Terms & Conditions

1. Definitions

  • "The Company" refers to Prestige Carpet Care Limited (trading as Prestige Rug Cleaning).

  • "The Customer" refers to the person, firm, or company booking the service.

  • "Service" refers to the rug cleaning, restoration, or protection services provided by the Company.

2. Quotations and Bookings

  • All quotations are valid for 30 days.

  • Quotations provided over the phone or via email are "estimates" based on information provided by the Customer. The Company reserves the right to amend the price if the size, fibre type, or soilage levels differ significantly upon physical inspection.

  • A booking is only confirmed once a date and time have been agreed upon and, where applicable, a deposit has been paid.

3. The Cleaning Process & Expectations

  • Stain Removal: While we utilise the most advanced chemistry (including solvent-based spotters), we cannot guarantee 100% removal of all stains. Factors such as the age of the stain, previous DIY attempts, and fibre type play a significant role.

  • Wicking & Browning: On certain luxury fibres, "wicking" (stains resurfacing) can occur during the drying process. While we use Low Moisture systems to prevent this, the Company cannot be held liable for inherent issues within the rug's history or construction.

  • Shrinkage: Rugs cleaned in-situ or off-site are subject to professional industry standards. The Company is not liable for shrinkage resulting from inherent structural weaknesses or previous improper cleaning by third parties.

4. Customer Responsibilities

  • Access: The Customer must provide access to the property at the agreed time. Failure to provide access may result in a "Call Out Fee" or loss of deposit.

  • Furniture: Unless otherwise agreed, the Customer is responsible for moving fragile or heavy items (e.g., TVs, display cabinets) from the rug surface prior to our arrival. The Company will not move high-value antiques or electronics.

  • Pre-existing Damage: The Customer must point out any known damage, such as loose fringes, sun-fading, or moth damage, prior to the start of the clean.

5. Cancellations and Rescheduling

  • We require 48 hours’ notice for any cancellations or rescheduling.

  • Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee of 50% of the total quote.

6. Payment Terms

  • Domestic Clients: Payment is due in full upon completion of the service via cash, card, or bank transfer, unless otherwise agreed.

  • Commercial Clients: Invoices are issued on a 14-day or 30-day net basis (depending on prior agreement). Late payments may incur interest charges in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

7. Claims and Complaints

  • In the unlikely event that you are dissatisfied with the service, you must notify the Company within 24 hours of the service completion.

  • The Company must be given the opportunity to revisit and inspect the rug to rectify any issues before the Customer seeks a third-party resolution or refund.

  • The Company’s liability is limited to the total cost of the service provided. We are not liable for "consequential loss."

8. Insurance and Security

  • Prestige Carpet Care Limited maintains full Public and Products Liability Insurance.

  • Our technicians are fully background-checked (DBS) and trained to the highest industry standards.

9. Governing Law

  • These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.