Terms & Conditions

TABLE OF CONTENTS

1. Definitions

2. General Terms

3. Bookings and Cancellations

4. Pickup and Delivery

5. Service and Special Care

6. Service Costs and Pricing

7. Payment Terms

8. Payment Disputes and Default

9. Your Rights Under Australian Consumer Law

10. Loss or Damage Claims

11. Service Quality Issues and Refunds

12. Refund Request Process

13. Special Circumstances

14. Dispute Resolution

15. General Provisions

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DEFINITIONS

• "Spin Express" – Nexa Facility Services Pty Ltd (ACN 687339297) trading as "Spin Express" ("we," "us," "our").

• "Booking" – A service request made by a customer through our online booking system, app, website, phone, text, or email. A booking is confirmed once accepted by Spin Express via email/text confirmation.

• "Service" – Laundry services provided by Spin Express, including washing, drying, folding, pickup from your location, and delivery back to your address. This includes any care advice provided in good faith.

• "Standard Wash" – Cold-water machine wash followed by machine drying, with items separated into lights and darks. This is the default service unless you request alternatives at booking.

• "Standard Payment Terms" – Payment via debit or credit card or direct bank transfer required before delivery of completed laundry.

• "Special Care Items" – Garments requiring handwashing, line drying, stain removal, or care beyond Standard Wash. These require written instructions provided prior to pickup.

• "Delivery Window" – Within 24 hours of our collection from your address. Exact delivery time will not be specified in advance.

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PART 1: GENERAL TERMS

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1.1 Scope and Acceptance

These Terms and Conditions and Refund Policy (collectively, "Terms") apply to all bookings accepted by Spin Express. By booking our services, you acknowledge and agree to be bound by these Terms. This agreement is subject to the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)), which provides non-excludable consumer guarantees.​

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1.2 Updates to Terms

Spin Express may update these Terms from time to time. The latest version published on our website at the time of booking will apply to your service. For recurring bookings, the Terms in effect on the date of each pickup apply to that service. Material changes will be notified to recurring customers at least 7 days prior.

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1.3 Booking Confirmation

Upon booking submission, you will receive written email confirmation including:

• Service booking date and estimated pickup time window

• Delivery commitment (within 24 hours of pickup)

• Your address for pickup and delivery

• Estimated pricing

• Payment due date

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1.4 Website and App Availability

Our website and app are provided free of charge for booking purposes. We aim for continuous availability but do not guarantee uninterrupted access. We may withdraw or modify services with 7 days' notice for planned maintenance, or immediately for security issues. We are not liable for outages of less than 2 hours. For unscheduled outages exceeding 2 hours that affect your booking, you may reschedule without penalty.​

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1.5 Force Majeure – Events Beyond Our Control

Spin Express is not liable for failure to perform services caused by events beyond our reasonable control, including:

• Natural disasters (flood, fire, earthquake, pandemic)

• Industrial action or strikes

• Government restrictions or lockdowns

• Utility failures affecting our facility

• Vehicle breakdowns or transport issues

• Road closures or severe weather preventing safe delivery

If service cannot be provided due to force majeure:

• Full refund if service has not commenced

• Pro-rata refund if partially completed (based on work completed)

• No refund if service is completed but delivery is delayed (we will deliver when possible at no additional charge)

We will notify you within 24 hours and offer rescheduling at no cost.

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1.6 Entire Agreement

These Terms constitute the entire agreement between you and Spin Express. Any prior negotiations, representations, or agreements are superseded by these Terms.

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1.7 Assignment of Rights

Spin Express may assign or transfer any rights or obligations under these Terms without your consent. You may not assign any rights without our written consent.

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1.8 Severability

If any clause is invalidated by a court, all remaining clauses remain in full effect.

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1.9 Governing Law and Jurisdiction

These Terms are governed by Australian law and subject to the exclusive jurisdiction of Australian courts. Nothing in these Terms limits your non-excludable rights under the Australian Consumer Law.​

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1.10 Waiver

Spin Express does not waive any right unless given in writing.

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1.11 Your Responsibilities

When you book our services, you acknowledge that:

• You have authority to give instructions regarding items

• Items are your property or you have authority to authorize their laundering

• You will ensure items are available for pickup at the scheduled time

• You will be present or have arranged access for pickup

• You understand the risks and limitations outlined in these Terms

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PART 2: BOOKINGS AND CANCELLATIONS

2.1 How to Book

You can book through:

• Online booking system (website or app)

Your booking is confirmed once Spin Express accepts it and sends you email confirmation with booking details.

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2.2 Customer-Initiated Cancellations

Cancellation More Than 2 Hours Before Scheduled Pickup

• Refund entitlement: Full refund of any pre-paid amounts

• Fees: None

• Processing time: Refund processed within 5-7 business days to original payment method

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Cancellation Less Than 2 Hours Before Scheduled Pickup

• Refund entitlement: Pre-paid amount less administration fee

• Administration fee: $10.00 (incl. GST) – covers driver allocation, scheduling, and administrative processing

• Processing time: Balance refunded within 5-7 business days to original payment method

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No-Show or Failed to Make Items Available

If items are not available for collection at the scheduled time without prior cancellation notice:

• Refund: None for pre-paid amounts

• Rebooking: Treated as a new booking with full payment required

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2.3 Spin Express-Initiated Cancellations

Spin Express may cancel your booking if:

• Details provided are incomplete or false

• Pickup/delivery address is outside our service area

• An event beyond our control prevents service

• Items are not made available at the scheduled pickup time

• Items don't match your order, are damaged, lack cleaning instructions, or fall outside accepted items

• Customer has a history of non-payment or breach of Terms

In these cases:

• You will receive full refund within 2 business days to original payment method

• We will provide written notice of cancellation with reason

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2.4 Booking Dispute Resolution

If you dispute a booking cancellation by Spin Express, contact us within 3 business days at contact@spinexpress.com.au or +61 410 057 057 to request review by a senior manager. We will respond within 5 business days.

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PART 3: PICKUP AND DELIVERY

3.1 Pickup Arrangement

How Pickup Works:

• You do not need to schedule a specific pickup time

• We will collect items within your booking date

• Pickup Day Rules

  - For orders placed on Monday to Thursday, pickup will occur on the next calendar day.

  - For orders placed on Friday/Saturday/Sunday, pickup will occur on the following Monday (next working day).

• Pickup days are based on the date and time the order is successfully submitted and confirmed by Spin Express.

• We will use reasonable efforts to collect during our pick up hours (8:00 AM – 10:00 AM Monday–Friday)

• You should have items ready for collection; we will notify you by phone/SMS approximately 30 minutes before our pick up times

Your Responsibility:

• Ensure items are available and accessible (at front door, secure porch, or designated location agreed in writing)

• Provide clear access instructions if needed (gate code, apartment number, building entry)

• Remove items from pockets and complete any pre-washing preparation

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3.2 Delivery Within 24 Hours

Delivery Commitment:

• We will deliver completed laundry within 24 hours of collection

• Example: Items collected Monday 2:00 PM will be delivered by Tuesday 2:00 PM

No Scheduled Delivery Time:

• Exact delivery time will not be specified in advance

• You should arrange to be home or provide secure delivery instructions

• We will make reasonable efforts to deliver during business hours

Notification:

• We will attempt to deliver completed laundry within 24 hours of collection.

• If we encounter any difficulty (access issues, address not found, no one available, safety concerns, or vehicle problems), we will contact you on the mobile phone number provided at booking.

• We will leave a notification at your address indicating our attempted delivery. You may contact us at +61 410 057 057 to arrange alternative delivery or reattempt within 24 hours. Every reattempt incurs a $12.50 fee. To prevent issues, notify us at booking of access problems, unavailability, or security concerns with alternative instructions.  (see Section 3.3)

3.3 Unattended Delivery

Default Delivery Method:

• Items will be left at your front door, porch, or secure location without requiring signature or in-person handover

If You Prefer Attended Delivery:

• You must provide written notice at the time of booking stating: "Attended delivery required – do not leave unattended"

• You must ensure someone is home during the 24-hour delivery window

• If no one is available, you may arrange a redelivery (see Section 3.4)

After Delivery:

• Once items are delivered to your booking address, Spin Express is not liable for loss or damage after delivery, including theft or weather damage

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3.4 Failed or Refused Delivery

If you are not available to accept attended delivery:

• First delivery attempt: No charge; items returned to our facility

• Second delivery attempt: $12.50 (incl. GST) redelivery fee applies; items returned to our facility

• Third and subsequent attempts: $12.50 per attempt; after 3 failed attempts, items deemed abandoned (see Section 3.5)

You may request redelivery by contacting us within 24 hours at contact@spinexpress.com.au or +61 410 057 057.

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3.5 Abandonment of Items

If items remain undelivered for 30 days after the invoice date:

1. We will attempt to contact you via email and phone

2. We will send written notice (email/text) to your address stating: "Items will be disposed of in 7 days unless advised for delivery reattempt"

3. You have 7 days from notice to claim items by paying any outstanding invoice balance plus delivery reattempt charges

4. After 7 days, items may be disposed of at our discretion

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PART 4: SERVICE AND SPECIAL CARE

4.1 Standard Wash Service

Spin Express provides Standard Wash unless you request alternatives at booking. This includes:

• Cold-water machine washing

• Machine drying

• Separation of lights and darks

• Basic folding

Spin Express performs all washing and drying at a public laundromat; customer collection is not offered.

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4.2 Special Care Items – Written Instructions Required

If your items require special care (handwashing, line drying, stain removal, delicate handling, specific water temperature, air-drying), you must:

1. Identify at booking – Clearly state which items need special care by replying to the booking confirmation email sent at the time of booking. 

2. Provide written instructions prior to pickup via:

   • Replying to the booking confirmation email sent at the time of booking. Online booking form (text field for special instructions)

   • In-person notation on a card attached to items

3. Separate if requested – Some items may need to be kept separate from Standard Wash loads

If you do not provide written instructions:

• Items will be treated as Standard Wash

• Items will be separated into whites and darks based on Spin Express' discretion.

• Spin Express is not liable for damage resulting from lack of instructions, unless damage is caused by our gross negligence (e.g., using excessive heat on items with visible "delicate" care labels)

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4.3 Items Without Care Labels

Items submitted without care labels or with care labels removed must be accompanied by written care instructions or by replying to the booking confirmation email sent at the time of booking. . Otherwise:

• Spin Express will treat items as Standard Wash

• We are not liable for damage unless caused by our gross negligence

• Your responsibility: Provide care instructions or remove items from our service

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4.4 Stain Removal

• Spin Express provides regular stain removal treatment only if you request it at booking

• We do not guarantee removal of all stain types

• Specialist stain removal (oil-based, antique stains, professional dry-cleaning treatments) is not provided by Spin Express

• For specialist treatment, use a professional dry cleaner

• Note stain type and location in your booking or by replying to the booking confirmation email sent at the time of booking, if requesting stain removal treatment

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4.5 Colour Bleeding and Colour Transfer

We separate lights and darks to minimize colour transfer. However:

Spin Express is NOT responsible for colour bleeding or transfer during Standard Wash UNLESS:

1. You specifically notified us in writing prior to pickup that items may colour-run, AND

2. You requested they be treated separately, AND

3. Colour transfer still occurred due to our negligence (e.g., washing your notified items with darks despite your instructions)

Your Responsibility:

• If you have concerns about items that may colour-run, you must separate them and communicate this in writing or by replying to the booking confirmation email sent at the time of booking. 

• Failure to notify us means Spin Express accepts no liability for colour transfer

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4.6 Items Left in Pockets

Spin Express is not liable for damage caused by items left in pockets, including:

• Tissues, paper, receipts, gum

• Coins, keys, jewellery, pins, safety pins

• Pens, markers, lip balm, chapstick

• Mobile phones, headphones, or electronics

• Lighters, matches, or combustibles

Your Responsibility:

• Empty all pockets before items are collected

• It is your sole responsibility to check pockets

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4.7 Items Left in Pockets, Loss and Theft

1. Customer Responsibility for Checking Pockets

   • You are solely responsible for ensuring all pockets are checked and emptied before your laundry is collected by Spin Express.

   • Items commonly left in pockets include (but are not limited to) coins, keys, jewellery, watches, receipts, tissues, pens, USB drives, bank cards, mobile phones, earbuds, lighters, and any other personal belongings.

2. No Liability for Items Left in Pockets

   • Spin Express does not accept any responsibility or liability for the loss, damage, theft, or disposal of any items left in pockets or otherwise attached to your garments (such as brooches, badges, name tags, cufflinks or removable accessories).

   • Any such items may be damaged, destroyed, or become separated from the garment during the normal laundry process, and Spin Express is under no obligation to repair, replace, or compensate you for those items.

3. Damage Caused by Items Left in Pockets

   • You acknowledge that items left in pockets can cause damage to your garments, other customers’ garments, and our equipment (for example: ink from pens, tearing from keys or coins, melting or staining from lip balm, fire risk from lighters).

   • Spin Express is not liable for any damage to your garments or other items in your order caused by objects left in pockets. You may be held responsible for damage caused to our equipment or other customers’ items where such damage is directly attributable to items you left in your laundry.

4. Handling and Disposal of Items Found

   • If our team notices items left in pockets before processing, we may remove them and place them in your laundry bag or attach them to your order; however, we are not required to check pockets or to search for, record, or store any such items.

   • Any items found may be disposed of, damaged, misplaced, or lost during handling and storage, and Spin Express will not be liable for any loss, theft, or damage in relation to those items.

5. No Insurance or Valuation of Items Left in Pockets

   • Spin Express does not insure and will not assign any value to items left in pockets or attached to garments.

   • You must not place cash, jewellery, electronics, identification documents, bank cards, or any other valuables in pockets or in laundry bags. If you do so, you do so entirely at your own risk.

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4.8 Items We Cannot Accept or Will Not Service

Spin Express may refuse service for items that:

• Are damaged or heavily stained (inspection required)

• Require specialist treatment (leather, suede, fur, dry-clean only)

• Are safety hazards (items containing explosives, flammables, biohazards)

• Lack any identifying features and cannot be tracked

• Are rental items or not owned by the customer

If we refuse service, you will receive full refund if payment was made.

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PART 5: SERVICE COST AND PRICING

5.1 Estimated Pricing at Booking – Calculator for Reference Only

When you place a booking, Spin Express does not provide a specific estimated price. Instead, we provide a free online pricing calculator on our website that you can use to generate an approximate price range based on typical laundry loads.

How the Calculator Works:

• You select the type and approximate number of that type of your laundry

• The calculator provides an estimated price range only based on standard load assumptions

• This estimate is for budgeting reference purposes and helps you understand typical pricing

Important Disclaimers About the Calculator:

The calculator estimate is NOT binding and is provided on an "as-is" basis because:

• Your actual laundry weight, volume, and complexity cannot be known until pickup and measurement

• The calculator uses average assumptions and cannot account for your specific items

• Actual items may be heavier, bulkier, or require special care not anticipated by the estimate

• Your final price may be significantly higher or lower than the calculator estimate

You Acknowledge and Agree That:

• You are not booking at a fixed price; you are booking the service (collection, washing, delivery)

• The calculator estimate has no binding effect on your final price

• The final price will be determined only after pickup, separation, and measurement of your actual laundry

• You are not committing to any specific price by booking; pricing will be confirmed after our assessment of your laundry

• The calculator is a free tool provided for budgeting purposes only and Spin Express is not liable for any inaccuracy in the calculator estimate

No Price Lock-In:

• Booking at any time does not "lock in" the calculator price

• Your actual final price depends entirely on the actual weight, volume, and type of items we collect and measure

• The calculator is an aid to help you estimate costs, but your final invoice may differ substantially

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5.2 Final Pricing – Determined After Pickup and Measurement

Once Spin Express collects your laundry from your home, in our facility we will:

1. Separate items into categories:

   • Whites

   • Darks/Colours

   • Specialty items (doonas, bedsheets, towels, heavy fabrics, etc.)

   • Special Care items (delicate fabrics, silks, wools, etc.)

2. Measure the load:

   • Measure total volume and weight of each category using industry-standard scales

   • Assess number and type of specialty items

   • Determine if special handling or care is required

3. Calculate complexity:

   • Assess items requiring special care, stain removal, or delicate handling

   • Determine if additional time or resources are needed beyond Standard Wash

4. Prepare final invoice:

   • Based on actual measured weight/volume and service complexity

   • Including all applicable fees (merchant, service, minimum charge)

   • Sent via email to your registered email address

Timeframe for Final Invoice:

• Invoice will be prepared and emailed within 2–8 hours of collection

• Invoice will include:

  • Itemized breakdown by category (whites, darks, specialty items)

  • Total load weight and/or volume measurement

  • Service type applied to each category (Standard Wash, Special Care, etc.)

  • Merchant processing fee (if any)

  • Service fee (if any)

  • Minimum service charge ($40.00)

  • Total amount due for payment

 

5.3 Disputing the Final Invoice – Before Payment

If you dispute the final invoice charges before making payment:

Step 1: Contact Us Within 24 Hours

• Email: contact@spinexpress.com.au (preferred)

• Phone: +61 410 057 057

• Clearly state which charges you dispute and provide your reasoning

• Provide supporting evidence if possible (e.g., comparison to calculator estimate, photos of laundry)

Step 2: We Will Review

• We will provide a detailed explanation of how the final price was calculated

• We will explain the weight/volume measurement and categorization of items

• We will clarify which items were classified as specialty items and why

• We will break down each fee applied

Step 3: Outcome

• If a genuine measurement or calculation error is confirmed by us, a corrected invoice will be issued

• If our measurement and calculation are confirmed as accurate, the original invoice stands

• Laundry will not be delivered until full payment of the final invoice is received

Important: Spin Express will not re-measure or re-weigh laundry after it has left our initial measurement area. The measurement performed at our facility after pickup is final and binding. This is why it is critical to dispute within 24 hours of receiving the invoice if you believe an error occurred.

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5.4 Payment of Final Invoice – Before Delivery

Payment Terms:

• Payment is required before delivery of your completed laundry

• You must pay the full final invoiced amount

• Payment method: Debit or credit card or direct bank transfer (online payment only)

• Delivery Contingent on Payment:

• Laundry will not be delivered until payment has been received and cleared

• If payment is not received within 48 hours of invoice, laundry will be returned to our facility and storage charges will apply (see Section 6.4)

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5.5 Fees Applied to All Invoices Merchant Processing Fee: 2.3%

• Charged by our payment processor on all card transactions

• Non-refundable (third-party cost)

• Shown separately on invoice

• Example: $100 service = $2.30 merchant fee​

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Minimum Service Charge: $40.00 (incl. GST) per pickup

• Applies to all bookings, regardless of laundry weight or volume

• Covers pickup, delivery, fuel, vehicle, labour, and facility costs

• Includes merchant fee and service fee

• Your final invoice will never be less than $40.00

Minimum Charge Refund Treatment:

• If cancellation before pickup (>2 hours notice): Full $40.00 refunded

• If cancellation after pickup (items in our possession): Minimum charge may be retained to cover operational costs already incurred

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5.6 Why Your Final Price May Differ from Calculator Estimate

• Your final invoice may be higher or lower than the calculator estimate because:

• When actual weight is higher than estimate, price may be higher

• When items require special care not noted, special care processing adds cost

• As bulky items (doonas, bedsheets) are heavier than standard clothes, price adjusted upward

• When actual weight is lighter than estimate, price may be lower, but minimum charge ($40) still applies

• Calculator assumes Standard Wash but items need Special Care, actual cost is higher

• When load is small and hits minimum charge, price will be $40 minimum

We Cannot Guarantee the Calculator Estimate:

• The calculator uses average assumptions and cannot predict your specific load

• Variation between estimate and final price is normal and expected

• Spin Express is not liable for any discrepancy between calculator estimate and final invoice

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5.7 Overcharging Claims – After Payment

If you believe you were overcharged after paying the invoice:

Step 1: Contact Us Within 30 Days

• Email: contact@spinexpress.com.au

• Phone: +61 410 057 057

• Clearly describe which charges you believe are incorrect

• Provide supporting evidence if possible

Step 2: We Will Review

• We will check our measurement records

• We will provide detailed explanation of the charges

• We will verify all fees applied

Note: Price dissatisfaction (e.g., "I think it's too expensive") does not qualify for a refund. Refunds are only issued for genuine measurement or calculation errors.

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5.8 No Refund for Difference Between Calculator Estimate and Final Invoice

Calculator Estimate Disclaimers:

• The free calculator provided on our website is an aid for budgeting only

• Difference between the calculator estimate and your final invoice is not grounds for a refund

• The calculator cannot account for your specific laundry weight, volume, or complexity

• Your final price is based on actual measured weight and volume, not on calculator assumptions

You Are Not Purchasing Based on Calculator Price:

• By booking, you acknowledge you are purchasing the laundry service (collection, washing, delivery), not a price lock-in

• You understand that pricing is determined after measurement

• You accept that your final invoice may differ from the calculator estimate

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5.9 Pricing Transparency and Disclosure

What We Disclose:

• Free online calculator showing typical price ranges

• Itemized invoice after pickup showing exact weight/volume, category breakdown, and all fees

• Clear explanation of how your final price was calculated

What We Do NOT Disclose:

• A fixed price at the time of booking (price is determined after measurement)

• A guarantee that your price will match the calculator estimate

• A price lock-in based on when you book

You Have 24 Hours to Dispute:

• After receiving the invoice, you have 24 hours to contact us if you believe there is an error

• Disputes after 24 hours and before payment are less likely to result in re-measurement

• After payment, you have 30 days to claim overcharging (see Section 5.7)

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KEY CLARIFICATIONS:

1. No Price Quote Given: Customer books without knowing exact price; they use the calculator themselves for estimates.

2. Calculator Disclaimer: The free calculator is a budgeting tool, not binding; Spin Express not liable for calculator inaccuracy.

3. Price Determined Post-Pickup: Only after measurement at our facility is the final price calculated.

4. No Price Lock: Booking time and calculator estimate do NOT lock in any price.

5. Transparent But Uncertain: Customers understand pricing is fair but not certain until after pickup.

 

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5.10 Pricing Transparency

All fees are itemized on your invoice and explained at checkout. You can review the pricing breakdown before paying the invoice.

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PART 6: PAYMENT TERMS

6.1 Standard Payment Terms (Default for All Customers)

• Invoice is emailed once pricing is confirmed (after pickup and in our facility)

• Payment required before delivery

• Payment method: Bank transfer, Debit or credit card (online only)

• Laundry will not be delivered until all due payment as per invoice is received and cleared

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6.3 Payment Methods

We accept:

• Debit card (online)

• Credit card (Visa, Mastercard; online)

• Bank Transfer

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6.4 Withholding of Laundry

Spin Express reserves the right to withhold your laundry until full payment is received. If items are held due to non-payment beyond 7 days from delivery date:

• Storage fee: $5.00/week

• Customers are responsible for all storage costs

• Items may be disposed of after 30 days unpaid

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PART 7: DEFAULT AND PAYMENT DISPUTES

7.1 Default Definition

You are in default if you:

• Do not pay when payment is due, OR

• Fail to comply with any other material obligation under these Terms

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7.2 Payment Disputes – Before Payment

If you dispute the invoiced amount before making payment:

1. Contact us within 24 hours of receiving invoice:

   • Email: contact@spinexpress.com.au

   • Phone: +61 410 057 057

2. We will review the laundry load and provide clarifications to you

3. If an error is confirmed, corrected invoice issued

4. If no error is found, original invoice stands

5. Laundry is not released until full payment of correct amount is received

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7.3 Payment Disputes – After Payment (Overcharging)

If you discover overcharging after payment, contact us within 30 days. We will review our records (count, weight, photos, scale calibration if available).

No refund for price dissatisfaction alone:

• If pricing was calculated correctly per our rates but you believe it's too high, no refund applies

• Pricing is clearly stated on our website and based on actual weight/count

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7.4 Collection Costs for Non-Payment

If you default on payment, you agree to pay all reasonable costs incurred by Spin Express in collecting the amount owed, including:

• Legal fees

• Debt collection agency fees

• Storage fees ($5.00/week for items held beyond 7 days)

Exception:

• If the debt is later disputed and found to be Spin Express's error (e.g., overcharging), you are not liable for collection costs

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7.5 Indemnification – Limited Scope

You indemnify Spin Express against losses, costs, and expenses resulting from:

• Your failure to pay undisputed amounts

• Your breach of payment obligations under these Terms

This indemnity does not apply to:

• Disputed amounts subject to good-faith resolution (see Part 11 – Dispute Resolution)

• Claims arising from Spin Express's breach of these Terms

• Claims arising from our negligence or failure to exercise due care and skill

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PART 8: ACL CONSUMER GUARANTEES

8.1 Your Non-Excludable Rights

Spin Express acknowledges and provides all consumer guarantees required under the Australian Consumer Law. These guarantees cannot be excluded or limited and include the right to have services:

1. Performed with due care and skill – Using reasonable care, skill, and technical knowledge appropriate to laundry services

2. Fit for any specified purpose – If you tell us a specific purpose (e.g., "I need this ready for a wedding"), the service must be fit for that purpose

3. Completed within a reasonable time – Where no time is specified in booking, services must be completed within a reasonable timeframe

4. Performed with no misleading or deceptive conduct – We will not make false or misleading claims about our services

Any attempt by Spin Express to exclude these guarantees is void and unenforceable.​

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8.2 Major Failure vs. Minor Failure

Major Failure occurs when:

• The service has a problem that would have stopped you from acquiring it if you had known about it

• The service is substantially unfit for its common purpose and cannot easily be remedied

• The service is substantially unfit for a purpose you told us about and cannot easily be remedied

• The service was not provided with due care and skill and the problem cannot easily be fixed

• The service is significantly different from the description, sample, or demonstration model

Your remedies for Major Failure:

• Cancel the service contract and obtain a full refund, OR

• Keep the contract and seek compensation for the drop in value

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Minor Failure occurs when:

• The service has an issue but does not constitute a major failure

• The service still doesn't fully meet consumer guarantees

Our obligation for Minor Failure:

• We must fix the problem within a reasonable time (typically within one re-service cycle)

If we fail to fix it:

• You can cancel and obtain a refund for the unused portion, OR

• You can engage someone else to fix it and recover reasonable costs from us

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PART 9: LOSS OR DAMAGE TO ITEMS

9.1 When Spin Express Is Liable

Spin Express accepts responsibility for loss or damage to your items that occurs while they are in our custody (from pickup to delivery at your address), if the loss or damage is caused by:

• Our negligence or failure to exercise due care and skill

• Failure to follow your written care instructions (that we received and acknowledged)

• Failure to use appropriate equipment or processes

• Equipment malfunction (e.g., washing machine breakdown)

• Loss during transportation, collection, or delivery while in our custody

9.2 When Spin Express Is NOT Liable

Spin Express does not accept responsibility for loss or damage resulting from:

• Items in Pockets - Damage from coins, keys, tissues, pens, jewellery, phones, gum, matches, lighters, or other objects left in pockets

• Missing Care Labels - Items without care labels or with labels removed, unless damage results from our gross negligence

• No Written Instructions - Special care items submitted without written instructions, unless damage results from our gross negligence (e.g., visible "delicate" label ignored)

• Pre-existing Damage - Items submitted with pre-existing damage or defects not disclosed at pickup

• Normal Wear and Tear - Normal wear from the laundering process itself

• Industry-Standard Shrinkage - Shrinkage up to 5% (industry standard)

• Colour Issues - Colour bleeding or colour transfer if customer did not provide written notice that items may colour-run prior to pickup

• After Delivery - Items abandoned at delivery address after delivery has occurred; loss or theft after delivery

• Special Textiles - Damage to silk, wool, cashmere, or delicate items submitted without special care instructions

• Undisclosed High-Value Items - Items valued over $500 not disclosed in writing prior to pickup

• Rental Items - Damage to rental items or items not owned by customer

• Antique/Irreplaceable - Antique or irreplaceable items not under a separate Premium Handling Agreement

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9.3 Your Remedies for Loss or Damage Caused by Our Negligence

If we are liable, you may choose from the following remedies:

Option 1: Repair or Replacement (Our Preferred Remedy)

• Spin Express will arrange professional repair of damaged items, OR

• Spin Express will replace the item with one of similar quality and condition

• We arrange and pay all costs; no cost to you

• Timeframe: We will obtain quotes within 3 business days; repair/replacement completed within 30 days

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Option 2: Refund and Compensation

• Refund of the service fee for that item

• Plus compensation based on depreciated value of the item

• You must provide proof of purchase: Receipt, online purchase confirmation, or statutory declaration

• Compensation = (Original purchase price) × (Age adjustment factor) – (Wear and tear adjustment)

• Example: $100 dress purchased 3 years ago with normal wear = ~$40 depreciated value

• Maximum compensation:

• Compensation will not exceed the reasonable depreciated value at time of damage

• Spin Express will not pay more than the item's fair market value at the time it was damaged

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Option 3: Service Credit

• As an alternative to refund, Spin Express may offer store credit for future services at the amount of the service fee plus a 10% bonus

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9.4 How to Claim for Loss or Damage

• Notification Deadline: Within 7 days of delivery

• Contact Spin Express via:

            - Email: contact@spinexpress.com.au (preferred – provides documentation)

            - Phone: +61 410 057 057

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• Provide:

           - Booking reference number and invoice number

           - Clear description of the damage or loss

Photographic evidence of the damage (clear, well-lit photos)

Proof of original purchase value if claiming compensation (receipt, purchase confirmation, statutory declaration)

The damaged item, available for our inspection (do not discard)

• Claims submitted after 7 days:

• Will be assessed on a case-by-case basis but may be declined if evidence cannot be gathered or authenticated

• You must still provide all documentation above

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9.5 Investigation and Assessment Timeframe

• We will investigate loss or damage claims within 14 business days of notification

• We will communicate our assessment and proposed remedy via email

• You can ask questions or provide additional evidence within 7 days of our assessment

• Final decision within 21 business days of initial claim

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9.6 Items Left at Delivery Address

Once items are delivered to your booking address:

• Spin Express is not liable for loss, theft, or damage after delivery

• This includes weather damage, theft from porch, or loss left unattended

You can prevent this by:

• Requesting attended delivery at booking (we will require someone at the address during 24-hour delivery window)

• Providing specific delivery instructions (e.g., "leave at side gate," "give to neighbour")

 

PART 10: SERVICE QUALITY ISSUES AND REFUNDS

 

10.1 What Constitutes a Service Quality Issue

Service quality issues include:

• Damage during service (tears, holes, stretching, colour fading)

• Incorrect processing (e.g., items ironed when not requested)

• Wrong items returned or items mixed with others' laundry (in multi-customer scenarios)

• <>

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10.2 How to Report a Service Quality Issue

• Notification Deadline: Within 7 days of delivery

Contact us via:

• Email: contact@spinexpress.com.au (preferred)

• Phone: +61 410 057 057

Provide:

• Booking reference and invoice number

• Clear description of the quality issue

• Photographic evidence (clear, well-lit photos showing the issue)

• Your preferred resolution

 

10.3 Our Quality Remedies

Spin Express will offer you a choice of remedies:

Option 1: Re-service (Our Preferred Remedy) <>

• Spin Express will collect the affected items at no cost

• We will re-clean the items at no additional charge

• Items will be returned within standard 24-hour delivery window

• This is our preferred solution for quality issues

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Option 2: Partial Refund

• If re-service is not acceptable or not possible:

• Refund calculated as: (Number of affected items ÷ Total items) × Total service cost

• Example: 3 items damaged out of 12 total = 25% of total service cost refunded

• Maximum: 100% of the service cost for completely unusable service

 

Option 3: Full Refund

• Available only if the service failure is a major failure under ACL (see Section 8.2), including:

• Complete failure to provide the service as described

• Service rendered completely unusable

• Significant damage caused by our negligence

• Service so deficient you would not have acquired it if you knew about the defect

 

10.4 Good Faith Negotiation

Both parties will attempt to resolve service quality disputes through good faith negotiation. This means:

• We will listen to your concerns and provide a fair assessment

• You will provide evidence and be flexible with remedies

• We will aim to resolve within 7 business days

• If you disagree with our assessment, you may escalate to dispute resolution (see Part 13)

 

PART 11: REFUND REQUEST PROCESS

11.1 When You Can Request a Refund

You can request a refund for:

• Cancellation before pickup (>2 hours notice) – Full refund

• Cancellation less than 2 hours before pickup – Refund less $10 administration fee

• Overcharging (pricing error) – Refund of overcharged amount

• Service quality issues – Partial or full refund depending on severity

• Loss or damage caused by our negligence – Compensation or repair/replacement

• Service not provided due to force majeure – Full or pro-rata refund

 

11.2 Refund Request Steps

Step 1: Contact Us

• Email: contact@spinexpress.com.au (preferred)

• Phone: +61 410 057 057 (Mon–Fri, 8:00 AM – 4:00 PM AEDT)

• Provide booking reference, invoice number, service date, and clear description of issue

Step 2: Provide Supporting Evidence

• For overcharging: Price quote from website, current invoice

• For damage: Photos, proof of original purchase, damaged item

• For quality issue: Photos of problem, description

• For cancellation: Booking confirmation showing cancellation time

Step 3: Assessment Timeframe

• Cancellations/pricing errors: 2–3 business days

• Quality issues: 7 business days

• Loss or damage claims: 14 business days

• Complex claims: May require longer; we will keep you informed

Step 4: Resolution Decision
We will email you with:

• Approval/decline decision

• If approved: Refund amount and processing timeframe

• If declined: Detailed reasons and next steps (see Part 13 – Dispute Resolution)

 

11.3 Refund Processing

Refund Method

• Refunds are processed to the original payment method used for the service:

• Debit/Credit Card: Refund appears within 5–7 business days (may take up to 10 business days depending on your financial institution)

• Bank Transfer (if approved alternative): 3–5 business days

Refund Amount

• Cancellation refund: Pre-paid amount less applicable fees

• Overcharge refund: Amount overcharged

• Quality/damage refund: As determined per Section 10.3 or 9.3

• Service credit: May be offered in place of refund with your consent (may include bonus credit)

Conditions

• Items must be available for inspection if requested (for damage claims)

• You must not dispose of damaged items before we assess them

• Refunds for overcharge claims must be requested within 30 days

 

11.4 Non-Refundable Fees

The following fees are non-refundable as they represent third-party costs:

• Merchant processing fee (2.3%) – Charged by payment processor

• Administration fee ($10.00) – For cancellations <2 hours before pickup

• These fees are incurred regardless of whether service is completed and cannot be recovered.

 

PART 12: SPECIAL CIRCUMSTANCES

12.1 High-Value Items (Over $500)

Items valued over $500 (designer, antique, irreplaceable garments) must:

• Be disclosed in writing prior to pickup with:

• Description (brand, era, materials)

• Original purchase price

• Current estimated value

• Have a separate "Premium Handling Agreement" signed before service

• Be photographed by both you and us at pickup for condition documentation

• Be insured by you (Spin Express cannot provide indemnity insurance)

If you do not disclose high-value items:

• Spin Express liability is limited to the service fee for that item (not the full replacement value)

• We cannot assess appropriate handling without prior notice

• Spin Express may refuse service for high-value items if we believe the risk exceeds our handling capacity. In that case, we recommend you use a specialist dry cleaner.

 

12.2 Antique or Irreplaceable Items

Antique items (heirloom, museum-quality, vintage designer) must:

• Be disclosed with full details (era, historical significance, known fragility)

• Be handled under a separate "Premium Handling Agreement" (separate fee may apply)

• Be photographed by both parties at pickup and delivery

• Spin Express may refuse service for antique items. If we accept, a separate agreement and fee apply.

 

12.5 Force Majeure – Inability to Perform

• If we cannot provide service due to force majeure (see Section 1.5):

• Full refund if service has not commenced

• Pro-rata refund if partially completed

• No refund if service is complete but delivery delayed (we will deliver when operations resume)

Force majeure events include:

• Natural disasters (flood, fire, earthquake, severe storm)

• Pandemic or government-ordered closures

• Industrial action or strikes

• Utility failures (power outage, water supply failure)

• Vehicle breakdown or fuel shortage

• Road closures or severe weather preventing safe delivery

 

12.6 Business Closure or Insolvency

In the unlikely event of business closure or insolvency:

• Any pre-paid services will be refunded within 30 days to the extent possible

• Priority will be given to returning customer property in our possession

• Refunds will be processed according to insolvency regulations if applicable

• We will notify affected customers as soon as possible

 

PART 13: DISPUTE RESOLUTION

13.1 Complaint Handling Process

If you have a complaint about our service:

Step 1: Initial Contact (Within 7 Days)

• Email: contact@spinexpress.com.au (preferred)

• Phone: +61 410 057 057

• Provide booking reference, service date, clear description, and your preferred outcome

Step 2: Initial Response (Within 5 Business Days)

• We will acknowledge your complaint

• We will provide initial assessment or request additional information

 

13.2 Internal Review Process

If you're dissatisfied with our initial response:

• Request a Senior Manager Review:

• Email: contact@spinexpress.com.au with subject line: "COMPLAINT REVIEW REQUEST"

• Provide:

• Original complaint details

• Our initial response

• Why you're dissatisfied and what resolution you seek

• We will respond within 7 business days with a final decision

 

13.3 External Dispute Resolution

• If internal resolution does not satisfy you, you have the right to seek external assistance:

• Consumer Affairs Victoria - 1300 55 81 81 - General consumer advice and dispute assistance - consumer.vic.gov.au

• VCAT - 1300 367 228 - Claims up to $10,000 (Consumer Matters stream) - vcat.vic.gov.au

• ACCC - 1300 302 502 - Serious breaches of consumer law - accc.gov.au

• Fair Work Ombudsman - 1300 794 228 - If dispute involves employment issues - fairwork.gov.au

 

13.4 Good Faith Negotiation

• Both parties agree to attempt good-faith resolution before proceeding to external agencies or legal proceedings. This means:

• Honest communication

• Reasonable flexibility on remedies

• Willingness to find mutually acceptable solutions

• Transparent disclosure of relevant facts

13.5 Your Rights Are Protected

• Nothing in these Terms limits your rights under the Australian Consumer Law or applicable state consumer protection laws. You have the right to:

• Pursue external dispute resolution

• Lodge complaints with regulatory authorities

• Commence legal proceedings in court

• Seek compensation for loss caused by our negligence or breach​

 

PART 14: GENERAL PROVISIONS

14.1 Intellectual Property

Ownership:

• Spin Express owns or licenses all intellectual property rights in our website, app, and published materials

• All works are protected by copyright laws worldwide

• All rights are reserved

Prohibited Use:

• You may not reproduce, modify, distribute, republish, or use any material from our website or app without our written permission

• Unauthorized use may result in legal action

Customer Feedback:

• By submitting feedback or reviews, you grant Spin Express a non-exclusive, royalty-free license to use this content in our marketing and website

• You retain ownership but authorize our use

 

14.2 Data and Privacy

• Your privacy is important to us. Please refer to our [Privacy Policy] for information on how we collect, use, disclose, and protect your personal information.

 

14.3 Contact Information

• For all inquiries, refund requests, complaints, or service issues:

• Email - contact@spinexpress.com.au - Monitored daily

• Phone - +61 410 057 057 - Mon–Fri, 8:00 AM – 4:00 PM AEDT

 

14.4 Effective Date and Updates

• Effective Date: January 2026

• Last Updated: January 11, 2026

• Next Review: January 2027 (or as required by law)

• These Terms may be updated periodically. Changes will be notified to recurring customers with at least 7 days' notice.

 

14.5 Entire Agreement

This document constitutes the entire agreement between you and Spin Express regarding laundry services. It supersedes all prior negotiations, representations, and agreements.

 

14.6 Severability

• If any clause is found invalid by a court, all remaining clauses continue in full effect.

 

14.7 Governing Law

• These Terms are governed by Australian law and subject to the exclusive jurisdiction of Australian courts. Nothing in these Terms limits your statutory rights under the Australian Consumer Law.​

 

ACKNOWLEDGMENT

• By booking our services, you acknowledge that:

• You have read and understand these Terms and Conditions & Refund Policy

• You agree to be bound by all terms and conditions herein

• You understand your consumer rights under the Australian Consumer Law

• You understand when Spin Express accepts or does not accept responsibility for loss or damage

• You understand the refund and dispute resolution procedures

• You have the right to seek external assistance if disputes arise

 

REFERENCES

• Australian Consumer Law (Competition and Consumer Act 2010 (Cth)) – Non-excludable consumer guarantees​
  Consumer Affairs Victoria – Consumer rights and dispute resolution​

• Document Version: 1.0
  Effective from: January 2026
  For Spin Express customers in Victoria, Australia