FAQS / T&Cs | My Site

Frequently Asked questions

Payment: Eftpos, VISA and Paywave only - Card machines between each machine.
BYO Detergent: Our laundry is BYO detergent and softener. However we do leave a box out just in case you forget.
Time: A wash cycle takes approximately 30 minutes, We recommend 30 mins total for a dry, however depending on the size of the load this may decrease or increase.
Leaving the laundry: We do not recommend leaving your Laundry unattended. If you do and another customer removes it from the machine, or items are missing we accept no responsibility. Set an alarm to remind you to collect your items.
Etiquette: At the weekends we are very very busy!!! Please do not leave your items in the machines as this ties up a machine another person could use
Items not dried: Remember to press Start after payment to start the cycle
Opening Hours: 6am - 9pm Daily
Wi-Fi Password: SoFresh&SoClean
Receipts:
- Go to receipt.cashless.nz
- Enter the last 4 digits on your card
- When using Apple pay its the last 4 digits of your apple pay
- Enter purchase date
Machine not working: Typically, the biggest issue we see stopping our machines is overloading. If the machine exceeds its rated capacity, which you will find on the front, it will not work.
Any other issues please call: 027 332 4433, we can stop, start all of our machines remotely and get your issue fixed over the phone.
Left your washing in overnight?: Don't worry we open promptly at 6am every morning. It will be safe until then. After hours access can be granted for a call out fee of $50, if there is clothing you can't live without.

Terms and Conditions

Rest assured, your satisfaction is our first priority. In fact, we treat your laundry as if it were our own, however we still need to agree to some rules to ensure that there are no misunderstandings about My Laundry Bag Limited’s (referred to as "we," "us," "our", or "My Laundry Bag ") or your obligations. By using our service, you acknowledge and accept the following Terms and Conditions.

Wash Dry and Fold Laundry Terms (When available)

Suitability for Laundering

By using our service, you agree that your clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process. Similarly, we reserve the right to refuse to service items that we feel will be hazardous to our staff, such as items heavily soiled with human or animal waste. This is for the health and safety of our team.

 
Damaged Laundry

We will do everything we can to avoid damaging your laundry. Unfortunately, there are limitations to what we can do. For example, we don't have time to check your pockets to see if you have left anything in them. Therefore, we can't be held responsible if something left in your laundry (like lipstick, chewing gum, or a pen) causes any damage. Similarly, if you call and tell us that you left your favourite bracelet, or anything else, in your pocket, we can’t guarantee that we will find or return it.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble.

Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is "dry-clean only," or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us.

We wash all items together as our standard procedure.  But if you divide your clothes into two separate bags before your pick-up, we can run two separate loads. This incurs a $5 Separate Load Charge. Note that we do not separate clothes according to your instruction and ask that you do the separation and take responsibility for what's in each load. Along the same lines, we can't be held responsible for the re-disposition of colours (aka bleeding) or dimensional changes (aka shrinking or stretching). 

Lost Laundry

We would love to be able to inventory every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result we can't be held responsible for any lost laundry; we simply have no efficient way of verifying that we actually received any particular piece of laundry in the first place.

Rest assured though, we carefully track your clothes. For instance, we tag and assign all our bundles with your name, and your clothes are never loose in our facility unless they’re inside a machine, on the folding table, or in their own laundry cart waiting to be folded.

If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes — we are much more likely to find misplaced laundry if it is reported early.

General Terms for All Serviced options (When available)

Scheduling and Payment

You can schedule your appointment by calling us on 027 332 4433. Standard turnaround times are 72 hrs, however we are happy to negotiate on this.

If you no longer want our service, simply let us know and we will cancel it at no additional charge. Although we truly hope you are satisfied with our services, once we have laundered your clothes, we cannot offer a refund.

To make life simpler, we offer 3 different weight options (Up to 8kg, Up to 18kg and Up to 27kg) and round to the nearest kilo when weighing your laundry to determine the fee for your service. Our weights are final. Of course, we don't anticipate having any problems with our customers refusing to pay, but just in case, we reserve the right to hold your laundry hostage until we are paid in full.

You will be sent via email an invoice with the account details to make payment upon collection of your laundry. Payment received will release your laundry back to you for delivery.

Pick-up and Delivery Scheduling

My Laundry Bag provides pick-up and delivery service.

We will do our best to pick-up your laundry at the agreed upon time. We know that we won't have very many customers if we are late. That being said, we can't be held accountable if we are late for unforeseen circumstances. Similarly, we hope that you will strive to be on-time for our deliveries. If you do miss a pick-up or delivery, we will try to coordinate an alternate time as soon as possible.

To prevent laundry errors, all services must be tied to an appointment. If we are coming to your house for a delivery and you have additional dirty laundry that you would like to be picked up, please call us at least 1 hour before your scheduled service.

A No Show is when we show up to your door, but you and your laundry aren't around. In the case of a No Show, we reserve the right to charge a $5 No Show fee. Keep in mind, there’s no fee if you cancel or reschedule more than 1 hour before the start of your delivery window.

Unattended Pick-up and Delivery

If you request that we leave your laundry unattended (e.g., on your porch, in a hallway, or in your foyer) or with a third party (e.g., with a doorman or a neighbour), we are not responsible for your laundry before we have picked it up or after we have dropped it off. You also agree that our records of pick-up and drop-off times are true and accurate.

Allergies

We use a variety of laundry detergents for all our personal laundry customers. Do advise us should you wish to provide your own brand specific detergent. However, we do wash clothes in shared washing machines where other detergents may have been used, and it is possible that small amounts of other detergents may not be completely rinsed out of these washing machines. 

Miscellaneous

As our business changes, we may want to modify some of terms in this agreement. Therefore, we encourage you to check back frequently to familiarize yourself with any changes.