Terms of service

01Who these terms cover

These terms govern every cleaning service booked from Pak Cleaners Lahore, whether the booking is made through this website, over WhatsApp, by phone or in person at our Gulberg III office. By confirming a booking you accept them on behalf of yourself and anyone else present at the property during the visit.

In this document, "we" and "Pak Cleaners" mean Pak Cleaners Lahore, registered at Office 12, 2nd Floor, Main Boulevard, Gulberg III, Lahore. "You" means the person or organisation making the booking, and "the property" means the address where work is carried out.

Commercial and contract clients may sign a separate written agreement. Where that agreement conflicts with these terms, the signed agreement takes precedence.

02Quotations and pricing

Quotations are issued after we have seen either a photograph of the items or the property in person. A quotation confirmed in writing on WhatsApp is a fixed price for the scope described in it, and it is the amount you will be charged on completion.

• We do not add travel, fuel, water or electricity charges to a confirmed quote.
• We do not add "difficult stain" or "extra soiling" surcharges after arriving.
• Items added to the job on the day are quoted and agreed with you before that additional work begins.
• Quotations remain valid for 14 days unless stated otherwise.

03Booking, slots and rescheduling

A booking is confirmed once we have sent you a slot confirmation and you have acknowledged it. Time slots are three-hour windows rather than exact times, because traffic and preceding jobs in Lahore make precise arrival times unrealistic to promise.

Rescheduling by you is free at any point before the crew is dispatched. Message the same WhatsApp thread and we will move you to the next available slot.

Rescheduling by us may occasionally be necessary because of vehicle breakdown, weather or a preceding job overrunning. We will tell you as early as we can and offer the earliest alternative slot.

Failed visits. If the crew arrives within the agreed window and cannot access the property, or nobody over 18 is present, we may charge a callout fee of PKR 1,500 to cover the wasted visit. This is waived if you notify us before dispatch.

04Access, preparation and your responsibilities

Our crews arrive self-sufficient with their own water tank, power backup, extension reels, machines and chemicals. What we need from you is:

• Access to the rooms being cleaned, and somewhere to park within reach of the property.
• An adult over 18 present at the property for the duration of the visit.
• Fragile, valuable or sentimental items moved out of the working area before we arrive.
• Any known fabric damage, prior cleaning attempts, or manufacturer restrictions disclosed to us in advance.

We are not able to move heavy furniture such as pianos, safes or fixed wardrobes, and we will not disconnect gas or electrical fittings.

05Realistic results and pre-existing damage

Deep cleaning removes soil. It does not repair damage, restore worn fabric or reverse fading, and there are stains that no professional process fully removes — ink, dye transfer, bleach marks, sun fading and old pet contamination in particular.

Where we believe full removal is unlikely, we tell you our honest estimate of the achievable result before taking the booking. Proceeding on that basis means accepting the stated expectation.

We are not responsible for pre-existing conditions revealed by cleaning, including worn patches hidden under soil, weak seams, loose colour applied during upholstery, or damage caused by a previous cleaner's chemicals.

06Our guarantee and re-clean policy

Three commitments apply to every residential job:

• Zero colour-bleed guarantee. Fabrics are patch-tested before any chemical is applied to a visible surface.
• Free 24-hour re-clean. If a treated spot resurfaces once the item is fully dry, or the result does not match what we described, tell us within 24 hours of completion and the crew returns to re-treat the area at no charge.
• Fixed-price lock. The confirmed quote is the invoiced amount.

The re-clean covers the specific area treated on the original visit. It does not extend to new stains occurring after our visit, nor to items that were not part of the original scope.

07Damage, insurance and liability

In the rare event of damage caused directly by our process or our technicians, report it to us within 48 hours of the visit with photographs. We will inspect it and, where the damage is attributable to us, arrange professional repair or agree fair compensation with you.

Our liability for any single booking is limited to the value of that booking or the cost of repair, whichever is greater, and we are not liable for indirect or consequential losses such as loss of use, income or hotel costs.

We are not liable for damage arising from undisclosed prior treatments, manufacturer defects, items in a condition described to you as unsuitable for wet cleaning, or fragile items you were asked to move and did not.

08Payment terms

Payment for residential work is due on completion, after you have inspected the work. We do not take advance payment for standard residential bookings.

• Accepted methods: cash, card, JazzCash, EasyPaisa and online bank transfer.
• Commercial contracts are invoiced monthly on agreed terms, typically 15 days net.
• Overdue commercial invoices may attract a late fee after 30 days, applied at cost of recovery.

Receipts are issued for every job and include the booking reference, scope of work and amount paid.

09Cancellation and refunds

You may cancel free of charge at any time before the crew is dispatched. Once a crew has arrived and begun work, the job is chargeable in full unless we agree otherwise.

If you are dissatisfied with the result, the re-clean policy in clause 06 applies first — we would rather return and fix the work than argue about a refund. Where a re-clean is not practical and the fault is ours, we will refund the affected portion of the job.

10Complaints

Raise any complaint directly with the dispatch desk on WhatsApp or by calling +92 339 9419775, with your booking reference and photographs where relevant. We aim to acknowledge within one working day and resolve within five.

Complaints are recorded against the crew and reviewed in training. We would always rather hear about a problem from you first than read about it in a review — but you remain free to review us publicly either way, and we do not remove critical reviews.

11Your data

Booking data is handled in accordance with our privacy policy, which explains what we collect, why, how long we keep it and how to ask for its deletion.

12Changes to these terms and governing law

We may update these terms as our services change. The version in force is the one published on this page on the date your booking was confirmed, and material changes are reflected in the "last updated" date above.

These terms are governed by the laws of the Islamic Republic of Pakistan, and the courts of Lahore have jurisdiction over any dispute arising from them.