International Fair Claims Guide

 Right to refusal

Sunwest Dry Cleaning reserves the right to refuse service to any customer, at the discretion of management.

Agreement

This contract is between you (individual named on the invoice docket) and Sunwest Dry Cleaning. No other person shall have any rights to enforce any of its terms.

Providing us with correct and up to date personal information allows us to better serve you by contacting you about any issues which may arise during the handling of your garments; any updates to personal information must be provided at the time of placing our order.

Agree to allow the usage of personal information to contact you when garments are ready for collection.

From time to time, we contact you via SMS or email to notify you of upcoming promotions or changes to service offerings.

We will not give your personal data to any third party.

Price & Payment

The price of the Services will be set out in our price list indicated on our website and in-store. Our prices include GST and may change at any time without prior notice.

Laundry – Wash, Dry, & Fold

Sunwest Dry Cleaning reserves the right to refuse to clean any garment.

By using Sunwest Dry Cleaning standard wash, dry, & fold 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, unless otherwise specified for special care.

We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process.

Limitations

·       Due to time constraints, we do not read manufacturer care labels for each garment and washing / drying labels and will not be responsible for garments labeled "hand wash only" or "dry clean only" or any delicate garments.

·       Laundering of large and individual items is subject to individual pricing.

·       Removal of stains cannot be guaranteed. Cleaning is done through mechanical action, using commercial detergent and softener.

·       we can't be held responsible if something is left in your laundry (like lipstick, chewing gum, or a pen) that causes any damage.

·       we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions.

·       We wash all your items together as per our standard procedure. 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.

We take every effort to get your laundry back within the specified time on your receipt; however, some process(es)/item(s) may require an additional period to complete. No deduction on billed amount or claim can be initiated against in respect of delays.

Dry Cleaning

We exercise the highest care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of each individual garment.

We inspect each garment prior to cleaning, identifying stains and the care label instruction. We stain remove where possible and clean as directed on the care label.

Nevertheless, damages to garments incurred by following care label instructions will not be compensated. Thus, Sunwest Dry Cleaning is not liable for tears or damage that may result from defects or inherent weaknesses in any material that were not apparent during the time of processing.

We cannot guarantee against colour loss, colour bleeding, and shrinkage, or against damage to weak and tender fabrics.

We will not be held liable for any damages to garments holding personal items such as pens, cigarettes, etc.

Loss garments

We exercise the utmost care in processing garments received to avoid misplacement or loss of garments. However, there can be instances where items may be misplaced or lost.

 We ask that you advise us of any discrepancies within 24 hours of picking up your garments so that we may investigate the matter and determine a solution.

 We reserve the right to take up to or including twenty-one (21) days from the order promise date to investigate a misplaced garment.

 Refer to our Compensation Policy regarding our liability with respect to any lost item.

Re-cleaning paid stain removal service

Stain removal service is not guaranteed.  We will make every attempt to remove stains without damage to garments, we may not be able to remove all stains safely from your garment.

 This is only available for garments brought back within 48 hrs excluding items laundered (Bag wash and Wash & Iron).

Safe cleaning practices

We offer safe cleaning practices. This means we will process every garment we accept safely. This does not mean we are able to remove every stain from every garment.

 If it is in our professional opinion that stain removal will be unsafe, or will compromise our safe cleaning guarantee, we will cease all stain removal efforts.

Personal items and valuables

Kindly ensure that all your garments are checked thoroughly for money, jewelry, and/or other valuables prior to you handing them over to us. Sunwest Dry Cleaning

 will make every effort to return such valuables but will not be held liable for the loss or damage of any such items. Also, kindly ensure that you remove all collar stiffeners and cuff links prior to our collection as we will not be held accountable for their loss or damage.

Care for garments

As a professional to protect your garments, we follow the Care Label instructions on each item we process for Dry Cleaning. If we Identify a non-serviceable garment, we will contact you about the findings and process a refund.

This does not include laundered items (Bag wash, Wash & Iron, and Iron Only) that do not carry cleaning guarantees.  

Service authorisation

If we have any concerns regarding a garment, we will try to contact you and obtain your approval prior to cleaning. If we are unable to gain your approval, we shall refrain from cleaning the garment in question, or take extensive digital photography of the garment(s) prior to and/or during cleaning.

Sunwest Dry Cleaning will contact you by telephone or text message to discuss the issue. If you choose to submit the item for servicing, we will undertake the service based on your verbal agreement and acknowledgment of the risk of potential damage. Sunwest Dry Cleaning will not be responsible for any damage that may follow, although we will take every precaution to prevent any such damage.

Likewise, if we have any concerns about the colour fastness, age, or condition of the garment, we will contact you in a similar fashion to obtain your approval, or return the garment to you untreated, or take extensive digital photography of the garment(s) prior and/or during cleaning.

Compensations
Sunwest Dry Cleaning is a member of the Dry Cleaning Institute of Australia and the International Dry Cleaning and Laundry Institute.

When evaluating a claim for damage or loss and determining any compensation, we use the recommended and accepted International Fair Claims Guide For Consumer Textile Products.

Our recognised method of assessment and determination is an essential condition of our service. A copy of the guide is available for download from www.sunwestdrycleaning.com.au/s/fair_claims_guide-DIA.pdf

In the case, the customer do not satisfy the conditions of the Fair Claims Guide our liability with respect to any dry-cleaning, lost garments, and damages caused by us shall not exceed ten (10) times our charge for cleaning that garment regardless of brand or condition.

Limitations to the amount compensated at a maximum are as follows trousers $50.00, shirts $30, and any item costing above $20 cannot exceed $200.

No claims for damages will be recognised unless you advise us of the same day within twenty-four (24) hours of collecting the garments. There is No Compensation for Laundered Items (Bag wash, Wash & Iron and Iron Only).

Events Outside Our Control

We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under these terms that is caused by an Event Outside Our Control.

An Event Outside Our Control means any act or event beyond our reasonable control, or the reasonable control of any of our service providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disasters, or closure or failure of public infrastructure or public or private telecommunications networks.

If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:

–     We will contact you as soon as reasonably possible to notify you; and

–     Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or

–     You may cancel your order, or we may cancel it