Please read these Terms before booking. They form part of your agreement with Lucky HZ Pty Ltd trading as The Laundry Hub Bentleigh. Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law.

1.1 These Terms apply to every Booking we accept through our website, booking platform or app, by phone, text message or email.

1.2 By submitting a Booking, you confirm that you have read and accepted these Terms and any other terms provided during the booking process.

1.3 The version in force when a Booking is accepted applies to that Booking. For recurring services, the version in force on the date of each pickup or drop-off applies to that service. We will not apply a change retrospectively to a completed Booking.

1.4 If these Terms conflict with a written quote or service-specific terms accepted by both parties, the written quote or service-specific terms prevail to the extent of the conflict.

Booking means your request for Services and the related details, instructions and charges we accept.

Business Day means a day other than a Saturday, Sunday or public holiday in Victoria.

Customer, you or your means the person or organisation making the Booking.

Items means garments, linen and other articles submitted for Services.

Services means the wash, dry and fold, stain treatment, pickup, delivery and locker services that we agree to provide. 

Standard Service includes machine washing on a cold-water setting, followed by machine drying on a medium-heat setting and folding. We do not ordinarily separate light-coloured and dark-coloured Items. If you require different washing or drying settings, colour separation or any other special-care process, you must provide clear instructions in the Care Instructions field when making your Booking. Any requested variation is subject to our acceptance and may incur an additional charge. We will notify you of any additional charge and obtain your approval before proceeding.

We do not ordinarily inspect the care labels of individual Items. You are responsible for ensuring that your Items are suitable for cold-water machine washing and medium-heat machine drying and for identifying any Items requiring special care in the Care Instructions field.

The Standard Service does not include same-day service, stain treatment, handwashing, line drying, or any other special-care process unless we expressly agree otherwise. Pet bedding, pet blankets, pet clothing and other Items used by animals are not accepted as part of this Service.

Locker Booking means booking a Locker Drop-off and Collection Service.

We, us, or our means Lucky HZ Pty Ltd trading as The Laundry Hub Bentleigh.

3.1 You must provide accurate contact, collection, delivery, access and service information and tell us before collection or drop-off about any special-care requirement.

3.2 Before handing over Items, you must:

· check all pockets and remove valuables and loose objects, including cash, cards, jewellery, keys, pens, tissues and electronic devices;

· identify delicate, damaged, high-value, sentimental, handmade, vintage, embellished or colour-unstable Items;

· separate Items requiring a process other than Standard Service and provide clear written instructions; and

· ensure each Item is suitable for the Service requested and has a legible care label where special care is required.

3.3 We may inspect, photograph, count or weigh Items for identification, quoting, quality control and claims handling. Any photographs containing personal information will be handled in accordance with our Privacy Policy.

3.4 We may refuse or stop work on an Item or Booking if it is unsafe, unlawful, materially different from the Booking, outside our service scope, or cannot reasonably be processed without risk. We will contact you where practicable and charge only for work performed and reasonable costs already incurred, except where the law requires otherwise.

4.1 Unless we expressly agree in writing before pickup or drop-off, do not submit:

· Items contaminated with blood, urine, faeces, vomit, other body fluids, hazardous chemicals, pests or potentially infectious material;

· Items labelled dry-clean only, handwash only, do not tumble dry or otherwise incompatible with the booked process;

· wedding dresses, couture, leather, suede, fur, rugs, curtains, sleeping bags or other specialist Items;

· Items containing sharp objects, batteries, electronics, flammable substances or illegal material; or

· cash, jewellery, documents or other valuables.

· Pet Items: Pet bedding, pet clothing and other items used by animals are not accepted as part of our Wash, Dry and Fold Service. However, customers may wash and dry eligible pet items themselves using the dedicated pet-laundry washer and dryer at our laundromat during our published opening hours. This self-service option is separate from our Wash, Dry and Fold Service.

4.2 If undisclosed contamination creates a health or safety risk, we may isolate and return the affected Items without processing them and may charge reasonable handling or transport costs disclosed to you before they are incurred, where permitted by law.

5.1 Unless we accept different written instructions, wash, dry and fold Items will receive a Standard Service.

5.2 We exercise due care and skill, but some results depend on fabric condition, construction, age, previous treatment, colourfastness and the accuracy of care labels and customer instructions.

5.3 We do not guarantee complete stain removal. Stain treatment is provided only if booked and accepted. Treatment may reveal pre-existing fading, weakness or damage. We will not knowingly use a treatment that we consider unreasonably likely to damage an Item.

5.4 Our website and the booking page will display the estimated turnaround time for each locker Booking and pickup and delivery Booking. 

5.5 Turnaround times are estimates only unless we expressly confirm a guaranteed completion or delivery time in writing. The actual turnaround time may vary depending on the type, quantity and condition of the Items, any special-care requirements and circumstances outside our reasonable control. We will notify you of a material delay where reasonably practicable.

6.1 Wash, Dry & Fold Services are available only on the service days displayed on our website. Available days may vary depending on the Service selected, public holidays and operational capacity. Please check the available service schedule on our website when making your Booking. 

6.2 Wash, Dry & Fold Service – Pickup and Delivery 

6.2.1 This service is available for pickup from and delivery to eligible addresses within our designated service area, 4km from our laundromat.

6.2.2 You must ensure that items are securely bagged, clearly identifiable and available at the nominated address during the confirmed pickup time window. Any unattended pickup location or access instructions must be provided in the Pickup and Delivery Instructions field when making your Booking. We may charge the disclosed cancellation, failed-collection or redelivery fee if access is not available or no one accepts a delivery that requires attendance.

6.2.3 If you authorise unattended collection or delivery, you must nominate a reasonably safe, accessible location. We may rely on that authority. Risk in the Items passes to you when they are left at the nominated location, except to the extent that loss or damage results from our failure to exercise due care and skill or another liability that cannot lawfully be excluded.

6.2.4 If you do not authorise unattended delivery and no one is available, we may retain the Items and contact you to arrange redelivery or collection. A $10.00 fee (including GST) may apply for each additional delivery attempt.

6.2.5 An upfront payment comprising the minimum service charge of $45.00 plus the charges for any add-on Services selected when making the Booking is required, unless we expressly agree otherwise. The upfront payment will be credited towards the final price of the Service. After inspecting, counting and/or weighing your Items, we will email you a service summary. If the final price exceeds the upfront payment, we will also provide a payment link for the outstanding balance. Full payment must be received before the completed Items are returned unless we have approved alternative payment terms.

6.3 Wash, Dry & Fold Service – Locker Drop-off and Collection

6.3.1 You may submit a locker Booking request directly on our website or by scanning the QR code at the laundromat. After submitting the Booking request and making the required upfront payment, you may place your Items securely inside a locker marked as available. Deposit the Items no later than the applicable cut-off time shown on our website for the requested service day. Do not leave Items unattended outside a locker.

6.3.2 We ordinarily collect Items from drop-off lockers within three hours after the applicable cut-off time on a service day. Items deposited after the cut-off time or on a non-service day will ordinarily be collected on the next available service day. The estimated turnaround time begins when we collect the Items from the locker, not when you deposit them or submit the Booking request.

6.3.3 You are responsible for selecting and safeguarding your four-digit PIN, correctly closing and locking the locker, and checking that the locker is secure. You do not need to provide your PIN to us because we have authorised override access. Tell us promptly if a locker is damaged or does not lock. We are responsible for loss or damage caused by our failure to exercise due care and skill, but not for loss caused by your failure to secure the locker, except where the law provides otherwise.

6.3.4 Submitting a Booking request, making the upfront payment or depositing Items does not mean that we have accepted the Booking. We will review your items after collection. If we cancel your Booking request due to any of reasons listed in Term 9.3, we will notify you no later than two hours after the applicable cut-off time on the requested service day. For requests submitted after the cut-off time or on a non-service day, this period runs from the cut-off time on the next available service day. If we cannot confirm the Booking within that period, we will contact you to arrange an alternative service time or collection of the Items and refund the upfront payment if no suitable alternative is agreed. If we cancel the request after Items have been deposited, we will promptly contact you to arrange their collection and refund the upfront payment in full.

6.3.5 Completing a Booking before arriving at the laundromat does not reserve a particular locker. Self-service locker availability is limited and subject to capacity at the time of your arrival and our published laundromat opening hours. A locker Booking is not confirmed until you submit a Booking request and deposit your items in an available locker. If no locker is available, do not leave your Items unattended. Contact us for assistance. We will offer you an alternative drop-off time or refund the upfront payment if a suitable alternative cannot be arranged.

6.3.6 We will notify you by email and/or SMS when your completed Items have been placed in a collection locker. You must collect the Items within 24 hours after that notification, or within any other collection period stated in your Booking confirmation.

6.3.7 If the Items are not collected within the applicable collection period, we may remove them from the locker and place them in secure storage so that the locker can be made available for other customers. The collection-locker PIN provided by us may then be deactivated.

6.3.8 If we remove Items from a collection locker, you must contact us to arrange an alternative collection time. Return of the Items to another locker is subject to locker availability and may incur a reasonable re-storage or locker rebooking fee disclosed to you before the Items are returned to a locker.

6.3.9 If the Items remain uncollected for more than seven days after our initial ready-for-collection notice, we may charge a reasonable storage fee of $5.00, including GST, per day. Before storage charges begin, we will make at least one further reasonable attempt to contact you using the details supplied with the Booking.

6.3.10 If Items remain uncollected for 90 days, we may deal with them in accordance with applicable Victorian laws governing uncollected goods. Nothing in these Terms permits us to sell, donate or dispose of Items otherwise than in accordance with those laws.

7.1 Current prices, pricing methods and applicable minimum charges are displayed on our website or stated in a written quote. All prices are in Australian dollars and include GST unless stated otherwise.

7.2 The upfront payment charged during the booking process may not be full price of your Booking. The final price will be calculated after we receive and inspect the Items. Depending on the Services ordered, the price may be based on the Items’ actual weight, quantity, colour-separation, category, condition and any additional Services requested. Where a price can be calculated using the rates displayed on our website and the Services selected in your Booking, we may proceed without seeking further approval.

7.3 If an Item requires a Service or additional charge that was not selected in the Booking or cannot reasonably be calculated using our published prices on the website, we will contact you for approval before providing that Service. If you do not approve the additional charge, we may omit the affected Service or arrange for the Item to be returned, subject to any applicable minimum charge and reasonable costs already incurred.

7.4 We will issue a service summary by email after the items have been inspected, counted and/or weighed.

7.5 Standard Wash, Dry and Fold laundry service costs $35.00 for regular items, including GST, for up to 5 kg of total dry weight in a single Booking. Additional weight is charged at $7.00, including GST, per billable kilogram. For billing purposes, the total dry weight is rounded to the nearest whole kilogram, with half kilograms rounded up. For a pickup and delivery laundry service Booking, a separate $10.00 delivery fee, including GST, applies per Booking unless being waived under clause 7.6. 

Accordingly, the ordinary minimum total charge is $35.00 for locker drop-off and collection, or $45.00 for pickup and delivery.

· The $35.00 minimum standard laundry charge covers up to 5 kg.

· The $10.00 pickup and delivery fee applies once per pickup and delivery service Booking, not per machine load.

The standard laundry service charge does not include the price for same-day service, stain treatment, colour-separation, or any other special-care process unless we expressly agree otherwise. The prices for bulky items and special-care processes are separately listed on our website. Services not selected in the Booking or included in a written quote may incur additional charges in accordance with clause 7.3.

7.6 The pickup and delivery fee will be waived where the total value of the eligible Services in a single Booking exceeds $100.00, including GST and before applying discounts. For the purpose of determining eligibility, the $100.00 threshold includes charges for Wash, Dry and Fold, stain treatment and separately priced add-on items, but excludes the pickup and delivery fee, cancellation or administration fees, and any other non-service charges. If the pickup and delivery fee was paid upfront and the final Booking qualifies for the waiver, we will credit it against the outstanding balance or refund it.

7.7 When you make a Service booking, you agree to pay the full price of the Service you requested.

8.1 Unless we approve alternative terms in writing, full payment is due after the final price is confirmed and before completed Items are delivered, released or placed in a collection locker.

8.2 Alternative payment arrangements, including EFT or different payment term, require prior written approval and may involve a fee disclosed before you agree to the arrangement.

8.3 New business customers are subject to our standard payment terms. A recurring business customer may apply for EFT terms after three successfully completed and paid Services, but approval is at our reasonable discretion.

8.4 To the extent permitted by law, we may retain Items until amounts properly due for the Services relating to those Items have been paid. We will take reasonable care of retained Items.

8.5 If an amount is overdue, you must reimburse reasonable debt-recovery costs actually incurred by us to the extent permitted by law. We will not recover an amount that is genuinely disputed until the dispute has been considered in good faith.

9.1 For a pickup and delivery Booking, the cancellation deadline is one hour before the beginning of the confirmed pickup window. If you cancel or reschedule your Booking before the applicable cancellation deadline, we will refund or transfer the upfront payment. If you cancel or request to reschedule after the cancellation deadline but before the work begins or fail to make your Items available at the nominated address during the confirmed pickup window, we may deduct a cancellation fee of $10.00 from the upfront payment. If work has already begun when your cancel your Booking, charges for services performed and reasonable costs incurred will be handled in accordance with applicable law rather than as a cancellation fee. This fee contributes towards the reasonable administrative, travel and service-capacity costs associated with Booking. Any remaining amount will be refunded. If we cancel your Booking and cannot offer a suitable alternative service time, the upfront payment will be refunded in full.

9.2 For a Locker Booking, the cancellation deadline is the applicable cut-off time on the requested or confirmed service day. If you cancel or reschedule before the cancellation deadline, we will refund or transfer the upfront payment. If you cancel or request to reschedule after the cancellation deadline, or fail to deposit your Items and notify us by the applicable cut-off time on the requested or confirmed service day, we may deduct a cancellation fee of $10.00 from the upfront payment to contribute towards the reasonable administrative costs and the service capacity reserved for the Booking. Any balance will be refunded. The fee will not apply if no locker is available when you arrive and we cannot arrange a suitable alternative drop-off time. If we decline or cancel your Booking and cannot offer a suitable alternative service time, the upfront payment will be refunded in full. If work has already begun, charges for services performed and reasonable costs incurred will be handled in accordance with applicable law rather than as a cancellation fee. If you have already deposited Items in a locker, you must contact us before the cut-off time to arrange their retrieval. Cancelling a Booking does not itself remove the Items from the locker.

9.3 We may cancel a Booking if:

• Pickup and delivery address is outside of our designated service area
• information you provide is materially incomplete or false;
• the Items are unavailable, unsafe or outside our accepted service scope;
• staff workload capacity constrain;
• payment is not made when due; or
• an event outside our reasonable control prevents us from providing the Services.

We will notify you promptly where practicable. We will refund amounts paid for Services not supplied, less any amounts lawfully payable for Services already performed or reasonable costs already incurred. Nothing in this clause limits any right or remedy available under the Australian Consumer Law.

10.1 We will provide Services with due care and skill and in accordance with the consumer guarantees that apply under the Australian Consumer Law.

10.2 Before submitting any luxury, designer, limited-edition, vintage, sentimental or unusually valuable Item, you must identify it to us and disclose its estimated value and any special-care requirements. We may inspect the Item and decide whether we can accept it and, where appropriate, provide a separate written quote or require an agreed specialist cleaning process.

If you do not disclose that an Item is unusually valuable or requires special care, this may be considered when determining whether the claimed loss was reasonably foreseeable and whether your act or omission contributed to the loss, to the extent permitted by law.

10.3 We are not responsible for loss or damage to the extent caused by:

· an inherent defect, weakness, wear, previous damage or deterioration in an Item;

· undisclosed special-care requirement;

· colour bleeding, shrinkage or failure of trims, buttons, zips, buckles, adhesives or embellishments that could not reasonably have been avoided using the agreed process with due care and skill;

· an object left in a pocket or mixed with the Items; or

· your act, omission or instruction, including authorising an unsuitable process after we warn you of the risk.

10.4 Please inspect Items promptly and notify us as soon as practicable—preferably within seven days—of any missing Item, damage or quality issue. Keep the Item, packaging, booking details and any relevant photographs so we can investigate. The seven-day request does not limit any right or remedy you have under law.

10.5 Depending on the circumstances and your legal rights, an appropriate remedy may include re-performing the Service, a refund, repair, replacement or compensation for reasonably foreseeable loss. We may ask for reasonable evidence of ownership, condition and value. 

10.6 When assessing a claim for a lost or damaged Item, we may reasonably require evidence of:

• ownership and the original purchase price;
• the Item’s age, brand, model and condition before the Service;
• any previous damage, alteration, repair or cleaning treatment;
• the current reasonable replacement value of an equivalent Item of      similar age and condition; and
• the circumstances and amount of the claimed loss.

You must retain the affected Item and make it reasonably available for inspection before any claim is finalised. We may obtain an independent assessment or repair quotation where appropriate.

Subject to your rights under the Australian Consumer Law, any compensation will be assessed by reference to the loss suffered, considering the Item’s age, condition, wear and tear, depreciation, repairability and reasonable current value immediately before the loss or damage. Compensation will not automatically be based on the original retail price or the cost of purchasing a brand-new replacement.

Any compensation already received from an insurer or another responsible party for the same loss will be considered so that you do not recover more than the loss actually suffered.

10.7 To the maximum extent permitted by law, we are not liable for indirect or consequential business loss, loss of profit, revenue, opportunity or goodwill. This exclusion does not apply to liability that cannot lawfully be excluded.

We are not responsible for delay or failure caused by an event outside our reasonable control, but only to the extent the event prevents performance and we have taken reasonable steps to minimise its effect. We will notify you where practicable and resume the Services when reasonably possible. If we cannot supply a paid Service, your rights to a refund or other remedy will be determined by applicable law and these Terms.

12.1 You agree to receive transactional communications reasonably necessary to manage your Booking, such as confirmations, reminders, invoices, pickup or delivery updates and service messages. Marketing messages are subject to separate consent and applicable law.

12.2 We handle personal information in accordance with our Privacy Policy. Our technology providers may receive information reasonably necessary to perform or support the Services, subject to applicable privacy obligations.

12.3 We use Square to manage online Bookings, customer details, upfront payments, invoices and other payments. Information you enter through Square is collected and processed through Square’s systems in accordance with Square’s applicable privacy notices and terms. We may access the customer, Booking and transaction information made available to us through our Square account to provide the Services, communicate with you, administer payments and handle enquiries or disputes.

12.4 Where you choose to save a payment card for future use, the card is stored and managed through Square’s card-on-file functionality, subject to the authorisation presented to you when the card is saved. We do not ask you to send your full card number or card security code by email, SMS or in the Care Instructions field. Saving a card does not authorise us to make charges unrelated to your Booking or to charge an additional amount that requires your approval under these Terms.

12.5 We take reasonable steps to protect the personal information we hold or can access from misuse, loss and unauthorised access, modification or disclosure. These steps include limiting access to customer records to people who need it to perform their duties and using the security controls available for our business systems. No electronic system can be guaranteed to be completely secure. If you believe your Booking or payment information has been used without authorisation, please contact us promptly and, where appropriate, contact Square or your card issuer. Nothing in this clause limits rights or obligations under applicable privacy or consumer law.

12.6 We take reasonable steps to keep our website and booking platform available and accurate, but access may occasionally be interrupted for maintenance, security or reasons outside our control. This clause does not exclude any liability that cannot lawfully be excluded.

13.1 We own or license the intellectual property in our website, booking platform and published materials.

13.2 You may view and use those materials for personal, non-commercial use in connection with our Services. You must not reproduce, modify, distribute or commercially exploit them without permission, except as permitted by law.

14. General

14.1 We may assign or subcontract rights or obligations only where doing so does not reduce your rights under the Booking. You may transfer your rights with our consent, which will not be unreasonably withheld, or where the law permits.

14.2 If any provision is invalid or unenforceable, it is to be read down to the extent necessary and the remaining provisions continue to operate.

14.3 A waiver is effective only if given in writing. A delay in exercising a right is not a waiver.

14.4 These Terms, the accepted Booking, any written quote and incorporated service-specific terms form the agreement between you and us. Nothing in this clause excludes liability for misleading or deceptive conduct or another liability that cannot lawfully be excluded.

14.5 These Terms are governed by the laws of Victoria and the Commonwealth of Australia. The courts and tribunals of Victoria have non-exclusive jurisdiction.

If you have a question, complaint or claim, contact The Laundry Hub Bentleigh using the contact details shown on our website. Please provide your name, a description of the issue and any supporting photographs or documents. We will consider the matter in good faith and respond within a reasonable time.

16.1. If you breach these Terms and Conditions or fail to comply with applicable laws or regulations, we have the right to:

• stop you making any bookings,
• cancel any bookings you’ve already made,
• stop you using:
  • our Platform,
  • our Customer Service,
  • our service
  • your account

16.2. If we cancel a booking as a result, you may not (depending on the circumstances) be entitled to a refund. We may tell you why we've cancelled your booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled your booking, please contact our Customer Service team.

Version 2026.10 • Published 29 October 2026