Policies
At A2Z Cleaning & Linen Services our goal is to exceed your expectations on every visit by:
Providing superior customer service
Listening to your needs
Always cleaning more than is expected
Doing a thorough and detailed cleaning
Using only properly trained staff that work in a safe and efficient manner
Instituting daily quality control checks
Having the same crew in your home for repeat cleanings (when possible)
(We have a strict no refund policy). If for any reason you are unhappy with the quality of our work, we will make all reasonable attempts to correct the situation in a timely fashion. Simply call our office at (843) 222-0192 to report any concerns you may have.
Linen rental Policies and Procedures
To avoid being charged for damaged linens please be sure to take a moment to read and familiarize yourself (and all guests) with our linen rental policies and procedures.
General information
Each set of sheets consists of a flat sheet, a fitted sheet and two pillow cases, except for twin bed sets which contain only one pillow case.
Towel sets include one bath towel, one beach towel and one wash cloth.
Payment for linen rental is due in full at least 14 days prior to delivery date unless other arrangements have been made by calling our office.
A $60 minimum order is required for linen rental.
Credit card payments can be made by phone at (843) 222-0192 or online.
Customers placing orders via Postal Mail should ensure that a completed Linen Rental Form, full payment and a $50 refundable damage deposit are mailed no later than three weeks prior to your arrival date unless other arrangements have been made by calling our office.
Checks or money orders should be made payable to: A2Z Cleaning & Linen Services . and mailed to:Po Box 1562 Pawleys Island, SC 29585.
No refunds are available for cancellations or lost and stolen linens
Routine pick-up and delivery of orders will occur daily from 10 am to 5 pm.
A $35.00 fee will be added to the balance due for any order requested outside the routine time frame for delivery.
Day of Arrival
All linens will be dropped off outside your vacation home in a discreet location (e.g., near the front door, on the deck, etc.) noticeable to customers upon arrival but away from foot traffic on the street. In the
event of inclement weather, all orders will be left in a sheltered area (e.g., covered outside shower). All drop off locations and delivery times are recorded for tracking purposes.
Orders will be delivered in brightly colored linen bags.
Customers unable to locate their bag(s) upon arrival should contact our office immediately via phone to inquire about their order/delivery status. Our numbers are: (843) 222-0192 and (843) 655 -5024.
In the event there is a mistake with an order, customers should contact our office via phone prior to 5 pm on the day of arrival.
Customers arriving on Saturday and unable to report mistakes by 5 pm may also call between 7 am and 9 am on Sunday. After 9 am Sunday, the grace period to report any mistakes with orders delivered on Saturday will expire.
A copy of these Policies and Procedures will be provided with each order. Please be sure all guests have read and understand these instructions.
Multiple Week Orders
Typically, the change out day for customers with multiple week orders is Saturday. If you would prefer a different day, please notify us when placing order. Customers not requiring a change out will only be charged 50% of first week for subsequent weeks.
Customers must return all linens from the prior week during a change out, otherwise additional charges will be incurred for missing items. Additional charges will also be incurred for any damaged linens.
Professionally Made Beds
You may choose to have your beds professionally made prior to your arrival. This deluxe service is available for our featured properties and other properties that we have access to. To see if your order qualifies, please call our office. If you are renting one of these properties you may select this option on your order form.
During Your Stay
Customers and their guests are expected to treat the linens appropriately. The condition of all linens must be maintained in the same manner as provided. Any damage (e.g., rips, burns, untreatable stains, etc.) will result in a charge to your deposit or to your credit card for the full replacement value of item(s).
Please do not use your linens to remove makeup, clean up spills, or for any other purpose that may cause irreversible staining or damage.
If customers need to launder linens while in their possession, please only use over the counter detergents and softeners. Do not use any products containing bleach.
Extended Stays
The cost for customers extending vacations beyond one week and maintaining possession of linens will be prorated by the day. Extensions of 3 days or more will be charged 50% of first week’s rate if a change out is not required.
Upon Departure
Customers are responsible to strip all beds (except owner homeowner provided mattress covers), place all linens in the bag(s) provided and ensure the bag(s) are left outside the vacation home available for pick-up in the same location they were found upon arrival by 10 am.
Please pack colored beach towels separately from whites using plastic bags. Please put any wet items in separate plastic bags before adding to linen bags. We appreciate you taking the extra time to help keep our inventory from being damaged.
Linens must be ready and available by 10 am for pick-up on scheduled day of departure or change out. If linens are not available for pick up by 10 am, and a return trip to retrieve linens is necessary, an additional charge of $25 will be posted to the customer’s account.
Customers leaving linens locked inside vacation homes upon departure will be charged an additional cost of $50 for time and labor to gain access to the linens. If we are unable to retrieve linens you will be responsible for full replacement cost of all rented items. This does not apply to our featured properties or properties that we have access to.
Customers will be notified via phone, text or email on the day of departure in the event linens are unable to be located during pick up.
Customers must return all ordered linens upon departure. In the event linens are missing and/or damaged, customers will be notified within seven calendar days of departure, provided with our assessment and charged accordingly.
If you continue with your order you acknowledge and agree to these terms . If you have any questions please feel free to contact us via email or by phone
