Terms & Conditions

These terms and conditions constitute the full and complete service agreement between you and Black Gold Carpet Cleaning located in Carnegie, Vic , 3163, Australia for the provision of services by Black Gold Carpet Cleaning
Please take some time to review this Agreement. Use of our services constitutes your acceptance of these terms and conditions.

  • Carpet, Upholstery & Tile Cleaning Services

Black Gold Carpet Cleaning agrees to provide carpet, upholstery and tile cleaning services to the customer at an address specified by the Customer.

The service will be agreed upon with the customer at the time of booking. Bookings can be made by telephone, email, website contact forms or our social media accounts. 

Black Gold Carpet Cleaning  will provide one or more carpet cleaning technicians to attend the premises to provide the service at a time and date mutually agreed upon.

Black Gold Carpet Cleaning will provide a booking time within a 30 minute arrival window. We are not responsible for delays due to traffic, previous job going overtime or any delays which may cause our technician to be running late. We will attempt to contact you if your appointment is running late but we generally do not offer a discount or reduced price for delays in starting your job.

Black Gold Carpet Cleaning endeavours to provide the service in a timely and safe, professional manner.

  • Estimates, Quotations and Pricing

Any price quoted to you prior to a physical inspection of the work, is an estimate only based on our experience, without inspection, and based on information provided by you.

All prices quoted are inclusive of GST.

Quotations are valid for 14 days.

Our minimum charge for any job is $110.

Our estimates and quotations are based on a standard room size of 12sqm for both furnished and unfurnished rooms. Rooms less than 12sqm will be counted as one room.  Rooms greater than 12sqm but less than 25sqm will be counted as two rooms. Hallways are generally counted as half a room. Stairs are counted and charged by step.

Upholstery cleaning is based on a per seat charge, where a “seat” is determined by how many people can comfortable sit on a couch, rather than the number of seat cushions. Additional charges may apply for recliners, ottomans, chaises and loose cushions.

Quotations for rugs and mattresses are based on their size and condition. (minimum charges apply)

Fabric protection is an additional charge based on the sqm or seat size of the service.

Pre vacuuming is an additional charge of $10 per room.

Tile & Grout Cleaning quotations are per sqm (minimum charges apply)

Once our technician arrives onsite, they will inspect the premise and determine the actual size and condition of the rooms/furniture to be cleaned and confirm the price with you before work commences. Generally our quotations do not vary greatly from the estimates given, unless the job is very different from what has been described by you e.g. the rooms are bigger than described, the carpet or upholstery is heaily soiled/stained, extra rooms/seats added.

During this inspection our technician will fill out a condition report noting the condition of the premises and any pre existing damage/staining/wear and tear. The technician will ask you to sign this condition report once they have completed their inspection and explained the services required. By signing this report you are agreeing to the terms and conditions listed.

Black Gold Carpet Cleaning cannot be responsible for any pre-existing condition that is not apparent upon visual inspection of the premises. Including, but not limited to issues such as unstable dyes, UV damaged carpet or timber floors, over or under stretching of carpet, bodily fluids within mattresses, and chemical residue from previous cleaning.

  • Stains

Normal stains and spots are included in the standard carpet cleaning quotation. Difficult stains are not included and incur additional charges as it is a specialty service.

An inspection before cleaning commences will identify difficult stains which may incur additional charges. Difficult stains include, but are not limited to, grease, red wine, coffee, ink, bleach, soft drink, cordial, tea, vomit, blood, rust, urine and pet stains.

Difficult stains may be permanent and Black Gold Carpet Cleaning does not offer any guarantee that stains will be removed. Deterioration, fading, heavy traffic and wear cannot be rectified by cleaning.

  • Cancellation Fess and Other Charges

The Customer must notify Black Gold Carpet Cleaning prior to 4pm on the business day before their booking if they wish to suspend, postpone or cancel the Service for any reason.

Provided adequate notice is given, we will reschedule the service if required.

If adequate notice is not provided, the customer agrees to pay a cancellation fee of $110 (minimum charge) for our loss and administration costs.

Access fees apply for properties with limited access, such as stairs. A $15 fee will be charge per floor over ground level where there is no lift access.

Parking fees for meters or paid public carparks will be at the expense of the customer.

If keys need to be collected and/or returned to a Real Estate Agent there will be a small fee based on distanced travelled.

  • Payment Terms

The Customer agrees to pay the price quoted by Black Gold Carpet Cleaning in full at the completion of the service.

If no payment has been made by the end of the service, Black Gold Carpet Cleaning will use reasonable endeavours to contact the Customer for payment.

Where Black Gold Carpet 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.

Invoices unpaid for more than 30 days will incur a late payment fee of $110.

Further fees may apply for invoices unpaid beyond 30 days.

Black Gold Carpet Cleaning reserves the right to pass the debt on to a collection agency and refer the customer’s personal details to credit reporting agencies if the customer’s account remains overdue past this point. This will incur additional charge.

Payments may be made in cash, by Mastercard or Visa Card or via bank deposit or bank transfer. Banking details are listed on all invoices.

  • Warranty and Guarantee

Black Gold Carpet Cleaning cleans carpets and upholstery to Australian Standards AS/NZS 3733:1995

If you are not satisfied with our service we will re clean any areas of concern if notified within 48 hours.

To the extent permitted by law, Black Gold Carpet Cleaning will not accept responsibility or liability for damage or other claims notified beyond 48 hours from the completion of the service.

If it’s proven that we’ve caused any damage and we’re notified within 48 hours, we will attempt to fix the issue. At our discretion an insurance claim may be lodged by us with regards to a client’s damaged property.

  • Customer Expectations

The customer will provide a safe working environment at the Premises for the technician to perform the service and give clear, unobstructed access to areas requiring cleaning.

The customer 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.

Prior to the service the customer will advise the technician, of any hazards, slippery surfaces, risks or dangers.

The customer 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.

The customer will pre vacuum carpet and/or upholstery prior to the technican’s arrival on site.

Due to the nature of cleaning with heat and chemicals, all children and pets must be kept out of the areas where the service is taking place.

The carpet or floor may remain damp for several hours after the completion of the work. This may result in a slip hazard when walking from the carpet to hard floors such as tiles or floorboards.

  • We do not Guarantee

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

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

Newly laid carpet which has not been stretched adequately, may appear loose after cleaning. This should rectify once the carpet dries.  However if it does not, then we are not responsible and the customer should contact the company who laid the carpet and request re stretching.

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

Black Gold Carpet Cleaning reserves the right to refuse to clean your items due to certain conditions or risk of damage to your items / furnishings. If in this instance you request the service to proceed, we will not be liable for any damages that occur as a result.