Terms of Service
NUVOCLEAN Surface Restoration was created for individuals and businesses who value and invest in their interior textiles, home furnishings, and hard surfaces such as shower stalls, countertops, and flooring. As a responsible service provider, we must inform you that there are some inherent risks associated with the care and maintenance of textiles, leather, carpets, rugs, and hard surface flooring; this is the nature of servicing these items.
At NUVOCLEAN Surface Restoration, our primary mission is to safely and effectively clean, restore, and/or apply protection treatments. Despite all safety precautions and professional due diligence, the following are examples of (but not limited to) possible occurrences that are beyond the reasonable control of NUVOCLEAN Surface Restoration during processing.
Dimensional changes – the level dimensional stability of textiles during processing is as varied as the number of different materials and weaves there are in the marketplace. Some fabrics and carpets can shrink, relax, ripple, and pucker. When this occurs it is due to the construction and/or materials make up of the product and this cannot always be anticipated prior to processing.
Pile changes and distortion – velvet and chenille fabrics and finely woven carpets and rugs made with certain fibers are prone to changes in pile appearance during processing some of which may or not be desirable.
Colour changes – some materials will experience changes in colour, shading, and/or luster. Changes may not always be consistent throughout the material. This could be due to inconsistencies in the manufacturing process, exposure to certain environmental conditions, general usage, and other variables.
MDF (medium-density fiberboard) Baseboards and Cabinetry – the use of MDF materials for baseboards, cabinets, trim, door frames, and other items that are installed immediately adjacent to flooring where water is required for cleaning, refinishing, or polishing is at risk of swelling if moisture comes in contact with them.
The installation of MDF materials in “wet areas” such as bathrooms and kitchens is not recommended as 100% control of water migration is not possible on hard surface floors. Painted MDF materials and silicone sealant applied where baseboards meet the floor reduce the risks but do not eliminate them as seals do fail over time and paint chips. Exposed corners and edges are especially susceptible to water absorption, as well as the seams of laminated MDF cabinetry.
While all reasonable efforts will be made to limit moisture exposure to MDF materials during tile and grout cleaning, natural stone restoration, and carpet cleaning, NUVOCLEAN Surface Restoration is not responsible for any moisture damage to MDF materials.
Water Migration – Because of the necessity to use water during the process of grinding, honing, and polishing stone, and cleaning tile and grout surfaces, NUVOCLEAN Surface Restoration will be responsible to mask and protect adjacent surfaces from splatters, however, NUVOCLEAN Surface Restoration cannot be held responsible for any damage caused to walls or ceilings or adjacent materials by water migrating through missing or cracked grout, cracks in the floor, walls, etc into rooms/areas below or beside the workspace. If moisture does find it’s way under the tiles or stone, as is dries, it may produce a by-product called efflorescence, a light-coloured powdery substance on the surface of the stone or grout. NUVOCLEAN Surface Restoration cannot be held responsible for this occurrence and is not obligated to remove it without compensation.
Professional Industry Standards – NUVOCLEAN Surface Restoration agrees to perform all services in a proper, professional manner using equipment, cleaning solutions, protection treatments, and procedures that are standard for the professional cleaning industry. NUVOCLEAN Surface Restoration will not be liable for failure to remove stains, for any discolouration or colour loss from non-water fast or unstable dyes or backing threads or upholsterers marks, nor for any change in colour to the materials regardless of the cause, nor changes in texture including pile distortion, nor dimensional changes that may appear during or after the process of cleaning or protecting. Fraying or tearing of weakened fabrics in areas of normal wear or sun exposure will not be the responsibility of NUVOCLEAN Surface Restoration and will accept no liability for conditions existing prior to cleaning or protecting. All carpet and upholstery are cleaned at the customers’ full risk.
PAYMENT – All residential invoices are C.O.D. Payment in full must be made to NUVOCLEAN Surface Restoration upon completion of the job. We accept Master Card & Visa. You can also pay by cheque or cash, or you can even pay online with PayPal or with e-transfer.
Credit card deposits of 30-50% may be required at the time of scheduling to secure job dates for larger projects.
Commercial Accounts are also C.O.D. unless credit is arranged in advance of the cleaning date. We require 3 business days to approve credit terms. All accounts must be paid in full within 30 days of the service date.
A finance charge of 2.499% per month (29.99% annually) will be charged on all past due balances. A $50 fee will be applied to all declined cheques.
If outstanding invoices are not paid in full within 30 days of the service date, the customer agrees to pay any collection service fees, court fees, bank service charges, interest, and other expenses incurred by NUVOCLEAN Surface Restoration, including lawyers fees, in collection of the same.
CANCELLATION/DATE CHANGES – As a rule, the client cannot cancel booked jobs or change dates for any reason after arrangements have been made and/or deposits paid. If the client chooses to cancel or change dates, the client risks forfeiting any deposit paid and the company reserves the right to impose a penalty of up to 100%, of the amount of the contract/invoice depending on the date of the cancellation or change.
The company commits to honour the dates scheduled for the job, but will not be held responsible for a cancellation of the dates due to an illness of personnel, breakdown of equipment, severe weather conditions, or any other unforeseeable event beyond its control. Should any of these events occur, the company will schedule new dates with the client and these new dates will become part of the contract and will be equally binding as the original.
PRICING – Prices are subject to change. Cost estimates can be provided via communication email and by phone, however, firm quotes are provided only after inspection of the job site. Coupons must be presented at the time of our arrival on-site, prior to the start of any work.
A minimum charge of up to $250 per visit may be required depending on the service type.
One room or “area” of carpet is defined as any room up to 200 square feet; combined living/dining areas are considered as two rooms. Areas exceeding 200 square feet are priced as additional areas or by the additional sq ft. Small areas, bathrooms, large walk-in closets, landings, and area rugs are priced separately. 1 flight of stairs is priced as 1 area. 1 flight is defined as one continuous set of steps joining one level of a house to another level or 12-14 stairs, approximately 40 inches wide. Additional charges apply to oversize stairs, and/or additional stairs. Prices are based on average soiling, furniture moving, job set up and access conditions. Additional charges may apply for exceptional circumstances. Extensive stain removal, filtration soiling (black edges) removal, and odour removal may also warrant additional charges.
Oversize upholstery items (e.g. sofas over 7 ft) and certain specialty fabrics may require additional charges over phone estimates.
REASONABLE EXPECTATIONS/LIMITATIONS OF CLEANING – It is impossible to accurately predict the results of any cleaning process because there are always unknown variables. As professionals, our goal is to achieve the best cleaning results safely possible using a combination of competent, highly trained and certified professionals, top-of-the-line equipment and solutions, the latest industry-standard methods and procedures, along with our extensive knowledge and many years of experience in textile and flooring care and maintenance. General expectations will be discussed and agreed upon prior to the start of any work. 100% stain removal and/or odour removal cannot be guaranteed in every situation. Pre-existing conditions such as damage to materials, age, wear, sun exposure, and installation problems may affect our ability to properly complete cleaning. Certain cleaning procedures are performed at full customer risk when specified.
FURNITURE MOVING – We are not trained furniture movers, however, we can move most small common items, such as some sofas, chairs, and tables at the customers risk, but we ask you to remove smaller items and valuable items from the work areas such as lamps, plants, and ornaments before we arrive. Heavy furniture such as large beds, sectional sofas, wardrobes or dressers, heavy cabinets, desks, or fragile antiques, appliances, fish tanks, and any electronic items such as televisions, stereo equipment, or computer equipment will not be moved. Using hand tools, we can reach under pieces with legs to clean underneath or carefully clean right up to the edges of flat bottom pieces. In some instances, rooms will need to be empty to perform restoration services.
SAFETY – The health and safety of you and our employees is our first priority. To protect the safety of our employees, please relocate large dogs to a secure area prior to our arrival and for the duration of the cleaning job. Also, for their safety, please keep children and curious smaller pets away from our equipment and cleaning products.
CAUTION! Use extreme care when walking over hard surfaces during processing and from the carpet to hard floors as they will be very slippery until dry! Please warn all building occupants of this hazard. We recommend that you limit traffic on the carpet as much as possible until the carpet is dry. Hard surface floors are extremely slippery during cleaning and foot traffic should be avoided until the floor is dry. All foot traffic should be avoided on surfaces during processing.
PARKING – Customers must provide free on-site parking for our service vehicle for the duration of the job. Guaranteed availability of building loading zones, visitor parking areas, or legal street parking (reserved by holding a space with a customer vehicle) immediately adjacent to the building is usually sufficient. Note that street parking is often time-restricted and may not be suitable.
ARRIVAL TIME – Due to factors beyond our control such as traffic conditions or unexpected delays at job sites, we ask for a two-hour window of arrival for your scheduled time. Our representative will contact you on the day of service to give you a more precise arrival time. A more specific arrival time can be offered for the first appointment of the day, which is usually 8-10 am. Other exceptions can be made by special arrangement.
CANCELLATION & RESCHEDULE – Should you wish to cancel or reschedule an appointment, please notify us a minimum of three business days prior to the scheduled date. For larger projects, cancellation at any time could result in forfeiting the deposit paid or further penalties. Thank you for your consideration.
PRIVACY STATEMENT – At NUVOCLEAN Surface Restoration, we take your privacy seriously. While the nature of our business requires us to obtain some personal information from you, we will never sell, rent, share or provide that information to any third party. This includes your name, address, phone numbers, email address, and any billing and/or credit card information. Exceptions are the financial institution required to process your payment or agencies used to collect overdue accounts if necessary.
RESIDENTIAL SERVICE GUARANTEE – If the cleaning results do not meet your predetermined expectations as discussed with your NUVOCLEAN Surface Restoration representative prior to the start of work, we will return to your home at no extra charge and redo any areas you were disappointed with at no additional charge. If we are still unable to meet your expectations, we will refund the charges for those areas in full. Commercial services and stone restoration services are subject to individual service outcome agreements determined prior to quoting and/or performing any work.
DAMAGE AND LOSS – NUVOCLEAN Surface Restoration is fully insured. Our insurance policy provides a General Liability limit of $2,000,000. In the unlikely event that damage occurs to any item as a result of the cleaning process, excluding the limitations previously stated, NUVOCLEAN Surface Restoration will repair the damage by means chosen by NUVOCLEAN Surface Restoration at our expense. If the item cannot be repaired, NUVOCLEAN Surface Restoration will compensate you for the items present depreciated cash value as determined by customary insurance depreciation tables. Carpeting and upholstered furniture have no monetary value if more than 10 years old.