Zoom Rugs Services – Terms & Conditions

1.Digital Authorization

By providing your name, telephone number, email address, service address, electronic approval, electronic signature, deposit, payment, or other authorization to proceed, you authorize Zoom Rugs to perform the requested services.

Electronic records, estimates, invoices, text messages, emails, appointment confirmations, photographs, payment records, and other service documentation may be maintained as part of the customer’s service history.

2.Estimates, Measurements & Final Pricing

Estimates are based on the information available when the estimate is prepared. Pricing may depend on:

• Rug size
• Material
• Construction
• Age
• Condition
• Soil level
• Staining
• Odor
• Contamination
• Repair complexity
• Moth damage
• Pickup/delivery requirements
• Furniture handling
• Specialty treatments
• Additional services requested

Quotes provided using customer-supplied measurements, telephone descriptions, photographs, emails, or text messages are preliminary until the rug can be physically inspected.

If actual measurements, materials, conditions, or service requirements differ materially from the information originally provided, the invoice may be adjusted accordingly.

3.Handmade Rug Cleaning Disclaimer

Handmade, antique, vintage, silk, wool, viscose, hand-tufted, tribal, Persian, Oriental, Turkish, Chinese, Moroccan, and specialty rugs may have conditions that are not visible before cleaning.

Professional cleaning can reveal pre-existing problems previously concealed by soil, debris, furniture placement, pile direction, or prior treatments.

Zoom Rugs is not responsible for damage caused primarily by pre-existing or inherent conditions, including:

• Existing tears, holes, worn areas, weak foundations, dry rot, weakened fringe, or deteriorated fibers.
• Unstable dyes or previous improper cleaning.
• Dye migration or color bleeding caused by the rug’s original dye characteristics.
• Shrinkage or dimensional changes caused by construction, fiber composition, age, or prior treatment.
• Increased shedding caused by existing deterioration, age, wear, moth damage, dry rot, or weakened fibers.
• Hand-tufted rug latex or adhesive deterioration.
• Backing separation, cracking, peeling, bubbling, powdering, or delamination.
• Existing repairs that loosen because of age or prior workmanship.
• Previously hidden structural damage that becomes visible after cleaning.
• Sun fading, oxidation, chemical damage, or permanent discoloration.

Professional cleaning cannot restore structural damage that existed before cleaning.

4.Stain & Spot Removal

Zoom Rugs will use reasonable professional techniques to improve spots and stains where appropriate. Complete stain removal is not guaranteed.

Some discoloration may represent permanent dye or fiber damage rather than removable soil.

We will make reasonable efforts to improve the appearance without using treatment that we believe creates an unreasonable risk of damaging the rug.

5.Pet Urine, Odor & Contamination

Pet urine and other contamination may penetrate the rug pile, foundation, backing, adhesives, and underlying fibers.

Treatment may substantially improve odor and staining but cannot guarantee complete removal in every rug. Severe contamination may require:

• Additional washing
• Deodorization
• Enzyme treatment
• Specialized treatment
• Additional drying
• Additional charges

6.Color Bleeding & Dye Migration

Handmade and specialty rugs may contain unstable dyes.

Zoom Rugs may perform testing and take reasonable precautions, but certain dyes can still migrate, bleed, fade, or change tone during cleaning.

Customers acknowledge that some degree of color instability may be inherent in the rug itself.

7.Shrinkage & Dimensional Variation

Natural fibers can experience dimensional changes during cleaning. Handmade rugs may also be irregular in shape before cleaning. Possible changes can include:

• Minor shrinkage
• Stretching
• Curling
• Rippling
• Edge movement
• Shape variation

Reasonable dimensional variation associated with the rug’s construction, age, fibers, or pre-existing condition is not considered defective workmanship.

8.Hand-Tufted Rugs

Hand-tufted rugs often use latex and adhesive to secure their backing. These materials naturally deteriorate with age. Cleaning may reveal:

• Latex breakdown
• Powdering
• Backing separation
• Odor
• Delamination
• Cracking
• Loose fibers
• Structural deterioration

Zoom Rugs cannot guarantee the integrity of aged or deteriorated adhesive-backed rugs.

9.Viscose, Rayon & Bamboo Silk Rugs

Viscose, rayon, bamboo silk, artificial silk, and similar fibers are especially sensitive. Cleaning may reveal or result in changes such as:

• Shading
• Browning
• Yellowing
• Texture changes
• Flattening
• Water marking
• Changes in sheen
• Fiber distortion

Special handling may be required.

10.Silk Rugs

Silk and silk-blend rugs require specialized handling.

Zoom Rugs will determine an appropriate cleaning method based on the rug’s construction and condition.

Pre-existing deterioration, unstable dyes, stains, prior cleaning, age, or chemical exposure can affect the final result.

11.Moth Damage & Moth Holes

Moth damage is frequently partially hidden by rug pile, soil, loose fibers, or surrounding foundation material. Moth holes and weakened areas may appear larger or more numerous after professional cleaning. This occurs because cleaning can remove:

• Loose damaged fibers
• Moth debris
• Larvae residue
• Weak wool
• Soil concealing existing deterioration

Therefore, any moth-damage repair quote provided before cleaning is preliminary. After cleaning, Zoom Rugs may reassess the true extent of the damage and issue a revised repair estimate.

The customer will be informed of additional repair costs before materially expanded repair work is performed.

12.Moth Treatment

Treatment of a rug does not guarantee elimination of moths or insects elsewhere in:

• The customer’s home
• Other rugs
• Furniture
• Closets
• Clothing
• Storage units
• Textiles
• Building structure

Customers are responsible for addressing environmental infestations outside the rug being treated.

13.Mold, Mildew & Water Damage

Water, humidity, mold, or mildew may permanently affect rug fibers, dyes, foundation, backing, or odor. Zoom Rugs does not guarantee complete elimination of:

• Mold staining
• Water staining
• Structural deterioration
• Permanent discoloration
• Residual odor

Zoom Rugs does not provide medical or environmental-health certification through ordinary rug cleaning services.

14.Rug Repair & Restoration

Repair services may include:

• Reweaving
• Fringe repair
• Fringe replacement
• Binding
• Serging
• Edge repair
• Patching
• Hole repair
• Moth-damage repair
• Foundation stabilization
• Resizing
• Color restoration
• Other specialized restoration

Because handmade rugs may contain aged or discontinued fibers and dyes, Zoom Rugs cannot guarantee an exact match of:

• Wool
• Silk
• Dye
• Color
• Texture
• Knot structure
• Aging
• Pattern

The goal is a professional visual and structural match using appropriate materials and techniques.

15.Repair Estimates

Repair estimates are normally based on visible damage.

Once cleaning or repair begins, previously hidden damage may become apparent. Additional repair work may require a revised estimate.

16.Before & After Photography

Zoom Rugs routinely photographs rugs before and after service. These photographs are maintained for:

• Customer protection
• Zoom Rugs protection
• Condition documentation
• Quality control
• Service history
• Repair documentation
• Customer satisfaction
• Insurance or dispute documentation

Photographs help establish the condition of the rug when it entered and left our possession.

Marketing or promotional use of identifiable customer or property information will be handled according to applicable consent and privacy requirements.

17.Cleaning Turnaround Times

Completion dates are estimates unless Zoom Rugs specifically provides a written guaranteed deadline. Additional time may be required for:

• Multiple washing cycles
• Odor treatment
• Stain treatment
• Drying
• Repair
• Dye matching
• Specialty treatment
• Material sourcing
• Shipping
• Quality-control rework

The safety and quality of the rug take priority over rushing the process.

18.Complimentary Pickup & Delivery

Handmade Rugs

Zoom Rugs provides complimentary pickup and delivery for qualifying handmade-rug services when:

• The rug is approximately 8′ × 10′ or larger, or
• The service qualifies under a promotional or written service arrangement.

Complimentary pickup and delivery is generally available in our primary service areas including Sunnyvale, Mountain View, Los Altos, and Palo Alto.

Other Bay Area locations may qualify depending on rug size, invoice value, scheduling, distance, and service requirements. Zoom Rugs may confirm pickup/delivery eligibility before scheduling.

Machine-Made Rugs

Machine-made rug pickup and delivery is generally subject to a $49.99 Pickup & Delivery Fee unless specifically waived by Zoom Rugs in writing.

19.Furniture Moving

Light Furniture

Reasonable moving and replacement of light, safely movable furniture is complimentary when our team determines that it can be moved safely. Examples may include:

• Light chairs
• Small tables
• Lightweight movable pieces

Heavy Furniture

Heavy furniture requires additional labor and handling. A $199.99 Concierge Furniture Handling Fee may apply when our team is required to move and replace heavy furniture. Examples may include:

• Heavy sofas
• Large beds
• Large dining tables
• Heavy cabinets
• Large sectional furniture
• Other unusually heavy items

Zoom Rugs reserves the right to decline moving any furniture that presents a safety risk or risk of property damage. Customers should remove fragile items before our arrival.

20.Missed Appointments & Last-Minute Cancellations

A scheduled appointment reserves:

• Staff time
• Vehicle availability
• Travel time
• Route capacity
• Pickup/delivery availability

A $79.99 Missed Appointment / Last-Minute Cancellation Fee may apply when:

• The customer cancels after our team has been dispatched.
• Our team arrives and the customer is unavailable.
• Access to the property cannot be obtained.
• The rug has already been taken elsewhere and the appointment was not canceled.
• The customer changes or cancels the appointment without sufficient notice.
• Our team makes an unnecessary trip because of circumstances within the customer’s reasonable control.

Where required, applicable fees will be disclosed during scheduling or in associated service documentation.

21.Cleaning & Repair Deposits

Machine-Made Rugs

Full payment or deposit is generally required in advance for machine-made rug cleaning. No exception applies unless Zoom Rugs expressly approves different payment terms.

Repairs & Restoration

Full payment or deposit may also be required before repair or restoration begins, especially for:

• Custom restoration
• Reweaving
• Custom materials
• Fringe replacement
• Specialty repairs
• Machine-made rug repairs
• Special-order work

If Zoom Rugs authorizes different payment terms, those terms must be reflected in writing, on the estimate, invoice, or customer record.

22.Payment Methods

Zoom Rugs may accept:

• Cash
• Check
• Zelle
• Major credit cards
• Debit cards
• PayPal
• Apple Pay
• Google Pay
• Other approved methods

Any card-processing surcharge must comply with applicable law and payment-card network rules. Where legally permitted and properly disclosed, a card-processing fee may apply.

23.Outstanding Balances

Payment is due according to the invoice terms. Customers should pay outstanding balances promptly.

Zoom Rugs may withhold delivery or release of rugs until payment is received where permitted by law.

An unpaid invoice remaining outstanding for approximately 60 days may be referred to a third-party collection agency or other lawful collection process. Before referral, Zoom Rugs may attempt reasonable customer contact.

Customers may also be responsible for legally recoverable collection expenses where permitted by law and properly disclosed.

24.Past-Due Accounts

Invoices not paid according to their stated due date may be considered past due. Where legally permitted and disclosed, late charges may apply up to the maximum amount allowed under applicable law.

25.Complimentary Storage

Zoom Rugs provides complimentary storage following completion of service according to the invoice value:

• Standard orders — 15 days complimentary storage
• Invoice above $3,000 — 30 days complimentary storage
• Invoice above $6,000 — 45 days complimentary storage

The complimentary period begins when Zoom Rugs notifies the customer that the rug is ready. After the complimentary period expires, a storage fee of $7.50 per rug, per day applies unless another arrangement has been approved in writing.

Customers requiring long-term storage should contact Zoom Rugs before the complimentary period expires. Any abandoned-property procedure will be handled consistent with applicable California law.

26.Custom Rug Pads

Custom rug pads are individually cut according to the customer’s rug. Minor dimensional differences are intentional because rug pads are generally cut slightly smaller than the rug so the pad remains concealed beneath it.

Because custom-cut rug pads are made specifically for the customer, they may be final sale except where required by law or otherwise agreed by Zoom Rugs.

27.Scotchgard / Fiber Protection

Fiber protection helps improve resistance to certain spills, soils, and stains. It does not make the rug:

• Stain-proof
• Waterproof
• Damage-proof
• Immune to pet accidents

Future stain removal cannot be guaranteed. Any stated protection warranty is subject to its specific written conditions and exclusions.

28.No General Refund Policy for Completed Services

Cleaning, repair, restoration, stain treatment, odor treatment, Scotchgard application, custom rug pads, and similar services involve labor and/or customization performed specifically for the customer.

Accordingly, completed services are generally not refundable simply because the customer changes their mind. However, nothing in this provision eliminates any rights or remedies that cannot legally be waived.

If a customer has a legitimate concern about our workmanship, the customer should contact Zoom Rugs promptly so we can inspect the rug and determine an appropriate resolution.

29.Customer Satisfaction Commitment

Our goal is to provide professional service and resolve reasonable concerns directly. Depending on the circumstances, Zoom Rugs may:

• Inspect the rug again.
• Re-clean affected areas.
• Re-clean the rug when appropriate.
• Perform reasonable corrective repair.
• Provide another appropriate resolution.

This commitment does not guarantee that permanent stains, structural damage, dye damage, fading, moth damage, or other irreversible conditions can be eliminated.

30.Chargebacks & Payment Disputes

Customers who believe an invoice or service charge is incorrect agree to contact Zoom Rugs directly to investigate and attempt a resolution prior to initiating a bank chargeback or payment dispute.

Zoom Rugs reserves the right to submit comprehensive evidence to payment processors and financial institutions in defense of any chargeback, including:

• Itemized invoices and estimates
• Electronic authorizations and signed work orders
• Direct customer communications (emails, text messages, call logs)
• Pre-inspection and post-restoration photographs
• Detailed service history logs and chain-of-custody pickup/delivery records
• Proof of payment fulfillment and service completion

If a chargeback or payment dispute is determined to be improper, constitutes friendly fraud, or is formally resolved in Zoom Rugs’ favor by the payment processor or issuing bank, the customer agrees to reimburse Zoom Rugs for all resulting financial losses. This recovery includes:

• The outstanding invoice balance
• Actual bank and merchant processing fees incurred as a result of the dispute
• A reasonable administrative labor fee reflecting actual staff time spent investigating, compiling evidence, and defending the dispute

31.Facility & Insurance Surcharge

Where disclosed before authorization, a 14.5% Facility & Insurance Surcharge may apply to qualifying services. The surcharge may help cover costs associated with:

• Facility chain-of-custody and specialized rug handling
• Comprehensive property and transit insurance protection
• White-glove service coordination and scheduling
• Customer concierge and administrative support
• Vehicle, fuel, and transport infrastructure
• Documentation and chain-of-custody tracking
• Multi-point quality-control inspection processes
• Technology and service infrastructure

The surcharge is separate from base cleaning and repair pricing.

32.High-Value, Antique & Collectible Rugs

Customers should inform Zoom Rugs before service if they believe a rug has unusually high:

• Monetary value
• Historical value
• Antique value
• Collectible value
• Sentimental value

Zoom Rugs may request appraisal documents or recommend special handling.

33.Limitation of Liability & Property Conditions Addendum

Pre-Existing Damage & Inherent Defects

Zoom Rugs is not liable for any damage resulting from pre-existing conditions, latent weaknesses, wear and tear, dry rot, moth damage, structural brittleness, or inherent defects in materials, dyes, or foundations. Natural fibers and antique textiles possess inherent vulnerabilities that may be exacerbated by standard cleaning, dusting, washing, or restoration processes.

Replacement Value & Valuation Methodology

In the event of any proven loss or damage for which Zoom Rugs is legally liable, liability shall be calculated exclusively using Zoom Rugs’ internal wholesale replacement cost for materials and labor, or the actual wholesale acquisition cost of a comparable textile. Retail appraised values, sentimental values, and gallery prices shall not apply.

Declared Values & High-Value Rugs

Items with a market value exceeding $1,000 must be explicitly identified and assigned a Declared Value in writing on the intake form prior to the commencement of any services, accompanied by an independent certified appraisal or proof of purchase. Failure to declare a higher value prior to service constitutes an explicit customer acknowledgment and agreement that the maximum replacement value of the item does not exceed $1,000.

Antique & Heirloom Pieces

Due to the delicate nature of antique, semi-antique, and one-of-a-kind heirloom pieces, all restoration and cleaning services on items over 50 years of age are performed entirely at the customer’s risk. Zoom Rugs disclaims all liability for structural failures, dye bleed, fiber degradation, or accelerated wear occurring during the servicing of aged or fragile textiles.

Consequential & Indirect Loss

Under no circumstances shall Zoom Rugs, its owners, employees, or agents be liable for any consequential, indirect, special, punitive, or incidental damages, including but not limited to loss of use, sentimental distress, or commercial loss, regardless of whether such claims sound in contract, tort (including negligence), bailment, or strict liability.

Maximum Aggregate Liability Cap

Zoom Rugs’ total aggregate liability for any loss, damage, destruction, or delay of a customer’s property from any cause whatsoever — including ordinary negligence — shall be strictly capped at the lesser of the specific service fee paid for the item or $1,000, unless a higher Declared Value has been officially contracted and paid for prior to service.

Force Majeure & Uncontrollable Events

Zoom Rugs is not liable for loss, damage, destruction, or delay resulting from acts of God or other events beyond its reasonable operational control, including wildfire, flood, earthquake, severe weather, power-grid or utility failure, facility fire or flooding, civil disruption, labor action, or government order. This applies both in transit and while customer property is in Zoom Rugs’ physical custody. Zoom Rugs will take commercially reasonable steps to protect and, where possible, recover customer property affected by such events, and will notify affected customers as promptly as reasonably practical.

Unclaimed Property & Storage Liens

Customers must collect completed rugs within the complimentary storage period described in Section 25. Rugs remaining uncollected after that period accrue daily storage charges as stated in Section 25.

Where a rug remains uncollected or an invoice remains unpaid for more than 60 days following completion, Zoom Rugs may provide written notice to the customer’s last known address and email. If the rug is not collected and outstanding charges are not paid within the period stated in that notice, the item may be subject to disposition or sale to recover unpaid service and storage charges, consistent with applicable California warehouse and bailee lien law. Any surplus will be handled as required by law.

Subcontracting & Third-Party Transport

Zoom Rugs may engage independent common carriers for pickup, delivery, or shipping, and may engage specialist subcontractors for niche restoration work such as specialized reweaving.

Where an independent common carrier transports a rug, loss or damage occurring in that carrier’s custody is governed by the carrier’s own terms, tariffs, and applicable law, and Zoom Rugs’ liability is limited to reasonable assistance in pursuing a claim against that carrier. Work performed by specialist subcontractors engaged by Zoom Rugs remains subject to the liability limits stated in this Section 33.

Dispute Resolution — Arbitration & Class Action Waiver

Except as stated below, any dispute, claim, or controversy arising out of or relating to these Terms or to services provided by Zoom Rugs shall be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, with the arbitration seated in Santa Clara County, California. Judgment on the award may be entered in any court of competent jurisdiction.

Either party may instead bring an individual claim in small claims court if the claim qualifies for that court’s jurisdiction.

To the fullest extent permitted by law, the customer and Zoom Rugs each waive any right to bring or participate in a class, collective, consolidated, or representative action. If this waiver is held unenforceable as to a particular claim, that claim shall proceed in court rather than in arbitration.

Nothing in this provision waives, limits, or excludes any right or remedy that cannot lawfully be waived under California law.

Customer Inspection & Reporting Window

Customers should inspect their rug at the time of delivery or collection and report any alleged cleaning damage, loss, or service concern to Zoom Rugs in writing within 72 hours, so that Zoom Rugs can inspect the rug while its condition can still be fairly assessed. Photographs may be requested.

Concerns reported after this window may be substantially more difficult to evaluate, and Zoom Rugs may be unable to determine whether a condition arose during service or afterward. This provision does not limit any right that cannot lawfully be limited.

Applicable Statutory Rights & Severability

Nothing in these Terms shall be construed to waive, limit, or exclude any statutory rights, warranties, or liability that cannot legally be limited or excluded under California law. If any provision of this limitation framework is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

34.Customer-Supplied Information

The customer is responsible for providing accurate information concerning:

• Material
• Age
• Prior cleaning
• Known damage
• Pet accidents
• Mold exposure
• Water damage
• Chemical exposure
• Previous repairs
• Other known conditions

Zoom Rugs cannot guarantee that information provided by the customer, retailer, previous cleaner, manufacturer label, or third party is accurate.

35.Customer Inspection After Delivery

Customers should inspect their rug reasonably promptly following return. Any service concern should be reported to Zoom Rugs as soon as reasonably practical, and in any event within the reporting window described in Section 33.

Photographs may be requested to assist with evaluation.

36.Rug Sales & Handmade Characteristics

Handmade rugs may naturally contain variations in:

• Shape
• Dimensions
• Pattern
• Color
• Knotting
• Texture
• Fringe
• Weave

These characteristics may be inherent to handmade production rather than defects.

37.Website Product Photography

Photography, lighting, room environment, computer displays, and mobile-device screens can affect color appearance.

Zoom Rugs cannot guarantee that digital images reproduce the exact physical color of every rug.

38.SMS Communications

Customers who expressly opt in may receive SMS communications concerning:

• Appointments
• Appointment reminders
• Pickup/delivery
• Estimates
• Invoices
• Service status
• Customer support
• Other communications permitted by their consent

Message frequency varies. Message and data rates may apply. Reply STOP to opt out. Reply HELP for assistance.

Mobile opt-in information and consent will not be sold or shared with third parties for their independent marketing purposes.

39.Email Communications

Customers may receive transactional emails involving:

• Estimates
• Invoices
• Appointments
• Service updates
• Delivery
• Customer account activity

Marketing communications will include applicable unsubscribe mechanisms where required.

40.Privacy

Use of personal information is governed by the Zoom Rugs Privacy Policy. The Privacy Policy should address:

• Names
• Addresses
• Telephone numbers
• SMS consent
• Email addresses
• Payment information
• Customer records
• CRM information
• Analytics
• Cookies
• Data retention
• Third-party processors
• Applicable privacy rights

41.Website & Customer Account Security

Unauthorized attempts to access, manipulate, interfere with, exploit, or damage Zoom Rugs systems are prohibited. This includes:

• Unauthorized login attempts
• Account impersonation
• Invoice manipulation
• Security bypass attempts
• Malware
• Automated abuse
• Unauthorized scraping of protected data

42.Customer Account Cancellation

Customers may request closure of a Zoom Rugs customer account. The request will be reviewed through Zoom Rugs’ administrative process.

Account closure does not necessarily require immediate deletion of records that Zoom Rugs is legally or reasonably required to maintain for:

• Accounting
• Tax
• Service history
• Fraud prevention
• Legal compliance
• Dispute resolution
• Warranty
• Security

43.Force Majeure

Zoom Rugs is not responsible for delays caused by circumstances reasonably outside its control, including:

• Natural disasters
• Severe weather
• Transportation disruptions
• Power outages
• Facility emergencies
• Supply shortages
• Government restrictions
• Major technology failures
• Other unforeseen events

44.Governing Law

These Terms are governed by the applicable laws of the State of California. Venue, arbitration, and class-action provisions are set out in Section 33.

45.Changes to These Terms

Zoom Rugs may periodically update these Terms. The current effective date and latest version will be published on ZoomRugs.com.

46.Contact Zoom Rugs

Zoom Rugs Services LLC
1347 W El Camino Real
Mountain View, CA 94040

Phone: 408-472-6086
Email: info@zoomrugs.com
Website: ZoomRugs.com