Terms & Conditions

Introduction and acceptance

These Terms and Conditions govern your use of the Newcastle Rug Wash website and the rug cleaning, washing, treatment and restoration services we provide.

By accessing our website, requesting a quote, or booking a service, you agree to be bound by these Terms. If you do not agree, please do not use our website or services.

Our services

Newcastle Rug Wash provides specialist rug cleaning, washing, treatment and restoration services for residential, commercial and specialty rugs. Our services include assessment, fibre-specific cleaning, immersion washing, stain and odour treatment, and rug restoration.

We assess each rug individually and recommend the most appropriate cleaning method based on the rug's fibre, construction, condition and any issues identified.

Quotes and pricing

Quotes provided through our website or by phone are estimates based on the information you provide, including rug dimensions, material, condition and the problems described.

A final price is confirmed after we inspect your rug in person. If inspection reveals conditions that affect the scope or cost of the work, we will advise you before proceeding. No work begins without your agreement to the confirmed price.

Bookings and cancellations

Once a quote is accepted and a booking is made, we reserve a time for your service. If you need to cancel or reschedule, please notify us as early as possible.

Cancellations made with less than 24 hours' notice, or where we are unable to collect a rug due to your unavailability, may incur a call-out fee to cover our travel and scheduling costs.

Pickup and delivery

We offer free pickup and delivery within 25km of our Cardiff facility. Areas beyond this range may attract a delivery fee, which will be quoted before booking.

You are responsible for ensuring the rug is accessible for collection and that someone is available at the agreed time. Please remove fragile items, valuables and obstacles from the path to the rug before our arrival.

Rug assessment and pre-existing conditions

Before cleaning, we inspect and pre-test every rug. Some rugs may have pre-existing conditions including colour bleed, fibre damage, pet urine damage, moth damage, wear, or unstable dyes that may not be fully reversible through cleaning.

We will advise you honestly about expected outcomes before we begin. Cleaning cannot always remove permanent stains, reverse dye damage, or restore fibres that have been physically damaged. We are not liable for pre-existing conditions that are not improved by cleaning.

Customer responsibilities

To help us provide the best result, you agree to:

• Provide accurate information about your rug, including its material, age, condition and any known issues.
• Inform us of any pet contamination, spills, previous cleaning attempts or treatments applied to the rug.
• Ensure the rug is free of valuables and that the collection area is safe and accessible.
• Pay the agreed price upon completion of the service or as otherwise agreed in writing.

Payment terms

Payment is due upon completion of the service unless otherwise agreed. Accepted payment methods will be advised at the time of booking.

If a quote is declined after inspection, no charge applies for the assessment unless a call-out or inspection fee was agreed in advance.

Satisfaction guarantee

We stand behind our work with a 100% customer satisfaction guarantee. If you are not completely satisfied, contact us within 7 days and we will return to address the issue at no additional cost. If you are still not satisfied, we will refund your money. Full details are available on our Satisfaction Guarantee page.

Limitation of liability

To the fullest extent permitted by law, Newcastle Rug Wash's liability for any service is limited to the cost of that service. We are not liable for indirect, consequential or special damages, or for loss arising from pre-existing rug conditions that we have advised cannot be fully remedied.

We take all reasonable care in handling, cleaning and storing your rug. In the unlikely event of damage caused by our negligence, our liability is limited to the replacement value of the rug or the cost of the service, whichever is lower, unless otherwise required by law.

Website use

You agree to use our website lawfully and not to misuse it, including attempting to disrupt its operation, submitting false information, or accessing areas not intended for public use.

All content on this website, including text, images, logos and design, is owned by Newcastle Rug Wash or used with permission and may not be reproduced without our consent.

Links to third-party websites

Our website contains links to our related family businesses and third-party websites. We are not responsible for the content, products or services of those websites, and your use of them is subject to their own terms.

Governing law

These Terms are governed by the laws of New South Wales, Australia. Any dispute arising in connection with these Terms or our services is subject to the exclusive jurisdiction of the courts of New South Wales.

Changes to these terms

We may update these Terms and Conditions from time to time. Changes will be posted on this page with an updated revision date. Your continued use of our website or services after changes constitutes acceptance of the updated Terms.