Terms & Conditions

2. Services

Services are provided as described in the written or verbal quote accepted by the client prior to the appointment. The scope of work confirmed at booking is the scope of work performed unless otherwise agreed in writing by both parties on the day of the appointment.

Where additional services are requested on the day that were not included in the original quote, these will be quoted separately before commencing and are subject to acceptance by the client.

3. Quotes and Pricing

All quotes are provided on the basis of information supplied by the client (dimensions, fibre type, soiling condition). Quotes are subject to revision upon the technician's on-site assessment if material differences are found between the information provided and the actual condition of the item to be cleaned.

If the on-site assessment reveals that the quoted price is not appropriate to the actual scope of work, we will notify the client before commencing and provide a revised quote. The client may accept the revised quote or decline the service , no charge is applied for a declined assessment.

All quoted prices are all-inclusive. Standard treatments (deodourisation, stain treatment, urine treatment, rejuvenation treatment, hypoallergenic rinse) are included in every quote. There are no call-out fees, fuel levies, or chemistry surcharges unless explicitly disclosed in writing before the appointment.

4. Payment

Payment is due on completion of the service, before the technician departs the premises. Accepted payment methods will be confirmed at the time of booking. For commercial and B2B clients with agreed payment terms, invoices are payable within the period specified in the commercial agreement.

Failure to pay within agreed terms may result in the suspension of future scheduled services and the recovery of outstanding amounts through appropriate legal channels.

5. Stain Removal , Results and Limitations

Professional cleaning significantly improves the appearance of most carpets, rugs, and upholstery. However, certain types of damage or staining cannot be reversed by any cleaning process. These include, but are not limited to:

• Sun bleaching and ultraviolet exposure damage to carpet dye
• Chemical discolouration caused by bleach, harsh cleaning products, or reactive household chemicals
• Fibre oxidation and age-related yellowing in natural fibre carpets
• Physical fibre wear, crushed pile, and matted traffic lanes
• Dye damage from previous incorrect cleaning treatments
• Permanent setting of certain stains due to delay in treatment or incorrect first-aid cleaning

Our technician will identify and document pre-existing limitations before the clean begins. We will not charge for results we cannot achieve. Where a limitation is disclosed and documented prior to the clean, the inability to resolve that specific issue does not constitute grounds for a refund or dispute.

6. Client Disclosure Obligations

The client is responsible for disclosing any relevant information about the item to be cleaned prior to the appointment, including:

• Any previous cleaning treatments applied by the client or other service providers
• Any chemical products (stain removers, carpet fresheners, DIY cleaning solutions) that have been applied
• Known fibre types or manufacturer care instructions
• Known pre-existing damage, stains, or conditions
• The presence of biological contamination (significant urine volume, mould, blood)

Failure to disclose information that materially affects the cleaning process may result in unexpected outcomes for which The Carpet Guys cannot be held liable.

7. Limitation of Liability

The Carpet Guys will not be liable for:

• Pre-existing damage to carpets, rugs, or upholstery that was not identified during the pre-clean assessment because it was not visible at the time of assessment
• Damage resulting from inherent defects in the item (manufacturing faults, degraded backing, rotting jute)
• Colour variations or pile texture changes that result from cleaning of severely soiled, aged, or previously damaged items
• Damage caused by the client following advice contrary to our post-clean care instructions
• Re-soiling resulting from conditions outside our control after the clean (high humidity, pet access before full dry, foot traffic before dry)

Our liability in all cases is limited to the value of the service provided. We maintain appropriate public liability insurance , details available on request.

8. Cancellation and Rescheduling

We request a minimum of 24 hours' notice for cancellation or rescheduling of a booked appointment. Cancellations or reschedules with less than 24 hours' notice may be subject to a cancellation fee equivalent to 20% of the quoted job value.

We reserve the right to cancel or reschedule appointments due to unforeseen circumstances , equipment failure, technician illness, safety concerns. In such cases, we will notify the client as soon as possible and offer the next available appointment.

9. Satisfaction and Complaints

If you are not satisfied with the outcome of a clean, contact us within 48 hours of the appointment. We will return to re-treat the area at no additional charge where the complaint relates to a removable issue that was within the scope of the original service. Complaints relating to pre-disclosed limitations do not qualify for a return visit under this provision.

All complaints should be directed to info@thecarpetguys.co.za or 062 791 5531.

10. Personal Information

The Carpet Guys collects and processes personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). Please refer to our Privacy Policy for full details of how your personal information is collected, used, stored, and protected.

11. Governing Law

These terms and conditions are governed by the laws of the Republic of South Africa. Any disputes arising from these terms or from the provision of services shall be subject to the jurisdiction of the courts of South Africa.

12. Contact

Questions about these terms may be directed to: