Service Policy
Last updated: December 12, 2024
1. Service Overview
At CloudTrize, we are committed to providing exceptional service for all your handcrafted Moroccan rug needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@marrakechsensations.com
- Phone: +1 204 555 9182
- Address: 359 Home St, Winnipeg, MB R3G 1X5, Canada
2.2 Support Hours
Our customer support team is available:
- Monday to Friday: 9:00 AM - 6:00 PM CST
- Saturday: 10:00 AM - 4:00 PM CST
- Sunday: Closed
3. Rug Care Services
3.1 Available Services
- Professional rug cleaning
- Fringe repair and restoration
- Hole and tear repairs
- Color restoration
- Rug binding and serging
- Moth damage repair
3.2 Service Timeframes
Standard service timelines:
- Assessment: 1-2 business days
- Minor repairs: 5-7 business days
- Major repairs: 14-21 business days
- Complete restoration: 30-45 business days
4. Warranty Services
4.1 Standard Warranty
All rugs purchased from CloudTrize come with:
- 30-day satisfaction guarantee
- 1-year warranty against manufacturing defects
- Free cleaning consultation within first 6 months
4.2 Extended Warranty
Optional extended warranty services include:
- 3-year extended protection
- Priority repair service
- Annual professional cleaning
- Discount on future repairs
5. Custom Services
5.1 Custom Rug Creation
- Custom size specifications
- Pattern customization
- Color matching services
- Traditional design consultation
- Material selection guidance
5.2 Additional Services
- In-home consultation
- Rug placement advice
- Care and maintenance workshops
- Authentication services
6. Service Pricing
6.1 Assessment Fees
- Basic assessment: Free
- Detailed condition report: $75
- Authentication certificate: $150
6.2 Repair Costs
- Minor repairs: $100-300
- Major repairs: $300-1000
- Complete restoration: Quote provided after assessment
7. Quality Assurance
Our commitment to quality includes:
- Expert assessment of all repairs
- Use of traditional repair techniques
- Quality testing before return
- Photographic documentation
- Satisfaction guarantee
8. Service Requests
8.1 How to Request Service
- Contact our support team
- Describe service needed
- Receive preliminary assessment
- Schedule service appointment
- Approve service quote
8.2 Required Information
- Rug dimensions and age
- Purchase information (if bought from us)
- Detailed description of issues
- Photos of damaged areas
- Preferred service timeline
9. Service Guarantees
We stand behind our services with:
- 90-day warranty on repairs
- Satisfaction guarantee
- Expert craftsmanship
- Traditional techniques
- Authentic materials
10. Updates to Service Policy
CloudTrize reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.