Docklands Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, requesting a quotation, or allowing access to the property, the customer agrees to these terms. These provisions are designed to create a clear and fair service agreement, with the aim of avoiding misunderstanding about what is included, how appointments are arranged, and what happens if plans change.

In these Terms, “we”, “us”, and “our” refer to Docklands Cleaner, and “you” or “the customer” refers to the person or business requesting the service. The words cleaning services or service may include routine cleaning, deep cleaning, end of tenancy cleaning, after-builders cleaning, and similar cleaning tasks agreed in advance. Any special requirements should be stated before the appointment is confirmed.

These terms apply to all bookings unless a separate written agreement has been made and signed by both parties. If there is any conflict between a quotation, booking confirmation, and these Terms, the written agreement will prevail only where it expressly states that it overrides a specific term. Nothing in these Terms affects your statutory rights as a consumer under UK law.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request does not guarantee an appointment until we have confirmed the date, time, service type, and any special conditions. We may request information about the size of the property, the condition of the premises, access arrangements, parking limitations, pets, or any items that require particular care. This information helps us provide an accurate quote and allocate the right team and equipment.

The booking process normally begins when you submit a service request or accept a quotation. We may issue a provisional estimate first, followed by a final price once the scope of work is clear. The customer must ensure that all information provided is complete and accurate. If the actual condition of the property differs materially from the description supplied, we may revise the quotation, adjust the schedule, or limit the work to what can reasonably be completed in the agreed time.

We may also require confirmation of access details before the appointment date. This includes keys, entry codes, concierge procedures, or any instructions needed to enter the premises safely and on time. If access is not available when our team arrives, the appointment may be treated as a late cancellation or missed visit, and a call-out charge or cancellation fee may apply where reasonable. The customer remains responsible for making sure the premises are accessible at the agreed time.

Service Scope and Changes

Each service is limited to the tasks agreed in the booking confirmation. Additional cleaning tasks, specialist treatment, or the removal of heavily soiled items are not included unless expressly stated. We reserve the right to refuse a task if it poses a health and safety risk, requires specialist certification, or is outside our normal service scope. If you request a change to the service after booking, we will confirm whether the amendment can be accepted and whether the price or duration will change.

Where a booking is made for a specific outcome, such as an end of tenancy clean or post-renovation clean, the result may depend on the condition of the property, the time available, and the presence of damage or excessive dirt. While we aim to deliver a high standard of service, we do not guarantee restoration of surfaces to a like-new condition if wear, staining, or pre-existing damage cannot be removed by reasonable cleaning methods.

2. Payments

Unless otherwise agreed in writing, payment is due in accordance with the quotation or invoice issued at the time of booking or upon completion of the service. We may require a deposit, advance payment, or partial payment for certain appointments, including larger jobs, repeated visits, or services requiring special materials. Any deposit requirement will be clearly communicated before the booking is confirmed.

Prices are normally quoted in pounds sterling and may be stated inclusive or exclusive of VAT, depending on the circumstances of the business and the information provided in the quotation. If VAT applies, it will be shown where required by law. We reserve the right to correct obvious pricing errors and to amend a quotation if new information materially changes the work required. Additional charges may apply for extra labour, specialist products, parking, congestion-related waiting, or other costs that were not included in the original scope and were reasonably necessary to complete the work.

Payment methods accepted will be specified in the booking confirmation or invoice. If payment is made by bank transfer, it must clear in full within the stated timeframe. If payment is by card, cash, or another approved method, the customer must ensure that the payment is authorised and completed. Failure to pay on time may result in suspension of further services, recovery action, or reasonable fees for late payment where permitted by law.

For business customers, invoices must be settled by the due date stated on the invoice. We may charge interest on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 or any successor legislation, where applicable. Any dispute about an invoice must be raised promptly and in good faith, but the customer must still pay any undisputed amount by the due date.

Refunds and Credits

Refunds are not automatically available simply because the customer changes their mind after the work has been completed. If a service has been paid for but not yet performed, any entitlement to a refund will depend on the cancellation provisions below and the stage at which notice is given. Where we agree that a credit or partial refund is appropriate, it may be issued using the original payment method or another reasonable method of refund.

3. Cancellations, Rescheduling, and Access

Customers may cancel or reschedule a booking by giving notice in advance. The amount of notice required will depend on the type of service and the scale of the appointment, but we expect reasonable notice wherever possible. Cancellations made too close to the appointment time may result in a charge to cover reserved labour, travel, or preparation costs. In assessing any fee, we will act reasonably and proportionately.

If we need to cancel or reschedule due to illness, equipment failure, severe weather, unsafe conditions, or any other event beyond our control, we will use reasonable efforts to offer an alternative appointment. If a suitable alternative cannot be arranged, any advance payment for the unperformed portion of the service will normally be refunded. We will not be responsible for indirect losses arising from a cancellation or delay caused by circumstances outside our reasonable control.

Where the customer is not present, the premises must still be accessible at the agreed time. If our team cannot enter because keys, codes, escorts, or access permissions have not been provided, the visit may be counted as completed for cancellation purposes if we have arrived as scheduled and were ready to work. Any waiting time caused by lack of access may be charged where reasonable. Repeated missed visits, unsafe access arrangements, or false bookings may result in refusal of future services.

Customer Responsibilities Before the Visit

The customer is responsible for ensuring that the premises are in a suitable condition for cleaning. This includes removing fragile items, securing valuables, alerting us to hazards, and ensuring that electricity, water, and other essential utilities are available unless the job has been agreed on another basis. If we need to move lightweight items to clean, we will do so with reasonable care, but we are not responsible for hidden damage to unstable furniture, unsecured fittings, or improperly installed fixtures.

The customer must inform us of any significant risks before the service begins, including mould, bodily fluids, sharps, pest infestations, hazardous chemicals, structural defects, or similar concerns. If such risks are discovered during the appointment, we may suspend work until the issue is addressed or withdraw from the property if continuing would be unsafe. Any additional cost incurred because of undisclosed hazards may be charged to the customer where lawful.

4. Liability and Insurance

We will provide our services with reasonable care and skill. If we fail to do so, we may, at our discretion, re-perform the affected part of the service, reduce the charge, or offer another appropriate remedy. Our liability is limited to losses that are direct, foreseeable, and caused by our proven negligence or breach of contract. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

We are not liable for pre-existing damage, wear and tear, latent defects, or deterioration caused by age, poor maintenance, or unsuitable materials. We also are not liable for damage arising from items left in an unstable, fragile, or defective condition, provided we took reasonable care in carrying out the service. Where delicate surfaces, antiques, electronics, or specialist materials are involved, the customer must notify us in advance and may need to accept that certain items will only be cleaned on a limited basis.

To the fullest extent permitted by law, we are not responsible for indirect or consequential losses such as loss of profit, loss of business, loss of opportunity, or inconvenience caused by service interruption, except where such loss is a foreseeable direct result of our breach and cannot lawfully be excluded. If a claim arises, the customer must notify us within a reasonable time and provide evidence of the alleged issue, including photographs where appropriate.

Property and Belongings

We take reasonable care when cleaning around the customer’s belongings. However, the customer remains responsible for securing cash, jewellery, documents, and other valuable items. Unless expressly agreed, we do not take custody of valuables or move items of exceptional value. If the customer asks us to handle particularly fragile objects, this is done at the customer’s risk unless we have expressly agreed otherwise in writing.

Any complaint about missing items, breakage, or damage should be raised as soon as possible after discovery. Delayed reporting may make it difficult to investigate the matter fairly. Where our inspection or records show that an item was already damaged, improperly secured, or unsuitable for cleaning, we may reject responsibility for the reported issue.

5. Waste Regulations and Disposal

Our services are cleaning services and not a general waste collection or removal business unless this is clearly agreed in advance. We will dispose of ordinary cleaning waste created by the service, such as used cloths, disposable materials, or small amounts of debris, in a lawful and responsible manner. However, we are not obliged to remove large volumes of rubbish, furniture, building waste, electrical items, hazardous materials, or controlled waste unless this has been specifically arranged and is permitted by law.

The customer is responsible for identifying any waste on the premises and for ensuring that the site is suitable for the handling of such waste. Where waste may be classed as hazardous, clinical, sharps-related, contaminated, or otherwise regulated, the customer must notify us before the appointment. We may refuse to handle waste that cannot be lawfully transported, stored, or disposed of under applicable waste regulations. If we agree to remove waste, the customer must provide accurate information about its nature and quantity.

Any waste created during the service will be managed in accordance with applicable UK environmental and waste management requirements. We may separate waste streams where needed and may use licensed waste carriers or authorised disposal routes where appropriate. The customer must not place prohibited materials in bags or containers supplied for general cleaning waste. If the customer asks us to dispose of waste that falls outside the agreed service, additional charges may apply, and we may decline the request if compliance would be impractical or unlawful.

Prohibited Materials

We do not accept responsibility for transporting or disposing of asbestos, chemicals, gas cylinders, oils, paint thinners, medical waste, needles, batteries, or other potentially hazardous items unless we have expressly agreed to do so and are legally able to handle them. Any attempt to conceal prohibited materials may result in immediate termination of the service and the customer may be liable for resulting costs, including compliance-related expenses.

6. Complaints, Amendments, and Termination

If you believe the service has not been carried out in line with these Terms, you should notify us within a reasonable time and before altering or discarding the condition relevant to the complaint, where possible. We may inspect the issue, request photographs, or seek other information before deciding on a remedy. A complaint does not entitle the customer to withhold payment for the entire service where part of the work has been properly completed.

We may amend these Terms from time to time. The version in force at the time of booking will apply to that booking, unless a change in law requires immediate application. If any term is found to be invalid or unenforceable, the remaining terms will continue in full force. A failure by us to enforce any right on one occasion does not waive that right in future.

We may terminate or suspend a service agreement immediately if the customer behaves abusively, creates unsafe conditions, provides misleading information, fails to pay, or prevents the service from being completed. In such cases, we may charge for work already carried out and any reasonable costs incurred up to the point of termination.

Force Majeure

We will not be in breach of contract if performance is delayed or prevented by events beyond our reasonable control, including severe weather, transport disruption, public emergencies, power failure, industrial action, or acts of third parties. Where a force majeure event affects the booking, we will make reasonable efforts to rearrange the service at a mutually suitable time.

These Terms are intended to operate fairly and transparently, while recognising that every property and cleaning requirement is different. The parties agree to act in good faith and to communicate promptly where issues arise so that the service can be delivered efficiently and lawfully.

7. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. If the service is provided in Scotland or Northern Ireland, mandatory local consumer or commercial rules may still apply where relevant, but the governing law will remain as stated unless otherwise agreed in writing. By using our services, the customer agrees that any dispute will be handled in the courts of England and Wales, unless another forum is required by law.

If any part of these Terms is interpreted by a court or competent authority, the remainder will continue to apply. Headings are included for convenience only and do not affect interpretation. These Terms represent the full understanding between the customer and Docklands Cleaner regarding the service, unless varied by an express written agreement signed or accepted by both parties.

By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these service Terms and Conditions for Docklands Cleaner.