Maryland Carpet Cleaners Service Terms and Conditions
These service terms and conditions set out the basis on which Maryland Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair and practical agreement for both parties. They apply to all standard carpet cleaning, upholstery cleaning, stain treatment, deodorising, and related specialist cleaning services supplied under the Maryland Carpet Cleaners name, unless a separate written agreement states otherwise. For the purposes of these terms, “we”, “us” and “our” refer to Maryland Carpet Cleaners, and “you” or “the customer” refer to the person, business, landlord, tenant, agent or other party requesting the service.
Bookings are accepted subject to availability and confirmation. A booking is not confirmed until we have acknowledged the requested service, date, time window, access requirements and any special instructions. We may request details such as approximate room sizes, flooring type, level of soiling, presence of pets, access conditions, water and electricity availability, and whether any parking or entry restrictions apply. The customer must ensure that all information provided during the booking process is accurate and complete. If incorrect or incomplete information leads to additional work, extra time, or a change in equipment or staffing, we may revise the quoted price or reschedule the appointment.
Where a quotation is given before the visit, it will usually be based on the information supplied by the customer and on standard service assumptions. Unless stated otherwise, quotes remain valid for a limited period and may be withdrawn or amended if the scope of work changes. Any quote may exclude unforeseen issues such as severe staining, pet odour treatment, specialist fibre care, heavy furniture moving, or access complications. If we inspect the property and determine that the actual condition differs materially from the description given at booking, we may either adjust the price with the customer’s agreement or decline to proceed if it is unsafe or impractical to continue.
By booking a carpet cleaning service, the customer confirms that they have authority to permit the work to be carried out at the premises. If the customer is a tenant, it is their responsibility to check lease obligations and obtain consent where needed. If the customer is an agent, landlord or managing representative, they must ensure they have the proper authority to instruct the service. We may refuse to carry out work if we reasonably believe the person booking lacks authority or if the requested service would breach tenancy, building, insurance or access conditions. We are not responsible for disputes between occupiers, owners, managing agents or third parties regarding permission or payment.
Payment terms are agreed at the time of booking or on issue of the invoice. Unless otherwise specified, payment is due on completion of the work on the same day, by the methods we accept at that time. For business customers, payment may be required in advance or within a stated period on invoice. We reserve the right to request a deposit for larger jobs, repeat cancellations, short-notice bookings, specialist cleaning, or any booking where significant equipment, products or personnel are reserved in advance. Deposits are normally applied to the final invoice unless a cancellation fee becomes payable under these terms.
All prices are stated in pounds sterling and, where applicable, may be subject to VAT or other taxes. Any estimate or quotation is exclusive of charges arising from additional labour, extra rooms, prolonged drying requirements, furniture moving not previously included, parking fees, congestion or restricted access costs, or the need for specialised stain removal products. If the customer fails to pay when due, we may suspend or withhold future services, retain ownership of any goods or materials supplied until paid in full where permitted by law, and recover reasonable costs associated with late payment collection.
Cancellations and rescheduling must be made as soon as reasonably possible. If you need to change a booking, we will try to offer a new appointment, subject to availability. Because time, staff and equipment are allocated in advance, short-notice cancellations or failed access may result in a charge. Unless a different arrangement is confirmed in writing, cancellations made less than 24 hours before the agreed start time may incur a fee, and very late cancellations or same-day non-attendance may be charged up to the full price of the booked service where our loss is substantial and this is reasonable in the circumstances.
If we must cancel or postpone due to illness, severe weather, vehicle failure, unsafe conditions, missing access, or any other event outside our control, we will contact the customer as soon as practicable and offer an alternative date where possible. We are not responsible for indirect losses caused by a change in appointment time, including loss of earnings, inconvenience, childcare costs, or third-party expenses, except where such loss arises from our negligence and the law requires otherwise. If a deposit has been taken for a service we cannot reasonably provide, we will offer a refund or rearranged booking as appropriate.
The customer must prepare the premises for cleaning unless we have expressly agreed to perform additional preparation. This includes removing fragile items, valuables, loose obstacles, and any item that could be damaged by movement, moisture or cleaning chemicals. We may move light furniture at our discretion, but we are not obliged to move heavy, fixed or unsafe items. It is the customer’s duty to notify us of any special considerations such as damaged carpet, pre-existing marks, weak seams, unstable furniture, underfloor heating, electrical hazards, hidden pipes, or sensitive materials. Failure to disclose relevant information may affect the outcome of the service and may reduce or exclude our responsibility for resulting issues.
Liability is limited to the extent permitted by UK law. We will use reasonable care and skill in providing carpet cleaning services and in handling the customer’s property. However, cleaning natural fibres, delicate dyes, worn textiles, previously damaged carpets, older stains, and items with unsuitable backing may carry inherent risks, including colour change, fibre distortion, shrinkage, texture alteration or incomplete stain removal. Some marks may be permanent or may reappear after drying, especially where contamination has penetrated beneath the surface. We do not guarantee total removal of all stains, odours, allergens or residues unless a written guarantee is expressly provided for a specific service.
We are not liable for loss or damage caused by circumstances beyond our reasonable control, including hidden pre-existing defects, poor installation, age-related wear, unsuitable maintenance, or pre-existing contamination. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under the laws of England and Wales. If we are found liable for direct loss or damage, our liability will generally be limited to the amount paid or payable for the service in question, except where the law requires a different measure. We will not be liable for indirect or consequential losses, loss of business, loss of profits, or reputational loss.
Where damage occurs, the customer must notify us within a reasonable time and allow us an opportunity to inspect the issue before any remedial work is carried out by a third party. The customer should keep the affected area available for inspection and, if possible, retain supporting evidence such as photographs. If we determine that a valid claim exists, we may choose to re-clean, repair, replace, or compensate up to the applicable limit, depending on the circumstances and the legal obligations that apply. Any claim must be supported by evidence and must relate directly to the specific service we supplied.
Waste regulations and environmental compliance are an important part of our service. We operate in accordance with applicable UK waste handling and environmental requirements, including proper disposal of dirty water, debris, used consumables and any waste generated during the cleaning process. We do not knowingly discharge contaminated water, chemicals or waste in a way that would breach legal obligations or cause environmental harm. The customer agrees not to ask us to dispose of waste illegally or in a manner that would conflict with local rules, landlord conditions, or site-specific restrictions. Where waste transfer, specialist disposal or additional containment is needed, this may be chargeable.
If the customer asks us to remove items, residues or debris from the property, we will only do so where it is lawful and operationally practical. Any waste remaining after completion of the service becomes the customer’s responsibility unless we have expressly agreed to remove it as part of the contract. We may decline to handle hazardous materials, biological waste, sharps, asbestos-related material, or any substance that we reasonably believe requires specialist licensing or treatment. If such material is discovered during the service, we may stop work immediately and require the customer to arrange compliant removal before work continues.
The customer must ensure that the premises are suitable for our equipment and that any site-specific environmental or waste management instructions are communicated in advance. If our staff are required to work within building management rules, waste collection protocols or shared-property procedures, the customer must provide accurate instructions and obtain any necessary permissions. We are not responsible for fines, penalties or delays caused by incorrect information, unlawful disposal requests, or the customer’s failure to secure appropriate authorisation. Any advice we give on cleaning residue, post-service ventilation or waste handling is offered in good faith but does not replace legal or regulatory duties that apply to the customer or site occupier.
These terms also cover service performance, access, and customer cooperation. The customer must provide safe access to the property, including keys, entry codes or on-site attendance where required. If access is delayed or impossible, we may treat the booking as a cancellation or failed appointment and charge accordingly. The customer is responsible for ensuring there is suitable electricity, water and working facilities unless we have agreed to bring alternative arrangements. We may stop work if conditions are unsafe, if there is a risk to staff or equipment, if aggressive behaviour occurs, or if the property contains hazards not disclosed in advance. In such circumstances, any fees already incurred may remain payable.
Any estimated drying time is approximate and depends on ventilation, fabric type, weather, humidity, treatment used and level of soiling. We do not guarantee that carpets will be dry by a particular time unless this has been agreed in writing as part of a premium service. The customer should follow any post-cleaning instructions provided, including avoiding foot traffic, replacing furniture only after suitable drying, and using protective measures where necessary. We are not responsible for damage caused by premature use, obstructed airflow, or failure to follow aftercare advice. If the customer requests a rapid turnaround or additional drying support, this may be available for an extra charge.
Any complaint or concern should be raised promptly and in writing with enough detail for us to assess the matter fairly. We aim to respond within a reasonable time and to work constructively toward a resolution. If a dispute cannot be resolved informally, the matter will be handled in accordance with the laws of England and Wales. These terms are governed by and interpreted under the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights require otherwise. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force. These Maryland Carpet Cleaners terms, together with any written quotation or booking confirmation, form the entire agreement between the parties for the relevant service unless expressly varied in writing. No waiver, omission or delay in enforcing a right shall operate as a permanent waiver of that right. By proceeding with a booking, the customer acknowledges that they have read, understood and accepted these service terms and conditions.
