Carpet, Rug & Upholstery Cleaning Satisfaction Guarantee
Our satisfaction guarantee
We stand behind every clean we do. If you are not 100% satisfied with the results, we will come back and re-clean the area at no additional cost — or refund your money. That is our promise, on every job, every time.
Covered
- Visible dirt and grime not removed on the first clean
- General soiling and traffic-lane build-up
- Stains reappearing after a standard clean
- Odour that returns after a standard deodoriser treatment
- Upholstery and rug cleans against the same standard
- Anywhere we have cleaned inside the scope of your booking
Not covered
- Stains declared permanent before work began
- Damage from pre-existing wear, tear or defects
- Issues from new spills, pets or accidents after the clean
- Colour loss, fading or texture changes in aged materials
- Customer-cancelled or missed appointments
- Third-party damage after the technician leaves
How a claim works
1. Call us within 14 days
Tell us the area you are not happy with. A quick photo is helpful but not required.
2. We book a re-visit
A technician returns at no charge to re-clean the affected area, usually within 1 to 3 business days.
3. We inspect together
We walk the area with you and make sure it meets our standard before we leave.
4. Still not right? Refund
If you are still not satisfied after the re-clean, we refund you in full. No quibbles, no delays.
Terms and conditions apply. Guarantee is valid for 14 days following the original service. Re-clean requests must be reported within this period.
Need to make a claim? Call +61 488 839 024.
Why we can confidently offer this
The guarantee is not a marketing line. It is built into the way we work — from the equipment we use to the people we send to your door.
Trained, certified technicians
Every technician is trained on Chem-Dry’s Hot Carbonating Extraction (HCE) process and assessed before working on their own. They are not freelancers, and they are not new hires on day one.
A process built to do it right first time
HCE uses millions of carbonated bubbles to lift dirt, allergens and grime to the surface for extraction. The result is a deeper, longer-lasting clean with far less water — and far less residue left behind.
A solution that is safe on every job
The Natural® is green-certified, non-toxic and contains no harsh soaps, detergents or phosphates. It is suitable for homes with children, pets and people with sensitivities.
Local owner-operator accountability
You are dealing with a local owner-operator, not a call centre. If something is not right, you speak to the person whose business is on the line — and we respond personally.
Frequently asked about the guarantee
Do I need my original invoice?
Helpful but not required. We keep a record of every job on our end, so we can usually find the booking from your name and address.
What if the stain comes back months later?
The 14-day window exists because most issues show up quickly. If something resurfaces well outside that window, it is usually new soiling rather than a failed clean — but call us anyway and we will talk you through it.
Does the re-clean cost anything?
No. If a re-clean is needed to meet our standard, it is on us. We will only ever charge for a new service if you ask for something outside the original scope.
How fast will you come back?
We aim to be back within 1 to 3 business days. For urgent issues (a fresh spill or active staining), call and we will do our best to prioritise.
Talk to us
Have a question or need to make a claim?
Call us on +61 488 839 024 during business hours, or send a message any time and we will get back to you the next business day.
Address
1 Cleg St, Artarmon NSW 2064
Serving homes and businesses across Sydney, NSW and surrounding areas.