FAQ and Terms & Conditions

We use the latest technology steam extraction carpet/ upholstery/ mattress/ curtain cleaning method or also known as hot water extraction, it is the recommended cleaning method by world’s largest carpet manufacturer, Shaw Industries. Steam extraction utilizes hot water which is pumped into the carpet after solvents and shampoos which are applied to the carpet and then vacuumed instantly to extract water and chemical foam. The steam extraction method is used for fabric material cleaning only. Our machine are all industrial grade machine that extracts 95% water and leaves very little moisture that dries under room temperature or faster drying under air-conditioner.

Steam extraction cleaning (or also called hot water extraction) is the most widely used and recommended method for effective cleaning to improve carpet and upholstery condition. It is recommended by most carpet manufacturers and the Institute of Inspection, Cleaning and Restoration Certification (IICRC) (US), click here to read, to maintain a cleaner carpet and healthier environment for commercial and homes.

We take your security concern our top priority. We will furnish workers reference details in advance of job site visit.

We highly recommend our customers once a year is the best practice for hygiene and longer lifespan of your investment. Cleaning costs are minimal when you consider replacement costs.

Yes, we recommend the owner or the representative that has been appointed to oversee the cleaning to be present during and after the cleaning to inspect once the job completed and sign the job done form.

Yes, we want to serve you with the best quality service to our job. Before we leave the job site, we will walk through with the clients on the job and ensure they are satisfied. We are more than obliged to retouch until customer satisfied while we are on site. If you are not happy with our service within 48 hours, we are more than obliged to touch up again. We provide 24 hours cleaning service warranty (if we have slot available) on stains touch up for carpet, sofa, upholstery, curtain and mattress cleaning. You are required to WhatsApp to 012-612 6697 send photos of areas of your complaint for us ascertain and verify if the areas are stains or permanent carpet fiber or upholstery fabric damage.

Terms:

You need photo submission of the area of problem via WhatsApp. Complaints must be addressed within 48 hours job completion.

If after the 48 hours time period of warranty we will charge for touch up based on hourly charges RM150 per hour.

The client must be on site to show the area and sign off form for validation we have completed the job.

Our office will do the best to arrange soonest possible and available free slot date and time during working days (Monday-Saturday) and office hours.

We only do touch up on area of stains and will not clean the whole carpet area/sofa/upholstery/mattress/curtains.

If customer request to do the whole whole carpet area/sofa/upholstery/mattress/curtains, we will charge RM150 per hour.

For rug cleaning, we will touch up if your not satisfied within 7 working days after we deliver.

We will not accept for discount or deduction for our cleaning service as we have rendered our best effort service and guarantee for touch up service.

EXCLUSIONS OF SITUATION:
– Empty or unoccupied units for more than 1 month.
– Normal or general soiling from everyday use.
– Stains caused by bleach, corrosives, acne medicines, dyes, inks, abuse, vandalism, or disasters such as floods, fire or other acts of God.
– Pet or other stains of a repetitive nature.

All deep cleaning companies use the same process of using water to clean, but we are using powerful industrial grade extraction machine that is capable of extracting 95% of moisture, which will dry faster with assistance of air-conditioner. Air blower may also assist in drying, however the cleaning process will take more time and slower to dry compared to air-conditioner. That is the reason we recommend air-conditioner as a faster drying method.

TERMS:
Our cleaning service recommends use of air-conditioner for faster drying time. If there is no proper ventilation  may cause unpleasant musky smell, however the musky smell is temporary and disappear after a few hours or a day. Below indications are estimated drying period based on use of air-conditioner.

Carpet:
0-500 sft – 1 hour (drying time: 1-2 hours)
0-1,000 sft – 1-2 hours (drying time 1-2 hours)
1,000sft- 2,000sft – 1-2 hours (drying time 2-3 hours)
2,000sft – 5,000sft – 2-4hours ( drying time 3-4 hours)
5,000sft – 8,000sft – 4-8 hours (drying time 3-5 hours)
8,000sft – 12,000sft – 8-10 hours (drying time 5-8 hours)
20,000 – 40,000sft – for large area projects kindly contact us

Sofa/ Upholstery cleaning:
1-2 seater: 30-45 minutes (drying time 2-4 hours)
3- 6 seater: 1 hour (drying time 2-4 hours)

Mattress:
Single/ Super single: 1 hour (drying time 1-2 hours)
Queen/King: 1.5 hours (drying time 2-4 hours)

Curtain
Every 100sf: 1 hour (drying time 1-2 hours)

Note: For larger projects we use multiple larger teams to complete task faster.

We will be unable to improve carpet conditions look which have worn out old carpet fibers and if it is not cleaned for a long time. The carpet fibers have damaged causing dis-colorization and tough old stains will not be able to be removed. If you insist of cleaning and it is for the sole purpose for hygiene and removing allergens. Important Note (some customers think applying more chemical and do few times can improve the look of carpet): We will not clean more than once or apply heavy chemical solutions to clean because it would worsen/ damage the carpet fibers.

This is a misconception, applying more chemical or force scrubbing on stains or warn out carpet may unfortunately cause more damage to the carpet fiber. Our cleaning technicians are trained to treat all type of stains with recommended correct machine handling and safe chemical application on carpet/ upholstery.

General stains are removed during cleaning process, our emphasis is to apply recommended chemical for fabric types and do cleaning. Most stains come out, but some don’t because some carpet/ upholstery fabric may have damaged or discolor due to old stains and become permanent damage. Other type of damages includes carpet worn out due to heavy traffic, furniture or heavy object placed long period of time or old carpet fibers have become thin. Carpet cleaning service are not applicable for spot stains such as paint, gum, old coffee stains, watermark, damaged wear & tear carpet/ worn out carpet, lipsticks, blood, oil paint mark, oil stains, old food stains. For spot stain cleaning is a specific service and is not applicable for general carpet cleaning. Please request for separate quote if you need a spot stain cleaning for paint, gum, old coffee stains, lipsticks, blood and heavy duty stains and charges are separate for spot stain cleaning service. We still charge full service charge if stains are not able to be removed.

TERMS:

We charge full service fees for supply of labor, transportation, chemical and machine as quoted if stains are not able removed. Our service is performed in best effort basis, safe & recommended professional cleaning method.

Customer must request quote separately for spot stain cleaning, this process cleaning is not same as general carpet cleaning service. Price for spot cleaning is separate. Spot stain cleaning are for stains on particular area for stains like food, alcohol, blood, oil, paint, gum and cosmetics. Spot stain cleaning is subjective and we do not guarantee the condition improvement due to damage of the stains done on the carpet fabric.

Generally watermarks stains can be removed, however sometimes there are conditions that may cause watermark stain permanent, due to age of the stain and discoloration. Watermarks are subjective, sometimes can be removed 50-80% if the stain did not damage the carpet fiber or discoloration. But sometimes the watermark damage becomes permanent to the carpet fiber, sometimes after cleaning area of the watermark spot it becomes more visible, this is due to the discoloration on the watermark spot and the surrounding area stains after removed becomes brighter. We recommend immediate cleaning on water damage area within 1 week to avoid permanent watermark damage.

Generally, after cleaning will expose pre-existing condition such as damages to the fiber or color fading, rust or discoloration or damage marks due to stains or dirt that have hidden the discoloration or damages. Some instances after cleaning there are colors changes on the fiber due to pre-existing damages from carpet manufacturer defects, liquid spills that masking the discoloration damages. Carpet is generally exposed to daily wear & tear, heavy objects placed on carpet such as furniture, liquid spills such as water, milk, chemical and manufacturing defect damages sometimes are not visible to our eyes before cleaning. Our cleaning detergent/chemical or method does not cause any discoloration or damage to carpet. Our cleaning solutions are specialized for only use on rug or carpet cleaning and are certified safe to use from manufacturers that are used by hundreds of industry carpet cleaners.

Terms: We practice safe cleaning method including using recommended detergent/chemical according to material type and chemical manufacturer guide. We are not be held liable or responsible for any visible differences after cleaning due to the above stated condition.

Old rug carpet will not be able to see any appearance improvement after cleaning due to the stains has become a permanent damage to the fiber or faded due to discoloration. Carpet that is old or/and been stored by wrapping long time or exposed to sun light will cause the carpet fiber become stiff, crunchy and brittle, there is no solution to this problem. Carpet that are placed under furniture or heavy objects for long period of time will tend to be flattened and discolored, there is no solution to cleaning or restore the condition appearance of the carpet.

There are various types of carpets made from wool, fiber, silk and polypropylene (plastic)/synthetic fiber. And most cases involving rotten (reput) carpets are made of polypropylene/synthetic fiber, when they rot (reput) there will be severe dust effects. This is because it is a type of plastic and it is not durable, one of the main reasons this type of carpet is damaged:

a. A carpet condition that is too dry for a long time.
b. Exposed to hot temperature/ sunlight (under the window).
c. Not cleaning properly.
d. Old carpet.
e. Store the carpet in a hot or dry place for a long time.

We will not accept rotten carpets for cleaning as they are useless and will not provide improvements.

Rug carpet deteriorates over period of time when not clean frequently, the stain damage remains invisible. So why the carpet looks dirty after cleaning? The reason to this is due of the pre-existing condition of the invisible damage now becomes visible after cleaning and causes the color changes to the fiber.  The damage can be a discoloration or permanent damage due from the stain to fiber and is a pre-existing condition that was not visible before cleaning. A carpet’s age is another factor that could be causing its appearance to deteriorate after a recent cleaning. The fibers of your carpet fade, wear down, and fray over time. Cleaning carpet with professional carpet chemical and cleaning method does not damage the carpet.

It is a situation during carpet cleaning that certain carpets color dye stains another area of the rug, muddling the original color.

What causes dye bleed?
1. Excess dye are not removed properly during manufacturing/ after weaving
2. Poor quality dye and material
3. Poor manufacturing practice that do not proper process to remove dye washing

During making of rug through traditional weaving/ manufacturing, a rug is washed after it is woven to remove any excess dye and color. The dye is also “fixed” before washing to make it stable. If the dye is not properly set it will not be colorfast when it comes into contact with water.

When a rug is purchased that has never been washed before, rug owners are often dismayed to know that their rug is experiencing color runs or color bleeding when it is sent for carpet cleaning. This condition is more common with cheap rugs or that are manufactured or made in China. Generally high quality and expensive rugs that are Persian/ Oriental does not have this problem due to the high quality of dye and process to remove excess dye on the rug.

Another reason for color bleed/ run is that the rug has not been washed or professional carpet clean for many years, due to the lack of washing it result in a loss of the oils on the dye, meaning that the oil is no longer holding in the dye and causes the dye to run when washed.

Our technicians are trained for dye stains test before cleaning, every rug is treated to specialize cleaning process using color run chemical and method to avoid this problem. However there are some situations when some rugs do not show the signs of dye bleed during the test, but only visible after cleaning.

Disclaimer:

We are not be responsible during carpet cleaning service if there are carpet bleeding or color run cases, because the damage is from the above causes, due to pre-existing condition of the carpet, wear & tear and age of the carpet.

Blackout & sheer curtain cleaning comes with risk of thread damage, creasing or  torn due to the age, material condition that is thin and/or due to wear and tear, pre-existing oxidization damages, mold damages, stains that are not visible causing discoloration after cleaning. We do not guarantee stains remove 100%. Customer understand undertaking the risk, we are not liable for compensation for any damage to the blackout/ sheer curtain during cleaning.

Carpet that been placed under heavy objects/ furniture for long period of time will cause carpet indentation (flattened) and this condition cannot be restored, after cleaning the condition most of the time remain the same and there will be also color spot difference.

Yes, our chemical is pet & children safe 100% guarantee. Our chemical manufacturer is certified company with MS ISO 9001:2000, Halal certificate and has SDS certificate for chemicals related products specifically for carpet & upholstery material. Our chemicals are all water alkaline based and non-hazardous, non-acidic. Our detergent have been formulated safe on all type of carpets (roll carpet & tile) and upholstery fabric. Our cleaning process using industrial grade machine extracts 100% effectively all chemical residue and water from the carpet/ upholstery.

Yes, our 3 step process removes the stains, sanitize, deodorize and deep extracts the bacteria that causes the smell.

Customers must inform cleaning contractor pre-existing condition and manufacturers cleaning method before we start our job at your site. Importantly customer is required to inform carpet/ rug/ upholstery condition if there are any damages visible and should be cared. Customer also must inform in advance for specialty carpets that requires carpet manufacturers recommended cleaning chemical and method. We are not responsible for any discoloration, color bleeding or damage to carpet/ upholstery if customer do not provide carpet manufacturers cleaning chemical and method information before hand.

For office units that has been unoccupied or empty for long period of time dust accumulates and embeds deep into the carpet. Cleaning for type of condition requires more than once to get better result. We also recommend that you do an initial cleaning before engaging our service. Please consult us and inform if you require to clean this type of carpet condition.

By engaging our services, the customer acknowledges that Kleen Asia Services is not responsible for any pre-existing damage to the rug or carpet, sofa, upholstery mattress and curtain. It is the customer’s responsibility to inform us of any known issues or damage prior to the commencement of cleaning, because the items to be cleaned are used conditions comes with pre-existing conditions of material degradation or damage. Kleen Asia Services shall not be held liable for any exacerbation of pre-existing damage. This includes but is not limited to further deterioration of already damaged areas, expansion of existing stains, or any issues arising from previously compromised fibers or materials. It is the customer’s responsibility to ensure that all necessary information about the condition of the items is disclosed before the cleaning process begins. Failure to provide accurate information may result in the waiver of any claims against Kleen Asia Services for damages incurred during cleaning. Our cleaning process is designed to be safe and effective; however, due to the nature of pre-existing damage, some areas may not respond to cleaning efforts as intended. Customers should understand that certain stains or material damage may be permanent and not fully removable.

Maximum height for curtain cleaning is 12ft. Our machine and hose will not reach higher than 12ft.

Yes, sheer curtain and block-out can be cleaned, as it also collects, dust, mold, fungus and allergens. However, we have a service disclaimer against liability to damage on the sheer or block-out during cleaning. The reason is because the material is thin and delicate therefore it is fragile. Nearly all sheer and block-out curtains today are made of nylon or polyester, and due to the material exposed to environment such as heat and sunlight it will cause wear and tear. During cleaning, the technician clean as safely as possible using machine, however sometimes, due to manufacturing defect, age, wear and tear of the material the thread could tear. We will not be held liable for compensation if this situation arises.

Our chemical manufacturer is certified company with MS ISO 9001:2000, Halal certificate and has SDS certificate for chemicals related products specifically for carpet & upholstery material. Our chemicals are all water alkaline based and non-hazardous, non-acidic. Our detergent have been formulated safe on all type of carpets (roll carpet & tile), upholstery fabric, mattress fabric and curtain fabric.

Free ATP testing report (1 time testing value RM120) before and after service rendered to measure the quality of our product and service using Hygiena’s™ SystemSURE Plus ATP testing device. This measures residual organic matter that may remain after a surface, device or piece of equipment is cleaned. The ATP test is a process of rapidly measuring actively growing microorganisms through detection of adenosine triphosphate, or ATP. This free testing is for project value above RM1,200. For project value below RM1,200 client can choose option to do testing with extra charges of RM120 per test.

For residential customers payment must be transacted with instant transfer or cash as soon job is completed on site. Our team will wait at site until payment is confirmed transferred to our account.