Terms and Conditions

1.            Introduction

Welcome to Pristine Drycleaners. By using our dry cleaning and laundry services, you agree to abide by the following terms and conditions. These terms are designed to ensure clarity 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, and damage, staining, or soiling present must be clearly communicated at the time of drop-off.

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 potentially 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 two following options.

a)            An amount not exceeding five times the service charge of the item.

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.

4.            Collection & Delivery

4.1.        Items must be collected within 90 days of the later of the two following dates:

a)            stated pickup date on order, or,

b)            processing completion date.

4.2.        Uncollected items beyond this period may be donated, on sold, or disposed of in accordance with clause 7.

4.3.        Customers must verify their cleaned items upon pickup or delivery. Any discrepancies should be reported within 48 hours.

4.4.        All orders must be paid prior to or at the time of collection, delivery orders must be either charged to a pre-approved credit account or paid in full via our customer portal online payment service prior to the return of delivery items. Pristine Drycleaners personnel may also accept payment via bank transfer with proof of transaction.

4.5.        Items for delivery may be withheld in accordance with clause 7.

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, damage, staining, or soiling present prior to service.

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.        We accept various payment methods, failure to pay in full on time may result in refusal of future services.

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 collection request. If colour separation is required, 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 Wash & Fold service and must be processed separately at individual item rates:

a)            Large bedding items such as duvets, blankets, pillows, comforters, or any items that may require dry times beyond that of standard wash and fold items.

b)            Specialty or delicate fabrics including but not limited to silk, wool, lace, sequins, beaded items, leather, or suede

c)            Items requiring dry cleaning or specific handling outside of that outlined in 7.2

If any excluded items are included in a Wash & Fold bag, they may be removed and processed separately in accordance with our standard individual item pricing.

7.6.        We are not liable for any damage, shrinkage, colour transfer, or deterioration resulting from inappropriate items as (outlined in Clause 7.5) being included in Wash & Fold orders.

7.7.        Wash & Fold orders not collected within 60 days may be donated or disposed of in accordance with Clause 8.

8.            Right to Withhold and Dispose of Processed Items

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 but not limited to dry cleaning, laundry, and alterations.

8.1.        If an account remains unpaid beyond 60 days from the due date, Pristine Drycleaners reserves the right to sell or otherwise dispose of the withheld items in order to recover the outstanding costs. Reasonable efforts will be made to contact the customer prior to any such action.

8.2.        Any surplus proceeds from such sale, after deducting the amount owed and any associated recovery or administrative costs, will be held for the customer for a further 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, we offer a re-cleaning service within 48 hours of pickup at no additional charge.

9.2.        Refunds are issued at the sole discretion of Pristine Drycleaners management.

10.            Force Majeure

10.1.        We are not responsible for any failure or delay in service due to events beyond our control, including natural disasters, strikes, 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, you acknowledge and agree to these terms and conditions.

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Curtain Cleaning Services

These Terms and Conditions apply to all curtain and blind cleaning services provided by Pristine Drycleaners (2011) Ltd (“we”, “us”, “our”) to any customer (“you”, “your”). By engaging our services, you agree to be bound by the following terms.

1. General Service Conditions

1.1 All items are cleaned at your request and risk, subject to the disclaimers and limitations of liability set out below.
1.2 We reserve the right to decline any service if, in our professional judgment, cleaning or handling could cause damage beyond acceptable limits.
1.3 Any estimates or advice provided prior to inspection are indicative only and subject to confirmation once items are assessed in person.

2. Curtains Not Suitable for Cleaning

2.1 In some cases, curtains or blinds presented to us may not be suitable for cleaning or may not be worth the cost of cleaning due to factors such as:

• Excessive wear;

• Sun damage to fabrics or linings;

• Fabric deterioration or structural compromise; or

• Lining quality or condition.

2.2 Where linings are unsuitable, we may recommend re-lining (quoted separately). In some cases, customers may choose to replace rather than repair.
2.3 In such cases the following handling fees may apply:

• Fee 1 – Immediate Assessment (No Charge): Where items are brought to our workshop and we can determine immediately that they will not withstand cleaning, no fee applies.

• Fee 2 – Estimate Declined ($8.00 per curtain): Where we have prepared and sent an estimate that is not accepted, a fee of $8.00 per curtain may apply. This covers unpacking, measuring for pricing purposes, product testing, repacking, and (where applicable) return freight charges. If you choose to have us dispose of the curtains, an additional $40.00 disposal fee applies.

• Fee 3 – Processing Commenced Before Cancellation ($30.00 per curtain): If you have authorised cleaning and we have undertaken further processing in preparation for cleaning before you cancel, a fee of $30.00 per curtain applies, plus any applicable freight or return costs.

2.4 No handling fees apply where cleaning proceeds.

3. Curtain Shrinkage

3.1 Many curtain fabrics may shrink during cleaning, whether in hot or cold water or through dry cleaning.
3.2 We measure your curtains for length upon receipt. After cleaning and drying, we will re-hem them back to their original measured length if:
a) Sufficient hem allowance remains;
b) The fabric is clean and not damaged by sun exposure or wear; and
c) The damage is not caused by rubbing against the floor.
3.3 If linings are longer than the curtains, we will adjust the curtain length to match the linings.

4. Mould Stain Removal

4.1 While most mould stains can be removed, results vary depending on the fabric type and dye fastness.
4.2 On some fabrics—such as thermal-backed curtains, certain polyesters, natural fabrics, and Roman blinds—mould stains may only fade rather than disappear.
4.3 On standard lined curtains, the lining will be clean and free from mould stains.
4.4 All cleaned items are sanitised to neutralise bacteria.

5. Stain and Odour Removal

5.1 We can treat and often remove stains including, but not limited to:

• Pet urine and cat spray

• Wine

• Greasy hand marks

• Nicotine

• Smoke damage from fire

• Road film

• Kitchen grease

5.2 We can deodorise items affected by odours such as smoke or cooking smells.
5.3 We cannot restore areas where the original colour has been permanently changed or destroyed by the staining agent.

6. Blockout and Thermal Linings

6.1 Blockout and thermal linings are prone to deterioration due to sun damage, age, or manufacturing quality. Some have a lifespan of five years or less.
6.2 While we endeavour to identify damage before cleaning, deterioration may only become visible once wet.
6.3 If the coating washes off during cleaning due to age or sun exposure, we accept no liability for the damage.
6.4 If identified prior to cleaning, we may recommend removal and re-lining. This will be quoted separately.
6.5 If deterioration becomes apparent during cleaning, we will notify you and provide options. You remain liable for all costs incurred up to that point. Relining is an additional cost.

7. Venetian Blinds

7.1 Coatings on Venetian blinds can degrade due to sun exposure, cooking fumes, oils, or other airborne contaminants.
7.2 This damage may not be visible until cleaning commences.
7.3 We are not liable for coating loss during cleaning.
7.4 Where possible, we will inform you of the risk in advance; however, in some cases deterioration is unpredictable.

8. On-Site Work

8.1 All travel to your site is chargeable.
8.2 Take-down and re-hang services, as well as any required parts and labour, are charged separately.
8.3 Travel time is billed separately from the time spent performing the task.
8.4 In some cases, items may need to be removed from site and returned to our workshop for repairs.
8.5 Providing clear instructions and photographs in advance helps ensure efficient service.
8.6 Final charges are determined by the attending technician based on conditions at the time of service.

9. Limitation of Liability

9.1 To the extent permitted by law, we shall not be liable for:

• Any shrinkage, colour change, coating loss, or other damage resulting from inherent defects, age, wear, or prior exposure to sunlight or environmental conditions;

• Any pre-existing damage, defects, or weaknesses in materials;

• Any damage that occurs despite reasonable care being taken in cleaning.

9.2 Our liability for any proven loss or damage is limited to the lesser of:

• The cost of re-cleaning; or

• The depreciated value of the item as determined by the Drycleaning Institute of Australia fair claims guide 2017, Section 6, Table I and Table II

10. Acceptance of Terms

By proceeding with our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

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Processing Payments and Card Surcharges via Saved Credit and Debit Cards

 

1.            Purpose:

This policy outlines the terms and conditions under which surcharges will apply when customers use saved payment cards on file. It ensures transparency, fairness, and compliance with relevant regulations.

2.            Scope:

This policy applies to all customers who use Pristine Drycleaners delivery service/s and or opt to save their card information with Stripe via Pristine Drycleaners customer portal for seamless payments.

3.            Surcharge Applicability:

3.1.        A surcharge may be applied when customers use saved credit or debit cards on file to cover the cost of transaction fees imposed by the payment processor.

3.2.        The surcharge will only apply to saved Credit or Debit card transactions 

3.3.        The payment will be processed at the time the order is completed and moved to Pristine Drycleaners rack instore awaiting collection or delivery.

4.            Surcharge Rate:

4.1.        $0.13 +  1.2%  will be charged along with the value of the order.

4.2.        e.g., a $10.00 shirt will show a charge of $10.22 when the charge is processed of which $0.22 is retained by the transaction provider.

4.3.        The surcharge is not collected by Pristine Drycleaners and is for the sole purpose of processing the card transaction via the third-party Stripe.

5.            Refunds of Surcharges:

5.1.        If a refund is issued for a transaction, the original surcharge may not be refunded in full as it is not collected by or payable to Pristine Drycleaners.

5.2.        This may however be assessed on a case-by-case basis at the sole discretion of Pristine Drycleaners personnel.

6.            Customer Support and Disputes:

If a customer believes a surcharge was applied incorrectly or unfairly, they may contact Pristine Drycleaners management for resolution.

7.            Policy Review:

This policy will be reviewed periodically to ensure ongoing compliance with legal requirements and industry standards.

 

Updates to the policy will be communicated to customers via the email saved on file.

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Effective Date:                 01/10/2024

Last Reviewed:                28/10/2024

 

By adding a card on file and proceeding with future transactions, customers acknowledge and agree to this Card Surcharge Policy.

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