Cleaner Canary Wharf Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Canary Wharf provides domestic and commercial cleaning services in the UK. By making a booking, confirming a service, or allowing our team to attend a property, you agree to these terms. Please read them carefully before placing an order. These terms are designed to be fair, clear, and legally compliant, while reflecting the practical nature of a professional cleaning service in Canary Wharf and surrounding areas.

In these Terms and Conditions, references to “we”, “us”, and “our” mean the cleaning business trading as Cleaner Canary Wharf. References to “you” and “your” mean the customer, client, tenant, landlord, agent, or any person requesting the service. The words “booking”, “appointment”, and “service” include one-off cleans, regular domestic cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and any additional tasks agreed in writing.

We may update these terms from time to time. The version in force at the date of your booking will generally apply to that service unless a change is required by law or is otherwise agreed with you. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.

1. Booking Process

Bookings may be made by phone, email, online form, booking platform, or any other method we make available. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment. When making a booking with Cleaner Canary Wharf, you must provide accurate and complete information, including the property address, access arrangements, type of clean required, preferred date and time, and any special instructions that may affect the delivery of the service.

It is your responsibility to ensure that the service requested is suitable for the property and the condition of the premises. If the actual condition differs materially from the information supplied, we may revise the price, alter the duration of the visit, or, in some cases, decline to proceed if the original service cannot reasonably be delivered. Any estimate given by a Canary Wharf cleaner is based on the information available at the time and is not a guarantee unless expressly stated as a fixed price.

2. Service Access and Customer Responsibilities

You must ensure that we are granted safe and timely access to the property at the agreed time. This includes arranging entry, alarm instructions, parking permissions where necessary, and any keys, codes, or passes required to enter the premises. If access is delayed or unavailable, we may charge for wasted attendance time and any reasonable costs incurred. If we cannot gain access within a reasonable period, the booking may be cancelled and treated as a late cancellation by you.

You are also responsible for securing valuables, cash, jewellery, documents, data storage devices, and other items of special importance before the service begins. While our staff act with care and professionalism, a cleaner cannot be expected to know which items are sensitive, private, or valuable unless this is clearly indicated in advance. You should also notify us of any hazards, fragile surfaces, pets, infestations, or health and safety concerns that may affect the cleaning process.

If the property contains items requiring specialist treatment, such as delicate fabrics, antiques, untreated wood, or high-value finishes, you must tell us in advance. We may refuse to clean certain items or areas where there is a risk of damage. This applies equally to domestic cleaning, office cleaning, and Canary Wharf cleaning services involving shared or managed buildings.

3. Prices and Payments

Our prices may be quoted as hourly rates, fixed fees, or tailored quotations depending on the type of work requested. Unless otherwise agreed, all prices are stated in pounds sterling and may be subject to VAT where applicable. Any estimate, quotation, or guide price remains valid for the period stated on it or, if no period is stated, for a reasonable time only.

You agree to pay all charges due for the service, including any agreed extras, emergency call-out fees, parking charges, specialist equipment hire, or additional labour requested by you during the visit. If the service takes longer than expected because of the condition of the property, lack of access, or inaccurate booking details, we may adjust the final price accordingly. Additional work will only be carried out with your authorisation, unless required to complete the agreed service properly and safely.

Payment is usually due in advance, on the day of service, or within the payment terms specified on the invoice. We may accept payment by bank transfer, card payment, direct debit, or another method specified at booking. Where payment is made after the service, invoices must be paid in full by the due date. Failure to pay on time may result in late payment charges, suspension of future bookings, and recovery action for unpaid sums.

4. Cancellations, Rescheduling, and No-Shows

If you need to cancel or reschedule a booking, you must notify us as soon as possible. For most standard services, we request at least 24 hours’ notice. For larger jobs, recurring contracts, end of tenancy cleans, or services requiring special preparation, a longer notice period may apply and will be confirmed at the time of booking. If notice is given within the required period, we will try to move the appointment to another suitable time.

Where insufficient notice is given, we may charge a cancellation fee to reflect the loss of business, staffing costs, and reserved time. If the team attends the property and is unable to carry out the work because of cancellation, lack of access, or unsuitable conditions, the appointment may be treated as a late cancellation or no-show and charged in full or in part. This applies whether the service is booked as a one-off cleaning appointment in Canary Wharf or part of a recurring schedule.

We reserve the right to cancel or reschedule a booking where necessary due to staff illness, severe weather, unsafe conditions, equipment failure, or events beyond our reasonable control. If we cancel for reasons within our control, we will offer a new appointment or refund any advance payment for the cancelled service. Our liability in such circumstances is limited to the amount paid for the cancelled booking, unless otherwise required by law.

5. Standards of Service and Limitations

We aim to deliver a professional and reasonable standard of cleaning with due care and skill. However, cleaning results can vary depending on the age, material, condition, and prior maintenance of surfaces and items. Some stains, marks, limescale, mould, odours, ingrained dirt, and wear may not be fully removable without the risk of damage. We do not guarantee restoration of items or surfaces to a new condition.

Our staff may decline to use products or methods that they believe could damage the property, endanger anyone, or void warranties. If you ask us to use your own cleaning products or equipment, you do so at your own risk unless we have expressly agreed otherwise. We are not responsible for defects, breakage, or deterioration caused by pre-existing wear, hidden faults, unstable fittings, or the ordinary effects of cleaning carried out with reasonable care.

Where a service is delivered in a commercial environment, such as an office, shared workspace, or managed building, you must ensure that the premises are safe, that any required permissions are obtained, and that building rules are followed. A Cleaner Canary Wharf team member may refuse to proceed if the work would breach site regulations or create a health and safety risk.

6. Liability and Insurance

We will take reasonable care when performing our services, but our total liability is limited as set out in these terms. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or reputational damage.

Where we are found liable for damage to property caused by our negligence, our liability will ordinarily be limited to the reasonable cost of repair or replacement, taking into account fair wear, depreciation, and the age of the item. You must notify us of any alleged damage within a reasonable time and, in any event, no later than 48 hours after the service, unless you are unable to do so for a valid reason. Photographic evidence may be requested so that we can assess the issue properly.

We are not liable for any loss or damage arising from inaccurate information provided by you, failure to secure valuables, pre-existing defects, hidden damage, misuse of appliances, or circumstances outside our reasonable control. If you require cover above the standard service liability position, you should arrange appropriate insurance for your own property and belongings.

7. Waste Regulations and Disposal

As part of our services, we may remove ordinary waste generated during cleaning, such as packaging, disposable cloths, general dirt, and household rubbish, only where this has been agreed and can be lawfully disposed of. We do not operate as a waste carrier unless specifically stated, and we do not accept responsibility for the removal of controlled, hazardous, clinical, electrical, or bulky waste unless this has been separately agreed in writing and handled in compliance with applicable UK waste laws.

You must not ask us to dispose of items that require special handling, including sharp objects, medicines, asbestos-related materials, chemicals, solvents, paint, batteries, confidential documents, or anything that may be classed as regulated waste. If such items are discovered during the cleaning, we may leave them in place, isolate the area if safe to do so, and inform you of the issue. Any disposal arranged outside the ordinary service may incur extra charges and may need to be passed to a licensed third-party contractor.

You are responsible for ensuring that bins, recycling points, and waste containers are available and that disposal arrangements comply with building rules and local regulations. If we agree to clear waste as part of a cleaning contract in Canary Wharf, you confirm that the waste is lawful, non-hazardous, and correctly described. You will indemnify us against penalties, claims, or losses caused by unlawful waste disposal instructions given by you.

8. Customer Conduct and Site Conditions

You must treat our staff with respect and must ensure a safe working environment. Abuse, harassment, discrimination, or threatening behaviour will not be tolerated and may result in immediate termination of the service without refund. Our team may leave the property if they believe their safety is at risk, if the premises are unsafe, or if there is a breach of these terms.

You must provide a reasonably clean, secure, and workable environment for the service to proceed. If the property is excessively cluttered, contaminated, infested, or otherwise unsuitable, we may limit the scope of work, request additional time, or decline to continue. Any cleaning performed in severely affected premises may require specialist treatment and separate pricing. We may also refuse to handle bodily fluids, needles, faeces, or other biohazardous material unless expressly agreed and appropriately equipped.

9. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly and allow us a reasonable opportunity to inspect and, where appropriate, remedy the issue. We may offer a re-clean, partial refund, or another fair remedy depending on the circumstances. A complaint does not automatically entitle you to withhold payment for the full service where the work has been substantially performed.

Any claim regarding the quality of the service must be raised within a reasonable time after completion, and certainly before any relevant surfaces are altered, re-cleaned by others, or affected by further use. This helps ensure that we can properly investigate the matter and determine whether the issue was caused by our work, pre-existing conditions, or subsequent events.

Our decision on complaints will be made in good faith and based on the facts available. This does not affect any statutory rights you may have as a consumer under UK law.

10. Data Protection and Confidentiality

We may collect and use personal information necessary to manage bookings, payments, service delivery, complaints, and record-keeping. We will handle your data in accordance with applicable data protection laws. We may also keep service notes to help us deliver a consistent Canary Wharf cleaner service and to identify any special requirements or risks for future visits.

Any confidential business information, access codes, alarm details, or personal information shared with us will be used only for legitimate operational purposes. We expect our staff to respect privacy and handle information responsibly. You should also avoid leaving confidential documents or sensitive materials exposed if they do not need to be present during the service.

11. Force Majeure

We are not liable for delay or failure to perform our obligations where this is caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, transport disruption, power failure, industrial action, public health restrictions, or acts of third parties. In such cases, we will seek to rearrange the service where practical.

If an event beyond our control continues for an extended period, either party may have the right to cancel the affected booking. Where payment has already been made for a service that cannot be delivered due to such an event, we will provide a fair refund of any undelivered portion, subject to any non-recoverable costs already reasonably incurred.

12. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless you are a consumer resident in another part of the UK and mandatory local rules provide otherwise.

If any dispute arises, we encourage both parties to try to resolve it amicably and promptly. Nothing in this clause limits any rights you may have under consumer protection law, nor does it prevent either party from seeking urgent injunctive relief where necessary.

By proceeding with a booking for Cleaner Canary Wharf, you acknowledge that you have read, understood, and agreed to these service terms. They are intended to support a clear, professional relationship and to ensure that every Canary Wharf cleaning service is delivered on transparent and practical terms.