Terms & Conditions of Service

1. Introduction and Agreement

These Terms and Conditions (Terms) govern your access to and use of the laundry pickup and delivery services (Services) provided by Laundry Load Powered by LaundDry, operated by LaundDry Pty Ltd ABN 38 683 404 248 (Laundry Load, we, us, our), accessible via www.laundryload.com.au (Website).

By placing a booking or using our Services, you (Customer, you, your) agree to be bound by these Terms. If you do not agree, do not use our Services.

We may update these Terms at any time. The version published on our Website at the time of your booking applies. Continued use of our Services after any update constitutes acceptance of the revised Terms.

2. Our Services

Laundry Load provides pickup and delivery laundry services within our designated service areas. Services may include:

• Wash, Dry and Fold
• Ironing (available as an add-on)
• Linen and bedding services
• NDIS-funded laundry support (for eligible participants — see clause 7)

We operate within designated service areas only. We reserve the right to modify, suspend, or discontinue any Service at any time with reasonable notice.

We do not guarantee the availability of any specific time slot or service option. Bookings are subject to availability and our acceptance.

3. Bookings and Orders

All bookings must be made through our Website or by contacting us directly. A contract is formed only when we send written confirmation of your booking. We reserve the right to decline any booking at our discretion.

You are responsible for providing accurate information including your contact details, pickup and delivery address, and any special instructions. We are not liable for issues arising from incorrect information provided by you.

By placing a booking, you confirm you are at least 18 years of age and legally capable of entering into a binding agreement.

4. Cancellations and Rescheduling

You may cancel or reschedule your booking without charge up to 3 hours before the scheduled pickup time.

Cancellations or rescheduling made less than 3 hours before pickup may incur an administration fee of $2.50.

If our driver attends for pickup and no laundry is available or accessible, a missed pickup fee of $2.50 may apply.

We will use reasonable endeavours to meet scheduled pickup and delivery times but do not guarantee timeslots. We are not liable for delays caused by circumstances outside our reasonable control, including traffic, weather, or third-party failures.

5. Pricing and Payment

Our pricing is based on weight, service type, and your location, as displayed on our Website at the time of booking. All prices are in Australian dollars (AUD) and inclusive of GST unless stated otherwise.

A minimum order value applies as displayed on our Website. We reserve the right to adjust pricing at any time, but confirmed bookings will not be subject to price increases.

An invoice will be issued once your laundry has been processed. Delivery will be made upon receipt of payment unless otherwise agreed in writing.

We accept payment by the methods listed on our Website. For NDIS participants, see clause 7 for billing arrangements.

6. Accepted and Excluded Items

We accept clothing, bedding, linen, towels, and similar household textile items suitable for machine washing and tumble drying.

We do not accept:

• Items labelled "Dry Clean Only"
• Silk, leather, fur, velvet, cashmere, or other delicate fabrics requiring specialist care
• Items that are excessively soiled, infested, or pose a hygiene or health risk
• Items without legible care labels
• Large rugs, curtains, or heavily bulky items (unless agreed in advance in writing)
• Shoes, bags, or accessories
• Items containing hazardous substances

If an unsuitable item is discovered after pickup, we will notify you and return it with your order. We accept no liability for damage to excluded items processed at your request.

7. NDIS Participants

Laundry Load provides services to eligible National Disability Insurance Scheme (NDIS) participants. NDIS-funded laundry services may be claimable under support item 01_021_0120_1_1 (Linen Service), subject to your NDIS plan including this support category.

It is your sole responsibility to confirm that your NDIS plan includes the relevant funding before booking. Laundry Load accepts no liability for funding that is unavailable, exhausted, or excluded from your plan.

Plan-Managed Participants

We will invoice your plan manager directly using NDIS-compliant invoicing. You authorise us to share your relevant service and booking information with your plan manager for billing purposes.

Self-Managed Participants

Payment is required upfront. You are solely responsible for submitting claims and obtaining reimbursement directly from the NDIA. We will provide NDIS-compliant invoices upon request.

Agency-Managed Participants

An NDIS Service Agreement must be completed before services commence. We will claim directly through the NDIS portal.

Code of Conduct

All services provided to NDIS participants are delivered in accordance with the NDIS Code of Conduct. Our staff and contractors are trained accordingly and committed to treating all participants with dignity, respect, and confidentiality.

8. Customer Obligations and Prohibited Conduct

8.1 General Obligations

You agree to:

• Ensure items are accessible for pickup at the agreed time and location
• Remove all valuables, cash, jewellery, and personal items from clothing prior to pickup
• Disclose any items requiring special care, treatment, or handling instructions
• Provide accurate and complete contact, pickup, and delivery information
• Ensure a safe environment for our drivers and contractors at your premises
• Comply with all applicable laws in your use of our Services

8.2 Prohibited Conduct

You must not:

• Use our Services for any unlawful purpose or in any way that breaches applicable laws or regulations
• Submit items containing illegal substances, biohazardous materials, or items that pose a risk to our staff
• Provide false, misleading, or deceptive information in connection with a booking
• Engage in harassment, threatening, or abusive conduct toward our staff, drivers, or contractors
• Attempt to reverse-engineer, copy, or replicate our Website, systems, or business model
• Use our Website in a manner that could damage, disable, or impair its functionality
• Engage in conduct that brings our business into disrepute

We reserve the right to immediately suspend or terminate your access to our Services for any breach of this clause, without refund.

9. Intellectual Property

All content on our Website and associated materials, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, data compilations, software, and the overall compilation and design of the Website (collectively, IP), is owned by or licensed to LaundDry Pty Ltd and is protected by Australian and international copyright, trademark, and other intellectual property laws.

The Laundry Load name, logo, and brand are trademarks of LaundDry Pty Ltd. Nothing in these Terms grants you any right to use our trademarks or branding without our prior written consent.

You are granted a limited, non-exclusive, non-transferable licence to access and use our Website for the sole purpose of using our Services in accordance with these Terms. This licence does not include:

• Reproducing, modifying, or distributing any content from our Website
• Using our content for commercial purposes without prior written consent
• Removing or altering any copyright, trademark, or proprietary notices
• Scraping, data mining, or automated extraction of Website content

Any feedback, suggestions, or ideas you provide to us may be used by us without restriction or compensation to you.

10. Limitation of Liability

10.1 Australian Consumer Law

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). For services, these include guarantees that services will be provided with due care and skill, within a reasonable time, and be fit for the purpose disclosed.

Where the ACL applies and we fail to meet a consumer guarantee, your remedies are as set out in the ACL. Nothing in these Terms is intended to exclude, restrict, or modify any right or guarantee you have under the ACL that cannot be excluded by law.

10.2 Limitation Where Permitted

To the maximum extent permitted by law, and subject to clause 10.1, our total aggregate liability to you for any loss, damage, or claim arising out of or in connection with our Services or these Terms (whether in contract, tort including negligence, statute, or otherwise) is limited to the greater of:

• the amount you paid to us for the specific service giving rise to the claim; or
• AUD 100.00.

10.3 Exclusion of Consequential Loss

To the maximum extent permitted by law, we exclude all liability for:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of revenue, profits, business, data, goodwill, or anticipated savings
• Loss arising from your failure to comply with your obligations under clause 8
• Loss or damage to items resulting from pre-existing damage, undisclosed fragility, or failure to follow care label instructions
• Items lost or damaged due to valuables left in garments in breach of clause 8.1

10.4 Damage and Loss Claims

We take reasonable care in handling all items. Where an item is damaged or lost in our care, you must notify us within 48 hours of delivery with photographic evidence where available. Claims submitted more than 7 days after delivery may not be accepted.

We are not liable for damage caused by following garment care label instructions or handling items you have not disclosed as delicate.

10.5 Website and Technology

To the maximum extent permitted by law, we make no warranties regarding the availability, accuracy, or reliability of our Website. We are not liable for any loss arising from Website downtime, technical errors, or unauthorised access to our systems.

11. Indemnity

To the maximum extent permitted by law, you agree to indemnify, defend, and hold harmless LaundDry Pty Ltd and its officers, employees, contractors, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:

• Your breach of these Terms
• Your violation of any applicable law or third-party rights
• Your submission of items that cause damage to our equipment, premises, or personnel
• Any false or misleading information provided by you in connection with a booking

12. Privacy and Data

Laundry Load collects, uses, and discloses personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Our full Privacy Policy is available at www.laundryload.com.au/privacy.

We collect personal information including your name, address, contact details, and payment information to provide our Services, process payments, send service communications, and improve our offerings.

For NDIS participants, we may disclose relevant service information to your plan manager, support coordinator, or the NDIA as required to facilitate billing and compliance.

You may request access to, or correction of, your personal information by contacting us at info@laundryload.com.au. We will respond within a reasonable time in accordance with the APPs.

We implement reasonable technical and organisational measures to protect your personal information from unauthorised access, disclosure, or loss.

13. Suspension and Termination

We may suspend or terminate your access to our Services immediately and without notice if:

• You breach any provision of these Terms
• We reasonably suspect fraudulent, abusive, or unlawful conduct
• You fail to pay any amount owing under these Terms
• We are required to do so by law or regulatory authority

Termination does not affect any accrued rights or obligations of either party. Clauses 9 (Intellectual Property), 10 (Limitation of Liability), 11 (Indemnity), and 14 (Governing Law) survive termination of these Terms.

14. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia, without regard to its conflict of laws principles.

Each party irrevocably submits to the exclusive jurisdiction of the courts of New South Wales and the Federal Court of Australia, and any courts of appeal therefrom, for the resolution of any dispute arising out of or in connection with these Terms or our Services.

Nothing in this clause prevents either party from seeking urgent injunctive or other interlocutory relief from a court of competent jurisdiction.

15. Disputes and Complaints

We are committed to resolving disputes quickly and fairly. If you have a complaint, please contact us in the first instance at info@laundryload.com.au. We will acknowledge your complaint within 2 business days and endeavour to resolve it within 10 business days.

If a dispute cannot be resolved directly, either party may refer the matter to mediation before initiating legal proceedings. Costs of mediation will be shared equally unless otherwise agreed.

You may also have rights to raise complaints with relevant regulatory bodies, including the NDIS Quality and Safeguards Commission (for NDIS-related matters) and the Office of the Australian Information Commissioner (for privacy-related matters).

16. General Provisions

16.1 Entire Agreement

These Terms, together with any Service Agreement and our Privacy Policy, constitute the entire agreement between you and Laundry Load regarding our Services and supersede all prior agreements, representations, or understandings.

16.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, or severed, and the remaining provisions will continue in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision of these Terms will not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorised representative of Laundry Load.

16.4 Assignment

You may not assign or transfer any rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to a related body corporate or in connection with a sale of our business.

16.5 Force Majeure

We are not liable for any delay or failure to perform our obligations under these Terms where such delay or failure arises from circumstances beyond our reasonable control, including but not limited to acts of God, pandemic, flood, fire, government action, industrial dispute, or failure of third-party services.

16.6 No Relationship

Nothing in these Terms creates a partnership, joint venture, agency, employment, or franchise relationship between you and Laundry Load.

17. Contact Us

For all enquiries, complaints, or legal notices, please contact:

This document has been prepared as a general commercial draft and does not constitute legal advice. It should be reviewed by a qualified Australian solicitor before publication.