Cancelations & Postponements

It is important to understand that your appointment reserves a dedicated block of time for your technician’s workday. If you need to cancel or reschedule your appointment for any reason, we request a minimum of 48 hours’ notice whenever possible so we have the best opportunity to fill the reserved time slot.

A $50 cancellation fee per van booked may be charged for no-shows or cancellations made within 48 hours of the scheduled appointment time. This fee helps offset lost scheduling time and labor costs for technicians who rely on scheduled work as part of their income.

Furniture Moving

Sterling Carpet Care is happy to move furniture as part of our service at no additional charge whenever it can be done safely and reasonably. However, we will not move items that are excessively heavy, oversized, unstable, delicate, or otherwise present a risk of injury or damage during handling.

Examples may include, but are not limited to, beds, sectional sofas, dining room tables, large bookshelves, entertainment centers, aquariums, plants, top-heavy furniture, or items containing fragile components.

Furniture moving decisions are made at the discretion of our technicians based on safety, accessibility, flooring conditions, and the risk of damage to the furniture, surrounding property, or our equipment. Customers are responsible for removing valuables, electronics, fragile items, and breakables from furniture prior to service.

This policy exists to protect both our customers and our technicians. In many cases, the risk of damage from moving certain items outweighs any cleaning benefit gained from accessing the small area beneath them.

Spot Removal & Traffic Wear

While we make every reasonable effort to improve spots, stains, and heavy traffic areas, Sterling Carpet Care cannot guarantee complete spot or stain removal. Some conditions including permanent wear, fiber damage, discoloration, bleaching, dye staining, chemical damage, or age-related deterioration may not be fully correctable through cleaning alone.

We are happy to provide a follow-up touch-up within two weeks of the original service if you are dissatisfied with the initial results. Some spots and heavily soiled areas may respond better after additional treatment, and customers should not hesitate to request a reattempt when appropriate.

Please understand that cleaning cannot repair physical wear or permanent damage to carpet, upholstery, tile, grout, or other surfaces. For example, traffic wear, fiber loss, fading, and permanent staining may remain visible even after professional cleaning. Common sources of permanent discoloration or dye damage may include bleach, hair dye, inks, certain foods or beverages, urine, vomit, cleaning chemicals, and other staining agents. This list is not exhaustive, and individual results may vary.

Sterling Carpet Care will always act in good faith and make a professional effort to improve the condition of the surfaces being cleaned. However, we cannot accept responsibility for pre-existing damage, permanent staining, or conditions that cannot reasonably be corrected through professional cleaning methods.

Refusing Service

At Sterling Carpet Care, we take pride in delivering exceptional results and that means being honest when a carpet, rug, or upholstery item cannot be safely or effectively cleaned. In some cases, extreme soiling, damage, fiber composition, contamination, or other conditions may make proper cleaning impossible without risking further harm to the material or our equipment. In other situations, access restrictions or site conditions may prevent safe equipment setup or make the requested service technically impossible without prior notice.

If this occurs, our technicians will clearly explain the issue and discuss any available alternatives. If work cannot be reasonably or safely completed, you will not be billed for the service.

For the safety of our team and the integrity of our work, Sterling Carpet Care reserves the right to refuse or discontinue service in environments that are unsafe, unsanitary, or hostile. We do not tolerate abusive, harassing, discriminatory, or threatening behavior toward our staff. Our goal is to provide exceptional service in an environment of mutual respect and professionalism for both our clients and our technicians.