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Frequently asked questions
FAQ
Frequently asked questions
General
Place an order before 10am and wash and fold orders will be returned the next day, dry cleaning within 2 days. If you have a mixed order of both services your order will be returned within the dry-cleaning time. If you require your wash and fold the next day we recommend you place 2 separate orders. This excludes Saturday, Sunday locker drop off, public holidays and garments that require special services or a stain treatment or restoration. Please pay your invoice the day you receive it to guarantee your delivery back to locker locations without delay.
When you create an account at our homepage online and place an order, as your clothes are processed you will be sent an invoice with a pay selection. Once invoice has been paid you will receive an alert confirming payment. Please pay invoices the day you receive it to avoid delivery delays. If payment is not made the day of receiving the invoice, this could delay delivery times until payment has been confirmed. To view our full price list, please visit the pricing section of this website.
You can write your order in the special requests section (write wash & fold if you have a wash & folder order, to ensure your clothes do not get dry cleaned). You are not required to tell us what is in your order if you do not have time, you can place your clothes in the locker and we sort through it. Do not forget to write wash & fold if it is a wash and fold order.
You are then sent an itemised invoice. As above you do have the option to write down each item in the notes section when placing an order. Either way works. Please remember to write the words "wash and fold" in the notes section for all wash and fold orders.
No. You do not need to weigh your wash and fold we do this for you. If you would like to weigh your wash and fold prior to placing in the lockers, we recommend travel scales or normal bathroom scales also work. Please remember to write wash & fold in the special requests section when placing an order.
Once your order has been placed you will receive contact via email and txt message (please check your spam if you do not receive an email). You are contacted when you place your order, then your invoice with your order and payment options are sent to you. You will then be contacted with the details of the location and locker when your clothes are ready to be picked up.
To add protection to your clothes we recommend that you place your wash and fold and dry cleaning in laundry or garment bags. If you do not have a laundry bag or garment bag you can purchase one from Ocean Express. Our Bags protect your garments and keep them in pristine condition. Laundry bags are $16 and Garment Bags are $12, if you would like to purchase one of our bag's please write this in the notes section, your clothes will then be returned in the bag you purchased.
To cancel an order, press Let's Chat button on the bottom of the screen in the right-hand corner and send us a chat with your details and request cancel order.
Or email us at support@oceanexpresslaundrylockers.com.au with your name, locker location and locker number. Title the email Cancel Order and we will cancel your order on the system. Or call us on 0432809521 and we can cancel it for you.
OCEAN EXPRESS LAUNDRY LOCKERS PTY LIMITED
TERMS AND CONDITIONS
1. INTRODUCTION
1.1 These terms and conditions (Terms) govern your use of our services and the relationship between you (you or Customer) and Ocean Express Laundry Lockers (us or Service Provider) ABN 98 686 316 969. Please read these terms carefully before using our services.
1.2 These Terms may be accepted by:
(a) clicking “I Accept” or a similar button or checkbox on our website, through an application or software linked from our website or a mobile application;
(b) using our services after being presented with these Terms.
1.3 By using our services, you acknowledge that you have read, understood and agree to be bound by these Terms.
2. OUR SERVICES
2.1 We provide a locker-based laundry and dry-cleaning service platform. Our services include wash and fold laundry services, dry-cleaning services, garment pressing services, clothing alteration services and any other services displayed on our website or mobile application at the time of booking.
2.2 To use our services, you must:
(a) attend one of our designated locker locations;
(b) follow the instructions on our website or mobile application to register, select your services, deposit your items into the selected locker and complete your order; and
(c) provide accurate contact information and valid payment details as required.
2.3 Once you have completed your order, our system will alert our contracted third-party service provider (Service Partner) to collect your items. All cleaning, pressing, alteration and repair services are performed by third party Service Partners engaged by us. The Service Partner will complete the requested services and return your items to a locker at the same location where you made the drop-off.
2.4 You will be notified via text message and/or email when your items and services are completed. This notification will include:
(a) confirmation of the services completed;
(b) the total price of your order; and
(c) instructions for collecting your items, including the locker number and access code.
2.5 All prices are displayed on our website or mobile application at the time of booking. If any additional repairs or alterations are required beyond your original order, we will contact you for approval and confirmation of any additional charges before proceeding with that work.
2.6 Payment is due when an invoice is sent to you after your order is completed. You must pay in accordance with the payment terms specified on the invoice. All payments are processed securely through our third-party payment processor.
2.7 If a locker malfunctions, choose another locker, cancel free if on the drop-off or call us on 0432809521 and we will aim to fix it within 48 hours or refund you.
3. YOUR OBLIGATIONS
General obligations
3.1 You agree to:
(a) be 18 years or over to use our services;
(b) provide accurate and complete contact information and payment details when registering for our services through our website, mobile application and other digital platform;
(c) have sufficient funds available to process payment for services requested;
(d) check all garments and items thoroughly for money, jewellery, valuables, personal items and removable accessories (such as belts or detachable elements) before placing them in a locker. We are not responsible for any loss or damage to such items;
(e) ensure items are suitable for the service requested and follow any care label instructions on garments;
(f) use the lockers in accordance with any instructions provided and not misuse or damage the locker facilities;
(g) keep your lock access code private and not share the codes unless you want another person to collect your items;
(h) respond promptly to any requests for approval of additional charges or services.
Prohibited items
3.2 You must not place items in our lockers that are contaminated with bodily fluids, excessively damaged, infested, contain hazardous materials, or pose a health and safety risk. You must also not place any items in our lockers that are not clothing, textiles or garments. We reserve the right to refuse service for such items and may charge a handling fee.
Collection of completed items
3.3 You must collect your completed items within 7 days of receiving the collection notification. Storage fees of $5.00 per day will apply from day 8 onwards. Items uncollected for more than 30 days may be disposed of or donated to charity without further notice.
High-value items
3.4 Our liability for any single item is limited to a maximum of $200 per item.
3.5 We do not accept items valued over $500 for cleaning unless expressly agreed in writing prior to service. We recommend you obtain independent insurance for high-value items.
3.6 By using our services, you acknowledge and agree that:
(a) designer garments, vintage clothing, wedding dresses, fur, leather, suede and other high-value items are submitted at your own risk;
(b) the maximum compensation payable for any single item is $200;
(c) you should not submit items of significant monetary or sentimental value unless you accept this limitation.
Notification of issues
3.7 You must notify us of any damage, loss or service quality issues within 48 hours of collecting your items. Subject to applicable law, claims made outside these timeframes will not be accepted.
3.8 When making a claim, you must provide photographic evidence of the issue and make the item available for inspection if requested. You must not attempt to repair or re-clean the item before we have inspected it.
4. PAYMENTS
4.1 All payments for our services are displayed on our website or mobile application at the time you place your order.
4.2 An invoice will be sent to your registered email address once your order is completed and ready for collection. Payment must be made within the timeframe specified on the invoice.
4.3 If additional services, repairs or alterations are required beyond your original order, we will contact you for approval before proceeding. Any additional charges must be confirmed by you before we commence that additional work.
4.4 You must ensure your registered payment method remains valid and has sufficient funds available to complete payment when your order is finalised.
4.5 If payment is not received by the due date specified on the invoice, we reserve the right to:
(a) retain your items in the locker until payment is successfully processed; and
(b) apply storage fees in accordance with clause 3.3 if items remain uncollected beyond 7 days.
4.6 All prices are in Australian dollars and include GST unless otherwise stated.
5. REFUNDS AND CANCELLATION
5.1 You may cancel your order at no charge if you notify us before your items have been collected from the locker by our Service Partner. To cancel you must contact us at 0432 809 521 and support@oceanexpresslaundrylockers.com.au and provide your order number. Once your items have been collected from the locker by our Service Partner, cancellation is not available as work will have already commenced.
5.2 If you cancel before collection, you must retrieve your items from the locker within 24 hours of cancellation. Items not collected within this timeframe will be subject to storage fees as set out in clause 3.3.
5.3 Refunds are not available for:
(a) change of mind after your items have been collected by our Service Partner; and
(b) damage caused by the natural characteristics of the fabric or garment care label instructions that indicate the item is unsuitable for the service requested;
5.4 Nothing in this clause limits your rights under the Australian Consumer Law including your right to a remedy if our services fail to meet consumer guarantees.
6. REFUSAL OF SERVICE
6.1 We may refuse or block your access to the lockers if you:
(a) repeatedly provide invalid payment details or have insufficient funds;
(b) abandon items without collection;
(c) place prohibited items in the lockers;
(d) damage or misuse locker facilities;
(e) make fraudulent claims; or
(f) otherwise materially breach these Terms.
6.2 If we refuse service while you have items being processed, we will complete that order and make your items available for collection. You remain responsible for payment and any storage fees owed.
7. LOST ITEMS
7.1 We will take reasonable measures to protect your items while in our custody, including secure locker systems and tracking through our Services Partner.
7.2 If you believe your items are lost, you must notify us at support@oceanexpresslaundrylockers.com.au within 7 days of your expected collection date and provide your order number, locker details, item descriptions and photographs if available. We will investigate and update you within 3 business days.
7.3 If items were lost after collection by our Service Partner, we will refund your service fees and provide compensation up to $200 per item. You must provide reasonable proof of value.
7.4 We are not liable for items lost due to circumstances beyond our reasonable control, not deposited in the locker or not properly secured by you.
FORCE MAJEURE
7.5 We will not be liable for delays in providing our services, or failure to provide services, where this is caused by events beyond our reasonable control including:
(a) natural disasters, severe weather, fires, floods, pandemics or public health emergencies;
(b) industrial action, strikes or labour shortages;
(c) breakdown of essential equipment or transport systems;
(d) disruptions to essential utilities or supply chains.
7.6 If a force majeure event occurs, we will notify you as soon as reasonably possible and take reasonable steps to resume service or offer a refund.
8. INDEMNITY
8.1 You agree to indemnify us against any claims, losses or expenses (including reasonable legal fees) arising from:
(a) your breach of these Terms;
(b) damage you cause to our locker facilities or equipment;
(c) injury to persons or damage to property caused by prohibited items you placed in our lockers; or
(d) fraudulent activity or illegal conduct through your use of our services.
8.2 This indemnity does not apply where the claim arises from our negligence or breach of these Terms.
9. LIMITATION OF LIABILITY
9.1 Nothing in these Terms excludes, restricts or modifies any consumer guarantees, rights or remedies you have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted or modified by agreement.
9.2 We do not exclude or limit our liability for death or personal injury caused by our negligence or the negligence of our employees or Service Partners.
9.3 Subject to clause 9.1 and 9.2, our liability for damage to or loss of any individual item is limited to the lesser of:
(a) $200 per item; or
(b) the reasonable replacement value of the item (with proof of value required).
This limitation applies regardless of whether the damage or loss was caused by our, our employees, agents or Service Partners.
9.4 Subject to clauses 9.1 and 9.2, we are not liable for losses caused only by delays in providing our services where the delay was caused by unforeseen Service Partner failures and we took reasonable steps to select and monitor our Service Partners. This clause does not apply to damage or loss of your items, which is covered by clause 9.3.
9.5 Subject to clauses 9.1 and 9.2, we are not liable for:
(a) indirect or consequential loss that was not reasonably foreseeable when you placed your order; or
(b) business-related losses including loss of profits, business opportunity or business revenue.
9.6 Subject to clauses 9.1 and 9.2, our total liability to you for all claims is limited to the greater of:
(a) the total amount you paid us in the 12 months before the claim; or
(b) $1000.
10. GENERAL
10.1 Notices: Any notice given under this Agreement must be in writing addressed to support@oceanexpresslaundrylockers.com.au.
10.2 Relationship of Parties: This Agreement is not intended to create a partnership, joint venture or agency relationship between the parties.
10.3 Privacy: We will protect your personal information in accordance with our Privacy Policy and applicable privacy laws. We use reasonable security to protect your information. If there’s a data breach affecting you, we’ll notify you as required by law.
10.4 Severance: If a provision of this Agreement is held to be void, invalid, illegal or unenforceable, that provision is to be read down as narrowly as necessary to allow it to be valid or enforceable, failing which, that provision (or that part of that provision) will be severed from this Agreement without affecting the validity or enforceability of the remainder of that provision or the other provisions in this Agreement.
10.5 Entire Agreement: This Agreement is the entire agreement between the parties and supersedes all and any communications, negotiations, arrangements and agreements, whether oral or written, between the parties in respect of the matters that are the subject of this Agreement.
10.6 Amendment: This Agreement may only be amended in writing, including via email.
10.7 Survival: Your payment obligations, our liability limitations and the indemnity provisions and the governing law provisions continue to apply after you collect your items or cease using our services.
10.8 Amendment: We may update these Terms by posting changes on our website or application and emailing you at least 14 days’ notice. Continued use after 14 days mean you accept the changes.
10.9 Governing Law: This Agreement is governed by the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the court of Victoria.
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