Terms & Conditions

General Terms

• By submitting a rug for cleaning, you agree to the terms outlined below.
• All services are provided by Imperial Clean with the utmost care and professionalism.
• Quotes provided are estimates based on the information supplied and may be subject to change upon inspection.
• Payment is due upon completion of service unless otherwise agreed in writing.

Service Scope

• Services include but are not limited to: rug washing, stain removal, deodorising, and drying.
• Pickup and delivery services are available in selected areas and may incur additional charges.
• Turnaround times vary depending on rug type, condition, and service level selected.

Customer Responsibilities

• Customers must disclose any known issues with the rug, including prior damage, colour bleeding, or fragile areas.
• Rugs must be accessible for pickup and delivery at the agreed time.
• Any changes to service requests must be communicated at least 24 hours in advance.

Liability

• While every effort is made to preserve and protect your rug, Imperial Clean is not liable for:
  • Pre-existing damage or wear.
  • Colour fading or bleeding due to unstable dyes.
  • Shrinkage or texture changes due to material composition.

Special Terms for Delicate Handmade Rugs (Silk, Viscose, Wool)

1. Inspection and Assessment

• All delicate rugs are subject to a pre-cleaning inspection to assess fibre stability, dye fastness, and structural integrity.
• Cleaning methods will be tailored to suit the rug’s material and condition.

2. Limitations and Risks

• Silk and viscose rugs are prone to texture changes, pile distortion, and dye migration.
• Wool rugs may shed or experience slight shrinkage depending on weave and age.
• Imperial Clean will take all reasonable precautions but cannot guarantee complete stain removal or preservation of original texture.

3. Consent and Waiver

• By submitting a delicate rug for cleaning, you acknowledge the inherent risks and grant permission to proceed with the recommended cleaning method.
• A signed waiver may be required for high-value or fragile rugs.

4. Heavy Pet Soiling Disclaimer

• Rugs heavily soiled by pet urine or waste may require specialised treatment.
• While we use advanced deodorising and sanitising techniques, we cannot guarantee complete removal of pet odours, especially in cases of deep or prolonged contamination.
• Additional charges may apply for intensive treatments or multiple cleaning cycles.

5. Cancellation and Refunds

• Cancellations must be made at least 24 hours before scheduled service.
• Refunds are not provided for completed services unless there is a proven fault in workmanship.

6. Privacy

• Customer information is used solely for service delivery and will not be shared with third parties.