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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.
- Do you guarantee your work?
- All our work is backed by a 1-month satisfaction guarantee. If you are not satisfied with an area within 30 days of your clean, contact us and we will return and re-clean it at no extra charge. The guarantee covers the standard of our workmanship and removable soiling; it does not cover limitations we disclose in writing before starting — pre-existing sun damage, chemical discolouration, oxidation or physical fibre wear — which no clean can reverse.
- 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.
- Do you offer emergency carpet cleaning for flooded carpets?
- Yes. We provide same-day and next-day emergency response across Gauteng for flooded carpets, including burst geysers, washing-machine or dishwasher failures, storm and roof-leak damage, and bath or basin overflows. Truck-mounted water extraction, antimicrobial treatment, and multi-day air-mover and dehumidifier drying are included. The first 24 to 48 hours are decisive: extracted in time, most carpets and underlays are saved; left wet beyond that, mould establishes in the underlay and full replacement is usually required. Call 062 791 5531 immediately if you have an active flood. A R2,500 emergency call-out fee applies to urgent same-day or next-day bookings, on top of the standard cleaning rates. Category 3 (sewer / black-water) incidents require special handling, do not walk on the carpet and call us straight away.
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.
- Do you offer fabric protection, and how much does it cost?
- Yes. We offer MasterGuard fabric protection as an optional per-item add-on, applied to your freshly cleaned carpets, rugs or upholstery. It is a water-based, pet- and family-safe stain shield that coats each fibre so spills bead on the surface instead of soaking in, helps the fabric resist everyday soiling, and slows UV fading , without changing the colour, feel or breathability of the fabric. Pricing is simple: protecting an item costs the same as cleaning it, effectively doubling that item (for example, an armchair is R599 to clean and another R599 to protect), and carpet protection adds R100 per square metre, the same as the cleaning rate. It is applied after a clean, never instead of one, because a protector must bond to a clean fibre. You tick the items you want protected on the quote form. See our full guide to fabric protectors on the blog for more detail.
- What happens if I am not satisfied with the result?
- We stand behind our work with a 1-month satisfaction guarantee. If you are not satisfied with the outcome of a clean, contact us within 30 days of the appointment and we will return to re-clean the area at no additional charge. The one qualification is that our guarantee covers our workmanship and 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
- How is commercial cleaning priced?
- Commercial cleaning is quoted per site rather than off a fixed price list, because total square metreage, fabric types, frequency, and site access all affect the work involved. Every quote is all-inclusive, deodorisation, stain, urine, rejuvenation, and hypoallergenic treatment are part of the price, and there are no call-out fees. For clients who need cleaning on a recurring basis, we build custom packages tailored to your budget and deadlines, bundling services and frequency into a single agreement. Send us your site details and we respond the same business day with a tailored quote.
- 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.
Still have a question?
If your question is not answered here, reach out directly. We respond to all enquiries within the same business day.