Unattended pickup and delivery
You don’t need to be home. Here is how unattended service works, what to keep out of your bag, and where we will and won’t leave your laundry.
Frequently asked questions
What does unattended service mean?
You don’t need to be home. You leave your laundry bag at the spot you chose when you booked (for example, by the front door, on the porch, inside the gate, or at reception). Our driver collects it from there, and brings it back to the same spot when it’s done.
Do I have to agree?
No. If you’d rather hand your laundry over in person, tell us when you book (choose “Someone will need to let the driver in”) and we’ll work out a time with you.
Can I change my mind?
Yes, at any time. Turn it off in Settings, or contact us. We record the change straight away.
Who in my household can agree?
Anyone who is a member of your Laundry Plus account can agree or turn it off. The choice applies to the whole account, so it covers every pickup and delivery for that account.
What happens in bad weather?
If it’s raining, very hot or windy and your spot has no cover, the driver will look for a sheltered place close by, such as under an eave or behind a screen door, and let you know where it is.
I live in an apartment. Can you leave it in the lobby?
Only if the building has a concierge or reception that accepts deliveries for residents, or you’ve given us access to a private spot such as your own door. We don’t leave laundry in a lobby, hallway or mailroom that anyone can walk into.
What should I keep out of my bag?
Please take these out before you leave your bag:
- cash, cards and ID
- keys and access fobs
- jewellery and watches
- phones, earbuds and other electronics
- anything valuable, irreplaceable or of sentimental value
- items that need dry cleaning or specialist care
We check pockets, but we can’t promise to find everything.
I’m an NDIS participant. Does this work for me?
Yes, the same choice applies. You can agree yourself, or the person who manages your account with you (such as a nominee, family member or support coordinator who is a member of the account) can agree for the account. If it isn’t safe for your laundry to be left unattended, tell us and we’ll arrange to hand it over in person.
What if my bag goes missing?
Tell us as soon as you notice, by phone, text or email. We’ll check where and when the driver left it, and work it out with you.
Nothing in this FAQ limits your rights under the Australian Consumer Law.
What we will and won’t leave unattended
We will leave your laundry, or collect it from:
- the spot you chose when you booked, at your address
- a concierge or reception desk that accepts deliveries for residents
If your chosen spot is exposed to the weather, we’ll do our best to find a covered spot close by.
We won’t leave your laundry:
- on the footpath, the nature strip or by the kerb
- in a lobby, hallway, car park or mailroom that anyone can walk into
- with a neighbour, unless you’ve told us to
- behind a locked gate or door we don’t have access to
- anywhere the driver thinks it isn’t safe, in which case we’ll contact you