Terms and Conditions

Website usage terms and conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Arcadia Rug Spa’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Arcadia Rug Spa’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Hartford Business Centre Unit 7, Chester Road, Hartford, Northwich, Cheshire, CW8 2AB. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties: Privacy policy information.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

General Disclaimer
The information contained in this website is for general information purposes only. The information is provided by [company_name] and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose.

  • Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
  • Through this website you are able to link to other websites which are not under the control of [company_name]
  • We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
  • Every effort is made to keep the website up and running smoothly. However, [company_name] takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Your Consent

By using our site, you consent to our terms and conditions.

Changes to our Terms 

If we decide to change our terms and conditions, we will post those changes on this page.

Privacy policy

Please also visit our Privacy policy section establishing the use, disclaimers, and limitations of liability regarding your private information and the usage of our website.

Contacting Us 
If there are any questions regarding our terms and conditions you may contact us using the information below
Tel: 01606 882712 or at Hartford Business Centre Unit 7, Chester Road, Hartford, Northwich, Cheshire, CW8 2AB
Terms and Conditions of use of our services
1. 1 These Terms and Conditions represent a contract between Arcadia Rug Spa and the
1.2 Both parties shall ensure that their respective responsibilities under this agreement are
undertaken in compliance with all statutory regulations and codes of conduct.
1.3 The Customer agrees that any use of Arcadia Rug Spa services, including placing an order
for services by telephone, email, website forms shall constitute the Customer’s acceptance
of these terms and conditions.
1.4 Unless otherwise agreed in writing by Arcadia Rug Spa, these Terms and Conditions
shall prevail over any other terms of business or purchase conditions put forward by the
1.5 No variation or alteration of these terms and conditions shall be valid unless approved in
writing by Arcadia Rug Spa.
1.6 Arcadia Rug Spa reserves the right to make any changes to any part of these terms and
conditions without giving any prior notice. Any alterations will apply to new business but
not existing business.
2 Payment
2.1 Unless otherwise agreed in writing by Arcadia Rug Spa, payment is requested on the
completion of the work. The Customer must make payment by cash, cheque or debit/credit
card upon collection of the Customer’s rug.
2.2 If payment of bank transfer is agreed with the Customer, it is to be arranged no later than
a day before the day of the rug cleaning. Arcadia Rug Spa reserves the right to cancel an
appointment in failure of receiving the bank transfer in advance.
2.3 Arcadia Rug Spa reserves the right to charge interest on invoiced amounts unpaid for more
than 30 days at the rate of 8% per annum above the Bank of England base rate from the due
date until the date of actual payment under the Late Payments Act.
2.4 Arcadia Rug Spa reserves the right to charge £30.00 administrative fee, plus any solicitors’
fees, in addition to the balance due, for any account we must refer for collection.
2.5 All bank charges incurred due to a Customer’s cheque being returned unpaid will be passed
to the Customer at a flat rate of £30.00 per cheque.
2.6 The Customer agrees to and authorises Arcadia Rug Spa to charge the Customer’s debit/
credit card that has been provided to Arcadia Rug Spa with any outstanding amounts owed
to Arcadia Rug Spa.
2.7 Where such alternative arrangements have been made the Customer must make payment
within 30 days of the invoice date.
2.8 The rates of payment by Arcadia Rug Spa shall be as agreed between Arcadia Rug Spa and
the Customer. The Customer shall make no reduction or retention from the sum due under
any invoice.
2.9 All payments must be made in Great Britain Pounds.
3. Cancellations
3.1 The Customer can cancel the scheduled service by giving prior notice 48 hours before the
cleaning without incurring any cancellation fees otherwise a fee of £20.00 will be charged.
4. Claims
4.1 The Customer agrees that due to the nature of the service Arcadia Rug Spa guarantees
only to correct any problems reported within 24 hours of the completion of the service. If a
problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted
as a valid claim.
4.2 The Customer must return the rug of the claim within 24 hours to correct the problem.
4.6 Any refunds or adjustments must be requested to Arcadia Rug Spa directly and subject to
approval by Arcadia Rug Spa.
4.9 Any attempt to commit insurance fraud or any use of false information to commit any type of
fraud will be prosecuted to the fullest extent of the law together by Arcadia Rug Spa and the
Insurance Provider(s). Monetary compensation as well as legal fees may incur.
5. Liability
5.1 Arcadia Rug Spa shall not be liable under any circumstances for any loss, expense, damage,
delay, costs or compensation (whether direct, indirect or consequential) which may be
suffered or incurred by the Customer arising from or in any way connected with:
5.1.1 Its failure to carry out its services as a result of factors that are beyond its control.
Factors beyond its control include acts of god, floods, severe weather conditions,
and inability to gain access to premises, lack of appropriate resources, such as
water, electricity, and lighting.
5.1.2 When the Customer makes arrangements with Arcadia Rug Spa to pick up rug/s or
delivery of rug/s, Arcadia Rug Spa are not responsible whatsoever for damage of
any household or business item or structure, unless Arcadia Rug Spa’s conduct is
grossly negligent.
5.1.3 Late arrival of Arcadia Rug Spa operatives at the Customer’s address for collection.
Arcadia Rug Spa endeavours to be on time on any visit but sometimes due to
transport related and other problems which are beyond the Arcadia Rug Spa
control, Arcadia Rug Spa may arrive with a delay or the pick-up/delivery visit may
be re-scheduled.
5.1.4 Any existing damage to the Customer’s property in the form of old stains/burns/
spillages etc. which cannot be cleaned/removed completely by Arcadia Rug Spa
using the industry standard cleaning methods.
5.1.5 Non satisfactory result from the service due to the Customer walking on the rug(s)
during or shortly after the cleaning process.
5.2 Arcadia Rug Spa shall not be liable for the shrinkage, texture change, white knots, latex
glue breakdown/dust, fugitive dyes or any other defects which may appear during the or
resulting from the cleaning process or any other service provided. Arcadia Rug Spa does not
guarantee the removal of spots, stains discolorations or other defects or problems. Arcadia
Rug Spa is also not liable for any pre-existing damage, defect or inherent vice present in any
rugs or any other item submitted to Arcadia Rug Spa for any service.
5.3 Arcadia Rug Spa shall not be liable for Rugs expanding or ripples forming during and/or after
the cleaning when this is as a result of factors such as fibre content, wear and tear, weak.
5.4 Arcadia Rug Spa shall not be responsible for a poor result in cleaning where this is a result
of considerable wear and tear and/or staining to the rug fibres prior to the service being
carried out.
5.5 Arcadia Rug Spa shall not be liable for any odours arising during and/or after cleaning when
this is due to factors such as, storing of rug in damp place or incorrect storage of rug.
5.6 Arcadia Rug Spa where agreed prior with the Customer in the event of the rug being
damaged whilst in the care of Arcadia Rug Spa due to fire or theft, the Customer will be
reimbursed to the second hand value of the rug.
5.7 The Customer will be charged for storage of rugs, if said items are not picked up or accepted
for delivery by the Customer within 30 days of notification that they are ready. Notification is
defined as a telephone message, telephone text, email or letter. Said storage is 10% of the
invoice charge per month. For example, if the cleaning invoice is £100, the Customer will be
charged £10.00/month for the storage of the said items are not picked up by the Customer
or accepted for delivery by the Customer with 30 days of notification the item(s) is ready.
5.8 The Customer agrees to Arcadia Rug Spa selling the rug on or thereafter 90 days from the
date he/she has be contacted to collect the rug.
5.9 If Arcadia Rug Spa have been notified by the Customer, that rug/s collection will be
made on behalf of the Customer by a friend or family member, Arcadia Rug Spa accept
no responsibility for damages or loss of rug/s once the rug/s have left Arcadia Rug Spa’s
5.10 If the Customer loses’s their proof of Arcadia Rug Spa’s rug cleaning receipt and the
Customer has not informed Arcadia Rug Spa, Arcadia Rug Spa accept no responsibility for
loss of rug by collection of the Customer’s rug by a person/s not known to the Customer.
6. Supplementary Terms
6.1 If any estimates of how long it will take Arcadia Rug Spa to do the job required are being
provided that is only an estimate based on the average time it takes to clean the rug, it being
difficult to estimate precisely how long such tasks may take and that a degree of flexibility
may be required.
6.2 If any estimates of how long it will take the rug to fully dry after a hot water extraction clean
are provided, that is only an estimate and therefore a degree of flexibility may be required.
6.3 Quotations based upon size and descriptions given to the Customer over the telephone or
internet are subject to review and correction upon inspection at Arcadia Rug Spa’s premises.
6.4 The Customer understands that the price they have been quoted is not for a “package deal”
and does not include anything apart from the rug cleaning agreed on the quotation.
6.5 All services shall be deemed to have been carried out to the Customer’s satisfaction unless
written notice is received by Arcadia Rug Spa with details of the complaint within 24 hours of
the work being completed. Arcadia Rug Spa will fully investigate any complaint and attempt
to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard.
6.6 The Customer agrees to allow Arcadia Rug Spa too re-clean and inspect any disputed areas
before arranging a third party to carry out services.
6.7 Arcadia Rug Spa requires the presence of the Customer in the beginning and at the end of
the cleaning session so an inspection can be carried out and if any corrections are needed,
should be made on the same day. If a Customer is not completely satisfied with the rug
cleaning services, Arcadia Rug Spa will re-clean any areas and item/s before the completion
of the service on the same day.
6.8 Arcadia Rug Spa may take up to 5 working days to respond to a complaint.
6.9 Complaints are accepted in writing (letter or email). Complaints must be reported on
completion or in the following 24-hour.
6.10 The Customer should appreciate that rugs often will not have a consistent appearance after
cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in
areas of the rug and cleaning cannot rectify this. Stains are not always visible before dirt is
removed and it may not be possible to remove those stains completely. Arcadia Rug Spa
will use its best efforts to provide a good result but the Customers are asked to be aware of
these limitations which are common to all cleaning operations.
6.11 In the case of damage Arcadia Rug Spa will try to repair the item/s if it agrees that it caused
the damage. If the item/s cannot be repaired Arcadia Rug Spa will rectify the problem
through its insurance company by crediting the Customer with the item/s if it is proven to be
by Arcadia Rug Spa.
6.12 Arcadia Rug Spa reserves the right not to be responsible for: delay for a cleaning visit due to
a traffic congestion, postponed service due to broken equipment, job not complete due to
lack of hot water or power, accidental damages worth up to £100 or less.
6.13 Arcadia Rug Spa take and use pictures of rug cleaning to promote Arcadia Rug Spa online
via the website and social media channels. Arcadia Rug Spa respect/respects the Customers
privacy and will not share any Customers data alongside any pictures taken. If the Customer
does not want pictures taken of their rugs, please get in touch – 01606 882712.
6.13.1 The Customers details, including email address/mobile number, may be used to
keep the Customer informed about Arcadia Rug Spa future products/services/
events or offers. If the Customer does do not want to receive such information,
please get in touch – 01606 882712.
6.13.2 Arcadia Rug Spa respect/respects the Customers privacy and will not share their
personal data with any third parties.
7. Customer Satisfaction
7.1 The Customer understands that he/she is not entitled to any refunds unless agreed by
Arcadia Rug Spa.
7.2 If the Customer is not satisfied with the rug cleaning service provided and a complaint
has been placed in the stated 24 hours after the job has been completed, Arcadia Rug
Spa reserves the right to re-clean any areas to the Customers satisfaction. Therefore, the
Customer must return the rug and he/she should be at present at all times during the reclean
7.4 Arcadia Rug Spa reserves the right to clean a rug not more than once.
7.5 Arcadia Rug Spa require the Customer to return the rug within 24 hours to correct the
7.6 Arcadia Rug Spa shall not be liable for the shrinkage of rugs.
7.7 Arcadia Rug are not responsible for any existing damage to the Customers rug in the form
of old stains/burns/spillages etc. which cannot be cleaned/removed completely by Arcadia
Rug Spa using the industry standard cleaning methods.
8. Insurance
8.1 Arcadia Rug Spa shall insure all work it undertakes. Arcadia Rug Spa’s public liability
insurance covers damages caused by an employee working on behalf of Arcadia Rug Spa
and includes treatment risk and fidelity risk covers as standard. All claims are subject to an
excess of £50.00.
9. Telephone Recordings
Calls may be recorded for training and quality purposes.

What our Customers say about our rug cleaning and rug repair service in Cheshire

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Come visit our rug cleaning facility in Northwich, Cheshire.

Pick up the phone or send us an email with any questions you have about our rug cleaning and restoration services. Alternatively, feel free to drop in and say hello! 

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4.8 46 reviews

  • Avatar Alan Smith ★★★★★ a year ago
    Very impressed with the quality of service and the friendliness of the staff. The pricing was very fair and I considered it very reasonable for the work. Highly recommended company.