These Terms & Conditions (“Terms”) apply to all services provided by Koala Dry Cleaners & Alterations (“Koala”, “we”, “our”, “us”).

By placing an order with Koala, whether by visiting one of our stores, using our Door-to-Door Collection Service, depositing items via our Drop Box, using our Self-Service Lockers, booking online, or authorising another person to act on your behalf, you acknowledge that you have read, understood and agree to these Terms.

These Terms apply to all dry cleaning, laundering, wet cleaning, pressing, alterations, repairs, garment finishing and any other services provided by Koala.

1. Garment Information

To help us achieve the best possible results, customers should advise us of:

• Any stains, including their location, cause, age and whether they have been previously treated.
• Any existing damage including tears, holes, weakened fabric, loose stitching, missing buttons, broken zips, colour loss, fading, snags or previous repairs.
• Any special cleaning requirements or priorities.
• Any required completion date.
• Any garment with a replacement value exceeding $250.

Failure to disclose this information may affect the cleaning outcome and Koala’s ability to assess responsibility should a concern arise.

2. Inspection of Garments

All garments are visually inspected before processing.

Some defects cannot reasonably be detected before cleaning and may only become apparent afterwards, including:

• weakened fibres
• fabric deterioration
• sun damage
• perspiration damage
• insect damage
• invisible stains
• hidden repairs
• previous alterations
• faulty dyes
• adhesive failure
• delamination of bonded fabrics

Koala is not responsible for pre-existing defects revealed during the cleaning process.

3. Cleaning Results

Koala uses professional methods and industry best practice.

However, we cannot guarantee:

• complete stain removal;
• complete odour removal;
• restoration of colour;
• removal of yellowing;
• prevention of shrinkage where fabrics are unstable;
• restoration of garments affected by age, wear or previous treatments.

Some stains permanently alter fibres and cannot be removed without damaging the garment.

Previous home treatments, stain removers, bleach or professional cleaning performed elsewhere may permanently affect cleaning results.

4. Care Labels

Where appropriate, garments will be processed according to the manufacturer’s care instructions.

If a care label is missing, illegible, appears incorrect or is inconsistent with the garment’s construction, Koala may determine an alternative cleaning method using professional judgement.

Koala is not responsible for damage resulting from incorrect or misleading manufacturer care labels.

5. Delicate Garments

Extra care is taken with delicate garments including but not limited to:

• silk
• linen
• wool
• cashmere
• leather
• suede
• velvet
• beaded garments
• sequined garments
• garments with glued trims
• garments with decorative finishes
• vintage garments
• wedding gowns
• formal wear

Despite reasonable care, these garments carry a higher cleaning risk due to their construction, age or materials.

6. High-Value Garments

Garments with a replacement value exceeding $250 must be declared when lodged.

Declared garments receive additional inspection and handling through Koala’s Deluxe Care Service.

Failure to declare a high-value garment may affect the level of inspection undertaken and any compensation assessment.

7. Alterations & Repairs

Alterations are carried out according to customer instructions.

Customers are responsible for confirming measurements and fitting requirements.

Completed alterations should be inspected upon collection.

Any concerns should be raised within seven (7) days.

Koala is not responsible for fit issues resulting from inaccurate measurements supplied by the customer.

8. Items Left in Pockets

Customers are responsible for checking all pockets before leaving garments.

Koala is not responsible for loss or damage to:

• cash
• jewellery
• keys
• identification
• passports
• electronic devices
• memory cards
• pens
• cosmetics
• confidential documents
• other personal belongings left inside garments.

Any items discovered during processing may be retained for collection.

9. Payment

Payment is due before collection unless otherwise agreed.

For orders received through the Drop Box, Self-Service Lockers or other unattended services:

• an invoice will be issued after garments are checked in;
• processing will not commence until payment has been received;
• delayed payment may delay completion of your order.

Koala reserves the right to refuse release of garments until outstanding amounts have been paid.

10. Door-to-Door Collection Service

Customers using our collection and delivery service agree that:

• garments must be securely packaged;
• someone authorised should be available where required;
• Koala is not responsible for delays outside our reasonable control;
• delivery times are estimates only.

Risk in garments transfers back to the customer once delivery has been completed to the nominated address or agreed safe location.

11. Drop Box Service

Customers using the Drop Box acknowledge that:

• garments should be securely bagged;
• each bag should include the customer’s name and mobile number or completed order details;
• prohibited, dangerous or illegal items must never be deposited;
• Koala is not responsible for damage caused by incorrectly packaged items.

If an online order cannot be completed, customers may place their bag in the Drop Box with their name and mobile number attached and Koala will contact them to assist.

12. Self-Service Lockers

Customers collecting via lockers acknowledge that:

• SMS access codes are confidential;
• locker access codes must not be shared;
• garments should be collected promptly;
• Koala is not responsible for unauthorised access resulting from the customer sharing or failing to protect their access code.

13. Collection of Orders

Customers will be notified when their order is ready.

Orders may be collected:

• over the counter during business hours; or
• from Self-Service Lockers during locker operating hours.

Customers should inspect garments upon collection.

Any concerns should be reported as soon as reasonably possible.

14. Uncollected Garments

Locker orders should be collected within five (5) calendar days of notification.

After five days Koala may transfer garments to another secure location.

Storage fees may apply.

Garments remaining uncollected for more than six (6) months may, after reasonable attempts to contact the customer, be donated, recycled or otherwise disposed of in accordance with applicable law.

15. Relocation of Garments

Koala may transfer garments between branches or storage facilities for operational, security or capacity reasons.

Reasonable care will continue to be exercised during transport and storage.

16. Customer Responsibility

Customers agree to:

• provide accurate contact information;
• disclose known defects;
• disclose previous stain treatments;
• remove valuables;
• inspect garments when collected;
• notify Koala promptly of any concerns.

17. Limitation of Liability

Nothing in these Terms excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

To the extent permitted by law, Koala is not liable for loss or damage arising from:

• normal wear and tear;
• ageing;
• fabric deterioration;
• colour loss;
• faulty dyes;
• weak seams;
• insect damage;
• mould or mildew;
• sun damage;
• perspiration damage;
• hidden defects;
• manufacturing faults;
• incorrect care labels;
• undisclosed pre-existing damage;
• embellishments becoming detached;
• adhesive failure;
• shrinkage due to unstable fabrics;
• customer instructions contrary to professional advice.

Where Koala is legally responsible for loss or damage, liability will be limited to the fair market value of the garment immediately before the incident, taking into account its age, condition, original purchase price, expected lifespan and depreciation. Replacement value or sentimental value is not payable unless required by law.

18. Privacy

Koala collects personal information only for the purpose of providing our services, communicating with customers, processing payments and complying with legal obligations.

By providing your mobile number or email address, you consent to receiving service-related communications including invoices, payment reminders, order updates, collection notifications and other information relating to your order.

19. Changes to These Terms

Koala may amend these Terms from time to time.

The latest version will always be published on our website.

Continued use of our services after changes have been published constitutes acceptance of the updated Terms.

20. Contact Us

Koala Dry Cleaners & Alterations

Website: https://koaladc.com.au

Email: info@koaladc.com.au