Marylebone Cleaners Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning and related services by Marylebone Cleaners to residential and commercial customers within our service area. By booking a service, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions:

Client means the person, firm or company booking or receiving services from Marylebone Cleaners.

Company means Marylebone Cleaners.

Services means any cleaning or related services provided by the Company to the Client.

Premises means the property or properties at which the Services are to be carried out.

Agreement means the contract formed between the Client and the Company when a booking is confirmed.

2. Scope of Services

The Company offers domestic and commercial cleaning and related services within its operational area. The exact scope of Services will be agreed with the Client at the time of booking and confirmed in the booking confirmation.

Unless expressly stated otherwise, Services do not include specialist cleaning such as restoration work, removal of hazardous materials, extensive exterior cleaning, high level access cleaning, or any task that in the opinion of the Company presents a safety or regulatory risk.

The Company reserves the right to refuse or discontinue any Service where the Premises are unsafe, access is restricted, or the required work falls outside the agreed scope.

3. Booking Process

3.1 Bookings may be requested through the Companys approved booking channels, including online forms or other methods made available from time to time.

3.2 A booking request is not a confirmed appointment until the Company has issued a booking confirmation. The Company may request additional information about the Premises, parking arrangements, access instructions and the Clients specific requirements before confirming a booking.

3.3 The Client is responsible for ensuring that all information provided at the time of booking is accurate and complete. Any changes to the details of a booking must be communicated to the Company as soon as possible. The Company may adjust the fee or the scheduled time where changes affect the duration or type of Services required.

3.4 The duration of any appointment is an estimate based on the information supplied by the Client. If the work required is significantly greater than described, the Company may either limit the tasks to fit within the booked time, or seek the Clients agreement to extend the appointment and adjust the price accordingly.

4. Access to Premises

4.1 The Client must ensure that the Companys operatives have safe and reasonable access to the Premises at the agreed time. This includes access to necessary facilities such as water and electricity.

4.2 If keys or access codes are provided, the Client is responsible for ensuring they are valid and clearly labelled. The Company will take reasonable care of any keys provided but accepts no responsibility for consequential loss arising from inaccurate or incomplete access instructions.

4.3 If the Company is unable to gain access to the Premises at the scheduled time, the visit may be treated as a late cancellation, and the relevant cancellation charges may apply.

5. Client Obligations

5.1 The Client must ensure that the Premises are reasonably tidy and free from excessive clutter to allow the Services to be performed efficiently and safely.

5.2 The Client must notify the Company in advance of any known risks at the Premises, including fragile items, existing damage, alarm systems, pets, or any health and safety concerns.

5.3 The Client is responsible for securing valuable items and for informing the Company of any items or areas that should not be cleaned.

5.4 The Client must not directly hire or solicit the services of any operative introduced by the Company for private work outside the Companys arrangements without the Companys prior written consent.

6. Pricing and Payments

6.1 The price for the Services will be confirmed at the time of booking, based on the information provided by the Client and the Companys current price list. All prices are given in pounds sterling and are inclusive or exclusive of applicable taxes as stated at the time of booking.

6.2 The Company reserves the right to revise its prices from time to time. Revised prices will not affect confirmed bookings unless the scope or duration of the Services is changed by agreement with the Client.

6.3 Payment terms will be specified in the booking confirmation. The Company may require payment in advance, at the time of service, or within a specified period after the invoice date, depending on the type of service and the Clients status.

6.4 The Company accepts payment methods as stated in its current payment policy, which may include bank transfer, card payment and other recognised methods. Cash may be accepted only where explicitly allowed and confirmed by the Company.

6.5 If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and to suspend or cancel further Services until outstanding sums are paid in full.

7. Cancellations, Rescheduling and No-Show

7.1 The Client may cancel or reschedule a booking by giving the Company notice through an approved communication method within the minimum notice period stated at the time of booking.

7.2 If the Client cancels or reschedules an appointment with less than the required notice, the Company may charge a late cancellation fee up to the full cost of the scheduled Service, to cover operatives time and administrative costs.

7.3 If the Client fails to provide access to the Premises at the agreed time, or the Premises are not in a condition that allows the Services to be carried out, the visit may be treated as a late cancellation and a fee may be charged.

7.4 The Company will use reasonable efforts to attend all appointments on time. However, timing is approximate and may be affected by traffic, weather, operational issues, or events beyond the Companys control. In the event of significant delay or the need to reschedule, the Company will notify the Client as soon as reasonably practicable.

7.5 The Company reserves the right to cancel or reschedule any booking where necessary due to staff illness, equipment failure, safety concerns, or other circumstances outside its reasonable control. In such cases, any prepayments for the affected booking will be applied to a rescheduled appointment or refunded, at the Clients choice.

8. Quality of Service and Complaints

8.1 The Company aims to provide a high standard of cleaning and customer service. The Client should inspect the work as soon as reasonably possible after completion.

8.2 If the Client is dissatisfied with any aspect of the Service, they must notify the Company within a reasonable time, typically within 24 hours of the visit, so that the Company has the opportunity to investigate and address the issue.

8.3 Where a complaint is found to be justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or otherwise agree a fair resolution with the Client. This will be the Clients sole and exclusive remedy in relation to the quality of the Services.

9. Liability and Insurance

9.1 The Company maintains appropriate insurance cover for its operations in line with industry standards. Details of cover are available on request.

9.2 The Company will take reasonable care when providing the Services. However, the Companys liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of repairing the damage or the total price paid by the Client for the specific Service during which the loss or damage occurred.

9.3 The Company shall not be liable for:

a. Normal wear and tear or deterioration of surfaces or materials as a result of cleaning.

b. Existing damage, defects or weakened conditions at the Premises.

c. Any loss or damage arising from inaccurate information provided by the Client.

d. Loss of profit, loss of business, loss of use or any consequential or indirect loss.

9.4 The Client must notify the Company of any alleged damage or loss as soon as reasonably practicable and in any event within a reasonable time after becoming aware of it, to allow the Company to investigate.

9.5 Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

10. Health, Safety and Waste Regulations

10.1 The Company operates in accordance with applicable health and safety legislation and expects the Client to cooperate in providing a safe working environment for its operatives.

10.2 The Company will not handle or remove hazardous or regulated waste, including but not limited to clinical waste, sharp objects, asbestos, chemicals, solvents, paints, oils, or any material classified as hazardous under relevant regulations.

10.3 General household and office waste will be managed in accordance with applicable waste regulations. The Company may bag and consolidate general waste as part of the Service, but unless specifically agreed, it will not remove waste from the Premises for off-site disposal.

10.4 The Client is responsible for providing suitable bins and for arranging appropriate waste collection services. The Company accepts no liability for any penalties, charges or issues arising from the Clients failure to comply with local waste, recycling or environmental rules.

10.5 The Company reserves the right to refuse to handle any material that in its reasonable opinion presents a risk to health, safety, or the environment.

11. Property and Security

11.1 The Companys operatives will treat the Clients Premises and belongings with care and respect. Doors and windows will be secured as found, unless otherwise instructed by the Client.

11.2 The Client is advised not to request the Companys operatives to handle valuable items, important documents, large sums of money or items of particular sentimental value.

11.3 The Company will not be responsible for loss of cash, jewellery or other high value items unless specifically agreed in writing prior to the Service and adequately documented.

12. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, lock-outs, pandemics, accidents, or utility failures.

13. Privacy and Data Protection

13.1 The Company will collect and process personal data relating to the Client in order to manage bookings, deliver Services and administer its business.

13.2 Personal data will be handled in accordance with applicable data protection laws. The Company will take reasonable steps to keep personal information secure and will not sell or disclose it to third parties except as necessary to provide the Services, comply with the law, or with the Clients consent.

14. Termination

14.1 Either party may terminate an ongoing service arrangement by giving any required notice as agreed at the time of engagement.

14.2 The Company may suspend or terminate Services immediately if the Client fails to pay sums due, behaves abusively towards staff, creates unsafe conditions at the Premises, or otherwise materially breaches these Terms and Conditions.

14.3 Termination shall not affect any rights or obligations that have arisen prior to the termination date, including the Companys right to recover any sums owed.

15. Amendments to Terms

The Company may update these Terms and Conditions from time to time to reflect changes in the law, industry practice, or its service offering. Updated terms will be published or made available to Clients and will apply to new bookings from the date they come into effect. Existing bookings will continue under the terms in force at the time of booking, unless otherwise agreed with the Client.

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, 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 to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in enforcing any right or remedy shall be construed as a waiver of that right or remedy.

17.3 The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the Companys prior written consent. The Company may assign or subcontract its rights and obligations where reasonably necessary for the provision of the Services.

17.4 These Terms and Conditions, together with the booking confirmation and any specific written agreement between the Company and the Client, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions or understandings.