Hunan Province "Management and Service Standards for the Laundry Industry"

1. Scope
This standard specifies the terminology and definitions, management requirements, quality requirements, quality responsibilities, and handling methods for the laundry industry.
This standard applies to enterprises engaged in clothing washing, ironing, dyeing, mending, as well as maintenance services for leather products and fur clothing within Hunan Province.
2 Normative References
The provisions in the following documents become provisions of this standard through reference. For dated references, all subsequent amendments (excluding errata) or revised editions do not apply to this standard; however, parties agreeing based on this standard are encouraged to consider using the latest versions of these documents. For undated references, the latest version applies to this standard.
GB 4287 Textile Dyeing and Finishing Industry Wastewater Pollutant Discharge Standard
GB 8978 Comprehensive Wastewater Discharge Standard
GB16204 Tetrachloroethylene Hygiene Standard in Workshop Air
SB/T 10271-1996 Professional Conditions and Technical Requirements for Laundry and Dyeing Enterprises Opening
Ministry of Commerce, State Administration for Industry and Commerce, Environmental Protection Administration (2007) "Laundry Industry Management Measures"
 
3. Terms and Definitions
 
The following terms and definitions apply to this standard.
3.1 Laundry and Dyeing Industry
Refers to the industry engaged in services such as washing, ironing, dyeing, mending of clothing, and cleaning and maintenance of leather products and fur clothing.
3.2 Fully Enclosed Dry Cleaning Machine
Refers to a dry cleaning machine that uses tetrachloroethylene or petroleum-derived solvents as dry cleaning solvents, equipped with a solvent recovery refrigeration system, where gases inside the machine and workplace do not exchange during deodorization, and exhaust gases are not directly discharged.
3.3 Open-type Dry Cleaning Machine
Refers to a dry cleaning machine that uses tetrachloroethylene or petroleum-derived solvents as dry cleaning solvents, employs a water-cooled recovery system, and before opening the loading door, discharges the solvent vapor mixture inside the machine by drawing in fresh air for deodorization.
3.4 Dyeing
Refers to the re-dyeing or color-changing services for garments provided by laundry and dyeing shops.
4. Management Requirements
4.1 Business Premises
4.1.1 The opening conditions of laundry industry enterprises shall comply with the provisions of SB/T10271-1996.
4.1.2 The decoration of business premises shall be elegant and neat, with clear and standardized signage; indoor ventilation shall be good and equipped with ventilation facilities.
4.1.3 The business premises shall be tidy and clean, equipped with dedicated clothing storage facilities and counters for receiving and delivering clothes.
4.1.4 Business licenses, service price lists, professional qualification certificates, customer notices, complaint handling units and phone numbers shall be displayed prominently in the business premises.
4.2 Equipment and Facilities
4.2.1 Newly opened dry cleaning enterprises shall use fully enclosed dry cleaning machines with solvent purification and recovery.
4.2.2 Operating dry cleaning enterprises using open-type dry cleaning machines shall replace them with fully enclosed environmentally friendly dry cleaning machines or convert them into fully enclosed dry cleaning machines as required.
4.2.3 Enterprises shall use dedicated washing equipment and wastewater treatment equipment.
4.2.4 Washing and dry cleaning enterprises shall have various professional ironing equipment.
4.2.5 Laundry and dyeing enterprises shall not use dry cleaning solvents that do not comply with national regulations and shall comply with Article 7 of the "Laundry Industry Management Measures."
4.2.6 Washing enterprises shall have dedicated packaging and dedicated transport vehicles for linens.
4.3 Practitioners
4.3.1 Practitioners engaged in washing and dry cleaning must undergo corresponding professional training and obtain the relevant national vocational qualification certificates before employment.
4.3.2 The laundry worker professional qualification is divided into five levels: Junior Laundry Worker (National Vocational Qualification Level 5), Intermediate Laundry Worker (Level 4), Senior Laundry Worker (Level 3), Laundry Technician (Level 2), and Senior Laundry Technician (Level 1).
4.3.3 Practitioners shall meet the following basic requirements:
a) Uphold professional ethics, be familiar with and comply with national laws and internal enterprise regulations;
b) Reception staff shall speak Mandarin and treat customers politely and courteously;
c) Behave properly, dress neatly, and wear a work ID badge;
d) Be in good health, free of infectious diseases, and hold a health certificate to work;
e) Other aspects not mentioned in this standard shall comply with the requirements of 4.4.2 in SB/T 10271-1996.
4.4 Operation
4.4.1 Enterprises shall establish various systems and service standards for each job type, maintain ledgers, and have complete business process records.
4.4.2 Enterprises shall clearly indicate service items, charging standards, and delivery time limits.
4.4.3 Laundry enterprises shall adhere to the principle of honesty and trustworthiness and shall not engage in the following violations:
a) Operating beyond the business scope or conducting washing, ironing, dyeing, mending, and other businesses without a license;
b) Passing off "water washing" as "dry cleaning";
c) Providing washing and dyeing services using counterfeit and inferior dry cleaning equipment.
4.4.4 Garment Reception
4.4.4.1 When receiving consumers' garments, washing enterprises should carefully listen to consumers' specific requirements regarding washing, dyeing, ironing, and mending, and provide truthful and clear answers to consumers' questions or inquiries.
4.4.4.2 When receiving garments, washing enterprises should check whether there are any leftover items in the garment bags, whether accessories and decorations are complete, and the condition of damage and cleanliness of the garments.
4.4.4.3 Washing enterprises should remind consumers to remove easily damaged, easily corroded, and valuable accessories or attachments for safekeeping, and note this on the laundry receipt, with the consumer's signature for confirmation.
4.4.4.4 For stains that are confirmed to be impossible to remove, washing enterprises should negotiate with consumers to confirm the possible washing effect, note it on the laundry receipt, and provide washing services only after consumer approval.
4.4.4.5 For garments such as blood-stained clothes that may harm others' health, consumers should be clearly informed that washing services cannot be provided.
4.4.4.6 For garments requiring value-preserving fine washing, both parties should make a value-preserving fine washing agreement on the basis of equality and voluntariness, charge the value-preserving fine washing fee according to the agreed price for the garments, and the fee shall not exceed 50% of the market price of the garments.
4.4.4.7 Washing enterprises should have dedicated personnel responsible for inspecting the quality of washing and dyeing, strictly implement the handover procedures of each process, and maintain good garment storage conditions to prevent loss or damage.
4.4.4.8 Washing enterprises should set up separate areas for dirty and clean garments, placing them separately.
4.4.4.9 Washing enterprises should use a dedicated "Laundry Receipt" when receiving or delivering garments.
4.4.5 Delivery
4.4.5.1 Washing and drying should not exceed five days, single ironing not more than three days, dyeing not more than seven days, mending not more than ten days, leather clothing not more than fifteen days; special requirements can be separately agreed upon by both parties.
4.4.5.2 Washing enterprises should deliver within the stipulated or pre-agreed time with customers. If delivery is late, compensation of 1 yuan per item per day should be given to the customer.
4.4.5.3 Customers should pick up garments within the stipulated or pre-agreed time with the washing enterprise. If not picked up within 15 days overdue, the washing enterprise may charge a storage fee of 1 yuan per item per day; if not picked up within 90 days overdue, the enterprise is not responsible for storage and should note this on the laundry receipt.
4.5 Safety, Environmental Protection, and Hygiene
4.5.1 Equipment and facilities should have safety protection devices.
4.5.2 Machinery, electrical appliances, and pressure vessels must pass safety tests by relevant departments and meet safety regulations.
4.5.3 Appropriate fire prevention and anti-theft measures should be in place, with specially trained full-time or part-time safety officers.
4.5.4 Sewage discharge should comply with GB4287 and GB8978 standards.
4.5.5 The tetrachloroethylene content in business premises should meet the requirements of GB16204.
4.5.6 Washing enterprises using petroleum dry cleaning solvents should have strict fire safety measures.
4.5.7 Textiles that have been washed and disinfected should meet relevant national hygiene standards.
4.5.8 The use of washing products that are not approved by the state for production and sale and are harmful to human health is prohibited.
5 Quality Requirements
5.1 Water Washing
5.1.1 After washing, garments of various different textures should be clean in all parts, with no color transfer, no color mixing, no obvious stains (except for stubborn stains noted on the receipt), and no damage.
5.1.2 Washed garments should be neat and soft, and white garments should not yellow.
5.1.3 Washed bedding should be clean without stains or marks (except for stubborn stains noted on the receipt), without damage or loose threads, edges neatly ironed and mended, fasteners and straps functioning properly, and white bedding should not yellow or gray.
5.1.4 Washed towel textiles should be clean without obvious marks, mending should be neat and tidy without fraying or broken yarns, with a soft hand feel and bright colors.
5.2 Dry Cleaning
In addition to meeting water washing quality requirements, it should also achieve:
a) Garments do not discolor, fade, or deform;
b) Buttons, lining, and other garment accessories are not damaged or deformed;
c) Ironing is flat, crisp, collar corners symmetrical, edges neat, whole garment smoothly ironed, and aesthetically pleasing;
d) Lower garments should be ironed on all four sides, with no wrinkles on both sides, neat and beautiful.
5.3 Leather Garment Cleaning and Maintenance
5.3.1 After cleaning and maintenance, leather garments should have a natural, soft luster, and the color should basically match the original leather (except for color changes or other customer requirements).
5.3.2 The hand feel should be full, soft, and elastic, without stickiness or odor.
5.3.3 The coating layer of smooth leather should be firm and uniform, with no peeling, cracking, brush marks, stains, color spots, new cracks, exposed base, broken threads, or similar defects in any part.
5.3.4 The nap of suede leather should be even and fine, with no residual or new obvious pressure marks, severe oil spots, fish eyes, exposed base, or similar defects.
5.3.5 The lining should be free of damage and color transfer; buttons and decorations should remain intact.
5.4 Dyeing
Before dyeing clothes, stains must be removed, and de-sizing or color stripping treatment should be performed; the dyed clothes should have firm color, pure and natural hue, uniform overall color, full chroma, and meet the color chart requirements previously specified by the consumer.
5.5 Mending
The raw materials used for mending clothes should basically match the texture, color, and specifications of the mended area; the surface of the mended fabric should be flat, the mending firm, and the appearance good.
 
6 Quality Responsibility and Handling Methods
6.1 Responsibility Analysis
If the washed and dyed clothes (or linens) fail to meet the washing and dyeing quality requirements or do not conform to the prior agreement with the consumer, the cause must first be analyzed to determine responsibility. If caused by the washing enterprise, it should provide reprocessing or refund the washing and dyeing fee according to the situation. If the clothes (or linens) are severely damaged, unusable, or lost, appropriate compensation should be given; if caused by the quality problem of the customer's clothes themselves or confirmed not to be the washing enterprise's responsibility, no compensation will be made.
6.2 The washing enterprise shall bear compensation responsibility in cases including:
a) Violating operating procedures by not following washing processes;
b) Washing not according to care labels;
c) Dry cleaning when water washing is required or water washing when dry cleaning is required;
d) Washing quality not meeting customer requirements (based on laundry receipt records);
e) Clothes (or linens) lost or mixed up;
f) Quality issues not properly recorded due to careless inspection upon receiving clothes (or linens);
g) Quality problems caused by other faults during the washing process.
6.3 The washing enterprise shall not bear compensation responsibility in cases including:
a) Natural wear and fading of clothes (or linens);
b) Bubbling or delamination of adhesive interlining (before or after washing);
c) Misleading caused by incorrect care labels (the washing enterprise is responsible for providing materials to assist customers in claiming from manufacturers or dealers);
d) Quality problems that were informed to customers in advance (based on laundry receipt records);
e) Stubborn stains that cannot be completely removed and were informed to customers in advance (based on laundry receipt records);
f) Quality problems appearing after normal washing of counterfeit or substandard items;
g) Customers not inspecting washed clothes (or linens) on the spot or raising objections after leaving the counter without prior objection;
h) Other quality problems caused by the inherent quality issues of clothes (or linens).
6.4 Handling Methods
6.4.1 Both parties should negotiate fairly and reasonably.
6.4.2 Apply for mediation from industry associations, consumer associations, and other relevant departments.
6.4.3 File a lawsuit with the people's court and have the judicial authority make a judgment.
6.5 Compensation Calculation Method
6.5.1 For high-end clothing valued over 2000 yuan, insured premium cleaning can be carried out according to customer requirements. If damage or loss is caused by the operator's responsibility; or if professional technical appraisal shows the washing and dyeing quality standards are not met and the original quality of the clothes is directly affected and cannot be restored, the washing enterprise shall fully compensate based on the agreed price of the clothes at the time of receipt, and the original clothes shall belong to the washing enterprise.
6.5.2 For non-insured services, if damage or loss is caused by the washing enterprise's responsibility, compensation shall be made at a discounted price based on the purchase time and price indicated on the purchase receipt. For clothes purchased over six months ago, the annual depreciation rate is 20% (less than one year is calculated as one year), increasing year by year, but the depreciation rate shall not exceed 70%.
6.5.3 If the purchase receipt cannot be provided and the value of the clothes was not stated before washing, compensation can be made based on the item name recorded on the receipt and market price with depreciation. If local market reference is not available and item name, specifications, and condition are not indicated, compensation shall not exceed 20 times the washing fee. The compensated damaged clothes shall belong to the washing enterprise; if the consumer requests, the compensation amount can be reduced by 30%.
6.5.4 If damage or loss of a single piece in a suit is caused by the washing enterprise's responsibility, compensation is made only for the single piece, with a 6:4 ratio for jacket and pants; if the entire suit is damaged or lost, compensation is made for the whole set.
6.5.5 If damage or loss of clothing accessories or ornaments caused by the washing enterprise's responsibility does not affect normal wear, the washing enterprise should mainly repair and compensate up to 10 times the washing fee; if it affects normal wear, compensation shall be made according to 6.5.2.