Our customer commitments:

simple convenience

quality service

competitive pricing

 

NEW CUSTOMER

FINANCIAL

DROP OFF

TURNAROUND

PICK UP

PREFERENCES

SPECIAL REQUIREMENTS

SMARTBAG

LEGAL

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NEW CUSTOMER:

I have never used my 24-7 laundry before, what do I need to do?

I don't have a locker in my building. Can I still use your service?

Where is the nearest my 24-7 laundry location?

How do I drop off my job using SMS?

I put my laundry in a locker, how do I pay for it?

Do I need to upload my credit card information?

What services do you offer?

Is my laundry safe?

Will you take care of my garments?

Why does my 24-7 laundry request a token registration payment of 50 cents the first time I use the service?

 


Q: I have never used my 24-7 laundry before, what do I need to do?

A: my 24-7 laundry couldn't be simpler to use. Depending on your location you might use either our locker based or concierge based service - please see:

3 simple steps to laundry liberation - how it works:

using our lockers at your location.

using your building concierge.


Q: I don't have a locker in my building. Can I still use your service?

A: my 24-7 laundry is expanding rapidly - if our lockers are not in your building yet you might like to consider helping us
get my 24-7 laundry in your residential building, office block or gym.

 


Q: Where is the nearest my 24-7 laundry location?

A: Most of our locations are located securely inside
residential buildings, office blocks or gyms. We also operate a kiosk at Croydon. If you are not near our kiosk, or our service is not at your location yet you might like to consider helping us get my 24-7 laundry in your residential building, office block or gym.

 


Q: How do I drop off my job using SMS?

A: Simply SMS the number of the locker you have left your job in to 0498 174 583 - we will do the rest.

 


Q: I put my laundry in a locker, how do I pay for it?

A: After your job has been picked up and processed you will receive an SMS requesting payment via the PayPal secure on-line payment system.

 


Q: Do I need to upload my credit card information?

A: This is really a question for PayPal - my 24-7 laundry never asks for, or is told about, customer financial data - aside from the fact a payment has been made and the amount.

 


Q: What services do you offer?

A: We offer a full range of laundry services, including
wash/dry/fold, ironing, dry cleaning and repairs & alterations.

 


Q: Is my laundry safe?

A: Absolutely! - only you and a my 24-7 laundry employee have the PIN to your locker. Our lockers have been purpose designed and built out of extra heavy gauge steel. Our locker locks are heavy duty.

 


Q: Will you take care of my garments?

A: Absolutely! please look at the detailed descriptions of how we handle your
wash/dry/fold, ironing and dry cleaning. Our team is experienced and will generally spot any abnormality (socks in the dry cleaning smartbag?) - if they have any questions they will contact you straight away.

 


Q: Why does my 24-7 laundry request a token registration payment of 50 cents the first time I use the service?

A: The first thing to note is that the 50 cents is refunded in your first job.

There are two major reasons why we use this registration mechanism:

firstly, we want to ensure that you are (a) human and (b) serious - please look at it as a form of site security. Some web sites attempt to do this via a "scrambled eggs" input field - we don't think there will be too many automated malevolent web agents willing to pay 50 cents.

secondly, we use the PayPal system for all on-line payments - this is a way of introducing you to the process before you commit to using our services. We don't want you to have irretrievably committed to using our service and then find you can't, or don't want to, use the payment mechanism.

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FINANCIAL:

Are there any fees to use my 24-7 laundry?

What if I don't pay?

If I have a wash/dry/fold job that weighs only 3kg and some dry cleaning, will I be charged the 5kg minimum wash/dry/fold charge?

What if I don't have a credit card?

 


Q: Are there any fees to use my 24-7 laundry?

A: Absolutely none! - there are no fees to use our lockers or to access my 24-7 laundry locker locations. There are also no monthly commitments and you can stop your use of my 24-7 laundry at any time without doing anything special.

 


Q: What if I don't pay?

A: We are unable to return jobs until we have received payment.

In accordance with our
terms and conditions, jobs that have not been paid for within 30 days of the original pick up date will be considered by us to be abandoned and will be donated to charity.

 


Q: If I have a wash/dry/fold job that weighs only 3kg and some dry cleaning, will I be charged the 5kg minimum wash/dry/fold charge?

A: We have struggled endlessly with the issue of wash/dry/fold minimums. Unfortunately we believe we have no choice but to apply minimum job sizes to wash/dry/fold to make the business viable.

We don't want to end up just washing a pair of socks that in essence occupies the same amount of time in our washing and drying equipment as does a full load. A viable business is in best interest of everyone. If you think you have a better idea as to how to handle this issue then
contact us - we are only too happy to discuss it with you.

Having made the decision to apply wash/dry/fold minimums we think it is fairest and simplest to apply it universally regardless of what other jobs are dropped off at the same time.

 


Q: What if I don't have a credit card?

A: The PayPal secure on-line payment system provides several payment methods, we suggest you visit the PayPal website and explore your options.

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DROP OFF:

Am I assigned my own locker?

Do I need to lock the locker?

Do I really need to SMS the locker number I dropped my job in?

How much does my laundry weigh?

What should I do if there are no empty lockers?

What if all my laundry doesn't fit in a locker?

 


Q: Am I assigned my own locker?

A: No, customers are not assigned their own locker.

Pick any unlocked locker to drop your job in.

When your job is returned after processing it will quite likely be to a different locker at the same location. This allows us to increase locker utility and keep costs down.

 


Q: Do I need to lock the locker?

A: Yes, for the obvious security reason and also as a flag to our delivery personnel - as a matter of efficiency they only check locked lockers. Not locking the locker will almost certainly result in a delay in your job being picked up and processed.

 


Q: Do I really need to SMS the locker number I dropped my job in?

A: Yes, as a matter of efficiency, our delivery personnel will not service a locker site at a scheduled service time if there are no jobs to drop off and our system indicates that no jobs are to be picked up.

SMSing the locker number of your dropped off job to us will ensure the locker site is serviced at the next scheduled service time.

 


Q: How much does my laundry weigh?

A: If you have a scale at home, you can weigh yourself, then weigh yourself holding your laundry and the difference is the approximate weight.

 


Q: What should I do if there are no empty lockers?

A: my 24-7 laundry constantly monitors locker use to ensure that this problem rarely happens and will generally pre-emptively increase the frequency of service and/or add additional lockers if possible. Occasionally there may be no empty lockers for you to use. If this happens, please accept our apologies for the inconvenience and
contact us immediately and we will correct the situation as soon as possible.

 


Q: What if all my laundry doesn't fit in a locker?

A: If you cannot fit all of your laundry into one locker then feel free to use two lockers. Send us a separate SMS detailing the locker number of each locker used - don't put both locker numbers in a single SMS.

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TURNAROUND:

When will my garments be returned?

Do you guarantee turnaround times?

2 days turnaround is a long time for a 24-7 business, please explain?

It has been a couple of days, where is my job?

 


Q: When will my garments be returned?

A: Each locker site has a service schedule prominently displayed which details the times our delivery personnel pick up and drop off jobs.

Typically the turnaround time is 2 business days.

 


Q: Do you guarantee turnaround times?

A: Unfortunately there are too many variables at work to be able to do this.

We do our best to ensure that your job gets returned in a timely manner. However, we also need to ensure that your job is completed to our quality standards and this may take extra time. Typically the turnaround time is 2 business days, but if one garment is held up, we will hold the job until the next day when everything is ready. Some special job pieces such as sheets, pillowcases, blankets, alterations, repairs etc often require an extra day of processing and may delay your jobs return.

 


Q: 2 days turnaround is a long time for a 24-7 business, please explain?

A: my 24-7 laundry makes laundry and dry cleaning more convenient than conventional laundries and dry cleaners by being open all the time for job drop off and pick up. We solve the problem of not being able to get to the laundry or dry cleaner before it closes.

 


Q: It has been a couple of days, where is my job?

A: Although rare, the most common problem is that we have not received an SMS from you detailing the locker number you dropped your job in. This typically occurs because you mis-keyed the number the SMS was sent to. To avoid this problem we strongly recommend that you put our SMS number in your phones contact list under "my 24-7 laundry".

If you are concerned please
contact us.

If there is a problem of this nature - do not worry! - all we need is the locker location and we will get it sorted.

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PICK UP:

What locker will my job be returned to?

What happens if I donít collect my job from the locker?

 


Q: What locker will my job be returned to?

A: Once your job is completed and paid for, we will SMS you the locker number and PIN from which you can pick it up. Most likely the locker number will be different to the locker you dropped the job in but the locker site will be the same.

 


Q: What happens if I donít collect my job from the locker?

A: Itís very important you remember to pick up your job as soon as possible after you are informed of its return so that other customers can use the lockers. If you havenít picked up your job within 2 days of being informed it has been returned, we will move the job back to our facility for storage. In the event of this happening, please
contact us to arrange re-delivery.

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PREFERENCES:

My current laundry lets me choose my own detergent, dryer sheets, and washing and drying preferences. Do you?

 


Q: My current laundry lets me choose my own detergent, dryer sheets, and washing and drying preferences. Do you?

A: Absolutely! - please click here.

Also, if you would like us to use your detergent, bleach, softener etc., place them in your wash/dry/fold
smartbag - there is no extra charge.

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SPECIAL REQUIREMENTS:

I have some special requirements, what do I need to do?

What should I do if I want to get something repaired or altered?

Can you hang dry?

 


Q: I have some special requirements, what do I need to do?

A: Please click here.

 


Q: What should I do if I want to get something repaired or altered?

A: Just treat this as a special requirement - see the previous question.

We perform everyday repairs and minor alterations at competitive prices, but we may need to contact you if your request is more difficult.

 


Q: Can you hang dry?

A: Unfortunately we do not have the space to hang dry.

 
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SMARTBAG:

How do I get a smartbag?

I have shirts that I want wash/dry/ironed, what smartbag should I put them in?

I am moving away, what should I do with my smartbags?

 


Q: How do I get a smartbag?

A: The first time you do laundry with us, your garments will be returned in your personal
smartbag. This bag is yours to use and keep. Each time we receive laundry in your bag, we will know it's from you. Please don't give your smartbag to someone else or we may mistakenly charge your account. If we notice that your bag is getting worn, we will replace it automatically for you.

 


Q: I have shirts that I want wash/dry/ironed, what smartbag should I put them in?

A: Wash/dry/iron shirts should go in the dry cleaning
smartbag.

 


Q: I am moving away, what should I do with my smartbags?

A: We're sorry to see you go - please keep your
smartbags. It is probably a good idea to destroy the tags on the smartbags.

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LEGAL:

Where can I view your terms and conditions?

What happens if a garment is damaged or lost?

What if there's a problem with my laundry?

Will my 24-7 laundry pass my details on to third parties?

Are my financial details secure?

 


Q: Where can I view your terms and conditions?

A: Our terms and conditions are displayed here.

 


Q: What happens if a garment is damaged or lost?

A: We take every precaution to ensure your job are not damaged or lost. In the rare circumstance that something does happen
tell us, we have a very fair claims policy which is in explained in our terms and conditions.

 


Q: What if there's a problem with my laundry?

A: If you have any problems with the my 24-7 laundry service, we want to hear about them so we can resolve them quickly. Please
tell us as soon as possible.

 


Q: Will my 24-7 laundry pass my details on to third parties?

A: my 24-7 laundry operates a strict privacy policy. We won't give your personal details to third parties.

 


Q: Are my financial details secure?

A: my 24-7 laundry never asks for, or is told about, customer financial data - aside from the fact a payment has been made and the amount.