General Terms of Use
- Service Charges: All services include a call-out fee. Free quotes are provided over the phone. If a physical inspection is required for an exact quote, a minimum call-out fee applies.
- Complaints: Any complaints must be registered within 24 hours of service completion. No complaints will be entertained after this period.
- Additional Charges: If we identify additional damage or necessary work during service, extra charges may be applied.
- Refund Policy: We at True Carpet Cleaning do not offer refunds.
- Photo Documentation: Customers must allow our technicians to take before and after photos of the cleaned items.
- Price Changes: Initial quotes provided at booking are subject to change upon inspection.
Booking Cancellation and Amendments
- Cancellation/Changes: Customers can cancel or amend bookings by contacting our customer service via phone or email.
- Notice Period: Cancellations must be made at least 3 hours before the scheduled service time. Late cancellations may incur a call-out fee.
- Rescheduling: No additional charges for rescheduling appointments. However, we reserve the right to cancel or delay services due to unforeseen circumstances.
Access Requirements
- 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.
- Utilities: Access to running water and electricity is required at the property.
Pricing and Quotations
- Minimum Charges: The minimum call-out charge is $120, depending on the service type.
- Payment Terms: Payments must be made on the same day after service completion. Accepted payment methods include cash, credit cards, and AMEX.
- Advance Payment: Full payment is required in advance if the customer will not be present during the service.
- 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.
- Multi-Storey Access: Additional charges apply for properties on the 2nd floor and above without lift access.
Claims
- Complaint Window: Any dissatisfaction must be reported within 24 hours via email.
- No Refunds: We do not offer refunds.
- Existing Damage: We are not responsible for pre-existing damage that cannot be remedied with our cleaning methods.
- No Redo Policy: We do not provide redo services.
Stain Removal
- Stain Removal Guarantee: We do not guarantee 100% stain removal. Results depend on stain type, age, and fabric.
- Permanent Stains: Some stains, like bleach or dye stains, may not be fully removable.
- Stubborn Stains: If stains are too old or stubborn, we will discuss options with the customer before proceeding.
- Additional Charges: Heavily stained items may incur extra charges.
Smell and Mould Removal
- Smell Removal: Complete smell removal is not guaranteed, though we make every effort to reduce odours.
- Mould Removal: We strive to eliminate mould but cannot guarantee 100% removal.
Additional Information
- Pricing Variations: Prices may vary based on the size and type of carpet.
- Fabric Condition: Carpet cleaning prices depend on fabric condition.
Factors Considered in Booking and Quoting
- Material Type: Type of carpet, carpet, or curtain fiber.
- Soiling Level: Degree of soiling and staining.
- Property Access: Accessibility of the property.
- Cleaning History: Time since the last cleaning.