These terms apply to bookings and cleaning services provided by SM Steam Cleaning. Please read them before confirming a service. By booking or allowing work to commence, the customer agrees to these terms.
Quotes are based on the information provided by the customer, including the number and size of rooms or items, condition, service type and access. If the actual job differs materially from the information supplied, SM Steam Cleaning may revise the price before commencing the additional or changed work. Any optional extras should be agreed before they are performed.
The customer is responsible for providing the correct address, contact details and reasonable access to the property at the agreed booking time. Please advise us in advance about apartments, stairs, lifts, restricted parking, loading restrictions, security access or unusually long equipment access.
If our technician cannot safely or reasonably access the property, the appointment may need to be rescheduled or cancelled.
Please provide as much notice as possible if you need to cancel or change an appointment. Late cancellations, repeated changes, no-shows or situations where our technician attends but cannot access the property may be subject to a cancellation, call-out or rescheduling charge where this was communicated as part of the booking.
Payment is due in accordance with the amount and payment arrangement confirmed for the booking. Any additional work requested on site should be agreed before it is carried out. Applicable GST, card processing fees or other disclosed charges may be added where relevant.
SM Steam Cleaning will use reasonable professional care when providing the booked service, but complete stain, mark or odour removal cannot be guaranteed. Results depend on factors including the material, age, condition, stain source, previous treatments, dye stability, wear, contamination depth and any permanent fibre or colour damage.
Cleaning cannot reverse permanent staining, bleaching, burns, fading, wear, pre-existing damage or deterioration.
If your booking is specifically for stain removal or stain treatment, the quoted service price remains payable even if the stain cannot be completely removed. The charge is for the professional treatment and work performed, and 100% stain removal is not guaranteed unless specifically agreed in writing before the service.
Room Size & Carpet Cleaning Pricing: Standard room pricing applies to rooms up to approximately 3m × 3m. Larger rooms may be counted as more than one room or charged additionally depending on size. A living room is counted as 2 rooms. Hallways, stairs, landings, walk-in robes and other additional carpeted areas are considered extra work and will incur additional charges unless specifically included, quoted and specified in the booking confirmation.
Couch & Lounge Pricing: Couches and lounges are priced differently. The general couch price of $30 per seat applies to couches with non-detachable cushions. Detachable cushions will be charged additionally. Lounge cleaning is generally charged at $35–$40 per seat, depending on size, design and condition.
Minimum Call-Out: All bookings are subject to a minimum service/call-out charge of $100 + GST. Any work valued below $100 will still be charged at the minimum rate of $100 + GST. Any additional work not specifically listed and included in the booking confirmation may be quoted and charged separately.
Unit & Apartment Access: There is no additional access charge for ground-floor units/apartments or buildings with a working lift that provides suitable access for our cleaning equipment.
Stair Access Charges: If your unit or apartment is located on the 1st or 2nd floor and requires our technician to carry the cleaning machine and equipment up approximately 1–2 flights of stairs, an additional $50-$70 labour charge may apply. If stair access was not disclosed before booking, this charge may be added on-site.
For properties requiring equipment to be carried up approximately 3–4 flights of stairs or to higher levels, an additional labour charge of approximately $80–$100 may apply depending on the access, floor level and amount of equipment required.
Third-floor or higher properties: Where access involves additional or difficult stair carrying, the applicable labour/access charge will be discussed and confirmed with the technician on-site before the additional work proceeds. Customers are requested to disclose the floor level and whether a working lift is available when making the booking.
Some carpets, couches, mattresses, rugs and curtains may require special treatment or may not be suitable for the requested cleaning method. Customers should disclose known care instructions, delicate materials, previous damage or specialist fabrics before cleaning. SM Steam Cleaning may decline or modify a treatment where there is a reasonable risk of damage.
Drying times are estimates only and can vary because of material thickness, weather, humidity, ventilation, temperature and the level of cleaning required. Customers should allow adequate drying time and follow any aftercare instructions provided by the technician.
Please remove small, fragile, valuable or personal items from the cleaning area before our technician arrives. Heavy furniture is not automatically included in moving or relocation. If furniture movement is required, discuss this before the service begins.
SM Steam Cleaning is not responsible for pre-existing damage, normal wear, loose seams, weakened backing, unstable dyes, deteriorated fabric, damaged flooring, previous chemical damage or defects that become more apparent during or after cleaning. Customers should identify known damage before work starts where possible.
Photos supplied for quoting are used to help understand the job but may not reveal every condition. A technician may need to reassess the item or area on arrival. Any material change to the scope or price should be discussed before proceeding.
If you have a concern about the completed service, contact SM Steam Cleaning as soon as reasonably possible with your booking details, description of the issue and photos where relevant. This gives us an opportunity to review the concern and determine an appropriate response.
Customers, children and pets must remain clear of cleaning equipment, hoses, wet surfaces and active work areas while the service is being performed. Our technicians will take reasonable care and safety precautions during the service; however, if a customer, child, pet or other person enters or remains within the active work area despite being asked to keep clear, SM Steam Cleaning will not be responsible for injury, loss or damage arising from risks that could reasonably have been avoided by following the technician’s safety instructions, to the extent permitted by law. Our technicians may refuse, pause or stop work where conditions are unsafe, unlawful or likely to cause injury or damage to people, property or equipment.
If you are unsure whether a condition applies to your booking, please contact us before the service. We would rather clarify the job and expectations before work begins.
