Terms and Conditions for Carpet Cleaners Marylebone
These Terms and Conditions set out the basis on which Carpet Cleaners Marylebone provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. They are designed to make the service clear, fair, and predictable for both sides. For the purposes of this document, references to we, us, and our mean the service provider, while you and your mean the customer requesting the carpet cleaning service.
These terms apply to all standard carpet cleaning, rug cleaning, upholstery-related carpet care, stain treatment, and associated surface cleaning services supplied by our carpet cleaning company. They should be read carefully before a booking is made. If any part of these Terms and Conditions is not acceptable to you, you should not proceed with the booking. We may update these terms from time to time, and the version in force at the time of the booking will apply unless a change is required by law.
We aim to keep our service professional, transparent, and suitable for a wide range of properties. However, the effectiveness of any carpet cleaning in Marylebone depends on many factors, including fibre type, age, wear, staining, previous treatment, and general condition. Because of this, no guarantee is given that every mark or odour can be completely removed. Our obligation is to carry out the work with reasonable skill and care, using appropriate methods and equipment.
Booking Process
Bookings may be requested by telephone, email, online form, or any other method we make available. A booking is not confirmed until we have accepted the request and provided a confirmation, which may include the date, approximate arrival window, service scope, and any special instructions. When booking, you must provide accurate information about the area to be cleaned, including room sizes, floor covering type, access issues, parking restrictions, and any known stains, damage, or prior treatments.
Where a quotation is given, it is normally based on the information supplied at the time of enquiry. If the actual conditions differ materially from what was described, we may revise the price before starting work. This may occur, for example, where the number of rooms is greater than stated, heavily soiled areas require additional treatment, or extra furniture moving is needed. We reserve the right to refuse or reschedule a booking if the premises are unsafe, inaccessible, or unsuitable for the intended service.
It is your responsibility to ensure that someone over the age of 18 is present at the property at the agreed time, unless we have agreed otherwise in advance. You must also ensure that the work area is reasonably clear of obstacles, valuables, fragile items, and personal belongings. If carpets have not been vacuumed and the service requires pre-cleaning preparation, we may charge for additional time or reduce the scope of the service if access or preparation is insufficient. Any delay caused by the customer may affect the appointment schedule and could result in additional charges.
Prices, Payment, and Invoicing
All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on the nature of the service and the status of the business. If VAT applies, this will be made clear in the quotation or invoice. We reserve the right to correct obvious pricing errors. A quotation is not a fixed price if the service requirements change, or if unforeseen conditions arise that could not reasonably have been identified from the initial information.
Payment is due on completion of the service unless a different arrangement has been agreed in writing before the appointment. We may require a deposit, partial prepayment, or full prepayment for larger bookings, recurring contracts, or special-order work. Accepted methods of payment may include debit card, credit card, bank transfer, cash, or other options advised at the time of booking. Where payment is not made on time, we may charge reasonable recovery costs and statutory interest where permitted by law.
Late or non-payment may also result in suspension of future services and may be referred to a debt recovery process. If you dispute any amount on an invoice, you must tell us promptly and give reasons for the dispute. You must pay any undisputed balance by the due date. Any discounts, promotional offers, or special rates are subject to stated conditions and may be withdrawn if those conditions are not met. Carpet cleaners in Marylebone may, in some cases, need to separate labour, materials, parking, and disposal charges, and any such breakdown will be shown clearly where applicable.
Cancellations, Rescheduling, and Waiting Time
You may cancel or reschedule a booking by giving reasonable notice. Unless otherwise agreed, cancellation within 24 hours of the scheduled appointment may incur a charge to cover reserved time, staff allocation, and any costs already incurred. For larger jobs or bookings requiring specialist equipment, a longer notice period may be required. Where a deposit has been taken, it may be non-refundable if late cancellation prevents us from reassigning the appointment.
If we need to cancel or reschedule due to illness, equipment failure, severe weather, traffic disruption, safety concerns, or circumstances beyond our control, we will aim to offer an alternative appointment as soon as reasonably possible. We are not responsible for any indirect loss caused by a change of date, including missed rental check-ins, delayed moving dates, or business interruption, unless required by law. We will always try to minimise inconvenience and keep you informed.
Waiting time is chargeable if our team is unable to begin work at the scheduled time because of delayed access, keys not being available, or the property not being ready. If access cannot be gained within a reasonable period, the appointment may be treated as cancelled by the customer and a call-out or cancellation fee may apply. We may also leave the property if there is a risk to our staff or equipment, or if continued attendance would be unreasonable under the circumstances.
Service Standards and Customer Responsibilities
The service will be performed with reasonable skill and care in accordance with current industry practice. We will use our professional judgement to choose suitable cleaning methods, but the exact outcome may vary based on fibre composition, manufacturer recommendations, prior wear, and environmental conditions. Some materials are naturally delicate or may react unpredictably to moisture, heat, or cleaning agents. In such cases, we may ask you to approve the chosen method before work begins.
You are responsible for telling us about anything that could affect the service, including underfloor heating, loose seams, moth damage, water damage, dye bleed history, hidden stains, or fragile areas. Failure to provide relevant information may reduce the effectiveness of the service and may increase the risk of damage. You must also ensure that pets are secured, electricity and water are available where needed, and the property is safe for our staff to work in.
Where furniture must be moved, we will only move items that are reasonably light and safe to handle unless otherwise agreed. We do not move items that are excessively heavy, fitted, unstable, or likely to cause injury or damage. You should remove portable valuables, breakables, and sensitive documents before our arrival. We accept no responsibility for pre-existing damage, natural wear, colour variation, odour that is embedded in the subfloor, or stains that reappear due to wicking after the cleaning process.
Liability and Limitations
We will take reasonable care when providing carpet cleaning services in Marylebone, but our liability is limited to losses directly caused by our negligence or breach of these terms. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, we are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity.
Where damage occurs and we are found responsible, our liability will normally be limited to the reasonable cost of repair or replacement of the affected area, taking into account age, condition, and fair wear and tear. We will not be liable for damage caused by items that were defective, poorly installed, or not suitable for steam or wet cleaning. If you believe a problem has occurred, you must notify us as soon as reasonably practicable and allow us the opportunity to inspect the issue before any repair or third-party work is arranged.
Any claim must be supported by sufficient evidence and, where appropriate, photographs taken as soon as the issue is noticed. You must take reasonable steps to reduce any loss or prevent further damage after the service has been completed. We do not accept responsibility for carpets or textiles that were already weakened, heavily worn, or previously treated with unsuitable chemicals. Advice given by our staff is based on the information available at the time and should not be treated as a guarantee of outcome unless confirmed in writing.
Waste Regulations, Disposal, and Environmental Compliance
We operate in accordance with applicable UK waste management and environmental requirements. Any waste generated as part of the service, including removed debris, packaging, or contaminated disposable materials, will be handled responsibly. If waste must be taken away, it will be disposed of or transferred in a lawful manner and in line with relevant regulations. We may charge for additional disposal time or specialist waste handling where this is necessary and agreed in advance.
You must not ask us to dispose of items that are prohibited, hazardous, or not suitable for standard cleaning waste procedures unless we have specifically agreed to do so and are legally able to comply. This includes, without limitation, chemical containers, asbestos-related materials, medical waste, sharps, batteries, or any contaminated item that requires specialist collection. If such material is discovered during a cleaning job, we may stop work, seek instructions, or withdraw from the property if necessary for safety and compliance.
Where products are used during the service, we aim to choose suitable materials and minimise unnecessary waste. However, we may use detergents, pre-sprays, stain treatments, and protective solutions that are necessary for proper cleaning performance. You acknowledge that some waste water, residue, or extracted matter will be generated during the process and that normal industry methods may involve collection, containment, or controlled disposal of such material in accordance with environmental and safety obligations.
Complaints, Force Majeure, and Governing Law
If you have a complaint, you should raise it with us promptly and provide enough detail for us to investigate. We will review the matter fairly and may request photographs, access to the area, or additional information. Where appropriate, we may offer a re-clean, partial refund, or other reasonable remedy, depending on the circumstances and our assessment of the issue. Any complaint must be made within a reasonable time after the service is completed.
We are not responsible for failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control. This includes, without limitation, severe weather, traffic disruption, accidents, civil disorder, strikes, supply shortages, power failure, equipment breakdown, or the acts or omissions of third parties. If such an event occurs, our obligations will be suspended for the period of the delay and we will try to resume the service as soon as reasonably possible.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with them, or with the services supplied by Marylebone carpet cleaners, will be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No waiver of any term will be effective unless agreed in writing.