Terms of Service

Clause 01What these terms cover

These terms are the agreement between you and DHL Carpet & Water Damage Restoration for two things: your use of dhlcarpetrestoration.com, and the restoration and cleaning work we perform at your home or business. They are written in plain English so that a homeowner can read them without a lawyer.

Nothing here takes away a right you have under the New Jersey Consumer Fraud Act or any other New Jersey or federal consumer protection law, and nothing here limits our responsibility in a way New Jersey law does not allow. Where a sentence in these terms conflicts with your rights under New Jersey law, New Jersey law wins and the rest of these terms still apply.

By requesting an estimate, booking a visit or letting us start work, you agree to these terms. If you do not agree, please do not book with us.

Clause 02About us

DHL Carpet & Water Damage Restoration is a family owned company that has been working since 2010. We restore property after water damage, remediate mold, and clean carpet, area rugs, upholstery and air ducts, across Passaic, Essex, Hudson, Union, Bergen and Morris counties in New Jersey. Our technicians are IICRC certified and the company is licensed and insured. Every job is performed at your property. There is no storefront and nothing is sold on this site.

Clause 03Estimates

How an estimate works

You can ask for an estimate by calling (908) 520-8698, by sending the estimate form on this site, or by asking for a visit through the book a visit form, which a person calls to confirm. An estimate is free and it puts you under no obligation. It is our assessment of the price from what you tell us, what you send us and what we see at the property. You receive it in writing before any work begins, and there are no hidden fees.

What the price includes

The estimate states the rooms, the surfaces or the equipment involved, the method and the price. It covers labor, equipment and materials. It does not cover work you add on the day, which we price and confirm with you before we do it.

Sales tax

Prices we quote are before New Jersey sales tax. Where the service is taxable, New Jersey sales tax is added to your invoice at the rate in effect on the date of service. Where a service we perform is not taxable, no tax is charged on it.

When the price can change

An estimate is based on what was described and what could be seen at the time. If the job turns out to be different, for example more affected rooms, a category of water that changes what must come out, or a material that cannot be dried in place, we explain the difference and give you a revised price before we continue. You can refuse the revised price. Where we sell you additional work at your home for 25 dollars or more, federal law gives you three business days to cancel that additional work, and we give you a written notice saying how.

Written contracts for home improvement work

Restoration work that repairs or alters a property is home improvement work in New Jersey. For work of more than 500 dollars, New Jersey requires a written contract signed by both of us before the work starts, setting out the work, the price and the dates. That is how we work in every case, including for work under that figure.

Clause 04Emergency response, scheduling and access

Emergency response

We answer the phone at any hour, every day, and a technician calls you back with an arrival time. We do not publish an arrival window in minutes, because the answer depends on the hour, the weather and where the property is. Ask on the call and you will be told.

Appointments

Ordinary work is done by appointment. When you book we confirm the date and an arrival window by phone, by text if you consented to texts, or by email.

Cancellations

You can cancel or move an appointment at no charge by calling or texting us at least 24 hours before it. With less notice, or if we arrive and cannot get in, we may charge a trip fee to cover the wasted visit. We tell you the amount of any trip fee when you book and we never charge one we did not tell you about first. If we have to cancel, we tell you as early as we can, offer the next available time and charge nothing.

What we need from you

So that the work is done safely and properly, please:

• Be present, or have an adult over 18 present, to let us in and walk the affected areas with us at the start and at the end.
• Tell us what you know: when the water started, where it came from, whether it has been switched off, any earlier leak or flood, any earlier treatment, and any allergy or health condition in the household that should guide our choice of product.
• Move small and fragile items out of the affected rooms. We move ordinary furniture as part of the job unless the estimate says otherwise. A piano, an aquarium, a large wall unit or anything holding breakables stays where it is.
• Keep pets and children out of a room that is being worked on and away from drying equipment.
• Give us access to water and to electricity, which the extraction and drying equipment uses, and somewhere to park near the entrance.

Clause 05The work

What we do

We extract standing water, remove what cannot be saved, dry the structure and the contents with air movers and dehumidifiers, monitor moisture until the readings come back to normal, and clean and deodorize what can be saved. We remediate mold. We clean carpet by hot water extraction, matching the method to the fiber, and we clean upholstery to its fabric code. The products we use are EPA registered and are described as safe around pets and children.

Source of the loss

Finding and fixing the source of the water is a plumbing, roofing or masonry job and is not part of a restoration estimate unless the estimate says so. We tell you what we see and what trade you need. Drying cannot succeed while water is still arriving.

Drying times and results

Most carpet is walkable in about two hours and dry the same day. Upholstery is dry in about four to eight hours. A wool rug is dried fully before it goes back down. Structural drying takes as long as the readings say it takes, and we tell you what the readings show. These are typical figures rather than a promise, because the building, the season and the air in it change them.

What restoration and cleaning cannot do

Cleaning removes soil and many stains. It cannot reverse wear, restore crushed pile, remove bleach spots or dye loss, or lift a stain that has bonded permanently to the fiber. Drying saves a material only when the material can be dried; some carpet pad, some drywall and some wood have to come out instead. Where we do not believe a result can be achieved, we say so before the work starts rather than after it.

Conditions that were already there

We are not responsible for a condition that existed before we arrived, including loose seams, delamination, worn backing, earlier water damage, color bleeding in a rug that fails a dye test, or damage left by a previous contractor. We point out what we notice at the walk through and we note it on the job record.

Mold

Mold remediation follows the containment, removal and clearance sequence appropriate to the affected area. We collect air and surface samples where an inspection needs them and an independent laboratory reads them. Post remediation clearance testing, where a sale, a landlord or a carrier needs a third party number, is arranged so that the result does not come from the company that did the removal.

Clause 06Payment and insurance

Payment is due as agreed in the accepted estimate. We take no payment through this website.

Where you ask us to, we give you the documentation for the loss: the readings, the photographs, the drying log and the invoice, so you can make your own claim. We do not file, adjust or negotiate your claim, we are not your adjuster, and we cannot tell you what your policy covers. Your deductible and anything your insurer declines remain payable by you. If you intend to claim, tell your insurer promptly and let us photograph the loss before anything is moved.

Clause 07If you are not satisfied

We stand behind the work with a 100 percent satisfaction guarantee. If you are not happy with a result, tell us and we will come back and put right anything our work can put right, at no charge. Where the problem is a permanent condition we warned you about at the walk through, a second visit will not change it and we say so rather than take your money twice. This promise is in addition to your rights under New Jersey law, not instead of them.

Clause 08Our responsibility to you

We are licensed and insured and we provide a certificate of insurance on request. If we damage your property through our own carelessness, we repair it or pay for its repair or replacement. Tell us about damage you believe we caused as soon as you notice it, so that we can inspect it while the cause can still be established. Telling us later does not remove a claim you have under New Jersey law; it only makes the cause harder to establish.

We are not responsible for the pre existing conditions described above, for damage caused by information we asked for and were not given, or for items left in a room after we asked for them to be moved. We are responsible for the losses New Jersey law makes us responsible for and we do not attempt to limit that.

Nothing in this section limits a right you have under the New Jersey Consumer Fraud Act, the New Jersey Truth in Consumer Contract, Warranty and Notice Act, or any other law giving you rights that cannot be waived.

Clause 09Using this site

What the site is for

The site describes the work, lets you request an estimate or a visit, and gives general information about water damage, mold and cleaning. That information is offered in good faith from our own experience and is not a guarantee of a result in your property.

Content

The text, the photographs and the design of this site belong to us or are used with permission. You may read and print pages for your own use in dealing with us. You may not copy the text or the images for another business or use our name in a way that suggests we endorse you.

Acceptable use

Please do not use the forms or the chat to send abusive messages, spam, or content that belongs to somebody else, do not upload a photograph of a person or a document you have no right to share, and do not interfere with the site or its hosting. We block traffic that abuses the site.

Reviews and photographs you send us

If you send us a review, a comment or a photograph and tell us we may use it, you give us permission to publish it with your first name and town only, until you tell us to stop. You can withdraw that permission at any time. Our Privacy Policy explains how we handle a photograph of your property.

Accessibility

Our Accessibility page states the standard this site is built to and how to reach us if any part of it does not work for you.

Clause 10Text messages and calls

We contact you about your request and your appointment by the method you chose. We send automated texts only with your express consent and marketing texts only with your separate express written consent. You can stop texts at any time by replying STOP. The full program terms are on our SMS and Call Consent page.

Clause 11Privacy

Our Privacy Policy explains what we collect, why, who else sees it and how long we keep it. It is part of these terms.

Clause 12Disputes

These terms and any dispute about our work are governed by the law of the State of New Jersey. If we disagree, please contact us first so that we can try to put it right. If that fails, either of us may bring a claim in the Superior Court of New Jersey, including its Small Claims Section, in the county where the work was done. These terms do not require you to arbitrate, do not stop you joining with other customers in a claim, and do not shorten the time New Jersey law gives you to bring one.

Clause 13Changes to these terms

We may update these terms. The version in effect on the day you book applies to that job. When we change them we change the last updated date at the top of this page.

Clause 14How to contact us

Questions about these terms go to [email protected], or call (908) 520-8698.