Refund & Service Policy

At LaundroCo, we are committed to delivering reliable, convenient, and high-quality laundry care through our mobile pickup and delivery laundry service, self-service laundromat, wash-dry-fold solutions, and commercial linen services. Customer satisfaction remains at the heart of everything we do.

1. Refund Eligibility
Refunds or service credits may be considered under the following circumstances:
* Service Failure: If LaundroCo fails to collect or deliver your laundry within the agreed timeframe without prior communication or reasonable cause.
* Quality Concerns: If there are significant issues with the cleaning or handling of your items, including:
    * Damage beyond normal wear and tear
    * Missing items
    * Failure to reasonably clean garments according to care instructions
    * Incorrect order handling
* Operational Issues: If a booked service cannot be completed due to issues caused directly by LaundroCo.
Depending on the situation, refunds may be issued partially or fully, or alternatively as store credit.

2. Refund Request Process
To request a refund or report an issue:
* Contact our support team within 24 hours of receiving your order.
* Email us at: hello@pickuplaundry.com.au
* Include:
    * Your order details
    * A clear description of the issue
    * Photos where applicable
Our team will investigate the matter promptly and provide a resolution. Approved refunds are typically processed within 5–10 business days back to the original payment method.

3. Non-Refundable Situations
Refunds will generally not be provided in the following situations:
* Incorrect pickup or delivery information supplied by the customer
* Failure to empty pockets or disclose delicate/special-care items
* Damage resulting from normal washing processes on items with undisclosed defects
* Minor shrinkage or wear consistent with manufacturer care limitations
* Personal preferences regarding detergents, folding styles, scents, or finishing methods where no specific request was communicated beforehand
* Orders not collected within the required holding period

4. Cancellation & Rescheduling Policy
Pickup & Delivery Services
* Customers may cancel or reschedule an order free of charge up to 24 hours before the scheduled pickup window.
* Same-day cancellations or missed pickups may attract a cancellation or rebooking fee.
Commercial & Recurring Services
* Ongoing business clients must provide reasonable notice for service pauses or cancellations in line with agreed service terms.
LaundroCo Cancellations
LaundroCo reserves the right to reschedule or cancel services due to:
* Severe weather
* Vehicle breakdowns
* Staff shortages
* Safety concerns
* Events beyond our control
Where this occurs, customers will be notified promptly and offered an alternative arrangement, service credit, or refund where applicable.

5. Lost or Damaged Items
While we take great care with every order, LaundroCo’s liability for lost or damaged items is limited to the reasonable current value of the garment and does not include sentimental value or indirect losses.
Claims must be submitted within 24 hours of delivery.

6. Customer Responsibilities
Customers are responsible for:
* Checking all pockets before pickup
* Separating delicate or special-care items
* Informing us of stains, damage, or special instructions before processing
* Ensuring safe and accessible pickup/drop-off locations

7. Contact Us
For support, questions, or refund requests, please contact:
📧 hello@laundroco.com.au

Our goal is to resolve all concerns quickly and professionally while continuing to provide a modern, convenient, and reliable laundry experience.

8. Policy Updates
LaundroCo reserves the right to update or modify this policy at any time without prior notice. Updated policies become effective immediately upon publication on our website.

By using LaundroCo’s services, you acknowledge and agree to the terms outlined in this policy.