Cleaner Marylebone Terms and Conditions
These Terms and Conditions set out the basis on which Cleaner Marylebone provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our cleaners to begin work, you agree to be bound by these terms. Please read them carefully before placing any request for a cleaning service. We have written this page to be clear and practical, so that both customers and the cleaning team understand what is expected from the outset.
In these terms, references to “we”, “us” and “our” mean Cleaner Marylebone, and references to “you” or “the customer” mean the person who books, pays for, or receives the cleaning service. These terms apply to one-off cleans, recurring appointments, deep cleaning, end of tenancy cleaning, and any related cleaning work that we agree to carry out. They form the entire agreement between the parties unless we expressly agree otherwise in writing.
Nothing in these terms affects your legal rights as a consumer under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. We may update these terms from time to time, and the version in force at the time of your booking will apply to that booking.
Booking Process
Bookings for cleaning services in Marylebone are accepted only when we have confirmed the appointment and relevant details. A booking request may be made through our usual channels, and will normally include the type of service required, the preferred date and time, the property address, access details, and any special instructions that may affect the cleaning task. We reserve the right to decline or adjust a booking if the information provided is incomplete, inaccurate, unsafe, or outside the scope of the service requested.When you request a service, you must ensure that all relevant information is provided honestly and accurately. This includes the condition of the property, the approximate size of the area to be cleaned, whether pets are present, whether parking or entry restrictions apply, and whether the premises contain delicate, hazardous, or high-value items. A quote or estimate is based on the details you provide and may be revised if the actual work differs materially from what was described at the time of booking.
Bookings are confirmed only when we expressly accept them. Until that point, any date or time shown is subject to availability. If your chosen time slot is unavailable, we may offer an alternative. We cannot guarantee arrival at an exact minute, although we will aim to attend within the agreed appointment window. Delays caused by traffic, weather, access issues, or circumstances beyond our reasonable control do not automatically entitle you to compensation or cancellation without charge.
Services, Access, and Customer Obligations
Cleaner Marylebone will provide the cleaning service with reasonable skill and care, using standard methods and materials appropriate to the task unless otherwise agreed. We may refuse to clean items, areas, or surfaces where doing so would create a risk of damage, injury, or breach of law. If you request additional work on the day, it may be accepted only if time, equipment, and staffing permit, and any extra cost will be advised before the work begins.You must ensure that the property is reasonably safe and accessible for cleaning. This includes providing entry, ensuring that electricity and water are available where required, and making us aware of any hazards such as broken fittings, exposed wiring, slippery floors, insects, asbestos, biological waste, or other unsafe conditions. You should remove or secure cash, jewellery, confidential documents, fragile items, and valuables before the appointment unless you specifically instruct us otherwise in writing. We do not accept responsibility for items left unsecured or for loss arising from the customer’s failure to take reasonable precautions.
Where keys, alarm codes, access fobs, or other security arrangements are supplied to us, you are responsible for ensuring they are correct and usable. We will take reasonable care with any access means entrusted to us, but you must inform us promptly of any change to entry arrangements. If we are unable to access the property through no fault of our own, the booking may be treated as a late cancellation or a wasted visit and charged accordingly.
Payments and Charges
Prices for Cleaner Marylebone services are usually based on the type of cleaning requested, the estimated time required, the size and condition of the property, and any specialist requirements. Where a fixed price is agreed, it applies only to the service described in the booking confirmation. Where hourly pricing applies, the final amount depends on the actual time spent performing the agreed work. Any additional services, materials, parking, congestion or access-related costs that were not included in the original quote may be charged separately if they are reasonably incurred and disclosed to you.Payment terms will be confirmed at the time of booking or on completion of the service, depending on the arrangement agreed. Unless we state otherwise, payment is due immediately upon invoice or completion. We may require a deposit or advance payment for certain services, particularly for larger bookings, recurring arrangements, short-notice appointments, or jobs requiring specialist supplies. If payment is not made when due, we may suspend future services, refuse further bookings, and recover any reasonable costs incurred in pursuing overdue sums, including late payment interest where permitted by law.
Where a payment card, bank transfer, or another payment method is used, you confirm that you are authorised to use that method and that the funds are available. Any chargeback or disputed payment made without reasonable grounds may be treated as a breach of contract. If you believe an invoice is incorrect, you must notify us promptly with supporting details so we can review the matter. Undisputed amounts remain payable on time even if a separate part of the invoice is under discussion.
Cancellations, Rescheduling, and No-Show Policy
If you need to cancel or reschedule a Marylebone cleaning appointment, you should notify us as soon as possible. Our standard cancellation rules will apply unless a different arrangement has been agreed in writing. Cancellations made with sufficient notice may avoid charge, but short-notice cancellations, same-day cancellations, or repeated changes may incur fees to cover the reserved appointment time and any preparation already carried out. The exact charge may vary depending on the service booked and the timing of the cancellation.If you are not present at the property and have not arranged secure access, or if we arrive but cannot begin because access is denied, the property is unavailable, or the booking details are incomplete, the visit may be treated as a missed appointment. In such cases, we may charge the full or partial booking amount at our discretion, especially where the cleaner has already travelled to the site or set aside time that cannot reasonably be reallocated. This also applies where a customer asks us to wait beyond a reasonable time and the appointment becomes impractical to complete.
We may cancel or postpone a service if circumstances beyond our control make performance impossible or unsafe, including severe weather, staff illness, transport disruption, power failure, suspected criminal activity, or dangerous conditions at the property. In those circumstances, we will seek to reschedule where practicable. We will not be liable for delay or non-performance caused by events outside our reasonable control, provided we take reasonable steps to minimise disruption.
Liability and Limitations
Cleaner Marylebone accepts responsibility only for losses that arise directly from our proven negligence or breach of contract. We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law. Subject to that, our liability is limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law.We are not responsible for pre-existing damage, wear and tear, hidden defects, deterioration of materials, or damage caused by faulty installation, unstable fixtures, or unsuitable cleaning products provided by the customer. Surfaces such as delicate stone, untreated wood, antique furniture, specialist fabrics, and fragile fittings may require specific treatment. If you do not tell us about relevant sensitivities or instructions, we cannot be liable for resulting damage where we acted reasonably and in good faith. You should draw our attention to any item that requires special care before the service starts.
If you believe damage has occurred during cleaning, you must notify us as soon as reasonably practicable and no later than within a reasonable time after the service is completed, with photographs and a clear description of the issue where possible. You must allow us a fair opportunity to inspect the matter and, where appropriate, investigate or arrange a remedy. We may choose to repair, re-clean, replace, or compensate, depending on the circumstances and the extent of any proven responsibility.
Waste Regulations, Removal, and Disposal
Our cleaning services may involve the collection and disposal of household waste, packaging, dust, and other non-hazardous residue created during ordinary cleaning activity. We will handle waste in a lawful and responsible manner and expect customers to cooperate with any reasonable waste-sorting or disposal instructions. We do not remove prohibited, hazardous, or regulated waste unless this has been specifically agreed in advance and can be lawfully handled.For the avoidance of doubt, the customer remains responsible for ensuring that the property does not contain items that require specialist disposal, including clinical waste, bodily fluids, needles, chemicals, asbestos, pesticides, paint, solvents, or other dangerous substances. If such materials are discovered during the service, we may stop work immediately and request that the materials are removed or dealt with by an appropriately licensed operator. If work has to be paused or abandoned because of waste or contamination issues, the visit may still be chargeable for the time spent and any costs incurred.
Any waste removal agreed as part of a cleaning service in Marylebone will be limited to the scope previously agreed. We reserve the right to refuse to handle waste that may breach environmental or safety regulations. You agree to comply with all applicable waste disposal laws and to give accurate information about any rubbish, debris, or contaminated materials on the premises. If you request us to transport waste, you must ensure that the waste is properly described, lawfully transferable, and safe to move.
Customer Conduct, Complaints, and Service Standards
We expect all customers, occupants, and visitors to behave respectfully towards our staff. Abusive, threatening, discriminatory, or harassing conduct will not be tolerated and may result in immediate termination of the booking without refund. Our cleaners may refuse to continue work if they believe there is a risk to health, safety, or dignity. If a property is excessively contaminated, unsafe, or unsuitable for cleaning, we may decline the service on arrival and charge a reasonable fee for attendance where appropriate.If you have concerns about the quality of the service, you should notify us promptly after the appointment so we can review the issue. We may, at our discretion, offer a re-clean or another suitable remedy if the complaint is raised within a reasonable time and is supported by relevant details. Complaints relating to missed areas, minor issues, or alleged defects should be made promptly so that they can be assessed while the circumstances remain clear. This does not affect any statutory rights you may have as a consumer.
Any customer instruction that conflicts with these terms, applicable law, or safe working practice may be declined. Our team is not authorised to agree to waivers, special guarantees, or liability extensions unless confirmed by an authorised representative in writing. If there is a conflict between any informal statement and these Terms and Conditions, these terms will prevail to the extent permitted by law.
Data, Property, and Third-Party Items
In providing Cleaner Marylebone services, we may process limited personal information necessary to manage bookings, payments, access arrangements, and service administration. We will handle such information in accordance with applicable UK data protection law. You are responsible for ensuring that any personal items, confidential papers, or sensitive materials left in the property are stored securely before the service begins.We do not inspect, copy, remove, or use your property except as needed to perform the agreed cleaning work. If a third party, such as a landlord, managing agent, family member, or tenant, makes the booking, that person must have authority to agree to these terms on behalf of the property owner or occupier. Where multiple parties are involved, the person placing the booking will remain responsible for payment unless we agree otherwise in writing.
Unless expressly agreed, we do not take custody of items, cash, jewellery, documents, or keys beyond what is necessary for access and cleaning. Any item left behind by mistake will be handled with reasonable care, but we cannot guarantee immediate return or continued storage. If we identify items that appear lost or valuable, we may follow a reasonable internal process for safeguarding them, provided this does not create a risk or impose undue burden on our staff.
Governing Law and General Provisions
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or in connection with these terms, the booking, or the service provided will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. This ensures a clear and consistent legal framework for all cleaning services supplied under this agreement.If we choose not to enforce any part of these terms on one occasion, that does not mean we waive our right to enforce it later. Any waiver must be in writing and signed by an authorised representative. Headings are included for convenience only and do not affect interpretation. References to the singular include the plural and vice versa where the context allows. Any notice required under these terms may be given by the usual communication methods used for the booking, unless a different form is required by law.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Cleaner Marylebone. These terms are intended to support a professional, transparent, and lawful service relationship, and to ensure that every appointment is managed fairly for both the customer and the cleaning team.
