Docklands Cleaner Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Docklands Cleaner to its customers. By booking or receiving any service from Docklands Cleaner you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Client means the individual, company or organisation that books or receives services from Docklands Cleaner.

Company means Docklands Cleaner, the provider of the cleaning services.

Services means any cleaning or related services supplied by the Company to the Client, including but not limited to regular domestic cleaning, commercial cleaning, end of tenancy and deep cleaning.

Premises means the property or properties at which the Services are to be carried out.

Booking means a confirmed request by the Client for the Company to provide Services at a specified time and place.

2. Scope of Services

The Company provides domestic and commercial cleaning services within its designated service area. The exact tasks to be carried out during each visit will be agreed at the time of booking, taking into account the type of service, the size and condition of the Premises, and the time allocated.

Unless specifically agreed in writing, the Services do not include: lifting or moving heavy furniture or appliances, cleaning areas that are not safely accessible, working at height beyond the safe use of household steps, or dealing with hazardous or biohazard materials.

The Company will use reasonable endeavours to provide the Services with reasonable skill and care and in accordance with these Terms and Conditions.

3. Booking Process

Bookings may be made by the Client through the Company’s accepted booking channels. By making a Booking, the Client confirms that they are over 18 years of age and authorised to enter into a contract for Services at the Premises.

When a Booking request is made, the Company will confirm availability and provide an estimated price based on the information supplied by the Client. A Booking is only confirmed when the Company issues a confirmation, which may be provided verbally or in writing, and where applicable receives any required deposit or card details.

The Client is responsible for ensuring that all information provided, including address, property type, parking arrangements, access instructions and service requirements, is accurate and complete. If on arrival the Premises or tasks differ significantly from the description given, the Company reserves the right to adjust the price, the duration of the visit, or decline to provide the Services.

The Company may refuse or cancel any Booking if it reasonably believes that the Premises are unsafe, access is unduly restricted, or the Client is in breach of these Terms and Conditions.

4. Service Times and Access

The Company will use reasonable efforts to attend the Premises at the agreed time. However, arrival times are estimates only and may vary due to traffic, weather or operational reasons. Any such variations will not entitle the Client to any refund or compensation, provided the Services are completed on the same day or at a mutually agreed alternative time.

The Client must provide safe and timely access to the Premises for the duration of the Booking. This may include granting keys, door codes or arranging for someone to be present. Where keys are provided, the Company will take reasonable care to safeguard them, but will not be responsible for pre-existing issues with locks, doors or security systems.

If the operative is unable to gain access at the agreed time, or if access is delayed by the Client, the Company may charge a call-out fee or deduct time lost from the service duration while still charging the full fee.

5. Client Obligations

The Client agrees to provide:

Safe working conditions at the Premises, including adequate lighting, heating and ventilation.

Access to running water and electricity for the duration of the Services.

Any specific instructions relating to delicate surfaces, special finishes, or materials that require particular care.

The Client must remove or secure any valuables, cash, jewellery or fragile items before the start of the Services. The Company will not be liable for any loss or damage to items that were not reasonably visible or disclosed, or that are inherently fragile or insecure.

6. Equipment and Cleaning Materials

For most services, the Company supplies its own cleaning products and equipment suitable for general cleaning tasks. Where the Client requests the use of their own products, the Client accepts all responsibility for the suitability, safety and performance of those products.

The Client must inform the Company of any allergies or sensitivities that might be affected by cleaning products. The Company will endeavour to take reasonable account of such information but cannot guarantee that the Premises will be free from all substances that may cause a reaction.

7. Pricing and Payment Terms

Prices are based on the type of service, frequency, and size or condition of the Premises. The Company may quote an hourly rate, a fixed fee, or a combination of both. All prices provided are estimates unless expressly confirmed as fixed.

The Company reserves the right to revise its rates from time to time. Where a Client has an ongoing regular service, the Company will give reasonable notice of any rate changes.

Payment is due in accordance with the payment terms communicated at the time of booking. This may include payment in advance, on the day of service, or by an agreed recurring arrangement. The Company may require card details or a deposit to secure a Booking.

If payment is not received on the due date, the Company may suspend Services until payment is made in full and may charge interest or late fees in accordance with applicable law. The Client will be responsible for any reasonable costs incurred by the Company in recovering overdue sums.

8. Cancellations and Amendments

The Client may cancel or amend a Booking by providing notice within the timeframe advised by the Company at the time of booking. If the Client cancels or changes a Booking without adequate notice, the Company may charge a cancellation fee, which may be up to the full amount of the Booking.

If the Company needs to cancel or reschedule a Booking due to staff illness, operational issues, or other circumstances beyond its reasonable control, it will notify the Client as soon as reasonably possible and offer an alternative appointment. In such cases, the Company will not be liable for any indirect loss or cost arising from the cancellation.

Repeated cancellations or rescheduling by the Client may result in the withdrawal of any discounted or promotional rates and may lead to termination of ongoing service arrangements.

9. Quality, Complaints and Rectification

The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, they must report the issue to the Company as soon as possible, and in any event within 24 hours of completion of the service for one-off cleans, or before the next scheduled visit for regular services.

Where a complaint is justified and relates directly to the quality of the cleaning, the Company will arrange, at its discretion, to re-clean the relevant area or offer a fair and proportionate adjustment. The Client must allow the Company reasonable opportunity to inspect and rectify any alleged shortcomings.

The Company will not be responsible for issues reported outside the stated timeframe, or where follow-up access is refused or unreasonably delayed.

10. Liability and Limitations

The Company will take reasonable care in the provision of the Services. However, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, is limited to the amount paid by the Client for the relevant Booking.

The Company will not be liable for:

Any indirect, consequential or economic loss or damage, including loss of profit, loss of opportunity or loss of enjoyment.

Normal wear and tear or pre-existing damage to property, fixtures, fittings or contents.

Discolouration, abrasion or other issues that arise from the age, condition or previous treatment of surfaces, fabrics or materials.

Lost, damaged or incomplete items where the Client has not adequately secured valuables or has failed to identify items requiring special care.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, or any other liability which cannot be excluded or limited by law.

11. Insurance

The Company maintains insurance cover appropriate for a professional cleaning service provider. Details of cover can be made available upon request. The Client must notify the Company as soon as reasonably practicable of any incident that may give rise to a claim.

12. Waste Handling and Environmental Regulations

The Company complies with relevant legislation and guidance concerning the handling, segregation and disposal of waste generated in the course of providing Services.

Ordinary household or office waste that arises naturally from cleaning will normally be bagged and placed in the Client’s designated refuse or recycling containers at the Premises. The Company does not routinely remove waste from the Premises unless this has been expressly agreed as part of the Booking and is lawful to do so.

The Client is responsible for ensuring that there are appropriate bins, bags and outdoor receptacles available for the disposal of regular waste. The Company will not dispose of hazardous, clinical, chemical or construction waste and will not handle materials that may present a risk to health or safety, such as sharps, bodily fluids or asbestos.

Where the Client requests removal of significant quantities of waste, bulky items or specialist materials, this may be subject to additional charges and separate terms. The Client remains responsible for complying with local rules on waste storage, collection days and recycling requirements, and for ensuring that any instructions given to the Company in relation to waste are lawful and compliant.

13. Health and Safety

The Company takes health and safety seriously and expects the Client to do the same. The Client must inform the Company of any known hazards at the Premises, such as loose floor coverings, defective wiring, unsafe stairways or aggressive pets.

The Company reserves the right to withdraw staff from any Premises where they feel threatened, unsafe or exposed to unacceptable risk. In such circumstances, the Client may still be charged part or all of the Booking fee.

14. Pets and Children

Clients with pets or children must ensure that they are supervised and do not interfere with the delivery of the Services. The Company is not responsible for monitoring or caring for pets or children and will not be liable for any incidents arising from lack of supervision.

Certain cleaning products or equipment may not be suitable for use near pets or small children. The Client must inform the Company in advance of any relevant concerns, and ensure that pets and children are kept at a safe distance during the provision of Services.

15. Confidentiality and Data Protection

The Company will treat all personal information provided by the Client with respect and will use it only for the purpose of managing bookings, providing Services and fulfilling legal obligations. The Company will take reasonable steps to protect personal data against unauthorised access or misuse.

The Company may keep records of bookings, payments and communications for administrative and legal purposes. The Client has the right to request access to their personal data held by the Company, subject to applicable law.

16. Termination of Services

Either party may terminate an ongoing regular service arrangement by giving the notice period agreed at the outset of the service or, if no specific period was agreed, by giving reasonable notice. The Client will remain liable for any services already provided or booked within the notice period.

The Company may terminate or suspend Services immediately where the Client fails to pay amounts due, behaves abusively towards staff, creates unsafe conditions, or otherwise materially breaches these Terms and Conditions.

17. Changes to These Terms

The Company may update these Terms and Conditions from time to time to reflect changes in law, business practices or service offerings. The current version will apply to all new Bookings. For ongoing regular services, the Company will aim to give reasonable notice of any material changes.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with any Services supplied by the Company, 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.

By placing a Booking with Docklands Cleaner, the Client confirms that they have read, understood and agree to these Terms and Conditions.