Who provides the service
The service is provided by Cleanomar, razvoj informacijske tehnologije, Jan Gale s.p., Liparjeva cesta 18, 1234 Mengeš, Slovenia, registration number 7558309000, tax number 36972380. You can reach us at [email protected].
By placing an order you accept these terms. If you order at a partner accommodation, any separate arrangement between us and the property applies to the property; these terms apply to you as the guest.
The service
CleanOmar collects, cleans and returns laundry in the Ljubljana area. The core service is wash and fold; where offered, additional services such as ironing, dry cleaning and rug cleaning can be added to an order.
Orders are placed through our website, through a QR code at partner accommodations, or as a direct order to an address within our service area. Every order receives a personal tracking link that shows its progress from collection to return.
We may decline or limit an order that falls outside our service area, exceeds our capacity, or contains items unsuitable for the requested treatment. If we decline an order, you are told before anything is charged.
Orders and pricing
The price shown at booking is an estimate based on the laundry amount you select. The final price is calculated from the dry weight of your laundry under the bag pricing published at the time of booking — a bag price covering the included weight, plus the published per-kilogram rate for every kilogram above it — with collection and return included. If the weighed price would exceed the cap shown at booking, nothing is charged until you approve it.
Some return windows carry a small early-return surcharge when the time between collection and return is unusually short. The surcharge is always shown on the time slot before you select it, is fixed at booking, and appears as its own line in your final price.
The rate you book at is locked to your order. If our published prices change after you book, your order is still charged at the old rate if that is lower.
Nothing is charged when you place an order. We tell you the exact price after weighing, before any payment is taken.
Payment
Payments are processed by Stripe. Card details go directly to Stripe; we never see or store card numbers.
When you pay online, your card is saved at checkout and charged only after your laundry has been weighed and the final price is known. At partner accommodations that offer it, you can instead pay at the property. Account customers can also choose cash or card on delivery, where offered.
Referral credit on your account is applied to the final price automatically. Credit has no cash value and cannot be paid out.
Collection and return
You choose a collection window and a return window during checkout. Each window can be booked until 2 hours before it starts, so same-day collection is available until 16:00; handoff instructions depend on the location you select.
Typical turnaround is 24 hours. If anything delays your order, we tell you through your tracking link or the contact you provided.
If a collection or return cannot be completed as planned, we contact you and arrange a new time. If we cannot reach you after a failed return, we store your items safely for 30 days from the first return attempt. Items still unclaimed after that period may be donated to charity.
Cancelling and changing an order
You can cancel an order free of charge any time before the courier collects your laundry. While the order is awaiting confirmation you can cancel it yourself in the app; after that, write to us or use the contact options in your tracking link and we will cancel it for you.
If we are unable to perform a confirmed order, we cancel it and nothing is charged. Anything already charged in error is refunded.
Care of your items
Every order is washed and dried as its own load. We follow care labels; for items without labels we use our best professional judgment, and you accept the outcome of cleaning label-less or mislabelled items.
Delicate or high-value items such as leather, fur, silk or formal wear are not part of the standard wash-and-fold service and are treated only by prior agreement.
Please empty pockets before collection. We are not responsible for items left in pockets or for damage such items cause to the load.
We may refuse items that are contaminated with hazardous substances or soiled beyond what normal laundering can handle. Where possible we discuss it with you first.
Complaints, re-cleaning and compensation
If you are not satisfied with the result, tell us and we will re-clean the affected items free of charge.
Report damage or loss as soon as you notice it, and any complaint at the latest within 8 days of the return, to [email protected] or through your tracking link. We respond within 24 hours.
If an item is damaged or lost through our fault, we compensate its current value, taking its age and condition into account. Proof of value, such as a receipt, helps us resolve the claim quickly. Your statutory warranty rights under Slovenian consumer law remain unaffected.
Right of withdrawal
By booking a collection you ask us to start performing the service. Under Slovenian consumer law the statutory right of withdrawal for services lapses once the service has been fully performed. Until collection you can always cancel free of charge as described above.
Disputes and governing law
These terms are governed by the law of the Republic of Slovenia. Please raise any dispute with us first at [email protected]; almost everything can be resolved directly.
In line with the Slovenian act on out-of-court resolution of consumer disputes, we do not recognise a specific provider of out-of-court consumer dispute resolution. The European Commission's online dispute resolution platform is available at ec.europa.eu/odr.
For court proceedings, jurisdiction follows Slovenian law, including the rules that protect consumers.
Changes to these terms
We may update these terms; the current version is always published here with its date. An order is governed by the terms in force when it was placed.