Cancelations & Postponements
It is important to understand that your appointment is a block of time that our technician is booked for you only. If you decide that your time won't work for any reason we'll need a minimum of 48 hours advance notice to have the best chance of filling your spot. This will ensure that your technician won't be left with unpaid time in their day. For the same reason a $50 fee, per van booked, will be charged for any no-shows or cancellations that fall within 48 hours of your booking. This is not a punishment, but strictly to pay our employees who rely on steady work to provide their income.
Furniture Moving
We are happy to move furniture upon request and at no extra charge. Our only stipulation is that we will not move furniture that is so large in size or so heavy that one employee attempting to move the item may result in breaking the item or injuring themselves (eg. Beds, Bookshelves, Dinning Room Tables, Sectional Sofas, etc.). We also can not move anything that may be delicate or so difficult to move that in the attempt we may cause damage (eg. Plants, Aquariums, Entertainment Centers, or any Top-Heavy Items). This policy is as much in place for you as it is for us. Trust us when we say that it isn’t worth a broken bed frame or cut carpet to get a few dust-bunnies.
Spot Removal & Traffic Wear
We cannot guarantee that all spots or traffic wear will be removed, only that we will absolutely make the effort. In fact, we will always return for a touch-up within two weeks of the initial service if you are not satisfied with the results of the first attempt. You do not need to feel guilty in asking for a follow up. Cleaning is both an art and a science and can sometimes require a second pass. However, our service is cleaning only and can not remove wear patterns in carpet anymore than your washing machine can remove wear from an old pair of pants. The same goes for anything that may be considered a dye. Dyed fibers usually can’t be returned to their original color. Common dyes include bleaching agents, hair dye, some food and beverage products, urine, vomit, inks, etc. This list is not comprehensive and some items on it can be addressed, but not guaranteed.
We will always make a good faith effort and we will always be happy to re-attempt any spot removal. However, it may be impossible to remove some damage from carpet, upholstery, even tile and we can not accept responsibility for something that is beyond our ability to address.
At Sterling Carpet Care, we take pride in delivering exceptional results—and that means being honest when a carpet or upholstery item cannot be safely or effectively cleaned. In some cases, extreme soiling, damage, fiber composition, or hazardous conditions make proper cleaning impossible without risking further harm to the material or our equipment. When this occurs, our technicians will clearly explain the issue and you will not be billed for our time.
For the safety of our team and the integrity of our service, we also maintain the right to refuse service in environments that are unsanitary, unsafe, or where clients engage in abusive, harassing, or discriminatory behavior. Sterling Carpet Care does not tolerate bigotry, hate speech, or hostility toward any member of our team. Our goal is to provide exceptional service, and that requires an atmosphere of basic respect and professionalism in every home we visit.
Refusing Service