Term and Conditions

Terms and Conditions

Last updated: July 2026

These Terms and Conditions govern the use of the Phoenix Carpet & Upholstery Cleaning website and the provision of our cleaning services. By booking a service, using our website, or engaging with us in any capacity, you agree to be bound by these terms. Please read them carefully before booking.

1. About Us

Phoenix Carpet & Upholstery Cleaning ("Phoenix", "we", "us", "our") is a locally owned and operated cleaning business based in Chisholm, NSW, providing carpet cleaning, upholstery cleaning, tile and grout cleaning, rug cleaning, flea treatment, fabric protection, and related services to residential and commercial customers across the Hunter Region.

2. Quotes and Bookings

• Quotes provided over the phone, by email, or through our website are estimates based on the information you provide at the time. Final pricing may vary if the condition of the carpet, upholstery, or property differs from what was described, or if additional areas or treatments are required once we're on site.

• We will always discuss any change in scope or price with you before proceeding with additional work.

• A booking is confirmed once a time and date have been agreed between you and Phoenix, whether verbally, by message, or by email.

• We reserve the right to decline or cancel a booking at our discretion, including where access, safety, or scope of work cannot be reasonably accommodated.

3. Cancellations and Rescheduling

• We ask for as much notice as possible if you need to cancel or reschedule a booking, ideally at least 24 hours in advance.

• Repeated late cancellations or no-shows may result in a cancellation fee or a requirement for prepayment on future bookings.

• We will make reasonable efforts to accommodate rescheduling requests, subject to availability.

• If we need to reschedule a booking due to circumstances outside our control (e.g. equipment failure, illness, extreme weather), we will contact you as soon as possible to arrange a new time.

4. Access to Property

• You are responsible for ensuring our technicians have safe and reasonable access to the property and the areas to be cleaned at the agreed time.

• If access cannot be provided and this results in a delayed start, reduced scope, or an aborted job, a call-out or partial service fee may apply.

• You are responsible for securing pets during the appointment and advising us of any relevant access issues (e.g. locked gates, security systems, difficult parking) prior to our arrival.

5. Condition of Carpet, Upholstery, and Surfaces

• While we take great care with every job, some carpets, upholstery, and surfaces may not respond fully to cleaning due to their age, existing condition, prior treatment with other products, colour fastness, or the nature of a stain.

• We will assess the condition of the item before starting work and advise you honestly of what outcome is realistic. Where possible, we will flag any concerns before proceeding.

• We are not responsible for pre-existing damage, wear, colour loss, shrinkage, or deterioration that becomes more visible or is triggered by the cleaning process, where the underlying condition existed prior to our service.

• Some fabrics, dyes, and carpet backings are inherently sensitive to moisture or cleaning agents. We use industry-standard testing (such as dye and colour fastness testing) where appropriate, but cannot guarantee a particular result on every material.

6. Stain and Odour Removal

• We will always give you an honest assessment of whether a stain, mark, or odour is likely to respond to treatment.

• Some stains — particularly old, set-in, or previously treated marks — may only partially improve or may not be fully removable. This will be communicated to you prior to treatment wherever practical.

• Odour treatment (including pet odour and flea treatment) targets the source of the smell using professional-grade products, but results can vary depending on the extent and age of contamination, and whether the source (e.g. underlay saturation) requires further attention.

7. Drying Times

• Drying times vary depending on the service performed, the fibre or fabric type, humidity, ventilation, and weather conditions.

• We will provide guidance on expected drying time at the completion of the job, along with any recommendations to speed up the process (e.g. ventilation, fans).

• We are not responsible for delays in drying caused by conditions outside our control, such as high humidity or poor ventilation in the property.

8. Payment

• Payment is due on completion of the service unless otherwise agreed in writing (e.g. for approved commercial accounts or invoiced clients).

• We accept the payment methods advised at the time of booking or on invoice.

• Late payment on invoiced accounts may incur a reasonable administration fee and may affect future booking availability.

• All prices are in Australian dollars and include GST where applicable.

9. Satisfaction and Complaints

• If you are not satisfied with the standard of work, please contact us within 48 hours of the service so we can assess the issue and, where appropriate, arrange a follow-up visit at no additional charge.

• We reserve the right to inspect the area or item in question before agreeing to any remedy.

• Claims made more than 7 days after service completion may not be eligible for a free remedy, as the condition of carpet, upholstery, or surfaces can change due to factors unrelated to our work.

10. Liability

• We carry appropriate insurance for our operations and take all reasonable care when working in your home or business.

• To the extent permitted by law, Phoenix's liability for any loss or damage arising from our services is limited to the cost of re-performing the affected service or a refund of the amount paid for that specific service.

• We are not liable for indirect, incidental, or consequential loss, including loss of use, loss of income, or inconvenience, except where such liability cannot be excluded under the Australian Consumer Law.

• Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that you have under the Australian Consumer Law that cannot lawfully be excluded.

11. Fabric Protection Disclaimer

• Professional fabric protection reduces the rate at which liquids and soiling penetrate carpet and upholstery fibres, but it does not make any surface stain-proof or waterproof.

• Prompt attention to spills remains the most effective way to prevent staining, even on treated surfaces.

• Fabric protection is not guaranteed to prevent all staining and its effectiveness reduces over time with normal wear and cleaning.

12. Flea Treatment Disclaimer

• Flea treatment targets fleas at various life stages using professional-grade products, but full resolution of an infestation may depend on complementary treatment of pets (by a veterinarian) and household items such as bedding.

• Some re-emergence of fleas in the weeks following treatment is normal, due to the flea lifecycle, and does not necessarily indicate treatment failure.

• We provide documentation of treatment where requested for lease or property management purposes, but we do not guarantee outcomes required by third parties (e.g. a specific property manager's standard) beyond performing the treatment to a professional standard.

13. Website Use

• The content on our website is provided for general information purposes and does not constitute professional advice specific to your circumstances.

• We make reasonable efforts to keep information on our website accurate and current but do not guarantee that all content is free from error at all times.

• You must not misuse our website, including attempting to gain unauthorised access, introducing malicious code, or using the site for any unlawful purpose.

• All content on our website, including text, images, and branding, remains the property of Phoenix Carpet & Upholstery Cleaning and may not be reproduced without permission.

14. Privacy

Our collection and handling of your personal information is governed by our Privacy Policy, available on our website, which forms part of these Terms and Conditions.

15. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in our services, business practices, or legal obligations. The version published on our website at the time of your booking will apply.

16. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes arising from these terms or our services will be subject to the jurisdiction of the courts of New South Wales.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Phoenix Carpet & Upholstery Cleaning

Chisholm, NSW

Phone: 02 4046 7620

Email: send us a message here