Terms & Conditions

By placing an order with Laundry Doorstep, you agree to these Terms & Conditions.

1. Service Overview
Laundry Doorstep provides wash, dry, fold, optional ironing, pickup and delivery services for everyday household laundry.

2. Load Weight
Laundry is charged according to the applicable weight or service selected at the time of booking. Laundry is weighed by Laundry Doorstep using the dry weight of the items. Where a load exceeds the selected weight allowance, additional charges may apply. We will advise you of any material additional charges before proceeding where reasonably possible.

3. Sorting & Separation
Customers should advise us at the time of booking if whites, colours, delicate items or other garments need to be washed separately. Additional charges may apply where separate washing is requested. If no special washing instructions are provided, suitable items may be washed together using our standard laundry process.

4. Pickup & Delivery
Standard turnaround time is approximately 24–48 hours from pickup. Pickup, delivery and turnaround times are estimates and may be affected by demand, weather, equipment issues, traffic or other circumstances outside our reasonable control. After-hours pickup or delivery may be available by prior arrangement.

5. Booking & Property Access
Customers are responsible for providing accurate pickup and delivery details and ensuring safe and reasonable access to the agreed location. Laundry should be ready for collection at the arranged time. If we cannot complete a scheduled pickup or delivery because the laundry is not ready, access is unavailable, or the customer cannot be contacted, a reasonable missed-service fee may apply where this has been disclosed to the customer before the service.

6. Customer Responsibilities
Before providing laundry to us, customers should:
• Check and empty all pockets.
• Remove money, jewellery, keys, electronics and other valuables.
• Tell us about delicate, damaged or special-care garments.
• Tell us about known stains requiring special attention.
• Ensure items are suitable for normal washing and drying unless special instructions have been agreed.
• Place laundry in a suitable bag or container for collection.
Laundry Doorstep is not responsible for damage caused by objects left inside pockets or garments where the damage was not caused by our failure to exercise due care and skill.

7. Washing & Drying
Laundry is generally processed using standard laundry detergents and normal washing and drying methods. Customers must inform us before collection of allergies, sensitivities, special detergent requirements or garments requiring special treatment. Care labels will be followed where reasonably practicable.

8. Stains & Cleaning Results
We take reasonable care when cleaning customers' laundry; however, complete stain removal cannot be guaranteed. Some stains, discolouration, odours or marks may be permanent. We will advise customers where reasonably possible before applying additional charges for unusually soiled items or additional treatment.

9. Delicate & Special-Care Items
Customers should notify us before pickup about silk, wool, specialty fabrics, embellished garments or other delicate items. Laundry Doorstep primarily provides everyday laundry services and may decline items requiring specialist treatment or professional dry cleaning.

10. High-Value & Sentimental Items
Laundry Doorstep is intended primarily for everyday household laundry. Customers should not include jewellery, designer or luxury garments, unusually expensive items, sentimental items or irreplaceable belongings without discussing them with us beforehand. We recommend using an appropriate specialist service for valuable or irreplaceable garments.

11. Loss or Damage
We take reasonable care when handling customers' laundry. Customers should notify Laundry Doorstep as soon as reasonably possible after delivery if they believe an item has been lost or damaged. Where Laundry Doorstep is responsible for loss or damage, any remedy will be determined in accordance with applicable Australian consumer law and the circumstances of the loss or damage. Normal wear and tear, pre-existing damage, inherent fabric defects, colour instability, shrinkage or deterioration that occurs despite appropriate care may not be attributable to Laundry Doorstep.

12. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

13. Hygiene & Refusal of Service
For the safety of our staff and equipment, Laundry Doorstep may refuse to handle items that are unsafe or unsuitable for normal laundry processing, including items significantly contaminated with bodily fluids, hazardous chemicals, mould or other potentially harmful substances. We may contact the customer if an issue is discovered after collection.

14. Payment
Payment is required according to the payment arrangements communicated when the order is confirmed. Laundry Doorstep may require payment before or at delivery. Outstanding amounts must be paid before completion of the service where reasonably required.

15. Cancellations & Booking Changes
Customers should provide reasonable notice when cancelling or changing a booking. A reasonable cancellation or missed-pickup fee may apply where this has been clearly disclosed before the booking and we have incurred costs because of a late cancellation or missed service.

16. Contactless Pickup & Delivery
Where contactless service is requested, customers must nominate a safe and accessible location for collection and delivery. Once laundry has been delivered to the customer's nominated unattended location, Laundry Doorstep is not responsible for subsequent theft, loss, weather exposure or damage that occurs after delivery, except to the extent responsibility cannot lawfully be excluded.

17. Service Delays
Although we aim for a 24–48 hour turnaround, delays can occasionally occur because of weather, high demand, equipment problems, access issues or other circumstances. Where reasonably possible, we will inform customers of significant delays.

18. Service Area
Laundry Doorstep operates within designated service areas. Availability may depend on the customer's location. Any additional delivery or service charge applicable to an address will be communicated before the service is confirmed.

19. Privacy
Laundry Doorstep collects customer information such as names, contact details, addresses and booking information for purposes including processing bookings, providing services, communicating with customers and administering the business. Information may also be processed by service providers we use to operate our website, communications, payments or business systems. We handle personal information in accordance with applicable Australian privacy requirements.

20. Changes to These Terms
Laundry Doorstep may update these Terms & Conditions from time to time. The Terms & Conditions applicable to an order will be those made available to the customer at the time the order is placed, subject to applicable law.

21. Contact
For questions, booking changes, complaints or concerns regarding your laundry service, please contact Laundry Doorstep using the contact details provided on our website.

Last updated: 29 August 2026