Marylebone Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Marylebone Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to attend a property, you agree to be bound by these terms. They are designed to explain how the cleaning service operates, what is expected from both parties, and how we manage matters such as payments, cancellations, liability, and waste handling.

For the purposes of these Terms, references to “we”, “us”, and “our” mean Marylebone Cleaner, and references to “you” or “the customer” mean the individual or business arranging the service. These terms apply to one-off cleans, scheduled visits, specialist cleaning services, and any associated labour or materials supplied by us, unless otherwise agreed in writing.

Nothing in these terms affects your statutory rights as a consumer under UK law. If you are booking on behalf of a business, partnership, landlord, managing agent, or other organisation, you confirm that you have authority to enter into these terms and that all instructions given by you are valid and binding on that organisation.

We reserve the right to amend these Terms from time to time. The version in force at the time of booking will normally apply to your service, unless a change is required by law or by a matter of safety. Continued use of our Marylebone cleaning services after any update will be taken as acceptance of the revised terms.

1. Booking Process

Bookings may be made by phone, email, online form, or through any other channel we make available. A booking is not confirmed until we have accepted your request and, where applicable, received a deposit, pre-authorisation, or full payment. We may ask for details about the type of property, access arrangements, cleaning requirements, parking restrictions, occupancy status, and any known hazards so that we can assess the work properly.

All descriptions of services, time estimates, and quotations are based on the information you provide. If the actual condition of the property differs from the information supplied, we may need to adjust the scope, duration, team size, price, or scheduled time. In some cases, where a site is significantly different from what was described, we may refuse to proceed or may re-quote the job before starting.

You are responsible for ensuring that the property is ready for cleaning at the agreed time. This includes providing safe access, removing personal valuables where appropriate, making any occupants aware of the visit, and ensuring that electricity, hot water, and other basic utilities are available where needed for the service. If access is delayed or not provided, we may charge for waiting time or treat the visit as a late cancellation.

We may also require you to identify items that should not be moved, cleaned, or handled. If there are fragile materials, specialist surfaces, medical equipment, hazardous substances, or sensitive documents on site, you must tell us in advance. A professional cleaner service depends on accurate information, and we are not responsible for problems caused by undisclosed conditions or unsuitable instructions.

2. Payments

Unless otherwise agreed, payment is due in full on completion of the service or in advance for certain bookings. For regular cleans, subscriptions, or recurring appointments, payment may be taken automatically or on invoice according to the agreed schedule. We accept payment methods notified at the time of booking, and we may refuse cash or other methods in some circumstances.

All prices are quoted in pounds sterling and, where applicable, may be subject to VAT. Any quotation is based on the agreed service specification and is valid for the period stated in the quotation or booking confirmation. Additional charges may apply for parking, congestion charges, key collection, out-of-hours attendance, specialist equipment, extra labour, or materials not included in the original quote.

If the scope of work increases during the appointment, we may revise the price with your agreement before continuing. Where the change is minor and necessary to complete the job safely or to a reasonable standard, you authorise us to apply a fair additional charge. Failure to pay undisputed sums on time may result in suspension of future services and recovery action for outstanding amounts.

You must not withhold payment for work properly carried out because of a separate dispute unrelated to that service. Where a complaint is raised, we will investigate it in good faith, but this does not automatically entitle you to delay payment. Any refunds, partial credits, or adjustments are issued at our discretion where legally required or where we agree that service standards were not met.

We may use third-party payment processors. If so, their terms and security procedures may also apply to your transaction. We are not responsible for delays, errors, or failures caused by your bank, card provider, or payment platform, provided we have acted reasonably and in accordance with these Terms.

3. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy is set out in your quote or service agreement, we generally require at least 48 hours’ notice for standard appointments. Short-notice cancellations, missed appointments, or refusals of access may be charged in full or in part to cover lost time and allocated resources.

If we need to cancel or reschedule due to staff illness, unsafe conditions, severe weather, transport disruption, equipment failure, or other events beyond our reasonable control, we will aim to provide as much notice as possible and offer an alternative time. We will not be liable for indirect losses arising from a cancellation where we have acted reasonably and promptly.

Where our team arrives and cannot gain entry, cannot work safely, or is prevented from completing the service because of a condition on site, we may charge the visit as attended. This includes circumstances where keys are unavailable, codes are incorrect, alarms cannot be silenced, pets are unsecured, or access routes are blocked. You are responsible for ensuring the property can be entered and cleaned at the appointed time.

4. Liability and Limitations

We will exercise reasonable care and skill in providing the Marylebone cleaning service. However, cleaning can involve contact with delicate or pre-existing surface conditions, and some wear, marks, or deterioration may occur even when reasonable care is taken. We are not responsible for pre-existing damage, hidden defects, normal wear and tear, or damage caused by items that are unstable, unsuitable, or improperly installed.

Our liability for loss or damage caused by our negligence is limited to the amount paid or payable for the relevant service, except where the law does not allow such limitation. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

We are not liable for loss of profit, loss of business, loss of opportunity, loss of goodwill, or any indirect or consequential losses arising from the service, except where such exclusion is not permitted by law. You should remove or secure valuable, fragile, or sentimental items before the appointment. Where you ask us to move items, this is done at your risk unless damage is caused by our proven negligence.

Any claim for damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after the service. To help us assess the matter, you should keep the item or area in question unchanged where possible and provide photographs, dates, and a clear description of the issue. We may inspect the property or item before accepting liability or proposing a remedy.

We do not accept responsibility for losses arising from inaccurate instructions, false information, or failure by you to comply with your obligations under these Terms. If a third party, tenant, guest, contractor, or other occupant interferes with the service or creates a hazard, we are not liable for resulting delay, disruption, or damage unless caused by our negligence.

5. Waste Regulations and Disposal

We will handle waste in accordance with applicable UK waste laws, environmental requirements, and reasonable industry practice. Unless otherwise agreed, we only remove ordinary waste generated by the cleaning service, such as packaging, disposable cloths, and minor debris. Any additional waste removal, bulky waste, or disposal of specialist materials must be agreed in advance and may require separate charges or specialist collection.

You must not ask us to remove prohibited, hazardous, or controlled waste without prior arrangement. This includes items such as chemicals, clinical waste, asbestos, sharp objects, batteries, electrical waste, paint, oils, gas cylinders, or other materials requiring licensed handling. If such waste is found during the service, we may refuse to move or dispose of it and may pause work until it is made safe.

Where waste is collected as part of the service, it will ordinarily be bagged, separated, and disposed of in a lawful manner. You remain responsible for ensuring that waste placed for collection is lawful to remove and that you have authority to authorise disposal. We are not responsible for fines, penalties, or enforcement action caused by waste supplied by you that breaches environmental or local authority rules.

6. Customer Responsibilities

You agree to provide a safe working environment, including clear access to the premises and reasonable facilities to perform the cleaning. You must notify us in advance of any known health and safety concerns, asbestos risk, infestations, contagious illness, aggressive animals, broken fixtures, or other hazards. If the environment is unsafe, we may withdraw staff and charge for time incurred.

You are responsible for securing pets, moving personal items where appropriate, and ensuring that children, residents, or visitors do not interfere with the service. If you request that we clean around obstructing items or clutter, we may limit the service to what can be safely reached and reasonably completed within the booked time.

You must also ensure that any required instructions are practical, lawful, and consistent with our service scope. We may decline tasks that involve unsafe lifting, exposure to biohazards, unlawful disposal, or activities beyond standard cleaning competence. Where specialist techniques or equipment are needed, these may be provided only if agreed in advance and may require an adjusted price.

7. Service Standards and Complaints

We aim to provide a reliable and professional Marylebone cleaning service at all times. If you are dissatisfied with any aspect of the work, you should let us know promptly so that we have an opportunity to review the issue. In many cases, concerns can be resolved by a return visit, partial re-clean, or other practical remedy depending on the circumstances.

Any complaint should be made within a reasonable time after the service and should include enough information for us to understand the issue. We may request photographs, a description of the outcome you expected, and access to inspect the area if necessary. We will assess complaints fairly, but a complaint does not suspend your obligation to pay for work already completed.

We are not obliged to remedy matters that arise from pre-existing damage, unsuitable materials, undisclosed conditions, or changes made after our visit. Likewise, we are not responsible where you decline our advice, instruct us to proceed contrary to our recommendations, or ask us to use products or methods that are unsuitable for the surface or item concerned.

8. Termination and Suspension

We may suspend or terminate a booking, account, or ongoing service arrangement if you fail to pay, repeatedly cancel at short notice, provide unsafe access, misuse our services, or otherwise breach these Terms. We may also decline future bookings where there is a serious breakdown in trust, abusive behaviour, or a persistent failure to cooperate with reasonable service requirements.

If a recurring agreement is terminated, you remain responsible for all charges incurred up to the termination date. Any prepaid amounts for unperformed services will be dealt with in accordance with applicable law and the terms of the relevant booking or subscription arrangement.

These Terms are governed by the law of England and Wales. Any dispute arising out of or in connection with the services, these Terms, or any non-contractual obligations relating to them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right or remedy under these Terms shall operate as a waiver of that right or remedy. These Terms, together with the accepted quotation or booking confirmation, form the entire agreement between you and Marylebone Cleaner in relation to the services provided.

By confirming a booking with Marylebone Cleaner, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.