FAQ & Policy

1. What type of service do you provide?

We provide at-home carpet deep-cleaning services for customers within the applicable service area. The service is arranged according to the requested carpet, property and appointment requirements.

2. Are the prices shown on the website the full service price?

No. Prices displayed on the website are booking deposits only, unless a particular service page expressly states otherwise.

The applicable total service charge, service scope, deposit and remaining balance will be communicated during the booking process before the appointment is confirmed.

3. What is included in the booking deposit?

The deposit reserves the requested service arrangement subject to appointment availability and confirmation. The deposit is not, by itself, the full cost of the requested service.

Any remaining balance and applicable service arrangements will be communicated before the service is confirmed.

4. How do I book an appointment?

You may select the relevant service and submit a booking request through the website. You may also contact us by email or telephone.

An appointment is only confirmed after the requested service, service address and appointment arrangements have been reviewed and accepted.

5. Do you provide services at the customer’s property?

Yes. The services are arranged for the customer’s nominated property within the applicable service area.

The customer must provide an accurate service address and ensure reasonable access to the relevant carpeted areas at the agreed appointment time.

6. What information should I provide when booking?

Please provide the service address, approximate carpet size, relevant carpet information, preferred appointment time and any circumstances that may affect access to the requested area.

Accurate information helps us determine the appropriate service arrangements and appointment requirements.

7. Can every carpet receive the same treatment?

No. Carpet materials, construction, age, previous treatment and existing condition can vary considerably.

The appropriate approach may therefore depend on the particular carpet and the information available at the time of booking or appointment.

8. Will every stain or mark be removed?

No specific result can be promised for every stain or existing mark.

The outcome may be affected by the type, age and condition of a mark, previous treatment, fibre characteristics, wear and other existing conditions. Some marks or changes in appearance may remain after the service.

9. What should I do before the appointment?

Customers should remove movable personal belongings from the relevant carpeted areas where reasonably practicable and ensure that the agreed service area can be accessed at the appointment time.

Any relevant access restrictions should be communicated before the appointment.

10. What happens if the service address or carpet information is different from what was provided?

If material information differs from the information supplied during booking, the proposed service arrangements may need to be reviewed.

Where the difference affects the service scope, appointment requirements or applicable charge, the customer will be informed before any additional work is undertaken, subject to applicable law.

11. Can I change my appointment?

Yes. Please contact us as soon as reasonably possible if you need to request an appointment change.

Requests are handled according to the applicable booking terms, appointment availability and mandatory consumer rights.

12. Can I cancel my booking?

You may request cancellation by contacting us using the details published on the website.

Cancellation and deposit arrangements are subject to the applicable booking terms and statutory consumer rights.

Where a statutory withdrawal right applies, it will be handled in accordance with applicable Bulgarian and European Union law.

13. Do EU consumers have a withdrawal period?

Certain distance service contracts may be subject to a statutory 14-day withdrawal period under EU consumer law.

There are specific rules and exceptions concerning services, including circumstances where a customer expressly requests that a service begin before the withdrawal period has expired. The applicable rights and requirements will depend on the circumstances of the booking.

14. Can the service begin during the withdrawal period?

Where legally permitted, a customer may request that the service begin before the expiry of an applicable withdrawal period.

Where this occurs, the required information and customer acknowledgement will be handled in accordance with applicable consumer legislation. Where the statutory conditions are met, completion of the service may affect the right of withdrawal.

15. Is the deposit refundable?

The treatment of a booking deposit depends on the circumstances of the cancellation, the applicable booking terms and any mandatory consumer rights.

Where a refund is legally required, it will be handled in accordance with applicable law.

16. Can an appointment be unavailable after I submit a booking request?

Yes. Submitting a request does not by itself confirm an appointment.

Availability depends on the requested service, service address, appointment schedule and other relevant booking information. The appointment is confirmed only after the arrangements have been accepted.

17. What happens if access to the property is unavailable?

The customer is responsible for providing reasonable access to the agreed service area.

If access is unavailable or materially restricted, the appointment may need to be rearranged in accordance with the applicable booking terms and consumer rights.

18. Is the remaining balance paid separately from the deposit?

Where a remaining balance applies, it will be communicated during the booking process together with the applicable service arrangements.

The amount displayed on the website as a deposit should not be interpreted as the complete service charge.

19. Are there circumstances where the requested service may be changed?

Yes. If information provided during booking does not correspond materially with the actual service circumstances, the requested service may need to be reviewed.

Any material change to the agreed scope or charge will be communicated before additional work is undertaken, subject to applicable law.

20. How can I contact you?

For booking enquiries, appointment changes, service questions or other customer enquiries, please contact:

Business Name: Rugrevivepro
Email: revive@rugrevivepro.com
Telephone: +359 29942089
Address: ул. 37-ма №15, с. Владо Тричков, 2299, община Своге, област София, Bulgaria
Website: www.rugrevivepro.com

We aim to respond to enquiries within 24 hours, subject to weekends, public holidays and the nature of the enquiry.

21. Where can I find further information about my rights?

Further information concerning bookings, customer rights, personal data and other service arrangements is provided in the website’s Terms and Conditions, Privacy Policy, Refund and Cancellation Policy and other applicable service information.

Mandatory consumer rights under applicable Bulgarian and European Union law remain applicable.