Marylebone Cleaner Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Marylebone Cleaner to clients within its service areas in the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means any individual, business, landlord, tenant or other party who requests or receives cleaning services from Marylebone Cleaner.

Company means Marylebone Cleaner, the provider of the cleaning services.

Services means domestic, commercial, one off, end of tenancy, deep cleaning or related cleaning services provided by the Company as agreed at the time of booking.

Cleaning Operative means any cleaner or team of cleaners engaged by the Company to carry out the Services.

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

2. Scope of Services

The Company provides cleaning services within designated service areas, including Marylebone and surrounding districts, subject to availability. The precise nature and scope of the Services will be agreed at the time of booking based on the Client’s requirements and the Company’s service menu.

Any descriptions of Services, including standard checklists, are general guidelines only. The actual work carried out may vary depending on the condition and size of the Premises, health and safety considerations and any specific instructions agreed in advance.

The Company reserves the right to decline or discontinue Services where the Premises are deemed unsafe, unsanitary beyond the scope of normal cleaning, or where access is restricted or hazardous.

3. Booking Process

Bookings may be requested by the Client through the Company’s chosen communication channels, such as online forms or other accepted methods as published by the Company from time to time. A booking is only confirmed when the Company issues a written or electronic confirmation stating the date, time and type of Services to be provided.

The Client is responsible for providing accurate information when booking, including the full address of the Premises, type of property, approximate size, level of soiling and any special requirements. The Company reserves the right to adjust the quote or refuse the booking if the information provided is inaccurate or incomplete.

For one off and end of tenancy cleans, the Company may provide an estimated duration and price based on the information supplied. If the Premises require significantly more time or work than described, the Company will inform the Client and may offer to extend the Services at an adjusted rate or limit the work to what can reasonably be completed within the originally booked time.

Regular cleaning bookings may be subject to a minimum term or minimum number of visits, which will be communicated to the Client at the time of booking.

4. Access to the Premises

The Client must ensure that the Cleaning Operatives have safe and reasonable access to the Premises at the agreed time. This may include providing keys, access codes, fobs or arranging for someone to be present to grant entry.

If access cannot be obtained at the scheduled time, waiting time may be charged, or the visit may be treated as a late cancellation at the Company’s discretion. The Company accepts no liability for any loss arising from failure to provide access.

Where keys are supplied to the Company, they will be labelled in a manner that does not identify the Premises address. The Company will take reasonable care in handling keys but shall not be liable for any indirect or consequential losses arising from key loss or theft beyond the value of the key or reasonable re keying costs.

5. Client Obligations

The Client agrees to:

Provide a safe working environment for Cleaning Operatives, including adequate lighting, ventilation and access to running water and electricity.

Inform the Company in advance of any hazards, delicate items, alarm systems, or areas that require special care or must not be cleaned.

Ensure that the Premises are reasonably tidy and free from excessive clutter prior to the start of the Services, unless otherwise agreed as part of the service description.

Secure or remove any valuables or important documents. The Company recommends that cash, jewellery and other high value items are stored safely during visits.

6. Cleaning Materials and Equipment

Unless agreed otherwise, the Company will provide its own cleaning materials and standard equipment suitable for the Services booked. If the Client requests the use of their own products or equipment, this must be agreed in advance.

If the Client supplies products or equipment, it is the Client’s responsibility to ensure that they are safe, in good working order and suitable for the tasks required. The Company will not be liable for any damage or inadequate results arising from the use of products or equipment supplied by the Client.

7. Pricing and Payments

All prices are quoted in pounds sterling and are subject to any applicable taxes. The Company may offer either fixed price quotes for specific Services or hourly rates. Any minimum charges or call out fees will be explained at the time of booking.

Payment terms will be stated in the booking confirmation. The Company may require payment in advance for certain Services, particularly one off or end of tenancy cleans. For regular cleaning, payment may be due on the day of service or on a recurring schedule.

Accepted payment methods will be communicated by the Company and may include card payments, bank transfers or other electronic methods. Cash payments may be accepted only where expressly agreed by the Company.

If payment is not received by the due date, the Company reserves the right to suspend Services and to charge interest and reasonable recovery costs in accordance with applicable UK law.

8. Cancellations, Rescheduling and No Show

The Client may cancel or reschedule a booking subject to the Company’s notice requirements. Unless stated otherwise in the booking confirmation, the following standard policy applies:

Cancellations or rescheduling notified more than 48 hours before the scheduled start time will not incur a charge.

Cancellations or rescheduling notified within 24 to 48 hours of the scheduled start time may incur a partial charge at the Company’s discretion.

Cancellations, rescheduling or failure to provide access with less than 24 hours notice may be charged up to the full price of the booked Service.

If the Company needs to cancel or reschedule a booking, it will give the Client as much notice as reasonably possible and offer an alternative appointment. The Company will not be liable for any indirect loss or expenses incurred by the Client due to such changes.

9. Quality of Service and Complaints

The Company aims to provide a high standard of cleaning services. If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible and, in any case, within 24 hours of completion of the Service, providing details and, where relevant, evidence of the issue.

Where a complaint is justified, the Company may, at its discretion, arrange a re visit to rectify the problem or offer a partial refund or credit. This will be the Client’s sole and exclusive remedy in respect of any claim relating to the quality of the Services.

The Company cannot guarantee full removal of all stains, marks or odours and does not accept liability or provide refunds where such issues remain despite reasonable efforts.

10. Liability and Insurance

The Company holds appropriate liability insurance in respect of its cleaning activities within the UK. The Client must report any alleged damage or loss that may have been caused by the Cleaning Operatives as soon as reasonably possible and, in any event, within 24 hours of completion of the Service, providing details and supporting evidence.

The Company’s liability for any loss or damage arising out of or in connection with the Services shall be limited to the lesser of the cost of repair or replacement of the affected item or the total price paid by the Client for the Service during which the incident occurred.

The Company shall not be liable for:

Normal wear and tear, pre existing damage or defects, or deterioration of items or surfaces that are already old, fragile or not in a sound condition.

Damage arising from the use of products or equipment supplied by the Client or from instructions given by the Client that are contrary to manufacturer guidelines or common practice.

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

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

11. Waste Handling and Environmental Regulations

The Company operates in accordance with relevant UK waste and environmental regulations applicable to its activities. Cleaning Operatives will remove general household or office waste only where this forms part of the agreed Service and where the volume is reasonable for standard cleaning.

The Company does not operate as a waste carrier for large volumes of rubbish, builder’s waste, garden waste or hazardous materials. Such waste removal requires specialised services. If the Client requires significant waste clearance, this must be arranged separately with an appropriate provider.

The Client is responsible for ensuring that any hazardous substances, including chemicals, sharps and biological waste, are disclosed in advance and, where necessary, removed or made safe before the Service. The Company reserves the right to refuse to handle or remove any materials it reasonably considers to be hazardous or beyond the normal scope of cleaning.

12. Health and Safety

The Company adheres to applicable health and safety legislation and expects Clients to cooperate in maintaining a safe working environment. Cleaning Operatives may refuse to perform tasks that involve undue risk, such as working at excessive height, moving particularly heavy furniture or operating in unsafe conditions.

The Client must inform the Company of any health and safety concerns at the Premises, including loose floor coverings, broken fixtures, exposed wiring or any other hazards that could endanger Cleaning Operatives.

13. Data Protection and Privacy

The Company collects and processes personal data, such as names, addresses and contact details, only for the purposes of managing bookings, providing Services and administering client relationships. Personal data will be handled in accordance with applicable UK data protection laws.

The Company may retain records of bookings, invoices and communications as required for legal, accounting or operational reasons. The Client may request access to their personal data held by the Company and request corrections where necessary, subject to legal limitations.

14. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruptions, strikes, pandemics, government restrictions or other force majeure events.

In such cases, the Company may suspend or reschedule the Services without liability, giving the Client as much notice as reasonably practicable.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, operational requirements or business practices. The latest version will apply to all new and ongoing Services after the date it is published or notified to the Client.

Where a change materially affects existing regular service arrangements, the Company will provide reasonable notice to the Client. Continued use of the Services after such notice will constitute 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 their subject matter or formation, 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 Services by the Company, whether contractual or non contractual.

17. 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.

18. Entire Agreement

These Terms and Conditions, together with any written booking confirmation or service agreement issued by the Company, constitute the entire agreement between the Client and the Company in relation to the Services. They supersede any prior understandings, representations or agreements, whether oral or written.

By confirming a booking or allowing Services to proceed, the Client acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.