Terms and Conditions for Cleaners Docklands

These Terms and Conditions set out the basis on which Cleaners Docklands provides domestic and commercial cleaning services in the UK. By making a booking, confirming a service, or allowing a cleaner to commence work, the customer agrees to be bound by these terms. They are intended to create a clear and fair framework for the provision of our cleaning services, including standard visits, one-off appointments, deep cleans, end-of-tenancy cleans, and related specialist work where agreed in writing.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Cleaners Docklands, and references to “you” and “your” mean the customer or the person making the booking. These terms apply to all bookings unless a separate written agreement expressly states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

We may amend these terms from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of your booking will normally apply to that service. Continued use of our cleaner Docklands services after any update constitutes acceptance of the revised terms, so customers are encouraged to review them before each booking.

Booking Process

All bookings are subject to availability and acceptance by us. A booking is not confirmed until it has been acknowledged by us through a booking confirmation, written agreement, invoice, or other formal acceptance. We may refuse or decline any request at our discretion, including where the requested service is outside the scope of our operations, unavailable at the desired time, or unsuitable for health and safety reasons.

When placing a booking, you must provide accurate and complete information about the property, the type of service required, any access arrangements, and any known risks or special conditions. This includes details such as pets, fragile items, restricted parking, parking permits, alarms, or areas that require special attention. If the information supplied is incomplete or inaccurate, we may need to adjust the service, revise the price, or reschedule the appointment.

Our Docklands cleaners may offer estimates based on the details provided before the visit. Any estimate is based on the information supplied and may be revised if the actual condition, size, or nature of the property differs from what was described. Unless stated otherwise, quoted durations are approximate only. We are not responsible for delays caused by inaccurate booking details, restricted access, or circumstances beyond our control.

Access and Preparation

You must ensure that our team has safe access to the property at the agreed time. This may include arranging keys, codes, concierge access, or an appointed representative to provide entry. If access is not available within a reasonable time, we may treat the visit as cancelled by you and charge a cancellation fee. You are also responsible for ensuring the property is reasonably prepared for cleaning, including the removal of personal valuables, cash, and documents.

Payments and Charges

Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed, payment is due immediately after completion of the service or in advance for certain appointments. We accept payment by the methods made available at the time of booking. All prices are stated in pounds sterling and may be subject to applicable taxes where relevant.

Charges may vary depending on the size and condition of the premises, the level of service requested, the frequency of visits, and any additional tasks carried out at your request. If additional work is required on arrival and you approve it, you agree to pay the extra charge associated with that work. Any extra services performed by Cleaners Docklands will be invoiced separately if not included in the original booking.

Where recurring services are arranged, payment may be collected on a periodic basis in accordance with the agreed schedule. Late or failed payments may result in suspension of service, cancellation of future appointments, or recovery action. We reserve the right to charge reasonable costs incurred in recovering overdue sums, including administrative costs and lawful interest where permitted by applicable law.

Discounts, Estimates, and Minimum Charges

Any discount, promotional offer, or special rate is valid only for the period and conditions stated at the time of issue. Promotions may be withdrawn or amended at any time without notice unless already committed to in a confirmed booking. Where a minimum charge applies, this will be disclosed before the appointment is confirmed. Estimates given by our cleaners Docklands team do not constitute a fixed quotation unless expressly described as such in writing.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice in the manner agreed at the time of booking. Cancellations made within the permitted notice period will generally not incur a charge, except where we have already incurred unavoidable costs. If you cancel too late, fail to provide access, or refuse service on arrival, we may charge a late cancellation fee or the full service fee depending on the circumstances and any prior arrangement.

If we need to cancel or reschedule a booking due to illness, operational issues, adverse weather, safety concerns, or other circumstances beyond our control, we will make reasonable efforts to offer an alternative appointment. We are not liable for any indirect losses arising from a cancellation or rescheduling, provided we have acted reasonably and given notice where possible. Our commitment is to deliver a reliable cleaning service, but operational realities may occasionally require changes.

In the event of repeated cancellations, persistent access failures, or non-payment, we may suspend or terminate future services. We also reserve the right to cancel a booking immediately if the property is found to present an unsafe environment, if prohibited materials are present, or if the requested work falls outside the scope of lawful or reasonable cleaning activity.

Cooling-Off Rights

If the booking is made online, by telephone, or otherwise at a distance, you may have statutory cancellation rights under UK consumer law. Where those rights apply, you may be asked to give express consent for the service to begin before the cooling-off period ends and acknowledge that you may lose the right to cancel once the service has been fully performed. Any such consent will be handled in accordance with the relevant legal requirements.

Service Standards and Customer Responsibilities

We aim to provide services with reasonable care and skill, consistent with industry standards and the nature of the instructions given. However, the outcome of any visit will depend on the condition of the property, the time booked, and the limitations of the materials, equipment, and products used. Certain stains, ingrained dirt, limescale, odours, or damage may not be fully removable, and we do not guarantee restoration to a like-new condition unless explicitly agreed.

You are responsible for securing pets, storing valuables, and notifying us of any known hazards. This includes broken fixtures, loose fittings, exposed wiring, slippery floors, mould, biohazards, infestations, or other conditions that may affect safety or the scope of the work. If such conditions are discovered during the appointment, our team may pause or stop work until the issue is resolved or may restrict the service to safe areas only.

Any instructions given by you or your representative must be clear, lawful, and feasible. If you request work that we consider unsafe, unlawful, or inappropriate, we may refuse to carry it out. Our cleaners in Docklands are not obliged to move heavy furniture, handle bodily fluids, remove hazardous substances, or engage in tasks that require specialist certification unless separately agreed and properly equipped.

Subcontractors and Personnel

We may use employees, contractors, or subcontractors to deliver the service. Any person attending on our behalf will be suitably authorised to perform the booked work. For continuity and quality control, we may change personnel at our discretion. This will not usually affect your service rights, provided the work is performed in a competent and lawful manner.

Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, subject to the exclusions and limitations set out in these terms and any rights you have under law. 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.

We are not liable for pre-existing damage, wear and tear, hidden defects, structural issues, or damage caused by poor maintenance. This includes delicate surfaces, unsecured items, loose fittings, and items that are already unstable, cracked, or improperly installed. Where possible, we will note visible concerns before starting work, but our service does not include a full inspection of the property or contents.

We are also not responsible for losses arising from inaccurate information provided by you, failure to secure valuables, or following your instructions where those instructions later prove unsuitable. You are encouraged to remove or protect items that are fragile, valuable, sentimental, or irreplaceable. Any claim for loss or damage should be raised as soon as reasonably possible and in any event within a reasonable time after the service.

Claims Procedure

If you believe our service has caused damage, you must notify us promptly and provide reasonable details, including photographs where available and an explanation of the issue. We may inspect the reported damage, request supporting evidence, or seek further information. Where liability is accepted, we may choose to repair, replace, or compensate for the direct loss, but any remedy will be limited to the amount paid for the relevant service unless a different outcome is required by law.

Waste Regulations and Environmental Compliance

Both parties must comply with applicable UK waste handling and environmental rules. Our cleaning services generally include the removal of ordinary household or commercial cleaning waste generated during the service, such as packaging, dust, debris, and non-hazardous refuse, only where such removal has been agreed in advance and lawfully permitted. We do not act as a general waste carrier unless expressly stated.

You must not ask us to dispose of items that are hazardous, clinical, chemical, electrical, or otherwise subject to special disposal controls unless we have agreed in writing and the service is lawful. This includes paints, solvents, sharps, asbestos, contaminated materials, and any item that requires licensed handling. If prohibited waste is discovered, we may refuse to move, remove, or dispose of it and may suspend the service until it is safely dealt with.

Where waste removal forms part of a booked service, you remain responsible for declaring the nature of the waste and ensuring it is lawful for us to handle. We may use approved waste facilities or disposal routes where appropriate. Our Docklands cleaning services are designed to support lawful, responsible working practices, and we reserve the right to refuse any instruction that could lead to a breach of waste, environmental, or health and safety regulations.

Cleaning Products and Materials

We may supply our own cleaning materials and equipment unless otherwise agreed. Where specialist products are needed, we may specify certain conditions for their use, storage, or handling. You should inform us of allergies, sensitivities, or surface limitations before the booking starts. We will use products in a reasonable and proportionate way, but we cannot guarantee compatibility with every material or finish.

Data, Confidentiality, and Conduct

Any personal information provided in connection with a booking will be handled in line with applicable data protection laws and used only for service delivery, administration, compliance, and related lawful purposes. We will keep information confidential except where disclosure is required to perform the service, comply with law, or protect our legitimate interests. Customers should avoid leaving sensitive information openly accessible if privacy is a concern.

Our staff and contractors are expected to act professionally and with respect. Likewise, customers and occupants must not behave in a threatening, discriminatory, abusive, or unsafe manner toward our personnel. If our team reasonably believes that the environment is hostile, dangerous, or unsuitable for work, they may withdraw from the property and the booking may be charged in full or in part depending on the stage reached.

We may take reasonable photographs before, during, or after a service for quality assurance, record-keeping, training, or dispute resolution, provided this is done lawfully and with due regard to privacy. Such records are used internally unless disclosure is required to support a claim, respond to a complaint, or satisfy legal obligations.

Intellectual Property and Communications

Any written materials, procedures, service descriptions, or branded content associated with Cleaners Docklands remain our property or that of our licensors. You may not copy or use them for commercial purposes without permission. Communications relating to a booking may be made by electronic means, and electronic records may be relied upon as evidence of the agreement, subject to applicable law.

Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the law of England and Wales. If you are a consumer resident in another part of the UK, you may also benefit from mandatory protections under the law that applies to you. Nothing in these terms affects your statutory rights.

Any dispute that cannot be resolved amicably may be referred to the courts of England and Wales, although we will first try to address concerns in a practical and proportionate way. If a court or competent authority decides that any clause is unlawful or unenforceable, that clause will be severed to the minimum extent necessary, and the rest of the terms will remain effective.

These terms contain the entire agreement between you and us regarding the service, unless a separate written contract states otherwise. No person other than the parties to the agreement has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, except where mandatory law provides otherwise. By booking with Cleaners Docklands, you confirm that you have read, understood, and accepted these terms as the basis of the service.

This document is intended to provide a balanced legal framework for our cleaning services while protecting both customer interests and operational standards. For clarity, any special arrangements should be confirmed in writing before the appointment begins so that expectations remain clear and the service can be delivered efficiently, lawfully, and with reasonable care.