Marylebone Carpetcleaning Terms and Conditions
These terms and conditions apply to all carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related domestic or commercial cleaning services supplied by Marylebone Carpetcleaning (referred to in this document as “we”, “us”, or “our”). By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer (“you” or “the client”) agrees to these terms. Please read them carefully before placing a booking. They are intended to set out the basis on which Marylebone carpet cleaning services are provided, including how bookings are made, how payments are handled, what happens if a visit is cancelled or rescheduled, and how liability is limited. These terms are designed for use in the United Kingdom and should be read together with any written quotation, invoice, or service notes issued for the specific job.
For clarity, references to “services” include standard carpet cleaning, deep cleaning, maintenance cleaning, spot and stain removal, pre-treatment, deodorising, and other cleaning tasks agreed in advance. Any service not clearly described in the booking confirmation is excluded unless we later agree in writing to provide it. In particular, Marylebone carpet cleaners do not assume responsibility for work that was not requested, approved, or capable of being reasonably completed within the time and conditions available on the day.
These terms may be updated from time to time. The version in force at the point your booking is accepted will normally apply to that booking, unless a later written agreement states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue to apply. Headings are included for convenience only and do not affect interpretation.
Booking Process
All bookings are subject to availability and our confirmation. A request for a quote, estimate, or preferred date does not create a binding contract until we have confirmed the appointment. We may accept bookings by phone, email, message, online form, or any other communication method we choose to support. When you make a booking, you must provide accurate information about the property, the type of flooring or fabric to be cleaned, the approximate area to be treated, access restrictions, and any known issues such as heavy staining, fragile materials, or previous cleaning attempts. The more accurate the information you give, the more accurate the quote and the more efficient the service.
We reserve the right to revise a quote before work begins if the information provided was incomplete or incorrect, or if the actual condition of the item or area differs materially from the description given at booking. A quote may also change where additional work is requested on arrival, where access is delayed, or where health, safety, or equipment limitations mean that a different method is needed. Marylebone Carpetcleaning will not be obliged to begin or continue work unless the customer or an authorised representative is present or otherwise gives clear permission to proceed.
Where a booking is made for a specific date or time window, we will aim to attend within that period, but arrival times are estimates only and may be affected by traffic, prior jobs, weather, or operational issues. We will not be liable for reasonable delays outside our control. If a delay becomes significant, we will try to inform you as soon as reasonably possible. You must ensure that the property is accessible, that the area to be cleaned is ready, and that any items needing removal are moved before the appointment unless we have agreed to assist with that as part of the service.
It is your responsibility to tell us in advance about any special requirements, including parking limitations, floor access, lift restrictions, pets, occupants with allergies, or any site-specific rules. If access cannot be gained on arrival, or if conditions prevent safe completion of the work, the appointment may be treated as a late cancellation and charges may apply. We may refuse to clean items or areas that are unsafe, excessively soiled beyond normal service parameters, or at risk of damage from standard cleaning methods.
Bookings for carpet cleaning in Marylebone and other locations are accepted on the basis that the customer has authority to request the service for the property and accepts responsibility for the condition of the items presented for cleaning. If you are booking on behalf of a landlord, tenant, managing agent, business, or other third party, you confirm that you have permission to do so.
Payments and Charges
Unless otherwise agreed in writing, payment is due immediately upon completion of the service on the same day. We may require a deposit, part payment, or full prepayment for larger jobs, high-value work, urgent appointments, or repeat missed bookings. Accepted payment methods may include bank transfer, card payment, cash, or other methods specified at the time of booking. We are not obliged to commence work if a deposit or prepayment has been requested and not received.
Prices are normally quoted exclusive of any extra services not previously agreed. Additional charges may apply where the service takes longer due to exceptional soiling, contamination, furniture moving, repeated spot treatment, difficult access, or other factors not disclosed before arrival. Any added charge will be explained before the extra work is carried out, where reasonably possible. If the client declines the additional work, we may complete only the originally agreed scope or, if necessary, stop work where continuing would be unsafe or impractical.
If payment is overdue, we may charge statutory interest and recover reasonable costs of collection where permitted by law. Title to any materials or goods supplied by us does not pass until payment has been received in full. In the event of a payment dispute, you must notify us promptly and provide any reasonable evidence needed to assess the issue. Disputes do not entitle you to withhold payment for undisputed parts of the invoice.
Cancellations, Rescheduling, and Non-Attendance
You may cancel or reschedule a booking by giving reasonable notice. If you cancel with sufficient notice, we may, at our discretion, waive any fee. However, if cancellation occurs at short notice, especially after we have allocated staff, equipment, time, and transport, we may charge a cancellation fee to recover our losses. Short notice is usually considered to be less than 24 hours before the scheduled appointment, although we may apply a different period for certain jobs if this was stated at booking.
If we arrive and cannot proceed because of lack of access, unnotified obstruction, unsafe conditions, incorrect keys, no one present when required, or any similar issue outside our control, the appointment may be treated as a failed visit. In such cases, the full or partial service charge may still apply. If we need to leave and return on another date because conditions are unsuitable, an additional call-out or rescheduling charge may also apply.
We reserve the right to cancel or postpone an appointment due to staff illness, equipment failure, extreme weather, safety concerns, or other operational reasons. Where we do so, we will offer an alternative appointment where possible. We will not be liable for any indirect loss caused by such cancellation or delay, provided we act reasonably and notify you as soon as practicable. This applies equally to Marylebone carpet cleaning services and to any related treatment we provide as part of the same booking.
Service Conditions and Customer Responsibilities
You must remove or secure valuables, fragile items, and personal belongings before we begin work unless you have asked us in advance to assist and we have agreed to do so. We are not responsible for pre-existing damage, hidden defects, weak seams, colour loss, wear, shrinkage, or deterioration caused by age or previous treatments. Natural fibres, antique textiles, and delicate materials may react unpredictably to moisture, heat, agitation, or chemicals, and cleaning them is undertaken at your own risk unless we have expressly guaranteed a particular result in writing.
We will use reasonable care and skill in accordance with normal industry practice, but some stains, odours, or marks cannot be fully removed. Cleaning may improve appearance without restoring an item to a like-new condition. Drying times are estimates only and depend on ventilation, fabric type, temperature, and humidity. You should avoid walking on cleaned areas until they are dry or as otherwise advised by us.
Where furniture is moved as part of the service, we will take reasonable care, but we are not responsible for minor scuffs, wall marks, or movement-related marks that may occur when moving bulky items, especially where the furniture is heavy, awkward, or structurally weak. We may decline to move items that are unsafe, excessively heavy, or likely to cause damage. If you request us to work around items rather than moving them, the final result may be affected and this will not be treated as a fault in the service.
Liability and Limitations
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability arising from any single booking will be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. We will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of business, loss of opportunity, or inconvenience.
If damage is alleged, you must notify us as soon as reasonably practicable and, in any event, before the item or area is altered, cleaned by another party, or repaired, as later inspection may no longer be possible. We may ask to inspect the item and may request photographs, purchase records, or other evidence. We will not accept liability for damage arising from prior defects, unsuitable materials, undisclosed hazards, or the customer’s own instructions where those instructions were followed in good faith and with reasonable care.
Where a complaint is valid, our remedy may be limited to re-cleaning the affected item or area, issuing a partial refund, or paying reasonable repair costs up to the value of the service, at our discretion and subject to legal requirements. We do not guarantee the removal of every stain, smell, or mark, and no verbal assurance by an employee or contractor will override these written limitations unless confirmed in writing by an authorised representative.
Waste Regulations and Disposal
We will manage waste arising from our work in accordance with applicable UK waste legislation and relevant environmental duties. This includes the responsible handling of wastewater, removed debris, packaging, disposable pads, filters, and any other waste produced during the service. We will not knowingly dispose of hazardous substances, sharps, or regulated waste in a way that breaches legal requirements. Where a job produces waste that requires special handling, the customer must tell us in advance so that an appropriate arrangement can be made.
The customer remains responsible for the lawful disposal of any pre-existing household, commercial, or site waste that is not created directly by our cleaning process, unless we have expressly agreed in writing to remove it. We may refuse to handle items that appear contaminated, dangerous, biologically hazardous, or otherwise unsuitable for routine carpet cleaner operations. If we are asked to remove waste that requires a permit, licence, specialist carrier, or additional compliance steps, extra charges may apply and the work will only be undertaken where lawful.
We may also ask you to confirm that the property provides lawful drainage, disposal access, and permissions for any required waste handling. If the site lacks suitable facilities or if disposal would risk non-compliance, we may suspend the relevant part of the service without penalty to us.
Complaints, Changes, and General Provisions
If you have any concern about the service, you should notify us promptly so we can investigate while the work and site conditions are still recent. We may ask for photographs, a description of the issue, and access to inspect the relevant area. Any request for remedial work must be made within a reasonable time after completion. Waiting too long may make it impossible to verify the issue or determine whether the concern is related to our service, normal wear, or a later event.
We may assign or subcontract all or part of the service where appropriate, but we remain responsible for managing the booking in accordance with these terms. No failure or delay by us in exercising any right under these terms will operate as a waiver of that right. If we agree any variation to these terms, that variation must be in writing to be effective. These terms, together with the booking confirmation and any written quotation, form the entire agreement between you and us for the relevant service.
Governing law and jurisdiction: these terms are governed by the laws of England and Wales. Any dispute arising from or relating to them will be subject to the exclusive jurisdiction of the courts of England and Wales. By booking with Marylebone Carpetcleaning, you confirm that you have read, understood, and accepted these terms and conditions.
