Services Terms & Conditions

By using any of the rug cleaning, restoration, or related services provided by Carpet Culture, you agree to the following terms and conditions. These terms govern all service-related transactions and set out the respective obligations of Carpet Culture and its customers. Please read them carefully.

1. Agreement to Terms

By requesting or accepting a quote for any rug cleaning, restoration, resizing, or related services from Carpet Culture, the customer acknowledges and agrees to be bound by these terms and conditions. These terms apply to all services rendered by Carpet Culture, either directly or through its agents, contractors, or employees.

2. Pickup and Delivery Services

Carpet Culture offers pickup and delivery services for rug cleaning and restoration under the following conditions:

• Free Pickup and Delivery (NYC only): In some cases, for orders within New York City, Carpet Culture may offer free pickup or delivery (or both) for rug cleaning and restoration services. Typically, free pickup and/or delivery is available when the invoice value of the order exceeds $1,000. This offer is contingent upon location, distance from our service center, and other logistical factors.

• Chargeable Pickup and Delivery: For orders that do not qualify for free pickup and delivery, or when additional handling is required, there will be charges associated with these services. All charges will be disclosed to the customer at the time of the initial service quote. These charges are calculated based on the distance from our service center and the complexity of handling. Carpet Culture reserves the right to adjust these charges at its discretion.

• Door-to-Door Delivery: We provide door-to-door delivery, but we do not move or handle any furniture. If the delivery location is a walk-up (i.e., without elevator access), this must be disclosed at the time of requesting the quote. Any special handling requests, such as carrying the rug up stairs, must be arranged in advance and may incur additional charges.

• Furniture Handling: Carpet Culture does not provide furniture-moving services as part of its rug pickup and delivery. If you require furniture to be moved, this must be specified during the initial quote request, and additional charges will apply. Carpet Culture will not move furniture unless a specific arrangement is made in advance. We can only lay down the rug if the floor is empty at the time of delivery.

• Exclusions: Carpet Culture does not handle rug pads, packaging materials, or other accessories during the pickup or delivery process. We only manage the rug itself for cleaning, restoration, or resizing.

3. Pricing and Estimates

All service quotes provided by Carpet Culture are estimates based on the information provided at the time of the request. The final invoice may vary depending on additional services required, such as:

• Changes in the scope of work during the cleaning or restoration process.

• Additional transportation or handling requirements not disclosed during the initial consultation.

• Additional labor required for handling rugs in walk-up buildings or furniture-moving services. Carpet Culture will make every effort to notify the customer of any changes to the service quote before proceeding with the work. Customers are responsible for all final charges once the service is completed.

4. Timelines for Service Completion

Service times for rug cleaning, restoration, or resizing vary depending on the condition and type of rug, as well as the complexity of the service requested.

• Typical Timeline: Most cleaning and restoration services are completed within 1 week. However, this may vary depending on the condition and material of the rug. Customers will be provided with an estimated completion time when the order is placed.

• Delays: Carpet Culture will notify the customer of any unforeseen delays in service. While we strive to meet our timelines, we cannot guarantee specific delivery dates due to the nature of the work.

5. Storage Fees

Carpet Culture offers complimentary storage for up to one week following the completion of the cleaning or restoration process. If the rug is not picked up or delivered within this period, a storage fee of $100 per week will be charged, starting from the second week after completion. The storage fee will be added to the final invoice. To avoid storage fees, please arrange for prompt pickup or delivery once your rug is ready.

6. Color Brightness and Bleeding

After the cleaning process, rugs may appear brighter due to the removal of dirt and debris. Customers should be aware that this is a normal result of the cleaning process. However, if your rug is of lower quality or uses unstable dyes, there may be a risk of color bleeding during the cleaning process. Carpet Culture is not responsible for color bleeding that may occur, especially in rugs made from lower-quality materials or with unstable dyes. Customers are advised to discuss any concerns about color fastness before proceeding with the cleaning.

7. Customer Responsibilities

Customers are responsible for:

• Providing accurate and complete information about the rug and the services required.

• Ensuring that the delivery area is accessible, including notifying Carpet Culture of any walk-up or restricted access situations.

• Disclosing any special requirements or conditions, such as furniture moving or the need for additional labor.

• Paying any applicable fees for services rendered, including any additional charges for special handling, distance-based delivery, or furniture moving.

8. Payment Terms

• All payments for services must be made in accordance with the agreed-upon quote. Any adjustments to the service scope or additional charges will be reflected in the final invoice, which must be paid in full upon completion of the service.

• For all cleaning or restoration services, payment is due in full prior to delivery of the rug.

• Failure to make timely payments may result in delays to service or delivery.

9. Liability

Carpet Culture takes utmost care in handling your rug during the cleaning, restoration, and delivery process. However, Carpet Culture is not responsible for:

• Damage to rugs caused by pre-existing conditions, such as wear and tear, previous repairs, or inherent weaknesses in the fabric or materials.

• Damage that occurs due to inaccurate or incomplete information provided by the customer regarding the rug’s condition.

• Color bleeding during the cleaning process, particularly for rugs made from lower-quality materials or with unstable dyes.

• Loss or damage resulting from third-party shipping or handling services, unless explicitly arranged by Carpet Culture.

10. No Furniture Handling

Carpet Culture does not move, handle, or transport furniture during the pickup or delivery of rugs. We only manage the rug itself. If furniture needs to be moved for rug placement, the customer must arrange for this independently or request it as an additional service during the quote process. If the customer requests furniture handling, this service will incur additional charges, and Carpet Culture is not liable for any damage to furniture or other property.

11. No Handling of Rug Pads or Packaging

During pickup or delivery, Carpet Culture will not handle rug pads, packaging materials, or other accessories associated with the rug. Our services are strictly limited to the handling, cleaning, or restoration of the rug itself.

12. Cancellation Policy

Once a service has been booked, cancellations must be made within 24 hours. If services are canceled after this period, the customer may be liable for any costs incurred up to the time of cancellation, including transportation or preparation costs.

13. Changes to Terms

Carpet Culture reserves the right to modify these terms and conditions at any time. Any changes will be communicated to customers prior to service booking. By proceeding with our services, you agree to the most current version of our terms and conditions.

14. Acceptance of Terms

By proceeding with any rug cleaning, restoration, or related services provided by Carpet Culture, the customer acknowledges and agrees to these terms and conditions in full. These terms constitute a binding agreement between Carpet Culture and the customer.