Terms & Conditions

1. Booking & Scheduling

Carpet, floor and other non-rug services can be booked online through our website, with the earliest online appointment 1 day (24 hours) ahead, or by phone. For same-day or urgent requests, call 703-232-6027.

Online booking is for services at your property only. Rugs cannot be booked directly online: use the instant rug price calculator or call us. Rug drop-offs are by appointment by phone.

An appointment time is an arrival window, for example 9am to 10am, and not an exact arrival time. Someone must be at the property and available for the entire window. We text about 30 minutes before we arrive so you have a closer idea of our arrival time.

We reserve the right to reschedule appointments due to weather, equipment issues, safety concerns, or other unforeseen circumstances.

2. Payment & Card on File

Booking a non-rug service online requires a card on file to hold your appointment time. Your card is not charged for the service. By adding a card, you acknowledge and agree to these Terms.

Payment is due after the service is complete. You can pay with the card on file, another card, Zelle, Venmo, Cash App, check, or cash.

Your card is charged automatically only for a late cancellation or a no-show at the scheduled appointment time, as described in Section 3.

Rug orders need no card on file and no deposit. You pay when the job is done.

Failure to provide payment may result in withholding of final documentation, photos, or completion confirmation when applicable.

Pricing: A $300 minimum applies to most non-rug residential jobs. Carpet repair has no $300 minimum and starts at $200. Getting into a building, checking in, and moving equipment between our van and your unit takes extra time and effort, so all apartment and condo buildings have a $500 minimum for any service. Rug cleaning has its own separate pricing structure: see our rug cleaning calculator for details.

3. Cancellations & Rescheduling

Canceling or rescheduling: Cancel or reschedule with at least 48 hours notice by calling 703-232-6027 and there is no charge. Please don't wait until the last minute: if you know you can't keep your appointment, call as soon as possible so we can offer that time to another customer.

Late cancellations: Cancellations with less than 48 hours notice are charged a late cancellation fee of 25% of the job total, up to $100, to the card on file.

No-shows: A no-show is charged 50% of the job total, up to $250, to the card on file. A no-show means nobody is at the property when we arrive and we cannot reach you by phone or text within 15 minutes.

If we need to reschedule your appointment (equipment issue, illness, severe weather), we'll contact you as soon as possible and move you to a new appointment at no charge.

4. Access to Property

You are responsible for ensuring safe and timely access to the service area. This may include providing door codes, garage codes, lockboxes, or on-site access approval.

For Move-In and Move-Out Cleaning services only: Before we arrive, please ensure that all cabinets, drawers, the dishwasher, and the refrigerator are completely emptied. Any personal items left behind may require removal, and a disposal fee may be added to the final cleaning price if applicable.

If we arrive and are unable to gain access to the property, we will attempt to reach you by both text and phone call. If we cannot reach you or gain access within 15 minutes of our arrival, the appointment will be treated as a no-show and the no-show fee in Section 3 applies.

To ensure fairness for all parties, we document arrival time and any access issues (e.g., timestamped arrival photo) in the event of a disputed no-show or late-access claim.

5. Furniture & Belongings

Customers are responsible for removing small personal items, décor, electronics, and breakables prior to service.

Furniture moving is included only when explicitly stated for the selected service. We are not responsible for damage to items that are unstable, previously damaged, or improperly assembled.

6. Service Scope & Results

Services are performed according to industry standards and the scope selected at the time of booking.

Not all stains, odors, wear patterns, or damage can be fully removed or repaired. Results may vary based on material type, condition, age, and prior treatments.

Certain conditions — such as weakened carpet backing, delamination, color loss, fiber damage, permanent staining, or material defects — may limit results or increase the risk of failure during cleaning or repair.

7. Estimates & Pricing Adjustments

Estimates and online quotes are based on visible conditions and the information provided at the time of booking.

In some cases, additional issues may be discovered once work begins or materials are accessed. If additional work is required that was not visible or reasonably identifiable prior to service — such as damaged tack strips, subfloor issues, padding failure, or hidden pet damage — we will communicate the findings and any associated price adjustments before proceeding.

Final pricing may be adjusted accordingly.

8. Right to Refuse or Cancel Service

We reserve the right to refuse, pause, or cancel service if actual job conditions differ from the information provided at the time of booking.

This includes, but is not limited to:

• Misrepresentation of the scope of work
• Unsafe, unsanitary, or hazardous working conditions
• Structural or material conditions that could result in damage or personal injury
• Excessive clutter or blocked access preventing proper service
• Presence of biohazards, pests, or aggressive animals
• Conditions requiring services outside the selected scope or pricing

If service is refused or canceled due to these conditions, a trip or assessment fee may apply.

We will always communicate any issues before canceling service whenever possible.

9. Conduct & Professional Interaction

We expect all interactions to remain respectful and professional.

We reserve the right to refuse, pause, or cancel service if a customer, occupant, or any individual present becomes hostile, threatening, abusive, or argumentative in a manner that interferes with our ability to safely and professionally perform the service.

This includes verbal harassment, aggressive behavior, intimidation, or refusal to follow reasonable instructions related to safety or service execution.

If service is stopped or canceled due to these conditions, applicable fees may apply.

We are committed to providing a positive experience and will always aim to resolve concerns professionally whenever possible.

10. Pre-Existing Conditions, Accidental Damage & Liability

We take care to perform all services professionally and according to industry standards.

We are not responsible for pre-existing damage, normal wear and tear, manufacturer defects, improper installation, or issues caused by prior cleaning methods, chemical treatments, or age-related deterioration.

If accidental damage is caused directly by our work, we will take reasonable steps to repair or correct the issue when possible. Any claims must be reported within 7 days of service completion so the issue can be properly evaluated.

Our responsibility for accidental damage is limited to the reasonable cost of repair or correction related to the service performed. We are not responsible for full replacement, loss of use, or consequential damages unless otherwise required by law.

11. Safety & Work Environment

Pets must be secured during service. Work areas must be safe, accessible, and free of hazards.

We reserve the right to stop or refuse service if conditions are deemed unsafe or unsanitary.

12. Photos, Video & Documentation

We may take before-and-after photos or videos for documentation, quality control, training, or marketing purposes.

No personally identifiable information will be shared without consent. If you prefer your property not be photographed, please notify us prior to service.

13. Satisfaction & Communication

If you have concerns about the service performed, please notify us within 7 days of service completion and allow us the opportunity to address the issue.

14. Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. The most current version will always be available on our website.