Terms & Conditions
Boake Rug Restoration - Terms & Conditions
Last updated: 22/10/2026
1. Introduction
These Terms & Conditions apply to all rug repair and restoration services provided by Boake Rug Restoration (“the company”, “we”, “us”, “our”). By booking our services, you (“the customer”, “you”, “your”) agree to the following in full:
2. Services Provided
Boake Rug Restoration specialises in the restoration and repair of handmade and machine-made rugs. Cleaning services are subcontracted to a trusted third party and are not performed by Boake Rug Restoration.
3. Cleaning Requirements
3.1 All rugs submitted for restoration must undergo a cleaning process through the third-party provider appointed by Boake Rug Restoration.
3.2 There are two cleaning options available:
A. Essential Clean: Includes dusting and sanitation treatment offered at a reduced cost.
B. Deep Clean: Offered in three tiers of increasing thoroughness and cost, suitable for more delicate or heavily soiled rugs.
3.3 The appropriate cleaning option will be recommended based on the rug’s condition and type. Cleaning charges are in addition to repair / restoration fees, and must be paid directly to Boake Rug Restoration.
3.4 Boake Rug Restoration coordinates the cleaning process but is not responsible for cleaning outcomes or any damage arising during cleaning.
4. Subcontracted Cleaning and Liability
4.1 Cleaning is carried out by an external provider; Boake Rug Restoration is not responsible for any damage or issues arising from this process.
4.2 Customers may arrange their own collection and delivery, or request Boake Rug Restoration to handle these arrangements for an additional fee.
4.3 Boake Rug Restoration cannot guarantee cleaning outcomes.
5. Limitations of Liability
5.1 Boake Rug Restoration is not liable for pre-existing damage or defects in rugs submitted for restoration.
5.2 Liability does not extend to damage caused or worsened by pre-existing faults, including colour changes, pile distortion, pile loss, texture changes, chemical odours, or normal wear.
5.3 If restoration cannot be completed due to pre-existing damage, Boake Rug Restoration is not liable for any costs, damages, or loss of value.
5.4 Boake Rug Restoration will not be responsible for any damage during collection, delivery, or cleaning unless caused by gross negligence by Boake Rug Restoration.
6. ACKNOWLEDGEMENT OF PRE-EXISTING CONDITIONS.
The Client acknowledges:
The rug may arrive with pre-existing wear and damage or imperfections, which will be fully detailed in a Pre-Repair Inspection Report upon arrival.
7. TECHNICAL LIMITATIONS & NO GUARANTEE CLAUSE.
7.1 The Client understands and agrees:
A. Rug repair and restoration is a handcrafted process, not a factory replacement.
B. Exact colour, texture, density, symmetry, and appearance cannot be guaranteed.
C. Certain outcomes are technically impossible without structural compromise.
D. There no guarantee that the rug will match its pre-damage appearance.
E. The quoted price and estimated timeframe are based on the condition of the rug at the time of inspection. Once repair work has begun, if the rug begins to deteriorate, fall apart, or reveals damage that was not reasonably detectable beforehand, the final cost and/or timeframe may be adjusted accordingly. Any additional work and associated costs will be discussed and approved by you prior to the further work proceeding.
F. In all of these eventualities, the Boake Rug Restoration will perform their duties to the best of their ability to achieve the best outcome possible based on their technical knowledge and abilities.
8. Collection and Delivery
8.1 Collection and delivery is offered for customer convenience, but must be arranged in advance.
8.2 Rugs will not be accepted or returned at the owner’s private residence without prior arrangement to protect privacy and security.
8.3 Reasonable care will be taken during transport, but Boake Rug Restoration is not liable for increased damage to the rug unless due to gross negligence.
9. Payment Terms
9.1 A 50% deposit is required upfront to secure your order.
9.2 The remaining balance is payable upon completion of any cleaning, repair or restoration work, within 5 days of the invoice date and must be settled before the rug is returned.
9.3 By paying the 50% deposit, you accept these Terms and Conditions.
9.4 All quotes and agreements are confirmed in writing by email and are binding.
9.5 In the event of non-payment, the rug will be retained until the account is paid in full.
10. Turnaround Times and Delays
10.1 Turnaround times depend on workload and subcontracted cleaning schedules.
10.2 Repair dates will be confirmed in advance; no discounts or compensation will be provided for delays outside Boake Rug Restoration’s control.
11. Cancellation and Refunds
11.1 Orders may be cancelled at any time before receiving the Pre-Repair Inspection Form.
11.2 If no materials have been ordered, but the Pre-Repair Inspection Form has been completed, 50% of the deposit may be refunded at the Contractor’s discretion.
11.3 If materials have been ordered in accordance with the Pre-Repair Inspection Form submitted, any deposit paid is non-refundable.
11.4 If work has commenced, 100% of the cost is payable in full, prior to return of the rug, regardless of whether the Client has requested that work be stopped for any reason.
12. Pre-Repair Inspection, Estimate Terms & Work Approval
12.1 A Pre-Repair Inspection Form will be completed before any work begins and sent to the customer.
12.2 Once repair work has begun, the process cannot be reversed, and certain repairs may permanently alter the rug’s appearance, structure, or value.
13. Right to Refuse or Suspend Work
Boake Rug Restoration reserves the right to refuse, suspend, or stop work at any time if:
13.1 The rug’s condition makes repair or restoration unsafe, impractical, or likely to result in further damage and costs.
13.2 The customer engages in behaviour that interferes with the safe or effective completion of the work, including being disrespectful, imposing unreasonable time pressures, or insisting on a price cap.
13.3 Payment or approval requirements are not met.
In such cases, Boake Rug Restoration will notify the customer and may retain any deposit paid to cover materials, preparation, completed pre-repair inspection report or time already invested.
14. Data Security
Boake Rug Restoration takes reasonable steps to protect your personal information. However, no online data transmission or storage method is completely secure, and absolute security cannot be guaranteed. Please refer to our Privacy Policy.
15. ACCESS, COLLECTION & DELIVERY AT WORKSHOP.
The Client agrees that:
15.1 No Third-Party Attendance
There is no workshop access or attendance permitted by you or any other third party.
16. Complaints
Complaints must be submitted in writing and will be reviewed within 14 days. Disputes relating to damage or missing items will be resolved based on receipts or written agreements, in line with applicable law.
E-mail: hello@boakerugrestoration.co.uk
15. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.