Terms and Conditions for Marylebone Carpet Cleaners
These Terms and Conditions set out the basis on which Marylebone Carpet Cleaners provides domestic and commercial carpet cleaning services, along with related upholstery, rug, and stain-treatment work. By making a booking, the customer agrees to these terms. They are designed to create a clear and fair arrangement between the customer and the carpet cleaning provider, covering the service booking process, payments, cancellations, liability, waste handling, and governing law. For the avoidance of doubt, these terms apply to all carpet cleaning services unless a separate written agreement states otherwise.
Booking process begins when the customer requests a quotation or a service appointment. The customer must provide accurate details about the property, the items to be cleaned, access conditions, parking restrictions where relevant, and any known issues such as heavy staining, delicate fibres, prior treatments, mould, or water damage. A quotation may be based on information supplied by the customer, an inspection, photographs, or a combination of these. If the details later prove to be materially different, the price, timing, or scope of the service may change. A booking is only confirmed once the customer has accepted the quotation and received confirmation of the appointment by the carpet cleaning company.
The customer is responsible for ensuring that access is available at the agreed time and that the area to be cleaned is reasonably prepared. This includes removing fragile items, valuables, and obstacles from working areas where possible. If the premises are occupied by tenants, landlords, managing agents, or contractors, the person making the booking confirms that they have authority to arrange the service. The carpet cleaning team may refuse or adjust the work if the conditions are unsafe, if access is not provided, or if the customer has not disclosed important information relevant to the job. Any such refusal does not remove the customer’s obligation to pay for already completed work or reasonable costs incurred.
In some cases, a site visit may be required before the appointment can be fully confirmed, particularly for large premises, specialist fibres, or jobs involving severe soiling. If the cleaner identifies issues on arrival that were not disclosed in advance, the customer may be offered an amended quotation. If the amended quotation is declined, the cleaner may withdraw from the service and may charge a reasonable attendance fee where appropriate. The customer accepts that results may vary depending on fabric type, age, condition, previous maintenance, and the nature of any stains. No guarantee is given that all stains, odours, or wear marks can be fully removed.
Payments must be made according to the amount and method agreed at the time of booking or on completion of the service, as applicable. The carpet cleaner may require a deposit to secure an appointment, particularly for larger jobs or peak-time bookings. Deposits are normally deducted from the final balance unless stated otherwise. Unless a different payment arrangement has been agreed in writing, payment is due immediately upon completion of the work. The company accepts payment only through the methods specified at booking. Any bank charges, failed payments, chargebacks, or collection costs caused by the customer’s breach may be recovered from the customer to the extent permitted by law.
All prices are quoted on the basis of the information supplied before the service begins. If the customer requests additional work on the day, such as extra rooms, deeper stain treatment, or additional upholstery cleaning, these items may be charged separately. Quotations are usually based on service descriptions, floor area, room count, item count, or a combination of those factors. Unless otherwise stated, prices include labour and standard cleaning materials but exclude unusual restoration work, specialist stain removal, or third-party costs. Any discount, promotion, or package price will apply only in accordance with its stated terms and may be withdrawn if the booking details change.
If payment is not made on time, the carpet cleaning provider may suspend further services, retain ownership of any supplied goods until paid in full where permitted by law, or take reasonable steps to recover the debt. Interest and recovery costs may be charged on overdue sums where allowed. The customer remains responsible for payment even if the property is rented, occupied by a third party, or managed by an agent, unless a different written agreement exists. If the customer disputes an invoice, they should raise the issue promptly and in good faith so that any error can be reviewed efficiently.
Cancellations and rescheduling must be made as early as possible. If the customer cancels or rearranges a booking after confirmation, the company may charge a cancellation fee to cover lost time, preparation, and administrative costs. The amount of the fee may depend on how close the cancellation occurs to the appointment time and whether materials, travel, or allocated staff time have already been committed. Same-day cancellations or cancellations made after the team has arrived may be charged at a higher rate, including an attendance charge if applicable. Any deposit paid may be retained to the extent necessary to cover reasonable losses unless the company chooses otherwise.
If the cleaner needs to cancel or reschedule due to illness, vehicle failure, unsafe weather, equipment issues, or other unavoidable circumstances, the customer will be offered a new appointment date or a refund of any prepaid amount relating to the cancelled work. The company will use reasonable efforts to notify the customer as soon as possible. It will not be liable for inconvenience, indirect losses, or missed appointments caused by events outside its reasonable control. Force majeure events may include fire, flood, severe weather, pandemic restrictions, transport disruption, utility failure, labour disruption, or any other event beyond reasonable management.
Liability is limited to direct loss or damage caused by the carpet cleaning provider’s proven negligence, breach of contract, or failure to use reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. The company will take reasonable care when cleaning carpets, rugs, upholstery, and associated surfaces, but the customer accepts that older materials, weak dyes, unstable seams, and pre-existing damage may react unpredictably to cleaning methods.
The customer should notify the cleaner of any special concerns before work begins, including loose fittings, water-sensitive flooring, fragile trims, hidden damage, or previous repairs. Where items are moved as part of the service, the cleaner will act with reasonable care but cannot be responsible for structural defects, pre-existing instability, or damage caused by poor construction. The customer should also arrange for the removal of valuables and sensitive items. The provider is not responsible for loss or damage to items left in the work area unless caused by negligence. Any claim for damage must be reported as soon as reasonably possible and in any event within a reasonable time after the service.
To the fullest extent allowed by law, the company will not be responsible for indirect or consequential losses such as loss of profit, loss of opportunity, business interruption, emotional distress, or reputational harm. Any reimbursement for a proven direct loss will be limited to the amount paid for the service giving rise to the claim, except where a greater amount is required by law. This limitation reflects the nature of professional carpet cleaning services, where outcomes depend on material condition, prior use, and many variables beyond the cleaner’s control. The customer is encouraged to ask questions about the process before the work starts if any item requires special attention.
Waste regulations and environmental handling are an important part of responsible service delivery. The carpet cleaning provider will handle waste, waste water, removed debris, and contaminated materials in accordance with applicable UK waste rules and environmental requirements. Cleaning residues, extracted dirt, filters, packaging, and similar waste will be managed lawfully and, where practical, separated for appropriate disposal or recycling. The company will not knowingly discharge waste in a way that creates pollution, breaches local drainage rules, or causes harm to the environment. The customer must not instruct the cleaner to dispose of prohibited waste in an unlawful manner.
Where the service creates waste water or other by-products that require special handling, the cleaner may choose the method of disposal based on compliance, safety, and practical feasibility. The customer agrees to provide accurate information about any contaminated materials, pet waste, bodily fluids, or hazardous substances before the appointment. The company may refuse to clean items that present a health or safety hazard, or may require additional precautions and charges. If the customer has failed to disclose such issues, the carpet cleaning provider may stop work immediately and charge for time spent, provided this is lawful and reasonable.
Any packaging, consumables, or replaceable accessories supplied during the service remain subject to normal waste handling practices. If an item must be removed from the premises because it is irreparably damaged, the cleaner may dispose of it only with the customer’s consent or where lawful disposal is otherwise permitted. The customer remains responsible for ensuring that any required permissions, notices, or consents are in place where the property is subject to lease terms, management rules, or building regulations that affect cleaning activities or waste disposal arrangements. The service is intended to be practical, lawful, and environmentally responsible.
Customer responsibilities include providing truthful information, securing permission where needed, maintaining a safe environment, and allowing the cleaner to carry out the work without interference. The customer must ensure pets are managed safely, electricity and water supplies are available where needed, and any parking or access issues are addressed in advance if they affect service delivery. The cleaner may pause or stop work if conditions become unsafe or if required facilities are unavailable. In such cases, any resulting delay, additional cost, or incomplete service may be charged to the extent that the issue was caused by the customer’s failure to prepare properly.
The customer acknowledges that carpet cleaning can involve moisture, heat, detergents, suction, and mechanical agitation. Drying times may vary significantly depending on carpet type, humidity, ventilation, and room temperature. The company does not guarantee immediate use of cleaned areas unless a specific drying method has been agreed. Customers should follow aftercare advice where provided, including avoiding traffic on damp carpet, permitting ventilation, and keeping cleaning solutions away from children and pets until dry. Failure to follow aftercare guidance may reduce the effectiveness of the service or contribute to re-soiling, for which the company is not responsible.
When the service includes stain treatment, deodorising, or specialist fibre care, the cleaner will use reasonable skill and appropriate products selected for the material involved. However, some stains are permanent, and some fabrics may show colour loss, texture changes, or pile distortion even with appropriate treatment. The company may decline to use certain chemicals or methods if it believes they could damage the item or present an unreasonable risk. Any statement about likely results is an opinion based on professional experience and is not a guarantee unless explicitly stated in writing. The customer accepts that carpet and upholstery cleaning terms cannot promise uniform outcomes across all materials.
Intellectual property and records relating to quotations, service notes, photographs taken for quality control, and operational documents remain the property of the provider unless otherwise agreed. The company may keep reasonable records of bookings, payments, and service details for administrative, legal, and accounting purposes. Where photographs are taken to document condition before or after cleaning, they will be used only for legitimate business purposes unless the customer has given separate permission for other uses. Any personal data collected in the course of bookings or service management will be handled in line with applicable data protection law and the company’s privacy arrangements.
Variation of terms may occur from time to time. Updated terms will apply to future bookings once communicated or published through the relevant booking channel. No employee, technician, or representative has authority to change these terms unless authorised in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force so far as law allows. Failure by the company to enforce a provision on one occasion does not waive its right to enforce that provision later.
Governing law and jurisdiction are those of England and Wales. These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection law provides otherwise. By using Marylebone Carpet Cleaners services, the customer confirms acceptance of these Terms and Conditions and acknowledges that they form the basis of the service relationship.
