Washmate Drycleaners – Terms & Conditions

1. General Agreement

By placing an order with Washmate Drycleaners (“Washmate”, “we”, “our”, “us”), whether in-store, online, via phone, or through a third-party booking platform, you (“customer”, “you”) agree to these Terms & Conditions.

These terms govern all services provided by Washmate, including but not limited to laundry, dry cleaning, ironing, alterations, specialty cleaning, commercial contracts, and pickup/delivery services.

2. Service Scope

• Services are provided based on the type selected and confirmed at booking.
  
• Express and same-day services are strictly subject to availability and may attract surcharges.
  
• Washmate reserves the right to decline any service request where garments or instructions are unsuitable or impractical.

3. Service Instructions & Method

• Customers are solely responsible for providing clear and accurate service instructions at drop-off or booking.
  
• Where the customer’s requested service is unsuitable, impractical, or inconsistent with the garment’s needs, Washmate will apply the service method it considers most appropriate to achieve a safe and proper result.
  
• Charges will apply according to the service performed and garment classification as determined by Washmate, and the customer remains liable for full payment.
  
• Customers are deemed to have accepted all applicable charges by leaving their items with us. No disputes will be entertained after services have been completed on the basis of service method, pricing category, or garment description.

4. Payment Terms

• All services must be paid in full before garments are released.
  
• Commercial/account customers must pay invoices within agreed terms.
  
• Minimum order thresholds apply to certain services, including express and commercial.
  
• All payments are final unless expressly authorised in writing by Washmate management.
  
• Disputes must be raised directly with Washmate and not through third-party payment providers.

5. Refunds & Credits

• Refunds are not provided for services already rendered, unless authorised by management.
  
• Any request must be submitted in writing within 24 hours of completion, with supporting details.
  
• Approved refunds will be processed via credit within 14 business days.
  
• Refunds or credits will not be issued for:
  • Change of mind once service has commenced.
    
  • Delays caused by external factors (weather, traffic, restricted access).
    
  • Stains or damage that pre-existed or do not respond to standard processes.
    
  • Customer dissatisfaction arising from failure to check service pricing or provide proper instructions.
    
• Banks, credit card providers, and payment processors have no authority to issue refunds on Washmate’s behalf.

6. Garment Care & Liability

• All garments are cleaned at the customer’s risk.
  
• While industry-standard processes are followed, no guarantee is made regarding the full removal of stains or restoration of garments.
  
• Specialty or delicate fabrics (e.g., silk, wool, leather, suede, sequins) may require additional charges.
  
• Washmate accepts no liability for:
  • Shrinkage, colour fading, or damage caused by fabric defects, wear, or weak construction.
    
  • Loss or damage to beads, buttons, zippers, or embellishments unless declared and accepted in writing.
    
  • Items left uncollected beyond 90 days of completion, which will be deemed abandoned and may be donated or disposed of.

7. Express & Same-Day Services

• Express and same-day services attract surcharges (typically 25–100%) depending on workload and urgency.
  
• Minimum express order value is AUD $100 (excluding logistics).
  
• Express turnaround is generally within 48 hours, subject to capacity.
  
• Discounts do not apply to express orders.

8. Pickup & Delivery

• Pickup and delivery are available only within designated service areas.
  
• Customers must ensure garments are securely packed and accessible to drivers.
  
• If pickup or delivery fails due to access issues, a logistics fee will apply.
  
• Washmate is not liable for garments left in unsecured or unapproved locations.

9. Commercial & Contract Clients

• Contract pricing is subject to review upon renewal or where service volumes change.
  
• All bulk or weekly pricing is contingent upon meeting agreed minimum volumes. If volumes fall below minimums, standard rates apply.

10. Dispute Resolution & Limitation of Liability

• All disputes must be submitted directly to Washmate at info@washmate.com.au prior to initiating any third-party or external process.
  
• Customers agree not to lodge payment disputes via banks, credit card providers, or payment platforms without first allowing Washmate to review and resolve the issue.
• Washmate’s liability for any claim is strictly limited to the cost of the cleaning service for the affected item, capped at three (3) times the cleaning charge of that item.

11. Contact Information

Washmate Drycleaners
📧 info@washmate.com.au
🌐 www.washmate.com.au