Can I arrange Carpet/Tile/Upholstery Cleaning at the same time?

Yes, we simply swap cleaning attachments to our machine to the appropriate job.

What property types can you Service?

We service houses, units, townhouses, resorts, clubs and commercial properties. We can service high rise apartments easily as our equipment is fully mobile. Note we are unable to service walk up/older style units above ground level as we cannot lift our machine up stairs

Do you Steam Clean or Dry Clean Carpets?

We use 100% Steam Cleaning for Carpets as in our opinion this provides a better cleaning outcome vs dry cleaning. In fact AS/NZS 3733 recommends Hot Water extraction (steam cleaning ) as the best method to clean carpets and rugs.:

Are your Cleaning and Stain Removal Chemicals Safe?

We use a variety of different chemicals and solutions that sit on both the acid or alkine scale plus ph Neutral chemicals . If you have an allergy or other requirements please advise at time of booking so we can accommodate these prior to the start of your job..

How regularly should I have my Carpets Cleaned?

AS/NZS 3733 recommends 12 monthly intervals on carpet cleaning, however, if you have pets that live inside and/or young children we recommend 6 monthly intervals.

Do I need to move any furniture ?

We are guided by OH&S safe working practice’s. Accordingly we are only able to move small items and are not able to move heavy items such as couches, tv cabinets, beds and dining room tables. We will clean under and around as far as our equipment can reach.

Should I vacuum before you come ?

No we will undertake a deep vacuum prior to commencing a job on both carpets and tiles.

How long will cleaned surfaces take to dry?

Drying times will vary depending on ambient temperature and humidity and movement of air., As a rough guide we advise :

• Carpets approx 2-5 hours until fully dry depending on ambient temperature, air flow, loop/density of carpet etc. You can walk on the carpets immediately as long as your feet are clean but be mindful when moving from damp carpet to shiny floors (i.e. tiles) as this represents a slip hazard until the carpets are dry.
• Tiles/Hard Surfaces - Within 15 mins of cleaning
• Upholstery - 1-3 hours (usually quicker on warm days)
• Mattresses - 2-5 Hours depending o level of staining and treatment.

Carpet and Upholstery Stains?

As a rule yes we can. However, stain removal is always dependant upon a number of factors including age of the stain and any treatment to the stain done by the property owner. In some instances stains the stain may be permanent not be able to be removed.

Estimates and Quoting

We will happily provide a no obligation quote (note our minimum charge for any job is $110.00).

Prices for a room are to a maximum of 14m2. Combined Lounge dining area is considered as 2 rooms.

The price for our services given to you over the phone / email is subject to inspection of the job before work commences and we reserve the right to review the price due to :

• Extra rooms or areas that we were not disclosed at time of booking.
• The rooms are larger than 14m2.
• Parking near the job is unavailable.
• Carpet is heavily soiled and needs industrial cleaning.
• Some stains require extra treatments such as heat transfer methods.
• Access to the job is deemed difficult.
• There are animal stains or odours that require extra treatments

What areas do you service ?

We specialise in the Tweed Region and Southern Gold Coast.

We agree to provide either/all of carpet, tile, mattress and upholstery cleaning services at a time and date and address specified by the Customer and will endeavour to provide the service faithfully, diligently and in a timely and professional manner.

Services are supplied by Kaipara Flats Pty Ltd ABN 25105535582 t/a Star Diamond Carpet & Tile Cleaning (hereafter known as we/us) for the provision of services to the Customer by their authorised technician.

Please note we are unable to move furniture due to both insurance and workplace occupational health and safety restrictions

Use of our services constitutes your acceptance of these terms and conditions.

Customer Representations and Warranties

The Customer represents and warrants :

• They are authorised to use the Premises and obtain the provision of Service;
• To secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
• To provide a safe working environment at the Premises for the Technician to perform the service including advising of any hazards, slippery surfaces, risks or dangers.;
• Tol provide the Technician with access to all services and utilities (including hot and cold water, electricity, and rubbish bins)
• Agrees to keep children or dependents and all animals/pets away from any equipment or hot water being used in the service

Spotting and Stain Removal

Normal spots and stain treatments are included in the cleaning price, however we cannot guarantee stain removal for permanent stains. Certain stains will set causing discoloration due to dye change or bleaching

Blood and heavy spillage on carpet:

We may have to re clean your carpet on blood spills and other heavy spillages where the substance has travelled through the carpet and into the underlay and flooring. The blood may re appear after cleaning the carpet days later due to “wicking” where the blood has travelled upwards from the underlay/backing.

Urine stains and animal hair:

We do not guarantee the removal of urine stains as these stains often become permanent. Animal hair can be difficult to remove.

Other Terms and Conditions :

No responsibility will be accepted by us for the following:

• Damage that may occur as a result of carpet seams and joins that separate in the cleaning process as these deteriorate over time and may loosen during the cleaning process.
• Carpets and or furnishing at some stage may have been previously DYED with colours may experience colour loss or damage unless we are made aware by you..
• Tile and grout cleaning can sometimes dislodge old or loose grout in the cleaning process. Loose or damaged grout sometimes cannot be noticed on initial inspection.
• Some surfaces are deemed high risk to clean including : Indian cotton sofas, Linen upholstery, Haitian cotton, jute, coir, vegetable dyed rugs and sisal rope carpets. We will only clean such items if the customer accepts responsibility and risk for any potential damage.
• All upholstery in Australia are required to have a FABRIC CLEANING CARE label attached to either the base and/or cushions. If the label is missing we will not be held responsible for any damage caused due to the technician not having access to the manufacturers instructions. We also cannot guarantee cleans to upholstery that have permanent wear and tear and permanent stains.

Moisture on your furniture and carpets can present a slip hazard on nearby hard surface areas, we ask that the Customer avoid any areas that we are cleaning, and will advise any other guests, residents or contractors of this hazard until the moisture has dried

Payment Terms

The Customer agrees to pay us the price quoted prior to or at the Service Time, unless otherwise agreed in advance with us. Payments may be made in cash, bank deposit or bank transfer or debit/credit card (card payments attract a surcharge of 1.40% payable by the Customer)

Where we have agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date. We reserve the right to pass the debt on to a collection agency and refer the Customers personal details to credit reporting agencies if the Customer’s account remains overdue past this point.

The Customer agrees to indemnify us for all legal costs incurred in the process of unpaid invoices.

Complaints

If the Customer is dissatisfied for any reason with the Service provided, it must inform us within 24 hours of completion of the service. We will endeavour to resolve the problem quickly and efficiently including re-supply of the service. In the event of the customer still not being satisfied we will offer either a partial or full refund or such other remedy at our discretion.