Terms and Conditions for Carpet Cleaning Marylebone

These Terms and Conditions set out the basis on which Carpet Cleaning Marylebone provides carpet, rug, upholstery, and related cleaning services. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for services.

1. Definitions

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

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

Company means Carpet Cleaning Marylebone, the provider of the services.

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

Services means carpet, rug, upholstery, and any associated cleaning services offered by the Company.

Technician means a person engaged by the Company to deliver the services.

2. Scope of Services

The Company provides professional carpet, rug, and upholstery cleaning services, as well as related treatments such as stain removal, deodorising, and protective applications where requested and agreed.

The exact scope of work for each booking will be confirmed at the time of booking, based on the Client's description of the Premises and the items to be cleaned. The Company reserves the right to amend the quoted price and scope if, on arrival, the actual condition, size, or nature of the items differs materially from the description provided by the Client.

3. Booking Process

Bookings may be requested by the Client through the Company's chosen communication channels. A booking is only confirmed when the Company has expressly accepted it and provided confirmation of the appointment date, time window, and price estimate.

The Client must provide accurate information when booking, including the type and number of rooms or items, access details, parking availability, and any known issues such as severe staining, pet contamination, or water damage. Failure to provide accurate information may result in additional charges, changes to the scheduled work, or, in extreme cases, refusal to carry out the services.

The Company will provide an estimated time of arrival. While reasonable efforts will be made to attend within the agreed time window, arrival times are approximate and may be affected by traffic, weather, or unforeseen circumstances. The Company will notify the Client of significant delays where reasonably possible.

4. Access to the Premises

The Client is responsible for ensuring safe and reasonable access to the Premises for the Technician, including suitable parking where possible. Any parking charges or congestion charges necessary for access may be added to the final bill where applicable.

The Client must ensure that an adult authorised by the Client is present at the Premises at all times during the service, unless otherwise agreed in advance. The Technician may refuse to continue the service if no authorised adult is present, and the visit may be treated as a cancellation by the Client.

The Company reserves the right to decline or discontinue work if the Premises are unsafe, unsanitary beyond the scope of the service, or if the Technician reasonably believes that continuing would pose a health and safety risk.

5. Client Responsibilities Before Cleaning

The Client must remove small items, valuables, fragile objects, and personal belongings from the areas to be cleaned. The Company is not responsible for moving heavy furniture, electrical equipment, or items of significant value unless previously agreed.

The Client should ensure that the Premises have adequate electricity, lighting, and running water available during the appointment. If these are not available, the Technician may not be able to complete the work, and a cancellation fee may apply.

The Client should vacuum carpets and rugs before the service if requested by the Company, particularly where there is excessive loose debris or pet hair. Where pre-vacuuming is not undertaken by the Client, the Company may carry out additional preparation at its discretion and may adjust the price accordingly.

6. Pricing and Quotations

Prices are typically based on the size and number of rooms or items, the condition of the carpets or upholstery, and any additional treatments requested. All quotations are estimates, given in good faith based on the information provided by the Client.

If, upon arrival, the Technician finds that the job is materially larger or more complex than stated, the Company will inform the Client and may revise the price. If the Client does not accept the revised price, the Company may cancel the service and charge a call-out or cancellation fee as set out in these Terms and Conditions.

All prices are stated in pounds sterling and, where applicable, are inclusive or exclusive of VAT as notified to the Client at the time of booking.

7. Payments

Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due immediately upon completion of the services at the Premises or in advance of the appointment.

The Company may accept various forms of payment, such as card payment, bank transfer, or other approved methods. Cash payments may be accepted only where explicitly agreed and must be paid directly to the Company or as directed by the Company.

For commercial clients, the Company may, at its discretion, agree to invoice on completion of the services with payment due within a specified period. Late payment may attract interest or administrative charges in line with applicable UK legislation.

The Client is not entitled to withhold payment based on dissatisfaction with the services unless and until the Company has been given a reasonable opportunity to investigate and, where appropriate, to rectify any issues in accordance with these Terms and Conditions.

8. Cancellations and Rescheduling

The Client may cancel or reschedule an appointment by giving the Company reasonable notice through the same communication channel used for booking or another agreed method.

Where the Client cancels or reschedules with less than 24 hours' notice, the Company reserves the right to charge a cancellation fee, which may be a fixed call-out charge or a percentage of the estimated service cost, reflecting the time reserved and any costs incurred.

If the Technician attends the Premises and is unable to gain access, or if the Client is not present and has not provided access arrangements, the visit may be treated as a late cancellation and a fee may be charged.

The Company reserves the right to cancel or reschedule a booking at any time where necessary due to staff illness, equipment failure, extreme weather, unsafe conditions at the Premises, or other circumstances beyond its reasonable control. In such cases, the Company will offer an alternative appointment but will not be liable for any resulting loss or inconvenience suffered by the Client.

9. Service Standards and Limitations

The Company will carry out the services with reasonable care and skill, using appropriate equipment and cleaning solutions suited to the type of carpet, rug, or upholstery as reasonably determined by the Technician.

While the Company aims to achieve high-quality results, it cannot guarantee the removal of all stains, odours, or marks. Results depend on factors such as the age and type of stain, previous cleaning attempts, material composition, and general wear.

Colour fastness and shrinkage are dependent on the original manufacture and previous maintenance of the items. The Company will take reasonable precautions and may carry out spot tests, but cannot be held responsible for inherent defects, pre-existing damage, or wear that becomes apparent during or after cleaning.

The Client accepts that some odours, especially from long-term pet contamination, smoke, or severe spillages, may not be fully removable. Where odours or stains are deeply embedded, multiple treatments may be recommended at additional cost.

10. Liability

The Company will be liable for direct damage to property caused by its negligence, up to the value of the affected item or the cost of repair, subject to fair wear and tear and pre-existing condition. The Client must notify the Company of any alleged damage or issues as soon as reasonably practicable and, in any event, within 48 hours of completion of the services.

The Company will not be liable for:

Any pre-existing damage, wear, fading, or defects that were not caused by the services.

Any deterioration that results from the cleaning process revealing concealed damage, stains, or defects.

Any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity.

Any damage arising from failure of the Client to provide accurate information, follow aftercare advice, or ensure appropriate drying and ventilation after the service.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded under English law.

11. Complaints and Rectification

If the Client is dissatisfied with any aspect of the services, they must raise the concern with the Company as soon as possible and give a clear description of the issue.

The Company may arrange a revisit or request photographic evidence in order to assess the complaint. Where the complaint is found to be justified and relates to the standard of the original work, the Company will endeavour to rectify the issue at no additional cost within a reasonable time frame.

Complaints raised more than 48 hours after completion may be more difficult to assess, and the Company reserves the right to determine, at its discretion, whether a complimentary revisit or other remedy is appropriate.

12. Waste Regulations and Environmental Responsibilities

The Company complies with relevant UK regulations in relation to the handling, temporary storage, and disposal of waste arising from its services.

Any waste water generated during carpet or upholstery cleaning will be disposed of via appropriate drainage systems at the Premises or another suitable facility, in accordance with local requirements and environmental best practice. The Client agrees to permit the Technician to use appropriate drains at the Premises for this purpose, where available.

Where the service involves removal of solid waste residues, filters, or consumables, the Company will handle and dispose of such materials responsibly. The Company does not undertake general rubbish removal or clearance services unless expressly agreed as a separate service.

The Client is responsible for ensuring that any hazardous substances or materials at the Premises are disclosed to the Company and kept separate from the areas to be cleaned. The Company reserves the right to refuse to handle any waste or material that it reasonably believes to be hazardous, contaminated, or outside the scope of normal carpet and upholstery cleaning.

13. Insurance

The Company maintains appropriate insurance cover in respect of its services, including public liability insurance, in accordance with industry standards. Details of insurance cover can be provided upon request.

14. Privacy and Data Protection

The Company collects and processes personal information such as names, addresses, and contact details solely for the purposes of managing bookings, delivering services, processing payments, and communicating with Clients.

The Company will take reasonable steps to protect personal data and will not sell or disclose such data to third parties except where necessary to provide the services, process payments, or comply with legal obligations.

15. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, transport disruption, power failures, accidents, public health restrictions, or other unforeseen circumstances.

16. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Client's booking will apply to that booking. Continued use of the services following any update to the Terms will be deemed acceptance of the revised terms for future bookings.

17. Governing Law and Jurisdiction

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

The parties agree that the courts of England and Wales shall have exclusive jurisdiction in relation to any dispute or claim concerning these Terms and Conditions or the services provided by the Company.

18. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Company and the Client in relation to the services and supersede any previous agreements, understandings, or arrangements, whether written or oral.

By making a booking with Carpet Cleaning Marylebone, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.