Frequently asked questions.
Helpful answers for collections, service areas, sorting, turnaround times, payment and customer care.
Frequently Asked Questions
Our customers often ask this information.
Quick answers for first-time pickups, collections, turnaround times, service areas, payment and customer support.
Need more clarity? Message the team directly.What do I need for my first Pick Up?
Just have your clothes ready. Our Agent (Driver) will bring a OntheMove Laundry bag to place your loose clothes in. If you have them in a bag yourself this is also fine.
Do you cover my Area?
We cover a wide area of Johannesburg North, including North Riding, Sandton, Randburg, Fourways, Rivonia, Sunninghill, Olivedale, Rosebank and more.
Want to know if we cover your area? Use our website’s footer for reference.
Do I need to Separate my Colours
Don’t worry about sorting your clothes, we will do that for you.
Where are my Clothes taken?
Your clothes will be taken to one of our top notch facilities! Your clothes will be handled with care by our high quality, experienced and specialist cleaners.
Do I Need to weigh my Laundry?
No need to weigh the bag as we will do that when we pick up your laundry and you will sign-off the order form specifying the total weight of your laundry. The minimum weight is 5kg and every kg over 5kg we will charge accordingly. Any orders below 5kg will be charged at the minimum weight price which is R350.
When can my Order be collected?
Collection and delivery times can differ depending on city and availability, but our Agents (Drivers) can always be booked in advance. Mon-Saturday – 7am to 6pm
Can I schedule and pick at different Locations?
Yes but pickup and delivery addresses needs to be within Johannesburg North otherwise an additional delivery fee of R500 will be charged.
How long will it take to do my Laundry?
You can choose a time slot that is most convenient for you! We promise to turnaround all orders within 36 -hours.
What do I do if I miss my Pick Up/Delivery?
Please contact Customer Care at info@industriallaundry.co.za as soon as possible to arrange a new time.
We will contact you to arrange a new pickup/delivery time for a period of 30 days. If your clothes have not been redelivered within 90 days we reserve the right to give them to charity.
Can I cancel my Order?
Yes, you can cancel the order within the app up to 2 hours before the scheduled pickup slot. If your pickup slot is within the next 2 hours then please contact Customer Care via info@industriallaundry.co.za
My preferd time PickUp time is greyed out?
Sorry, it is because we are busy at those time slots. Please choose another available time.
What items/materials do yor not Clean?
Yes, we do not currently clean leather, suede, velvet or fur items. Please note, in some cases it is difficult for us to know if we can clean a garment until we see it. In the rare event that we receive your garment and cannot clean it, we will notify you as soon as possible.
What are your Customer Care hours??
We are here to help from Monday to Friday 7am to 11pm, Saturday 8am to 6pm. Please contact us by email at info@industriallaundry.co.za
What are you methods of Payment?
We accept Debit/Visa/MasterCard/American Express cards. Please note that we do not accept cash payments and none of our agents are permitted to accept cash payments.
Is there a minimum order fee?
Yes, there is a R450.00 minimum order, with free collection and delivery as standard. Any order under R450.00 will be charged R450.00.
How do I lodge a complaint?
Please contact us at info@industriallaundry.co.za We treat all complaints with the utmost importance and as an opportunity to improve the quality of our service.
Still have a question?
Send a WhatsApp or request a commercial quote and the team will help with service area, turnaround and pricing details.