Service Terms and Conditions

1. Quotes and booking confirmation

Published prices are starting prices unless we confirm a fixed price in writing. We review the work requested, property or garment condition, location, access, timing, and any additions before confirming the price.

A Setmore request, WhatsApp message, or proposed appointment time does not confirm a booking. A booking is secured when ELCS confirms the scope, price, date, and payment requirement in writing and receives the required payment.

If the work differs substantially from the information supplied, we will explain the difference before carrying out chargeable extra work. You may approve a revised quote, proceed with the original scope where practical, or discuss another appointment.

2. First time residential Property Care customers

A first time residential cleaning customer normally pays a 50% booking deposit after accepting the quote. The remaining balance is due when the agreed cleaning is completed, unless the written booking confirmation states another payment schedule.

The deposit reserves staff and an appointment slot. Deep cleaning, move cleaning, post construction cleaning, and work requiring special purchases may have a different advance payment requirement. We will state it before confirming the booking.

3. Returning residential Property Care customers

An approved returning residential customer pays the full agreed price before each visit. Payment is due no later than the day before the scheduled service. ELCS will dispatch the team only after payment has been confirmed.

If the visit is scheduled for a weekend or public holiday and payment is by bank transfer, please pay by the last banking day before the visit so there is time to verify it. We may request a transfer receipt, but a receipt alone does not confirm that funds have been received. ELCS must approve any different payment arrangement in writing before the service.

Returning customer pricing depends on the approved property, frequency, condition, scope, and supply arrangement. A previous visit does not guarantee the same price if the work changes.

4. Airbnb turnover payment and partner bookings

The full quoted amount must be paid in advance to secure every Airbnb turnover. This applies to new hosts, returning hosts, and approved partners. An unpaid request is not a reserved turnover slot, and the team will not be dispatched before payment is confirmed.

Before payment, ELCS will confirm the property, service checklist, date, checkout and check-in window, access, supplies, linen arrangements, any travel charge, and total price in writing.

An approved partner rate applies only after ELCS confirms it in writing. It depends on the agreed booking frequency, maintained property condition, scope, access, and supply arrangements. Partner status does not change the full advance payment rule. If a host pays for several turnovers in advance, the written partner agreement must show how that payment is allocated to each confirmed booking.

For new Airbnb turnover quotes, the host provides suitable cleaning products, bin bags and the main equipment at the property, including a mop, bucket, broom, dustpan and vacuum where required. Please also provide clean replacement linen and towels, guest restocking stock, water, electricity and safe access. ELCS brings the team, staff PPE, clean cloths and a small backup kit, follows your agreed checklist and sends the agreed completion evidence. The backup kit does not replace a fully stocked host cleaning cupboard. ELCS-provided products or equipment, shopping, laundry and specialist work require a separate written agreement and any extra charge must be approved before the work. Existing confirmed bookings and signed supply arrangements remain in effect unless changed by written agreement.

ELCS-provided products or equipment, laundry and linen processing, purchases for restocking, deep cleaning, urgent extra work, and tasks outside the approved checklist are charged separately unless included in writing. We will seek approval before purchasing supplies on a host’s behalf.

5. Changing or cancelling a booking before the team arrives

Please contact ELCS as soon as you know a confirmed cleaning or turnover cannot go ahead. If you notify us before the team arrives at the property, the unsuccessful visit charge in section 6 does not apply.

If you want to reschedule, the amount already paid can be used toward one replacement service for the same customer and property. This includes a first time residential customer’s 50% deposit and the full advance payment made by a returning residential customer or Airbnb host.

You must request the replacement booking within one calendar month of the original appointment date. ELCS will confirm an available date and any revised quote in writing. If you make the request within that month but our next available appointment falls later, the credit remains available for that confirmed appointment.

If the property, location, scope, or price changes, we will provide a new quote before applying the credit. You must pay any additional amount required under the payment rules for the replacement service. A former appointment time, promotion, or partner rate applies only if the new booking still qualifies.

If you decide not to reschedule, or no replacement booking is arranged, contact us for an accounting of the amount paid. ELCS will refund the price of work not performed, less any reasonable costs already incurred or fairly attributable to the reserved booking. A first time residential deposit is ordinarily nonrefundable when the customer cancels, but the amount retained will be reviewed against the circumstances and applicable law. The end of the one month credit period does not automatically mean ELCS keeps the full price of a service it did not provide.

6. Unavailable access or being turned away after arrival

The customer or host must ensure the team can enter and begin the approved work at the agreed time. If the team arrives but cannot start because access is unavailable, the property is not ready to be released, or the customer or host asks the team to leave and return another day, ELCS will try to contact the booking contact and resolve the issue.

Where the schedule permits, the team may wait for up to approximately one hour. This depends on staff availability and other bookings, including Airbnb guest windows. A full hour of waiting cannot be guaranteed.

If the work still cannot begin and the team must leave, a J$3,500 unsuccessful visit charge applies for the trip and staff time committed to that visit. ELCS will record the arrival and departure times, attempts to make contact, and reason the work could not begin.

The charge will be deducted from payment already made, and we will provide an accounting of the balance. Any remaining amount may be applied to a replacement booking under section 5 or refunded if no replacement is arranged, subject to payment for any work already completed.

The J$3,500 charge does not apply if ELCS caused the access problem, arrived on the wrong date or at the wrong property, or could not provide the service because of its own failure. ELCS will not add another travel or waiting charge for the same unsuccessful visit.

7. If ELCS cannot provide the service

If ELCS cancels or cannot carry out the agreed service, the customer may choose an available replacement date or a refund for work not provided. The unsuccessful visit charge does not apply when the failure is ELCS’s responsibility.

If unsafe conditions, missing utilities, or a substantially different property condition prevent some work, we will contact the customer or host where practical, explain what can safely be completed, and account fairly for work completed and work not completed.

8. Travel, Sunday, and public holiday service

Published starting totals cover qualifying properties in our usual service area. Your full address, access and service requirements determine the final quote. Farther locations, tolls or special arrangements may cost more. Any location charge is identified and agreed before booking; the same attendance is never charged twice. Existing confirmed account terms remain valid.

Sunday is publicly closed. An approved Sunday exception carries a 25% premium, with a minimum premium of J$3,000. Approved public holiday service carries a 50% premium, with a minimum premium of J$5,000. These appointments require advance approval, staff availability, and a written quote showing the premium. These Sunday and public holiday premiums do not apply to pressing and steaming. Any pressing appointment outside normal hours still requires prior approval and availability; agreed garment, express and trip charges remain payable.

9. Access, safety, and property preparation

Customers and hosts must provide safe and timely access, working water and electricity, usable fixtures, and clear access to the approved work areas. Please secure pets and put away cash, jewellery, medication, important documents, and fragile valuables before the team arrives.

Tell us about existing damage, loose fixtures, leaks, delicate finishes, unsafe electrical items, restricted areas, and surfaces requiring special care. Delayed entry, missing utilities or supplies, unsafe conditions, or a property substantially different from its description may limit the work we can complete.

Our staff do not move heavy furniture or appliances, dismantle fixed grilles or windows, carry out building repairs, or undertake hazardous work as part of ordinary cleaning. We may stop or decline a task that cannot be completed safely.

10. Cleaning scope and results

Your written quote and approved checklist determine what is included. Standard Cleaning is routine upkeep. It does not guarantee removal of permanent stains, corrosion, etched glass, old mineral deposits, damaged grout, or existing wear.

Inside appliances, detailed windows or grilles, exterior work, laundry, extensive organisation, and specialist treatment are included only when specifically approved. An Airbnb turnover is a guest ready reset of a maintained property. It is not a deep clean on every visit.

Completion photographs show the visible condition when they are taken. They are not a building inspection or a guarantee about conditions after the team leaves. Hosts remain responsible for maintenance, repairs, guest conduct, and claims involving guest damage.

11. Property damage and insurance

Please identify existing damage and unusually fragile or valuable items before work starts. ELCS is not responsible for preexisting damage, ordinary wear, hidden defects, unstable or incorrectly installed fixtures, damage caused by guests or others, or events after the team leaves that are unrelated to our work.

If our team causes damage while carrying out the agreed service, we will investigate and take responsibility where the facts and applicable law require it. We will review the work record, photographs, condition of the item, and reasonable repair or replacement options. Please notify us promptly and, unless urgent action is needed to prevent further damage, give us a reasonable opportunity to inspect and respond.

Customers and hosts should maintain suitable property and contents insurance for wider risks. ELCS does not represent that business insurance is currently in force. If coverage is obtained, any claim will depend on the policy in force and its terms. Insurance does not replace any responsibility ELCS has under applicable law.

12. Personalised laundry

Wash and Dry is J$500 per pound, minimum J$5,000 covering up to 10 lb, returned fully dry in a bag without folding. Wash, Dry and Fold is J$600 per pound, minimum J$6,000 covering up to 10 lb, returned neatly folded and packed. Suitable everyday clothing above 10 lb is charged using recorded dry intake weight. These are minimum processing charges, not additional intake fees. Wash and Press is individually quoted with laundry and approved per-piece pressing charges shown separately.

We record receipt time, weight, service choice, quantities where practical, visible condition and relevant care instructions. We confirm the quote, extras, payment arrangement and expected ready date before processing. Each customer or property order is separately identified through sorting, washing, drying, finishing, storage and return. A short Setmore intake or pickup slot records a handoff or assessment, not the full processing time.

Usual turnaround is 24 to 48 hours after acceptance, subject to the ready time we confirm for your order. Clothing quantity, fabric care needs, drying method, weather and available capacity affect completion. Larger loads or air drying may take 1 to 3 days or longer when conditions require it. We agree on the expected ready date at intake and contact you if it changes. Please wait for our ready message before arranging collection or return. Sunday collection or return requires an approved exception. Urgent laundry requires capacity, suitability, ready-time and fee approval. Pressing express prices are not an automatic laundry express tariff.

Normal washing, suitable complete drying and suitable standard stain pretreatment are included. Extra stain or white care, additional chemicals, unusual processing, bulky bedding, specialty items, pressing and transport may require separate charges and approval. Orders around 25 lb or more require a capacity and cost check. ELCS does not charge a customer for repeating work needed because of its own processing error.

Empty pockets and provide a piece count where practical. Tell us about stains, previous damage, missing badges or buttons, loose seams, colour bleeding, shrinkage risks, delicate items, allergies and product restrictions. We review available care labels and choose a suitable method. We may discuss alternatives or decline unusually risky items. Complete stain or odour removal and colour restoration are not guaranteed.

A large mixed order may be recorded by weight and grouped quantities rather than an individual inventory of every piece. We may photograph or separately document special-care items. Any concern is reviewed against available intake and processing records. An existing defect or a customer disclosure does not excuse careless handling or remove any responsibility under applicable law.

Property linen laundry is separate from turnover cleaning unless included in writing. Hosts must maintain enough clean replacement linen for the guest window. An agreed recurring laundry arrangement does not by itself create a subscription or guarantee weekly capacity.

Any required deposit or prepayment is stated before processing. Approved trip and express charges are prepaid; the remaining processing balance is due before collection or delivery unless a written account agreement applies. Paying transport alone does not settle laundry. An appointment email or charge summary is an order record, not proof that an unpaid balance was received. A cash receipt is issued only after cash payment is confirmed.

Drying follows the garment care instructions and the arrangement confirmed at intake. Air drying is weather dependent and can extend completion for larger or slower drying loads. Faster service may require suitable heated machine drying and may leave a lighter fragrance than line drying. Tell us your drying and fragrance preferences before processing. We do not guarantee a particular fragrance strength or duration, and do not automatically add a scented finishing spray. Any requested finishing spray must be agreed and suitable for the product and fabric.

13. Pressing and steaming

Casual and khaki pants, including school khaki pants, are J$350 per piece. Jeans are a separate category at J$350. Dress pants and formal trousers are J$400 per piece. A school khaki shirt-and-pants set is counted and priced as two pieces: school shirt J$250 plus khaki pants J$350, total J$600. The formal suit rate does not apply to a school uniform set. Final pricing is confirmed after inspection; express and transport charges are separate.

Please provide a piece count where reasonably possible. We count and inspect garments at intake and may photograph or separately document special-care items. Final pricing depends on garment type, fabric, pleats, embellishments, construction, and condition. Please point out existing burns, shine, tears, weak seams, loose trim, missing buttons, stains, possible dye transfer, shrinkage risks, delicate fabrics and previous repairs before processing.

We follow available care instructions and select a suitable pressing or steaming method. If a print, trim, adhesive, dye, or fabric appears vulnerable to heat or steam, we may recommend another method or decline the item. Pressing and steaming improve presentation; they do not repair damage or guarantee stain removal.

Recording an existing defect or obtaining approval to handle a delicate item does not excuse a new burn, scorch mark, hole, or other damage caused by careless handling. If we notice possible damage during processing, we will stop, document it, notify the customer, and review an appropriate resolution.

Express service is accepted only after we confirm capacity, garment suitability, and ready time. 24 Hour Express is a J$2,000 add-on and Same Day Express is a J$3,000 add-on, each covering one accepted order of up to 30 pieces. Orders above 30 pieces require a separate review, express quote and ready time. Same Day intake must be approved by 10:00 AM. Garment charges remain payable in addition to express and trip fees. Express and trip fees are paid before the request is accepted. The remaining balance is due before collection or delivery unless a written account agreement applies.

14. Pickup, return, and collection

Pickup and return require route and time window approval. Each trip may carry a separate fee. Please check the piece count at handoff and keep your order reference.

If you are unavailable at an agreed handoff, we will arrange another time. Any new trip charge will be disclosed for approval before dispatch. An uncollected garment order remains payable when completed. We will contact the customer to arrange collection or delivery. These terms do not authorise automatic disposal of uncollected garments.

15. Service concerns

Please report a cleaning concern within 24 hours of completion, or a garment concern within 24 hours of collection or delivery, where practical. Provide the booking or order reference, a description, and clear photographs if available. Early notice helps us assess the condition while records are current.

We will compare the concern with the agreed scope, arrival or intake record, staff notes, and available photographs. If included work was missed or ELCS caused damage, we will discuss a fair correction or other appropriate resolution. The 24 hour request does not remove rights under Jamaican law or prevent us from considering a later report.

16. Privacy and service photographs

We collect the contact details, service address, access instructions, order information, payment records, and condition photographs reasonably needed to quote, complete, and document a service. Access is limited to people who need that information for the work.

We will not publish photographs of a customer’s home, guests, belongings, or garments for marketing without separate permission. Our Privacy Notice explains how information is stored, retained, and shared with booking and communication providers.

17. Changes and contact

The terms provided or linked before a booking is confirmed apply to that booking, together with its written quote and any signed agreement. Later website changes do not alter an already confirmed booking without agreement.

For questions, booking changes, or service concerns, contact Erica’s Laundry & Cleaning Services at +1 (876) 919-4231 or info@ELCSJA.com.

19. Property Care products and customer benefits

ELCS provides the routine cleaning products, cloths, cleaning bin bags, standard tools, assessed equipment and staff PPE needed for the agreed household cleaning work. Airbnb turnovers use the host-supplied arrangement in section 4. We use a range of recognised branded cleaning products selected for the task and surface, including suitable floor and multi-surface cleaners, bathroom and toilet cleaners, glass cleaners, kitchen degreasers, dishwashing products and equipment-care products. Fabuloso and Lysol are examples, not an exhaustive list. Products are used according to their labels; the exact selection depends on the agreed work, surface compatibility, customer restrictions and availability. Clients provide safe access, water, electricity, clean replacement linen and guest restocking items, except the included monthly paper towel allowance. Laundry and specialist work remain separately quoted.

Each property receiving a paid household cleaning visit receives one paper towel roll per calendar month, supplied on its first completed visit that month. Additional rolls are available by agreement.

The household supply offer applies to newly accepted household cleaning quotes from 11 October 2026. The host-supplied Airbnb default applies to new turnover quotes from 14 October 2026; paper towels and guest consumables are supplied by the host unless separately agreed in writing. Existing confirmed bookings and signed accounts move to the new arrangement by written agreement, including any revised price. The quote includes routine supplies; the offer does not create unlimited tasks, laundry, guest restocking or specialist treatment.