Marylebone Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Marylebone Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and professional working arrangement. In these terms, references to “we”, “us”, and “our” mean Marylebone Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation receiving the service. Please read this document carefully before confirming any appointment.

The purpose of this agreement is to explain what the carpet cleaning service includes, how bookings are arranged, when payments are due, and what happens if a cancellation or change is required. It also explains liability limits, waste handling obligations, and the law that applies to our contract. These terms apply to all carpet cleaning and related upholstery or fabric cleaning services provided by us, unless we agree otherwise in writing.

By requesting a service, you confirm that you are authorised to instruct us to carry out the work at the relevant premises. You also confirm that you have read and understood the conditions below. If any part of these terms is unclear, it is your responsibility to ask for clarification before the appointment is confirmed.

1. Booking Process

Bookings may be made by phone, email, online enquiry, or any other booking method we make available from time to time. A booking is not confirmed until we have accepted the request and provided a confirmed date, estimated arrival window, or other written or verbal confirmation. We may ask for information about the size, type, and condition of the carpet cleaning area, access arrangements, parking, and any special requirements before accepting the booking.

When you book a carpet cleaner in Marylebone or any other service with us, you must provide accurate and complete details. This includes the service address, the rooms or items to be cleaned, and any known stains, damage, or pre-existing issues. If the information supplied is incorrect or incomplete, we may need to revise the price, adjust the schedule, or amend the scope of work. Any quote or estimate is based on the information provided at the time of booking and may change if the actual conditions differ materially from those described.

We will normally provide a time slot rather than an exact arrival time. Any stated times are approximate unless expressly guaranteed in writing. Access to the property must be available at the agreed time, and you must ensure that a responsible adult is present if required. If we are unable to gain access, or if the premises are not ready for the service to begin, you may be charged a call-out fee or part of the appointment fee.

2. Service Scope and Customer Responsibilities

Our Marylebone carpet cleaning service is designed to remove common soil, grime, and surface contamination from carpets and soft furnishings using appropriate professional methods. Results can vary depending on fabric type, age, wear, previous cleaning history, and the nature of the staining. Some marks, including dye transfer, fibre damage, old spills, permanent staining, and underlay-related discolouration, may not be fully removable.

You are responsible for moving small personal items, fragile belongings, and valuables before our arrival unless we agree otherwise. Larger items may need to be moved by us only if this is included in the service or agreed in advance. You must tell us about any delicate flooring, hidden cables, loose fittings, low-quality carpet backing, or other conditions that may affect the cleaning process. You should also identify any known allergies, sensitivities, or health concerns relevant to detergents or cleaning methods.

We may refuse to clean an item or area if we believe the condition of the material makes the work unsafe or likely to cause damage. If we recommend a test patch, pre-treatment, or a modified technique, you agree that this may be necessary before the full clean is undertaken. Where we have advised that a particular result cannot be guaranteed, you accept that the service is provided on a best-efforts basis.

3. Payments and Charges

Prices may be quoted as fixed fees, room-based charges, item-based charges, hourly rates, or a combination of these, depending on the job. Any estimate provided before the visit is indicative unless we confirm it as a fixed quotation in writing. The final amount payable may vary if the job changes, if extra areas are added, or if unexpected conditions require additional time, labour, or specialist treatment.

Payment is due in full on completion of the service unless we have agreed a different arrangement in writing. We may accept cash, card payment, bank transfer, or another approved payment method. Where an invoice is issued, payment must be made by the due date stated on the invoice. If payment is overdue, we reserve the right to charge reasonable late-payment charges and recover the costs of collection where permitted by law.

Any deposit requested at the time of booking is used to secure the appointment and may be non-refundable, subject to the cancellation rules set out below. Promotional prices, discounts, or special offers may be withdrawn at any time and may be subject to specific conditions. Unless stated otherwise, prices are inclusive of labour and ordinary cleaning materials but exclude parking fees, congestion charges, specialist stain treatment, or other additional costs that are reasonably incurred for the appointment.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we will usually offer a new appointment or refund any refundable amount paid in advance, subject to any charges already incurred. If you cancel late, fail to provide access, or are unable to proceed with the appointment when our team arrives, we may retain the deposit or charge a cancellation fee to cover lost time and preparation costs.

The exact cancellation charge may depend on the notice given, the size of the booking, and whether materials or third-party costs have already been committed. We will act reasonably when applying any charge and will only recover sums that reflect our actual losses or legitimate business costs. Where a booking is part of a larger service package, cancellation of one element may affect the price of the remaining elements.

We may need to reschedule due to staff illness, extreme weather, transport disruption, equipment failure, safety concerns, or other events beyond our reasonable control. If this happens, we will use reasonable efforts to offer a suitable alternative time. We are not responsible for indirect loss caused by a delay or rescheduling, provided we have acted in good faith and taken reasonable steps to minimise disruption.

5. Liability and Limitations

We will perform the service with reasonable care and skill. If we cause damage through negligence, we will assess the issue and may, at our discretion, repair the damage, arrange a suitable remedy, or provide a fair financial adjustment, subject to the limits below. You must notify us of any alleged problem as soon as reasonably possible after the service so that we can investigate promptly.

We are not liable for pre-existing faults, normal wear and tear, hidden defects, colour fading, shrinkage caused by unsuitable materials, or damage resulting from poor condition of the carpet or fabric. Where items are not suitable for professional wet cleaning, or where the manufacturer’s instructions advise against certain methods, the risk may remain with you if you ask us to proceed. We also do not accept liability for damage caused by the presence of defective fixtures, unsecured furniture, loose carpet edges, weakened seams, or other pre-existing structural issues.

To the fullest extent permitted by law, our liability for any claim arising out of or in connection with the service shall be limited to the amount paid or payable for the specific service in question, except where the law does not allow such limitation. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. We are not responsible for indirect or consequential losses such as loss of profit, loss of opportunity, or loss of enjoyment.

6. Waste Handling and Environmental Compliance

As part of our carpet cleaning services, we may generate waste such as used cloths, packaging, vacuum debris, waste water, and contaminated materials. We will manage waste in accordance with applicable UK waste legislation and general environmental obligations. Where waste must be removed from the premises, we will dispose of it responsibly using appropriate disposal methods and, where relevant, licensed waste routes.

You must ensure that any hazardous material, sharp object, bodily fluid contamination, mould, asbestos, or other regulated substance is disclosed before work begins. We are not obliged to handle any waste or contamination that may place staff, occupants, or third parties at risk. If such conditions are discovered during the visit, we may suspend or stop the work and charge for the time already spent. Any specialist disposal requirement may be treated as an additional service and priced separately.

You agree not to require us to breach any waste, environmental, or health and safety regulation. If the service generates items that must be retained temporarily for inspection, we may store them only for as long as reasonably necessary. You remain responsible for any non-cleaning waste generated by your household or business unless we expressly agree to remove it as part of the appointment.

7. Access, Safety, and Site Conditions

The customer must provide a safe working environment, including reasonable access to the property, adequate lighting, and a suitable water and electricity supply where needed for equipment. If access is restricted, unsafe, or significantly more difficult than expected, we may charge extra or refuse to proceed until the issue is resolved. Pets, children, and other occupants should be supervised so they do not interfere with the work or place themselves at risk.

We may ask you to keep the cleaned area unused for a period after completion to allow drying or settling. If furniture, footwear, or other objects are placed back too early, staining or marking may occur, and we will not be responsible for that outcome. You should follow any aftercare instructions we provide at the time of service, especially where drying times, ventilation, or protective measures are required.

Where we reasonably believe that work cannot be carried out safely, we may stop the service. Examples include unsafe electrics, excessive moisture, aggressive behaviour, or the presence of dangerous substances. In such cases, any fee already earned for attendance, inspection, or partial work may still be payable.

8. Complaints and Remedies

If you are unhappy with any aspect of the service, you should notify us promptly and allow us a reasonable opportunity to review the issue. We may ask for photographs, written details, or access to inspect the affected area. If a genuine fault is identified and the matter falls within our responsibility, we may offer re-cleaning, a partial refund, or another fair remedy depending on the circumstances.

Any remedy will be limited to the issue complained of and will not extend to unrelated areas or services. A complaint does not entitle you to withhold payment for undisputed elements of the work. We aim to resolve concerns in a practical and proportionate way and may consider the age, condition, and suitability of the carpet or fabric when determining the appropriate response.

9. General Provisions and Governing Law

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless we agree otherwise. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right shall operate as a waiver of that right.

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.

By proceeding with a booking for Marylebone Carpet Cleaners, you acknowledge that you have read, understood, and agreed to be bound by these service terms and conditions. They are intended to provide a clear framework for the provision of a reliable carpet cleaning service, while also setting sensible limits on risk, payment, and responsibility.