General Terms of Service
- Lounge Master provides a comprehensive range of cleaning services, including couch cleaning, sofa cleaning, lounge cleaning, and upholstery cleaning, all of which include call-out charges.
- Free quotes are available through phone inquiries. For on-site quotations, a minimum call-out fee will be applied.
- Service requests are registered by Lounge Master for up to 24 hours following completion. Any complaints or issues beyond this timeframe will not be considered.
- Additional charges may apply if we discover additional damage or extra work during our service.
- Customers are required to grant our technicians permission to take before and after photos of the cleaned items.
- Please note that we do not provide a shrinkage guarantee for curtain cleaning services.
- Quoted prices for upholstery, mattress, curtains, carpets, and tile cleaning may vary from the final quotations provided during the inspection.
- Our company offers complimentary storage for cleaned goods up to 21 days after notification of completion. A storage fee may be incurred for goods not collected within this timeframe. The company is not liable for sub-contracted services after 21 days.
Booking Cancellation and Amendments
- Customers are free to cancel or make changes to their bookings by contacting our customer service center via toll-free numbers or email.
- Cancellation requests must be communicated at least 3 hours prior to the scheduled service time to avoid a call-out fee.
- A call-out fee will be charged if customers cancel upon the arrival of our technicians.
- Changing the appointment date and time does not incur additional charges.
- Lounge Master reserves the right to cancel appointments if services are not secured and may reschedule or delay services in unavoidable circumstances.
- Customers are responsible for arranging parking for our vehicles, and parking costs will be added to the invoice. Additional surcharges may apply if parking is not readily available.
- Our technicians require access to running water and electricity at the property.
Pricing and Quotations
- Minimum call-out charges for services range from $99 to $120, depending on the type of service.
- Minimum call-out fees for duct cleaning or repair range from $180 to $200, depending on distance and premises type.
- Payments are due on the same day after service completion and can be made in cash, credit cards, or AMEX cards.
- Full payment in advance is required if the customer is not present at the property during the service time.
- Lounge Master reserves the right to adjust quoted prices if the item or property condition differs from the description provided during booking or if additional work is requested.
- Portable machines are used for multi-story apartments, and additional charges may apply for properties on the 2nd floor and above without lift access.
- Our work is guaranteed for 24 hours. If customers are dissatisfied, they may contact us via email. However, no refunds will be provided.
- Technicians are not responsible for pre-existing damage to items or properties that cannot be restored through regular cleaning methods.
- While we make every effort for effective stain removal, complete removal is not guaranteed and depends on stain type, age, and fabric.
- Certain stubborn stains, such as bleach, ammonia, acid, grease, dyes, and high-alkaline solution stains, may be permanent. We do not provide a 100% stain removal guarantee.
- Sun-damaged or discolored items can be cleaned but are not guaranteed for stain restoration.
- We assess stain removal options based on prior treatment attempts.
- Additional charges may apply for heavily stained items.
Smell and Mold Removal
- We strive to remove smells and mold but cannot guarantee 100% removal.
- Customers hiring us for smell or mold removal accept our terms and conditions.
Pest Control Services
- Customers must vacate the property for at least 2 hours during pest control treatment.
- Pest inspections are limited to accessible areas; inaccessible areas may not be covered.
- Technicians provide a report and offer pest control tips.
- A call-out fee applies for pest inspection-only requests.
Carpet Cleaning Services
- Faded carpets due to sunlight and wear and tear may only be cleaned; full restoration is not guaranteed.
- The company is not liable for latent or hidden damages during carpet inspection or cleaning.
- Sub-standard dye or dyeing methods may lead to carpet discoloration during cleaning; complaints are not entertained in such cases.
- Quoted prices are estimates and may be adjusted based on the actual carpet condition.
- We are not responsible for damages including weak dyes, fading from sun damage, brittle carpets, discolouration from acids, inappropriate previous cleaning methods, high-foot traffic areas, latex deterioration, or texture changes after cleaning.
- Carpets and rugs require 6-8 hours to dry, and we recommend well-ventilated properties.
- Carpet prices are calculated per square meter, plus a $3/Sq2m charge.
Curtain and Drapery Cleaning
- Lounge Master is not liable for latent damage, dye/colour migration, or UV damage not visible during inspection.
- A 5-10% curtain shrinkage is considered industry standard, and we do not take responsibility for curtain shrinkage.
- Curtain rubber back may be damaged during dry cleaning; the company does not hold responsibility.
- Larger curtains are charged by measurement.
- Prices may vary for standard and extra-large couches.
- Ottomans and chaises are priced as one seat when included in upholstery packages.
- Individual prices for ottomans, armchairs, and recliners differ.
- Fabric upholstery cleaning prices depend on fabric condition.
- Leather upholstery incurs additional charges.
- Lounge Master is not responsible for dye/colour migration on leather upholstery.
- Calculations are based on the couch’s seating capacity.
Tile and Grout Cleaning
- Lounge Master is not responsible for unexpected tile and grout conditions, such as loose, chipped, or scratched tiles, missing grout, or UV damage.
- We do not provide full tile replacement but can address minor tile damages.
- Duct cleaning quotations are subject to inspection and depend on premises type and number of levels.
- Lounge Master is not liable for hidden or existing damage, including leaking ducts, cracked insulations, or fiberglass damage.
- Mattress cleaning prices depend on size and pre-existing condition.
- We attempt but do not guarantee complete stain removal from mattresses.
- Deeply seeped fluids inside mattresses may not be completely removable.
- Lounge Master is not responsible for mattress discoloration.
Factors Considered During Booking and Quotation
Our pricing takes into account factors such as carpet/upholstery/curtain fiber type, soiling and staining extent, property type and access, and item cleaning history.