Marylebone Carpet Cleaning Terms and Conditions

These Terms and Conditions govern the provision of carpet and related cleaning services by Marylebone Carpet Cleaning to customers in the United Kingdom. By booking or receiving any service from Marylebone Carpet Cleaning, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means Marylebone Carpet Cleaning, the provider of the cleaning services.

Customer means the individual or business booking or receiving services from the Company.

Premises means the property or location where the services are to be carried out.

Services means carpet cleaning and any other related cleaning services agreed between the Company and the Customer.

Agreement means the contract between the Company and the Customer formed in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides professional carpet cleaning and related cleaning services at residential and commercial premises within its operating area in the United Kingdom. The exact services to be provided will be described at the time of booking and confirmed in the booking confirmation.

The Company reserves the right to refuse or discontinue services if the Premises are deemed unsafe, if access is not reasonably available, or if the Customer behaves in an abusive or threatening manner.

3. Booking Process

3.1 Bookings may be made by the Customer through the Companys chosen booking channels as advertised from time to time. The Customer is responsible for providing accurate information regarding the Premises, type of flooring or surfaces, approximate size, level of soiling, access arrangements and any other relevant details requested by the Company.

3.2 A booking is not confirmed until the Company has accepted the booking request and issued a booking confirmation. The Company may refuse a booking at its discretion.

3.3 The Customer must ensure that a responsible adult is present at the Premises at the start and end of the appointment, unless alternative arrangements have been expressly agreed in advance.

3.4 The Customer must inform the Company of any restrictions affecting the Premises, such as parking limitations, entry codes, building regulations, pet restrictions or other access conditions. Any charges incurred due to inaccurate or incomplete information provided by the Customer may be added to the final invoice.

4. Customer Responsibilities

4.1 The Customer must provide the Company with safe and reasonable access to the Premises for the duration of the appointment. This includes arranging suitable parking where possible and ensuring that access routes are clear.

4.2 The Customer is responsible for moving small and fragile items, valuables and personal belongings from areas to be cleaned before the Company arrives, unless otherwise agreed. Heavy furniture or items will only be moved where it is safe and reasonable for the Company to do so, at the Companys discretion.

4.3 The Customer must inform the Company in advance of any known defects, risks or sensitivities in relation to carpets, rugs, upholstery, hard floors or other items to be cleaned. This includes but is not limited to existing damage, loose fittings, colour instability, shrinkage risk, wear and tear, or prior use of inappropriate cleaning products.

4.4 The Customer is responsible for supervising children and pets at all times during the service appointment and for keeping them away from the work area and any equipment or cleaning solutions used by the Company.

5. Pricing and Quotes

5.1 Prices for Services are normally provided as a quote based on the information supplied by the Customer. All quotes are given in good faith but are subject to adjustment if the information provided by the Customer is incomplete or inaccurate, or if the actual condition or size of the areas to be cleaned materially differs from what was described at the time of booking.

5.2 Unless stated otherwise, prices include the provision of labour, standard cleaning materials and equipment required to performance the Services. Additional charges may apply for extra services requested on the day, difficult access, congestion or parking costs, and disposal of waste where this exceeds ordinary operational levels.

5.3 All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as specified at the time of booking, in accordance with the Companys current VAT status.

6. Payments

6.1 Payment terms will be communicated to the Customer at the time of booking. The Company may require payment in advance, a deposit, or payment on completion of the Services, depending on the nature and scale of the work.

6.2 The Company accepts the methods of payment that it advertises from time to time. The Customer must ensure that full payment is made within the timeframe agreed with the Company.

6.3 Invoices not paid by the due date may incur late payment charges and interest in accordance with applicable UK law. The Company reserves the right to suspend or refuse future Services where outstanding invoices remain unpaid.

6.4 For business Customers, the Company may carry out credit checks and set credit limits at its discretion. The Company may withdraw credit facilities at any time.

7. Cancellations and Rescheduling

7.1 The Customer may cancel or reschedule a booking by giving notice to the Company within the time period specified at the time of booking. Where appropriate notice is not given, a cancellation or rescheduling fee may be charged.

7.2 The Company will inform the Customer as soon as reasonably possible if it needs to cancel or change a booking due to circumstances beyond its control, including but not limited to staff illness, severe weather, equipment failure, access issues or other operational reasons. In such cases, the Company will offer to reschedule the appointment at a mutually convenient time.

7.3 If the Customer is not present at the Premises at the agreed time, or if the Company is unable to gain access or begin the work due to circumstances under the Customers control, this may be treated as a late cancellation and the applicable fee may be charged.

7.4 Any deposits may be refundable or non-refundable depending on the terms stated at the time of booking. The Company will clearly indicate the status of deposits in advance.

8. Service Standards and Limitations

8.1 The Company will perform the Services with reasonable care and skill, in accordance with professional standards commonly expected of providers of carpet and cleaning services in the United Kingdom.

8.2 While the Company will use appropriate cleaning methods and products, it cannot guarantee that all stains, odours or marks will be fully removed. Some stains may be permanent, especially if they have set over time, have been treated previously with unsuitable products, or involve certain substances that permanently alter fibres or dyes.

8.3 The Customer acknowledges that certain cleaning processes involve the use of moisture, chemicals and mechanical action that may carry a small inherent risk of damage, especially where items are already worn, damaged, poorly installed, or incompatible with cleaning methods. The Company will not be liable for pre-existing damage or for issues arising where the Customer has failed to disclose relevant information.

8.4 Drying times for carpets and other surfaces vary depending on the type of material, ventilation, temperature and humidity. Any drying times provided by the Company are estimates only. The Customer is responsible for ensuring adequate ventilation and for following any aftercare instructions given.

9. Health and Safety

9.1 The Company will take reasonable steps to ensure the health and safety of its operatives and the Customer while providing the Services at the Premises.

9.2 The Customer must not request the Company to undertake any task that is unsafe, unlawful, or beyond the scope of the Services. The Company may refuse to carry out any work that it reasonably considers to pose a risk to health and safety.

9.3 The Customer agrees to ensure that the Premises are reasonably free from hazards, including trailing cables, loose flooring, dangerous substances, or aggressive animals. The Company may suspend the work until hazards have been remedied.

10. Waste Handling and Environmental Regulations

10.1 The Company will handle and dispose of waste generated during the provision of the Services in accordance with applicable environmental and waste regulations in the United Kingdom.

10.2 Ordinary waste arising directly from the cleaning process, such as used cleaning solutions, soiled water and minor debris, will be managed by the Company as part of its standard operational procedures, subject to site conditions and legal requirements.

10.3 Where the Services involve the removal of significant quantities of waste, bulky items or materials that may be classified as controlled waste or special waste, additional charges may apply. The Customer will be informed of such charges before the work is undertaken where reasonably possible.

10.4 The Customer is responsible for informing the Company in advance if any areas to be cleaned may contain hazardous substances or materials requiring special disposal procedures. The Company reserves the right to refuse to handle any materials that may breach waste legislation or pose a risk to health or the environment.

11. Damage, Loss and Liability

11.1 The Company will maintain appropriate insurance cover for its business operations in line with industry practice. Details can be provided to the Customer upon reasonable request.

11.2 If the Customer believes that the Company has caused damage to property or possessions, the Customer must notify the Company as soon as reasonably possible, and in any event no later than 48 hours after completion of the Services, providing clear details and any available evidence.

11.3 The Companys total liability for loss or damage arising out of or in connection with the Services, whether in contract, tort, negligence or otherwise, shall be limited to the value of the Services provided on the specific visit during which the incident occurred, or the amount recoverable under the Companys relevant insurance policy, whichever is greater, subject to UK law.

11.4 The Company will not be liable for any indirect, consequential or economic loss, including loss of profit, loss of use, loss of opportunity or loss of enjoyment, arising from or in connection with the Services.

11.5 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

12. Complaints and Service Issues

12.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company within 48 hours of completion of the work, giving full details of the issue.

12.2 The Company will investigate complaints received in a timely manner and, where appropriate, may offer to re-visit the Premises to inspect the work and, if reasonable, to re-perform part of the Services.

12.3 Any remedial action is provided at the Companys discretion and does not constitute an admission of liability.

13. Force Majeure

13.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, fire, flood, acts of government, strikes, lockouts, equipment failure not caused by the Companys negligence, or interruptions to transport or utilities.

14. Personal Data and Privacy

14.1 The Company will collect and process personal data from the Customer for the purpose of managing bookings, providing the Services, processing payments, and administering the relationship with the Customer.

14.2 The Company will handle personal data in accordance with applicable UK data protection laws and its privacy practices, which are available on request. The Customer is responsible for ensuring that any personal data it provides is accurate and up to date.

15. Variations to these Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will normally apply to that booking.

15.2 Any variation to these Terms and Conditions requested by the Customer must be agreed in writing by the Company to be valid.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any Agreement between the Company and the Customer, are governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the Services, or the Agreement.

17. Severability

17.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed removed to the minimum extent necessary and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

18.1 These Terms and Conditions, together with any written booking confirmation or specific written agreement between the Company and the Customer, constitute the entire agreement between the parties and supersede all prior discussions, representations and arrangements relating to the subject matter.

18.2 The Customer acknowledges that it has not relied on any statement, promise or representation made or given by or on behalf of the Company that is not set out in these Terms and Conditions or in the booking confirmation.