terms and conditions
please read before we come to clean
Emma Romano & Carl Romano reserves the right to make any changes to any part of these
terms and conditions without giving any prior notice.
please come back and check or let us know if you wish to be added to are update list.
DOMESTIC AND COMMERCIAL,
Emma & Carl Romano provides regular domestic cleaning at a rate of £20.00+VAT per hour for cleaning services organized on weekly or fortnightly basis. Regular commercial cleaning and B&B cleaning is charged £25.00 an hour on daily weekly or fortnightly basis, Sundays and bank holiday cleans are charged at double the cost of a weekly day clean.
Emma & Carl Romano reserves the right not to continue with the job if on inspection, it is found that the property to be cleaned is not suitable or safe for cleaning. We will not continue with the job if for example no water or power is not available. Or our helpers fill unsafe The Client is obliged to warn Emma & Carl Romano or the cleaner about appliances that are poorly fixed or are not in full working order.sockits plugs light switch's we do not replace or fix any items,
Emma & Carl Romano reserves the right not to continue with the clean If the Client has a unsafe dog in the home, you must tell us before we arrive. if we arrive you will still be charged
End of Tenancy Cleaning, One Off Spring Cleaning office and B&Bs and After Builders Cleaning ,we do not do cleaning of: walls, ceilings, curtains, exterior windows, balcony, patio, gardens, outside areas, washing up, carpet and upholstery ovens extractor fans, Following health and safety we do not clean any thing out of reach of a two step ladder.
To stop a House clean please give us at least 2 weeks' notice before the date you wish to stop. (unless out of your control)
If we turn up to clean at the time and date you have asked and we cannot gain access you will still be charge for our time unless you have contacted us.
To confirm the date and time and price on your quote, please contact us before the Quote expiry date
LAUUNDRY,
Duvet cover plastic poppers are highly likely to melt through our laundry process
Hand made Curtains, Upholstery and Sofa Covers are highly likely to shrink on their first clean, if the material hasn't been pre-shrunk prior to making the garments
3.2 Care labels
It is your responsibility to ensure that all items that you send to us for cleaning have proper care labels. We do not accept responsibility for items that have missing, unreadable or removed care labels and you accept that all such items are cleaned “at owners risk” (together with all items listed at clause 12.6).
3.4 Stain removal
We inspect every item before returning it to you to ensure that it meets our strict quality standards. We will make every attempt to remove stains without damage to your item but it should be noted however, that we do not guarantee the removal of any stains. In any case, the cleaning charge will apply regardless of whether the stain has been removed. Stain removal is often made easier if the stain is identified before washing and our ability to remove it will depend on several factors (including but not limited to age of the stain, composition, previous attempts to clean, nature of the fabric and dye).
we will not be responsible for colour loss, colour bleeding, shrinkage or damage to weak and tender fabrics.
Wash, Tumble Dry and Fold - Service Wash Orders
a. You must thoroughly check all the Items for hazardous objects e.g. coins, pens, keys, makeup, papers etc. as We accept no responsibility for any objects lost or damaged nor any responsibility for damage to Items as a result of the cleaning process where such objects are present.
b. The load is washed at a 40 degree cycle and tumble dried on a Low heat. As We process a high volume, We will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the Items are not ironed.
c. We accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
d. We will weigh the laundry upon receipt and (if necessary) amend the charge in accordance with the details you were given at the point when your Order was placed. If a weight limit per bag is applicable then any excess over this limit will be charged as one or more new bags, depending on the total. You will receive a confirmation email with details of any changes.
e. We wash by the load and do not inspect the care labels of each garment. We therefore cannot be liable for damage to Items resulting from failure to follow the instructions on a care label.
f. For Items that need to be specially treated e.g. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these Items can be machine washed and tumble dried. We will not be liable for Items damaged through normal processing in a tumble dryer.
g. Wash, Tumble Dry and Fold Orders cannot include any bedding or towels. If these are included they will be added as an individual product and your bill will be amended accordingly.
h. Laundry Items are tagged by the load and not individually tagged. We cannot therefore accept any liability for missing Items.
i. There is a minimum order quantity of 5KG for this service.
Laundering your own garments
As standard practice, we will process all bed linen and table linen through our commercial laundry processes. This is what we charge you for as standard prices, found here https://www.idealcleaners.co.uk/services/prices/. If you require your linen to be hand finished, we can do this as a more expensive service. You must tell one of our team that you want your bed or table linen hand finished.
Some domestic bed linen is not made to be washed in a commercial laundry. Domestic linen is anything brought from the high street – Dunelm, Next, John Lewis, White Company, M&S, Ikea, Primark, etc. All excellent linen providers, but not suitable for a commercial laundry process.
If your linen has plastic poppers they will melt during our laundry process. Plastic buttons will eventually break.
We will not be responsible to replace plastic button or plastic poppers if these are damaged through our laundry process.
We do not use Sodium Hypochlorite Bleach in our domestic laundry processes.
We do not guarantee to remove any stains from your linen and towels. We do guarantee to tackle and treat all stains that may be on your garments. But we can not guarantee that this will work every time. Sometimes, we may hold back a garment for us to put a stained item into a hotter, harder wash cycle to remove a specific stain. This will mean it won’t be ready for collection in our stated standard turnaround time. If you would like us to reclean any garment that has a stain on it, when you come to collect/had it delivered back to you, will be charged for in full again for us to reprocess the garment.
We guarantee to sanitise and kill all bacteria and viruses from your garments using our Ozone laundry system.
We ask for a minimum of 3 working days to turn around domestic laundry. In peak season, collection times could increase to 5 days in extreme circumstances.
All orders must be paid for before collection or delivery. You can pay for your orders via credit/debit card instore or over the telephone, or via BACs transfer before collection or delivery.
PAYMENTS,
Minimum of 1 hour per cleaning visit applies or rounded off to the closest hour
Emma & Carl Romano reserve the right to suspend cleaning services if monthly payments are missed.
Client understands that any ‘late payments’ may be subject to additional charges.
The client understands that the price he/she has been quoted is not the price they will pay.
Payment is requested on the date on the invoice.
If payment is not made after a number of weeks of the invoice then the account will be closed after which a charge of 15% on top of the initial invoice will be due, You agree to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
COMPLAINTS AND CLAIMS
Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the cleaning date. Failure to do so will entitle customer to no refunds or recovery cleanings.
Client understands that he/she is not entitled to any refunds.
Emma & Carl Romano reserves the right to return a cleaner not more than once.
Emma & Carl Romano will not accept a complaint based on something that has happened after we have left the premises.
If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, Emma & Carl Romano reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
Complaints are accepted (letter, e mail phone).
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
Key replacement/locksmith fees are paid only if keys are lost by Emma & Carl Romano or staff. There is a £30 per household liability limit.
In case of damage Emma & Carl Romano will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Emma & Carl Romano will rectify the problem through our insurance company by crediting the Client with the item/s if it is proven to be by our person