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Romano's Cleaning & Laundry / Co-Hosting Services

Terms and Conditions

 

1. Introduction

 

1.1 These Terms and Conditions (“Terms”) govern all cleaning, laundry, and co-hosting services provided by Emma & Carl Romano (“the Company”).

 

1.2 By requesting, booking, or receiving any service from the Company, the Client agrees to be bound by these Terms.

 

1.3 The Company reserves the right to amend these Terms at any time. Updated Terms will apply from the date they are published or provided to the Client.

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2. Scope of Services

 

2.1 The Company provides:

  • Domestic cleaning

  • Commercial cleaning

  • B&B and holiday-let cleaning

  • End-of-tenancy cleaning

  • Office cleaning

  • After-builders cleaning

  • Domestic and commercial laundry services

  • Co-hosting and property management support services

 

2.2 Services will be provided at the rates and conditions quoted or published by the Company at the time of booking.

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3. Cleaning Services

 

3.1 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 carried out on Sundays or Bank Holidays will be charged at double the standard rate.

 

d. Minimum charge: 1 hour.

 

3.2 Access and Safety

 

a. The Company reserves the right to refuse, suspend, or terminate services where:

  • The premises are unsafe or unsuitable for cleaning;

  • There is no access to water or electricity;

  • Staff reasonably believe the working environment presents a risk to health or safety.

 

b. Clients must notify the Company of any animals that may present a risk to staff.

 

c. If staff arrive and are unable to carry out the service due to an unsafe animal, the full fee will remain payable.

 

3.3 Excluded Cleaning Services

The Company does not provide:

  • Cleaning of walls or ceilings

  • Cleaning of curtains

  • Carpet or upholstery cleaning

  • External window cleaning

  • Balcony, patio, garden, or outside-area cleaning

  • Washing up

  • Oven or extractor fan cleaning

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

 

3.4 Cancellations and Non-Attendance

 

a. A minimum of 14 days’ notice is required to cancel ongoing domestic cleaning services.

 

b. If the Company attends an agreed appointment and cannot gain access to the property, the full service charge will be payable.

 

3.5 Health & Safety and Personal Protective Equipment (PPE)

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a. The Company is committed to maintaining safe working practices and complying with all applicable health and safety requirements.

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b. All staff and subcontractors shall follow the Company’s health and safety procedures and any relevant site-specific safety requirements.

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c. Company staff will use appropriate personal protective equipment (PPE) where required, including but not limited to protective gloves, face coverings, eye protection, and safety footwear.

 

d. All electrical equipment used by the Company shall be maintained in a safe condition and, where applicable, be subject to appropriate inspection and testing in accordance with relevant health and safety requirements.

 

e. Company staff are required to wear suitable enclosed footwear while carrying out services unless specific circumstances require alternative protective footwear.

 

f. The Company reserves the right to refuse or suspend services where health and safety risks are identified that could endanger staff, clients, contractors, guests, or members of the public.

 

4. Laundry Services

 

4.1 General Laundry Terms

 

a. Domestic and commercial laundry is processed using commercial-grade equipment.

 

b. Certain domestic fabrics and household items may not be suitable for commercial laundry processing, including items supplied by retailers such as Dunelm, Next, John Lewis, The White Company, IKEA, Primark, and similar retailers.

 

c. The Company does not guarantee stain removal.

 

d. All laundry items are submitted entirely at the Client’s own risk.

 

4.2 Client Responsibilities

a. All items should contain a clear and readable care label.

 

b. Items without care labels will be processed entirely at the Client’s own risk.

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c. Clients must remove all personal belongings and foreign objects from items before submission, including but not limited to:

  • Coins

  • Pens

  • Keys

  • Cosmetics

  • Paper items

 

d. The Company accepts no liability for damage caused by such items.

 

e. Standard wash, tumble-dry, and fold services are processed using:

  • 40°C wash cycle

  • Low-heat tumble drying

  • No ironing

 

4.3 Processing and Turnaround

 

a. Laundry is processed by weight and load rather than by individual item.

 

b. The Company accepts no responsibility for alleged missing individual items.

 

c. Bedding and towels included within wash-dry-fold orders may be charged separately.

 

d. Minimum laundry order: 5kg.

 

e. Standard turnaround time is 3 working days, although this may increase to 5 working days during busy periods.

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4.4 Laundry Liability

The Company will exercise reasonable care when processing laundry items. However, due to the nature of commercial laundry equipment and the condition of items presented for cleaning, the Company cannot guarantee against shrinkage, colour transfer, colour fading, fabric deterioration, damage to trims, buttons, zips, poppers, embellishments, or other wear-related issues.

The Company does not apply a separate damage charge for laundry items. All laundry is processed at the Client’s own risk and no compensation will be payable for damage resulting from normal laundry processing, pre-existing defects, fabric weaknesses, incorrect care labels, missing care labels, or manufacturer defects.

 

5. Co-Hosting Services

 

5.1 Premium Service Package

Clients who use all three of the following services:

  • Cleaning Services

  • Laundry Services

  • Co-Hosting Services

will qualify for the Company’s Premium Service Package.

Premium Service Package clients will receive:

  • Discounted rates across all services;

  • Priority booking and scheduling;

  • A dedicated co-hosting support service;

  • Access to the Company’s 24/7 on-call support service for urgent property and guest-related matters;

  • Repair attendance and contractor waiting services, where the Company will attend the property and provide access for approved contractors where reasonably practicable;

  • A cleaning coverage guarantee of up to 364 days per calendar year.

 

5.2 Cleaning Coverage Guarantee

For Premium Service Package clients only, the Company will use all reasonable endeavours to ensure cleaning services are available for up to 364 days per calendar year.

Where the Company owners are unavailable due to holidays, illness, or other absences, the Company may arrange alternative cleaners or subcontractors to maintain service continuity.

The cleaning coverage guarantee is subject to circumstances beyond the Company’s reasonable control, including but not limited to severe weather, national emergencies, staff shortages, illness, transport disruption, or major events.

 

5.3 Co-Hosting Responsibilities

Where Co-Hosting Services are provided, the Company may assist with:

  • Guest communication;

  • Booking management;

  • Coordination of cleaning and laundry services;

  • Property inspections;

  • Reporting maintenance issues;

  • Arranging access for contractors and repair services;

  • Waiting at the property for approved repair contractors where reasonably required.

The Company is not responsible for carrying out repairs, maintenance works, certification requirements, or compliance obligations unless separately agreed in writing.

 

5.4 Termination of Co-Hosting Services

If the Client chooses to self-manage the property or terminates Co-Hosting Services, all Premium Service Package benefits shall cease immediately, including:

  • Discounted rates;

  • Priority scheduling;

  • 24/7 on-call support;

  • Repair attendance services;

  • The 364-day cleaning coverage guarantee.

The Company may continue to notify the Client of maintenance issues identified at the property, however responsibility for arranging and funding repairs shall remain solely with the Client.

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5.5​ Respectful Conduct Towards Staff

We are committed to providing a safe and respectful working environment for all members of our team. Customers are expected to treat our cleaning staff with courtesy and respect at all times.

We reserve the right to immediately suspend or terminate services if a customer engages in abusive, threatening, discriminatory, intimidating, harassing, or otherwise inappropriate behaviour towards any member of our staff. In such circumstances, any deposits or fees already paid may be retained to cover costs incurred, and any outstanding charges for services provided will remain payable.

Where a staff member feels unsafe or uncomfortable due to a customer’s conduct, they may leave the premises immediately and report the incident to management. The company reserves the right to refuse future bookings from customers whose behaviour is deemed unacceptable.

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As a family-run business, we strive to provide an honest, reliable, and professional service at all times. We are committed to carrying out our work to the best of our abilities and maintaining high standards of customer care and workmanship.

Having always been self-employed ourselves, we understand that every customer has different expectations and requirements. We therefore aim to provide the same level of service, care, and attention that we would expect to receive ourselves, treating every customer with fairness, respect, and professionalism.

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