1. Booking & Confirmation

• All bookings must be confirmed via phone, text, or email.

• A confirmation text message will be sent upon successful booking.

• Luxe Carpet Cleaning reserves the right to reschedule appointments due to unforeseen circumstances (e.g., weather, technician unavailability).

2. Pricing & Payment

• All prices quoted are based on standard room sizes and general conditions.

• Each room is considered up to 9 sqm (3m x 3m) in size. 

• Combined living & dining room will be counted as 2 rooms.

• Extra charges may apply for:

  • Heavily soiled areas

  • Stain treatments

  • Pet hair or odour removal

  • Lifting equipment upstairs (if not disclosed at time of booking)

• Payment is due on completion via cash, card, or bank transfer.

• All card payments include a 1.9% surcharge.

• GST applies to card payments.

3. Drying Time

• Drying time varies depending on carpet type, weather, airflow, and level of soiling.

• Typically, carpets may take 4 to 8 hours to dry. Good ventilation and warm conditions can speed up the process.

4. Stain Removal Disclaimer

• We will attempt to remove all stains to the best of our ability.

• Stain removal is not guaranteed, especially for permanent or set-in stains such as ink, red wine, bleach, paint, etc.

5. Bond Cleaning & End of Lease

• Standard carpet cleaning is not considered sufficient for bond return in most end-of-lease agreements.

• If you require bond return, please book our End of Lease Cleaning Package, which includes additional treatments and attention as required by real estate standards.

6. Liability

• While we take all due care, we are not responsible for:

  • Pre-existing stains or damage that cannot be removed

  • Shrinkage or colour changes in natural fibres

  • Any damage resulting from fragile or faulty carpets, underlays or furniture

• Customers are advised to remove valuables and breakables before service.

7. Service Recommendations

• If the carpet is found to be heavily soiled or stained, our cleaners will recommend the most suitable cleaning package, such as deep cleaning or stain treatment.

• If you choose to proceed with normal cleaning despite our cleaner’s advice, and later raise concerns about unsatisfactory results, no refunds will be provided.

• However, we may offer to return for a deep cleaning at an additional cost, subject to availability.