Your Questions, Answered Straight

There is no single figure, because three bedrooms in good condition and the same three bedrooms after two dogs and a toddler are not the same job. What we price on is the area, the condition, the fibre and the access - in roughly that order of importance.

• Rooms and area - the main driver. Hallways, walk-in robes and landings are counted, because they get cleaned.
• Condition - heavy traffic lanes, pet accidents and individual stain work all add time.
• Stairs - priced separately, because a flight takes about as long as a bedroom and has to be done by hand.
• Fibre and access - wool needs a slower method, and an upper-floor unit needs portable equipment rather than a hose run.

The practical upshot: doing the whole house in one visit costs meaningfully less per room than doing the lounge now and the bedrooms in six months.

Yes to both. Quotes cost nothing and carry no obligation - take the number and sit on it as long as you like; nobody here will chase you.

For most homes we can quote accurately over the phone if you tell us the number of carpeted rooms, whether there are stairs, and roughly what condition the carpet is in. For commercial sites we come out and measure rather than estimating, because an estimate that gets revised later is worse than no quote at all.

Card, electronic transfer and EFTPOS on site. Card details are handled by our payment provider - we do not store them, and we will never ask you to read a card number over the phone.

Residential jobs are payable when the work is done, once you have walked it with us and you are happy with it. Commercial accounts can be invoiced on agreed terms, confirmed in writing at quoting stage. A tax invoice is issued for every job, which is also the document your agent will want on an end of lease clean.

No. Whatever we quoted is what appears on the invoice. No travel fee, no weekend loading, no after-hours premium, no surcharge for a suburb we decided was a long drive.

The one situation where a price changes is if what we find is materially different from what was described - five carpeted rooms rather than three, or a staircase nobody mentioned. In that case we stop, explain what changed, and give you a revised figure to accept or decline before any work starts. It is rare, and it is never a surprise on the invoice.

The rate per room drops as the room count goes up, because the expensive part of a small job is the setting up and packing down rather than the cleaning. That is built into the quote automatically - you do not need to ask for it.

• Whole-home bookings are priced better than room-by-room, every time.
• Adding rugs, upholstery or mattresses to a carpet booking in the same rooms costs less than booking them separately.
• Commercial sites on a standing schedule (quarterly, biannual, annual) get a program rate.

For a typical home, accurate enough that it very rarely changes - the variables are things you can tell us over the phone.

We will ask to see it in person before quoting when there is real uncertainty: extensive pet contamination, a carpet that may be delaminating, repairs where a donor piece has to be found, or a commercial site where the floor area matters. In those cases a phone number would be a guess, and we would rather visit than guess.

Hot water extraction, which is what most people mean by steam cleaning and what almost every tenancy agreement and carpet warranty specifies. The pile is dry-vacuumed first, a pre-spray is worked into the traffic lanes and given time to dwell, then the carpet is rinsed and the water is drawn straight back out under vacuum.

• Hot water extraction - the default for nylon, polypropylene and most household carpet.
• Controlled-moisture extraction - wool and wool blends, with pH-correct chemistry that leaves the lanolin in the fibre.
• Low-moisture and dry methods - viscose, jute, sisal and seagrass, which shrink and yellow if you wet them properly.

Which one you get is decided at the front door, after we have identified the fibre and tested it on a hidden section.

We move what is safe for two people to lift - lounges, chairs, coffee tables, bedside tables - clean underneath, and put it back where it was on protective pads until the carpet is dry.

What we do not move is electronics, glass cabinets, pianos, waterbeds, fish tanks and anything on a fragile base. Beds and large wardrobes are usually cleaned around rather than shifted. If you want the carpet under a heavy item done, move it before we arrive and we will clean the whole footprint.

A typical three-bedroom home is one to two hours. A larger house with stairs and heavy stain work can run to half a day.

Carpets are touch-dry within a few hours of the pass and fully dry overnight, and we run air movers until they are - we do not leave a soaked carpet behind and hope. You can walk on it straight away in clean socks or the shoe covers we leave; it simply finishes drying while you do. Opening a window or running the heating speeds it up considerably on a cold, damp day.

Melbourne and the metropolitan suburbs around it, with local crews and local vans rather than one team driving across the state.

• Melbourne - CBD, inner north, eastern suburbs, bayside, west and the growth corridors.

There is no suburb surcharge anywhere, and travel is not billed on top. If you are near the edge of the metro area, ask - the answer is usually yes.

We handle wool and wool blends, nylon, polyester, polypropylene, solution-dyed synthetics, loop pile, cut pile and shag, plus rugs in silk, viscose, jute and sisal. Upholstery and mattresses too.

There are cases where the right advice is not to clean something. Carpet that is delaminating will come apart under a wand. Old viscose rugs sold as art silk are damaged by the moisture level that cleans them. Occasionally a floor is past the point where cleaning changes anything and the honest answer is replacement. When we are looking at one of those, you will hear it at the front door rather than after you have paid - we would rather lose the job than hand back something worse than we found it.

Often, and we treat wine, coffee, grease, pet accidents, food, cosmetics and marks nobody can identify any more. Treatment is matched to the stain family and always tested on a hidden section first, so nothing gets bleached out along with the mark.

The honest limit is that some marks are damage rather than soiling, and no chemistry reverses them: bleach and benzoyl peroxide marks, dye transfer from a rubber-backed mat, iron and cigarette burns, and sun-faded strips along a north-facing window. Those need carpet repair rather than cleaning.

If a previous home attempt has been made on a mark, tell us - a supermarket spot cleaner left in the pile can take options off the table that we would otherwise have used, and we cannot allow for it if nobody mentions it.

Call the booking line and a person answers - 6:00 AM to 11:00 PM, seven days. Have your suburb and a rough room count ready and you will usually have a price and a time inside a couple of minutes. You can also send photos by email or use the contact form.

We hold slots back on every day's roster for urgent work, so same-day is a genuine option rather than something we walk back once you are on the phone. If we cannot make your deadline we will say so on the call.

The booking line runs 6:00 AM to 11:00 PM, seven days a week, including public holidays. Emergencies - burst pipes, water damage, storm ingress - are answered 24/7.

On-site work runs seven days as well, and commercial jobs are routinely done overnight or across a weekend. There is no premium for that; working around your trading hours is how commercial work is supposed to be done.

• Typical home booking - a few days is comfortable, but same-day and next-day are often available.
• End of lease - book as soon as you have the handover date. Slots are held back for exactly this, but the last week of the month is the busiest.
• Urgent - call and ask. Held-back slots exist precisely for inspections, auctions and events.
• Commercial site - a week or two, mostly so inductions, permits and access can be arranged before the crew arrives rather than on the night.

Yes. Tell us as early as you can and we will move it at no cost - things come up and we would rather reschedule than have you stress about it.

The only charge that can apply is where a crew has already travelled to the address and cannot get in, in which case a call-out fee may cover the trip. Arranging access in advance - a key, a code, a concierge, an agent lockbox - avoids that entirely.

Almost nothing. We bring floor protection and corner guards, and we move the furniture that needs moving and put it back where it was.

• Pick up toys, cables, shoes and anything else loose off the carpet so the crew is cleaning rather than tidying.
• Clear anything fragile or irreplaceable off low furniture in the work area.
• Have someone over 18 available for access, or arrange access with us in advance.
• Plan to keep pets and small children out of the work area while equipment is running.
• Tell us if anything has already been tried on a mark. This matters more than everything else on the list - a previous home treatment can take chemistry off the table that we would otherwise use, and we cannot allow for it if nobody tells us.

Yes. Urgent work is answered 24/7 and jumps the queue where the situation genuinely calls for it.

• Water damage and flooding - the fastest-moving one. Wet carpet and soaked underlay have a day or two before mould takes hold.
• Fresh spills - a stain treated the day it happens comes out far more often than one left to dry.
• End of lease and inspections - booked to the handover date, with the receipt emailed the same day.
• Business urgency - audits, reopenings and client visits, usually run overnight.

Our own crews, not subcontractors picked up for the day. They work to the same written method on every job, which is the only reason results do not depend on who happened to be rostered on.

We carry public liability cover for both the work and the property we are working in, and the paperwork commercial sites ask for - cover documents, SWMS and site inductions - is handled up front. Crews attending schools and childcare hold current working-with-children checks.

The bulk of a steam clean uses no chemistry at all - heat and water do the work, which is exactly why the method suits households with asthma, allergies or small children. Extraction also removes dust mite allergen and pet dander rather than stirring it into the air, which is the point for most allergy households.

Where a pre-treatment is genuinely needed we use the mildest thing that will do the job, chosen to be low-odour and low-residue, and it is rinsed back out rather than left in the pile. Tell us about allergies or products you would rather we avoided when you book and we will work around it.

Yes - offices and tower tenancies, hotels and serviced apartments, restaurants and bars, clinics and seniors residences, retail, schools and childcare.

Commercial work is scheduled around your operation rather than through it, documented with floor areas and sign-off reports for your facilities file, and available on standing quarterly, biannual or annual programs. Overnight and weekend work carries no premium.

Tell us within seven days of the job and we come back and re-clean the affected area at no charge. No forms, no argument. The same applies if an agent queries the carpets after an end of lease clean.

In practice most issues are caught before we leave, because every job finishes with a walk-through in daylight - the only light that tells the truth about a treated area. If something is not right then, it gets redone on the spot rather than scheduled for a return visit.

Nothing in that limits your rights under the Australian Consumer Law; see our terms of service for the detail.

Vacuum slowly and more than once over the traffic lanes. Most people vacuum too fast for the machine to lift anything out of the base of the pile, and it is the grit down there that cuts the fibre and wears the carpet out.

• Put a decent mat at every external door - most of what ends up in your carpet walked in on someone's shoes.
• Blot spills immediately with a white cloth, press rather than rub, and work from the outside of the mark inwards.
• Cold water only on a fresh spill. Heat sets tannin and protein stains permanently.
• Move furniture a few centimetres twice a year so the crush marks and the sun fading do not become permanent lines.

As a rule of thumb the deep clean itself is due every 12 months, or every 6 with pets, small children or anyone in the house with allergies.

Yes. Recommend us to someone and both of you get a discount on your next booking - mention it when you call and we will apply it, no code or paperwork required.

Households on a regular cycle and commercial sites on a standing schedule are priced better than one-off bookings, because the visit can be planned rather than squeezed in. Most of our work comes from people who used us once and told a neighbour, which is the arrangement we would rather have than an advertising budget.