Terms and Conditions
Pet urine is an issue of the carpet, pad and sub-floor beneath. Cleaning the surface of carpet will NOT remove pet odors. Pet odor removal is a separate service that involves treating the carpet pad beneath. Kleenet is not responsible for cosmetic or structural damages that might result from pet urine treatment or removal. The only way to fully remove all pet urine odors from carpet is to replace the carpet, pad and either seal or replace the sub-floor beneath; therefore, we do Not guarantee complete pet odor or stain removal.
Please let us know as soon as possible if you need to cancel your appointment. There is a $60 cancellation fee if you cancel within 24 hours of your appointment time including weekends. If off hours, please leave your cancellation notice by voice mail, text message or email. The $60 is credited back to you if you choose to reschedule with KLEENET within a two weeks of the cancelled appointment.
In the rare event we need cancel your appointment for reasons beyond our control, we will let you know as quickly as possible as well as attempt to find an suitable service provider to fill our cancellation. Abrupt cancellations may occur due to inclement weather, mechanical failure or other unforeseen events.
All jobs booked have a two hour appointment window, this includes arrival time and time for job completion of scope of work. We reserve the right to arrive earlier or later than the time booked if needed, but we will call each client as needed to inform of this. We will give you a 30 minute ETA prior to arrival.
We will NOT clean textiles in a home or facility that has an obvious bug or rodent infestation: bed bugs, cockroaches, fleas, lice, mice, rats, etc. If your home or facility has an infestation of any sort, please cancel and reschedule with us when your home or facility has been treated and cleared by a professional extermination service.
Payment is due at time of service unless previously approved for invoicing. A 4% fee is added to any invoice paid with a credit card under regardless of amount. All invoiced invoices are due within 5 business days of service date, otherwise, an additional 10% late fee is added to the balance. Unpaid invoices after 30 days will have an additional 10% late fee perpetually every 30 days until paid in full.
Caution: walking from moist carpet to hard surfaces creates a slip hazard. Please wipe your feet dry prior to walking from moist carpet to hard surfaces. We are not responsible for injuries that might result from slip hazards.
You understand we will have several hoses, both large and small, running throughout your home or facility during the cleaning service. We are not responsible for injuries that might result from our hoses, equipment or misplaced furniture being in a walkway. Designated caution signs will be used in commercial or high traffic situations.
Whether you own your home or it is a rental property, please provide our cargo van with a sufficient area to park and work from. If you know we will not be fully located on your owned or rented property during the service, please contact your Home Owners Association, Property Manager, Landlord or Public Service Department, prior to your service, to inform them of our being on any community property so they may caution surrounding neighbors, tenants or visitors of the work being performed.
We use carpet coasters to ensure we do not damage the stretch in your carpet or leave a rust or varnish stain after the carpet has been cleaned. We DO NOT use plastic tabs, foil, foam cubes or any other device to move furniture. Note that carpet beneath stationary furniture is usually clean with the exception of vacuuming when you do move it. If you would like medium to large furniture moved (50 lbs+), we sell carpet coasters at a rate of $5.00 each ($20.00 for four legs). The coasters are yours to keep and should be removed when the carpet is completely dry. If moving furniture from carpet to hard surfaces such, we sell soft coasters for $10.00 each leg ($40.00 for four legs). If you elect to move your furniture, please do so prior to our arrival as moving the furniture during service requires your continual presence. Though we take every precaution to safely move your furniture, we are not responsible for damages that might result from moving furniture. We also do not move furniture that is used to hold or house electronics such as televisions, radios, computers, telephones, lamps, etc. Please have electronics moved from these types of furniture prior to our arrival if you would like them moved.
We will be running vacuum hoses from our van into your home, which requires at least one door to be open during service. Please place your pet(s) in a crate, bathroom, or safe location where they will not escape out of the open door. We are not responsible for lost pets or their whereabouts during the service.
Traffic Lanes & Black Sole Shoe Stains
Traffic lanes occur for several reasons: fabric wear, black sole shoe stains, asphalt, pH staining, embedded soils. If you have oil-based carpet and frequently wear black soled shoes as in dress shoes, flip flops, or house shoes, please note that removing black sole shoe stains is priced as stain removal and we do not guarantee a significant change in appearance. We do not guarantee complete traffic lane soil removal.
There are several contributing factors that affect dry time: level of moisture, level of humidity, air movement and thickness of carpet. Dirtier carpet requires increased water usage, which adds to dry time. Dry time varies based on level of soiling, outside humidity, air movement and thickness of carpet.
Dry Carpet Cleaning/Upholstery Cleaning
If you choose to use our Dry Carpet Cleaning method, you are responsible for thoroughly vacuuming the carpet after it is completely dry. Doing so removes the encapsulated soils and is vital to completing the service. If you do not wish to vacuum, we will quote you on revisiting your location to vacuum for a fee.
Spots & Stains
During our pre-inspection, please be sure to point out all spots and stains that are concerning you. We recommend letting us clean your carpet first to see if the spot(s) comes up with the cleaning. Any spot that remains after cleaning is considered a stain. Stain removal is charged separately. Stains may be permanent in nature and we will advise accordingly.
Service Complaints are Time Sensitive
Any service complaint related to re-cleaning certain areas must be made within one weeks (7 days) of the original service date & time. The complaint can be made by phone, text, email or letter, but it must be received within one week (7 days) of the original service date & time. If the original service was in anyway related to pets, and the customer or household still has the pet(s) in the home, the complaint window is void.
Service Complaints In and Outside of our normal service area
Any service complaints receive the first available appointment slot to revisit or re-clean areas in question. Service complaints outside of our 10 mile service radius may choose the next available appointment slot at a $50 cost, or may wish to have us revisit/re-clean the area in question when we’re in your area over the following two weeks from the original complaint. If more than two weeks has passed and there is an issue that arrises over a completed service, we will revisit/re-clean the area in question at our next available appointment slot at a discounted rate. We offer a 100% service satisfaction under normal operating conditions, in the event of a dissatisfaction we will do our best to resolve this but the issue must be explained in detail in writing within 7 days. We will still work with you after 7 days but the most we can offer at this point is a 30% discount or a minimum charge waiver whichever carries the lesser value.
Small, Unnoticeable Stain
We are not responsible for removing small, unnoticeable stains from your carpet that you have not previously pointed out during pre-inspection. We will attempt to remove unnoticeable stains if you point each one out at a nominal removal rate.
We are not responsible for removing paint drops that might have occurred from previous paintings. We will attempt to remove paint stains if you point all of them out and we agree on a removal price.
We cannot fully remove paint stains, varnish, black shoe sole stains, filtration stains along the baseboards, dyes, inks, rust, burn stains, or any substance that is known cause permanent staining. If we do attempt to remove such stains, we do not guarantee complete removal or satisfaction. Many carpet repair services can remove stains by patching the carpet and moving it to an inconspicuous corner or closet.
Pet or Human Hair
Carpet cleaning excludes hair removal. We make no guarantee to remove pet or human hair from your carpet or upholstery. If your carpet has noticeable amounts of pet or human hair, we will charge a fee to attempt to remove as much hair as possible prior to our cleaning.
If you would like for us to wear shoe covers at all times in your home, please let us know prior to our arrival. We typically wear shoe covers when it has been raining outside. We will always clean our shoes or wear shoe covers when walking on your freshly cleaned carpet.
Dark Lines at the Baseboard/Door Thresholds
Filtration stains are dark lines around the parameter of your carpet at the baseboard. These are caused by air filtering into the walls at the baseboard typically from gas heat, candles and gas appliances. These stains consist of fine particles that embed themselves into the carpet fiber. Attempting to remove filtration stains results in an insignificant change; therefore, we do not offer filtration stain removal.
Wicking (Reappearing Spots)
Oil-based carpet can wick, or re-evaporate spots to the surface as the carpet dries. Applying stainguard to the carpet after cleaning reduces wicking. If you do not purchase stainguard, we are not responsible for spots that might return during the drying process.
Normal Wear and Tear
While we take every precaution to care for your home, we are not responsible for normal wear and tear such as minor scratches, dents and scuffs that might result from service.
Personal Items & Items of Value
Prior to our arrival, please have your personal items as well as items of value appropriately stored away. We are not responsible for picking up personal items on the areas we are going to clean. Electronic devices should be picked up and off of the floor, we use steam and moisture in our cleaning we are not responsible if items get moist from being in close proximity to our cleaning equipment.
Personal Property on Carpet
We are carpet cleaners – not a maid service. Please have small furniture and personal items such as magazines, clothing, kid’s toys, shoes, etc., off the floor unless you do not want the carpet cleaned beneath such items. Electronic devices should be picked up and off of the floor, we use steam and moisture in our cleaning we are not responsible if items get moist from being in close proximity to our cleaning equipment.
Carpet Cleaning Results
The Packages levels pertain only to soil removal and not structural fiber improvement. KLEENET does not guarantee to remove all soils, spots and stains from your carpet.
Vacant or Unchaperoned Homes or Facilities
As owner, landlord, tenant or agent of the owner, landlord or tenant, you release KLEENET from service complaints or all claims of damage to your home or facility when you agree to allow our employee’s to be in your home or facility without your presence.
Water Only Cleaning
If you refuse the use of detergents to clean your textiles, you assume all responsibilities with the results of using water only. Detergents remove soils from textiles at a significant rate as compared to water alone.
KLEENET is not responsible for and damage that may occur during the window cleaning process. The removal of items on the glass (EX: paint oversray, bird excrement, etc) carries the possibility of small scratches to the glass surface, we cannot be held responsible for this. Anytime an item is adhered to glass it may cause etching to the glass surface. KLEENET cannot clean or service windows that have cracks, dings, or scratches.
Solar Panel Cleaning
Solar panel cleaning removes the layer of dirt from the photovoltaic panel tops, we cannot be held liable for electrical issues or from any issues with installation or maintenance of the panels brackets, housing, cabling, or any other parts of the system.
Gutter cleaning services removes the build up of dirt, leaves, refuse from the gutter system installed on a residence or commercial structure. KLEENET is not responsible for the construction or upkeep of the materials making up the gutter channel or its fixation to the structure. Any areas that have problems found during the cleaning with be noted and shared with the client. KLEENET is a gutter repair company and does not take responsibility for any issues or damages that exist.
By choosing KLEENET you agree to settle unresolved complaints and disputes through a reputable arbitration company in or near the company’s headquarter area.
Please call with any questions you may have regarding our disclaimer or other service questions. KLEENET 650-574-4696