Terms And Conditions
Canary Wharf Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Canary Wharf Cleaners to residential and commercial customers. By booking or receiving any cleaning service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means any individual, company or other entity requesting or receiving cleaning services from Canary Wharf Cleaners.
Company means Canary Wharf Cleaners, the cleaning service provider.
Services means the cleaning services provided by the Company as agreed with the Customer at the time of booking or in subsequent written confirmation.
Premises means the residential or commercial property at which the Services are to be carried out.
Booking means a confirmed order for Services placed by the Customer with the Company.
2. Scope of Services
The Company provides professional cleaning services, including but not limited to regular domestic cleaning, one off deep cleaning, office cleaning, end of tenancy cleaning, after builders cleaning and related services. The precise scope of Services for each Booking will be agreed at the time of booking and may be further described in any written confirmation issued by the Company.
The Company reserves the right to refuse any work which it reasonably considers unsafe, unlawful, unsuitable for professional cleaning, or outside the Companys standard service offering.
3. Booking Process
Customers may request a Booking by contacting the Company and providing accurate details of their cleaning requirements, including type of service, size and condition of the Premises, preferred date and time, and any specific instructions.
All Bookings are subject to availability and confirmation by the Company. A Booking is deemed confirmed only when the Company notifies the Customer of acceptance and provides a scheduled date and time for the Services.
The Customer must ensure that all information provided at the time of booking is complete and accurate. The Company reserves the right to adjust the quoted price or refuse to perform the Services if the information provided is inaccurate or incomplete.
The Company may, at its discretion, conduct an initial assessment of the Premises or request further details or photographs before confirming a Booking, particularly for large, complex or specialist cleaning tasks.
4. Access to the Premises
The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes ensuring that keys, access codes or entry instructions are available and correct, and that all security systems are appropriately managed.
If the cleaning team is unable to gain access to the Premises at the scheduled time due to circumstances within the Customers control, the Company may treat the visit as a late cancellation and charge a fee in accordance with the cancellation provisions set out in these Terms and Conditions.
The Customer must ensure that the Premises are safe for the cleaning team to enter and work in, and that any hazards are clearly communicated in advance.
5. Customer Obligations
The Customer agrees to cooperate fully with the Company and to provide all information and instructions necessary for the performance of the Services. The Customer shall:
Ensure that water, electricity and adequate lighting are available at the Premises during the cleaning visit.
Secure or remove any valuables or fragile items that could reasonably be at risk during the cleaning process.
Inform the Company in advance of any specific cleaning requirements, delicate surfaces, specialist materials or known issues at the Premises that may require particular care.
Not request or encourage the cleaning staff to undertake any work that is hazardous, beyond the agreed scope of Services, or in breach of any law or regulation.
6. Pricing and Quotations
The Company will provide a quotation for the Services based on the information supplied by the Customer. Quotations may be provided on a fixed price basis or on an hourly rate, depending on the nature of the work.
All quotations are given in good faith but are estimates only, based on typical conditions. The Company reserves the right to amend the price if the information provided by the Customer is inaccurate, if the Premises are significantly larger or in a substantially different condition than described, or if additional tasks are requested.
Any amendment to the agreed price will be discussed with the Customer and, where possible, agreed before the commencement or continuation of the Services.
7. Payments
Unless otherwise agreed in writing, payment is due on or before completion of the Services for one off visits, and in advance or on an agreed schedule for regular cleaning arrangements.
The Company may accept various payment methods, including card payments, bank transfers and other recognised methods. The specific payment methods accepted will be communicated to the Customer at the time of booking or via any written confirmation.
For regular cleaning arrangements, the Company may require a recurring payment arrangement or a standing order to ensure timely payment.
If payment is not received on the due date, the Company reserves the right to suspend or cancel future visits, charge interest on overdue sums at the maximum rate permitted by law, and recover any reasonable costs incurred in pursuing late payments.
8. Deposits
The Company may require a deposit for certain types of Services, including but not limited to end of tenancy cleans, after builders cleans or large scale projects. The required deposit amount and payment deadline will be communicated to the Customer at the time of booking.
Deposits are generally non refundable if the Customer cancels the Booking without providing the required notice, as set out in the cancellation section of these Terms and Conditions, unless otherwise required by law.
9. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by providing notice to the Company.
For standard cleaning visits, the Customer must provide at least 24 hours notice prior to the scheduled start time. Cancellations or rescheduling with less than 24 hours notice may be charged up to the full value of the booked visit.
For large or specialist jobs, including end of tenancy and after builders cleans, the Company may specify a longer cancellation notice period at the time of booking. If the Customer fails to give the required notice, the Company may retain any deposit and charge an additional fee where appropriate.
If the cleaning team is unable to gain access to the Premises, or if the visit cannot proceed due to circumstances within the Customers control, this may be treated as a late cancellation and charged accordingly.
The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, such as staff illness, transport issues, severe weather, or other events amounting to force majeure. In such cases, the Company will use reasonable efforts to offer an alternative appointment. The Company shall not be liable for any loss or damage arising from such cancellations or rescheduling.
10. Performance of Services
The Company will carry out the Services with reasonable skill and care, in accordance with industry standards and the specific instructions agreed with the Customer.
The duration of each cleaning visit is an estimate based on the information provided by the Customer. If it becomes clear that the time booked is insufficient to complete all requested tasks to an appropriate standard, the Company will inform the Customer as soon as reasonably possible. The Customer may then choose to reduce the scope of work to fit the allotted time, or to authorise additional time at the applicable rate.
The Customer acknowledges that outcomes may vary depending on the initial condition of the Premises, the age and type of surfaces, and the presence of stubborn stains or damage. The Company does not guarantee the removal of all staining or defects, particularly where issues pre date the provision of the Services.
11. Customer Satisfaction and Complaints
The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, and in any event within 24 hours of completion of the relevant visit, providing clear details of the issue.
Where a complaint is justified, the Company may, at its discretion, offer to re attend the Premises to rectify the issue, offer a partial refund, or provide a credit towards future services. This shall be the Customers sole and exclusive remedy, to the fullest extent permitted by law.
12. Liability and Limitations
The Company holds appropriate public liability insurance and will use reasonable care in the selection and supervision of its staff.
The Company shall not be liable for any loss, damage or expense arising out of or in connection with the Services, except where such loss or damage is caused by the Companys negligence or breach of these Terms and Conditions.
The Companys total liability to the Customer in respect of any claim arising from the Services, whether in contract, tort or otherwise, shall be limited to the total amount paid by the Customer for the specific visit or service to which the claim relates, unless otherwise required by law.
The Company shall not be liable for any indirect or consequential losses, loss of profits, loss of opportunity, or loss of goodwill.
The Company shall not be responsible for pre existing damage, defects or wear and tear at the Premises, including but not limited to faded or worn surfaces, broken or weakened items, or stains that cannot be removed by normal cleaning methods.
The Customer must secure or remove any items of particular value or fragility before the start of the Services. Items that are unstable, improperly installed, or already damaged prior to the cleaning visit are cleaned at the Customers own risk.
13. Waste Management and Regulations
The Company will comply with applicable waste management regulations when handling and disposing of waste generated in the course of the Services.
Standard household or office waste arising from cleaning activities may be collected and disposed of using the Customers usual waste facilities where appropriate. The Customer is responsible for providing access to suitable waste bins or collection points at the Premises.
The Company does not handle or remove hazardous, clinical or specialist waste, including but not limited to medical waste, chemical waste, asbestos, sharps, or any materials classified as hazardous under applicable law. If such materials are discovered during the cleaning visit, the cleaning team may cease work in the affected area and report the matter to the Customer.
Where large quantities of waste or bulky items require removal, the Customer is responsible for arranging appropriate waste collection services and ensuring compliance with relevant local and national regulations.
14. Health and Safety
The Company is committed to maintaining high standards of health and safety for its staff and Customers. The cleaning team will use cleaning products and equipment in accordance with manufacturer instructions and applicable safety guidance.
The Customer must inform the Company of any known health and safety risks at the Premises, including structural issues, hazardous materials, or other conditions that could pose a risk during the provision of the Services.
The Company may refuse to carry out or may suspend the Services if it considers that continuing would pose an unacceptable risk to health or safety.
15. Property and Keys
Where the Customer provides keys or access devices to the Company, the Company will take reasonable measures to safeguard them and to ensure their use exclusively for the purpose of carrying out the Services.
Any keys or access devices may be labelled with a code only, not with the Customers name or address. The Company is not responsible for any loss or damage arising from keys or access devices lost or misused due to circumstances beyond its reasonable control.
16. Data Protection and Privacy
The Company will collect and process personal data relating to the Customer and, where necessary, to the Premises, for the purpose of managing Bookings, providing the Services, processing payments and handling enquiries or complaints.
Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will not sell or disclose personal data to third parties except where necessary to perform the Services, to comply with legal obligations, or with the Customers consent.
17. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices or the scope of Services offered. The current version of the Terms and Conditions will apply to all Bookings made after the date of publication.
For ongoing regular cleaning arrangements, the Company will notify the Customer of any material changes to these Terms and Conditions. Continued use of the Services after such notification will constitute acceptance of the updated terms.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, 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 the Services.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with any written confirmation or specific agreement provided by the Company at the time of booking, constitute the entire agreement between the Company and the Customer in relation to the Services. They supersede any prior agreements, understandings or arrangements, whether oral or written.
By placing a Booking and receiving the Services, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
