Queenspark Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Queenspark Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order for any Queenspark cleaning service. If anything in these terms is unclear, the customer should request clarification before the service begins.

These terms are designed to protect both the customer and Queenspark Cleaner, while keeping the service straightforward and transparent. They apply to all standard cleaning appointments, one-off services, recurring visits, end-of-tenancy cleans, deep cleaning, and any additional services that may be agreed in writing. Any variation must be confirmed in advance and may be subject to revised charges or scheduling conditions.

For the purposes of these terms, “customer” means the person or business requesting the service, and “service” means any cleaning work undertaken by Queenspark Cleaner or its authorised cleaners. A booking may be made by phone, email, online form, written request, or any other method offered from time to time. The service provided will depend on the information supplied by the customer at the time of booking.

1. Booking Process

All Queenspark Cleaner bookings are subject to availability and acceptance. A booking is not confirmed until the customer receives acknowledgement and, where required, a deposit request or other confirmation of acceptance. We may ask for property details, preferred dates, access arrangements, cleaning priorities, and any known issues that could affect the service. The customer is responsible for ensuring that all information provided is accurate and complete.

Booking requests should clearly state the type of cleaning required, the approximate size or condition of the property, and any special instructions. If the customer requests a service that differs from the original description after booking has been confirmed, Queenspark Cleaner may revise the quotation, reschedule the appointment, or decline the amended work if it cannot reasonably be delivered. Any change to the scope of service may also affect the duration of the appointment.

Access to the property must be arranged by the customer. If entry is not possible at the agreed time due to incorrect instructions, missing keys, security restrictions, or any other issue caused by the customer, the visit may be treated as a late cancellation or failed appointment. In such cases, the customer may still be charged in full or partially, depending on the circumstances and the work already committed to the booking.

The customer must ensure that the property is reasonably ready for cleaning on arrival. Valuable, fragile, hazardous, or highly personal items should be secured or removed before the appointment begins. Queenspark Cleaner will take reasonable care while working, but the customer remains responsible for identifying items or areas that require special handling. If a task is requested that involves unusual risk, the cleaner may decline it or proceed only at the customer’s direction and risk, subject to applicable law.

2. Payments and Charges

Prices are normally based on the nature of the work, estimated time required, size and condition of the property, and any additional materials or equipment needed. Unless stated otherwise, quotations are estimates and may be adjusted if the actual circumstances materially differ from the details originally supplied. Queenspark cleaning services may also be subject to minimum charges, call-out fees, or additional charges for urgent bookings, weekend work, or heavily soiled areas.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, but Queenspark Cleaner may require advance payment or a deposit for certain appointments, recurring arrangements, or higher-value work. Accepted payment methods may include bank transfer, card payment, or another method agreed in advance. The customer must pay all invoices within the stated period. Late payment may result in suspension of future services and recovery of reasonable administrative or debt collection costs where permitted by law.

Any complaint about pricing or invoice accuracy should be raised promptly and in writing. The customer must not withhold payment for undisputed amounts without a valid reason. If a refund is justified, it will normally relate only to the specific portion of work not carried out as agreed, or to an overcharge that has been verified. Nothing in these terms limits rights that cannot lawfully be excluded under UK consumer law.

3. Cancellations and Rescheduling

Customers may cancel or reschedule a booking, but notice must be given within a reasonable period. Unless otherwise agreed, at least 24 hours’ notice is preferred for standard appointments, and longer notice may be required for larger or specialist jobs. If notice is not provided in time, Queenspark Cleaner may charge a cancellation fee or the full service fee where the appointment has been reserved and the cleaner is unable to take other work in its place.

For recurring cleaning arrangements, repeated late cancellations, repeated no-access incidents, or frequent changes to the schedule may lead to suspension or termination of the service. If Queenspark Cleaner must cancel or reschedule due to illness, adverse conditions, transport problems, equipment failure, or any other reasonable cause, we will aim to give notice as early as possible and offer an alternative date. Any liability for inconvenience will be limited as set out in these terms and to the extent allowed by law.

Where the customer is entitled to a refund following cancellation by us, the refund will be limited to any amount already paid for the relevant booking, less any non-recoverable costs incurred where lawful. We are not responsible for indirect losses arising from rescheduling, including missed appointments, inconvenience, or loss of opportunity, except where such exclusion is prohibited by law.

4. Service Standards and Customer Responsibilities

Queenspark Cleaner will provide services with reasonable care and skill, using appropriate methods and reasonable diligence. The exact results achievable will depend on the condition of the property, the materials involved, and the time available. Certain stains, marks, limescale, odours, wear, or pre-existing damage may not be fully removable. We do not guarantee restoration of surfaces to a like-new condition unless this has been specifically agreed in writing and is realistically achievable.

The customer must provide a safe working environment. This includes safe access, adequate lighting, water, electricity where required, and notice of any risks such as exposed wiring, broken fixtures, aggressive animals, biohazards, or hazardous substances. The customer must tell us in advance about any areas that should not be cleaned or any products that must not be used. If the property contains unsafe conditions, the cleaner may stop work until the issue is resolved or may leave the property if continued work would be unsafe.

If keys, alarm codes, fobs, or access devices are entrusted to Queenspark Cleaner, they will be handled responsibly and used only for the purpose of providing the booked service. The customer remains responsible for checking that access arrangements are correct. We are not liable for delays caused by faulty locks, alarm failures, loss of access instructions supplied by the customer, or third-party restrictions beyond our control.

5. Liability and Insurance

Queenspark Cleaner accepts responsibility for losses or damage caused directly by our proven negligence, subject to these terms and the limits imposed by law. We will not be liable for pre-existing damage, normal wear and tear, hidden defects, structural weaknesses, defective fittings, or damage caused by items that were unstable, improperly installed, or unsuitable for cleaning. The customer should report any issue as soon as reasonably possible after the service.

To help assess a claim, the customer must allow reasonable access to inspect the alleged damage and must retain any relevant evidence. Claims should be raised promptly, and in any event within a reasonable period after the event. We may ask for photographs, purchase information, or other supporting details. If a claim is accepted, our remedy may be repair, replacement, re-performance of the service, or compensation up to the amount reasonably attributable to the loss, subject to applicable law.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded in the UK. Subject to that, our total liability for any single booking or series of related bookings will not exceed the amount paid or payable for the relevant service, except where a different limit is required by law.

6. Waste Regulations and Disposal

Waste handling is an important part of responsible cleaning, and both parties must comply with applicable UK waste regulations. Queenspark Cleaner will not remove controlled, hazardous, clinical, chemical, asbestos-containing, or otherwise regulated waste unless this has been expressly agreed in writing and can be lawfully handled. The customer must not ask cleaners to dispose of waste in a manner that would breach environmental or local authority rules.

General waste generated during cleaning, such as packaging, vacuum contents, and ordinary household debris, may be collected and bagged where this forms part of the service. However, final disposal remains subject to the customer’s arrangements unless we have clearly agreed to remove waste as a separate service. The customer is responsible for arranging lawful disposal of items that require special treatment, including electrical items, sharp objects, paint, solvents, bodily fluids, or contaminated materials.

If the customer asks Queenspark Cleaner to dispose of items on their behalf, the customer confirms that those items are not prohibited, hazardous, or unlawfully discarded. We may refuse to handle any waste that appears unsafe or non-compliant. Where waste removal is included, it will be carried out in a lawful and environmentally responsible manner. The customer indemnifies us against losses resulting from inaccurate descriptions of waste, unlawful disposal instructions, or failure to disclose the presence of restricted materials.

7. Complaints, Force Majeure, and Termination

If the customer is dissatisfied with any aspect of the service, they should notify Queenspark Cleaner within a reasonable time and provide full details of the issue. We will review the matter in good faith and may offer a re-clean or other appropriate remedy where reasonable. Complaints do not automatically justify refusal to pay for work properly completed, nor do they permit unilateral deductions unless agreed or legally permitted.

We will not be responsible for delays or failure to perform caused by events beyond our reasonable control, including severe weather, road closures, public transport disruption, utility failures, strikes, illness, accidents, government restrictions, or emergency situations. If such an event occurs, the affected obligations will be suspended for the duration of the event. Where the disruption continues for an extended period, either party may cancel the affected booking without liability for further performance, subject to any payments already due for work completed.

We may terminate or suspend services immediately if the customer breaches these terms, provides false information, fails to pay, creates an unsafe environment, behaves abusively, or otherwise makes performance impractical. If termination occurs, the customer remains liable for all charges accrued up to the termination date. These Terms and Conditions may also be updated from time to time, and the version in force at the time of booking will normally apply unless a change is required by law.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. Where the service is provided elsewhere in the UK, any mandatory consumer protections or statutory rights applicable in that jurisdiction will still apply.

Both parties agree that any dispute should first be addressed through good-faith discussions and reasonable attempts to resolve the matter informally. If a dispute cannot be settled, the courts of England and Wales shall have jurisdiction, except where consumer law provides otherwise. These terms are intended to operate alongside statutory rights, not replace them.

This document forms the full basis of the agreement between the customer and Queenspark Cleaner for the services described, unless a separate written contract states otherwise. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these Queenspark Cleaner terms.