handbook

2020
 About us

hampr is an on-demand, membership-based wash-

and-fold laundry service. hampr washrs return
laundry to members fresh and folded the next
day. And it is all done through an app. Unlike
other services, hampr offers flat-rate, no-nonsense
pricing that’s based per load, not pounds.
Hi there!

We are SO excited to have you on board as a hampr washr!

You are literally what dreams are made of! We have created
this handbook to take you through the washr process from
downloading the app to processing your !rst order.

We are thrilled that you are on this journey with us and we

want you to know that we are a very washr-centric
company. If you have any questions or issues at all, please
let us know as soon as possible by contacting us via the
support chat in the app or reaching out to Jeremy Dotson,
our Washr Success Manager at jeremy@tryhampr.com.

Thanks and happy washing!

Laurel Hess, Founder + CEO
FIRST
STEPS
 Download the App
The washr app is available for download on iOS
and Android devices. If you haven’t already
downloaded the app, you can find them here.

Apple Android

Once you have downloaded the app, you will

log in using the temporary credentials that
were emailed to you. If you have not received
the email, please reach out to us via the
support chat.

FIRST STEPS
Buy Detergent
Our default detergent is Dropps – a scent-
free, dye-free detergent pod. This is great for
members with allergies and sensitivities. We
require that all washrs always have Dropps on
hand and we have worked with Dropps to
provide our washrs with a discount code. Our
members select detergent preferences when
they place their order – they can either use
Dropps (provided by you) or provide their
own in the inside pocket of the hampr.

Use code TRYHAMPR when checking out at

Dropps for 20% off your order.

FIRST STEPS
 Set up your app
Bank Info: Once you log in, you will need to
provide your bank account information. This is
how you will be paid weekly for the orders that
you process.

FIRST STEPS
Set up your app
Set your radius: You are in control with how
far you want to go for an order. In Account
Settings, you can set your radius and will only
see orders within your desired radius.

Set your notifications: Make sure your

Available Orders are turned on so you can
get notifications when a member in your
radius places an order.

FIRST STEPS
 Set up your app
Create your profile: Upload a photo and a brief
bio about yourself – members will see this once
you claim an order so they can put a face to the
name. It helps to personalize the service for our
members.

FIRST STEPS
Join our community
Learn tips and tricks from other washrs like
you! Please join our private Facebook group
– this is where we will post updates and news
and it is a supportive place to offer feedback
and assistance:

https://www.facebook.com/groups/washrs

FIRST STEPS
HOW IT
WORKS
 Ready to claim an order?
awesome
You will receive a notification when there are available orders in
your desired radius. If you want to turn these notifications off, you
can do so in the app. On the home screen of the app, you will see
available orders that need to be claimed. To claim an order, just
double tap the “CLAIM” button. Once you claim an order, you are
contractually obligated to complete it. You will need to pick it up
during the specified window and drop it off in the same window
the following day.

For example, if you claim a lunch window order, the order will be
ready by 12 pm and will need to be picked up by 2 pm. It will
then need to be processed and delivered by 2 pm the following
day.
HOW IT WORKS
 3 order windows
Morning
6 am to 8 am
Lunch
12 pm to 2 pm
Evening
5 pm to 7 pm

Once you have claimed all the orders you would like to do and you are ready to pick them up, click
“Plan Route” and you will be navigated to pick up your orders in the most efficient route possible.

HOW IT WORKS
PICKING
UP
 You are at your !rst pick-up, hurray!
Most members leave their hamprs outside their If you do not see the hamprs, knock or ring the
door – you will see pick-up instructions in your doorbell. The member may have forgotten to
app. put them out or they prefer to hand them off
to someone.
You will need to scan the QR code located on
each hampr in a clear plastic window. Please do If they do not answer the door, go back in the
not leave without scanning these codes – this app and navigate to that order. There are three
alerts the member that their order has been dots on that screen – if you click that, you
picked up. should see the member’s phone number.

The QR code tag also has the member’s last name If they do not answer the door or phone,
on it so it helps keep you organized if you are please reach out to support via the chat in the
picking up multiple orders. app. Please do not leave without contacting the
member or support chat.

PICKING UP
PROCESSING
LAUNDRY
 Washing and drying
So you’ve made it home and you’re ready to start washing! Now what?

Open the hampr app and select the order you want to
process. Click “Start washing” and scan the hampr you
are about to process. There you will see order
preferences like detergent, water, temperature, etc.

Take all of the contents in the hampr and place them in

your washing machine. Don’t worry about sorting or
checking pockets – we have extensive communication
with our members to let them know that everything
in a hampr is washed together..

Follow the preferences for washing and drying.

Pro tip: As you move items from the washr and the
dryer, move the hamprs that they belong in to the front
of the machine its contents are in so you can keep track.

PROCESSING LAUNDRY
Folding
When an order is done, move to your folding area.
We ask that your folding area is in a pet-free space
and preferably far from the kitchen. We have had
some member complaints about clothes returning
with a food or cooking smell on them so please be
mindful of cooking when you are processing orders.

We like to fold the “hampr way” for consistency. This

ensures that our members get the same experience
every time they place an order.

Jeremy Dotson, our Washr Success Manager,

developed several training videos to show you how
to fold the “hampr way.” Jeremy has 20+ years of
experience in the retail industry and his folding is
based on his experience.

You can find all the videos here.

PROCESSING LAUNDRY
 Packing the hampr
It’s time to load up the hampr!

Please place the hampr on its side and

load it from that zippered opening.

As you pack your hampr, please keep “like” items

together. For example, stack all t-shirts together, all
shorts together, etc. If you find that you are washing
children’s clothes with various sizes, please keep all of
the same sizes together. This will help our members as
they unpack.

PROCESSING LAUNDRY
Dropping off
Remember, orders must be dropped off in the
same time frame that they were picked up the
day prior.

When you are ready to drop off, select the

orders you want to drop off and select “Plan
Route.” Once you arrive, double check the drop-
off instructions in the app and leave the order
where indicated. Please scan each hampr as you
drop them off. This will alert the member that
the order has been delivered.

PROCESSING LAUNDRY
QUESTIONS
+ ISSUES
 When do I get paid?
Payouts are typically delivered to washr bank accounts by Friday. Please note that our payment
processor typically initiates the transfers on Wednesday. So if you processed an order on
Wednesday or Thursday, it won’t show up in your account until the following Friday.

Do I have to separate the laundry?

Nope! We ask the members to do this prior to placing an order. 1 hampr = 1 load so everything that
is in a hampr together will be washed together.

What about stains?

We ask members to pre-treat stains before putting them in the hampr. If there is an item you are
concerned about, snap a photo and send it to support so we can be aware of it.

QUESTIONS + ISSUES
 Do I need to supply my own dryer sheets / detergent / etc.?
You will need to keep a supply of scent-free, dye-free Dropps on hand. We do not require washrs
to keep dryer sheets on hand. If a member has not supplied their own dryer sheet, please do not
use one. This can cause allergic reactions to some of our more sensitive members.

I forgot to scan the hamprs at drop-off.

If you are close, please return to rescan them. If you are already at home, please contact us
immediately via the support chat. The order will not be considered complete until the bags are
scanned and dropped off.

It is raining / rain is in the forecast.

Please be mindful of the weather when you are dropping off items. The last thing a member wants
is coming home to soaking wet clothes that they will have to rewash. If it is raining or you know
there is rain in the forecast, please reach out to the member to arrange for alternate delivery
options.
QUESTIONS + ISSUES
 The order I’m picking up is heavy /
bag is bulging.
You reserve the right to refuse to pick up an order
that you think is overstuffed (see photo). At this time,
we don’t have a mechanism in place to charge
additional for bags that are overstuffed and it could
result in you having to do 2 loads for 1 hampr and only
get paid for 1. If you show up to pick up an order and
you can see visible bulging or the bag is significantly
heavy, please reach out to support to reject the order.
Please take photos of the bag and send to support
along with the last name on the order and we will
reach out to the member to handle

The member indicated that they

provided detergent / dryer sheets
but they are not included.
Please text the member to see if they are okay with
you using Dropps to process the order.
QUESTIONS + ISSUES
 Customer complaints / issues

We take laundry very seriously and we want to make

sure our customers have the best experience possible. If
a customer does complain about your service, you will
be placed on a temporary probation period. During this
time you will only be allowed to claim no more than 6
hamprs a day. We want to make sure that you are able
to provide the service hampr expects from each
washr. We will closely monitor your orders during the
probation period and will make a decision whether to
keep you on as a washr.

QUESTIONS + ISSUES
 The clothing smells / is excessively soiled – what do I do?
We have restrictions on what we will and won’t process. You can find the list of restricted items
here: https://www.tryhampr.com/faq/. If you have any orders that violate the restrictions, please
reach out to support via the chat function to let us know as soon as possible.

I am in tra!c and running late to a drop-o" / pick-up.

Please reach out to the customer as soon as possible to let them know of the situation and when
they can expect to receive their order.

An emergency has come up and I cannot process an order in time.

We understand that things happen – the worst possible thing is to drop off an order that is still wet,
not folded or up to par with our standards. If you run into a situation that would compromise the
quality of the order, please reach out to support as soon as possible so we can help to remedy the
situation with you. Please note that frequent issues – re-assignments could lead to your removal
from the platform.
QUESTIONS + ISSUES
Conclusion
We are so grateful for all of our washrs and we hope
you have a wonderful experience. Please don’t ever
hesitate to reach out if you have any issues, questions
or concerns. We are a small start-up with big dreams.
Constant feedback is going to be what helps us
accomplish our goals and provide the best possible
experience for everyone.
 Contact
support@tryhampr.com | Jeremy@tryhampr.com
www.tryhampr.com
Facebook: @tryhampr | Instagram: @tryhampr | #tryhampr