Terms & Conditions

1. Application

These Terms and Conditions apply when you engage us to provide dry-cleaning, laundry, alteration, repair, pressing, garment-care or related services.

By providing goods to us for service, you agree to these Terms and Conditions.

The Terms and Conditions that apply to an order are those in effect when we accept that order. We may change these Terms and Conditions from time to time, but a change will not apply retrospectively to an order that we have already accepted.

Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

2. Prices and Payment

Unless stated otherwise, our prices include GST.

The price applicable to an order is the price quoted or otherwise agreed when we accept the order. If additional work becomes necessary, we may contact you for approval before completing that additional work where reasonably practicable.

Payment is due when the goods are collected or at another time agreed with us.

To the extent permitted by law, we may retain goods for which we have provided services until amounts properly due in relation to those goods have been paid.

3. Completion Dates and Urgent Requirements

We will take reasonable steps to complete services within the estimated or agreed time.

Unless we specifically agree otherwise, a collection or completion date provided by us is an estimate and is not a guaranteed completion time.

If an item is required for a wedding, funeral, interview, travel, performance, important meeting or other time-sensitive event, you must tell us before we accept the order and provide the required date.

We may decline an urgent order or expressly agree to a required completion date.

We are not responsible for delay caused by circumstances outside our reasonable control to the extent permitted by law.

Nothing in this clause limits any right you may have under the Australian Consumer Law, including any applicable guarantee that services will be supplied within a reasonable time.

4. Uncollected Goods

We will take reasonable steps to notify you when your goods are ready for collection using the contact details supplied to us.

Uncollected goods will be dealt with in accordance with the Disposal of Uncollected Goods Act 1967 (Qld) and any other applicable law.

Where the applicable law permits us to sell or otherwise deal with uncollected goods, we will follow the required notice, waiting-period and sale procedures.

You are responsible for keeping your contact details up to date.

5. Care Labels and Garment Condition

We normally process garments in accordance with the manufacturer's care label and using processes that we consider appropriate for the garment's material, construction and condition.

Garments can have inherent or latent weaknesses that are not reasonably detectable before cleaning. These can include deterioration caused by age, sunlight, previous treatment, perspiration, adhesives, dyes, coatings, embellishments or defects in manufacture.

Where reasonably practicable, if we identify a significant risk before processing, we may:

• contact you to explain the risk and obtain instructions;
• recommend an alternative treatment;
• ask you to acknowledge a specific identified risk; or
• decline to process the item.

If you specifically instruct us to use a treatment that is contrary to the care label or our professional recommendation, we may require you to acknowledge the specific additional risks before we proceed.

Your acknowledgement of a particular risk does not exclude any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

We may photograph or record goods before, during or after processing for condition assessment, quality control, training, security and claims management.

6. Items Without Care Labels

An absent, incomplete or incorrect care label may increase the risk involved in processing a garment.

We may decline to process such an item, recommend an alternative process, or explain specific risks and request your authority before proceeding.

We are not responsible for damage caused solely by an inherent characteristic, manufacturing defect, incorrect care information or other circumstance outside our reasonable control, except to the extent that the damage was caused or contributed to by our failure to exercise due care and skill.

7. Cleaning and Stain Removal

We will use reasonable care and skill when providing our services.

We cannot guarantee that every stain or mark can be removed safely. Some stains cannot be removed without creating an unacceptable risk of colour loss, fabric damage, distortion or other deterioration.

We may stop stain-removal treatment where, in our professional judgment, further treatment creates an unreasonable risk of damage.

Failure to completely remove a stain does not by itself mean that the service was defective.

8. Delicate, Aged and Specialist Items

Certain items carry increased processing risks. These can include:

• leather and suede;
• silk;
• vintage garments;
• wedding gowns;
• curtains and furnishings;
• beaded or embellished garments; and
• items containing adhesives, coatings or mixed materials.

We will exercise reasonable care and skill when handling these items.

We are not responsible for deterioration or damage resulting from an inherent characteristic, latent defect, age, previous wear, manufacturing defect, colour instability or other circumstance outside our reasonable control, except to the extent that the damage was caused or contributed to by our failure to exercise due care and skill.

Where we identify an unusual risk, we may explain that risk and obtain your authority before proceeding.

9. Third-Party and Specialist Processing

We may use another appropriately qualified service provider where specialist cleaning, alterations, repairs, laundry, wet cleaning or other processing is required, or where operational circumstances reasonably require it.

We remain responsible for your goods to the extent required by applicable law while they are in our custody or under arrangements made by us.

10. Loss or Damage

We take reasonable precautions to protect goods entrusted to us.

If an item is lost or damaged as a result of our failure to comply with an applicable legal obligation, we will assess an appropriate remedy having regard to the circumstances.

Where appropriate, the value of a lost or damaged item may be assessed having regard to:

• its original purchase price;
• available proof of purchase;
• its age;
• its condition before processing;
• normal wear and tear;
• its expected useful life;
• the reasonable cost of repair;
• the reasonable cost of an equivalent replacement; and
• the International Fair Claims Guide for Consumer Textile Products published by the Drycleaning Institute of Australia.

The purpose of compensation is to compensate for the loss actually suffered. Compensation for an existing used item will not necessarily equal the cost of purchasing an equivalent item brand new.

The Fair Claims Guide is used as a guide to assessment and does not override any right or remedy available under the Australian Consumer Law.

11. Limitation of Liability

Nothing in these Terms and Conditions excludes, restricts or modifies any liability, consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law.

Subject to the above, and to the maximum extent permitted by law, we are not liable for loss or damage:

• that was not caused by our act or omission;
• resulting from an inherent defect, latent weakness, normal deterioration, age, wear and tear, faulty manufacture, defective components or inaccurate care instructions;
• resulting from items or substances left in pockets or attached to garments where the loss or damage was not caused by our failure to exercise reasonable care;
• arising from a risk that was specifically disclosed to you and accepted by you before processing, except to the extent that we failed to exercise due care and skill;
• that could not reasonably have been foreseen as a result of our act or omission; or
• to the extent that the loss could reasonably have been avoided or reduced by the customer.

Where the law permits our liability to be limited, our liability for loss of or damage to an item will be limited to the reasonable cost of repair or the reasonable depreciated replacement value of the affected item, whichever provides the appropriate compensation for the actual loss suffered.

This limitation does not apply where, or to the extent that, such a limitation is prohibited by law.

We will not provide duplicate compensation for the same loss. For example, where compensation based on the replacement value of a lost item is paid, the customer is not also entitled to receive a second payment for the same item's value.

12. Consequential Loss

Subject to any rights that cannot lawfully be excluded, we are not liable for indirect, remote or consequential loss that was not reasonably foreseeable as a result of our failure to provide the services with the required standard of care.

Nothing in this clause excludes a customer's right under the Australian Consumer Law to compensation for loss or damage that was caused by a failure to comply with a consumer guarantee and that was reasonably foreseeable.

Customers should tell us before we accept an order if failure to return an item by a particular date could reasonably cause significant additional loss.

13. High-Value and Irreplaceable Items

Before we accept an item, you should tell us if:

• its replacement value is unusually high;
• it has significant sentimental, historical or collectible value;
• it is rare or irreplaceable; or
• failure to have the item available by a particular date could cause significant additional loss.

After considering this information, we may decline the item, recommend specialist treatment, provide a separate quotation or discuss specific risks with you.

Unless required by law, sentimental or emotional value is not used when determining the market or replacement value of an item.

14. Claims

Please inspect your goods as soon as reasonably practicable after collection.

If you believe an item has been lost, damaged or incorrectly processed, please contact us promptly so that we can investigate.

Where relevant, we may ask you to provide the item for inspection and provide information reasonably necessary to assess the claim, including:

• photographs;
• proof of purchase;
• bank or credit-card records;
• information about the garment's age and condition;
• evidence of replacement costs; or
• evidence of repair costs.

A request that you notify us promptly does not limit any right or remedy you have under the Australian Consumer Law.

Where appropriate, we may obtain an independent textile assessment.

We will assess claims reasonably and in good faith, including by reference to the International Fair Claims Guide for Consumer Textile Products where appropriate.

15. Personal Items

Please remove money, jewellery, keys, electronic devices and other valuables from pockets before providing garments to us.

We are not responsible for loss of personal property left in garments where the loss was not caused by our failure to exercise reasonable care.

If we find an item of value, we will take reasonable steps to secure it and return it to you.

16. Re-Cleaning

If you are not satisfied with the cleaning of an item, please contact us promptly and allow us a reasonable opportunity to inspect the item.

Where appropriate, we may re-clean the item without additional charge.

Re-cleaning is not always possible or appropriate, particularly where further processing may damage the garment.

Nothing in this section limits any remedy available under the Australian Consumer Law.

17. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms and Conditions is intended to exclude, restrict or modify those guarantees or any rights or remedies you may have where it would be unlawful to do so.

18. Privacy

We collect and use personal information for purposes connected with providing our services, including:

• processing orders and payments;
• contacting you about your goods;
• managing collections and deliveries;
• handling enquiries and claims; and
• administering our business.

We will handle personal information in accordance with applicable privacy laws and our Privacy Policy.

You are responsible for providing accurate and current contact information.

19. Severability

If any part of these Terms and Conditions is void, unenforceable or unlawful, including because of the Australian Consumer Law, that part will be read down or severed to the minimum extent necessary.

The remainder of these Terms and Conditions will continue to apply.

20. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia.

The parties submit to the non-exclusive jurisdiction of the courts and tribunals of Queensland and any other court or tribunal having jurisdiction.