OneTwoKlean Laundry Services Agreement

This Customer Service Agreement applies to OneTwoKlean laundry services, including KleanFold, PawFectFold and KleanBizFold, supplied by National Executive Support Group Pty Ltd trading as OneTwoKlean.

Submitting an initial service request or enquiry does not, by itself, confirm that OneTwoKlean has accepted the laundry, confirmed availability or formed a booking. Where OneTwoKlean accepts a laundry service, the applicable service details, pricing and arrangements will be confirmed with the customer. The customer will be asked to acknowledge the applicable Laundry Services Agreement before processing begins.

Acceptance may be recorded by accepting a proposal or service confirmation, signing or electronically acknowledging the agreement, approving confirmed pricing and service arrangements, or another clearly recorded affirmative acceptance method.

Machine wash. Tumble dry. Fold.

Customers must provide only items that are suitable for machine washing and tumble drying. Items marked dry clean only, hand wash only, do not tumble dry, or with similar care restrictions will normally be refused or returned unprocessed. Any exceptional written arrangement does not remove OneTwoKlean’s obligations under Australian Consumer Law.

• OneTwoKlean does not provide ironing, dry cleaning, line drying, hand washing, repairs, alterations, specialist garment care, specialist stain restoration, guaranteed stain removal, guaranteed odour removal or guaranteed pet-hair removal.

KleanFold is OneTwoKlean’s household laundry service for everyday machine-washable and tumble-dryable items, including clothing, towels, sheets, pillowcases, washable bedding, washable blankets, washable doonas, uniforms, workwear and general household linen. It is intended for household and personal laundry. Commercial or business laundry should be requested under KleanBizFold.

PawFectFold is OneTwoKlean’s separate pet laundry service for washable pet-related items, including pet bedding, blankets, towels, grooming towels, crate mats, washable pet bed covers, washable dog coats and other washable pet fabric items.

PawFectFold laundry is processed separately from ordinary household laundry. Pet-safe, low-fragrance or fragrance-free products are used where possible. Pet-hair removal is best-effort only, odour removal is not guaranteed, and OneTwoKlean does not claim sterilisation, disinfection, allergen elimination or infection-control outcomes.

KleanBizFold is OneTwoKlean’s commercial laundry service for non-hazardous machine-washable and tumble-dryable business laundry, including accommodation, Airbnb and holiday-park linen, salon and gym towels, hospitality linen, aprons, uniforms, workwear, cleaning cloths, microfibre cloths, car-detailing cloths, office towels and other approved washable business items.

Recurring commercial accounts may be quoted separately based on volume, frequency, item type, service area and operational requirements.

OneTwoKlean may accept items that are safe and suitable to process in commercial laundry equipment. Accepted items may include clothing, towels, sheets, pillowcases, washable bedding, uniforms, washable blankets, doonas, business towels, linen, workwear, microfibre cloths and washable pet items.

Acceptance does not guarantee stain removal, odour removal, pet-hair removal, colour restoration, fabric restoration, removal of pre-existing marks or restoration of damaged fabric.

OneTwoKlean may refuse or return any item that is unsafe, unsuitable, likely to damage equipment, likely to contaminate other laundry, or not suitable for machine washing and tumble drying. Drop-off or collection does not guarantee every submitted item will be accepted. Final acceptance may occur after inspection, weighing and safety assessment.

• Examples include dry-clean-only and hand-wash-only items, items marked do not tumble dry, leather, suede, fur, wedding dresses, delicate couture, high-value specialty garments, shoes unless quoted, rugs with perished backing, loose foam or leaking stuffing, and unsafe or non-washable materials.

Bulky items, heavy but non-hazardous soiling, heavy pet hair, strong non-hazardous odour, difficult-dry items that remain tumble-dry suitable, extra sorting, special packaging and non-hazardous microfibre affected by permitted wax or polish residues may be separately assessed. Any charge will be disclosed and confirmed before it is applied, where practical.

The following are not accepted: faeces, vomit, blood, bodily fluids, mould, fleas, ticks, mites, ringworm, known or suspected contagious conditions, fuel, solvents, flammable chemicals, hazardous chemicals, asbestos, clinical waste, sharps, pest infestation and other unsafe contamination.

If unsafe material is discovered, OneTwoKlean may stop processing, isolate and return the laundry safely or refuse future service. OneTwoKlean does not promise disposal of any item without a lawful process and customer authorisation.

PawFectFold does not accept pet items affected by fleas, ticks, mites, ringworm, worms, parvo, kennel cough, mould, heavy urine saturation, faeces, vomit, blood, suspected contagious illness, loose foam, leaking stuffing, unsafe or non-washable materials. Light-to-moderately soiled pet laundry may be accepted; heavily soiled pet items may require assessment or be refused.

KleanBizFold accepts non-hazardous washable business laundry only. It does not provide clinical laundry, hazardous laundry or infection-control laundry services. Medical, allied-health, childcare and industrial customers must provide only non-contaminated washable items.

Commercial customers are responsible for ensuring staff do not include unsafe laundry. OneTwoKlean may refuse an order, suspend service or require revised procedures before accepting future laundry where unsafe material is found.

Customers are responsible for checking care labels, emptying pockets, removing valuables, declaring stains, odours, wet items, delicate items and special instructions, bagging household, pet and commercial laundry separately, labelling bags clearly, providing accurate contact details, providing safe access, paying charges when due and collecting laundry within the confirmed timeframe.

Customers should not submit high-value, sentimental, irreplaceable, delicate or specialty items unless declared to OneTwoKlean before service and accepted in writing.

All laundry must be supplied in a closed bag, basket or container. Each order should state the customer name, phone number, service type and any special instructions. Service types are KleanFold Household Laundry, PawFectFold Pet Laundry, KleanBizFold Commercial Laundry and KleanBizFold Microfibre or Detailing Cloths.

Household, pet and commercial laundry must be bagged separately. Wet or damp items must be declared and placed in a waterproof bag or container. OneTwoKlean may refuse leaking, unsafe, contaminated, unlabelled or incorrectly bagged laundry.

OneTwoKlean will use reasonable care when sorting laundry. Where practical, items may be separated into whites or lights, darks, towels, bulky items, pet items, microfibre items or commercial items. Customers should pre-sort laundry with specific colour, fabric or care requirements.

Mixed colours or fabrics supplied in one bag may be washed together unless separate processing is requested and accepted. Separate loads, special sorting, item matching or separate packaging may attract an additional disclosed charge. OneTwoKlean remains responsible where loss or damage is caused by a failure to exercise due care and skill.

Weight-based services do not ordinarily include an item-by-item count. Customers may request an itemised count before processing, and any additional fee will be confirmed. OneTwoKlean will take reasonable care to keep each customer’s order together. The absence of an itemised count does not remove any legally applicable responsibility for loss caused by a failure to exercise due care and skill.

Customers are responsible for checking and emptying pockets before collection or drop-off. OneTwoKlean may check obvious pockets as a courtesy, but pocket checking is not guaranteed. This includes pens, lip balm, tissues, coins, screws, keys, food, cosmetics, tools, lighters, receipts, electronics and other personal items.

Personal items found may be returned where practical. Any limitation of responsibility does not apply where loss or damage was caused by OneTwoKlean’s failure to exercise due care and skill or cannot lawfully be excluded.

Standard detergent is included. Sensitive, low-fragrance or fragrance-free detergent may be available on request. PawFectFold pet laundry uses pet-safe, low-fragrance or fragrance-free products where possible. Microfibre cloths, cleaning cloths, gym towels and absorbency-sensitive items are washed without fabric softener. Fabric softener is used only where requested and suitable.

Customer-supplied detergent must be clearly labelled, suitable for machine washing and the item type, supplied with clear instructions and safe for commercial laundry equipment. OneTwoKlean may refuse products that may damage machines, create excessive foam, stain items, contain unsafe bleach or chemicals, create strong odour or otherwise be unsuitable.

OneTwoKlean is not responsible for poor results, residue, staining or odour caused by customer-supplied detergent except where Australian Consumer Law applies.

Basic stain treatment may be applied to visible stains where practical. Stain removal is not guaranteed. Customers should identify stains before service and, where possible, explain their cause. Old, set-in, oil-based, dye, rust, paint, bleach, mould, pet urine, chemical, wax, polish, grease and unknown stains may not be removable.

Specialist stain removal is not included unless separately quoted and accepted. Stain, odour and pet-hair removal are best-effort only and are not guaranteed.

Microfibre and car-detailing cloths are processed under KleanBizFold. They are washed separately where practical and are not washed with fabric softener. Non-hazardous cloths affected by permitted wax or polish residues may require assessment. Cloths contaminated with fuel, solvent, flammable chemicals, hazardous chemicals or unsafe substances are not accepted.

OneTwoKlean does not guarantee restoration of absorbency, softness, pile condition or performance where microfibre has been previously affected by heat, chemicals, wax, polish, sealants, fabric softener, bleach, oils or incorrect washing.

Oversized and bulky items are accepted only if machine-washable and suitable for tumble drying. Examples include doonas, heavy blankets, mattress protectors, large bedding, pet beds, crate mats and heavy commercial items. Bulky items may be priced per item or quoted before washing. Items that cannot be safely tumble dried may be refused or returned unprocessed.

Final pricing is confirmed after laundry is received, weighed and inspected. Any estimate before weighing is an estimate only. Minimum charges apply even where laundry weighs less than the minimum order amount. All household and pet prices include GST. Commercial prices exclude GST unless otherwise stated.

KleanFold is $6.60/kg including GST, with a 5 kg minimum and a $33 minimum service charge including GST. An additional separately processed load is $11. Same-day service, where available, is +25% and must be confirmed before processing. Sensitive or fragrance-free detergent is included, and approved customer-supplied detergent has no additional charge. Bulky household items are priced per item: single to Super King doonas are $33 to $77, applicable wool, feather or extra-heavy surcharges are +$11, mattress protectors are $27.50 or $38.50 by size, and heavy blankets are from $44. Other oversized items are quoted before processing.

PawFectFold is $9.90/kg including GST, with a 5 kg minimum and a $49.50 minimum service charge including GST. Heavy pet-hair handling and strong odour or an additional rinse are each +$16.50, or +$27.50 combined. Small pet beds or crate mats are $33, medium pet beds are $55 and large pet beds are $77. Extra-large or heavily padded beds are quoted before processing. Unsafe, contaminated, parasite-affected, mouldy, heavily urine-saturated or bodily-fluid-contaminated items are not accepted. Approved additional charges are assessed and confirmed before processing.

Standard KleanBizFold commercial laundry is $6.00/kg plus GST ($6.60/kg including GST), with a 10 kg minimum and a $60 minimum service charge plus GST ($66 including GST). An additional separately processed load is $10 plus GST ($11 including GST). Urgent service, where available, is +25% and must be confirmed before processing. Volume and recurring-account pricing is available by quote. Standard detailing microfibre is $7.00/kg plus GST ($7.70/kg including GST) with a $70 plus GST minimum ($77 including GST). Heavily soiled microfibre is $9.00/kg plus GST ($9.90/kg including GST) with a $90 plus GST minimum ($99 including GST). Fuel-, solvent- and flammable-product-contaminated cloths are not accepted.

Bulky, difficult-dry, special-care or unusual items may be quoted before processing. Any collection, delivery, bulky-item, additional handling or separate-processing charge will be disclosed and confirmed before it is applied, where practical.

Drop-off is available at OneTwoKlean’s George Town location by appointment or during advertised laundry drop-off hours. Laundry should be handed to staff so it can be weighed, labelled and recorded. Laundry should not be left unattended unless agreed in advance.

If unattended laundry is left without agreement, OneTwoKlean is not responsible for loss, theft, weather damage, contamination or delay before it is received and recorded, except where responsibility cannot lawfully be excluded.

Free customer drop-off and pick-up is available at OneTwoKlean’s George Town location by arrangement. Local George Town collection and return is $16.50 including GST. Collection and delivery outside George Town is available on scheduled routes or by quote. For commercial customers, George Town local collection and return and missed collection or redelivery are $15 plus GST ($16.50 including GST).

Laundry must be correctly bagged and ready at the confirmed collection time. Missed collection or redelivery is $16.50 including GST, where applicable and confirmed. Customers must provide safe and reasonable access, including accurate gate, parking and access information. Recurring commercial routes are as stated in the commercial quote.

Where a customer authorises laundry to be left at a nominated safe place, the order is considered delivered once placed at that location. OneTwoKlean is not responsible for theft, weather exposure, animals, third-party interference or damage after delivery to the agreed safe place, except where required by law.

Turnaround times are estimates and depend on load size, item type, drying time, machine and staff availability, collection or delivery scheduling and workload. KleanFold is generally 24–48 hours. PawFectFold is generally 48–72 hours. KleanBizFold is generally 24–48 hours for standard loads and 48–72 hours for larger or heavily soiled loads.

Same-day or urgent service is not guaranteed and must be confirmed in advance. OneTwoKlean will use reasonable efforts to meet a confirmed estimate, but no turnaround is guaranteed unless confirmed in writing.

Payment is due before or at collection or delivery unless written commercial account terms have been approved. Household and pet laundry must be paid before release. Approved commercial customers may be offered weekly, fortnightly or monthly invoicing where confirmed in writing.

Available payment methods will be shown on the applicable invoice or payment request. OneTwoKlean may withhold release of laundry until payment is received, subject to applicable law.

Customers are asked to notify OneTwoKlean within 24 hours so an issue can be assessed promptly. This reporting request does not limit any right or remedy that cannot lawfully be limited. Customers should allow OneTwoKlean a reasonable opportunity to inspect affected items.

Where an issue resulted from OneTwoKlean’s process, one rewash may be offered for affected accepted items. Depending on the issue and applicable rights, another remedy may be appropriate. A rewash does not guarantee removal of pre-existing stains, odours, pet hair, mould, colour transfer, shrinkage, existing fabric damage or problems caused by unsuitable customer-supplied detergent.

OneTwoKlean takes reasonable care with laundry. Customers remain responsible for care labels, pockets, valuables, pre-existing damage, unstable dyes, weak seams, worn fabric, undeclared special-care needs and customer-supplied detergent.

OneTwoKlean is not responsible for pre-existing damage, weak seams, loose buttons, worn elastic, faulty zips, fabric thinning, colour run from unstable dyes, shrinkage associated with incorrect or missing care labels, or damage caused by items left in pockets, except where loss or damage was caused by a failure to exercise due care and skill or cannot lawfully be excluded. Nothing in this Agreement limits the customer’s rights under Australian Consumer Law.

Customers should collect completed laundry within 14 days after notification unless another arrangement is confirmed. Any storage fee must be disclosed before it is charged. Unclaimed laundry will be handled only in accordance with applicable Tasmanian law, including any required notices and waiting periods.

Laundry-specific provisions in this agreement operate alongside the published Cancellations & Refunds policy. Where terms conflict, applicable law and the more specific confirmed service term should be applied appropriately. Kleaning-service deposits or site-visit cancellation rules do not automatically apply to laundry services.

OneTwoKlean may collect customer names, contact details, addresses, service notes, payment details and laundry instructions to provide laundry services, collection and delivery, invoicing, customer communication and service management.

Photographs of item condition, stains, damage, contamination, bags, labels and completed orders may be taken for condition records, quality management, completed-order verification and dispute handling. Photographs are not used for marketing without permission. Customer information will not be sold. See the Privacy Policy for further information.

Our services come with guarantees that cannot be excluded under Australian Consumer Law. Applicable services will be provided with due care and skill, be reasonably fit for a disclosed purpose where relevant, and be supplied within a reasonable time where no fixed time has been agreed.

If there is a major failure, customers may be entitled to cancel the service contract and receive a refund for the unused portion or compensation for reduced value. Customers may also be entitled to compensation for other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, customers may be entitled to have the issue rectified within a reasonable time. OneTwoKlean does not alone determine whether a customer has a remedy.

OneTwoKlean may update services, pricing, service areas, turnaround times and these terms for future service arrangements. The current terms and pricing apply at the time of a confirmed service arrangement unless otherwise agreed in writing. These terms are intended to be read fairly and reasonably and are governed by the laws of Tasmania and Australia.

Before an accepted laundry service begins, customers may be asked to confirm the following. This summary is not a completed acceptance unless the customer has taken an affirmative acceptance action.

• The items are suitable for machine washing and tumble drying.
• OneTwoKlean does not offer ironing, dry cleaning, hand washing or line drying.
• Pockets have been emptied and valuables removed.
• Household, pet and commercial laundry has been separated where applicable.
• Stains, odours, wet items, delicate items and special instructions have been disclosed.
• The laundry does not contain prohibited contamination or unsafe materials.
• Stain, odour and pet-hair removal are best-effort only and not guaranteed.
• Final pricing is confirmed after weighing and inspection.
• The applicable Laundry Services Agreement has been reviewed and accepted.