Terms of service

Terms & Conditions

These Terms & Conditions apply to all laundry and related services provided by Country Whites (“Country Whites”, “we”, “us” or “our”).

By booking, ordering, purchasing or using our services, you agree to these Terms & Conditions.

We aim to make laundry simple, reliable and beautifully cared for. These terms are here to make sure expectations are clear for both you and Country Whites.

1. Our Services

Country Whites provides collected and delivered laundry services, including washing, drying, folding and other services as advertised on our website.

Services may be provided on a one-off basis, through a membership or recurring service, or by arrangement for selected commercial customers.

The services available, pricing and service areas may change from time to time. Current pricing and service information is available through our website.

2. Booking & Acceptance

A booking may be made through our website, online booking system, email, phone, text message or other method offered by Country Whites.

A booking is considered accepted when Country Whites confirms the booking or accepts the items for processing.

By submitting laundry to us, you confirm that:

  • you are authorised to have the items laundered;

  • the items belong to you or you have permission from the owner;

  • you have disclosed any relevant care requirements or known issues;

  • the items are suitable for the laundering service selected; and

  • you have read and accepted these Terms & Conditions.

3. Collection & Delivery

Country Whites provides collection and delivery according to the service area and schedule available at the time of booking.

Collection and delivery times are estimates rather than guaranteed appointment times unless specifically agreed otherwise.

We may experience delays due to weather, traffic, vehicle issues, equipment failure, staff availability, unusually high demand or other circumstances outside our reasonable control.

Where practical, we will communicate significant delays.

Safe collection and delivery

If you have provided instructions for your laundry to be collected from or delivered to a particular location, you are responsible for ensuring that location is reasonably accessible and safe.

Where laundry is left at an agreed safe place, or delivered according to your instructions when nobody is present, responsibility for the laundry passes to you once it has been left or delivered in accordance with those instructions, subject to any rights you may have under New Zealand law.

4. Preparing Your Laundry

Customers are responsible for preparing items appropriately before collection.

Please:

  • empty all pockets;

  • remove coins, keys, tissues, paper and other loose objects;

  • remove items that may damage clothing or equipment;

  • identify delicate or special-care items;

  • provide any relevant washing or drying instructions; and

  • advise us of any known stains, damage, dye issues or unusual materials.

Country Whites is not responsible for damage caused by objects left in pockets or attached to garments, including but not limited to pens, coins, keys, tissues, cosmetics, electronics, jewellery, metal objects or other foreign items.

5. Garment Condition & Existing Damage

We take reasonable care with all laundry entrusted to us.

Customers should be aware that laundering can reveal or worsen pre-existing weaknesses, wear or damage that may not be visible before washing.

This may include:

  • weakened or aged fabric;

  • loose stitching;

  • broken fasteners;

  • damaged zips;

  • peeling prints;

  • fabric deterioration;

  • colour instability;

  • previous chemical or stain-treatment damage;

  • shrinkage caused by the item's condition or manufacturer's instructions; or

  • damage caused by unsuitable previous washing, drying or treatment.

Where we reasonably identify an item as presenting a significant risk, we may contact you before processing it or decline to process it.

6. Care Labels & Special Instructions

Customers are responsible for informing Country Whites of any special care requirements before the service begins.

Where an item has a manufacturer's care label, we will generally use that information to determine an appropriate laundering process.

If you provide special instructions, we will make reasonable efforts to follow them.

However, some garments or textiles may have care requirements that cannot be safely accommodated within our standard process. We may decline to process such items where we reasonably believe doing so could cause damage.

7. Stains & Stain Removal

We will make reasonable efforts to achieve a clean and fresh result.

However, stain removal cannot be guaranteed.

Some stains become permanent over time or may have chemically altered the fabric. Previous stain-treatment attempts can also affect the outcome.

We will not knowingly use an aggressive treatment where we believe it creates an unreasonable risk of damaging the item.

Where specialist treatment is required, we may recommend an alternative service or discuss the options with you.

8. Delicate, High-Risk & Unsuitable Items

Country Whites reserves the right to decline items that:

  • require specialist cleaning outside our normal service;

  • are labelled “dry clean only” where we cannot safely provide that service;

  • are excessively soiled or contaminated;

  • contain hazardous substances;

  • may damage our equipment;

  • may present a health or safety risk;

  • are infested or contaminated with pests;

  • contain bodily fluids or hazardous materials that have not been disclosed;

  • are structurally unsafe to launder; or

  • are otherwise unsuitable for our normal processes.

If an item is declined, we will make reasonable arrangements with you for its return.

9. Washing & Drying

Laundry may be washed, dried and folded using commercial or domestic-grade equipment and processes appropriate to the service provided.

We determine the laundering process based on the information available to us, including fabric type, care instructions, colour, condition and the service selected.

Customers acknowledge that normal laundering processes can involve risks such as:

  • shrinkage;

  • colour transfer or fading;

  • pilling;

  • changes in texture;

  • loss of elasticity;

  • damage to decorative features; or

  • other changes associated with washing and drying.

We will take reasonable care when processing your laundry.

Nothing in these Terms excludes rights or remedies that cannot legally be excluded under New Zealand law.

10. Lost or Missing Items

We take reasonable steps to keep customers' laundry together throughout the laundering process.

If you believe an item is missing, please contact us as soon as reasonably possible after receiving your order.

We will investigate reported missing items and make reasonable efforts to locate them.

Customers should check their laundry when it is returned.

11. Damage & Claims

If you believe an item has been damaged during our service, please contact Country Whites as soon as reasonably possible and provide details of the item and the issue.

Where appropriate, we may request photographs, purchase information, evidence of value, care-label information or other reasonable information to help us assess the claim.

We will consider each claim fairly and on its individual circumstances.

Nothing in these Terms is intended to exclude or limit any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation.

12. Items of Significant Value

Customers should tell us before booking if they intend to submit items that are unusually valuable, irreplaceable, antique, sentimental or otherwise of special significance.

Unless specifically agreed in writing beforehand, Country Whites does not accept responsibility for the sentimental or personal value of an item.

We may decline to process exceptionally valuable or irreplaceable items where we consider the ordinary laundering process inappropriate.

13. Forgotten Items & Pocket Contents

Customers must check all pockets and remove personal belongings before submitting laundry.

Country Whites is not responsible for personal property left inside laundry.

Where practical, we may return items accidentally discovered in pockets, but this is not guaranteed.

14. Collection & Delivery Access

Customers are responsible for providing accurate collection and delivery information.

If we are unable to complete a collection or delivery because:

  • nobody is available where attendance is required;

  • access is unavailable;

  • instructions are unclear;

  • laundry has not been made available;

  • the address is incorrect; or

  • there is an unreasonable safety or access issue,

we may need to reschedule the collection or delivery.

Any applicable re-collection or re-delivery fee will be communicated to you.

15. Cancellation & Rescheduling

We understand that plans change.

Customers may cancel or reschedule a booking by contacting Country Whites as soon as possible.

Our current cancellation or late-change fees, if applicable, will be displayed at the time of booking or otherwise communicated to you.

Repeated late cancellations or missed collections may result in future bookings requiring payment in advance or may affect eligibility for recurring services.

Nothing in this section limits any cancellation rights provided by law.

16. Memberships & Recurring Services

Where you join a Country Whites membership or recurring laundry service, the membership-specific terms, pricing and service arrangements presented at the time of joining will apply in addition to these Terms & Conditions.

Memberships may automatically renew where this is clearly disclosed at the time of purchase.

You may cancel or change a recurring service in accordance with the cancellation terms applicable to that membership.

Country Whites may update membership pricing or terms by providing reasonable notice.

17. Pricing & Payment

Prices are those displayed on our website, booking system, quotation or other agreed pricing at the time the service is booked.

Unless otherwise stated, payment is required in accordance with the payment method and timeframe communicated at the time of booking.

Country Whites may suspend or decline further services where an account remains overdue.

For commercial customers, separate payment terms may apply where agreed in writing.

18. Additional Charges

Additional charges may apply where a service falls outside the original booking or requires additional work, including where applicable:

  • unusually large or heavily soiled loads;

  • additional treatment;

  • specialist handling;

  • additional collection or delivery;

  • missed collection or delivery;

  • urgent or priority services; or

  • services requested after the original booking has been confirmed.

Where reasonably practicable, we will discuss significant additional charges with you before proceeding.

19. Commercial Customers

Commercial customers may have different pricing, collection arrangements, minimum order requirements and payment terms agreed directly with Country Whites.

Where a commercial customer is acquiring services in trade and both parties agree in writing, certain provisions of the Consumer Guarantees Act may be excluded to the extent permitted by law.

Any such exclusion will only apply where legally valid and properly agreed.

20. Our Right to Refuse or Stop a Service

Country Whites may refuse or discontinue a service where reasonably necessary to protect:

  • our staff;

  • our customers;

  • our equipment;

  • other customers' laundry;

  • our premises; or

  • the integrity of the laundering process.

This may include circumstances involving hazardous, contaminated, excessively soiled, unsuitable or undisclosed materials.

Where possible, we will explain the reason and arrange the return of the items.

21. Circumstances Outside Our Control

Country Whites will not be responsible for delay or failure to provide services caused by circumstances beyond our reasonable control.

These may include severe weather, flooding, road closures, power outages, equipment breakdown, fire, natural disaster, illness, supply shortages, government restrictions, accidents or other events outside our reasonable control.

We will make reasonable efforts to resume services as soon as practicable.

22. Privacy

We collect and use customer information only as reasonably required to provide our services, process bookings and payments, communicate with customers and operate our business.

Your personal information will be handled in accordance with our Privacy Policy and applicable New Zealand privacy law.

Our Privacy Policy is available through the Country Whites website.

23. Website Information

We aim to keep information on the Country Whites website accurate and current.

However, photographs, descriptions, pricing, availability and service information may occasionally contain errors or change without notice.

We reserve the right to correct errors and update website information.

24. Changes to These Terms

Country Whites may update these Terms & Conditions from time to time.

The version applying to your booking will generally be the version published on our website at the time you make the booking, unless otherwise required by law.

Where a change materially affects an ongoing membership or recurring service, we will provide reasonable notice where appropriate.

25. Complaints & Dispute Resolution

We genuinely want to resolve problems directly and fairly.

If you have a concern about our service, please contact us as soon as possible and explain:

  1. what happened;

  2. which service or order it relates to;

  3. the outcome you are seeking; and

  4. any relevant photographs or supporting information.

We will review the matter and work with you in good faith to find a reasonable resolution.

Nothing in this clause prevents you from exercising any rights available to you under New Zealand law.

26. Consumer Guarantees Act

Where the Consumer Guarantees Act 1993 applies, nothing in these Terms & Conditions is intended to exclude, restrict or modify your rights under that Act except where such exclusion is expressly permitted by law.

Country Whites will comply with its obligations under applicable New Zealand consumer law.

27. Limitation of Liability

To the maximum extent permitted by New Zealand law, Country Whites will not be liable for indirect or consequential loss arising from the provision of our services.

For commercial customers, any agreed limitation of liability will be set out in the applicable commercial agreement.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

28. Severability

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary, and the remaining provisions will continue to apply.

29. Governing Law

These Terms & Conditions are governed by the laws of New Zealand.

Any dispute will be subject to the applicable courts and dispute-resolution processes of New Zealand.

30. Contact

If you have any questions about these Terms & Conditions, your booking or our services, please contact Country Whites through the contact details provided on our website.

Country Whites
Dargaville, Northland, New Zealand
Website: countrywhites.com

A final note from Country Whites

We know laundry is personal.

Every order that comes through our door belongs to someone's home, family, business or everyday life. We treat your things with care and aim to make the whole experience simple, reliable and beautifully considered.

Thank you for trusting Country Whites with your laundry.