The Good Laundry Company - Terms & Conditions

For the purposes of these Terms & Conditions, “linen” includes all rental or processed items supplied by The Good Laundry Company, including but not limited to sheets, pillowcases, towels, bathmats, tea towels, and other towelling or textile products.

By using our services, you agree to the Terms & Conditions below.

  • Sorting Items Into Bags. To ensure efficient processing and hygiene standards, please sort your linen as follows:

    Sheets & Pillowcases: Separate sheets and pillowcases from towelling items, ensure pillowcases are turned the correct way (not inside out)

    Towels & Towelling Items: Towels, facecloths, hand towels, bathmats, dish cloths & tea towels

    Rags: To be kept separate from all linen and towelling items

    Extra Soiled Items: Place heavily soiled items in a separate plastic bag labelled “extra soiled” (Blood, makeup, dirt etc) - additional cleaning fees may apply

    Please DO NOT use our products for cleaning purposes, we can supply rags, if this is needed.

  • Pricing & Payment

    All quoted prices are exclusive of GST | Payment terms are 7 days from invoice | Pricing is exclusive to The Good Laundry Company account clients | Acceptance of a quote confirms agreement to these Terms & Conditions

  • Ordering & Delivery

    All orders must be placed via Suds Online | Delivery and collection days will be confirmed before your first scheduled order | Delivery fees will apply

  • Rental of Linen

    Standard rental period is 14 days | Linen held longer than 14 days may incur additional rental fees

  • Usage of Rental Linen

    Rental linen must be used for their intended purpose. Towels, tea towels, and other rental items must not be used to wipe up after spraying cleaning products or chemicals. Items returned with chemical staining or a strong chemical smell will be identifiable during processing. To protect all customers’ linen, if rental items are ever used with cleaning chemicals, please keep them separate from your regular dirties, as chemical residue can stain or contaminate the entire bag of stock. Where chemical or stock damage occurs, additional cleaning fees or replacement charges will apply.

  • Handling of Linen Bags

    Linen bags must not be dragged along the ground at any time. All bags must be lifted and carried off the ground when being moved. Bags must only be filled to a weight and level that can be safely handled and carried by staff.
    If a bag is being dragged, it is considered overfilled and improperly handled. This may also lead to marking or damage to the linen contained within the bag and to the bag itself.

  • Damaged or Unusable Stock

    • All linen supplied by The Good Laundry Company must be handled, stored, and returned in a manner that protects hygiene and prevents damage.

      • Dirty linen may be damp from normal use; however, once bagged, and from that point onward, all bags containing dirty linen must be kept dry, clean, and covered. Any linen exposed to moisture, weather, or unsanitary conditions after bagging may be deemed damaged or unusable and, where it cannot be recovered through standard processing, will be charged at full replacement cost.

    • Linen returned in a condition that prevents it from being returned to circulation—including but not limited to damage caused by dragging bags, exposure to moisture, weather, mould, contamination, excessive soiling, or improper storage—will be deemed damaged stock.

    • Where linen is assessed as damaged or unusable and cannot be recovered through normal processing, it will require replacement. The cost of replacement will be charged at the full replacement rate per item.

    • Assessment of whether linen can be returned to circulation, requires reprocessing, or must be replaced rests solely with The Good Laundry Company.

    • The Good Laundry Company may, at its discretion, absorb or partially charge replacement costs on an exceptional, one‑off basis. Any such concession does not establish an ongoing practice or waive the right to charge full replacement costs in future instances.

  • Replacement Costs

    Where linen is deemed damaged or unusable and requires replacement, the following standard replacement rates apply:

    All replacement rates are exclusive of GST and represent the maximum applicable charge.

    • Sheet – King: $21.50+

    • Sheet – Queen / Single: $16.50+

    • Bath Towel: $12.50+

    • Small Linen Item: $2.50+

    • Linen Bags: $8.50+

      Replacement charges may be adjusted at the discretion of The Good Laundry Company to reflect the age, condition, and remaining service life of the stock at the time of damage. Any discounted or partial charge applied is at our discretion and does not waive the right to apply full replacement rates in future instances. Replacement rates may be updated from time to time without notice.

  • Cancelled Orders & Returns

    • Orders cancelled while stock remains on our shelves (i.e. has not been collected or dispatched) may be returned to inventory with no restocking fee.

    • Where stock has been collected and returned within twenty‑four (24) hours, and the items remain packed and sealed exactly as supplied by The Good Laundry Company, with no stock removed from bags, the stock will be inspected and assessed to determine whether it may be returned directly to inventory or whether it must be classified as “dirties.”
      Where the stock is deemed suitable for return to inventory, The Good Laundry Company may, at its absolute discretion, apply a fifty percent (50%) restocking fee.
      Where the stock is classified as “dirties,” the provisions set out below shall apply.

    • Any stock that has been removed from the packing method supplied by The Good Laundry Company, or which is classified as “dirties” following inspection, will be treated as returned‑used stock.
      To protect hygiene standards and the reputation of The Good Laundry Company, such stock cannot be returned to inventory without undergoing a full rewash process. In these circumstances, the full order value remains payable, as the stock must be processed and managed as used linen.

  • General Conditions

    The Good Laundry Company may update these Terms & Conditions at any time | Continued use of our services indicates acceptance of the updated T&Cs