Terms & Conditions
1. Australian Consumer Law
Our services come with consumer guarantees that cannot be excluded under the ACL. These Terms and Conditions should be read subject to those rights.
Where a service does not meet the applicable consumer guarantees, the remedies available to the customer will be determined in accordance with the ACL.
2. Health & Safety
For the safety of customers, children, pets and our technicians:
Customers, children and pets must remain clear of areas where cleaning equipment, electrical equipment, hoses or other equipment is being used.
Floors and carpets may remain damp for a period following cleaning and may present a slip hazard, particularly when transitioning between carpet and hard flooring.
Customers should avoid walking on damp surfaces wherever reasonably possible and follow any drying instructions provided by our technician.
Electrical leads, hoses and equipment may create trip hazards and must not be moved or interfered with by customers.
Where equipment such as a heater, bucket or hot-water system is required, it must remain undisturbed while the work is being undertaken.
Customers must advise our technician before work commences of any known hazards, unsafe conditions, access difficulties, fragile items, building defects or other circumstances that may affect the safety of the work.
We reserve the right to postpone or decline work where we reasonably consider the premises or conditions to be unsafe.
3. Inspection & Assessment
Before commencing work, Mason’s Chem-Dry may inspect the carpet, upholstery, rugs, curtains, flooring, mould-affected areas, air-conditioning equipment or other items being treated.
Cleaning results can be affected by the age, condition, construction, fibre type, previous treatments, installation, contamination and general deterioration of the item.
Where we identify a material risk, we will explain the risk to the customer where reasonably practicable before proceeding.
Customers are responsible for providing accurate information about previous cleaning, chemical treatments, spills, pet urine, mould, water damage, stains, repairs, installation issues and other relevant history known to them.
4. Pre-existing Conditions & Inherent Risks
Cleaning and restoration services can expose or affect conditions that existed before our attendance.
These may include, but are not limited to:
- Carpet shrinkage or dimensional change
- Carpet delamination
- Carpet that has been incorrectly installed or over-stretched
- Weak, deteriorated or damaged carpet backing
- Pre-existing wear or fibre damage
- Sun-damaged or UV-damaged fibres and fabrics
- Fugitive or unstable dyes
- Dye bleeding or colour migration
- Previous dyeing or re-dyeing
- Damage caused by previous cleaning or chemical treatments
- High-alkaline or acidic chemical residues
- Permanent staining
- Damage caused by caustic substances, acids or permanent dyes
- Marker or ink contamination
- Furniture with unstable, water-soluble or solvent-soluble dyes or backing materials
- Deteriorated timber coatings
- Existing damage to timber, tiles, grout or other hard surfaces
- Existing odours or contamination
- Pet urine contamination within upholstery, carpet, underlay, flooring or subfloor
- Damage caused by prolonged moisture or water ingress
- Existing mould-related deterioration
- Deteriorated, cracked, loose or damaged surfaces
- Previous repairs or alterations.
Where such conditions are pre-existing or inherent to the item and were not caused by our services, Mason’s Chem-Dry will not be responsible for resulting deterioration or damage.
This clause does not exclude or limit any responsibility that cannot lawfully be excluded under the ACL.
5. Carpet Cleaning
Mason’s Chem-Dry will use reasonable care and appropriate cleaning methods based on the information available and the condition of the carpet.
We cannot guarantee that every stain, mark, odour or discolouration will be completely removed.
Some stains may be permanent or may only be partially removable, including stains caused by:
- Permanent dyes
- Hair dye
- Bleach
- Acids or caustic substances
- Ink and permanent markers
- Rust
- Paint
- Certain food and beverage dyes
- Pet urine
- Long-term contamination
- Previous chemical treatments.
- Carpet Shrinkage
Some carpets, particularly natural fibres, poorly installed carpets, carpets exposed to excessive moisture previously, or carpets with weakened backing, may be susceptible to shrinkage or dimensional change.
We will take reasonable care and use appropriate cleaning methods. However, where shrinkage results from a pre-existing condition, construction characteristic, installation issue, weakened backing, previous damage or other inherent condition not caused by our services, Mason’s Chem-Dry will not be responsible for that resulting change.
Where we identify a significant shrinkage risk before cleaning, we may recommend an alternative cleaning method or decline to proceed.
6. Colour Bleeding & Dye Migration
Some carpets, rugs and fabrics contain unstable or fugitive dyes.
Cleaning may cause existing dyes to bleed, migrate or change colour where the dyes were not properly fixed during manufacture, dyeing or previous treatment.
We will take reasonable precautions to identify and minimise this risk. However, we cannot guarantee against colour bleeding or dye migration arising from unstable or pre-existing dyes.
7. Upholstery & Furniture
Upholstery and furniture may contain materials that react unpredictably to moisture or cleaning solutions.
Potential risks include:
- Colour bleeding
- Dye migration
- Water marks
- Shrinkage
- Delamination
- Fabric distortion
- Browning
- Damage to deteriorated fabric
- Damage to weakened stitching or backing
- Transfer of dyes from backing materials
- Damage to timber or other components affected by moisture.
Customers should advise us of any known previous cleaning, repairs, damage or special characteristics.
We will take reasonable care when cleaning. We are not responsible for deterioration arising from pre-existing defects, weakened materials, unstable dyes, previous damage or other inherent conditions not caused by our services.
8. Furniture & Timber Floors
Customers should advise us of any delicate, unstable, recently polished, waxed or otherwise treated flooring before work commences.
Where furniture is moved as part of the service, we will take reasonable care.
Customers should remove fragile, valuable or easily damaged items before our arrival.
We are not responsible for damage arising from pre-existing deterioration, unstable coatings, defective materials, inadequate installation or other conditions not caused by our services.
9. Pet Urine & Odour Treatment
Pet urine can penetrate deeply into carpet fibres, backing, underlay, timber, concrete, subflooring and other materials.
Where urine contamination has penetrated below the visible carpet surface, complete removal may not always be possible without additional treatment, replacement of affected materials or treatment of the underlying structure.
Mason’s Chem-Dry will assess the contamination and recommend the treatment we consider appropriate.
Odour reduction cannot be guaranteed where urine or other contamination remains within materials that cannot reasonably be accessed or treated.
Where the source of the odour is outside the area treated by us, further odour may remain or return.
10. Mould Treatment
Mould treatment is dependent on the underlying moisture conditions being properly addressed.
Before treatment, customers should rectify known sources of water ingress, leaks, excessive humidity, condensation or other moisture problems wherever reasonably possible.
Our mould treatment is intended to clean and treat affected surfaces within the agreed scope of work. It does not constitute building, structural, engineering, environmental, medical or occupational-health advice.
The following conditions apply:
- Pricing is subject to inspection unless otherwise agreed.
- Areas to be treated must be reasonably accessible.
- Customers are responsible for moving furniture, appliances and other items where access is required unless otherwise agreed.
- Pets, plants and people must be removed from treatment areas as instructed by our technician.
- Customers must follow all ventilation, occupancy and re-entry instructions provided following treatment.
- Open food should be covered or removed before treatment.
- High or textured ceilings requiring specialist access or scaffolding may incur additional charges.
- Older or deteriorated paintwork may be more susceptible to discolouration or oxidation.
Where significant moisture has previously been present, bubbling, deterioration or discolouration of paint or other surfaces may occur.
Thermal fogging or micro-misting may activate smoke or fire alarms. Customers are responsible for making appropriate arrangements before treatment.
Areas affected by continuing moisture may remain damp for an extended period.
A mould treatment warranty does not cover recurrence caused by continuing or subsequent water ingress, excessive humidity, condensation or other moisture conditions outside our control.
Our voluntary mould warranty does not apply to areas or conditions specifically excluded from the quotation or scope of work.
Where a warranty is offered, its specific conditions will be provided to the customer before or at the time the service is undertaken.
Mould can return if the underlying moisture source is not corrected. No cleaning treatment can guarantee that mould will never return where favourable mould-growth conditions continue to exist.
11. Drapery & Curtain Cleaning
Curtains and drapes may be susceptible to:
- Shrinkage
- Dye movement
- Colour change
- Delamination
- UV damage
- Fabric distortion
- Weak or deteriorated fibres
- Damage resulting from previous treatment or age.
Where appropriate, we will advise the customer of identified risks before proceeding.
Some fabrics may experience dimensional change, including shrinkage. The extent of any change depends on the fabric, construction, age, previous exposure and cleaning method.
We will take reasonable care but cannot be responsible for deterioration arising from pre-existing or inherent conditions not caused by our services.
12. Air-Conditioner Cleaning
We will take reasonable care when cleaning air-conditioning equipment.
We are not responsible for pre-existing defects, deterioration, incorrect installation, inadequate design or damage that was present before our service.
Examples may include:
- Cracked or deteriorated housing
- Damaged fins
- UV deterioration
- Corrosion
- Existing electrical faults
- Incorrect installation
- Existing leaks or drainage problems.
Where electrical power needs to be isolated, customers should ensure that sensitive equipment is appropriately protected.
We are not responsible for damage to unrelated household equipment caused by an electrical fault or power event that was not caused by our services.
13. Tile, Grout Cleaning
We will take reasonable care when cleaning tiles, grout and other hard surfaces.
Pre-existing conditions may include:
- Loose tiles
- Cracked or chipped tiles
- Damaged grout
- Missing grout
- Existing staining
- UV damage
- Deteriorated sealers
- Previous chemical damage
- Structural movement.
Where these conditions exist, cleaning may reveal or worsen an existing problem.
Where sealing or colour sealing is undertaken, the specific warranty applicable to that service will be explained to the customer.
14. Carpet & Fabric Protection
Fabric and carpet protection products are designed to assist with stain release and protection against future spills.
Protection products do not make carpet or fabric completely stain-proof.
The effectiveness of protection may vary depending on:
- Fibre type
- Fabric construction
- Previous treatments
- Type of spill
- Duration of contamination
- Cleaning methods
- Chemical exposure.
- Caustic substances, acids, dyes and other aggressive contaminants may permanently affect carpet or fabric regardless of protection.
15. Quotations & Pricing
Where a written quotation is provided, it is based on the information available and the scope of work identified at the time of quotation.
Unless otherwise stated, quotations are valid for 60 days.
If conditions are materially different from those described or observed at the time of quotation, we may revise the quotation before commencing additional work.
Examples include:
- Significantly heavier soiling
- Additional rooms or areas
- Additional stains or contamination
- Additional mould growth
- Additional furniture or items
- Additional treatment requirements
Conditions not reasonably apparent during the original inspection.
No material additional work will be undertaken without the customer’s agreement, except where reasonably necessary to complete the originally agreed service.
If a customer declines additional work following a material change in scope, any cancellation or attendance charge will be limited to reasonable costs or losses permitted by law.
16. Room & Upholstery Pricing
Unless otherwise specified:
- Carpet
- Quoted room prices are based on a maximum room size of 12 square metres.
- A room exceeding the applicable size may be charged as additional area.
- Stairs are generally quoted per step.
- Upholstery
- Upholstery pricing may be based on seating position.
- A standard seating position is generally based on a maximum width of 80 cm.
Additional charges may apply for oversized seating, recliners, ottomans, chaises, leather and other specialised items.
Additional charges will be communicated where reasonably practicable before the additional work is undertaken.
17. Cancellation & Rescheduling
We understand that circumstances can change.
Where a customer cancels or reschedules a confirmed booking with less than two full business days’ notice, Mason’s Chem-Dry may charge a cancellation fee of $75, where permitted by law and where the charge reasonably reflects costs, time or booking opportunities lost as a result of the cancellation.
The cancellation fee will not apply where the cancellation results from circumstances outside the customer’s reasonable control or where otherwise required by law.
Where a deposit has been taken, the applicable refund or retention will be handled in accordance with these Terms and the ACL.
Cancellation requests should preferably be made by telephone so that receipt can be confirmed.
18. Deposits
Where a deposit is required, the amount and purpose of the deposit will be communicated to the customer before payment.
Unless otherwise agreed, a 50% booking deposit may be required for certain bookings.
Where the customer provides the required notice to cancel or transfer the booking, the deposit will be refundable or transferable, subject to any lawful and disclosed booking conditions.
19. Payment
Payment is due in accordance with the invoice or quotation.
EFTPOS, Credit Card of Master & Visa, Pay ID & Direct Deposit are payment methods accepted.
Where a payment surcharge applies, it will comply with applicable Australian law and will not exceed the permitted cost of accepting that payment method.
If an account is approved, payment is due by the date stated on the invoice.
Where an amount remains overdue, we may take reasonable steps to recover the outstanding amount.
To the extent permitted by law, reasonable and properly incurred debt-recovery costs may be recoverable from the customer.
20. Customer Responsibilities
Customers must:
- Provide accurate information about the items and areas being cleaned.
- Inform us of known stains, pet urine, mould, water damage, previous treatments and other relevant conditions.
- Provide safe and reasonable access to the premises.
- Remove fragile, valuable or delicate items where reasonably necessary.
- Ensure appropriate parking and access arrangements are available where required.
- Follow reasonable preparation, drying and after-care instructions.
- Keep children and pets away from treatment areas as instructed.
Failure to follow reasonable preparation or after-care instructions may affect the results of the service.
21. Complaints & Opportunity to Rectify
We want our customers to be satisfied with our workmanship.
If you have a concern about our service, please contact us as soon as reasonably possible, preferably within 14 days of completion, so that we have a reasonable opportunity to inspect and address the concern.
Where a genuine workmanship issue is identified, we will be given a reasonable opportunity to rectify the issue where appropriate.
The 14-day period is a request for prompt notification and does not exclude or limit any rights or remedies available to the customer under the Australian Consumer Law.
22. Service Guarantee
Unless expressly stated otherwise, the guarantee relates to workmanship and does not guarantee the complete removal of every stain, odour, mould growth or pre-existing condition.
The service guarantee is not a money-back guarantee.
Where a remedy is appropriate, Mason’s Chem-Dry may first be given a reasonable opportunity to inspect and rectify the relevant workmanship issue.
This guarantee operates in addition to, and does not replace or limit, any rights or remedies available under the Australian Consumer Law.
23. Photographs & Documentation
Where reasonably required, Mason’s Chem-Dry may take photographs of areas before, during or after treatment for purposes including:
- Documenting pre-existing conditions
- Recording the scope of work
- Assessing cleaning results
- Supporting warranty or complaint investigations.
- Customer privacy will be respected.
24. Advertising & Promotional Offers
Promotional pricing is subject to the conditions stated in the relevant advertisement or offer.
Where a promotion specifies room sizes, seating positions, service areas or other limitations, those limitations form part of the offer.
Promotional prices may not be combined with other offers unless stated otherwise.
Any advertised price will be honoured where the customer is entitled to rely on the advertised offer, subject to applicable law.
25. Changes to These Terms
We may update these Terms and Conditions from time to time.
The Terms applicable to a particular booking will generally be those provided to or made available to the customer at the time the booking is confirmed, unless otherwise agreed or required by law.
26. Acceptance
By engaging Mason’s Chem-Dry to provide services, the customer acknowledges that they have had an opportunity to review these Terms and Conditions.
These Terms and Conditions should be read together with the applicable quotation, booking confirmation and invoice.
If there is any inconsistency between these Terms and Conditions and a mandatory provision of the Australian Consumer Law, the mandatory provision will prevail.
Privacy Policy
Please refer to our website’s Privacy page. We welcome any questions or comments and invite you to contact us. We may amend this policy from time to time to make sure that it is accurate and up to date.