FAQ
In this section, we’ve compiled answers to the most common questions our clients have. If you can’t find what you’re looking for, feel free to reach out using the form at the bottom of this page.
General questions
Question
What methods do you use for cleaning upholstered furniture, mattresses, and curtains?
Answer
We employ the extraction cleaning technique for upholstered furniture, mattresses, and curtains. For natural fabric curtains, we use a dry cleaning method.
Question
How much time does the cleaning process take?
Answer
The cleaning duration varies based on the item type, material, and level of soiling. For instance, cleaning a two-seat sofa with a pull-out bed takes around an hour, while a double-sided mattress requires about 60 minutes, and a fabric armchair is typically cleaned in 30 minutes.
Question
Do you clean all types of upholstery?
Answer
We can clean most upholstery types, except certain natural fabrics that cannot handle wet cleaning methods. Our manager will inform you during a consultation whether your upholstery can be cleaned, or our technician will assess it on-site.
Question
Can you clean mattresses with any filling?
Answer
We clean mattresses with all types of fillings that can withstand thorough wet cleaning. For example, a coconut coir mattress can be cleaned using the extraction method as long as it’s not excessively soiled. Our manager will advise you on the suitability for cleaning during your consultation.
Question
I had a cleaning by another company but wasn't satisfied. Can you fix it?
Answer
Yes, we can redo the cleaning if you were unhappy with another company’s service. Please inform our manager when placing your order so we can address the issue.
Question
How long does furniture take to dry after cleaning?
Answer
Drying time depends on the room’s temperature and humidity. For example, a textile sofa or chair in a dry, well-ventilated room can dry within 6–8 hours, a mattress typically dries in 4–5 hours, and a chair will dry in about 2–3 hours.
Question
I need urgent cleaning. How fast can a technician arrive?
Answer
If you place an order in the morning, we will strive to send a technician by evening. For orders made later in the day, the service will be scheduled for the following day.
Question
Should I clean the furniture before or after general cleaning?
Answer
We recommend performing general cleaning first, followed by the furniture cleaning.
Question
Should I schedule cleaning before or after moving?
Answer
It’s better to schedule cleaning after the move.
Question
I’ve made an order, but there’s no water or electricity. Can you still clean?
Answer
Unfortunately, we cannot clean without water or electricity. Please contact us to reschedule if there’s an issue.
Question
How do I identify the upholstery material of my furniture?
Answer
You can check the upholstery material on the store’s website where you purchased the furniture or by looking at the label or documentation that came with it. Alternatively, you can send us a photo, and we’ll help identify the material.
Question
Can I bring my furniture to you for cleaning?
Answer
No, we only perform cleaning services at the client’s location.
Question
I’ve found bedbugs on my sofa. Will cleaning help eliminate them?
Answer
No, you must first contact a pest control service for bedbug treatment. Only after extermination can you proceed with sofa cleaning.
Question
When should I opt for professional cleaning?
Answer
Professional cleaning is always recommended for removing general dirt, stains, and odors. It's also essential for maintenance, as it helps remove microorganisms and dust mites from your furniture.
Question
How do you clean the storage compartments in sofas?
Answer
We remove dust and small debris from the storage compartments using a vacuum cleaner. This is included in the cost of cleaning the sofa.
Question
How do you clean leather furniture?
Answer
Leather furniture is cleaned by hand using special cleaners and conditioners to moisturize the leather. If the furniture has textile parts, we clean those using the extraction method.
Question
I have a sofa with both leather and fabric upholstery. Can you clean only the fabric part?
Answer
Yes, we can clean just the fabric part of your sofa.
Question
When is cleaning ineffective?
Answer
Cleaning becomes ineffective when the upholstery is damaged, such as with iron burns, dried glue, or scratches on leather.
Question
Do you clean until the water is clear or just until the furniture looks clean?
Answer
We clean upholstery that can withstand thorough wetting until the water runs clear.
Guarantees
Question
Do you guarantee stain removal?
Answer
Yes, we guarantee full stain removal from your furniture, provided the stains have not been previously treated with household cleaners. Before starting, our technician will inspect the furniture. If any stains cannot be removed, you will be informed in advance.
Question
Do you guarantee that my furniture will not be damaged during the cleaning process?
Answer
Yes, we ensure that your furniture will remain intact during cleaning, and we will take full financial responsibility in the event of any damage.
Stain and odor removal
Question
I tried to remove the stain myself. Can you still clean it?
Answer
Yes, we can clean it, but we can't guarantee complete stain removal. Using household cleaners on upholstery often leads to damage and discoloration, which may result in visible white spots where the stain was scrubbed. However, your furniture will still be cleaned.
Question
Can you clean only one stain, without doing the entire sofa?
Answer
In some cases, yes. This depends on the material and design of the sofa. Please note that we have a minimum order value of 3,000 rubles.
Question
Can I just order urine odor removal, without cleaning the entire sofa?
Answer
No, odor removal is an additional service. To remove the odor, we must address its source, which involves cleaning the sofa with special agents that break down the organic substances and mineral salts in urine.
Question
We bought a new sofa that has a strong factory smell. Can cleaning help?
Answer
The smell could be coming from both the upholstery and the furniture's internal components (chipboard, wood, metal). We suggest airing out the room regularly. Typically, the smell should fade within a week.
Cost
Question
Does the level of soiling affect the cleaning cost for furniture or mattresses?
Answer
Unlike some other companies, we do not adjust the cleaning cost based on the level of soiling.
Question
What is included in the sofa cleaning cost?
Answer
The cost includes cleaning the sofa in its folded position, including the armrests, cleaning the storage compartment from dust and debris, and the technician’s visit. Separate charges apply for pillow cleaning, sleeping areas, and odor removal.
Question
If the technician says my sofa can't be cleaned with wet cleaning, will I still be charged for the visit?
Answer
No, there will be no charge if the technician determines that your sofa cannot be cleaned with wet methods.
Question
Will the cost be the same as the initial quote from the manager?
Answer
The manager provides an estimate based on the information you give about your furniture’s size and material. If the technician on-site finds discrepancies, the price may be adjusted. We recommend sending photos of the items to ensure accurate pricing. Any changes to the price will be agreed upon by the manager, technician, and client.
Question
Do you offer discounts?
Answer
Yes, we offer: 30% off when ordering through our website’s form. 15% off for the second and subsequent orders. Personalized discounts for large orders.
Question
Can discounts be combined?
Answer
No, we don’t charge for a technician visit if you decide to cancel the cleaning on-site.
Question
Do you charge for a false technician call-out?
Answer
No, we do not. Even if the technician arrived and you decided to refuse cleaning on the spot, you do not need to pay for his visit to you.
Question
I couldn’t find my sofa size in the price list. How can I calculate the cost?
Answer
Our price list includes the most common sofa sizes. If your sofa size is not listed, you can contact us by phone, the feedback form, or chat, and our manager will provide a custom quote. For non-standard sizes, please send a photo of your furniture to ensure a more accurate estimate.
Question
Is there a prepayment?
Answer
For individual customers, there is no prepayment. For legal entities, a 100% prepayment is typically required.
Question
What payment methods do you accept?
Answer
You can pay for our services in cash to the technician or via credit card on our website. Legal entities and individual entrepreneurs can pay via bank transfer based on the invoice provided.
Minimum order amount
Question
Do you have a minimum order amount?
Answer
Yes, the minimum order amount for all on-site services is $60. If your order, according to our price list, is less than $60 (before discounts), the minimum charge will still be $60. This policy is in effect until 2025.
Question
Is it necessary to meet the $60 minimum order amount? I want to clean a sofa that costs $30 according to your price list and have nothing else to clean.
Answer
No, you are not required to meet the minimum order amount. However, for cleaning just your sofa, the total charge will be $60, as that is the minimum amount.
Question
What if I can’t reach the minimum order amount? Can I clean furniture at a different address?
Answer
No, services are provided at a single address. If you need cleaning at another address, it will be treated as a separate order.
Question
Why is there a minimum order amount?
Answer
The minimum order amount helps us cover operational costs, including detergent purchases, equipment maintenance, fuel, employee salaries, taxes, and advertising, ensuring our services remain economically viable.
Question
My order costs $30 according to your price list, but the minimum order amount is $60. What can I do?
Answer
You can add additional items to your order, such as more furniture, a mattress, curtains, or a carpet, to meet the $60 minimum. If you prefer to clean just one item, the total charge will still be $60.
Order / Cancel / Reschedule
Question
I left a request on the website. When will I be contacted?
Answer
If you submitted your request during business hours (9:00 am - 9:00 pm), we will call you back within 10-15 minutes. Requests made after 9:00 pm will be answered the following morning between 10:00 and 11:00 am. If you have a preferred callback time, please mention it in your order comments.
Question
I submitted a request, but no one has contacted me. What should I do?
Answer
There might have been a technical issue with the request or an incorrect phone number. Please try submitting the request again or contact us directly.
Question
How far in advance should I place my order?
Answer
We recommend submitting your order at least 2 days before the desired service date.
Question
Where can I send you photos of my furniture for an evaluation?
Answer
You can send us photos of the items to be cleaned via WhatsApp or Telegram for assessment.
Question
I need to cancel or reschedule my order. How can I do this?
Answer
You can cancel or reschedule your order by calling us at +1 (813) 501-9729 or contacting us via WhatsApp.
Question
I left a request on the website. Does this mean my order is confirmed?
Answer
No, submitting a request online is not considered a confirmed order. A manager will need to contact you to finalize the cost and schedule. If you reach out through our website chat, please wait for confirmation that your order has been accepted.
Order fulfillment
Question
How should I prepare for the technician’s arrival and the cleaning process?
Answer
To ensure a smooth process, please make sure you have access to warm water and a socket for the technician’s equipment. We also recommend removing any items from the sofa or mattress (bedding, blankets) and clearing out the linen compartment. If the sofa needs cleaning from all sides, including the back, please move it away from the wall if possible.
Question
Will the flooring be protected during cleaning?
Answer
There is no need for special protection of the floor as our technician works carefully. In case of any cleaning compound spills, the technician will immediately clean them up using an extractor or rag.
Question
Can I request a specific technician?
Answer
This depends on the technician's availability and the area where you live. If you prefer a specific technician, please inform us when placing your order, and we’ll do our best to accommodate your request.
Question
Can the technician clean a disassembled sofa?
Answer
Yes, they can, but it will be easier for the technician to work if the sofa is assembled beforehand.
Question
Will the technician arrive at the exact time?
Answer
We provide a 1-hour window for arrival (e.g., between 12:00 and 1:00 pm). Our technicians typically arrive within this window and will call you about an hour before their arrival. If you need them to arrive at a specific time, please mention it when placing your order.
Question
Can I add more furniture to my order after the technician arrives?
Answer
Yes, you can add more items for cleaning. The technician will calculate the cost on-site and confirm the final price with both you and the manager.
Question
Will the technician call me before leaving for my appointment?
Answer
If the technician has not called or shown up, it’s likely that the technician could not reach you for confirmation. In such cases, we will need to reschedule your appointment for another time and date.
Question
What should I do if the technician did not call or arrive for my appointment?
Answer
If the technician has not called or shown up, it’s likely that the technician could not reach you for confirmation. In such cases, we will need to reschedule your appointment for another time and date.
Question
Can I leave the technician alone while they are working?
Answer
No, our services require the customer to be present while the technician is working.
Question
Can my small children stay at home during cleaning?
Answer
Yes, children can stay at home but should not be in the room where the cleaning is taking place.
Question
Can the technician move a large and heavy sofa to clean it from all sides?
Answer
If your sofa has special protection on the legs, the technician can move it. If not, it is best not to move the sofa to avoid damaging the flooring. You may need to assist in moving the sofa.
Question
Under what circumstances can the technician refuse to clean my furniture?
Answer
The technician may refuse to carry out the cleaning if the material is unsuitable for wet cleaning, there are ongoing repair works, or if the customer is intoxicated. In these cases, no payment will be required for the technician's visit.
Question
What if the technician says the cleaning will cost more than the quoted price?
Answer
This is usually due to inaccurate information about the furniture's material or size when the order was placed. In such cases, the technician will inform the manager, who will contact you to confirm the updated cost. You can also contact us directly to resolve the issue.
Question
I’m running late and can’t be there on time for the technician’s arrival. Can they wait for me?
Answer
This depends on the technician's schedule. If you're running late, we recommend contacting our manager to inform them of your delay.
After ordering
Question
What should I do if the stains are still visible and I am not satisfied with the result?
Answer
If, after your furniture, mattress, or curtains have dried, you notice stains that the technician did not inform you were impossible to remove, please contact us. We will return and perform a repeat cleaning at no extra charge.
Question
Where can I submit a complaint about the work of your technician?
Answer
If you are not satisfied with the quality of service provided by our technician, you can submit a complaint via the "Leave a complaint" form in the "Reviews" section of our website. We will get in touch with you and work to understand and resolve the issue promptly.
Question
I was happy with the service! Where can I leave a review?
Answer
We would love to hear your feedback! You can leave a review on our Google Maps listing, Yelp, Instagram, or directly on our website.
Chemistry and equipment
Question
Are your cleaning products safe for home use?
Answer
Yes, our cleaning products are completely safe for adults, children, pets, and the environment. We use hypoallergenic, certified detergents and stain removers from leading manufacturers such as Chemspec (USA) and Karcher (Germany). These products are specifically designed for use in enclosed spaces, are easily rinsed away with water, and have no overpowering smell.
Question
What cleaning equipment do you use?
Answer
We use professional-grade equipment from top global manufacturers including Santoemma (Italy), Karcher (Germany), Cleanfix (Switzerland), and Edic (USA).
Question
Is the equipment very noisy?
Answer
The equipment is slightly louder than a household vacuum cleaner but not excessively noisy.
Working hours
Question
Do you work on weekends?
Answer
Yes, we accept cleaning requests and fulfill orders on weekends and public holidays.
Question
We are a restaurant, and cleaning can only be done at night. Is that possible?
Answer
Yes, night cleaning is available. Unlike other companies, we do not charge extra for nighttime work.
Working with organizations
Question
Do you work with legal entities and individual entrepreneurs?
Answer
Yes, we offer services to legal entities and individual entrepreneurs. We provide contracts, accept payment via current accounts, and issue an acceptance certificate upon completion of the service. You can find samples of contracts and documents on the "For Organizations" page of our website.
Question
How can I receive the originals of the contract and closing documents?
Answer
Typically, the technician will bring the original contract and documents during the service. If this does not happen, please email us at cleanvibe24@gmail.com. We will arrange for the documents to be sent to you by mail or courier.
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