Terms & Conditions

These Terms and Conditions ("Terms") govern your use of the Airer mobile application and services operated by Sahajdeep Singh Narang trading as Airer (ABN 78 294 724 199) ("Airer", "we", "us", or "our"). By creating an account or using Airer, you agree to be bound by these Terms. If you do not agree, do not use our services.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law ("ACL") that cannot lawfully be excluded, restricted, or modified.

1. About Airer

Airer is an on-demand laundry and dry cleaning platform that connects customers in Brisbane, Australia with independent laundry service providers ("Partners"). Airer facilitates booking, payment, and logistics between customers and Partners.

Partners provide the actual cleaning and care services. Partners are engaged as independent service providers and are responsible for their own obligations under applicable law, including tax. The economic reality of each Partner’s relationship with Airer is assessed under applicable Australian law and nothing in these Terms is intended to alter that assessment.

While Partners deliver the services, Airer establishes the service standards, handles payment, and operates the garment protection framework in §8. Airer’s facilitation responsibilities under these Terms are in addition to, not in substitution for, any rights you have against a Partner directly under the ACL.

2. Eligibility

You must be at least 18 years of age to use Airer. By creating an account, you represent and warrant that you are 18 or older. Accounts will be terminated where we have reasonable grounds to believe this requirement has not been met, and any orders placed by a user subsequently found to be under 18 will be cancelled and refunded. If a parent or guardian believes a minor has created an account or submitted personal data, contact us at airer.app@gmail.com and we will delete the account and associated data promptly.

If you are signing up as a Partner, you must hold a valid Australian Business Number (ABN) and maintain public liability insurance of at least $2,000,000. By accepting orders, you confirm these requirements are met and agree to provide evidence of current insurance upon request.

3. Accounts

• You are responsible for maintaining the confidentiality of your account credentials.
• You are responsible for all activity that occurs under your account.
• You must provide accurate and complete information when creating your account.
• You must notify us immediately of any unauthorised access to your account at airer.app@gmail.com.
• We may suspend or terminate accounts for: (a) material violation of these Terms; (b) fraudulent, deceptive, or illegal activity; (c) persistent failure to pay; or (d) conduct that causes harm to other users or Partners. We will act reasonably and proportionately and will endeavour to provide prior written notice except where immediate suspension is necessary to protect other users or the platform. Accounts suspended or terminated in error may be appealed within 14 days by contacting us at airer.app@gmail.com. We will respond to appeals within 5 business days.
• On termination, any in-flight orders will be managed under §6.3. Outstanding Partner payout balances accrued before termination will be settled in accordance with the payout schedule, minus any amounts owed to Airer.

4. Services and Pricing

All service prices are fixed and displayed in the app before you place an order. Prices are in Australian dollars (AUD) and include GST. Airer (ABN 78 294 724 199) is registered for GST. A tax invoice is available on request by emailing airer.app@gmail.com.

The total amount displayed at checkout includes the service subtotal, a platform service fee, and where applicable, a delivery fee. These components are itemised before you confirm payment.

Airer reserves the right to modify pricing at any time. Any price changes will be reflected in the app before you confirm an order. Prices already confirmed and paid are not affected by subsequent changes.

5. Orders and Payment

• Orders are confirmed only after successful payment is processed via Stripe.
• Payment is processed securely by Stripe. We do not store your card details.
• Once confirmed and paid, your order is made available to Partners for acceptance.
• If no Partner accepts your order within a reasonable period, you will receive a full refund automatically. We will contact you if this occurs.
• You will receive real-time order status updates through the app.

6. Cancellations, Refunds and Dispute Resolution

6.1 Cancellation before Partner acceptance

You may cancel your order at no charge before a Partner has accepted it. A full refund will be processed within 5–7 business days to your original payment method.

6.2 Cancellation after Partner acceptance

Once a Partner has accepted your order, cancellation is generally not available as the Partner has committed resources to your service. If exceptional circumstances require cancellation at this stage, contact us immediately at airer.app@gmail.com. We will assess on a reasonable basis and notify you of the outcome within 2 business days.

Nothing in this clause limits your right to a remedy under the ACL consumer guarantees if the service is not provided with due care and skill (ACL s 60) or is not fit for its stated purpose.

6.3 If Airer or a Partner cancels

If we or a Partner cancel your order before collection, you will receive a full refund within 5–7 business days. If a Partner cancels after collecting your items, Airer will arrange the return of your garments and process a full refund within 5–7 business days.

6.4 Service quality — consumer guarantee remedies

If the service fails to meet an ACL consumer guarantee (including the guarantee of due care and skill under ACL s 60), you may be entitled to require re-supply, a partial or full refund, or compensation for foreseeable loss. To exercise these rights, contact us at airer.app@gmail.com with a description of the issue and photographic evidence where possible. We encourage prompt notification to help us investigate effectively, but the statutory limitation periods under applicable Australian law govern how long you have to bring a claim — we cannot and do not contractually shorten those periods.

6.5 Dispute process

We will acknowledge your dispute within 2 business days and provide a substantive written response within 14 business days, stating whether we accept the claim and, if so, the remedy we propose. If we require additional time (for example to obtain information from a Partner), we will notify you and provide a revised estimate.

If you are not satisfied with our response, you may escalate the matter to: the Queensland Civil and Administrative Tribunal (QCAT) for disputes up to $25,000; the Queensland Office of Fair Trading; or the Australian Competition and Consumer Commission (ACCC) for systemic ACL complaints. These rights are not affected by anything in these Terms.

6.6 Card dispute rights

Nothing in these Terms limits your right to initiate a payment dispute with your card issuer.

7. Partner Responsibilities

Partners are independent contractors engaged to provide laundry and dry cleaning services. They are not employees, agents, or representatives of Airer. Each Partner operates their own business and is responsible for their own tax obligations, including GST where applicable.

Partners must:

• Handle all customer garments with reasonable professional care.
• Comply with all garment care label instructions.
• Complete accepted orders within the agreed timeframe or promptly advise Airer if they cannot.
• Return all customer garments promptly and in the condition received if they are unable to complete the service for any reason. Garments must be returned within 24 hours of a Partner's inability to continue, regardless of the cause.
• Comply with all applicable laws and maintain appropriate standards of care.

Airer reserves the right to remove Partners from the platform for failure to meet these standards.

8. Garment Care and Liability

8.1 Standard of care

Partners handle all garments with reasonable professional care. Airer facilitates the booking and logistics process and takes responsibility for the garment protection framework described in this section.

8.2 Reporting damage or loss

If your garments are damaged or lost during the service, notify us at airer.app@gmail.com with a description of the damage, estimated value, and photographic evidence where possible. We encourage prompt notification — ideally within 48 hours of delivery — to help us investigate while evidence is fresh and while the Partner can be contacted. However, this preference does not contractually limit your right to claim: the applicable statutory limitation periods under Australian law govern how long you have to bring a claim, and nothing in these Terms shortens those periods.

8.3 Resolution process and compensation

We will acknowledge your claim within 2 business days and determine the outcome within 14 business days. Where a valid claim is established, we will offer one of the following remedies at our election:

• Re-supply of the affected service;
• A refund of the amount paid for the affected service; or
• Compensation up to the lesser of the documented replacement value of the item or $1,000 per order.

8.4 Exclusions

Compensation is not available where damage results from:

• Pre-existing damage or wear that existed before pickup and was not disclosed;
• Garments with incorrect, missing, or illegible care labels;
• Items inherently unsuitable for the selected service type;
• Normal wear and aging of fabrics or materials; or
• Undisclosed embellishments, accessories, or non-standard components (e.g. beading, embroidery, or sewn-in electronics).

8.5 ACL rights preserved

Nothing in this section limits any rights you have under the Australian Consumer Law that cannot be excluded by contract, including the consumer guarantee of due care and skill under ACL s 60. Where the ACL applies, your statutory rights prevail over any contrary provision in this §8.

9. Service Availability and Timing

ASAP pickup is typically fulfilled within 2–4 hours, subject to Partner availability in your area at the time of booking. This is an estimate only and does not constitute a contractual commitment to any specific timeframe.

Same-day service is available when active Partners are operating in your area. Availability varies by location, time of day, and current demand. The app displays current availability indicators that reflect real-time Partner activity.

If a service cannot be fulfilled within a reasonable period, we will contact you and you may cancel for a full refund under §6.1.

10. Prohibited Activities

You agree not to:

• Use Airer for any unlawful purpose
• Submit false, misleading, or fraudulent information
• Attempt to gain unauthorised access to our systems
• Interfere with or disrupt the operation of Airer
• Harass, abuse, or harm Partners or other users
• Use automated tools to scrape or interact with the app without our written permission
• Attempt to circumvent our platform by establishing a direct commercial relationship with a Partner outside of Airer during or within 3 months of an Airer-facilitated engagement

11. Intellectual Property

All content, branding, and software within the Airer app are owned by Airer or its licensors. You may not copy, reproduce, distribute, or create derivative works from any part of our platform without explicit written permission.

Any text you submit through the app (including special instructions for your order) remains your property. You grant Airer a limited licence to use that content solely to fulfil your order and improve our services.

12. Privacy

Your use of Airer is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

13. Limitation of Liability

This section applies only to claims that are not governed by ACL consumer guarantees (for example, business-to-business claims or claims where the ACL does not apply). Where you are a consumer under the ACL, your statutory rights under Part 3-2 of the ACL (consumer guarantees) apply in full and cannot be excluded, restricted, or modified by anything in these Terms.

For non-consumer claims, to the maximum extent permitted by Australian law, Airer is not liable for any indirect, incidental, special, or consequential damages arising from your use of the platform, including loss of profits, loss of data, or business interruption.

For non-consumer claims, and subject to §8 (garment protection framework), our total liability for any single claim shall not exceed the total amount paid by you for the relevant order.

Nothing in this section excludes or limits liability that cannot be excluded by law, including liability for personal injury caused by negligence, liability under ACL consumer guarantees, or liability arising from misleading or deceptive conduct under ACL s 18.

14. Force Majeure

Neither party is liable for delay or failure to perform obligations caused by circumstances beyond their reasonable control, including but not limited to: severe weather events or natural disasters (including flooding relevant to South East Queensland), public health orders or government-directed restrictions, infrastructure outages, or civil unrest.

Where an order is affected by a force majeure event, we will contact you as soon as practicable and process a full refund for any unperformed services.

15. Governing Law

These Terms are governed by the laws of Queensland, Australia. For business-to-business disputes, the courts of Queensland have exclusive jurisdiction.

For consumer disputes, nothing in these Terms prevents you from commencing proceedings in any court or tribunal having jurisdiction under applicable Australian law, including QCAT or the Federal Court of Australia in relation to ACL claims.

16. Changes to These Terms

We may update these Terms from time to time. For material changes (including changes to pricing structure, liability, or your ACL rights), we will provide at least 30 days' notice via the app or the email address registered to your account before the changes take effect.

During that 30-day period, you may close your account and receive a refund of any prepaid amounts if you do not wish to continue under the updated Terms.

For minor, non-material changes (such as formatting, clarifications, or corrections that do not adversely affect your rights), we may update the Terms immediately with a revised date. Continued use of Airer after material changes take effect constitutes acceptance of the updated Terms.

17. Contact Us

For any questions about these Terms or to exercise your rights: