FAQs

WHAT IS ZR WATER®?

zr water® is water that has been softened and electrolyzed with our patented EO Water System. zr water® cleans like soap and eliminates most germs and bacteria instantly – without any chemical additives. The benefit of this process is no soil-collecting soap residue left behind. In short, carpets stay cleaner longer and tend to dry faster. Only Zerorez® has the exclusive patented rights to clean with this technology in the carpet cleaning industry!

DO YOU HAVE A GUARANTEE? WHAT DOES IT COVER?

Yes! We are happy to offer a 30-day “Gotta Love It” guarantee! If you are unsatisfied with any aspect of your cleaning, please give us a call within 30 days of your cleaning so we can help resolve the issue by coming back out and providing complimentary cleaning on the areas of concern.

CAN I INCLUDE OTHER ITEMS IN MY CARPET CLEANING PACKAGE, SUCH AS A COUCH OR AREA RUG?

The Zerorez® carpet cleaning packages (3-5 rooms) are only for areas of carpet that are attached to the floor. However, you can book as many of our services into one appointment. We are happy to demonstrate our other cleaning services such as tile, upholstery, and area rug cleaning and provide a quote on-site. Just ask your service technician!

HOW DO YOU TREAT PET STAINS AND ODOR? IS THERE AN EXTRA CHARGE FOR THE TREATMENT?

Pet accidents – if left untreated – can cause odors, discoloration and lingering bacteria. We offer several treatment methods, depending on the pet waste penetration to the carpet:

Level I – Basic Bio Treatment: For mild to moderate biological contamination on the surface area of flooring or fibers.

Level II – Pad Extraction: A deeper saturation and extraction process for moderate to severe biological seepage that affects carpet backing and/or carpet pad.

Our service technician must assess the issues onsite in order to determine the best treatment and price.

CAN I DECLINE A PET SERVICE IF IT’S RECOMMENDED BY A TECHNICIAN?

Yes. However, to achieve an effective treatment for biological issues such as urine and odor, additional cleaning procedures and product are necessary. Any service recommended by a technician is optional but certainly encouraged. If you decline a pet treatment it does void our 30-day satisfaction guarantee for that area of your home.

DO I HAVE TO BE HOME FOR THE CLEANING?

We prefer you to be home, but it is not required. It’s helpful to have someone present to confirm the areas that will be cleaned, discuss options and address any concerns we may encounter during the service. All of our service technicians are Zerorez® employees, not sub-contractors, and we are fully insured. We do collect payment onsite after the cleaning so if you are not going to be home, please notify a customer service representative so we can gain access to the property (keys, codes and how to lock up when we are done) and make payment arrangements.

IS A PROTECTOR APPLIED TO THE CARPET?

Your service technician will assess the condition of the carpet onsite and will advise if reapplication of fiber protection is needed for your carpet. This service is not included with the price of the cleaning, but can be added on for an additional fee.

WHAT DAYS/TIMES ARE YOU OPEN?

Zerorez® provides customer service support Monday – Friday from 8:00 am – 6:00 pm and Saturdays from 8:00 am – 4:00 pm. Residential appointments are scheduled for arrival windows between 8:00 am and 6:00 pm Monday – Saturday. We provide both day and nighttime appointments for commercial customers.

DOES ZEROREZ® PRE-TREAT CARPET WITH ANYTHING BEFORE APPLYING ZR WATER®?

We spray a non-toxic citrus-based emulsifier on the surface before cleaning with zr water®. This botanical pre-treatment helps to separate any embedded dirt from the carpet before cleaning.

HOW OFTEN SHOULD I GET MY CARPET CLEANED?

Most carpet manufacturers recommend your carpet to be professionally cleaned every 12-18 months with a hot water extraction process. This will vary, however, depending on the usage your carpet gets. Factors include number of people, pets, outdoor environment and how well carpet is maintained between cleanings. Many carpet manufacturers require you to have your carpets professionally cleaned every 12-18 months in order to keep the warranty valid on your carpet.

WHAT ABOUT AREA RUGS? CAN YOU CLEAN THEM IN THE HOME OR DO YOU TAKE THEM OFF-SITE?

Zerorez® provides expert care for fine oriental and area rugs safely and effectively in the home or in our shop. We can clean some area rugs in your home as long as there are no biological issues in the rug (such as urine, blood, feces or vomit) and there is an appropriate surface to clean on. For finer rugs or rugs that have major soiling such as urine or feces, it is recommended to clean the rug in our shop. We are able to more thoroughly rinse the backing and have more time to allow treatments to work. We also have much more control over the drying of the rugs to minimize problems. The technician can assess the rug and determine the best care for optimal results. For added convenience, we offer pick up and delivery in the metro area or we extend a discount if you drop off and pick up the rugs at our shop.

WHAT IS CONSIDERED A “ROOM” SIZE?

A room is considered an area that is 300 square feet or less (approximately 15×20 or 10×30). For rooms that exceed 300 square feet, there is a $35 oversize fee. The service technician will perform a final price assessment of all areas to be cleaned onsite.

DO YOU MOVE FURNITURE?

We typically send one technician to perform the cleaning service and, due to liability reasons, are unable to move heavy furniture. Our technician can help move things up to the size of an armchair or less than 50 pounds as long as the items are free and clear of breakables and electronics. This service is free of charge and by request only. We will clean up to and around larger items such as entertainment centers, bookshelves and beds. We can move loveseats, sofas or other similarly heavy items for an additional $20.00 per item. If you wish to have these pieces moved, please notify your customer service representative in advance so that we can be prepared to do so. Items we move will be placed on protective slips to keep them safe from the wet carpet.

IS THE CARPET WET AFTER THE CLEANING?

At Zerorez® we add steps to our cleaning process that most carpet cleaners do not include, which helps reduce the dry time. By pre-treating and using our ZrLifter to prepare the carpet fibers for cleaning, we reduce the amount of water it takes to completely rinse the carpet clean. We also take extra vacuum strokes to remove as much excess moisture as possible. Therefore, the carpet will only be slightly damp after we clean. Typical dry time is between 4 to 8 hours, depending on the season, airflow in the home, and condition and style of carpet being cleaned. It’s important to turn on your A/C and fans during and after the service to reduce dry time. It is completely safe to walk on the carpet with bare feet or socks as long as you’re comfortable with the cleanliness of your feet. We do ask that you are careful when transitioning from the damp carpet to hard surfaces as it may be slippery.

WHAT AREAS DO YOU SERVICE?

We service an approximate 40-50 mile radius from our office in Fredericksburg, VA. Please visit our Service Area page to review all of the areas we serve. Service minimums do apply. Call for more details.

HARDWOOD FLOOR CARE – WILL IT REMOVE SCRATCHES AND DENTS?

Our process will greatly improve the look and feel of your floor with much less mess and cost of traditional sanding methods. With our process, most micro scratches that dull your floor will be filled and disappear. Heavier scratches are coated over, but may still be visible. Dents in the wood remain but may also be less visible. Thousands of customers are enjoying the beauty of their hardwood floor again through application of the preservation system. We are sure you will love the results!

HARDWOOD FLOOR CARE – WHAT TO EXPECT?

As your professional, we are trained and prepared to:

1. Deep clean and prep your current floor finish to receive a new preservation finish. We use a professional high speed rotating brush machine to lay down a specialty cleaner, agitate it and then bring it directly back up with squeegees and a vacuum. This leaves the floor dry.
2. Rinse and neutralize to bring up any remaining residue. This is accomplished with our unique Wood FreshTM Hardwood Cleaner. The floor is now squeaky clean and ready for the next step.
3. Application of either Gloss or Satin Preservation Finish. This finish will be your “wear” finish, applied to protect the original finish and keep your floors in great shape for generations to come. This finish is a modified factory finish designed to bind to original urethane and aluminum oxide based coatings. A thin, but durable, preservation is applied. Depending on traffic and use, this process can be repeated every year or two to keep your floors beautiful. It will not yellow or change the color of your original floor.

WHAT SHOULD I DO BEFORE ZEROREZ® ARRIVES FOR MY APPOINTMENT?

It is important to vacuum thoroughly and clean prior to your appointment. We run one-person crews so we ask that you move the furniture that you want moved. We can offer furniture moving for a per item fee. If you need us to move the furniture please let us know ahead of time so we can send a two-person crew. We do not move large or heavy furniture like pianos, entertainment centers, bookcases, beds or other similarly heavy items. We also do not move electronics (TV’s, game systems, computers, lamps, etc.) We kindly ask that you remove items such as lamps, picture frames and other fragile items from tabletops and clear the floor of toys, books and other small items. Please also ensure there is an entrance to the home or building that is unobstructed.

IS THERE A DISCOUNT IF I SCHEDULE ON THE SAME DAY AS MY NEIGHBOR?

Yes! If you and a neighbor schedule an appointment for the same day, back to back, we can apply a 10% discount to each party. Schedule as many neighbors as you can so you all can benefit from a great deal! This may not, however, be combined with other discounts or promotions.

WHAT ARE THE BLACK LINES AROUND THE BASEBOARDS AND UNDER DOORWAYS?

This is especially noticed on light colored carpet. This soiling is called filtration soiling because it comes from air passing through the carpet as it is attempting to get through the space between the carpet and the baseboard or closed door. This occurs over a significant period of time and is not noticed until a build-up has occurred. This type of soiling is difficult to remove because the soil particles are so fine that they penetrate deep into the carpet pile and often into the backing of the carpet. With special effort, reasonable results can sometimes be achieved. To help prevent filtration soiling, vacuum and wipe the edges of the carpet on a regular basis. If you have black lines around your baseboards and/or dark high traffic patterns, Zerorez® has a specific service to tackle these issues.

WHAT CAN YOU DO ABOUT RESIDUE LEFT BEHIND FROM “DO IT YOURSELF” SPOTTING CHEMICALS OR OTHER CLEANING COMPANIES?

Harmful soaps and detergents left behind by “Do it Yourself” spotting chemicals or improper cleaning techniques can create a sticky mess. Soaps and detergents are engineered to attract dust and dirt and if left in your carpet, they will continue to attract dust and dirt making your carpet re-soil quickly. If you do not use Zerorez®, the next carpet cleaner will most likely add a new layer of sticky soaps and detergents to your carpet, thereby compounding the problem. What is needed is to neutralize and remove the sticky residue that has been left behind. Zerorez’s® carpet pre-conditioner is engineered without soaps and detergents so we do not add to the problem. By pre-treating and agitating the carpet, we start to break down the residues in your carpet. Thoroughly rinsing the carpet with our patent-pending cleaning process and our zr water® we are able to flush out a lot of the existing soils and residue. Depending on the level of residue that has bonded to your carpet fibers, we may not be able to break it all down the first time we clean. After cleaning with the Zerorez® way it is important to not add new soaps or detergents back into the carpet. We can provide bottles of our carpet friendly spotting agents and our zr water® for your future spotting needs. We will refill the bottles anytime we come back to clean your furnishings free of charge.

DO YOU SELL GIFT CERTIFICATES?

Yes, these make a great gift for anyone! Just give us a call and let us know the dollar amount you want the gift certificate for and we will send it to you via email.

IS THERE A PENALTY IF I HAVE TO CANCEL MY APPOINTMENT?

In order to best serve our customers and guarantee the most efficient routes, we require 24 hours’ notice (48 hours if you have a Monday appointment) of any service cancellations. Without this advance notice, 10% of the service ticket or $100, whichever is higher, will apply.

DO YOU OFFER ANY IN-HOME CLEANING PRODUCTS I CAN BUY?

Yes. We have two products we offer for your “do it yourself” spotting needs:

1. We offer an enzyme-based deodorizer that works great for pet stains and other mal-odors in your home.
2. We also offer our zr water® for spotting and rinsing the carpet. We will refill the bottles free of charge every time we do additional work in your home or place of business.

WHERE CAN I FIND YOUR COUPONS?

Our pricing is typically consistent across advertising mediums so just call us and we will give you the best deal we are currently offering. You can also join our email list found on the home page to receive special offers and promotions.

WHAT IS YOUR WATER TREATMENT AND DISPOSAL FEE FOR?

Because of our unique cleaning system, we need to create the zr water® we use to clean and transport it to your home instead of using tap water from your faucet. This means we carry 200-400 gallons of water on each truck, which essentially doubles the weight of our vehicles. In addition, we have to dispose of the water in accordance with state and county laws once the cleaning is done. The fee helps us to mitigate the cost of creating, transporting such high volumes of water and equipment, and disposing of the water. You might ask why we don’t just build it into our normal pricing and the reason is that it essentially costs us the same whether you are cleaning one room or twelve. Instead of raising our per room price, we spread the cost evenly among all of our customers in an effort to help keep costs down.