TERMS AND CONDITIONS – THE CLEAN CLOSET PTY LTD
Your satisfaction is our first priority. We treat your laundry as if it were our own. However, we still need to agree to some Terms, Conditions and policies to ensure that there are no misunderstandings about The Clean Closet Pty Ltd(referred to as “we,” “us,” “our”, or “THE CLEAN CLOSET PTY LTD’”) or your obligations.
THE CLEAN CLOSET PTY LTDgives the consumer guarantees required under the Australian Consumer Law. However, all other terms, representations, warranties, guarantees and conditions that might otherwise be granted or implied by law are expressly excluded to the maximum extent permitted by law, unless THE CLEAN CLOSET PTY LTDagrees in writing. THE CLEAN CLOSET PTY LTDdoes not exclude, restrict or modify any liability that cannot be excluded, restricted or modified except to a limited extent, as between you and THE CLEAN CLOSET PTY LTD.
The Terms and Conditions constitute the entire agreement and understanding with THE CLEAN CLOSET PTY LTDand supercede and extinguish any previous agreements. They will apply to any order that THE CLEAN CLOSET PTY LTDaccepts from you via its website, phone, text, or email or to any other use of its services. THE CLEAN CLOSET PTY LTDmay change the Terms from time to time, and the latest version published on our website will apply to your order.
THE CLEAN CLOSET PTY LTDwill not be deemed to have waived any right under the Terms unless it gives the waiver in writing.
THE CLEAN CLOSET PTY LTDmay assign and transfer any rights or obligations under the Terms without your consent.
Each of the Terms’ clauses operates separately. If a court strikes out any clauses, the remaining clauses will remain in full force and effect.
30- These Terms are governed by Australian law and will be subject to the exclusive jurisdiction of the Australian courts.
By using our services, you agree to comply with these Terms, Conditions and Policies. We appreciate your trust in us, and we are dedicated to ensuring the safe handling of your garments.
If you have any questions or concerns about this policy, please do not hesitate to contact our customer support team for clarification.
ORDERS AND FEES
Current pricing is outlined on the website pricing calculator. Your items will be counted or weighed after collection. There is a minimum service fee of $60 per pickup.
Payment is accepted by Credit or Debit Card via the online payment link in the invoice. A 2.3% merchant fee is added to all invoices. Alternative payment options may attract an administration fee.
Submission of a booking through THE CLEAN CLOSET PTY LTDonline ordering system will receive a written confirmation of its acceptance of your order and contact information.
You can cancel your order up to 3 hours before THE CLEAN CLOSET PTY LTDcollects your laundry. Cancelling your order less than 3 hours before a collection will incur a $12.50 administration charge.
THE CLEAN CLOSET PTY LTDmay cancel your order if:
- There is an intervening event outside its control, or
- You fail to make items available for collection or
- It considers any item that does not correspond with your order, is damaged, lacks information about its content or cleaning instructions, or does not fall within the items it accepts.
Once your laundry is completed, an invoice will be emailed to you. THE CLEAN CLOSET PTY LTDwill deliver your laundry once you have paid the invoice. THE CLEAN CLOSET PTY LTDreserves the right to withhold your laundry until payment is received in full.
By accepting payment of any sum after its due date, THE CLEAN CLOSET PTY LTDdoes not waive its right to require payments as they fall due or to suspend or end the Terms.
If you do not pay us any sum on the due date for payment, interest at the rate of 15% per annum will be charged on that amount.
You will default if you do not pay us when money is due for payment or fail to comply with any other obligation under these terms. You agree to pay on default all costs and expenses incurred by THE CLEAN CLOSET PTY LTDin exercising the Terms, and you indemnify THE CLEAN CLOSET PTY LTDagainst any losses resulting from your failure to pay.
PICK-UP AND DELIVERY
THE CLEAN CLOSET PTY LTDwill use reasonable endeavours to pick up and deliver items at the times specified in your order but does not warrant that it will do so.
We are committed to providing a reliable dry cleaning and laundrey service and ensuring a seamless pick-up process. To maintain efficiency and minimize missed pick-ups, we have established the following policy:
Scheduled Pick-Up – when you schedule a pick-up with THE CLEAN CLOSET PTY LTD, we will assign a specific date and time for our driver to collect your items. We rely on this schedule to provide our services efficiently.
Be Prepared for Pick-Up – it is your responsibility to ensure that your items are ready for pick-up at the scheduled date and time. Please have your items securely packaged and easily accessible to our driver.
Missed Pick-Up – if our driver arrives at the scheduled pick-up location, and you are not present or your items are not ready for collection, it will be considered a missed pick-up.
Notification of Missed Pick-Up – if a pick-up is missed, we will make every effort to notify you by phone or email as soon as possible. Our notification will inform you of the missed pick-up and will include details regarding rescheduling.
Rescheduling – if a pick-up is missed, you may contact our customer support team to reschedule the pick-up for the next available date and time. A potential redelivery fee may apply when rescheduling a missed pick-up.
If you fail to accept delivery of items at an agreed time, a redelivery fee of $12.50 will be charged to you. If you fail to accept delivery of an item for more than 60 days after the invoice date, you will be deemed to have abandoned the item, and THE CLEAN CLOSET PTY LTDmay dispose of it at its sole discretion.
You may arrange to have an item left in a safe place, collected from, or re-delivered to, a third party, but do so at your own risk. You may, by written instruction to THE CLEAN CLOSET PTY LTD, request it to leave an item in an agreed location without signing for delivery. THE CLEAN CLOSET PTY LTDwill not be liable to you for any damage to or loss of the item after it is delivered.
Redelivery Fee – to cover the cost of rescheduling and dispatching our driver for a redelivery attempt, a redelivery fee may be charged. The amount of this fee will be communicated to you at the time of rescheduling.
Redelivery Scheduling – the redelivery of your items will be scheduled based on our availability and within our regular service hours.
Non-Refundable Missed Pick-Up Fees – any fees associated with missed pick-ups, including potential redelivery fees, are non-refundable.
Multiple Missed Pick-Ups – we reserve the right to review and manage accounts with a history of multiple missed pick-ups on a case-by-case basis, including the possibility of discontinuing service.
Exceptional Circumstances – we understand that unforeseen circumstances may lead to missed pick-ups. If you encounter exceptional circumstances, please contact our customer support team to discuss your situation.
SUITABILITY FOR LAUNDERING
THE CLEAN CLOSET PTY LTD uses a cold washing laundry process and machine drying process (unless otherwise requested). It will endeavour to separate the items into lights and darks but accept no responsibility for any bleeding or colour transfer during the laundry process.
The Clean Closet Pty Ltd’s service is not no liable for any loss of profit, loss of business, business interruption THE CLEAN CLOSET PTY LTDn or loss of business opportunity.
If an item requires special care, you must bring that to THE CLEAN CLOSET PTY LTD’s attention. If you do not do so, THE CLEAN CLOSET PTY LTD may wash the item according to its care label or normal laundry process if there is no care label. You acknowledge and agree that any advice, recommendation, information or assistance that THE CLEAN CLOSET PTY LTD may provide is provided in good faith and based on the accuracy and completeness of the information you provide.
THE CLEAN CLOSET PTY LTD does not warrant that it will be able to remove all types of stains and will only provide a regular stain removal treatment if requested to do so.
By using our service, you agree that your clothes are suitable for washing in water on a normal cycle and drying using heat in a tumble dryer. We cannot be responsible for any damage to clothing unsuitable for this standard laundering process.
We reserve the right to refuse to service items that we feel will be hazardous to our staff, such as items heavily soiled with human or animal waste. This is for the health and safety of our team.
We kindly request that you thoroughly check all of your laundry and pockets before we launder your clothes. Your vigilance in this matter is crucial, as we do not have the time or capability to check that your laundry and pockets are empty. We will not be held responsible for any damaged or lost items in this regard (e.g.: lipstick, pen, chewing gum, jewellery).
Please ensure you check the wash instructions before engaging our services. If an item is “dry-clean only” or unsuitable for our services, do not include it in the laundry you provide us.
WASH LOADS
As part of our standard procedure, all of your items are washed together in one load. We cannot be held responsible for the bleeding of colours or changes to the size and fit of laundry items.
If you would like items washed separately (i.e.: blacks separate to whites) we ask that you inform the staff member doing your service at drop off. Our staff will then separate your laundry and use 2 washing machines for the service which requires an additional charge from $10-$20 depending on the load size.
If you divide your clothes into two bags before your pick-up, we can run two separate loads. This incurs a $5 Separate Load Charge. Note that we do not separate clothes according to your instructions, and we ask that you separate them and take responsibility for what’s in each load. Separation is not currently available on pre-paid laundry plans.
DAMAGED LAUNDRY
THE CLEAN CLOSET PTY LTD will do everything possible to prevent damaging your laundry. However, there are limitations to what we can do.
If something goes wrong with your item whilst in The Clean Closet Pty Ltd’s care and it proves to be due to the fault of The Clean Closet Pty Ltd, it will refund your money for the laundry service of that item. However, The Clean Closet Pty Ltd accepts no responsibility for items that are damaged or lost in the ordinary course of the laundry process.
THE CLEAN CLOSET PTY LTD accepts no responsibility for any item that is lost or damaged in the laundry process due to your failure to remove paper, tissues, pins, jewellery, coins, keys, pens, amongst others, from the item.
WEAR AND TEAR ON LAUNDRY
At THE CLEAN CLOSET PTY LTD, we take the greatest care with all of your items. However, no matter how gentle we are, the laundering processes do incur normal wear and tear on your laundry. We will not be held responsible for any wear and tear, including fading, abrasions, holes, fatiguing, or loss of buttons. We reserve the right to refuse items that could be unsuitable for our services.
LOST LAUNDRY
While we would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result, we can’t be held responsible for any lost laundry; we simply have no efficient way of verifying that we received any particular piece of laundry in the first place.
Rest assured, though, we carefully track your clothes. For instance, we tag all our bundles with your name, and your clothes are never loose in our facility unless they’re inside a machine, on the folding table, or in their own laundry cart waiting to be folded.
If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes. We are much more likely to find misplaced laundry if it is reported early.
DETERGENTS AND FABRIC SOFTENERS
We use premium hospital-grade laundry detergent and fabric softener in all of our machines. Our facilities do not allow for the self-supply of washing detergents and softeners.
SELF SERVICE LAUNDROMAT
Please do not overload the machine. By overloading the machine, your items cannot circulate and be cleaned properly, and you may need to repeat the cycle.
We are not responsible for any theft of your items, although we are happy to assist where possible.
Please ensure you thoroughly check the washing machine/dryer is empty before placing your items in for use. We take no responsibility for any damage caused by remaining items or residue from the previous user. We recommend you always smell inside the machine and wipe down with a paper towel to ensure that there are no lingering chemicals.
Please be considerate of other customers wishing to use the laundromat equipment.
Please ensure your items are removed from the machines within 15 minutes of completion. If left longer, we reserve the right to remove your items from our machines and place them in a plastic bag in the condition they were found. We do not have storage facilities for lost property or forgotten items. We can only retain items for 24 hours.
DRY CLEANING
You agree that any garments that are to be dry cleaned are suitable for the dry cleaning process and that any damage that may be done in the process is your responsibility, not ours.
Whilst every care is taken with work entrusted to THE CLEAN CLOSET PTY LTD, we cannot be held liable for either pre-existing marks/fabric damage or fabric failure, loss of colour, shrinkage or reaction marks that only become evident following the dry cleaning or laundry process.
Marks, fabric failure, or total fabric breakdown can become evident following cleaning as a direct result of fibre/dye damage caused by spillage or splashing of substances during normal wear before cleaning or the effects of direct or indirect sunlight and Ultraviolet Light exposure. All marks are dealt with the utmost care and treated as per the care label, with no guarantee of removal due to age, stain, or fabric. The removal of marks will not exceed the removal of marks without content from the owner.
We will not accept responsibility for loss, breakage, deterioration, or discolouration of any buttons, buckles, sequins, beads, or decorative trims attached under the care label that has been followed correctly.
All garments are processed according to the attached manufacturers’ “Care Labels,” and any performance failures should be directed to the manufacturer or place of purchase. Taking note of the attached “Care Label,” the decision to either launder or dry clean any article will be at the total discretion of the dry cleaner on duty. We will not be responsible for any garments left uncollected for more than three (3) weeks.
THE CLEAN CLOSET PTY LTD will inventory all dry-cleaning items once they arrive at the facility to be cleaned. This inventory is final, and we will track your items carefully to return them to you. However, in the event of loss or damage of dry-cleaned items, we will reimburse you up to 10 times the charge per article (for example, a maximum refund would be $20 for a laundered & pressed shirt or $60 for a skirt). If you find an issue with one of your pieces, please notify us within 24 hours of delivery.
We strive to provide a reliable and efficient dry cleaning service while ensuring the accuracy of your orders. We have established the following policy regarding missing item(s) from your order to comply with Australian standards:
Order Processing – upon receiving your items for dry cleaning, our staff will enter the order details into our Point of Sale (POS) system, which reflects the items you have submitted within our online portal.
Order Verification – we take utmost care to match the quantity of items processed by our staff with the order you have created within our online portal. If there is a discrepancy between the items processed by our staff and the order you submitted, we will make every effort to verify the accuracy of the order before proceeding further.
Customer Notification – if we identify any missing item(s) from your order during the verification process, we will attempt to contact you using the contact information provided in your account. We will first try to reach you by phone and, if unsuccessful, we will send an email notification. Our notification will include details about the missing item(s) and request your response and acknowledgment.
Customer’s Responsibility – it is your responsibility to promptly respond to our notification regarding missing item(s). If you receive a notification from us, please review it carefully and provide confirmation or clarification regarding the missing item(s) as soon as possible.
Acknowledgment – we will only proceed with processing your order once we have received your acknowledgment or confirmation regarding the missing item(s). If we do not receive a response from you within [1] business days after our initial contact attempts, we may proceed with the cleaning of the remaining items, excluding the missing item(s).
No Responsibility for User Errors – we take no responsibility for items that are incorrectly counted or submitted by users of our online portal. It is essential to double-check and accurately list the items you wish to have cleaned.
DRY CLEANING SERVICE – DAMAGED ITEMS RECEIVED
Identification of Damages – upon the arrival of your items at our facility, we will thoroughly inspect and document any damages, stains, or issues. We will use photographs to record and document any pre-existing damages, stains, or issues. These photographs will be stored in our system and sent to you via email for your records.
Confirmation and Acknowledgment – once we have identified and documented any damages, you will receive an email containing photographs and descriptions of the damaged items. It is your responsibility to review the email and confirm the accuracy of the documented damages. To proceed with the cleaning process, we require your acknowledgment of the documented damages. You can confirm your acknowledgment via email or by contacting our customer support team.
Non-Acknowledgment – if we do not receive acknowledgment from you within [1] business days after sending the email containing the documented damages, we will consider the item unacknowledged. Unacknowledged items will not be processed for cleaning. We will return unacknowledged items to you in the same condition they were received at your expense. The cost of returning uncleaned items will be borne by the customer.
Customer’s Responsibility – it is your responsibility to review the received damage email promptly and ensure that the documented damages accurately represent the condition of your items. If you disagree with the documented damages, please contact our customer support team immediately to resolve any discrepancies.
Resolution of Discrepancies – in case of any disputes regarding the documented damages, we will work with you to reach a fair and reasonable resolution. Our goal is to maintain transparency and provide the best possible service to our customers.
Exclusions – this policy applies only to damages or issues that are identified at the time of receiving your items. Damages that occur during the cleaning process or while in our possession will be covered under our Refund Policy.
DISPUTES
When a dispute arises, you must notify THE CLEAN CLOSET PTY LTD of the dispute by giving written notice specifying the nature of the dispute, the outcome sought, and the action believed necessary under the circumstances that will assist in settling the dispute. Each party will then, in good faith, attempt to resolve the dispute by negotiation
MISCELLANEOUS
All our machines are to be operated by capable adults only. All children on the premises are to be constantly supervised by an adult.
At THE CLEAN CLOSET PTY LTD, we try to always present ourselves in a courteous and professional manner. Accordingly, we expect our customers to conduct themselves in a manner that is acceptable to other patrons and our property. We reserve the right to have any person removed from the premises if not behaving in an acceptable manner.
We will use the personal information you provide to us to:
- Provide the laundry services;
- Process your payments; and
- Inform you about similar products or services we provide unless you indicate that you do not wish to receive such communications by clicking the “Unsubscribe‟ link at the bottom of any promotional email communication.
We will not give your personal data to any third party other than the service providers we engage.