Terms and Conditions

Expert Carpet Cleaning is part of the Cleaner SA Franchise, building a brand you can trust.

Please email any complaints or compliments to cleanersa@expertcarpetcleaning.co.za


 By using Expert Carpet Cleaning services you agree to and are subject to the following terms and conditions as detailed below.

General - Expert Carpet Cleaning agrees to perform the work specified by the client in a professional manner using every care to accomplish a satisfactory service. By ordering Expert Carpet Cleaning via telephone, e-mail, or website the client is agreeing to be bound by Expert Carpet Cleaning’s Terms and Conditions of Service.

Carpet / Upholstery / Rug / Tile and all other Cleaning and Stain Removal - Expert Carpet Cleaning will attempt to improve the appearance of your carpet/upholstery/rug/mattress/tile or other surface / item that has been stained with foreign substances. You acknowledge that the carpet/upholstery/rug/tile or other surface / item in its stained condition is of lessened value. You understand that there exist variations in all fabric and dye composition and that there are instances where stains may not be able to be removed with regular cleaning.  Expert Carpet Cleaning will not be responsible for failing to remove old / permanent stains, or preexisting conditions that cannot be removed using regular carpet cleaning methods. Expert Carpet Cleaning is not responsible for invisible pre-existing damage, like open loose seams, invisible cuts, delaminated or warn carpet/tile/furniture/mattress or other surface / item, or chemical reaction to invisible substances which may discolor or bleach, etc.  You also understand that it is impossible to test for or predetermine the result of cleaning or stain removal treatment. With full knowledge of the above you authorize Expert Carpet Cleaning to treat your carpet/upholstery/rugs/tile/ other surface / item in an attempt to remove the soiling and stains. You understand there are variables beyond the control of  Expert Carpet Cleaning and understand that Expert Carpet Cleaning will not be held liable for damage caused to the carpet as a result of any cleaning or stain removal treatment. Although greatest care is taken when cleaning, Expert Carpet Cleaning will not be held liable for damage to property. By placing this order you authorize Expert Carpet Cleaning technicians to proceed with the prescribed treatment. 

Urine/Feces/Vomit Odor & Stains - If your carpeting, upholstery, or tile & grout / mattress or other surface / item is currently damaged due to urine deposits and/or feces and/or vomit, you understand that these deposits can be activated by cleaning, releasing odor and staining material. You acknowledge that the carpet, upholstery, rug, mattress, tile & grout or other surface / item in this condition is of severely lessened value.  There is no guarantee implied or expressed that all urine/fecal/vomit odor and or stains will be removed, and you agree to hold Expert Carpet Cleaning harmless for any damage caused to your carpets, rugs, upholstery, mattress, curtain or tile & grout as a result of any cleaning or stain cleaned. You understand there is no way of determining when such results will occur and that the fabric may be previously deteriorated due to such factors as fading, shrinkage, dry-rotting, watermarking, stain removal procedure and may produce adverse results in the surface material when cleaned.

Upholstery Cleaning / Curtain Cleaning / Rugs Cleaning - Backing, lining and other materials and processes used in the manufacture of upholstered items can cause browning, or lose tensile strength when cleaned. Natural fiber curtains may shrink or discolor when cleaned. The onus is on the customer to mention any concerns he or she may have regarding the cleaning of their upholstery / curtains. White cotton, Linen pure wool and other natural fibers used to cover upholstery / curtains requires a dry cleaning. Expert Carpet Cleaning performs wet and steam cleaning, both of which is not suited for natural fibers. Expert Carpet Cleaning will not be held responsible for any discoloration or other damage caused to fabric due to insufficient information from the customer placing the order.   

 Also understand that manufacturers will occasionally mark items with a black or other colored marker on the backside of the fabric. You understand that this should not be done and it has the potential to bleed through when cleaned. You agree not to hold Expert Carpet Cleaning responsible for any conditions, either pre-existing or arising from cleaning. 

Tile & Grout – Expert Carpet Cleaning will not be liable for any invisible preexisting conditions including cracked, loose, or broken tile or grout, hair-line cracks between tile & grout, or for hollow pockets under the grout (caused by improper installation) that may result in cracked tile.  Also, Expert Carpet Cleaning will not be held responsible for the removal of pre-existing floor coatings including grout stain, rust or any other stain or efflorescence residue which may appear after cleaning.  Also, preexisting wax coatings and certain heavy soiling (due to prolonged absence of sealer) which may have bonded to the tile and/or grout cannot be removed using our standard cleaning process.  If applicable, an additional double cleaning may be required and will be charged at an additional cost.  

Wooden floor – Expert Carpet Cleaning will not be liable for any invisible per-existing conditions including loos, cracked, warn, uneven, broken wooden blocks or planks.  Should the floor have been untreated for a long period of time and the varnish/polish absorbs into the floor, a second layer will be charged to the customer. Extremely dry wooden or parquet flooring might require 3 -5 layers for which the customer will pay. 

Guarantee (***not applicable to rugs as they charged per wash) - Our Company performs the highest quality work and we back it up with our 100% Satisfaction Guarantee on our Supreme clean. If you are not  satisfied with any area cleaned, we will re-clean the area once, free of Charge. There after there will be a charge for any further assessment or cleaning of the area. Should any one walk on the wet carpets, the guarantee automatically falls away. Only the Supreme clean for  Expert Carpet Cleaning include a 24 hour warranty against any spot re-appearing. Should any spot re-appear we’ll gladly return and retreat the area completely free of charge when our office is notified within the first 24 hours following the completion of the job. The 2nd clean must be booked immediately and will be performed within 48 hours, no later than 3 days of the initial clean.  ** 

Guarantee does not include urine spots / stains or permanent stains, oil or oil stains, walking on wet carpets, using wet furniture. Due to the characteristics, age, and severity of some stains in carpet /  upholstery / mattress / curtain / rug fibers, as well as tile & grout, some stains may be permanent. This includes but is not limited to urine stains, fecal stains, dyes, any food / drink related stains, oil stains, mold stains, cosmetics including nail polish, eye liner, make up, etc, paints, furniture stain, permanent markers, ink and chemicals with bleach or bleaching compounds to include acne ointments, toilet bowl cleaners and others products which may alter or discolor fibers, or tile & grout. Expert Carpet Cleaning will not accept any liability for alteration or damage to fibers that may result from attempting stain and spot removal or urine eradication. 

There are no guarantees for urine / fecal staining, mold or odor removal. Any  odor including but not limited to damp, mold, or urine odor has to be disclosed when placing the order. Odor removal may be charged extra depending on the severity of the odor. Also, older carpet or heavily worn carpet may have damage to the dye structure in the carpet fiber contributing to shades in the carpeting that the homeowner may miss-interpret as dirt.  Expert Carpet Cleaning will not be able to remove or improve shading caused by damaged carpet dye structure or crushed pile. 

Cancellations - The Client may cancel / reschedule a cleaning visit by giving at least 48 hours’ notice. If the customer cancels within 48 hours or fails to be present at their Expert Carpet Cleaning reserves the right to charge a call out fee up to the full value of the original booking and might not allow the customer from scheduling again. 

Rug Cleaning – Rugs are charged per wash, as required and advised by our supervisor. All rugs must be measured (in meters or centimeters) and categorized by customer as either Persian, Imported, Wool, Sea grass, Afghan, Kilim, Chobi, Cecil, Mohair Silk, Shaggy, Natural fiber, synthetic or other types in order for the correct quote and treatment advise to be given. The onus is on the customer to correctly categorize their rug and mention any concerns he or she may have regarding the cleaning. Expert Carpet Cleaning performs wet and steam cleaning, both of which is not suited for all types rugs. Expert Carpet Cleaning will not be held responsible for any discoloration or other damage caused to fabric due to insufficient information from the customer placing the order. The customer has to specify if dry cleaning is required for their rug. Dry cleaning is not guaranteed as it is only a surface clean and can cause discoloration. Dry cleaning does not remove stains or odors. Expert Carpet Cleaning will not take any responsibility for any Underlying stains, discoloration, damage or other conditions that will not be noticeable; or any pre-existing conditions only apparent after cleaning. Expert Carpet Cleaning will also not take any responsibility for previously existing conditions on rugs such as tears, stains, discoloring or conditions brought on by neglect or age of rugs. 

Payment terms are strictly cash upfront  - proof of payment must be received at least 12 hours before the booking. Failure to comply will resort in cancellation of the work. Alternatively you can pay in cash when our team arrive - failure to produce the cash will also resort in cancellation and cancellation fees will apply.

Moving Furniture: No furniture with Electronic devices will be moved as well as no fragile or Heavy furniture. Please call the office to make arrangements for any heavy or fragile furniture. Price Quotes - All FREE no obligation phone & online price quotes are only estimates, and pricing may change upon further inspection by technician. Price will be provided before work is performed. Pricing is subject to change at any time and without notice. All quotes are valid for 7 business days. 

Note On Cleaning Continuous Carpet Areas – Our “Per Room” pricing entails cleaning the entire room’s carpeted area.  We are unable to perform spot cleaning for several areas within the room. Our carpet cleaning is for “Continuous Areas” only. Carpets which are heavily soiled and require a double cleaning will be charged at our Supreme clean rate.