Terms & Conditions.

1Booking & service agreement

By booking a service with Laundly, you enter into a service agreement with us on the terms set out below.

• All bookings must be placed through our official channels: laundly.co.nz, our mobile app, phone/text/WhatsApp on 022 176 3261, or email at hello@laundly.co.nz.
• A booking is considered confirmed only when you receive a confirmation from us via your preferred contact method.
• Laundly reserves the right to refuse or cancel any booking at our discretion, including where we consider the items unsuitable for our service, the pickup location unsafe, or where payment cannot reasonably be secured.
• Services are provided within our operating area of Hamilton and the surrounding Waikato region. Availability outside this area is at our discretion.

2Pricing & payment

Our pricing is transparent and confirmed at weigh-in. You only pay after we have collected and weighed your laundry.

• Flat bag pricing: Small ($24), Medium ($34), Large ($44), XL ($59) — final bag size is confirmed by weight at pickup.
• Weight adjustment: If your bag exceeds the size you booked, we will contact you to confirm the upgraded bag size and price before processing. You may decline the upgrade at no charge.
• Add-ons such as express service and premium folding are additional to the base price and shown at booking.
• Payment methods: Cash on delivery to our driver, or online invoice with card payment link sent by email.
• Late payment: Online invoices are due within 7 days of issue. Overdue accounts may incur a 5% surcharge and be referred for debt collection at your cost.
• Commercial accounts operate on separate terms with monthly invoicing — please contact us for details.

3Pickup & delivery

• Free pickup and delivery is included within our standard Hamilton service area.
• Turnaround time: Standard orders are returned within 24–48 hours of pickup. Express service (additional $0.98/kg) returns orders within 24 hours.
• Time windows: You will select a time window at booking. We will do our best to arrive within this window but cannot guarantee an exact time due to traffic, weather, and other operational factors.
• Contactless pickup: You may leave your bag in an agreed pickup location (front porch, security box, etc.). Laundly is not responsible for laundry left in unsecured locations that is stolen, damaged by weather, or otherwise lost before we arrive.
• Failed pickup: If we are unable to complete pickup because you are not available or the laundry is not accessible, we may charge a $10 failed-pickup fee.
• Failed delivery: If we are unable to complete delivery, we will attempt to contact you to reschedule. Repeated failed deliveries may incur a redelivery fee.
• Access: You are responsible for providing safe and lawful access to your pickup and delivery location, including gate codes, parking arrangements, and access instructions.

4Prohibited items

For the health and safety of our staff, equipment, and other customers’ items, we do not accept any laundry containing or contaminated with the following.

Other items we do not accept

• Leather, suede, or fur garments
• Rugs, carpets, or heavily soiled floor coverings
• Wedding dresses, formal gowns, or ceremonial garments (please use a specialist dry cleaner)
• Costumes with embellishments, sequins, or attached decorations
• Curtains and drapes (please book a specialist service)
• Items larger than a standard household duvet
• Any item marked “dry clean only” (unless you specifically waive our liability in writing)

5Washing & drying standards

Our standard washing process is designed to be safe and effective for the vast majority of everyday household laundry. It is applied uniformly to all bookings unless you request otherwise before pickup.

• All clothes are washed on cold water cycles using a fragrance-free and dye-free (“free & clear”) commercial-grade detergent suitable for sensitive skin.
• All clothes are dried on medium heat using a fragrance-free and dye-free dryer sheet.
• Clothes are NOT separated by colour as standard practice. If you require whites, darks, brights, or delicates to be washed separately, you must inform us in writing at the time of booking (via the “special instructions” field).
• Any variation to our standard process (specific temperature, specific detergent, no-heat drying, separate loads by colour, hang-dry only, etc.) must be requested and agreed upon in advance at booking.
• Items requiring special care that were not disclosed at booking will be washed using our standard process, and Laundly accepts no liability for damage caused as a result.

6Liability & damage disclaimer

Please read this section carefully. It sets out the important limits of our liability for garment damage, staining, and loss.

Laundry is provided at the customer’s risk. By using our services, you acknowledge and agree that:

We are not responsible for:

• Damage to garments caused by inherent defects, poor construction, wear and tear, age, or manufacturer error
• Shrinkage, stretching, colour bleeding, colour fading, or shape distortion during normal washing and drying
• Damage caused by items being washed together when the customer has not requested separation by colour or fabric
• Damage to items incorrectly labelled (e.g. marked “machine wash” when they actually require dry cleaning)
• Stains that do not come out during standard washing — some stains are permanent and we cannot guarantee removal
• Items left in pockets, including but not limited to: pens, gum, receipts, cash, coins, jewellery, keys, phones, or any other personal belongings, whether damaged by washing or lost during processing
• Damage caused by items with hidden defects such as loose buttons, weakened seams, worn fabric, or pre-existing tears
• Damage to items containing metal parts (studs, zippers, hooks, embellishments) that scratch or tear other items during washing
• Items with special care requirements not disclosed at booking

Our maximum liability

Where Laundly is found to be liable for loss or damage to your items despite the above disclaimers, our total liability for any single booking is limited to the lesser of:

• Ten (10) times the cost of the affected booking (e.g. maximum $340 on a $34 Medium bag booking), OR
• The verifiable replacement cost of the damaged item, calculated based on original purchase price with depreciation applied (typically 20% per year of age), OR
• NZ$500 total per booking, whichever is lowest.

We are not liable for consequential losses including but not limited to: lost income, disappointment, missed events, replacement rental costs, or emotional distress caused by damage or delay.

7Delicate & valuable items

If you have items you consider expensive, sentimental, or delicate, please read this carefully.

• Do not include high-value or irreplaceable items in your booking (designer garments, wedding attire, family heirlooms, expensive jewellery items, sentimental fabrics). Laundly’s service is designed for everyday household laundry, not luxury or specialist care.
• By including any item in your bag, you confirm you are willing to accept the risk of standard washing as described in Section 5 and agree to the liability limits in Section 6.
• We strongly recommend that items valued over NZ$200 individually be sent to a specialist dry cleaner or handled personally.
• If you require special handling for a specific item, you must notify us in writing at booking. We may accept, decline, or apply an additional handling fee at our discretion.
• Laundly accepts no responsibility for damage to designer, vintage, antique, embroidered, embellished, or beaded items, whether disclosed or not.

8Lost or missing items

• Laundly takes reasonable care to track all items but we cannot guarantee against loss, particularly for small items (socks, underwear, handkerchiefs, small children’s clothing).
• If you believe an item is missing after delivery, you must notify us within 48 hours of delivery in writing (email hello@laundly.co.nz).
• We will search our facilities and vehicle for the missing item, but recovery cannot be guaranteed.
• Where Laundly is found to be responsible for loss, compensation is subject to the liability limits in Section 6.
• Notifications received more than 48 hours after delivery may be declined as it becomes impossible to verify where the loss occurred.

9Cancellation policy

• You may cancel a pickup up to 2 hours before the scheduled time window at no charge. Please contact us via WhatsApp/text on 022 176 3261.
• Cancellations within 2 hours of the scheduled pickup may incur a $10 cancellation fee.
• Once we have collected your laundry, cancellation is no longer possible and full payment applies. If you no longer want the service, we will return the laundry unwashed but you remain liable for the cost of the collection.
• Laundly may cancel a booking if we discover prohibited items, if the pickup address is unsafe, if payment cannot be secured, or for any other reasonable cause. We will notify you as soon as possible.

10Complaints & disputes

• We take feedback seriously. If you are unhappy with any aspect of our service, please contact us within 48 hours of delivery at hello@laundly.co.nz with your booking details and a description of the issue.
• We will acknowledge your complaint within 2 business days and aim to resolve it within 7 business days.
• Where Laundly is found to be at fault, we will offer an appropriate remedy at our discretion — this may include a re-wash, partial refund, full refund, or compensation up to the limits set in Section 6.
• These Terms are governed by New Zealand law. Any disputes not resolved through direct communication may be referred to the Disputes Tribunal or the appropriate New Zealand court.
• Nothing in these Terms limits your rights under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986 where those Acts apply.

11Changes to these terms

• Laundly may update these Terms from time to time. The current version is always available at laundly.co.nz/terms.
• Material changes will be notified to existing customers by email, app notification, or website banner at least 14 days before taking effect.
• Continued use of our services after the effective date of a change constitutes acceptance of the updated Terms.
• The Terms that apply to your specific booking are those in effect on the date the booking was placed.