Terms and Conditions 

Effective Date:5 January  2026

These Terms and Conditions govern all services provided under the Oriental Rug Repair Company brand, which is owned and operated by Heritage Trading DMCC.

Contents

1. Contracting Entity 
2. Scope of Services  
3. Ownership of Rugs 
4. Risk, Custody & Insurance  
5. Assessments, Estimations & Approval 
6. Vat & Tax 
7. Customs, Duties & Charges 
8. Completion, Payment & Release 
9. Storage & Abandonment 
10. Limitation of Liability 
11. Customer Responsibilities 
12. Governing Law & Jurisdiction 

HERITAGE TRADING DMCC CUSTOMER TERMS & CONDITIONS

These Terms and Conditions (“Terms”) apply to all services provided by Heritage Trading DMCC (“Heritage”) to the customer (“Customer”). By using Heritage’s services, the Customer agrees to be bound by these Terms.

Brand & Ownership Notice

The Oriental Rug Repair Company (“ORRC”) is a trading name and brand owned and operated by Heritage Trading DMCC, a company incorporated in the United Arab Emirates with international operations. All services marketed under the ORRC brand are provided pursuant to these Terms and Conditions by Heritage Trading DMCC as the contracting entity.

1.⁠ ⁠Contracting Entity

1. Sole Supplier

• Heritage is the sole contracting party for all services, whether performed in the United Kingdom, the United Arab Emirates, Pakistan, or any other jurisdiction.

1. Role of Rug Distribution Ltd

• Heritage may utilise Rug Distribution Ltd (“Rug Distribution”) as a disclosed agent and subcontractor for UK-based work.
• The Customer enters into no contractual relationship with Rug Distribution directly.

1. By placing an order or instructing services, the Customer expressly acknowledges that Heritage Trading DMCC is the sole contracting party and that Rug Distribution Ltd acts only as a disclosed agent and subcontractor.

2.⁠ ⁠Scope of Services

1. Heritage provides a range of specialised rug services, including but not limited to:

•  ⁠UK-based cleaning, stain removal, odour treatment, and moth treatment;
•  ⁠Handling, collection, delivery, photography, and storage;
•  ⁠Overseas repair, restoration, reweaving, colour correction, and conservation;
•  ⁠Preparation of rugs for shipping and international logistics;
•  Any combination of the above.

1. Heritage reserves the right to decline or limit services.

3.⁠ ⁠Ownership of Rugs

1. Customer Property

• Rugs remain entirely the Customer’s property at all times.

1. No Sale of Goods

• Heritage provides services only; no transfer of title is implied or executed.

4.⁠ ⁠Assessment, Estimates, and Approval

1. Initial Assessment

• Estimates are based on a non-invasive inspection of the rug.
• Additional issues may be revealed only once work begins.

1. Variations

• If additional work is required beyond the original estimate, Heritage will notify the Customer and obtain approval before proceeding.

1. Heritage’s Professional Judgement

• The Customer acknowledges that rug cleaning and restoration involve inherent risks—particularly for fragile, antique, or previously damaged rugs—and accepts the recommendations of Heritage as professional guidance.

5.⁠ ⁠Risk, Custody & Insurance

1. UK Custody (Rug Distribution)

• While the rug is held, cleaned, or transported within the UK by Rug Distribution, risk of physical loss or damage is limited to the extent of Rug Distribution’s commercial insurance.

1. Overseas Custody (Heritage)

• During overseas transport or while in overseas workshops, risk is limited to the extent of Heritage’s commercial insurance.

1. Customer Insurance Requirement. The Customer is responsible for arranging insurance for:

• Full replacement value
• Depreciation or loss of value
• Collector’s or sentimental value
• Any value beyond the limits of commercial insurance maintained by Heritage or Rug Distribution
• Neither Heritage nor Rug Distribution undertakes any obligation to insure rugs to their full market or replacement value.

1. Exclusions. Neither Heritage nor Rug Distribution are liable for:

• Age-related deterioration;
• Pre-existing weaknesses, tears, or fibre fragility;
• Instability of dyes or colour migration;
• Damage arising from previous home cleaning or water exposure;
• Indirect or consequential losses (e.g., depreciation, market loss, emotional value).

1. Nothing in these Terms creates joint or several liability between Heritage Trading DMCC and Rug Distribution Ltd.

6.⁠ ⁠VAT & Tax

1. UK Services

• Heritage will charge UK VAT on services performed in the UK, including cleaning, handling, and storage.

1. Overseas Services

• Services performed outside the UK are treated as being outside the scope of UK VAT.

1. Mixed Supplies

• Where services include both UK and overseas components, VAT will be allocated in accordance with UK tax law.
• Allocation shall be based on the relative value of UK-performed services versus overseas services, as determined in Heritage’s internal costing records.

7.⁠ ⁠Customs, Duties & Charges

1. The Customer is responsible for all customs-related costs including:

• Import VAT
• Duties
• Clearance fees
• Port charges
• Administrative charges associated with re-importation
• These charges must be paid prior to the rug being released back to the Customer.

8.⁠ ⁠Completion, Payment & Release

1. Payment Terms

• Payment must be made in full prior to release or return of the rug, unless otherwise agreed in writing.

1. Payment Methods

• Accepted payment methods include bank transfer or payment link.

1. Non-Payment

• Heritage reserves the right to retain the rug until payment is received in full.

1. Where the Customer is a consumer, statutory cancellation rights under the Consumer

Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply.

By approving an estimate or instructing Heritage to proceed with services, the Customer expressly requests that performance of the services begins immediately and acknowledges that:

• Once services have commenced, the Customer’s right to cancel may be lost or reduced;
• Where services are fully performed, no right to cancel applies; and
• Where services are partially performed prior to cancellation, the Customer remains liable for the reasonable costs incurred up to the point of cancellation.

1. Due to the bespoke and irreversible nature of rug cleaning, repair, restoration, and

conservation services, cancellation rights do not apply once work has commenced on the rug.

9.⁠ ⁠Storage & Abandonment

1. Free Storage Period

• Heritage (and Rug Distribution as agent) will hold rugs free of charge for 14 days after notifying the Customer of completion.

1. Storage Charges

• After 14 days, storage fees apply at Heritage’s published rates.

1. Abandonment and Disposal

• If the Customer does not collect or arrange return of the rug within 90 days, Heritage may sell or dispose of the rug to recover outstanding fees.

1. Any surplus proceeds, if any, after recovery of outstanding charges and reasonable disposal costs, may be retained by Heritage to the extent permitted by applicable law.
2. Any sale or disposal shall be carried out in a commercially reasonable manner and in compliance with applicable law.

10.⁠ ⁠Limitation of Liability

1. Statutory Rights Preserved

• Nothing excludes liability where prohibited by law.

1. Liability Cap. Heritage’s liability is limited to the lesser of:

• The amount paid by the Customer for the services; or
• The value recoverable under Heritage’s commercial insurance.

1. Excluded Losses

• Heritage is not liable for:
• Indirect, special, or consequential losses
• Loss of market value or depreciation
• Emotional or sentimental loss
• Any loss caused by inherent flaws or pre-existing damage

11.⁠ ⁠Customer Responsibilities

1. The Customer must:

• Provide accurate information regarding the rug’s condition and prior treatments;
• Pay all invoices promptly;
• Provide accurate pickup and delivery details;
• Ensure rugs are insured for full value.

12.⁠ ⁠Governing Law & Jurisdiction

1. These Terms are governed by the laws of England and Wales.
2. The courts of England and Wales have exclusive jurisdiction in relation to any dispute.