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Frequently Asked Questions
Detailed answers to the most common questions about carpet, rug, and upholstery cleaning , including process, pricing, safety, and commercial enquiries.
General questions
- How long does carpet cleaning take to dry?
- Drying typically takes 2–6 hours depending on carpet thickness, ambient humidity, and ventilation. Our low-moisture method is significantly faster than traditional wet-wash methods. Opening windows and running a fan speeds drying considerably.
- Are your cleaning solutions safe for pets and infants?
- Yes. All of our cleaning chemistry is 100% pet-safe and infant-safe once dry. We use professional-grade solutions that are free of harsh solvents and toxic residues. We recommend keeping pets and small children off the cleaned area until fully dry.
- Can you remove all stains?
- We are honest about this: most stains respond well to professional treatment, but some are permanent. Sun damage (UV bleaching), chemical discolouration, dye bleed from other items, and deep fibre oxidation cannot be reversed by cleaning. We will tell you this before we start, never after. We charge only for what we genuinely achieve.
- What is included in every quote?
- Every quote from The Carpet Guys includes deodorisation, stain treatment, urine treatment, rejuvenation treatment, and hypoallergenic treatment at no extra cost. There are no call-out fees and no hidden add-ons. The price you are quoted is the price you pay.
- How often should I have my carpets professionally cleaned?
- For most households, once every 6–12 months is sufficient. Homes with pets, young children, or allergy sufferers benefit from cleaning every 3–6 months. High-traffic areas in commercial settings may need quarterly cleaning. Regular professional cleaning also extends carpet life significantly.
- Do you service estates and security complexes?
- Yes. We regularly work in gated estates and security complexes across Gauteng. We are experienced with estate access procedures, on-site conduct requirements, and working around estate management protocols. We have serviced 24 named estates to date.
- What areas in Gauteng do you serve?
- We serve the whole of Gauteng, with particular focus on the northern suburbs: Sandton, Fourways, Bryanston, Randburg, Rosebank, Sunninghill, Morningside, Lonehill, Dainfern, Rivonia, Kyalami, and Midrand. We also serve Centurion and Pretoria. If you are unsure, contact us and we will confirm coverage.
- Are your technicians certified?
- Yes. All our technicians are trained and certified through The Carpet Guys Academy and are aligned with Woolsafe Organisation standards for wool and delicate fibre cleaning. This is not a temporary certification, ongoing training is a condition of working at The Carpet Guys.
Appointment & preparation
- Do you move furniture before cleaning?
- We move light furniture , chairs, small tables, ottomans, and side tables , as part of the clean at no extra charge. Heavy furniture (large couches, beds, wardrobes, dining tables with chairs) is not moved as a standard part of the service, both for safety reasons and because moving heavy furniture on carpet risks damaging the subfloor and surrounding areas. We recommend clients move heavy items beforehand if they want those areas cleaned. We will always clean as close to immovable furniture as our equipment allows, and we place protective tabs under furniture legs after cleaning to prevent moisture transfer to wooden feet.
- What is the difference between carpet cleaning and carpet shampooing?
- Carpet shampooing is an older method that applies a foaming shampoo to the carpet, agitates it, allows it to dry, and then vacuums up the dried residue. The problem with shampooing is that the residue is never fully removed , it remains in the pile and attracts soil rapidly after cleaning, causing what is known as "rapid re-soiling." Water extraction , the method we use , injects a precise volume of cleaning solution and immediately vacuums it back out along with the loosened soil. Nothing is left behind in the pile. The result is cleaner longer because there is no residue to attract new soil. We use normal-temperature water rather than heated water , the chemistry and mechanical extraction do the work, and avoiding heat keeps wool, silk, and dyed fibres safe from shrinkage and dye bleed. Extraction cleaning is recognised as the gold standard method by the IICRC (Institute of Inspection, Cleaning and Restoration Certification) and recommended by most major carpet manufacturers.
- How do I prepare for a carpet cleaning appointment?
- To get the most out of your appointment: (1) Move small and lightweight furniture out of the area to be cleaned , chairs, side tables, floor lamps. We will place protective tabs under remaining furniture legs after cleaning. (2) Pick up any loose items from the floor , toys, books, cables, pet items. (3) Note any specific stains you want us to target and mention them when our technician arrives. (4) Ensure the area is accessible , clear a path from the entrance to the room being cleaned. (5) Arrange for pets and young children to be in a separate area during cleaning , the extraction process can be noisy and the wet chemistry, while safe once dry, is not for direct contact during application. (6) Open windows in the room being cleaned ahead of our arrival if possible , good ventilation from the start helps drying significantly.
- What happens if I am not satisfied with the result?
- We stand behind our work. If you are not satisfied with the outcome of a clean, contact us within 48 hours of the appointment and we will return to re-treat the area at no additional charge. The one qualification is that our guarantee covers removable soiling , not limitations we disclosed before the clean began (pre-existing sun damage, chemical discolouration, oxidation, physical fibre wear). We document these pre-existing conditions in writing before we start, so there is a clear record of what was there before we arrived. If we disclosed a limitation, we will not be able to reverse it on a return visit , but if something we said we could address has not resolved to your satisfaction, we will return and try again.
Commercial & B2B questions
- What is the difference between your on-demand and recurring rate?
- Our standard on-demand B2B rate is R30/m² for carpet and R15/m² for tile flooring, with R400 flat for mattresses. Clients who sign a recurring service agreement qualify for contracted rates of R20/m² for carpet, R10/m² for tile, and R300 flat for mattresses. All upholstery items are 50% off retail for all B2B clients. The contracted rate is triggered at the point of signing, no minimum volume required beyond the agreement itself.
- Can you work out of hours or overnight?
- Yes. Out-of-hours and overnight scheduling is standard for our commercial clients. We understand that downtime is a real cost for hotels, restaurants, and offices. We schedule around your trading hours and ensure spaces are dry and ready for use by opening time.
- Do you cover multiple sites in Gauteng?
- Yes. Multi-site contracts across Gauteng are standard for us. We manage scheduling, access, and reporting per site, and provide a single consolidated invoice.
- What does your equipment rental programme include?
- Our rental programme includes the professional cleaning equipment, all servicing and maintenance, replacement parts, and professional-grade chemical supply, bundled into a single monthly rental fee. There is no capital outlay, and if equipment goes down, we replace it.
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If your question is not answered here, reach out directly. We respond to all enquiries within the same business day.