Terms and Conditions

Welcome to Master Carpet Cleaning! Please review the following terms and conditions carefully before using our services.

General Terms of Service

  1. Service Inclusions: All our services include call-out charges.
  2. Free Quotes: Free quotes are available over the phone. For on-site quotations, a minimum call-out fee applies.
  3. Complaints: We accept service-related complaints within 24 hours of completion.
  4. Additional Charges: Any additional work or damage discovered during service may result in extra charges.
  5. Before and After Photos: Customers must allow our technicians to take photos of cleaned items.
  6. Curtain Shrinkage: We do not guarantee curtain shrinkage in curtain cleaning services.
  7. Pricing: Quoted prices for cleaning services may vary upon inspection.
  8. Storage: Free storage is available for up to 21 days after cleaning notification. Storage charges may apply thereafter.

Booking Cancellation and Amendments

  1. Cancellation: Cancellations must be made at least 24 hours before the scheduled service time to avoid a call-out fee.
  2. Late Cancellation: Cancellation upon technician arrival incurs a call-out fee.
  3. Rescheduling: No additional charges for changing appointment date and time.
  4. Company’s Right: We reserve the right to cancel unsecured service appointments or reschedule due to unforeseen circumstances.


  1. Parking: Customers must arrange parking for our vehicles, with parking costs added to the invoice.
  2. Utilities: Technicians require access to running water and electricity on-site.

Pricing and Quotations

  1. Minimum Charges: Minimum call-out charges is $150.
  2. Duct Cleaning: Minimum call-out fee for duct cleaning depends on distance and premises.
  3. Payment: Payment is due upon service completion and can be made in cash, credit cards, or AMEX cards.
  4. Advance Payment: If the customer is not present at the service location, full payment must be made in advance.
  5. Price Adjustments: Prices may change if item conditions differ from the booking description or if additional work is requested.
  6. Access Charges: Additional charges may apply for inaccessible premises above the 2nd floor without lift access.


  1. Work Validity: Claims regarding our work must be made within 24 hours of service completion.
  2. Damage Responsibility: We are not responsible for damage that cannot be restored or repaired using our regular cleaning methods.

Stain Removal

  1. Stain Guarantee: We do not guarantee 100% stain removal, as it depends on stain type, age, and fabric.
  2. Permanent Stains: Certain stubborn stains may be permanent, such as bleach, ammonia, acid, grease, and high-alkaline stains.
  3. Sun Damage: Sun-damaged or discolored items can be cleaned but not guaranteed for stain restoration.
  4. Attempted Treatments: We need to know prior stain removal attempts to assess results.
  5. Old and Stubborn Stains: For very old and stubborn stains, we may lighten them with customer approval and additional charges.

Smell and Mould Removal

  1. Smell Guarantee: We do not guarantee 100% smell removal.
  2. Mould Guarantee: We try our best to remove mould but do not guarantee 100% removal.

Pest Control Services

  1. Customer Absence: Customers must leave the property for at least 2 hours during pest control.
  2. Inspections: Pest inspections cover accessible areas; hard-to-reach areas may not be inspected.
  3. Reports: We provide reports and pest control tips to customers.
  4. Pest Inspection Fee: A call-out fee applies for pest inspection-only requests.

Carpet Cleaning Services

  1. Carpet Restoration: We do not guarantee complete restoration for sun-faded or worn carpets.
  2. Hidden Damages: We are not responsible for latent or hidden damages at the time of carpet inspection or during cleaning.
  3. Dye Discoloration: Some carpets may discolor due to weak dyes or dyeing methods during cleaning.
  4. Texture Changes: Carpets and rugs may change texture and appearance after cleaning, for which we are not responsible.
  5. Drying Time: Carpets require 6-8 hours to dry. Proper ventilation is recommended.
  6. Pricing: Carpet prices are based on square meters and carpet condition, with a charge of $3 per square meter.

Curtain and Drapery Cleaning

  1. Damage Responsibility: We are not responsible for latent or unforeseen damage, including dye migration or UV damage.
  2. Curtain Shrinkage: Industry-standard curtain shrinkage of 5-10% is not our responsibility.
  3. Rubber Back Damage: We do not hold responsibility for damage to curtain rubber back during dry cleaning.
  4. Measurement Charges: Larger curtains may be charged by measurement.

Upholstery Cleaning

  1. Price Variations: Prices vary for standard and extra-large carpets and depend on upholstery condition.
  2. Ottoman and Chaise: Ottoman and chaise are considered one seat when booked with other upholstery.
  3. Fabric Type: Fabric upholstery cleaning prices depend on fabric condition.
  4. Leather Upholstery: Leather upholstery incurs additional charges.
  5. Dye/Colour Immigration: We do not take responsibility for dye/colour immigration on leather upholstery.
  6. Calculation: Carpets prices are calculated based on seating capacity.

Tile and Grout Cleaning

  1. Responsibility: We do not take responsibility for unexpected tile and grout conditions.
  2. Minor Repairs: We can fix minor tile damages but do not fully replace or restore tiles.

Duct Cleaning

  1. Quotations: Duct cleaning quotes depend on inspection.
  2. Hidden Damages: We are not responsible for hidden damage, such as leaking ducts, cracked insulation, or fiberglass damage.

Mattress Cleaning

  1. Price Variation: Mattress cleaning prices depend on size and pre-existing condition.
  2. Stain Removal: We try but do not guarantee complete stain removal.
  3. Fluid Removal: We do not guarantee complete removal of deeply seeped fluids.
  4. Discolouration: We are not responsible for existing mattress discolouration.

Factors Considered for Booking and Quotes

  1. Item Characteristics: We consider the type of item, its condition, and fibre type.
  2. Soiling: The extent of soiling and staining influences pricing.
  3. Property Type: The type of property and access affect service costs.
  4. Previous Cleaning: Knowing the last cleaning date helps us assess the job.

Thank you for choosing Master Carpet Cleaning for your cleaning needs. If you have any questions or concerns, please feel free to contact us.

Master Carpet Cleaning Service Company

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