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Terms of cleaning and complaints Rules

Dear customers, we kindly ask you to carefully read the conditions for cleaning. Daja Dry Cleaners faces ever greater challenges in its field every year. Work becomes more complicated thanks to ever newer textiles and combinations. This represents several problems in care for clothing and textiles. In order to keep pace, we face constant resolution of challenges to preserve the perfection of clothing. Everything is important, be this a small family historical piece, or expensive luxury gown. The dry cleaners Daja tries to save every item for its customers.

Complaints Rules for the dry cleaner Daja

  • these regulations provide the customer with information on how to proceed in the event of claims against clothes cleaning services
  • our services are performed at contractual prices (price list) and paid for in advance
  • Daja Dry Cleaners reserves the right to refuse acceptance of a job order for dry-cleaning or wet cleaning
  • we accept no liability for clothing without labels (cleaning and ironing symbols), customer must signature agreement with the cleaning
  • stains cannot be separately removed – some older stains cannot be removed at all never
  • we charge CZK 10 per week started for job orders not collected within 7 days of the agreed delivery date
  • if you have already tried to clean your clothing yourself, inform us of this fact, with including a description of the procedure, we will be able to remove stains from your clothing much more effectively
  • we perform cleaning using environmentally friendly, top quality UNION machines with environmentally friendly Solvon K4
  • we use highly effective detergents which pose no risk to your health
  • clothes are steaming, ironed and packed by hand

Article 1 – General provisions

  1. Relations between the client and the contractor shall be governed by the Civil Code number 89/2012 Sb.
  2. Dry or wet cleaning is regarded as care for items, which is performed by the contractor on the basis of the client’s order (receipt from the cash register, agreement with the cleaning).
  3. Obvious defects are such defects, which can be ascertained by regular (usual) observation (e.g. holes, ripped seams, excessive wear in parts etc.). If nothing is stipulated on the acceptance document (order confirmation), it shall be understood that there was no obvious defect to the accepted, acid splashes clothing item.
  4. Hidden defects are such defects, which cannot be ascertained by regular observation (e.g. lower colour-fastness or higher shrinkability than stipulated in the technical standards or than is usual, unsuitable level of robustness of buttons or decorative elements in the cleaning or washing medium, which is prescribed by the manufacturer in the form of care symbols, sewn into the product and similar).
  5. We kindly ask the client to carefully read all information and warnings relating to performance of services, which are displayed in the contractor’s business premises, before handing over a job order for the requested service. The contractor recommends removal of non-textile (decorative) parts of the job order due to the potential damage.

Article 2 – Liability for defects to care

  1. The contractor shall be liable for defects which the care performed exhibits on acceptance of the item by the client, as well as for defects, which exhibit themselves after acceptance within the warranty period (bad ironing, not stain removal etc.).
  2. The contractor shall also be liable for defects, the cause of which is the defective nature of an item, which is to be cared for, or unsuitability of instructions of the client, if he did not warn the client of the defective nature of the item or unsuitability of the instructions.
  3. If the client insists on his requirements despite warning by the contractor with regards to defects to the item or the unsuitability of the client’s instructions for care and the contractor does not exercise his right to not conclude or withdraw from the contract, the contractor shall perform care on the basis of conditions agreed in writing. In this case, the contractor shall not be held liable for defects or for damage which occur as a result of the defective item or unsuitable instructions.

Article 3 – Acceptance of an item for care

  1. If care is not performed while the client waits, the contractor is obliged to issue the client with written confirmation of acceptance of the order (receipt from the cash register). Confirmation (the receipt from the cash register) must contain identification of the item, type and scope of care performed, the price and period for its implementation.
  2. The conditions for care, agreed pursuant to art. 2 para. 3 are agreed in writing and always relate only to the order or item as stipulated in these conditions (agreement with the cleaning).

Article 4 – Making claims for defects

  1. The client shall make his claim resulting from liability for defects in the form of a written claim. Only the client is entitled to make a claim.
  2. The claim is made by raising of an objection to the defect (description of how the defect exhibits itself) and making of a claim (demand), resulting from liability for this defect.
  3. The contractor is obliged to issue the client with written confirmation of the date when he exercised his right, as well as about performance of the repair and how long this will take, or about another method of handling the claim within the agreed deadline. The claim including defects shall be handled without unnecessary delay, no later than within one month of the date the claim was made, unless the parties agree otherwise.
  4. The warranty period is 3 months. Claims for obvious defects must be made when accepting clothing on the business premises. Rights from liability for defects shall expire if not made within the period stipulated by law. Claims for the quality of services performed (obvious defects) must be made by the client without unnecessary delay, no later however than within two years of acceptance of the item.
  5. We ask that the job order which the claim is made for has its original labelling if possible and it should not be modified in any way on the date of the claim.

Article 5 – Entitlements from liability for damage

  1. If this concerns a removable defect, the client is entitled to removal of the defect free of charge within the agreed deadline.
  2. If the defect cannot be removed or if the contractor fails to remove this within the agreed deadline, of if the defect exhibits itself again, the client is entitled to cancellation of the contract or a reasonable discount on the price for care and possible compensation for damage pursuant to art. 7.
  3. Exercising entitlement from liability for damage does not rule out entitlement to compensation for damage, which was created from the defect (see art. 7).

Article 6 – Acceptance of the item which has been cared for

  1. The client is obliged, in his own interest, to examine the item which has been cared for immediately after acceptance and without unnecessary delay, to inform the contractor of any possible defects he may ascertain.
  2. The client is obliged to collect the item which has been cared for no later than one month of expiry of the date when treatment was to have been performed. Failure to do so is obliged to pay a fee for each week of storage.
  3. If the client fails to collect the ordered item within six months of the date when he was obliged to collect it, the contractor shall be entitled to dispose of the item.
  4. If the client loses written confirmation of acceptance of the order, the contractor shall not be obliged to search for details about confirmation in his records. If he does so, the client shall pay for this activity. A personal ID card is required for issue of the job order.

Article 7 – Liability for damage

  1. The contractor shall be liable for damage caused by damage, loss or destruction of an item which he accepted from the client for performance of care. The contractor shall also be liable for damage which was created from a defect to an item which was cared for.
  2. Compensation for damage shall be provided by the contractor or authorized representative in cash on the basis of evaluation by an expert witness from the insurance company. On the basis of request by the client, and if this is possible or expedient, damage shall be settled by returning the item to its previous condition.
  3. When determining the level of damage, the starting point taken shall be the value of the item at the time of damage (general value), i.e. with a view to wear and tear to it, its age and defects to it. The level of compensation for damage shall be determined by an expert witness from the insurance company.
  4. The contractor reserves the right to replace a damaged item with the same item, or with other goods with the same parameters (design, material, company).

Article 8 – Closing provisions

  1. These claims regulations apply for the business premises and contractual collection points of Daja Dry Cleaners.
  2. Information to resolve disputes out of court according to the provisions. § 14 Act no. 634/1992 Coll., On consumer protection In accordance with the amended Act no. 634/1992 Coll., On Consumer Protection, which came into effect on February 1, 2016, we would like to inform the consumer about possibilities for alternative dispute resolution. The body competent to hear the dispute is the Czech Trade Inspection. Contact details: Czech Trade Inspection Authority General Inspectorate - ADR Department, Štěpánská 15, Prague 2, 120 00, e-mail address:, website:
  3. The claims regulations become effective on 1 February 2016

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