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TERMS AND CONDITIONS

Emma & Carl Romano Cleaning & Laundry Services
(Formal Legal Version)

1. Introduction

1.1 These Terms and Conditions (“Terms”) govern all cleaning and laundry services provided by Emma & Carl Romano (“the Company”).
1.2 By requesting, booking, or receiving services, the Client agrees to be bound by these Terms.
1.3 The Company reserves the right to amend these Terms at any time without prior notice. The Client is responsible for reviewing updated Terms when requested or when notified via the Company’s update list.

2. Scope of Services

2.1 Services include domestic cleaning, commercial cleaning, B&B cleaning, end-of-tenancy cleaning, office and after-builders cleaning, and domestic/commercial laundry services.
2.2 Services will only be provided at the rates and conditions published or quoted by the Company at the time of booking.

3. Cleaning Services

3.1 Domestic & Commercial Cleaning Rates

a. Domestic cleaning (weekly or fortnightly): £20.00 + VAT per hour.
b. Commercial and B&B cleaning (daily, weekly, or fortnightly): £25.00 per hour.
c. Cleaning on Sundays or bank holidays is charged at double the standard weekday rate.
d. Minimum charge: 1 hour, thereafter billed to the nearest hour.

3.2 Access & Safety

a. The Company may refuse or suspend service if:

  • The premises are unsafe or unsuitable for cleaning,

  • There is no access to water or electricity,

  • Staff reasonably consider the environment unsafe.
    b. Clients must notify the Company of unsafe animals. If an unsafe dog is present upon arrival, service will be charged in full.

3.3 Excluded Cleaning Services

The following are not included or offered under any circumstances:

  • Cleaning of walls, ceilings, curtains, carpets, upholstery, exterior windows, balconies, patios, gardens, or outside areas

  • Washing up

  • Cleaning ovens or extractor fans

  • Cleaning any item or area beyond the reach of a two-step ladder

3.4 Cancellation & Attendance

a. A minimum of 2 weeks’ notice is required to cancel ongoing house-cleaning services.
b. If the Company attends at an agreed time and cannot gain access, the full fee is payable.

4. Laundry Services

4.1 General Laundry Terms

a. Domestic and commercial laundry is processed using commercial-grade equipment.
b. The Client accepts that some domestic fabrics—especially items from retailers such as Dunelm, Next, John Lewis, White Company, IKEA, Primark, etc.—may not be suitable for commercial laundry processes.
c. The Company does not guarantee stain removal under any circumstances.
d. Items are accepted entirely at the Client’s own risk, including but not limited to:

  • Colour loss or colour bleeding

  • Shrinkage

  • Damage caused by weak, delicate, or unlabelled fabrics

  • Damage caused by pre-existing wear or deterioration

  • Melting or damage of plastic poppers, buttons, trims, or accessories

4.2 Client Obligations

a. All items must contain clear, readable care labels. Items without labels are cleaned at owner’s risk.
b. Clients must remove all hazardous or foreign objects (e.g., coins, pens, keys, cosmetics, paper). The Company accepts no liability for loss or damage to such objects or resulting garment damage.
c. Wash-tumble-dry-fold service is processed at 40°C wash, low-heat tumble dry, with no ironing.

4.3 Specific Process Limitations

a. Laundry is processed by weight and by load; items are not individually tagged. The Company accepts no liability for missing individual items.
b. Bedding or towels included in wash-dry-fold orders will be charged as separate items.
c. Minimum order: 5kg.
d. Standard turnaround: 3 working days, extended up to 5 days during peak season.

4.4 Zero Repercussion Liability Clause (As Requested)

The Company accepts no responsibility and shall bear no liability whatsoever for damage, deterioration, loss, shrinkage, colour transfer, misplacement, or destruction of any laundry items, whether caused by the cleaning process, equipment, handling, or any other reason. All laundry items are submitted strictly at the Client’s own risk, without exception.

5. Payment Terms

5.1 Payments must be made on or before the invoice due date.
5.2 Missed or late payments may result in suspension of services.
5.3 Persistent non-payment may result in account closure, and a 15% additional charge will be applied to cover recovery costs.
5.4 All orders must be paid for prior to collection or delivery (laundry) or in accordance with the invoice terms (cleaning).
5.5 Prices quoted are estimates and may differ from the final price.

6. Complaints and Claims

6.1 Reporting Requirements

a. All complaints regarding cleaning or laundry must be made within 24 hours of service completion.
b. Complaints made after 24 hours will not be eligible for re-cleaning, refunds, or adjustments.

6.2 Re-Cleaning Policy

a. If a valid cleaning complaint is made within 24 hours, the Company may return a cleaner once to re-clean the area.
b. The Client must allow access for the re-clean and be present if requested.
c. No refunds are offered under any circumstances.

6.3 Excluded Items

The Company accepts no liability whatsoever for the loss or damage of:

  • Cash

  • Jewellery

  • Antiques

  • Artwork

  • Items of sentimental or irreplaceable value

  • Fragile items not removed or secured by the Client

6.4 Keys

If keys are lost by Company staff, liability is limited to £30 per household.

7. Limitation of Liability (Global Limitation Clause)

7.1 To the fullest extent permitted by law, the Company shall not be liable for:

  • Any direct, indirect, or consequential loss,

  • Damage to property or items,

  • Loss of value, loss of profit, or emotional distress,

  • Damage resulting from the Client’s failure to disclose risks or provide safe access,

  • Any damage or loss arising from laundry processing (as per Section 4.4),

  • Any events outside the Company’s reasonable control.

7.2 Where liability cannot legally be excluded, the Company’s maximum liability shall not exceed the total amount paid by the Client for the relevant service.

8. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

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