Special Request Services

Handwashing

Use this service when customers request handwashing or when care labels state "handwash only." Add this as a separate cost item through the Booking App checkout.

Line Drying

Provide line drying when customers request it or when care labels state "do not tumble dry." Inform customers immediately that return delivery may take longer to ensure complete drying, and never return items that are still wet or damp.

Special Detergent

When customers request specific detergents, use them according to their instructions, ensuring the customer provides the detergent at first pickup.

Stain Removal

Regular stain removal is included at no extra cost to customers. For heavy stains that may need special treatment, advise the customer that professional dry cleaning might be necessary.

Blankets and Duvets

Charge blankets or duvets based on the per item price. If items are too large for your machine, take them to a laundromat after checking they're suitable for machine washing (some are dry clean only). Duvets and comforters may require extended drying time as they won't fully dry in the dryer alone - recommend 48-hour delivery timeframe to ensure the inner filling is completely dry, and notify customers of this delay in advance.

Same Day Delivery

While we don't advertise same day delivery, you may accommodate requests from tourists or hotel guests if your schedule permits. Charge the "Same Day Delivery" fee through the Booking App, but limit this service to one-off customers to avoid creating unrealistic expectations with regular clients.

Flexible Turnaround Times

Some business customers like Airbnbs or beauty salons may need customized pickup and delivery schedules to match their operations. Airbnbs might need weekly turnarounds between guest stays, while salons might prefer Monday pickup with Thursday delivery. Discuss scheduling options with these customers and contact Head Office if you can't accommodate their needs within your schedule.

Large Volume Orders

When you receive orders too large to complete within 24 hours, contact the customer immediately to advise of the longer turnaround time and confirm a longer turnaround time is acceptable.

Bed Stripping and Remaking

You may receive requests for bed stripping and remaking services from holiday rentals and Airbnb clients. If you can accommodate this in your schedule, charge the customer per bed for this service.

Contact-Free Services in High Risk Settings

Do not provide in-home services such as bed making for any high risk settings including People with Disabilities, Hospitals, and Aged or Home care customers unless specifically pre-approved on their profile or by head Office Support. These customers should receive contact-free pickup and delivery only to maintain safety protocols and compliance.

All requests should be reported to the Support Team, and recorded as a note on the booking.

Note: For all special services, clear communication with customers about timing, costs, and service limitations is essential. Always check care labels before proceeding with any treatment and document any special arrangements in your service notes.