Frequently Asked Questions

FAQ Categories

Why should I have my rugs cleaned?

Rugs usually receive a lot of traffic. A thorough, professional oriental and area rug cleaning is the only way to remove the deep-down dirt, make this area of your home look nicer and ensure that all areas of your home stay clean and healthy.

What type of rugs do you clean?

All types of rugs are welcome! This includes Oriental rugs, Persian rugs, Area rugs and more.

What steps are taken for flood restoration?

You will speak with a certified restoration specialist very soon after your call. Then once we view the damage, our trained certified technician will follow our industry standards to ensure your home is restored how it was before the damage occured.

How do I get in touch with JAE if I have a flood or fire emergency?

We are available 24 hours a day to help you handle your water emergency. Just call us at 0800 225 552 and our Customer Service Advisors will have a certified restoration specialist get in touch with your right away.

How does your deodorizer work to remove odours?

JAE uses a natural bacterial enzyme action to digest organic odour sources such as vomit, feces, urine, milk, blood etc. This product removes organic odours that it contacts. It also uses a neutralizer to give immediate relief from any odours while the enzyme is working. The key to complete removal of an odour is that this product must reach all contaminated surfaces. If the odour causing source has penetrated the backing and possibly the padding we cannot guarantee complete removal of the odour.

Do I have to leave my home for the treatment?

We recommend that you leave your home for any spray treatments for around 3 hours. This will allow the spray to dry. For rodent treatments there is no need to leave.

Are the pest control treatments safe for my family and pets?

The treatments we use are non-hazardous and safe for your family and pets after the process is complete.

How do I prepare my house for a pest control treatment?

Depending on the type of treatment required, there may be different preparation suggestions. Give your local JAE branch a call at 0800 225 552 to get the best information.

My carpet already has a protector, do I need to apply another one?

A dry soil protector comes on most carpet from the manufacturers. This is a wear dated product and is removed over time with every day traffic. Carpet manufacturers recommend that you have this protector reapplied about once a year, and perhaps more often on heavy traffic areas.

Why should I have a protector applied to my carpets or fabric?

As the finishing touch to your thoroughly cleaned carpet and/or upholstery, specially formulated protector can be professionally applied. These products help carpet and upholstery resist soiling from dry dirt, water- and oil-based spills by wrapping each fibre in a protective coating. This extra layer gives you more time to clean up spots and spills before they soak into the fibres, helping you keep your carpet and upholstery looking its best between professional cleanings. Plus, it makes vacuuming and cleaning up spots easier.

Why should I have my leather professionally cleaned?

Just like our skin, leather needs regular care to retain mosture and softness. Most store-bought leather cleaners can provide immediate relief, however can end up causing damage later down the line. The cleaning and conditioning products used by JAE will keep your leather looking and feeling great.

The tag on my furniture recommends a dry cleaning method, can JAE clean it?

Yes, JAE can take care of it. We’ll test your fabric to determine the safest and most effective cleaning method.

How does JAE clean upholstered furniture?

We use our powerful hot water extraction cleaning process if possible. This provides the best and deepest cleaning. Some fabrics may require a more delicate clean. When this is the case, we will work with you to make the best decision to suit your needs.

How often do manufacturers recommend a professional cleaning?

Manufacturers recommend having furniture professionally cleaned every 12-24 months depending on use.

Do you guarantee removal of all spots or stains in the carpet?

We cannot guarantee that we will remove all spots or stains. There are substances that can permanently discolour the carpet fibres. The age of the carpet and the type of carpet fibres also plays a factor in this. The technician will try to determine if this is the case prior to cleaning but they are not always able to determine this before trying to remove the spots.

Will carpet cleaning get rid of fleas in my carpet?

Generally no. While cleaning will improve any infestation we recommend that you arrange with your local JAE branch for them to return several days after cleaning to treat any remaining infestation. This secondary treatment will eradicate any residual adult flea activity and also disrupt the flea larval cycle thereby ridding you of any ongoing flea invasion.

What should I do if stains reappear after a treatment?

Although most spots/stains that are removed from carpet do not reappear, on rare occasions some substances in the carpet backing can wick to the surface after cleaning and drying. If this happens, please contact your local JAE branch at 0800 225 552 as soon as possible.

How long will it take to clean my carpets?

On average, it will take approximately 15-20 minutes per room. This time can vary greatly depending on the amount of furniture to be moved, how soiled the carpet is, and any necessary stain treatments.

Do I need to vacuum before you arrive?

A light vacuuming in the traffic areas is recommended but not required. If needed, the technician can pre-vacuum the area to be cleaned.

Do you move my furniture?

The simple answer is Yes. There are some items we are not able to move such as pianos, large electronics, china cabinets, beds, dressers with mirrors, pool tables, any furniture that sits flat on the carpeted surface. We also recommend that you remove items such as lamps, plants, breakables, knick knacks and electronics. We won’t charge extra to move small and easily movable items of furniture. Once we have finished we will return anything we have moved to its rightful place on protective padding as needed.

What method do you use for cleaning?

We clean carpets using steam cleaning, also known as ‘hot water extraction’. JAE’s hot water extraction method gently removes the toughest and deepest dirt safely. Our specially formulated cleaning solution and hot, soft water are inserted deep within the carpet fibres. Following this our powerful carpet steam cleaning machinery extracts 95% of the moisture bringing with it deep-down dirt, allergens and cleaning solution. Carpet manufacturers recommend this cleaning method.

How long will it take for my carpet to dry after a cleaning?

The length of time it takes for your carpet to dry is dependent on the weather. Airflow, temperature and humidity all have an effect. It could take from 8 – 24 hours. Using fans, dehumidifiers, air-conditioning, and heating systems (depending on the weather) can help. We may use blocks or paper, under furniture legs for instance, make sure you leave those in place until the carpet is totally dry. Walking on the carpet is ok but wear clean rubber soled shoes, or no shoes at all. You certainly don’t want to be walking on your freshly cleaned carpet in street shoes. Think also of your safety when walking from damp carpet on to slippery floors.

Do you guarantee removal of all spots or stains in the carpet?

We cannot guarantee that we will remove all spots or stains. There are substances that can permanently discolour the carpet fibres. The age of the carpet and the type of carpet fibres also plays a factor in this. The technician will try to determine if this is the case prior to cleaning but they are not always able to determine this before trying to remove the spots.

Will carpet cleaning get rid of fleas in my carpet?

Generally no. While cleaning will improve any infestation we recommend that you arrange with your local JAE branch for them to return several days after cleaning to treat any remaining infestation. This secondary treatment will eradicate any residual adult flea activity and also disrupt the flea larval cycle thereby ridding you of any ongoing flea invasion.

How long will it take to clean my carpets?

On average, it will take approximately 15-20 minutes per room. This time can vary greatly depending on the amount of furniture to be moved, how soiled the carpet is, and any necessary stain treatments.

Do I need to vacuum before you arrive?

A light vacuuming in the traffic areas is recommended but not required. If needed, the technician can pre-vacuum the area to be cleaned.

Do you move my furniture?

The simple answer is Yes. There are some items we are not able to move such as pianos, large electronics, china cabinets, beds, dressers with mirrors, pool tables, any furniture that sits flat on the carpeted surface. We also recommend that you remove items such as lamps, plants, breakables, knick knacks and electronics. We won’t charge extra to move small and easily movable items of furniture. Once we have finished we will return anything we have moved to its rightful place on protective padding as needed.

What method do you use for cleaning?

We clean carpets using steam cleaning, also known as ‘hot water extraction’. JAE’s hot water extraction method gently removes the toughest and deepest dirt safely. Our specially formulated cleaning solution and hot, soft water are inserted deep within the carpet fibres. Following this our powerful carpet steam cleaning machinery extracts 95% of the moisture bringing with it deep-down dirt, allergens and cleaning solution. Carpet manufacturers recommend this cleaning method.

How long will it take for my carpet to dry after a cleaning?

The length of time it takes for your carpet to dry is dependent on the weather. Airflow, temperature and humidity all have an effect. It could take from 8 – 24 hours. Using fans, dehumidifiers, air-conditioning, and heating systems (depending on the weather) can help. We may use blocks or paper, under furniture legs for instance, make sure you leave those in place until the carpet is totally dry. Walking on the carpet is ok but wear clean rubber soled shoes, or no shoes at all. You certainly don’t want to be walking on your freshly cleaned carpet in street shoes. Think also of your safety when walking from damp carpet on to slippery floors.

What should I do if stains reappear after a treatment?

Although most spots/stains that are removed from carpet do not reappear, on rare occasions some substances in the carpet backing can wick to the surface after cleaning and drying. If this happens, please contact your local JAE branch at 0800 225 552 as soon as possible.

Why should I have my leather professionally cleaned?

Just like our skin, leather needs regular care to retain mosture and softness. Most store-bought leather cleaners can provide immediate relief, however can end up causing damage later down the line. The cleaning and conditioning products used by JAE will keep your leather looking and feeling great.

The tag on my furniture recommends a dry cleaning method, can JAE clean it?

Yes, JAE can take care of it. We’ll test your fabric to determine the safest and most effective cleaning method.

How does JAE clean upholstered furniture?

We use our powerful hot water extraction cleaning process if possible. This provides the best and deepest cleaning. Some fabrics may require a more delicate clean. When this is the case, we will work with you to make the best decision to suit your needs.

How often do manufacturers recommend a professional cleaning?

Manufacturers recommend having furniture professionally cleaned every 12-24 months depending on use.

Why should I have my rugs cleaned?

Rugs usually receive a lot of traffic. A thorough, professional oriental and area rug cleaning is the only way to remove the deep-down dirt, make this area of your home look nicer and ensure that all areas of your home stay clean and healthy.

What type of rugs do you clean?

All types of rugs are welcome! This includes Oriental rugs, Persian rugs, Area rugs and more.

My carpet already has a protector, do I need to apply another one?

A dry soil protector comes on most carpet from the manufacturers. This is a wear dated product and is removed over time with every day traffic. Carpet manufacturers recommend that you have this protector reapplied about once a year, and perhaps more often on heavy traffic areas.

Why should I have a protector applied to my carpets or fabric?

As the finishing touch to your thoroughly cleaned carpet and/or upholstery, specially formulated protector can be professionally applied. These products help carpet and upholstery resist soiling from dry dirt, water- and oil-based spills by wrapping each fibre in a protective coating. This extra layer gives you more time to clean up spots and spills before they soak into the fibres, helping you keep your carpet and upholstery looking its best between professional cleanings. Plus, it makes vacuuming and cleaning up spots easier.

How does your deodorizer work to remove odours?

JAE uses a natural bacterial enzyme action to digest organic odour sources such as vomit, feces, urine, milk, blood etc. This product removes organic odours that it contacts. It also uses a neutralizer to give immediate relief from any odours while the enzyme is working. The key to complete removal of an odour is that this product must reach all contaminated surfaces. If the odour causing source has penetrated the backing and possibly the padding we cannot guarantee complete removal of the odour.

What steps are taken for flood restoration?

You will speak with a certified restoration specialist very soon after your call. Then once we view the damage, our trained certified technician will follow our industry standards to ensure your home is restored how it was before the damage occured.

How do I get in touch with JAE if I have a flood or fire emergency?

We are available 24 hours a day to help you handle your water emergency. Just call us at 0800 225 552 and our Customer Service Advisors will have a certified restoration specialist get in touch with your right away.

What steps are taken for flood restoration?

You will speak with a certified restoration specialist very soon after your call. Then once we view the damage, our trained certified technician will follow our industry standards to ensure your home is restored how it was before the damage occured.

How do I get in touch with JAE if I have a flood or fire emergency?

We are available 24 hours a day to help you handle your water emergency. Just call us at 0800 225 552 and our Customer Service Advisors will have a certified restoration specialist get in touch with your right away.

Do I have to leave my home for the treatment?

We recommend that you leave your home for any spray treatments for around 3 hours. This will allow the spray to dry. For rodent treatments there is no need to leave.

Are the pest control treatments safe for my family and pets?

The treatments we use are non-hazardous and safe for your family and pets after the process is complete.

How do I prepare my house for a pest control treatment?

Depending on the type of treatment required, there may be different preparation suggestions. Give your local JAE branch a call at 0800 225 552 to get the best information.