Legal Terms & Policies

HANG 5 CARWASH

CAR WASH CONDITIONS OF ENTRY

1. About These Conditions

These Car Wash Conditions of Entry (Conditions) govern entry to and use of automated wash facilities operated by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust, trading as Hang 5 Carwash (Hang 5, we, us or our). They apply to the purchaser, vehicle owner, driver and any person using a wash service, to the extent relevant to that person.

By purchasing, redeeming, activating or using a wash service, and by proceeding beyond the entry point after the applicable signs and prompts are displayed, you agree to these Conditions. If a purchaser or account holder is not the driver, they should ensure the driver is aware of the entry and safety requirements before the vehicle proceeds.

These Conditions should be read with our Single Wash Terms & Conditions, Wash Club Terms & Conditions, Gift Card Terms & Conditions, Website Terms of Use, Privacy Policy, Cookie Policy, Customer Communications Policy and Rewards & Promotions Terms & Conditions, each available through the Legal section of our Website. These Conditions prevail for vehicle eligibility, safety and tunnel operation. The applicable product terms prevail for purchase, billing, renewal, cancellation and gift-card matters.

2. Definitions

Customer: the purchaser, account holder, vehicle owner, driver or user of a wash service, as the context requires

LPR: licence plate recognition technology used at some Hang 5 Carwash locations

Site: a Hang 5 Carwash facility, including its entry lane, pay station, wash tunnel, exit area and associated customer areas

Wash Service: a single wash, prepaid wash, Wash Code redemption, gift-card redemption or Wash Club wash

3. Key Entry and Safety Requirements

The following requirements summarise the entry sign displayed at the Site. They do not replace the detailed Conditions below. Before entering, the driver must:

• confirm that the vehicle does not exceed the posted maximum height of 2.1 metres and complies with every other posted clearance restriction;
• use only a suitable standard-production vehicle and not enter with a prohibited commercial vehicle, tray-body utility, external attachment or other unsuitable configuration;
• remove or fully retract antennas and not enter with prohibited snorkels, alloy trays, roof baskets, side awnings, bike racks or similar external attachments;
• remove all loose items, loads and debris from open beds, trays, roof racks and external carriers;
• fold mirrors where instructed or reasonably practicable;
• switch off windscreen wipers, including automatic wiper functions;
• follow the displayed instruction to place the vehicle in neutral, keep the foot off the brakes, disable Auto Hold or automatic braking where instructed, and keep hands off the steering wheel;
• not use a mobile phone during the wash process; and
• follow all signs, pay-station prompts and attendant instructions at all times.

A sign stating “enter at your own risk” or “not responsible” must be read subject to these Conditions and the Australian Consumer Law. It identifies inherent risks and customer responsibilities but does not exclude any liability or consumer right that cannot lawfully be excluded.

4. Automated Contact Wash

Hang 5 Carwash operates an automated express tunnel that uses controlled physical contact with exterior vehicle surfaces. Soft foam materials are used on the side wraps, rocker brushes, top brush and wheel-cleaning equipment. During a normal wash cycle, these components may contact the vehicle, while water, cleaning products, blowers and other non-contact wash equipment may operate on or close to the vehicle to clean and dry it.

The equipment is designed primarily for roadworthy vehicles in standard factory configuration. Pre-existing damage, weakened fittings, aftermarket accessories, unusual dimensions, previous repairs, corrosion, deterioration and unsecured items may increase the risk that a component moves, detaches or fails during normal operation.

The fact that damage becomes apparent during or after a wash does not by itself establish its cause. Responsibility will be assessed using all reasonably available evidence and applicable law.

5. Vehicle Eligibility and Mandatory Restrictions

A vehicle must not enter unless it complies with the posted Site restrictions and is capable of safely completing the automated process. Unless an authorised Hang 5 Carwash representative expressly approves otherwise, the following must not enter:

• vehicles with an overall height exceeding 2,100 mm;
• vehicles with ground clearance below 120 mm;
• commercial vehicles, alloy/steel or flat-tray utilities, dual-cab utilities fitted with tray bodies, or vehicles with exposed or sharp tray components;
• vehicles with visible structural instability, loose bodywork, unsecured components or open panels;
• vehicles that exceed any posted width, tyre, wheelbase, track or other Site-specific restriction;
• vehicles that cannot be placed in neutral or cannot comply with the conveyor and braking instructions; and
• vehicles or loads that may create a safety risk or damage the wash equipment.

Proceeding beyond the clearance bar or entry point confirms that the driver has checked the vehicle against the posted restrictions. Payment, a Wash Code, Gift Card or Wash Club Membership does not override eligibility or safety requirements.

6. Prohibited Vehicles, Accessories, Loads and Conditions

The following are prohibited unless current Site signage or an authorised representative expressly states otherwise:

• alloy/steel tray utes, flat-tray vehicles and open trays with protruding or sharp components;
• snorkels, side awnings, roof baskets, bike racks, ladder racks and similar external carriers;
• CB antennas, non-retractable antennas and other tall or flexible external fittings;
• open or unsecured loads, loose tray contents, tools, debris and personal property stored externally;
• heavily muddy or sand-covered vehicles, or vehicles carrying material likely to obstruct, contaminate or damage the equipment;
• tow-mounted accessories, removable tow balls, hitch-mounted racks and other rear protrusions that have not been removed where reasonably possible; and
• any vehicle, condition or item identified as prohibited by current Site signage.

Other non-standard items may also be unsuitable, including roof racks and attachments, spoilers, rear-mounted spare tyres, extended bumpers, body kits, wraps, paint-protection film, aftermarket sensors and cameras, lowered suspension and altered vehicle geometry. Ask an attendant before entry if you are uncertain. Staff assistance does not guarantee suitability.

7. Pre-existing Damage, Deterioration and Modified Vehicles

Do not enter with any component that is loose, cracked, fatigued, corroded, inadequately secured, poorly installed, previously damaged or previously repaired in a way that may not withstand normal automated washing.

Items commonly affected by underlying weakness include mirrors and mirror covers, trims, mouldings, badges, emblems, antennas, wipers, spoilers, racks, awnings, number plates and covers, windscreens and other glass, lights, plastic parts, sensors, cameras and advanced driver-assistance systems, wraps, paint-protection film, body kits and other non-factory accessories.

To the extent permitted by law, Hang 5 Carwash is not responsible for loss or damage to the extent it is caused by a pre-existing condition, structural weakness, adhesive or mounting failure, corrosion, unsuitable modification, poor installation or incompatibility with a normal automated wash. This does not exclude liability for a failure by Hang 5 Carwash to exercise due care and skill or any other non-excludable obligation.

8. Customer Responsibilities Before Entry

Before entering, the driver must:

• ensure the vehicle is roadworthy, mechanically sound and suitable for an automated contact wash;
• check that no component is loose, damaged, deteriorated or inadequately secured;
• close all windows, doors, sunroofs, canopies, tailgates, bonnets, boots and fuel flaps;
• remove or retract antennas, fold mirrors where instructed, and switch off automatic windscreen wipers;
• remove or securely fasten non-factory and removable items;
• secure or remove all external personal property, loads and loose objects;
• disclose unusual modifications or ask an attendant if suitability is uncertain; and
• comply with the clearance bar, pay-station prompts, signs and attendant instructions.

Customers concerned about the condition of a vehicle may photograph it before entry. This is optional but may assist any later investigation.

9. Driver Responsibilities Inside the Tunnel

The driver must follow every entry and tunnel instruction. Unless an attendant or displayed instruction directs otherwise, the driver must:

• align the vehicle as directed and place it in neutral;
• keep the foot off the brake and accelerator;
• disable Auto Hold, automatic parking-brake or automatic braking functions where instructed;
• keep hands off the steering wheel and allow the conveyor to guide the vehicle;
• keep doors, windows and sunroof closed and remain inside the vehicle;
• leave windscreen wipers switched off;
• not change gear, steer, brake, open a door or otherwise interfere with the process; and
• not use a mobile phone while the wash process is operating.

Hang 5 Carwash is not responsible to the extent an incident is caused by the driver failing to follow a clear instruction, applying the brakes, steering, misaligning the vehicle, leaving an opening unsecured or otherwise interfering with the automated process. This is subject to the Australian Consumer Law and any contributory-conduct principles that apply.

10. Staff Directions and No Comprehensive Inspection

The driver must follow lawful attendant instructions at all times. We may require a vehicle to stop, leave the queue or not enter where an attendant identifies a safety, eligibility or equipment-protection concern.

Entry does not mean that Hang 5 Carwash has inspected, certified or approved the vehicle. Attendants, cameras and entry systems may identify visible risks, but they do not undertake a mechanical, structural or comprehensive accessory inspection. The driver remains responsible for determining whether the vehicle is suitable to enter.

Staff may retract, disable or adjust a wash component to protect equipment or respond to a visible risk. This is an operational precaution only and does not constitute a full inspection, certification of suitability or assumption of liability.

11. Wash Quality Concerns

If you are dissatisfied with the cleanliness of your wash, please notify an attendant before leaving the Site or contact Customer Support at contact@hang5carwash.com.au as soon as reasonably practicable on the same calendar day. Prompt notification allows us to assess the wash result while the vehicle and relevant wash records are still available.

Please provide your vehicle registration, the Hang 5 Carwash location, the date and approximate time of the wash, and a description of the wash-quality concern. Hang 5 Carwash may ask to inspect the same vehicle and review the relevant transaction, equipment and wash-cycle records.

Hang 5 Carwash will assess the concern reasonably and may offer a complimentary rewash or another customer-service resolution where appropriate. Any complimentary rewash is offered at Hang 5 Carwash's discretion and does not create a continuing contractual guarantee, establish a precedent or constitute an admission of fault or liability.

A discretionary rewash may not be offered where the result is caused by pre-existing staining, oxidation, etching, paint deterioration, heavy mud, sand, tar, cement, tree sap, industrial fallout, contamination unsuitable for an express wash, an area obstructed by the vehicle's design or accessories, or failure to follow instructions. This customer-service process does not exclude, restrict or modify any consumer guarantee, right or remedy under the Australian Consumer Law. Where the wash service fails to comply with a consumer guarantee, Hang 5 Carwash will provide the remedy required by law.

12. Personal Property, Glass, Sensors and External Components

Remove or securely store personal property before entry. Hang 5 Carwash is not responsible to the extent loss or damage is caused by property being left loose, unsecured, exposed in an open tray or mounted externally contrary to these Conditions.

Glass, plastic components, sensors, cameras and advanced driver-assistance systems must be intact and securely installed before entry. Existing chips, cracks, weakened mounts, water ingress, calibration issues or prior repairs may worsen or become apparent during normal washing. Responsibility will be assessed according to the actual cause and applicable law.

13. CCTV, LPR, Records and Investigation

Hang 5 Carwash Sites may use CCTV and, where indicated by signage, may be under continuous or 24-hour video surveillance. Some locations also use LPR, entry and exit images, transaction records, wash-cycle data and system diagnostics for safety, security, service delivery and incident investigation. Personal information is handled in accordance with our Privacy Policy.

When investigating a wash-quality concern, incident or reported vehicle damage, we may consider relevant evidence including:

• CCTV and entry or exit images where available;
• LPR and transaction records;
• wash-cycle data, alarms and system diagnostics;
• payment and Customer Portal records;
• photographs, repair information and statements provided by the customer; and
• attendant observations, maintenance records and other credible evidence.

Electronic records are evidence but are not automatically conclusive. We will consider available information fairly, take account of credible contrary evidence and correct any manifest error.

14. Vehicle Damage Notifications

If you believe your vehicle may have been damaged during the car wash process, you must notify Hang 5 Carwash before leaving the Site or as soon as reasonably practicable after becoming aware of the damage. Prompt notification assists us to preserve available footage, inspect equipment and investigate the circumstances before subsequent events affect the evidence.

How to submit a notification

Notifications must be submitted through our Vehicle Damage Notification Form, available at:

https://washes.link/PjY3zRV

If the online form is temporarily unavailable, you may submit the notification by email to contact@hang5carwash.com.au. The email should contain the same information and supporting material required by the online form.

Information to include

• your full name, mobile number and email address;
• the Hang 5 Carwash location used;
• the vehicle registration number;
• the vehicle make, model and year;
• the date and approximate time of the wash;
• the wash purchased, Wash Code redeemed or Wash Club Membership used;
• a clear description of the damage and what you believe occurred;
• when and where the damage was first noticed;
• details of any relevant pre-existing damage, previous repairs, modifications or aftermarket accessories; and
• clear photographs showing the damage and its location on the vehicle.

Supporting photographs and information

Where reasonably available, you should provide:

• a full photograph of the vehicle;
• a wider photograph showing where the damage is located;
• close-up photographs of the damage;
• photographs taken before the wash, if any;
• repair invoices, assessment reports or information about previous work in the affected area, if relevant; and
• any other information reasonably relevant to the notification.

Investigation and evidence

Hang 5 Carwash may review information reasonably relevant to the notification, including:

• CCTV footage and entry or exit inspection images, where available;
• Licence Plate Recognition records;
• transaction, payment and Customer Portal records;
• wash-cycle information, alarms, equipment logs and system diagnostics;
• maintenance records and staff observations;
• photographs, statements, repair information and other material supplied by you; and
• other credible evidence relevant to the circumstances.

Electronic records are evidence but are not automatically conclusive. We will consider the available information fairly, take account of credible contrary evidence and correct any manifest error.

Timing and events after the wash

A delay in notification does not automatically prevent the matter from being assessed or remove any right under the Australian Consumer Law. However, delay may affect our ability to preserve footage, inspect equipment, assess the vehicle or distinguish the reported incident from road debris, third-party interference, subsequent impacts or other events occurring after the vehicle left the Site.

Hang 5 Carwash is not responsible to the extent that loss or damage is caused by an event occurring after the vehicle has exited the wash and left the Site, or by another event unrelated to the Wash Service.

Effect of submitting a notification

Submitting a notification:

• does not constitute acceptance or admission of liability by Hang 5 Carwash;
• does not, by itself, establish that the reported damage was caused by the Wash Service;
• does not guarantee that repair, reimbursement or compensation will be provided; and
• does not limit any right or remedy available under the Australian Consumer Law.

Form declaration and privacy

The online form may require you to confirm that the information provided is true and accurate to the best of your knowledge and that you understand submission of the form does not constitute acceptance of liability by Hang 5 Carwash. This confirmation does not waive or limit any right under the Australian Consumer Law.

Personal information submitted through the form or by email will be collected, used, disclosed, stored and protected in accordance with the Hang 5 Carwash Privacy Policy.

15. Staff Assistance and Liability Decisions

On-site staff may provide operational assistance, record an incident and explain the notification process. They are not ordinarily authorised to make a final liability decision, approve repairs, promise compensation or vary these Conditions.

This clause does not exclude a legally binding representation made by an authorised representative, prevent us from correcting an error or limit any consumer right. Formal outcomes should be confirmed in writing by Customer Support or another authorised representative.

16. Refusal, Suspension or Stopping a Wash

We may refuse entry, stop a wash or require a vehicle to leave where reasonably necessary for safety, equipment protection, suspected fraud, abusive conduct, non-payment or a material breach of these Conditions. Immediate action may be taken where delay would create a material risk.

Where a paid service is not supplied and the customer has not caused the refusal through unsafe conduct or a material breach, we will provide the remedy required by the Australian Consumer Law and may offer a replacement Wash Code, re-supply or refund.

17. Australian Consumer Law

Our wash services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Services must, among other things, be provided with due care and skill, be reasonably fit for any purpose made known to us where the law applies and be supplied within a reasonable time where no time is fixed.

If a service has a major failure, you may be entitled to cancel the service contract and obtain a refund for the unused portion or obtain compensation for reasonably foreseeable loss. If a failure is not major, we may be entitled to remedy it within a reasonable time. The available remedy depends on the circumstances and the law.

Nothing in these Conditions excludes, restricts or modifies a consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

18. Liability and Allocation of Responsibility

To the extent permitted by law, Hang 5 Carwash is not liable for loss or damage to the extent it is caused by the customer or driver, an unsuitable vehicle, a pre-existing defect, deterioration, an aftermarket modification, an unsecured item, personal property left exposed, or a failure to follow a clear instruction.

To the extent permitted by law, Hang 5 Carwash is not liable for indirect or consequential loss that was not reasonably foreseeable. This clause does not exclude or limit liability for fraud, wilful misconduct, personal injury caused by negligence, a breach of a non-excludable consumer guarantee or any other liability that cannot lawfully be excluded or limited.

Any allocation of responsibility will reflect the actual cause of the loss, the conduct of each party and any applicable contributory negligence or statutory principles.

19. Privacy and Customer Communications

We may collect contact details, vehicle registration, LPR records, transaction information, Customer Portal activity, CCTV and incident information in accordance with our Privacy Policy. Purchase confirmations, receipts, Wash Codes and service communications may be sent electronically under our Customer Communications Policy. Marketing preferences can be managed separately from necessary service communications.

20. Changes to These Conditions

We may update these Conditions prospectively to reflect changes in law, technology, equipment, safety requirements, services or business operations. The current version will be published through the Legal section of our Website and may also be reflected in updated Site signage.

A material adverse change will not be applied retrospectively to a completed wash. Any non-excludable statutory right prevails over an inconsistent change.

21. Complaints and Disputes

Please contact Customer Support if you have a complaint about wash quality, an incident, reported vehicle damage or the application of these Conditions. We will investigate reasonably available evidence and aim to respond within a reasonable timeframe.

Nothing in this clause prevents you from contacting a consumer protection agency, insurer, payment provider, regulator or court.

22. Governing Law and Severability

These Conditions are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland, subject to any applicable law that provides otherwise.

If a provision is invalid, unlawful or unenforceable, it will be severed or read down only to the extent necessary. The remaining provisions continue to apply.

23. Contact Us

For questions, wash-quality concerns or incident notifications, please contact us:

Cleaner Cars. Better experiences.

HANG 5 CARWASH

COOKIE POLICY

1. Introduction

Hang 5 Carwash uses cookies and similar technologies to provide secure Website and Customer Portal functions, remember preferences, understand Website performance and, where used and permitted, measure marketing effectiveness.

Hang 5 Carwash is operated by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust. In this Policy, Hang 5 Carwash, Hang 5, we, our and us refer to that entity and its authorised operators.

This Cookie Policy should be read together with our Privacy Policy, Website Terms of Use, Customer Communications Policy and Rewards & Promotions Terms & Conditions. The Privacy Policy explains how information collected through cookies is handled when it is Personal Information.

2. What Cookies and Similar Technologies Are

Cookies are small data files stored on or accessed from your computer, phone, tablet or other device when you visit a website. They allow a website to recognise a browser or device, maintain a session and remember information between pages or visits.

Similar technologies may include local storage, session storage, software development kits, pixels, tags, device identifiers, server logs and other tools that perform comparable functions. In this Policy, references to cookies include these similar technologies where relevant.

Some cookies contain only a random identifier. Others may be linked with an IP address, device, session or Customer Portal account. Where information can reasonably identify you, it is handled as Personal Information under our Privacy Policy.

3. How We Use Cookies

Depending on the Digital Services you use and the technology configured at the time, cookies may be used to:

• provide core Website and Customer Portal functions;
• maintain secure sessions and authentication;
• process online purchases and payment workflows;
• protect against fraud, misuse and malicious activity;
• remember cookie choices, accessibility settings and other preferences;
• understand Website traffic, navigation and performance;
• diagnose errors and improve usability;
• measure whether Website content and customer journeys are effective; and
• where permitted and implemented, measure advertising or promotional campaign performance.

We do not use cookies to sell Personal Information. We do not permit service providers to use Hang 5 Carwash customer information for their independent marketing except where you separately interact with that provider or another lawful basis applies.

4. Cookie Categories

The categories below describe the types of cookies that may be used. The exact cookies can change as Website and Customer Portal technology is updated.

5. Essential and Security Cookies

Essential cookies are used where necessary to provide a service you request or protect the Website. They may maintain a Customer Portal session, support checkout, remember a security state, balance Website traffic or detect suspicious activity.

Because these cookies are necessary for core functionality, they may operate without an optional cookie preference, where permitted by law. Blocking them through your browser may prevent login, payment, account management or other essential functions.

6. Functional Cookies

Functional cookies may remember language, display, accessibility, consent, browser or other preferences. They improve convenience but are not always necessary for basic Website access.

If functional cookies are disabled, the Website may still work but may not remember settings between pages or visits.

7. Performance and Analytics Technologies

Analytics technologies may collect information about Website traffic and use, including pages visited, time spent, navigation paths, referral source, device type, browser, operating system, approximate region, session events, errors and performance information.

We use analytics information to understand customer journeys, identify technical issues, improve navigation, optimise checkout and Customer Portal functions and assess whether Website changes are effective.

We seek to use aggregated, de-identified or pseudonymous analytics information where reasonably practicable. Analytics information may still be Personal Information where it can be linked to an identifiable individual or account.

8. Marketing and Campaign Measurement

We may use technologies that measure which Website visits, campaigns, promotions or referral sources lead to customer engagement or purchases.

Marketing measurement technologies will be used only where implemented and permitted by law. Where consent is required, we will seek it through a cookie preference tool or another appropriate method before activating the relevant optional technology.

This Policy does not mean that every category is currently active. The Website may use fewer categories depending on its configuration.

9. First-Party and Third-Party Cookies

First-party cookies are set by or for the Hang 5 Carwash Website. Third-party cookies or similar technologies may be set by providers supporting:

• Website and cloud hosting;
• content delivery and network security;
• Customer Portal and authentication;
• online checkout and payment processing;
• fraud prevention;
• analytics and performance monitoring;
• communications and customer support; and
• marketing measurement where implemented.

Third-party providers may receive device, session, transaction or account information necessary to perform their services. Their handling of information is also addressed in our Privacy Policy and may be subject to their own privacy notices.

10. Cookie Duration

Session cookies generally expire when you close your browser or end a session. Persistent cookies remain for a defined period or until deleted.

Duration depends on the purpose, provider and configuration of the cookie. We seek to avoid retaining cookie information longer than reasonably necessary for the relevant purpose, subject to security, fraud prevention, analytics and legal requirements.

11. Your Cookie Choices

Where a cookie preference tool is available, you may use it to accept or reject optional cookie categories. Your choice may be stored in an essential preference cookie.

You can also manage cookies through your browser or device settings. Common options include viewing, deleting or blocking cookies, blocking third-party cookies, clearing data on exit and receiving notifications before cookies are stored.

Browser controls vary and may change. Refer to the current help information for your browser, device or operating system.

Deleting cookies may remove stored preferences and may require you to make your choices again. Blocking essential cookies may prevent parts of the Website or Customer Portal from operating correctly.

12. Consent and Withdrawal

We do not rely solely on continued browsing as consent where Australian law requires a more specific choice for an optional technology.

Where consent is required, you may withdraw it by changing available cookie preferences or deleting or blocking the relevant cookies. Withdrawal does not affect processing that occurred lawfully before the preference was changed.

Some browser settings do not communicate a legally standardised consent signal. We will respond to available Website preference tools and other controls we expressly support.

13. Do Not Track and Global Privacy Signals

Some browsers send Do Not Track or other global privacy signals. There is not currently a universally accepted Australian standard requiring a particular response to every signal.

Unless our Website expressly confirms support for a particular signal, we do not guarantee that the signal will automatically change cookie behaviour. You should use the cookie preference tool or browser controls described in clause 11.

14. Children

The Website is not directed primarily to children under 16. We do not knowingly use optional marketing cookies to profile children for advertising.

If you believe cookie information has been linked to a child’s Personal Information inappropriately, please contact us.

15. Changes to this Cookie Policy

We may update this Policy when cookies, providers, Website functions, legal requirements or regulatory guidance change.

The latest version will be published on the Website with an effective date and version number. Where practical, material changes to optional tracking practices may also be reflected in the cookie preference tool or another Website notice.

16. Contact Us

Questions about cookies, preferences or information collected through the Website may be directed to:

Cleaner Cars. Better experiences.

HANG 5 CARWASH

CUSTOMER COMMUNICATIONS POLICY

1. Introduction

Hang 5 Carwash communicates with customers to deliver purchased services, administer accounts and memberships, provide receipts and Wash Codes, resolve support matters and, where permitted, provide rewards and promotional information.

Hang 5 Carwash is operated by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust. In this Policy, Hang 5 Carwash, Hang 5, we, our and us refer to that entity and its authorised operators.

This Policy should be read together with our Privacy Policy, Website Terms of Use, Cookie Policy, Single Wash Terms & Conditions, Wash Club Terms & Conditions, Gift Card Terms & Conditions, Car Wash Conditions of Entry and Rewards & Promotions Terms & Conditions.

Nothing in this Policy limits rights under the Spam Act 2003 (Cth), Privacy Act 1988 (Cth), Australian Consumer Law or other applicable law.

2. Communication Channels

Depending on your interaction with us and the contact details available, we may communicate through:

• SMS or MMS;
• email;
• Customer Portal notifications or account messages;
• Website or checkout notices;
• online forms and in-person interactions where appropriate;
• printed receipts or site notices; and
• other electronic channels introduced from time to time.

The channel selected may depend on urgency, message length, account activity, product type, legal requirements, available consent and delivery reliability.

3. Service Communications and Marketing Communications

Service Communications

Service Communications are reasonably necessary to provide a product or service you requested, administer a transaction or account, protect security, respond to you or comply with law. They are not sent for the primary purpose of promoting Hang 5 Carwash.

Examples may include:

• purchase confirmations and digital receipts;
• purchased or complimentary Wash Codes issued as part of customer support;
• Customer Portal authentication, login and security messages;
• Wash Club sign-up, plan and vehicle confirmations;
• renewal reminders and successful renewal confirmations;
• failed payment, payment retry, payment recovery, suspension and cancellation messages;
• payment method or account detail confirmations;
• membership pause, cancellation and reactivation confirmations;
• important product, site, equipment, maintenance or service interruption notices;
• responses to enquiries, complaints, incident notifications and disputes;
• changes to legal terms that materially affect an account or ongoing service; and
• other messages reasonably necessary to administer your transaction or account.

Marketing Communications

Marketing Communications promote or advertise Hang 5 Carwash products, services, rewards, events or offers. Examples may include:

• special offers, discounts and complimentary wash promotions;
• Every 5th Wash FREE progress and related promotional messages;
• Wash Lottery, loyalty and referral program messages;
• Wash Club and annual plan offers;
• additional vehicle, upgrade and introductory membership offers;
• new products, services or location announcements;
• competitions, giveaways, surveys and community events;
• seasonal campaigns and customer appreciation offers; and
• company and promotional news.

A message may be a Marketing Communication even if it also contains service information. Where a message contains commercial or promotional content, we apply the consent, sender identification and unsubscribe requirements that apply to the message as a whole.

4. Consent to Marketing Communications

We send Marketing Communications only where we have express consent, inferred consent or another lawful basis permitted by the Spam Act and Privacy Act.

Express consent may be given through a pay station, Website form, checkout, Customer Portal, competition entry, written or verbal request, checkbox or another clear affirmative action.

Inferred consent may arise from an existing relationship or conduct where it is reasonable to expect relevant marketing, subject to the requirements of law. We do not assume that every purchase creates unlimited consent for unrelated or excessive marketing.

We keep reasonable records of consent, including when and how consent was provided, the information presented at the time and subsequent preference changes.

We do not send an electronic marketing message merely to ask for consent where doing so would itself breach the Spam Act.

5. SMS Communications

SMS may be used where timely delivery and mobile access are useful. Message frequency varies according to purchases, membership status, rewards activity, payment issues, support matters and marketing consent.

A customer with no active account may receive only occasional messages. An active Wash Club member may receive more frequent Service Communications, particularly when a payment fails or account action is required.

We aim to send routine SMS during reasonable daytime hours. Urgent security, safety or critical service messages may be sent outside normal hours where reasonably necessary.

Hang 5 Carwash uses the registered alphanumeric sender ID HANG5 for branded SMS. Hang 5 promotional SMS currently begins with “HANG 5:” and includes a clear unsubscribe instruction. Where reply processing is supported, the instruction may state “Text STOP to opt out of promotional SMS.” A STOP request opts the mobile number out of promotional SMS. Service Communications reasonably necessary to deliver or administer a requested product, account or membership may still be sent where permitted by law.

6. Email Communications

Email is generally used where more detailed information, a receipt, confirmation, legal notice or support response is appropriate.

Service emails may include receipts, membership confirmations, renewal and payment information, Customer Portal instructions, account updates and support correspondence.

Marketing emails may include promotions, product announcements, rewards, competitions, surveys, new location information and seasonal campaigns. Marketing emails include a clear unsubscribe method.

7. Customer Portal and Website Notifications

The Customer Portal may display receipts, Wash Codes, membership status, payment information, vehicle details, account notices and important service information.

Customers should review the Customer Portal when managing a purchase or membership. A Portal record does not replace a statutory notice where another form of notice is required by law.

Website and checkout notices may explain the information required for a purchase, recurring billing, marketing choice, privacy, cookies, transaction status or service restrictions.

8. Purchase, Receipt and Wash Code Messages

Following a Single Wash, Gift Card or other eligible purchase, we may send a confirmation containing the purchased product, Wash Code, receipt or Customer Portal link.

A Wash Code or receipt message is ordinarily a Service Communication. Promotional content added to that message may cause the message to be treated as a Marketing Communication for legal compliance purposes.

You are responsible for providing a valid contact detail and keeping Wash Codes secure. Delivery failure does not remove rights associated with a completed purchase, and Customer Support may assist with verification and re-delivery where appropriate.

9. Wash Club Renewal and Payment Communications

Wash Club communications may include sign-up confirmation, upcoming renewal reminders, successful renewal confirmation, failed payment notices, payment update reminders, retry notices, access suspension, cancellation warnings, successful recovery and reactivation confirmation.

Renewal reminders are a customer convenience and may not always be delivered. Members remain responsible for their renewal date and cancellation in accordance with the Wash Club Terms & Conditions.

When a payment fails, communications may be repeated during the payment recovery period because account access, payment status or future cancellation may depend on action by the member. We aim to make these messages clear, proportionate and focused on resolving the account issue.

10. Rewards and Loyalty Communications

Where you participate in a rewards program, we may communicate about qualifying activity recorded against a licence plate or customer record, reward progress, Every 5th Wash FREE eligibility, complimentary Wash Codes, expiry information, referral rewards, Wash Lottery campaigns and program changes. The Rewards & Promotions Terms & Conditions apply to those programs.

A purely transactional reward confirmation may be a Service Communication. Messages encouraging future purchases or promoting other products are Marketing Communications and will be managed accordingly.

11. Managing SMS Preferences

To stop promotional SMS, use the unsubscribe instruction displayed in the message. Where reply processing is supported, Hang 5 may instruct customers to text STOP. We also recognise a clear request such as CANCEL or UNSUBSCRIBE where the messaging platform supports it.

Where a delivery route supports reply processing, texting STOP using the instruction in the message will opt the mobile number out of promotional SMS. If a delivery route does not support replies, the message will provide another simple and functional electronic unsubscribe method. You may also email contact@hang5carwash.com.au with the mobile number to be unsubscribed.

An SMS marketing unsubscribe request will be actioned without charge, without requiring you to log in or provide unnecessary Personal Information, and within 5 working days. The unsubscribe facility will remain functional for at least 30 days after the message is sent.

To resume promotional SMS, you must provide fresh consent. Where supported, this may include texting START through an eligible messaging channel or contacting Customer Support.

12. Managing Email Preferences

Marketing emails include an unsubscribe link or another clear method to stop future marketing emails.

We may use a preference centre where available. You are not required to create a new account or pay a fee to unsubscribe from marketing emails.

Unsubscribing from one category or channel may not unsubscribe you from every separately selected category or another channel, but we will honour the preference expressed and make the available choices clear.

13. Service Communications After Marketing Opt-Out

A marketing opt-out does not automatically stop Service Communications reasonably necessary to:

• deliver a purchase, receipt or Wash Code;
• administer a Wash Club membership or payment;
• provide Customer Portal authentication or security information;
• respond to a support request or complaint;
• notify you of a material service, safety or legal matter; or
• comply with law.

We will not use a Service Communication label to avoid marketing consent or unsubscribe requirements. Promotional content will be treated according to its substance.

14. Sender Identification and Contact Details

Commercial electronic messages will accurately identify Hang 5 Carwash as the sender or the business authorising the message and include current contact details as required by law. Registration of HANG5 as a sender ID supports sender authentication but does not replace consent, contact-detail or functional-unsubscribe obligations.

Our approved sender ID is HANG5. The text “HANG 5:” is also placed at the beginning of each SMS to identify the business clearly.

15. Message Delivery and Technical Limitations

SMS and email delivery depends on telecommunications networks, internet providers, device settings, inbox filtering, third-party platforms and the accuracy of contact information.

We cannot guarantee immediate or uninterrupted delivery, delivery to a switched-off or disconnected device, or delivery where a number or email address is invalid, blocked, filtered or reassigned.

A failed delivery does not by itself invalidate an otherwise completed purchase or account action. Where law requires effective notice, we will take the steps required in the circumstances.

16. Charges

Hang 5 Carwash does not charge a fee for receiving our SMS or email. Your telecommunications provider may apply standard messaging, data or roaming charges.

We do not charge a fee for submitting a marketing unsubscribe request. Any SMS reply should cost no more than the ordinary charge applied by your provider.

17. Customer Responsibilities

You should keep your mobile number and email address current, review important account messages and promptly notify us if contact details have changed or have been entered incorrectly.

If a mobile number or email address is reassigned to another person, contact us so we can update or suppress the old detail.

You should not forward Customer Portal authentication messages, private receipts or Wash Codes to an unauthorised person.

18. Third-Party Communications Providers

We use service providers to deliver SMS, email, Customer Portal and Website communications. These providers process contact, message, delivery and account information on our behalf.

Hang 5 Carwash remains responsible for ensuring marketing messages sent on its behalf comply with applicable spam laws. Service providers may also have independent obligations applying to their platforms and security.

Information is handled in accordance with our Privacy Policy and relevant contractual and legal safeguards.

19. Privacy and Records

We may retain consent, preference, message content, delivery, reply, unsubscribe and complaint records to administer communications, demonstrate compliance, investigate disputes and prevent messages being sent contrary to your preferences.

Personal Information used for communications is handled in accordance with the Privacy Policy.

20. Complaints

If you believe a message was sent without consent, did not identify the sender, did not provide a working unsubscribe method or continued after an opt-out, please contact us with the relevant mobile number or email address and a copy or screenshot where available.

We will investigate and take reasonable corrective action. Nothing prevents you from contacting the Australian Communications and Media Authority, the Office of the Australian Information Commissioner or another regulator.

21. Changes to this Policy

We may update this Policy to reflect changes to communication channels, customer systems, law, regulatory guidance, products or business operations.

The current version will be published on the Website with an effective date and version number. A policy update does not revive withdrawn marketing consent.

22. Contact Us

Questions about communications or requests to update your preferences may be directed to:

Cleaner Cars. Better Experiences.

HANG 5 CARWASH

GIFT CARD TERMS & CONDITIONS

1. About These Terms

These Gift Card Terms & Conditions (Terms) apply to gift cards, stored-value vouchers and other gift products issued by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust, trading as Hang 5 Carwash (Hang 5, we, us or our).

By purchasing, receiving, activating or using a Gift Card, you agree to these Terms. A person who gives a Gift Card to another person should provide or direct the recipient to these Terms.

These Terms should be read with our Website Terms of Use, Privacy Policy, Cookie Policy, Customer Communications Policy, Single Wash Terms & Conditions, Wash Club Terms & Conditions (where relevant), Car Wash Conditions of Entry and Rewards & Promotions Terms & Conditions where a Gift Card is issued through a promotion or loyalty program. Each document is available through the Legal section of our Website.

2. Definitions

Bonus Card: a Gift Card supplied without separate payment as part of a buy-one-get-one, bonus, complimentary or similar promotion

Gift Card: a physical or digital stored-value voucher issued by Hang 5 Carwash and redeemable for eligible products or services

Paid Gift Card: a Gift Card for which the purchaser provides monetary consideration equal to or substantially corresponding with the stated value

Promotional Card: a Gift Card provided as a genuine promotion, reward, goodwill item, prize, donation or bonus and not purchased for its full stated value

Website: www.hang5carwash.com.au, the Customer Portal and any related online checkout or digital service operated by Hang 5 Carwash

3. Nature of Gift Cards

A Gift Card is a stored-value voucher that may be redeemed only for eligible goods or services offered by Hang 5 Carwash through the redemption channels available at the time of use.

Gift Cards are not legal tender, credit cards, debit cards or bank accounts. They do not earn interest and, except where required by law, cannot be exchanged for cash.

4. Purchase and Delivery

Gift Cards may be purchased through the Website, at an approved location or through another authorised channel. The purchaser must check the value, recipient details and delivery information before confirming the transaction.

Digital Gift Cards may be delivered by SMS, email, download or another electronic method. Delivery may be affected by incorrect contact details, spam filtering, telecommunications delays or technical issues. Contact Customer Support if a paid Gift Card has not been received so that we can investigate and, where appropriate, resend or replace it.

A purchase is accepted when payment is approved and the Gift Card is issued. If a transaction cannot be fulfilled because of a pricing, payment, system or availability error, we may cancel it and provide a full refund or another appropriate remedy.

5. Expiry

5.1 Paid Gift Cards

A Paid Gift Card will be valid for at least three years from the date it is supplied, unless a longer expiry period is displayed. The expiry date will be shown on the Gift Card, accompanying material, digital record or purchase confirmation as required by law.

5.2 Promotional, Bonus and Complimentary Cards

A Promotional Card or Bonus Card may have a shorter expiry only where permitted by applicable gift-card law. The applicable expiry and any material conditions will be clearly disclosed when the card is issued or in the promotion terms. Where the law requires a longer validity period, the legally required period applies despite any shorter displayed date.

5.3 Expired Cards

A Gift Card cannot ordinarily be redeemed after its lawful expiry date. We may consider an extension or replacement as a goodwill measure, but this is not an automatic entitlement unless required by law.

6. Fees

Hang 5 Carwash does not charge an expiry, account-keeping, balance-enquiry, activation or dormancy fee that reduces the value of a Gift Card after it is supplied, except where a fee is expressly permitted by law and clearly disclosed before purchase.

Ordinary transaction costs charged by a telecommunications provider, internet provider or payment provider are not deducted from the Gift Card balance by Hang 5 Carwash.

7. Redemption and Use

Gift Cards may be redeemed at an eligible pay station, online checkout or other approved redemption point. Available redemption methods may vary according to the card type and system capabilities.

The cardholder must present or enter the valid card number, barcode, QR code, PIN or other required credential. A Gift Card may be used only for products or services available through the applicable redemption channel and remains subject to site availability and the Car Wash Conditions of Entry.

Unless the Gift Card or promotion states otherwise, it may be used by the bearer and is not linked to a particular vehicle or person. Account-specific, promotional or replacement cards may be non-transferable.

8. Partial Redemption and Remaining Balance

Where the system supports partial redemption, the cost of the transaction will be deducted from the Gift Card and the remaining balance may be used until the lawful expiry date.

If the available balance is less than the purchase amount, the cardholder may be able to pay the difference using another accepted payment method. The available split-payment options depend on the redemption channel.

No cash change is provided for an unused balance except where required by law.

9. Balance Enquiries and Records

A balance may be checked using any balance-enquiry feature made available by Hang 5 Carwash or by contacting Customer Support with sufficient information to identify the Gift Card.

Our issuance, payment, redemption and balance records are evidence of Gift Card activity, but they are not automatically conclusive where there is a manifest error or credible contrary evidence. We will investigate apparent errors and correct records where required.

10. Buy-One-Get-One and Bonus Promotions

A buy-one-get-one or similar promotion may require the purchase of a qualifying Paid Gift Card before a Bonus Card is issued. The promotion terms may limit participation by person, account, payment method or transaction and may specify eligible values, services, locations and redemption periods.

A Bonus Card is conditional on the qualifying purchase. If the qualifying transaction is lawfully refunded, reversed or charged back, the associated unused Bonus Card may be cancelled. If value from the Bonus Card has already been redeemed, we may deduct that value from a refund or seek recovery only to the extent reasonably necessary and legally permitted.

Promotional conditions will not override the Australian Consumer Law or gift-card requirements that cannot lawfully be excluded.

11. Refunds and Change of Mind

A Gift Card is not ordinarily refundable or exchangeable because the purchaser or recipient changes their mind, no longer wants the card or does not use it before a lawful expiry date.

This does not limit a refund or other remedy required under the Australian Consumer Law, including where the Gift Card or the service purchased with it has a major failure, is materially misdescribed or cannot be supplied as promised.

Where a Gift Card purchase is refunded, the refund will ordinarily be returned to the original payment method. Any linked Bonus Card may be cancelled in accordance with Clause 10.

12. Lost, Stolen, Damaged or Compromised Cards

Gift Cards should be treated like cash. Keep card numbers, PINs, barcodes and links secure. We are not responsible for unauthorised redemption to the extent it occurs before the loss or compromise is reported and is not caused by our failure to exercise reasonable care.

A lost, stolen, damaged or compromised Gift Card may be replaced only where we can reasonably verify its issue, remaining balance and legitimate ownership or purchase. We may require proof of purchase, the purchaser’s details, the original delivery information or other reasonable verification. A replacement is not available once the balance has been validly redeemed, unless required by law.

Report suspected compromise promptly so that we can assess whether the remaining balance can be protected.

13. Fraud, Misuse and System Errors

You must not alter, duplicate, sell fraudulently, generate, guess or misuse a Gift Card credential. We may temporarily suspend or cancel a Gift Card where we reasonably suspect fraud, tampering, unauthorised creation, payment reversal or material misuse.

Where practicable, we will investigate and provide the legitimate purchaser or holder an opportunity to supply relevant information. A legitimately purchased balance will not be permanently removed without an appropriate basis and any remedy required by law.

We may correct an obvious system, issuance or balance error. If a correction reduces a displayed balance, we will explain the basis where reasonably practicable and will not recover value beyond the amount validly issued or paid for, subject to fraud and applicable law.

14. Service Availability and Car Wash Conditions of Entry

Redemption is subject to operating hours, site and equipment availability, queue capacity, weather and safety conditions, power and network services, public-holiday arrangements and other reasonable operational restrictions.

Every vehicle using a Gift Card for a wash must comply with the Single Wash Terms & Conditions and Car Wash Conditions of Entry, including height, ground-clearance, accessory and safety restrictions.

A temporary interruption does not automatically create a right to compensation or an extension. We will provide the remedy required by the Australian Consumer Law where an eligible paid service cannot be supplied as required.

15. Privacy and Communications

We may collect purchaser and recipient contact details, delivery information, transaction information and redemption records in accordance with our Privacy Policy. Electronic delivery and service communications are managed under our Customer Communications Policy. Marketing communications require the consent or other legal basis described in that policy and may be opted out of separately.

16. Australian Consumer Law and Liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or applicable gift-card legislation.

To the extent permitted by law, Hang 5 Carwash is not liable for indirect or consequential loss that was not reasonably foreseeable, or for loss caused by the holder’s failure to protect a Gift Card credential. This limitation does not apply to fraud, wilful misconduct, personal injury caused by negligence, breach of a non-excludable consumer guarantee or any other liability that cannot lawfully be limited.

17. Changes to These Terms

We may update these Terms prospectively to reflect changes in law, systems, services or business operations. A change will not reduce the value, shorten the lawful expiry or materially remove the redemption rights of an existing Paid Gift Card unless permitted by law and reasonably necessary.

The current Terms will be published through the Legal section of our Website. Any material adverse change affecting an existing Gift Card will be notified where reasonably practicable. Non-excludable statutory rights prevail over an inconsistent change.

18. Complaints and Disputes

Please contact Customer Support if you have a concern about purchase, delivery, expiry, balance, redemption, loss, fraud or a refund. Provide the Gift Card number or other identifying details only through a secure or appropriate channel.

We will investigate available records and aim to respond within a reasonable timeframe. Nothing in this clause prevents you from contacting a consumer protection agency, payment provider, regulator or court.

19. Governing Law and Severability

These Terms are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland, subject to any applicable law that provides otherwise.

If a provision is invalid, unlawful or unenforceable, it will be severed or read down only to the extent necessary. The remaining provisions continue to apply.

20. Contact Us

For Gift Card enquiries, balance issues, delivery problems or complaints, please contact us.

Cleaner Cars. Better experiences.

HANG 5 CARWASH

PRIVACY POLICY

1. Introduction

Hang 5 Carwash respects your privacy and is committed to handling Personal Information responsibly, securely and transparently.

Hang 5 Carwash is operated by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust. In this Policy, Hang 5 Carwash, Hang 5, we, our and us refer to that entity and its authorised operators.

This Privacy Policy applies when you interact with us, including when you purchase a Single Wash, join or manage a Wash Club membership, use a Gift Card, enter information at a pay station, use the Customer Portal or Website, participate in a rewards program, visit a Hang 5 Carwash site, contact Customer Support or otherwise deal with us.

This Policy should be read together with our Website Terms of Use, Cookie Policy, Customer Communications Policy, Single Wash Terms & Conditions, Wash Club Terms & Conditions, Gift Card Terms & Conditions, Car Wash Conditions of Entry and Rewards & Promotions Terms & Conditions.

2. Privacy Commitments and Applicable Law

We handle Personal Information in accordance with applicable Australian privacy, consumer and electronic communications laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles where they apply, the Spam Act 2003 (Cth), the Australian Consumer Law and relevant State or Territory laws.

Where a legal obligation does not apply to a particular activity, we will still seek to follow the transparency, data minimisation, security, access and correction principles described in this Policy.

Nothing in this Policy limits a right or remedy available under Australian law.

3. Definitions

Customer Portal: the online account through which eligible customers may view receipts and Wash Codes, manage memberships, payment methods, contact details and registered vehicles, and access other account services.

LPR: Licence Plate Recognition technology used to capture and interpret vehicle registration information.

Marketing Communications: commercial or promotional communications relating to Hang 5 Carwash products, services, rewards or offers.

Personal Information: information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether true or not and whether recorded in material form or not.

Sensitive Information: has the meaning given by the Privacy Act 1988 (Cth).

Service Communications: communications reasonably necessary to provide a requested service, administer an account or transaction, protect security or comply with law.

Wash Club: a recurring or prepaid membership offered by Hang 5 Carwash.

Website: www.hang5carwash.com.au and associated checkout pages, portals, applications and online services.

4. Personal Information We Collect and Hold

The information we collect depends on how you interact with Hang 5 Carwash. It may include:

• your name;
• mobile phone number and email address;
• vehicle registration, vehicle images and vehicle-related account information;
• Customer Portal identifiers, authentication records and account preferences;
• Wash Club plan, billing cycle, status, registered vehicles, pause and cancellation information;
• Single Wash, Gift Card, Wash Code, purchase, redemption and rewards information;
• payment transaction status, payment tokens, card type, last digits, expiry information and payment processor references, but not your complete card number;
• wash history, site visits, gate access, pay station activity and service usage;
• digital receipts, invoices and transaction records;
• customer support correspondence, complaints, incident reports, photographs and supporting documents;
• communication consent, unsubscribe and preference records;
• CCTV footage and entry or exit inspection images where cameras operate;
• IP address, browser, operating system, device, session, log and Website activity information;
• cookies, analytics and similar technology data; and
• other information you choose to provide or that is reasonably necessary for a lawful business purpose.

5. Sensitive Information and Government Identifiers

We do not generally need or intentionally collect Sensitive Information. Please avoid providing Sensitive Information unless it is reasonably necessary for your enquiry and you consent to us handling it, or collection is otherwise permitted by law.

We do not use a government-related identifier, such as a driver licence number, as our own customer identifier. If identity evidence is reasonably required, we will collect and use only what is necessary and permitted by law.

6. How We Collect Personal Information

We may collect Personal Information:

• directly from you at a pay station, point of sale, Website checkout, Customer Portal, online form, survey, competition, SMS, email or in-person interaction;
• automatically through LPR, CCTV, vehicle imaging, Customer Portal activity, transaction systems, cookies, analytics, security tools and system logs;
• from an authorised representative, account holder, cardholder or person acting on your behalf;
• from payment processors, card networks, telecommunications providers, customer management platforms and other service providers involved in delivering your transaction;
• from publicly available sources where reasonably necessary; and
• from law enforcement, insurers, professional advisers or other third parties where authorised or required by law.

Where we receive unsolicited Personal Information, we will determine whether we could lawfully have collected it. If not, we will take reasonable steps to destroy or de-identify it, unless retention is required or authorised by law.

7. Collection Notices, Choice and Consequences

Where reasonable and practicable, we provide a collection notice at or before the time Personal Information is collected. A notice may appear on a pay station, checkout screen, Customer Portal, form, sign, SMS, email or Website page.

Providing information may be optional for some interactions and required for others. For example, a valid mobile number may be required to complete certain purchases, deliver Wash Codes, provide Customer Portal access, administer rewards or manage a Wash Club membership. If required information is not provided, we may be unable to complete the transaction or provide the relevant feature.

When dealing with us for a general enquiry, you may use a pseudonym or remain anonymous where it is lawful and practicable. Identification is generally required for purchases, payments, account access, membership administration, vehicle recognition, complaints, refunds, incident investigations and fraud prevention.

8. Why We Collect, Hold, Use and Disclose Information

We collect, hold, use and disclose Personal Information for purposes reasonably necessary to operate Hang 5 Carwash and provide customer services, including to:

• identify customers, accounts and vehicles;
• process purchases, payments, refunds and payment retries authorised under applicable terms;
• deliver and redeem Wash Codes, Gift Cards, rewards and promotional benefits;
• create, secure and administer the Customer Portal;
• administer Wash Club memberships, billing, vehicles, access, pauses and cancellations;
• provide receipts, confirmations and Service Communications;
• operate LPR, gates, pay stations, point-of-sale systems and wash equipment interfaces;
• provide customer support and investigate enquiries, complaints, disputes and reported vehicle damage;
• maintain safety, security and loss-prevention systems;
• prevent fraud, account duplication, chargeback abuse and unauthorised use;
• improve our Website, facilities, products, services and customer experience;
• conduct analytics, auditing, forecasting, business planning and de-identified reporting;
• provide Marketing Communications where permitted by law;
• meet accounting, taxation, insurance, contractual and recordkeeping requirements;
• establish, exercise or defend legal claims; and
• comply with laws, court orders and regulatory or law enforcement requirements.

We may use de-identified or aggregated information for analytics and business improvement where the information is no longer reasonably capable of identifying an individual.

9. Mobile Numbers and Email Addresses

Mobile numbers are used to identify and link customer records, deliver Wash Codes and receipts, provide Customer Portal access, verify identity, administer memberships and rewards, provide Service Communications, reduce duplicate accounts and, where permitted, send Marketing Communications.

Email addresses may be used for receipts, confirmations, account information, policy notices, customer support and Marketing Communications where permitted.

Marketing preferences can be changed as described in Clause 24 and the Customer Communications Policy. Opting out of marketing does not necessarily prevent Service Communications that are reasonably necessary for a requested service, account administration, security or legal compliance.

10. Licence Plate Recognition, Vehicle Images and Gate Access

Hang 5 Carwash uses LPR and vehicle imaging to identify vehicles and improve convenience, access control, fraud prevention and operational efficiency.

LPR and vehicle information may be used to:

• validate a Wash Club membership or purchased wash;
• automate gate or service access;
• match transactions, Customer Portal records and vehicle-based loyalty activity;
• prevent duplicate or conflicting vehicle records;
• investigate access issues, disputes, incidents and reported vehicle damage;
• detect misuse, vehicle sharing or licence plate manipulation; and
• improve operational systems and customer service.

Where vehicle registration or images can reasonably identify an individual, they are treated as Personal Information. LPR does not guarantee successful recognition. A plate misread may create or update a separate vehicle or mobile-number loyalty record until the information is reviewed or corrected. Customers should check displayed licence plate details where available, keep registered vehicle details accurate and contact Customer Support if they believe a material recognition error has occurred.

11. CCTV and Site Security

Hang 5 Carwash locations may use CCTV, entry and exit cameras and other security or inspection imaging. Where indicated by Site signage, surveillance may operate continuously, including 24 hours a day. The systems operating at a location may differ.

Footage and images may be used for site safety, security, incident response, customer enquiries, reported vehicle damage, fraud prevention, staff and property protection, insurance and legal purposes.

Access is restricted to authorised personnel and service providers. Retention periods vary according to system capacity, incident requirements, insurance, legal obligations and operational need. Relevant footage may be preserved for longer where an incident, complaint or legal matter is identified.

12. Customer Portal and Account Security

The Customer Portal may contain receipts, payment references, Wash Codes, membership and vehicle information and other Personal Information.

You should keep authentication links, passwords, codes and devices secure and promptly notify us of suspected unauthorised access. We may require identity verification, reset access or temporarily restrict an account where a security risk is reasonably suspected.

We may record login attempts, authentication events, changes to account information and other security activity to protect customers and investigate misuse.

13. Payments

Payments are processed by authorised payment providers, which may include Windcave and other providers used from time to time. Hang 5 Carwash does not store complete credit or debit card numbers.

Payment providers may securely tokenise or retain payment credentials where you authorise recurring billing or save a payment method. We may receive transaction status, token, card type, expiry information, last digits, fraud indicators and payment references needed to administer the transaction.

Payment providers handle information under their own legal obligations and applicable privacy terms, in addition to contractual requirements applying to services performed for Hang 5 Carwash.

14. Customer Communications and Direct Marketing

We communicate through SMS, email, the Customer Portal, Website notifications and other channels described in the Customer Communications Policy.

We may use Personal Information for direct marketing only where permitted by the Privacy Act, Spam Act and other applicable law. Marketing messages will identify Hang 5 Carwash and provide a functional, clear and simple method to unsubscribe where required.

A message that contains promotional content may be treated as a Marketing Communication even if it also contains service information. We will apply the legal requirements relevant to the message as a whole.

We keep records of consent, inferred consent where relied upon, message delivery, unsubscribe requests and marketing preferences for compliance and suppression purposes.

15. Disclosure to Service Providers and Other Recipients

We do not sell, rent, lease or trade Personal Information to third parties for their independent marketing purposes. We share or disclose Personal Information only where reasonably necessary to provide, secure and administer our services, operate the business, comply with law or for another purpose described in this Policy.

We may disclose Personal Information where reasonably necessary to:

• payment processors, card networks and financial service providers;
• customer management, Customer Portal, LPR, car wash control and membership platform providers;
• SMS, email and communications providers;
• cloud hosting, data storage, Website hosting, analytics, cyber security and information technology providers;
• accountants, auditors, lawyers and other professional advisers;
• insurers, assessors, repairers and claims administrators where relevant to an incident or claim;
• contractors and suppliers supporting our sites and customer services;
• a purchaser, investor or adviser involved in a proposed or completed business or asset transaction, subject to appropriate confidentiality and legal requirements;
• government, courts, regulators, law enforcement or emergency services where required or authorised by law; and
• other recipients with your consent or as otherwise permitted by law.

Service providers are authorised to handle information only for the services they provide or another lawful purpose and are expected to protect it through appropriate contractual, technical and organisational measures.

16. Overseas Processing and Disclosure

Some technology, communications, cloud, payment or support providers may process or store Personal Information outside Australia. Based on our current material provider arrangements, overseas processing or disclosure is most likely to involve Australia, New Zealand and the United States, and may also involve other countries used by a provider’s global infrastructure.

Where the Privacy Act applies to an overseas disclosure, we take reasonable steps required by Australian Privacy Principle 8 or rely on another lawful basis. These steps may include due diligence, contractual privacy and security obligations, access controls and incident notification requirements.

Provider infrastructure and subprocessors may change. Where practicable, we will update this Policy or provide additional information about countries materially relevant to our processing. You may contact us for available information about material overseas processing relevant to your account.

17. Automated Systems and Human Review

We use automated systems to support LPR recognition, gate access, payment status, reward progress, duplicate account detection, fraud flags, message delivery and Customer Portal functions. Rewards information is handled in accordance with this Policy and the Rewards & Promotions Terms & Conditions.

Automated outputs may result in temporary access refusal, an account flag, a payment retry, a reward calculation or a request for verification. These systems may be affected by image quality, incorrect records, system errors or other factors.

You may contact Customer Support to request review of a material automated outcome. We will consider relevant records and correct confirmed errors. We do not rely solely on automated processing where human review is reasonably required by law or appropriate to the circumstances.

18. Data Quality

We take reasonable steps to ensure Personal Information we collect, use and disclose is accurate, up to date, complete and relevant for the purpose.

You should update changes to your mobile number, email address, registered vehicle, payment method and other account information through the Customer Portal or Customer Support. Incorrect information may prevent access, receipts, Wash Codes or important notifications.

19. Data Security and Data Breaches

We use reasonable administrative, physical and technical safeguards designed to protect Personal Information from misuse, interference, loss, unauthorised access, modification and disclosure.

Safeguards may include access controls, authentication, encryption where appropriate, secure payment processing, monitoring, backups, staff access restrictions, supplier due diligence, system updates and incident response procedures.

No system can be guaranteed completely secure. If we suspect a data breach, we will investigate and take reasonable containment and remediation steps. Where the Notifiable Data Breaches scheme applies and an eligible data breach has occurred, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law.

20. Retention, Destruction and De-identification

We retain Personal Information only for as long as reasonably necessary for the purposes described in this Policy, including service delivery, membership administration, transaction records, receipts, taxation, accounting, complaints, incidents, insurance, fraud prevention, legal claims and regulatory obligations.

Different information has different retention periods. CCTV may be overwritten in the ordinary course unless preserved, while transaction, taxation and legal records may be retained for longer periods.

When Personal Information is no longer required and no law or legitimate need requires retention, we take reasonable steps to securely destroy it or ensure it is de-identified.

21. Cookies and Website Analytics

The Website and Customer Portal may use cookies and similar technologies for essential functionality, security, preferences, analytics and marketing measurement as described in the Cookie Policy.

Information collected through cookies may be Personal Information when linked with an account, device or identifiable individual. It will be handled in accordance with this Policy.

22. Access to Personal Information

You may request access to Personal Information we hold about you by contacting us. We may need to verify your identity before providing access.

We will respond within a reasonable period and provide access in an appropriate form where required by law. We do not charge for making an access request. A reasonable administrative cost may apply only where permitted by law and disclosed in advance.

Access may be refused or limited where permitted or required by law, including where access would unreasonably affect another person’s privacy, reveal commercially sensitive evaluative information, prejudice an investigation or involve a frivolous or vexatious request. If access is refused, we will generally provide written reasons and available complaint options unless it would be unreasonable or unlawful to do so.

23. Correction of Personal Information

You may request correction of Personal Information that is inaccurate, out of date, incomplete, irrelevant or misleading. Many details can be updated through the Customer Portal.

We will take reasonable steps to correct confirmed inaccuracies and, where required, notify relevant third parties that received the incorrect information. If we decline a correction request, we will generally explain why and how you may ask us to associate a statement with the record.

24. Marketing Preferences

You may opt out of promotional SMS by following the instructions in the message, including replying STOP where the sending channel supports replies. Marketing emails include an unsubscribe link. You may also contact Customer Support.

We aim to action electronic marketing unsubscribe requests promptly and within the period required by the Spam Act. We may retain a suppression record so your preference continues to be respected.

You may opt back in by giving fresh consent, including by replying START to an eligible previous SMS or contacting Customer Support.

25. Privacy Enquiries and Complaints

If you have a privacy enquiry or believe we have interfered with your privacy, please contact us with details of the issue and the outcome you are seeking.

We will acknowledge the complaint, investigate relevant records and aim to provide a substantive response within 30 days where reasonably practicable. Complex matters may take longer, in which case we will keep you informed.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner. Nothing in this clause limits any right to contact a regulator or seek another available remedy.

26. Children

Our services are not directed primarily to children under 16. We do not knowingly use Personal Information about children for marketing without appropriate consent or another lawful basis.

A parent or guardian should supervise a minor’s use of the Website and any purchase. If you believe a child has provided Personal Information without appropriate authority, please contact us.

27. Changes to this Privacy Policy

We may update this Policy to reflect changes in law, regulatory guidance, systems, service providers, products, facilities or business operations.

The latest version will be published on the Website with an effective date and version number. Material changes may also be notified through the Website, Customer Portal, email or SMS where reasonably practicable.

A Privacy Policy describes our information handling practices and is not intended to reduce rights that applied when information was collected.

28. Governing Law

This Policy is governed by the laws of Queensland and applicable Commonwealth law. Any jurisdiction clause is subject to mandatory privacy, consumer and procedural rights available under Australian law.

29. Contact Us

Requests for access or correction, privacy complaints and questions about this Policy may be directed to:

Cleaner Cars. Better experiences.

HANG 5 CARWASH

REWARDS & PROMOTIONS TERMS & CONDITIONS

1. About These Terms

These Rewards & Promotions Terms & Conditions apply to loyalty, reward, referral, competition and promotional programs offered by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust, trading as Hang 5 Carwash.

They should be read with the Website Terms of Use, Privacy Policy, Customer Communications Policy, Single Wash Terms & Conditions, Wash Club Terms & Conditions, Gift Card Terms & Conditions and Car Wash Conditions of Entry. Campaign-specific terms prevail for the details of a particular offer to the extent of any inconsistency.

2. Eligibility and Account Matching

Eligibility may be linked to a customer’s mobile number, email address, Customer Portal account, licence plate, transaction, payment method, referral link or other identifier disclosed with the program. Customers must provide accurate information and must not create duplicate or false accounts to obtain additional benefits.

A customer must satisfy any age, location, purchase, membership, consent or account-status requirement disclosed with the program. Employees, contractors or related persons may be excluded where stated in campaign-specific terms.

3. Qualifying and Non-Qualifying Transactions

A qualifying transaction is an eligible completed transaction identified in the applicable program. Unless the program states otherwise, the following do not qualify:

• free, complimentary, replacement or goodwill washes;
• Wash Club visits;
• dog-wash purchases;
• Gift Card purchases or redemptions;
• refunded, reversed, charged-back, fraudulent, duplicated or cancelled transactions;
• transactions that cannot be reliably matched to the participant’s registered details; and
• any transaction expressly excluded in the applicable offer.

4. Every 5th Wash FREE

The Every 5th Wash FREE program is intended for eligible Single Wash customers. Unless otherwise disclosed, four qualifying paid Single Wash transactions successfully recorded against the same vehicle loyalty record earn one complimentary Best Wash Code for the next eligible wash. The primary matching identifier is the vehicle licence plate. The reward is sent by SMS to the valid mobile number recorded against that vehicle.

Each qualifying visit must be captured against the correct licence plate to count toward the same reward sequence. If LPR misreads the licence plate and the same mobile number is entered, the system may create a separate mobile-number loyalty record for that vehicle or transaction. That visit may not automatically combine with the existing licence-plate sequence. Customers should check the licence plate displayed at purchase where available and promptly contact Customer Support if they believe a plate was misread.

Progress is calculated from Hang 5 Carwash transaction, LPR, vehicle and account records. We may review and, where reliable records support it, correct or merge loyalty records to address a licence plate misread, duplicate record or system error, provided the same wash is not counted twice and no duplicate reward is created. Refunded, reversed, charged-back, fraudulent, duplicated or otherwise non-qualifying transactions may be excluded.

The complimentary reward has no cash value, cannot be resold and may be restricted to the recipient, account or vehicle. The reward expiry will be stated in the SMS, Customer Portal or accompanying offer. If no expiry is displayed, the reward expires 12 months after issue. Because the reward is supplied through a customer loyalty program, a shorter expiry than a paid Gift Card may be permitted by law.

5. Referral Programs

A referral reward is earned only when the referred person completes the qualifying action stated in the offer, using the valid referral method, and any required payment has cleared. A reward may be delayed or reversed where a transaction is refunded, reversed, charged back, fraudulent or cancelled during a stated qualification period.

The offer will disclose the reward, qualification period, any limit per participant, expiry and whether the referred person must be a new customer. Self-referrals, duplicate accounts, misleading advertising and unauthorised commercial promotion are prohibited.

6. Wash Lottery, Competitions and Giveaways

A Wash Lottery, competition or giveaway is not open unless Hang 5 Carwash publishes or provides campaign-specific terms identifying the promoter, eligibility, entry method, opening and closing dates, prize, draw or judging method, notification process, redraw or unclaimed-prize process, privacy use and any permit information required by law.

An entry may be excluded where it is incomplete, automated, fraudulent, duplicated or contrary to the campaign terms. A prize is not transferable or redeemable for cash unless the campaign terms state otherwise. Any game of chance will be conducted in accordance with applicable trade-promotion law.

7. Promotional and Complimentary Wash Codes

Promotional Wash Codes may be subject to location, vehicle, recipient, account, redemption, availability and expiry restrictions disclosed when issued. They have no cash value, cannot be resold and may be cancelled or replaced where issued in error, compromised, duplicated, fraudulently obtained or used contrary to the applicable terms.

A complimentary, loyalty or promotional code may have a shorter expiry than a Paid Wash Code where permitted by gift-card law. The expiry and material conditions will be clearly disclosed.

8. Introductory Membership Offers

An introductory Membership offer will disclose the introductory price, the period for which it applies, the standard recurring price that follows, the billing interval and how to cancel before the next renewal. Founder or legacy rates are governed by the Wash Club Terms & Conditions and the offer presented at sign-up.

9. Communications and Consent

Reward confirmations, progress updates and delivery of an earned code may be Service Communications. Messages that encourage further purchases or promote other products are Marketing Communications and require the consent and unsubscribe process described in the Customer Communications Policy.

Participation in a program does not prevent a participant from opting out of marketing. An opt-out may mean that optional promotional reminders are no longer sent, but an earned reward or required transactional notice may still be delivered where permitted by law.

10. Privacy

We may use mobile numbers, email addresses, licence plates, transaction history, Customer Portal records, referral data and communication preferences to administer rewards and promotions, prevent fraud and contact participants. Personal Information is handled under the Privacy Policy.

11. Errors, Misuse and Account Adjustments

We may investigate and correct a manifest error in reward progress, eligibility or code issuance. We may suspend or remove a benefit to the extent reasonably necessary where fraud, manipulation, duplicate participation, chargeback abuse or a material breach is established. We will consider credible contrary evidence and will not remove a legitimately accrued benefit arbitrarily.

12. Changes or Discontinuation

We may amend, suspend or discontinue a program for future activity where reasonably necessary because of law, fraud, technology, operational change or commercial reasons. We will not retrospectively remove a legitimately accrued reward unless required by law, the reward was issued in error or the participant did not satisfy the applicable terms. Where practicable, we will provide reasonable notice of a material change.

13. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified. We will not represent that a customer has won, earned or qualified for a benefit unless the representation is accurate and the stated conditions are met.

14. Complaints and Governing Law

Contact Customer Support with the mobile number, account, transaction, referral or reward details needed to investigate a concern. We will review relevant records and aim to respond within a reasonable time. Nothing prevents a participant from contacting a regulator, consumer affairs body or court.

These Terms are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of Queensland courts, subject to any law that provides otherwise.

15. Contact Us

Questions or complaints may be directed to:

Cleaner Cars. Better experiences.

HANG 5 CARWASH

SINGLE WASH TERMS & CONDITIONS

1. About These Terms

These Single Wash Terms & Conditions (Terms) apply to one-off washes, prepaid washes and Wash Codes supplied by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust, trading as Hang 5 Carwash (Hang 5, we, us or our).

By purchasing, redeeming or using a Single Wash or Wash Code, you agree to these Terms. A vehicle may enter the wash tunnel only in accordance with the separate Car Wash Conditions of Entry and current Site signage.

These Terms should be read with our Website Terms of Use, Privacy Policy, Cookie Policy, Customer Communications Policy, Car Wash Conditions of Entry, Gift Card Terms & Conditions, Wash Club Terms & Conditions and Rewards & Promotions Terms & Conditions. These Terms prevail for the purchase and validity of a Single Wash; the Car Wash Conditions of Entry prevail for vehicle eligibility, safety and tunnel operation.

2. Definitions

Customer Portal: the online account through which eligible customers may view digital receipts and Wash Codes

Paid Wash Code: a Wash Code supplied after payment of the ordinary advertised price for a Single Wash

Promotional Wash Code: a complimentary, loyalty, reward, discounted, replacement or goodwill Wash Code

Single Wash: a one-off car wash service purchased directly or redeemed with a valid Wash Code

Wash Code: a digital, printed or promotional code issued for one or more eligible wash services

3. Purchasing a Single Wash

Single Washes may be purchased at a pay station, through the Website or through another approved channel. The selected wash package, price, location restrictions and inclusions will be displayed before payment is authorised.

Prices are in Australian dollars and include GST where applicable. A purchase is accepted when payment is approved and the wash is activated or a confirmation or Wash Code is issued. If a transaction cannot be fulfilled because of a system, availability or pricing error, we will provide the remedy required by law, which may include correction, replacement or refund.

4. Wash Codes and Digital Delivery

A Wash Code may be delivered by SMS, email or through the Customer Portal. Unless stated otherwise, a Wash Code:

• may be redeemed only for the product or service identified when issued;
• may be used only the permitted number of times;
• has no cash value and cannot be resold;
• must be kept secure by the recipient; and
• must be used before its clearly displayed lawful expiry date.

Network delays, incorrect contact details or technical issues may affect delivery. Contact Customer Support if a Paid Wash Code has not been received or cannot be redeemed. We will investigate the transaction and provide an appropriate remedy.

5. Paid Wash Code Validity and Expiry

A Paid Wash Code that is a gift card or gift voucher for the purposes of the Australian Consumer Law is valid for at least three years from the date it is supplied, unless a longer period is displayed or a lawful exception applies. The expiry date must be shown prominently on the code, purchase confirmation, Customer Portal record or accompanying material as required by law.

Hang 5 Carwash does not charge an expiry, dormancy, balance-enquiry, activation or account-keeping fee that reduces the value of a Paid Wash Code after supply, except for a fee expressly permitted by law and disclosed before purchase.

If a Paid Wash Code does not display an expiry date, it will not expire earlier than three years after supply unless Hang 5 Carwash can establish that a lawful exception applies.

6. Promotional, Loyalty and Discounted Wash Codes

A Promotional Wash Code may have a shorter validity period where permitted by law, including where it is supplied through a genuine discount, temporary promotion, customer loyalty program, referral program, employee reward scheme or as a complimentary or donated benefit. The expiry and material restrictions will be clearly disclosed when the code is issued.

Unless another period is clearly displayed, a complimentary or loyalty Wash Code expires 12 months after issue. A Promotional Wash Code may be restricted to the recipient, account, vehicle, location or mobile number identified when issued and may be subject to the Rewards & Promotions Terms & Conditions.

7. Fraud, Duplication and Transfer

A Paid Wash Code may be shared unless it is expressly marked as account-specific, vehicle-specific or non-transferable. Promotional and replacement codes may be restricted to the intended recipient.

We may cancel, replace or refuse a Wash Code where we reasonably believe it was obtained fraudulently, duplicated, altered, issued in error, already redeemed or used contrary to the applicable terms. We will not cancel a legitimately purchased and unused Paid Wash Code without providing the remedy required by law.

8. Cancellations, Refunds and Change of Mind

We do not ordinarily provide a refund for a completed Single Wash or an unused Wash Code merely because a customer changes their mind. This does not limit a refund, replacement, re-supply, compensation or other remedy required under the Australian Consumer Law.

Where a paid wash cannot be supplied because the relevant Site or system is unavailable, we may offer a replacement Wash Code, extend the validity period, re-supply the service or provide a refund, depending on the circumstances and applicable law.

9. Service Availability

Wash services are subject to operating hours, queue capacity, weather, safety, maintenance, equipment availability, power and network services, public-holiday arrangements and temporary Site closures. We may suspend or restrict service where reasonably necessary for safety, maintenance or operational reasons.

A brief interruption does not automatically create a right to compensation. We will comply with the Australian Consumer Law where a service is not supplied as required.

10. Wash Quality Concerns

If you are dissatisfied with the cleanliness of a completed wash, notify an attendant before leaving the Site or contact Customer Support at contact@hang5carwash.com.au as soon as reasonably practicable on the same calendar day. Please provide the vehicle registration, Site, date and approximate time of the wash, and a description of the concern. Hang 5 Carwash may ask to inspect the same vehicle and review relevant transaction, equipment and wash-cycle records.

Hang 5 Carwash will assess the concern reasonably and may offer a complimentary rewash or another customer-service resolution where appropriate. Any complimentary rewash is discretionary, does not create a continuing contractual guarantee and does not constitute an admission of fault or liability. This customer-service process does not exclude, restrict or modify any consumer guarantee, right or remedy under the Australian Consumer Law.

11. Car Wash Conditions of Entry

Every vehicle and driver must comply with the separate Car Wash Conditions of Entry, current Site signage and lawful staff directions. Those Conditions contain the vehicle height, 120 mm minimum ground-clearance, prohibited vehicle and accessory, pre-existing damage, driver instruction, CCTV, incident notification and liability provisions.

Purchase of a Single Wash or possession of a Wash Code does not confirm that a vehicle is suitable and does not override a safety restriction. Where a paid service cannot be supplied because the vehicle is unsuitable, the remedy will be assessed under these Terms and the Australian Consumer Law.

12. Privacy and Communications

Contact details, vehicle registration, transaction records, LPR, CCTV and Customer Portal information are handled under our Privacy Policy. Purchase confirmations, receipts, Wash Codes and service messages may be sent under our Customer Communications Policy. Marketing preferences are managed separately from necessary service communications.

13. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

14. Liability

To the extent permitted by law, Hang 5 Carwash is not liable for loss to the extent caused by the customer, driver, an unsuitable vehicle, pre-existing defect, unsecured item, fraud, misuse or failure to follow the Car Wash Conditions of Entry. Responsibility will reflect the actual cause of the loss and any applicable contributory conduct.

This clause does not exclude liability for fraud, wilful misconduct, personal injury caused by negligence, breach of a non-excludable consumer guarantee or any liability that cannot lawfully be excluded or limited.

15. Changes, Complaints and Governing Law

We may update these Terms prospectively for legal, safety, technology, service or operational changes. A material adverse change will not be applied retrospectively to a completed purchase. The current version will be published through the Legal section of the Website.

Contact Customer Support promptly about a purchase, expiry, redemption, refund or wash-quality concern. We will review available records and aim to respond within a reasonable time. Nothing prevents you from contacting a consumer protection agency, payment provider, regulator or court.

These Terms are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of Queensland courts, subject to any law that provides otherwise. An invalid provision will be read down or severed only to the extent necessary.

16. Contact Us

Questions or complaints may be directed to:

Cleaner Cars. Better experiences.

HANG 5 CARWASH

WASH CLUB TERMS & CONDITIONS

1. About These Terms

These Wash Club Terms & Conditions (Terms) form a binding agreement between the person who purchases, activates or uses a Wash Club membership (Member, you or your) and Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust, trading as Hang 5 Carwash (Hang 5, we, us or our).

By purchasing, activating or using a Wash Club membership, you agree to these Terms and acknowledge that you have had a reasonable opportunity to review them before completing the purchase.

These Terms should be read together with our Website Terms of Use, Privacy Policy, Cookie Policy, Customer Communications Policy, Single Wash Terms & Conditions, Gift Card Terms & Conditions (where relevant), Car Wash Conditions of Entry and Rewards & Promotions Terms & Conditions, each available through the Legal section of our Website.

If there is an inconsistency, these Terms prevail for matters specifically concerning a Wash Club membership. The Car Wash Conditions of Entry prevail for vehicle eligibility, tunnel safety and use of carwash facilities. Nothing in these Terms excludes rights that cannot lawfully be excluded.

2. Definitions

Additional Vehicle: an additional registered vehicle added to an eligible Membership for a separate recurring fee

Billing Cycle: the paid service period or renewal interval displayed at purchase, being every 30 days for a Monthly Membership, every 12 months for a recurring Annual Membership, or the stated prepaid term for a fixed-term Annual Membership

Car Wash Conditions of Entry: the current conditions governing vehicle eligibility, safety and use of Hang 5 Carwash facilities

Customer Portal: the online account used to view and manage eligible Membership details, payments, vehicles, pauses and cancellations

LPR: licence plate recognition technology used to identify a registered vehicle and administer access

Membership: a recurring or fixed-term prepaid Wash Club product purchased under these Terms

Monthly Membership: a Membership that renews and is charged every 30 days

Annual Membership: a 12-month Membership that either renews every 12 months or expires after its prepaid term, as clearly disclosed before purchase

Registered Vehicle: a vehicle whose licence plate is recorded against an active Membership

Website: www.hang5carwash.com.au, the Customer Portal and any related online checkout or digital service operated by Hang 5 Carwash

3. Membership Overview

The Wash Club provides ongoing or prepaid access to eligible carwash services for each Registered Vehicle at the location or locations stated when the Membership is purchased. A Monthly Membership and a recurring Annual Membership automatically renew; a fixed-term prepaid Annual Membership does not renew unless a new purchase or separate renewal authority is given.

A Membership may be offered as a Monthly Membership, a recurring Annual Membership, a fixed-term prepaid Annual Membership or another plan expressly described at purchase. The checkout must clearly display whether the selected Annual Membership renews automatically or expires at the end of its prepaid term. An Annual Membership will not automatically renew unless recurring renewal is clearly disclosed before purchase.

Membership benefits provide access to services. They do not represent a fixed quantity of washes and do not guarantee a particular number of visits, queue priority, immediate entry or a specific cleaning outcome in every circumstance.

3.1 Promotional, Introductory and Founder Rates

A promotional or introductory rate applies for the period and on the conditions disclosed at purchase. An eligible Founder Membership is $35 per 30 days and remains at that rate while the Membership remains continuously active and compliant with these Terms. If the Membership is cancelled, expires or is terminated, the Founder rate is forfeited and any later rejoining is at the then-current standard rate unless a new offer expressly applies.

4. Membership Inclusions

Subject to the selected plan, an active Membership generally provides each Registered Vehicle with:

• unlimited eligible car washes during normal operating hours; and
• complimentary use of self-serve vacuums where available.

All Membership services remain subject to site availability, operating hours, queue capacity, posted site rules, the Car Wash Conditions of Entry, safety requirements and temporary operational restrictions.

Membership benefits have no cash value, do not accumulate if unused and cannot be exchanged for cash or transferred except as expressly permitted by Hang 5 Carwash.

5. Registered Vehicles, LPR and Additional Vehicles

Membership access is administered using LPR and related account records. Each Membership includes one Registered Vehicle unless the selected plan expressly provides otherwise.

Eligible Monthly Members may add Additional Vehicles through the Customer Portal for the recurring fee displayed before the addition is confirmed. Additional Vehicles are not available on Annual Memberships unless expressly offered. The current standard Additional Vehicle price is $25 per 30 days per vehicle. Any prorated charge for the remainder of the current Billing Cycle must be displayed before authorisation. From the next renewal, the full recurring Additional Vehicle fee is charged with the Membership unless the vehicle is removed or the Membership is cancelled.

Each Additional Vehicle receives its own Membership entitlement and must be separately registered. A Membership must not be shared with, transferred to or used by an unregistered vehicle.

You must ensure all licence plate details are accurate and current. Access may be delayed or refused where the plate detected by LPR does not match our records or cannot be reliably read. Unless we approve an exception, a primary Registered Vehicle may be replaced no more than once in any 12-month period. Verification or supporting information may be required to prevent misuse.

6. Account Accuracy and Cardholder Authority

By enrolling or updating your account, you confirm that you are the authorised cardholder or otherwise have authority to use the nominated payment method, and that all information supplied is true, complete and current.

You are responsible for maintaining accurate contact, vehicle and payment information. Please promptly correct any error through the Customer Portal or contact Customer Support. We will investigate disputed charges fairly and will not rely on inaccurate account information where the error has been brought to our attention.

7. Recurring Billing Authorisation

For a recurring Membership, by completing sign-up you expressly authorise Hang 5 Carwash and its payment service providers to:

• charge the nominated payment method at the start of each Billing Cycle;
• automatically renew the Membership at the selected billing interval until it is cancelled in accordance with Clause 10;
• process the recurring price and any authorised Additional Vehicle fees shown at purchase or subsequently accepted by you;
• use updated payment credentials supplied by your card issuer or payment network, where supported; and
• re-attempt a declined or failed renewal payment once per day for up to 20 calendar days after the initial failed renewal, unless payment is updated, recovered or the Membership is cancelled or otherwise closed earlier;

For a fixed-term prepaid Annual Membership, you authorise the single upfront payment displayed at checkout. It will not renew or be charged again unless you separately authorise a renewal or purchase another term.

Charges will generally appear on your bank or card statement as “HANG 5 CARWASH” or a substantially similar trading descriptor. A temporary verification or pre-authorisation transaction may appear when a payment method is added or updated.

Our transaction records, checkout records, accepted electronic agreements and payment processor confirmations may be considered when verifying recurring authorisation. You may request that we investigate any apparent error.

8. Billing Cycles and Renewal

8.1 Monthly Memberships

A Monthly Membership is billed every 30 days from the activation or current billing date and automatically renews for another 30-day period unless cancelled at least 24 hours before the next scheduled renewal. Renewal processing ordinarily occurs overnight, generally between 12:00 am and 1:00 am local Site time, but system and network timing may vary.

8.2 Annual Memberships

A recurring Annual Membership is billed in advance and renews every 12 months unless cancelled before the next annual renewal. A fixed-term prepaid Annual Membership expires at the end of the stated 12-month term and does not renew automatically. The applicable position will be clearly displayed before purchase.

8.3 Renewal Reminders

Where practicable, we may send a renewal reminder before a renewal. A reminder is a customer-service convenience and may be affected by network delivery, incorrect contact details or technical issues. Your next billing date remains available in the Customer Portal, and you remain responsible for cancelling before renewal if you do not wish the Membership to continue.

9. Payment Failures and Recovery

If a renewal payment is declined or cannot be processed:

• we may notify you by SMS, email or through the Customer Portal;
• Membership access is automatically suspended while the renewal remains unpaid;
• the system may re-attempt the payment once per day for up to 20 calendar days after the initial failed renewal;
• you may update the payment method and pay the outstanding renewal through the Customer Portal, pay station or another approved channel; and
• if payment remains unresolved after the daily retry period, access remains inactive and the Membership may be placed into Declined status. If payment remains unresolved for 30 days after the initial failed renewal, the Membership may be terminated or closed. A failed payment or bank dispute does not, by itself, cancel the Membership. To permanently prevent future authorised recovery or reactivation, the Member must complete cancellation through the Customer Portal. A cancelled Membership will not be reactivated without a further authorised payment or reactivation action.

A successful recovery payment may reactivate access. The Customer Portal or payment confirmation will display the applicable paid period and next renewal date. We will not intentionally collect more than the valid amount owing. Contact us promptly if you believe a payment was duplicated or processed incorrectly.

10. Cancellation

10.1 Standard cancellation process

The Customer Portal is the standard and preferred method for cancelling a Membership. To avoid the next automatic renewal, cancellation must be completed at least 24 hours before the scheduled renewal time. Because renewal processing generally begins overnight, we recommend cancelling at least 3 days before the displayed renewal date. Cancellation is complete when the Customer Portal confirms it and a confirmation screen, SMS or email is issued.

You should retain the cancellation confirmation. Cancellation stops future recurring charges but does not ordinarily end access immediately; the Membership remains available until the end of the current paid Billing Cycle, subject to these Terms.

10.2 Alternative cancellation where the Customer Portal cannot be used

If a genuine technical, accessibility or account issue prevents you from using the Customer Portal, contact Customer Support at contact@hang5carwash.com.au before the next renewal. Include the Membership details, the action requested and, where reasonably available, evidence of the issue. We will assess the request reasonably and may process cancellation effective from the date it was first received where the issue prevented timely portal cancellation.

A casual enquiry, social-media comment, chargeback or verbal discussion with on-site staff does not by itself confirm cancellation. On-site staff may provide assistance but are not ordinarily authorised to complete or confirm account cancellation. Where law requires another cancellation method to be accepted, we will comply with that requirement.

10.3 Cancellation after renewal

A cancellation completed after a renewal has processed normally applies from the following Billing Cycle. Any refund request relating to the processed renewal will be assessed under Clauses 17 and 18 and the Australian Consumer Law.

11. Pausing an Eligible Membership

Pause is available only for eligible Monthly Memberships. An eligible Member may pause for 1, 2 or 3 months, up to a maximum of 90 consecutive days, using the Customer Portal and subject to the dates displayed there. Annual Memberships cannot be paused. A pause is not a cancellation. Billing and access resume automatically at the end of the approved pause unless the Membership is separately cancelled before the next renewal.

Pause eligibility, duration and frequency may vary by plan and may be changed prospectively where reasonably necessary. Any material adverse change will be notified in accordance with Clause 27.

12. Chargebacks and Disputed Transactions

Starting a chargeback or payment dispute does not, by itself, cancel a Membership. To stop future renewal, you must cancel under Clause 10 unless the Membership has already been cancelled by us.

We will investigate billing disputes reasonably by reviewing checkout records, accepted agreements, transaction records, account activity, communications and wash access records. We may temporarily suspend access while an active payment dispute is investigated, particularly where further recurring charges might otherwise occur.

Nothing in this clause prevents you from exercising rights available through your card provider, bank or the Australian Consumer Law.

13. Service Availability and Temporary Closures

Wash Club services may be temporarily unavailable because of maintenance, equipment faults, weather, safety conditions, power or internet outages, public holidays, government directions, site capacity or other operational reasons.

A temporary interruption does not automatically entitle a Member to a refund, extension or compensation. We will, however, comply with the Australian Consumer Law and will consider a reasonable remedy where the nature, duration or impact of the interruption means the service has not been supplied as required by law.

14. No Guaranteed Access or Wait Time

A Membership provides eligible access during operating hours but does not guarantee entry at a particular time. Wait times may vary according to demand, queue volume, weather, maintenance and operational conditions. Staff may temporarily stop or regulate entry where reasonably necessary for safety or service management.

15. Records and Evidence

When administering or investigating a Membership, we may consider relevant electronic and business records, including LPR records, transaction logs, payment confirmations, Customer Portal activity, communications, CCTV where lawfully available and system diagnostics.

These records are evidence but are not treated as conclusive where there is a manifest error or credible contrary information. We will consider available evidence fairly and correct records where required under applicable law.

16. Misuse, Safety and Enforcement

You must not:

• manipulate, obscure or swap licence plates to obtain unauthorised access;
• use a Membership for an unregistered vehicle;
• circumvent LPR, payment, gate or account controls;
• resell or commercially exploit Membership access;
• engage in fraudulent, abusive, threatening or unsafe conduct; or
• use the Membership in breach of these Terms or the Car Wash Conditions of Entry.

We may restrict, suspend or terminate a Membership where we reasonably believe misuse, fraud, a material breach or a safety risk has occurred. Where practicable, we will explain the reason and provide an opportunity to respond. Immediate action may be taken where necessary to protect customers, staff, property, systems or legal rights.

Termination for substantiated misuse does not remove liability for valid outstanding amounts and does not affect rights accrued before termination. Any unused prepaid amount will be dealt with consistently with the Australian Consumer Law and the seriousness of the breach.

17. Refunds After Billing

Membership fees are generally not refundable merely because the Member changes their mind, does not use the Membership or cancels during a current Billing Cycle. Access ordinarily continues until the end of that paid cycle.

This policy does not apply where a refund, partial refund, re-supply, cancellation right or other remedy is required under the Australian Consumer Law, or where a goodwill refund is approved under Clause 18.

18. Limited Goodwill Refund

Without limiting statutory rights, Hang 5 Carwash may consider a goodwill refund of the most recent renewal payment where:

• a written request is received within 7 days after that renewal;
• no wash has been redeemed during the renewed Billing Cycle; and
• the original payment method remains capable of receiving the refund.

Goodwill requests will be assessed reasonably having regard to the account history, timing, use of services and relevant circumstances. A goodwill refund is not an automatic contractual entitlement, does not constitute an admission of liability and does not limit any statutory right.

19. Car Wash Conditions of Entry and Wash Quality

Every Registered Vehicle and driver must comply with the Car Wash Conditions of Entry, including vehicle height, ground-clearance, accessory, modification and safety restrictions. A Membership does not override those restrictions.

Access may be refused where a vehicle is unsuitable or where entry would create an unreasonable safety or equipment risk. Wash-quality concerns are managed under Clause 11 (Wash Quality Concerns) of the Car Wash Conditions of Entry. Hang 5 Carwash may offer a discretionary rewash or another customer-service resolution where appropriate. This process is additional to, and does not limit, any remedy required under the Australian Consumer Law.

20. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, services must be provided with due care and skill, be reasonably fit for a disclosed purpose and be supplied within a reasonable time where no time is fixed.

Where a service failure is major, you may be entitled to cancel the affected service contract and receive a refund for the unused portion, or obtain compensation for reasonably foreseeable loss. Where a failure is not major, we may be entitled to remedy it within a reasonable time. The precise remedy depends on the circumstances and the law.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

21. Limitation of Liability

To the extent permitted by law, neither party is liable to the other for indirect or consequential loss that was not reasonably foreseeable when the Membership was purchased. This limitation does not apply to liability arising from fraud, wilful misconduct, personal injury caused by negligence, breach of a non-excludable consumer guarantee or any liability that cannot lawfully be limited.

Any limitation applies only to the extent it is fair, reasonable and legally enforceable in the circumstances. Nothing in these Terms requires you to indemnify Hang 5 Carwash for loss caused by our negligence, breach or wrongful act.

22. Electronic Communications

Membership confirmations, receipts, renewal reminders, payment notices, cancellation confirmations, service updates and changes to pricing or terms may be provided electronically by SMS, email or through the Customer Portal, in accordance with our Customer Communications Policy and applicable law.

You are responsible for keeping your contact information current. Opting out of marketing does not prevent us from sending service communications reasonably necessary to administer the Membership, where permitted by law.

23. Privacy

We collect and handle personal information, including contact details, payment-related information, licence plates, LPR records, wash activity and Customer Portal information, in accordance with our Privacy Policy. Our Cookie Policy applies when you use the Website or Customer Portal.

24. Customer Support and Representations

Rewards, referral benefits and promotional Membership offers are also subject to the Rewards & Promotions Terms & Conditions and any specific offer terms disclosed at sign-up.

Customer Support and on-site staff may provide general assistance. Informal statements do not vary these Terms unless confirmed by an authorised representative in writing. This does not exclude legally binding representations, prevent correction of an error or limit any right under the Australian Consumer Law.

25. Complaints and Dispute Resolution

Please contact Customer Support promptly if you have a concern about billing, cancellation, access or service delivery. Include enough information for us to locate the account and investigate the issue.

We will review available records and aim to respond within a reasonable timeframe. The parties should attempt to resolve the matter fairly and in good faith before commencing proceedings, but this does not restrict your right to contact a regulator, payment provider, consumer protection agency or court at any time.

26. Assignment and Business Transfers

We may transfer our rights and obligations under these Terms as part of a genuine sale, restructure or transfer of the Hang 5 Carwash business, provided the transfer does not materially reduce your rights. You may not transfer a Membership to another person except through an approved process.

27. Changes to Terms, Services and Pricing

We may update these Terms, Membership features or pricing prospectively to reflect legal requirements, cost changes, security needs, service improvements or business operations.

Where a change is material and is likely to adversely affect an existing Member, we will provide reasonable advance notice using the contact details recorded on the account. A price increase or other material adverse change will apply no earlier than the next renewal date stated in the notice, giving you an opportunity to cancel before it takes effect.

A change will not apply retrospectively to a completed Billing Cycle. Minor, beneficial, administrative or legally required changes may take effect when published or on the date specified. If any change conflicts with a non-excludable right, that right prevails.

28. Suspension or Discontinuation of a Plan

We may stop offering a plan to new customers at any time. We may discontinue or replace an existing plan only where reasonably necessary. If this materially affects an existing Member, we will provide reasonable notice and explain the available options, which may include continuation to the end of the current Billing Cycle, transfer to an alternative plan or cancellation with any remedy required by law.

29. Severability and Waiver

If a provision is invalid, unlawful or unenforceable, it will be severed or read down only to the extent necessary. The remaining provisions continue to apply.

A failure or delay in exercising a right is not a waiver of that right. A waiver must be clear and applies only to the specific circumstances in which it is given.

30. Governing Law

These Terms are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland and any court entitled to hear an appeal, subject to any law that provides otherwise.

31. Contact Us

For questions, cancellation assistance, billing concerns or complaints about a Membership, please contact us.

Cleaner Cars. Better experiences.

HANG 5 CARWASH

WEBSITE TERMS OF USE

1. Introduction and Acceptance

Welcome to the Hang 5 Carwash website.

These Website Terms of Use (Terms) govern your access to and use of the Hang 5 Carwash Website, Customer Portal, online checkout, online purchasing services and other Digital Services operated or made available by Hang 5 Carwash.

Hang 5 Carwash is operated by Carwash Group Pty Ltd as trustee for Carwash Group Trading Trust. In these Terms, Hang 5 Carwash, Hang 5, we, our and us refer to that entity and its authorised operators.

By accessing or using the Website, creating or accessing a Customer Portal account, or completing an online transaction, you agree to these Terms. If you do not agree, you must not use the Website or Digital Services.

These Terms apply to use of the Website. They do not replace any product-specific terms, Car Wash Conditions of Entry, consumer guarantees or statutory rights that apply to a purchase or service.

2. Related Legal Documents and Order of Priority

The documents listed below form part of the Hang 5 Carwash legal framework and should be read together where relevant: the Privacy Policy, Cookie Policy, Customer Communications Policy, Single Wash Terms & Conditions, Wash Club Terms & Conditions, Gift Card Terms & Conditions, Car Wash Conditions of Entry and Rewards & Promotions Terms & Conditions.

• Privacy Policy;
• Cookie Policy;
• Customer Communications Policy;
• Wash Club Terms & Conditions;
• Single Wash Terms & Conditions;
• Gift Card Terms & Conditions;
• Car Wash Conditions of Entry;
• Rewards & Promotions Terms & Conditions.

Additional terms may also apply to a particular promotion, competition, referral program, reward, product or service. Those additional terms will be presented or made available when relevant.

If there is an inconsistency, the more specific document prevails only to the extent of the inconsistency. In particular:

• the Wash Club Terms & Conditions prevail for Wash Club memberships, recurring billing, membership vehicles, pauses, cancellations and membership benefits;
• the Single Wash Terms & Conditions prevail for single wash purchases and purchased Wash Codes;
• the Gift Card Terms & Conditions prevail for gift cards and stored-value products;
• the Car Wash Conditions of Entry prevail for vehicle eligibility, site safety and use of car wash facilities;
• the Rewards & Promotions Terms & Conditions prevail for rewards, referrals, Wash Lottery campaigns, competitions and promotional benefits;
• the Privacy Policy and Cookie Policy govern personal information, cookies and similar technologies; and
• the Customer Communications Policy governs SMS, email and Customer Portal communications.

Nothing in any Hang 5 Carwash legal document excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, restricted or modified.

3. Definitions

In these Terms:

Car Wash Conditions of Entry: means the terms applying to entry to and use of Hang 5 Carwash facilities, including vehicle eligibility, safety requirements and automated wash conditions.

Customer Portal: means the secure online account or portal through which eligible customers may view digital receipts and Wash Codes, manage contact and payment information, manage registered vehicles and administer eligible Wash Club services.

Digital Services: means the Website, Customer Portal, online checkout, software, applications, links, automated messaging interfaces and other digital platforms operated or made available by Hang 5 Carwash.

Gift Card: means a gift card, voucher or stored-value product issued by Hang 5 Carwash and governed by the Gift Card Terms & Conditions.

Personal Information: has the meaning given by the Privacy Act 1988 (Cth).

Single Wash: means a one-time car wash product or Wash Code purchased separately from a Wash Club membership.

Wash Club: means any recurring or prepaid membership product offered by Hang 5 Carwash and governed by the Wash Club Terms & Conditions.

Wash Code: means a digital, numerical, promotional, complimentary or purchased code issued by Hang 5 Carwash for redemption of an eligible product or service.

Website: means www.hang5carwash.com.au and any page, checkout, portal, application or Digital Service operated by or on behalf of Hang 5 Carwash.

you and your: means the person accessing or using the Website and, where applicable, the person or entity on whose behalf that person acts.

4. Eligibility and Authority

You may use the Website only if you are legally capable of entering into the relevant transaction under Australian law. Where a product or promotion has a specific age or eligibility requirement, that additional requirement also applies.

If you use the Website on behalf of a company, trust, partnership, organisation or another person, you represent that you have authority to act for and bind that person or entity in relation to the transaction.

A parent or legal guardian is responsible for supervising use of the Website by a minor and for any transaction they authorise on the minor’s behalf.

5. Website and Digital Services

The Website and Digital Services may allow customers to:

• view information about Hang 5 Carwash locations, products, services and operating conditions;
• purchase Single Washes, Wash Codes, Gift Cards, Wash Club memberships and other eligible products;
• access promotions, rewards, referral programs, competitions and customer offers;
• create, access or manage a Customer Portal account;
• view digital receipts, transaction history and eligible Wash Codes;
• manage eligible memberships, payment methods, contact details and registered vehicles;
• submit enquiries, complaints, incident notifications or customer support requests; and
• use additional Digital Services introduced from time to time.

We may improve, replace, add, remove or change Website features where reasonably necessary for security, legal compliance, technology, customer experience or business operations. A change to Website functionality does not remove any right you have in relation to a paid product or service under its applicable terms or Australian law.

6. Customer Accounts and Customer Portal

Some Website features require access to the Customer Portal. Access may be provided through a password, one-time code, secure link or another authentication method selected by Hang 5 Carwash.

You must:

• provide accurate and current account information;
• keep your mobile number, email address, registered vehicle details and payment information current;
• keep authentication links, passwords, codes and devices secure;
• not share access credentials with an unauthorised person;
• review account confirmations and promptly report suspected errors or unauthorised access; and
• use the Customer Portal only for lawful purposes and in accordance with these Terms.

You are responsible for activity you authorise or cause through your account. You are not responsible merely because unauthorised activity occurred, where that activity was not caused or contributed to by your failure to take reasonable care.

We may require identity or account verification before disclosing information, changing account details, issuing replacement access or acting on a sensitive request.

7. Accuracy of Information

Information you provide through the Website must be true, accurate, complete and not misleading. This includes your name, contact details, vehicle registration, billing information, payment authority, promotion eligibility and any information submitted to Customer Support.

You must promptly correct information that becomes inaccurate. Incorrect information may prevent delivery of Wash Codes, receipts, service communications, Customer Portal access or membership recognition.

Where reasonably necessary, we may correct obvious formatting errors, standardise vehicle registration details, merge duplicate records or request further verification. We will handle Personal Information in accordance with the Privacy Policy.

8. Online Orders and Contract Formation

Products displayed on the Website are invitations to make an order and are subject to availability, eligibility and the applicable product-specific terms.

When you submit an order, you make an offer to purchase the selected product or service at the price shown at checkout. An automated acknowledgement that your order or payment request has been received does not, by itself, mean that the order has been accepted.

A contract is formed when we accept payment and issue a purchase confirmation, activate the relevant product or membership, or otherwise confirm acceptance. If these events occur at different times, the earliest clear acceptance event will apply.

We may decline or cancel an order before acceptance where reasonably necessary, including because of a genuine pricing or system error, suspected fraud, an unavailable product, duplicate transaction, invalid information, legal restriction or failure of payment authorisation.

If we cancel an order after receiving payment and no product or service is supplied, we will provide an appropriate refund to the original payment method, subject to applicable law and any necessary fraud or payment verification.

9. Payments and Payment Providers

Payments are processed through authorised third-party payment providers. By submitting a payment, you authorise the relevant provider and Hang 5 Carwash to process the transaction and to receive transaction confirmation and related payment information.

Hang 5 Carwash does not store complete credit or debit card numbers. Payment credentials may be tokenised or securely retained by an authorised payment provider where you authorise recurring payments or save a payment method.

A payment authorisation, pending transaction or temporary verification amount is not necessarily a completed charge. The final amount and status are determined by the completed transaction records of the payment provider and Hang 5 Carwash, subject to correction of manifest error.

You must be the authorised cardholder or have the cardholder’s permission to use the nominated payment method. You remain responsible for any amount validly authorised by you, subject to your rights under law and your card provider’s dispute process.

10. Wash Club and Recurring Payments

A Wash Club purchase is a recurring or prepaid membership transaction governed by the Wash Club Terms & Conditions presented at sign-up and available under Legal on the Website.

Before completing a recurring membership purchase, you must review the displayed plan, price, billing interval, introductory pricing (if any), renewal arrangements and cancellation method. By completing sign-up, you provide the recurring payment authority described in the Wash Club Terms & Conditions.

The Website Terms do not alter the membership billing cycle, payment retry process, cancellation deadline, vehicle rules, additional vehicle charges, pause options, promotional rates or refund rules stated in the Wash Club Terms & Conditions.

11. Pricing, GST and Errors

Unless stated otherwise, prices are displayed in Australian dollars and include GST where applicable.

Prices, plans and promotions may change for future purchases. A price change does not retrospectively alter a completed purchase or an existing membership except in accordance with the applicable product terms, any notice requirement and Australian law.

We take reasonable care to display accurate prices and product information. If a genuine and obvious pricing, description or system error occurs before fulfilment, we may cancel the affected transaction and offer you the option to purchase at the correct price or receive a full refund. We will not charge a higher amount without your authorisation.

Where the Website displays more than one price for the same product, applicable consumer pricing laws will apply.

12. Single Washes and Wash Codes

Single Wash purchases and purchased Wash Codes are governed by the Single Wash Terms & Conditions and are subject to the Car Wash Conditions of Entry when redeemed at a Hang 5 Carwash facility.

Wash Codes may be delivered by SMS, email, Customer Portal or another approved method. You are responsible for keeping a Wash Code secure and for checking the applicable product, location, redemption method and expiry information.

A full-price paid Wash Code that is a gift card or gift voucher under the Australian Consumer Law is valid for at least three years unless a longer period is displayed or a lawful exception applies. Promotional, loyalty and complimentary codes may have a shorter clearly disclosed expiry where permitted by law.

Unless the applicable terms state otherwise, a Wash Code may be used only for the product or service for which it was issued. Fraudulent use, unauthorised reproduction, resale, automated guessing or attempted multiple redemption is prohibited.

We may suspend, replace or cancel a Wash Code where reasonably necessary because it was issued in error, obtained fraudulently, compromised, duplicated or already redeemed. This does not affect your rights where you validly purchased the code or where a remedy is required by law.

13. Gift Cards

Gift Cards are governed by the Gift Card Terms & Conditions presented at purchase and available under Legal on the Website.

The Website may allow the purchase, delivery, balance use or redemption of Gift Cards. Any expiry period, promotional condition, permitted use, balance rule, replacement rule and refund position is determined by the Gift Card Terms & Conditions and applicable law.

A promotional or complimentary voucher may have different conditions from a paid Gift Card. The relevant offer and Gift Card Terms & Conditions should be checked before purchase or redemption.

14. Promotions, Introductory Offers and Competitions

Hang 5 Carwash may offer introductory prices, complimentary Wash Codes, Every 5th Wash FREE rewards, referral programs, Wash Lottery campaigns, discounts, competitions, seasonal campaigns, membership offers and other promotions. The Rewards & Promotions Terms & Conditions apply in addition to any campaign-specific terms displayed with the offer.

Unless the promotion states otherwise:

• eligibility is limited to the person, account, vehicle, mobile number, email address, payment card or transaction identified in the offer;
• an offer cannot be combined with another offer;
• an offer is not redeemable for cash and may not be resold;
• an introductory offer is available only during the stated period and may convert to the standard price disclosed at sign-up;
• fraudulent, duplicate, automated or abusive participation is prohibited; and
• additional promotion-specific terms may apply.

We may correct an error, refuse an invalid claim, or suspend or withdraw a promotion where reasonably necessary because of fraud, misuse, illegality, technical failure or circumstances that make the promotion incapable of operating as intended.

Where a change would materially reduce an accrued customer benefit, we will act reasonably and provide notice or an alternative remedy where required by law or reasonably practicable.

15. Rewards Programs

Participation in a Hang 5 Carwash rewards program is voluntary and is governed by the Rewards & Promotions Terms & Conditions and any clearly disclosed program-specific terms. Participation may require a valid mobile number, Customer Portal record, qualifying purchase, registered vehicle or other eligibility criteria.

Rewards may include Every 5th Wash FREE progress, complimentary Wash Codes, referral incentives, Wash Lottery entries, promotional bonuses or other customer benefits. Reward expiry, qualifying activity, exclusions and redemption requirements will be disclosed in the applicable program or campaign terms.

Reward progress and eligibility are determined from Hang 5 Carwash transaction and account records, subject to correction of manifest error. Refunded, reversed, fraudulent, duplicate or non-qualifying transactions may be excluded.

A rewards program may be amended, suspended or discontinued for future activity in accordance with the Rewards & Promotions Terms & Conditions. An accrued reward will not be removed arbitrarily and will be handled in accordance with the applicable terms and Australian law.

16. Customer Portal Functionality and Records

The Customer Portal may enable eligible customers to view receipts, Wash Codes, purchase history and membership information, and to manage contact details, payment methods, registered vehicles, pauses and cancellations.

Features may differ between products, accounts, locations and system versions. A feature displayed in the Customer Portal does not apply to a product unless that product is eligible for the feature under its applicable terms.

Customer Portal information may be updated after transaction processing and may not always appear immediately. If there is a material inconsistency, we will review relevant payment, transaction, membership and system records and correct confirmed errors.

You should retain important confirmations, receipts and cancellation records. Our retention of records is governed by legal, operational and privacy requirements and is not guaranteed indefinitely.

17. Cancellations, Refunds and Credits

Cancellation and refund rights depend on the product purchased:

• Wash Club memberships are governed by the Wash Club Terms & Conditions;
• Single Washes and purchased Wash Codes are governed by the Single Wash Terms & Conditions;
• Gift Cards are governed by the Gift Card Terms & Conditions; and
• promotion-specific products are governed by the relevant promotion terms.

Unless required by law or stated in the applicable product terms, a change of mind, failure to use a product, loss of access caused by incorrect customer information or expiry of a validly limited promotional benefit does not automatically create a right to a refund, credit or extension.

Nothing in this clause limits a refund, replacement, re-supply, compensation or other remedy available under the Australian Consumer Law.

18. Website Content and General Information

We take reasonable care to keep Website content accurate and current. However, general Website content may change and may not reflect temporary site conditions, real-time queue information, outages or every product-specific restriction.

General content is provided for information only and is not professional, legal, financial, mechanical or vehicle-specific advice. You remain responsible for checking product information, site signage, vehicle suitability and the Car Wash Conditions of Entry before purchase and use.

This clause does not exclude responsibility for a representation that forms part of a contract, a consumer guarantee or any statement that cannot lawfully be disclaimed.

19. Intellectual Property

Unless stated otherwise, all intellectual property in the Website and Digital Services is owned by or licensed to Hang 5 Carwash. This includes business names, trade marks, logos, branding, text, graphics, photographs, videos, software, source code, designs, databases and downloadable materials.

You may access and use Website content for personal, lawful and non-commercial purposes. You may download or print receipts, account records, legal documents and customer information intended for you.

Except where permitted by law or with our prior written consent, you must not reproduce, modify, distribute, publish, sell, license, commercially exploit, reverse engineer, frame, mirror, scrape or create derivative works from Website content or Digital Services.

Third-party names, logos and trade marks remain the property of their respective owners and are used only as permitted.

20. Information and Material Submitted by You

You retain ownership of information, photographs, documents and other material you submit through the Website, except for rights already owned by Hang 5 Carwash or another person.

You grant Hang 5 Carwash a non-exclusive licence to access, copy, store, use and disclose submitted material only to the extent reasonably necessary to:

• process a transaction or provide a requested service;
• respond to an enquiry, complaint, dispute or incident notification;
• investigate fraud, misuse, damage allegations, security events or legal claims;
• maintain business and legal records; and
• comply with law or protect the rights, safety and property of Hang 5 Carwash, customers or third parties.

You must not submit material that is unlawful, threatening, defamatory, misleading, infringing, malicious, discriminatory, obscene or unrelated to the purpose for which it is submitted.

Personal Information contained in submitted material will be handled in accordance with the Privacy Policy.

21. Acceptable Use

You must not use the Website or Digital Services to:

• engage in unlawful, fraudulent, deceptive, abusive or unsafe conduct;
• impersonate another person or misrepresent your authority;
• access or attempt to access another customer’s account or information;
• interfere with security, authentication, availability, performance or operation;
• introduce malware, malicious code, harmful data or automated attacks;
• attempt payment fraud, chargeback abuse, promotion abuse or unauthorised redemption;
• manipulate licence plate, account, transaction or rewards information;
• infringe intellectual property, privacy or other rights;
• harass staff, contractors, customers or third parties through a Digital Service; or
• use the Website in a way that could reasonably damage Hang 5 Carwash, its customers, systems, reputation or legal rights.

We may investigate suspected misuse and take reasonable and proportionate action, including restricting functionality, preserving records, cancelling fraudulent transactions, suspending access or referring conduct to payment providers or authorities.

22. Automated Access, Scraping and Technical Testing

You must not use bots, crawlers, scripts, scraping tools, automated purchasing systems, credential testing tools or similar technology to access the Website without our written permission, except for ordinary indexing by legitimate search engines in accordance with our technical instructions.

You must not probe, scan or test the vulnerability of the Website, Customer Portal or connected systems without prior written authorisation.

Reasonable accessibility tools, browser functions and personal password managers are not prohibited by this clause when used lawfully and without interfering with the Website.

23. Third-Party Links and Service Providers

The Website may contain links to third-party websites, maps, social media, payment services or other external content. A link does not by itself constitute endorsement, and external websites are governed by their own terms and privacy practices.

Hang 5 Carwash also uses third-party providers to support hosting, payments, Customer Portal functionality, communications, analytics, security and other business services. Those providers may process information on our behalf as described in the Privacy Policy and Cookie Policy.

We are not responsible for an independent third-party website or service that you choose to access outside the Hang 5 Carwash service. Where a third-party provider forms part of a product or service supplied by Hang 5 Carwash, our responsibilities remain subject to the applicable contract and Australian law.

24. Website Availability, Maintenance and Changes

We aim to provide reliable Digital Services but do not guarantee uninterrupted or error-free availability.

Access may be delayed, restricted or unavailable because of maintenance, updates, telecommunications or power failure, payment provider failure, cyber security events, high demand, equipment failure, emergency action, legal requirements or circumstances beyond our reasonable control.

We may temporarily suspend or restrict a feature where reasonably necessary to protect customers, systems, data or legal compliance. Where practicable, we will restore affected services within a reasonable period.

Temporary Website unavailability does not remove any remedy you may have where a paid product or service is not supplied in accordance with its terms or a consumer guarantee.

25. Website Security

We take reasonable technical and organisational steps to protect the Website and Customer Portal. No internet-based service can be guaranteed to be completely secure.

You should use a secure device and network, keep software current, protect authentication messages and immediately notify us if you suspect unauthorised account access, a compromised Wash Code or a security issue affecting your information.

Do not send complete payment card details, passwords or authentication codes by ordinary email or public social media.

We may require password reset, re-authentication, account verification or temporary suspension where we reasonably suspect a security risk.

26. Electronic Transactions, Communications and Records

You consent to transactions, agreements, disclosures, receipts, confirmations and notices being created, accepted, signed, sent and retained electronically where permitted by law.

An electronic method may be used to identify you and indicate your intention, including a checkbox, digital signature, button selection, one-time code, secure link, account login, payment authorisation or other reliable electronic action.

Electronic communications and records will be treated in accordance with the Electronic Transactions Act 1999 (Cth), the Electronic Transactions (Queensland) Act 2001 and other applicable legislation.

Our system records, transaction logs, payment confirmations, account activity, timestamps and communications may be used as evidence of a transaction or account action, subject to correction of manifest error and any contrary evidence.

You may withdraw consent to receive marketing communications as described in the Customer Communications Policy. Withdrawing marketing consent does not prevent service communications that are reasonably necessary to provide a requested product, administer an account, protect security or comply with law.

27. Privacy, Cookies and Customer Communications

Personal Information collected through the Website and Customer Portal is handled in accordance with the Privacy Policy.

Cookies and similar technologies are used as described in the Cookie Policy. Essential technologies may be necessary for secure login, payment processing and core Website functions.

SMS, email and Customer Portal communications are governed by the Customer Communications Policy, including the distinction between service communications and marketing communications and the available opt-out methods.

By using the Website, you acknowledge that third-party providers may process information on behalf of Hang 5 Carwash for payments, hosting, communications, security, analytics and Customer Portal functionality, as described in those policies.

28. Website Disclaimers

Subject to clause 29, the Website and Digital Services are provided on an as-available basis. We do not promise that every feature will always be uninterrupted, free of minor errors or compatible with every device, browser, network or software configuration.

We do not guarantee the accuracy or availability of independent third-party content, external links or information outside our reasonable control.

To the extent permitted by law, you are responsible for maintaining your own device, internet connection, data backups and security controls.

Nothing in this clause limits any representation, warranty, consumer guarantee or obligation that cannot lawfully be excluded or that is expressly included in a product-specific agreement.

29. Australian Consumer Law and Non-Excludable Rights

Our products and services come with guarantees and remedies that cannot be excluded under the Australian Consumer Law and, where applicable, the Australian Consumer Law (Queensland).

Nothing in these Terms excludes, restricts or modifies:

• a consumer guarantee, statutory guarantee or warranty;
• a right to a refund, replacement, repair, re-supply, compensation or damages;
• liability for misleading or deceptive conduct, fraud, wilful misconduct or negligence where it cannot lawfully be excluded; or
• any other right or remedy that cannot lawfully be excluded, restricted or modified.

If these Terms are inconsistent with a non-excludable legal right, the legal right prevails.

30. Limitation of Liability

This clause applies only to the extent permitted by law and is subject to clause 29.

Hang 5 Carwash is not liable for loss or damage to the extent it is caused by:

• your breach of these Terms or the applicable product terms;
• incorrect, incomplete or misleading information provided by you;
• your failure to take reasonable steps to secure your account, device, Wash Code or authentication method;
• an independent third-party website or service that is not supplied as part of a Hang 5 Carwash service;
• your unlawful, fraudulent or unauthorised use of the Website; or
• an event beyond our reasonable control, except to the extent we failed to take reasonable steps required by law.

To the extent permitted by law, Hang 5 Carwash is not liable for indirect or consequential loss that was not reasonably foreseeable when the relevant contract was formed.

This clause does not exclude liability to the extent the loss was caused by Hang 5 Carwash’s breach of a consumer guarantee, negligence, fraud, wilful misconduct or other liability that cannot lawfully be excluded.

31. Indemnity

To the extent permitted by law, you indemnify Hang 5 Carwash against a third-party claim, loss, liability or reasonable external cost to the extent directly caused by your:

• fraudulent, unlawful or deliberately harmful use of the Website or Digital Services;
• material breach of these Terms;
• infringement of another person’s intellectual property, privacy or other legal rights; or
• submission of material that you knew was false, unlawful or infringing.

The indemnity is reduced to the extent a claim or loss was caused or contributed to by Hang 5 Carwash, its negligence, breach of contract or breach of law. You are not required to indemnify Hang 5 Carwash for ordinary good-faith use of the Website or for exercising a statutory right.

32. Suspension and Termination

We may suspend, restrict or terminate access to the Website or Customer Portal where reasonably necessary and proportionate, including where:

• you materially breach these Terms;
• fraud, payment fraud, account compromise, unlawful conduct or serious misuse is reasonably suspected;
• continued access creates a material security, safety, legal or operational risk;
• we are required to act by law, a court, regulator, payment provider or competent authority; or
• the relevant Digital Service is discontinued.

Where reasonably practicable, we will provide notice and an opportunity to address the issue before suspension or termination. Immediate action may be taken where necessary to protect customers, systems, staff, property or legal obligations.

Suspension or termination of Website access does not automatically cancel a Wash Club membership or another ongoing product. The applicable product-specific cancellation process must still be followed unless we expressly confirm otherwise or the product terms or law require a different result.

Termination does not affect accrued rights, valid payment obligations, completed transactions, privacy obligations or provisions intended to continue after termination.

33. Events Beyond Reasonable Control

To the extent permitted by law, Hang 5 Carwash is not responsible for delay or failure caused by an event beyond its reasonable control, including severe weather, natural disaster, public health emergency, government action, industrial dispute, utility failure, telecommunications outage, cyber incident, third-party infrastructure failure or widespread technical disruption.

This clause does not excuse Hang 5 Carwash from taking reasonable steps to reduce the effect of the event, restore services where practicable, comply with consumer guarantees or provide a remedy required by law.

34. Changes to These Terms

We may update these Terms to reflect changes to law, regulatory guidance, Website functionality, security, technology, products, service providers or business operations.

Updated Terms will be published on the Website with an effective date and version number. Changes apply prospectively from the stated effective date and do not retrospectively alter a completed transaction unless required by law or expressly agreed with you.

Where a change materially affects an ongoing Digital Service or account, we will provide reasonable notice where reasonably practicable. Urgent changes may take effect sooner where required for security, fraud prevention, legal compliance or to prevent material harm.

Your continued use of the Website after the effective date indicates acceptance of the updated Terms for future use of the Website. If you do not agree, you should stop using the Website. Product-specific cancellation rights remain governed by the applicable terms.

35. Complaints and Dispute Resolution

If you believe there is an error or dispute concerning the Website, a transaction or a Digital Service, please contact Customer Support with sufficient information for us to investigate, including your contact details, vehicle registration where relevant, transaction date, order or receipt information and the outcome you are seeking.

We will review relevant records and aim to respond within a reasonable period. We may request further information, identity verification or evidence reasonably necessary to investigate the matter.

Nothing in this clause prevents you from contacting a regulator, payment provider, consumer affairs body, court or tribunal, or from exercising any right under Australian law.

36. Governing Law and Jurisdiction

These Terms are governed by the laws of Queensland, Australia.

Subject to any mandatory right you have to bring proceedings elsewhere, the parties submit to the non-exclusive jurisdiction of the courts and tribunals of Queensland and courts entitled to hear appeals from them.

37. General Provisions

Severability

If a provision is invalid, unlawful or unenforceable, it will be read down to the extent necessary or severed if it cannot be read down. The remaining provisions continue to operate.

No Waiver

A failure or delay by either party to exercise a right does not waive that right. A waiver applies only to the specific circumstance for which it is given.

Headings and Interpretation

Headings are for convenience and do not affect interpretation. A reference to including or for example does not limit the words that precede it. The singular includes the plural and vice versa where the context permits.

Entire Agreement for Website Use

These Terms, together with the legal documents and product-specific terms referred to in clause 2, record the agreement governing use of the Website and relevant Digital Services. This provision does not exclude a representation, consumer guarantee or legal right that cannot lawfully be excluded.

Survival

Clauses concerning intellectual property, records, liability, indemnity, privacy, dispute resolution and accrued rights continue to apply after access ends to the extent necessary to give them effect.

38. Contact Us

Questions, complaints or requests concerning these Website Terms of Use may be directed to:

Cleaner Cars. Better experiences.