Terms & Conditions

Terms of service and a few points to consider.

At Monadnock's Best Cleaners L.L.C we take customer satisfaction very seriously and will always do our utmost to leave you a very happy customer. The following are our terms of service but if for any reason you do not feel you had the service you paid for, we offer 100% satisfaction guarantee on all carpet, upholstery and rug cleaning, and commercial cleaning services, meaning you don’t pay full price if you’re not happy (we would require notification of any problem and the opportunity to put it right which would hopefully solve any issue or offer a 20% discount for that month of service). There are a few possible issues that we do not accept financial responsibility for, as listed below. If any of these issues were to happen, we would of course revisit to try and rectify the problem if possible.

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     Payment – Payment is normally completed by card payment on the day of the job after we have completed our work. We take most major debt and credit cards. For those of you not at home or unable to make payment on the day then payment is due within 7 days of invoice date (completed date of work). Payment period maybe extended to 30 days for some commercial work by prior written arrangement only. Payment is by card, bank transfer or check (Payable to Monadnocks Best Cleaners llc). Sorry we do not accept cash. Monadnocks Best Cleaners reserves the right to add charges and interest on to any outstanding invoices after the 7 days from invoice date, as well as any costs incurred in settling outstanding invoices. These charges will normally be in the form of $80 USD being added to you bill after 7 days has elapsed but these charges maybe higher on occasion.

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     Cancellation Policy – We understand that sometimes you may need to move a booked appointment and as long as we have more than 48 hour notice from your set appointment time, we will accommodate moving the appointment free of charge. If necessary, please give us as much notice as possible. Last minute changes to our schedule can be hard to juggle.
For cancellations with 48 hours notice or less there will be a charge of 50% of the cancelled appointment deposit fee(deposit fee is 60% total charge). This means 48 hrs notice before the set appointment time. Service days are Monday to Friday excluding holidays. We will charge 50% of the original deposit fee for missed appointment(s) if due to customer late cancellation.

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     Stains and Marks – We will do our absolute best, as highly trained professionals, to remove marks and stains whilst not causing any damage, but unfortunately it is impossible to guarantee to remove all stain or marks from the items we are cleaning. It is also possible that in removing, or attempting to remove a stain, damage or lightening of the item may happen. Damage already caused by ‘do it yourself’ cleaning attempts may be revealed during our work.

Re-appearance of Stains – Sometimes it is possible that a mark may reappear after cleaning. Sometimes this is just due to the mark not being visible while the item was damp but there can be other causes too. At Monadnocks Best Cleaners we offer a 48hr guarantee, if any mark reappears within 48hrs of our cleaning (but before sealing, if considering stone or tiled floor services) we will re-clean the area completely free of charge. Plus, we extend that to even cover new stains over that 48 hours, so if you need any part of the cleaned items re-cleaning within 48hrs, for any reason, we will re-clean it free of charge and are happy to do so.

Shrinkage – It is possible that some fabrics or fibers to shrink. Curtains have the largest risk and it should always be understood that curtains may shrink. Upholstered fabric can shrink, we clean cushion covers on the cushion to help reduce any risk and the risk is small but present. Most carpets are impossible to shrink but there are a few that may shrink including but not limited to woven construction, that can shrink. We inspect all carpets before cleaning and if your carpet is shrinkable, we will tell you beforehand. With shrinkable carpets there will be a choice for you to make between deep cleaning with a risk of shrinking or dry shampoo-ing with no risk. If you choose the deep cleaning and the carpet does shrink, we will try and refit it for you but if refitting is not possible by us, any other costs to put it right will be yours to bear, not Monadnocks Best Cleaners. Rugs can technically shrink. We have never seen noticeable shrinkage of rugs, but you should be aware it is possible.

 

     Cellulosic Browning – a chemical reaction that can occur in natural fibers. As the cellulose in natural fibers dries, a brown mark can appear. This happens through the introduction of alkaline products (even tap water can be alkaline enough to cause this). Whilst this is possible with any natural fibers, the most troublesome is linen. If we know you have some linen in your upholstery, we will talk to you about this risk, but it is not always possible to know. Some rugs are at risk too especially if they contain cotton or viscose. Cellulosic browning is not limited to the items listed here. At Monadnocks Best Cleaners we are very aware of this problem and often take on jobs to remove this browning caused by the customer or another cleaning company. We have several things we can do to limit any possibility of cellulosic browning from happening and to reverse the effect if it does happen. We can not make any guarantees and accept no responsibility for any browning that does happen as a result of our cleaning. If browning does happen, we will reclean as needed (Determined by Monadnocks best cleaners) to attempt to reverse the browning effect free of charge.

 

     Pile Distortion – Some fabrics may distort during cleaning. We will usually be able to identify such fabrics before starting work. We will do all that is realistically possible to prevent or reverse pile distortion whilst getting a great cleaning result.

Previous Damage / Weak Points – All the items we are working on have a history before we see them and sometimes there may be hidden damage or problems that will become exaggerated by cleaning. We inspect all items before cleaning to try and find these problems / weak spots, but that may not always be possible. We can accept no responsibility for damage to areas previously damaged or weakened. This is of particular concern with some rugs that may previously had repair work done to them, this repair work may have even been done in the original making of the rug. Fibers could also become weak due to UV damage, dampness, or poor storage or transport where the rug was folded. If you know of any of these issues, please inform us beforehand. Other items could also have previous damage such as, but not limited to, grouting on tiled areas and UV damage to curtains.