We've absorbed rising costs rather than passing them on for as long as we reasonably could. We've now reached the point where our pricing and terms need to reflect the true cost of running a high-volume commercial laundry, so we can stay sustainable and keep supporting our workforce and community into the future.

The biggest changes are:

• A weekly turnaround expectation for linen

• A $100 minimum order requirement per delivery

• Holding fees for linen or trolleys kept beyond the agreed timeframe

• Updated payment terms and delivery structures

Prices are reviewed annually. Any future changes depend on operating conditions, and we're committed to communicating clearly whenever updates are needed.

Our pricing has been set across all accounts to reflect the real cost of delivering the service, so we're not able to move individual accounts back to previous rates. What we can do is review your ordering patterns, turnaround times and account setup with you to help find savings within the new structure.

We generally don't match quotes directly, because our pricing reflects the actual cost of delivering the service and the social impact it funds. What we will do is review your account and ordering patterns with you to see where the new structure can work better for your business before you decide.

Each delivery now incurs a minimum charge of $100. If the value of the items you order comes to less than that, a minimum order adjustment is added to bring the delivery total up to $100.

Example: You order linen worth $82. Your invoice would show Linen items: $82, Minimum order adjustment: $18, Total: $100. If your order already totals $105, you simply pay $105 — no adjustment needed.

Yes, the $100 minimum applies to each order regardless of season. If your business is seasonal, it's worth talking to us about your ordering pattern so we can help you plan around your occupancy as much as possible.

Yes, we can discuss changing your delivery frequency — for example, to fortnightly. Keep in mind that holding fees still apply if linen is kept beyond the agreed turnaround, regardless of how often you receive deliveries, so it's worth reviewing both together.

Yes. Reviewing your PAR levels against your room numbers, bathroom count and bed configurations is one of the best ways to make sure you're ordering what you actually need, rather than over- or under-ordering.

The holding fee applies when linen is kept on-site beyond the agreed turnaround. It isn't intended as a penalty — it exists because extended holding means we need to carry more stock and absorb more cost across the whole system. Rather than negotiating the fee itself, we'd much rather work with you on turnaround, order sizes and holding times to help you avoid it altogether.

A holding fee can apply once linen is kept beyond the initial 10 days, charged at 35% of the linen hire value for each additional 7-day period it's held. If linen is held longer than 90 days, it may be treated as permanently retained and charged at replacement cost.

Example: You order $100 worth of linen. $40 worth is held beyond the agreed timeframe. The holding fee is 35% of that $40 = $14. Your invoice would show Linen items: $100, Linen holding fee: $14, Total: $114. Returning linen within the agreed turnaround avoids this fee entirely.

Holding fees can apply once linen is held beyond the initial 10 days, and any fee charged will appear as a separate line on your invoice so you can see it clearly. If you're concerned about your account, we encourage getting in touch early so we can review your usage together.

We use RFID and operational tracking data to monitor linen movement, holding time and returns. If you ever have questions about specific items or timings, we're happy to review that information with you.

Trolleys and cages are meant mainly for transport, not on-site storage. Rising demand across our network and the cost of keeping enough equipment moving between sites means that when trolleys stay on-site for extended periods, it creates real cost and operational pressure. We're happy to look at options that work for both sides.

Trolleys and cages remain our equipment, so any loss or damage is reviewed based on the circumstances and your account arrangements. If something happens, let us know as early as possible so we can assess it properly.

It may be treated as permanently retained and charged at replacement cost, so we can restock and maintain service levels. We use RFID and operational tracking to confirm how long items have been out.

Yes — if there's a genuine concern or discrepancy, please get in touch so we can review the account and tracking details with you.

This is reviewed case-by-case based on timing and condition. Please contact us directly if this happens so we can assess it fairly.

Changes will appear on your invoice as separate, clearly labelled lines:

• Updated item prices for the linen ordered

• A minimum order adjustment, where applicable

• Any holding fees, where applicable

If anything on your invoice doesn't look right, we're always happy to go through it with you.

A few things help most customers:

• Plan orders so each delivery is around or above $100 in item value, rather than several small top-ups

• Return linen within the agreed weekly turnaround so holding fees don't apply

• Set realistic PAR levels based on your rooms, bathrooms and bed types, so you're not holding more than you need

We're happy to review your account and recent invoices with you to help fine-tune your ordering pattern.

Our charitable status reflects our purpose: providing meaningful employment, training and support for people who may otherwise struggle to access work. It doesn't mean our laundry operations are funded by government or donations — our commercial services receive no operating subsidy, so wages, equipment, energy, insurance, compliance and linen replacement all have to be covered through the income we earn.

It means your spend with us supports something beyond the service itself — wages, training and safe, supported employment for people in our community, rather than going purely to profit.

We've held prices down for as long as we reasonably could. If pricing doesn't cover our actual costs, the jobs and support we provide become insecure — so setting sustainable prices is part of protecting that social impact, not working against it.

What do I need to do?

Review the revised pricing document and terms and conditions, then complete the confirmation form linked at the end of the agreement. This confirms your continuation of service and updates your account details.

What does the form update?

• Contact details

• Property size and details

• Number of rooms and bathrooms

• Bed types and configuration

How long does the form take?

Around 5–10 minutes.

Can I ask questions before completing the form?

Yes, absolutely — review the documents and reach out with any questions before you submit.

We're asking all customers to confirm by 17 August 2026 so we can update your account details and confirm your service continues without interruption. If you have concerns, please get in touch before the deadline so we can talk it through.