Carpet Cleaners Marylebone Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Marylebone provides professional cleaning services to residential and commercial clients. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Carpet Cleaners Marylebone for the supply of cleaning services in our service area.

Please read these Terms and Conditions carefully before placing a booking. If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Client means the individual, company or organisation booking the cleaning services.

Company means Carpet Cleaners Marylebone, the provider of the cleaning services.

Services means the carpet, upholstery, rug, and other related cleaning services offered by the Company, as described at the time of booking.

Premises means the property or location where the Services are to be carried out.

Booking means a confirmed request by the Client for the Company to provide Services on a specified date and time.

Technician means any employee, contractor or representative of the Company who performs the Services.

2. Scope of Services

The Company provides professional cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, and related treatments within the Company’s designated service area. The exact nature of the Services to be provided will be agreed at the time of booking based on the information supplied by the Client.

The Company reserves the right to refuse to provide Services where the Premises are unsafe, inaccessible, or where conditions are unsuitable for the Technician to perform their duties safely and effectively.

3. Booking Process

3.1 Booking Methods

Bookings may be made by the Client through the communication methods advertised by the Company at the time of booking. The Client must provide accurate and complete information about the Premises, the areas or items to be cleaned, and any specific requirements.

3.2 Booking Confirmation

A Booking is only considered confirmed when the Company has accepted the request, provided a date and time, and, where applicable, received any required deposit or pre-payment. The Company may send a written confirmation setting out the agreed Services, date, approximate arrival window, and pricing.

3.3 Information Required

The Client is responsible for providing full and accurate details, including but not limited to:

• The address of the Premises and access instructions

• Approximate room sizes or number of items to be cleaned

• Type of flooring, carpet, upholstery or materials

• Presence of pets, significant stains, odours, or damage

• Parking restrictions or access limitations

If the information provided by the Client is incomplete or inaccurate, the Company may adjust the quoted price, the time required, or may cancel the Booking.

4. Pricing and Quotations

4.1 Quotations

Any quotation provided by the Company is based on the details supplied by the Client and is usually given as a fixed price or an estimated price. Quotations are valid for a limited period specified by the Company and may be subject to change if the scope of work changes or if the information supplied by the Client is inaccurate.

4.2 Changes on Site

Where, on arrival at the Premises, the Technician finds that the actual condition, size, or number of items differs from that originally described, the Company reserves the right to adjust the price accordingly. The Technician will seek the Client’s approval before proceeding with Services at a revised price.

4.3 Additional Services

Any additional Services requested by the Client on the day of the Booking that were not included in the original quotation will be charged at the Company’s prevailing rates, subject to the Technician’s availability and agreement.

5. Payments and Deposits

5.1 Payment Methods

Payment must be made using the methods accepted by the Company at the time of booking or service delivery. The Company reserves the right to require full or partial payment in advance, including deposits, particularly for larger jobs or commercial work.

5.2 Time of Payment

Unless otherwise agreed in writing, payment is due upon completion of the Services on the day of the Booking. For Clients with approved credit arrangements, payment terms will be specified on the invoice. Late payment may result in additional charges or interest in accordance with applicable law.

5.3 Deposits

The Company may require a deposit to secure a Booking. Deposits are normally non-refundable in the event of late cancellation by the Client, as set out in the cancellation section of these Terms and Conditions.

5.4 Overdue Amounts

If the Client fails to pay any amount due, the Company reserves the right to charge reasonable administration fees, interest, and any costs incurred in pursuing recovery of the outstanding sum, including legal fees where applicable.

6. Cancellations and Rescheduling

6.1 Cancellation by the Client

The Client may cancel or reschedule a Booking by providing notice to the Company. Specific notice periods and any applicable fees will depend on the nature of the Booking and will be explained at the time of booking. As a general guideline:

• Cancellations made with reasonable advance notice may not incur a fee.

• Cancellations made with short notice or on the day of the Booking may incur a late cancellation charge, which may include loss of any deposit paid.

6.2 Cancellation by the Company

The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, illness, equipment failure, traffic disruption, or other unforeseen events. In such cases, the Company will notify the Client as soon as reasonably practicable and, where possible, offer an alternative appointment. The Company will not be liable for any loss the Client may incur as a result of such cancellation or rescheduling.

6.3 Access on the Day

If the Technician is unable to gain access to the Premises at the agreed time due to the Client’s failure to provide access instructions, keys, or necessary permissions, the Company may treat the Booking as cancelled by the Client and may charge a cancellation or call-out fee.

7. Client Obligations

The Client agrees to:

• Provide safe and reasonable access to the Premises, including suitable parking where possible.

• Ensure that the Premises are free from hazards that could pose a risk to the Technician, including exposed wires, structural defects, or dangerous materials.

• Remove small items, valuables, and fragile objects from the areas to be cleaned.

• Inform the Company of any delicate materials, existing damage, or areas of concern before work begins.

• Keep pets and children away from the areas where the Technician is working and from any equipment or chemicals used.

Failure to comply with these obligations may result in delays, additional charges, or the Company’s refusal to provide Services.

8. Health, Safety and Waste Regulations

8.1 Health and Safety

The Company operates in accordance with relevant UK health and safety regulations. Technicians are instructed to work safely and may refuse to carry out work that they consider unsafe or inappropriate. Where necessary, the Technician may ventilate the Premises or restrict access to certain areas while work is being completed.

8.2 Use of Chemicals and Equipment

The Company may use cleaning solutions, stain removers, and machinery appropriate to the materials and level of soiling. The Client should advise the Technician of any known sensitivities or allergies and of any manufacturer instructions relating to specific carpets or fabrics. While the Company takes reasonable care in product selection and use, it cannot guarantee that reactions will not occur in every case.

8.3 Waste Handling

The Company complies with applicable UK waste and environmental regulations. Any waste generated by the Company as part of the cleaning process will be managed in accordance with these requirements. Where the cleaning process produces wastewater, it will be disposed of through appropriate drainage at the Premises, where permitted. The Company does not remove general household waste, bulky items, or hazardous materials as part of standard Services.

The Client is responsible for ensuring that any waste or soiling present at the Premises that falls outside normal cleaning activities is disclosed in advance. If the Technician encounters biohazardous, clinical, or other prohibited waste, the Company may refuse to proceed and may charge a call-out fee.

9. Service Limitations and Results

While the Company aims to achieve the best possible results, the outcome of cleaning can depend on factors such as the age and type of carpet or fabric, the nature and age of stains, previous cleaning methods, and general wear. The Company does not guarantee that every stain can be removed or that carpets or fabrics will be restored to their original condition.

Any estimated drying times given for carpets or upholstery are approximate and may vary depending on ventilation, temperature, humidity, and the type of material.

10. Damage, Liability and Insurance

10.1 Duty of Care

The Company will exercise reasonable skill and care in providing the Services. Technicians are trained to handle carpets and fabrics appropriately and to use machinery and cleaning products in a safe and controlled manner.

10.2 Existing Damage

The Company is not liable for damage arising from inherent defects, wear and tear, fading, discolouration, loose seams, poorly fitted carpets, or previous improper cleaning. Where there is existing damage, the cleaning process may expose or exacerbate this, and the Client accepts this risk.

10.3 Limitation of Liability

To the maximum extent permitted by UK law, the Company’s liability for any loss or damage arising out of or in connection with the Services shall be limited to the value of the Services provided or, where appropriate, to the cost of repair or replacement of the affected item, subject to fair wear and tear deductions.

The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising from the provision or non-provision of the Services.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under UK law.

10.4 Insurance

The Company maintains appropriate insurance cover in respect of its business activities, subject to the terms, conditions and exclusions of such policies.

11. Complaints and Claims

If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as possible, preferably within a reasonable time after completion of the work. The Company may request photographs, details, or access to inspect the area in question.

The Company will investigate any complaint and, where appropriate, may offer to re-clean the affected area or provide another form of reasonable remedy. Any claim for damage or loss must be reported without undue delay to allow the Company to assess the situation properly.

12. Access, Keys and Security

Where the Client provides keys or access codes, it is the Client’s responsibility to ensure that keys are in good working order and that access details are accurate. The Company will take reasonable care of any keys or access information provided, but shall not be liable for pre-existing security issues at the Premises.

Upon completion of the Services, the Technician will follow any agreed procedure regarding locking doors, returning keys, or securing the Premises.

13. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to circumstances beyond its reasonable control. These circumstances may include, but are not limited to, acts of God, severe weather, accidents, strikes, transport disruptions, or public health emergencies.

14. Privacy and Data

The Company may collect and process certain personal information from the Client for the purposes of arranging and delivering the Services, handling payments, and managing customer relationships. Any personal data will be handled in accordance with applicable UK data protection laws. The Company will not sell or disclose personal information to third parties except where required for the provision of Services or where required by law.

15. Changes to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, in its business practices, or in the Services offered. The version in force at the time of the Client’s Booking will apply to that Booking. Continued use of the Company’s Services after any changes have been posted constitutes acceptance of the updated Terms and Conditions.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

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 provision of the Services.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall be construed as a waiver of that right or remedy. No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach.

The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for the conduct of its business, provided that such assignment does not materially affect the Client’s rights.

These Terms and Conditions constitute the entire agreement between the Client and the Company relating to the provision of the Services and supersede any previous agreements, understandings or arrangements between them, whether oral or in writing.