Luxe Cleanings Pty Ltd – Terms & Conditions of Service

These Terms & Conditions apply to all services provided by Luxe Cleanings Pty Ltd. By making a booking, the customer acknowledges that they have read, understood, and agreed to the terms outlined below.

1. Booking & Confirmation

• All bookings must be confirmed via phone, text message, email, or online booking form.
• A confirmation message will be sent once the booking has been successfully scheduled.
• Luxe Carpet Cleaning reserves the right to reschedule or cancel appointments due to unforeseen circumstances, including but not limited to adverse weather conditions, staff unavailability, equipment failure, or safety concerns.
• Customers must ensure accurate service details are provided at the time of booking. Any undisclosed information may result in additional charges or service delays.

2. Pricing, Room Size & Payment

2.1 Standard Pricing Rules

• All quoted prices are based on standard room sizes and general carpet conditions.
• Each room is considered to be up to 9 square metres (3m x 3m).
• Combined living and dining areas will be counted as two (2) rooms.

2.2 Additional Charges May Apply For

• Heavily soiled or neglected areas
• Stain treatment and specialised chemical usage
• Pet hair, odour, or urine contamination treatment
• Lifting or carrying equipment upstairs where this was not disclosed at the time of booking
• Parking fees, restricted parking zones, or multi-storey building access
• Excessive clutter, restricted access, or delayed start time caused by the customer

Any additional charges will be discussed and approved with the customer on-site before proceeding.

2.3 Payment Terms

• Luxe Cleanings Pty Ltd does not offer holding deposits.
• Full payment is required immediately upon completion of work.
• Invoices cannot be held unless the customer has an approved credit account with Luxe Cleanings Pty Ltd.
• Accepted payment methods: Cash, Card, or Bank Transfer.
• All card payments incur a 2.2% processing surcharge.
• GST applies to card payments where required by law.

3. Deposits, Cancellations & Rescheduling

• Luxe Carpet Cleaning may require a deposit to secure a booking date and time.
• Deposits are non-refundable in the event of:
  • Same-day cancellations
  • No-shows
  • Refusal of service upon arrival
• Customers must provide a minimum of 24 hours’ notice to reschedule without penalty.
• Repeated cancellations may result in future bookings being declined.

4. Drying Time & Aftercare

Drying time varies depending on:

• Carpet type and thickness
• Weather conditions
• Airflow and ventilation
• Level of soiling

Typical drying time is 4 to 8 hours.

Customers are advised to:

• Keep windows open where possible
• Use fans or air conditioning to improve airflow
• Avoid walking on damp carpets
• Keep pets and children off treated areas until fully dry

Luxe Carpet Cleaning is not responsible for re-soiling or damage caused by early foot traffic.

5. Stain Removal Disclaimer

• We will attempt to remove all stains to the best of our professional ability.
• Stain removal is not guaranteed, especially for permanent or set-in stains, including but not limited to:
  • Urine
  • Ink
  • Red wine
  • Bleach
  • Paint
  • Dye transfer
• Some stains cause permanent discolouration or fibre damage, which cannot be reversed through cleaning.
• By proceeding with the service, the customer acknowledges and accepts this limitation.

6. Bond Cleaning & End of Lease Services

• Standard carpet cleaning does not meet bond or real estate requirements in most tenancy agreements.
• Customers seeking bond return must book the End of Lease Cleaning Package.
• Luxe Carpet Cleaning does not guarantee bond return unless the correct package is booked and completed.
• Any additional requirements requested by the property manager or real estate agent may incur additional charges.

7. Service Recommendations, Complaints & Refund Policy

If carpets are found to be heavily soiled, stained, or contaminated, our technicians may recommend:

• Deep cleaning
• Stain treatment
• Decontamination or odour neutralisation

• If the customer chooses to proceed with standard cleaning against professional advice, and later raises concerns about unsatisfactory results, no refunds will be issued.
• No refunds apply for services that have already been completed.
• A re-clean may be arranged where it is reasonably determined that the outcome was affected by a fault of the cleaner or equipment, and not due to pre-existing conditions, permanent staining, or undisclosed contamination.
• All complaints must be submitted in writing via email to: sales@luxecarpetcleaning.com.au
• Complaints must be received within 24 hours of service completion. Requests made after this period will not be accepted.
• Where a re-clean is approved, it will be scheduled subject to technician availability.

8. Access & Customer Responsibilities

• Customers must ensure clear access to the property and service areas at the scheduled time.
• Parking arrangements must be disclosed in advance. Any paid parking fees may be charged to the customer.
• Customers are responsible for:
  • Removing fragile or valuable items
  • Securing pets
  • Ensuring electricity and water access is available
• Delays caused by restricted access may result in additional charges or job cancellation.

9. Liability & Damage

While we take all reasonable care, Luxe Carpet Cleaning is not responsible for:

• Pre-existing stains, wear, or damage that cannot be removed
• Shrinkage, colour bleeding, or texture changes in natural fibres
• Damage resulting from:
  • Faulty underlay
  • Poor carpet installation
  • Weak seams
  • Age-related deterioration
  • Furniture with sharp edges or rust

Customers are advised to inspect the service area before and after cleaning.

10. Mattress Cleaning – Health, Hygiene & Results

Mattress cleaning services are sanitising and deodorising treatments only and are not medical-grade disinfection. Luxe Cleanings Pty Ltd does not guarantee the removal of bacteria, viruses, allergens, bed bugs, or mites.

• Health and hygiene-related cleaning (including but not limited to heavy urine contamination, bodily fluids, mould, or biohazards) will be charged as a separate service, unless this has been disclosed, quoted, and paid for at the time of booking.
• If the mattress condition is found to be significantly worse or materially different from what was disclosed during the booking call or form submission, our technicians may:
  • Refuse to proceed with standard service, or
  • Offer a specialised deep or decontamination service at an additional cost.
• If the customer chooses to proceed with general cleaning despite professional advice, Luxe Cleanings Pty Ltd will not accept any complaints or refund requests related to stain, odour, or hygiene results.
• Drying Time: Some mattresses may dry within 24 hours, while others may take 1–2 days to fully dry depending on weather, ventilation, humidity, and mattress thickness.
• No Guarantee Clause: There is no guarantee on the removal of existing stains, odours, discolouration, or colour changes that may occur after cleaning.

11. Couch & Upholstery Cleaning – Fabric, Testing & Liability

• A spot test is performed prior to full upholstery cleaning to check for colourfastness and fabric sensitivity.
• Luxe Cleanings Pty Ltd is not responsible for:
  • Internal foam deterioration
  • Broken frames, springs, or zippers
  • Rust marks or watermarks caused by internal metal components
• High-risk fabrics such as linen, silk, velvet, suede, rayon, and viscose may be prone to shrinkage, colour bleed, or texture change. Cleaning is performed at the customer’s risk.
• Pet-related damage, including scratches, chewing, and persistent odours, is not considered a cleaning-related fault and is excluded from complaints and refund claims.
• Drying Time: Upholstery typically dries within 4–10 hours, but may take longer depending on fabric type, airflow, and weather conditions.

12. Additional Charges & Minimum Service Fee

• A minimum service charge of $99 applies to all bookings unless otherwise stated in writing.
• Additional charges may apply for:
  • Heavy urine contamination or hygiene-related treatment
  • Multi-level buildings without lift access
  • Large modular, sectional, or oversized couches
• All additional charges will be discussed and approved before service proceeds.

13. Health & Safety

Technicians may refuse service if the environment is deemed unsafe or unsanitary, including but not limited to:

• Excessive biohazards
• Structural hazards
• Aggressive animals

In such cases, service fees or cancellation charges may apply.

14. Complaints & Communication

• All complaints must be submitted in writing via email to: sales@luxecarpetcleaning.com.au
• Complaints must be received within 24 hours of service completion. No complaints will be accepted after this period.
• Where a re-clean is approved, it will be scheduled subject to availability and limited to the originally serviced areas only.

11. Privacy & Communication

• Customer information is used strictly for booking, service delivery, and communication purposes.
• Luxe Carpet Cleaning does not sell or share personal information with third parties, except where required by law.

15. Governing Law

These Terms & Conditions are governed by the laws of New South Wales, Australia. Any disputes will be handled under NSW jurisdiction.

13. Acceptance of Terms

By submitting a booking request, making a deposit, or allowing our technicians to commence work, the customer confirms acceptance of these Terms & Conditions in full.