Customer Service Agreement and Policy

These terms and conditions constitute the full and complete service agreement (the "Agreement") between you (the "Customer") and REVIVE UPHOLSTERY CLEANING LLC of 1 Wheaton Center, Wheaton, IL 60187, for the provision of services by REVIVE UPHOLSTERY CLEANING LLC.

Please take some time to review this Agreement. By ordering REVIVE UPHOLSTERY CLEANING LLC services by telephone, email, or through our website, the Customer accepts and agrees to this Service Agreement.

1. Upholstery Cleaning Services

Subject to the terms of this Agreement, REVIVE UPHOLSTERY CLEANING LLC agrees to provide upholstery cleaning services (the "Service") to the Customer at an address specified by the Customer (the "Premises").

The Service will encompass upholstery cleaning tasks as agreed upon with the Customer at the time of booking.

REVIVE UPHOLSTERY CLEANING LLC will provide one or more upholstery cleaning technicians (the "Upholstery Cleaner") to attend the Premises at a mutually agreed time and date (the "Service Time") to provide the Service.

REVIVE UPHOLSTERY CLEANING LLC endeavors to provide the Service faithfully, diligently, and in a timely and professional manner.

2. Customer Representations and Warranties

The Customer represents and warrants that:

  • Safe Environment: It will provide a safe working environment at the Premises for the Upholstery Cleaner to perform the Service.

  • Access: The Upholstery Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service.

  • Utilities: It will provide the Upholstery Cleaner with access to all necessary services and utilities (including hot and cold water, electricity, and garbage disposal) as required to provide the Service.

  • Hazards: It will advise REVIVE UPHOLSTERY CLEANING LLC prior to the commencement of the Service of any hazards, slippery surfaces, risks, or dangers.

  • Authorization: It is authorized to use the Premises and obtain the provision of the Service.

  • Valuables: It will secure or remove any fragile, delicate, breakable, or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value, prior to the commencement of the Service.

  • Parking: Customers are responsible for providing the Upholstery Cleaner with any one of the following (which must be within a one-block radius): a permitted parking space (personal or public), a valid parking permit, or covering all parking fees incurred during cleaning. If a parking spot cannot be found within a one-block radius by the Upholstery Cleaner or provided by the Customer within a 20-minute window, your appointment will be canceled and/or rescheduled. In such an event, you will be charged a $50 cancellation fee.

3. In-Home Climate Control

In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that is not physically comfortable for labor, including but not limited to extreme heat or extreme cold. In the event that your appointment is canceled due to uncomfortable temperatures within your home, you will be charged a $50 cancellation fee.

4. Health and Safety Risks

In addition to the obligations and warranties set out in Clause 2 above, the Customer acknowledges and agrees that:

  • Job Safety Analysis: The Upholstery Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess health and safety risks at the Premises.

  • Right to Cease Work: The Upholstery Cleaner may, either before or during the provision of the Service, choose not to provide or to cease the provision of the Service if, in their absolute discretion, carrying out the Service presents a risk to health and safety.

  • Children and Pets: The Customer must agree to keep children, dependents, and pets away from any equipment or hot water being used as part of the upholstery cleaning process.

  • Safe Environment: The Customer must ensure that the environment in which the Upholstery Cleaner is invited to work is safe and free from electrical or structural hazards.

  • Cleaning Solutions: Upholstery cleaning solutions should be considered poisonous and are not for human consumption.

5. Pet Spots, Odors, and Hair

We are pet-friendly but appreciate your help in ensuring pets are secured and safe on cleaning day.

  • Pet Safety: If you have pets, you are responsible for tending to them during the appointment. We will be operating equipment throughout your home, which means you need to secure your animals so they cannot escape or interfere while we are there. Please make arrangements for them prior to the cleaning.

  • Stain Removal: Pet spots are among the most difficult to remove. While some cases can be resolved easily, others cannot. Even with our most intense treatment, pet odors may still exist in the home. For this reason, we are not responsible for the removal of odors of pet or any other origin. We will treat the issue to the best of our ability; however, all other variables are beyond our control.

  • Hair Removal: Upholstery cleaning is not a hair removal service. We make no guarantee to remove all pet or human hair from your upholstery. Please vacuum and attempt to remove excessive hair from your upholstery prior to your appointment to help achieve desired cleaning results.

6. Job Quotations

  • Quoted Price: The price payable by the Customer is the quoted price provided by REVIVE UPHOLSTERY CLEANING LLC.

  • Estimates: Any price quoted by REVIVE UPHOLSTERY CLEANING LLC is an estimate only, based on our experience without inspection, and based on information provided by the Customer.

  • Adjustments: The quote provided via email is based on information from the Customer. In the absence of specific furniture or clearly definable descriptions, it will be based on standard furniture sizes/seating positions. If the actual work differs from the quote, the price will vary accordingly.

  • Additional Charges: Upholstery cleaning prices are subject to the condition of the upholstery. Additional charges may apply for recliners, ottomans, chaises, and loose cushions.

  • Detailed Information: The Customer must supply full details of the type of furniture and fabric that needs cleaning.

7. Stains

  • Inspection: REVIVE UPHOLSTERY CLEANING LLC will inspect the upholstery and stains before the Service commences.

  • Limitations: Some stains are difficult to treat, and while every effort is made, we cannot guarantee complete elimination. Urine or other animal stains can remove the color from fibers, and such stains cannot be removed. Odors may sometimes result from a fungus released upon washing.

  • Permanent Stains: Stains derived from bleaching agents, acids, and permanent dyes may be permanent and cannot be removed with any treatment. We do not guarantee stain removal for permanent stains.

  • Unfeasible Removal: We may deem it 'unfeasible' to remove a particular stain or mark on the upholstery when compared to the cost of replacement furniture or a mattress.

  • Liability: We are not liable for any wear or discoloration of fabric that becomes more noticeable once dirt is removed.

  • Existing Damage: We are not responsible for any existing damage to the Customer's property in the form of old stains, burns, spillages, etc., which cannot be cleaned or removed completely using industry-standard cleaning methods.

8. Upholstery Made of Natural Materials

Furniture or mattress upholstery containing cotton, linen, or viscose is among the most difficult to clean. Strong solutions (with a high pH value) cannot be used on these fabrics; therefore, most visible stains and soiling, especially if they are more than six months old, cannot be removed.

  • Color Absorption: Natural fabrics strongly absorb color from clothing or bedding. Such discoloration cannot be corrected by upholstery cleaning.

  • Fading: This type of upholstery fades with prolonged exposure to sunlight. Colored upholstery becomes pale, and white or beige upholstery becomes yellow.

  • Stubborn Stains: Blood stains more than one day old or stains from alcoholic beverages are almost impossible to remove from cotton upholstery.

  • No Guarantee: We always do our best but cannot guarantee the best results on these types of upholstery. Please keep this in mind when ordering upholstery cleaning.

  • Previous Attempts: If the owner has tried to clean natural upholstery themselves or if another company has cleaned it improperly, this can cause permanent streaks, stains, or discoloration. We do not guarantee the removal of such issues.

  • Replacement Consideration: Sometimes, replacing furniture with this type of upholstery may be more practical if it is badly soiled and hasn't been deep cleaned for years.

  • Fabric Composition: Check the label on your furniture to find out the fabric composition. Before cleaning, we perform a burn test to determine the fabric type and will inform you if it includes cotton, linen, or viscose.

9. Mold and Insects

REVIVE UPHOLSTERY CLEANING LLC does not clean any furniture or mattresses contaminated with mold (except for outdoor cushions and furniture), cockroaches, bedbugs, fleas, or other visible insects. Please consider this when making your booking. If any are found upon arrival, your cleaning will be refused.

10. Drying Time

Several variables affect drying time, including but not limited to the amount of soil, humidity (indoors and outdoors), air movement, and fiber density. For this reason, we cannot predict the exact drying time.

  • Typical Drying Time: Drying time for upholstered furniture and mattresses typically varies between 6 to 20 hours, depending on the fabric and level of soiling.

  • Recommendations: We recommend using a fan or turning on your air conditioning system after cleaning to reduce drying time. Increased airflow accelerates drying. Please allow extra time for drying.

11. Cancellation Fees and Other Charges

  • Minimum Charge: The minimum charge for any Service is $140.

  • Surcharges: Surcharges may apply for Services booked on weekends, after hours, holidays, or during inclement weather.

  • Cancellation Notice: The Customer must email REVIVE UPHOLSTERY CLEANING LLC at info@servicerevive.com at least 24 hours prior to their scheduled appointment time if they wish to suspend, reschedule, postpone, or cancel the Service for any reason.

  • Rescheduling: If such notice is given, we will endeavor to reschedule the Service if requested.

  • Cancellation Fee: If the Customer does not provide 24 hours' notice prior to the scheduled appointment time, they agree to pay a cancellation fee of $50 for administrative costs and loss. We are strict on our cancellation/rescheduling policy; please honor it.

12. Fee for Non-Access to the Premises

  • Punctuality: If the Customer is late, we wait only 20 minutes, no more. If access is not provided within this time, the appointment may be canceled.

  • Cancellation Fee: If the Customer does not provide unencumbered access to the Premises, they agree to pay a cancellation fee of $50 for administrative costs and loss of work.

  • No Key Handling: REVIVE UPHOLSTERY CLEANING LLC does not pick up or deliver house keys from third parties.

  • Incorrect Address: If we arrive at the job site and cannot complete the work due to an inaccurate address provided by the Customer, a $50 cancellation fee applies.

  • Turned Away: If we arrive and are turned away for any reason initiated by the Customer, a $50 cancellation fee applies.

13. Payment Terms

  • Payment Timing: The Customer agrees to pay the estimated price at the Service Time or immediately within 20 minutes after completion of upholstery cleaning.

  • Accepted Methods: Payments may be made in cash, by Zelle, or by credit card (with a 3.5% fee).

  • No Checks: REVIVE UPHOLSTERY CLEANING LLC does not accept checks.

  • Tipping: Tipping is not required but appreciated. You can leave a tip with your payment, and we will distribute it properly. Leaving a review also means a lot to us. We sincerely appreciate your thanks!

Payment Problems

If no payment has been made at the Service Time or within 20 minutes after completion, we will attempt to contact the Customer. If payment is not made promptly:

  • Legal Action: We reserve the right to contact local law enforcement to pursue legal charges against the Customer.

  • Court Proceedings: We may pursue legal proceedings to collect monies owed at the Customer's expense.

  • Indemnification: The Customer agrees to indemnify REVIVE UPHOLSTERY CLEANING LLC for all legal costs and other expenses incurred in connection with recovering the debt.

14. Non-Appearance

If, due to unforeseen circumstances or emergencies, REVIVE UPHOLSTERY CLEANING LLC does not arrive at the Premises on the day of the Service, we will offer to reschedule at a mutually agreed time.

15. Complaints

  • Notification: If the Customer is dissatisfied for any reason or has any other complaint after the Service has been provided, they must inform us within 24 hours of completion.

  • Resolution: We strive for 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently.

  • Opportunity to Rectify: The Customer undertakes to give us the opportunity to rectify all work.

  • Contact: All complaints must be emailed to info@servicerevive.com within 24 hours of service completion.

16. Accidents, Breakage, Damage & Theft

  • Immediate Reporting: The Customer must inform us of any incident where an accident, breakage, property damage, or theft has occurred due to our actions within 24 hours of completion.

  • Limitation of Claims: To the extent permitted by law, the Customer is not entitled to claim any loss if the incident is not reported within 24 hours.

  • Liability: We shall not be liable for damages resulting from the Customer's failure to comply with Clause 2.

  • Valuables: We are not responsible for damage to any items of value that have not been removed by the Customer from the work area prior to cleaning.

  • Flooring: Although we use special floor coverings, small amounts of water may get on the floor. We are not responsible for any damage to the floor caused by minimal amounts of water. The Customer must notify us in advance of any delicate flooring.

  • Indemnification: The Customer indemnifies us against all losses or liabilities arising directly or indirectly as a result of the provision of the Service, including legal costs and expenses.

  • Ventilation and HVAC: We will not be liable for damages resulting from lack of ventilation and/or a properly functioning HVAC system, which are necessary for drying. The Customer assumes all liability for damages resulting from failure to manage these systems.

17. Exclusions and Limitations

REVIVE UPHOLSTERY CLEANING LLC cannot be held responsible for:

  • Incomplete Service: Not completing or providing the Service due to a breach of contract by the Customer or events beyond our reasonable control (force majeure).

  • Acts of Others: Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during the Service.

  • Unremovable Stains: Wear, damage, or stains that cannot be completely cleaned or removed.

  • Marker Stains: Marker or felt-tip stains that appear after cleaning due to internal fillings retaining production marks.

  • Visibility of Wear: Any wear or discoloring becoming more visible once dirt has been removed.

  • Loss or Damage: Any loss incurred as a result of breakage or damage to goods, valuable items, or the Premises.

  • Security of Valuables: Any loss, theft, or damage while undertaking work; please secure all valuables.

  • Cleaning Risks: Damage caused to the upholstery as a result of any cleaning or stain removal treatment. By accepting our quotation, you authorize us to proceed with cleaning using the WATER EXTRACTION METHOD.

  • Odors: We shall not be liable for any odors arising during and/or after cleaning due to factors such as lack of ventilation or appropriate heating.

  • Contaminated Upholstery: If your upholstery is damaged due to urine, feces, or vomit, these deposits can be activated by cleaning. There is no guarantee implied or expressed that all will be removed.

  • Service Results: The Customer acknowledges that results may vary depending on several factors, and we give no guarantee as to the actual results of the Service.

  • Limitation of Liability: We have no liability (including negligence) for any loss or damage suffered or incurred by any person in relation to the products or services provided.

18. Photograph and Video Image Waiver

The Customer grants REVIVE UPHOLSTERY CLEANING LLC the irrevocable and unrestricted right to produce and reproduce photographs and video images taken of the Premises (including interior and exterior, furniture, or pets if caught in a photo or video) for publication, promotion, illustration, advertising, or trade in any medium, including but not limited to all forms of social media.

  • Release of Claims: The Customer hereby releases us and our legal representatives from all claims and liability relating to said images or video.

  • Use of Reviews: Furthermore, the Customer grants permission to use any reviews given during the Service, with or without the Customer's name, for advertising and publicity without restriction.

  • Waiver of Compensation: The Customer waives all rights to any compensation.

19. Landlords & Tenants

Because we are in a largely tourist town, we frequently clean rental units for landlords, property management companies, or tenants.

  • Primary Responsibility: We can only be responsible to the party scheduling the appointment.

  • Coordination: Please do not rely on us to coordinate with any other party involved.

  • Preparation: Have as much information and decision-making completed prior to scheduling an appointment to make the process smoother for everyone.

  • No Key Handling: REVIVE UPHOLSTERY CLEANING LLC does not pick up or deliver house keys from third parties.

20. Furniture and Mattress Moving

  • Accessibility: We will do our best to clean the upholstery of your furniture from all sides but ask that you provide space around your furniture in advance.

  • No Moving Service: We do not move furniture; we will clean the upholstery that is accessible.

21. Mattresses

  • Cleaning Scope: We will clean the upholstery of the mattress top and sides.

  • Limitations: We do not turn mattresses and do not clean them on both sides in one visit.

  • Two-Stage Cleaning: If you want both sides cleaned, it will need to be done in two stages with a one-day interval to allow one side to dry completely.

  • Drying Time: Please keep in mind that the mattress will require 6 to 24 hours to dry after cleaning.

22. Termination

  • By Customer: This Agreement may be terminated by the Customer by providing at least 24 hours' notice prior to the Service Time.

  • By Company: We may terminate this Agreement by providing the Customer with at least 24 hours' notice prior to the Service Time.

  • Immediate Termination: We may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement and, in our opinion, that breach is incapable of remedy.

23. Changes to this Agreement

REVIVE UPHOLSTERY CLEANING LLC reserves the right to update or modify these terms and conditions at any time without prior notice by publishing an updated Agreement on our website. Each updated Agreement will take effect 24 hours after it has been published.

The Customer agrees that any use of the Service following any such change constitutes their agreement to be bound by the terms and conditions as changed.

24. Law & Jurisdiction

The Customer and REVIVE UPHOLSTERY CLEANING LLC acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Illinois, USA, and both agree to submit to the exclusive jurisdiction of the courts of Illinois, USA, in the event of any dispute.

25. Severability

The Customer agrees that if any term or provision is held invalid, void, or unenforceable, that provision will be considered severable, and the remaining terms and provisions shall continue to be binding.

26. Copyright

The content of this Agreement is protected by copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, publish, transmit, and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of REVIVE UPHOLSTERY CLEANING LLC.

Thank you for choosing REVIVE UPHOLSTERY CLEANING LLC. We look forward to providing you with exceptional service.