Terms & Conditions

ALVAE provides residential laundry services, including:

• Wash, dry and fold

• Residential pickup and delivery

• Bedding laundry

• Doona insert cleaning

• Mattress topper cleaning

• Other laundry services offered through our booking system

Services and prices are displayed at the time of booking.

Payment is required upfront at the time of booking through our online payment system.

Your order will only be confirmed once payment has been successfully received.

Our residential pickup and delivery fee is $12 per order, unless otherwise stated at checkout.

For standard wash, dry and fold orders, customers select the laundry bag size that best matches the amount of laundry they have.

Customers should not overfill their selected bag.

If your laundry significantly exceeds the selected size, we may contact you before processing the order to arrange payment for the additional service required.

Where possible, we will provide clear visual examples of each laundry bag size on our booking page.

Before handing laundry to ALVAE, customers are responsible for:

• Checking all pockets

• Removing money, keys, jewellery and other personal belongings

• Removing items that should not be washed

• Advising us of delicate or special-care items

• Ensuring items are suitable for machine washing and drying

• Letting us know in advance of any items that cannot go in the dryer (items that cannot be tumble dried will be air dried for a flat $10 fee (up to 10 items), added at checkout; please list them or pack them in a separate bag)

• Following the manufacturer's care instructions

Customers should identify any items requiring special treatment before the order is collected.

We will take reasonable care when processing your laundry and, where practical, follow the manufacturer's care instructions.

We may refuse to process items that:

• Are labelled "dry clean only"

• Require specialist cleaning

• Are unsuitable for our equipment or standard laundry processes

• Present a risk to our staff, equipment or other customers' laundry

If you provide an item that is unsuitable for our standard service, we may return it unprocessed.

ALVAE does not guarantee the removal of stains.

Some stains may be permanent or may require specialist treatment.

We will make reasonable efforts to clean your laundry using appropriate standard laundry processes, but the final result can depend on the age, type and severity of the stain and the fabric involved.

We will not knowingly use aggressive chemical treatments that could unnecessarily damage garments.

Certain fabrics, dyes, finishes and garments can naturally:

• Shrink

• Stretch

• Fade

• Bleed colour

• Transfer colour

• Lose shape

• Become damaged during washing or drying

This can occur even when reasonable care is taken, particularly with older, worn or improperly labelled garments.

Customers are responsible for identifying items that require special care.

We will take reasonable care when processing laundry and will not deliberately process items in a manner inconsistent with their known care requirements.

Nothing in these Terms limits or excludes any rights or remedies you may have under the Australian Consumer Law.

Customers acknowledge that clothing and household textiles may already have existing wear or damage.

This can include:

• Tears, holes, loose stitching or weak fabric

• Damaged zips or loose buttons

• Worn elastic

• Fading, previous stains or previous repairs

ALVAE is not responsible for deterioration that results from pre-existing damage or normal wear and tear.

Where we notice significant existing damage, we may photograph the item before processing.

Customers are responsible for checking pockets before providing laundry.

ALVAE is not responsible for damage to garments or personal belongings caused by items accidentally left in pockets, including but not limited to: pens, lip products, tissues, money, keys, electronics, medication, chewing gum or other objects.

If an item left in a pocket damages other laundry, equipment or causes additional cleaning requirements, we may contact the customer regarding the additional costs involved.

Customers should not include valuable, sentimental or irreplaceable items in standard laundry orders.

This includes designer or luxury garments, heirlooms, hand-made items, items with significant sentimental value, or garments requiring specialist cleaning.

If you are unsure whether an item is suitable for our service, please contact us before booking.

Bedding packages include only the items specified in the booking.

Doona inserts are not included in bedding packages unless separately selected and paid for.

Mattress toppers, doona inserts, blankets and other bulky items must be selected separately where applicable.

Customers must select the correct size when booking.

For the safety of our staff, customers and equipment, we do not accept items containing or contaminated with needles or sharps, flammable substances, hazardous chemicals, highly toxic substances, excessive bodily fluids, infectious or hazardous materials, or other substances that may present an unreasonable health or safety risk.

We reserve the right to refuse any item that we reasonably consider unsafe or unsuitable for our service.

Residential pickup and delivery is charged at $12 per order, unless otherwise stated at checkout.

Customers must provide accurate pickup and delivery information and ensure reasonable access to the nominated location.

If we cannot access the property or complete the scheduled pickup or delivery because of circumstances within the customer's control, additional charges or rescheduling may apply.

Where possible, we will communicate with the customer to arrange an alternative time.

Customers may provide instructions for where laundry can be collected or safely left.

Customers are responsible for ensuring that any nominated location is reasonably secure and protected from weather, animals and other risks.

Once laundry has been delivered to the nominated location in accordance with the customer's instructions, ALVAE is not responsible for loss or damage occurring after delivery.

If you believe an item is missing or has been damaged during processing, please contact ALVAE as soon as reasonably possible after receiving your laundry.

We may ask for a description of the item, photographs, proof of purchase or value where relevant, and details of the issue.

Any remedy will be assessed having regard to the circumstances and your rights under the Australian Consumer Law.

While we take reasonable care to keep each customer's laundry together throughout processing, laundry can occasionally become separated or misplaced.

If an item is reported missing, we will make reasonable efforts to locate it.

If we determine that an item was lost while in our care, we will assess an appropriate remedy in accordance with applicable law.

If you have a concern about your order, please contact us as soon as possible.

We encourage customers to contact us directly so that we have an opportunity to investigate and resolve the issue.

Nothing in these Terms prevents you from exercising your rights under the Australian Consumer Law.

Because our services are scheduled around pickup, processing and delivery, cancellation terms may depend on when you cancel your booking.

Where your order has not yet been collected or processed, we may be able to cancel or reschedule the service.

Once processing has commenced, cancellation may not be possible.

Any refunds will be considered in accordance with our cancellation policy and applicable Australian Consumer Law.

We will provide an estimated processing or delivery timeframe where possible.

Processing times may vary due to order volume, weather, equipment issues, public holidays, unexpected circumstances or special-care requirements.

We will communicate significant delays where reasonably possible.

Personal information provided to ALVAE will be handled in accordance with our Privacy Policy.

Customers should only provide information reasonably required to arrange and provide the laundry service.

Nothing in these Terms is intended to exclude, restrict or modify any rights, guarantees or remedies that cannot legally be excluded under the Australian Consumer Law.

Where the law provides you with rights or remedies that cannot be excluded, those rights continue to apply.

ALVAE may update these Terms & Conditions from time to time.

The version applicable to your order will be the version available at the time you make your booking, unless otherwise required by law.