Terms & Conditions

These Terms and Conditions apply to services quoted, booked or provided by Carpet Clinic - Cleaner Carpets, Healthier Spaces.

By accepting a quotation, confirming a booking, or authorising us to commence work after being given a reasonable opportunity to review these Terms and Conditions, you agree to these Terms and Conditions.

Where a quotation or booking confirmation contains terms specific to a particular job, those terms also form part of the agreement.

1. Our services

We provide professional cleaning services including:

• Carpet cleaning
• Upholstery cleaning
• Rug cleaning
• Mattress cleaning
• Stain treatment
• Pet stain and odour treatment
• End of lease carpet cleaning
• Other related cleaning services specifically agreed with the customer

The areas, items and services included in your booking are those stated in your quotation, booking confirmation or otherwise agreed before work begins.

Unless specifically agreed, our services do not include carpet repair, carpet re-stretching, re-dyeing, flooring replacement, furniture repair, structural work or correction of manufacturing or installation defects.

2. Quotations and pricing

Quotes are based on the information reasonably available to us at the time, including information supplied by the customer, photographs, measurements and any inspection undertaken.

If the size, condition, access requirements or scope of work is materially different from the information provided when the quotation was prepared, we will discuss this with you before undertaking additional chargeable work.

Additional services requested during an appointment may incur an additional charge. Any additional charge will be discussed with you before that work proceeds.

Where prices are quoted to residential consumers, prices will include GST where applicable.

3. Access to the property

The customer must provide reasonable and safe access to the property and the areas being cleaned.

Where applicable, the customer is responsible for arranging access to:

• Apartment buildings
• Common property
• Lifts
• Loading areas
• Secure car parks
• Building entry systems
• Parking or loading locations
• Water and electricity

Where the customer is not the property owner, the customer confirms that they have authority to arrange the service.

For strata and apartment properties, customers are responsible for obtaining any required building permissions, lift bookings or access approvals.

If access conditions materially affect our ability to provide the agreed service, we will discuss the available options with you.

4. Preparing for your appointment

Before our arrival, customers should:

• Remove fragile, valuable, sentimental and breakable items from the work area
• Pick up small items from floors where reasonably practical
• Advise us of known damage, unusual staining or problem areas
• Advise us of particularly valuable or delicate items
• Provide reasonable access to the areas being cleaned
• Keep pets and young children safely away from equipment and work areas

We take reasonable care when working around furniture, walls, skirting boards, flooring, stairs, doorways and other surfaces.

5. Pre-cleaning inspection

Before cleaning, we may visually inspect the areas or items to be treated.

This may identify conditions including:

• Existing staining
• Excessive wear
• Fibre damage
• Colour loss or fading
• Burns or tears
• Loose seams
• Delamination
• Pile distortion
• Previous cleaning damage
• Pet contamination
• Odours
• Moisture damage
• Damaged backing
• Dye instability
• Installation problems

A visual inspection cannot necessarily identify hidden defects or conditions beneath carpet, rugs, upholstery, backing, underlay or flooring.

If we identify a condition that may materially affect the result or create an unreasonable risk of damage, we may discuss the issue with you before proceeding, modify the proposed treatment or decline to clean the affected item.

6. Cleaning results

We aim to achieve the best reasonable cleaning result for the item and its condition.

Cleaning cannot reverse physical wear, fibre damage, fading or other permanent deterioration.

Results may be affected by factors including:

• Fibre type
• Construction
• Age
• Wear
• Previous cleaning
• Previous stain treatments
• Chemical damage
• Sunlight exposure
• Dye loss
• Contamination
• Maintenance history
• Backing and underlay condition

Some areas that appear dirty may actually be worn, faded or permanently damaged.

Cleaning cannot replace missing dye, rebuild worn fibres or restore physically damaged carpet pile.

Unless specifically confirmed by us in writing, statements about an expected result are professional assessments rather than guarantees of a particular cosmetic outcome.

7. Stain treatment

We use professional stain treatment products and methods selected according to the material, stain and information available to us.

Complete stain removal cannot be guaranteed.

The final result may be affected by:

• The substance involved
• How long the stain has been present
• Fibre type
• Dye loss
• Bleaching
• Chemical reactions
• Heat damage
• Permanent fibre damage
• Previous cleaning attempts
• Products previously applied to the area

Where practical, we will explain the likely result before or during treatment.

8. Pet stains and odours

Pet urine and other biological contamination can penetrate beyond the visible carpet fibre into carpet backing, underlay, flooring and other materials beneath the surface.

The result achievable through cleaning and treatment depends on factors including:

• The age of the contamination
• Repeated contamination of the same area
• Depth of penetration
• Carpet construction
• Backing and underlay
• Subfloor contamination
• Previous treatments
• Environmental conditions

Where contamination extends beyond the materials we are able to treat, complete removal of staining or odour may not be possible.

Further treatment, underlay replacement, carpet replacement or treatment of the underlying structure may sometimes be necessary.

We do not guarantee complete elimination of pet odours or staining where contamination extends beyond the areas capable of being effectively treated.

9. Wool, rugs and delicate materials

Wool, natural fibres, rugs and certain upholstery fabrics may require specialised assessment and cleaning methods.

Factors we may consider include:

• Fibre composition
• Construction
• Dye stability
• Backing
• Fringe condition
• Existing wear or damage
• Previous treatments
• Shrinkage risk

Where we reasonably believe an item cannot be safely cleaned using an appropriate on-site process, we may decline the work or recommend that the item be referred to an appropriate specialist.

Pre-existing dye instability, weakened fibres, damaged backing or manufacturing issues may become more apparent during or after cleaning.

10. Furniture

The amount of furniture moving included in a service depends on the quotation, the work required and whether the item can be safely moved.

We may move light furniture where it can reasonably and safely be moved.

For safety and damage prevention reasons, we may decline to move items including:

• Pianos
• Very heavy furniture
• Large cabinets
• Entertainment units
• Mechanised or storage beds
• Antiques
• Fragile furniture
• Particularly valuable items

Where furniture is returned to damp carpet, protective tabs or blocks may be placed beneath furniture where appropriate.

These should remain in position until the carpet is completely dry.

11. Equipment and hose access

We use professional cleaning equipment selected according to the property, access conditions and cleaning requirements.

This may include truck-mounted hot water extraction equipment or professional portable extraction equipment.

Where truck-mounted equipment is used, hoses may need to be routed through entrances, hallways, stairways or other appropriate access points.

Portable equipment may be used where vehicle access, apartment access, secure parking arrangements or property configuration makes this more suitable.

Customers and occupants should take reasonable care around hoses, equipment and temporarily damp surfaces while work is being carried out.

12. Drying times

Any drying time provided by us is an estimate.

Actual drying times vary depending on factors such as:

• Humidity
• Weather
• Temperature
• Ventilation
• Air movement
• Fibre type
• Carpet or fabric construction
• Cleaning requirements
• Contamination level

Customers should follow any aftercare instructions provided.

Where appropriate, good ventilation and airflow can assist drying.

Extra care should be taken when walking from damp carpet onto smooth flooring because footwear may become slippery.

13. Pets and children

Pets must be kept safely away from the immediate work area while equipment, hoses and cleaning products are being used.

Children should also be supervised and kept clear of operating equipment, hoses and freshly cleaned surfaces.

If an animal presents a safety risk or prevents the work from being carried out safely, we may pause the service until the animal is secured.

If the work cannot safely continue, the appointment may need to be rescheduled.

14. Cancellation and rescheduling

We understand that plans sometimes change.

Customers should provide at least 24 hours' notice where reasonably possible when cancelling or rescheduling an appointment.

Where less than 24 hours' notice is provided, a reasonable cancellation fee may apply only where the fee has been disclosed to the customer when the booking is made.

Where we attend a confirmed appointment but cannot commence work because reasonable access has not been provided or because of another circumstance within the customer's control, a reasonable call-out fee may apply where this was disclosed before the appointment.

No cancellation fee will apply where we cancel or reschedule the appointment.

15. Unsafe working conditions

We may decline, suspend or stop work where we reasonably believe conditions create an unacceptable safety risk.

This may include:

• Aggressive animals
• Unsafe electrical conditions
• Suspected asbestos disturbance
• Structural hazards
• Unsafe access
• Sewage contamination
• Hazardous substances
• Uncontrolled water ingress
• Threatening or abusive behaviour

Where practical, we will explain the issue and whether the service can proceed once the problem has been addressed.

16. Payment

Payment is due on completion of the service unless otherwise agreed in writing before the appointment.

Available payment methods will be advised when booking or when payment is requested.

Where we have specifically agreed to provide services on account or have issued an invoice with a later due date, payment is due by the date shown on that invoice.

Where an account remains overdue, we may suspend future services until outstanding amounts have been paid.

Reasonable recovery costs may be sought where those costs are legally recoverable and have actually been incurred.

17. Card payments

Where a card payment surcharge applies, the surcharge will be disclosed before payment.

Any card surcharge imposed will comply with the payment surcharge requirements applying at the time of the transaction.

18. If you are not happy with the service

Customer satisfaction is important to us.

If you believe there is a problem with our workmanship, please contact us as soon as reasonably possible, preferably within 48 hours of the service, so that we can investigate the issue promptly.

Where appropriate, we may inspect the affected area and take reasonable steps to rectify a workmanship-related problem.

The request to contact us promptly does not remove or restrict any rights or remedies available to you under the Australian Consumer Law.

19. Photographs

We may take photographs before, during or after a service where reasonably necessary for:

• Recording pre-existing conditions
• Documenting stains or damage
• Recording treatment results
• Job records
• Quality assurance
• Responding to a customer query or dispute

Photographs that identify a customer, identifiable private information or a property address will not be published for advertising or promotional purposes without appropriate permission.

We may ask separately for permission to use photographs of completed work for marketing, portfolio, social media or website purposes.

20. Pre-existing damage and conditions

To the extent permitted by law, we are not responsible for loss or damage arising solely from a pre-existing defect, condition, deterioration or damage that was not caused by our failure to exercise reasonable care and skill.

Examples may include pre-existing:

• Fibre damage
• Dye loss
• Bleaching
• Deterioration
• Delamination
• Weakened backing
• Installation defects
• Loose seams
• Wear
• Chemical damage
• Manufacturing defects
• Moisture damage
• Fading

Nothing in this section excludes responsibility that cannot legally be excluded.

21. Australian Consumer Law

Our services come with rights and guarantees under the Australian Consumer Law where that law applies.

Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

22. Events outside our reasonable control

Occasionally an appointment may be delayed, rescheduled or unable to proceed because of circumstances outside our reasonable control.

Examples may include:

• Severe weather
• Flooding
• Major traffic disruption
• Road closures
• Illness
• Vehicle breakdown
• Unexpected equipment failure
• Power or water outages

Where this occurs, we will make reasonable efforts to contact you and arrange another suitable appointment.

A customer will not be charged a cancellation fee because we are unable to attend the agreed appointment.

23. Complaints and disputes

If you have a concern about a service, please contact us so that we have a reasonable opportunity to understand and address the issue.

Where possible, both parties should make reasonable efforts to resolve a dispute directly before commencing formal proceedings.

Nothing in this section prevents either party from exercising any legal right or contacting an appropriate consumer protection body, tribunal or court.

24. Website content and intellectual property

The content of this website, including the text, photography, illustrations, logos, brand name, colour scheme, layout and design, is owned by us or by our licensors.

The photographs of Sydney properties and streetscapes used throughout this website are the copyright of Adam Davidson and are used by us under licence.

You may view this website and print or download extracts for your own personal, non-commercial reference, such as a copy of a quotation or of these Terms and Conditions.

You may not reproduce, republish, distribute, sell, adapt or use any part of this website for commercial purposes without our prior written permission. This includes copying our photography or written content for use on another website, in advertising, or in a listing or directory.

Nothing on this website transfers any ownership or licence in our intellectual property to you.

If you would like to use any of our content, please ask. Requests can be sent to bookings@carpetclinic.com.au and we will usually be happy to discuss it.

25. Governing law

These Terms and Conditions are governed by the laws applicable in New South Wales, Australia.

Nothing in these Terms and Conditions limits rights arising under applicable Commonwealth or New South Wales legislation.

26. Changes to these terms

We may update these Terms and Conditions from time to time.

Updated terms will apply to future bookings after publication.

Terms applying to an existing confirmed booking will not be changed retrospectively without the agreement of the customer.

Acceptance

By accepting a quotation, confirming a booking, or authorising us to commence the agreed service after being provided with reasonable access to these Terms and Conditions, you acknowledge that you accept these Terms and Conditions.