1. I have bleach spots on my carpet. How do I get the color back in my carpet without doing more damage?

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1 1. I have bleach spots on my carpet. How do I get the color back in my carpet without doing more damage? 2. What is the standard drying time when carpet is cleaned? 3. Which is the best method to clean my carpets? 4. Does Cleaning shrink or damage carpet? 5. Is the carpet left very wet? 6. Will cleaning remove the natural lanolin from my wool carpet? 7. Why have I got dark grey or brown lines under doors, curtains and along the edges of stairs? 8. How do I remove indentations from furniture in my carpet? 9. I have just had my carpet cleaned and there is a terrible odour, where is it coming from? 10. I think I may have carpet beetle, what do they look like? 11. What should I expect to pay for carpet and/or upholstery cleaning? 12. What should I do if my room is flooded? 13. How often should I clean my carpets? 14. Do carpet/upholstery protectors work? 15. Can I walk on my carpets straight away? 16. I have a red wine stain, will you remove it? 17. There is blood on my carpet will you remove it? 18. Do I have to move my furniture? 19. Will getting my carpets or upholstery steam cleaned remove or destroy any stain resist treatment? 20. How soon can we replace the furniture? 21. Do I have to stay home while you clean? 22. Do you use chemicals that are safe, and will not harm my family or pets?

2 23. Why do my carpets get dirty again / spots re-appear soon after cleaning? 24. Can you guarantee to remove all stains? 25. We have an asthmatic in the family. Should we pull up all our carpets? 26. Will cleaning remove the protection from my Stainmaster carpet? 27. Why Do My Spots Keep Coming Back? 1. I have bleach spots on my carpet. How do I get the color back in my carpet without doing more damage? Chlorine bleach potentially does two things to nylon carpet fiber. First, it removes color - that's obvious. Second, it may damage the polymer dye sites, depending on how concentrated it was when spilled. With wool, the fiber may be dissolved or significantly damaged. If diluted bleach was spilled on the carpet, chances are good that it can be neutralized (this is essential) and re-dyed with appropriate dye stuffs. However, it takes a trained and experienced technician to re-dye carpet to the correct hue color) and shade (grayness), without circles or a variety of other problems. 2. What is the standard drying time when carpet is cleaned? When cleaning carpet, it is highly recommended that drying occur within six to eight hours or less: however, drying time should not exceed 24 hours. However, occupant cooperation is needed to expedite drying- this is VERY IMPORTANT. They may take longer if your carpets had heavy soiling or stains as extra cleaning may have been needed. They can also take a bit longer in winter. Things you can do to expedite drying include: Open as many windows and doors Use ceiling fans on high on the summer setting Use pedestal fans When the sun goes down you may wish to close up the house and use heating to continue the drying process Which is the best method to clean my carpets?

3 The skill of the operator is more important than the method of cleaning. A properly trained professional technician will return a better result regardless of the method of cleaning used. All NUCCA members clean carpets to the requirements of Australian Standard AS/NZ 3733:1995 and clean upholstery as per the requirements of AS/NZ :2003. IICRC: Various methods of cleaning have different functions, both in interim maintenance and restorative cleaning. According to a survey conducted by Cleanfax, a cleaning industry magazine, some 88.6% of the professional carpet cleaners are using hot water extraction as their primary cleaning method. Dry foam cleaning was used by 1.5% of the professionals surveyed. Second, both Shaw Industries and Mohawk, who together manufacture over two thirds of the world's carpet, recommend hot water extraction cleaning. Whatever method you choose, it is important to use an IICRC-Certified Professional for your cleaning work. There are two basic cleaning methods - Dry Cleaning: Bonnet Cleaning/Dry Powder Cleaning/Encapsulation - Steam Cleaning: Warm water/hot water extraction/steam Cleaning Dry Cleaning: Carpet is pre-sprayed with solvent, the wet bonnet machine spins on carpet to transfer soil to the pad. This method dries more quickly, on average between 2 8 hours and is best used for lightly soiled carpets. It is a maintenance system rather than a deep cleaning method. Steam Cleaning:The temperature of the water relates to the cleaning power. Steam cleaning is above 100 degrees celsius and gives the most effective deep cleaning and a healthier carpet. Warm water & Hot water extraction methods work at lower temperatures but also provide deep cleaning. Steam cleaning is used for carpet restoration work when carpets have been flooded and for upholstery cleaning. The carpet can take between 4-24 hours to dry, dependent upon the length of the pile and the weather conditions humid or cold conditions will lengthen drying time. Steam Cleaning can be done using portable or truck mounted equipment. Truck mounted machinery uses its own power supply and can dispose of the used water off site whereas portable equipment uses the customer s power supply and the used water is generally disposed of down the sewer or on a grassed area. It must not be emptied into storm water outlets.

4 3. Does Cleaning shrink or damage carpet? No, neither method damages carpets if it is used correctly - this is why you should make sure the carpet cleaner you choose has been properly trained and accredited. 4. Is the carpet left very wet? No, the carpet will feel damp and cold but should be dry enough to walk on, however it is best to restrict unnecessary traffic until the carpet dries. The technician will place foam blocks under the legs of furniture to prevent staining. Carpet which has a fibre protectant applied immediately after cleaning will be left wetter than normal to absorb the protectant and will take longer to dry. 5. Will cleaning remove the natural lanolin from my wool carpet? No, there are little or no natural oils left in the wool fibre when it is made into carpet [generally less than 5%]. The fibre goes through a process known as scouring where all the natural oil (lanolin) is removed by strong chemicals. This is so the carpet can be dyed. The carpet would also soil much more quickly if the oil was in the fibre as it would attract the dirt particles. 6. Why have I got dark grey or brown lines under doors, curtains and along the edges of stairs? Filtration soiling is the accumulation of airborne soil dust, smog, tobacco smoke and other pollutants - where airflow is concentrated and directed over or through carpet pile. The carpet "filters" out these pollutants and gradually becomes soiled and dark. It is not an indication of a defect in the carpet or low quality. It can appear on any carpet regardless of price, style, colour or fibre. In most cases the airflow is created by heating and air conditioning systems, thermal expansion and contraction of air or natural convection currents in the structure of the building. Filtration soil can be very difficult to remove as it consists of very fine particles, often oily in nature and typically the soil remains on the fibres for months or years. It can take several applications to remove, is labour intensive and therefore can be a costly process. 7. How do I remove indentations from furniture in my carpet? Sometimes these are self correcting or can be assisted with vacuuming and a light brushing. In extreme cases the indentation can be covered with a damp towel and carefully steamed with an iron for a few seconds followed by brushing while warm to

5 bring up the pile, there are however limitations and in some cases the indentation is permanent. The weight of the items that have left the indentations will have a large bearing on the results will achieve eg. heavy wardrobes, water beds and such items will generally leave permanent indentations. 8. I have just had my carpet cleaned and there is a terrible odour, where is it coming from? Old pet stains are normally the culprit. It is impossible to remove urine by normal cleaning and while there may be no visible evidence of a stain, the urine oxidises and reacts with carpet to create amino acids which work into the fibres and even into the under floor. When moisture is present, for example after cleaning or in high humidity, the uric acid crystals absorb water and exude an ammonia gas. Generally you will not smell the pet stains after they have dried and you may shocked by the smell after cleaning. Think of these dry pet stains as powdered milk, it remains in powered form until water is added, reactivating the odour. Professional cleaners have powerful oxidizing agents that can eliminate the source of the odour, which can sometimes involve lifting the carpet and treating the subfloor. In a large number of instances the odour cannot be treated with one clean, it may require a number of specialized treatments and visits. It should be noted that if the animal is still in the house it will invariably re-mark it s territory and the odour will return. 9. I think I may have carpet beetle, what do they look like? Carpet beetles resemble ladybirds but are smaller. The beetle flies in, lays its eggs on the carpet & generally flies out. It is the lava that do the damage by feeding on the carpet. The lava are very small and often unnoticed, they exclusively dine on wool, will not touch nylon or polyester and are generally found around the edges of the room where there is no traffic. Generally speaking wool carpet over 5 years old (where pest treatment is exhausted) or water damage makes the carpet susceptible to carpet beetle attack. A minor infestation can be treated by the householder with a pyrethyrum based cockroach surface spray, but call a technician for a heavy infestation. Some preventative measures include: Using an upright vacuum cleaner Moving furniture when you vacuum to ensure you are vacuuming all carpeted areas Steam cleaning regularly, 6 monthly is recommended 10. What should I expect to pay for carpet and/or upholstery cleaning?

6 There is no fixed price for carpet and upholstery cleaning and average prices vary from State to State. Bear in mind that it is a labour intensive job and be cautious about firms who advertise say "3 rooms for $65" - they can hardly pull up at your front door for that, and will onsell products and services to cover their costs. Reputable companies will always give you a firm price before starting the job and provided you have given them accurate information, the cost will not exceed their original estimate. Call O Shea s for an estimate over the phone and we will confirm this price when we see the carpet before we start cleaning. 11. What should I do if my room is flooded? Firstly address, if possible, the source of the water, obviously until this is resolved water will continue to flood your carpet. Then, if safe to do so, turn off electricity to wet areas, unplug and remove any small electrical devices located on the wet carpet. Call O Shea s as soon as possible, we are professionally trained in water restoration services. Time is of the essence in these cases, the longer the water is in contact with your carpet and structure the more damage it will cause. DO NOT use any type of vacuum cleaner; it could result in electrical shock and damage the equipment and the person using it walk on wet carpets more than necessary place newspaper in traffic areas, as newspaper ink will cause staining You may also like to give some consideration to contacting your insurance company as soon as possible, arranging insurance can take some time and this type of restoration can be costly. 12. How often should I clean my carpets? To protect your investment and your health, carpets need to be professionally cleaned each year right from the beginning. You wouldn't run your car for five years without regular servicing and expect it to perform like new. Your carpets are the same, you must service them regularly from day one for optimum performance. When cleaned and maintained correctly carpet life is significantly extended. We recommend that your carpets are cleaned every six months in a domestic situation and more often in a commercial property. Remember, even when carpets don't appear to be particularly dirty, it's the unseen soils, bacteria and allergens that cause the real damage both to your carpets and to your personal health. 13. Do carpet/upholstery protectors work? Yes, but only when applied according to manufacturers instruction by a trained applicator. These products are an effective way to prolong soil and stain resistance and

7 enhance carpet performance. For further information discuss your needs with your technician. 14. Can I walk on my carpets straight away? Yes, you can walk on them straight away. Your carpets will only be slightly damp after cleaning. You can walk on them as long as your shoes are clean. However, for the very best results restrict unnecessary traffic until the carpet is dry. Be careful when you walk from carpeted areas onto hard floors eg. Tiles, lino, timber etc as this can be very slippery. Keep your feet flat and take small steps. You could also place a white towel or drop sheet to step onto as you come off of the carpeted area [be careful using towels that are coloured as there could be some dye transfer]. 15. I have a red wine stain, will you remove it? This depends on how quickly the stains was mopped up after spilling. We have the correct equipment and stain removal agents to treat these stains effectively, however we cannot guarantee to achieve complete stain removal.however, in most instances you will see a minimum of some improvement eg. The stain will at least fade or reduce in size. Things to be wary of when you have a spill: Using products from the supermarket [even ones designed for carpet care] can cause more damage than good eg. Setting stains, bleaching carpet, damaging carpet fibers Not mopping up the stain immediately can allow the liquid to penetrate deep into the carpet pile, backings and underlay. Large spills can go right through to sub floor. Be mindful when mopping up the spill to use a white cloth to avoid dye transfer [we highly recommend using a Slurpex to mop up spills] Do not rub carpet when dealing with stains and spills, this will cause permanent damage to the pile. You MUST blot the area for best results. 16. There is blood on my carpet will you remove it? This depends on how quickly the blood was mopped up [some medicatiosn that are present in the blood stream can also affect this]. When b lood is on the carpet we recommend the following:

8 Absorb as much as possible [do NOT rub, you MUST blot only] Use COLD water only to blot out stains [do NOT use HOT water or products from the supermarket, these can set the stains]. Call O Shea s as soon as possible, time is of the essence, the sooner the blood is treated the better the results will be. We have the correct equipment and stain removal agents to treat the blood effectively, however we cannot guarantee to achieve complete stain removal. In most instances you will see a minimum of some improvement eg. The stain will at least fade or reduce in size some what. Please note, blood has a strong tendency to reappear and we strongly advise that you consider having more than one treatment to achieve the best results. In some instances you may need to consider new carpet. In some instances you should consider contacting your insurance company as the effective removal of blood can be costly. 17. Do I have to move my furniture? For the best results you should move as much furniture as possible, this allows us to clean from wall to wall. If you are vacating a property you should arrange to have the carpet cleaned after all of the furntiture has been removed. If you are not vacating the property we understand that it is not always practical or possible to remove all of the furniture, but we reccomend the following: All small items are picked up and removed eg. Toys, shoes etc All curtains are tucked away from the carpet All bedding is tucked away from the carpet If beds are on roller we will push them back and forward, if not we will go as far underneath them as possible We will clean around large items such as TV cabinets We do not allow enough time to move every customers furniture. However, as a matter of courtesy and as long as the request is reasonable and not too time consuming, we are happy to shift one or two things here or there to help, particulalry if the customer is unable to do it themselves. Please remember the technician will be on his own and he will have to refuse to move anything that could cause him an injury or any request that is deemed unreasonable. If large amounts of furniture need ot be moved this will need to be prearranged and there will be a charge. 18. Will getting my carpets or upholstery steam cleaned remove or destroy any stain resist treatment?

9 The built-in protection on Stainmaster carpets CAN be damaged by incorrect cleaning agents. Lower priced cleaners may use harsh chemicals to speed up the cleaning job, but they can also do permanent damage to the fibres, that will not be apparent until some time in the future. Providing the operator doesn't use cleaning agents that are above the PH tolerence for the stain resist treatment, it won't be affected. However some stain resist treatment will wear off over time in hight traffic areas and will need to be topped up after each clean. Again, talk to your technicianj and have him advise you. It is important to use a cleaner who is trained in the use of the correct cleaning agents and procedures, and then you can be confident that there will be no damage done to your carpet. A cheap clean may end up costing you more in the long run. 19. How soon can we replace the furniture? Any furniture that has been removed from the room for the cleaning is best left off for 24hours. Any furniture that has exposed timber or metal touching the carpet while it is still damp may react with the moisture and cause a stain, and the stain may be impossible to remove (timber stains especially). We place foam blocks where necessary, under furniture that may cause stains. If you HAVE to return furntiture to carpeted areas sooner than recommended use plastic shopping bags or aluminium foil to act as a barrier. Do NOT place flat bottomed furniture or plastic roller chair mats back until completely dry as this can suffocate carpet causing mould and rotting. 20. Do I have to stay home while you clean? No. Some of our clients pay us before we start, then leave, and let us to close the house when we finish. Some go out and do some shopping while the cleaning is being done, and return before we finish, we can even ring you on your mobile half an hour before we finish so you can return before we leave [if you decide to go out during the clean we will require payment before you leave, just in case you are held up]. Many people just enjoy the excuse to relax and read a magazine or a book, or do some gardening! If you do go out please ensure we have your mobile phone number! If you are not present at all during the clean eg. the property is empty and you leave a key for us, we will require payment before we start. The easiest way to arrange this is to have your mobile phone so that we can call you and confirm the final price when we see the property before we start cleaning. Then you can pay for the cleaning on credit card

10 over the phone. If we do not get a payment before we start we cannot go ahead with the cleaning. 21. Do you use chemicals that are safe, and will not harm my family or pets? Our cleaning agents are quite safe, and environmentally friendly. Some of our spotting agents need careful handling, but they are always neutralized and thoroughly rinsed out, to ensure there will be no harm to your family or pets. All of the detergents we used are professionally made and tested, we have the MSDS [Material Safety Data Sheets] for all of them. We do not make or create or our own detergents or mix them up in the back of our vans. We take great care to make sure you have the cleanest, healthiest carpets. 22. Why do my carpets get dirty again / spots re-appear soon after cleaning? Have you ever cleaned a spot on your carpet and had it return? Have you had your carpet cleaned and had the spots just come right back? Why does that happen? There are two reasons that spots return: The first reason is wicking. Many times, the spot that is being removed has seeped into the backing of the carpet. This is common with pet urine, beverages, and anything that is spilled in volume. The material dries in the backing and the cushion (pad) of the carpet. When the spot is cleaned, only the material in the pile of the carpet is removed. However, moisture is introduced into the backing of the carpet. As the spot dries, the material that is in the backing of the carpet wicks back into the pile. Consider this definition of wick: Wick- Any piece of porous material that conveys liquid by capillary action; e.g. the wick on a candle, the wick in an oil lamp, the fibres in your carpet, Even traffic area soil that is embedded can wick back. This is especially common in glue down carpet that is heavily impacted with soil. When the carpet is cleaned, it looks good. When it dries, the spots and traffic areas come back. The good news is that if a spot actually wicks back, it can be removed. When spot cleaning, place a folded white terry cloth towel over the spot just after you clean it while the spot is still moist. Place a heavy object on top of the cloth. When you have your carpet cleaned professionally, be sure to point out spots that have wicked back in the past, so they can be treated properly. The second reason spots return is re-soiling. Re-soiling is caused by a sticky residue

11 that has been left behind. The residue may be from the spot itself, the cleaner that was used, or both. Some common residue causes are over-the-counter carpet cleaners purchased at the grocery store. Avoid using these cleaners altogether. Call O Shea s to purchase a recommended stain removal kit or use fresh water with a small amount of wool mix in it. Other residue causes include oily spots: duct tape residue, body oils, lotions, Can you guarantee to remove all stains? No. Some stains are permanent. The carpet fibres may be damaged or the dyes may have been damaged or changed. We are fully trained in spot removal procedures, so we can treat the mark, and often get some improvement, but some stains will not respond to any treatment. We can clean carpets but we cannot make them new again. We have an asthmatic in the family. Should we pull up all our carpets? A well maintained carpet will act as a filter for your indoor air. Regular vacuuming with a good quality upright vacuum cleaner with a HEPA filter will keep dust levels down, and regular professional cleaning will keep the carpet in its optimal state. People with allergies or asthma are often allergic to dust mite waste products (it's not the dust mite themselves that cause the reaction). Dust mites live wherever humans live. They only cause problems when their numbers are allowed to build up, but regular cleaning and maintenance will prevent this. Often, when there is a problem, the carpet gets the blame, but don't forget to make sure that the bedding (pillows, blankets and mattress) is also regularly cleaned, vacuumed and aired! After all, we spend a third of our lives in bed, and this is where the dust mites really thrive! A well maintained carpet as above will provide more benefit for asthmatics than tiles, floorboards or hard floors. Think of carpet as a filter like a fuel filter in your car it does a great job until it blocks up then your car stops working. Cleaning and maintenance is the key. Remember indoor air quality can be up to 10 times more polluted than outdoor air quality. Tiles, floorboards etc do not hold on to dust, rather it gathers up in corners. When the front and back doors are open, the wind comes through blowing the dust up in to the air [this is what you can see when the sun shines in] and this is now what you are breathing in. In the case of a well maintained carpet, the dust is held in place between the pile until it is vacuumed with your upright vacuum and disposed of outside with the rubbish.

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