1. Our approach
We want every customer to feel their money was well spent. That is why we inspect first, quote in writing, and ask you to check the result before payment for home services. This policy explains what happens if plans change or if something is not right.
2. Rescheduling
- You may reschedule free of charge if you tell us at least 24 hours before the booked arrival window
- Changes with less than 24 hours' notice are accepted where possible, subject to availability
- If we must reschedule because of illness, vehicle breakdown, severe weather, hartals or road closures, we will contact you as early as possible and offer the next available slot at no cost
3. Cancellation by you
- More than 24 hours before the visit: free cancellation, and any advance paid is refunded in full
- Less than 24 hours before the visit: a cancellation fee of ৳500 may apply for home visits
- After the crew has arrived: a call-out fee of ৳800 may apply, or the Zone B/C travel fee, whichever is higher
- Commercial bookings: cancellation with less than 48 hours' notice may be charged at 25% of the quoted value, because crews and equipment are reserved exclusively
For rug-room orders, you may cancel before washing begins and pay only the collection and return transport cost.
4. Cancellation by us
We may cancel a booking if the property is inaccessible, conditions are unsafe, the scope differs significantly from what was described, or the item is too fragile to clean safely. In these cases any advance paid will be refunded in full, less any agreed work already completed.
5. 48-hour re-clean promise
Sometimes a treated stain can reappear as the carpet dries, because residue deep in the backing wicks up to the surface. If this happens, contact us within 48 hours of the service with a photograph. We will return and re-treat the affected area free of charge. This promise covers stains we treated and agreed could be removed; it does not cover new spills or stains we identified as permanent.
6. Refunds
If you remain unhappy after a re-clean, please tell us within 7 days of the original service. We will review the condition photographs and inspect if needed. Where the service fell below the standard described in your quotation, we will offer a partial or full refund of the fee for the affected items.
- Refunds are paid to the original payment method (bKash, Nagad or bank) within 7 working days of approval
- Cash payments are refunded by bKash, Nagad or bank transfer to an account in the customer's name
- Refunds do not cover items where limitations were disclosed and recorded before cleaning
7. Items not eligible for refund
- Permanent stains, burns, bleach marks, fading and wear disclosed at inspection
- Damage caused by failure to follow drying or aftercare instructions
- Re-soiling from new spills, pets or foot traffic after the service
- Add-on products such as fibre protector once applied
8. How to make a request
Please contact us by phone at +880 1785-487541, by WhatsApp or by email at contact@carpetfreshnow.com with your name, service date, address and photographs of the concern. We acknowledge requests within one working day and aim to resolve them within 7 working days.
9. Your statutory rights
Nothing in this policy affects your rights under the laws of Bangladesh, including the Consumer Rights Protection Act 2009. Last updated 1 August 2026.