Marylebone Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Marylebone Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers within our service area in the United Kingdom. By making a booking, you agree that you have read, understood and accept these Terms and Conditions. They apply to all services supplied by us, unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions the following words have the meanings given below:
1.1 Marylebone Carpet Cleaners, we, us or our refers to the cleaning service provider supplying the services.
1.2 Customer, you or your refers to the person, firm or organisation requesting the services, whether as an individual or on behalf of a business or other entity.
1.3 Premises means the property, home, office or other location where the services are to be delivered.
1.4 Services means the carpet, upholstery and other cleaning services that we agree to perform as set out in your booking confirmation or other written agreement.
1.5 Booking means your request for services which is accepted by us and confirmed in writing, including by electronic confirmation.
2. Scope of Services
2.1 We provide professional carpet, rug and upholstery cleaning, along with related cleaning services, within our designated service area. The precise services to be provided will be detailed in your booking confirmation.
2.2 All services are supplied for normal domestic and commercial cleaning needs. Specialist or high risk areas or items may be subject to additional terms or may be excluded at our discretion if we believe that cleaning may cause damage or present a safety risk.
2.3 We reserve the right to refuse to provide services where access is unsafe, where the premises or items are in a condition that could pose a health and safety risk, or where you have not complied with these Terms and Conditions.
3. Booking Process
3.1 Bookings can be made by contacting us and providing details of the premises, items to be cleaned and your preferred date and time. All bookings are subject to our availability and acceptance.
3.2 We may request photographs, descriptions or additional information in order to estimate the duration, resources and price for the services. Any quotation provided on this basis is given in good faith, but we reserve the right to amend the price where the actual scope or condition of the premises or items differs from the information supplied.
3.3 A booking will be deemed confirmed only when we issue a written confirmation, which may be provided electronically. The confirmation will set out the services to be provided, the estimated arrival time or time window, and the applicable charges.
3.4 You are responsible for ensuring that all information provided at the time of booking is accurate and complete. Any error or omission which affects the delivery of the services, including incorrect address details or restricted access, may result in additional charges or cancellation fees.
4. Access to the Premises
4.1 You must ensure that our operatives have safe and reasonable access to the premises at the agreed time. This includes access to parking where required for our equipment and materials.
4.2 You must ensure that someone with authority to grant access and approve the work is present at the start and, where reasonably required, at the end of the service appointment. If no one is present, we may proceed based on the instructions given at the time of booking, and you agree to accept our assessment of the completed work.
4.3 If we are unable to gain access to the premises at the agreed time, or if access is delayed by more than 20 minutes due to circumstances within your control, we may apply a failed visit charge or shorten the service duration while maintaining the full fee.
5. Customer Obligations
5.1 You agree to:
(a) Provide accurate information regarding the premises and items to be cleaned.
(b) Remove fragile, valuable or breakable items from the areas where services will be performed, or clearly notify us of any such items that require special care.
(c) Inform us of any known hazards, defects, pre-existing damage, or conditions that may affect the services or pose a risk to our operatives.
(d) Ensure that there is electricity, water and adequate lighting available at the premises during the service.
5.2 For health and safety reasons, all pets and children should be kept away from areas where cleaning is being carried out, and from any equipment or products being used.
6. Prices and Payment
6.1 Our charges are based on the type of service, the size and condition of the areas or items to be cleaned, and the location of the premises within our service area.
6.2 Unless otherwise agreed in writing, prices provided before an on-site inspection are estimates. We reserve the right to revise the price once our operatives have assessed the premises and items on arrival. If the revised price is not acceptable, you may cancel the booking, subject to any applicable call-out or cancellation fees.
6.3 All prices are stated in pounds sterling and may be subject to applicable taxes and charges as required by law. Any such taxes or charges will be clearly stated where applicable.
6.4 Payment terms will be set out in your booking confirmation. We may require full or partial payment in advance, or payment on completion of the service. Where we offer account facilities to business customers, separate payment terms may apply.
6.5 Payment must be made by an accepted payment method, which may include card payment or bank transfer. We do not accept payment by cheque unless expressly agreed in writing.
6.6 Where payment is not made by the due date, we reserve the right to charge interest on the overdue amount at the statutory rate and to recover any costs reasonably incurred in pursuing late payment or debt recovery.
7. Cancellations, Rescheduling and No-Show
7.1 You may cancel or reschedule a booking by giving us notice prior to the scheduled start time. The required notice period and any applicable cancellation fees will be set out in your booking confirmation or communicated at the time of booking.
7.2 As a general guideline, cancellations or rescheduling with more than 48 hours notice will usually be free of charge. Cancellations or rescheduling with less than 48 hours notice may incur a cancellation fee up to a reasonable proportion of the service price to cover allocated time and resources.
7.3 If our operatives arrive at the premises at the scheduled time and are unable to gain access, or if the services cannot be performed for reasons within your control, we may treat the visit as a no-show and charge up to the full service fee.
7.4 We will use reasonable endeavours to attend at the agreed date and time, but timing is not of the essence. In the event of unforeseen circumstances, including but not limited to severe weather, traffic disruption, illness or equipment failure, we may need to reschedule your booking. In such cases, we will notify you as soon as reasonably practicable and offer an alternative appointment. We will not be liable for any losses arising from such rescheduling, other than refunding any pre-paid amounts for services not provided.
8. Service Quality and Complaints
8.1 We aim to provide services with reasonable care and skill, in accordance with industry standards and these Terms and Conditions.
8.2 If you are dissatisfied with any aspect of the services, you must notify us as soon as possible and in any event within 48 hours of completion. We may request photographs, a description of the issue, or an opportunity to inspect the affected areas.
8.3 Where we determine that the complaint is justified, we may at our discretion provide a re-clean of the affected areas or a partial refund. Our liability will in any case be limited as set out in section 11.
9. Use of Cleaning Products and Equipment
9.1 We will supply professional cleaning products and equipment appropriate for the services. Our operatives are trained to select and use suitable methods for different types of carpet, upholstery and surfaces.
9.2 You must inform us in advance of any allergies, sensitivities or other concerns relating to cleaning products, and of any manufacturer instructions or warranty conditions applying to items to be cleaned.
9.3 While we will take reasonable care, we cannot guarantee the complete removal of all stains, odours or marks, especially where they are old, set, caused by substances known to permanently damage fibres or backing, or where prior attempts at cleaning have affected the materials.
10. Waste Handling and Environmental Compliance
10.1 We operate in accordance with applicable UK waste management and environmental regulations relevant to our services. This includes the proper handling and disposal of waste water, used cleaning solutions and any residual materials generated in the course of our work.
10.2 Where our services produce waste that must be removed from the premises, we will handle such waste in a lawful and responsible manner, using authorised disposal routes as required.
10.3 You agree not to request or require our operatives to dispose of any substances or items in a way that would breach local or national waste regulations. If we reasonably believe that a requested action would be unlawful or environmentally unsafe, we will refuse to carry it out.
10.4 We may, at our discretion, provide advice on the safe handling or disposal of any additional waste already present at the premises; however, you remain responsible for complying with all applicable waste and recycling regulations in relation to your own waste.
11. Liability and Insurance
11.1 We will exercise reasonable care and skill in providing the services. However, you acknowledge that there are inherent risks associated with cleaning certain materials, especially where age, wear, previous damage or unknown cleaning agents have been used.
11.2 We hold appropriate insurance to cover our legal liabilities arising from the provision of our services. Details of our insurance cover are available on request.
11.3 Our liability to you for any loss or damage arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to the lesser of the value of the affected item, the cost of repair, or the total amount paid by you for the specific service during which the loss or damage occurred.
11.4 We shall not be liable for:
(a) Any pre-existing damage, wear and tear, or deterioration of carpets, upholstery or other items.
(b) The reappearance of stains or marks following drying, where such reappearance is due to substances or conditions beyond our control.
(c) Any loss of profit, loss of business, interruption, or any indirect or consequential loss.
(d) Any damage resulting from inaccurate information provided by you, or from your failure to follow our advice or aftercare instructions.
11.5 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
12. Customer Property and Security
12.1 While we take reasonable care to protect your property, you are responsible for securing valuable, fragile and irreplaceable items before our arrival. We recommend that cash, jewellery, important documents and similar items are safely stored away.
12.2 You must notify us of any security arrangements at the premises, including alarm systems and access codes, and you are responsible for disarming and re-arming any alarms. We will not accept responsibility for any costs arising from alarm activations where we have followed your instructions.
13. Force Majeure
13.1 We shall not be in breach of these Terms and Conditions nor liable for any delay or failure in performing our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control. These may include, but are not limited to, extreme weather, natural disasters, acts of terrorism, strikes, transport disruptions, power failures or pandemics.
13.2 In such circumstances, we may suspend the services for the duration of the event or, where necessary, cancel the booking and refund any pre-paid amounts for services not provided.
14. Data Protection and Privacy
14.1 We collect and process personal information about you in order to manage bookings, provide services and handle payments and communications.
14.2 We will process your personal data in accordance with applicable UK data protection laws. We will not sell your personal information to third parties. We may share your data with service providers and partners only where necessary to deliver the services or fulfil our legal obligations.
14.3 You have rights in relation to your personal data, including the right to access and correct the information we hold about you, subject to applicable law.
15. Amendments to Terms and Conditions
15.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal requirements or business practices.
15.2 The version of the Terms and Conditions that applies to your booking will be the version in force at the time you make your booking, unless we notify you of any changes and you agree to them in writing.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 or the services provided to you, including any non-contractual disputes or claims.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.
17.3 You may not transfer or assign any of your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or transfer our rights and obligations to another organisation, provided that this does not adversely affect your rights under these Terms and Conditions.
17.4 These Terms and Conditions constitute the entire agreement between you and us relating to the provision of the services, and supersede any prior agreements, understandings or arrangements, whether oral or written.