Terms and Conditions

The Steam Doctor Ltd – Carpet and Upholstery Cleaning
Effective Date: 30th June 2025

1. Introduction

These Terms and Conditions ("Terms") apply to all services provided by The Steam Doctor Ltd ("we", "us", or "our") to our customers ("you" or "your"). By booking our services, you agree to these Terms and Conditions.

We reserve the right to update these Terms at any time. Any changes will be posted on our website or made available on request.

2. Services Provided

We offer:

  • Carpet cleaning

  • Upholstery cleaning

  • Stain and odour removal

  • Residential and commercial cleaning services

All services are delivered by trained professionals using commercial-grade equipment and safe cleaning products.

3. Bookings and Cancellations

  • Bookings can be made via phone, email, or online booking system.

  • You must provide accurate information about the premises and the services required.

  • If you need to cancel or reschedule, we require at least 24 hours’ notice. Cancellations made within 24 hours may incur a cancellation fee of up to 20% of the quoted price.

  • We reserve the right to reschedule appointments due to unforeseen circumstances, such as illness, weather conditions, or equipment failure.

4. Access Requirements

  • You must ensure that we have clear and safe access to the property at the agreed time.

  • If the property is not accessible, or if cleaning cannot be carried out due to safety or hygiene reasons, a call-out fee may be charged.

5. Pricing and Payment

All prices are quoted in New Zealand Dollars (NZD) and are subject to an additional 15% GST.

Quotes are provided based on the information supplied at the time of booking and may be adjusted if the scope of work changes.

Commercial clients are required to make payment on the day of service unless alternative arrangements have been agreed upon in advance.
Residential clients are required to make payment via our website at the time of booking.

We accept EFTPOS, credit cards, Afterpay, and bank transfers through our secure online payment system.

Prepayment by cash or EFTPOS is also accepted on the day of service, prior to work commencing.

Unpaid invoices may be sent to a debt collection agency and will incur any additional collection and legal costs.

6. Customer Responsibilities

You are responsible for:

  • Declaring all known stains, damage, or risks associated with your carpets or upholstery.

  • Removing breakables, valuables, or obstructions before the technician arrives.

  • Ensuring children and pets are kept away from equipment and cleaned areas until dry.

7. Results and Guarantees

We will always strive to deliver the best possible results. However:

  • Some stains or damage may be permanent and not removable.

  • Drying times vary depending on environmental conditions.

  • Results depend on the age and condition of materials being cleaned.

Our services are covered under the Consumer Guarantees Act 1993, which ensures services are performed with reasonable care and skill.

8. Liability

We are not liable for:

  • Pre-existing damage or wear to carpets/upholstery.

  • Damage caused by failure to follow post-cleaning instructions (e.g., walking on wet carpet).

  • Damage to property due to inaccurate information or hazardous conditions on-site.

Our liability is limited to the cost of the service provided unless required otherwise by law.

9. Complaints and Disputes

If you are unsatisfied with our service, please notify us within 48 hours of the job completion. We will assess the concern and, where reasonable, offer a resolution such as re-cleaning or partial refund.

If a dispute arises that cannot be resolved directly, you may contact the Disputes Tribunal of New Zealand or the Commerce Commission for guidance.

10. Privacy

All personal information collected is handled in accordance with our Privacy Policy and the Privacy Act 2020. We do not sell or share your information with third parties unless required for the service or by law.

11. Governing Law

These Terms and Conditions are governed by the laws of New Zealand. Any disputes will be handled under the jurisdiction of New Zealand courts or relevant tribunals.

12. Contact Details

The Steam Doctor Ltd
📧 Email: info@thesteamdoctors.co.nz
📞 Phone: 027 276 4846
🌐 Website: www.thesteamdoctor.co.nz
📍 Business Address: Waipapa, Kerikeri