Terms and Conditions

General Information

Health and Safety

The customer agrees not to enter the same room the Pure Steps technician is working in or has equipment in. In the interest of safety we advise that:

The carpet or floor may remain damp for several hours after the completion of the work. This may result in a slip hazard when walking from the carpet to hard floors such as tiles or floorboards.
We will need to use electrical items and we ask you to be careful not to trip over any cords and keep children away from equipment that may be turned on.
We may need to place a bucket that contains a heater and hot water in the laundry or bathroom.

For safety reasons, people and pets should be kept out of the area and away from the bucket for the duration of the works.

In addition, we ask you to advise our technicians of any potential hazards that may exist within the house or grounds prior to commencement of work.

Delivery of Service

Pure Steps cannot guarantee that all stains will be removed upon cleaning or refinishing. Stains derived from caustics, acids and permanent dyes may be permanent stains that cannot be removed. Further, Pure Steps cannot be responsible for any pre-existing condition that is not apparent upon visual inspection. These conditions may include but are not limited to:

Fugitive dyes not properly set in manufacture or re-dyeing.
Lounge suites that have water or solvent soluble coloured backing material.
Carpet that has been over-stretched during laying or suffers from de-lamination.
Carpet that has suffered sun-damage, making it fragile or affecting dye colour.
The use of high alkaline cleaning solutions or other products that may un-set dyes in the fibres of the carpet or upholstery.
Markers used on carpet, fabric backing or padding.
Sacrificial coatings used on timber floors.
Ghosting on a timber floor.
De-laminating polyurethane on a wood floor not obvious during the initial inspection.
Bodily fluids within mattresses.

14-Day Satisfaction Guarantee

Pure Steps offers a 14-day satisfaction guarantee on all services. If you are not satisfied with the results or have concerns about the workmanship, we ask that you:

Contact us within 14 days of the service
Give us the opportunity to address and resolve any workmanship issues within a reasonable time

This guarantee is a service warranty, not a money-back guarantee.

Payment Terms

Payment is required on completion of service unless other arrangements are made in advance.

If a technician visits your property to provide a written quote, it will remain valid for 60 days. If you require a return visit to re-quote the same service, a $50 re-attendance fee will apply.

Where the scope of work has changed between the time of quote and service delivery, Pure Steps reserves the right to:

Adjust the price to reflect the additional work, or
Charge 50% of the original quoted price if the job is cancelled due to the change in scope

Examples of scope changes include:

Excessively soiled carpets, mattresses, or upholstery, or the presence of additional stains
Additional scratches or paint on timber floors
Mould found in extra rooms or larger areas than originally discussed

Quotes provided over the phone are subject to inspection and may vary based on the condition and size of the area.

Payment Instructions

Please settle payment with your technician on the day of service.

Our technician will have a card terminal available. We accept Visa, Mastercard, and AMEX. A 0.8% bank surcharge applies to card transactions.
A receipt will be emailed to you after payment is processed.

Payment Methods

If we attend your premises to provide a written quote then that quote is valid for 60 days only. If you require us to re-attend to re-quote the same service at a later stage then a fee of $50 shall apply for the re-attendance.

If the scope of work changes from the time of the quote to the time that the service is provided, then we reserve the right to either charge an appropriate additional fee for the increased work, or if the work is not undertaken, charge 50% of the original value of the job. Example of a varied scope of work are:

1. Significantly dirtier carpet/mattress/upholstery or carpet/mattress/upholstery with additional stains.

2. Wood floor with additional scratches or paint on the floor.

3. Mould growth into additional rooms, or areas of the room.

If a quote is provided over the phone, then the quote is always subject to the condition of the surface or items to be cleaned or treated and the size of those areas.

Quoted Services

All written quotes are valid for 60 days. If we need to re-attend to provide a new quote for the same service, a $50 fee will apply.

If the job scope has changed since the original quote, we may:

Charge an additional fee, or
Charge 50% of the original value if the job is declined at the time of service

Examples of changes include heavier soiling, additional stains, or a larger affected area than initially quoted.

Cancellation Fees and Surcharges

A cancellation fee of 25% of the booking value may apply if a booking is cancelled without adequate notice. What qualifies as “adequate notice” is determined by the local technician, franchise owner, or call centre operator.

For bookings over $350, a deposit of $100 or 25% of the total (whichever is greater) may be requested. This deposit is fully refundable or transferable if you provide at least two full business days’ notice by phone (1300 717 175).

Please note that cancellations by email are not accepted, as some inboxes are not monitored in real time.

Surcharges may apply in the following situations:

Bookings on weekends may incur an additional $15 surcharge
After-hours or public holiday bookings
Jobs in multi-level apartment buildings
Where more than one technician is required
Where suitable parking is not available nearby. Parking costs and additional surcharges may be added to your invoice.

It is the client’s responsibility to organise suitable parking. If parking is unavailable nearby, parking costs and additional surcharges may be added to your invoice.

Carpet and Upholstery Cleaning

Carpet Cleaning

Prices are subject to a maximum room size of 13 square metres. Stairs are quoted per step. Prices are subject to the condition of the carpet. Difficult stains may incur an additional charge.

Special Offers not available in all areas.

Upholstery Cleaning

Price is per seating position and subject to the condition of the upholstery. Maximum width of a seating position is 80cm. A seating position wider than 80cm will incur an additional charge. Additional charges may apply for recliners, ottomans and chaises. Leather upholstery is subject to additional charges.

Carpet and Fabric Protection

The customer agrees that they have been informed that there are various types of fabric protection and the type used by Pure Steps could best be described as a stain release.

This means that on each type of carpet or fabric its reaction is slightly different. Our product is not designed so that water beads up on the carpet, rather the stain that is caused by any spillage is released from the carpet.

Should the spillage or stain be a caustic, acid or dye, then this could impair the effectiveness of the product and the results cannot be guaranteed. Any guarantee on the application of the product is limited to attempting to remove the stain and re-applying the product to the affected area.

Tile and Grout Cleaning

Pure Steps cannot be held responsible for any unforeseen adverse conditions relating to the cleaning of the tiles & grout. This includes but is not limited to:

Loose, scratched or chipped tiles
Loose, cracked or missing grout
UV fading or damage
Staining of the tiles & grout

Pure Steps clear penetrating tile and grout sealer is supported with a 5-year warranty.

Pure Steps grout colour sealing service is supported by a 10-year warranty (5-year warranty for wet areas such as bathrooms).

The terms and conditions of the warranty are:

1. For warranty claims in the case of a spill, you must claim within 5 days of the spill occurring.

2. Warranty holder must show their warranty card as proof of purchase when making a warranty claim.

3. You must make reasonable attempts to remove the stain with an approved neutral (pH7) cleaning product before calling Pure Steps.

4. In wet areas such as showers, mould and mildew are excluded from all warranty claims.

5. The sealed grout must only be cleaned with a soft bristle brush, such as a soft broom or toothbrush, not a stiff-bristled brush.

6. This warranty will be voided if the protected areas are cleaned by any company other than Pure Steps, or spot cleaned with a product that is not neutral (pH7).

7. You agree to have at least one maintenance clean performed by Pure Steps (at a discounted price) every 2-4 years from the date of the original clean to keep the warranty active.

8. To make a claim you must have your receipt on hand.

9. This warranty is not transferable. Normal soiling and dirt build up on hard surfaces and grout are excluded. No other warranty is expressed or implied. No one is authorised to assume for the Company any other liability in connection with this product. Warranty is available to owner-occupied residences only. It is not applicable to rental or commercial premises, or shower cubicle floors. Pure Steps has the right to exclude certain areas from the warranty.

Natural Stone Tiles

When cleaning stone tiles, the cleaning process will remove the oil, detergent and contaminant build up that is on the stone. These contaminants often contribute to the shine of the stone and with the removal of these contaminant the natural state of the stone is revealed. Occasionally the natural state of the stone is very dull. This is not damage and Pure Steps is not responsible for this.

Payment Terms

12. A 50% deposit is required at the time of rug collection. The remaining balance is due upon rug delivery. Payment in full is required before rugs are released.

13. We prefer payment by card. A 0.8% surcharge applies. For cash payments, a 3% cash handling fee applies to cover the time and cost of handling and depositing cash.

14. For commercial accounts, credit terms are strictly 30 days from invoice date. Payment methods are direct deposit and credit card. Please reference your invoice number when making payment.

15. Payment is the responsibility of the account holder or signatory. If you are acting on behalf of a third party, such as a tenant or property owner, liability for payment remains with the account holder, not the third party.

16. All funds must be available for payment by the due date. Pure Steps will not accept delays in payment due to waiting on rent payments, bond returns, or third-party fund transfers.

17. Quotes are provided at the time of rug collection. However, changes or additional charges may apply if variations are identified during the cleaning process.

18. The customer agrees to pay for the service subject to these credit terms and acknowledges that future credit may be refused if payment is not received on time.

19. Overdue accounts may attract a 10% administration fee. If payment is not made by the due date or is dishonoured, Pure Steps reserves the right to charge a reasonable administration fee in addition to all costs associated with recovering the debt, including but not limited to legal costs and debt recovery costs.

20. Should legal action be required to recoup monies owing, an enforcement fee equivalent to 25% of the amount owing may be charged to offset administration requirements. This fee is in addition to any administration fees already applied. Court costs and service costs may be applied in addition to administration and enforcement costs.

21. If payment is not made according to our payment terms and we take action to recover the debt, the client shall be liable for all costs associated.