Terms & Conditions
We're committed to providing exceptional carpet and upholstery cleaning services. These terms ensure clarity and protect both our customers and our team. Please take a moment to review each section below before making a booking.
1.1 All quotes are based on the information provided and may change if the area, furniture, condition, or material differs on arrival.
1.2 Prices are based on standardised sizes unless otherwise stated.
1.3 Additional charges may apply for heavily soiled areas or difficult access.
1.4 A booking has a maximum timeframe of (3) three hours including difficult navigation, arrival, set up and pack up.
1.5 Bookings located outside our standard service radius (40 km from Dainfern Golf Estate) will incur a R750 call-out fee. This fee applies to all areas considered out-of-range, including but not limited to Johannesburg South & East, Midvaal / Vaal Side, and other surrounding regions.
1.6 Same-day bookings for professional deep cleaning services are subject to a mandatory rush fee of R1,000. This fee is applied in addition to the standard service invoice to facilitate immediate scheduling and resource allocation.
2.1 For any orders bellow R20,000.00, payment is required upfront before a booking is confirmed.
2.2 Bookings will only be secured once payment reflects in our account.
2.3 If payment is not received within the timeframe of (5) five days, the booking date may be given to another client.
2.4 Additional charges for items discovered on-site (e.g., for extreme soiling, larger areas, different furniture etc.) must be settled immediately before work begins or at the cleaner's discretion.
3.1 The Carpet Guys use industry-standard cleaning products that are safe when used correctly.
3.2 Customers must inform us of any chemical sensitivities, allergies, or concerns prior to cleaning.
3.3 The company is not liable for reactions or damage caused by pre-existing chemical residue, unstable dyes, or sensitive materials or mistakes made by other cleaning companies.
3.4 Some chemicals may leave a temporary scent or require ventilation, the customer is responsible for ensuring adequate airflow after cleaning.
4.1 The Carpet Guys strive for the best possible results, but no guarantee is made that all stains, odours, or marks will be fully removed, as some may be permanent.
4.2 Stain and odour removal depends on the type of material, age of stain, and previous cleaning attempts.
4.3 Drying times vary based on ventilation, weather conditions, and material type.
5.1 The area to be cleaned must be accessible and free of fragile items or furniture unless arrangements have been made for furniture moving.
5.2 The customer must inform us of any existing damage, loose carpets, weak furniture, or sensitive fabrics before cleaning begins.
5.3 Pets and children must be kept away from cleaning equipment and wet cleaning areas.
6.1 While extreme care is taken during cleaning, The Carpet Guys are not liable for pre-existing damage, colour fading, shrinkage, loose seams, weakened fabrics, or wear and tear that becomes more visible after cleaning.
6.2 We are not responsible for damage caused by hidden defects, dye instability, prior chemical treatments, or manufacturer faults.
6.3 The customer is responsible for proper ventilation and ensuring no use of wet areas until dry.
7.1 Customers are advised to avoid walking on carpets or using upholstery until completely dry.
7.2 Keep windows open or fans running to speed up drying and prevent odour or mould development.
7.3 Any concerns about spots reappearing (wick-back), odours, or drying should be reported within 24 hours.
7.4 Aftercare instructions provided by The Carpet Guys must be followed; failure to do so may void any re-cleaning guarantees.
8.1 Cancellations within 24 hours of the booking may void a refund.
8.2 If our team arrives and cannot access the property, a rescheduling attempt will be made, but a refund will not be provided.
8.3 Rescheduling is subject to availability.
9.1 We guarantee the quality of our workmanship. If you are unhappy with any part of the service, you must notify us within 24 hours so we can inspect and re-clean if required.
9.2 No refunds are provided once services have been completed.
10.1 The Carpet Guys reserve the right to cancel, postpone, or refuse service if the cleaning area or property is deemed unsafe or hazardous for staff.
10.2 Unsafe conditions may include, but are not limited to: exposed electrical wiring, aggressive pets, biohazards, infestations, unsafe flooring, structural instability, or any situation that poses a risk to health or safety.
10.3 If a booking is cancelled due to unsafe conditions, a refund will not be provided.
10.4 Service will only proceed once the area is deemed safe, and a new booking will be subject to availability.