Terms and conditions of trade

Cancellations/Reschedules/Lock Outs:
1.1 We reserve the right to retain your 10% deposit for cancellations/reschedules/lockouts when given less than one business day's notice. If the power or water is not available on the property, we will cancel the job and charge a 10% fee for cancellation.

Arrival Time:
2.1 Our services typically occur between 8:30 AM- 5:00 PM on your regularly scheduled day. Given that each property that we service varies in the amount of time it takes to complete, we cannot guarantee an exact arrival/departure time. However, through booking with us you will have agreed to a time slot. Our technician will aim to arrive sometime within this time slot.

Arrival Day:
3.1 Carpet Master makes every effort to consistently schedule a predetermined set day and time that we arrive at each service. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.

Access to your home:
4.1 We will discuss arrangements of how to access your property before the service. You can leave our team a house key for access, please just inform the admin of the key location and if any codes are required. Please also let us know of any alarm codes if required. You can be assured that all of our technicians have had thorough criminal background checks as part of their employee onboarding with us. Keys will be returned to the same spot or as otherwise agreed to with you.

4.2 While we take great care with any keys, alarm codes, or access details you provide, we cannot accept responsibility for any loss or damage that occurs after we have completed our service, unless it is proven to be the direct result of negligence by our staff.

Pricing:

5.1. All of our prices are quoted in $NZD and are exclusive of GST unless otherwise stated.

5.2. Any quote provided by Carpet Master will be valid for 20 working days from the date of issue. We will be happy to provide you with another quote after this time, if requested by you

5.3. If you are unsure, please contact us for a free quote.

5.4. After hours/public holidays/Sundays, you will be charged 1.5 times on top of the regular price.

5.5. Our minimum charge for any visit is $90+GST. All prices displayed on our website are excluding GST unless otherwise stated

5.6 Nothing in these terms limits or removes your rights under the Consumer Guarantees Act 1993 for services purchased for personal, domestic, or household use.

Heavy-duty requirements:
6.1 Our pricing online applies for general services. If there are heavy-duty requirements such as mold removal, pet hair removal or a very high level of dirt or staining in the carpet and/or fabric, then additional charges will apply. If your home is extra dirty or has any of the above, then please inform us of this at the time of your booking, for a more accurate quote

Service area:
7.1 We offer our services within the Auckland Council and Rodney District council areas. If you are outside this radius, then we may serve you for a call-out fee depending on the distance. Please check before making a booking.

Payment:
8.1. By engaging our services you agree and acknowledge that you have authorised the work and accept responsibility to Carpet Master for payment of any and all charges relating to services rendered.

8.2. Online payment options are internet banking, ZIP and credit card.

8.3. Payment must be made within 2 days of service completion unless otherwise agreed to in writing.

8.4. We make all attempts to recover the costs from you and will follow the following process:

8.4.1 Upon 7 days after your invoice has been sent a first automated reminder will be sent.

8.4.2 On 14 days a second reminder will be sent to you.

8.4.3 After 14 days a 7-day payment deadline email will be sent to you. We expect payment within 7 calendar days of this email. This email will inform that your debt can be forwarded to a debt collection agency if payment is not received within 7 days of the email.

8.4.4. If payment is not received within 7 days day’s of the 7 day payment deadline letter, we reserve the right to forward it to a collection service who will recover the costs on our behalf.

8.4.5. We may attempt to call you or a physical letter sent. However, this is not a requirement from us to recover your debt.

8.5. In the unlikely event that your account is turned over to a debt collections service and/or court or other legal action is necessary to collect any unpaid balance. You will be responsible for all filing fees, attorney’s fees, collection fees and other expenses incidental to obtaining full recovery of any unpaid balance. Interest may be charged at 4% per month to any unpaid balance after 20 days.

Parking:
9.1 Parking is your responsibility, where parking is not available the costs incurred by parking will be paid by you.

Getting ready for the cleaning:
10.1 You do not need to vacuum before we arrive, however we do recommend a light vacuum. Please do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you.

The setting:
11.1 We prefer that the house be unoccupied at the time of service. This way we can be the most efficient and give the best service possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service.

For example, if a client has a home office and is on conference calls, we would need to arrange our service visit around that since we wouldn’t be able to run the carpet cleaning machine during that time. Or if there is a little one at home, we would want to arrange service time around nap times, etc.

Pets:
12.1 We love them! But please kindly secure your pets outside the room/s being cleaned. This is to avoid distress from unfamiliar noises and to keep them safe from our equipment and work area.

Health and Safety:
13.1 For the safety of our team, we reserve the right to refuse or stop work if we believe the environment is unsafe, unsanitary, or poses a health risk (including aggressive animals, hazardous materials, unsafe flooring, or electrical hazards). In such cases, you may still be charged for the time spent on site and any travel costs.

Carpet:
14.1 It is the customer's responsibility to have the furniture moved. Our technician/s can move light furniture (coffee tables) but will not move heavy furniture (over 15kg’s) such as lounge suites, tallboys, beds, bookcases etc. If the floor is not vacant, then the technician/s will clean around the furniture

Carpet Stain Removal:
15.1. Although we do our best to remove stains, some stains cannot be treated successfully due to the age of the stain/s, type of stain, type of fabric etc. representatives agree to take due care and perform our duties to the best of our ability. However, some stains do cause permanent damage so we cannot guarantee the reversal of stains or pre-existing damage and we offer no promises that we can do so.

Wherever possible, our technicians will assess any area of concern and advise the likely outcome prior to starting. If you choose not to proceed with the treatment following advice from our technician you will only be liable for the associated call-out fee. However, if you choose to proceed with the service, you will be liable for all related costs as advised regardless of outcome.

In the case that our technician is unable to remove staining they will be happy to discuss alternative options with you.

In cases where there is pre-existing damage, underlying issues or where stains have been previously treated it is possible that cleaning the area may inadvertently cause further damage. Any such risk may not be obvious to our technician prior to starting and all services are delivered in good faith. Therefore, you agree and acknowledge that you will not hold us liable in this regard.

In either case, your engagement of our services constitutes an agreement that you will not hold us liable or withhold payment for services rendered based on an unsatisfactory outcome due to stains or pre-existing/underlying damage as outlined above.

15.2 We do not offer you refunds for stains that do not successfully come out with our stain treatment. By booking for stain treatment you agree that the stains may not come out with treatment

Complaints:
16.1 If you are not satisfied with the service, they must notify Carpet Master within 48 hours of completion of the service. Carpet Master will resolve the issue by offering a ‘reclean’ free second visit. It is the customer’s responsibility to sort out access to the property.

16.2 If you do not make contact within 48 hours we reserve the right to charge you full fee for the service and you may be expected to pay the original cost. If you do not make payment, this will follow our payment policy as per section 8 of the terms and conditions and this may be sent to a debt collector for collection.

Free ‘Re-Clean’ Terms:
17.1 You must remain on-site while the Carpet Master team is there for the second visit. Any concerns should be raised with the technician so that they can fix it while they are there.
If you are unable to attend the second visit and later you consider it to be an unsatisfactory service, Carpet Master will not provide a refund or another free visit. After the second visit, we will charge an hourly rate of $50+GST per cleaner per hour (Minimum booking 2 hours)

Breakage:
18.1. Carpet Master takes responsibility for their employees and their actions. Our policies are designed to help minimise risks. We will review any unresolved incident to ensure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction. Breakage is bound to happen sometimes. We do our best to prevent it and effective communication is very important.

Sometimes breakage occurs when there are “hazards”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly, tippy objects. Each incident is reviewed on a case by case basis. We cannot take responsibility for hazards. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves). If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.

18.2. In some cases, we will have the broken item repaired by a professional restoration company.

18.3. Breakage values over $50 must be verified before replacement or reimbursement will be authorised. Please save the broken item for our inspection.

18.4. Breakage must be reported within 48 hours of our visit.

Uncleanable areas
19.1 During the service, if we feel we are unable to clean a certain area (remove a stain) as it is not removable. We will send photos and/or videos of this and/or we will explain to you why this is unable to be cleaned. We will not be able to provide a free second visit or ‘re-clean’ to clean this area unless otherwise agreed by us in writing.

Limitation of Liability
20.1 While we take every care when working in your home or business, accidents can happen. If we are found responsible for loss or damage caused during our service, our liability will be limited to the reasonable cost of repairing or replacing the affected item, up to a maximum equal to the total price of the service provided. We are not liable for any indirect or consequential losses, such as loss of income, business, or opportunity. This limitation does not affect your rights under the Consumer Guarantees Act 1993.

Force Majeure
21.1 Carpet Master will not be liable for any delay or failure to perform our services caused by events beyond our reasonable control. This includes, but is not limited to, severe weather, road closures, traffic incidents, illness, power or water outages, and other unforeseen circumstances. If this occurs, we will contact you as soon as possible to arrange a new service time.

Titles and headings
22.1 Headings/titles are inserted for the convenience of you and are not to be considered when interpreting this agreement.

Severability
23.1 In the event that any of the provisions in this agreement are held to be invalid or unenforceable in whole or in part, all other provisions will nevertheless continue to be valid and enforceable with the invalid or unenforceable parts severed from this agreement.