About Us

The Rug Cleaning Shop is a trade supply brand operated by The Rug Laundry Ltd, a company registered in England and Wales. References to “we”, “us” and “our” in these terms refer to The Rug Laundry Ltd trading as The Rug Cleaning Shop.

Eligibility and Trade Use

The Rug Cleaning Shop is a trade supplier. Our products are intended for use by professional rug cleaners, carpet cleaning specialists, and other trade customers operating as businesses.

By placing an order with us, you confirm that:

• You are purchasing on behalf of a business, not as a consumer
• You are at least 18 years of age
• You have the authority to enter into a binding contract on behalf of your business
• You will use the products in a professional context and in accordance with the product guidance provided

Products and Descriptions

We take care to ensure that all product descriptions, specifications and imagery on our website are accurate. However, we cannot guarantee that descriptions are entirely free from error. If you receive a product that materially differs from its description on our website, please contact us and we will resolve the matter promptly.

Product images are for illustrative purposes. Packaging and labelling may vary between production batches without affecting product performance or specification.

We reserve the right to withdraw, amend or substitute any product at any time without prior notice. If a product you have ordered becomes unavailable after your order has been placed, we will contact you to discuss alternatives or arrange a full refund.

Placing an Order

When you place an order through our website, the following process applies:

• You will receive an automated order acknowledgement email confirming we have received your order. This does not constitute acceptance of your order
• Your order is accepted when we send you a dispatch confirmation email, at which point a legally binding contract is formed between you and us
• We reserve the right to refuse or cancel any order at our discretion, including where products are out of stock, where pricing errors have occurred, or where we have reason to believe the order is fraudulent
• If we cancel your order after payment has been taken, a full refund will be issued promptly

Please ensure all order details — including your delivery address and contact information — are accurate at the time of placing your order. We cannot accept responsibility for delays or failed deliveries resulting from incorrect information provided by you.

Pricing and Payment

All prices displayed on our website are in pounds sterling (GBP) and are exclusive of VAT unless otherwise stated. VAT will be added at the applicable rate at checkout.

We reserve the right to change our prices at any time without prior notice. The price applicable to your order is the price displayed at the time you place your order.

Accepted Payment Methods

• Major credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Other payment methods as displayed at checkout

Payment is taken in full at the time of ordering. We do not offer credit accounts or invoice terms unless separately agreed in writing.

All payment transactions are processed securely through our payment provider. We do not store card details on our servers. In the event of a pricing error on our website, we are under no obligation to supply products at the incorrect price and will contact you to resolve the matter.

Delivery

Delivery Areas

We currently deliver to addresses within the United Kingdom. If you require delivery outside the UK, please contact us to discuss availability and costs.

Delivery Timescales

Estimated delivery timescales are displayed at checkout and in your order confirmation. These are estimates only and not guaranteed. We will not be liable for delays caused by circumstances outside our reasonable control, including carrier delays, extreme weather or customs issues.

Delivery Charges

Delivery charges are calculated at checkout based on the weight, volume and destination of your order. Free delivery thresholds may apply and will be displayed on the website.

Failed Deliveries

If a delivery attempt is unsuccessful, our carrier will leave a notification card or contact you directly. It is your responsibility to arrange redelivery or collection within the timeframe specified by the carrier. If a parcel is returned to us due to a failed delivery, re-delivery charges will apply.

Damaged or Missing Items

Please inspect your delivery promptly upon receipt. If goods arrive damaged or items are missing from your order, please notify us within 48 hours of delivery by emailing hello@therugcleaningshop.co.uk with photographic evidence where possible. Claims made after this period may not be accepted.

Returns and Refunds

As a business-to-business supplier, our returns policy applies to trade customers only and differs from consumer returns rights.

Faulty or Incorrect Products

If you receive a product that is faulty, damaged in transit, or materially different from what you ordered, please contact us within 48 hours of delivery. We will arrange collection and issue a full replacement or refund at no cost to you.

Change of Mind Returns

We accept change of mind returns on unopened, unused products in their original packaging within 14 days of delivery, subject to the following conditions:

• Products must be returned in a saleable condition in their original, sealed packaging
• You must contact us before returning any goods to obtain a returns authorisation
• Return postage costs are the responsibility of the customer unless the return is due to our error
• A restocking fee of 15% may apply to change of mind returns

Non-Returnable Items

The following items cannot be returned:

• Opened or partially used chemical products
• Products that have been damaged after delivery through improper storage or handling
• Bespoke or specially ordered items

Refunds

Approved refunds will be processed to the original payment method within 5–10 working days of us receiving the returned goods or agreeing the refund. We will notify you by email when the refund has been processed.

Cancellations

You may request to cancel your order at any time before it has been dispatched by contacting us at hello@therugcleaningshop.co.uk. We will make every effort to action cancellation requests promptly, but cannot guarantee cancellation once an order has entered the dispatch process.

If your order has already been dispatched at the time of your cancellation request, you will need to return the goods in accordance with our Returns Policy above.

Limitation of Liability

To the fullest extent permitted by law, our total liability to you in connection with any order or use of our products shall not exceed the total value of the order in question.

We shall not be liable for any of the following, whether arising in contract, tort or otherwise:

• Loss of profit, revenue or business
• Loss of anticipated savings
• Loss of goodwill or reputation
• Any indirect or consequential loss
• Damage to property, equipment or rugs resulting from incorrect product use, incorrect dilution, or failure to follow product guidance

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

Safe and Correct Product Use

Our products are professional-grade cleaning chemicals intended for use by trained trade professionals. By purchasing from us, you confirm that you have the necessary knowledge, training and equipment to handle and use these products safely and correctly.

You agree to:

• Read and follow all product instructions, dosage guidelines and safety data sheets before use
• Store products safely in accordance with the guidance provided and all applicable regulations
• Use appropriate personal protective equipment (PPE) when handling chemical products
• Dispose of products and packaging in accordance with local environmental regulations
• Not use products for any purpose other than their intended application
• Keep products out of reach of children and members of the public

Safety Data Sheets (SDS) are available for all products upon request. Please contact us at hello@therugcleaningshop.co.uk if you require this documentation.

Intellectual Property

All content on The Rug Cleaning Shop website — including text, images, logos, graphics, guides and product descriptions — is the intellectual property of The Rug Laundry Ltd or our licensors and is protected by copyright and other intellectual property laws.

You may not reproduce, distribute, modify or use any content from our website for commercial purposes without our prior written consent. You may share links to our content and reference our guides for legitimate trade purposes, provided appropriate attribution is given.

Product names, trademarks and brand names referenced on our website (including the Tornado range and Protima) remain the property of their respective owners.

Website Use

You agree to use our website only for lawful purposes and in a manner that does not infringe the rights of others or restrict their use and enjoyment of the website.

You must not:

• Use the website in any way that could damage, disable or impair its functionality
• Attempt to gain unauthorised access to any part of the website or its underlying systems
• Use automated tools to scrape, crawl or extract data from the website without our consent
• Transmit any unsolicited commercial communications through the website
• Upload or transmit any malicious code, viruses or harmful content

We reserve the right to suspend or terminate access to our website for any user who breaches these terms.

Our website is provided on an “as is” basis. While we take reasonable steps to ensure availability and accuracy, we do not guarantee that the website will be uninterrupted, error-free or free from viruses. We will not be liable for any loss resulting from website downtime or technical issues outside our control.

Privacy

Your use of our website and the personal data you provide when placing an order is governed by our Privacy Policy. By using our website and placing an order, you confirm that you have read and understood our Privacy Policy.

Governing Law

These Terms of Service and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

Any disputes arising from these terms or your use of our website and products shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless you and we agree otherwise in writing.

We are committed to resolving disputes amicably wherever possible. If you have a complaint or dispute, please contact us in the first instance and we will endeavour to resolve the matter promptly and fairly.

Changes to These Terms

We reserve the right to update or amend these Terms of Service at any time. When we make significant changes, we will update the “Last updated” date at the top of this page.

Your continued use of our website and services after any changes to these terms constitutes your acceptance of the updated terms. We recommend reviewing these terms periodically.

The terms that apply to your order are those in effect at the time you place your order.

Contact Us

If you have any questions about these Terms of Service or any aspect of your order, please get in touch: