These Terms and Conditions (“Terms”) govern all laundry services provided by The Fresh Fold Co (“we”, “us”, “our”) to you, the customer (“you”, “your”). By booking or using our services, you agree to be bound by these Terms. Please read them carefully before placing a booking.

1. Services Provided

The Fresh Fold Co is a mobile laundry service operating across the Moreton Bay and Brisbane City regions of Queensland. We offer wash and fold, linen and bedding cleaning, specialty and delicate garment care, and pickup and delivery.

Services are subject to availability, capacity, and location. We reserve the right to decline any service request at our discretion.

2. Bookings

Bookings can be made via our website, phone, email, or social media.

A booking is confirmed once you receive written or verbal confirmation from us. Until that point, availability cannot be guaranteed.

Estimated turnaround times are indicative only. Delays may occasionally occur due to workload, weather, or circumstances outside our control — we’ll always keep you informed.

We reserve the right to refuse or cancel a booking at our discretion, with notice provided as soon as reasonably practicable.

3. Pricing & Payment

All prices are quoted in Australian Dollars (AUD) and are inclusive of GST where applicable.

Pricing is based on the following factors: load weight and volume, fabric type and care requirements, service type selected, stain treatment or specialist handling, pickup and delivery distance, and any applicable same-day or express surcharge.

Payment is due at time of booking or within 24 hours of invoice recipe. We accept payment by bank transfer, Pay ID, Apple Pay.

Overdue invoices will incur a late fee. Prices are subject to change and any updates will be communicated to you before services are performed.

4. Pickup & Delivery

Please ensure your laundry is securely bagged and accessible at the agreed pickup location at the agreed time.

We are not responsible for delays caused by traffic, weather, incorrect addresses supplied by the customer, or inaccessible premises.

Risk in the laundry transfers back to you upon delivery to the nominated address. Please inspect your items within 48 hours of delivery and contact us promptly if you have any concerns. Claims raised after this window may not be considered.

If no one is available at the time of delivery, your laundry will be left at the door or returned for re-delivery — a re-delivery surcharge may apply.

5. Customer Responsibilities

To help us provide the best possible service, you agree to:

• Check all pockets and remove valuables before handing over your laundry

• Notify us of any delicate, special-care, or high-value items

• Disclose any existing stains or pre-existing damage

• Ensure all items submitted are safe, lawful, and hygienic

We reserve the right to decline or return items that are contaminated, infested, excessively soiled beyond normal laundry, or otherwise hazardous.

6. Garment Care & Liability

We take great care in handling your items and follow care label instructions wherever visible.

We are not liable for normal wear and tear, pre-existing damage, colour bleed or fading, shrinkage resulting from manufacturer defects, damage to undisclosed delicate items, or items left in pockets.

Where damage is proven to be caused by our negligence, our liability is limited to re-cleaning or reimbursement up to the fair market value of the item, not exceeding the amount paid for that service. We are not liable for any indirect, incidental, or consequential loss.

7. Stain Removal

We make every reasonable effort to treat and remove stains using safe, domestic-grade products. However, we cannot guarantee complete stain removal — some stains become permanent after heat treatment or prior washing, and all stain treatment is undertaken at the customer’s risk.

8. Linen & Bedding

Linen and bedding items are washed and folded with the same care as standard laundry. Due to their size and weight, linen items are priced separately and will be quoted at the time of booking.

Please notify us of any special care instructions for quilts, doonas, pillows, or delicate bed linen at the time of booking.

9. Specialty & Delicate Garments

Specialty garment care (including delicates, silks, woolens, and structured garments) is available on request and may attract a surcharge. We will advise you of any additional costs before proceeding.

We strongly encourage you to disclose any high-value or specialty items at the time of booking so we can ensure they receive appropriate handling. Items submitted without disclosure may be treated as standard laundry.

10. Same-Day & Express Service

Same-day and express services are available subject to availability and must be selected as an add on at the time of booking. An express surcharge of $15 applies and will be confirmed before your booking is finalised.

Cut-off times for same-day service: 10:00 AM.

11. Subscription & Recurring Plans

We offer recurring laundry plans for customers who prefer a regular, scheduled service.

Subscription plans require 7 days written notice to pause or cancel. Direct debit or pre-authorised payment may apply depending on the plan selected, and terms will be provided at the time of sign-up.

We reserve the right to adjust subscription pricing with 14 days advance notice.

12. Uncollected Laundry

Laundry not collected within 30 days of notification may incur a storage fee of $50 per week. Items remaining uncollected after 60 days may be donated or disposed of after reasonable attempts to contact you, where permitted by applicable law.

13. Cancellations & Refunds

Cancellations must be made at least 24 hours before your scheduled pickup to avoid a cancellation fee.

A cancellation fee of $10 may apply where staff have been allocated, pickup is underway, or services have commenced.

Refunds are provided in accordance with the Australian Consumer Law. We do not offer refunds for change of mind, minor delays, or where reasonable efforts were made to remove stains but full removal was not possible.

14. Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any rights or remedies you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (ACL), where those rights cannot be lawfully excluded. For more information, visit accc.gov.au.

15. Privacy

We collect personal information — including your name, contact details, address, and payment information — solely for the purpose of providing our services.

We handle all personal information in accordance with applicable Australian privacy laws and will never sell your information to third parties. If you are interested in reviewing our full Privacy Policy, contact us via email address.

16. Force Majeure

We are not responsible for failure or delay in providing services caused by events outside our reasonable control, including severe weather, vehicle breakdowns, power outages, illness, or government restrictions. Where possible, we will notify you promptly and reschedule at the earliest opportunity.

17. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be published on our website and take effect from the date of publication. Your continued use of our services after that date constitutes acceptance of the updated Terms.

18. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the jurisdiction of the courts of Queensland.

19. Contact Us

For any questions, concerns, or complaints about these Terms or our services, please get in touch — we’re always happy to help.