Docklands Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Cleaners provides domestic and commercial cleaning services. By making a booking, confirming a quote, or allowing a cleaner to begin work, the customer agrees to these terms. They are designed to create a clear, fair, and professional service relationship, with responsibilities for both the customer and the cleaning provider set out in plain language.

Throughout this document, references to “we”, “us”, and “our” mean Docklands Cleaners. References to “you” and “your” mean the person, business, or organisation booking the service. These cleaning service terms apply to all standard and specialist work unless we agree otherwise in writing. If any part of these cleaning terms and conditions is found to be unenforceable, the remaining sections will continue in full force.

1. Booking Process

The booking process for Docklands Cleaners services begins when you request a quotation or service slot and provide accurate details about the work required. This may include the type of property or premises, the size of the area, any specific cleaning requirements, access arrangements, and any known issues that could affect the job. All quotes are based on the information supplied at the time of booking. If the information changes, we may revise the price, the duration, or the scope of work.

A booking is only confirmed once we have accepted it and, where relevant, received any required deposit or prepayment. We reserve the right to decline a booking if we do not have suitable availability, if the requested work falls outside our service scope, or if access, safety, or legal requirements cannot be met. Confirmation may be provided by email, text message, online system, or another written format. Once confirmed, the service date and time will be allocated subject to reasonable operational changes.

It is your responsibility to ensure that all booking details are correct. If you request changes after confirmation, we will try to accommodate them, but changes may affect the final price or timing. Where a cleaner attends and the property is not ready for the agreed service, or the request materially differs from the booked work, we may treat the appointment as completed or partially completed and charge accordingly. Any special instructions should be shared before the appointment begins.

2. Service Scope and Customer Responsibilities

Docklands Cleaners will provide the cleaning tasks agreed in the booking confirmation or quotation. Our cleaning service agreement covers only the work described and does not include tasks not specifically agreed, such as moving heavy furniture, handling hazardous materials, or carrying out repairs. If additional work is requested on the day, we may agree to carry it out if time, equipment, and staff availability permit, but this is not guaranteed.

You must provide safe, timely, and reasonable access to the property, including keys, alarm instructions, entry codes, parking information where applicable, and any other details needed to complete the service. You are also responsible for securing valuables, confidential documents, fragile items, and items of sentimental or high monetary value before work begins. While our team will act with care, we are not responsible for items left accessible in areas to be cleaned unless loss or damage is caused by our negligence.

Where our staff are expected to use your equipment, supplies, or utilities, these must be in good working order and suitable for the task. If an appliance, fixture, or surface appears unsafe or defective, we may refuse to use it or may stop work in that area. You must also inform us in advance of any known risks, including pets, biohazards, mould, contaminated waste, insect activity, or other conditions that could affect health and safety. Failure to do so may lead to cancellation, additional charges, or suspension of the service.

3. Payments and Charges

All prices are provided in pounds sterling unless stated otherwise. Charges may be based on hourly rates, fixed-price packages, one-off jobs, recurring cleaning services, or a combination of these models. The price shown at booking reflects the details supplied at the time of quotation. If the work requires more time, extra equipment, specialist materials, or additional labour because the original information was incomplete or inaccurate, we may increase the charge fairly and proportionately.

Payment terms will be confirmed at booking and may require payment in advance, on completion, or by invoice for approved business customers. Where invoices are issued, they must be paid by the due date stated on the invoice. We may charge interest and recovery costs on overdue sums in line with applicable law. Any deposits paid are non-refundable except where we cancel the booking or where a refund is required by law.

We may request card details, bank transfer, direct debit, or another approved payment method before work starts. If a payment is declined, reversed, or otherwise fails, we may suspend future bookings until the amount due is settled. Promotional prices, discounts, or package rates may be subject to eligibility rules and may be withdrawn or altered for future bookings. Unless specifically stated, prices do not include extraordinary expenses such as specialist disposal charges, parking fees, congestion-related charges, or permit costs.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary according to the type of service, the length of the booking, and whether special materials or staffing have been arranged. If you cancel late, fail to provide access, or are not present when required for the service to start, we may charge a cancellation fee or the full booked amount where we have already incurred costs.

If we need to cancel or reschedule due to staff illness, safety concerns, severe weather, equipment failure, or another cause outside our reasonable control, we will aim to offer a new appointment at a suitable time. If we are unable to complete the service for reasons within our control, we will refund any prepaid amount for the uncompleted portion of the work. We are not liable for indirect losses caused by a cancelled or delayed appointment, such as lost earnings, missed deadlines, or inconvenience, unless required by law.

If the service has already started, cancellation charges may reflect the labour, materials, and time already spent. Where a recurring cleaning arrangement is in place, either party may end the arrangement by giving notice in accordance with the booking terms or invoice cycle. We may terminate immediately if payment is repeatedly late, if access is consistently denied, or if conditions at the property make it unsafe or unreasonable to continue the work.

5. Liability and Limitations

Docklands Cleaners will use reasonable care and skill in delivering professional cleaning services. However, our liability is limited to losses directly caused by our proven negligence or breach of contract. We do not accept responsibility for pre-existing damage, wear and tear, hidden defects, poor installation, or faults arising from age, weather, or ordinary use. Any concern about damage should be reported as soon as reasonably possible so that we can investigate.

Our team is trained to work carefully, but some materials and surfaces can be delicate or react unpredictably to cleaning products. It is your responsibility to tell us about sensitive surfaces, special finishes, manufacturer instructions, or any areas requiring extra caution. We may decline to clean certain items if we believe the risk of damage is too high. We are not responsible for damage caused by incorrect, incomplete, or misleading instructions supplied by you.

Nothing in these Docklands Cleaners terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law. Where we are found liable for loss or damage, our responsibility will normally be limited to the amount paid or payable for the relevant service, except where law requires a different measure. We are not responsible for business losses, loss of profits, loss of contracts, or reputational harm unless such liability cannot legally be excluded.

6. Waste Regulations and Disposal

Waste handling during and after a cleaning job must comply with applicable UK waste regulations. Unless the booking explicitly includes waste removal or specialist disposal, we will only collect, bag, or move waste within the scope of the service agreed. We do not remove hazardous waste, clinical waste, asbestos, needles, chemicals, or other controlled materials unless we have expressly agreed to do so and are legally permitted to handle them.

You are responsible for identifying any waste that requires special handling or licensed disposal. If we discover items that may be dangerous, contaminated, or unlawful to move, we may stop work in that area and report the issue to you. Additional charges may apply where extra time, protective equipment, or compliant disposal arrangements are necessary. Waste must not be left in a manner that creates a health, safety, or environmental risk.

Where our staff separate recyclable material from general waste as part of the agreed service, that will be done in accordance with reasonable operational practice and the information available at the time. We cannot guarantee recycling outcomes once waste leaves the premises and is transferred to third-party facilities. You must not ask us to dispose of anything unlawfully, and you remain responsible for any penalties, claims, or costs arising from waste that you supplied or failed to disclose properly.

7. Access, Safety, and Conduct

You must ensure the property is reasonably safe for our staff to enter and work in. This includes providing adequate lighting, secure entry, and any necessary warnings about slippery surfaces, broken fixtures, loose wiring, or other hazards. If our staff believe there is a threat to health or safety, they may leave the property or stop the work immediately. In such cases, you may still be charged for time spent and any costs incurred.

We expect mutual respect between our staff and customers. Abuse, harassment, threats, or discriminatory behaviour will not be tolerated and may result in immediate termination of the service without refund. Our staff may refuse to continue if they are asked to carry out illegal, unsafe, or inappropriate tasks. We may also refuse to use products or equipment that appear unsafe, unlabelled, damaged, or unsuitable for the job.

Where keys, fobs, or access devices are entrusted to us, we will take reasonable care in handling them. Any loss must be reported promptly so that steps can be taken to limit inconvenience. However, we are not liable for loss resulting from inaccurate access instructions, faulty security systems, or circumstances beyond our reasonable control. If replacement locks, keys, or reprogramming are needed because of our proven fault, we will address the matter fairly.

8. Complaints and Service Issues

If you are unhappy with any aspect of the work, you should notify us within a reasonable time after the service is completed. Please provide clear details of the issue so that we can investigate properly and, where appropriate, offer a remedial visit, partial refund, or another fair resolution. We may ask for photographs, access to the property, or other relevant information before deciding how to proceed.

We aim to resolve concerns promptly and professionally. A complaint does not permit non-payment of undisputed amounts. Any remedial work offered will relate only to the original service scope and will be carried out within a reasonable period, subject to availability. If a concern is caused by circumstances outside our control, by pre-existing conditions, or by instructions given by you, we may not be obliged to offer compensation.

9. Governing Law

These UK service terms and any dispute arising from them are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights that apply in your jurisdiction, and nothing in these terms is intended to remove those rights where they cannot legally be excluded. Any dispute that cannot be resolved amicably will be dealt with by the courts having appropriate jurisdiction.

These terms form the full agreement between you and Docklands Cleaners in relation to the service booked, unless a separate written contract states otherwise. We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or is clearly stated to be immediate.