Terms and Conditions

1Who these terms cover and how you accept them

These Terms and Conditions (“Terms”) apply to every service provided under The Rugs Spa brand at all of our locations and through therugsspa.com. The website and brand are operated by 16417086 Canada Inc. Services at each location are provided by the operator of that location (“The Rugs Spa”, “we”, “us”), as shown on your intake ticket or invoice. Services include rug care, carpet cleaning, upholstery cleaning, mattress cleaning, duct cleaning, window cleaning, tile and grout cleaning, and pickup and delivery.

You accept these Terms when you do any of the following:

• book a service online (including ticking the box agreeing to these Terms on our booking or quote form), by phone, by text or by email;
• sign or accept an intake ticket when you drop a rug or other item at one of our locations;
• hand an item to our pickup driver; or
• allow our team to start work at your home or business.

Our booking form, intake ticket and driver app each include a link to these Terms, and you will be asked to initial the sections on liability and claims (4) and unclaimed items (5) on your intake ticket. If you do not agree with these Terms, please do not book or leave items with us.

We may update these Terms from time to time. The version posted on therugsspa.com on the day you book or drop off is the version that applies to that service.

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2Prices and quotes

Prices shown on therugsspa.com, in ads, on social media or given over the phone are starting prices only. They are not estimates and they are not a quote. The only binding price is the written quote we give you after inspecting the item or area, which you approve before we start work.

• We confirm the price only after we inspect the item or the area in person, measure it and identify any extra treatment it needs. If the work turns out to need more than the approved quote covers, we will stop and get your approval before continuing.
• Website prices cover standard care of a standard item. Extra charges may apply for pet urine or odour treatment, heavy soiling, stain treatment, mould, moth damage, fringe work, repairs, oversized or heavy items, rush service, extra travel distance or difficult access. We will explain any extra charge before applying it.
• On-site services (carpet, upholstery, mattress, duct, window, tile and grout) are subject to a minimum service charge per visit. The current minimum is shown next to the service prices on our website and is told to you when booking.
• All prices are in Canadian dollars and exclude HST unless stated otherwise. HST is added at checkout.
• We may change our prices at any time. A price change does not affect a service you already booked and we already confirmed.
• If a price is shown by mistake on our website or in any material, we are not required to honour it. We will tell you the correct price and you may cancel without charge if you do not accept it.
• Promotions and discounts cannot be combined unless we say so, and each has its own conditions and end date.
• If you approve a quote at your home or business, we will give you a written copy. Where Ontario law gives you a cooling-off period, you may cancel within that period as the law allows. If you ask us to start work before that period ends, we will ask you to confirm that request in writing.
• Duct cleaning is booked only when you contact us to request it. Our team will not offer or sell duct cleaning to you in your home during a visit for another service.

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3Inspection and the normal risks of rug and textile care

We inspect every item before care and record its condition, including any existing damage we can see. Our inspection is done with reasonable care, but hidden problems cannot always be found before cleaning.

By leaving an item with us you agree that the following can happen during proper care even when we use the right methods, and that we are not responsible for them:

• Colour bleeding, dye migration or fading, especially on hand-dyed, vegetable-dyed, tea-washed or over-dyed rugs, and on rugs that were previously treated or cleaned with the wrong products
• Shrinkage, stretching, curling, buckling, wrinkling or a change in size or shape, especially on wool, cotton foundations, viscose, silk, jute, sisal and other natural fibres
• Texture change, fibre distortion, pile crushing or loss of sheen on viscose, rayon, bamboo silk, art silk and similar fibres, which are known to react to water
• Weak, dry-rotted or moth-eaten foundations, loose fringe, worn edges or old repairs opening up once dirt that was holding them together is removed
• Stains, pet urine, wine, ink, dye or bleach marks that do not fully come out, or that become more visible after cleaning
• Odours that return after cleaning, especially pet odours that have reached the foundation or backing
• Latex, glue or rubber backing breaking down, crumbling or leaving marks on tufted, machine-made or padded rugs
• Pre-existing damage of any kind, whether or not it was noted at inspection

If we believe an item is too fragile or too damaged to clean safely, we may refuse the service or ask you to sign a separate waiver before we proceed. Where we proceed on your instruction after warning you of a risk, you accept that risk.

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4Damage, loss, insurance and claims

Each location operator carries commercial insurance. If an item is damaged or lost because of our negligence, we will handle it in good faith under this section.

What we are responsible for. Loss or damage while your item is in our care that is caused by our failure to take reasonable care, such as a handling error or an accident in our vehicle.

What we are not responsible for. The normal risks listed in section 3, pre-existing damage, damage caused by defects in the item or its materials, damage caused by earlier cleaning or treatment by others, and any loss that comes from you giving us wrong information about the item (for example its fibre, dye or origin).

Limit of our liability. To the extent permitted by law, including the Consumer Protection Act, 2002 (Ontario) for consumers, our total liability for any item is limited to the lowest of:

1. the cost to repair the item;
2. the fair market value of the item at the time of the loss, taking its age and condition into account, and not its original purchase price or replacement price as new; or
3. ten (10) times the price you paid us for the care of that item.

If you wish to declare a higher value for a rug before we accept it, you must tell us in writing at drop-off or pickup and provide a recent written appraisal from a qualified appraiser. We may accept the item at the declared value, charge an additional fee, ask for a separate written agreement, or decline the service.

No indirect losses. We are not liable for any indirect, consequential or special loss, including loss of use, loss of enjoyment, sentimental value, loss of income, or costs of temporary replacements, even if we were told these were possible.

Claims procedure. To make a claim you must:

1. Inspect your item at delivery or pickup, and tell us in writing (by email to info@therugsspa.com or by text to +1-844-784-7772) about any damage or missing item within 7 days of receiving it. If damage could not reasonably be seen at that time, tell us within 7 days of noticing it and no later than 30 days after delivery.
2. Keep the item as it is, with all tags, and give us a reasonable chance to inspect it and to try a correction or re-treatment first.
3. Provide photos, and where relevant, proof of purchase or an appraisal.

If you are a consumer, telling us after these time limits does not cancel your claim or your legal rights. It may make it harder for us to confirm what happened, and we may take the delay into account when we assess the claim.

We will review every claim promptly and in good faith and, where covered, may refer it to our insurer. Payment of a claim is our full and final settlement for that item. An accepted claim does not admit liability for anything else. Nothing in this section limits rights you have as a consumer under the Consumer Protection Act, 2002 (Ontario) that cannot be waived.

On-site services. For carpet, upholstery, mattress, duct, window and tile and grout work at your home or business, you are responsible for moving fragile, valuable or breakable items out of the work area and for telling us about anything we should know (loose tiles, damaged flooring, existing leaks, electrical or ductwork problems). We are not responsible for damage to items you did not move, or for issues that already existed.

Moving furniture. Rugs must be free of furniture before pickup, delivery or on-site cleaning. If you ask our team to help move furniture, we may agree to help as a courtesy, and we may charge for it. Our team may decline, for example if an item is too heavy, fragile or valuable. If our team helps move furniture at your request, you accept the risk of that move. To the extent permitted by law, we are not responsible for any damage to the furniture, the rug, your floors, walls or other property that happens while the furniture is being moved.

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5Pickup, delivery, storage and unclaimed items

• Pickup and delivery windows are estimates. Traffic, weather and volume can change them. We will do our best to keep you informed.
• Doorstep service only. Rug pickup and delivery are doorstep services. Our driver collects rugs from, and returns them to, your front door or another ground-level entrance we agree with you. For pickup and delivery, our team does not come inside to remove, lay or place rugs, and does not move or put back furniture. Please have your rugs free of furniture and ready at the door at the agreed time. If no one is available at the agreed time, we may charge for a second trip.
• Turnaround times we give you are estimates, not guarantees. Specialty care, repairs, odour treatment and busy seasons take longer.
• Items are stored at our facility at no charge for 14 days after we tell you they are ready. After 14 days we may charge a storage fee of $5 per item per day.
• Items not collected or delivered within 90 days after we tell you they are ready are considered unclaimed. We have a lien on every item for the unpaid price of our work and storage. We will contact you at least twice using the contact details on file. If the item is still not collected, we may sell it in accordance with the Repair and Storage Liens Act (Ontario), including giving the notices that Act requires. Money from a sale is applied to what you owe, and any amount left over is paid to you as the Act requires. If the sale does not cover what you owe, you will still owe the balance.
• We are not responsible for items left at our locations outside business hours or without a completed intake ticket.

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6Payment, cancellations and rescheduling

• Payment is due in full when the work is completed, or before we release a rug at pickup or delivery. We may ask for a deposit on large, specialty or repair jobs before we start.
• We accept the payment methods listed on our website or at our locations.
• Unpaid balances may be charged interest of 2% per month, compounded monthly (26.82% per year), from the due date, plus any reasonable collection costs.
• We may keep an item until its balance is paid in full.
• For on-site services, please give us at least 24 hours’ notice to cancel or reschedule, or let us know as soon as you can. We do not charge a cancellation fee.
• We may cancel or reschedule a visit because of weather, safety concerns, or staff or equipment availability. If we cancel, you will not be charged for that visit.

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7Privacy and confidentiality of your information

We collect and keep personal information to provide our services and keep proper records. This includes your name, address, phone number, email, service history, notes about your items, photos of your items, payment records and messages between you and us. We handle this information under the Personal Information Protection and Electronic Documents Act (PIPEDA) and our Privacy Policy on therugsspa.com.

How we use it. To book and deliver services, contact you about your order, process payment, keep service and warranty records, handle claims, and meet legal and tax requirements. We send you offers and promotions only if you expressly opt in, and you can withdraw that consent at any time using the unsubscribe link or by replying STOP.

Who sees it. Our staff and franchise locations who need it to serve you, and trusted service providers who work for us (booking and CRM software, payment processors, messaging and email tools, insurers when handling a claim, and accountants). These providers may store data outside Canada and are bound to protect it. We do not sell or rent your personal information to anyone.

Confidentiality. We treat your service records, item details, addresses and access instructions as confidential. We share them only as described here, when you ask us to, or when the law requires it (for example a court order).

Security and retention. We use reasonable physical, technical and administrative safeguards to protect your information. We keep records for as long as needed to serve you, handle claims and meet legal requirements, and then delete or anonymize them.

Your rights. You may ask to see, correct or delete the personal information we hold about you by contacting us at the details below. Some records must be kept by law even after a deletion request.

Privacy contact. Our Privacy Officer is responsible for how we handle personal information. You can reach the Privacy Officer at info@therugsspa.com or by mail at the address below.

Calls and messages. Calls to our main line may be recorded for quality and training. You will hear a notice at the start of a recorded call and may ask to speak without recording. By giving us your phone number you agree to receive service-related calls and text messages about your booking, pickup, delivery and payment. Message and data rates may apply. Reply STOP to end text messages.

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8Photos, reviews and marketing

• We photograph items at intake, during care and before delivery for our records and for handling any claim.
• We may use photos and short videos of items in our marketing, social media and website, but only where the item, the room or the background cannot be linked to you or your home, and never with your name, face or address. Tell us in writing at any time if you do not want this and we will not use your item.
• Reviews you post publicly may be quoted by us in our marketing. Ask us and we will remove any quote of yours.
• Our name, logo, website content and marketing materials belong to 16417086 Canada Inc. and its licensors and may not be copied without written permission.

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9Disputes, governing law and general terms

Talk to us first. If you have a problem with our service, contact the location that served you or our main line at +1-844-784-7772 so we can try to fix it. Most issues are resolved with a re-treatment or a fair adjustment.

Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply in Ontario. Any dispute that cannot be settled between us will be brought in the courts of Ontario, and you agree to their jurisdiction. Nothing in these Terms removes rights you have under the Ontario Consumer Protection Act, 2002, or other laws that cannot be waived.

Time limit for claims (business customers only). If you are receiving services for a business rather than as a consumer, any legal claim against us relating to a service must be started within one year after the service was completed. This paragraph does not apply to consumers.

Website use. Content on therugsspa.com is provided for general information and may contain errors or out-of-date details. We may change or remove content at any time. Links to other websites are not endorsements and we are not responsible for their content.

Entire agreement. These Terms, your intake ticket or invoice, and our Privacy Policy form the whole agreement between you and us for a service. Nothing said by staff changes these Terms unless it is written on your ticket or confirmed to you in writing by management.

Severability, waiver and language. If any part of these Terms is found unenforceable, the rest still applies. If we do not enforce a term in one case, we can still enforce it later. Headings are for convenience only. If these Terms are translated, the English version governs.

Contact. The Rugs Spa, 16417086 Canada Inc., 428 Gibraltar Dr, Unit 7, Mississauga, Ontario · +1-844-784-7772 · info@therugsspa.com · therugsspa.com

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