Factory carpet-cleaning order terms

These terms apply to Go Clean factory carpet-cleaning orders, including collection, cleaning, storage and delivery. Before placing an order, the customer can read these terms, the transaction-cancellation terms and the privacy policy. Mandatory provisions of Israeli law prevail over these terms.

The company undertakes to clean the carpet professionally using methods and materials that, in its professional judgment, suit the carpet type and condition. The company does not guarantee complete removal of all stains, odours, colour changes, fading, wear marks, old soiling or other defects. The result depends on the material, age, condition of the carpet, type of soiling and previous treatments.

The company may, at its professional discretion, decline to clean any carpet if its material, construction, condition, wear or contamination creates an increased risk of damage or does not allow the service to be performed safely. After inspection, the company may:

• decline the cleaning and return the carpet;
• offer another method or an additional service and obtain the customer’s consent;
• perform the work only after informing the customer in advance of the specific identified risk and receiving separate consent to continue;
• dispose of the carpet only with the customer’s consent.

If the actual dimensions, material, number of carpets, condition or required scope of work differ from the information provided by the customer, the company may recalculate the price. No additional amount is charged without the customer’s consent.

If the customer agrees, they pay the agreed supplement and the work continues. If the customer does not agree, the company may decline the additional work or the order and make a charge or refund in accordance with the law and the services already actually provided.

By prior arrangement, the carpet may be left by the door. The company is responsible for the carpet from the moment it is actually received by the company representative, not from the moment the customer leaves it by the door. If leaving the carpet by the door on return is agreed in advance, delivery is complete once it is placed in the agreed location; the company is not responsible for events after that delivery, without limiting its responsibility for an earlier breach of duty.

The company may send a notification or call before arrival, but the driver is not required to call 30–60 minutes in advance. An arrival time is an indicative time window, not a guaranteed precise time; information is normally provided during the day. A previously stated fee may be charged for a repeated collection.

The indicative completion timeframe is 5–7 business days from the carpet’s arrival at the factory and completion of the initial inspection. This is normally the business day after collection. The delivery day is not counted; Friday and Saturday are not business days.

The timeframe is not guaranteed and may be extended because of the material’s characteristics, a need for additional treatment, drying, weather or humidity conditions, difficult contamination, technical circumstances or other circumstances affecting the process. In case of a material delay, the company will provide an updated indicative timeframe.

The carpet is stored without an additional charge for up to 30 calendar days after notification that it is ready. After that, the company may charge 10 ₪ for each storage day.

A claim about the service result must be sent within 7 days after the carpet is returned. For review, provide the order number, describe the issue and, where possible, include photos.

After assessment, the company normally offers re-cleaning; other resolutions are determined according to the circumstances and mandatory law.

The company is liable for direct, proven damage caused to the carpet by its acts or omissions, in accordance with Israeli law.

The company is not liable for pre-existing defects and natural properties of the carpet, such as hidden backing defects, weakened glue, ageing latex, unstable dyes, fading, moth damage, improper previous treatments and similar circumstances, unless the damage was caused by the company’s breach of duty.

Before collection, cancellation and refunds are handled under the mandatory provisions of the Consumer Protection Law.

If collection is cancelled less than one business day before the agreed date, the company may charge a cancellation fee only where and in the amount allowed by law, and never more than the lower of 5% of the order price or 100 ₪.

After collection but before cleaning begins, the customer pays only amounts the company may lawfully retain, including the part actually provided — collection and delivery at 250 ₪, if those services were provided. After cleaning has begun, a refund is calculated with regard to the part of the service actually provided and in accordance with the law.

If the company declines the order itself and the service was not provided for a reason unrelated to the customer or the carpet, the corresponding amount paid is refunded.

Personal-data processing is governed by a separate privacy policy.

For questions about these terms, an order, a claim or cancellation, contact Go Clean: