Terms and Conditions

1. Introduction
By using our dry cleaning, laundry, delivery, alterations, or repair services, you agree to abide by the following terms and conditions. These terms are designed to ensure clarity, safety, and fairness for both parties.

2. Service Agreement
2.1. We will use reasonable care in handling garments entrusted to us and will follow industry standards for cleaning and processing.
2.2. Due to the nature and composition of some textiles, soiling and stains, or any combination of these factors, we cannot guarantee the complete removal of all stains.
2.3. Any special requests regarding garment care, including preferred handling, finishing, or notification of existing damage, staining, or soiling, must be clearly communicated at the time of drop-off or delivery order creation via the customer portal.

3. Liability & Damage Policy
3.1. We exercise utmost care in cleaning and processing garments. However, we are not responsible for damage resulting from:
a) Manufacturer defects, including textiles not fit for purpose, colour fading, colour changing, or shrinkage.
b) Items left in pockets or attached to garments.
c) Missing, improper, or incomplete care label information provided by the manufacturer.
d) Failure of item components known to be prone to failure, such as PVC, lycra/spandex textile content, and embellishments attached with perishable adhesives.
e) Non-removable stains or prior soiling, damage, or wear.
3.2. Compensation for lost or damaged garments shall be limited to the greater value of the following:
a) An amount not exceeding five times the service charge of the item, or
b) Replacement value as calculated based on the textile life expectancy rates set out in the Drycleaning Institute of Australia Fair Claims Guide 2017, Section 6, Table I and Table II.
3.3. In the event that an item is deemed damaged beyond repair and compensation is provided in the form of a brand-new replacement, the customer remains liable for the full cleaning service charge for the original item. The cost of cleaning is separate from any compensation provided and is payable in accordance with Clause 6.

4. Collection & Delivery
4.1. Items must be collected within 90 days of the later of the following dates:
a) Promised date stated on the order, or
b) Processing completion date.
4.2. Uncollected items beyond this period may be donated, sold, or disposed of in accordance with Clause 8.
4.3. Customers must verify the satisfactory servicing of their cleaned items upon pickup or delivery. Any discrepancies should be reported within 48 hours via the customer portal or in person at Pristine Drycleaners main plant.
4.4. All orders must be paid prior to or at the time of collection. Delivery orders must be charged to a pre-approved credit account or a valid debit or credit card saved to the customer’s account prior to delivery.
4.5. To use our delivery services, customers must have a valid payment card saved to their account.
4.6. Items for delivery may be withheld in accordance with Clause 8 until full payment is received.
4.7. We reserve the right to refuse to complete a delivery if we deem it unsafe to do so. This includes, but is not limited to, situations involving:
a) Aggressive or unrestrained dogs or other such pets,
b) Unsafe conditions due to weather, lighting, or road access,
c) Insecure or exposed delivery locations where items cannot be safely left unattended,
d) Any other circumstances in which staff safety, property, or goods may be at risk.
4.8. If items are to be left unattended at a customer’s property, the customer must upload a photo and description of the designated drop-off location to their account. Pristine Drycleaners accepts no liability for any loss, theft, or damage to unattended items once delivery has been completed.
4.9. Delivery completion is defined as the point at which items are handed to the customer, a household member, or placed in the designated drop-off area in accordance with the customer’s instructions.
4.10. Extra charges may apply after the second failed delivery attempt for reasons outlined in Clause 4.7. Repeated failed deliveries may result in the order being held for in-store collection or withheld in accordance with Clause 8.

5. Customer Responsibilities
5.1. Customers must check their garments for valuables before handing them over. We are not liable for any lost or damaged personal items. Goods found within processed items (e.g., pockets) will be returned upon collection or delivery.
5.2. Customers must inform us of any special care requirements, including preferred handling, finishing, or pre-existing damage, staining, or soiling, before service.
5.3. Customers are responsible for maintaining accurate contact, address, and payment information in their Pristine Drycleaners account to ensure successful delivery and communication.
5.4. Pristine Drycleaners will not be liable for any loss, delay, or damage to items resulting from incorrect, incomplete, or outdated information saved to a customer’s account, including address, contact, or payment details.

6. Payment & Pricing
6.1. Prices are subject to change without prior notice.
6.2. Payment is due as per Clause 4.4.
6.3. Failure to pay in full on time may result in the refusal of future services and/or withholding of processed items as detailed in Clause 8.
6.4. Delivery service participation requires a valid card to be securely stored on the customer’s account.
6.5. Processing Payments and Card Surcharges via Saved Credit and Debit Cards.
6.5.1. Purpose: This clause outlines the terms under which surcharges may apply when customers use saved payment cards on file to ensure transparency, fairness, and compliance with relevant regulations.
6.5.2. Scope: This applies to all customers who use Pristine Drycleaners delivery services and/or opt to save their card information with Stripe via the Pristine Drycleaners customer portal for seamless payments.
6.5.3. Surcharge Applicability:
a) A surcharge may be applied when customers use saved credit or debit cards to cover transaction fees imposed by the payment processor.
b) The surcharge applies only to saved card transactions.
c) Payment is processed at the time the order is completed and moved to the Pristine Drycleaners rack in-store awaiting collection or delivery.
6.5.4. Surcharge Rate:
a) $0.13 + 1.2% of the order value will be charged along with the value of the order.
b) Example: A $10.00 shirt will show a charge of $10.22 when processed, of which $0.22 is retained by the transaction provider.
c) The surcharge is collected by the third-party processor (Stripe) and is not retained by Pristine Drycleaners.
6.5.5. Refunds of Surcharges:
a) If a refund is issued for a transaction, the original surcharge may not be refunded in full, as it is not collected by Pristine Drycleaners.
b) Refunds may be assessed on a case-by-case basis at the sole discretion of Pristine Drycleaners personnel.
6.5.6. Customer Support and Disputes: Customers who believe a surcharge was applied incorrectly or unfairly may contact Pristine Drycleaners management for resolution.
6.5.7. Policy Review: This policy will be reviewed periodically to ensure compliance with legal requirements and industry standards.
6.5.8. By adding a card on file and proceeding with future transactions, customers acknowledge and agree to this Card Surcharge Policy.

7. Wash & Fold Service
7.1. Wash & Fold orders are subject to a minimum turnaround time of 24 hours. Express service may be available on request and may incur additional fees at the discretion of Pristine personnel.
7.2. This service is suitable only for machine-washable and tumble-dry-safe items. By submitting garments, the customer confirms that all items meet these requirements. We will not be liable for damage caused by items that do not comply, as referenced in Clause 3.1.
7.3. All items must be colourfast. We do not separate colours unless explicitly requested at drop-off or delivery order creation. Additional charges may apply. Pristine Drycleaners accepts no responsibility for colour bleeding or dye transfer due to non-colourfast items, as outlined in Clause 3.
7.4. Precise stain removal is not included in Wash & Fold. If requested, garments requiring stain treatment may be processed individually at the standard item rate plus any additional treatment or handling fees, in line with Clause 2.
7.5. The following items are excluded from the Wash & Fold service and must be processed separately at individual item rates:
a) Large bedding or other absorbent items such as duvets, blankets, pillows, comforters, or any items that may require longer drying times,
b) Specialty or delicate fabrics including silk, wool, lace, sequins, beaded items, leather, or suede,
c) Items requiring dry cleaning or specific handling outside of Clause 7.2.
7.6. Excluded items submitted in a Wash & Fold order may be removed and processed separately under standard individual item pricing.
7.7. We are not liable for any damage, shrinkage, colour transfer, or deterioration resulting from inappropriate items included in Wash & Fold orders.
7.8. Wash & Fold orders not collected within 60 days may be donated or disposed of in accordance with Clause 8.

7A. Alterations & Repairs
7A.1. Pristine Drycleaners provides garment alterations, tailoring, and repair services based on the customer’s instructions and the condition, design, and construction of the item presented.
7A.2. Customers are responsible for clearly communicating the requested alteration or repair outcome at the time of fitting, drop-off, or booking. Where measurements or fitting preferences are provided without an in-person fitting, Pristine Drycleaners accepts no liability for fit issues resulting from inaccurate information supplied.
7A.3. Where a fitting is required, customers must attend at the agreed time or arrange an alternative appointment. Delays in attending fittings may affect completion timeframes.
7A.4. Estimated completion dates are provided in good faith only and are subject to change depending on workload, garment complexity, material availability, and unforeseen issues discovered during the work process.
7A.5. Pristine Drycleaners is not liable for failure, tearing, seam stress, fabric weakness, faded areas, brittle materials, worn linings, perished elastic, damaged zips, or other issues arising from the age, condition, or prior wear of the garment.
7A.6. Some garments may contain hidden damage, previous repairs, weakened fabric, altered seam allowances, or construction limitations that only become apparent once work has commenced. If discovered, additional charges may apply, revised options may be offered, or the requested work may be declined.
7A.7. While all reasonable care and skill will be exercised, repairs and alterations may not restore an item to original condition or achieve a factory-finished appearance. Visible stitching, shade variation, reinforcement, or minor differences in symmetry may occur depending on the item and work required.
7A.8. Where customers supply buttons, zips, trims, patches, or other materials, Pristine Drycleaners accepts no responsibility for defects, incompatibility, colour mismatch, or performance of those materials.
7A.9. If extra work is required beyond the original request, including reopening previous repairs, correcting undisclosed issues, complex construction, or additional fittings, extra charges may apply. Customers will be notified where reasonably practicable.
7A.10. Customers must inspect altered or repaired items upon collection. Any concerns must be raised within 48 hours of collection or delivery in accordance with Clause 9.
7A.11. Once alteration or repair work has commenced, refunds will not be provided for change of mind, incorrect style preference, weight fluctuation, or changes in personal circumstances.
7A.12. Items left uncollected after completion remain subject to Clause 4.1 and may be dealt with under Clause 8.
7A.13. Liability for proven loss or damage relating solely to alteration or repair services shall be limited in accordance with Clause 3.2.
7A.14. Wedding gowns, bridesmaid dresses, suits, and formalwear often involve delicate fabrics, embellishments, beads, lace, boning, and layered construction. While utmost care is taken, Pristine Drycleaners is not liable for issues arising from fragile materials, prior alterations, glued embellishments, aged fabrics, or construction limitations.

7B. Curtain and Blind Cleaning

7B.1. Application of Terms
These clauses apply to all curtain, drape, blind, track, and related furnishing cleaning services provided by Pristine Drycleaners. By engaging these services, the customer agrees to these additional terms.

7B.2. General Service Conditions
a) All items are cleaned at the customer’s request and risk, subject to the disclaimers and limitations of liability contained within these Terms and Conditions.
b) We reserve the right to decline any service if, in our professional judgment, cleaning, transport, dismantling, or handling could cause damage beyond acceptable limits.
c) Any estimate, indication of price, timeframe, or advice given prior to inspection is indicative only and subject to confirmation once items are physically assessed.
d) Payment is required prior to release of cleaned items unless otherwise agreed in writing.
e) Estimates must be approved in writing, including by email, text message, or customer portal approval, before work commences.

7B.3. Curtains or Blinds Not Suitable for Cleaning
7B.3.1. Some curtains or blinds may be unsuitable for cleaning, uneconomical to clean, or too high-risk to process due to factors including:
a) Excessive wear,
b) Sun damage to fabric or linings,
c) Fabric deterioration or structural weakness,
d) Poor lining quality or degraded coatings,
e) Prior damage, age, or failed previous repairs.

7B.3.2. Where linings or components are unsuitable, we may recommend re-lining, repair, or replacement at additional cost.

7B.3.3. The following handling fees may apply where cleaning does not proceed:
a) Immediate Assessment (No Charge): Where items are assessed immediately and declined before further handling, no fee applies.
b) Estimate Declined: Where an estimate has been prepared and declined, a fee of $8.00 per curtain may apply to cover unpacking, measuring, testing, repacking, and any applicable return freight. If disposal is requested, an additional $40.00 disposal fee may apply.
c) Processing Commenced Before Cancellation: If cleaning has been authorised and preparatory work has commenced before cancellation, a fee of $30.00 per curtain may apply, plus any freight or return costs.

7B.3.4. No handling fees apply where cleaning proceeds.

7B.4. Shrinkage and Dimensional Change
7B.4.1. Many curtain fabrics may shrink, stretch, distort, or change dimensions during cleaning, whether cleaned in water or dry cleaned.
7B.4.2. Where practical, we may measure curtains upon receipt and attempt to return hems to original measured length after cleaning where:
a) Sufficient hem allowance remains,
b) The fabric is structurally sound and not sun-damaged, and
c) The issue is not caused by dragging, rubbing, or floor wear.
7B.4.3. If linings are longer than the curtain face fabric after cleaning, we may adjust the curtain length to best match the lining.
7B.4.4. Roman blinds or fixed-construction items may have limited or no ability to be resized after shrinkage.

7B.5. Mould, Mildew, Stains, and Sanitising
7B.5.1. While many mould and mildew stains can be improved or removed, results depend on fabric type, dye fastness, and severity of contamination.
7B.5.2. Some fabrics, including thermal-backed curtains, certain synthetics, natural fibres, and Roman blinds, may only show partial improvement.
7B.5.3. Where possible, standard linings will be cleaned and sanitised; however, stain removal cannot be guaranteed in all cases.
7B.5.4. Cleaning or sanitising does not restore colour loss, fibre degradation, or permanent staining caused by mould or contamination.

7B.6. Stain and Odour Treatment
7B.6.1. We may attempt treatment of stains and odours including pet urine, smoke, grease, wine, nicotine, road film, cooking residue, and similar contamination.
7B.6.2. We cannot guarantee complete stain or odour removal.
7B.6.3. We are not liable where staining agents have permanently altered, bleached, weakened, or damaged the original material.

7B.7. Blockout, Thermal, and Coated Linings
7B.7.1. Blockout, thermal, foam-backed, and coated linings may deteriorate due to age, sunlight, humidity, or manufacturing quality.
7B.7.2. Damage may not be visible until cleaning has commenced.
7B.7.3. If coatings crack, peel, powder, separate, or wash away due to age or prior deterioration, Pristine Drycleaners accepts no liability.
7B.7.4. Where identified before cleaning, we may recommend removal, replacement, or re-lining at additional cost.
7B.7.5. If deterioration becomes apparent during cleaning, the customer remains liable for work completed and costs incurred to that point.

7B.8. Venetian and Hard Blinds
7B.8.1. Coatings and finishes on Venetian or hard blinds may degrade due to sun exposure, oils, cooking fumes, airborne contaminants, age, or wear.
7B.8.2. Such deterioration may only become visible during cleaning.
7B.8.3. We are not liable for coating loss, finish damage, or deterioration caused by pre-existing weakness or contamination.

7B.9. On-Site Work, Removal, and Reinstallation
7B.9.1. All travel to and from site is chargeable unless expressly stated otherwise.
7B.9.2. Take-down, rehanging, track work, repairs, replacement parts, ladders, access equipment, and labour are charged separately unless included in writing.
7B.9.3. Travel time may be charged separately from time spent on-site.
7B.9.4. Some items may need to be removed from site and returned to our workshop for cleaning or repair.
7B.9.5. Customers are responsible for providing safe and reasonable site access. We may refuse on-site work where access is unsafe.
7B.9.6. Final charges may be adjusted based on actual site conditions, measurements, labour time, and materials required.

7B.10. Limitation of Liability
7B.10.1. To the maximum extent permitted by law, we are not liable for:
a) Shrinkage, stretching, colour change, dye run, coating loss, distortion, or deterioration arising from age, wear, sunlight exposure, environmental conditions, or inherent defects,
b) Pre-existing weakness, damage, prior repairs, or hidden defects,
c) Damage occurring despite reasonable care being taken,
d) Outcomes limited by fabric type, construction, contamination, or manufacturer quality.

7B.10.2. Our liability for any proven loss or damage relating to curtain or blind services is limited to the lesser of:
a) The cost of re-cleaning, repair, or remedial work where appropriate, or
b) The depreciated value of the item as determined under the Drycleaning Institute of Australia Fair Claims Guide 2017, Section 6, Table I and Table II.

7B.11. Interaction with Other Clauses
These curtain and blind cleaning clauses operate in addition to all other applicable clauses in these Terms and Conditions, including Clauses 3, 4, 5, 6, 8, 9, 10, and 11.

8. Right to Withhold and Dispose of Processed Items
8.1. Pristine Drycleaners reserves the right to withhold the return of any processed items until full payment of any overdue account balances has been received. This applies to all services rendered, including dry cleaning, laundry, and alterations.
8.2. If an account remains unpaid beyond 60 days from the due date, Pristine Drycleaners reserves the right to sell or otherwise dispose of withheld items to recover outstanding costs. Reasonable efforts will be made to contact the customer prior to any such action.
8.3. Any surplus proceeds from such sale, after deducting the amount owed and any recovery or administrative costs, will be held for the customer for 28 days. If unclaimed after this period, the surplus may be forfeited.

9. Refund & Re-Cleaning Policy
9.1. If a customer is unsatisfied with the service, they must notify Pristine Drycleaners personnel via the customer portal within 48 hours of collection or delivery completion.
9.2. A collection order must then be created via the customer portal, including notes describing the issue and the remedy sought.
9.3. Re-cleaning and refunds will be assessed at the sole discretion of Pristine Drycleaners management upon inspection of the returned items.
9.4. Extra charges may apply if the issue is deemed not to be the fault of Pristine Drycleaners.
9.5. Re-cleaning will be provided at no additional cost only if the complaint is deemed valid under Clauses 2 and 3.

10. Force Majeure
We are not responsible for any failure or delay in service due to events beyond our control, including but not limited to natural disasters, power outages, strikes, transport delays, or supplier disruptions.

11. Amendments
Pristine Drycleaners reserves the right to update these terms and conditions at any time. Changes will be posted on our website or made available in-store.

By using our services, including pickup and delivery, you acknowledge and agree to these terms and conditions.