Spotty Kotty Service Policy
At Spotty Kotty, we do our best to provide careful, honest, and professional upholstery, carpet, mattress, and area rug cleaning services. Please review our service policy before booking an appointment.
Our goal is to be clear and transparent, so customers know what to expect before, during, and after the cleaning service.
By booking a service with Spotty Kotty, you agree to the policies listed on this page.
Estimates and Pricing
All estimates are based on the information provided by the customer, including photos, item size, fabric type, condition, stains, odors, and service details.
Final pricing may change after an in-person inspection if the furniture, carpet, rug, or mattress is larger, more soiled, more delicate, or requires additional treatment than originally expected.
Our minimum service call applies to each appointment.
Service Approval Before Work Begins
Before starting the service, Spotty Kotty may review the item condition, confirm the cleaning method, and provide the final price.
By approving the service, the customer agrees to the confirmed scope of work and price.
If the customer chooses not to proceed after the in-person inspection, a service call or cancellation fee may apply depending on the appointment details.
Photos and Information Accuracy
Estimates are based on the photos and details provided before the appointment. Please send clear photos of the items, stains, affected areas, and fabric tags when possible.
If the actual condition, size, material, or level of contamination is different from the information provided, the final price may be adjusted before service begins.
Customer Communication
Please make sure the phone number provided is correct and available on the day of service.
We may contact you before arrival, during the appointment, or after the service if we need to confirm details, access, pricing, or follow-up information.
Appointment, Access, and Preparation
Please make sure someone is available at the scheduled appointment time and that we have safe access to the items being cleaned.
For safety and to help us complete the service properly, please make sure we have clear and safe access to the furniture, carpet, mattress, rug, or other items being cleaned.
Before our arrival, please remove small personal items, toys, fragile decor, electronics, blankets, pillows, and valuables from the cleaning area.
Please make sure we have access to water, electricity, and enough space to safely set up and use our equipment.
Children and Pets Safety
For everyone’s safety, please keep children and pets away from the work area during the cleaning process and while equipment is in use.
This helps protect your family, pets, our technician, and the cleaning equipment.
If the cleaning area is not safely accessible, or if children or pets cannot be kept away from the work area, Spotty Kotty may need to pause, reschedule, or decline the service.
Parking and Access
Please make sure there is reasonable parking available near the service location.
Our equipment may require access to the home, water, electricity, and enough space to safely complete the service.
If parking, access, water, or electricity is not available, the appointment may need to be rescheduled or canceled.
Furniture Moving Policy
Customers are responsible for moving small personal items, fragile decor, electronics, plants, and valuables before our arrival.
Spotty Kotty may move small lightweight items when safe to do so, but we do not move heavy furniture, large beds, fragile items, antiques, electronics, or items that may cause damage or injury.
Cancellations and Rescheduling
We understand that plans can change. Please let us know as early as possible if you need to cancel or reschedule your appointment.
Same-day cancellations, missed appointments, or lack of access to the property may be subject to a cancellation fee.
Fabric and Material Limitations
Different fabrics and materials react differently to moisture, cleaning solutions, heat, agitation, and extraction. Before cleaning, we inspect the item and choose the safest method possible based on the material and condition.
Some delicate, aged, damaged, heavily worn, or previously treated fabrics may carry a higher risk of texture change, color bleeding, shrinkage, watermarks, or visible wear after cleaning.
If we believe an item is too risky to clean, we may recommend a limited test area, alternative cleaning method, or decline the service.
High-Value, Delicate, or Specialty Items
Customers should notify Spotty Kotty before service if an item is high-value, antique, custom-made, designer, delicate, or made with specialty materials such as silk, viscose, wool, linen, Haitian cotton, leather, suede, velvet, or natural fibers.
Some materials require special care and may not be suitable for standard cleaning methods. Spotty Kotty may recommend a test area, a limited cleaning approach, referral to a specialty cleaner, or may decline service if the risk is too high.
Previous Cleaning Attempts
Please let us know if any cleaning products, stain removers, disinfectants, odor treatments, bleach, vinegar, peroxide, baking soda, rental machines, or other treatments were used before our arrival.
Previous cleaning attempts may affect the fabric, dye stability, stain behavior, odor, texture, and final result. Spotty Kotty is not responsible for reactions or damage caused by prior products, unknown residues, or previous cleaning attempts.
Customer-Supplied Products
For safety and quality control, Spotty Kotty uses our own professional cleaning products and equipment.
We generally do not use customer-supplied cleaning products, stain removers, deodorizers, disinfectants, or chemicals unless we specifically agree in advance.
Spotty Kotty is not responsible for damage, discoloration, odor reaction, residue, or other issues caused by products previously applied by the customer, another cleaner, or any third party.
Stains, Odors, and Results
We always work carefully and use professional cleaning methods to achieve the best realistic result.
However, some stains, discoloration, wear, sun fading, dye transfer, pet urine damage, watermarks, or old odors may be permanent and cannot be fully removed.
While complete removal of all stains, odors, discoloration, wear, or damage cannot be guaranteed, Spotty Kotty will always do our best to achieve the best realistic result and remove as much soil, staining, and odor as safely possible without damaging the item being cleaned.
Pet Urine and Deep Odor Treatment
Pet urine and deep odor issues may soak into fabric, padding, carpet backing, subfloor, or inner upholstery materials.
While we use professional odor treatment to help neutralize odor sources, complete odor removal cannot be guaranteed in every case.
Severe or old contamination may require multiple treatments or may not be fully removable through surface cleaning alone.
Odor Return
Some odors may become noticeable again after the item dries, especially if contamination is deep inside padding, backing, cushions, or flooring materials.
If this happens, please contact us as soon as possible so we can review the situation and discuss possible next steps.
Pre-Existing Damage and Wear
Some stains, discoloration, fading, fabric weakness, loose seams, scratches, worn areas, dye transfer, watermarks, pet damage, or odor issues may become more noticeable after cleaning.
Spotty Kotty is not responsible for pre-existing damage, fabric wear, manufacturer defects, unstable dyes, previous cleaning damage, or hidden conditions that appear during or after cleaning.
Before cleaning, we may point out visible damage, wear, fading, loose seams, weak fabric, scratches, stains, or other pre-existing conditions.
Results Disclaimer
Professional cleaning can improve the appearance, freshness, and cleanliness of furniture, carpets, rugs, and mattresses, but results vary depending on material, age, condition, soil level, stains, odors, previous cleaning attempts, and existing damage.
Spotty Kotty does not guarantee complete removal of all stains, odors, discoloration, wear, or damage. However, we will always do our best to achieve the best realistic result while choosing a cleaning approach that is as safe as possible for the item being cleaned.
Drying Time
Drying time depends on fabric type, humidity, airflow, soil level, and how much moisture was needed during cleaning.
We may use air movers when appropriate to help speed up drying, but we cannot guarantee an exact drying time.
Please avoid sitting on or using freshly cleaned furniture, mattresses, rugs, or carpet until fully dry.
Use After Cleaning
Please do not sit, walk, place bedding, cover, or put items back on freshly cleaned surfaces until they are fully dry.
Using the item too early may slow down drying, cause moisture transfer, create marks, or affect the final result.
Pet-Safe and Family-Safe Cleaning
Spotty Kotty uses non-toxic, eco-friendly, and pet-safe cleaning solutions whenever possible. Our cleaning process is designed for real homes with kids and pets.
Please keep pets and children away from the work area during the cleaning process and until the cleaned surfaces are dry.
Health and Safety
For safety reasons, please let us know in advance if there are any biohazards, mold concerns, pest activity, strong odors, bodily fluids, or heavily contaminated areas.
In some cases, we may recommend a specialized service or decline the job if the condition is unsafe or outside the scope of our cleaning process.
Unsafe Conditions and Contamination
For health and safety reasons, Spotty Kotty may decline, pause, or reschedule service if we find mold, pest activity, bed bugs, fleas, blood, feces, vomit, excessive urine contamination, strong biohazard odors, sewage, hazardous materials, or any condition that may be unsafe for our technician, the customer, pets, or the property.
Spotty Kotty provides professional cleaning services, but we do not provide biohazard remediation, pest control, mold remediation, or restoration services.
Right to Refuse Service
Spotty Kotty reserves the right to decline, pause, or reschedule service if the cleaning area is unsafe, unsanitary, inaccessible, or if the item is too delicate, damaged, contaminated, or unsuitable for our cleaning process.
If we believe cleaning may cause damage or may not provide a safe or reasonable result, we may recommend a limited test area, alternative service, or decline the job.
Photos and Documentation
Spotty Kotty may take before and after photos of the items being cleaned for documentation, quality control, and service records.
Photos may also be used to show the condition of stains, wear, damage, or pre-existing issues before service begins.
Before and after photos may be used for marketing purposes only when they do not include personal information, names, addresses, phone numbers, or identifying personal details without permission.
Privacy and Customer Information
Spotty Kotty may collect basic customer information such as name, service address, phone number, email address, appointment details, photos of items to be cleaned, and service history.
This information is used only for internal business purposes, including scheduling appointments, providing estimates, completing services, sending invoices or receipts, customer communication, and maintaining service records.
We do not sell, rent, or share customers’ personal information with third parties for marketing purposes.
Customer information may be stored in our internal customer database, booking system, payment system, email, text messages, or business records. We take reasonable steps to keep customer information private and secure.
Customers may contact Spotty Kotty if they need to update their information or have questions about how their information is used.
Customers may also contact Spotty Kotty to request access to, correction of, or deletion of their personal information, where applicable and subject to legal, tax, accounting, payment, insurance, dispute, or business recordkeeping requirements.
Payment Policy
Payment is due upon completion of the service unless otherwise agreed in advance.
If payment is not completed at the time of service, Spotty Kotty may send an invoice. Unpaid invoices may be subject to follow-up reminders or additional collection steps.
Payments, Disputes, and Chargebacks
If a customer has a concern about the service, we ask that they contact Spotty Kotty directly as soon as possible so we can review the situation and try to resolve it fairly.
Filing a payment dispute or chargeback without first contacting us may delay our ability to review the issue, inspect the item, or offer a reasonable solution.
Satisfaction Policy
Your satisfaction is important to us. If you have a concern after the service, please contact us as soon as possible, ideally within 24 hours.
We will review the situation and, when appropriate, offer a follow-up inspection or touch-up based on the condition of the item and the type of issue reported.
This policy does not guarantee removal of permanent stains, odors, discoloration, damage, or pre-existing wear.
Claims and Concerns
Please inspect the cleaned items after the service and contact Spotty Kotty as soon as possible if you notice any concern.
Any service-related concern should be reported within 24 hours after the service is completed whenever possible. Delayed reports may make it difficult to determine whether the issue was related to our service, normal use, drying conditions, pets, spills, or other factors after the appointment.
Spotty Kotty may request photos, videos, or an in-person inspection before offering any follow-up service, refund, or resolution.
Limitation of Liability
To the fullest extent permitted by law, Spotty Kotty is not responsible for indirect, incidental, special, or consequential damages, including loss of use, loss of income, loss of business, inconvenience, emotional distress, or other indirect losses related to the service.
If an issue occurs, Spotty Kotty’s responsibility will be limited to reviewing the concern and, when appropriate, offering a reasonable solution such as a touch-up, partial refund, or other resolution based on the specific situation.
Nothing in this policy is intended to limit responsibility where such limitation is not allowed by law.
Governing Law
This policy and any service provided by Spotty Kotty are governed by the laws of the State of California, to the extent applicable.
Policy Updates
Spotty Kotty may update this policy from time to time. The most current version will be posted on this page.
If you have any questions about our policy, services, pricing, or appointment availability, please contact Spotty Kotty before booking.