Terms of service

1. These Terms apply to any order that Soapy Dolphin Laundry accepts via our website, phone, text, or email. We may update these Terms from time to time, and the latest version on our website will apply to your order.

2. When you submit a booking through our online system, you’ll receive written confirmation of your order along with contact details.

3. You can cancel your order anytime up to 3 hours before the scheduled pickup. Cancellations made less than 3 hours before collection will incur a $12.50 admin fee.

4. Soapy Dolphin Laundry reserves the right to cancel your order if:

• An unforeseen event occurs beyond our control;

• Items aren’t made available at pickup;

• Items are damaged, lack content or care details, or fall outside our accepted laundry categories.

5. We’ll do our best to pick up and deliver at the scheduled times, but we can’t guarantee exact timing.

6. You’ll receive an invoice via email once your laundry is completed. Your items will be delivered once full payment is received. We reserve the right to withhold delivery until payment is made.

7. Pricing is outlined in our online calculator. Items will be weighed or counted after collection. Minimum service fee is $40 per pickup.

8. Payment is accepted via Credit or Debit Card using the online link in your invoice. A 2.3% merchant fee applies to all invoices. Alternative payment methods may incur admin fees.

9. If you’re not available to receive your laundry at the agreed time, a $12.50 redelivery fee will be charged. Items not claimed within 60 days from the invoice date will be considered abandoned and may be disposed of.

10. You may opt to leave items in a safe spot or authorize pickup/delivery through a third party, but this is done at your own risk. If you request drop-off without signature, Soapy Dolphin Laundry is not liable for any loss or damage after delivery.

11. If we damage or lose an item due to our error, we’ll refund the laundry service fee for that item. However, we are not liable for general wear and tear, shrinkage, or color change that may happen during the cleaning process.

12. We’re not responsible for damage caused by items left in pockets (e.g., tissues, pens, coins, jewelry, etc.).

13. We use cold wash and machine dry processes (unless otherwise requested). We separate lights and darks where possible but are not responsible for any color transfer or bleeding.

14. Soapy Dolphin Laundry is not liable for loss of profit, business interruption, or other indirect losses.

15. If an item needs special care, please let us know. Otherwise, we’ll follow the care label—or standard procedure if none is provided. Any advice we give is based on the info you provide and given in good faith.

16. We can’t guarantee complete stain removal. Stain treatment is available upon request but is not included by default.

17. Accepting late payments doesn’t waive our right to enforce timely payment or change our service terms.

18. Late payments incur 15% annual interest on the outstanding amount.

19. If you fail to meet your payment obligations, you’ll be liable for any costs we incur in recovering the debt. You also agree to indemnify Soapy Dolphin Laundry against related losses.

20. If you’re an NDIS participant, you must provide your NDIS number when booking. Our services are claimable under the Household Tasks registration group (Item 01_021_0120_1_1 – Linen Service). You’ll be responsible for any charges if this code isn’t covered in your plan.

21. If a dispute arises, please notify us in writing, outlining the issue, the outcome you’re seeking, and your proposed steps toward resolution. Both parties will attempt to resolve the matter through good faith negotiations.

22. We comply with all Australian Consumer Law guarantees. All other terms or warranties not required by law are excluded unless agreed to in writing by Soapy Dolphin Laundry.

23. We use your personal data to:

• Deliver laundry services;

• Process payments;

• Let you know about similar services, unless you opt out via the “Unsubscribe” link in our emails.

24. Your personal information will never be shared with third parties, except with trusted service providers helping us deliver our services.

25. We’re not responsible for delays or service disruptions caused by events outside our control.

26. These Terms make up the full agreement between you and Soapy Dolphin Laundry, replacing any prior agreements.

27. Any waiver of rights under these Terms must be in writing.

28. We may transfer or assign our rights and responsibilities under these Terms without your consent.

29. Each clause stands on its own. If a court strikes one out, the others remain valid.

 30. These Terms are governed by Australian law and are subject to the exclusive jurisdiction of the Australian courts.