Standard Laundry Service.
TERMS AND CONDITIONS
Thread & Tumble Pty Ltd Service Agreement
This Laundry Service Agreement (“Agreement”) governs the provision of laundry services by Thread & Tumble (“we,” “us,” or “our”) to the customer (“you” or “the Customer”). By placing an order or using our services, you agree to be bound by the terms and conditions set out in this Agreement.
1. Service Overview
Thread & Tumble provides professional wash, dry, and fold laundry services on a pick-up and delivery basis. Our services are available to business and commercial customers unless otherwise agreed. By engaging our services, the Customer acknowledges and accepts the terms of this Agreement.
2. Ordering and Acceptance
All orders must be submitted and confirmed through the Thread & Tumble application (“App”). We reserve the right to reject any order submitted via alternative channels. Orders will not be accepted without a confirmed delivery date. Thread & Tumble reserves the right to cancel or reschedule orders due to operational issues, including but not limited to machinery breakdowns, extreme weather events, or staff unavailability. In such cases, the Customer will be notified and credited accordingly.
3. Minimum Order Requirement
For non business accounts, a minimum order value of $30.00 applies. Business accounts will have minimum order amounts determined and agreed upon at the time of registration.
4. Pick-Up and Delivery
Pick up and delivery services are available Monday through Saturday, excluding Easter Sunday and Christmas Day. Public holiday and Sunday orders are subject to availability and incurs a surcharge of $15.00 per order.
Customers must ensure that laundry is stripped, bagged and ready at collection time and that access to the property is provided. A rescheduling fee of $15.00 applies if access is denied, incorrect delivery dates are provided or laundry is not prepared for collection.
Deliveries for back-to-back bookings will occur between 10:00am and 12:00pm. While we strive to maintain timely service, exact delivery times cannot be guaranteed.
Orders must be placed at least 24 hours in advance; urgent requests should be communicated directly. Express orders for next day delivery incur a $25.00 ‘express fee’. Same day orders are subject to availability and incur an additional $30.00.
Pick up and delivery services are available Monday through Saturday, excluding Easter Sunday and Christmas Day. Public holiday and Sunday orders are subject to availability incur a surcharge of $15.00 per order.
5. Cancellations and Rescheduling
Cancellations or rescheduling of pick up or delivery must be made at least 24 hours in advance.
Failure to provide notice within this timeframe will result in a $15.00 per order cancellation or rescheduling fee.
If access to the property is not provided or linen is not available to pick u at the scheduled time, a rescheduling fee of $15.00 will apply.
6. Laundry Weight and Pricing
Laundry weight estimates should be based on our provided weight guide, which uses standard laundry basket sizes.
The final dry weight of the laundry will be calculated after the wash, dry, and fold service has been completed at our facility.
A 5kg minimum weight applies per order.
If the actual dry weight exceeds your estimated booking by more than 5kg, we will contact you for approval before proceeding. Additional charges may apply for the excess weight.
Prices listed on the Thread & Tumble App are GST exclusive. Pricing may be adjusted without prior notice.
Significant differences between estimated and actual weight will be reviewed and discussed with the Customer.
7. Payment Terms
All payments must be made in full upon the completion of the laundry service, unless otherwise arranged for invoiced business accounts. Business accounts are invoiced with payment due within five (5) days of the invoice date.
We may auto charge the customer's credit card after the final weigh in and once the service is completed and prior to delivery.
We accept credit card and online payment methods.
Business customers with accounts must adhere to the 5 day payment terms outlined in their individual agreements.
Late payments may result in suspended services, withheld deliveries, or referral to debt recovery processes. Customers are responsible for any associated costs incurred in recovering overdue payments.
8. Item Suitability
We only process items that are suitable for commercial tumble dryers. If a customer includes items that are not suitable for tumble drying, there is a risk of shrinkage or damage.
Thread & Tumble is not liable for damage resulting from unsuitable items, including shrinkage, colour loss or general wear
Important: Delicate or hand wash items must be bagged or labeled separately at the time of pickup. Please notify us in advance so we can handle these items with care
9. Bulky Items and Cost Per Item Laundering
Bulky items such as mattress protectors, blankets and similar larger items are charged on a per item basis.
Pricing and item lists are available on the Thread & Tumble App. Customers must provide any specific care instructions; otherwise, standard laundering procedures will apply.
Itemised services will be charged separately from the standard per kilo pricing.
Customers are responsible for notifying us of any special care instructions for per item laundering. Items without specific instructions will be treated with our standard processes.
Items unsuitable for machine washing or drying (such as delicate fabrics or hand-wash only garments) incur additional charges or may not be serviced.
10. Damage or Loss
While we take utmost care in handling your laundry, we are not responsible for items that are damaged due to wear and tear, manufacturer defects or improper labelling.
We will not be held liable for any loss or damage to items left in pockets or concealed in the laundry. Customers must ensure laundry is free from hazardous materials or objects.
Please notify us of any special care instructions for specific items when booking. If no instructions are provided, all items will be washed using our standard processes.
11. Allergies and Detergents
Unless otherwise requested, standard commercial detergents are used. Customers must notify Thread & Tumble of any sensitivities, allergies, or preferred detergents at the time of booking.
12. Delivery Issues
Any changes to delivery locations must be confirmed 24 hours before the scheduled delivery time.
Deliveries will be made to the customer’s nominated address or authorised safe drop location.
Thread & Tumble is not responsible for theft, loss, or damage to laundry once delivered.
A rescheduling fee of $15.00 applies if access is denied, incorrect delivery dates are provided, or laundry is not ready for collection.
13. Gift Card Redemption
Gift cards are available for purchase and can be redeemed for any of our laundry services.
To redeem a gift card, simply provide the unique gift card code during checkout.
Gift cards cannot be exchanged for cash, and any unused balance will remain on the card for future use.
Gift cards do not expire and are non-transferable.
14. Insurance Disclaimer
Thread & Tumble maintains standard business insurance covering general operations, property and liability. Customers who provide high value, fragile or irreplaceable items do so at their own risk. Our liability for any loss, damage, or theft of laundry items is limited to the item’s replacement cost.
Thread & Tumble accepts no responsibility for consequential losses, including financial loss, inconvenience, or loss of use of items. Customers are advised to arrange their own insurance coverage for valuable or unique items.
If items are left in an unsecured or unattended location at the customer’s request, Thread & Tumble will not be liable for any theft, damage or weather related exposure. Items damaged due to factors beyond Thread & Tumble’s reasonable control, including pre existing defects, normal wear and tear or unsuitable fabrics are excluded from liability.
15. Work Health & Safety Compliance
Thread & Tumble operates in compliance with all relevant Work Health & Safety legislation to ensure the safe handling of laundry and equipment.
16. Refunds and Satisfaction Policy
Customers must notify Thread & Tumble within 24 hours of receiving their laundry of any issues.
Upon notification, Thread & Tumble will assess the concern and provide a resolution, which may include a credit, rewash, or refund, within three (3) business days. Refunds will be issued at our discretion based on the nature of the issue.
Orders cancelled less than 24 hours before the scheduled delivery may incur a cancellation fee.Thread & Tumble is not responsible for any loss or damage once delivery has been made to the nominated or authorised safe drop location.
17. Stain Removal Policy
Each order is entitled to one free stain removal treatment. Additional stain removal treatments beyond the first per order will incur a fee.
Customers must notify Thread & Tumble of stains at the time of booking or prior to pick up.
Thread & Tumble is not liable for stains that cannot be removed due to pre-existing fabric damage, age or material limitations.
18. Force Majeure
Thread & Tumble shall not be liable for any delay or failure to perform its obligations under this Agreement where such delay or failure arises from causes beyond its reasonable control, including but not limited to extreme weather, power outages, transport disruptions, machinery breakdowns, or supply shortages.
19. Business Accounts
Business accounts are available to registered companies and sole traders. Terms of service, including minimum order amounts, per-kilogram pricing, length of contract and charges for bulky items are determined and agreed upon at the time of registration.
Business account customers will be invoiced for services with payment due within five (5) days of the invoice date.
Thread & Tumble reserves the right to suspend services for overdue accounts and to recover any associated costs of debt collection.Customers must provide any special laundering requirements at the time of placing orders.
We require business customers to sign and agree to terms of service. Contracts and applicable pricing are based on 12 month terms.
The 20% first order offer applies to first-time business customers only, up to a maximum of 20kg weight value.
20. Privacy and Data Collection
By registering on the Thread & Tumble App or using our services, customers consent to the collection, use and storage of personal information for processing orders, delivery logistics, customer support and marketing communications. Personal information may include name, address, email, phone number, payment details and order history. Thread & Tumble stores and processes personal information securely in accordance with the Privacy Act 1988 and the Australian Privacy Principles. Personal information will not be sold or shared with third parties except as necessary for service delivery.
Thread & Tumble may, from time to time, use general property locations (such as suburb or area only) in social media content or marketing posts to showcase service coverage or customer engagement. Specific addresses or identifying details will never be disclosed without prior consent.
Customers have the right to access, correct or request deletion of their personal information at any time by contacting Thread & Tumble.
21. Liability
Our liability for any loss or damage to laundry items is limited to the value of the damaged or lost item(s), capped at $100.00 per order.
By placing an order, you agree to these terms and conditions.
22. Changes to Terms
Thread & Tumble reserves the right to update or amend this Agreement at any time. Significant changes will be communicated to customers via the App or email. Continued use of services constitutes acceptance of the updated terms.
23. Governing Law
This Agreement is governed by the laws of New South Wales. Any disputes arising from this Agreement shall be subject to the exclusive jurisdiction of the courts of New South Wales.
Business - Intro Offer.
TERMS AND CONDITIONS
1. Business Offer Details
The offer provides a 20% discount on our standard weighed in wash, dry, and fold services for up to 20kg of linen.
The offer must be redeemed within 3 months from the date of the first service.
The offer is valid for one-time redemption only.
2. Eligibility
A new customer is defined as an individual or entity that has not previously used any services from Thread and Tumble.
Business customers must provide registration of all requested business details.
This offer is available exclusively to new business customers of Thread and Tumble.
3. Usage
The offer is limited to one time use per business account and cannot be combined with any other promotions, discounts, or offers.
4. Redemption
Business customers must place their first order via the Thread & Tumble App. The 20% discount will be automatically applied to the first order on the first invoice. No manual code is required.
5. Exclusions
The offer is not applicable to any other services or items beyond the specified wash, dry, and fold services for up to 20kg of linen.
The offer has no cash value and cannot be exchanged for cash or any other form of compensation.
.6. Validity
The offer is valid for 6 months from the date of the first service.
After 6 months, the offer will expire and cannot be redeemed.
7. General Conditions
Thread & Tumble reserves the right to modify or terminate the offer at any time without prior notice.
In the event of any dispute regarding the offer, Thread & Tumble's decision will be final and binding.
8. Liability
Our liability for any loss or damage to laundry items is limited to the value of the damaged or lost item(s), capped at $100.00 per order.
By placing an order, you agree to these terms and conditions.
9. Contact Information
For any questions or concerns regarding this offer, please contact our customer service team at hello@threadandtumble.com.au
Linen Hire
TERMS AND CONDITIONS
NOTE: All above standard terms and conditions apply in addition to the following specifics:
1. Service Description
This section governs the hire of towels and linen on a seven (7) day hire cycle, with one scheduled delivery per week on weekdays only. The specific delivery day will be agreed upon with the client prior to service commencement.
2. Hire Period
Linen hire is provided on a 7 day per order term. All items must be returned or made available for collection on the specified return date unless otherwise arranged.
Items that are hired for a longer period than 7 days will incur an extended hire fee, please contact us for a quote.
3. Hire Agreement and Pricing
Pricing for linen hire is confirmed at the time of registration and remains valid for 12 months when under contract. Linen hire services commence upon acceptance and confirmation by Thread & Tumble. Hire periods exceeding 7 days will incur an additional charge. For extended hire pricing, please contact us directly.
4. Responsibilities of Thread & Tumble
Thread & Tumble will deliver linen hire services in a professional, reliable and timely manner. Complimentary equipment, including a linen bag and stand, is provided at no extra charge for the duration of the hire period. These items remain the property of Thread & Tumble and must be returned in good condition; loss or damage may incur replacement charges.
5. Client Responsibilities
Hired linen items must be used for their intended purpose only. Items returned heavily stained, torn, burned or otherwise unfit for reuse (beyond normal wear and tear) will be charged at replacement rates. One complimentary vigorous stain removal and rewash per item is included; additional treatments will incur a fee. Linen must be stored securely to prevent theft, damage, or exposure to weather.
6. Stock Management
All hired linen items operate on a seven (7) day hire cycle. Items collected are recorded and matched to dispatch records. Missing or unreturned items beyond the seven day cycle may be invoiced at replacement cost. Weekly usage quantities may be adjusted to better suit operational needs.
7. Service Interruptions and Additional Fees
Alternative arrangements will be made if delivery falls on a public holiday or is disrupted due to unforeseen circumstances. Sunday or public holiday delivery requests incur additional fees.
8. Termination & Suspension
Business account linen hire on contractual terms may be terminated with 30 days’ written notice. Thread & Tumble reserves the right to suspend services immediately in cases of non payment, breach of this Agreement or unsafe handling of linen.
9. Stain Removal Policy
Each linen hire order is entitled to one complimentary stain removal treatment. Additional treatments will incur a fee.
10. Delivery & Collection
Delivery and collection are included within our service area unless otherwise stated. Clients must ensure access is available at agreed times. Sundays and Public holidays incur a $15.00 delivery fee.
11. Care of Hire Items
All hired items remain the property of Thread & Tumble. Customers are responsible for ensuring items are kept in good condition and used only for their intended purpose.
12. Lost or Damaged Linen
Any linen that is lost, stained beyond repair, or damaged will be charged at replacement value. A detailed breakdown of replacement costs is available upon request.
13. Changes to Orders
Amendments to orders must be made at least 48 hours prior to delivery. We will do our best to accommodate changes, but cannot guarantee availability at short notice.
14. Cancellations
Orders cancelled less than 24 hours before scheduled delivery will incur a cancellation fee.
15. Liability
Thread & Tumble is not liable for any indirect or consequential loss arising from the hire or use of our linen.
Our liability for any loss or damage to laundry items is limited to the value of the damaged or lost item(s), capped at $100.00 per order.
By placing an order, you agree to these terms and conditions.