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Mon-Fri: 8am-4pm

Service Terms

Last updated: 20 September 2026

1. Who we are

Newcastle Dry Cleaning & Laundry is operated by Dry Cleaning Pty Ltd as trustee for Dry Cleaning Services Unit Trust, ABN 67 227 328 294.

Phone: (02) 4013 4244
Email: hello@newcastledrycleaning.com.au
Website: newcastledrycleaning.com.au
Customer service hours: Monday–Friday, 8am–4pm, Newcastle local time, excluding public holidays.

Our current service operates through collection and delivery. We do not have a public walk-in counter.

These terms cover our dry cleaning, laundry, ironing, specialist garment care, collection and delivery services. Additional commercial conditions appear below.

2. Bookings and authority to clean

Your booking is automatically confirmed when you receive a booking confirmation. Collection windows are estimates unless we expressly agree otherwise.

By providing items for your booking, you authorise us to begin the booked cleaning service when those items reach our processing plant, usually on the collection day.

This authority does not permit us to increase the price following inspection without your approval. Where inspection changes the price, or identifies a treatment requiring separate agreement, we will contact you before proceeding with the affected items. Silence is not approval.

Tell us before collection about special instructions, valuable or particularly delicate items, and any required completion date.

3. Prices and approval of changes

Services are priced per item or per kilogram, as identified in the applicable price list or quotation. We will explain any minimum charge or weight-based charging method before accepting the work.

Consumer prices are in Australian dollars and include GST. Commercial quotations will clearly state their GST treatment.

An estimate may depend on the garment type, quantity, weight, condition or treatment required. If inspection changes the price, we will obtain your approval before carrying out that work.

If you decline a revised price, we will arrange return of the affected items. Any collection, assessment or return charge must have been disclosed and agreed beforehand.

Later price-list changes do not retrospectively change an agreed price.

4. Collection charge and discounts

A $15 collection charge applies when the cleaning subtotal is below $55 including GST, calculated before discounts and excluding the collection charge itself.

Collection and standard return delivery are free when the qualifying cleaning subtotal is $55 including GST or more, unless a separately agreed commercial arrangement applies.

A discount does not cause an otherwise qualifying order to lose free collection.

Any additional trip or non-standard delivery charge must be disclosed and agreed before it is incurred. There is no automatic additional charge because we need to return an item that we cannot safely clean.

5. Payment and wedding dress deposits

Payment is due before return delivery, except for customers with approved credit accounts.

Available payment methods will be shown when booking or invoicing. We will only charge a stored payment method under an authorisation you have given.

Wedding dress cleaning requires a $100 deposit, credited against the final agreed price. Payment of the deposit does not authorise an unapproved price increase.

The deposit is not automatically forfeited if an order is cancelled. Where cancellation occurs after authorised work or agreed costs have been incurred, we may deduct the reasonable amount properly payable and refund the balance, subject to your consumer rights.

If we cannot provide the service, we will refund payment for work not supplied, subject to any lawful charges previously agreed.

6. Changes, cancellations and missed collections

There is no cancellation or rescheduling fee if we receive the request before the driver is dispatched.

After dispatch, any charge for an unsuccessful collection must have been disclosed before booking and reasonably reflect the wasted trip. No charge applies where the failure is ours.

Once cleaning has started, cancellation may no longer be practical. We will explain what has been completed and any reasonable amount payable for authorised work already performed or unavoidable costs already incurred.

These conditions do not restrict cancellation or refund rights arising from a failure to meet consumer guarantees.

If we miss a collection, we will contact you to arrange another suitable time without an additional collection charge.

7. Preparing your items

Please place the following in separate, clearly labelled bags:

Dry cleaning.
Coloured laundry.
White laundry.
Ironing.

Separate any item requiring individual treatment and tell us about its care requirements. Empty pockets and remove valuables, sharp objects and loose accessories.

Tell us about known stains, previous cleaning attempts, loose embellishments, damaged seams, colour bleeding, allergies or other relevant concerns.

Bag separation helps us identify the requested service. It does not replace our responsibility to exercise appropriate care when assessing and processing items.

If your instructions conflict with a care label or safe treatment, we will contact you before proceeding.

8. Items requiring assessment or refusal

We may decline an item where we cannot clean it safely, lack the necessary equipment or treatment, or reasonably consider it a risk to people, equipment or other goods.

Needles, sharps or other dangerous objects.
Fuel, solvents, significant oil contamination or flammable residues.
Suspected asbestos, hazardous chemicals or infectious contamination.
Active pest infestations or substantial mould.
Heavy bodily-fluid contamination requiring specialist handling.

Leather, suede, antique textiles, heavily embellished garments and other unusually delicate items require assessment and may need specialist treatment.

We will explain a refusal and discuss safe return or other appropriate arrangements. Refusal does not automatically authorise disposal.

9. Cleaning outcomes and garment condition

We will provide our services with due care and skill and select appropriate treatment having regard to the item, care information and agreed instructions.

Some stains, odours, discolouration and existing damage cannot be fully corrected. Cleaning may reveal previously concealed wear or weakness.

We will explain material risks identified during assessment and seek approval where appropriate. An acknowledgement of a specific risk does not excuse careless treatment or remove your consumer rights.

We do not guarantee complete stain removal, restoration to original condition or an outcome that the item’s condition makes impractical.

10. Turnaround times

Typical turnaround from collection is:

Standard work: 3–7 days.
Specialist work: 3–8 weeks.

We do not offer an express service.

These are estimates. Item condition, specialist treatment and time awaiting your approval can affect completion. We will advise you of a material delay and provide an updated estimate.

Tell us about an event or deadline before collection. A booking confirmation alone does not confirm that we can meet a particular deadline. We will expressly confirm any deadline we agree to meet.

11. Collection, delivery and unattended goods

Provide accurate access instructions and identify a secure, weather-protected location if you authorise unattended collection or delivery.

We will use reasonable care and make reasonable efforts to protect your goods during transport and delivery, including using suitable packaging and following agreed delivery instructions.

If the nominated location appears unsafe, exposed to weather or inaccessible, we will contact you or arrange another delivery rather than leave the items in an obviously unsuitable place.

Please retrieve delivered goods promptly. Contact us immediately if items are missing or delivery appears incorrect.

Authorising unattended delivery does not release us from responsibility for our own failure to exercise due care or follow agreed instructions. Responsibility for a reported loss will be assessed using the circumstances and available evidence.

12. Specialist providers

We may use suitable subcontractors for transport, processing or specialist care.

We remain your point of contact and responsible for meeting our obligations to you. You do not need to pursue a subcontractor to raise a complaint about our service.

13. Complaints, missing items and damage

Please provide your name, contact details, a description of the concern and, where available, the order reference and photographs. Lack of an order reference does not prevent you raising a complaint.

Where practical, avoid further cleaning or repairs until we have had a reasonable opportunity to inspect the item.

We aim to acknowledge complaints within two business days and provide a substantive response within ten business days. If investigation takes longer, we will explain why and provide an update.

Depending on the circumstances and applicable law, a remedy may include re-cleaning, repair, a refund or compensation.

Please report concerns as soon as reasonably possible to assist investigation. We do not impose a short reporting deadline that automatically extinguishes your statutory rights.

If we cannot resolve your concern, you may seek assistance from NSW Fair Trading or another appropriate dispute-resolution body.

14. Consumer rights and uncollected goods

Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable Australian Consumer Law guarantees.

Any assessment of loss or damage will consider the evidence, the item’s age and condition, repair options and applicable legal entitlements. Compensation is not automatically limited to a multiple of the cleaning charge.

If goods cannot be returned, we will make reasonable attempts to contact you. Any storage charge must have been disclosed and lawfully agreed.

We will deal with uncollected goods in accordance with applicable NSW law, including required notices and procedures. Goods do not automatically become our property because they remain uncollected.

15. Commercial accounts

Commercial services are subject to an agreed service schedule setting out the services, rates, collection arrangements and any minimum quantities or charges.

Approved account invoices are payable 14 days after the end of the month in which the invoice is issued, unless otherwise agreed in writing.

Raise invoice queries promptly and pay undisputed amounts by their due date. We will investigate disputed amounts reasonably.

Before suspending future services for overdue undisputed payments, we will provide written notice and a reasonable opportunity to resolve the account.

Any fixed term, minimum commitment, price-review method or termination charge must be expressly agreed before the arrangement begins.

Customer-owned linen and workwear

Customers retain ownership of their goods.

The service schedule should identify the linen or garment types, expected volumes, counting or weighing method, special handling requirements and collection frequency.

Customers must identify contamination and separate items requiring different treatment. Clinical or hazardous laundry is accepted only under a specific agreed arrangement.

We will investigate reported shortages against available collection and processing records. Neither party’s count is automatically conclusive where a genuine discrepancy exists.

Normal wear is distinct from damage caused by poor handling or processing. The existence of wear does not excuse damage for which we are responsible.

Linen hire

Ownership of hired linen remains with us or the identified supplier.

Before hire begins, the service schedule must specify:

The linen supplied and agreed stock levels.
Whether charging is per item, per exchange or by rental period.
Collection, replacement and stock-reconciliation arrangements.
Any minimum commitment and the notice required to end the service.
The method for assessing missing or damaged stock.

Customers must use hired linen for its intended purpose and return it through the agreed service. Do not sell, permanently mark, alter or arrange third-party cleaning without agreement.

Normal wear from proper use is included in the agreed hire arrangement. Charges for customer-caused loss or damage must be reasonable, supported by records and assessed under the agreed replacement method, taking account of age and condition where appropriate.

Rental charges must not continue indefinitely after a loss has been settled. Ending the service includes an agreed final stock reconciliation and collection.

16. Changes to these terms

The version accepted for a booking applies to that booking. Updated terms apply to future bookings after they have been made available to you.

Changes to an ongoing commercial agreement will follow its agreed variation process and applicable law.

These terms are governed by NSW law, without restricting mandatory rights or access to a court or tribunal available under applicable law.

17. Future self-service laundromat terms

This schedule applies only at an operating self-service location identified by Newcastle Dry Cleaning & Laundry.

A. Using the machines

Follow the instructions, load limits and safety notices displayed at the premises and on each machine.

Check garment care labels and choose a suitable machine and cycle. Separate incompatible colours and fabrics. Do not use ordinary self-service machines for dry-clean-only items.

Use only approved laundry products and the quantities specified. Where detergent is automatically supplied, do not add more unless instructed.

B. Prohibited loads and safe conduct

Do not place items containing fuel, solvents, flammable residues, hazardous chemicals, sharps or other unsafe contamination in machines.

Do not dry items that their care labels prohibit from tumble drying. Do not overload machines, force doors, interfere with controls or leave a machine operating abnormally.

Supervise children and keep aisles and access points clear.

C. Payment and machine faults

Cycle prices and accepted payment methods will be displayed before use.

If a machine fails, stop using it if safe to do so and contact the displayed support number. Provide the machine number, approximate time and payment details sufficient to identify the transaction.

We will investigate and provide an appropriate refund or other remedy where required. Customers will not be required to pay again without a remedy for a paid cycle that failed because of our equipment.

D. Belongings and completed loads

Check machines before loading and after unloading. Retrieve completed laundry promptly.

Where necessary to make a machine available, authorised staff may carefully move a completed load to a clean designated container.

We will exercise reasonable care when handling customer goods. We do not exclude responsibility for loss or damage caused by our failure to meet applicable obligations.

Unclaimed items will be handled in accordance with applicable uncollected-goods law.