Terms And Conditions

Docklands Cleaners Standard Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Cleaners provides cleaning and related services to residential and commercial customers in the United Kingdom. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions, which form a legally binding agreement between you and Docklands Cleaners.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Client means the person, firm or company who requests or purchases services from Docklands Cleaners.

Company means Docklands Cleaners, the provider of the services.

Services means any cleaning or related services supplied by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, office cleaning, deep cleaning, after-builders cleaning and related ancillary services.

Operative means any employee, subcontractor or representative engaged by the Company to carry out the Services.

Premises means the property or location where the Services are to be carried out.

2. Scope of Services

The Company will provide the Services as agreed at the time of booking and confirmed in writing where applicable. The description of the Services, including frequency, duration, and any specific tasks, will be based on the Client's instructions and the Company's assessment of the Premises.

The Company reserves the right to amend the scope of Services where health and safety concerns, access restrictions or other reasonable circumstances prevent the Operatives from carrying out the work as originally described. Any such adjustments will be communicated to the Client as soon as reasonably possible.

3. Booking Process

Bookings may be requested by the Client through the Company's accepted booking channels. A booking is not confirmed until the Company has accepted the request and provided confirmation to the Client. The Company reserves the right to decline any booking request without providing a reason.

The Client is responsible for providing accurate information at the time of booking, including the size and condition of the Premises, the type of Services required, any access requirements, and any particular priorities or areas of concern. The Company relies on this information to estimate the time and resources required.

Where the Client requests regular cleaning, the Company will endeavour to provide the same Operative or team, but this cannot be guaranteed. The Company may substitute Operatives where necessary due to availability, illness, holidays or other operational reasons.

Any variations to the booking, including a change of date, time, frequency, or scope of work, must be agreed with the Company in advance and may result in a change to the price.

4. Access to the Premises

The Client must ensure that Operatives have safe and reasonable access to the Premises at the agreed time. This includes providing necessary keys, access codes, parking information or entry instructions in advance of the appointment.

If Operatives are unable to gain access to the Premises at the agreed time, or if work cannot be carried out due to access issues for which the Client is responsible, the visit may be treated as a late cancellation and may be subject to the applicable cancellation charge.

The Client agrees to ensure that the Premises are reasonably clear and free from hazards to allow the Operatives to carry out the Services safely. The Company reserves the right to refuse to carry out Services where conditions at the Premises present a risk to health and safety.

5. Client Responsibilities

The Client is responsible for providing, where applicable, access to running water and electricity at the Premises for the duration of the Services. The Client must also inform the Company of any delicate surfaces, items of particular value, areas of restricted access, or special instructions relevant to the Premises.

The Client agrees not to instruct Operatives to undertake any work that falls outside the agreed Services or that may be unsafe or illegal. Operatives are not required to move heavy furniture, lift items over a reasonable weight, or carry out any tasks that may cause damage to the Premises or pose a risk of injury.

The Client must keep pets secured where necessary and disclose any known allergies or sensitivities that may be affected by standard cleaning products.

6. Pricing and Payments

Prices for the Services are quoted to the Client prior to the booking being confirmed. The Company may provide estimates based on the information supplied by the Client. Where additional time or work is required due to the actual condition of the Premises or inaccuracies in the information provided by the Client, the Company reserves the right to adjust the price accordingly.

Unless otherwise agreed, payment for Services is due on completion of each visit for one-off bookings, or in accordance with the agreed billing schedule for regular services. The Company may require full or partial payment in advance, particularly for one-off, deep, or end of tenancy cleans.

Payments must be made through the accepted payment methods communicated by the Company. The Client is responsible for ensuring that payment details are accurate and that sufficient funds are available.

Where payment is not received by the due date, the Company reserves the right to suspend Services and may charge interest on overdue amounts at the statutory rate permitted under United Kingdom law. The Client shall be responsible for all reasonable costs incurred by the Company in recovering any overdue amounts.

7. Cancellations, Rescheduling and No-Show Policy

The Client may cancel or reschedule a booking by providing the notice required by the Company. The specific notice period and any applicable charges will be communicated to the Client at the time of booking and may vary depending on the type of Service.

Where the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee up to the full value of the scheduled Services. This is to cover the costs of reserved time and allocated Operatives.

If Operatives arrive at the Premises and are unable to gain access, or if the Services cannot be carried out due to circumstances within the Client's control, this may be treated as a cancellation without notice, and the applicable fee will apply.

In the event that the Company needs to cancel or reschedule a booking, it will provide as much notice as reasonably practicable and will offer an alternative appointment. The Company shall not be liable for any loss or inconvenience arising from such changes, provided a reasonable alternative is offered.

8. Quality of Service and Complaints

The Company aims to provide Services with reasonable care and skill in accordance with industry standards. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, and in any event within a reasonable period after the visit.

Where a complaint is raised within a reasonable time, the Company may, at its discretion, arrange a revisit to rectify any issues that fall below the agreed standard, provided that the Premises are in the same condition as at the time of the original Service. The Company will not be obliged to offer a refund where a rectification visit is offered and accepted.

The Company shall not be responsible for issues arising from wear and tear, pre-existing damage, poor condition of surfaces or items, or the use of unsuitable materials by third parties.

9. Equipment, Materials and Products

Unless otherwise agreed, the Company will supply its own cleaning equipment and products suitable for general cleaning tasks. Where the Client requests the use of their own products or equipment, they do so at their own risk, and the Company shall not be liable for any damage or unsatisfactory results caused by such products or equipment.

The Company will take reasonable care to choose appropriate products for the surfaces involved. However, the Client must notify the Company in advance of any surfaces that require special treatment or of any product restrictions within the Premises.

10. Health, Safety and Waste Regulations

The Company operates in accordance with applicable health and safety legislation and requires Clients to cooperate in providing a safe working environment. Operatives may refuse to work in conditions that they reasonably consider unsafe or unsanitary to a degree that poses a risk to health.

The Company complies with relevant UK waste regulations and will only remove waste from the Premises where this forms part of the agreed Services and where the waste can be disposed of lawfully as general, recyclable or commercial waste.

Hazardous, clinical, chemical, sharp, electrical or bulky waste items are outside the scope of standard Services. The Client is responsible for arranging appropriate specialist disposal where required and must not request Operatives to remove such waste.

Where waste handling forms part of the Services, the Client must segregate waste where applicable and provide clear instructions. The Company reserves the right to decline the removal or handling of any materials it reasonably considers to be unsafe, illegal or beyond the scope of normal cleaning operations.

11. Liability and Insurance

The Company shall use reasonable care and skill in delivering the Services. The Company maintains appropriate insurance cover for its operations, including public liability insurance, in accordance with standard industry practice.

In the unlikely event of damage to the Client's property arising directly from the negligence of the Company or its Operatives, the Client must notify the Company as soon as reasonably practicable, and in any event within a reasonable time after becoming aware of the damage. The Company reserves the right to inspect the damage before any repairs or replacements are arranged.

The Company's total liability for any claim arising out of or in connection with the Services shall, to the extent permitted by law, be limited to the lesser of the cost of repair or replacement of the damaged item or the total fees paid by the Client to the Company for the specific Service during which the damage occurred.

The Company shall not be liable for loss or damage arising from wear and tear, defects in materials or construction, pre-existing damage, discolouration, age-related deterioration, or the use of unsuitable or incompatible products or surfaces. The Company is not responsible for the accidental movement or loss of small, fragile or high-value items that have not been secured or disclosed by the Client.

Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.

12. Personal Data and Confidentiality

The Company will process any personal data supplied by the Client in accordance with applicable data protection legislation in the United Kingdom. Personal data will be used for the purposes of managing bookings, providing Services, processing payments and handling customer communications.

The Company will take reasonable steps to keep the Client's information secure and will not share personal data with third parties except where necessary for the performance of the Services, for legal or regulatory purposes, or where the Client has given consent.

Operatives are required to treat all information encountered at the Premises as confidential and not to disclose such information to third parties, except where legally required.

13. Non-Solicitation of Operatives

The Client agrees not to directly employ, engage or solicit any Operative introduced by the Company for the purpose of obtaining cleaning or related services independently of the Company, during the period of the agreement and for a defined period thereafter, as specified in the Company's policies.

Where the Client breaches this non-solicitation clause, the Company reserves the right to charge a reasonable introduction fee, reflecting the recruitment and training costs incurred in relation to the Operative.

14. Force Majeure

The Company shall not be liable for any delay in performing, or failure to perform, any of its obligations under these Terms and Conditions if such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, transport disruptions, pandemics, acts of government or failure of utilities.

In such circumstances, the Company will use reasonable endeavours to resume Services as soon as it is practicable to do so.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice or the way the Company operates. Any revised Terms and Conditions will apply to future bookings and Services after the date on which they are made available.

Where a change materially affects existing Clients, the Company will take reasonable steps to inform those Clients in advance. Continued use of the Services after such notification will constitute acceptance of the updated Terms and Conditions.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter or formation.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.

18. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any additional terms agreed in writing between the Client and the Company, constitute the entire agreement between the parties and supersede all prior discussions, correspondence, negotiations or understandings relating to the subject matter of the Services.

No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company.