For the purposes of these Terms & Conditions, Gold Coast Rug Washing Pty Ltd is referred to as "the Company".
1. General Cleaning Disclaimer
1.1 While every reasonable care is taken during the cleaning process, the Company does not guarantee the complete removal of all stains, odours, discolouration, colour transfer or other defects. Cleaning results depend on the rug's fibre type, age, condition, previous cleaning attempts and the nature of the staining.
1.2 Every reasonable attempt is made to stabilise and secure dyes before cleaning. However, some dyes are inherently unstable and cannot be permanently locked. Rugs affected by pet urine, acidic spills, water damage or previous chemical treatments are at a significantly higher risk of colour bleeding or dye migration. The Company accepts no liability for dye instability resulting from these pre-existing conditions.
1.3 Some rugs, particularly handmade, antique, natural fibre, silk, viscose, rayon, bamboo silk, modal, lyocell, Luxcelle and similar fibres, are inherently susceptible to colour movement, texture change, shrinkage, browning, distortion, rippling, shedding, loose fibres, white knots or other changes during cleaning. Cleaning of these rugs is undertaken entirely at the owner's risk.
1.4 Pet urine can permanently damage fibres and dyes. While specialised decontamination treatments can significantly reduce contamination and odours, complete stain or odour removal cannot be guaranteed. If urine decontamination is declined, urine odours may remain or intensify as uric salts become rehydrated. These outcomes are not covered by our Service Commitment.
1.5 Latex adhesives used to secure rug backings can deteriorate with age and may loosen or separate during cleaning. While every precaution is taken, the Company cannot be held responsible for deterioration of existing latex backings.
1.6 Mould can permanently weaken rug fibres. Whilst mould contamination may be removed, black staining may remain and structural damage caused by mould can significantly weaken the rug. The Company accepts no responsibility for damage resulting from pre-existing mould contamination.
2. Natural Fibre Rugs
2.1 Natural fibre rugs, including wool, cotton, sisal, linen, jute and other natural fibres, naturally absorb stains deeply and permanent staining is common. Complete stain removal cannot be guaranteed.
2.2 Previous stain removal attempts, household cleaning products or chemical treatments may permanently set stains or destabilise dyes. The Company accepts no responsibility for outcomes resulting from previous treatments.
2.3 Natural fibre rugs affected by urine or water damage commonly experience dye migration and colour bleeding during cleaning. Urine staining may remain permanent. Any dye correction required following cleaning is the responsibility of the owner.
2.4 Dyes in natural fibre rugs may behave unpredictably. Fugitive, migrating or bleeding dyes may occur despite all reasonable care being taken. Residues from previous cleaning products or deodorisers may also contribute to colour loss or colour change during cleaning. The Company cannot be held responsible for these outcomes.
2.5 Natural fibre rugs are susceptible to shrinkage, expansion, distortion or changes in appearance following washing. While many rugs naturally relax over time, the Company accepts no responsibility for dimensional or appearance changes after cleaning.
2.6 Sisal rugs are particularly susceptible to dye bleeding and uneven colouring. Washing commonly results in patchiness or colour loss, and these outcomes are accepted by the customer.
3. Silk, Viscose & Delicate Fibre Rugs
3.1 Silk, viscose, rayon, bamboo silk and similar fibres are highly absorbent and delicate. Staining and discolouration are often permanent and cannot always be removed through cleaning.
3.2 Where silk or viscose rugs have been affected by urine or water damage, dye instability and colour bleeding are common. Any resulting dye correction is the responsibility of the owner.
3.3 If urine decontamination is declined on silk or viscose rugs, residual odours may remain or worsen and are not covered under our Service Commitment.
3.4 Silk and viscose pile may permanently lay in a different direction due to wear, moisture exposure or washing. Texture or pile changes are not considered cleaning defects.
4. Quotes & Additional Charges
4.1 Quotes are based on the information provided by the customer. Additional charges may apply where rug dimensions differ from those advised or where additional stain removal, decontamination, restoration, double-sided cleaning or specialised treatments are required. Any additional charges will be discussed with the customer before work proceeds.
4.2 Once a quotation has been accepted and the rug has been collected, if the customer requests the rug be returned uncleaned or disposed of, the Company reserves the right to charge a cancellation and handling fee of $50.00 per rug.
4.3 The Company reserves the right to refuse or discontinue cleaning where a rug is considered unsuitable for washing or where cleaning presents an unreasonable risk of damage.
5. Collection, Delivery & Storage
5.1 Whilst every care is taken during collection and delivery, the Company shall not be liable for damage arising from restricted access, difficult handling conditions or pre-existing weaknesses within the rug.
5.2 Protective storage bags supplied with cleaned rugs are intended for transportation only. Rugs should be removed from the bag immediately upon delivery. Long-term storage inside these bags may result in moisture retention, mould growth, sweating and odours. The Company accepts no responsibility for damage resulting from storage inside transportation bags.
6. Payment Terms
6.1 Payment may be made either prior to collection, upon collection or 24 hours prior to delivery, unless otherwise agreed in writing.
6.2 Rugs will not be released until payment has been received in full.
6.3 Accepted payment methods are Bank Transfer, Cash and Card. Card payments incur a 1% surcharge.
6.4 Payment remains the responsibility of the account holder or person accepting the quotation. Where a customer acts on behalf of another person, tenant, property owner, managing agent or third party, liability for payment remains with the account holder and is not transferred to the third party.
7. Service Commitment
7.1 Customer satisfaction is important to us. If you are not satisfied with the service provided, you must notify the Company within 72 hours of completion/delivery. The Company will inspect the rug and, where appropriate, re-clean the affected area at no additional charge. This Service Commitment is a service warranty only and does not constitute a refund guarantee.
7.2 The Service Commitment does not apply to permanent stains, permanent odours, dye bleeding, dye migration, colour loss, texture changes, shrinkage, pile distortion, mould damage, latex backing deterioration or any condition resulting from the rug's age, fibre type, previous damage or where recommended treatments have been declined.
8. Limitation of Liability
8.1 The Company is not liable for pre-existing damage, manufacturing defects, deterioration through age, wear, moth damage, dry rot, weakened fibres, previous repairs, colour instability or hidden defects that become apparent during or after cleaning.
8.2 To the maximum extent permitted by Australian Consumer Law, the Company's liability is limited to re-performing the service or the reasonable cost of having the service re-performed.
8.3 Nothing in these Terms excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.