Pet urine is an issue of the carpet, pad and sub-floor beneath. Cleaning the surface of carpet will not remove pet odors. Pet odor removal is a separate service at an additional cost. Wildcat Carpet Cleaning is not responsible for cosmetic or structural damages that might result from pet urine treatment or removal. The only way to fully remove all pet urine odors from carpet is to replace the carpet, pad and either seal or replace the sub-floor beneath; therefore, we do not guarantee complete pet odor or stain removal.

Please let us know as soon as possible if you need to cancel your appointment. There is a $50.00 cancellation fee for non-emergency cancellations if you cancel within 24 hours of your appointment time, including weekends. The $50 is credited back to you if you choose to reschedule with Wildcat, within two weeks of the cancelled appointment. If off hours, please leave your cancellation notice by voice mail, text message (859-333-5652) or email (wildcatcarpetcleaning@outlook.com)

In the rare event we need cancel your appointment for reasons beyond our control, we will let you know as quickly as possible as well as attempt to find an suitable service provider to fill our cancellation. Abrupt cancellations may occur due to inclement weather, mechanical failure or other unforeseen events.

Our appointment windows include 9 a.m. to 11 a.m., 11 a.m. to 3 p.m., 1 p.m. to 4 p.m. and 3 p.m. to 5 p.m. You will receive a 30 minute ETA text message prior to our arrival.

We will not clean textiles in a home or facility that has an obvious bug or rodent infestation: bed bugs, cockroaches, fleas, lice, mice, rats, etc. If your home or facility has an infestation of any sort, please cancel and reschedule with us when your home or facility has been treated and cleared by a professional extermination service.

Payment is due at time of service unless previously approved for invoicing. A 2.5% fee is added to any invoice paid with a card. All invoices are due within 5 business days of service date, otherwise, an additional 10% late fee is added to the balance. Unpaid invoices after 30 days will have an additional 10% late fee perpetually every 30 days until paid in full.

100% Soil Removal is Not Possible 

Wildcat Carpet Cleaning can remove a significant amount of soil from your carpet. 100% soil removal is not possible unless the carpet or upholstery is brand new.

Caution: Walking from moist carpet to hard surfaces creates a slip hazard. Please wipe your feet dry prior to walking from moist carpet to hard surfaces. We are not responsible for injuries that might result from slip hazards.

You understand we will have several hoses, both large and small, running throughout your home or facility during the cleaning service. We are not responsible for injuries that might result from our hoses, equipment or misplaced furniture being in a walkway.

Whether you own your home or it is a rental property, please provide our cargo van with a sufficient area to park and work from. If you know we will not be fully located on your owned or rented property during the service, please contact your Home Owners Association, Property Manager, Landlord or Public Service Department, prior to your service, to inform them of our being on any community property so they may caution surrounding neighbors, tenants or visitors of the work being performed.

We will be running vacuum hoses from our van into your home, which requires at least one door to be open during service. Please place your pet(s) in a crate, bathroom, or safe location where they will not escape out of the open door. We are not responsible for lost pets or their whereabouts during the service.

Traffic lanes occur for several reasons: fabric wear, black sole shoe stains, asphalt, pH staining, embedded soils. If you have oil-based carpet and frequently wear black soled shoes as in dress shoes, flip flops, or house shoes, please note that removing black sole shoe stains is priced as stain removal and we do not guarantee a significant change in appearance. We do not guarantee complete traffic lane soil removal.

There are several contributing factors that affect dry time: level of moisture, level of humidity, air movement and thickness of carpet. Dirtier carpet requires increased water usage, which adds to dry time. Dry time varies based on level of soiling, outside humidity, air movement and thickness of carpet.

If you choose to our Dry Carpet Cleaning method, you are responsible for thoroughly vacuuming the carpet after it is completely dry. Doing so removes the encapsulated soils and is vital to completing the service. If you do not wish to vacuum, we will quote you on revisiting your location to vacuum for a fee.

During our pre-inspection, please be sure to point out all spots and stains that are concerning you. We recommend letting us clean your carpet first to see if the spot(s) comes up with the cleaning. Any spot that remains after cleaning is considered a stain. Stain removal is charged separately.

Any service complaint related to re-cleaning certain areas must be made within two weeks of the original service date & time. The complaint can be made by phone, text, email or letter, but it must be received within two weeks of the original service date & time. If the original service was in anyway related to pets, and the customer or household still has the pet(s) in the home, the two week complaint window is void.

Lexington area service complaints receive the first available appointment slot to revisit or re-clean areas in question. Service complaints outside of Lexington may choose the next available appointment slot at a $50 cost, or may wish to have us revisit/re-clean the area in question when we’re in your area over the following two weeks from the original complaint. If two weeks has passed without our presence in your area, we will revisit/re-clean the area in question at our next available appointment slot at no cost. If we service an area outside our regular service foot print, and a re-clean request arises within two weeks after the cleaning, there is a $95.00 minimum revisit fee to cover our travel costs.

We are not responsible for removing paint drops that might have occurred from previous paintings. We will attempt to remove paint stains if you point all of them out and we agree on a removal price.

We cannot fully remove paint stains, varnish, black shoe sole stains, filtration stains along the baseboards, dyes, inks, rust, burn stains, or any substance that is known cause permanent staining. If we do attempt to remove such stains, we do not guarantee complete removal or satisfaction. Many carpet repair services can remove stains by patching the carpet and moving it to an inconspicuous corner or closet.

Carpet cleaning excludes hair removal. We make no guarantee to remove pet or human hair from your carpet or upholstery. If your carpet has noticeable amounts of pet or human hair, we will charge a fee to attempt to remove as much hair as possible prior to our cleaning.

If you would like for us to wear shoe covers at all times in your home, please let us know prior to our arrival. We typically wear shoe covers when it has been raining outside. We will always wear shoe covers when walking on your freshly cleaned carpet.

Filtration stains are dark lines around the parameter of your carpet at the baseboard. These are caused by air filtering into the walls at the baseboard typically from gas heat, candles and gas appliances. These stains consist of fine particles that embed themselves into the carpet fiber. Attempting to remove filtration stains results in an insignificant change; therefore, we do not offer filtration stain removal.

Oil-based carpet can wick, or re-evaporate spots to the surface as the carpet dries. Applying stainguard to the carpet after cleaning reduces wicking. If you do not purchase stainguard, we are not responsible for spots that might return during the drying process.

While we take every precaution to care for your home, we are not responsible for normal wear and tear such as minor scratches, dents and scuffs that might result from service.

Prior to our arrival, please have your personal items as well as items of value appropriately stored away.

We are carpet cleaners – not a maid service. Please have small furniture and personal items such as magazines, clothing, kid’s toys, shoes, etc., off the floor unless you do not want the carpet cleaned beneath such items.

The Light, Mid-Level and Deep Cleaning Packages pertain only to soil removal and not structural fiber improvement. Wildcat does not guarantee to remove all soils, spots and stains from your carpet.

As owner, landlord, tenant or agent of the owner, landlord or tenant, you release Wildcat Carpet Cleaning from service complaints or all claims of damage to your home or facility when you agree to allow our employee’s to be in your home or facility without your presence.

If you refuse the use of detergents to clean your carpet & upholstery, you assume all responsibilities with the results of using water only. Detergents remove soils from carpet & upholstery at a significant rate as compared to water alone.

Please call with any questions you may have regarding our disclaimer or other service questions. (859) 333-5652