Customer Service Policies & Terms of Service

Service Area

Maxwell Done Carpets proudly serves residential and commercial customers throughout the Metro Atlanta area, including Gwinnett County and surrounding communities.

Estimates

All online pricing is an estimate.

Final pricing may change based on:

• Room size
• Carpet condition
• Heavy soil
• Pet contamination
• Stain removal requirements
• Additional requested services
• Furniture moving
• Specialty fibers

A technician will review the project before work begins.

No work will begin until the customer approves the final price.

Appointment Policy

Customers must provide:

• Full name
• Phone number
• Service address
• Email address (optional)
• Requested services

Someone 18 years or older must be present during the appointment.

Arrival Window

Our technicians generally arrive within the scheduled appointment window.

Traffic, weather, or previous appointments may occasionally affect arrival times.

If delays occur, we will contact you immediately.

Cancellation Policy

Appointments may be canceled or rescheduled free of charge with at least 24 hours' notice.

Appointments canceled with less than 24 hours' notice may be subject to a cancellation fee.

Customers who are unavailable upon arrival may also be charged a trip fee.

No-Show Policy

If our technician arrives and cannot access the property after reasonable attempts to contact the customer, the appointment will be considered a no-show.

A trip charge may apply.

Furniture Moving Policy

For safety reasons, our technicians do not move:

• Pianos
• Entertainment centers
• Aquariums
• Antique furniture
• Electronics
• Beds
• China cabinets
• Pool tables
• Gun safes
• Exercise equipment

Light furniture such as chairs, small tables, coffee tables, and ottomans may be moved as part of the service when appropriate.

Pre-Vacuuming

Customers are encouraged to vacuum before service.

If pre-vacuuming is required by our technicians due to excessive debris, an additional cleaning fee may apply.

Stain Removal Policy

While many stains can be significantly improved or removed, no carpet cleaning company can guarantee complete stain removal.

Permanent stains may include:

• Bleach
• Paint
• Dye transfer
• Pet urine damage
• Rust
• Ink
• Chemical discoloration

Additional specialty stain treatments are available.

Pet Odor Treatment

Pet odor removal depends on:

• Severity
• Length of contamination
• Carpet age
• Padding damage
• Subfloor contamination

Complete odor removal cannot be guaranteed when contamination has penetrated the carpet pad or subfloor.

Drying Time

Typical drying time ranges from 4 to 12 hours.

Drying time varies based on:

• Humidity
• Air circulation
• Temperature
• Carpet thickness

Customers should avoid heavy foot traffic until carpets are completely dry.

Satisfaction Guarantee

If you are not satisfied, please notify us within 48 hours of service completion.

We will gladly return to address any reasonable concerns related to the original cleaning.

Our satisfaction guarantee does not cover:

• Permanent stains
• Wear patterns
• Existing damage
• Carpet deterioration
• Furniture stains transferred after cleaning

Payment Policy

Payment is due upon completion of service unless other arrangements have been approved in writing.

We accept:

• Credit Cards
• Debit Cards
• Cash
• Approved Digital Payments

Returned payments may be subject to additional fees.

Pricing Policy

Prices are subject to change without notice.

Special promotions cannot be combined unless specifically stated.

Coupons must be presented before service begins.

Promotional Offers

Special offers may include limitations regarding:

• Room size
• Number of rooms
• Hallways
• Staircases
• Pet treatment
• Spot treatment
• Protector applications

Offer details will be clearly disclosed before booking.

Property Damage

Customers should report any concerns before our technician leaves the property.

Maxwell Done Carpets maintains liability insurance and investigates all reported claims promptly.

Existing Carpet Conditions

Customers acknowledge that Maxwell Done Carpets is not responsible for existing:

• Tears
• Frayed seams
• Loose carpet
• Worn fibers
• Color fading
• Previous repair failures
• Delamination

Cleaning may reveal previously hidden damage.

Health & Safety

For everyone's safety:

• Children should be supervised.
• Pets should be secured.
• Walkways should remain clear.
• Technicians reserve the right to stop work if unsafe conditions exist.

Weather Policy

Appointments may be delayed due to severe weather.

Customers will be contacted promptly regarding rescheduling.

Commercial Services

Commercial clients may request:

• After-hours service
• Weekend appointments
• Routine maintenance plans
• Monthly or quarterly cleaning agreements

Customized pricing is available.

Privacy Policy

Customer information is used solely for:

• Scheduling
• Communication
• Invoicing
• Customer support

We do not sell or share customer information except as required by law or to process payments.

SMS & Email Communications

By providing your contact information, you consent to receive:

• Appointment confirmations
• Technician arrival updates
• Invoices
• Follow-up communications
• Promotional offers (you may opt out at any time)

Limitation of Liability

Maxwell Done Carpets shall not be liable for indirect, incidental, or consequential damages arising from the use of our services. Our liability is limited to the amount paid for the service provided, except where prohibited by applicable law.

Governing Law

These Terms and Policies are governed by the laws of the State of Georgia. Any disputes arising from our services shall be resolved in the appropriate state or federal courts located within Georgia.