Terms and Conditions for Cleaners Marylebone
These Terms and Conditions set out the basis on which our domestic and commercial cleaning services are provided by Cleaners Marylebone. By making a booking, confirming an appointment, or allowing a cleaner to begin work, you agree to be bound by these terms. They are designed to create clarity around the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework that applies to our services. For the avoidance of doubt, these terms apply to all standard cleaning, end of tenancy cleaning, one-off visits, and recurring cleaning arrangements supplied under the Cleaners Marylebone name.
Throughout this document, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the person requesting or receiving the cleaning service. These terms may be updated from time to time, and the version in force at the time of your booking will apply unless we expressly agree otherwise in writing. We recommend that you read the full document carefully before confirming any service. Where a term is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
1. Booking Process
A booking with Cleaners Marylebone is considered requested once you have provided the necessary service information and we have received your instruction to proceed. We may ask for details including the type of cleaning required, the size or condition of the property, the preferred date and time, access arrangements, and any special instructions. Although we aim to accommodate your preferred slot, all bookings are subject to availability and confirmation. A booking is not final until we have accepted it and, where applicable, received any required deposit or prepayment.
When you make a booking, you must ensure that all information supplied is accurate and complete. This includes notifying us of any factors that may affect the cleaning service, such as pets, fragile items, heavy staining, restricted access, parking constraints, or the need for specialist equipment. If the information you provide is incomplete or misleading, we may need to revise the quoted time, price, or scope of work, or in some cases refuse or reschedule the appointment. We reserve the right to decline a booking where the premises, requested service, or timing is not suitable for our operatives or for safe completion.
We may communicate booking confirmations, amendments, and service updates using the contact details you provide at the time of booking. It is your responsibility to ensure that these details remain correct and that you are available to receive important information. If access cannot be gained at the agreed time because entry instructions were incorrect, incomplete, or unavailable, the appointment may be treated as a late cancellation or missed visit, and charges may apply in accordance with these terms.
2. Service Scope and Customer Responsibilities
The exact scope of the cleaning service will be based on the booking description, the condition of the premises, and any agreed add-ons or exclusions. Unless specifically agreed, our cleaners do not move excessively heavy items, carry out hazardous work, handle bodily fluids, remove items requiring specialist disposal, or perform repairs. The customer is responsible for securing valuables, removing important documents, and advising us in advance of any materials or surfaces requiring careful handling. Where possible, we will adapt our work to reasonable site conditions, but the service remains limited to safe and lawful cleaning tasks.
If the property is substantially dirtier than described or contains unusual build-up, the time required to complete the work may be longer than first estimated. In such cases, we may offer a revised quotation, shorten the scope to fit within the booked time, or arrange an additional appointment. Any decision of this kind will be made reasonably and in good faith. Customers should also ensure that water, electricity, and other basic utilities needed for cleaning are available at the time of attendance, unless we have expressly agreed to work without them.
By booking a service, you confirm that you have authority to permit cleaning work at the premises and that you will ensure anyone affected by the service is aware of the appointment. If the property is occupied by tenants, landlords, letting agents, or managing agents, responsibility for authorisation must be established before the booking proceeds. We do not accept responsibility for disputes between third parties regarding permission to access or clean a property, provided we have acted on instructions received in good faith.
3. Payments and Pricing
Prices are normally quoted based on the information available at the time of booking, including property size, service type, frequency, and any add-on requirements. Unless stated otherwise, all prices are shown in pounds sterling and may be subject to change before confirmation if the scope of the work changes. Quotations are usually estimates rather than fixed contracts unless we expressly state that the price is fixed. Any variation caused by inaccurate information, additional tasks, or unexpected conditions may result in an adjusted charge.
Payment terms will be confirmed at the point of booking and may require full payment in advance, part payment, or payment upon completion depending on the service type and schedule. Where payment is due after the service, invoices must be paid by the deadline stated on the invoice or receipt. Failure to pay on time may result in suspension of future bookings, recovery action, and any reasonable costs incurred in collecting outstanding sums, to the extent permitted by law. Any discount, promotion, or recurring-service rate applies only for the period and conditions specified.
Unless we agree otherwise, all charges are payable without deduction, withholding, or set-off. If additional work is requested during the appointment, the cost may be added to the original booking price. We may also charge for materials or specialist products if these were not included in the original quotation. Any payment card charges, bank fees, or transfer costs imposed by your payment provider remain your responsibility. Late or failed payments may attract administrative fees where lawful and proportionate.
4. Cancellations, Rescheduling, and Missed Visits
You may cancel or reschedule a booking by giving notice within the cancellation period stated at the time of booking. If no specific period is provided, a minimum of 24 hours’ notice should be given for standard services. Cancellations made after the relevant notice period may incur a charge, which may be up to the full cost of the scheduled appointment where our team has already been allocated or where time cannot reasonably be rebooked. For recurring arrangements, repeated short-notice cancellations may lead to review or termination of the service.
We may cancel or reschedule a booking where it is necessary for operational, safety, staffing, or legal reasons, or where access cannot be arranged. If we need to change the appointment, we will use reasonable efforts to offer an alternative time. We will not be liable for delay or non-performance caused by events beyond our reasonable control, including severe weather, transport disruption, illness, power failures, or other unexpected operational interruptions. In such cases, any deposit may be transferred to a new date or refunded, depending on the circumstances and the stage of the booking.
If our cleaner attends the premises and cannot gain access, or if the customer is not present where attendance is required, the booking may be treated as a missed visit and charged accordingly. If you believe a cancellation or missed-visit charge has been applied incorrectly, you should raise the matter promptly so it can be reviewed. We will consider such concerns fairly, but our records of attendance, access attempts, and communications will normally be treated as evidence of what occurred.
5. Liability and Damage
We take reasonable care when delivering our cleaning services and expect our operatives to work professionally and with due skill. However, cleaning work can involve risk where surfaces are delicate, items are unstable, or previous damage is hidden. We are not responsible for pre-existing defects, wear and tear, faulty fixtures, poor workmanship by others, or damage arising from materials that were already unsuitable for cleaning. Customers should make us aware of fragile items, antique surfaces, and any special handling requirements before the service begins.
To the fullest extent permitted by law, our liability is limited to direct loss or damage caused by our negligence or breach of contract, and only where such loss was reasonably foreseeable at the time of booking. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are responsible for proven damage, we may choose to repair, replace, or compensate for the affected item, subject to a reasonable assessment of value and condition.
We are not liable for indirect or consequential losses, including loss of business, loss of profit, loss of opportunity, or emotional distress, unless such exclusion is not permitted by law. You must take reasonable steps to minimise any loss or damage after an incident occurs. Any claim relating to damage or loss should be reported as soon as reasonably possible and, wherever practical, before the cleaner leaves the premises. Claims made long after the event may be difficult to verify and may not be accepted where delay has prejudiced our ability to investigate.
6. Waste Regulations and Disposal
Our cleaning services are provided in accordance with applicable UK waste handling and environmental requirements. We will dispose of ordinary cleaning waste generated during the service in a lawful and responsible manner, such as packaging from consumables, disposable cloths, and small amounts of general refuse where this forms part of the agreed service. We do not remove or transport items that require specialist collection, licensing, or treatment, including hazardous waste, clinical waste, asbestos, solvents, chemicals, electrical appliances, or bulky waste unless this has been specifically agreed and lawfully arranged in advance.
If you ask us to remove rubbish, unwanted household items, or other material from the property, you must ensure that doing so is permitted and that the waste can be handled safely and legally. You are responsible for declaring anything that may be hazardous, contaminated, sharp, heavy, or otherwise unsuitable for standard disposal. We may refuse to handle waste that could place our staff, the environment, or the public at risk. Any waste transfer, collection, or disposal service that requires a permit, licence, or authorised contractor will only be provided if these requirements can be met lawfully.
You agree not to ask our staff to dispose of items in a way that would breach environmental or waste legislation. Where required, you must separate prohibited materials from general waste before the appointment. If improper waste is concealed among ordinary refuse, or if disposal instructions are incomplete, we may stop work, charge for any additional time incurred, or report the matter where necessary. Our operatives may also decline to transport waste if the vehicle load, quantity, or composition would make compliance impractical or unlawful.
7. Complaints, Revisions, and Service Issues
If you are dissatisfied with any part of the service, you should notify us as soon as possible and provide a clear description of the issue. Where appropriate, we may offer a revisit, a partial refund, or another reasonable remedy, depending on the facts. Any claim relating to the quality of the cleaning should generally be reported within 24 hours of completion so that the premises can be inspected and the matter fairly assessed. Failure to report promptly may limit our ability to verify the issue and may affect any available remedy.
We reserve the right to inspect photographs, notes, time records, and communications when assessing a complaint. A revisit or corrective action will not be offered where dissatisfaction arises from matters outside our control, such as inaccessible areas, customer instructions contrary to professional advice, pre-existing damage, or a change in property condition after completion. Any remedy we provide will be proportionate to the issue identified and will not exceed the value of the affected service unless otherwise required by law.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory consumer law provides otherwise. If you are a consumer, nothing in these terms is intended to reduce your statutory rights under applicable UK consumer protection legislation. If any part of these terms conflicts with mandatory law, the relevant legal requirement will prevail only to the extent of that conflict.
By using Cleaners Marylebone, you confirm that you understand the service is provided on the basis of these terms and any specific conditions agreed for your booking. These terms are intended to be fair, practical, and consistent with the way professional cleaning services are ordinarily delivered in the UK. They protect both the customer and the service provider by setting reasonable expectations around appointments, payment, responsibility, and lawful waste handling. If a matter is not expressly covered here, it will be interpreted in a commercially reasonable manner consistent with the nature of the service and applicable law.
Nothing in these Terms and Conditions affects any rights that cannot be excluded or limited by contract. The headings are included for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa where the context requires. References to legislation include any replacement or amended legislation in force from time to time. These terms form the whole agreement between you and us in relation to the cleaning service, unless a separate written agreement states otherwise. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these conditions.