Terms and Conditions For Our Thorough Cleaning Services
Lilac Laundry And Cleaning ensures transparency and clarity with our detailed terms and conditions for all cleaning and laundry services in Pembrokeshire. Get in touch for more information.
Call us today to learn more about our terms and conditions.
​Cleaning Terms and Conditions
Welcome to Lilac Laundry and Cleaning! We're proud to offer reliable, friendly, and professional cleaning services across homes, businesses, and holiday properties. These terms and conditions help keep everything clear and fair for both of us.
1. What We Offer
We provide a range of cleaning services including:
- Domestic and commercial cleaning
- Deep cleans
- End of tenancy cleaning
- Holiday let changeovers
- Builders cleans
- Holiday park services
2. Booking & Payment
- Smaller jobs like domestic or office cleans are charged hourly.
- For bigger jobs (like end-of-tenancy or builders cleans), we'll provide a quote.
- Quotes are valid for 7 days and may change if the scope of work changes.
- Invoices are due within 7 days of invoice date.
3. Cancellations & Deposits
- We're flexible and don’t charge cancellation fees for standard bookings.
- For larger jobs, we may ask for a 10% deposit up front (non-refundable if cancelled within 48 hours).
4. Holiday Let Services
We offer a full changeover service including:
- Cleaning the property and changing beds
- Washing/drying/ironing laundry if required
- Leaving a basic welcome pack and welcome note
- Taking out the rubbish and checking guest comments
We ask that:
- You send us arrival/departure dates (especially for short-notice bookings)
- We’re given access to the property (key, key code, or via a contact)
- There are at least 3 full sets of laundry where needed
- Any urgent maintenance issues may be acted on if we can't reach you (and charged if needed)
5. What's Included in a Standard Clean
Standard cleans cover the basics:
- Vacuuming, mopping, surface cleaning
- Kitchens and bathrooms
- Bins emptied and tidy-ups
The following are not included unless arranged beforehand:
- External windows or outside areas
- Lofts, garages, high-up or behind white goods
- Cupboards, sorting, or rubbish clearance
6. Your Responsibilities
- Provide clear, safe access at the agreed time (key/code/meet us)
- Ensure there's electricity and running water
- Pets should be secured, so our team can work safely
- Please clear away fragile or valuable items
7. Damage, Loss & Insurance
- We're fully insured. If something is damaged due to our actions, we'll put it right.
- Please report any issues within 48 hours of the clean and include photos or details.
- We’re not responsible for everyday wear-and-tear, pre-existing damage, or issues where access/prep wasn't sorted.
8. Late Payments
- Invoices are due within 7 days. Ongoing service may pause if payments fall behind.
9. Payment Terms
Payment is due within 7 days of the invoice date, unless otherwise agreed in writing.
If payment is not received within this time, we reserve the right to:
- Charge statutory interest on the overdue amount at a rate of 8% above the Bank of England base rate, calculated daily.
- Apply a fixed late payment compensation fee of £40 to cover administrative costs.
Continued failure to pay may result in suspension of services and, where necessary, recovery action.
10. Complaints
We aim to deliver a high standard of service every time. If you’re not happy with any aspect of the work carried out, please let us know as soon as possible.
- All complaints must be raised within 7 days of the service date.
- Complaints made after this period may not be considered unless exceptional circumstances apply.
- We’ll investigate promptly and aim to resolve any issues to your satisfaction.
11. Final Note
We really value working with our customers and will always aim to be fair, honest, and helpful. If you ever have questions, just ask!
Laundry Terms and Conditions
​Thanks for choosing Lilac Laundry and Cleaning! We take great care of your handling your laundry and want to be clear about how everything works. These terms are here to make sure we’re on the same page and to help avoid any surprises.
1. What These Terms Cover
These terms apply to all laundry and ironing services you request from us. They come into effect when you drop off your items, request a service, or accept a quote.
2. What We Do
We offer laundry and ironing services using our own equipment. We'll do our best to follow any instructions you give us. If there are no specific instructions, we’ll use our judgement to treat your items with care.
3. What You Agree To
To help us do a great job, we ask that you:
- Provide accurate information about the items you’re dropping off.
- Make sure items are suitable for machine washing, drying, or ironing.
- Let us know about any delicate or damaged items in advance.
4. Washing Services
We use bio or non-bio detergent and conditioner, with a standard warm cycle unless you ask otherwise.
Please make sure:
- Items are suitable for machine washing.
- You let us know if you want cold, delicate, or hot washes.
- Pockets are empty and items are separated if needed.
- You tell us about new or unwashed items that may bleed colour or shrink.
5. Drying Services
We'll choose the right drying temperature unless you ask for something specific.
Please confirm that items are suitable for tumble drying, and let us know if they need separating or a specific temperature.
6. Ironing Services
We iron items at appropriate temperatures for the fabric type unless you say otherwise.
Please make sure items are suitable for ironing, clean, dry, and in a good condition for pressing.
7. Drop-Off and Collection
We don’t currently offer collection or delivery, so please drop off and collect your items at our premises during opening hours.
8. Payment
Payment is due when you collect your items unless we’ve agreed otherwise in writing.
We may hold onto your laundry until payment is made in full. Extra charges might apply for late collection or special handling requests.
9. Lost or Damaged Items
If something goes wrong, we’ll do our best to make it right. We’re not responsible for issues that arise if:
- Items weren’t suitable for the service requested.
- Instructions weren’t provided.
- There was damage caused by pre-existing wear and tear.
Please report any issues within 48 hours. If we’re at fault, we’ll offer repair, replacement, or compensation.
10. Quotes
Quotes are valid for 7 days and may change if the item count or job changes from what was originally described.
11. Ending Our Service
We reserve the right to refuse or end service at any time, especially if terms are not followed or payments are not made.