Terms of Service

Definitions

1. “Laundry Lady Ltd”, referred to as “we,” “us,” or “our” in these Terms, is the entity that facilitates laundry and ironing services through its online booking software.
2. “Franchisees and selected partners” are the independent businesses who provide laundry and ironing services directly to customers. Franchisees are not employees of Laundry Lady Ltd but are responsible for the performance and delivery of all laundry services.
3. “Booking” refers to a request made by a customer for laundry services through Laundry Lady Ltd’s online booking software, app, website, phone, text, or email. A booking is confirmed once accepted by Laundry Lady Ltd, and a Franchisee is assigned to perform the service.
4. “Service” means the laundry and ironing services provided by Franchisees to the customer, as facilitated through Laundry Lady Ltd’s online booking software. This includes the washing, drying, folding, ironing, pickup, and delivery of laundry, as well as any associated advice or recommendations provided in good faith.
5. “Standard Wash” means a cold water washing machine process followed by machine drying. All items will be separated into lights and darks. This is the default laundry process used by Franchisees unless specific alternative instructions are provided by the customer at the time of booking.
6. “Standard Payment Terms” means payment must be completed online via debit or credit card prior to the delivery of the completed service.

General Terms

7. These Terms apply to any Booking accepted by Laundry Lady Ltd via its online booking software, app, website, phone, text, or email.
8. Laundry Lady Ltd may change these Terms from time to time, and the latest version published on our website will apply to your order at the time of booking. For recurring bookings, the Terms in effect on the date of each pickup will apply to that service.
9. Upon submission of a booking through Laundry Lady Ltd’s online booking software, you will receive a written confirmation of acceptance via email, which will include contact details for the Franchisee assigned to your service.
10. Website and Booking App Availability: Our Website and booking app are made available free of charge, although there are charges for Services booked through them. We do not guarantee that our Website and booking app, or any content on them, will always be available or uninterrupted. Access is permitted on a temporary basis. We may suspend, withdraw, discontinue, or change all or any part of our Website or booking app without notice. We will not be liable to you if for any reason our Website or booking app is unavailable at any time or for any period.
11. Laundry Lady Ltd and Franchisees will not be liable for any failure or delay in performance caused by an event outside their control.
12. These Terms constitute the entire agreement and understanding between you and Laundry Lady Ltd.
13. Laundry Lady Ltd may assign and transfer any of its rights or obligations under these Terms without your consent. You may not assign or transfer any rights or obligations under the Terms without our consent.
14. Each clause operates separately. If any clause is invalidated by a court, the remaining clauses will remain in full effect.
15. These Terms are governed by New Zealand law and are subject to the exclusive jurisdiction of the New Zealand courts.
16. Laundry Lady Ltd will not be deemed to have waived any right under the Terms unless it gives the waiver in writing.
17. Laundry Lady Ltd may subcontract provision of the Services (or any part thereof), to our Franchisees and selected partners, who may deal with you directly.

Bookings and Cancellations

18. You can cancel your order any time up to 1 hour before the Franchisee collects your laundry.
19. Cancelling your order less than 1 hour before collection will incur a $15.00 (including GST) administration charge.
20. Laundry Lady Ltd or the Franchisee may cancel your order if:
    
    • Details provided are incomplete or deemed false;
    • There is an event outside their control;
    • You fail to make items available for collection;
    • Any item does not correspond with your order, is damaged, lacks cleaning instructions, or falls outside the scope of accepted items.

Delivery and Collection

21. The Franchisee will use reasonable endeavours to pick up and deliver items at the times specified in your order, but this is not guaranteed.
22. If you fail to accept delivery of items at the agreed time, a storage and redelivery fee of $15.00 (including GST) may be charged. If you fail to accept delivery of an item for more than 60 days after the invoice date, the item will be deemed abandoned, and the Franchisee or Laundry Lady Ltd may dispose of it at their discretion.
23. Franchisees may be required to leave items at your booking address without requiring a signature or in-person handover. If you do not want items to be left unattended, you must specifically advise the Franchisee ahead of the scheduled delivery time. Laundry Lady Ltd will not be liable for any damage or loss of items after they have been delivered to your Booking address.

Service and Special Care

24. If an item requires special care, including but not limited to handwashing, stain removal, line drying, or special care instructions beyond a Standard Wash, these items must be separated and care instructions provided in writing prior to pickup.
25. Laundry Lady Ltd does not guarantee that all types of stains will be removed and provides regular stain removal treatment only if requested by you. Specialist stain removal, such as that provided by dry cleaners, cannot be provided by Franchisees.
26. Franchisees will provide a Standard Wash service unless otherwise requested. While items will be separated into lights and darks, Franchisees are not responsible for bleeding or colour transfer during the laundry process. If you have concerns about items that may colour run, these must be separated and communicated prior to pickup.

Service Cost & Pricing

27. Pricing outlined on the website applies when booking.
28. Service pricing will not be confirmed until Laundry Items are counted and weighed after collection.
29. 2.3% Merchant Fee is applied to all invoices.
30. Minimum Service charge of $60 (including GST) per pickup applies to all bookings. This includes pickup and delivery and Merchant fees.

Payment Terms

31. An invoice will be emailed once laundry service pricing is confirmed, and your laundry will be delivered after payment is received.
32. Alternative payment terms including requests for EFT payments or terms up to 14 days, must be approved prior to a booking being created by the customer and may attract additional fees.
33. Aged Care, Home Care, and Insurance customers that require Alternative Payment Terms must have their payment terms approved before a service commences or Standard Payment Terms will apply.
34. All new Business customers are subject to Standard Payment Terms. Only recurring Businesses can apply for EFT payment after 3 successful paid services. All requests are subject to approval by Laundry Lady Ltd.
35. Laundry Lady Ltd and Franchisees reserve the right to withhold your laundry until full payment is made.
36. Default: You will be in default if you do not pay when money is due for payment or fail to comply with any other obligation under these terms.
37. Collection Costs: Without prejudice to any of our other rights and remedies, you agree to pay on default all costs and expenses incurred by Laundry Lady Ltd in collecting any amounts owed. This includes, without limitation, our reasonable legal fees and debt collection fees.
38. Indemnification: You indemnify Laundry Lady Ltd against any losses, costs, damages and expenses resulting from your failure to pay or from enforcing these Terms.

Liability and Responsibilities

39. Loss or Damage: Laundry Lady Ltd accepts no responsibility for items that are lost or damaged during the normal course of the laundry service. However, if loss or damage proves to be the fault of the Franchisee, Laundry Lady Ltd may, at its discretion, refund the cost of the laundry service for that item. Any claim for compensation resulting from such incidents is at the discretion of the Franchisee who completes the service.
40. Service Quality Issues: If an issue arises, you must notify Laundry Lady Ltd or the Franchisee who completed your laundry within 7 days of the completed service. The Franchisee will be required to redo the service if any issues can be validated. Both parties will, in good faith, attempt to resolve the issue by negotiation.
41. Damaged Items: Laundry Lady Ltd and Franchisees accept no responsibility for items damaged in the laundry process due to failure to remove paper, tissues, pins, jewellery, coins, keys, pens, or other objects, or failure to provide special care instructions.
42. Laundry Lady Ltd and Franchisees are not liable for any loss of profit, business, business interruption, or business opportunity.
43. Laundry Lady Ltd provides the guarantees required under the Consumer Guarantees Act 1993 but excludes all other implied terms, representations, warranties, and guarantees to the maximum extent permitted by law.
44. When a dispute arises, you must notify Laundry Lady Ltd by written notice specifying the nature of the dispute, the outcome sought and the action believed necessary. Each party will then in good faith attempt to resolve the dispute by negotiation.
45. If the dispute is not resolved within 14 days of receiving notice (or any further period as the parties may agree in writing), mediation shall be conducted using Protocols and Guidelines of the Arbitrators’ and Mediators’ Institute of New Zealand Inc (AMINZ).
46. Laundry Lady Ltd gives the consumer guarantees that are required under the Consumer Guarantees Act 1993. However, all other terms, representations, warranties, guarantees and conditions (whether express or that might otherwise be granted or implied by law) in relation to our Website and/or any Services supplied are expressly excluded to the maximum extent permitted by law, unless first agreed by Laundry Lady Ltd in writing.
47. Without limiting the application of the Consumer Guarantees Act, to the extent we are found liable to you for any loss or damage to any item(s) within our possession or control at the applicable time, despite any clauses in these Terms excluding such liability, our maximum aggregate liability to you is limited to the amount equal to the price or fee paid to us by you for Services that directly caused the relevant loss or liability.
48. You acknowledge that the Consumer Guarantees Act will not apply where you acquire any Services for the purposes of a business.

Abandonment and Disposal

49. If items remain undelivered for 60 days after the invoice date, Franchisees reserve the right to dispose of the items at their discretion.

Intellectual Property

50. Ownership: Laundry Lady Ltd is the owner or licensee of all intellectual property rights in our Website, booking app, and in the material published on them. These works are protected by copyright laws and treaties around the world. All such rights are reserved.
51. Prohibited Use: Any use of materials on our Website or booking app, including reproduction, modification, distribution, or republication, without our prior written permission is strictly prohibited.

Data and Privacy

52. Your privacy is important to us. Please refer to our Privacy Policy for information on how we collect, use, and protect your personal information. https://thelaundrylady.co.nz/privacy

These Terms of Service apply to all bookings.

Version 2025.1
Published 25th April 2025