Our terms and conditions of service aim to ensure clarity between us and our customers. If you would like further clarification on a specific point, please reach out to us.
Placing an Order
By using our services, you agree to be bound by the following terms and conditions which may change from time to time without notice.
All prices are inclusive of Goods and Services Tax and are subject to change without notice.
Please ensure to thoroughly check ALL garments for hazardous items e.g., coins/banknotes, pens, keys, credit cards etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.
In some cases, additional time may be required to apply additional treatments. To ensure the best results can be achieved we may validate your required timeframe for collection. If your order is a MUST HAVE we will apply all stains removal treatments possible within the available timeframe. If your order is listed as OKAY FOR MORE TIME we will continue to treat the item/s for stain removal until all available treatments have been exhausted. We will SMS you once your order is ready for collection.
Where an item is to be restored due to exposure to such containments as smoke, mildew, or water, treatments that contradict the items Care Label instructions may need to be applied. New Image Dry Cleaners cannot take any responsibility for any adverse effects caused.
Where a clothing alteration requires a measurement to be provided, and you opt not to have New Image Dry Cleaners complete the fitting, a comment 'Customer's Own Measurement' will be listed on your order. New Image Dry Cleaners cannot be held responsible if the completed alteration is incorrect.
Cancelling or Amending an Order
After placing an order cleaning/alteration of your items may commence immediately. Depending on where in the process your items are at, it may not be possible to cancel or modify your order. All requests to cancel or modify an order are must be at the discretion of management.
Payment Terms
All invoices must be paid on collection of garments or as otherwise directed by us and we reserve the right to retain your order until payment in full is received.
Where an order pre-payment is not recorded in our system, proof of payment, in the form of a tax invoice receipt, EFTPOS or online bank statement must be provided before the order can be collected. Where proof of payment cannot be presented, and collection of the order is required immediately, payment must be made in full. Once proof of original payment is presented, a refund of the duplicate payment will be processed immediately.
Collection of Order
Whilst we shall make every possible effort to process garments within the prescribed time-frame we shall not be liable for delays.
In the event that garments are not collected within ninety (90) days we reserve the right to dispose of them as we see fit and shall not be held liable for any loss that you may suffer in such an event.
Standard of Service
We offer a safe cleaning guarantee. This means we will process every garment we accept safely. This does not mean we will remove every stain from every garment. If it is our professional opinion that stain removal will be unsafe, or will compromise our safe cleaning guarantee, stain removal efforts will cease.
Please be aware that in some instances, some stains on an item may not be visible prior to cleaning. In line with our safe cleaning guarantee, every attempt will be taken to safely remove these stains, however it may not be possible to remove every stain without causing damage to the fabric. Please ask us for more information on why some stains are not always visible prior to cleaning.
To protect your garments, we follow the Care Label instructions on each item we process. If you request a garment treatment which is contradictory to that indicated on the Care Label instructions, we will make an attempt to contact you and advise you of the potential risks associated with proceeding with the treatment. If we are unable to gain your informed approval to proceed, we shall refrain from cleaning the garment in question. If you authorise us to proceed (through verbal confirmation), you must assume responsibility for any damage to the garments.
We check garments for any damage that could be exacerbated by the laundering/dry-cleaning process. If we have any concerns regarding a garment, we will make an attempt to contact you and obtain your approval to tailor the garment ahead of cleaning it. If we are unable to gain your approval, we shall refrain from cleaning the garment in question.
Likewise, if we have any concern about the colour fastness, age, or condition of the garment, we will contact you in a similar fashion to obtain your approval, or return the garment to you untreated. If you authorise us to proceed, you must assume responsibility for any damage to the garments.
We will not be liable for any delay or non-performance of our services where you have failed to provide accurate information in your Order. For example you have not responded to our requests for approval to clean a high-risk garment.
We accept no liability for garments that have missing or removed Care Labels.
Loss of Garment
We exercise utmost care in processing garments received to avoid misplacement or loss of items. However, there will be instances where items may get misplaced or lost. As such, we ask that you advise us of any discrepancy within twenty-four (24) hours of picking up your garments so that we may investigate the matter and make a determination.
We reserve the right to take up to or including twenty-one (21) days from the order promise date to investigate a misplaced garment.
Re-Cleaning Policy
We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within twenty-four (24) hours of collection/delivery and we guarantee to re-clean your items free of charge.
Any re-clean requests submitted after forty-eight (48) hours will be considered on a discretionary basis. The re- cleaning only applies to individual items that have been cleaned by New Image Dry Cleaners and the original dry cleaning identification tag must be attached to the item.
Please note it is not always possible to remove stains. If we cannot remove a stain customers will be informedaccording to the ticket which is attached to their items. In this instance a complimentary re-clean will be considered on a discretionary basis.
Damage to a Garment
We exercise utmost care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of each individual garment. Nevertheless, we cannot assume responsibility for inherent weaknesses or defects in materials (such as sun fading on curtains) which may result in tears or the development of small holes in fabric that are not readily apparent prior to processing.
Likewise, we cannot guarantee against colour loss, colour bleeding, and shrinkage; or against damage to weak and tender fabrics. If such damage occurs an industry standard information fact sheet (published by the International Fabricare Institute) which explains the problem, responsibility and remedy cause will be provided.
Liability
Wash and Fold Orders - We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments that need to be specially treated i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried. Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
Dry Cleaning / Laundering Orders - in the unlikely event of loss or damage to an item, New Image Dry Cleaners will pay compensation in line with the International Fair Claims Guide. Please check with store more information.
Our liability with respect to any lost or damaged items shall not exceed ten (10) times our charge for cleaning that garment regardless of brand or condition. If proof of original purchase is not available, New Image Dry Cleaners reserves the right to provide compensation in the form of a store cash credit.
No claims for damages will be recognised unless you advise us within twenty-four (24) hours of collecting the garments.
Where the garment has been cleaned in accordance to the care label instructions and damage has resulted, New Image Dry Cleaners will not be held responsible. At their discrepancy New Image Dry Cleaners will try and provide guidance to the customer around how to manage the defect, however it the responsibility of the customer to engage the manufacturer/retailer directly.
Problem with Our Services
Please visit us in store as soon as reasonably possible so that your concerns can be addressed. To enable us to rectify any concerns you have around that cleaning or pressing quality of your items, the items must be returned to one of our store locations so that a thorough investigation can be completed. It is not possible for us to investigate a concern based on a photo or video. Please understand that time may be required to allow a thorough investigation to be completed. Please allow forty-eight (48) hours for a response.
Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by an Event Outside Our Control.
An Event Outside Our Control means any act or event beyond our reasonable control, or the reasonable control of any of our service providers including (without limitation) such as strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.
If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
- - We will contact you as soon as reasonably possible to notify you.
- - Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control.
- - You may cancel your order or we may cancel it.
Pick up and Delivery
Pickup and Delivery slots are subject to availability.
Submission of a booking through New Image Drycleaner's online ordering system will receive a written confirmation of its acceptance of your order and contact information.
You can cancel your order any time up to 5 hours before New Image Drycleaners collects your laundry. Cancelling your order less than 5 hours before a collection will incur a $10.00 administration charge.
Normal Drycleaning and Wet Cleaning will have 3 business days turn around and Household Cleaning will have 7 business days turn around. New Image Drycleaning team will contact you in case of more time required for cleaning.
New Image Drycleaners may cancel your order if there is an intervening event outside its control; or you fail to make items available for collection; or it considers any item does not correspond with your order, is damaged, has no information about its content or cleaning instructions or does not fall within items it accepts.
New Image Drycleaners will use reasonable endeavours to pick-up and deliver items at the times specified in your order but does not warrant that it will do so.
New Image Dry Cleaners have rights to change the prices when garments are not according with online order. For Example, Leather and suede garments prices are different than normal garments. New Image Drycleaners team will contact you if any changes will be required.
An invoice will be emailed to you once your laundry is completed and New Image Drycleaners will deliver your laundry once you have paid the invoice. New Image Drycleaners reserves the right to withhold your laundry until payment is received in full.
Payment is accepted by Credit Card or Debit Card via the online payment link in the invoice. A 1.5% merchant fee is added to all invoices. Alternative payment options may attract an administration fee.
If you fail to accept delivery of items at an agreed time, a redelivery fee of $10.00 will be charged to you. If you fail to accept delivery of an item for more than 60 days after the invoice date, you will be deemed to have abandoned theitem and New Image Drycleaners may dispose of it in its sole discretion.
You may arrange to have an item left in a safe place, collected from, or re-delivered to, a third party, but do so at your own risk. You may, by written instruction to Laundry Lady, request it to leave an item in an agreed location without signing for delivery and New Image Drycleaners will not be liable to you for any damage to or loss of the item after it is delivered.
If something goes wrong with your item whilst in New Image Drycleaner's care and it proves to be due to the fault of Laundry Lady, it will refund your money for the laundry service of that item, however New Image Drycleaners accepts no responsibility for items that are damaged or lost in the normal course of the laundry process.
If an item requires special care, you must bring that to New Image Drycleaner's attention. If you do not do so, New Image Drycleaners may wash the item according to its care label or normal laundry process if there is no care label. You acknowledge and agree that any advice, recommendation, information or assistance that may be provided by New Image Drycleaners is provided in good faith and in reliance upon the accuracy and completeness of information provided by you.
New Image Drycleaners does not warrant that it will be able to remove all types of stains and will only provide a regular stain removal treatment if requested to do so.
By accepting payment of any sum after its due date, New Image Drycleaners does not waive its right either to require payments as they fall due or to suspend or end the Terms.
When a dispute arises, you must notify New Image Drycleaners of the dispute by giving written notice specifying the nature of the dispute, the outcome sought and the action believed necessary under the circumstances that will assist in settling the dispute. Each party will then in good faith attempt to resolve the dispute by negotiation.
