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Customer Terms & Conditions


  1. Our contract with you

1.1 These Terms will apply to any Order we accept from you via the App, including any Order that is changed under clause 4. Note that unless you accept these Terms (by ticking the acceptance box when you set up your account), you will not be able to place an Order.

1.2 We may change the Terms from time to time and it is the current version which will apply to each Order when you place it. We will notify you of changes to the Terms by email.

1.3 Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. Please see clause 11. Please note any Orders without a Voucher code and which have a value of less than $30 will be charged $30 as a minimum. 

1.4 If you need to contact Us at any time about an Order, you may do so as set out in clause 13.

  1. Definitions

2.1 The following definitions apply in these Terms:

App: means the Laundromap phone application.

Collection Charge: means a charge set out in Our pricing schedule found on the Website that is used to balance costs during periods of high demand for Services.

Event Outside Our Control: means any occurrence or circumstances over which we have no control as described in clause 13.2 and including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which We are unable to provide the Services.

Item: means any garment or article collected from you in connection with an Order.

Order: means your order for the Services as set out in the order form submitted via the App.

Services: means personal dry cleaning or laundry services collected from and delivered to your nominated address.

Service Providers: means any third party with which we contract in order to assist us in providing the Services.

Terms: means these terms and conditions as amended from time to time.

Vouchers: means vouchers for Our Services of a monetary value.

Website: means

We/Our/Us: means Laundromap Australia Limited

2.2 When we use the words “writing” or “written” in these Terms, this will include e-mail correspondence and notifications via the App.

2.3 Headings and subheadings have been inserted in these Terms for convenience only and will not affect the interpretation of these Terms.

  1. Placing an Order

3.1 Please ensure that you check the details of your Order before submitting it as We will not be liable to you for any errors you make. For example, please check carefully that you correctly identify each Item. If you think that you may have made a mistake, please contact Us as set out in clause 14. We will confirm any changes to your Order by email. Changes are also dealt with under clause 4.

3.2 Submission of an Order does not create a contract between us. The contract arises when We send you an email confirming acceptance of your Order. The email will include your billing information.

3.3 We will assign an order number to each Order and inform you of this number when We accept the Order. Please quote the order number in all subsequent correspondence with Us.

3.4 If for any reason We are unable to fulfil your Order, We will let you know by email.

  1. Changes to your Order

4.1 You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order, by contacting our Customer Care at

4.2 With your consent and at our discretion, We may make a change to your Order as an alternative to cancelling it in the circumstances set out in clause 5.2 or at the exercise of our discretion under clause 8.3.

4.3 Where changes are made to an Order under either of the preceding sub-clauses We will re-issue the Order confirmation to you via email.

  1. Cancelling your Order

5.1 You have the limited rights set out in this clause 5 to cancel an Order.

5.2 You may cancel your Order in the following circumstances:

5.2.1 at any time up to four hours before the collection time set out in Our email acceptance of your Order, via the App; or

5.2.2 at any time up to four hours before the collection time set out in Our email acceptance of your Order, by contacting our Customer Care team at; or

5.2.3 after We have collected your item(s) if We are affected by an Event Outside Our Control, by contacting our Customer Care team at

5.3 Cancelling your order less than four hours before a collection or failing to be present for collection is due will incur a $5 additional charge.

  1. Our rights to cancel your Order

6.1 We may cancel your Order and the contract between you and Us in the following circumstances:

6.1.1 as a result of an Event Outside Our Control; or

6.1.2 if you fail to make Items available for collection; or

6.1.3 if we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded Items please refer to

6.2 If we cancel your Order we will contact you by phone or email and:

6.2.1 where We have already started work on your Order, We will not charge you anything and you will not have to make any payment to Us; and

6.2.2 we will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.

  1. Collection and redelivery

7.1 Subject to clause 12, We will use reasonable endeavours to collect and re-deliver Items at the times specified in the Order but we cannot guarantee to do so. We will use reasonable endeavours to communicate any delay to you by phone or email.

7.2 If you are not available to accept redelivery of Items, We will contact you by phone or email to arrange redelivery at your convenience.

7.3 If delivery is not possible due to your unavailability at the designated time, a redelivery charge of $5 will be charged to you for each subsequent attempt of delivery to you. Laundromap will endeavour to find a suitable redelivery time. However, if a redelivery is urgent, it is up to you to organise a same day courier or collection from the facility.

7.4 If you have failed to accept or arrange redelivery of an Item for more than 90 days after the redelivery date specified in the Order we may dispose of the Item or donate it to an accredited charity of Laundromap’s choice.

7.5 Subject to this clause 7, all Items collections and re-deliveries must be acknowledged by a signature.

7.6 You may arrange to have Items collected from, or re-delivered to, a third party, on the condition that you do so at your own risk and the third party is prepared to sign an acknowledgement on your behalf.

7.7 You may, by written instructions to us (via special instructions in the App), request Us to leave an Item in an agreed location without providing Us with a signature of acknowledgement. If you do so, it is at Our discretion and entirely at your own risk and we shall not be liable to you for any damage or loss of Items re-delivered on this basis.

  1. Service standards

8.1 We will provide the Services with reasonable care and skill in accordance with good industry standards.

8.2 We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example (and without limitation) if an address is incomplete or inaccurate, or if you fail to accept redelivery of Items in accordance with an order.

8.3 We may contact you by phone or email if we consider any Items submitted to us are at an increased risk of damage, including, but not limited to, Items:

8.3.1 with special requirements or instructions for cleaning;

8.3.2 with no label indicating cleaning instructions;

8.3.3 which are damaged or stained; or

8.3.4 bearing an extraneous or hazardous thing such as, but not limited to, pins, jewellery, coins, keys and pens,

and at our discretion and with your consent, may agree to provide the Services at your risk in respect of those Items.

8.4 Wash and Fold Orders

8.4.1 Checking Items

Please ensure to thoroughly check all Items for hazardous Items such as, but not limited to, pins, jewellery, coins, keys and pens, as we hold no responsibility for any Items that are lost or damaged as a result of the cleaning process.

8.4.2 Washing and Drying Process

The load is washed at a 30 degree cycle and tumble dried at a medium heat. As we process a high volume of Items we will not be able to vary these settings. Please note that Items are not ironed.

8.4.3 Colour Separation

We will separate the Items into lights and darks for the cleaning process. Although we will take the utmost care in doing this, we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.

8.4.4 Size of Bag

We will measure the laundry by weight. The minimum weight is 6kg and every additional kg over 6kg will be charged in accordance with the pricing schedule on the Website. We will update you with the cost of your Order after we have weighed the Items at the facility. You will receive a confirmation email stating the weight and price of your Order. Any orders below 6kg will be charged at the Wash, Tumble Dry & Fold price as set out in the pricing schedule on the Website.

8.4.5 Damaged Items

We will not be liable for damage to Items as we wash by the load and do not inspect the care labels of each garment. For garments that need special treatment such as, but not limited to, leather, silk, cashmere, fur, velvet and other delicate garments. Please ensure that Items can be machine washed and tumble dried.

8.4.6 Excluded Items

The Wash and Fold will not include any bedding and towelling products. If these are included as Items in your Order, they will be added as individual products and your bill will be amended accordingly.

8.4.7 Tagging

Laundry Items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing Items.

8.5 Pre-paid Bundles, including 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses

8.5.1 Pre-paid bundles including but not limited to 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses are pre-paid bundles which offer a discounted, bulk rate. You do not need to order all Items in a bundle at once.

8.5.2 Customers ordering aforementioned bundles will be provided with a reusable Voucher code for the redemption of subsequent orders included within the purchased bundle.

8.5.3 All pre-paid bundle Vouchers are subject to the same terms and conditions of Section 19 unless stated below.

8.5.4 All pre-paid bundle Vouchers have a minimum order of $30.

8.5.5 Pre-paid bundles are non-refundable.

8.5.6 Pre-paid bundles can only be used on the account used to purchase the Voucher and cannot be exchanged or traded.

8.5.7 Pre-paid bundle Vouchers will expire 12 months after purchase.

8.5.8 Pre-paid bundles may be affected by changes to Laundromap’s coverage and service terms.

8.5.9 The purchase of pre-paid bundle includes an initial collection of Items, which is deducted from the total balance of pre-paid Items.

8.5.10 Pre-paid bundle Vouchers will be sent to customers after the successful delivery of their initial order, at which point payment is collected.

8.5.11 Customers cannot use any additional discounts or Vouchers when purchasing a pre-paid bundle.

8.5.12 You can only use one Pre-paid bundle Voucher per order.

  1. If there is a problem with the services

9.1 If there is any problem with the Services please contact our Customer Care team by email at as detailed on the App and tell Us as soon as reasonably possible.

9.2 If you have a complaint about the Services, we will deal with it in accordance with our Complaints Policy on our website. You will not have to pay for Us to deal with your complaint.

9.3 Complaints should be notified to Us within 24 hours of redelivery of any Item if you believe that We are in breach of our obligations under these Terms.

  1. Price and payment

10.1 The price of the Services will be set out in Our price list as set out in the App and will be the price in force at the time you place your Order. Our prices may change at any time, but price changes will not affect Orders that We have accepted in accordance with clause 3.2 or 4.3.

10.2 Our prices include GST. However, if the rate of GST changes between the date we accept your Order and the date of payment, We will adjust the rate of GST on your Items to reflect this change.

10.3 Upon placing an Order we capture your payment but we do not directly charge your card, although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning. If your final total is greater than your captured total due to any necessary or reasonable changes to your Order during the cleaning process, this difference may show on your recent transactions, but the captured amount will be released when we have taken the full payment.

10.4 We will take payment from the debit or credit card of which details were supplied with your Order. If for any reason we are unable to take payment you will become liable to Us for the sum due plus interest at the rate 3% a year above the base lending rate of Our bank at that time. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.

10.5 We reserve the right to apply a minimum payment of up to $1 to any orders valuing between 1c and 99c. For more information about this minimum payment, please contact

  1. Laundromap Rewards

11.1 Once processed and paid, your order will be rewarded with one hanger stamp. Cancelled orders will not be rewarded with hanger stamps. Hanger stamps do not bear any monetary value.

11.2 When you collect enough hanger stamps to earn a Laundromap reward, we will send a notification email to confirm this. Offers will be automatically sent by email when an order is complete and Items have been delivered. Laundromap rewards offers cannot be returned, exchanged or refunded. Laundromap Rewards offers are subject to change without prior notice.

  1. Our liability to you

12.1 Subject to these Terms, we will compensate you for loss or damage which is due to Our negligence.

12.1.1 We will not be responsible for any single Item valued at more than AUD $1000 unless we have received (and acknowledged) notification of the value of this Item prior to Our collection of it, via email to

12.2 We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.3 We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:

12.3.1 failure to notify us of any special requirements or instructions for cleaning the Item;

12.3.2 the fact that the Item has no label indicating cleaning instructions;

12.3.3 any existing damage to the Item at the time of collection;

12.3.4 any extraneous objects left in or on the Item, including but not limited to coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips; and

12.3.5 extraneous packaging provided with the Item, including but not limited to clothes hangers, suit bags or personal laundry bags;

12.3.6 our acceptance of Items which we agree to provide the Services for under clause 8.3;

12.3.7any agreement under clause 7.3;

12.3.8 our disposal of Items under clause

4 We do not exclude or limit in any way Our liability for:

12.4.1 death or personal injury caused by negligence;

12.4.2 fraud or fraudulent misrepresentation;

12.4.3 any loss that cannot be excluded under the Australian Law

12.5 We will not be liable for any special, indirect or consequential loss.

12.6 We will not be liable for any damage to buttons or zips.

12.7 In the event that we issue compensation for damage caused to an Item(s) in our care, be it monetary or a replacement, Laundromap reserves the right to retain permanent ownership of the damaged Item(s).

  1. Events Outside Our Control

13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.

13.2 An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of any of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.

13.3 If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:

13.3.1 We will contact you as soon as reasonably possible to notify you; and

13.3.2 Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or

13.3.3 You may cancel your Order under clause 5.3 or We may cancel it under clause 6.1.1. If your Order is cancelled We will return your Item(s) to you at no cost to you.

  1. Information about us and how to contact us

14.1 We are a company registered in Australia. Our company registration number is 6081693 and Our registered office is Flat 1, 3 Des Swann Drive, Takapuna, Auckland, 0622.

14.2 If you have any questions or if you have any complaints, please contact Us. You can contact Us by e-mailing Us at, or sending a request via the App.

14.3 If you wish to contact Us in writing, or if any clause in these Terms requires you to give Us notice in writing, you can send this to Us by e-mail at We will confirm receipt of this notice by email. If We have to contact you or give you notice in writing, We will do so by notification via the App or by e-mail to the address you provide to Us in the Order.

  1. How we may use your personal information

15.1 We will use the personal information you provide to Us to:

15.1.1 provide the Services;

15.1.2 process your payment for such Services; and

15.1.3 inform you about similar products or services that We provide, unless you indicate that you do not wish to receive such communications by clicking the ‘Unsubscribe’ link at the bottom of any Laundromap promotional email communication.

15.2 We will not give your personal data to any third party other than any Service Providers.

  1. Laundromap Guarantee

16.1 If you are not satisfied with the cleaning of your Items, contact us within 24 hours of delivery and our Customer Service team will assess your Items. Where it is reasonably determined that we can improve on the cleanliness of the Items, we guarantee to re-clean the Items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.

16.2 To request re-cleaning for your Items please email our Customer Care team, explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.

  1. Re-cleaning policy

17.1 The re-cleaning only applies to individual Items which have been cleaned by Laundromap with the original dry cleaning ticket still attached.

17.2 Please note it is not always possible to remove stains. If we cannot remove a stain you will be informed according to the ticket which is attached to your Items. In this instance, we will not offer a complimentary re-clean.

  1. Laundromap Shop

18.1 If you are not entirely satisfied with your purchase on Laundromap Shop, we’re here to help.

18.2 You have 30 calendar days to return an Item from the date you received it. To be eligible for a return, your Item must be unused and in the same condition that you received it. Your Item must be in the original packaging. Your Item needs to be accompanied by the receipt or proof of purchase.

18.3 Once we receive your Item, we will inspect it and notify you that we have received your returned Item. We will immediately notify you on the status of your refund after inspecting the Item. If your return is approved, we will initiate a refund to your credit card. You will receive the credit within a timeframe determined by your card issuer’s policies.

18.4 You will be responsible for paying for your own shipping costs for returning your Item. Shipping costs are non-refundable. Please send your Item to the following address, including a copy of your order confirmation email, so we can proceed to the refund:

Laundromap Australia
Laundromap Shop
523 Parnell Rd, 1052 Auckland

18.5 If you have any questions on how to return your Items to us, please contact

  1. Vouchers and promotions

19.1 Vouchers are subject to expiry dates and value for particular promotions.

19.2 These Terms apply to all Laundromap Vouchers and are subject to Laundromap’s full service terms and conditions and website terms and conditions.

19.3 Vouchers cannot be used in conjunction with any other Laundromap Voucher or any other offer.

19.4 Only one Voucher or code may be used per transaction.

19.5 Vouchers are strictly non-transferable and have no cash value. Placing a Voucher for sale to another person or entity is strictly prohibited and renders the Voucher void.

19.6 Laundromap reserves the right to reject a Voucher on reasonable grounds.

19.7 Laundromap reserves the right to withdraw this offer at any time and without warning.

19.8 To redeem a Voucher you must present the code found on the Voucher at checkout.

19.9 The minimum order value for orders using a Voucher code is $30 or as otherwise specified.

19.10 Once activated, Vouchers must be used within a 24 hours.

19.11 Vouchers are issued on and limited to a one per household basis.

19.12 Vouchers cannot be applied to shop Items or shoe services.

19.13 Vouchers cannot be applied when purchasing some Services.

  1. Referral

20.1 If you refer a friend using the referral code created in the app, we will give the referrer a 25% off Laundromap Voucher. The referred friend will also receive a 25% off Laundromap Voucher.

20.2 All referral Vouchers have an expiry period of 30 days from the date that they are issued.

20.3 To benefit from the referral offer, you (the existing customer) must use the referral code created in the app or the code printed on the direct mail gift card.

20.4 You will only receive their referral Voucher once the referred friend has completed a transaction and the order payment has been processed successfully. Voucher codes will be issued by email.

20.5 The minimum order value for orders using a referral Voucher code or a referral reward Voucher code is $30.

20.6 Referral Vouchers cannot be used in conjunction with any other customer offer or promotion.

20.7 Referral Vouchers are issued on and limited to a one per household basis.

20.8 Referral Vouchers cannot be applied to shop Items and shoe services.

  1. Other important terms

21.1 We may transfer Our rights and obligations under these Terms to another organisation, and will notify you in writing if this happens, however, this will not affect your rights or Our obligations under these Terms.

21.2 This contract is between you and Us. No other person shall have any rights to enforce any of its terms.

21.3 Each of the clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

21.4 These Terms are governed by Australian law and will be subject to the exclusive jurisdiction of the Australian courts.

  1. Collection Charge

23.1 Any Collection Charge can vary, depending on the popularity in your area and when you place an order. The charge will be displayed next to every time slot on the app, if applicable. The Collection Charge will be added to your order total when you place an order. Delivery will remain free.

23.2 If a collection is re-scheduled, you will only be charged with the new slot Collection Charge and any discrepancy will be refunded automatically.

23.3 If a collection is cancelled, you will not be charged for the collection fee.

23.4 The Collection Charge is additional to the minimum spend.

23.5 Any marketing Voucher will still apply to the total order value, including the Collection Charge.

23.6 If a collection is late, a refund of the collection fee will be provided. We try our very best to let our customers know in advance of any potential delay however unfortunately delays can sometimes happen and when they do our agents or Customer Care Team will notify you in advance.

  1. Laundromap Digital Gift Cards

27.1 Digital gift cards cannot be redeemed for cash or returned for cash refund.

27.2 Laundromap accepts no responsibility for digital gift cards after purchase. Please make sure you enter the correct recipient email address.

27.3 Laundromap is not responsible for any loss or damage resulting from lost or stolen digital cards or cards used without your permission.

27.4 Any amount not used from the digital gift card cannot be redeemed on another order.

27.5 These Terms and conditions will not affect your statutory rights.

27.6 Digital gift cards cannot be used in conjunction with any other Laundromap Voucher or any other offer.

27.7 Placing a digital gift card for sale is strictly prohibited and renders the gift card void.

27.8 Only one digital gift card or code may be used per transaction.

27.9 All digital gift cards are subject to a one year expiry from the day of purchase.

  1. Laundromap Gift cards

29.1 Laundromap gift cards are issued by Laundromap.

29.2 This card cannot be redeemed for cash or returned for cash refund.

29.3 You will be responsible for this card after purchase.

29.4 Laundromap is not responsible for any loss or damage resulting from lost or stolen cards or use without your permission.

29.5 Any amount not used from the gift card cannot be redeemed on another order.

29.6 Laundromap reserves the right to amend the terms and conditions or discontinue the card at any time.

29.7 These Terms apply to all Laundromap Vouchers and are subject to Laundromap’s full service terms and conditions and website terms and conditions.

29.8 These Terms and conditions will not affect your statutory rights.

29.9 Gift cards cannot be used in conjunction with any other Laundromap Voucher or any other offer.

29.10 Placing a gift card for sale is strictly prohibited and renders the gift card void.

29.11 Only one gift card or code may be used per transaction.

29.12 Gift cards do not count as referral codes and no parties will receive any bonus credit as referral.

29.13 Expiry date is stated on the gift card.

  1. Assignment

30.1 You shall not be permitted to assign or transfer any of your rights or obligations under these Terms without Our prior written consent.  We shall be entitled (in Our sole discretion) to assign and transfer any of Our rights or obligations under these Terms, and your consent shall not be required for any such assignment or transfer.

  1. Waiver

31.1 We will not be deemed to have waived any right under these Terms unless the waiver is given in writing by Us.  

  1. Entire Agreement

32.1 These Terms constitute the entire agreement and understanding between you and Us relating to the matters dealt with in these Terms and supersedes and extinguishes any previous agreement (whether oral or written) between you and Us in relation to such matters.  Nothing in this clause 32.1 operates to limit or exclude any liability for fraud.

  1. Rights and Remedies

33.1 Unless otherwise expressly provided in these Terms, the rights and remedies set out in these Terms are in addition to, and not in limitation of, any other rights and remedies under or relating to these Terms (whether at law or in equity), and the exercise of one right or remedy will not be deemed a waiver of any other right or remedy.

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