FAQ
WASHER RELATED QUESTIONS
Q: I have paid on the washing machine but it won't start!
A: Please check you are following the backlit instructions on the wall. It is most likely you did not press the GREEN start button to start the wash.
Q: I paid, left the laundromat for 30 mins, came back and nothing has been washed.
A: As per above, it is most likely you did not press the GREEN start button to start the wash after you paid. Please close the door again (if open) and press the GREEN button to start. You do not need to repay. The credit will still be on the machine.
Q: Can I stop a washing machine that has started?
A: No. For safety, the washing machine door remains locked once the wash cycle has started. Please allow the cycle to finish before attempting to open the door.
Q: The machine card readers are turned off and I am unable to pay for a wash.
A: It is most likely because it is after 10:00 pm which is the time of our last wash to enable you to be completed and have exited the laundry by our close time of 11:00 pm.
Q: Do I need to bring laundry detergent to Lava?
A: There is no need. All of our machines dose soap (and optional fabric softener) automatically. Just ensure you select a cycle that says "SOAP" or SOAP & SOFT" from the washing machine menu.
Q: All the washing machines are being used, I am wanting to conduct washing, and there is a machine which has finished its cycle and the customer is not here to deal with it.
A: Customers are asked not to leave finished laundry occupying a machine per our Conditions of Use. If a cycle has finished and the owner has not returned, you may carefully remove the laundry and place it neatly in their basket, if available, or on the folding table. Please treat other customers' belongings with care and respect.
Q: I paid twice on the washing machine, how do I get a refund?
A: It is most likely you forgot the press the GREEN start button after the first payment. Please email us at michelle@lava.com.au with the machine name, the approximate time, and the last four digits of your credit card and we search for the transaction, check the CCTV, and arrange a refund. Refunds can take up to four business days to appear as a credit on your account.
Q: Can I wash pet bedding?
A: Sorry, per our Conditions of Use, we do not allow pet bedding as a courtesy to all of our customers that will follow you.
DRYER RELATED QUESTIONS
Q: How do I stop a dryer?
A: Pull to open the door.
Q: I have paid and started the wrong dryer, how do I swap my clothes over to the correct dryer?
A: If it's at all comforting....you're not the first! Simply open the door of the dryer that is turning, which will stop the dryer. Swap your clothes over, and press the desired temperature button to re-start the dryer you paid on.
Q: I have paid on the dryer but it did not start.
A: Please press the desired temperature to start.
OTHER
Q: How long does it take to wash and dry clothes at Lava?
A: Approximately one hour total (30 mins wash time, approx. 30 mins drying time).
Q: Can I pay with cash?
A: No. We accept credit card (Mastercard/Visa) only.
Q: Do you offer a Wash-Dry-Fold service?
A: No. Lava is a premium self-service laundry, so all washing and drying is completed by the customer.
Q: I left my clothes in a machine and they are no longer there.
A: It is possible a customer wanting to use the machine, or a staff member, has removed them. Please check on or behind the counter. If they are still not there and it has been an extended time, please contact us via email as they may have been placed out the back by staff.
Q: Is your business for sale?
A: No. We love our little business and we're very happy looking after the residents and visitors of Perth.