Docklands Cleaners Terms and Conditions

Docklands Cleaners provides domestic and commercial cleaning services under the following service terms and conditions. These terms are designed to set out how bookings are made, how payments are handled, what happens if a visit is cancelled or amended, and the standards that apply to each cleaning appointment. By placing a booking with us, you agree to these terms and acknowledge that they form the basis of the service relationship between you and Docklands Cleaners.

The purpose of these terms is to create a clear and fair framework for our cleaning services. They apply to all standard cleans, deep cleans, end of tenancy cleans, specialist cleaning tasks, and any additional work agreed in writing. References to the Company, we, us, or our mean Docklands Cleaners. References to you or the Customer mean the person or organisation making the booking.

These terms should be read together with any written quotation, booking confirmation, service specification, or agreed add-on request. If there is any inconsistency between a quotation and these terms, the written booking confirmation will take priority for the matters specifically covered there, unless otherwise required by law.

1. Booking Process

Bookings may be requested by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and sent a booking confirmation, quotation acceptance, or other written acknowledgement. We may decline a booking if we are unable to provide the service requested, if the property is unsuitable, or if the requested date or time is no longer available.

When making a booking, you must provide accurate details about the property, access arrangements, parking restrictions, cleaning requirements, pets, hazards, and any items that need special care. If important information is missing or incorrect, the service may be delayed, adjusted, or charged differently if additional time or materials are required.

For regular or recurring cleaning services, the schedule agreed at the outset will normally remain in place unless changed by mutual agreement. We may need to substitute a cleaner, adjust start times, or amend the service approach where operational needs require it. Any material change to the booking will be communicated as soon as reasonably practicable.

You must ensure that someone with authority to permit access is present or that access arrangements are clearly agreed in advance. If our cleaner cannot enter the property, or if access is substantially delayed through no fault of our own, the visit may be treated as a late cancellation and charged accordingly. We are not responsible for missed service time caused by inaccessible premises.

Before the cleaning begins, you should remove or secure cash, jewellery, confidential paperwork, fragile items, and any belongings you do not want handled. We may refuse to clean certain items or areas if they are unsafe, unsuitable, or likely to be damaged by ordinary cleaning methods. Our team will use reasonable care, but your instructions must be practical and lawful.

2. Prices and Payments

Prices are normally provided as estimates or quotations based on the information supplied at the time of booking. If the actual condition of the premises, the level of dirt, the size of the property, or the scope of work differs materially from what was described, we may revise the price before proceeding or during the service where the change is reasonable and proportionate. Any additional charges will be explained where practicable.

Unless agreed otherwise, payment is due on completion of the service or in advance for certain appointments, such as one-off specialist cleans or services requiring materials to be purchased beforehand. We accept payment by the methods we specify from time to time. Failure to pay on time may result in suspension of future bookings and, where permitted, recovery action for outstanding sums.

All prices stated are inclusive or exclusive of VAT depending on the position indicated at the time of quotation. If VAT applies, it will be charged at the prevailing rate. Where a deposit is requested, that deposit will usually be non-refundable except where we cancel the appointment or where a refund is required by law.

Any discount, offer, or promotional price is subject to the conditions attached to it and may be withdrawn or changed for future bookings at our discretion. Discounts do not usually apply to additional labour, extra materials, parking charges, or specialist waste disposal unless expressly stated in writing.

3. Cancellations and Rescheduling

We understand that plans can change, and we ask that you give us as much notice as possible if you need to cancel or amend a booking. Unless otherwise agreed in writing, cancellations made with less than 24 hours’ notice may be charged in full or in part to cover reserved time, staffing, and administrative costs. Earlier cancellations may not be charged, subject to the terms of the specific booking.

If you wish to reschedule, we will try to offer an alternative date, but we cannot guarantee availability. A rescheduled appointment may still be treated as cancelled if the original slot cannot reasonably be reassigned. Repeated short-notice cancellations or changes may lead us to require advance payment for future services.

We may cancel or postpone a service where necessary due to staff illness, unsafe working conditions, severe weather, access problems, equipment failure, or circumstances beyond our reasonable control. If we cancel and cannot offer a suitable alternative, any advance payment for the affected service will normally be refunded for the unused portion. We will not be responsible for consequential losses arising from a cancellation to the extent permitted by law.

4. Service Standards and Customer Responsibilities

Docklands Cleaners will perform the service with reasonable skill and care, using suitable products and methods for the work agreed. The cleaning outcome will depend on the condition of the property, the materials present, and the time booked. Some marks, staining, build-up, or damage may not be removable by standard methods, and we do not guarantee restoration of surfaces to a like-new condition unless explicitly agreed in writing.

You are responsible for ensuring that the property is maintained in a condition that allows the service to proceed safely. This includes ensuring that water, electricity, and other basic utilities are available where required. If the cleaner is unable to carry out part of the work because a utility is unavailable, there may be no refund if the appointment was otherwise attended and time was reserved.

You must inform us in advance of any known risks, including mould, bodily fluids, needles, broken glass, pests, strong chemical residues, or other hazardous conditions. We may refuse to proceed if the premises present a health and safety risk. If we have already attended, a call-out or wasted visit charge may apply where the issue was not disclosed beforehand.

Any complaint about the service should be raised as soon as reasonably possible and, where practical, within 24 hours of completion. This enables us to inspect the issue and consider whether a return visit, partial re-clean, or another remedy is appropriate. Complaints made significantly later may be harder to assess and may limit the remedies we can offer.

5. Liability and Insurance

We will take reasonable care when carrying out all cleaning services, but liability is limited to losses directly caused by our negligence or breach of contract. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

We are not liable for pre-existing damage, hidden defects, wear and tear, or deterioration that occurs because an item or surface is old, fragile, poorly maintained, or unsuitable for cleaning with ordinary products. Items that are loose, unstable, or already damaged may be at greater risk during cleaning, and you should notify us of any concerns beforehand.

Where we are responsible for loss or damage, our liability will normally be limited to the lesser of the amount reasonably required to repair the damage or the total fees paid for the relevant service. We do not accept liability for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is unlawful.

You should check that your own insurance covers valuable items, fixtures, or circumstances where additional protection may be sensible. We may maintain public liability insurance and other customary cover appropriate to our business, but this does not create any wider responsibility than is set out in these terms.

6. Waste Regulations and Disposal

All waste arising from cleaning activities must be handled in accordance with applicable UK waste regulations. We will dispose of ordinary cleaning waste in a lawful and responsible manner where disposal is part of the agreed service. However, specialist waste, clinical waste, sharps, or hazardous materials may require separate handling, additional charges, or refusal of service depending on the nature of the item.

You must tell us in advance if the property contains waste that may be regulated, contaminated, or hazardous. We do not collect or dispose of items that are prohibited by law or that require a licensed waste carrier unless specifically agreed and properly arranged. If illegal or unsafe waste is discovered during the appointment, we may stop work immediately and charge for time already spent.

You are responsible for ensuring that items left for disposal are genuinely eligible for removal and do not include personal documents, bank cards, medicines, or controlled materials unless the service has expressly been arranged to handle them lawfully. We may refuse to remove any item where there is uncertainty about ownership, safety, or legal compliance.

Where waste transfer notes, authorisations, or related paperwork are required by law, we may request the information needed to comply. You agree to co-operate with any lawful requirement connected with waste handling and acknowledge that our services do not include illegal disposal under any circumstances.

7. Termination, Suspension, and Changes to Terms

We may suspend or end ongoing services if you fail to pay on time, repeatedly cancel at short notice, provide misleading booking information, or create unsafe working conditions. We may also suspend service where required by law, regulation, or health and safety concerns. Any outstanding sums up to the date of suspension or termination remain payable.

We may update these terms from time to time to reflect legal, operational, or business changes. The version in force at the time of your booking will normally apply to that booking, unless a change in law requires an immediate update. Continued use of our services after an updated version has been issued may be taken as acceptance of the revised terms for future bookings.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right will operate as a waiver of that right unless we agree in writing.

8. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory consumer law or another applicable legal rule requires otherwise. If you are a consumer, your statutory rights are not affected by any part of these terms.

By making a booking with Docklands Cleaners, you confirm that you have read, understood, and agreed to be bound by these service terms and conditions. These terms are intended to be fair, practical, and consistent with applicable UK requirements while allowing us to provide a reliable, professional cleaning service.