0121 751 1917
0121 751 1917

Terms and Conditions

Effective Date: 1 May 2026
Business Name: Marlowe Cleaners

These Terms and Conditions ("Terms") govern the use of services provided by Marlowe Cleaners ("we", "us", or "our"). By booking a service with us, you agree to these Terms in full.

1. Services

Marlowe Cleaners provides residential cleaning services, including but not limited to standard cleans, deep cleans, and end of tenancy cleans.

All services are delivered based on the scope selected at the time of booking.

2. Booking & Agreement

  • All bookings are subject to availability

  • A booking is only confirmed once we have acknowledged your request

  • By booking, you confirm that all information provided is accurate

We reserve the right to refuse or cancel bookings at our discretion.

3. Independent Cleaners

We may assign independent cleaners or contractors to carry out services.

By booking with us, you acknowledge that:

  • Cleaners may not be direct employees of Marlowe Cleaners

  • We act as a service provider coordinating the booking and service delivery

All cleaners are expected to meet our standards, but individual performance may vary.

4. Access to Property

You are responsible for ensuring safe and timely access to the property.

Failure to provide access may result in:

  • Cancellation of the service

  • A call-out fee as outlined in our Refund Policy

5. Pricing & Payment

  • Prices are based on the information provided at the time of booking

  • Additional charges may apply if the condition of the property differs significantly

Payments are primarily processed via secure third-party providers (e.g. Stripe).

We reserve the right to request payment in advance of services.

6. Cancellations & Refunds

All cancellations and refunds are handled in accordance with our Refund & Service Policy.

By booking, you agree to those terms in full.

7. Service Limitations

We do not guarantee:

  • Removal of permanent stains, mould, or damage

  • Completion of tasks outside the agreed service scope

  • Results that require specialist cleaning unless explicitly booked

8. Customer Responsibilities

You agree to:

  • Provide accurate details about the property and its condition

  • Ensure a safe working environment for cleaners

  • Secure or remove fragile, valuable, or irreplaceable items

We are not liable for damage to items that were not properly secured or disclosed.

9. Health & Safety

We reserve the right to refuse or stop a service if:

  • The environment is deemed unsafe

  • There are hazardous materials present

  • Cleaners are subjected to inappropriate behaviour

In such cases, no refund may be issued.

10. Liability

We take reasonable care in providing our services. However:

  • We are not liable for pre-existing damage

  • We are not liable for normal wear and tear

  • Our liability is limited to the value of the service provided

Any claims must be reported within 24 hours of service completion.

11. Delays & Force Majeure

We are not responsible for delays or failure to perform services due to circumstances beyond our control, including but not limited to:

  • Traffic delays

  • Weather conditions

  • Illness or emergencies

  • Equipment failure

12. Complaints

We aim to resolve all complaints fairly and promptly.

All complaints must:

  • Be submitted within 24 hours of service

  • Include clear details of the issue

We will review and determine an appropriate resolution in line with our policies.

13. Data Protection

Your personal data is handled in accordance with our Privacy Policy.

14. Changes to Terms

We reserve the right to update these Terms at any time. Updated versions will be posted on our website.

15. Governing Law

These Terms are governed by and interpreted in accordance with the laws of England and Wales.

By booking a service with Marlowe Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions.