Cleaner Marylebone Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Marylebone provides cleaning and related services to residential and commercial clients. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

1.1 Client means the individual or organisation purchasing or using the services of Cleaner Marylebone.

1.2 Company, we, us or our means Cleaner Marylebone.

1.3 Services means cleaning and any related services provided by Cleaner Marylebone, whether one-off, regular, deep, end of tenancy, office, after-builders or other agreed services.

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

1.5 Operative means a cleaner, team member, subcontractor or representative engaged by the Company to deliver the Services.

1.6 Agreement means the contract between the Client and the Company comprising these Terms and Conditions and any written confirmation or service schedule issued by the Company.

2. Scope of Services

2.1 The Services to be provided will be specified at the time of booking and confirmed in writing where appropriate. The Client is responsible for ensuring that the description of the required Services is accurate and complete.

2.2 The Company will exercise reasonable skill and care in providing the Services. However, the precise results may vary depending on the condition of the Premises, surfaces, fixtures, fittings and any pre-existing issues.

2.3 The Company reserves the right to refuse any job which, in its reasonable opinion, is unsafe, illegal, excessively hazardous or beyond the scope of normal cleaning operations.

2.4 Unless specifically agreed in writing, the Services do not include: cleaning of areas beyond normal reach without appropriate equipment, removal of heavy items or furniture, specialist cleaning such as exterior window cleaning at height, or handling of hazardous, biological or medical waste.

3. Booking Process

3.1 Bookings may be made through our online systems or other booking channels as made available by the Company. The Client must provide complete and accurate information, including the full address of the Premises, type and size of the property, preferred date and time, and any access instructions.

3.2 A booking is considered an offer by the Client to purchase Services in accordance with these Terms and Conditions. The Company is not obligated to accept any booking.

3.3 The Agreement is formed when the Company confirms acceptance of the booking, which may be by written confirmation, electronic confirmation or commencement of the Services.

3.4 The Company may request further information or clarification before confirming a booking. If the Client fails to provide appropriate information, the Company may cancel or amend the booking.

3.5 For regular or recurring cleaning, the Company will agree a schedule with the Client. Any changes to the schedule must be requested by the Client in advance and are subject to availability.

4. Access and Client Obligations

4.1 The Client must ensure that the Operatives are provided with safe and reasonable access to the Premises at the agreed time. If entry cannot be gained, waiting time or a call-out charge may apply, or the visit may be treated as a late cancellation.

4.2 The Client is responsible for providing accurate access details, such as entry codes, keys, concierge instructions or parking arrangements. The Client must ensure that any keys or access devices supplied to the Company are valid and in working order.

4.3 The Client must ensure that the Premises are reasonably tidy and that valuables, confidential documents, breakables and personal items are safely stored. The Company will not be liable for any loss or damage arising from items left in unsafe or precarious locations.

4.4 The Client must inform the Company of any health and safety risks at the Premises, including structural issues, electrical defects, slippery surfaces, presence of pests or hazardous substances. The Company may suspend or cancel Services if conditions are deemed unsafe.

4.5 The Client must notify the Company in advance of any delicate surfaces or items requiring special care, such as natural stone, antique furniture or specialist finishes. If such information is not provided, the Company will not be liable for damage arising from the use of standard cleaning methods.

5. Equipment and Materials

5.1 Unless otherwise agreed, the Company will provide its own cleaning products and equipment suitable for the agreed Services.

5.2 If the Client requests the use of their own products or equipment, the Company accepts no responsibility for any damage or unsatisfactory results caused by those products or equipment.

5.3 The Client must ensure that any equipment or appliances required for cleaning, such as vacuum cleaners or hot water, are in safe working condition and readily available. The Company may charge for time lost or additional visits if Services cannot be completed due to unavailable or unsafe equipment.

6. Payments and Charges

6.1 The applicable charges for the Services will be communicated to the Client at the time of booking. Prices may be based on hourly rates, fixed fees or a combination, depending on the nature of the Services.

6.2 The Company reserves the right to adjust pricing to reflect changes in labour costs, material costs, regulatory requirements or other relevant factors. The Client will be notified in advance of any changes to the rates for future Services.

6.3 Payment terms will be specified at the time of booking. The Company may require payment in advance, a deposit, or payment on completion. For regular Services, payments may be taken on a recurring basis.

6.4 The Client is responsible for ensuring that payment methods used are valid and authorised. If payment is declined or reversed, the Company may suspend Services until full payment is received.

6.5 All amounts are payable in pounds sterling unless otherwise stated. Where applicable, taxes or other statutory charges will be added to the invoice in accordance with current regulations.

6.6 Late payment may result in the suspension or cancellation of Services and may incur administration fees or interest at a reasonable rate from the due date until the date of payment.

7. Cancellations and Amendments

7.1 The Client may cancel or amend a booking by providing the notice period stated at the time of booking. If adequate notice is not given, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the scheduled Service.

7.2 For one-off deep cleans, end of tenancy cleans or other intensive Services, longer notice periods may apply due to the allocation of specialised Operatives and resources.

7.3 If the Client repeatedly cancels or reschedules regular Services at short notice, the Company may alter the pricing or terminate the Agreement.

7.4 The Company may cancel or re-arrange a booking if external circumstances beyond its reasonable control arise, such as severe weather, transport disruption, illness of Operatives or emergency situations. In such cases, the Company will seek to offer an alternative appointment as soon as reasonably possible.

8. Service Quality and Complaints

8.1 The Company aims to provide Services to a high standard. If the Client is dissatisfied with any aspect of the Services, they must notify the Company within a reasonable time, typically within 24 hours of the Service completion for one-off appointments.

8.2 Where a complaint is justified and directly relates to the quality of the Services provided, the Company may arrange a re-clean of the affected area or offer another appropriate remedy at its discretion.

8.3 The Client agrees to allow the Company reasonable access to the Premises to inspect and address any issues raised. The Company is not obligated to provide refunds or additional Services if it is not given a reasonable opportunity to investigate or rectify concerns.

9. Liability and Insurance

9.1 The Company will operate with appropriate public liability and, where applicable, employers liability insurance as required by law. Details of cover can be provided upon reasonable request.

9.2 The Company will not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of data or loss of opportunity arising from or in connection with the provision of the Services.

9.3 The Companys total aggregate liability for any claim arising under or in connection with the Agreement, whether in contract, tort including negligence or otherwise, shall be limited to the total amount paid by the Client for the specific Service to which the claim relates.

9.4 The Company shall not be liable for any pre-existing damage, wear and tear, defects or deterioration of surfaces, fixtures or fittings. Photographic or written records of the condition may be taken by the Company for quality and protection purposes.

9.5 The Company is not responsible for damage resulting from the use of inappropriate or faulty equipment or cleaning products provided or requested by the Client, or from instructions given by the Client that deviate from standard safe practices.

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

10. Waste Handling and Regulations

10.1 The Company will dispose of general waste arising directly from the cleaning process, such as dust, vacuum contents and standard household rubbish, using appropriate refuse facilities at the Premises where available.

10.2 The Client is responsible for providing suitable bins, bags and access to communal or private waste disposal areas associated with the Premises. The Company is not obliged to remove waste from the Premises for off-site disposal unless specifically agreed and may charge an additional fee for such services.

10.3 The Company will not handle or dispose of hazardous, chemical, medical, sharps, clinical or other regulated waste. If such materials are discovered, the Operatives may suspend work in affected areas and report the issue to the Client.

10.4 The Client must comply with local waste and recycling regulations in relation to any waste generated at the Premises. The Company may assist with separating waste and recyclables where agreed, but ultimate responsibility for regulatory compliance rests with the Client.

11. Conduct and Staff Protection

11.1 The Client must treat all Operatives with respect and must not subject them to any form of abuse, harassment, discrimination or unsafe working conditions.

11.2 If an Operative feels threatened, unsafe or is subjected to inappropriate behaviour at the Premises, the Company may withdraw the Operative and suspend or terminate the Services.

11.3 The Client must not directly employ, contract or engage any Operative introduced by the Company to provide Services privately without the prior written consent of the Company. The Company reserves the right to charge a reasonable introduction or compensation fee if this restriction is breached.

12. Property Damage and Breakages

12.1 The Client must report any alleged damage or breakage believed to have been caused by the Company as soon as reasonably possible and in any event within 24 hours of discovering the issue.

12.2 The Company may request evidence such as photographs and may arrange an inspection. Where damage is accepted as the responsibility of the Company, it may choose to repair, replace or offer fair compensation, subject to the liability limits in these Terms and Conditions.

12.3 The Company will not be responsible for damage to items that are not securely fixed, are inherently fragile, incorrectly installed, or which have existing defects or weaknesses.

13. Termination

13.1 Either party may terminate a regular Service Agreement by providing the notice period stated in the original confirmation or as subsequently agreed. If no specific notice period is stated, a reasonable period of notice shall apply.

13.2 The Company may terminate the Agreement with immediate effect if the Client fails to pay any sum when due, seriously breaches these Terms and Conditions, creates a hostile or unsafe environment for Operatives, or engages in fraudulent or unlawful activity.

13.3 Upon termination, the Client must promptly pay all outstanding sums due to the Company. Termination does not affect any rights or remedies that have accrued up to the date of termination.

14. Data Protection and Confidentiality

14.1 The Company will handle personal data supplied by the Client in accordance with applicable data protection laws and its internal policies. Information will be used to manage bookings, deliver Services, process payments and handle enquiries.

14.2 The Company will take reasonable measures to keep Client information confidential and secure, and will not sell or disclose personal data to third parties except as required for the provision of Services, compliance with legal obligations or with the Clients consent.

15. Changes to These Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to any new or renewed bookings made after the date of publication.

15.2 If material changes are made that significantly affect ongoing regular Services, the Company will inform the Client and provide an opportunity to review the updated terms. Continued use of the Services after such notification will constitute acceptance of the revised terms.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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 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.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 The Agreement is between the Company and the Client. No other person shall have any rights to enforce any of its terms.

17.4 These Terms and Conditions, together with any written confirmation or schedule issued by the Company, constitute the entire agreement between the parties and supersede all prior discussions, correspondence or understandings relating to the Services.