Queen's Park Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Queen's Park Cleaners provides cleaning services to residential and commercial customers within its service area in the United Kingdom. By booking or using any of our services you agree to be bound by these Terms and Conditions.

If you do not agree with any part of these Terms and Conditions you should not book or use our services. We recommend that you read this document carefully before confirming a booking and retain a copy for your records.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the individual or organisation booking or receiving the services.

Company means Queen's Park Cleaners, the cleaning services provider.

Services means any cleaning or related services supplied by the Company to the Client, whether one-off or recurring.

Service Area means the locations within the United Kingdom that the Company chooses to serve from time to time.

Booking means a confirmed request by the Client for Services on a particular date and time.

Cleaner means any employee, worker, contractor or representative engaged by the Company to deliver the Services.

2. Scope of Services

The Company provides a range of domestic and commercial cleaning services within its Service Area. These may include regular cleaning, deep cleaning, end of tenancy cleaning, move-in or move-out cleaning, carpet and upholstery cleaning, and other related services as advertised or agreed with the Client.

The specific scope of work for each Booking will be agreed between the Company and the Client in advance. This may be set out in a written quotation, service description or booking confirmation. The Client is responsible for ensuring that the agreed Services and any priorities are clearly communicated to the Company before the Cleaner begins work.

The Company reserves the right to make reasonable adjustments to the Services where necessary for health and safety reasons, operational requirements or to comply with applicable laws and regulations.

3. Booking Process

3.1 Bookings can be made through the Company's chosen booking channels. The Client must provide accurate information including full name, service address, type of property, requested Services, preferred dates and times, and any relevant access or parking information.

3.2 A Booking is only confirmed when the Company has accepted the request, agreed the date, time and price with the Client, and issued a booking confirmation. The Company may refuse any Booking at its sole discretion, including where the requested service lies outside the Service Area or capacity is not available.

3.3 For certain Services, the Company may offer an estimated duration or price range based on the information provided by the Client. If, on arrival, the Cleaner finds that the condition, size or content of the property differs materially from the description given, the Company may revise the price, scope of work or time estimate. Any changes will be discussed with the Client before work proceeds, where reasonably possible.

3.4 The Client must ensure that someone with authority to grant access and approve the work is present at the property at the start of the Booking, unless otherwise agreed in advance. Where keys or access codes are supplied, the Client confirms they have the right to grant such access and will notify the Company immediately of any change required.

4. Prices and Quotations

4.1 All prices are stated in pounds sterling and are inclusive or exclusive of applicable taxes as clearly indicated by the Company. The Company reserves the right to change its pricing from time to time. The price applicable to a Booking will be confirmed at the time of booking.

4.2 Quotations are based on the information provided by the Client and on typical conditions. They are valid for a limited period as specified by the Company. If work has not commenced within that period, the Company may issue an updated quotation.

4.3 Where Services are charged on an hourly basis, the minimum booking time will be clearly communicated. Any additional time required to complete the agreed tasks may be subject to further charges, which will be agreed with the Client where reasonably possible.

5. Payments

5.1 The Client agrees to pay all charges for the Services in accordance with the price and payment terms confirmed by the Company. Payment methods accepted by the Company will be notified to the Client during the booking process.

5.2 Unless otherwise agreed in writing, payment is due either in advance of the Booking or on the day the Services are provided. For recurring or contract services, the Company may issue invoices on a weekly, fortnightly or monthly basis, payable within the timescale stated on the invoice.

5.3 If payment is not received by the due date, the Company reserves the right to suspend or cancel current or future Bookings and to charge interest on overdue amounts at the statutory rate, together with any reasonable costs incurred in recovering the debt.

5.4 The Client is not entitled to make any deduction, set-off or counterclaim against any amounts due to the Company, unless such deduction has been agreed in writing by the Company or is required by law.

6. Cancellations, Rescheduling and Access

6.1 The Client may cancel or reschedule a Booking by giving the notice required by the Company. The standard minimum notice period for cancellation or rescheduling is 24 hours before the scheduled start time, unless otherwise agreed for particular services or contracts.

6.2 If the Client cancels or reschedules a Booking with less than the minimum notice, the Company may charge a late cancellation fee, which may be up to the full value of the Booking, to compensate for the reserved time and operational costs.

6.3 If the Cleaner arrives at the property and is unable to gain access, or is prevented from carrying out the Services for reasons beyond the Company's control, this will be treated as a late cancellation by the Client, and a call-out or cancellation fee may apply.

6.4 The Company may cancel or reschedule a Booking where necessary due to circumstances beyond its reasonable control, including but not limited to illness, severe weather, transport disruption, safety concerns, or inability to allocate a suitable Cleaner. The Company will notify the Client as soon as reasonably practicable and will offer an alternative date or, where the Client has pre-paid, a refund for the unused portion of the Services.

7. Client Obligations

7.1 The Client agrees to provide a safe working environment for the Cleaner, including adequate lighting, heating, ventilation and access to water and electrical power as reasonably required to perform the Services.

7.2 The Client must inform the Company of any health and safety risks, hazards, restricted areas, fragile items or special instructions before the start of the Booking. This includes any areas or items that require particular care or that should not be cleaned.

7.3 The Client is responsible for ensuring that children, pets and other occupants are supervised and kept clear of the areas where the Cleaner is working, so that the Services can be delivered safely and efficiently.

7.4 The Client agrees not to directly engage, employ or offer work to any Cleaner introduced by the Company for a period of 12 months following the last service date, without the Company's prior written consent. If this clause is breached, the Company may charge a reasonable introduction or recruitment fee.

8. Quality, Complaints and Rectification

8.1 The Company aims to provide Services to a professional standard. If the Client is not satisfied with any aspect of the Services, they should notify the Company as soon as possible, and in any event within 24 hours of completion of the Booking.

8.2 Where a complaint is made within this timescale and is justified, the Company will arrange for the relevant area to be re-cleaned or will offer another reasonable form of rectification. This will normally be provided without additional charge, provided the Client has given the Cleaner a fair opportunity to access and inspect the issue.

8.3 The Company is not obliged to provide a refund where a reasonable opportunity for re-clean or rectification has been offered and refused by the Client.

9. Liability and Insurance

9.1 The Company maintains appropriate public liability insurance for the Services it provides. A summary of cover is available on request. The Client is responsible for maintaining buildings and contents insurance for their own property.

9.2 While every reasonable care is taken, the Company cannot accept liability for wear, deterioration or existing damage to surfaces, furnishings or items, or for damage that arises from defects, instability or poor condition of the property or, for example, loose fittings, faulty appliances or fragile materials.

9.3 The Company will not be liable for any loss or damage that is not reasonably foreseeable, for any loss of profit, business, revenue or goodwill, or for any indirect or consequential losses suffered by the Client.

9.4 The Company's total aggregate liability for any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total price paid by the Client for the specific Booking to which the claim relates, except where liability cannot be limited under applicable law.

9.5 Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot lawfully be limited or excluded under UK law.

10. Damage, Loss and Key Security

10.1 Any alleged damage or loss must be reported to the Company as soon as reasonably practicable, and in any event within 24 hours of the relevant Booking. The Client must provide details, evidence and reasonable access for investigation.

10.2 Where the Company holds keys or access codes for the Client's property, these will be stored and handled with reasonable care and in line with the Company's internal security procedures. The Client must inform the Company promptly if keys or codes need to be changed for any reason.

10.3 The Company will not be responsible for any cash, jewellery or other valuables that have not been secured by the Client. Clients are advised to safely store such items prior to the visit.

11. Cleaning Products, Equipment and Health and Safety

11.1 The Company may use its own cleaning products and equipment, or may use products and equipment supplied by the Client, as agreed at the time of booking. Where the Client provides products or equipment, the Client is responsible for ensuring they are safe, suitable and in good working order.

11.2 The Company reserves the right to refuse to use any product or equipment that it considers unsafe, unsuitable or likely to cause damage. In such cases, the Company will either use its own alternatives where available or inform the Client that certain tasks cannot be completed.

11.3 The Company will comply with applicable health and safety legislation and will take reasonable steps to protect the health and safety of its Cleaners and Clients. The Client agrees not to request or insist on the Cleaner using substances or methods that are contrary to safe working practices.

12. Waste Handling and Environmental Compliance

12.1 The Company will handle and dispose of waste in accordance with applicable UK waste and environmental regulations. This includes, where relevant, compliance with duties relating to waste transfer, segregation and safe disposal.

12.2 For most domestic and standard commercial cleaning services, general waste will be placed into the Client's existing bins or waste containers for collection by the local authority or the Client's waste contractor. The Company is not responsible for arranging external waste collection unless expressly agreed as part of the Services.

12.3 Where Services involve the removal of larger quantities of waste, bulky items or materials that may be classified as controlled or hazardous waste, this will be subject to separate agreement and may incur additional charges. The Company reserves the right to refuse to remove or transport any waste that it is not properly licensed or equipped to handle.

12.4 The Client must inform the Company in advance if any area to be cleaned contains substances or materials that could present environmental or health hazards, such as biohazardous waste, sharps, construction debris, asbestos, chemical residues or similar. The Company may refuse to clean such areas or may require additional safety measures and charges.

13. Personal Data and Privacy

13.1 The Company will collect and process personal data about Clients and their representatives for the purpose of managing bookings, delivering Services, handling payments and fulfilling its legal obligations. This may include names, contact details, service addresses and information relevant to access and service preferences.

13.2 The Company will handle personal data in accordance with applicable UK data protection laws. Personal data will be kept secure, used only for legitimate business purposes and retained for no longer than necessary.

13.3 Clients have rights in relation to their personal data, including the right to access, correct or request deletion of personal information, subject to legal limitations. Further information about how the Company processes personal data may be made available in a separate privacy notice.

14. Force Majeure

14.1 The Company shall not be liable for any delay in performing, or failure to perform, any of its obligations under these Terms and Conditions where such delay or failure is due to events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, acts of God, epidemics, strikes, transport disruption, power failures or changes in law.

14.2 In such circumstances, the Company will use reasonable efforts to notify the Client and to resume performance as soon as reasonably practicable. The Client will not be entitled to any compensation in respect of such delays or failures.

15. Variations to Terms

15.1 The Company may update or amend these Terms and Conditions from time to time, for example to reflect changes in law, industry practice or the Company's operations. The latest version will apply to new Bookings from the date it is published or notified to Clients.

15.2 Where a change materially affects existing recurring or long-term contract services, the Company will provide reasonable notice to the Client. If the Client does not accept the revised Terms and Conditions, they may cancel future services in accordance with the applicable cancellation provisions.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the Services, and replace any previous understandings, promises or agreements, whether written or oral, relating to their subject matter.