any notice required by law or agreement.

1. Overview

1.1 What we do

A Program operated by DormHealth allows enrolled Participants to use the items and services shown at enrollment during the Service Term. A Linen Plan provides regular access to clean linens through exchanges. In some cases, we supply only software or technology for a Program operated by another party.

For Programs governed by these Terms, the Program Rules identify the operator, the item owner, the billing party, and each party's responsibilities. For Programs operated by others, the operator's own disclosures identify them. Supplying software or equipment does not, by itself, obligate us to supply, launder, restock, or staff a Program. Our obligations match our actual role and agreements.

When we administer fees, clearing, or refunds for another item owner or operator, we act only within the authority we have been given. Section 14.7 applies.

1.2 Program-Specific Terms and Program Rules

We may publish additional terms for a Program, Site, or Service Area ("Program-Specific Terms"). They form part of these Terms and control in a conflict, for the matters they cover, subject to the limit in Section 1.3. Where there are none, these Terms apply.

We may also set rules for a Program ("Program Rules"). Program Rules are the rules for a Program that we post on the Program or Site page or provide in enrollment materials, whether or not they are labeled "Program Rules." They describe matters such as the items, eligibility, Service Term, prices, item allowances, exchange limits, temporary replacements, clearing procedures, and locations. General promotional descriptions are not Program Rules. Program Rules form part of these Terms.

1.3 Which document controls

If documents conflict, the following order applies: (1) Program-Specific Terms; (2) these Terms; (3) Program Rules; and (4) other policies we expressly incorporate. Program-Specific Terms may add protections or local details, but they may not remove or reduce your rights under Sections 14, 16, 17, 20.1, 25, and 27. Program Rules add detail only where these Terms permit. A later posting does not, by itself, change what you agreed to, except as provided in Section 17.

Personal information is handled under Section 29, the Privacy Policy, and any applicable Organization data obligations. Program-Specific Terms and Program Rules may not weaken those protections, even where they otherwise take precedence.

Separate business agreements govern our relationships with Organizations, operators, and other business customers, including software licenses, staff access, data processing, support, and equipment sales or leases. Those agreements control the matters they cover. These Terms do not set business license fees, renewal periods, service levels, equipment warranties, allocations of liability, or termination rights unless a business agreement incorporates them. These Terms do not create an equipment sale, lease, or software subscription. A reference to optional equipment, integrations, or configurations is not a promise that they are available or included unless expressly agreed.

A business agreement may be changed only through its own amendment process, not through an individual's login or a public policy update. It cannot, by itself, change a Participant's agreed obligations or permit a breach of privacy commitments or law.

1.4 Where we share details

We provide Program Rules and local details (such as limits, locations, items, deadlines, and fees) through one or more of the following: the Program or Site page; enrollment materials and checkout screens; email, including your enrollment confirmation; Program-Specific Terms; signs at Exchange Locations; messages the Organization or an approved administrator sends on our behalf; your DormHealth portal; or other appropriate written or electronic communications.

You receive the Program Rules and key enrollment and fee terms before you enroll or, for opt-out and included programs, through the notice and enrollment process. Please review them before your first pickup. We give reasonable notice of significant changes (Section 17).

2. Definitions

Account Holder: the adult who manages a Participant's enrollment. This may be the Participant or another adult with authority, such as a parent or legal guardian. If no one else is designated, an adult Participant is the Account Holder. If the Participant is under 18 when enrolled, the enrolling parent or legal guardian is the Account Holder and remains the Account Holder if the Participant turns 18 during the enrollment, unless they both agree to change it. The person paying provides the payment details. Responsibility for payment follows the payment agreement, valid authorization, and the billing arrangement. Managing an account does not, by itself, make you liable for payment.

Billing arrangement: the setup for a Program, stated in the Program Rules or enrollment materials, that identifies who bills and collects enrollment payments, item fees, optional purchases, refunds, and clearing. The billing party is whoever bills or collects a charge under that setup, such as DormHealth directly or an Organization through a student or housing account.

Clearing: settling the fee for lost or unreturned items you select, by confirmed payment, Loss Protection, or both, so that they are removed from your outstanding items (Section 14.5).

Damage Fee: a fee under Section 15 for an item returned too damaged to use, as determined by the party authorized to assess damage.

Enrollment: a Participant's registration in a Program for one or more Service Terms, including any add-ons purchased for it. To "enroll" means to complete that registration through any enrollment type in Section 3.2. Enrollment fees are the amounts paid for an enrollment; they do not include item fees such as Unreturned Item Fees or Damage Fees.

Exchange Location: a location for pickups, returns, or both. It may be staffed (such as a front desk), automated (such as a kiosk), or both, as DormHealth enables for each Service Area.

Item Set: two or more items that the Program Rules designate as a set to be issued and exchanged together, such as a sheet set (pillowcase, flat sheet, and fitted sheet). Items issued at the same time are not a set unless the Program Rules designate them as one.

Linen Plan (or Linen Exchange): a Program for linens (Section 1.1). Our materials may use either name.

Loss Protection: an optional benefit that waives eligible Unreturned Item Fees, up to the number of items and subject to the conditions in Section 7.2. It may also be called "Linen Loss Protection."

Normal wear and tear: gradual change from ordinary, proper use and laundering, such as minor fading, softening, light pilling, or a few loose threads. It does not include stains, tears, holes, burns, bleach or dye marks, odors or soiling that do not come out in normal laundering, or damage from misuse, alteration, or improper care.

Operator: the party that runs a Program's day-to-day operations, such as pickups, returns, and exchanges, as identified in the Program Rules (Section 1.1). It may be DormHealth, an Organization, or another approved provider. Also called the "program operator" or "designated operator."

Organization: a university, landlord, employer, facility operator, or other entity that helps offer or operate a Program. Its responsibilities depend on its role and agreements. Older materials may use the term "Institution."

Outstanding items: items our records show as issued but not returned or settled, including items marked lost. You may not actually have them in your possession.

Participant: a person enrolled in a Program, such as a resident or another person eligible under the Program Rules. Older materials may use the term "Resident Participant."

Program: a textile lending, exchange, or related program that DormHealth operates or supports, including a Linen Plan.

Program commitments: only the items, exchange limits, and Service Term shown for your enrollment at or before enrollment, and any other promise we expressly state in writing as part of your enrollment.

Program Items: linens or textiles loaned to you. Each individual piece, such as one towel or one pillowcase, is a separate item, including when it is part of an Item Set. Program Items do not include items you purchased, leased equipment, software, or your own property.

Program Rules: see Section 1.2.

Program-Specific Terms: see Section 1.2. Earlier "Campus-Specific Terms" remain effective, but only for the matters they already cover.

Reconciliation date: the date we determine which fees apply, as set out in Section 14.6. We must send any fee notice within 30 days after this date.

Recorded pickup or return: a pickup or return logged in our system through the Program's process, such as an ID scan at an Exchange Location. Where available, your portal history shows what was recorded.

Return deadline: the date by which you must return items. Unless the Program Rules set a different date, it is the end of your Service Term (Section 14.1). A different return deadline applies if we require an item back (Section 4.2), if we set a deadline for a lost item under Section 14.1, if you lose eligibility (Section 14.1), if service ends in your Service Area (Section 14.13), if you lose Site access (Section 18), or if your enrollment is cancelled or terminated (Section 20.3). Any extension changes the return deadline.

Service Area: the area or group of Sites served by a Program. Your Program Rules list the locations available to you.

Service Term: the service dates shown for your enrollment, plus any extension or other change under Section 4.5 or 7. Access may be suspended or end early; that alone does not change these dates. Return deadlines after loss of eligibility, cancellation, or termination are governed by Sections 14 and 20.

Services: our websites, products offered under these Terms, Program services, software, portals, approved integrations, and equipment software. The Services available to you depend on your role and agreement.

Settled: an item is settled when its Unreturned Item Fee has been fully paid, waived by Loss Protection, waived by DormHealth or the item owner at its discretion (Section 14.11), or cleared (Section 14.5). A "completed settlement" is an item or fee that has been settled. This meaning does not apply to the settlement of legal claims in Sections 23 and 25.

Site: a place where a Program operates, such as a residence hall, apartment, workplace, or campus building. A Site is a location, not a party.

Temporary replacement: an item issued beyond your item allowance (Section 6.1) to replace an item you have out that is marked lost. It counts toward your replacement limit, not your item allowance, until the lost item is returned or settled.

Unreturned Item Fee (or lost-item fee): the per-item fee for a lost or unreturned item. It may be assessed after the return deadline, earlier under Section 14.4, or paid voluntarily through clearing (Section 14.5).

User: anyone who uses the Services, including Account Holders, Participants, and website visitors.

3. Enrollment and Your Account

3.1 Eligibility

You must be at least 18 to enroll yourself or to serve as an Account Holder. A parent or legal guardian may enroll a Participant under 18 where the law and the Program Rules permit, and by doing so accepts these Terms on that Participant's behalf. If a Participant enrolled as a minor turns 18, the Participant accepts these Terms for themselves by affirmatively accepting them or, after receiving notice of them, by continuing to use the Program. In Programs where an Organization handles enrollment, the Organization's policies govern how Participants under 18 are enrolled. If we learn that a Participant is under 18, we will take the steps the law requires. By enrolling, you confirm that you meet these requirements and, if you are enrolling someone else, that you have authority to do so.

Programs may impose additional requirements, such as living on site or being affiliated with an Organization. If you move to another Site in your Service Area, your enrollment continues there, using the Exchange Locations available to that Site. If you move to a location your Service Area does not serve, you are treated as losing eligibility under Section 14.1, unless we agree to move your enrollment (Section 3.3). We may verify eligibility at any time and may suspend or end an enrollment that does not qualify (Section 20). We may also decline an enrollment under Section 14.9. Losing eligibility does not, by itself, entitle you to a refund or end valid payment obligations (Section 16).

3.2 Enrollment types

Each Program uses one or more of the following enrollment types, as stated in its Program Rules. A Service Area may offer different Programs with different types, such as an included academic-year program and an opt-in summer program:

(a) Opt-in: you choose to join, complete enrollment, and pay any required amount. Service begins as described in Section 4.5, even if you enroll late.

(b) Opt-out: eligible individuals are enrolled automatically and may decline within the opt-out period. The Program Rules or the Organization's materials describe the steps, deadline, and billing.

(c) Included: access is provided through an Organization or another stated benefit. The cost may be included in another charge, billed as a separate required charge, or paid by the Organization or a sponsor, as disclosed and permitted by the applicable agreements.

DormHealth, the Organization, or another approved administrator may handle enrollment, opt-outs, and billing, as provided in the applicable agreements and Program Rules. You will be told the enrollment type and each party's role before you enroll or, for opt-out and included programs, through the notice and enrollment process. This notice may come from us, the Organization, or an approved administrator, through any method listed in Section 1.4.

Enrollment is always subject to the applicable agreements, required notices, and any required consent. Item fees and optional purchases are governed by Sections 13 and 14. Enrollment alone never permits a charge without valid payment authorization.

3.3 Your account

Each enrollment has one Participant and one Account Holder, who may be the same person. The Account Holder is responsible for keeping enrollment information accurate and, if paying DormHealth directly, for valid, authorized charges assigned to them. Anyone who enrolls or pays for another person must have authority to do so. Paying does not, by itself, grant full access to the Participant's personal information.

An enrollment applies to the Service Area selected and cannot be moved to another unless we agree in writing.

Keep your login credentials secure and notify us promptly of any suspected misuse.

4. Programs

4.1 What you receive

You may use the Program Items shown at enrollment during your Service Term. They are on loan and remain the property of DormHealth or the owner named in the Program Rules. "DormHealth-issued" means issued through the Program, regardless of who owns the item. Paying an item fee does not transfer ownership of an item to you.

4.2 Items

Items may vary by Service Area and by the options you select. We may offer single-item, bundled, or other textile Programs, and may start or stop offerings for future enrollments while honoring program commitments. We may substitute equivalent items or suppliers that meet the stated types, sizes, and any promised material or care specifications. A substitution may not materially reduce what you paid for. We may require you to return or exchange a specific item for safety, quality, recall, or inventory reasons, such as replacing worn or recalled stock. We will tell you which item, how to return or exchange it, and the deadline, which will be at least 7 days unless a safety issue requires less time. Where available, we will provide a clean item of the same type in exchange at no charge, and that exchange does not count toward your limits (Section 6.1). The deadline we set is the return deadline for that item (Section 2).

4.3 Item Sets

Item Sets are issued and exchanged as complete sets unless the Program Rules state otherwise. The Program Rules list each set's components and how sets count toward limits. Where items are tracked individually (Section 5.4), each component is tracked, cleared, and charged separately (Sections 14 and 15). A set may count as a single exchange but is never treated as a single item for fee purposes. If you return an incomplete set, the pieces returned are recorded as returned, and each missing piece remains outstanding under Section 14. A clean set is issued in exchange only after every piece of the set has been returned or cleared, unless the Program Rules say otherwise. This does not prevent temporary replacement sets where the Program Rules allow them (Section 6.1).

4.4 Exchange Locations

Exchange Locations may be staffed, automated, or both, as we enable for each Service Area, and may handle pickups, returns, or both, with the services, methods, and hours shown. Hours may depend on the Organization's hours, holidays, academic breaks, or other posted closures. We or the operator may add, relocate, change, or close locations or change hours, while honoring program commitments.

We do not guarantee that any item will be in stock at any given time. We or the operator determine restocking using reasonable judgment based on demand, inventory, and operational needs, while honoring program commitments.

Kiosks and other automated equipment may dispense or accept items without staff present. If equipment fails to dispense, accept, or record an item correctly, report it promptly; we will review it under Section 14.12 and may correct your record under Section 14.11. Do not force, open, or reach into equipment. Equipment may use sensors, scanners, or cameras as described in the Privacy Policy. If equipment is unavailable, use another Exchange Location or return method we provide.

4.5 Service dates

Service runs for the Service Term shown, plus any extension or other change under this Section or Section 7. It begins on the later of (a) completion of enrollment and activation (setting up your enrollment in our system so pickups can be recorded), or (b) the first day of the Service Term. Choosing not to use the service does not delay its start.

We may offer different or extended access dates as a Section 7 benefit. The offer will state the dates, the Service Term, the included services, and any new return deadline. A change in dates does not create a new Service Term or reset limits or purchased benefits, such as Loss Protection.

We may also extend a Service Term or any return deadline at our discretion, for example to cover a closure or an academic calendar change. An extension under this paragraph is at no additional charge and does not create a new Service Term or reset limits or purchased benefits. You may not pause, defer, or carry over a Service Term or unused service to a later term, unless the Program Rules allow it or we agree in writing at our discretion.

If you enroll after the Service Term begins (where permitted), service begins when enrollment and activation are complete. Your end date does not change.

5. Exchange Rules

5.1 Identification

If your Program requires personal identification, use the credential it specifies, such as a program pass or approved Organization ID. Staff-run or bulk programs may use another approved process. Do not bypass or circumvent identification or access checks.

5.2 How exchanges work

DormHealth staff, Organization or operator staff, or other approved providers may handle pickups and returns. Exchanges are one-for-one: you must return the used item or complete set to receive a clean item or Item Set (Section 4.3). Exceptions are first pickups, pickups for items cleared under Section 14.5, and exceptions stated in the Program Rules. Pickups after clearing remain subject to all other return rules and limits, except a discretionary pickup under Section 6.1. Pickups and returns are recorded through the Program's process (Section 5.4). Throughout these Terms, whether an item was issued to you or returned by you is determined by our records of recorded pickups and returns (Section 2), subject to review under Section 14.12. Our records may include photos or video of items taken at pickup, return, or processing, together with transaction logs. Photos are intended to show items only; we do not intend to photograph people, and any personal information captured incidentally is handled under the Privacy Policy. If we use machine-learning or similar models to help identify items, match them to records, or assess their condition, a person will review any finding by such a model of damage or non-return before a Damage Fee or Unreturned Item Fee is assessed. Ordinary scans, kiosk records, and transaction logs are records, not model findings.

A first pickup does not require a return, but limits apply. You may pick up included items over separate visits. If you return an item on one visit and pick up the clean item in exchange on a later visit, the earlier return still counts toward that exchange. This does not reserve inventory for you or waive other pickup requirements. Record errors are reviewed under Section 14.12.

Temporary replacements (Section 2) are available only if the Program Rules allow them and remain at the discretion of DormHealth or the operator. They do not entitle you to additional items. Section 6.1(c) explains how replacements count, when they can be exchanged, and what you must return or clear.

If the Program Rules require all outstanding items of a type to be resolved, you must return every item of that type still in your possession and return or clear each lost item of that type (including a lost replacement). Returning some items reduces your outstanding items but does not satisfy the requirement. You may return and clear items on separate visits. The requirement is met when no items of that type remain outstanding before your next pickup. A hold on one item type does not block another type for which you are eligible. A hold never prevents you from returning items. Late returns are governed by Section 14.2 and any longer return period.

A staff error does not cancel your return obligations or create additional exceptions. However, we will never charge you for an item that our records do not show was issued to you, or for an item that our records show you already returned. If you receive an item that was not recorded, such as an extra item handed out by mistake, you must return it, or tell us and follow our instructions for returning it. Telling us does not, by itself, make you responsible for a fee for that item. Errors and disputed instructions are reviewed under Section 14.12.

5.3 Returns and condition

Return items only through the designated locations and procedures. By returning an item, you confirm that it is a Program Item issued to you, or one you are returning with the permission of the person it was issued to. Staff may refuse any item they reasonably believe is not a Program Item. Your own textiles and other non-Program items do not count as a return, even if recorded as one by mistake, unless the item owner or its authorized representative permits it under Section 14.1. If we later identify a non-Program item and can reasonably connect it to your return, we may correct your record, and the item it was offered for remains outstanding (Section 14.11). We are not responsible for personal items left in a return, and we may discard them or hold them for a limited time. Returned items should reflect normal use. Items that are heavily soiled, stained, torn, or damaged beyond normal wear and tear (Section 2) may be subject to a Damage Fee (Section 15).

5.4 Tracking

The Program Rules state whether returns are tracked per person (each Participant's pickups and returns are recorded individually) or in bulk (items are counted as a group, for example by building or floor).

Per-item fees, clearing, and holds based on your outstanding items apply only if the Program Rules provide for them and reliable records support them. In a Program that tracks returns in bulk and builds losses into the price, a missing record alone cannot result in a fee or hold against you.

In every Program, you must still return items through the designated process, including any bulk return, and all other limits and conduct rules continue to apply.

5.5 Problems with issued items

Notify staff or DormHealth promptly if an item is dirty, stained, damaged, incomplete, contaminated, or otherwise below the stated standard when you receive it, following any reporting procedure in the Program Rules (for example, reporting at the Exchange Location or within a set time). Do not use an item you believe may be contaminated. We will review the issue and, if it is verified, arrange a fair resolution, such as exchanging the item. A problem is verified when staff, the operator, or DormHealth reasonably confirms it, such as by inspecting the item at the Exchange Location, reviewing a photo or other information you provide, or checking our records, such as transaction logs, item photos, service logs, or equipment data. A verified problem that existed at pickup is not treated as your loss or damage. If the problem is verified and you reported it promptly as described above, an exchange to correct it does not count against your replacement or exchange limits. Your other obligations and legal rights remain unchanged.

6. Limits

6.1 Standard limits

Types of limits. The Program Rules may set the following limits, either overall or separately for each item type (for example, separate weekly limits for towels and sheet sets):

(a) Item allowance: the number of items or Item Sets you may normally have out at one time (for example, one sheet set and one towel). All of your outstanding items count toward it, including items marked lost. Any item issued beyond your allowance is a temporary replacement under (c).

(b) Exchanges: the number of pickups of clean items or Item Sets you may make in a period. Unless the Program Rules state otherwise, every pickup counts, including first pickups, temporary replacements, exchange pickups, and pickups after clearing.

(c) Replacements: the number of temporary replacements you may receive for a lost item or items. DormHealth or the operator may set, limit, or decline replacements at its discretion, including by item type, number outstanding, frequency, or total for a period, and may offer none for some item types. A replacement counts toward this limit, not your item allowance, and cannot be exchanged while the lost item it replaces is still outstanding. Once that lost item is returned or settled, the replacement item(s) become part of your item allowance and may be exchanged like any other item. If a replacement is also lost, it must be returned or cleared as well.

An exchange to correct a problem verified and promptly reported under Section 5.5, or an exchange we require under Section 4.2, does not count toward your exchange or replacement limits. A product or benefit under Section 7, such as an Exchange Upgrade, may change a limit, but only as that offer states.

Periods and resets. In this Section, a "period" is any time frame the Program Rules set for a limit, such as a day, a week, a month, or a Service Term. Unless the Program Rules state otherwise, a period does not extend beyond the end of a Service Term. The Program Rules may set a period that spans more than one Service Term and, if they say so, more than one enrollment of the same Participant. When a period ends, the count for that limit resets to zero and starts again, subject to any carryover. The Program Rules state each period, exactly when it resets, and any carryover. Unless the Program Rules state otherwise, unused exchanges, replacements, or other unused limit capacity do not carry over to the next period. Once you reach an exchange or replacement limit, further exchanges or replacements are declined until the limit resets or an exception applies.

How limits apply. Every pickup must fit within all applicable limits (except a discretionary pickup under this Section) and must meet the return and clearing rules in Section 5.2. Unless the Program Rules say otherwise, returning or clearing items does not reduce the number of exchanges or replacements you have used in the current period, and a reset does not erase outstanding items or replacement obligations.

Discretionary pickups. DormHealth or the operator may, at its discretion and through its authorized procedures, allow a pickup beyond your exchange or replacement limits when it considers it necessary. A discretionary pickup does not raise your item allowance or change your limits, and it does not create a right to future exceptions.

6.2 Changes to limits

We may set and change the limits and replacement rules in this Section and in Section 5.2. Limits, exceptions, and any transition steps will appear in the Program Rules and, where available, your portal. Changing a setting in our system does not, by itself, change your limits. Any change still requires the notice or agreement Section 17 requires.

7. Products and Add-Ons

We may offer optional products, upgrades, or benefits, such as different access dates, additional services or items, or higher limits. We disclose availability, included items, price (if any), eligibility, start date, duration, and benefits at enrollment or in Program Rules communications: paid benefits before purchase and free benefits before they begin. A product or benefit applies to you only if you purchased it or we expressly provided it for your enrollment; describing it on our website or in marketing does not give it to you. Products and add-ons, including Loss Protection, are generally available at enrollment. Whether any of them can be added after enrollment, and when, is at our discretion and may be limited by the Program Rules; we may offer, limit, or stop later purchases at any time without affecting purchases already made. Unless the offer states otherwise, a benefit applies only from the date you purchase it or, for a complimentary benefit, the date we provide it (or from any later start date stated in the offer), and it does not apply retroactively. Each benefit changes only what it expressly identifies; all other rules continue to apply. Changes to access dates are governed by Section 4.5.

7.1 Exchange Upgrades

We may offer Exchange Upgrades for any item type, such as towels, sheets, or other Program Items, and may create, change, or stop offering them for future purchases. Each Exchange Upgrade applies only to the items, and changes only the limits or benefits, identified in its offer.

The Daily Towel Upgrade (formerly called the Daily Exchange Upgrade; enrollments under either name receive the same upgrade) is a towel-only upgrade. Where offered, it raises your weekly towel exchange limit to the higher limit posted for your Program, such as from 2 to 7 per week. It does not change sheet exchanges. Any daily limits, item allowances, replacement limits, and return rules continue to apply unless the upgrade expressly changes them. You may add the upgrade at enrollment or, where permitted, during the Service Term.

7.2 Loss Protection

Where offered, Loss Protection (also shown as Linen Loss Protection) waives eligible Unreturned Item Fees so you are not charged them. It applies mainly when items are not returned by the return deadline, and also to early assessments (Section 14.4) and to items you clear (Section 14.5). We always apply any remaining Loss Protection first, before charging any Unreturned Item Fee, and you are charged only for items it does not apply to. It is subject to the following:

(a) It waives fees for up to the number of items stated in the Loss Protection offer when you purchase it, per Service Term. If the offer does not state a number, the number stated in the Program Rules applies; if none is stated there, it applies to one item per Service Term. Items beyond that number are charged the standard Unreturned Item Fee.

(b) It begins after your first recorded pickup and continues for the remainder of the Service Term. It does not apply to losses that occurred before you purchased it or before it began. If you purchase Loss Protection after your first recorded pickup, it applies only to items issued to you after the purchase; it does not apply to items you already had out when you purchased it, including items already reported or marked lost. In that case, we use your recorded pickup dates to tell which items you picked up after the purchase. If you have more than one item of the same type out and our records do not show which one you returned, we decide using a fair method that we apply the same way for everyone, such as treating the item you return as the one you picked up earliest. If the fee for a loss from that Service Term is assessed or cleared after the term ends, any Loss Protection you have left for that term still applies to it. It does not extend service or apply to losses from another Service Term.

(c) It applies only to Unreturned Item Fees, not to Damage Fees, misconduct charges, or fees arising from prohibited uses.

Each time Loss Protection waives the fee for an item, whether because it was not returned by the return deadline, on an early assessment, or when you clear it, that item counts toward the number in (a). Each lost or unreturned item can use Loss Protection only once. If we assessed the fee early (not through your own clearing) and the item is returned by the return deadline, the Loss Protection used for it is restored (Section 14.10). Loss Protection used when you clear an item yourself is final and is not restored if you later find or return the item, except as a correction or at our discretion under Section 14.11.

Loss Protection follows the terms shown when you purchased it, including eligibility, start date, and exclusions, and an early assessment does not take it away. It only waives fees; it does not give you additional items, replacements, or exchanges.

8. Portal and Staff Tools

8.1 Staff tools

Enrollment does not grant access to staff tools. We may grant our staff, and approved staff of Organizations, operators, and service providers, access appropriate to their approved duties under business agreements and access terms. Staff must keep their credentials secure, provide accurate information, and act only within their authority. Access is limited to approved functions and programs. It does not transfer software ownership, grant an organization a commercial license, or, by itself, authorize changes to Participant charges or the sharing of unrelated personal information. An account invitation does not, by itself, grant authority to sign contracts on behalf of an organization.

Staff must not knowingly falsify records, conceal transactions to avoid Program Rules, make unauthorized changes or deletions, bypass required approvals or limits, or obtain unauthorized items, access, payments, waivers, or benefits for anyone. This applies to all program records, including their own. Technical access alone does not authorize any action.

Staff who are also Participants or Account Holders are subject to the Program Rules. They may not use staff access to process or approve transactions or adjustments for their own enrollment or any enrollment they manage as Account Holder, unless DormHealth or the responsible operator specifically approves it within its authority and procedures. Ordinary portal use and good-faith correction requests (Section 14.12) are permitted. Honest mistakes and genuine disputes are addressed in Section 11.

8.2 Portal

A Participant, an Account Holder, or both may receive portal access to view outstanding items, exchange history, limits, payment history for fees and clearing on the enrollment, and program updates and, where offered, to clear lost items and review transactions. Portal access is personal, non-transferable, and tied to your own signed-in session. Status indicators reflect the Program Rules and account status; an indicator is not a charge.

We may update portal features and access rules. We may offer some features on a trial, pilot, or limited basis. They may change or end at any time and are not program commitments unless we expressly say so. If a platform issue prevents a required action, contact support@dormhealth.org for an alternative. Outstanding items, amounts owed, and records may be corrected under Section 14.11.

9. Care of Items

You are responsible for each item from its recorded pickup until its recorded return (Section 5.2), including if it is lost, stolen, or damaged while out, subject to Loss Protection for lost or unreturned items (Section 7.2) and excluding normal wear and tear. Use items for their intended purpose and store them with reasonable care to prevent damage beyond normal wear and tear. Do not wash, bleach, dye, or alter them unless the care instructions permit it. Do not remove, alter, disable, or tamper with labels, tags, or identifiers without authorization.

If an item may contain sharps, hazardous substances, or pests, contact staff or DormHealth before returning it. Follow the special handling instructions and do not place the item in an ordinary return bin. We may require a safe alternative return process. If that process is unavailable after you report the issue in a timely manner, we will provide instructions and a reasonable opportunity to return the item. No Unreturned Item Fee will result solely from that process being unavailable, provided you follow the instructions. This does not excuse damage you caused or prohibited conduct, does not create a separate contamination fee, and never requires you to disclose a medical diagnosis.

10. Participant Responsibilities

Participants and Account Holders agree, as applicable to each, to:

• Treat staff and other Participants with respect, and use Exchange Locations, kiosks, and equipment with care.
• Follow approved exchange procedures and instructions.
• Use the required identification process (Section 5.1).
• Care for items as described in Section 9.
• Return items by the return deadline, and report and return any items you find later.
• Report lost or damaged items promptly, and resolve lost items by returning or clearing them (Section 14).
• Confirm at the time of each pickup or return that it was recorded correctly, and report any errors promptly under Section 14.12.
• Use the portal only for proper personal purposes, and keep your login secure (Section 3.3).
• Keep your contact information current (Section 28).
• If you are responsible for payment under Sections 13 and 14.8, pay valid charges and keep your payment method current.
• Follow the Organization's rules and policies that relate to the Program, such as rules on Exchange Locations, identification, and item use.
• Avoid the conduct prohibited in Section 11.

We may suspend or end an enrollment for breach of these obligations or any other part of these Terms (Section 20).

11. Prohibited Conduct

Users may not use the Services unlawfully or in violation of these Terms. For example, you may not:

• Share, sublicense, or transfer your enrollment or exchange rights.
• Tamper with, deface, or intentionally destroy items.
• Damage, vandalize, deface, or misuse kiosks, bins, signs, equipment, or other property of DormHealth, the operator, or the Organization. You may be responsible for the cost of repairing damage you cause, as the law allows.
• Sell, give away, lend, pawn, or discard items, except where the Program Rules or the item owner permits it. Any release of a return obligation must also meet Section 14.1.
• Keep an item you know you still have with no intention of returning it, such as refusing or ignoring a request to return it after its return deadline, or report an item lost when you know it is not.
• Knowingly take items without a recorded pickup. If you do, we may record them to you under Section 14.11 and Section 14 applies. Items given to you by mistake are covered by Section 5.2.
• Use false identification or impersonate another person.
• Disrupt, or attempt to disrupt, Exchange Locations or our systems.
• Access, or attempt to access, any account, portal, system, or data without authorization, including another person's account.
• Probe, scan, or test the security of our systems; introduce malware; use bots, scrapers, or other automated tools; or copy, decompile, or reverse engineer our software, except as the law allows.
• Circumvent limits, access controls, or other restrictions.
• Knowingly provide false or misleading information about identity, eligibility, pickups, returns, losses, damage, payments, or Loss Protection.
• Tamper with identification, equipment, records, clearing, or refunds to obtain items or benefits you are not entitled to.
• Return, or claim credit for, an item issued to someone else without their permission.
• Return or try to exchange anything that is not a Program Item (for example, a personal or store-bought pillowcase) as if it were one.
• Threaten, harass, or endanger staff or other Users.

Honest mistakes, good-faith reports of problems, and genuine disputes are not misconduct. Nothing in these Terms prevents an honest review request, a good-faith complaint, or a report to a government agency, and we will not penalize you for them. You still may not break the law or disclose another person's protected information.

12. Health and Safety

Our services support convenience and hygiene, but we do not promise any health outcome and do not provide medical advice. Information on item materials and care specifications is available from support@dormhealth.org and may change as items or suppliers change (Section 4.2).

DormHealth or the designated operator for a Program arranges laundering, whether through a commercial laundry or the Site's own laundry. Our laundering obligations, if any, follow our disclosed role. By using Program Items, you confirm that you (or the parent or legal guardian choosing them for you) have considered any allergies, sensitivities, or medical conditions the items could affect, and have sought professional advice where appropriate.

We do not promise that laundered items are free of every allergen or suitable for every sensitivity. This does not limit express program commitments or legal obligations. If you experience an adverse reaction, stop using the item and seek medical care.

13. Prices and Payment

13.1 Prices

Enrollment prices are shown at enrollment and may vary by Service Area, Program, Service Term, and add-ons. Prices are set per term and may change between terms. We may correct pricing or billing errors. If an error occurs, we will notify you as described in Section 14.6. If the correction would increase what you pay, we will not charge the higher amount without your agreement. If you do not agree, we may either honor the original price or cancel the enrollment and refund the unused portion of what you paid, prorated by the full weeks remaining in the Service Term, unless the law requires a larger refund. If the correction lowers what you pay, we will refund the difference.

Advertised consumer prices include all mandatory charges. Any permitted separately stated tax or charge, and the final total, are shown before you pay. Optional purchases require your affirmative selection. Unreturned Item Fees and Damage Fees are not part of the enrollment price; they are charged only if an item is not returned or is damaged, and their amounts are disclosed before you enroll (Sections 14.4 and 15). This paragraph does not create any fee.

13.2 Billing and payment authorization

Enrollment billing follows Section 3.2. For opt-in enrollment, any required payment is made at enrollment through the billing party's payment provider. A confirmation is sent or made available electronically. Not receiving it does not, by itself, cancel a valid enrollment or payment.

When we accept payment, we use a third-party payment provider. We do not collect or store full card numbers. Limited payment information is handled under the Privacy Policy. The billing arrangement for your Program (Section 2) determines who handles enrollment payments, item fees, optional purchases, refunds, and clearing.

If a payment method is saved for our future use, whether at enrollment, at checkout, or later, the payer authorizes us to charge it, without separate approval for each charge, for enrollment fees, Unreturned Item Fees, Damage Fees, and other clearly disclosed and approved charges. Fees we initiate follow Sections 14.4 and 14.6; clearing you initiate follows Section 14.5. This authorization does not cover unrelated purchases or automatic renewal of a fixed-term enrollment. A payment method used only for a one-time payment, such as clearing, is authorized only for that payment unless you choose to save it.

13.3 Late enrollment

We may offer enrollment after the Service Term begins, including at a prorated price, only where expressly offered. We may set a cutoff date for late enrollment, limit it based on inventory or capacity, or decline it. Late enrollees are subject to all other terms, including returns, fees, and limits. We show the price, time remaining, and return deadline at enrollment. Proration applies only as offered and does not create an automatic refund for unused service. Enrolling late does not give you exchanges, replacements, or other limits or benefits for any period before your service began (Section 4.5). If your service begins partway through a limit period (for example, midweek), you receive that period's full limit unless the Program Rules state otherwise (Section 6.1).

13.4 New offerings and promotions

A new Program, option, promotion, or price does not change an existing enrollment or entitle you to switch, downgrade, cancel, or receive a refund, credit, or price adjustment, unless we promised it, we approve it, or the law requires it.

We may offer promotional prices, codes, or limited-time offers, subject to the conditions and end dates shown. Promotions cannot be combined unless stated. We may change or end them for future purchases while honoring accepted offers. Promotions do not set future prices.

Unless an offer states otherwise, each promotional code or offer may be used once per enrollment, has no cash value, cannot be transferred or sold, and ends at the date and time shown, in the local time of the Service Area the offer is for. We may decline or cancel a code or offer that was used against its conditions or obtained through fraud or misuse. We may decline a code published in error before you complete a purchase; after purchase, Section 13.1 applies. If you received a discount or benefit through misuse, we may, after notice, charge the regular price for it. Any refund is based on the amount you actually paid after discounts. Any contest or giveaway will have its own official rules.

13.5 Payment disputes

We may review payment disputes and chargebacks and pursue valid unpaid amounts under payment-provider rules. Service holds for nonpayment are governed by Sections 14.9 and 20; item-fee disputes are governed by Section 14.12. A good-faith payment dispute is not misconduct.

14. Returns and Item Fees

14.1 Return obligations

The Program Rules may set return deadlines and reconciliation dates during or at the end of a Service Term. They may also allow us to set a return deadline for a specific item that you have reported lost, or that is marked lost as the Program Rules describe, by sending you a notice (Section 28). That deadline will be stated in the notice and will be at least 7 days after we send it, and the notice does not by itself create a fee. A Program Rule allowing these item deadlines applies only to notices sent after it takes effect. You must return items in your possession or control through the designated process by the return deadline (Section 2). Extensions and the protections in Sections 9, 14.3, 14.13, 18, and 19 apply.

If losing a required affiliation (such as housing) ends your eligibility, items are due 14 days later or at the end of the Service Term, whichever comes first, in addition to any applicable extensions. Cancellation and termination are governed by Section 20.3. Where items are tracked per person (Section 5.4), lost items that are not returned may be cleared under Section 14.5 or charged under Section 14.4.

Payment, Loss Protection, clearing, refunds, waivers, and account adjustments do not transfer ownership of an item to you or, by themselves, end your obligation to return items you still have. Having no outstanding items on record does not entitle you to keep items you still have. If you find an item you reported lost, promptly notify DormHealth or the operator and return it (Section 14.2 applies if the return process has closed). These obligations continue after your enrollment and fee deadlines. Returning an item after it has been settled (Section 2) creates no new fee and no automatic refund; Sections 14.10 and 14.11 apply.

Only the item owner or its authorized representative may release you from a return obligation or authorize disposal of an item, and only in writing or electronically. A payment or record adjustment alone is not sufficient.

A recorded return (Section 2) through the designated process satisfies your return obligation. If you believe a return was not recorded, notify us under Section 14.12 and we will consider any evidence you provide.

14.2 Late returns

Returns after the return deadline are late. We determine whether, where, and how late returns are accepted. If the designated process cannot accept a late or later-found item, promptly contact DormHealth or the operator and follow the instructions provided. We will either provide another approved return method or, under Section 14.1, release you from the return obligation or authorize disposal of the item. This does not, by itself, entitle you to a refund or cancel a validly assessed fee; Sections 14.10 and 14.11 apply.

14.3 Disruptions

If a disruption outside your control, such as a natural disaster, an emergency at your Site, or the closure of your building or Exchange Location, prevents you from returning items on time through any available return method, we will extend the return deadline by a reasonable period, as we reasonably determine. The disruption must be confirmed by us or the operator. If we are not already aware of it, you must tell us promptly and before the fee is assessed. Personal circumstances, such as travel or schedule conflicts, are not disruptions under this Section, but we may consider them under Section 14.11. See also Section 19.

14.4 When Unreturned Item Fees apply

Per-item fees are disclosed before you enroll, including in the Program Rules, and no per-item fee will exceed the reasonable cost to replace and restock the item, including related handling and the time of DormHealth, the operator, and others who help run the Program.

Where items are tracked per person (Section 5.4), an Unreturned Item Fee applies to an item in any of these situations:

(a) After the return deadline: the item remains outstanding after the return deadline.

(b) Early assessment: only in the limited case described below, we may choose to assess the fee before the return deadline.

(c) Clearing: you choose to clear the item under Section 14.5.

In every case, any remaining Loss Protection is applied first, and you are charged only for items it does not apply to (Section 7.2).

What the fee covers. The Unreturned Item Fee compensates for the losses we incur when an item is not returned or is cleared, including the loss of that item's use in the Program, reduced availability for other Participants, time spent by DormHealth, the operator, and others who help run the Program to track, reconcile, and resolve the loss, and the cost of sourcing replacement inventory on short notice, often at higher prices than our planned bulk orders. It is not a purchase price. These costs arise when the return deadline passes or when you clear the item, which is why returning the item later does not reduce the fee, except as Section 14.1 provides.

Early assessments. An early assessment is when we assess an Unreturned Item Fee before the return deadline for an item that cannot be recovered and that you have not cleared. We may make one only if all of the following are true: (i) the item is confirmed destroyed, thrown away, or otherwise permanently unrecoverable, either by your own report or by other reliable information; (ii) we have asked you to clear the item under Section 14.5 and you have not done so within the time we state; and (iii) the Program Rules for your enrollment allow early assessments and describe how they work. An item that is simply lost or outstanding, a replacement pickup, or an unconfirmed report is not enough; those are handled through clearing (Section 14.5) or after the return deadline. An early assessment does not shorten any extension or protection in Section 14.1. If the item turns out to be recoverable and is returned by the return deadline, Section 14.10 applies. Early assessment is solely our option. You cannot request or require one, and our decision to make or not make one does not waive, delay, or change any fee or obligation.

14.5 Clearing lost items

Where offered, you may select lost or unreturned items to clear in your portal, through DormHealth support, or through an operator DormHealth has approved to handle clearing. Before you confirm, we show the items, fees, any Loss Protection applied (Section 14.4), and any amount still due. Clearing is complete only when we confirm the payment, any Loss Protection applied, and the account adjustment. A pending or failed payment does not complete clearing.

Once clearing is complete, the settled items are removed from your outstanding items, subject to corrections or reversals under Section 14.11. This is usually immediate but may take longer, for example while a payment is pending. Sections 14.1 and 14.7 continue to apply, including for other items. Clearing does not guarantee exchange eligibility.

Voluntary clearing payments made to us are non-refundable, except as required by law, to correct an error, or as approved under Section 14.11. We may set or change clearing eligibility, procedures, payment methods, documentation, and review requirements, while protecting purchased Loss Protection and completed settlements. If online clearing is unavailable, contact support for an alternative.

14.6 Notice and timing of fees

When a fee is assessed. A fee is "assessed" when we send the itemized notice or, for clearing, when you confirm it under Section 14.5. The notice must list the items, the reason, the reconciliation date, any Loss Protection applied, and the amount due. We must send it within 30 days after the reconciliation date. The reconciliation date is the date we determine which fees apply:

(a) For items still outstanding after the return deadline, it is the return deadline, including any extension, unless the Program Rules set a later reconciliation date.

(b) For an early assessment, it is the date we document the confirmed loss under the Program Rules. Merely recording a loss does not set this date.

(c) For a Damage Fee, it is the date the item was returned or, if the damage is found later under Section 15, the date it is found.

(d) For year-round or multi-term enrollments whose Program Rules post reconciliation intervals, it is the posted reconciliation date under Section 14.13.

(e) For an item that was not on your record and is added by a correction under Section 14.11, it is the later of the return deadline or the date of the correction.

An extension cannot revive an expired right to charge for the same loss or damage and does not undo a fee already validly assessed.

A notice does not complete payment or clearing. Payment may follow as described below and requires payment authorization (Section 13.2). You may request review (Section 14.12).

Notice before charging. We will send the itemized notice at least 7 days before charging an authorized saved payment method or billing through the program's billing party. Any longer period required by law or agreement, and any payment-provider rules, still apply. Notices go to the Participant's enrollment email address and, if our records show the Participant is under 18, to the Account Holder's. They may also be sent to the Account Holder in other cases, or through other contact methods on file, such as your portal, another email address, or text message where you have agreed to receive texts, consistent with privacy requirements. A notice is effective when sent, whether or not it is read. A notice sent to the contact information in our records is effective, including where we had not been told that a Participant is under 18 or that the contact information had changed. If we learn that a notice was not delivered, we will make reasonable efforts to reach you through another contact method on file; after those efforts, we may charge even if you did not receive the notice. You are responsible for keeping your contact information current (Section 28). If a saved payment method is unavailable or fails, Section 14.9 applies.

The 7-day notice does not apply to clearing you approve under Section 14.5.

14.7 Calculation of fees

Each lost or unreturned item is assessed separately at the Unreturned Item Fee disclosed for its type (Section 14.4), including a temporary replacement that is later lost. Damage Fees are calculated under Section 15.

Once an item is settled (Section 2), it will not be charged again unless a correction or reversal under Section 14.11 reinstates it or the amount owed. We account for payments, refunds, Loss Protection, clearing, and adjustments, collect only the amount still owed, and never collect twice for the same item.

If we handle fees for another item owner or operator, an item settled through us is settled for everyone, and no other owner or billing party may charge for it again under these Terms.

14.8 Responsibility for fees

The Account Holder is responsible for valid Unreturned Item Fees and Damage Fees for the enrollment, as allocated under the billing arrangement. Payment authorization is governed by Section 13.2.

The saved payment method may be replaced. If the new payment method belongs to someone other than the current payer, such as the Participant, that person must be at least 18 and authorize it under Section 13.2, and the Participant and the Account Holder must both agree. The change takes effect once it is recorded with us or, where applicable, with our payment provider. Changing or removing a payment method, or asking to move responsibility to someone else, does not release anyone from valid fees already assessed, and responsibility for future fees moves to another person only with that same agreement. Until then, responsibility stays where it is under the billing arrangement, which is usually with the Account Holder.

14.9 Payment of fees

We may charge assessed fees to an authorized saved payment method, bill through the program's billing party, or both, in accordance with Section 14.6. Before any charge, amounts are reconciled under Section 14.7.

If a payment method expires or fails, valid amounts remain due. We may invoice you or request another approved payment method, consistent with the billing arrangement and applicable agreements. Fees that remain unpaid after reasonable efforts may be collected by other lawful means. If valid fees remain unpaid after the fee notice (Section 14.6), we may suspend or end your enrollment under Section 20.1, and we may decline future enrollments by or for the same Participant or Account Holder until all valid amounts are paid. If we must take legal action to collect, we may decline future enrollments even after payment. A hold never prevents you from returning items (Section 5.2). These rights are subject to any applicable Organization agreement and the law.

For included enrollments, if fees are not collected through the program's billing arrangement, we may collect valid fees directly, including by invoice, only if the billing arrangement and applicable agreements permit it.

14.10 Timely return after an early assessment

If we make an early assessment under Section 14.4 (not through your own clearing) and the item is returned by the return deadline, we will withdraw the fee: if it has not been charged yet, we will not charge it; if it has been paid, we will refund it; and any Loss Protection used for it will be restored. Nothing will be refunded or restored twice. If the returned item is damaged, a Damage Fee may still apply under Section 15, with its own notice, but never in addition to an Unreturned Item Fee for the same item.

The early-assessment notice will state the return deadline and explain that the fee will be withdrawn if the item is returned by then. If our records show a timely return, we will withdraw the fee automatically; if they do not, you can ask us to review it under Section 14.12. If we extend the return deadline, we will tell you the new date.

14.11 Discretionary adjustments and corrections

Unless required by law or expressly promised, refunds, credits, waivers, clearing reversals, restored Loss Protection, and other goodwill adjustments are at our discretion. They set no precedent and create no future entitlement. Any conditions or expiration dates are those we state when we grant them.

Corrections to payments and adjustments. We may correct, cancel, or reverse a clearing, refund, credit, waiver, or adjustment when reasonably necessary to address an error, duplicate, fraud, material misstatement, failed or reversed payment, or unmet condition, or when we approve a reversal you request. Related outstanding items, amounts owed, Loss Protection, and eligibility are updated to match. A monetary refund alone does not reverse clearing or reinstate outstanding items. We will notify you, as described in Section 14.6, of any such correction that materially increases the amount owed or reduces Loss Protection, and you may request review under Section 14.12.

Corrections to records. We may also correct pickup, return, and item records to reflect what actually happened, such as a recording error or an item taken without a recorded pickup. A correction that adds items or amounts to your record must be based on reasonable evidence, such as transaction logs, item photos, equipment data, or staff reports. Corrections need no separate notice. Where available, you can check your outstanding items in your portal (Section 8.2) or at an Exchange Location, and any fee that results from a correction will appear in a fee notice under Section 14.6 before you are charged. On request, we will share the basis for a correction, without disclosing other people's information or security-sensitive details, and you may request review under Section 14.12.

Section 14.7 applies to all corrections. Recovering refunded amounts or adding charges requires payment authorization and any required notice.

14.12 Records and disputes

To dispute a fee, a clearing, or your outstanding items, email support@dormhealth.org promptly, preferably within 7 days of the notice or transaction. We review disputes submitted within 60 days of the notice or charge. After that period, our ability to investigate may be limited by our retention practices (see the Privacy Policy), and review of later disputes is at our discretion. This does not limit your legal rights. Include your name, participant ID, and a description of the issue. We rely on our records unless you provide evidence that reasonably shows they are wrong, such as a receipt or confirmation, a photo, a message from staff, or a record from the Organization or operator. Your dispute must explain what you believe is wrong and include any information that supports it; a statement that a record is wrong, without supporting information, does not by itself establish an error.

We will acknowledge and review requests within a reasonable time. We will review our records and other relevant information and correct confirmed errors. Legal deadlines, lawful payment-provider disputes, and other remedies remain available.

You do not have to pay a disputed fee or clear disputed items before submitting a dispute. A dispute does not, by itself, stop a charge made under Section 14.6 or suspend unrelated obligations; if we confirm an error, we will refund it under Section 14.11.

Fee disputes must go through this review first. Unresolved disputes are governed by Section 27, including the remedies preserved there.

14.13 Year-round programs and discontinued service

This paragraph applies only to year-round or multi-term enrollments whose Program Rules post reconciliation intervals. For those enrollments, we reconcile outstanding items at the intervals or dates posted in the Program Rules. These may be any interval or event we choose, including, for example, monthly, each term, annually, at lease renewal, at move-out, at the end of your participation, or at program end. At each reconciliation, fees apply only to items that were due to be returned by then and remain outstanding; items you are still allowed to have out under your item allowance are not charged, unless the Program Rules state otherwise. All other enrollments are reconciled under Section 14.6(a). All other terms apply at each reconciliation.

If we discontinue service in a Service Area, we may do so immediately; if the discontinuance results from the end of our agreement with an Organization, Section 18 also applies. We will send return instructions, and the return deadline will be at least 14 days after we send them. Fees then follow Section 14.6.

15. Damage Fees

We, or the party authorized under the program's arrangements, may charge a Damage Fee for items returned too damaged to use or that must be replaced. Amounts are disclosed before you enroll, including in Program-Specific Terms or Program Rules. If no separate Damage Fee amount is disclosed for an item type, the Damage Fee equals the Unreturned Item Fee disclosed for that type. The authorized party determines damage by inspection at return, or later during processing if our records tie that specific item to you (through an item-level record). Section 5.4 tracking and Section 14.12 review apply. Normal wear and tear is never charged. Loss Protection does not waive Damage Fees (Section 7.2). We never charge both a Damage Fee and an Unreturned Item Fee for the same item; if an item was already settled, returning it damaged creates no new fee (Section 14.1). Notices and collection are governed by Sections 14.6 and 14.9.

Damage determinations are based on objective criteria, such as visible stains, tears, odor, or structural damage beyond normal wear and tear, and may be supported by photos of the item. On request, we will make commercially reasonable efforts to provide available records supporting a determination.

16. Refunds

16.1 General policy

Enrollment fees we bill are non-refundable once paid, except as these Terms provide, as approved under Section 14.11, or as required by law. Enrollment is final and non-transferable unless we agree in writing.

An update to these Terms or the Program Rules does not, by itself, entitle you to cancel for a refund, receive a credit, or end valid payment obligations. Neither does non-use of the service or a decision to stop using it. Exceptions in these Terms or in enrollment or Organization terms, remedies we have promised or approved, and legal rights continue to apply. This does not expand our right to make changes or limit Section 17.

16.2 Refund requests

At our sole discretion, we may consider a partial or prorated refund of enrollment fees we billed, on a case-by-case basis, for documented changes affecting your participation, such as losing eligibility before the Service Term begins without having picked up any items. Email your request and supporting documents to support@dormhealth.org. We will acknowledge, review, and process approved refunds within a reasonable time, consistent with legal deadlines and payment-provider rules. Refunds are issued to the original payment method where possible, or by another method after appropriate verification.

Send only the documents reasonably necessary. Do not send medical records, government identification, full bank or card details, or other sensitive information unless we request it through an appropriate process and the law requires it. Contact support to ask about a less sensitive alternative.

16.3 Organization refunds and opt-outs

Refunds follow the billing party for each amount under the billing arrangement (Section 2), not who owns the items or runs the enrollment. If different parties bill different parts of an enrollment, each part follows its own billing party:

(a) Amounts DormHealth is the billing party for, such as add-ons you buy from us (for example, Loss Protection or an Exchange Upgrade) and item fees or clearing payments we collect, are governed by Sections 14.5, 14.11, and 16, even if the Organization owns the items.

(b) Amounts the Organization or another party is the billing party for, such as a program cost included in housing or another charge, or a charge spread across all Participants, are governed by that party's refund policy. We do not refund amounts we did not receive.

An Organization's refund policy must be disclosed before enrollment or through the process in Section 3.2. If it is not, Section 16 applies to any amount we received.

For opt-out and included enrollments, the Organization or other party running the enrollment usually controls opt-outs and deadlines. We do not set or change those policies; we follow that party's instructions within our role and agreements. You may decline only as that party's process allows (Section 3.2). In every case, no one may collect twice for the same item (Section 14.7).

16.4 Other refunds

Returns after a fee are governed by Sections 14.1 and 14.10. Clearing payments and adjustments are governed by Sections 14.5 and 14.11. Nothing in this Section limits the correction of an erroneous charge or any remedy we have promised or the law requires. If service is discontinued, refunds are governed by Section 20.1, program commitments, and applicable law, separately from a participant's cancellation.

17. Changes to These Terms

17.1 Scope of changes

We may update these Terms and the Program Rules for operational, service, legal, safety, or security reasons, including changes to offerings, limits, replacements, clearing procedures, locations, and platform features. Updates to these Terms state their effective date. Updates to Program Rules take effect when posted unless we state a later date or Section 17.2 requires advance notice. Subject to the protections in this Section, updates may apply to existing enrollments during a Service Term, and to new enrollments, from when they take effect.

17.2 Notice

For changes that materially and adversely affect an existing enrollment, we will provide reasonable advance notice by email or another direct channel, sent as described in Section 28, stating that the Terms or Program Rules have changed, the effective date, and any transition steps, with the complete updated terms available to view. If we ask you to affirmatively accept the updated terms (for example, by checking a box before continuing), the notice need not describe the individual changes. If we instead rely on your continued use after notice, the notice will include a plain summary of each such change; minor, administrative, or favorable changes need not be described individually. We will obtain your express agreement where the law or your existing agreement requires it. Continued use constitutes acceptance only after proper notice and where legally effective. Posting alone is not sufficient.

Minor administrative changes may take effect when posted. Changes reasonably necessary to address an immediate safety or security risk, fraud, or a legal requirement may take effect sooner, with notice as soon as practicable. This allows changes to prices or purchased benefits only where the change itself is necessary to address that risk or requirement.

For an existing enrollment, an updated version, including any new change clause, becomes binding through your affirmative acceptance or, where legally effective, your continued use after proper notice under this Section.

17.3 Protections for existing enrollments

Purchased Loss Protection and other clearly purchased benefits keep what was expressly promised when you bought them, such as the number of items Loss Protection applies to and the fees it waives. We will not reduce those promised features for the Service Term except by separate agreement under this subsection. How a benefit is administered, and how it applies to new or changed features or processes (for example, a new clearing process), may change, as long as the change does not reduce what was expressly promised. Completed settlements are protected; corrections under Section 14.11 remain available but do not permit a new fee schedule for an existing enrollment. For other material reductions in prepaid service, we must honor existing commitments unless a legally valid change and any required remedy are provided. If an updated version does not become binding on you under Section 17.2, the terms you previously agreed to continue to apply to your current enrollment, and that does not by itself entitle you to cancel or receive a refund. Declining new terms does not eliminate valid existing obligations or allow us to withhold a remedy required by the existing agreement or law.

Enrollment prices, Unreturned Item Fee and Damage Fee amounts disclosed at or before enrollment, and agreed fee caps will not be increased for the Service Term unless changed prospectively by separate agreement under this subsection, and no increase ever applies retroactively. We may lower them at any time.

We and the affected parties may agree in writing or electronically to future changes to an existing enrollment, including prices, fee amounts, purchased benefits, or cancellation and refund terms. The agreement must clearly state the changes and effective date and satisfy notice, consent, and payment-authorization requirements. Unless it says so, the agreement does not by itself give a right to cancel or receive a refund. Refunds and changes to completed settlements are governed by Sections 14.11 and 16.

17.4 Privacy and separate agreements

Changes to the handling of personal information are also governed by the Privacy Policy. If both require notice or consent, we will satisfy both, and neither reduces the protections of the other.

This Section does not change a separate business agreement or another operator's participant agreement. Those agreements are changed under their own terms.

18. Service Interruptions

We will use commercially reasonable efforts to keep service available during Service Terms. Brief interruptions may occur for maintenance, updates, Organization actions, or events beyond our reasonable control. Responsibility and remedies are governed by program commitments, Sections 16 and 19 to 25, and applicable law. This does not excuse a failure to provide contracted service or eliminate a legally required remedy.

We may temporarily pause or restrict service, in whole or in part, at any Site or for any Program, when reasonably necessary to address a health, safety, security, contamination, or operational emergency. We will give notice as soon as practicable and restore service once the issue is resolved, unless service ends under Section 20.1. A pause lasts no longer than reasonably necessary, return deadlines are extended as needed under Section 14.3, and no Unreturned Item Fee will result solely from the pause. A pause under this paragraph is not a failure to provide contracted service, but it does not remove any legally required remedy. If a pause lasts through the end of the Service Term, Section 20.1 applies.

If a DormHealth Program ends mid-term because our agreement with an Organization ends, we will provide reasonable notice and a return process. If loss of Site access prevents you from returning items on time, we will provide instructions for an alternative return method and a deadline at least 14 days after we send them, which we may extend. No Unreturned Item Fee will be charged solely for a delay caused by the access problem if you return items by that deadline. This does not waive valid fees for unrelated loss, damage, or overdue returns.

19. Events Beyond Anyone's Control

Neither party is responsible for a failure or delay caused by an event beyond its reasonable control, such as a natural disaster, pandemic, government order, labor dispute, utility failure, terrorism, cyberattack, or the emergency closure of a Site (a "Force Majeure Event"). Relief applies only to the obligations actually prevented or delayed, and only for the duration of the event. The affected party must take reasonable steps to limit the event's effects and must give notice when it is able to. A Force Majeure Event does not cancel amounts already owed, excuse unrelated obligations, or eliminate required remedies. Return issues are addressed in Sections 14.3 and 18.

20. Ending an Enrollment

20.1 Termination by DormHealth

We may suspend or terminate any enrollment or account at any time for breach of these Terms, fraud, abuse, non-payment, or another reason we determine in good faith is necessary to protect DormHealth, our partners, or other Users. For suspensions, we will generally explain the reason and, where practical, provide an opportunity to correct it. For terminations, we will provide notice where practical. We may act immediately when reasonably necessary for safety, security, fraud-prevention, or legal reasons; otherwise, we will provide notice and, where appropriate, an opportunity to resolve the issue. You may request a review from support.

Refund when we end service. This paragraph applies only when we end your enrollment or service before your Service Term ends, for our own business or operational reasons, such as ending a Program, discontinuing service in your Service Area, or the end of our agreement with an Organization. It does not apply when enrollment or service ends because of anything relating to you or your enrollment, including breach, fraud, abuse, non-payment, lost, unreturned, or damaged items (even if you believe a loss was not your fault), loss of eligibility, or cancellation; refunds in those cases are governed by Section 16. This paragraph is separate from cancellations you request (Section 20.2) and from refund requests under Section 16, which it does not expand.

If we end your enrollment or permanently stop providing service to you for a reason covered by this paragraph, other than a temporary interruption under Section 18 or 19, we will refund the unused portion of what you paid for that Service Term. The refund includes paid add-ons, except Loss Protection that has been applied to any fee, and is prorated by the full weeks (or, at our option, days) remaining in the Service Term, using the same method for everyone affected by the same event. Instead of this refund, we may offer a credit of the same amount toward a future enrollment, on terms we state when we offer it, which you may accept or decline. For any part of the enrollment billed by an Organization or another party, that party's refund policy applies instead (Section 16.3). An interruption under Section 18 or 19 that lasts through the end of the Service Term is treated as permanently stopping service for purposes of this paragraph, and the refund is calculated from the start of the interruption, using the same method.

Suspension, termination, or closure does not end your return obligations (Sections 14.1 and 20.3). A return process remains available under the handling and late-return rules. It does not restore exchanges or access to a restricted account or Site. Legally required remedies are not affected.

20.2 Cancellation by you

The Account Holder may request cancellation by emailing support@dormhealth.org. Cancellation takes effect when we confirm it, or on a later date you request. Where offered, you may cancel an add-on on its own. For opt-out and included enrollments, cancellation follows the Organization's process (Section 16.3).

Cancelling an enrollment or an add-on does not, by itself, entitle you to a refund or credit or release you from valid payment obligations (Section 16). Service ends when cancellation takes effect. Prior charges, return obligations (Section 20.3), and other obligations remain in effect.

20.3 Effect of ending

When a cancellation or termination takes effect, return items by the deadline we provide. If we do not provide one, items are due 14 days after the cancellation or termination takes effect or at the end of the Service Term, whichever comes first, plus any extensions and the protections in Section 14.1. Closing an account does not extend an existing deadline unless an extension is permitted under these Terms. Lost items must be settled under Section 14. Payment does not, by itself, end return obligations, which continue after closure, including for items found later.

Provisions that by their nature should survive will survive, including those concerning item care and returns, valid fees and payments, refunds and corrections, communications needed for them, liability and dispute terms (Sections 21 to 25 and 27), privacy, security, Organization data obligations, intellectual property, and Sections 34 to 36.

21. No Warranties

Except for express promises in your agreement and warranties or rights that the law does not allow us to exclude, our websites, portal, software, and other digital and administrative Services are provided "as is" and "as available." To the extent permitted by law, we disclaim implied warranties for those digital and administrative Services, including merchantability, fitness for a particular purpose, title, and non-infringement. This Section does not disclaim any warranty that applies by law to Program Items and cannot lawfully be disclaimed. If a Program Item is unusable when issued, Section 5.5 describes how we resolve it, without limiting any remedy the law provides. We do not promise that our digital Services will be uninterrupted, error-free, or secure, except as provided in express contractual commitments and legal requirements.

22. Limitation of Liability

To the extent permitted by law, none of the following will be liable for indirect, incidental, special, consequential, or punitive damages: DormHealth; its officers, directors, members, employees, and agents; program partners (including participating Organizations and program operators); and service providers. This includes lost profits, data, use, or goodwill. This limitation applies to claims arising from or related to these Terms or the Services, under any legal theory, including warranty, contract, tort (including negligence), and strict liability, even if we were advised that such damages were possible. A program partner is protected only for its role in the relevant program.

To the extent permitted by law, DormHealth's total liability for all claims related to these Terms or the Services will not exceed the greater of: (A) the total amount paid by or on behalf of the Account Holder to DormHealth for the enrollment in the 12 months before the event giving rise to the claim; or (B) $100.

These limitations do not reduce any agreed or legally required refund, credit, or charge correction, and do not limit liability or remedies that cannot lawfully be limited (Section 25).

23. Indemnification

To the extent permitted by law, and subject to Section 25, you agree to indemnify (reimburse), defend at our request, and hold harmless DormHealth and its officers, directors, members, employees, agents, and service providers from and against third-party claims and resulting liabilities, damages, losses, and reasonable costs, including reasonable attorneys' fees, to the extent caused by your material breach of these Terms, unlawful conduct, negligence, fraud, or willful misconduct. This does not apply to the extent a claim is caused by the negligence, willful misconduct, or legal violation of the party seeking indemnification. You will never be required to pay DormHealth's costs merely because you bring a good-faith claim against DormHealth.

DormHealth will provide reasonable notice and cooperation. It may participate in or assume the defense with counsel of its choice, but you are responsible only for reasonable defense costs within the scope of this indemnity. You may not settle a claim in a way that imposes liability, an admission, or a non-monetary obligation on a protected party without that party's prior written consent. DormHealth will not agree to a settlement it expects you to pay without your consent, which you will not unreasonably withhold.

24. Assumption of Risk; Limited Release

Using shared, reusable textiles involves inherent risks, including: allergens, dust, lint, and loose fibers; sensitivities to fabrics, dyes, detergents, or laundering agents; marks, stains, or odors that remain after laundering; hair, soil, or other matter occasionally missed in laundering or handling; germs or pests carried by items, other Users, or shared locations, which laundering may not fully eliminate; and normal wear and tear. Inspect each item before use. If an item appears dirty, soiled, damaged, or contaminated, do not use it and report it under Section 5.5. To the extent permitted by law, you accept the inherent risks of participating in the Program.

To the extent permitted by law, and subject to Section 25, you release DormHealth and its officers, directors, members, employees, agents, program partners (including participating Organizations and program operators), and service providers from claims for personal injury, death, or property damage caused by their ordinary negligence in issuing, using, exchanging, returning, laundering, or handling Program Items. A program partner is protected only for its role in the relevant program.

This release does not cover fraud, willful misconduct, gross negligence, or violations of law. It does not waive express contractual commitments; agreed or legally required refunds, credits, or charge corrections; or any liability or right preserved by Section 25.

25. Non-Waivable Rights

Nothing in these Terms, including Sections 12, 18 to 24, and 30, excludes or limits liability for fraud, willful misconduct, gross negligence, violations of law, or any liability or remedy that the law does not allow to be excluded or limited. Sections 21 to 24 apply only to the extent enforceable for the transaction and claim involved.

The release in Section 24 applies only to events occurring after you legally accept it. These Terms do not release claims arising from earlier events.

DormHealth may request a separate written or electronic settlement of a specific dispute, which may include a release of known and unknown claims and a waiver of California Civil Code Section 1542 or similar laws where legally permitted. Routine clearing, corrections, and goodwill adjustments under Section 14 do not, by themselves, release any claims.

26. Intellectual Property

DormHealth and its licensors retain all rights in the software, interfaces, documents, trademarks, and other materials provided through the Services. Approved access permits use only as allowed by these Terms and any business agreement and does not transfer ownership. You may not copy, modify, share, sublicense, or otherwise use these materials beyond your approved use, except as your agreement or the law permits. We claim no ownership of information or materials provided by others, and this Section does not limit privacy rights or rights in your own transaction records. You may keep your transaction records and print program instructions. If you send us feedback or suggestions, we may use them without obligation to you. Separately from using records, including item photos, to run your enrollment and to handle fees and disputes (Sections 5.2, 14.12, and 15), and subject to Section 31 and applicable law, we may use item photos, transaction records, and other information from the Services to analyze and improve the Services and to develop our own tools and models, in de-identified or aggregated form where the information relates to you. We own any such tools and models and any de-identified or aggregated data.

27. Disputes and Governing Law

27.1 Governing law

These Terms are governed by California law, without regard to its conflict-of-law rules. This does not deprive you of consumer protections that cannot be waived.

27.2 Informal resolution

Before starting any formal dispute proceeding, the party with a dispute must send a written notice that includes the sender's name, the email address associated with the enrollment (if any), a description of the dispute, and the relief requested. Send your notice to legal@dormhealth.org; we will send ours to your contact information on file. The parties will try in good faith to resolve the dispute within 30 days after a complete notice is received, and statutes of limitation are paused during that period. This does not prevent urgent relief or a filing needed to meet a legal deadline.

27.3 Venue

Either party may bring an individual claim in small claims court if it qualifies. Subject to non-waivable venue and jurisdiction rules and to Section 27.4, any other lawsuit relating to these Terms or the Services must be brought only in the state or federal courts located in Orange County, California, that have jurisdiction. Each party consents to those courts to the extent permitted by law. This does not waive a consumer's statutory venue rights. Business agreements may contain their own lawful forum provisions.

27.4 Class action waiver; preserved remedies

To the extent permitted by law, disputes relating to these Terms or the Services will be resolved on an individual basis. Each party waives the right to bring or participate in a class action or other representative proceeding to that extent.

This waiver does not apply where an individual-only requirement is prohibited or unenforceable, including non-waivable rights under the California Consumers Legal Remedies Act. It does not prevent eligible small-claims actions, complaints to regulators, lawful payment-provider disputes, public injunctive relief, or other non-waivable remedies. This Section does not require arbitration. Section 27.2 preserves urgent and deadline-driven filings.

28. Electronic Communications

By accepting these Terms, you consent to receive service communications electronically, including by email and through notices on our website or portal, subject to any additional consent or delivery requirements imposed by law. Electronic communications satisfy "in writing" requirements only to the extent permitted by law and any required electronic-delivery consent. Required notice methods and timing continue to apply.

We may send automated service emails to the Participant's enrollment email address and to the Account Holder's (always, if our records show the Participant is under 18, and otherwise at our option), including enrollment and program updates, exchange and return reminders, lost-item notices, and billing communications. The Participant (or the Account Holder, if different) is responsible for keeping those addresses current. Where available, the portal displays service communications but does not replace a required direct notice, except as an additional or follow-up channel under Section 14.6. If you agree to receive text messages, message and data rates may apply. You can opt out at any time by replying STOP or by telling us through any other reasonable means, and we will honor your request within 10 business days; opting out does not affect notices we send by other methods.

Marketing communications include required opt-out options. Opting out of marketing does not stop service, security, or fee notices. Updating your contact details or receiving a notice does not constitute acceptance of changed Terms; Section 17 governs.

29. Privacy Policy

Our Privacy Policy describes how we collect, use, and protect personal information. It is a separate notice and is not part of these Terms.

30. Data Security

We use reasonable safeguards to protect User data, as described in the Privacy Policy. No method of internet transmission or storage is completely secure. To the extent permitted by law, liability for unauthorized access to or disclosure of User data is subject to Sections 22 and 25. We will provide breach notifications as required by law and binding data agreements.

31. Organization Data; FERPA

For Programs affiliated with an Organization, data is handled under the applicable data agreements, lawful instructions, and privacy notices, and subject to existing commitments. We process that data within our authorized role to deliver services and meet our obligations.

Where education records are involved, FERPA applies to the extent it governs our role, along with applicable Organization agreements. This Section does not create rights or obligations beyond those that FERPA and those agreements provide. Personal information is retained, deleted, or de-identified as described in the Privacy Policy and applicable Organization agreements. Some information may be retained for a limited period for billing, disputes, security, legal obligations, and legal holds. Organization records are used and disclosed only for authorized purposes, on a legal or contractual basis. These Terms do not create a separate retention period or any broader right to use those records.

32. Accessibility

We are committed to making our digital services accessible and to improving accessibility over time. Accessibility features and support may vary by interface. If you encounter an accessibility issue, contact support@dormhealth.org so we can help.

33. Entire Agreement

These Terms, together with any Program-Specific Terms, Program Rules, and other documents expressly incorporated, are the entire agreement between you and DormHealth on the matters they cover. They supersede prior or contemporaneous agreements, understandings, representations, and warranties, whether written or oral, but only on those matters. Section 1.3 continues to apply.

This Section does not negate express Program benefits or purchase terms you accepted, separate business agreements, or legal rights. Benefits or terms accepted at enrollment or purchase do not, by themselves, prevent valid changes under Section 17, and that Section's protections continue to apply.

Statements by our staff, Organization or operator staff, or anyone else, including in conversations, social media, or marketing, do not change these Terms or create program commitments unless we confirm them in writing as part of your enrollment. Headings are for convenience only, and "including" and "such as" introduce examples, not complete lists. If we provide a translation of these Terms, the English version controls to the extent the law allows. Except as stated in Sections 21 to 24, these Terms do not give rights to anyone other than you and DormHealth. Nothing in these Terms makes an Organization or operator our agent, or us theirs, unless we expressly say so.

34. Severability

If any provision of these Terms is held invalid, illegal, or unenforceable, the remaining provisions remain in full effect. To the extent permitted by law, the affected provision will be modified only as much as necessary to make it enforceable while preserving its intent.

35. No Waiver

DormHealth's failure to enforce a right is not a waiver of that right. A documented, approved exception or account adjustment applies only to the transaction it identifies and does not, by itself, end a return obligation (any release must satisfy Section 14.1). It does not waive enforcement in other cases. Any other waiver must be in writing and approved by an authorized DormHealth representative.

36. Assignment

You may not assign or transfer these Terms or any rights or obligations under them without DormHealth's prior written consent, except that responsibility for future fees may move between the Participant and the Account Holder as Section 14.8 allows. DormHealth may assign these Terms, subject to applicable law, privacy commitments, and any required contractual consent, including in connection with a merger, acquisition, reorganization, or sale of all or substantially all of its assets. Any attempted assignment in violation of this Section is void.

37. Contact Us

DormHealth.org LLC, 611 Wilshire Blvd, Suite 900, PMB #707, Los Angeles, CA 90017

Legal: legal@dormhealth.org · Support: support@dormhealth.org · Phone: (424) 291-2012

California users: Under California Civil Code Section 1789.3, you may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210. Our charges are disclosed at enrollment and in the Program Rules.