General Terms of Service

  1. 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.
  2. Free quotes are available through phone inquiries. For on-site quotations, a minimum call-out fee will be applied.
  3. 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.
  4. Additional charges may apply if we discover additional damage or extra work during our service.
  5. Customers are required to grant our technicians permission to take before and after photos of the cleaned items.
  6. Please note that we do not provide a shrinkage guarantee for curtain cleaning services.
  7. Quoted prices for upholstery, mattress, curtains, carpets, and tile cleaning may vary from the final quotations provided during the inspection.
  8. 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

  1. Customers are free to cancel or make changes to their bookings by contacting our customer service center via toll-free numbers or email.
  2. Cancellation requests must be communicated at least 24 hours prior to the scheduled service time to avoid a call-out fee.
  3. A call-out fee will be charged if customers cancel upon the arrival of our technicians.
  4. Changing the appointment date and time does not incur additional charges.
  5. Lounge Master reserves the right to cancel appointments if services are not secured and may reschedule or delay services in unavoidable circumstances.

Access

  1. 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.
  2. Our technicians require access to running water and electricity at the property.

Pricing and Quotations

  1. Minimum call-out fees $150 and for duct cleaning or repair range from $180 to $200, depending on distance and premises type.
  2. Payments are due on the same day after service completion and can be made in cash, credit cards, or AMEX cards.
  3. Full payment in advance is required if the customer is not present at the property during the service time.
  4. 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.
  5. Portable machines are used for multi-story apartments, and additional charges may apply for properties on the 2nd floor and above without lift access.

Claims

  1. Our work is guaranteed for 24 hours. If customers are dissatisfied, they may contact us via email. However, no refunds will be provided.
  2. Technicians are not responsible for pre-existing damage to items or properties that cannot be restored through regular cleaning methods.

Stain Removal

  1. While we make every effort for effective stain removal, complete removal is not guaranteed and depends on stain type, age, and fabric.
  2. 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.
  3. Sun-damaged or discolored items can be cleaned but are not guaranteed for stain restoration.
  4. We assess stain removal options based on prior treatment attempts.
  5. Additional charges may apply for heavily stained items.

Smell and Mold Removal

  1. We strive to remove smells and mold but cannot guarantee 100% removal.
  2. Customers hiring us for smell or mold removal accept our terms and conditions.

Pest Control Services

  1. Customers must vacate the property for at least 2 hours during pest control treatment.
  2. Pest inspections are limited to accessible areas; inaccessible areas may not be covered.
  3. Technicians provide a report and offer pest control tips.
  4. A call-out fee applies for pest inspection-only requests.

Carpet Cleaning Services

  1. Faded carpets due to sunlight and wear and tear may only be cleaned; full restoration is not guaranteed.
  2. The company is not liable for latent or hidden damages during carpet inspection or cleaning.
  3. Sub-standard dye or dyeing methods may lead to carpet discoloration during cleaning; complaints are not entertained in such cases.
  4. Quoted prices are estimates and may be adjusted based on the actual carpet condition.
  5. 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.
  6. Carpets and rugs require 6-8 hours to dry, and we recommend well-ventilated properties.
  7. Carpet prices are calculated per square meter, plus a $3/Sq2m charge.

Curtain and Drapery Cleaning

  1. Lounge Master is not liable for latent damage, dye/colour migration, or UV damage not visible during inspection.
  2. A 5-10% curtain shrinkage is considered industry standard, and we do not take responsibility for curtain shrinkage.
  3. Curtain rubber back may be damaged during dry cleaning; the company does not hold responsibility.
  4. Larger curtains are charged by measurement.

Upholstery Cleaning

  1. Prices may vary for standard and extra-large couches.
  2. Ottomans and chaises are priced as one seat when included in upholstery packages.
  3. Individual prices for ottomans, armchairs, and recliners differ.
  4. Fabric upholstery cleaning prices depend on fabric condition.
  5. Leather upholstery incurs additional charges.
  6. Lounge Master is not responsible for dye/colour migration on leather upholstery.
  7. Calculations are based on the couch’s seating capacity.

Tile and Grout Cleaning

  1. Lounge Master is not responsible for unexpected tile and grout conditions, such as loose, chipped, or scratched tiles, missing grout, or UV damage.
  2. We do not provide full tile replacement but can address minor tile damages.

Duct Cleaning

  1. Duct cleaning quotations are subject to inspection and depend on premises type and number of levels.
  2. Lounge Master is not liable for hidden or existing damage, including leaking ducts, cracked insulations, or fiberglass damage.

Mattress Cleaning

  1. Mattress cleaning prices depend on size and pre-existing condition.
  2. We attempt but do not guarantee complete stain removal from mattresses.
  3. Deeply seeped fluids inside mattresses may not be completely removable.
  4. 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.