Frequently asked questions
How will you clean my carpet and what equipment will you use?
We use the very latest spray extraction cleaning technology to remove even the most stubborn dirt and odours from deep within the carpet pile. You can read more about our cleaning process on our method page.
We use advanced technology from Cleansmart including the Airflex Pro cleaning system. You can rest assured that all of our cleaning products are 100% safe and environmentally friendly.
How long will the carpet take to dry?
The amount of time required for the carpet to dry depends on a number of factors such as the temperature of the home and how thick the carpet pile is. In most cases the carpet will be fully dry in 6 to 24 hours. We aim to achieve a very high moisture extraction rate to keep drying times as quick as possible.
Do you move furniture?
We are happy to move suitable items of furniture where it’s safe to do so, to maximise the area we can clean. For liability reasons, we do not move large cabinets, heavy wardrobes, complex entertainment systems, pianos, or other valuable/fragile belongings.
Are you insured?
Yes, Primokleen has full public liability insurance cover up to £5 Million GBP, giving you total peace of mind. Certificate available on request.
Do you service flats and apartments
Absolutely — flats and apartments are a big part of what we do. We’re happy to clean ground floor and first floor properties without any issue. However, we are unable to service properties above first floor without lift access, due to the weight of our professional cleaning equipment. If you have lift access available please just mention this when booking and we’ll be happy to help.
Why should I have my carpets cleaned?
Professional carpet cleaning removes deep-seated dirt, dust, allergens, bacteria and odours that regular vacuuming can’t reach. It significantly improves indoor air quality, helps reduce allergy and asthma symptoms, and extends the life of your carpet by eliminating abrasive grit.
Just as importantly it dramatically improves the look and feel of your home, restoring freshness, softness and a brighter, cleaner appearance that makes every room feel healthier and more inviting.
How often should my carpets be cleaned?
All major carpet manufacturers recommend that carpets be cleaned at regular intervals in order to preserve their hygienic quality and appearance. The frequency of cleaning varies per household, it depends on a number of factors including the presence of pets, if shoes are worn inside or not and the number of inhabitants of the house or office space. We would advise a yearly clean in most cases.
Which stains can be removed by carpet cleaning?
Hot water extraction is highly effective at removing a wide range of common stains including tea, coffee, wine, juice, food and grease marks, mud, pet stains, blood, make up, and many household product spills.
Results do vary depending on the type of stain, how long it has been there, the carpet fibre, and whether any previous DIY cleaning attempts have been made — some of these can actually set a stain and make removal harder.
While stain removal is not a guaranteed service, we have an excellent track record and will always do our best to achieve the best possible result. We’ll be upfront with you before we start if we think a stain may be particularly challenging.
What products do you use?
We use a professional range of UK-manufactured products from NJØRD Chemicals, chosen for being highly effective, biodegradable, and safe for family homes and pets. You can see our full product range and what each one does on our products we use page
Do we need to clear the room in preparation for our carpets to be cleaned?
For the best results, it’s ideal to remove as many items as possible from the rooms being cleaned. We understand that large furniture like beds, sofas, wardrobes, or heavy pieces often can’t be moved easily. In those cases, we can work around the furniture or carefully shift it as needed during the clean — provided it’s safe to do so.
What are your payment terms?
For Domestic Customers:
- Payment Method: Bank Transfer (BACS) is our preferred method.
- Timing: Payment is due immediately upon completion of the work, before our technician leaves the site.
- Why this helps: This allows us to focus 100% of our energy on delivering high-quality results rather than administrative follow-ups, keeping our service efficient and our pricing competitive.
- Invoicing: As soon as the job is finished, we will generate a digital invoice and send it directly to your email for your records and immediate payment.
For Commercial Customers:
- Payment Method: Bank Transfer (BACS) or Company Credit Card.
- Timing: Our standard terms are 14 days from the date of invoice. We provide full professional invoices for your accounting and records.
What is your cancellation policy?
We require at least 48 hours notice to cancel or reschedule your appointment. Cancellations made with less than 48 hours notice will incur a charge of 50% of the quoted job value, with a minimum charge of £60. The same applies to no-shows on the day.
Our equipment also requires access to safe, functional electrical outlets to operate. If a job cannot proceed due to faulty or worn domestic sockets, a minimum call-out fee will apply.
What should I do if I think I have carpet moths at my property?
If you suspect you may have carpet moths, we strongly recommend contacting a qualified pest control specialist before booking your clean. Your property will need to be fully fumigated and given the all-clear before we are able to carry out any work.
This is not something we are able to work around, and we hope you understand that this policy exists to protect all of our customers. Carpet moths can be transferred on equipment, and we have a responsibility to ensure we do not inadvertently spread an infestation from one property to another.
If carpet moth activity is discovered during our initial inspection on arrival, we will unfortunately be unable to proceed with the clean that day. In this instance, a small call-out fee of £30 will apply to cover travel and staffing costs. We will always be transparent about this and handle the situation with care and discretion.
Once your property has been treated and cleared by a pest control professional, we will be happy to rebook your appointment.
Do you charge VAT?
No. Primokleen is a sole trader and is not VAT registered, so there is no VAT added to any of our prices. The price you are quoted is the price you pay.
What is your minimum charge?
We operate a standard minimum service charge of £120 per job. This is not an additional fee — it’s simply the lowest amount we charge to cover our costs and make small jobs viable.
See what our customers say!
Booking and cancellation policy
We kindly ask for at least 48 hours notice if you need to cancel or reschedule. As a small local business, last-minute changes do affect our team’s schedule and travel costs, so we appreciate as much notice as possible.
Cancellations made with less than 48 hours notice, or no-shows on the day, will incur a charge of 50% of the quoted job value with a minimum charge of £60. We hope you understand — this helps us keep our service running fairly for everyone.
You can either call or contact us via our website contact form below
Primokleen Professional Carpet Cleaning
95 Broom Hill,
Cookham,
Maidenhead,
Berkshire,
SL6 9LJ
Based in Cookham, serving Maidenhead, Marlow, Beaconsfield and all surrounding areas
Landline: 01628 951701
Mobile: 07403135302
Hours: 08:00–22:00, 7 days a week