Terms and conditions

Folded. Wallan Laundry (“Folded”, “we”, “us”) is a local, family-owned laundry service in Wallan, Victoria, Australia. These terms apply to every booking made through this website, by phone or by message, and to your use of the website.

By submitting a booking you confirm that you have read and accept these terms, our Refund policy, our Privacy policy and our Cookie policy. If you do not agree, please do not book.

You must be 18 or older to book. If you are under 18, a parent or guardian must make the booking for you.

We offer wash, dry and fold laundry, including heavily soiled loads, doonas and quilts, and shoes. The services listed on the website are a guide and may change from time to time.

We do not offer ironing.

Pickup and delivery are only available in the service areas listed on the website. If your suburb is not listed, contact us and we will let you know if we can help and what it would cost.

To book, choose a service and enter your name, email address and phone number. If you have not chosen a service, you must choose one on the booking form before you can submit.

You then choose whether you will drop your laundry off or have it picked up.

• A booking is a request until we send you a confirmation email.
• We may decline or reschedule a booking if it is outside our service area or we are at capacity.
• You must give accurate contact details so we can reach you about your booking.
• A confirmation email is sent to you and to us. If you do not receive it, check your spam folder and then contact us.

All prices are in Australian dollars (AUD) and include GST where GST applies. Prices are shown on the website or in your booking confirmation.

• Weight-based services are charged by the weight of your laundry as measured at our laundry when we receive it. Any weight shown at booking is an estimate.
• Minimum order: the current minimum order for pickup and delivery is A$25. If your order comes to less, the minimum applies. We may change this amount, and the amount shown when you book is the one that applies to you.
• Pickup and delivery fee: this depends on your service area and is shown when you book. It is added to the cost of your order.
• Extra charges may apply for heavily soiled items or items that need special handling. Where we can, we will tell you before we wash them.
• A price change does not affect a booking we have already confirmed.

Drop-off: you bring your laundry to us during the times shown on the website or in your confirmation. We will give you the address when we confirm your booking.

Pickup and delivery: you must give us the correct address and any access details. Please be home, or agree a safe place with us in advance. Pickup and delivery times are windows, not exact times.

If we cannot access your address, we may reschedule and charge a fee for the wasted trip. See our Refund policy.

We will tell you the expected turnaround time when we confirm your booking. Turnaround times are estimates and can be affected by weather, machine breakdowns and demand.

• Check all pockets and remove money, keys, phones, tissues, pens, jewellery and other valuables before handing over your laundry.
• Tell us about delicate items, items that may bleed colour, stains you want us to treat, and anything that needs special care.
• Tell us at booking if a load is heavily soiled.
• Tell us if you have allergies or skin sensitivities and prefer unscented products. We will do our best, but we cannot guarantee that no residue will remain.

We are not responsible for items left in pockets, to the extent the law allows.

We sort items by colour and fabric and follow the care labels where they are present and readable. If there is no care label, or it cannot be read, we use a gentle wash.

We take care with every order, but we cannot promise that every stain, odour or mark will come out. Some items may fade, shrink or show wear even when washed correctly, particularly older, delicate or poorly made items.

For safety and quality reasons we may refuse, or return unwashed, any of the following:

• Items marked dry-clean only, and leather, suede or fur items
• Items contaminated with bodily fluids, mould, pests (such as bed bugs or lice), fuel, paint, oil, chemicals or other hazardous material
• Items containing sharp objects, electronics or batteries
• Items too large or heavy for our machines

If we find unsafe contamination after we have received your items, we may charge for the extra cleaning needed. We recommend you do not send items of high monetary or sentimental value.

We will tell you the accepted payment methods and when payment is due when we confirm your booking. The final amount is worked out after your laundry is weighed. If it differs greatly from your estimate, we will let you know.

We may hold your items until payment has been made.

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in these terms excludes, restricts or changes any right or remedy you have under that law.

If an item is lost or damaged while in our care, please tell us within 48 hours of receiving your laundry, or as soon as you notice the problem. Send us a description and photos if you can. We will look into it and, where we are responsible, repair or replace the item or pay reasonable compensation based on its age, condition and value.

We are not responsible for damage that already existed, damage caused by a missing or incorrect care label, colour that bleeds from the item itself, or items that were not disclosed as delicate or heavily soiled, to the extent the law allows.

If we cannot reach you or you do not collect your items, we will contact you by the details you gave us. If your items remain unclaimed 30 days after we first contacted you, we may donate or dispose of them after following the process required by Victorian law.

You can cancel or reschedule a booking by contacting us as soon as possible. Our Refund policy explains when fees apply and when you are entitled to a refund.

• Use the website lawfully and do not try to disrupt it, copy it automatically, or gain access to areas that are not public.
• The text, logo, photos and design on this website belong to Folded or are used with permission. Do not copy or reuse them without our written permission.
• We try to keep the website available and accurate, but we do not promise that it will always be free of errors or interruptions.
• Links to other websites are provided for convenience. We do not control those sites.

We collect and use your personal information as set out in our Privacy policy. By booking, you agree that we may contact you by email, phone or message about your booking, such as confirmations, pickup updates and delivery details. We will not send you marketing messages without your consent.

We may update these terms from time to time. The updated version applies from the date shown at the top of this page. Bookings you made before the update stay under the terms that applied when you booked.

These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction. If you have a problem, please contact us first so we can try to fix it.