Terms and Conditions


All of the following are material conditions of your rental agreement.

If you do not agree to them, please do not proceed with the rental.

All of the following are material conditions of your rental agreement. If you do not agree to them, please do not proceed with the rental.

Rug Doctor will apply a cancellation fee of £5.00 (includes VAT) to any ‘Locker based booking’ or ‘Home Delivery booking’ that is cancelled less than 24hrs before the chosen hire period is due to start. Bookings that have commenced will not be eligible for cancellation.

Not use any chemicals other than those authorised and distributed by Rug Doctor in this machine. Rug Doctor Ltd cannot be held responsible for damage caused by the use of unauthorised products. Although every care is taken to ensure that your machine is in a clean condition when rented out, you are required to check the machine for cleanliness prior to leaving the rental location. Using a machine in a dirty condition may cause damage to your carpet, which Rug Doctor cannot be responsible for. You agree to contact or report any problems you encounter during your rental directly to Rug Doctor at the earliest opportunity within the agreed rental period. Retrospective contact may not always allow Rug Doctor to verify and resolve issues reported. Before using the machine, please ensure both pipes on the rear of the machine are connected, and the vacuum switch is in the off position. The machine should only be switched to the hand tool mode when the hand tools are connected or the machine will start dispensing cleaning solution even though no buttons are being depressed. This is an electrical appliance – Do NOT allow the machine to sit in standing water while operating. Unplug when not in use.

Always check that the ‘Manufacturer Guidelines’ of the areas you wish to use Rug Doctor Equipment & Products allow for water extraction cleaning BEFORE you start cleaning.

DO NOT USE Rug Doctor machine/equipment or cleaning solutions on: natural fibre, oriental rugs (silk or wool), hand-loomed wool rugs, braided rugs, sisal, sea grass matting, jute carpets, silk, Cotton, Haitian cotton, Ryalux, velvet, brushed corduroy, leather, non-colourfast fabrics, Berber, Viscose or Flotex. Do not use on mattresses or mattress toppers made from Memory Foam or materials unsuitable for water extraction. Fabrics with cleaning code ‘S’ and ‘X’ are NOT suitable for use with Rug Doctor equipment or cleaning solutions.

If your carpet is not listed above or you are unsure if it is suitable to use our products on your carpeting/furnishings, please check with the Manufacturer or call Rug Doctor.

You must ensure your carpet is securely fastened by either grippers or strong adhesive on a suitable underlay. Never place the machine on wood effect or laminate flooring without non-porous sheeting between the entirety of the machine and the floor. When using the machine in hand tool mode always ensure there is non-porous sheeting between the entirety of the machine and the floor. If a more serious leak develops, turn off the machine straight away and contact us for guidance.

Rental Period (24 hours or 48 hours – as booked) – Return the equipment in a clean condition to the same location you rented it from by the time and date agreed during your booking herein specified as ‘Due Back’. Machines collected from Rug Doctor ‘Lockers’ MUST be returned to the same designated locker and be securely locked back up. If you have booked a home delivery you must be available between the hours of 08:00 and 18:00 on the arranged collection day. The Hand Tool rental is a set charge to coincide with the rental period of the Rug Doctor machine taken.

Charges – Pay the rental charge 24 hours or 48 hours as booked. Late return charge of £19.16+VAT (£22.49+VAT Wide Track) per day – up to a maximum of £415.00+VAT (£500.00+VAT Wide Track) – if the machine is not returned by the Due Back date and time. Non return of the Hand Tool will incur a charge of up to a maximum of £23.80+VAT – If the equipment is not returned within the time agreed upon, Rug Doctor Ltd shall have the right to take immediate action to recover the equipment or report it as stolen to the Police. If you are not available for your home delivery collection, Rug Doctor will charge you £19.16+VAT per day as well as the rebooked collection cost of £15+VAT.

A dirty machine charge (if the equipment is not returned in a clean condition to the store, or direct to Rug Doctor if you have used home delivery) can be enforced at the discretion of the rental/booking agent.

Rug Doctor reserves the right to apply an administration fee to Home Delivery rentals if a request for a delivery date is changed less than 24hrs before it is dispatched.

The same Administration fee is applicable should a delivery or collection address be changed.

Equipment / Product Use – Use the equipment, materials and cleaning products in a careful and prudent manner according to the instructions furnished by Rug Doctor Ltd and do not allow any other person to use the equipment without the express written permission of Rug Doctor Ltd. The machine is for domestic use only and must only be used at the address given during the booking procedure and at no other properties. This appliance is not intended for use by persons (including children) with reduced physical, sensory or mental capabilities, or lack of experience and knowledge, unless they have been given supervision or instruction concerning the use of the appliance by a person responsible for their safety. Children should be supervised to ensure they do not play with the appliance. Care should be taken when lifting or lowering the machine, always follow safe lifting practices and ensure the machine recovery tank and cleaning solution tank are empty before attempting to move the machine. Always where possible pull the machine along the ground on its wheels by the adjustable handle. Rug Doctor Ltd is not responsible for Renter’s failure to follow operating instructions or for any damage that results due to use of non-Rug Doctor products in the equipment. If the equipment malfunctions or appears unsafe, Renter agrees to immediately discontinue its use and return it to the store. Renter understands and accepts that, to the extent permitted by law and except in the case of personal injury or death resulting from our negligence, the maximum limit of Rug Doctor Ltd.’s liability for losses or damages, whether in contract, tort (including negligence), breach of statutory duty or otherwise shall be limited to the rental charge you agreed to pay for the right to use the Rug Doctor machine for the period agreed.

You understand some stains – especially if they have been dried in – can be impossible to remove and results may vary depending on the stain and surface cleaned.

Rug Doctor machines are designed to deep clean and extract the waste water in one cleaning pass. You agree to avoid over-wetting and not to go over heavily soiled spots more than once. On wool/wool mix carpets and thick pile carpets you agree to only go over them once no matter how soiled, and then go over the carpet extracting water only, do not dispense any cleaning solution. If a carpet feels over wet after cleaning, ensure the dome filter is thoroughly clean and unblocked, then go over the carpet extracting water only, do not dispense any cleaning solution. Always ensure you adequately ventilate the room after cleaning to aid the drying process.

The Renter shall be liable if the rented equipment is damaged, lost or not returned whilst on hire to him or her and shall indemnify Rug Doctor Ltd for (1) all costs it suffers in undertaking recovery and/or repair, and (2) for the full value of the Equipment if it is lost, stolen or damaged beyond repair.

The Renter agrees to return the Equipment in a clean condition, ensuring there is no residual water remaining in either the clean water tank or the waste water tank. The Renter must return the equipment within the agreed Due Back time and return date and understands that Rug Doctor Ltd may institute civil and/or criminal proceedings without further notice if the Equipment is not returned within 24 hours or 48 hours (as booked) of the agreed Due Back return time.
Theft or conversion of machines is a criminal offence. Rug Doctor always prosecutes theft to the fullest extent of the law.

Rug Doctor Ltd may use any of the information you have provided to us for the following purposes: – Administration of your purchase, marketing, credit checking, analysing your purchasing preferences, conducting market research surveys, warranty administration and providing you with information about other services and products we offer. We search the files of credit reference agencies who will record the search. We may share your information, but only with our group companies and with the rental agent where you rented the machine. We, or they, may contact you by email, mail, telephone, SMS and/or text with details of exclusive offers, competitions and products and services that may be of interest to you. If you do not want to be contacted by Rug Doctor Ltd, its group companies or the rental agent, please indicate on registration or write to The Data Protection Officer at Unit 29, Decoy Road, Timberline Trading Estate, Worthing, West Sussex BN14 8ND United Kingdom but remember, if you do, we will not be able to notify you of special offers and promotions.



Delivery policy

When you buy your Rug Doctor machine, delivery costs are included within the price.

  • Delivery normally takes 2 to 3 working days.
  • Free delivery applies to most mainland UK addresses.

For postage to non-mainland UK addresses please email:
[email protected]

  • In order to track your shipment, please call Rug Doctor on +44 (0)1903 235558, and we will attempt to contact the delivery company for this information.

Return / refund / cancellation policy

Each Rug Doctor product you buy directly from Rug Doctor comes with a 30-day money-back guarantee.

  • If you are not completely satisfied, you can return the product within the first 30 days after having received it. If you choose to return the product during this time, just call 01903 235558.
  • Machines – Rug Doctor covers return postage costs.
  • Detergents/Trigger Sprays/Parts and Accessories – Customer to cover return postage costs.
  • After we receive the product back, in resealable condition, we will process the return and refund the full purchase price.
  • There are no restocking fees within this 30 day period.
  • If you wish to cancel your order please contact Rug Doctor on 01903 235558.

Your order will be cancelled and a full refund issued. Your order can be cancelled at any point from the time of order, through to 30 days after delivery to you.