Terms of Service

Agreement to terms

By accessing and using Laundry Plus services, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

Our pickup and delivery, commercial, NDIS, and group and event services, our booking app and this website are provided by Mallard & Mallard Pty Ltd (ACN 661 270 079, ABN 15 661 270 079), trading as Laundry Plus Services.

Our self-service laundromat at 186 Lygon Street, Brunswick East, its machines, its live cycle pages and its feedback forms are provided by a separate business: Lygon Street Laundromat Pty Ltd (ACN 641 122 796) as trustee for the Lygon Street Laundromat Family Trust (ABN 18 720 107 585), trading as Laundry Plus (Brunswick East).

In these terms, "Laundry Plus", "we" and "us" mean whichever of the two provides the service you are using.

Service description

Laundry Plus provides:

• Pickup and delivery laundry services
• Self-service laundromat facilities
• Commercial laundry services
• NDIS-registered laundry support services
• Group and event laundry services

Service area and availability

Our services are available in designated areas within Melbourne and surrounding suburbs. Service availability may vary by location and is subject to capacity constraints. We reserve the right to refuse service to any address outside our service area.

Booking and payment

Prices

Pickup and delivery wash, dry and fold is charged by weight, at $7.70/kg. A minimum order of 10 kg applies, with a minimum charge of $77. Prices are in Australian dollars (AUD) and include GST. Commercial rates are quoted and agreed separately.

How we charge

• Nothing is charged when you book
• When you book, you add a way to pay, such as a credit or debit card. Your card is held by our payment processor, Stripe, not by us
• We weigh your laundry after washing and charge your saved payment method for that weight, or the minimum charge if your order weighs less than 10 kg
• Commercial customers may instead be invoiced, and NDIS customers billed through their NDIS plan, as set out in their agreement

Other charges

Pickup and delivery are free, and there are no booking fees. We add a charge only in these cases:

• Late cancellation: up to $15 when a pickup is cancelled less than 12 hours before it
• Missed pickup or delivery: up to $15 when we come at the booked time but cannot pick up or deliver because of something on your side, for example we cannot get in, or no one is there and no safe place was arranged. We never charge it when we miss a pickup or delivery ourselves
• Heavy soiling: $30 an item when we accept an item that is heavily soiled and needs extra handling (see Items we do not accept)
• Any extra you choose when you book, at the price shown when you choose it

Each of these charges appears as its own line on your receipt.

Cancellations and refunds

• You can cancel or skip a pickup in our app up to 12 hours before it. Closer to the pickup than that, call us
• A pickup cancelled less than 12 hours before it may be charged the late cancellation fee (see Other charges)

If something is not right

Our services come with guarantees under the Australian Consumer Law. If you are not happy with how we washed something, tell us as soon as you can.

• If the problem is minor, we will put it right free of charge, usually by washing and delivering the items again at no cost to you
• If the problem is major, or we cannot put it right within a reasonable time, you can choose a refund (in full, or for the part affected) or a lower price
• If we damage or lose an item, see Our liability below
• Refunds go back to the way you paid, within 5 to 10 business days of our agreeing to one

Free trial

These terms add to our Terms of Service. Where they differ, these terms apply to your trial. Nothing in them takes away your rights under the Australian Consumer Law.

What you get

• Your first 5 kg of laundry washed, dried and folded, free
• Free pickup and free delivery
• No minimum. Our usual 10 kg minimum order and $77 minimum charge do not apply to your trial
• Every care label read
• Our Rewash Promise (see If something is not right, below)
• After your laundry is back, one of us will text you to ask how it went. A real person reads every reply. If you would prefer a call, say so and we will call you
• No subscription. Nothing happens after your trial unless you book again

The trial is one pickup. It cannot be a repeating booking.

Who can have a trial

• New customers only, one trial per person and one per household
• We cannot apply the trial if the same account, phone number or card has already had one, or if the same address (unit, street and postcode) has had one in the last 6 months
• If we have already said no to a trial for you, a later booking will not get one either
• You can have only one trial booking at a time. If your trial is already on a pickup you have booked, a second booking is a normal booking
• Trials are only offered at addresses in our service area

How many trials a day

We take up to 5 trials a day, so each one gets proper care. A promotion may set a different number, and there are no trial pickups on public holidays. When you book, you will only see days with a trial spot free in the next two weeks. If none are free, you can book a normal pickup instead, or call us.

Your card: what we hold, and when it is charged

• You add a card when you book. Nothing is charged when you book
• We do not put a hold on your card. No money is reserved: the card is only saved
• Your card is held by Stripe, our payment processor, not by us. Your card number never passes through our app
• For the laundry, we charge the card only if it weighs more than 5 kg after washing, and only for the weight over 5 kg. We charge it after your laundry is washed and weighed. We also charge it for our usual fees (see Fees are not waived)
• If your laundry is 5 kg or less, we charge nothing for the laundry. Your receipt email shows the weight and a total of $0.00

If your laundry is over 5 kg

We weigh your laundry after washing, so you only pay for clean, dry laundry. We weigh to 0.1 kg and never round up to the next kilo. Anything over 5 kg is $7.70/kg, including GST. There is no minimum charge on a trial.

Worked example. Your laundry weighs 6.5 kg after washing. The first 5 kg is free. The other 1.5 kg costs 1.5 x $7.70 = $11.55, including GST. That is the whole charge. (The same 6.5 kg as a normal order would be $77, because of the 10 kg minimum.)

Your receipt email shows the weight and the amount.

Fees are not waived

Pickup and delivery are free, but our usual fees still apply to a trial (see Other charges). We add them by hand, only in these cases:

• Late cancellation: up to $15 when a pickup is cancelled less than 12 hours before it
• Missed pickup or delivery: up to $15 when we come at the booked time but cannot pick up or deliver because of something on your side, for example we cannot get in, or no one is there and no safe place was arranged. We never charge it when we miss a pickup or delivery ourselves
• Heavy soiling: $30 an item when we accept an item that is heavily soiled and needs extra handling
• Any extra you choose when you book, at the price shown when you choose it

These charges go on your saved card, even if your laundry is 5 kg or less. Each one is its own line on your receipt.

What we do not wash

We do not wash dry-clean-only items, or anything contaminated with biohazardous or hazardous material, such as blood, sharps or chemicals. We do accept heavily soiled items, with the heavy soiling charge above. If something needs special care, add a note when you book. Please check pockets and take out valuables before pickup.

Pickup and delivery times

• We pick up between 9am and 1pm on the day you choose, on weekdays. You will see the days we are in your suburb when you book
• You do not need to be home. Leave your laundry in any bag or basket by the door, on the porch or with your building's concierge, and tell us where when you book. We bring it back to the same place
• Our 48-Hour Promise: we deliver 48 hours after pickup, counting weekdays only: picked up Monday, back Wednesday; Tuesday, back Thursday; Wednesday, back Friday. Thursday and Friday pickups come back on Monday. There are no weekend pickups or deliveries. If the return day is a public holiday, it moves to the next weekday. You will see your delivery day before you book
• Delays can happen for reasons outside our control. If one does, we will tell you

Changing or cancelling

• You can cancel or move your trial pickup in our app up to 12 hours before it. Closer than that, call us
• A pickup cancelled less than 12 hours before it may be charged the late cancellation fee
• If you cancel, skip the pickup, or we could not collect it, your trial is given back and you can book it again
• Use your trial within 60 days of booking it. After that, the free 5 kg no longer applies

If something is not right: our Rewash Promise

Tell us as soon as you can. Reply to any of our texts, or call us.

• If something is not washed or folded right, tell us within 48 hours of delivery and we will wash it again and bring it back, free. This does not cover an existing stain that will not lift
• If the problem is major, or we cannot put it right within a reasonable time, you can choose a refund for the part affected (there may be nothing to refund on a free trial) or another remedy under the Australian Consumer Law

Damage or loss

Damage or loss on a trial is handled the same way as on any order. See Our liability below. Please check your laundry when it arrives and tell us about any damage or missing item as soon as you can.

If we cannot apply the trial

We check before anything is booked. If we cannot apply the trial, the booking page tells you so and shows the usual price instead. Nothing is booked until you choose to book at that price. We do not say why, and we never name another person or address.

If you think we have got it wrong and you book anyway, tap "Ask us to check" on your booking. If we agree before your laundry is weighed, the trial applies to that booking. You can ask once.

Your saved card and your privacy

• Stripe holds your card details. We see only the card type, last four digits and expiry date
• We use your account, phone number, card and address to check that each household has only one trial. That check is the only reason they are compared with past trials
• Your card stays saved after the trial so you can book again quickly. You can remove it at any time in the app under Billing
• Our Privacy Policy explains how we collect, use and protect your personal information

After your trial

Nothing happens automatically. There is no subscription and no recurring charge. If you book again, that order is charged at our usual prices: $7.70/kg, with a 10 kg minimum ($77).

Customer responsibilities

You are responsible for:

• Providing accurate pickup and delivery address information
• Ensuring items are ready for collection at scheduled time
• Checking pockets and removing valuables before service
• Informing us of any special care requirements
• Being available or arranging safe drop-off location

If you choose unattended pickup and delivery, see what we will and won't leave unattended.

Liability and insurance

Our liability

We take great care with your items. If we damage or lose an item through our fault, we will pay to repair or replace it, or pay its reasonable value, allowing for its age and wear. We may ask for reasonable proof of what it was worth, such as a receipt or a photo.

• Please check your laundry when it arrives and tell us about any damage or missing item as soon as you can, ideally within 48 hours, so we can look into it while the details are fresh. Telling us later does not remove your rights under the Australian Consumer Law
• We are not liable for damage or wear that was there before we received the item
• We are not liable for items left in pockets or not disclosed to us
• For commercial customers, as far as the law allows, our liability is limited to $500 an item, subject to proof of value, unless their agreement says otherwise

Items we do not accept

We do not accept:

• Items contaminated with biohazardous or hazardous material, such as blood, sharps or chemicals
• Dry-clean-only items

We do accept heavily soiled items, with the heavy soiling charge of $30 an item (see Other charges).

Service standards

Turnaround time

Standard service is 48 hours from pickup to delivery. Delays may occur due to circumstances beyond our control. If you need your laundry back sooner, ask us: a faster turnaround may be possible, case by case.

Quality standards

We follow all care label instructions and use industry-standard cleaning methods. If care labels are missing or unclear, we will use our professional judgment.

NDIS services

For NDIS participants, services are provided in accordance with NDIS guidelines and your support plan. Additional terms and conditions may apply as outlined in your service agreement.

Intellectual property

All content on our website, including text, graphics, logos, and images, is the property of Laundry Plus and protected by Australian and international copyright laws.

Privacy

Your use of our services is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information.

Dispute resolution

If you have a complaint or dispute:

1. Contact us at hello@laundryplus.com
2. We will acknowledge your complaint within 2 business days and resolve it within 10 business days. If it will take longer, we tell you why and when to expect an answer
3. If it is not resolved, you can contact Consumer Affairs Victoria or apply to the Victorian Civil and Administrative Tribunal (VCAT)

Limitation of liability

To the maximum extent permitted by law, Laundry Plus shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our services.

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Governing law

These Terms of Service are governed by the laws of Victoria, Australia. As well as the courts, you can take a dispute to Consumer Affairs Victoria or the Victorian Civil and Administrative Tribunal (VCAT).

Changes to terms

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of modified terms.

Contact information

For questions about these Terms of Service, please contact us:

• Email: hello@laundryplus.com
• Phone: 1300 501 385
• Mail: Laundry Plus, 186 Lygon Street, Brunswick East, VIC 3057
• Pickup and delivery, commercial, NDIS, and group and event services: Mallard & Mallard Pty Ltd, ABN 15 661 270 079
• The Brunswick East laundromat: Lygon Street Laundromat Pty Ltd as trustee for the Lygon Street Laundromat Family Trust, ABN 18 720 107 585

By using Laundry Plus services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.