Parking – It is the customer’s responsibility to provide suitable parking for our vehicle. Any parking fees or extra charges for carrying equipment long distances will be added to the total bill.
Access and Lifts – For properties above the first floor without lift access, an additional charge will apply due to the heavy weight of the machinery (approx. 70 kg).
Stain Removal Guarantee – We do not guarantee complete stain removal. We use the most suitable solution for each stain, but some stains (e.g., bleach, burns, permanent discoloration) may not be removable.
Drying Time & Ventilation – Carpets may take several hours to dry depending on material and weather conditions. Customers must provide proper ventilation (open windows/doors) to allow drying and prevent odours.
Responsibility Period – We only accept responsibility for issues reported within two days after the job is completed. After this period, we are not liable.
Payment – Payment must be made immediately upon completion of the job, before our technicians leave the property. We accept cash, bank transfer, or card payment. Late payment may incur additional charges.
Furniture Policy – Our technicians will move only light, easily movable furniture (chairs, small tables, etc.). We do not move heavy or valuable items such as wardrobes, beds, pianos, or electronics. Customers are responsible for clearing the area before our arrival.
Cancellations – Bookings cancelled less than 24 hours before the appointment may be subject to a cancellation fee. If our team arrives and cannot access the property, or the job is refused, a call-out fee will apply.
Pre-Cleaning Condition – Customers must ensure the carpet is free of clutter and vacuumed before cleaning (unless vacuuming service is included). Excessive dirt, pet hair, or preparation work may result in additional charges.
Liability – We are not liable for pre-existing damage, wear, or discoloration that becomes visible after cleaning. We are also not responsible for shrinkage or texture changes caused by the carpet’s material or previous treatments.
Customer Property – Customers are responsible for securing valuables and breakables. We are not responsible for damage to items left on the floor or in the cleaning area.
Pets & Children – For safety reasons, pets and children must be kept away from the cleaning area during the service until the carpets are fully dry.
Minimum Charge – A minimum service charge applies to each booking, regardless of the size of the area cleaned.
Re-cleans – If a customer is not satisfied, we may offer a re-clean of the affected area. This must be requested within 48 hours. Beyond this timeframe, additional charges will apply.
Terms of Service – By booking our services, customers agree to follow this policy. Failure to comply may result in refusal of service or extra charges.
Customer Disclosure of Property Condition – Customers must inform us in advance of any unusual conditions in the carpet, flooring, or property (e.g., loose carpet, damaged underlay, leaks, weak floorboards, or wires). If not disclosed, we cannot accept responsibility.
Access to Water & Electricity – Our machines require running water and electricity. The customer must ensure both are available during the service.
Fragile & Delicate Items – We are not responsible for damage to fragile or delicate items (e.g., silk, viscose, antique rugs) if customers do not inform us in advance.
Odours After Cleaning – While cleaning removes dirt and bacteria, it may also release existing odours from deep within the carpet or underlay. Proper ventilation is the customer’s responsibility.
Health & Safety – For safety, our technicians may refuse service if conditions are unsafe (e.g., aggressive pets, hazardous property, blocked access).
Booking Confirmation – A booking is only confirmed once the customer has received written/email/text confirmation from us.
Refunds – Refunds are not issued for services already carried out, but we may offer a re-clean if notified within the responsibility period.
Customer Check & Complaints – At the end of the cleaning, the customer (or representative) must walk through each room with the technician. Any issues should be raised immediately. Complaints after departure are only accepted within two days.
Waiting Time – Our technicians allow up to 15 minutes of waiting time upon arrival. Anything beyond this may result in additional charges or cancellation with a call-out fee.
