Complaints Policy

COMPLAINTS POLICY

 

Customer Terms & Conditions for Complaints

Please read these terms and conditions carefully. By ordering (as defined below) you agree to be legally bound by these terms and conditions.

  1. Our agreement with you

These Terms will apply to any orders our providers accept from you, including any order that is changed under section 4. Note that unless you accept these Terms (by acceptancing the terms of use, when you set up your account), otherwise you will be unable to place an order.

We may change our Terms from time to time, and it is the current version that will apply to each Order when you place it. We will notify you of changes to the Terms by notification when upgrading the app. Enjoy a sizling hot

Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. Please see section 12.

If you need to contact us at any time about an order, you may do so as to set out in section 14.

2. Definitions

App: The Online Dry-Cleaning provider application.

In any event outside our control meaning any occurrence or circumstances over which we have no control as described in section 13. including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which we are unable to provide the Services;

Item: any garment or article collected from you in connection with an Order;

Order: your order for the Services as set out in the order form submitted;

Services: dry cleaning or laundry services collected from and delivered to your nominated address;

Service Providers: any alternate parties with which we contract to assist us in providing the Services;

Terms: these terms and conditions as amended from time to time; and

We/Our/Us: Online Dry Cleaning or any company affiliated with us,

When We use the words “writing” or “written” in these Terms, this will include e-mail and notifications via the App.

3. Placing an Order

Please ensure that you check the details of your Order before submitting it as we will not be liable to you for any errors you make. For example, please check carefully that you have correctly inputted your address. If you think that you may have made a mistake, please contact Us as set out in section 14. We will confirm any changes to your Order by email. Changes are also dealt with under section 4.

Submission of an Order does not create a contract between Us. The contract arises when a provider has picked up your Order from your location.

We will assign an order number to each Order and inform you of it when We accept the Order. Please quote the order number in all subsequent contact with Us.

If for any reason we are unable to fulfil your Order, we will let you know by email.

Any orders which have a value of less than the minimum order value will be charged the minimum order value. Please note that minimum order value may differ depending on location and type of service used.

  1. Changes to your Order

You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order by contacting Our Customer Care Team at support@onlinedrycleaning.com.au or you can contact Us on Live Chat.

With your consent or at our discretion, we may make a change to your order as an alternative to cancelling it.

Where changes are made to an Order under either of the preceding sub-sections, we will issue an Order amendment confirmation to you via notification.

  1. Cancelling or rescheduling your Order

You have the following limited rights to cancel an Order.

You may cancel or reschedule your Order with no additional charge in the following circumstances:

at any time up to four hours before the collection time – set out in an email acceptance of your Order– via the App or by contacting support@onlinedrycleaning.com.au ; or

If, after We have collected your Item(s), We are affected by an Event Outside Our Control by contacting Our Customer Care at support@onlinedrycleaning.com.au

You acknowledge that once an Item has been collected from you, we have begun providing  the Services to you and that any rights of cancellation or rescheduling you may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.

Cancelling or rescheduling your order less than four hours before a collection or failing to be present for collection will incur a $10 additional charge.

Rescheduling your delivery less than four hours before a delivery or failing to be present for delivery will incur a $10 additional charge.

6. Our rights to cancel your Order

We may cancel your Order and the contract between you and Us in the following circumstances:

as a result of an Event Outside Our Control; or

if you fail to make Items available for collection; or

if We consider that any Item does not correspond with the Order, is damaged, does not have cleaning instructions, or does not fall within those Items which We accept (please contact Our Customer Care Team by email at support@onlinedrycleaning.com.au if you are unsure which items a service provider will accept).

If We cancel your order, we will contact you by phone, SMS or email and

where We have already started work on your Order, we will refund the amount charged to your card;

We will arrange to re-deliver of the Item(s) to you as soon as reasonably possible in accordance to Our availability.

  1. Collection and delivery

Subject to section 12, We will use reasonable endeavors to collect and deliver Items at the times specified in the order but We cannot guarantee to do so. We will use reasonable endeavors to communicate any delay to you by phone, email, push notification or SMS.

If you are not available to accept delivery of Items, you are able to reschedule via the App to a more suitable time.

If delivery is not possible due to you being unavailable at the designated time, a redelivery charge of $10 will be charged for each consequent attempt of delivery as set out in section 5.5. We will endeavor to find a suitable redelivery time, however, if a redelivery is urgent, it is your responsibility to organise a same day courier.

If you have failed to accept delivery or arrange redelivery within 90 days of the original delivery date, we may dispose of the Item(s) or donate it to an accredited charity of Our choice.

You may arrange to have Items collected from, or re-delivered to, an alternate party, on condition that you do so at your own risk and the alternate party is prepared to sign an acknowledgement on your behalf.

You may, by written instructions to Us, request Us to leave an Item in an agreed location without providing Us with a signature of acknowledgement. If you do so, it is at Our discretion and entirely at your own risk and We shall not be liable to you for any damage or loss of Items delivered on this basis.

You shall place your Items into a bag or bags provided by you, for the driver at the time of collection, or into Online Dry Cleaning bag(s) retained by you from a previous Order, and We shall label your bags so that they can be identified as containing your Item(s) and relating to your Order. All Items in the respective Online Dry-Cleaning bag(s) will be treated according to Our colour system:

All Items in the based on your order for laundry Online Dry-Cleaning bag(s) will be marked as “Wash, Tumble Dry and Fold” and will be washed at 30 degrees, tumble dried on a medium heat and folded and charged according to the price in our price list. Please note that bedding and towels are not included in the “Wash, Tumble Dry and Fold”, therefore, these will be itemised and your order will be amended accordingly.

All Items based on your order for Online Dry-Cleaning bag(s) will be itemized and charged individually and these Items will be cleaned as per the care label. If the Items don’t have a care label, our providers will clean them in a manner they think is appropriate. In these instances, please note that you’ll be waiving liability from Online Dry Cleaning providers should any rare damage occur.

We will not reassign the contents of a bag to another bag after the Items have been collected.

  1. Standards of Service

We will provide the Services with reasonable care and skill in accordance with industry standards of your country.

We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example if an address is incomplete or inaccurate, or if you fail to accept delivery of Items in accordance with an order.

We will not be liable for any Item provided without a care label, but Our experts will clean in a manner they deem most appropriate.

We may contact you by notification or return the Items unprocessed if We consider any Items submitted to Us to be at an increased risk of damage, including, but not limited to, Items:

with special requirements or instructions for cleaning;

which are damaged or stained;

bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc. and at Our discretion and with your consent may agree to provide the Services at your risk in respect of those Items; and

with no care label.

You may leave special instructions regarding your Order; however, we cannot guarantee to follow these if they fall outside our standard processes or are contrary to the care label instruction.

Wash, Tumble Dry and Fold Orders

You ensure to thoroughly check all the Items for hazardous objects e.g. coins, pens, keys, makeup, papers etc. as We hold no responsibility for any objects lost or damaged nor any responsibility for damage to Items as a result of the cleaning process.

The load is washed at a 30-degree cycle and tumble dried on a medium heat. As We process a high volume, we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the Items are not ironed.

We will separate the clothes into lights and darks for you. Although We will take the utmost care in doing this, we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.

We will measure the laundry by weight. The minimum weight is 6kg and every kg over 6kg We will charge accordingly. We will update this after We have weighed it at the facility, and you will receive a confirmation email. Any orders below 6kg will be charged as if they were 6kg

We will not be liable for damage to Items as We wash by the load and do not inspect the care labels of each garment. For Items that need to be specially treated e.g. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these Items can be machine washed and tumble dried. We will not be liable for Items damaged that have been processed in a tumble dryer although the Items state they are suitable for this

Wash, Tumble Dry and Fold Orders will not include any bedding or towels. If these are included, they will be added as an individual product and your bill will be amended accordingly.

Laundry Items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing Items.

Promotional bundle offers

we will offer Promotional bundles from time to time and include but not limited to 25x Promotional Shirts, 100x Promotional Shirts, 10x Promotional Two-Piece Suits and 15x Promotional Dresses offer a discounted bulk rate. You do not need to order all Items in a bundle at once.

Promotional bundles are non-refundable.

Promotional bundles can only be used on the account used to purchase the bundle and cannot be exchanged or traded.

Promotional bundles will expire 12 months after purchase; therefore, any unused allowance will no longer be available to use after this time.

Promotional bundles may be affected by changes to Our coverage and service Terms.

The purchase of Promotional bundles includes an initial collection of Item(s), which is deducted from the total balance of pre-paid Item(s).

Promotional bundles are already heavily discounted. Customers cannot use further discounts or vouchers when purchasing a pre-paid bundle.

  1. If there is a problem with the Services

If there is any problem with the Services:

please contact the customer care Team by email at support@onlinedrycleaning.com.au or on Live Chat.

if you have a complaint about the Services, we will deal with it in accordance with our Complaints Policy, available at www.onlinedrycleaning.net/complaints.

You will not have to pay for Us to deal with your complaint.

Complaints should be notified to Us within 24 hours of delivery of any Item. If you believe that our providers have  breached of their obligations under these Terms (quality, pricing, damage, missing etc) and We are notified more than 24 hours after delivery, we may investigate as a gesture of goodwill but We may not accept liability.

As a consumer, you have statutory rights if Our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local govern bodies. Nothing in these Terms will affect these legal rights.

  1. Price and payment

The price of the Services is set out in Our price list in the App and will be the price in force at the time you place your Order. Our providers prices may change at any time, but price changes will not affect Orders that We have accepted in accordance with section 3.2.

Our prices include TAXES,  However, if the rate of TAXES changes between the date We accept your Order and the date of payment, we will have to adjust the rate of TAXES that you pay.

Upon placing an order, we capture the payment. If your final total is different to your captured total (i.e. your Order has been updated accordingly), the final total will be taken and show on your recent transactions. The captured amount will then be released. Please note that it may take up to 3 working days for the release of the captured amount to reflect on your credit card account. We will take payment from the debit or credit card, details of which were supplied with your Order. If for any reason We are unable to take payment you will become liable to Us for the sum due plus interest at the rate of 3% a year above the base lending rate of the current standard rates in your country. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.

If for any reason your payment has been disputed and we incur a chargeback fee from our credit card processor, we reserve the right to charge that fee back to you. We expect the fee to be reimbursed within 30 days of being notified and if We do not receive the payment then you are liable to Us for the sum due plus interest at the rate of 3% a year above the base lending rate of current standard rates in your country. Interest will accrue on a daily basis from the 31st day of being notified until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.

  1. Our limited liability to you

In the unlikely event of loss or damage to an Item, we will pay compensation if found liable following an internal investigation. The compensation offer will be in line with the Fair Compensation Guidelines as provided by the governing bodies in your country. The general guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the Item. It is considered reasonable for us to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. If found liable, we will follow the general guidelines. The compensation given will not include extra costs to purchase the Item, including but not limited to, shipping costs, tailoring/altering costs, etc.

Failure to produce a valid proof of purchase within 30 days of being requested will limit the compensation amount offered. In this instance, our total liability to you in respect of each Item is limited to ten times the price We charge for the Service.

You must inspect the Items following the delivery and if you believe that Items are lost or damaged, you must inform the provider about such loss or damage within 24 hours of receiving the Items. The providers reserve the right to inspect and take pictures of any alleged damage to any Items before you make a claim in relation to such Items.

We will not be responsible for any damage to Items which:

do not have the original dry-cleaning ticket attached.

we’re not collected for inspection.

have been recleaned by you or an alternate party.

You acknowledge that the providers are not aware of the value of the Items, and we strongly recommend that you arrange insurance to cover the Items.

Subject to the following subsections, we will compensate (in accordance with section 12.1) for loss or damage which is due to our Providers Negligence.

Our Providers will not be responsible for any single Item valued at more than $300 unless We have received (and acknowledged) notification via email to support@onlinedrycleaning.com.au.

Our Providers will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and Us at the time We entered into a contract for the Services.

The service is not to be used for re-sale purposes and We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Our Providers will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:

Failure to notify our providers of any special requirements or instructions for cleaning the Item;

any existing damage to the Item at the time of collection;

any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips

any extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags

Our acceptance of Items which We agree to provide the Services for under section 8.3;

Our agreement under section 7.3;

Our disposal of Items under section 7.4;

Any normal wear and tear

incorrect labelling on the manufacturer’s behalf, or incorrect instructions from you

any colour loss, bleeding or shrinkage of garments, in particular for Items included in the wash and fold service

Our Providers do not exclude or limit in any way Our liability for:

death or personal injury caused by negligence;

fraud or fraudulent misrepresentation;

breach of the Terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);

breach of the Terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and

defective products under the Consumer Protection Act 1987.

Our Providers will not be liable for any consequential loss.

Damaged Items will not be considered as an unsatisfactory service of Online Dry Cleaning if they result from/through:

Substandard condition of the Item that couldn’t be identified by professional examination. This shall apply in particular for inadequate quality of fabric, seams and thickness, low durability of the fabric, insufficient authenticity of the colouring and printings, impregnations, earlier inappropriate treatment, hidden foreign bodies, and inadequate fixation of buttons, buckles and zipper.

Garments that cannot or only partly be cleaned

Our Providers will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).

Some of our facilities use a permanent heat-sealed sticker ticketing system. By placing an order with Us, you agree that your Item(s) may be tagged in this manner. We will always look to position these as inconspicuously as possible. We strongly advise customers to not remove these stickers as We cannot accept liability for any damage caused by removal by the customer or an alternate party. Please contact Our Customer Care Team on support@onlinedrycleaning.com.au or on Live Chat for support.

In the event We issue compensation for damage caused to an Item(s) in Our care, be it monetary or a replacement, we reserve the right to retain permanent ownership of damaged Item(s).

  1. Events Outside Our Control

Our Providers will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.

An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of any of Our Service Providers including (without limitation) strikes, lock-outs or other industrial action by alternate parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or priTAXESe telecommunications networks.

If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:

We will contact you as soon as reasonably possible to notify you; and

Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or

You may cancel your Order under section 5.2 or We may cancel it under section 6.1.1.

If your Order is cancelled, we will return your Item(s) to you at no cost to you.

  1. Information about Us and how to contact Us

We are a company registered in Sydney Australia. Dry Cleaning Made Easy Our business registration number is 81 003 737 442 and Our registered office is at unit 5/7 Carrington Rd, Castle Hill NSW Sydney Australia.

If you have any questions or if you have any complaints, please contact us. You can contact Us by emailing Us at support@onlinedrycleaning.com.au.

If you wish to contact us in writing, or if any section in these Terms requires you to give us notice in writing, you can send this to Us by e-mail at support@onlinedrycleaning.com.au. We will confirm receipt of this by email. If We have to contact you or give you notice in writing, we will do so by notification via the App or by e-mail to the address you provide to us in the Order.

  1. How We may use your personal information

We will only use the personal information you provide to Us as set out in Our Privacy Policy at www.onlinedrycleaning.net/privacy-policy

  1. Online Dry-Cleaning Service Provider Quality Guarantee

We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact Us within 24 hours of delivery and We guarantee our providers will re-clean your Item(s) free of charge. Any re-clean requests submitted after 24 hours and without the dry-cleaning ticket attached will be considered on a discretionary basis.

To request re-cleaning for your Item(s) please email Our Customer Care Team at support@onlinedrycleaning.com.au, explain the problem and attach any relevant photos. A Customer Service agent may arrange a suitable time for recollection. Please note that re-cleans take a minimum of 48 hours to be processed.

  1. Providers Re-cleaning policy

The re-cleaning policy only applies to individual Items which have been cleaned by our providers and the original dry-cleaning ticket must be attached.

Please note it is not always possible to remove stains. If We cannot remove a stain, customers will be informed according to the ticket which is attached to their Item(s). In this instance, we are not able to offer a complimentary re-clean.

  1. Discounts and Promotions

Offers are subject to expiry dates and value for particular promotions.

These Terms apply to all Online Dry-Cleaning vouchers and are subject to Online dry-cleaning’s full-service terms and conditions and website terms and conditions.

Offers cannot be used in conjunction with any other Online Dry-Cleaning voucher or any other offer.

Only one voucher or code may be used per transaction.

Offers are strictly non-transferable and have no cash value. Placing an offer for sale is strictly prohibited and renders the voucher void.

Online Dry-Cleaning reserves the right to reject an offer with reasonable cause.

Online Dry-Cleaning reserves the right to withdraw this offer at any time and without warning.

To redeem an offer, you must present the offer code found at checkout.

The minimum order value for orders using an offer code is $20 or otherwise specified, including the offers.

offers are issued on and limited to a one per household basis.

offers cannot be applied when purchasing Pre-paid bundles or other products that are already discounted.

  1. Other important Terms

We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.

This contract is between you and Us. No other person shall have any rights to enforce any of its Terms.

Each of the sections of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

These Terms are governed by Australian law and will be subject to the exclusive jurisdiction of the Australian courts.

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info@onlinedrycleaning.com.au | Support@onlinedrycleaning.com.au

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