Return & Reclean Policy

Carpet Cleaning Springfield

Effective date: December 2025
Business Name: Carpet Cleaning Springfield
Contact: Call our office directly at 484-540-0330.

1. Satisfaction & Reclean Guarantee

• Customer satisfaction is important to us. If you are not satisfied with the results of your cleaning, please notify us immediately upon job completion or within 24 hours of service completion.
• Upon receiving your feedback, we will review the case - based on technician notes, photos, and inspection - and may offer a free re-clean of the affected areas.
• The guarantee applies only to the same areas originally cleaned during the initial appointment.
• Some issues are excluded from the guarantee, such as:
  • Permanent stains, discoloration, or color bleeding.
  • Wear and tear, pet urine or odor that has penetrated subfloor or padding.
  • Structural or pre-existing damage visible during or after cleaning.
  • Fiber deterioration caused by age, water, chemicals, or sunlight.

2. Refunds & Credits

• After a re-clean, if the outcome still does not meet expectations, management will review the case individually.
• Refunds or credits are determined on a case-by-case basis following a review of customer and technician feedback, photos, and results after a re-clean.
• Refunds are issued via ACH transfer to the original payment account. If the original payment was made by card, any approved refund will be issued back to the same card. For payments made by cash, Zelle or other non-card methods, any approved refund will be issued by cheque.
• Payments are normally charged by card at job completion.

3. Cancellations & Rescheduling

• Customers must notify us at least 24 hours before the scheduled appointment to cancel or reschedule without fees.
• Late cancellations or no-shows (less than 24 hours' notice, or if access is not available when the technician arrives) may be subject to a flat late cancellation fee.
• Same-day bookings are considered final and non-refundable from the moment the technician leaves to travel to the customer's location.
• At this time, we do not charge for missed appointments, but repeated no-shows may affect future scheduling eligibility.

4. Non-Refundable Scenarios

The following are considered final, non-refundable, and non-cancelable after dispatch:

• Same-day bookings.
• Customer no-show or unannounced cancellation within 24 hours from the scheduled date and time of the job.
• Emergency services such as water damage restoration or mold remediation, except where otherwise specified under their own terms.

5. Service-Specific Notes

• All cleaning services (carpet, area rugs, upholstery, tile & grout, air ducts, dryer vents, wood floors) are covered by this policy.
• Specialized services such as water damage restoration, reconstruction, and mold remediation operate under their own project-specific cancellation and warranty provisions as outlined in the service agreement.
• Post-construction, heavily soiled, and emergency-response services are provided on a "best effort" basis and are not guaranteed for stain or odor removal.

6. Additional Charges for Unreported Conditions

If property conditions differ from the description provided during the booking (for example, heavier soiling than described, significant pet stains, additional rooms or square footage, or access limitations), additional charges may apply.

These adjustments are based on the technician's professional assessment onsite and will be clearly communicated before any additional work is performed. Customers may choose to accept or decline revised pricing prior to continuation of service beyond the originally agreed scope.

7. Service Scope and Exclusions

This policy applies to the following services:

• Carpet cleaning
• Area rug cleaning (pickup/delivery or on-site)
• Upholstery cleaning
• Air duct cleaning
• Dryer vent cleaning
• Water damage restoration (non-reconstruction)

Specialized services such as post-construction cleaning, heavily soiled areas, and emergency response jobs are performed on a best-effort basis and cannot guarantee complete stain or odor removal.

8. Reporting an Issue

Customers must contact the office by phone within 24 hours of service completion to report any concern related to standard cleaning services. For certain specialized services such as water damage work, the reporting window may extend up to 72 hours, as noted in the specific service agreement or work order.

The office aims to respond to all complaints, questions, or refund requests within one business day.

9. Terms of Work and Safety

For technician and customer safety and for optimal results:

• Please ensure access to all work areas and remove fragile items and personal belongings before our arrival.
• Moving heavy furniture is not part of our standard service and may be declined for safety and insurance reasons.
• Please follow the technician's post-service instructions regarding damp or freshly cleaned areas, which may be slippery.
• The business is not responsible for damage or injury resulting from failure to follow safety guidance or from items left in walkways or work areas.

The business reserves the right to update this Return, Reclean & Cancellation Policy at any time. The terms in place at the time of booking will apply to each service.