Cleaner Queenspark Service Terms and Conditions
These Cleaner Queenspark service terms and conditions set out the basis on which domestic and small commercial cleaning services are provided by Cleaner Queenspark. By making a booking, the customer agrees to be bound by these terms. They are intended to be clear, fair, and practical, while protecting both the customer and the service provider. In these terms, references to “we”, “us”, and “our” mean Cleaner Queenspark, and “you” or “your” means the person or business placing a booking.
Our service terms for Cleaner Queenspark apply to all standard cleaning appointments, one-off cleans, recurring services, deep cleans, end-of-tenancy cleans, and any additional work agreed in writing or by confirmed message. These terms may be updated from time to time, and the version in force at the time of booking will normally apply unless a later update is required by law. Customers should read these terms carefully before confirming any booking.
If any part of these terms is unclear, the customer should review them before the appointment is confirmed. Nothing in these terms affects your statutory rights as a consumer under UK law. Where a specific written agreement has been made for a particular service, that agreement will apply alongside these terms unless it directly conflicts with them, in which case the written agreement will prevail for that booking only.
Booking Process
A booking with Cleaner Queenspark is formed only when we have accepted the request and provided confirmation. Booking requests may be made by telephone, email, online form, text message, or any other channel we make available from time to time. A request does not guarantee availability. We may decline a booking where staffing, timing, access, safety, or service requirements cannot reasonably be met.
When making a booking, you must provide accurate details about the property, the type of clean required, access arrangements, parking restrictions if relevant, any special instructions, and any features that may affect the work. Examples include fragile surfaces, heavy soiling, pets, restricted entry times, alarms, or the use of specific products. Failure to provide correct information may affect the quality, timing, or price of the service, and we may adjust the booking accordingly.
We may provide an estimate based on the information supplied, but estimates are not fixed quotes unless stated in writing. If the actual conditions differ materially from the information given, or if the scope of work changes once the service begins, we may revise the price, extend the appointment, or limit the tasks performed to the agreed time or budget. Any significant change will be discussed where reasonably possible before further work is carried out.
Service Standards and Customer Responsibilities
We will use reasonable care and skill in performing the cleaning service. However, results can depend on the condition of the property, the surfaces involved, and the time available. Some marks, staining, limescale, mould, adhesive residue, ingrained grease, hard water deposits, and similar conditions may not be fully removable within a standard appointment. Unless otherwise agreed, our service is a professional cleaning service and not a restoration service.
To allow us to carry out the work safely and efficiently, you must ensure that the property is accessible at the agreed time. This includes ensuring that keys, codes, entry permissions, and any required instructions are available in advance. You must also remove or secure valuables, cash, sensitive documents, and items that could be damaged by normal cleaning activity. We are not responsible for delays caused by lack of access or missing instructions.
We may refuse to clean certain areas or items where the risk is excessive, where the item is not suitable for cleaning, or where doing so would breach manufacturer guidance or health and safety requirements. Cleaner Queenspark may also stop work if conditions are unsafe, if pests or infestations are discovered, or if the property presents a hazard to staff. In such circumstances, charges may still apply for time spent attending or assessing the property.
Where recurring visits are arranged, we will aim to provide continuity of service but cannot guarantee the same cleaner will attend every time. Appointment times are given as estimates and may be affected by traffic, emergency situations, previous jobs running over, or unforeseen operational issues. We will try to notify you of any substantial delay or rescheduling as soon as reasonably practicable.
It is your responsibility to ensure that pets are secured, that any persons present at the property do not interfere with the cleaning, and that children are supervised. If an appointment cannot proceed because of access issues, danger, illness in the property, or the presence of aggressive behaviour, we may leave the premises and charge a call-out or cancellation fee where appropriate.
If you request the use of specific products, equipment, or methods, we will consider the request, but we are not obliged to use materials that are unsafe, unsuitable, or inconsistent with our procedures. Any customer-supplied products are used at your risk unless we have expressly agreed otherwise. We reserve the right to decline the use of products that do not carry adequate labelling, instructions, or safety information.
Payments and Charges
Prices for Cleaner Queenspark cleaning services will be agreed before the service begins, unless the booking is priced on an hourly basis or subject to an estimate. Charges may vary depending on the size of the property, level of dirt, frequency of service, access restrictions, specialist requirements, and whether additional labour or equipment is needed. Any quoted price assumes the information you provided was complete and accurate.
Unless otherwise stated, payment is due on completion of the service or in advance for certain booking types. We may require a deposit to secure the booking, particularly for larger jobs, one-off deep cleans, or where specialist scheduling is involved. Deposits may be non-refundable in accordance with the cancellation terms set out below. If payment is not made when due, we may suspend future services and recover any reasonable costs associated with late payment.
We may accept payment by bank transfer, card payment, or another method agreed at the time of booking. If invoices are issued, they must be paid by the date shown on the invoice. Any dispute about an invoice must be raised promptly and in good faith. You must not withhold payment for undisputed parts of a charge simply because another element is being questioned.
Cancellations, Changes, and Missed Appointments
You may cancel or rearrange a booking by giving reasonable notice. Unless otherwise agreed, cancellations made with less than 24 hours’ notice may be charged in full or may result in loss of any deposit. For larger or specialist bookings, a longer notice period may apply if stated at confirmation. This is because staff time, planning, and transport costs may already have been committed.
If we need to cancel or rearrange an appointment, we will normally offer an alternative time. We are not liable for inconvenience or indirect loss caused by a change where the cancellation is due to circumstances beyond our reasonable control, including severe weather, travel disruption, staff illness, equipment failure, or access issues outside our control. Where possible, we will notify you as early as we reasonably can.
If you fail to provide access at the agreed time, or if the property is unavailable for reasons within your control, the appointment may be treated as a late cancellation or missed visit. In such cases, the full fee or a reasonable part of the fee may remain payable. Any repeated missed appointments may lead us to require prepayment before future services are accepted.
Liability and Limitations
We will take reasonable care when carrying out all cleaning work, but our liability is limited to losses that are directly caused by our negligence or breach of these terms and that were reasonably foreseeable. We do not accept liability for indirect, consequential, or purely economic losses, including loss of profit, loss of opportunity, or business interruption, to the extent permitted by law.
We are not responsible for pre-existing damage, hidden defects, wear and tear, poor workmanship by third parties, or deterioration that occurs because of the age or condition of an item or surface. This includes areas where paint may be loose, grout may be brittle, fittings may be unstable, or fabrics may be weakened. If you have concerns about a delicate item, you should tell us before the service begins.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If we damage property through our proven negligence, our maximum liability will normally be limited to the reasonable cost of repair or replacement, taking account of age, condition, and fair wear and tear.
Waste Regulations and Disposal
In carrying out cleaning services, we may generate waste such as packaging, disposable cloths, vacuum contents, and other non-hazardous debris arising from the work. Unless otherwise agreed, our standard service does not include removal of bulky waste, construction waste, trade waste, or household rubbish in quantities that require specialist collection. Any additional disposal requirements should be discussed before the appointment.
We will handle waste in a lawful and responsible manner and expect customers to do the same. If waste removal is part of the agreed service, it will only be undertaken where it complies with applicable UK waste regulations and where it is reasonably safe and lawful to do so. Hazardous materials, sharp objects, bodily fluids, asbestos, clinical waste, chemicals, and other controlled substances will not be handled unless we have expressly agreed to do so and can lawfully provide that service.
Customers must tell us in advance if a property contains hazardous waste or items requiring special disposal. Where such materials are discovered unexpectedly, we may stop work, remove only the safe and permissible items, and charge for time already spent. You remain responsible for ensuring that any waste arising from the property is stored, separated, and disposed of in accordance with the law unless we have expressly agreed to manage disposal as part of the booking.
Complaints, Remedies, and Service Issues
If you believe the cleaning service has not been carried out to a reasonable standard, you should notify us as soon as possible and provide details of the issue. We may request photographs, a written description, or an opportunity to return and inspect the work. Any request for a remedy must be made within a reasonable time after the service date so that we can fairly assess the concern.
Where a complaint is justified, we may at our option re-clean the affected area, provide a partial refund, or offer another appropriate remedy, depending on the circumstances. We will not usually provide a remedy for issues that arise from factors outside our control, including re-soiling after the appointment, inadequate maintenance, hidden defects, or incomplete preparation by the customer. Our aim is to resolve genuine issues proportionately and fairly.
Nothing in this section reduces your legal rights under the Consumer Rights Act 2015 or any other applicable law. However, you agree to allow us a reasonable opportunity to inspect or rectify any alleged shortfall before arranging third-party replacement work, unless immediate action is necessary to prevent further damage or comply with a legal obligation.
Data, Communication, and Confidentiality
In the course of providing Cleaner Queenspark service terms and arranging appointments, we may process limited personal data such as names, addresses, instructions, and billing details. Any processing will be carried out in line with applicable data protection law. We will use your information only for legitimate operational, administrative, legal, and record-keeping purposes associated with the service.
We may communicate with you by phone, email, text, or other agreed method about bookings, changes, invoices, and service matters. You are responsible for ensuring that your contact details are accurate and up to date. Any notices sent to the last contact details provided by you will be treated as valid unless we are informed otherwise.
Where we become aware of sensitive information or personal documents during a clean, we will treat that information with appropriate discretion. However, you remain responsible for safeguarding confidential items. Our staff must not be asked to access or read private records, and we do not accept responsibility for information that is left openly visible in the property.
Governing Law and General Terms
These terms and any dispute or claim arising from them, or from any service provided under them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
Our failure to enforce any right or provision under these terms will not be treated as a waiver of that right. You may not transfer your rights or obligations under these terms without our written consent. We may transfer our rights and obligations where reasonably necessary for the operation of the business or the provision of the service.
These Cleaner Queenspark terms and conditions form the entire agreement between you and us in relation to the relevant booking, unless a separate written contract states otherwise. They are designed to provide a clear framework for the supply of cleaning services while allowing flexibility where practical. By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms.
