1. Satisfaction Guarantee
At KO CARE, customer satisfaction is our top priority.
- We take every step to deliver professional, high-quality results through our science-backed cleaning and sanitisation process.
- If you are not satisfied with the outcome of your service, please contact us within 48 hours of your appointment.
- We’ll review your concern and, if appropriate, arrange a follow-up assessment or re-service at no additional cost.
2. Refunds
KO CARE does not generally offer refunds for completed services, as results can vary depending on mattress condition, age, and material.
A partial refund or complimentary re-service may be provided only if the issue is directly related to workmanship or service performance.
Refunds will not be issued for:
- Pre-existing damage, discolouration, or permanent stains
- Issues caused by incorrect mattress-type information provided by the customer
- Situations where recommended drying or post-care instructions were not followed
3. Cancellations & Rescheduling
- Cancellations made more than 24 hours before your appointment — no charge.
- Cancellations within 24 hours or no-shows — a fee of 50 % of the total service cost may apply.
- KO CARE may reschedule appointments without penalty due to weather, illness, safety concerns, or equipment issues.
4. Re-Cleaning Policy
- If a re-clean is required, it must be requested within 48 hours of the original service.
- Re-clean appointments are available at no cost if an inspection confirms a valid workmanship issue.
For all other cases (e.g., new stains, customer damage, external contamination), a service fee may apply.
5. Payment & Discounts
- All prices are in NZD and include GST (15 %) unless otherwise stated.
- Full payment is required prior to or at the time of booking to confirm your appointment.
- Discounted multi-bed or maintenance pricing applies only to bookings made under the same household or ongoing KO CARE program.
- Add-on services (e.g., pillow cleaning, stain removal, dust-mite patch) are available only when booked with a mattress-care service.
- Any additional on-site requests must be approved by the technician and paid in full upon completion.
6. Liability & Service Results
- KO CARE’s treatments are designed for hygiene improvement, not full restoration. Permanent stains or odours may not be completely removed.
- KO CARE is not liable for pre-existing damage, fabric deterioration due to age, or outcomes affected by mattress composition.
- If liability is established, it is limited to the value of the original service provided.
7. Health & Safety
- All cleaning products are approved for residential use and applied according to manufacturer safety standards.
- Customers must keep children, pets, and bedding away from the work area until the process is complete and surfaces are dry.
- Please inform KO CARE of any allergies or sensitivities prior to your appointment.
8. Contact Us
If you have any privacy concerns, questions, or requests under the Privacy Act 2020, please contact:info@kocare.co.nz
021 251 7977
10 Brookfield Street, St Heliers, Auckland 1017