1. General

By placing an order with Wash Fella, you agree to the following terms and conditions. Wash Fella reserves the right to amend these terms at any time without notice. It is the customer's responsibility to review these terms before placing an order.

2. Pick-Up & Delivery

• Wash Fella offers pickup and delivery services at agreed-upon times and locations.

• Customers must ensure clothes are ready in our provided laundry bag or a secure alternative.

• If clothes are not available at the time of pickup, a missed pickup fee may apply.

• Wash Fella is not responsible for delays caused by traffic, weather, or unforeseen circumstances.

3. Service Description

• Clothes are laundered individually per customer (not mixed).

• Services include Wash & Dry, Wash & Dry & Fold, Wash & Dry & Iron (Folded or Hung), and Commercial Laundry.

• We do not offer stain removal guarantees.

• Dry cleaning is not included unless otherwise specified.

4. Garment Care & Damage Disclaimer

• Wash Fella follows standard laundry care practices and does not guarantee against color bleeding, shrinkage, or damage from pre-existing wear.

• Customers are responsible for separating delicate or special-care items and informing us in writing of any such garments.

• We are not liable for items left in pockets, color run due to mislabelled clothing, or clothing damage due to manufacturer's defects.

5. Lost or Missing Items

• Customers must report missing items within 24 hours of delivery.

• Wash Fella is not liable for items not listed at the time of pickup or items without proper identification.

• In the rare event of verified loss or damage, compensation is limited to 2 times the service charge for that item, capped at $100 AUD.

6. Express Service & Turnaround

• Standard turnaround time is 24 hours, excluding public holidays and Sundays.

• Wash Fella Express service is subject to availability and incurs additional charges for further expeditation.

• Dry cleaning services, if offered, may take longer and are excluded from express timelines.

7. Pricing & Payments

• All prices are listed in AUD and include GST.

• Minimum order charges apply to each pickup, regardless of weight or item count.

• Payment must be made online or via other approved methods before or upon delivery.

8. Subscriptions & Recurring Bookings

• Customers may opt for recurring pickup schedules. These are flexible and can be paused or modified with 24-hour notice.

• Missed pickups without notice may incur a fee.

9. Liability & Indemnity

• Wash Fella is not liable for any indirect, incidental, or consequential damages.

• Customers agree to indemnify Wash Fella against any claims, losses, or damages arising from misuse of our service, third-party garments, or unreported garment conditions.

10. Right to Refuse Service

We reserve the right to refuse service to any customer at our sole discretion if clothing is deemed hazardous, excessively soiled, infested, or otherwise unsafe to handle.

11. Governing Law

These terms are governed by the laws of Victoria, Australia. Any disputes shall be handled in accordance with applicable legal standards and authorities in this jurisdiction.

11. Conditions Regarding Offers

The following conditions applies for the offers:

Offer 1: 50% Off First-Time Subscribers

• Valid only on the first completed order.

• Customer must create an account and subscribe with a valid email and phone number.

• Offer is limited to one per household/address for 3 months.

• Identity verification may be required to prevent misuse.

Offer 2: Every 5th Wash Free

• The free wash applies after 4 completed, paid orders (excluding canceled or refunded orders).

• Must be the same registered customer account.

• The 5th wash will be discounted automatically or via voucher issued after validation.

• Offer valid only on standard wash & fold service, not dry cleaning or ironing-only services.

• Free wash capped at a maximum of $100 value.

Offer 3: Refer a Friend – Get $10 Credit Each

• Referrer must have completed at least 1 paid order before referring.

• The referred friend must be a new customer, not previously registered or used the service.

• Both parties receive $10 credit after the referred customer completes a $25+ order.

• Credit is valid for 60 days from the issue date.

Offer 4: Midweek Saver – 15% Off

• Pickup must be scheduled for Tuesday or Wednesday only (excluding public holidays).

• Offer valid on standard laundry services only, not dry cleaning or ironing-only orders.

• Applicable to both new and existing customers.

Effective Date: 21 May 2025

Wash Fella ("we", "us", or "our") is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you use our services or visit our website washfella.com.au. By using our services, you agree to the terms of this policy.

1. Information We Collect

We may collect the following types of personal information:

• Contact Information: Name, phone number, email address, residential or business address.

• Booking Details: Pickup and delivery instructions, preferred service types, frequency of bookings.

• Payment Information: Billing details, although all online payments are processed securely through third-party payment gateways (we do not store card details).

• Communications: Customer support queries, feedback, emails or messages you send us.

• Device & Website Usage Information: IP address, browser type, device type, interaction with our site (via cookies and analytics tools).

2. How We Use Your Information

We use the information we collect to:

• Process bookings and deliver our laundry services.

• Communicate with you regarding your orders or enquiries.

• Send service updates, promotions, or important notifications.

• Improve our website, services, and customer experience.

• Comply with legal obligations and protect against misuse or fraud.

3. Disclosure of Your Information

We do not sell your personal data. However, we may share your information with:

• Service Providers: Such as laundry partners, delivery staff, and IT support who help us operate efficiently.

• Payment Processors: Secure third-party platforms for processing payments.

• Legal or Regulatory Authorities: If required to comply with applicable laws or legal processes.

4. Data Security

We take reasonable technical and administrative measures to protect your personal information against unauthorized access, disclosure, or misuse. However, no method of data transmission or storage is 100% secure.

5. Cookies & Website Tracking

We use cookies to analyze site traffic, personalize your experience, and improve our services. You can control cookie preferences through your browser settings.

6. Access & Control of Your Information

You have the right to:

• Access the personal data we hold about you.

• Request corrections or updates to your personal information.

• Withdraw consent to marketing communications at any time.

To make such requests, please contact us at admin@washfella.com.au.

7. Third-Party Links

Our website may contain links to other websites. We are not responsible for the privacy practices of these third-party sites.

8. Changes to This Privacy Policy

We reserve the right to update this policy from time to time. Any changes will be posted on our website with the updated "Effective Date".

9. Contact Us

If you have any questions or concerns about this Privacy Policy or your personal data, please contact us.

Effective Date: 21 May 2025

At Wash Fella, customer satisfaction is our priority. We strive to deliver high-quality laundry and dry-cleaning services with every order. This Refund Policy outlines the circumstances under which refunds or credits may be provided.

1. No Refunds for Change of Mind

We do not offer refunds for change of mind or if a customer decides they no longer want the service after an order has been collected.

2. Refunds for Service Failures

Refunds or service credits may be considered if:

• Your garments are damaged or lost while in our care.

• There is a significant error in service delivery (e.g. items not washed, wrong order returned).

• An order is not completed within a reasonable timeframe, outside our stated turnaround period, without prior notice or approval.

Customers must notify us of any issue within 24 hours of receiving their order to be eligible for a refund or credit consideration.

3. Exclusions

Refunds will not be issued in the following cases:

• Pre-existing damage to garments or linens.

• Items not disclosed as delicate or requiring special handling.

• Stains that could not be removed despite best efforts and standard procedures.

• Items affected due to incorrect customer instructions (e.g. mislabelled dry clean only items sent for wash).

• Variations in fabric condition due to manufacturer defects, age, or prior improper care.

4. Dry Cleaning Services

Dry cleaning involves handling delicate and specialty garments. Due to the nature of dry cleaning, results may vary, and refunds will not be issued for expected but not guaranteed outcomes, such as removal of difficult stains.

5. Pickup & Delivery Issues

If we fail to collect or deliver your order on the scheduled day due to our fault, we will reschedule at no cost. If delays are caused due to inaccessibility or incorrect information provided by the customer, a reattempt fee may apply.

6. Requesting a Refund

To request a refund or credit, please email us at admin@washfella.com.au with:

• Your full name and order reference number.

• Details of the issue and supporting images (if applicable).

We will assess your request and aim to respond within 3 business days.

7. Dispute Resolution

If you are not satisfied with our resolution, you may request further review by contacting our support team. We are committed to finding fair solutions in line with Australian Consumer Law.

8. Contact Us

For all refund or service-related queries please contact us.

Effective Date: 21 May 2025

At Wash Fella, we are committed to delivering professional and reliable laundry and dry cleaning services. While we strive for excellence in every order, our Warranty Policy outlines the scope of our responsibility and what you can expect in the rare event of service-related concerns.

1. Service Quality Guarantee

We guarantee that all garments and items entrusted to Wash Fella will be cleaned with professional-grade products and industry-standard methods. Our team takes every precaution to ensure your items are returned fresh, clean, and in good condition.

2. Coverage of This Warranty

This Warranty applies to:

• Incorrect processing (e.g. wrong service method used such as washing instead of dry cleaning).

• Visible damage resulting directly from our handling or cleaning process.

• Lost items, if confirmed to have been misplaced while in our care.

For lost or damaged items, we will investigate thoroughly. If we are found responsible, compensation may be offered in line with the item's current value (not the replacement cost), with a maximum liability of $50 per item and $200 per order.

3. Exclusions

This Warranty does not cover:

• Pre-existing damage, fabric weakness, or color fading due to age or previous improper care.

• Items not suitable for the requested service (e.g. delicate items sent for regular wash).

• Stain removal – While we do our best, we cannot guarantee removal of all stains.

• Shrinkage, fading, or damage resulting from manufacturer defects or care label instructions that are missing or incorrect.

• Items left unclaimed beyond 30 days from delivery attempt or service completion.

4. Customer Responsibility

Customers are responsible for:

• Checking all items for delicate fabrics, labels, valuables, or damage prior to sending.

• Notifying us of special handling instructions at the time of booking.

• Reporting any service issue within 24 hours of order delivery for eligibility under this warranty.

5. Claims Process

To file a warranty claim, please email us at admin@washfella.com.au with:

• Full name and order reference number.

• Description of the issue and photo evidence, where applicable.

Our support team will review and respond within 3 business days. Claims submitted after 48 hours of delivery may not be eligible for warranty consideration.

6. Limitation of Liability

Our total liability is strictly limited to the terms outlined in this Warranty Policy and in accordance with Australian Consumer Law. We reserve the right to assess the fair value of any item and determine compensation accordingly.

7. Contact Us

For all warranty inquiries, please contact us.