Cleaner Docklands Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Docklands provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. The purpose of this document is to explain the cleaning service terms clearly, fairly, and in plain language so that both parties understand their rights and responsibilities.

In these service terms for Cleaner Docklands, “we”, “us”, and “our” refer to the company providing the cleaning services, and “you” or “the customer” refers to the individual or business requesting those services. These terms apply to all standard cleaning appointments, one-off cleans, deep cleans, end of tenancy cleans, and any related services supplied under the Cleaner Docklands name. If a separate written agreement has been entered into, that agreement may take priority where it conflicts with these terms.

Please read these Cleaner Docklands terms and conditions carefully before making a booking. They are intended to support a smooth service process, manage expectations, and ensure compliance with applicable UK law. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force.

Booking process

Bookings may be made by request through the channels made available by the company at the time of booking. A booking is only confirmed once we have accepted the request and, where required, received any deposit or advance payment. Until confirmation has been issued, no fixed cleaning slot is guaranteed. The customer must provide accurate information when booking, including the property type, approximate size, required cleaning tasks, access arrangements, and any special instructions that may affect service delivery.

We reserve the right to decline a booking if the requested service is outside our scope, unsafe, impractical, or not suitable for our available equipment, staffing, or time allocation. If the customer’s description differs materially from the actual property condition or service required, we may revise the quote, adjust the duration, or cancel the booking. Any changes made after confirmation should be reported as soon as possible and may be subject to additional charges.

Access, preparation, and customer duties

The customer is responsible for ensuring that reasonable access is available at the agreed time. This includes providing keys, codes, parking information where relevant, and any instructions needed to enter the premises safely. If access is delayed or impossible, we may treat the visit as cancelled by the customer and charge in accordance with the cancellation section below. The customer should also secure valuables, confidential documents, and fragile personal items before the appointment begins.

For the best outcome, the customer should ensure that the area to be cleaned is reasonably accessible and free from hazards that would prevent normal cleaning work. While our staff will use reasonable care, they are not expected to move heavy furniture, handle dangerous substances, or carry out tasks that are unsafe or not agreed in advance. Our cleaning booking terms are designed to allow the service to proceed efficiently while protecting everyone involved.

Payments

Prices will usually be based on the service type, estimated duration, size and condition of the premises, and any additional tasks requested. All quotes are subject to review if the customer’s actual requirements differ from the information supplied at booking. Unless stated otherwise, prices are exclusive of any applicable taxes and charges required by law. Payment must be made in the manner and by the due date communicated at the time of booking or invoice.

We may require full or partial payment in advance for certain services, including high-value bookings, recurring appointments, or appointments scheduled at short notice. If payment is not received by the due date, we may suspend the service, reschedule the booking, or cancel it without liability. Any bank charges, chargeback fees, or payment processing costs incurred due to an unsuccessful or reversed payment may be recovered from the customer where permitted by law.

Late payments may attract reasonable administrative charges and interest where allowed under applicable law. The customer remains responsible for all undisputed amounts, even if a complaint or query is raised in relation to a separate part of the service. Payment of an invoice does not reduce the customer’s duty to notify us promptly of any issue that needs to be reviewed. Our Cleaner Docklands payment terms apply whether the service is a one-off job or part of an ongoing arrangement.

Cancellations, rescheduling, and delays

The customer may cancel or reschedule a booking by giving notice within the timeframe communicated at the point of booking. If adequate notice is provided, no cancellation charge may apply, although any non-refundable deposit may be retained where this was clearly stated in advance. If the customer cancels late, fails to provide access, or prevents the service from starting, we may charge a cancellation fee based on the time reserved and any costs already incurred.

If we need to cancel or reschedule due to illness, staff shortage, severe weather, equipment failure, safety issues, or any other matter beyond our reasonable control, we will aim to offer an alternative time. We are not liable for indirect losses caused by such changes, provided we act reasonably. Where a delay occurs on the day of service, we will make reasonable efforts to complete the work within a revised time window.

Service standards, complaints, and limitations

We will provide the cleaning services with reasonable care and skill, using appropriate products and methods suitable for the task agreed. Unless otherwise stated, results are assessed against the agreed scope of work rather than a guarantee of perfection or restoration. Normal wear, ingrained staining, pre-existing damage, and defects caused by age or poor maintenance may limit the result achievable within the time booked. Any special requirements must be agreed before the service begins.

If the customer believes a service has not been delivered properly, the issue should be raised promptly and with reasonable detail. We may request photographs, access to the property, or other information to assess the matter. If a fault is confirmed, our responsibility may be limited to re-performing the relevant part of the service, offering a partial refund, or taking another reasonable remedy at our discretion, depending on the circumstances and legal requirements.

Nothing in these cleaning service terms and conditions excludes or limits any rights the customer may have under the Consumer Rights Act 2015 or other applicable UK consumer law. However, we are not responsible for losses that are not reasonably foreseeable, or for matters caused by the customer, third parties, or the condition of the property before the service begins. Customers are encouraged to notify us quickly of any concern so that it may be reviewed fairly.

Liability

Our liability is limited to losses that are directly caused by our breach of contract, negligence, or failure to use reasonable care and skill, subject to the limits permitted by law. We do not accept liability for indirect, special, or consequential losses, including loss of profit, loss of opportunity, or business interruption. Nothing in these terms is intended to exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

The customer is responsible for informing us of any delicate surfaces, fragile items, hidden defects, alarms, or hazards that may require special handling. Where items are especially valuable, irreplaceable, or unusually fragile, the customer should remove them from the working area or make separate arrangements for their protection. We are not liable for pre-existing damage, deterioration, unsecured fixtures, or items that were already unstable, improperly fitted, or unsuitable for cleaning.

If we are asked to use customer-supplied products or equipment, we will not be liable for any damage caused by faults in those items, unless the damage arises from our negligence in using them. Any claim must be made as soon as reasonably possible and, in any event, within a reasonable period after the issue is discovered. Our Cleaner Docklands legal terms are intended to be fair and to reflect the practical limits of a cleaning service.

Waste regulations and disposal rules

Waste handling is carried out in line with applicable UK environmental and waste regulations. Unless otherwise agreed in writing, our service does not include the removal of bulky waste, hazardous waste, clinical waste, electrical waste, asbestos-related materials, or any waste that requires specialist licensing or disposal procedures. The customer must disclose the presence of such materials before the appointment so that suitable arrangements can be made.

Any waste generated through the normal course of cleaning will be handled responsibly and placed into the appropriate bins or waste points available at the property, where permitted. The customer remains responsible for providing lawful disposal arrangements for any large volumes of waste, contaminated items, or materials that cannot be removed as part of a standard cleaning service. We may refuse to handle items that appear unsafe, illegal, or non-compliant with environmental requirements.

If the customer asks us to dispose of items on their behalf, that request will only be accepted where lawful, practical, and specifically agreed. The customer confirms that any items placed for disposal are owned by them or otherwise lawfully authorised for disposal. We are not responsible for penalties, fines, or losses arising from inaccurate information about waste type, storage, or disposal obligations provided by the customer.

Property conditions, safeguarding, and third-party issues

The customer should ensure that the property is in a safe and suitable condition for cleaning to take place. We may pause or stop work if we reasonably believe there is a risk to health and safety, including exposure to dangerous substances, infestation, structural instability, aggressive behaviour, or defective utilities. If work is stopped for safety reasons, the customer may still be charged for time spent and reasonable costs incurred up to that point.

We are not responsible for the acts or omissions of third parties, including landlords, tenants, contractors, residents, visitors, or neighbours. If access, utilities, or equipment are controlled by another person, the customer must ensure that person is aware of the booking and able to cooperate. Where keys or access devices are left with us or a third party, they are handled with reasonable care, but the customer remains responsible for maintaining security arrangements.

Any complaint relating to missing items, accidental damage, or service issues should be reported promptly so that an investigation can take place while the relevant circumstances are fresh. Delayed reporting may make it difficult to assess responsibility fairly. These Cleaner Docklands service terms are designed to protect both the customer and the company by setting clear expectations before work begins.

Changes to the terms

We may update these terms from time to time to reflect changes in law, operational needs, or service arrangements. The version in force at the time of booking will usually apply to that booking unless a later version has been expressly agreed by both parties. Continued use of our services after a revision has been published will constitute acceptance of the updated terms for future bookings.

If any clause is interpreted by a court or competent authority as invalid, illegal, or unenforceable, that clause will be treated as modified to the minimum extent necessary to make it valid, and the remainder of the terms will continue to apply. No waiver by us of any breach or default will be treated as a waiver of any later breach or default.

These terms form the entire agreement between the parties in relation to the subject matter described here and replace any prior discussions, notes, or informal arrangements to the extent permitted by law. Any variation must be agreed in writing or in another durable form that clearly records the change.

Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If the customer resides in Scotland or Northern Ireland, mandatory consumer protections that apply in those jurisdictions will not be affected where they cannot lawfully be excluded. However, the governing law for the contract remains as stated in this section unless another arrangement is required by law.

Any dispute that cannot be resolved informally should be dealt with by the courts of England and Wales, unless the customer has the right to bring proceedings in another UK jurisdiction under applicable law. We encourage customers to raise concerns promptly so that we can seek a practical solution before any formal process becomes necessary.

Final statement

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Cleaner Docklands terms. These service terms are intended to provide a clear framework for booking, payment, cancellation, liability, waste management, and legal compliance, while supporting a reliable and professional cleaning service for all customers.