Carpet Coverage Terms, Conditions, and procedures

PROCEDURES

1. Submitting Claims

• All claims must be filed within 5 days of the incident; otherwise, the warranty is void.
• All claims must be submitted in writing with accompanying photographs.
• Email claims@carpetnow.com with your information & photographs to begin the claim process.

2. Claims Process

• A Carpet Now representative schedules an in-home inspection before claim approval.
• Approved claims are resolved at Carpet Now’s discretion, which may include cleaning, repair, or replacement.
• Rejected claims receive a written explanation for denial.
• For repair or replacement, the product may be similar, equivalent, or updated based on availability.
• If the claim is denied or final, customers have the option to dispute the claim. They can select “Dispute the Claim” to begin the process. It will then go through mediation.

3. Customer Responsibilities

• Customers must provide reasonable weekday access for inspection and resolution procedures.
• Any costs for moving furniture or obstacles for repairs are the customer’s responsibility.
• Customers must retain proof of purchase and cleaning receipts for warranty validation.

TERMS AND CONDITIONS

1. Warranty Coverage

• $0 Deductible.
• Must have moisture barrier pad to be eligible
• Non-transferable.
• Applicable for homeowners and residential use only.
• One stain-related claim and one tear/wrinkle/rip claim allowed per term.
• In case of stain replacement, replacement is limited to affected and/or connected areas.
• If replacement is deemed necessary by Carpet Now, we will only replace 1 room. We will not replace multiple rooms even if damage is found in multiple places.
• The warranty covers only the original installation and does not extend to subsequent installations or re-installations.
• The warranty is contingent upon proper installation, which includes following the manufacturer’s guidelines and industry best practices.
• Exclusions: floods, fires, disasters, acts of God.
• We will replace or repair the damaged areas and stop at nearest doorway.
• We are not responsible for dye lot differences or visual carpet color differences if previous carpet was discontinued.
• Warranty must be purchased within first week of installation

2. Redemption and Claims

• Redemption for credit if unused within the warranty period (e.g., applicable if the homeowner moves before the end of the warranty). Credit is limited to the amount spent on the warranty by the home owner. (i.e. $450 warranty equates to $450 credit on future carpet purchase).
• Access to exclusive discounts with approved vendors.
• Customers are responsible for paying all cleaning invoices directly to the stain cleaning company of their choice.
• Any modifications or repairs to the carpet not authorized by Carpet Now during the warranty period may void the warranty.

3. Maintenance and Compliance

• Compliance with manufacturer maintenance requirements.