Terms And Conditions
Marylebone Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Marylebone Carpet Cleaners to residential and commercial customers in the United Kingdom. By booking or using any of our services, 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 definitions apply:
1.1 "Company" means Marylebone Carpet Cleaners, the provider of the services.
1.2 "Customer" means the individual or business who requests and pays for the services.
1.3 "Services" means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning, and any related services provided by the Company.
1.4 "Premises" means the property or location where the Services are to be carried out.
1.5 "Booking" means a confirmed request for Services, whether made by phone, online, or in writing.
1.6 "Technician" means any employee, contractor or representative engaged by the Company to carry out the Services.
2. Scope of Services
2.1 The Company will provide the Services with reasonable skill and care, in accordance with industry standards for professional carpet and upholstery cleaning.
2.2 The specific Services to be provided will be agreed at the time of Booking, based on the Customer's requirements and the information supplied about the Premises and items to be cleaned.
2.3 The Company reserves the right to refuse to provide Services if, in the reasonable opinion of the Technician, the Premises are unsafe, inaccessible, or if the condition of the items to be cleaned makes it impractical or unsafe to carry out the work.
3. Booking Process
3.1 Bookings can be made by the Customer via the Company's accepted communication channels, including telephone and online enquiry forms where available.
3.2 The Customer must provide accurate information about the Premises, including the type and size of areas or items to be cleaned, any known stains, damage, or special materials, and any access or parking restrictions.
3.3 Any quotation provided prior to inspection is an estimate only and is based on the information supplied by the Customer. The Company reserves the right to revise the price on arrival if the actual work required differs from that described at the time of Booking.
3.4 A Booking is considered confirmed when the Company has accepted the Customer's request for Services, provided an estimated price, and, where applicable, received any required deposit or prepayment.
3.5 The Customer is responsible for ensuring that someone aged 18 or over is present at the Premises at the agreed start time of the Services, unless otherwise agreed in advance.
4. Access, Parking and Customer Responsibilities
4.1 The Customer must provide safe, reasonable access to the Premises, including access to all areas to be cleaned.
4.2 The Customer must ensure adequate lighting, electricity and, where needed, hot and cold running water are available at the Premises for the duration of the Services.
4.3 The Customer is responsible for arranging suitable parking for the Technician's vehicle. Any parking charges or penalties incurred as a result of limited or restricted parking will be added to the Customer's invoice.
4.4 The Customer must remove fragile items, valuables, small furniture, and personal belongings from the areas to be cleaned, or clearly point them out to the Technician. The Company will not be responsible for moving heavy or delicate furniture unless agreed in advance.
4.5 The Customer must inform the Company of any known hazards at the Premises, including loose floorboards, electrical issues, alarm systems, or any other risks that may affect the safe delivery of the Services.
5. Prices and Quotations
5.1 All prices quoted are in pounds sterling and, unless stated otherwise, are exclusive of any applicable taxes or additional charges such as congestion or parking charges.
5.2 Quotations are provided based on the information given by the Customer and the Company's standard pricing structure. The final price may change if the scope of work differs, additional areas are added, or if the condition of the items requires extra treatment.
5.3 The Company will notify the Customer of any change in price before commencing work that is materially different from the original quotation. If the Customer does not accept the revised price, the Company reserves the right to cancel the Booking without further liability.
6. Payments and Invoicing
6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises.
6.2 The Company accepts payment by the methods communicated to the Customer at the time of Booking, which may include cash, bank transfer or card payment.
6.3 For business customers or larger projects, the Company may agree to issue an invoice with payment terms. Unless otherwise agreed, invoices are payable within 7 calendar days of the invoice date.
6.4 The Company reserves the right to charge interest on overdue amounts at the statutory rate applicable in the United Kingdom from the due date until payment is received in full.
6.5 The Customer is responsible for any bank charges or fees incurred in making payment to the Company.
7. Deposits and Prepayments
7.1 The Company may require a deposit or full prepayment for certain Bookings, including but not limited to large-scale works, end of tenancy cleaning, and bookings during peak periods.
7.2 Any deposit or prepayment will be deducted from the final amount due. If the Booking is cancelled by the Customer within the permitted cancellation period, any refundable portion will be returned using the original payment method.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a Booking by giving at least 24 hours' notice prior to the agreed start time.
8.2 If the Customer cancels with less than 24 hours' notice, the Company reserves the right to charge a cancellation fee of up to 50 per cent of the estimated service cost, or retain any deposit paid.
8.3 If the Customer is not present at the Premises at the agreed time and has not provided access arrangements in advance, the Booking may be treated as a late cancellation and a fee may be charged.
8.4 The Company may cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, illness, vehicle breakdown, or other operational issues. In such cases, the Company will notify the Customer as soon as reasonably practical and offer an alternative appointment. The Company shall not be liable for any loss arising from such cancellation or rescheduling.
9. Service Limitations and Results
9.1 While the Company will use appropriate cleaning methods and products, it does not guarantee that all stains, marks or odours can be completely removed.
9.2 Certain stains, including but not limited to those caused by permanent dyes, paint, chemicals, or pet damage, may be permanent and are not covered by any guarantee.
9.3 The Customer acknowledges that pre-existing damage, wear, fading, sun damage, or defects in carpets, rugs, or upholstery may become more visible after cleaning. The Company is not responsible for highlighting or revealing such pre-existing conditions.
9.4 Drying times given by the Company are estimates only and may vary according to ventilation, temperature, humidity, fabric type and level of soiling.
10. Customer Obligations During and After Service
10.1 The Customer must keep children, pets and other occupants away from the areas being cleaned and from any equipment or products used by the Technician.
10.2 The Customer should avoid walking on or using cleaned carpets, rugs or upholstery until they are fully dry, in order to prevent re-soiling or damage.
10.3 Any instructions given by the Technician regarding aftercare, ventilation or use of the cleaned areas must be followed to achieve the best results and to avoid damage.
11. Damage, Liability and Insurance
11.1 The Company will take reasonable care when carrying out the Services to avoid damage to the Premises and items being cleaned.
11.2 The Customer must report any alleged damage or dissatisfaction with the Services to the Company as soon as reasonably practicable and in any event within 48 hours of completion of the work.
11.3 Where damage is found to have been caused directly by the negligence of the Company or its Technicians, the Company's liability will be limited to one of the following, at the Company's discretion:
a) Repairing the damaged item; or
b) Replacing the damaged item with one of similar age and condition; or
c) Paying the reasonable cost of repair or replacement, up to a maximum of the price paid for the Services under the relevant Booking.
11.4 The Company shall not be liable for:
a) Any pre-existing damage, wear or defects in carpets, rugs, upholstery or other items;
b) Any loss or damage caused by inaccurate, incomplete or misleading information provided by the Customer;
c) Any indirect, special or consequential loss, including loss of profit, loss of business, or loss of opportunity;
11.5 Nothing in these Terms and Conditions shall limit or exclude the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be limited or excluded under applicable law.
12. Waste Handling and Environmental Compliance
12.1 The Company will handle and dispose of waste water, used cleaning solutions and other residues generated during the Services in compliance with applicable waste and environmental regulations in the United Kingdom.
12.2 The Customer must not request or require the Company or its Technicians to dispose of waste in any manner that would breach local authority or national regulations.
12.3 Where the Services generate solid waste such as packaging, filters or disposable pads, the Company will manage such waste in accordance with its environmental procedures. Certain types of waste may remain the responsibility of the Customer, and the Technician will advise the Customer where this applies.
12.4 If the Premises have any special waste requirements or restrictions, the Customer must inform the Company in advance of the Booking.
13. Health and Safety
13.1 The Company uses cleaning products that are appropriate for professional use. Safety data sheets are available on request for products used by the Company.
13.2 The Customer must inform the Company in advance of any allergies, sensitivities or health concerns relevant to chemicals or cleaning products, particularly where vulnerable persons, pets, or individuals with respiratory conditions are present.
13.3 The Technician may refuse to use particular products or methods if they are considered unsafe or unsuitable for the Premises or occupants.
14. Complaints and Dispute Resolution
14.1 If the Customer is dissatisfied with any aspect of the Services, they must notify the Company within 48 hours of completion, giving reasonable details of the issue.
14.2 The Company will investigate any complaint and may request access to the Premises to inspect the work. Where appropriate, the Company may offer to re-clean affected areas or take other reasonable remedial steps.
14.3 Making a complaint does not in itself entitle the Customer to withhold payment, delay payment, or make deductions from the agreed price unless this is agreed in writing by the Company.
15. Privacy and Data Protection
15.1 The Company will collect and process personal data provided by the Customer solely for the purposes of managing Bookings, providing the Services, handling payments and communicating with the Customer.
15.2 The Company will comply with applicable data protection laws in the United Kingdom when handling personal data. Customer information will not be sold to third parties.
16. Amendments to these Terms
16.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, business practice or services offered.
16.2 The version of the Terms and Conditions that applies to a Booking will be the version in force at the time the Booking is confirmed.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 their subject matter.
18. Severability
18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the remaining provisions shall not be affected.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written quotation or confirmation of Booking, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior representations, agreements or understandings, whether oral or written.
19.2 The Customer acknowledges that they have 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.
