Pickup and access.
We pick up when you or someone you name is home, or from a doorman or porch you describe to us in writing. We confirm the day and the first name of the driver by text the day before.
We don't take keys or alarm codes for rug pickups, and we don't go into a home that no one is in to let us. If no one answers, we wait ten minutes, call and text, and then reschedule.
If a rug is damaged, lost or comes back different.
Tell us within 14 days of the return. We reply within two business days and compare the rug with the photographs we took at pickup and inspection.
If damage happened in our care, we pay for the repair, or, if it can't be repaired, the value written on the estimate. Limits of our coverage are on our certificate of insurance, which we send on request. We can't take responsibility for damage the inspection note recorded before the wash.
Cancellations, and rugs left with us.
You can cancel a pickup any time before the driver arrives. After pickup, you pay for the work already done, which the estimate lists step by step.
A rug that hasn't been collected after 30 days gets a call and a text. After 90 days we write to you before any storage terms begin. We don't sell or give away a rug.
Questions about any of this?
Call or text, and Sona will answer.