The fine print, in plain English.

About these terms

These terms govern the laundry, dry cleaning and related services provided by Ace Laundry Service ("Ace Laundry", "we", "us") from 93 Lansford Crescent, Avondale, Auckland 0600. By placing a booking, creating an account or using our website, you agree to these terms.

These terms do not limit any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Bookings and pickup windows

Bookings are made online for the pickup windows shown at the time of booking. Same-day pickup is available for bookings made before the 9am cut-off; standard laundry turnaround is next day. For pickups booked on a future day, same-day return is available for $15 on laundry-only orders collected in the 8–11am window; dry cleaning and rug cleaning require 2–3 working days.

Pickup and delivery is available within 25km of our Avondale premises. Addresses outside this area can use our drop-off service. Please make sure someone can hand over the laundry at the agreed time, or leave it in a safe spot you have told us about in the driver notes.

Pricing and payment

Prices are shown in New Zealand dollars and include GST of 15% (GST number 132-062-323). A minimum order of $45 applies. Pickup and delivery is free on orders of $50 or more; a $10 pickup and delivery fee applies below that. Optional services such as folding carry the surcharges shown at booking.

Quoted totals are based on the items you select online. The final total is confirmed once our team has inspected and weighed your items, and we will tell you before charging if it differs. Payment is due on completion unless we have agreed account terms with you in writing. A GST invoice is available for every order from your account.

Your items

Please check pockets before collection — we cannot be responsible for items left in pockets. Tell us about stains, delicate fabrics, beading or special care needs when you book so we can choose the right process.

We follow the care labels on your items. Where a label is missing or incorrect, or where you ask us to clean an item against our advice, the item is cleaned at your risk. Counts are based on our inspection; let us know within 48 hours of delivery if you believe something is missing.

Service issues, loss and damage

If something goes wrong, our Refund Policy applies: re-clean first, then a credit or refund where appropriate. Compensation for confirmed loss or damage is limited to ten times the cleaning charge for the item or its fair market value, whichever is lower. Claims must be raised within 48 hours of delivery.

Accounts and Ace Rewards

You are responsible for keeping your account login confidential and for the accuracy of your contact details and addresses. Ace Rewards points are earned on completed, paid orders and can be redeemed at checkout in the blocks shown on the Rewards page. Points have no cash value, cannot be transferred, and may be adjusted or removed if an order is cancelled or refunded.

Cancellations and changes

You can cancel or reschedule free of charge up to 2 hours before your pickup window. Later cancellations may incur a $10 call-out fee. We may decline or cancel a booking where an address is outside our service area, where items present a health and safety risk, or where payment has previously failed — we will always tell you and refund any payment taken.

Website use and privacy

The content on this website is general information and may change without notice. We collect only the personal information needed to provide our services (contact details, addresses, order history) and handle it in accordance with the Privacy Act 2020. We never sell your information.

We also use Google Analytics to measure website use and Google Ads to measure verified paid bookings and optimise advertising. Google receives browser and device information, advertising interactions and, for permitted paid-booking events, the order value in NZD and a random transaction identifier. We do not send customer names, email addresses, phone numbers or pickup addresses for advertising matching. Google may process this information overseas.

Where consent is required, including when your region cannot be determined, advertising and analytics are blocked until you choose. Elsewhere ordinary measurement may operate unless you decline. Cookie settings lets you accept or reject advertising and analytics separately and change your choice later. We retain your choices, timestamps, region and the notice version privately in this browser; withdrawing retains earlier consent evidence. Blocked purchases are not replayed after later acceptance. Clearing browser storage removes this device’s records. Contact info@acelaundry.co.nz with privacy questions.

Liability and disputes

To the extent permitted by law, our total liability for any order is limited to the amounts described in our Refund Policy. We are not liable for indirect or consequential loss. If a dispute arises, contact us first — we will work with you in good faith. These terms are governed by New Zealand law.

Questions?

Email info@acelaundry.co.nz or call 0210 800 5882. You can also visit us at 93 Lansford Crescent, Avondale, Auckland 0600.