Terms & Conditions

Premier Rug Cleaning guarantee:

All rugs that are being collected MUST be prepared by the client prior to our arrival. We do not move furniture on the day. If you do require any furniture to be moved this must be arranged at the time of the booking.
Please be advised that whilst we endeavour to remove all stains, we cannot guarantee removal of high acid-based stains, including pet stains and any high acid base stains.
If there has been a pet accident on the rug, we have recommended an antimicrobial wash to remove the odour. Please be aware that the severity of the odour, the age and diet of the pet, will determine the outcome. We do have several different processes to remove pet odours and we will be working hard to remove this odour, often we will need to treat the rug several times. The price you have been quoted for an Anti-Microbial treatment is for up to two treatments. Any additional treatments will incur an additional cost.
The first step in stain removal is the most important one, please contact one of our helpful team for sound advice before attempting any home remedies. Remember, everything you read on the internet isn’t always true.
Every attempt to secure dyes in rugs prior to cleaning is undertaken. However, some dyes in rugs cannot be locked. If your rug has pet accidents this may cause colour bleeding. Premier Rug Cleaning will not accept liability, nor be found at fault if colour bleeding occurs. For further information, please click this link; rugchick.com/protect-your-rugs-from-pet-urine-damage/
Payment is not required at the pickup, payment is required by 12:00 noon the day prior to delivery. This can be via EFT or Credit Card. If you wish to pay by cash, you must be present at the time of the delivery, have the money in an envelope with your name on it and hand it to our driver. Please be advised that under no circumstances will a rug be left without payment.
Once you have accepted the quotation for your rug to be cleaned and the rug has been collected from your home, if you change your mind and you want your rug returned uncleaned or disposed of, we reserve the right to charge a fee of $50.00.
If you relocate or the rug is being delivered to a different address, you must email us your new address within 3 days of your expected delivery. We will not guarantee the scheduled delivery until we verify if your suburb is in the same zone for the 5 business day turnaround guarantee and a free pickup and delivery fee zone. If your suburb is not in the same zone, it will be allocated to the day we are in your zone. If you fail to notify us of a change of address, we reserve the right to charge a fee of $50.00.
If your rug is delivered in plastic, please remove the plastic upon delivery to avoid the rug sweating & retaining moisture inside the bag.

We reserve the right to request a deposit of 50% on any repairs payable at the time of approval.
If you are not delighted with our service or the cleaning of your rug, simply tell us within 48hrs of delivery. We will collect the rug and re-clean it, at no cost to you. No questions asked. We want happy clients!

Preparation for storage

We can prepare your rugs for storage by wrapping them in hessian and inserting moth balls. If prepared by us the rug can be left wrapped for up to 12 months. We do not recommend they stay wrapped any more than 12 months without you opening the rug up, checking it and replenish moth balls.

5-day Service guarantee

We have a guaranteed service delivery time of 5 business days, this excludes secondary treatments that may be needed for stubborn odour and stains. If your rug is not delivered in 5 business days, we will deliver your rug absolutely free of charge.
This applies to rugs that are being cleaned only, and excludes rugs being repaired, stored on site or prepared for storage,

Excludes public holidays, acts of God, vehicle breakdown, injury or illness and extreme weather events.

If you have any questions about our terms and conditions, please do not hesitate to visit our website www.premierrugcleaning.com.au , contact us via email admin@premierrugcleaning.com.au or call us directly on 1800 655 949.

These terms and conditions constitute the full and complete service agreement (the Agreement) between you (the Client) and Premier Rug Cleaning Services (the Company) of 9/38 Computer Road, Yatala QLD 4207 for the provision of Services by the Company. The booking of our Services constitutes your acceptance of these Terms and Conditions.
1. DEFINITIONS
1.1. For the purposes of this Agreement, the following terms shall have the meanings set forth below:
Agreement means these Terms and Conditions, including any amendments or updates, which govern the relationship between the Company and the Client.
Booking means the Client’s request to the Company for their Services, which is confirmed upon acceptance of the Quote and Agreement to these Terms and Conditions.
Company means Rapid Restoration Australia Pty Ltd T/A Premier Rug Cleaning Services, including its successors, assigns, or any person or entity acting on behalf of and with the authority of Premier Rug Cleaning Services.
Client means “ you”, the individual(s), entity, or authorised representative instructing the Company to perform Services under this Agreement. This term also includes any officers, employees, agents, subcontractors, or any other person appointed by the Client to represent or act on behalf of the Client
Invoice means a tax invoice issued by the Company in respect of a Booking, detailing the total amount due, including any approved additional services or charges.
Off-Site Facility means our cleaning warehouse located at 9/38 Computer Road, Yatala QLD 4207
Quote means the estimated cost (inclusive of GST) provided to the Client based on the initial information supplied. The Quote is subject to change upon identification of additional treatment needs, which will be communicated to the Client for approval
Service Date means the date and time the Service is scheduled to commence. Notably if a rug cleaning service is booked, the Service Date is the date the rug is collected from the Client.
Service means the rug cleaning, repair, decontamination, pest treatment and other related or ancillary services that the Company will provide the Client as specified under a Booking.
2. ACCEPTANCE
2.1. By confirming your Booking, you agree to these Terms and Conditions, and the Booking is confirmed once the Quote is approved
3. SERVICES
3.1. Service Types: We provide professional cleaning Services for a range of items, including but not limited to rug cleaning, carpet cleaning, upholstery cleaning, and other textile or fabric-based items. Cleaning methods may vary based on the material, construction, and condition of the item(s).
4. 5-10 Business Day Service Guarantee: We offer a service delivery guarantee of 5-10 business days upon request for standard cleaning services only. This timeframe excludes additional treatments required for persistent odours or stains. The guarantee applies to items being cleaned but excludes items undergoing repairs, being stored, or prepared for long-term storage.
5. PRICING
5.1. Quotes: The initial Quote is based on the information the Client provided at the time of Booking. This Quote may be subject to adjustment following a determination that additional Services are recommended.
5.2. Additional Services: If our initial assessment reveals that further treatments or specialised methods are required, we will provide a revised Quote. Work will only proceed with the Client’s approval of these additional services. Declining recommended services may affect the cleaning outcome.
5.3. Pricing Factors: Pricing is influenced by factors including the item’s size, material, degree of soiling, and any additional treatments requested or recommended.
6. CLIENT RESPONSIBILITIES
6.1. Preparation for Collection: All items scheduled for collection must be rolled, wrapped, and ready for pickup prior to our arrival. We do not move furniture; if furniture must be moved to access the items, arrangements must be made at the Service Date. Failure to prepare the items will result in a $75 preparation fee, unless prior arrangements have been made.
6.2. Missed Pickup/Delivery Fee: Once a pickup or delivery time is confirmed, the Client is responsible for ensuring someone is present at the specified location during the agreed timeframe. If no authorised person is available to receive the driver and the driver must leave, a $50 missed pickup/delivery fee will be charged. The rescheduling of the pickup or delivery will not proceed until this fee is paid.
6.3. After-Care: All after-care instructions provided must be followed, notably: a. If your rug is delivered in protective plastic, please remove the plastic immediately upon delivery to prevent moisture retention, which can damage the rug
6.4. Change of Address: If delivery is required to a different address, the Client must notify us via email with the new address at least 3 days before the expected delivery date. Delivery cannot be guaranteed until the address is verified. If the new address falls outside the original delivery zone, delivery may be rescheduled based on the availability in that area. Failure to provide a new address will incur a $50 fee.
7. PAYMENT TERMS
7.1. Invoicing: Upon completion of the cleaning, an Invoice will be issued detailing the final charges, including any approved additional Services.
7.2. Payment Requirements: Full payment is required prior to the return or delivery of the cleaned item(s), if cleaning was performed at our Off-Site Facility. Accepted payment methods include EFT, credit card and cash.
7.3. Repair Deposit: For any repair services approved by the Client, the Company reserves the right to request a 50% deposit, payable at the time of approval. This deposit is non-refundable if the Client cancels the repair service after work has commenced.
7.4. Retention of Goods: In cases of non-payment, we reserve the right to retain the item(s) until the balance is fully paid. If payment is not made within 14 days, we may pursue recovery of costs or retain the item(s) as permitted by law.
7.5.Disposal of Unclaimed Items: Items not claimed or delivered due to non-payment or lack of communication from the Client after 60 days may be considered abandoned. The Company reserves the right to dispose of or auction unclaimed items after providing notice to the Client, in accordance with applicable laws.
7.6. Late Payments and Interest: In the event that any Invoice remains unpaid after the due date, the Company reserves the right to charge interest on the overdue balance at a rate of 9% per annum, in addition to the current Cash Rate as set by the Reserve Bank of Australia. The Client shall also be responsible for any costs incurred in collecting overdue amounts, including legal fees and court costs if applicable.
8. CANCELLATION AND RESCHEDULING
8.1. Cancellation Policy: Cancellations made at least 48 hours before the scheduled Service Date will receive a full refund. Cancellations within 24 hours of the Service Date will incur a fee calculated at the amount equal to 50% of the Quote amount.
8.2. Rescheduling:Rescheduling: Clients may reschedule without penalty by notifying us at least 24 hours prior to the scheduled Service Date.
8.3. Change of Mind Fee: If the Client decides not to proceed with cleaning after the rug has been collected and requests its return uncleaned or for disposal, a $75 fee will apply.
8.4. Refund Policy: Refunds are available only for Services cancelled within the specified timeframe or if we are unable to complete the Service due to unforeseen circumstances. Refunds are not provided based on dissatisfaction for factors beyond our control, such as preexisting conditions or limitations in stain removal.
9. COMPLAINTS
9.1. Complaints Procedure: To ensure we address any issues promptly, all complaints must be submitted within 48 hours of receiving the cleaned item(s). Complaints submitted after this period may not be eligible for review, and the Service may be considered accepted. Complaints should be submitted through our online form, available here
9.2. Resolution Process: Upon receiving your complaint, our team will review the details and contact you within 3-5 business days to discuss potential solutions. We aim to resolve all complaints in a fair and timely manner.
10. LIMITATIONS OF LIABILITY
10.1. Rug Storage: The Company does not assume liability for damage if items are stored for over 12 months without inspection.
10.2. Stain Removal Limitations: While we strive to remove all stains, we cannot guarantee the removal of high acid-based stains, such as pet stains.
10.3. Dye Stability: Despite our best efforts to stabilise dyes during cleaning, certain rugs with pet stains may experience colour bleeding. Premier Rug Cleaning does not accept liability for colour bleeding due to dye instability.
10.4. Damage Waiver: While we exercise due care, the Client acknowledges that certain materials and older or delicate items may be susceptible to damage despite best efforts. We are not liable for unavoidable damages arising from cleaning processes on sensitive materials.
10.5. Inherent Risks: Some items may experience minor changes in colour, texture, or fibre integrity post-cleaning. The Client accepts these inherent risks and waives any claims against us for minor changes arising from the cleaning process.
10.6. Exclusions of Liability: We are not responsible for damages resulting from undisclosed issues or inherent vulnerabilities in the item. In the event of significant damage due to our negligence, our liability is limited to the item’s fair market value.
10.7.Claim Period: All claims regarding damage or dissatisfaction must be made within 48 hours following the return of the item post Service. We assume acceptance of service quality after this period.
10.8.Indemnification: The Client agrees to indemnify and hold harmless the Company, its employees, agents, and affiliates from any claims, damages, liabilities, or expenses arising out of or related to the Client’s breach of this Agreement, including but not limited to undisclosed item conditions, environmental exposure, or failure to adhere to aftercare instructions.
11. HEALTH AND SAFETY
11.1.Chemical Use and Allergens: We use industry-approved cleaning solutions; however, we cannot guarantee complete removal of allergens. Please notify us of any allergies or sensitivities before booking.
12. GENERAL TERMS
12.1.Governing Law: This Agreement is governed exclusively by the laws of Queensland.
12.2.Confidentiality: The Client agrees not to disclose, share, or otherwise make available any Confidential Information of the Company to third parties without the Company’s prior written consent. “Confidential Information” includes, but is not limited to, any non-public technical data, trade secrets, cleaning methods, pricing structures, business practices, or any other proprietary information disclosed to the Client as part of the Services provided. This obligation shall survive the completion or termination of this Agreement.
12.3. Dispute Resolution: Any disputes under or in connection with these terms will first be attempted to be resolved amicably. Failing that, the parties agree to submit to mediation before pursuing litigation.
12.4. Force Majeure: We are not liable for delays or inability to provide Services due to circumstances beyond our control, including but not limited to natural disasters, public health crises, or other unforeseen events.
12.5.Severability: If any provision of this Agreement is found to be invalid, illegal, or unenforceable, the remaining provisions will remain in full force and effect. The parties agree to substitute any invalid provision with a valid one that reflects the parties’ original intent as closely as possible.