Wool Owners WarrantyHandbook

Wool Owners Warranty Handbook.

It is the intention of this handbook to clearly lay out the terms, conditions and limitations of WOW! Warranty and to help wool carpet owners who register their carpet for WOW! Warranty to get the most benefit out of this carpet after-care and stain removal service.

What is WOW! Warranty?

The Wool Owners Warranty is a special after-care service for consumers who buy a wool or wool-rich carpet or rug from participating manufacturers.

It is designed to keep wool carpets under WOW! Warranty spotless and well maintained throughout their lifetime.

How does WOW! work?

At point of sale the carpet retailer offers the customer the opportunity to register their new wool carpet for the WOW! Warranty. Alternatively, the carpet owner can register their carpet through the WOW! Warranty website, www.wowwarranty.com.

Immediately afterwards, simultaneous introductory emails containing all the necessary contact information are sent to the carpet owner and their appointed WOW! Registered Carpet Cleaner (WRCC).

The carpet owner is visited by their assigned WOW! Registered Carpet Cleaner and receives a free bottle of WoolSafe Approved spot remover, some spot removal technique advice, and the option to protective treat their carpet.

For the duration of their warranty, if carpet owners are unsuccessful in removing a spot, they can call their WOW! Registered Carpet Cleaner who will talk them through the removal steps. In the unlikely event that the spot cannot be removed the WOW! Registered Carpet Cleaner will visit the carpet owner’s home to attempt a professional removal, free of charge.

When the warranty is near to expiring the carpet owner is contacted by WOW! with the option to extend this free warranty for another 12 months on condition they have the carpet professionally cleaned by their WOW! Registered Carpet Cleaner.

Which carpet manufacturers are offering WOW! Warranty on their products?

There are 16 premium wool carpet suppliers offering WOW! Warranty cover These are:

How long is WOW! valid?

WOW! can last the lifetime of the carpet (10 years). The initial warranty lasts12 months from the date of purchase. However, depending on the condition of the carpet this warranty can be extended indefinitely.

Just have your carpet professionally cleaned by your WOW! Registerd Carpet Cleaner once a year and your Warranty is automatically extended for another 12 months.

Regular maintenance dramatically extends the useful life of your carpet and improves both appearance and indoor air quality.

Clarendon Georgian Carpets Manx Crucial Trading Mr Tomkinson Gaskell Wool Rich Victoria Carpets Kingsmead Carpets Stoddard Carpets Brintons CarpetsThomas Witter Whitestone Weavers Hugh Mackay Himalaya Carpets Natural Elements Flooring Kersaint Cobb & Company

Keep track of your WOW! Warranties in your online account.

Each WOW! Warranty Registrant has their own personal account on the WOW! website. www.wowwarranty.com

You can access all the details of your carpets under warranty including when the carpet was installed, any spot removal treatments and cleaning work carried out as well as warranty expiry dates and renewal buttons.

Your allocated WOW! Registered Carpet Cleaner contact details are stored and displayed at the top of your account page for easy access in case of emergency.

Please keep your contact details up-to-date.

From the WOW! Warranty website you can also find lots of tips and advice on carpet care, links to WoolSafe Approved carpet cleaning products and frequently asked questions.

How many free spot removal call outs can I have?

There is a fair usage policy which limits your free call outs to three per twelve month warranty term.

However, most stains are easily removed when treated quickly, using the correct method and products. As long as you follow the instructions, as they were explained and demonstrated to you by your WRCC, the need for call outs should be few and far between.

What if I forget to extend my Warranty?

Don’t worry, you will receive a notification email by WOW! Warranty when your cover is nearing expiration. You may also be contacted by your WOW! Registered Carpet Cleaner to arrange a convenient date to carry out the carpet cleaning.

If you do let your warranty lapse and you spill something on your carpet then I’m afraid you are not eligible for the free spot removal service. However, contact your WRCC immediately for expert advice.

What happens if my WRCC can’t get the stain out?

WOW! Registered Carpet Cleaners are able to remove most stains because they are highly skilled operators with vast amounts of experience & training. They have a wide range of professional cleaning products, not available to consumers, at their disposal. However, no guarantee is given to remove all stains. WOW! Warranty is not a stain proof carpet guarantee. It is a limited warranty to provide after care advice and attempt a professional spot removal if carpet owners are unable to do so successfully themselves.

If your WRCC is unable to remove the stain because it is permanent, (e.g. it has been bleeched, damaged, permanently dyed etc.) then he may be able to offer to repair the carpet.

Carpet repair and restoration work is not covered by the free warranty and a private arrangement with your WRCC will need to be agreed prior to commencement of any such work.

As a last resort you may decide to make a claim on your household insurance.

Who is my WOW! Registered Carpet Cleaner?

On the day you first register a carpet you will be allocated the nearest WOW! Registered Carpet Cleaner to you.

All WOW! Registered Carpet Cleaners are WoolSafe Approved Service Providers.

There are networks of WoolSafe Approved Service Providers around the world. They have cleaning technicians called Fibre Care Specialists who have been trained by theWoolSafe Organisation to understand the special considerations and techniques needed when cleaning wool.

Approved Service Providers have full insurance cover, a minimum of five years experience, recognised training certificates and agree to use WoolSafe Approved Products when cleaning wool or wool-rich carpet and rugs.

Who are WoolSafe?

WoolSafe is a world-wide organisation dedicated to the promotion of quality care for wool and synthetic carpets and rugs.

WoolSafe tests carpet cleaning products in their laboratory and certify only those that are both safe and effective for use on all (wet-cleanable) fibres including wool.

When you are caring for your carpet, for peace of mind always look for the WoolSafe logo on the packaging when buying your carpet care products.

The WoolSafe Organisation offers carpet care advice to carpet manufacturers, suppliers, retailers and owners as well as all those who are responsible for the cleaning and maintenance of carpets.

For a full list of WoolSafe Approved products and services visit the WoolSafe Organisation website. www.woolsafe.org

Top Ten Tips for successful spot removal

1. Down load the FREE WoolSafe Carpet Stain Cleaning Guide App

Treating a spillage immediately greatly increases the chances of successful removal. Always at hand and FREE to download the WoolSafe Carpet Stain Cleaning Guide App gives simple, step by step advice. WOW!

2. Follow the advice or demonstration you shown by your WOW! Registered Carpet Cleaner, or that given on the WoolSafe App.3. Immediately soak up spills with white kitchen roll or toilet paper.4. Scoop up solids with a spoon or blunt side of a knife.5. Before applying any spotting agent, pre-test it on an inconspicuous area of the carpet. Use small quantities of your WOW! spot remover at a time, applied to the kitchen roll and not directly onto the spot. 6. Blot and dab, DO NOT RUB!7. Work from the outside of the spot inwards so as not to spread the spill.8. Be patient and take your time. Use small amounts of spot remover at a time, repeat if necessary.9. Always thoroughly rinse out water-based spot removers with clean cold water10. When you have finished the spot removal treatment take care to gently set the pile of the carpet before it dries.

If spot removal is unsuccessful contact your WOW! Registered Carpet Cleaner immediately.

1. These Terms & Conditions describe the details of the WOW! Wool Owners Warranty (the “warranty”). This includes the carpets that are covered, the responsibility of the carpet purchaser or owner (the “owner”), the warranty services provided by the appointed WOW! Registered Carpet Cleaner (the “WRCC”) and the types of stain excluded.

2. Carpets eligible for the warrantyThe WOW! Wool Owners Warranty only applies to selected carpets from:

Clarendon Georgian Carpets ManxCrucial Trading Kersaint Cobb & Company Mr TomkinsonGaskell Wool Rich Kingsmead Carpets Stoddard CarpetsThomas Witter Whitestone Weavers Hugh MackayHimalaya Carpets Brintons Carpets Victoria Carpets Natural Elements Flooring This is subject to the carpet being professionally installed. The list of participating suppliers is subject to change.

3. Eligible geographic locationsWow! Warranty applies only to carpets installed in the United Kingdom and the Republic of Ireland. 4. Registering your warrantyFor your warranty to be valid it must be registered with WOW! Warranty Ltd (www.wowwarranty.com) at the time of purchase or before the date the carpet is installed. Failure to register will make any warranty recommended or implied at the time of purchase invalid.

5. When the warranty becomes effective5.1. The warranty becomes effective the moment the installation of the carpet is completed. Stains that occur prior to a visit by a WRCC are not covered.

5.2. Failure to agree to a visit or keep appointments to receive spot removal advice from a WRCC will void the Warranty.

5.3. Any stains, soiling or other damage to the carpet as a result of the installation (fitting) process is not covered by the warranty, but must be

WOW! Warranty Terms & Conditions

Wool Owners Warranty Keeping your carpets spotless

6. Installations covered by the warrantyThe WOW! Warranty applies for owner-occupied, indoor residential instal-lations and to carpet purchased by the full time tenant in a rental property. Please keep your receipt.

7. Free warranty period7.1. The warranty, including any extensions, is free for a 12 month period and covers WOW! spot removal advice and, in case the spot cannot be removed by the carpet owner, professional spot removal by the WRCC.

7.2. Spot removal by the carpet owner must be carried out according to the advice given by the WRCC or on the WOW! Spot Remover supplied.

7.3. Using any other spot removal product, or advice from any other source (apart from that supplied by The WoolSafe Organisation, www.woolsafe.org), will invalidate the warranty.

8. Warranty extensions8.1. The warranty can be extended before or at12 months after installation.8.2. The Warranty can be extended multiple times and for the life of the carpet which, for the purpose of this warranty, is a maximum of10 Years.8.3. To extend the warranty the carpet must be professionally cleaned by the WRCC. The cleaning must be booked on or before 12 months after installation and must be carried out within 13 months of installation. Subsequent cleans must be booked within 12 months and carried out within 13 months. Warranty extensions run from the last expiration date of the warranty or the date on which the carpet was cleaned, whichever date is earliest. Any services requested from the WRCC between warranty expiration and renewal are not covered under the terms of the free warranty and are provided at the discretion of the WRCC.8.4. The warranty provided is extended to the original purchaser only and is not transferable.8.5 Any other carpet, or other floor covering, already installed in the building cannot be included in the warranty. However, subsequent carpet(s) supplied by and fitted on behalf of, the manufacturers listed under Clause 2, can be included in warranty extensions (see also 6).

9. Warranty limitations9.1. The warranty is limited to your carpet after-care and subject to fair usage. 9.2. The warranty covers spot removal using cleaning chemicals. Carpet repairs and carpet re-colouring/dying are not covered.9.3. A maximum of three (3) emergency stain treatments (in one or more visits) per 12 month warranty period is allowed, unless otherwise agreed with your WRCC. 9.4. For all other issues relating to the carpet, such as appearance change, wear, colour, etc., refer to your manufacturer’s warranty.9.5. For installation issues contact your retailer or carpet fitter.

10. Warranty Service ProvidersThe warranty is serviced by WoolSafe Approved Service Provider cleaning companies appointed by WOW! Warranty Ltd.

WOW! Registered Carpet Cleaners (WRCCs) are the only recognised carpet cleaners permitted to carry out warranty work.

Using a non-WOW! Registered Carpet Cleaner will void your warranty.

11. If your allocated WRCC is (temporarily) unavailable Contact WOW! Warranty Head Office immediately. Stain removal advice will be provided and the support of an alternative WRCC will be arranged.

12. No guarantee is given to remove all stainsAs with any other carpet pile fibre, some stains are impossible to remove from wool, even by a professional cleaner,and are permanent. Fortunately these are in the minority, but a few examples and reasons are given below.

Some stains:12.1. Remove the dyes (e.g. bleach, acne medication), 12.2. Dry to a permanent, hard state (e.g. glue, some paints), 12.3. Have very fine particles (e.g. soot, lilly pollen, brick dust, print toner, etc.)12.4. Dye the fibre (e.g. hair dye, vomit, some food dyes, berries etc.) 12.5. Damage the carpet fibre (e.g. burns, rot, insect damage, mould, caustic chemicals etc.)

Generally, when carrying out carpet stain removal on twist pile wool carpet a certain amount of pile definition may be lost, especially if prolonged treatment is required.

WOW! Warranty does not cover odours.

13. Every attempt will be made to remove stainsHowever, if a stain cannot be removed to the satisfaction of the owner – after due effort by the WRCC – and is therefore considered to be permanent, it is the owner’s decision whether they wish to claim on their home contents insurance.

14. Responsibilities of WOW! Warranty LtdWOW! Warranty Ltd will not be held responsible for any loss or damage incurred during the servicing of the warranty

Complaints, or claims of damage or loss, are between the carpet owner and the WRCC.

15. Negligence or deliberate stainsThe warranty specifically excludes any stains that15.1. have been made deliberately or intentionally by the carpet owner,15.2. were caused by heat, fire, flooding or similar incidents, 15.3. Caused by pets e.g. urine (not accidental)15.4. resulted from the use of unsuitable or corrosive chemicals, or15.5. as a result of using the carpet for (a) purpose(s) for which it was not intended.

16. Carpet Owner obligations 16.1 Agree to and keep an appointment to receive carpet care advice from your WRCC. Failure to do so will void the warranty. (See also 5)16.2 Take reasonable care to maintain the carpet, e.g. install door mats (walk-off mats) and vacuum clean regularly.16.3 Attempt spot removal immediately after a spillage occurs.16.4 Follow spot removal instructions given by a WRCC or those given on the WoolSafe Stain Removal Guide App

17. Charges & Fees No charge is made for the stain removal advice or spotting product given on the initial visit by your assigned WRCC.

No charge is made for spot removal call-outs (subject to fair usage, see 9.3). Subsequent annual carpet cleanings to extend the warranty are paid for by you, the carpet owner. 18. In case of a complaintIn the first instance inform your WRCC of any complaint and give them the opportunity to rectify the issue to the satisfaction of all parties.

In the event that you are not fully satisfied with the service you receive from your allocated WRCC, or in case of a dispute that cannot be satisfactorily settled between the owner and the WRCC, contact WOW! Warranty Ltd in writing by letter or email.

WOW! Warranty Ltd reserves the right to appoint an independent adjudicator acceptable to all parties to try to resolve the dispute.

19. Your statutory rightsYour statutory rights are not affected by this warranty.

20. Contact detailsCustomer ServicesWOW! Warranty Ltd49 Boroughgate, Otley, LS21 1AG, UKemail: customerservices@wowwarranty.com

WOW!Warranty

Wool Owner’s Warranty is administered by WOW! Warranty Ltd.

Registered Office: 49 Boroughgate, Otley, LS21 1AG, England.

For more details contact: info@wowwarranty.comwww.wowwarranty.com

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