At Upholstery Care, we use professional cleaning equipment and methods suitable for different materials. However, customers should understand the following limitations.

Stain Removal

Not every stain can be completely removed. Results depend on factors such as:

  • Age of the stain
  • Type of stain
  • Fabric or material
  • Previous cleaning attempts
  • Chemical damage
  • Colourfastness
  • General condition of the item

We do not guarantee complete removal of all stains, odours or discoloration.

Existing Damage

Our cleaning service cannot reverse damage caused by:

  • Ageing or normal wear
  • Fading
  • Tears or holes
  • Fabric deterioration
  • Previous chemical treatment
  • Burns
  • Pet damage
  • Sun damage
  • Water damage

Customers should inform us of known damage before cleaning begins.

Colour & Material Variation

Some materials may react differently to moisture, cleaning agents or professional cleaning methods. Although suitable methods are selected after assessment, certain materials may have inherent limitations.

Drying Time

Drying time can vary depending on:

  • Material
  • Weather and humidity
  • Air circulation
  • Ventilation
  • Cleaning method

After cleaning we Dry 80% on-site. Remaining 20% dries within 2-3 hrs under fan or Ac

Customer Expectations

Our team will explain the expected cleaning outcome where possible. By proceeding with the service, the customer understands that professional cleaning may improve the condition of an item but cannot always restore it to a new or original condition.

4. Cancellation & Rescheduling Policy

We understand that plans can change. Customers may contact Upholstery Care to cancel or reschedule a confirmed appointment.

Rescheduling

Please inform us as early as possible if you need to change your appointment. We will try to offer another suitable date or time based on availability.

Cancellation

Cancellations should be communicated before the scheduled appointment.

If a booking has been specifically reserved, advance preparation or special arrangements may have already been made. Any applicable advance payment or cancellation charge will be communicated at the time of booking.

Same-Day Cancellation

For same-day cancellations or where our team has already travelled to the service location, a visit, travel or other reasonable charge may apply where previously communicated to the customer.

Customer Unavailability

If our team arrives at the confirmed location and is unable to begin work because:

  • The customer is unavailable
  • Access is not provided
  • The items are not available for cleaning
  • The service location differs significantly from the booking details

the appointment may need to be rescheduled, and additional charges may apply where appropriate.

Rescheduling by Upholstery Care

In rare situations, we may need to reschedule due to weather, equipment issues, team availability, safety concerns or circumstances beyond our reasonable control. We will make reasonable efforts to offer another available appointment.

5. Refund Policy

At Upholstery Care, we aim to provide professional service and address genuine concerns fairly.

Service Deposits

Any advance or booking payment will be handled according to the terms communicated during booking.

Completed Services

Professional cleaning results can vary depending on the material, stain condition and item history. A refund will not normally apply simply because a particular stain could not be completely removed or because the item did not return to a brand-new condition.

Service Concerns

If you have a genuine concern about completed work, please contact us as soon as reasonably possible and provide relevant details or photographs where necessary.

We may review:

  • The original service requirement
  • The condition of the item
  • The cleaning method used
  • The specific concern raised

Where appropriate and technically possible, we may consider a follow-up inspection or additional service.

Approved Refunds

Where a refund is agreed, the amount and method will be confirmed directly with the customer. Refund decisions may take into account the portion of work completed and any applicable costs.