Terms and Conditions

General Terms of Use

  1. Service Charges: All services include a call-out fee. Instant quotes are provided over the phone. If a physical inspection is required for an exact quote, a minimum call-out fee applies.
  2. Complaints: Any complaints must be registered within 24 hours of service completion. No complaints will be entertained after this period.
  3. Additional Charges: If we identify additional damage or necessary work during service, extra charges may be applied.
  4. Refund Policy: We at True Carpet Cleaning do not offer refunds.
  5. Photo Documentation: Customers must allow our technicians to take before and after photos of the cleaned items.
  6. Price Changes: Initial quotes provided at booking are subject to change upon inspection.

Booking Cancellation and Amendments

  1. Cancellation/Changes: Customers can cancel or amend bookings by contacting our customer service via phone or email.
  2. Notice Period: Cancellations must be made at least 3 hours before the scheduled service time. Late cancellations may incur a call-out fee.
  3. Rescheduling: No additional charges for rescheduling appointments. However, we reserve the right to cancel or delay services due to unforeseen circumstances.

Access Requirements

  1. Parking: Customers must arrange parking for our vehicle. Parking fees will be added to the invoice. A surcharge may apply if parking is not within a short distance.
  2. Utilities: Access to running water and electricity is required at the property.

Pricing and Quotations

  1. Minimum Charges: The minimum call-out charge is $120, depending on the service type.
  2. Payment Terms: Payments must be made on the same day after service completion. Accepted payment methods include cash, credit cards, and AMEX.
  3. Advance Payment: Full payment is required in advance if the customer will not be present during the service.
  4. Price Adjustments: We reserve the right to adjust prices if the item’s condition differs from the initial description or if additional work is required.
  5. Multi-Storey Access: Additional charges apply for properties on the 2nd floor and above without lift access.

Claims

  1. Complaint Window: Any dissatisfaction must be reported within 24 hours via email.
  2. No Refunds: We do not offer refunds.
  3. Existing Damage: We are not responsible for pre-existing damage that cannot be remedied with our cleaning methods.
  4. No Redo Policy: We do not provide redo services.

Stain Removal

  1. Stain Removal Guarantee: We do not guarantee 100% stain removal. Results depend on stain type, age, and fabric.
  2. Permanent Stains: Some stains, like bleach or dye stains, may not be fully removable.
  3. Stubborn Stains: If stains are too old or stubborn, we will discuss options with the customer before proceeding.
  4. Additional Charges: Heavily stained items may incur extra charges.

Smell and Mould Removal

  1. Smell Removal: Complete smell removal is not guaranteed, though we make every effort to reduce odours.
  2. Mould Removal: We strive to eliminate mould but cannot guarantee 100% removal.

Additional Information

  1. Pricing Variations: Prices may vary based on the size and type of carpet.
  2. Fabric Condition: Carpet cleaning prices depend on fabric condition.

Factors Considered in Booking and Quoting

  1. Material Type: Type of carpet, carpet, or curtain fiber.
  2. Soiling Level: Degree of soiling and staining.
  3. Property Access: Accessibility of the property.
  4. Cleaning History: Time since the last cleaning.
By using our services, you agree to these terms and conditions.