Terms and Conditions

1. Our Contract with You

1.1. These Terms will apply to any Order We accept from you, including any Order that is changed under paragraph 4. By setting up and registering your account, you agree to these Terms and conditions. You will not be able to place an Order without creating an account.

1.2. We may change these Terms from time to time. The current version 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 ensure you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. See paragraph 12.

1.4. If you need to contact Us about an Order, please refer to paragraph 14.

 2. Definitions

2.1. In these Terms, the following words have the meanings set out below:

• App: The Clean Lab Mobile Laundry Application
• Event Outside Our Control: An occurrence beyond Our control, as described in paragraph 13, including unavailability of Service Providers, key personnel, or key materials.
• Item: Any garment, article, or bag of Wash, Tumble Dry, Iron & Fold collected from you in connection with an Order.
• Order: Your order for the Services as set out in the order form submitted.
• Services: Laundry services collected from and delivered to your nominated address.
• Service Providers: Third parties contracted by Us to assist in providing the Services.
• Terms: These terms and conditions, as amended from time to time.

2.2. “Writing” or “written” includes email and notifications via the App.

 3. Placing an Order

3.1. Ensure that you check the details of your Order before submitting it, as we are not liable for any errors you make. For example, verify your address. If you need to make a correction, contact Us as set out in paragraph 14. We will confirm any changes by email. Changes are also addressed under paragraph 4.

3.2. Submission of an Order does not create a contract. The contract arises when We send you an email confirming acceptance of your Order.

3.3. We will assign an order number to each Order and inform you when we accept it. Please quote the order number in all future communications with Us.

3.4. If We are unable to fulfil your Order, we will inform you via telephone, email, or SMS.

3.5. Orders without a voucher code and below the minimum order value will be charged the minimum order value $30.00, which may vary by location and voucher type.

 4. Changes to Your Order

4.1. You may change an Order up to 3 hours before the collection time. Changes made after this time will incur a rescheduling fee of up to $15. You can make changes by contacting Us at clean@cleanlabmobilelaundry.co.nz, or telephone.

4.2. With your consent or at Our discretion, we may alter your Order instead of cancelling it.

4.3. We will issue an Order amendment confirmation to you via email for any changes.

 5. Cancelling or Rescheduling Your Order

5.1. You may cancel or reschedule your Order with no additional charge under the following circumstances:

• Up to three hours before the collection time via the App, email, or telephone.
• If We are affected by an Event Outside Our Control after collecting your Item(s), by contacting Us as stated above.

5.2. Once an Item is collected, you lose any rights to cancel or reschedule under the Consumer Contracts Regulations or equivalent laws.

5.3. Cancelling or rescheduling your order less than three hours before collection or failing to be present may incur an additional charge up to $15.

5.4. Rescheduling delivery less than three hours before or failing to be present may incur an additional charge up to $15.

 6. Our Rights to Cancel Your Order

6.1. We may cancel your Order and the contract in the following circumstances:

• Due to an Event Outside Our Control.
• If you fail to make Items available for collection.
• If We consider any Item does not correspond with the Order, is damaged, lacks cleaning instructions, or does not meet Our acceptance criteria. Contact Us if unsure.

6.2. If We cancel your Order, we will contact you and arrange to return the Item(s) as soon as possible, based on Our availability.

 7. Collection and Delivery

7.1. We will make reasonable efforts to collect and deliver Items at the specified times but cannot guarantee this. We will notify you of any delays by phone, email, push notification, or SMS.

7.2. If you are not available to accept delivery, you can reschedule via the App.

7.3. If delivery fails due to your unavailability, a redelivery charges up to $15 may apply for each additional attempt. You are responsible for arranging urgent redelivery.

7.4. Items not accepted or rescheduled within 90 days may be disposed of or donated to a charity of Our choice.

7.5. You may arrange collection or redelivery to a third party at your own risk, with the third party prepared to sign on your behalf.

7.6. By written instruction, you may request Items be left in an agreed location without a signature. This is at your risk, and We will not be liable for any damage or loss.

 8. Service Standards

8.1. We will provide the Services with reasonable care and skill according to industry standards.

8.2. We are not liable for delays or non-performance due to inaccurate information in your Order or failure to accept delivery.

8.3. We are not liable for Items without care labels but will clean them in the most appropriate manner.

8.4. We may contact you or return Items unprocessed if they are at an increased risk of damage, including:

• Special cleaning requirements or instructions.
• Existing damage or stains.
• Extraneous or hazardous items like pins, jewellery, etc.
• No care label.

8.5. Special instructions are not guaranteed if they deviate from our standard processes or care label instructions.

 9. Wash, Tumble Dry, Iron and Fold Orders

9.1. Check all Items for hazardous objects. We are not responsible for lost or damaged objects or damage due to the cleaning process.

9.2. Laundry is washed at 30 degrees and tumble dried on medium heat. Personal requirements (e.g., temperature, cannot be accommodated, washing liquids – options x 3 to choose from, if no option is chosen we will wash as normal – flavoured liquid.   

9.3. We are not responsible for bleeding or colour transfer during cleaning.

9.4. Laundry is measured per 5kg bag. Charges are based on weight in 5kg increments. Orders below the minimum on the service page will be charged as the stated minimum $30.00.

9.5. We are not liable for damage to Items as we process by load and do not inspect each garment's care label. For special items like leather or silk, ensure they are machine washable and tumble dryable. We are not liable for damage from tumble drying.

9.6. Bedding or towels are not included in Wash, Tumble Dry, and Fold Orders. If included, they will be added as individual products, and your bill will be amended.

9.7. Laundry Items are tagged by load, not individually. We cannot accept liability for missing Items.

 10. If There Is a Problem with the Services

10.1. Contact Our Customer Care Team by email at clean@cleanlabmobilelaundry.co.nz, or telephone at 0800 583 043 if there is a problem.

10.2. Complaints are handled in accordance with Our Complaints Policy. Email us at http://www.cleanlabmobilelaundry.co.nz. There is no charge for addressing complaints.

10.3. Complaints should be made within 72 hours of delivery. Items should be in unworn condition with facility tags (if applicable). If notified more than 72 hours after delivery, we may investigate as a gesture of goodwill but may not accept liability.

10.4. As a consumer, you have statutory rights if Our Services are not carried out with reasonable skill and care. Advice is available from Citizens’ Advice Bureau or Trading Standards. Nothing in these Terms affects these legal rights.

11. Price and Payment

11.1. The price for Services is set out in Our price list on the App or at http://www.cleanlabmobilelaundry.co.nz and will be the price in force at the time of placing your Order. Prices may change, but changes will not affect Orders We have accepted.

11.2. Prices include GST. If the GST rate changes between Order acceptance and payment, we will adjust the GST rate accordingly.

11.3. We capture payment upon placing an Order but do not charge your card directly. Payments are processed after receiving your Order at the facility. If your final total differs from the captured total, the final total will be charged. The captured amount will be released, reflecting within 3 working days.

11.4. If payment is disputed and We incur a chargeback fee, we reserve the right to charge this fee to you. Reimbursement is expected within 30 days, with interest on overdue amounts.

11.5. A minimum payment of up to $30 may apply to orders between $0.01 and $29. Contact clean@cleanlabmobilelaundry.co.nz for details.

 12. Our Liability to You

12.1 In the unlikely event of loss or damage to an item, we will pay compensation up to the value of the service if found liable following an internal investigation. Compensation will adhere to the Fair Compensation Guidelines as provided by the Textile Services Association (TSA). These guidelines consider wear and tear and the age of the item. We may request receipts or statements confirming the purchase price before agreeing to compensation. Compensation will not cover additional costs such as shipping or tailoring.

12.2 Failure to provide valid proof of purchase limits compensation. In this case, our total liability is capped at ten times the price we charge for the service.

12.3 You must inspect items upon delivery. If you believe items are lost or damaged, inform us within 72 hours. We reserve the right to inspect and photograph any alleged damage before processing claims.

12.4 We are not responsible for damage to items that:

• Do not have the original dry-cleaning ticket attached.
• We’re not collected for inspection.
• Have been cleaned by you or a third party.

12.5 We are not aware of the item’s value and recommend arranging insurance for valuable items.

12.6 We will compensate for loss or damage due to our negligence, subject to:

• A cap of $75 per item unless we have acknowledged notification via email.
• No liability for foreseeable loss or damage.

12.7 Our service is not for resale. We are not liable for loss of profit, business interruption, or business opportunities.

12.8 We are not responsible for damage due to:

• Failure to notify us of special cleaning requirements.
• Existing damage at collection.
• Extraneous objects or packaging left in/on the item.
• Normal wear and tear.
• Incorrect labelling or instructions.
• Colour loss, bleeding, or shrinkage, especially in wash and fold services.

12.9 We do not exclude or limit liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of implied terms under the Supply of Goods and Services Act 1982.
• Defective products under the Consumer Protection Act 1987.

12.10 We are not liable for any consequential loss.

12.11 Damaged items will not be considered an unsatisfactory service if damage results from:

• Substandard item condition not identifiable by professional examination.
• Garments that cannot be fully cleaned.

12.12 We are not liable for damage to buttons, zips, and similar parts.

12.13 Items may be tagged with a permanent heat-sealed sticker. Removing these stickers may cause damage, for which we are not liable. Contact our Customer Care Team for support.

12.14 If we issue compensation for damage, we reserve the right to retain ownership of the damaged item(s).

13. Events Outside Our Control

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

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

13.3 If an Event Outside Our Control occurs 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 of the event.
• 13.3.2 Our obligations under these Terms will be suspended, and the time for performance will be extended for the duration of the Event Outside Our Control.
• 13.3.3 You may cancel your Order under paragraph 5.2, or we may cancel it under paragraph 6.1.1.
• 13.3.4 If your Order is cancelled, we will return your Item(s) to you at no additional cost.

14. How to Contact Us

14.1 For any questions or complaints, please contact us through one of the following methods:

• Email: clean@cleanlabmobilelaundry.co.nz
• Telephone: 0800 583 043

15. How We May Use Your Personal Information

15.1 We will use the personal information you provide to us in accordance with our Privacy Policy. For details on how we handle your personal information, please review our Privacy Policy at http://www.cleanlabmobilelaundry.co.nz.

16. Clean Lab Mobile Laundry Quality Guarantee

16.1 Quality Check and Re-cleaning Guarantee
We inspect each garment before returning it. If you are not completely satisfied, contact us within 72 hours of delivery. We guarantee to re-clean your item(s) free of charge. Requests made after 72 hours or without the original dry-cleaning ticket will be considered on a discretionary basis.

16.2 Re-cleaning Request Procedure
To request a re-cleaning, email our Customer Care Team at clean@cleanlabmobilelaundry.co.nz. Include a description of the problem and attach relevant photos. A Customer Service agent may arrange a suitable time for recollection. Please note that re-cleans take a minimum of 48 hours to process.

17. Re-cleaning Policy

17.1 Applicability
The re-cleaning policy applies only to individual items cleaned by us, provided the original dry-cleaning ticket is attached.

17.2 Stain Removal Limitations
It is not always possible to remove all stains. If we cannot remove a stain, we will inform you based on the ticket attached to your item(s). In such cases, we cannot offer a complimentary re-clean.

18. Vouchers and Promotions

18.1 Expiry and Value
Vouchers are subject to expiry dates and specific values for particular promotions.

18.2 Terms and Conditions
Vouchers are subject to Clean Lab Mobile Laundry’s full-service terms and conditions, as well as website terms and conditions.

18.3 Combination with Other Offers
Vouchers cannot be combined with any other Clean Lab Mobile Laundry voucher or offer unless stated otherwise.

18.4 One Voucher per Transaction
Only one voucher or code may be used per transaction, unless stated otherwise.

18.5 Non-Transferable and No Cash Value
Vouchers are non-transferable and have no cash value. Selling a voucher is prohibited and renders it void.

18.6 Rejection of Vouchers
Clean Lab Mobile Laundry reserves the right to reject a voucher with reasonable cause.

18.7 Withdrawal of Offers
We reserve the right to withdraw any offer at any time without prior notice.

18.8 Redemption Process
To redeem a voucher, present the code at checkout.

18.9 Minimum Order Value
The minimum order value for using a voucher is $20 or as specified, including the voucher.

18.10 Household Limitation
Vouchers are issued on a one-per-household basis.

18.11 Exclusions
Vouchers cannot be applied to pre-paid bundles or other discounted products.

19. Referral Program

19.1 Referral Rewards
Existing customers who refer a new customer using the referral code in the App or direct mail vouchers will receive a discount voucher. The referred friend will also receive a discount voucher.

19.2 Voucher Expiry
Referral vouchers expire 365 days from the date of issuance.

19.3 Prohibition of Spam
Mass distribution or unsolicited proliferation of referral codes is prohibited.

19.4 Verification of Referrals
We reserve the right to verify referrals and request proof of eligibility.

19.5 Referral Method
The method of referral is at our discretion.

19.6 Condition for Referral Voucher Issuance
Existing customers will receive their referral voucher once the referred friend completes a transaction and payment is processed successfully.

19.7 No Voucher Issuance for App Installation
Referral vouchers will not be issued for installing the application.

19.8 New Customer Referrals
Referrals must be for new customer orders only.

19.9 Minimum Order Value
The minimum order value for using a referral voucher is $20, including the voucher.

19.10 Exclusions
Referral vouchers cannot be used with other customer offers or promotions.

19.11 Household Limitation
Referral vouchers are issued on a one-per-household basis.

20. Other Important Terms

20.1 Transfer of Rights and Obligations
We may transfer our rights and obligations under these Terms to another organization. We will notify you in writing if this occurs, but it will not affect your rights or our obligations under these Terms.

20.2 Contractual Relationship
This contract is between you and us. No other person shall have any rights to enforce any of its terms.