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Terms and Conditions

Hi there.

Here at Laundry Online® (referred to as “we”, “us”, “our”, or “Laundry Online®”), we are very grateful and appreciative to have you (referred to as “customer”, “your”, or “you”), entrusting us to take care of your laundry. We take pride in providing you with the best service we possibly can.

However, in the situation where things don’t quite work out as intended, our aim is to resolve issues or concerns that you may have, in a fair, reasonable, and timely manner.

To that end, the following Terms and Conditions are intended to help explain and clarify the following:

Use of Laundry Online® services

By using Laundry Online® you acknowledge and accept these Terms and Conditions, including any Terms and Conditions relating to Third-Party Service Providers.

You agree to only use our services for laundering of standard residential household laundry, that could be reasonably assumed to accummulate as part of normal weekly or fortnightly residential household activity, and which could ordinarily be laundered at home (E.g. Normal clothing, bed linen, towels, non-rubberised bathroom mats, table cloths, thin mattress protectors). Also included are household items that you might get laundered less often, but never the less would be considered normal residential household items (E.g. Blankets, duvets inners, electric blankets).

You agree not to use our services for laundering of non-standard residential items, and items not listed as Add-ons. E.g. Curtains, rugs, decorative wall coverings, floor mats (except for non-rubberised bathroom mats), certain types of furniture covers, and outdoor coverings.

We reserve the right to not launder any item, for any reason, whether specified within these Terms and Conditions, or not.

Suitability of items for wash, and dry processes.

By using our wash and drying services, you agree that the items you have provided to us for putting through these processes are suitable to be washed in water, on a normal cycle and temperature (approx 36 – 40 deg Celcius), and dried using heat in a tumble dryer.

We are not responsible for any damage to clothing and other items provided, that are not suitable for these standard laundering processes.

Certain laundry items not to be washed or dried.

We reserve the right to refuse to service items that we feel may be hazardous or unhygienic to our staff, and other laundry users, such as items that are soiled with human or animal waste, or blood. This is for the health and safety of everyone using the laundry.

We reserve the right to refuse to service items that we feel may damage or be problematic to our machinery and equipment, or which appear to be incompatible with the laundering of other Customers clothes and other common laundry items. For example, items covered with grease, metal filings, glass, or containing plastic or rubber type materials, car mats, footwear, or items covered with excessive hair or animal fur.

We may also refuse to launder items that we feel may become damaged or may cause damage to other laundry items of yours, or that may compromise the cleaning outcome of your other laundry. E.g. A clothing item that still has a dye security tag attached to it, or a brand new item that is likely to release dye, or excessive lint.

We also reserve the right to refuse to launder items that we do not consider to be standard residential household laundry or a specified Add-on.

Damaged Laundry and Property

You are responsible for checking your pockets and laundry items to make sure that no items are left in pockets (E.g. pens), or attached to clothing (E.g. belts) and other items, that should not be laundered.

We will endeavor to avoid damaging your laundry, or items you may have inadvertently left in or among your laundry. Unfortunately, there are limitations to what we can do in regard to avoiding causing damage. For example, it is impractical for us to check your pockets to see if you have left anything in them. Therefore, we can’t be held responsible if something left in your laundry (like lipstick, chewing gum, cigarette lighter, paper, pen, nails, screws, etc.) causes any damage. Similarly, if you call and tell us that you left your bank card, or anything else, in your laundry, we will do our best, as far as practical, to locate it prior to the start of the laundry process; however we can’t guarantee that we will find it, prior, during, or after your items are laundered.

All laundering processes, regardless of how gentle, cause normal wear and tear on items being cleaned. As a result, we cannot be held responsible for any wear, tear, or damage to laundry items, including stitching, fastenings, loss of buttons, zip fastenings, bra underwire, fading, fatiguing, holes, or abrasions. We reserve the right to decline cleaning any particular item if we believe it will lead to trouble.

Cleaning and drying laundry also creates other risks. Your items are washed and dried together (I.e. as single loads) as part of our standard procedure. We do not individually examine every garment or Care Label prior to placing it in to our laundry machinery. Therefore, it is your responsibility to check your laundry items to determine if something is “dry-clean only,” or recommended for dry cleaning, or otherwise unsuitable for common washing and drying techniques. We can’t be held responsible for the re-disposition of colours (i.e. dye bleeding) or dimensional changes (aka shrinking or stretching). Laundry Online® does not hand-wash any items.

If you determine that items are not suitable for normal wash and / or drying processes, then it is your responsibility to either a) not include these items in your laundry, or b) clearly separate these items, and communicate to us how you want your items processed, using the ‘Laundry Separation’ option, and accompanying text box with your instructions. For example, if you have a new item of clothing that you have placed in your laundry with everything else, there is no way for us to know that it is new, and that it should be washed separately due to the possibility of colour run occurring. It is your responsibility to separate and instruct us of how we are to proceed with these items.

ΔTip: Use the Laundry Separation option, if necessary.

As a rule, we do not separate laundry on your behalf, because of any potential issues that might occur as a result of how we have separated the items. If you do not clearly separate your laundry, and instead leave that task to us, you agree not to hold us responsible for any subsequent issues that might arise as a result of how we have interpreted your instructions, separated, washed, and dried your laundry.

Certain items cannot be laundered without having attachments removed. You are responsible for removing any such attachments. For example, electric blankets that have electrical cords that need to be unclipped from the main blanket. By not detaching / removing any attachment yourself, you agree for us to undertake this process, and accept that if any damage occurs to the actual item(s), or any attachment(s), in the process of removing it/them, or laundering of the item, that we cannot be held responsible for this. The same terms apply for attaching / connecting attachments at the end of the laundry process. IMPORTANT: It is your responsibility to provide clear written instructions you wish to give us in regards to washing and drying of your laundry items. Use the ‘Laundry Separation’ text box, or ‘Order Notes’ text box to provide us with your written instructions.

Missing laundry items

We would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result we can’t be held responsible for any lost laundry; we simply have no efficient way of verifying that we actually received any particular piece of laundry in the first place.

Rest assured though, we carefully track your laundry. For instance, we tag all your bundles of laundry and bulky items with your name, and your clothes are never loose in our facility unless they’re inside a machine, on a folding table or storage shelf, or in their own laundry cart or some other type of container.

If you do believe you are missing something from your laundry, please notify us within 24 hours of receiving your laundry items — we are much more likely to find misplaced laundry if it is reported early.

Residential Pick-up and Delivery

We only pick up and deliver to addresses within our Service Areas. Depending on the location or the time of the pick up / delivery a fee may apply. This will be communicated at the point that you place your initial Order.

If we implement a pick up / delivery fee for an existing Service we will advise you 14 days before the fee becomes effective so that you will have the opportunity to cancel any future orders before the fee is effective.

During the ordering process, you must select a day of the week for us to pick up your items. You agree to provide us with complete and accurate information that we ask you to provide to enable us to fulfil the Service.

Our Residential pick up and return services are only available on the days listed on the Laundry Online® website. While you can select the pick up date, the return date is determined by the service package you have purchased, and our listed days of operation for this service.

While we will always do our best to pick-up and return your laundry as scheduled, we can’t be held accountable if we are late for unforeseen circumstances. We will do our best to notify you of the delay as soon as possible. Similarly, we hope that you will strive to be on-time for our pick-up and delivery. If you do miss a pick-up or delivery, we will try to coordinate an alternate day as soon as possible.

If you need to reschedule or cancel your pick-up or drop-off, please notify us at least two hours prior to the start of your scheduled pick up or return. Because our pick up and return time slots are between 7.00 am, and 9.30am, you would need to contact us no later than 5am on the scheduled day of pick up or return. You can contact us via our website Contact Form / Message box, or by Email. IMPORTANT: Do not call our landline number to reschedule or cancel your pick up or return, as this is not a 24 hour number.

A No Show is when we show up to your door, but your laundry isn’t around. In the case of a No Show, we reserve the right to charge a $7.50 No Show fee. Keep in mind, there’s no fee if you cancel or reschedule more than 2 hour before the start of your delivery window.

We will only undertake work and treatments on laundry that has been paid for.

Laundry Online® services are for domestic and private use only. You agree not to use this service for commercial, business, or re-sale purpose, and we have no liability to you for any losses of any kind that may be incurred, such as loss of business, business interruption, or loss of business opportunity.

Unattended laundry

Laundry Online® and its subcontractors are not responsible for, and shall not pay for any loss, damage, or theft of items, left unattended by the customer prior to us collecting it, or by us, after we have returned the items to an address as instructed. Laundry Online® reserves the right not to leave items in the possession of any person that is a different person from the person who submitted their details as part of the online order process. It is presumed by Laundry Online® that the purchaser of the service is the owner of these items. To ensure there are no issues, please advise us of who we are able to return your laundry and Add-on items to. For pick-up purposes, it is the customer’s responsibility to ensure that their laundry bag(s) and any Add-on items are in the possession of a Laundry Online® representative. In the case where we attend an address for a pick up and cannot locate the items that are to be picked up, we will attempt to contact you as soon as reasonably able, to confirm that we have been unable to locate the items.

Abandoned items

In the case of any item(s) of yours that we have had in our possession for 90-days or more, despite our reasonable efforts to contact you to arrange delivery to you in the case of Pick-up / Drop-off services, we shall consider the item(s) abandoned, and will dispose of at a time and in a manner of our choosing.

Use of Third-Party Service Providers

Laundry Online® reserves the right to utilize any outsourcer, vendor, or outside service provider for any service, without notice to the customer. Laundry Online® is not responsible for, and will not be held liable for, any damage or loss due to the acts or omissions of its vendors, third party outsourcers, or service providers.

Force Majeure (extraordinary event or circumstance)

If the performance by Laundry Online® is prevented by reason of “force majeure” (which shall include prevention occasioned by fire, casualty, accident, act of God, natural disaster, any law, order, proclamation, regulation, demand or requirement of any government or government agency, epidemics, pandemics or outbreak of communicable disease, quarantines, national or regional emergenices, strikes, labour disputes, shortage of labour or lack of skilled labour, shortage or unavailability of products or raw materials, disruption to water or gas supplies, delay in transit, electricity or communications failures, or other causes whatsoever (whether similar to the foregoing or not) beyond our reasonable control) we shall be excused from such performance to the extent of such prevention.


All prices on this website are in New Zealand Dollars (NZD) and include GST.

From time to time we may need to revise the price of Subscription Products and Services. For any price variations in relation to these Products and Services, we will provide notice by email no less than 14 days before the changes take effect. After such time, we will apply the revised pricing to your existing payment details. You do not need to do anything to accept the change of price. Prices of Products and Services that are not part of your Subscription, may be revised without notice. You are under no obligation to accept the price revision and may suspend or deactivate your Products and Services before Products and Services are delivered under the new pricing plan.

The current prices of the Products and Services will be as quoted on the Site, as updated from time to time.


We use your personal information to provide your requested services to you, including communicating with you in regard to the progress of that service; to process your payments; to ensure your security online; and to inform you of other services and promotional specials that we from time to time offer. You can unsubscribe from receiving any promotional information from us at any time via the email ‘Unsubscribe’ link.

Laundry Online® does not store or collect payment card details and agrees not to share any information provided by you with any third party not directly involved in the provision of the Service (unless required or authorised to do so by law).

Payment options

We currently accept the following credit / visa / debit cards:

  • Visa
  • Master Card
  • American Express

We do not accept cash payments.


Where Laundry Online® agrees to or is required by law to refund your payment pursuant to these Terms and Conditions, we aim to initiate your refund within 14 business days. Any additional time that it takes for you to actually receive your refund will depend upon how quickly your financial institution processes the refund.

Refunds will be paid electronically in to a bank account provided by you, in the name of the person who made the original purchase payment.


To the maximum extent permitted by law, we will not be liable, whether in contract, tort (including negligence) or otherwise for any indirect, consequential or special loss or damage, or loss of profits, loss of data, loss of savings and loss of opportunity.

We reserve the right to remove, suspend or make changes to our website information (including pricing) at any time, without prior notice.

Nothing in these terms and conditions will limit or affect your rights as a consumer under the Consumer Guarantees Act 1993 to the extent that such limitation or other contracting out is prohibited by that Act.

We reserve the right to change these terms and conditions without notice. By using our services, you agree to be bound by the terms and conditions and it is your responsibility that you check to ensure you are aware of the current terms and conditions.

Terms and Conditions last modified on 10.02.2021