TERMS AND CONDITIONS

These terms and conditions constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Kaipara Flats Pty Ltd trading as Star Diamond Carpet & Tile Cleaning (“Star Diamond Carpet & Tile Cleaning”) of 21 Banks Ave, Tweed Heads, NSW 2485 Australia for the provision of services by Star Diamond Carpet & Tile Cleaning by their authorised technician.

Please take some time to review this Agreement. Use of our services constitutes your acceptance of these terms and conditions.

Carpet, Tile, Mattress and Upholstery Cleaning Services

Subject to the terms of this Agreement, Star Diamond Carpet & Tile Cleaning agrees to provide either/all of carpet, tile, mattress and upholstery cleaning services (the “Service”) to the Customer at a time and date and address specified by the Customer (the “Premises”).

Star Diamond Carpet & Tile Cleaning endeavours to provide the Service faithfully, diligently and in a timely and professional manner.

Additions and Amendments

If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must discuss and seek approval from the technician prior to any work commencing. The technician will confirm any additional cost prior to commencing the service.

Customer Representations and Warranties

The Customer represents and warrants that:

They will provide a safe working environment at the Premises for the Technician to perform the Service;

The Technician will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;

They will provide the Technician with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Technician to provide the Service;

They will advise Star Diamond Carpet & Tile Cleaning prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers.

It is authorised to use the Premises and obtain the provision of Service;

They will 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.

Health and Safety Risks

In addition to the obligations and warranties set out above, the Customer acknowledges and agrees that:

  1. the Technician is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;
  2. the Technician may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Technician, a risk to health and safety.
  3. 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 carpets are dry.
  4. the Customer must agree to keep children or dependents and all animals/pets away from any equipment or hot water being used as a part of the carpet and upholstery cleaning process.
  5. the Customer must ensure that the environment that the Customer is inviting the Technician to work in, is a safe environment free from electrical or structural hazard.
  6. carpet cleaning solutions should be considered poisonous, and are not for human consumption.

 Please note we do NOT move furniture due to both insurance and workplace occupational health and safety restrictions

Estimates and Quoting

Our minimum charge for any job is $90.00 (this can be a combination of rooms, hallways, stairs etc).

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.

When our technician arrives at your premises they will inspect and measure the areas you have told us about. The technician will then inspect the carpet and stains before work commences.

The technician will also confirm the price with you before work commences.

Most of the time the price given over the phone does not change.

The technician will sometimes quote additional costs following inspection due to :

    • There are 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.

Spotting and Stain Removal

Normal spots and stains are included in the cleaning price. Star Diamond Carpet & Tile Cleaning does not guarantee stain removal for permanent stains.

Difficult stain removal is not included in the cleaning price such as aged cordial, curry, rust stains, urine etc. If difficult stain removal procedures are required these will be quoted before work commences.

Re occurring stains: On some occasions stains and or spillages can respond negatively to cleaning. The stain or spillage may have spread to the backing and / or underlay and can wick through to the surface of the carpet. Star Diamond Carpet & Tile Cleaning will not take responsibility for wick back or stains that have spread in the cleaning process and turned into permanent stains.

Blood and heavy spillage on carpet:

Warning: 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.  On some occasions blood and heavy spills can penetrate the carpet fibres into the backing of the carpet and the underlay. The blood may re appear after cleaning the carpet days later due to “wicking” where the blood has travelled upwards from underneath and appear in the carpet fibres. If a second or third visit is required to re clean charges will apply.

Permanent Stains:

Our technician will endeavour to remove all spots & stains. We carry a large range of stain treatment chemicals. Stain removal will be successful providing the stain has not SET in the fibres. Once a stain has SET it causes discoloration due to dye change or bleaching and become permanent. The following substances are virtually impossible to remove once they have SET: coffee, cordial, curry, yellow urine stains,  pharmaceutical preparations, acids and bleach. Stains can be more difficult to remove from a wool carpet compared to a synthetic carpet. Deterioration, fading, heavy traffic and wear cannot be rectified by cleaning.

Urine stains and animal hair:

We do not guarantee the removal of urine stains as these stains can become permanent. Animal and human hair becomes intwined within the fibres and can be extremely difficult to remove from the fibres on an initial deep steam or dry clean. On occasions the carpet may require further DRY vacuuming after the steam clean with an upright vacuum cleaner on a daily basis with a rotating brush vacuum cleaner to completely remove hair.

Damage to seams and joins:

No responsibility can be accepted for damage that may occur as a result of carpet seams and joins that separate in the cleaning process.

The latex used in carpet backings for fringing, seaming, tape binding and repairs deteriorates in time and may loosen during the cleaning process.

Damage to loose grout in the Tile and Grout Cleaning process:

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. Star Diamond Carpet & Tile Cleaning will not be held responsible for grout that becomes dislodged or damaged during the cleaning process.

Cleaning items at customers risk. 

On occasions the technician may refuse to clean your items due to certain conditions or risk of damage to your items / furnishings. Examples of this occurring on items such as: Indian cotton sofas, Haitian cotton, jute, coir and or some sisal rope carpets. On occasions customers have asked the technician to proceed to attempt cleaning anyway. We will not be held responsible for any damage that may occur when a customer has asked the technician to proceed after the technician has recommended that the items should not be cleaned due to risk of damage, making a stain more prominent or spreading the stain or poor cleaning results.

Cleaning of carpets that have been dyed. 

Your carpets and or furnishing at some stage may have been previously DYED with colours rather the replaced. Some dyes do not hold and colours may run and your carpet may show colour loss. You or our technician may not be aware that your carpets have been re dyed. We will not be liable or take any responsibility for any colour loss or damage due to your carpet and or furnishings being re dyed.

Cleaning fabric sofas without cleaning care label. 

All fabric sofas in Australia are required to have a FABRIC CLEANING CARE label attached to either the base and / or cushions from the manufacturer. The label is intended to inform the cleaning technician on what methods and procedures are recommended by the manufacturer. On some occasions your sofa may have the label removed. If the label is removed Star Diamond Carpet & Tile Cleaning will not be held responsible for any damage caused during the cleaning process 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.

Payment Terms

The Customer agrees to pay the price quoted by Star Diamond Carpet & Tile Cleaning in full prior to or at the Service Time, unless otherwise agreed in advance with Star Diamond Carpet & Tile Cleaning.

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)

If no payment has been made by the Service Time, Star Diamond Carpet & Tile Cleaning will use reasonable endeavours to contact the Customer for payment. In the event that Star Diamond Carpet & Tile Cleaning cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service.

Late Payment Fee

Where Star Diamond Carpet & Tile Cleaning has 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.

The Customer agrees that if Star Diamond Carpet & Tile Cleaning has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $25 applies for the first month. Interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter.

If the Customer’s account is outstanding for more than 3 months, we will call at the Premises to collect payment in person, in which case an additional $90 minimum call out fee will apply.

Star Diamond Carpet & Tile Cleaning reserves 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. This will incur additional charge.

In addition to the amounts set out above, the Customer agrees to indemnify Star Diamond Carpet & Tile Cleaning for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Star Diamond Carpet & Tile Cleaning in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.

Complaints

If the Customer is dissatisfied for any reason with the Service provided, it must inform Star Diamond Carpet & Tile Cleaning within 24 hours of completion of the Service. Star Diamond Carpet & Tile Cleaning strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently.

In the event of a customer complaint, the Customer undertakes to give Star Diamond Carpet & Tile Cleaning the opportunity to rectify all work. Star Diamond Carpet & Tile Cleaning may, at its discretion, offer the Customer either of the following:

  1. a partial or full refund;
    re-supply of the Service without charge;
    iii. such other remedy as deemed appropriate by Star Diamond Carpet & Tile Cleaning.

We do not extend our guarantee to furnishings that have permanent wear and tear and permanent stains.

General Terms and Conditions

All prices include GST if applicable.

Though commonly called “steam cleaning”, no actual steam is involved in the hot water extraction cleaning process. Hot water extraction or steam cleaning is commonly referred to as the same process. Consumers often use these two terms interchangeably.

Heavily soiled and industrial carpet cleaning. If our technician considers your carpet to be beyond normal carpet cleaning procedures the technician may re quoted the job at industrial cleaning rates.

Insurance: We hold full public liability insurance and in the unlikely event of an insurance claim please contact us directly