Cleaner Queen's Park Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Queen's Park provides cleaning services to residential and commercial clients within its service area in the United Kingdom. By making a booking, confirming a quotation, or allowing our cleaners to access your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means the individual, business, or organisation requesting and paying for the services.

Company means Cleaner Queen's Park, the cleaning service provider.

Services means any cleaning or related services supplied by the Company to the Client, including regular domestic cleaning, end of tenancy cleaning, deep cleaning, commercial cleaning, or any other agreed service.

Premises means the property or location where the Services are to be carried out.

Cleaner means any employee, worker, or subcontractor engaged by the Company to provide the Services.

2. Scope of Services

The Company will provide the Services as agreed with the Client at the time of booking or as set out in a written confirmation or quotation. The exact tasks, frequency, and duration of visits will be agreed in advance, taking into account the size and condition of the Premises and the Client's requirements.

The Company reserves the right to make reasonable adjustments to the task list and estimated time allocation where necessary to ensure health and safety, compliance with law, and practical feasibility. Any substantial variation to the originally agreed Services may result in an adjustment to the price.

3. Booking Process

3.1 Bookings may be requested through the Company's chosen communication channels. A booking is not confirmed until the Client has received an explicit confirmation from the Company.

3.2 The Client must provide accurate information regarding the Premises and the nature of the required Services, including but not limited to property size, number of rooms, special requirements, and any known hazards.

3.3 The Company may request photographs or a brief description of the Premises to provide an accurate quotation. Where this is not possible, or where the Premises differ from the description provided, the Company reserves the right to revise the quotation or decline the booking.

3.4 For regular cleaning Services, the Client will agree a recurring schedule with the Company. The Company will make reasonable efforts to ensure the same or a consistent Cleaner attends on each visit, but this cannot be guaranteed and substitutions may be made when necessary.

4. Access to the Premises

4.1 The Client is responsible for ensuring safe and timely access to the Premises at the agreed date and time. This may include providing keys, key safe codes, entry fobs, or informing building management or concierge services.

4.2 If the Cleaner is unable to gain access to the Premises or is delayed due to access issues beyond the Company's control, the visit may be shortened, rescheduled, or treated as a late cancellation. In these circumstances, the Company reserves the right to charge a fee reflecting the time lost and any travel costs.

4.3 The Client must ensure that electricity, running water, and adequate lighting are available at the Premises during the visit. If these are not available and the Services cannot be carried out, the visit may be treated as a late cancellation and charged accordingly.

5. Client Obligations

5.1 The Client must provide a safe working environment for the Cleaner, free from harassment, abuse, discrimination, or unsafe conditions.

5.2 The Client must inform the Company in advance of any health and safety risks at the Premises, including loose flooring, broken glass, exposed wiring, infestations, or hazardous substances.

5.3 The Client is responsible for securing and removing valuable, delicate, or irreplaceable items that they do not wish the Cleaner to handle. The Company will not be liable for damage to items that were not reasonably visible or that are inherently fragile or not suitable for normal cleaning methods.

5.4 The Client agrees not to directly employ, engage, or offer work to any Cleaner introduced by the Company for a period of twelve months following the last provision of Services, without the Company's written consent. The Company may charge a reasonable introduction fee where a direct engagement is agreed.

6. Cleaning Materials and Equipment

6.1 The Company may provide its own cleaning products and equipment or agree with the Client that products and equipment at the Premises will be used. Any such arrangement will be confirmed at the time of booking or in subsequent communications.

6.2 Where the Client provides products or equipment, they must be in good condition, safe to use, and suitable for the surfaces and tasks requested. The Company will not be liable for any damage arising from faulty equipment or unsuitable products supplied by the Client.

6.3 The Company will take reasonable care to use appropriate cleaning methods. However, the Client is responsible for informing the Company of any surfaces, materials, or items requiring special care or unsuitable for certain products.

7. Payments and Fees

7.1 The price for the Services will be agreed at the time of booking or set out in a written confirmation or quotation. Prices may be based on an hourly rate, a fixed fee per visit, or a fixed fee for a specific type of clean.

7.2 All fees are payable in the currency and by the payment methods notified by the Company. Payment may be required in advance of the visit, upon completion, or on a recurring basis for regular Services.

7.3 The Company reserves the right to request a deposit for one-off or high-value bookings, such as end of tenancy or deep cleans. Deposits are generally non-refundable if the Client cancels at short notice, as set out in the cancellation section below.

7.4 If payment is not received by the due date, the Company may suspend or cancel future visits and may charge interest on overdue amounts at the maximum rate permitted by applicable law, together with any reasonable costs incurred in recovering the debt.

7.5 The Company may review and update its prices periodically. Any change to the pricing of regular Services will be notified to the Client in advance, and continued use of the Services after such notice constitutes acceptance of the new prices.

8. Cancellations and Rescheduling

8.1 The Client may cancel or reschedule a booking by giving the minimum notice period specified by the Company. If adequate notice is provided, no cancellation fee will usually apply.

8.2 Cancellations or rescheduling requests made with less than the required notice may incur a cancellation fee up to the full price of the scheduled visit, to compensate for the Cleaner’s reserved time and associated costs.

8.3 If the Cleaner is unable to attend due to sickness, operational issues, or other circumstances beyond the Company's reasonable control, the Company will offer to reschedule the visit or provide an alternative Cleaner where possible. The Company will not be liable for any consequential loss arising from such cancellation or delay.

8.4 The Company reserves the right to cancel any booking or terminate the provision of Services where the Client breaches these Terms and Conditions, fails to make payment when due, or where the Premises present health and safety risks that cannot reasonably be mitigated.

9. Quality of Service and Complaints

9.1 The Company aims to deliver a high standard of cleaning and customer service. If the Client is dissatisfied with any aspect of the Services, they must inform the Company as soon as reasonably possible, ideally within 24 hours of the visit.

9.2 Where a complaint is justified and relates to the quality or completeness of the clean, the Company may offer to re-clean the affected areas or provide a reasonable partial refund or credit, at its discretion.

9.3 The Company will not normally consider complaints raised more than 48 hours after the visit, as cleaning conditions and the state of the Premises can change quickly after the Cleaner has left.

10. Liability and Insurance

10.1 The Company will take reasonable care when providing the Services and will maintain appropriate insurance cover in line with industry practice.

10.2 The Company's liability for any loss, damage, or expense arising from or in connection with the Services shall, to the maximum extent permitted by law, be limited to the total fees paid by the Client for the specific visit during which the incident occurred.

10.3 The Company shall not be liable for:

a. Normal wear and tear, or deterioration of items or surfaces that are already damaged, old, or in poor condition.

b. Damage to items that are fragile, not clearly visible, or not suitable for normal cleaning.

c. Any loss arising where the Client has failed to provide accurate information or appropriate instructions.

d. Any indirect, consequential, or economic loss, including loss of profit, loss of use, or loss of enjoyment.

10.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

11. Waste Handling and Regulations

11.1 The Company will dispose of general household or office waste that arises naturally from the cleaning process, such as vacuum bag contents and used wipes or cloths, in accordance with applicable waste regulations.

11.2 The Services do not normally include removal or disposal of large volumes of rubbish, bulky items, builder's waste, hazardous materials, clinical waste, or controlled waste. If the Client requires such services, this must be expressly agreed in advance and may be subject to additional charges and regulatory requirements.

11.3 The Client remains responsible for the lawful storage and disposal of their own waste, including compliance with local recycling rules and waste collection arrangements. The Company will not be responsible for any fines or penalties arising from the Client's failure to comply with waste regulations.

12. Keys and Security

12.1 Where the Client provides keys or access devices to the Company, these will be handled with reasonable care and stored securely when not in use.

12.2 The Company will not label keys with full addresses and will take appropriate measures to minimise the risk of unauthorised access. In the unlikely event of loss of keys, the Company's liability will be limited to the reasonable cost of key replacement or lock changing, subject to the overall liability limits set out in these Terms and Conditions.

13. Data Protection and Confidentiality

13.1 The Company will collect and process personal data about the Client in order to manage bookings, deliver the Services, handle payments, and communicate with the Client. Such processing will be carried out in line with applicable data protection laws.

13.2 The Company will take reasonable steps to keep Client information confidential and secure and will only share it with third parties where necessary to perform the Services, comply with legal obligations, or where the Client has given consent.

14. Force Majeure

14.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, transport disruption, power failures, pandemics, government restrictions, or industrial disputes affecting third parties.

15. Amendments to These Terms

15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or operational requirements.

15.2 The latest version of these Terms and Conditions will apply to all new bookings and to ongoing Services after reasonable notice has been given to the Client. Continued use of the Services after such notice constitutes acceptance of the updated Terms and Conditions.

16. Termination

16.1 Either party may terminate an ongoing regular cleaning arrangement by giving the notice period agreed at the outset or, if no such period was agreed, by giving reasonable notice.

16.2 The Company may terminate the Services with immediate effect where the Client commits a serious breach of these Terms and Conditions, fails to make payments when due, or where the Premises are unsafe for the Cleaner.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 making a booking with Cleaner Queen's Park or permitting our Cleaners to carry out work at your Premises, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.