Thuro Clean Carpet & Upholstery LLC’s Customer Service Agreement
Confirmation & Cancellation:
All jobs are confirmed the day before the appointment via telephone, Text message & E-Mail. If your appointment is on a Monday then the appointment will be confirmed the previous Friday. (Holidays exceptions apply) If your appointment is not confirmed by 8:00 pm the day before your appointment, we will assume that you have cancelled your appointment. If you confirm your appointment and are not at the location during the arrival window then we will consider you a “No Call No Show”. In this case, we will charge a $79.95 cancellation fee. We appreciate a minimum of 24 hour notice for any cancellations. If you need to cancel your appointment please call our office at 843-903-6895 and speak to the receptionist or leave a message. A message is sufficient for cancellation. In the event that we need to cancel your appointment, due to circumstances beyond our control, we will make every effort to notify you as soon as possible.
We schedule most appointments with a two hour window of arrival to accommodate our customers to the best of our ability. Please be expecting the technicians any time during this arrival window. If for any reason the technician will be arriving outside of this given window, you will receive a call notifying you of any changes.
Please be careful not to slip when walking from recently cleaned carpet or rugs to hard surface flooring. Take caution any time the floors are being cleaned in your home that there may be a slip hazard until the floor is completely dry. Also understand that during the cleaning process we may have several hoses and pieces of equipment in the normal traffic areas of your home. We are not responsible for any injuries that might result from our hoses, equipment, misplaced furniture or wet flooring.
Unless otherwise specified, we do not move large furniture pieces during a cleaning. This may include but is not limited to: Beds, dressers, couches, loveseats, etc. If you request these larger items to be moved then additional charges will apply. In no case will we move furniture that houses electronic items and fragile collectable type items. We use foam blocks to raise certain furniture while we are cleaning. If we use these blocks, please do not remove them until the carpet is fully dry. If we leave any furniture out of place after the cleaning please leave it off the carpet until the carpet is fully dry. We do this to prevent wood or metal furniture legs from staining your carpet after it has been cleaned. If you have questions please ask the technician while they are there. If you would like to move your furniture please do as much as possible prior to our arrival. Though we take caution to safely move your furniture, we are not responsible for damages that might result from moving furniture, whether to the home or the furniture itself. It is recommended that you care for your precious items by removing them from the working area prior to the appointment.
If you do not have any furniture in your home and expect all the areas to be cleaned, it is your responsibility to let the office know this in advance. There is an additional fee above our standard prices for cleaning homes with no furniture. If we arrive and there is not furniture we will need to add this fee. If you are not able to pay this fee you can choose to clean only the traffic areas or you can choose to cancel the appointment and you will only be charged the $79.95 cancellation fee.
Pet Spots, Odors, and Hair:
If you have pets, you are responsible for tending to them during the appointment. We will be running equipment throughout your home during the appointment which means that you need to put your animals away so that they are not able to escape the home nor they will not get in the way while we are there. We do not want anything to happen to your pets so please make arrangements for them prior to the cleaning.
Pet spots are one of the most difficult spots to remove. In some cases a typical cleaning or even a topical pet treatment will not resolve the issue. Customers with pets need to be aware that although some cases can be resolved easily, some cannot. In these circumstances we recommend removing the padding wherever the spot has occurred and replacing that area in addition to cleaning it. Even with our most intense treatment; pet odors may still exist in the home. For this reason, we are not responsible for the removal of odors, pet or any other origin. We can treat it to the best of our ability however all other variables are beyond our control.
Carpet cleaning is not a hair removal service. We make no guarantee to remove pet or human hair from your carpet and/ upholstery. Please vacuum and attempt to remove excessive hair from your location prior to your appointment. This will assist in accomplishing your desired cleaning results. If there is excessive hair upon our arrival, we will charge an additional $10 per room to attempt to remove the hair prior to cleaning.
There are several variables that affect drying time. Some of these variables can be but are not limited to: amount of soil, humidity (indoors and outdoors), air movement, and density of fibers. For this reason, we cannot 100 % predict the amount of time that it may take for your flooring or upholstery to dry. Please allow for excess time for drying.
Normal Wear and Tear:
Personal Items & Valuables:
Prior to our appointment, please remove all personal items as well as items of value and appropriately store them away. Also, we ask that you pick up items on the floor such as magazines, clothing, children’s toys, shoes and all other miscellaneous small items prior to our arrival to maximize the area that you are having cleaned (pertaining to floor cleaning).
We do provide services outside of regular business hours (Mon-Fri 9-5pm) However there is a $150.00 emergency service fee for any work that is requested as an emergency. In the case of an emergency that requires multiple appointments, all previously scheduled appointments will remain and the emergency appointment will be scheduled around our existing appointments. Please understand that we will service your problem as fast as possible however we must honor our previously made commitments.
Technicians may make recommendations to best service your request however, if you choose to make choices about your home or items that are against our recommendations we will follow what the customer prefers. This is why we are not responsible for the results of the cleaning process as sometimes we are advised against our own procedures.
Landlords & Tenants:
Because we are in a largely tourist town it is no surprise that we are constantly cleaning rental units whether it be for the landlord, property management company, or the tenant. We can only be responsible to the party that is scheduling the appointment. Please do not rely on us to coordinate with any other party that may be involved. Please have as much information and decision making done prior to scheduling an appointment. This makes the entire process much smoother for everyone involved. We do offer key pick up services for those that need it (additional charges do apply).
All cleaning services pertain only to removing as much soil as possible. Cleaning does not repair the actual structure of the fiber or area that is being cleaned. Thuro Clean does not guarantee to remove all soils, spots, and stains from your items being cleaned but we will do everything to the best of our ability. By using Thuro Clean Carpet & Upholstery, You agree to this service agreement rules and regulation pertaining to all our cleaning methods. Thanks!
So when in need of a quality clean call the team at 1-855-thuroclean or 843-903-6895