About cleaning using the Internet etc.

In recent years, there has been a form of cleaning that uses the Internet or lockers to pick up and deliver laundry. While this form enhances convenience, consultations have been made to the National Consumer Affairs Center of Japan that service users are unable to contact the business operator to make a complaint to the business operator, or not to receive a sufficient explanation of the complaint. Has been sent.

The following precautions must be taken when using these services.

Clarify the business operator responsible for laundry, and specify the name, location, and contact information of the cleaning place where the complaint is filed based on Article 3-2 of the Cleaning Business Law. Also, please take appropriate measures to respond to complaints from consumers.

Unlike other services, cleaning is a service that is not performed in front of consumers, so even if an accident occurs, it is difficult to identify the cause and it is often difficult to resolve it. For this reason, the standard operating terms and conditions in the cleaning industry and the Federation of National Cleaning Health and Hygiene Associations have established cleaning accident compensation standards, except when the business operator proves that an accident has occurred solely due to the negligence of another person, Regardless of whether the cause is in the cleaning work, a negligence estimate has been adopted in which a cleaning company compensates the victim.
However, cleaning using the Internet, etc., it is more difficult to identify the cause than normal cleaning, and even in compensation in the event of an accident, compensation is not adopted, and only if the company is responsible. Some businesses have stipulated the handling of compensation standards may be different.
When using cleaning using the Internet, etc., be sure to check the handling of complaints and accident compensation before using it.

(Reference) Thorough consumer protection in cleaning (Kenei 0724 No. 1 July 24, 2014) (PDF: 56KB)

(Reference) Press release by the National Consumer Affairs Center of Japan regarding the cleaning industry (March 9, 2015) (PDF: 382KB)