Cancellation & Refund Policy

This policy explains how to cancel or reschedule a booking with Fold & Co Laundry (ABN 70 173 865 278), what happens if a pickup or delivery is missed, and how refunds work. It summarises clauses 9, 10 and 11 of our Terms & Conditions, which apply if there is any difference.

How to cancel or reschedule

Please email us at contact.foldandco@gmail.com as soon as possible, quoting your booking reference. We’ll confirm your cancellation or new time in writing.

Booking requests

You can withdraw a booking request at any time before we confirm it, at no charge.

Confirmed bookings

• You can cancel or reschedule a confirmed booking without a cancellation fee by giving at least 12 hours’ notice before the scheduled pickup.
• If a confirmed booking is cancelled with less notice, a cancellation fee of up to $15.00 may apply, only to the extent reasonably necessary to recover actual costs or losses arising from the cancellation, taking into account any costs avoided.

Missed pickups

If we attend a confirmed pickup and the laundry is unavailable, you’re absent, or we can’t get access because of circumstances within your control, a missed-pickup fee of up to $15.00 may apply, reflecting reasonable costs actually incurred and taking into account any costs avoided. We’ll contact you to rebook the next available window.

These fees are not automatic and are intended to reflect reasonable costs, not to penalise customers. We will not charge a cancellation or missed-pickup fee where Fold & Co Laundry is responsible, or where charging the fee would be unlawful.

Missed return deliveries and uncollected laundry

Fold & Co Laundry will make reasonable efforts to return your laundry within your confirmed delivery window.

If the missed delivery is our responsibility:

• We will arrange a complimentary redelivery at no additional charge.
• A new delivery window will be agreed with you.
• We will take reasonable care of your laundry until it is successfully returned.

If the missed delivery is due to customer circumstances:

This includes situations where you are unavailable, access cannot be obtained, or incorrect delivery details have been provided during your confirmed delivery window.

• We will contact you to arrange another delivery.
• A reasonable additional delivery fee may apply.
• Any additional fee will be explained and agreed with you before redelivery.

Laundry will not be left unattended unless you have authorised a specific safe-drop arrangement and Fold & Co Laundry has agreed to it.

Uncollected laundry is managed in accordance with applicable Victorian legislation, including relevant notice and disposal requirements. We will never automatically donate, sell or dispose of your garments without following the applicable legal procedures.

If we need to cancel or reschedule

We may decline or cancel a booking for reasonable operational, safety or service-related reasons, or because of events beyond our reasonable control such as severe weather, vehicle breakdowns or laundromat equipment failures. We’ll let you know as soon as practicable, and any refund or other remedy will be provided in accordance with the agreed arrangements and applicable law.

Refunds

• Payment arrangements are communicated before your booking is confirmed, and you’ll receive confirmation of the final amount payable before payment is requested.
• If our service doesn’t meet the standard required by law, you may be entitled to a refund, repeat service, compensation or another remedy. Other refund requests are assessed according to the circumstances and our legal obligations.
• We don’t generally provide refunds solely for a change of mind after services have been properly performed, except where required by law or otherwise agreed.
• Approved refunds will be initiated within five business days of approval. Refunds will ordinarily be made to the original payment method where available, or by another agreed method. Processing times may vary depending on the payment method and financial institution. This timeframe does not delay any remedy required sooner by law.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded or limited.

Questions

If you have any questions about this policy, please email us at contact.foldandco@gmail.com.