Chem-Dry FAQ – questions from our customers
Chem-Dry FAQ is a short summary of the various questions which get asked most frequently. Please take a look at Chem-Dry FAQ for guidance, and if you are unable to find your answer from our website, please either give us a call or email us for more information.
Why use Chem-Dry?
Our low moisture Sydney carpet and rug cleaning (including Persian rug cleaning) system leaves carpets drier and prevents mould growth. Our primary professional cleaning chemical is the Natural 2 and Natural 4 which is a safe not toxic water-based chemical. All our cleaning chemicals are produced in the USA where each product is extensively tested for effectiveness and safety. The entire Chem-Dry chemicals range complies with Australian OHS laws.
What kind of payment do you accept?
We accept cash and cheques, direct bank transfers, Visa, Mastercard and Barter Card. For domestic cleaning services, the payment is on the day as we do not have a credit department to pursue outstanding payments. Please ensure that payment is arranged before you leave our technicians to get on with his work.
Do I have to move furniture?
When you require rug cleaning and carpet cleaning, it is very helpful if you move small items/valuables out of the way. Our technician will move most items but we exclude things like bookcases, wall units and beds not on castors and work around items not possible to move. Our technicians will move as much as they can but their main objective is to get your carpets and rugs as clean as possible.
Do I have to vacuum?
It doesn’t hurt to vacuum beforehand, however we vacuum before cleaning the carpets as part of the service.
I live in an apartment, would this be a problem?
No, we often clean apartments as well as houses. Our methods of cleaning are portable and mean that we are able to be more flexible with how we work.
Do I have to stay off the carpets or couches?
You can walk on the carpets immediately after the cleaning and carpets are mostly touch dry after 2-3 hours after the clean. Upholstery is normally dry in around 4-8 hours, depending on the fabric. If the fabric has been protected it should be left alone 12 hours to allow the protection to cure on the fabric.
What can I do to maintain carpets and rugs?
We have produced a page on carpet maintenance. To sum up you need to treat stains quickly and not let them dry and set in. Having a professional quality spot remover is also a must. We believe that our Chem-Dry spot remover is the best product available. Vacuum your floor covering at least once a week. Removing dust and grit help to prolong the life of carpets and rugs. We recommend with any specific stains, such as vomit, faeces, blood etc, that you contact us before you attempt your own treatment as this could make the problem worse or set the stain.
How and where do you clean upholstery?
Our technicians have portable upholstery cleaning equipment. They are able to deep clean all types of fabric in the home. We use an eco-friendly cleaning solution to clean material. The best way to describe the restoration process is that it is a low moisture hot water extraction process. Chem-Dry is also able to apply solvent cleaning where required. It is not normally required and is used where fabrics are not colourfast or are delicate.
How does the booking process work?
We take bookings through email conversations and phone calls. We require name, address, telephone number and email details. The scope of work is then discussed and the data is recorded. We will provide you with an approximate price and if you accept the costing, a date and time are agreed. This information is logged in our system. We do not make a further call to confirm the appointment. Once it is logged we schedule a technician to your home or business as agreed. When you contact us, we will always try to answer questions and conclude the outcome. We are not in the business of promising to call you back and then forgetting to do so. Providing professional customers service is our top priority at all times.
Can you guarantee that all stains will be removed?
It is impossible to give you a guarantee before see the stains and condition of the carpet. After 30 years of cleaning carpets and lounges, we know that certain stains are permanent. We will, of course, do our very best to remove stains as far as possible.
Why is Chem-Dry more expensive?
Chem-Dry uses eco-friendly cleaning solutions that are exclusive to our international organisation. We only employ full-time technicians who have decades of experience. We do not engage in “bait and switch” tactics. Travel around Sydney is expensive. Having the right insurance in place at all times also costs more than you think. We believe that we charge prices that reflect our quality service. Thousands of happy customers agree with us.
How far in advance would I need to book?
This varies often according to the time of year and if we have a lot of emergency work happening (water damages and fire damages). In general, if you have a specific day you would like to book, please try to ensure you book this 3-5 weeks ahead. In winter we are generally a little more quiet, but would still generally require 2-3 weeks notice. In some cases we may be able to move things around to accommodate you sooner, however it is worthwhile to organise your appointment ahead of time (rather than calling and expecting an appointment for that same day!).
Can I add in extra services after I have made a booking?
It depends on how much notice we have, whether we have any other appointments booked in after yours and how long the additional services are likely to take. Our technicians have a fairly set schedule and adding in a few things at the last minute is not always possible to accommodate as it would affect their other work. If they are running early they may be able to fit in something small, however this would need to be discussed with the technician on the day. Alternatively, we are always able to organise another appointment to complete the other services you may wish to get done.
Can I get everything done on the same day?
When organising an appointment, we will try to allocate the correct amount of time for the work to be done plus allocate some time for the technicians to travel to the next job where applicable. When you book a lot of work in, we will generally try to get a technician to spend the entire day there so he can devote enough time to the work, or otherwise get two technicians there where possible for much larger jobs but this would generally require a minimum of a month’s notice.