Cleaners Queenspark Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Queenspark provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to these terms. Please read them carefully before placing a booking, as they explain how the service is arranged, how payments are handled, what happens if a job is cancelled, and the limits of our responsibility.

For the purposes of these terms, the expressions we, us, and our refer to Cleaners Queenspark, and the expressions you and your refer to the customer placing the booking. These terms apply to all cleaning services we provide, including regular house cleaning, one-off cleans, deep cleans, end-of-tenancy cleaning, and related add-on tasks where agreed in advance. They are intended to be fair and transparent and should be read together with any written quotation, invoice, or booking confirmation supplied for your service.

We may update these terms from time to time to reflect changes in law, payment methods, operational requirements, or service standards. The version in force at the time of your booking will apply to that booking unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply.

Booking Process

A booking with Cleaners Queenspark is formed when you provide the required details, receive confirmation from us, and accept the quoted scope of work. We may ask for information such as the type of property, the size of the premises, the condition of the area to be cleaned, preferred dates, access arrangements, parking restrictions, and any special requests. This information helps us allocate suitable time, equipment, and staffing for the service.

All quotations are based on the information you provide at the time of enquiry. If the property, level of dirt, required tasks, or access conditions differ materially from the information supplied, we may revise the quote, amend the duration, or decline to proceed until a revised arrangement has been agreed. This is especially important for Queenspark cleaning services that involve heavy buildup, specialist surfaces, or time-sensitive deadlines.

We reserve the right to refuse, suspend, or reschedule a booking where necessary for operational reasons, safety concerns, or where the requested work is outside our normal service range. We will try to give notice wherever possible. Your booking is not confirmed until we have accepted it, and we are not responsible for any loss arising from arrangements made before confirmation.

Service Scope and Customer Responsibilities

Our cleaners will carry out the agreed tasks using reasonable skill and care. The exact scope of the cleaning service in Queenspark will be set out in the booking details or quotation. Unless otherwise agreed in writing, the service does not include lifting heavy furniture, moving large appliances, dealing with bodily fluids, pest infestation, hoarding clearance, hazardous waste, or specialist restoration work. Any additional work requested on arrival may be accepted or declined at our discretion and may result in an adjusted price or extended visit time.

You are responsible for ensuring that the property is reasonably safe, accessible, and ready for cleaning at the scheduled time. This includes providing access codes, keys, or entry arrangements, securing pets, making sure water and electricity are available, and removing items you do not want touched or cleaned. If there are fragile, valuable, or irreplaceable items in the property, you should notify us in advance and take any appropriate protective steps.

Where a cleaning team is unable to access the property, cannot start because of missing keys or faulty entry systems, or is prevented from completing the work due to issues within your control, the booking may still be charged in full or in part. We may also charge for any additional waiting time caused by delayed access or incomplete preparation of the premises.

Payments

Payment terms will be confirmed at the time of booking or on the invoice. For most services, payment is due on completion of the work unless a deposit, prepayment, or staged payment arrangement has been agreed. We may require advance payment for one-off cleans, larger projects, or bookings made at short notice. By using Cleaners Queenspark, you agree to pay all fees stated in the confirmation or invoice, including any additional charges that have been agreed during the service.

Prices are usually based on the agreed scope, estimated duration, and any special requirements. If the service takes longer than expected because the property condition differs from the description provided, if extra tasks are requested, or if the team is delayed due to customer-related issues, we may apply an additional charge. Any material change in price will be communicated as soon as reasonably possible.

Unless stated otherwise, our prices are exclusive of bank fees, late payment charges, and any costs arising from failed payment attempts. If a payment is declined, reversed, or remains outstanding after the due date, we may suspend future services until the balance has been cleared. We may also recover reasonable costs incurred in pursuing overdue amounts, including administrative and collection expenses, where permitted by law.

Deposits, Invoices and Late Payments

Where a deposit is taken, it secures the booking and may be non-refundable except where cancellation is made within any applicable cooling-off period or where we fail to provide the service. A deposit does not limit your liability for the full amount where cancellation charges are due. Invoices should be checked promptly on receipt, and any dispute should be raised without delay so that we can investigate and resolve it efficiently.

If payment is not made by the agreed due date, we may charge statutory interest on overdue sums and may charge reasonable administrative costs associated with collecting the debt, to the extent permitted under UK law. Continued non-payment may result in cancellation of future bookings and, where necessary, legal action. Queenspark cleaners are not required to continue providing services where previous invoices remain unpaid.

Discounts, promotional prices, and special offers may be subject to separate conditions and may be withdrawn at any time before a booking is confirmed. Unless expressly agreed, discounts do not apply to extra time, additional rooms, specialist products, or out-of-scope tasks. All payments must be made in the currency stated on the invoice, which will normally be pounds sterling.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the type of service and the resources already reserved for your booking. For standard domestic cleaning, at least 24 hours’ notice is normally expected; for larger or specialist jobs, a longer period may apply if stated in your confirmation. If you cancel with insufficient notice, we may charge a cancellation fee reflecting the costs already incurred and the lost opportunity to allocate the slot elsewhere.

If a cleaner arrives and cannot access the property, or if the service cannot be performed because you are not ready for the appointment, this may be treated as a late cancellation or failed attendance and charged accordingly. Where the booking is rescheduled by mutual agreement, any existing deposit may be transferred to the new date at our discretion, subject to availability and any price changes resulting from altered circumstances.

We may cancel or rearrange a booking if our team is unavailable due to illness, severe weather, transport disruption, equipment failure, safety concerns, or other events outside our reasonable control. In such circumstances, we will aim to offer an alternative date or a refund of sums already paid for the cancelled service element. We are not liable for indirect losses caused by a rescheduling that is reasonably necessary.

Liability, Damage and Claims

You should notify us of any damage or complaint as soon as reasonably possible, and in any event within 24 hours of the service where the issue is visible on completion. This allows us to inspect the matter promptly and, where appropriate, to investigate, rectify, or refer the claim to our insurer. Claims made after a significant delay may be more difficult to verify and may not be accepted if the opportunity to inspect has passed.

To the fullest extent permitted by law, our total liability for any claim arising from a booking will be limited to the amount paid or payable for the specific service giving rise to the claim. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. This limitation applies to Queenspark cleaning bookings and related work unless a different written agreement has been made.

Property, Valuables and Access

Before the team begins, you should remove or secure cash, jewellery, important documents, keys, small electronic items, and other valuables. If any item is left in a visible or accessible place, we will handle it with reasonable care, but we do not accept responsibility for loss arising from items left unsecured unless loss is caused by our proven negligence. We may decline to clean around items that appear fragile or unstable.

If we are provided with keys, fobs, alarm codes, or other access methods, you remain responsible for ensuring they work correctly and for informing us of any special entry procedures. We will take reasonable steps to safeguard access items, but we are not liable for losses caused by inaccurate instructions or faulty security systems. Any spare keys or access devices held by us will only be used for the booked service or any later arrangement that you authorise.

Any damage notice, key issue, or access problem should be raised immediately so it can be investigated. In some cases, we may require photographs, invoices, or other evidence to assess a claim. If we agree to carry out a repair or replacement, that decision does not constitute an admission of liability unless we expressly state otherwise.

Waste Regulations and Disposal

During or after cleaning, our team may collect non-hazardous waste such as dust, packaging, and general debris generated as part of the agreed service. Disposal will be limited to normal household or commercial waste handling practices and only where this is reasonably associated with the cleaning work. We will not remove prohibited, hazardous, clinical, asbestos-related, chemical, or specialist regulated waste unless expressly agreed in writing and legally permitted to do so.

Customers are responsible for informing us if the property contains waste requiring special handling, including sharp objects, needles, bodily fluids, mould contamination, or substances that may present a risk to health or the environment. Where such items are present, we may refuse to handle them and may end the booking if the work becomes unsafe. Any costs arising from undisclosed hazardous material or waste may be charged to you.

We will comply with applicable UK waste legislation, environmental rules, and duty-of-care requirements relevant to the service we provide. If waste must be removed under a separate arrangement, you must ensure that all legal obligations are met and that any necessary permits, storage, transport, or disposal approvals are in place. Queenspark cleaners do not assume responsibility for waste produced by third parties or for items left in contravention of legal disposal rules.

Complaints, Standards and Service Adjustments

If you believe the service has not been completed as agreed, you should notify us promptly so we can review the issue. We may ask for photographs, a description of the concern, or access to the property to inspect the matter. Where appropriate, we may return to rectify a genuine service failure within a reasonable time. This is usually the first remedy offered before any other claim is considered.

Minor variations in cleaning appearance can occur because of surface type, staining, pre-existing wear, or limitations in the condition of the property. For example, some marks may be permanent, some odours may require specialist treatment, and some materials may react differently to standard cleaning products. We do not guarantee restoration to a brand-new condition unless this has been expressly agreed in writing.

Any adjustment, re-clean, or partial refund will be assessed fairly, taking into account the nature of the complaint, the work completed, and whether the issue was caused by our service or by pre-existing conditions. Decisions made under this clause do not affect your statutory rights as a consumer where those rights apply.

Force Majeure and Suspension of Service

We are not liable for delays or failures caused by events outside our reasonable control, including severe weather, accidents, transport disruption, utility failures, public health restrictions, industrial action, or emergencies affecting staff or premises. In such circumstances, we may suspend, postpone, or adjust the service without incurring liability for any indirect losses. We will always try to communicate changes as early as possible.

Where service is suspended due to non-payment, unsafe conditions, lack of access, or customer breach, we may withhold performance until the issue is resolved. If the problem continues, we may treat the booking as cancelled by you and apply the relevant cancellation charges. Repeated suspension may also affect future availability and booking priority.

Nothing in this section prevents us from choosing, at our discretion, to offer a goodwill reschedule or other accommodation. Any such decision will be made on a case-by-case basis and will not create a binding precedent for later bookings.

Governing Law and General Terms

If any provision of these terms is held invalid or unenforceable, that provision will be interpreted as narrowly as necessary or severed so far as permitted, and the remaining provisions will continue in full force. No failure or delay by us in enforcing any right under these terms shall be treated as a waiver of that right. The headings in this document are for convenience only and do not affect interpretation.

By booking a service with Queenspark cleaners, you confirm that you have authority to agree to these terms on behalf of yourself and, where relevant, the property owner or managing party. These terms form the full agreement between you and us regarding the booking, unless a separate written contract states otherwise. They are intended to provide a clear and balanced framework for safe, lawful, and reliable cleaning services throughout the UK.