Terms of Service

1.1These terms govern the laundry services supplied by A.C.N. 690 886 009 PTY. LTD. (ABN 72 690 886 009), trading as Sydney Commercial Laundry. In these terms, "we", "us" and "our" mean Sydney Commercial Laundry, and "you" and "your" mean the business or person subscribing to or using our services.

1.2By subscribing to or using our services, you agree to these terms. If you don't agree with them, please don't use the service — and if something in here doesn't work for your business, talk to us before you sign up. We'd rather have the conversation early.

1.3These terms apply to every location, account user and subscription plan under your account.

2.1We provide commercial laundry pickup and delivery on a subscription basis to businesses in Greater Sydney. What's included depends on the plan you select at signup.

2.2The service is a commercial wash, dry and fold service. Items are washed at commercial temperatures, tumble dried, folded and returned to you.

2.3We can service multiple locations under a single subscription. Enterprise accounts can be set up with custom routing across unlimited locations — talk to us and we'll build it around your sites.

2.4We may change or discontinue a service by giving you 30 days' written notice. If a change materially affects your subscription, you can cancel without penalty before it takes effect.

2.5If you need something urgent or outside your normal schedule, please put it in writing. Urgent and out-of-schedule requests are only locked in once we've confirmed them by email — a phone call or a word to the driver isn't enough for us to guarantee it, because our routes are planned in advance.

3.1Subscriptions are billed weekly in advance through Stripe. The service is prepaid.

3.2By subscribing, you authorise recurring automatic payment of your subscription fees.

3.3Your subscription renews automatically each week until you cancel it in line with clause 7.

3.4Prices are in Australian Dollars and exclude GST. GST is applied at checkout where it applies.

3.5If a payment doesn't go through, we'll let you know straight away so you can update your details. Your next pickup will be scheduled once the payment has cleared, and normal service resumes from that point. If the payment stays unresolved, we may close the account.

3.6Please come to us first with any billing question. We can almost always sort it out the same day. Raising a bank dispute or chargeback before contacting us makes it slower for both of us, and we may need to suspend service while the dispute is resolved and recover the disputed amount and any costs involved.

3.7We may end the agreement for a breach of these terms by giving you 7 days' written notice. We reserve the right to end it immediately where the account is used unlawfully or fees remain unpaid.

3.8Changes to pricing. If we increase your subscription rate or any of the ancillary charges in these terms, we'll give you at least 30 days' written notice, and you're free to cancel penalty-free before the new rate applies.

4.1Where you take up an annual prepay offer, you pay for 50 service weeks and receive 52. The two additional weeks are applied at the end of the prepaid term.

4.2Annual prepay is a discounted rate given in exchange for payment upfront, so the prepaid amount is not refundable as a matter of course. If your circumstances change — you close, relocate outside our service area, or something similar — get in touch and we'll look at it case by case under clause 8. Where we agree to unwind a prepaid term, any refund or account credit is calculated on unused whole weeks, less the value of the two free weeks and any discount already received.

4.3Cancellation of an annual prepay subscription follows the notice requirement in clause 7.

5.1Each plan includes a weekly volume allowance and a set number of scheduled pickups, as published on our pricing page at the time you subscribe.

5.2Volume above your weekly allowance is charged at a flat overage rate of $4.50 per kilogram plus GST, on every plan. Overage is calculated on the weight processed in that service week and invoiced with your next billing cycle.

5.3Unused kilograms don't roll over from one week to the next.

5.4If you're consistently going over your allowance, tell us — moving you up a plan is almost always cheaper than paying overage, and we'll say so.

6.1You can upgrade your plan at any time, and we'll bring it into effect as soon as we practically can.

6.2If you upgrade at the start of a billing week, the full price of the new plan applies for that week.

6.3If you upgrade mid-week, you pay the difference between your current plan and the new one for that week. We'll issue an invoice for the difference and the upgrade takes effect once it's paid.

6.4Downgrades require 30 days' written notice. Your current plan continues at its current rate through the notice period, and the lower rate applies from the first billing week after the notice expires.

7.1We don't advertise or impose lock-in contracts, and we don't ask you to justify leaving.

7.2To cancel, give us 30 days' written notice through your customer portal or by email. Service continues and is billed as normal through the notice period, and stops at the end of it.

7.3Cancelling stops future billing from the end of the notice period. It doesn't reverse amounts already charged — see clause 8.

7.4On cancellation, please return any bags, keys, fobs or access cards we're holding under clauses 11 and 13.

8.1Our service is a prepaid business-to-business service. Subscription fees are charged in advance of each weekly service period.

8.2As a general rule we don't issue refunds. Once a billing period has started, the fee for that period isn't refundable — whether or not you present laundry for collection during it. That includes unused portions of a billing period, periods where service is paused for non-payment, and any period after the subscription ends.

8.3A pickup recorded as attempted under clause 9.5 counts as the completed scheduled service for that period, and no refund or credit applies to it.

8.4Charges for additional appointments, urgent requests, driver waiting time or unreturned bags aren't refundable once the service has been performed or the charge incurred.

8.5Exceptions. We know that rules like this occasionally meet a situation they weren't written for. If you think your circumstances warrant one, write to us and we'll consider a refund or account credit case by case, on its merits. We're not obliged to grant one, and granting one doesn't set a precedent for future requests — but we'd rather look at it than hide behind a policy.

8.6If a service wasn't up to standard, please don't go straight to a refund request. Tell us within 24 hours under clause 12.6 and in most cases we'll recollect and reprocess the affected linen at no charge, which gets you a better outcome than money back.

8.7To stop future billing, see the cancellation terms in clause 7.

8.8Nothing in this clause limits any right to a remedy you have under the Australian Consumer Law.

9.1Please give us accurate pickup location details and access information, and let us know in writing whenever they change.

9.2Laundry needs to be bagged and ready for the driver to collect. Items that aren't bagged properly won't be collected — the driver has a route to run and can't sort loose linen on site.

9.3If you need loads kept separate, bag them separately and label them clearly and visibly. Where separately bagged loads aren't labelled, we're not responsible if they're combined in processing. Our pricing is based on bulk laundry processing rather than individual small loads.

9.4Please check pockets before bagging. We can't take responsibility for items left in pockets or for loads that arrive incorrectly sorted.

9.5If we arrive and there's nothing ready to collect, or we can't get in, the run is recorded as attempted and counts as the scheduled pickup for that period. Your driver and route slot were held for you. If you know in advance you won't have anything, tell us before 6pm the day before and we'll skip the run instead.

9.6We may decline heavily soiled, contaminated or hazardous items. If we do, we'll tell you why and, where we can, suggest a way to handle it.

9.7Additional appointments outside your scheduled pickups are charged from $35 plus GST. The final charge depends on distance and time, and we'll confirm it with you before we attend.

10.1We operate scheduled collection and delivery routes by area. Your pickup and delivery happen when we're servicing your area on your service day.

10.2We don't offer a nominated time of day as part of the standard subscription, and no specific time is guaranteed. This is what keeps route-based pricing at a fraction of on-demand rates, and we'd rather be upfront about it than promise a window we can't hold.

10.3Before your first service, please give us your full access details — building access, security, keys, parking, gates, or an on-site contact. Let us know in writing whenever any of that changes.

10.4If you need a specific time or time window, ask us. We'll use reasonable endeavours to accommodate it. Accepting a time request is at our discretion and only takes effect once we've confirmed it by email.

10.5Where a time request, or a change you ask for, means altering our scheduled route, an additional charge may apply, calculated on distance and time and subject to the minimum in clause 9.7.

10.6Any time or window we accept is indicative. We're not liable for failing to attend within a requested window, and clause 10.7 applies.

10.7We make reasonable efforts to meet scheduled pickup and delivery times, but we're not liable for delays caused by things outside our control, including traffic, weather, and access failures.

10.8Where we attend and can't gain access, or laundry isn't presented as set out in clause 9.2, the run is recorded as attempted under clause 9.5.

11.1Please provide us with an unassisted way to reach your collection and delivery point — a key, access fob, keypad or door code, NFC or swipe card, or an equivalent arrangement agreed in writing.

11.2The reason is simple: our driver shouldn't have to wait for someone to come and let them in. Every minute at your door is a minute off someone else's collection. Arrangements where a person needs to let the driver in are accepted only where we've confirmed them in writing.

11.3Any key, fob or card you give us is held on loan, used only to perform the service, and returned to you when your subscription ends.

11.4Please tell us in writing before anything about your access changes — a new code, a changed lock, a new building manager or access provider. A five-second heads-up saves a missed collection.

11.5Each scheduled appointment allows for up to 10 minutes on site.

11.6Where our driver is held up beyond 10 minutes for reasons on your side — access unavailable, laundry not ready, or nobody attending as arranged — an additional charge applies from $35 plus GST, depending on the time involved.

11.7If we can't get in within 10 minutes of arrival, the driver may need to move on. The run is recorded as attempted under clause 9.5, and the charge in clause 11.6 applies in addition to the subscription fee for that period.

12.1We take reasonable care with every order, process orders in line with applicable Australian and commercial laundry standards, and pass all orders through multiple checks before delivery. Detailed process documentation is available on request for medical, childcare and other clients with hygiene compliance obligations.

12.2If we lose or damage an item through our handling, tell us within the timeframe in clause 12.6 and we'll investigate. Where we're responsible, we'll cover the reasonable replacement value of the item, up to a maximum of the value of four weeks' subscription fees on your account.

12.3We can't guarantee stain removal. We'll always give it our best effort, but some stains don't come out of commercial linen.

12.4We're not responsible for pre-existing damage, staining, wear or shrinkage, or for items that aren't suitable for commercial laundering. If you're not sure whether something is suitable, ask us before you send it.

12.5We're not liable for indirect, consequential or special loss of any kind.

12.6Please report any issue within 24 hours of receiving your delivery, through the customer portal or by email. Disputes raised outside that window can't be considered — commercial linen turns over quickly, and after 24 hours we can no longer trace an order back through the wash. A quick message on the day is all it takes.

12.7Nothing in this clause excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

13.1The bags we provide are commercial-grade reusable bags, supplied on loan for the duration of your subscription. They remain our property.

13.2If you've been with us continuously for more than 12 months when your subscription ends, the bags are yours — keep them, with our thanks. Nothing to return and nothing to pay.

13.3Otherwise, please return all bags when your service ends.

13.4Bags not returned under clause 13.3 are charged at $35 plus GST per bag.

13.5Additional bags purchased separately (at $35 plus GST each) are yours from the moment you buy them — clauses 13.1 to 13.4 don't apply to purchased bags.

14.1Your customer portal lets you manage pickup schedules, request additional pickups, view invoices and payment history, manage team access, update billing details and view usage reports. Team access is available on every plan.

14.2You agree not to misuse the portal, submit false information, or use our services for any unlawful purpose or one prohibited by these terms.

14.3You're responsible for activity under your account, including by team members you give access to.

14.4We may suspend or close accounts that breach these conditions, and may take legal action, including recovering outstanding amounts and associated costs.

15.1We collect and handle your information in line with our Privacy Policy, which forms part of these terms.

15.2Payment details are handled by Stripe, our payment processor. We don't store your full card details on our systems.

16.1All content on our website and portal — text, design, software and branding — is owned by us or our licensors, and can't be copied, reproduced or distributed without our written permission.

17.1We update these terms from time to time, and the current version is always published here.

17.2Where a change materially affects your subscription, we'll give you at least 30 days' written notice to your account email address before it takes effect. If the change doesn't work for you, you can cancel penalty-free before it applies.

17.3A copy of the current terms, or any previous version, is available on request at any time.

18.1What “in writing” means. A written notice under these terms means an email to info@sydneycommerciallaundry.com.au, or a request lodged through your customer portal. We’ll write to you at the email address on your account. Notices take effect on the day they are sent, or the next business day if sent after 5pm or on a weekend or public holiday.

18.2Governing law. These terms are governed by the laws of New South Wales, Australia, and disputes are subject to the exclusive jurisdiction of the courts of New South Wales.

18.3Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you may have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

18.4Talk to us. Questions about these terms, or anything else — email info@sydneycommerciallaundry.com.au or call 0468 063 762.