Terms and Conditions

1. Introduction
By using our dry cleaning, laundry, or delivery 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.

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.

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.

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

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Curtain and Blind Cleaning Terms and Conditions

(Effective from 10 October 2025 | Version 1.1)

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.

We take every possible care in handling your items and aim to achieve the best results safely. However, some materials have inherent limitations that may affect cleaning outcomes.

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.
1.4 Payment is required prior to the release of cleaned items unless otherwise agreed. Estimates must be approved in writing (including by email or text) before work commences.

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

• 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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