Our Commitment
When Things Go Wrong

1. Purpose

Lorenzo Group Limited ("Lorenzo") offers a high level of service to its customers. The objective of this policy is to establish a system whereby Lorenzo Group Limited compensates the customer for missing, lost or damaged items attributed to bad handling, without prejudice to any right Lorenzo Group Limited will have in defending its position before any court of law and/or arbitration. This policy does not cover, and is not applicable in respect of, claims made by customers on account of opportunity losses or damages, or claims pertaining to reputation loss.

2. Compensation for Missing Items

Where Lorenzo has accepted liability for a missing item, Lorenzo Group Limited will compensate the customer for the value of the item according to the invoice, discounting the following amounts as maximum wear values referring to the date of the invoice:

• Less than one year — 20% of invoice value
• From a year and a day to two years — 40% of invoice value
• From two years and a day to three years — 70% of invoice value
• More than three years and less than five — 75% of invoice value

This invoice-based valuation applies to missing items only.

3. Limit of Liability

In the event that we accept liability for any missing item(s) whilst such item(s) was/were under our possession and control, you hereby irrevocably agree that our aggregate liability in respect of any claim arising out of or in connection with such item(s) shall NOT exceed an amount which is:

• 5 times the amount charged for our services; or
• 80% of the total receipt value

whichever is lower.

4. Compensation for Damaged Items

Where Lorenzo has accepted liability for damage to an item, the compensation amount shall be determined solely by the assessment of Lorenzo's Technical Expert, whose report shall be final and conclusive (see clauses 8 and 17 of our Terms & Conditions). Invoice- or receipt-based valuation does not apply to damage claims.

5. Form of Compensation

All compensation for damaged item(s) is issued exclusively in the form of Lorenzo cleaning vouchers redeemable against our services. Lorenzo Group Limited does not offer cash refunds or monetary payments as compensation.

6. Claims Process

Once the compensation process has begun, the customer has 10 working days to send Lorenzo Group Limited all the documentation deemed appropriate and to facilitate the valuation of the items, in order for us to start the investigation and valuation process.

By default, the compensation will be equal to the amount agreed between Lorenzo Group Limited and the customer. Designer or haute couture items will be subject to expert evaluation.

For missing items, Lorenzo Group Limited shall determine and issue the compensation within ninety (90) days, to allow for a full investigation — including audit and verification of the receipt and assessment of the value of the item at the time of loss.

For damaged items, the claim must be submitted within the reporting window set out in clauses 8 and 17 of our Terms & Conditions, and the compensation shall be determined by the assessment of Lorenzo Group Limited's Technical Expert and issued as a cleaning voucher.

Contact Information

If you have questions about this Compensation Policy or wish to file a claim, please contact us:

• Email: info@lorenzodrycleaners.co.ke
• Phone: 0728 400 200
• Address: Nairobi, Kenya

This policy should be read together with our Terms & Conditions.