What Are the Rules and Customer Expectations in Laundromats?

Why Do Laundromat Customers Act the Way They Do? It’s Not Just Dirty Socks—It’s Human Behaviour

Most of us have, at some point, stood awkwardly in a laundromat, wondering if it’s okay to move someone’s washing or whether anyone ever actually reads the signs. Laundromats might seem like simple spaces, but they’re a fascinating melting pot of expectations, habits, and unwritten rules.

Quick answer? Customers expect clean machines, basic courtesy, and fast service—and they reward laundromats that offer ease, predictability, and modern tools like self-serve kiosks. But behind that sits a deeper truth: how people behave in laundromats reflects behavioural biases, social norms, and smart business nudges.

Let’s unpack why some laundromats thrive while others become ghost towns.

What do people expect when using a laundromat?

Customers walking into a laundromat don’t come in just to clean their clothes—they come in with unspoken needs.

• Cleanliness: First impressions matter. Dirty machines or rubbish lying around triggers hygiene aversion—a bias that subconsciously makes us distrust a service.

• Speed and simplicity: People expect machines that work quickly, signage that makes sense, and payment that isn’t a hassle.

• Respect for time and space: Unattended laundry is a major source of tension. Nobody wants to be the person hovering awkwardly over someone else's underwear.

Behavioural insight: The moment we step into a communal space, we lean on social proof—we copy what others do to avoid social friction. That’s why visible rules, friendly reminders, and even the layout of the space matter more than you'd think.

Are there official laundromat rules—or just social ones?

Most laundromats stick to a handful of house rules posted on the walls. Things like:

• Don't overload the machines.

• Don't leave clothes unattended too long.

• No dyeing fabrics or washing rugs.

But here's the thing—compliance isn’t just about rules, it’s about norms. According to behavioural research, people are more likely to follow rules when:

• They see others doing the same (Consistency principle).

• There’s an implied group expectation (Unity bias—“we do things this way here”).

• There's a mild friction (like a small sign over a bench) that nudges them toward better behaviour.

One Brisbane laundromat experimented by placing little laminated “Did you forget your laundry?” tags next to machines. Passive-aggressive? Maybe. But it reduced abandoned loads by 27%.

How have customer expectations changed in the digital age?

Blame it on Uber and tap-to-pay. Today’s laundromat customer wants more than soap and spin:

• Cashless payments: Coins are clunky. Customers expect card, tap, or phone pay options.

• Status updates: Some modern laundromats use apps or screens to show machine availability or remaining time.

• Self-service kiosks: A growing number of sites now offer kiosks where users can pay, start machines, and get support—all without needing to flag down staff.

This shift isn’t just tech for tech’s sake. It addresses real pain points—waiting, confusion, and unclear costs. It also builds reciprocity: if the laundromat makes things easier, customers repay that with loyalty.

A good example? We’ve seen locations roll out a laundromat kiosk system that streamlines everything from payment to cycle selection. For regulars, it’s a relief. For new users, it removes the anxiety of “what button do I press?”

What behaviours annoy laundromat regulars?

There’s a surprising list of behaviours that rub laundromat users the wrong way—and most are rooted in predictability and fairness:

• Leaving clothes too long: Especially in busy laundromats, people expect flow. When machines sit idle with damp laundry inside, tensions rise.

• Taking up too many machines at once: It creates a perceived scarcity—even if other machines are available.

• Shaking out clothes or folding loudly: Seems small, but it invades others’ sensory space (noise, smell, sight).

You’ll notice that none of these are “illegal”—but they trigger a sense of unfairness, or inequity aversion. And when that happens, customers start avoiding a laundromat altogether, even if the machines are fine.

What nudges actually improve laundromat etiquette?

You don’t need a bouncer and a clipboard to keep laundromats running smoothly. In fact, subtle nudges often do more than hard rules.

Here’s what works:

• Clear, visual signage: Friendly, not preachy. E.g. “Please take your clothes within 10 minutes of finish time” beats “Do not leave clothes unattended.”

• Default settings: Machines that auto-set to the most common cycle (like cold wash) reduce decision stress.

• Kiosks or digital displays: These can display machine status, wait times, or even gentle etiquette reminders. It also shifts the locus of control—people feel like the system is guiding behaviour, not another customer telling them off.

• Cleanliness cues: Even simple things like a visible bin or wiped-down benches create a cue that “we keep this place tidy”—which increases conformity.

Want more on the psychology of shared spaces? The Behavioural Insights Team often breaks down public behaviour in similar environments.

FAQ

Do I have to stay while my clothes are washing?Technically, no—but in busy laundromats, it’s considered courteous. If you leave, try to return before your cycle ends to avoid holding up machines.

Can I move someone’s laundry if it’s done?It’s a grey area. Many people will carefully move finished loads onto a nearby bench—but always use clean hands or gloves, and never touch wet laundry.

Why are more laundromats going cashless?Because it’s faster, safer, and matches how people pay elsewhere. Kiosks and app payments are now the norm in many metro areas.

Laundromats are changing—and so are the unwritten rules. While most customers just want a quick, clean wash, the smart operators are tuning into deeper needs: predictability, ease, and social harmony. That’s why digital tools like a laundromat kiosk aren’t just upgrades—they’re quiet enablers of better customer behaviour. And as any regular will tell you, that makes all the difference.