Terms & Conditions
Boake Rug Restoration - Terms & Conditions
Last updated: 04/12/2025
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:
Essential Clean: Includes dusting and sanitation treatment offered at a reduced cost.
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. Services are available within the UK only.
4.3 Boake Rug Restoration cannot guarantee cleaning outcomes and any cleaning-related disputes must be addressed directly with the cleaning provider.
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, 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. Collection and Delivery
6.1 Collection and delivery within the UK are offered for customer convenience, but must be arranged in advance.
6.2 Rugs will not be accepted or returned at the owner’s private residence without prior arrangement to protect privacy and security.
6.3 Reasonable care will be taken during transport, but Boake Rug Restoration is not liable for incidental damage unless due to gross negligence.
7. Payment Terms
7.1 A 50% deposit is required upfront to secure your order.
7.2 The remaining balance is payable upon completion of restoration and before the rug is returned.
7.3 All quotes and agreements are confirmed in writing by email and are binding.
8. Turnaround Times and Delays
8.1 Turnaround times depend on workload and subcontracted cleaning schedules.
8.2 Repair dates will be confirmed in advance; no discounts or compensation will be provided for delays outside Boake Rug Restoration’s control.
9. Cancellation and Refunds
9.1 Orders may be cancelled any time before receiving the pre-inspection form.
9.2 If no materials have been ordered, 50% of the deposit may be refunded at the company’s discretion.
9.3 If materials have been ordered, the 50% deposit is non-refundable.
9.4 If the work has started, 100% of the estimate is payable in full, before the return of the rug.
10. Pre-Repair Inspection, Estimate Terms & Work Approval
10.1 A Pre-Repair Inspection Form will be completed before any work begins and sent to the customer. This process is mandatory, and the inspection report is considered final.
10.2 Once repair work has begun, the process cannot be reversed, and certain repairs may permanently alter the rug’s appearance, structure, or value.
11. Right to Refuse or Suspend Work
Boake Rug Restoration reserves the right to refuse, suspend, or stop work at any time if:
11.1 The rug’s condition makes repair or restoration unsafe, impractical, or likely to result in further damage.
11.2 The customer engages in behaviour that interferes with the safe or effective completion of the work, including being rude, imposing unreasonable time pressures, or insisting on a price cap.
11.3 Payment, materials, 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, or time already invested.
11. 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.
12. 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
13. 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.