Terms of Service: Key Points for Contractors

This knowledge base article outlines the most important aspects of our Terms of Service that contractors should understand when providing laundry and ironing services to customers. These points are crucial for maintaining service quality, limiting liability, and ensuring clear communication with customers.

View the Full Terms of Service here

1. Standard Wash Definition

Our Terms of Service define a "Standard Wash" as:

• Cold water washing machine process followed by machine drying
• Items separated into lights and darks
• Default laundry process unless specific alternative instructions are provided by the customer

Why this matters to you: This clear definition helps protect you from liability claims. If a customer claims damage occurred during washing but didn't specify special care requirements, you can reference this definition as the agreed standard process.

2. Service Quality and Dispute Resolution

Key points regarding service quality issues:

• Customers must notify Laundry Lady or the contractor within 7 days of completed service for any quality issues
• Contractors may be required to redo the service if issues can be validated
• Both parties must attempt to resolve issues through good faith negotiation

Why this matters to you: The 7-day notification period protects you from late complaints. After this period, customers can no longer raise quality concerns about a completed service.

3. Delivery Procedures

Our updated terms explicitly state:

• Contractors may leave items at the booking address without requiring a signature or in-person handover
• Customers must specifically advise if they don't want items left unattended
• Laundry Lady accepts no liability for any damage or loss of items after they have been delivered

Why this matters to you: This provision increases your delivery flexibility and clearly limits your liability once delivery is complete.

4. Special Care Requirements

Important points regarding items requiring special care:

• Items requiring special care (handwashing, stain removal, line drying, etc.) must be separated by the customer
• Written care instructions must be provided prior to pickup
• Contractors are not responsible for bleeding or colour transfer during standard washing
• Contractors are not liable for items damaged due to failure to remove foreign objects (tissues, coins, etc.)

Why this matters to you: These provisions place responsibility on customers to identify special care items and provide instructions, protecting you from liability for damage that occurs during standard processing.

5. Service Timing

Our terms state:

• Contractors will use reasonable endeavours to pick up and deliver at specified times
• Timing is not guaranteed
• A redelivery fee may be charged if customers fail to accept delivery

Why this matters to you: This acknowledges that exact timing cannot always be guaranteed and provides a mechanism to recover costs for failed deliveries.

6. Abandoned Items

Regarding uncollected items:

• Items are considered abandoned if undelivered for 60 days after invoice date
• Contractors may dispose of abandoned items at their discretion

Why this matters to you: This provision gives you clear guidance on when and how to handle unclaimed items.

7. Liability Limitations

Key liability limitations:

• Laundry Lady accepts no responsibility for items lost or damaged during normal service
• Compensation for damaged items is at the discretion of the contractor
• Neither Laundry Lady nor contractors are liable for loss of profit, business, business interruption, or business opportunity

Why this matters to you: These limitations help protect you from excessive liability claims beyond the value of the service provided.

8. Customer Payment Terms

Standard payment terms:

• Payment must be completed online via debit or credit card prior to delivery
• Alternative terms must be approved before booking
• Contractors may withhold laundry until full payment is made

Why this matters to you: These terms ensure you receive payment before completing service delivery and define when you can withhold items.

Best Practices for Contractors

1. Document everything: Take photos of any stained or damaged items before processing
2. Communicate clearly: Discuss any concerns about items with customers before processing
3. Follow standard procedures: Adhere to the defined Standard Wash process unless instructed otherwise
4. Customer and booking notes: Add and maintain notes on the customer profile for all special care or delivery instructions. 

Summary

Understanding and correctly applying these terms of service is vital for protecting yourself while providing high-quality service to customers. If you encounter situations not clearly covered by these terms, please contact support for guidance.