Terms and Conditions

By booking any of Cleaning Queen Ltd’s services, either through our website’s booking form, e-mail, text or phone, the Client (customer, you) and the company (the agency, us) agrees to be bound to these Terms and Conditions.
Any part of these Terms and Conditions may be changed at any time by the company without notice. You are advised to read them before entering into an agreement with Cleaning Queen Ltd (us) and regularly afterward and agree to be bound to the current version. Last update 15/02/24.

Cleaning Services

Cleaning Queen Ltd acts as an introduction agency between the client and the cleaner. Cleaning Queen Ltd agrees to provide handpicked, DBS checked, and insured cleaners to carry out internal cleaning services. The cleaner is under the clients supervision, control and supervision. The cleaner is self-employed.

Cleaners must pass our vetting procedure prior to being offered cleaning work on behalf of Cleaning Queen Ltd’s clients.

Cleaning Queen Ltd provides cleaners for regular and one off cleaning services on condition that the Client engages a cleaner for a minimum of 2 hours per visit unless prior agreed.

The Client understands and agrees that the quoted price includes cleaning and ironing labour only.

Bookings made through our instant booking form are not confirmed until our office have contacted you to confirm. Bookings are subject to availability in your area. Please book at least 48 hours ahead.

Any estimate given initially is based on the average time it takes to clean a home similar to the customer's size, yet the Client understands and agrees that a degree of flexibility may be required as, without an inspection of the premises, a completely precise quote cannot be provided. We will not extend the original timescale agreed without your permission first.

Occasionally your cleaner may take before and after photos of any cleaning they would like to share with Cleaning Queen Ltd. These may be used by Cleaning Queen Ltd to give praise to the cleaner and may be used on our social media if they are suitable. We encourage photos to be close up’s and may crop these where required. We do not name whose property the photos have been taken at. If you do not agree to photos being taken please inform our office staff.

By providing your contact details to Cleaning Queen Ltd we may contact you with our monthly newsletters and special promotions. If you do not wish to receive these please inform our office staff and/or unsubscribe from any email newsletter received.

Ironing Services:

Cleaning Queen Ltd acts as an introduction agency between the client and the ironer. Cleaning Queen Ltd agrees to provide handpicked, DBS checked, and insured ironers to carry out ironing services in the ironers own premises. The ironer is self-employed.

Ironers must pass our vetting procedure prior to being offered cleaning work on behalf of Cleaning Queen Ltd’s clients.

Cleaning Queen Ltd provides ironers for regular and one off ironing services.

The Client understands and agrees that the quoted price includes collection, ironing per level basket and delivery within 48 hours (weekends not included) or as prior agreed subject to circumstances out of our control.

If the client requests ironing is delivered to a safe place then it is their responsibility to ensure it is a weather/pet proof place.

Cleaning Queen Ltd does not supply plastic covers.

The client must provide hangers for any items they would like hanging and specify which items.

Cleaning Queen Ltd is unable to iron any “Dry clean only” items nor items that are stained or damaged to avoid any misunderstanding.

Bookings made through our instant booking form are not confirmed until our office have contacted you to confirm. Bookings are subject to availability in your area. Please book at least 48 hours working hours ahead.

By providing your contact details to Cleaning Queen Ltd we may contact you with our monthly newsletters and special promotions. If you do not wish to receive these please inform our office staff and/or unsubscribe from any email newsletter received.

Gift Certificates:

Gift certificates are valid for use within 6 months from the date of issue (Date specified on the gift certificate)

Bookings are subject to availability and every attempt will be made to arrange the service selected for the preferred date, although where not possible we will provide all options to meet requirements.

If unavoidable changes are required, we will make you aware at the earliest opportunity and provide alternative options to rebook.

The certificate may be redeemed for the following services against the hours purchased and shown on the gift certificate - Regular weekly/fortnightly clean (within the hours specified), One off Clean (within the hours specified).

Once purchased, this certificate is non-refundable and has no cash value.

This Gift Certificate is to be used only by the individual to whom it is issued.

We are not liable for any certificates that are lost, stolen, destroyed, or used without permission.

Any unused balance will not be returned or credited.

If the purchase value exceeds the amount of the gift certificate, the remaining balance must be paid by another form of payment.

No cashback will be given if the purchase amount is less than the value of the gift certificate.

The Gift Certificate cannot be used in conjunction with any other promotional offers or discounts.

This certificate cannot be used to purchase sale items or gift cards.

Cleaning Queen Ltd reserves the right to cancel this certificate if necessary due to circumstances beyond our control.

Cleaning Queen Ltd reserves the right to cancel any Gift Certificate obtained fraudulently.

We reserve the right to cancel this certificate for any misuse or violation of terms.

Cleaning Queen Ltd can change the terms and conditions of the Gift Certificate at any time without prior notice.

Terms and conditions of this certificate are subject to change and are available on our website.

For any queries related to this Gift Certificate, contact our support team at info@cleaningqueenltd.co.uk or call Cambridgeshire Branch: 01733 639079

Norfolk Branch: 01603 339098

This Gift Certificate will expire as stated on the certificate.

Refer to the expiry date mentioned on the Gift Certificate; post the expiration date, redemption will not be possible.

This Gift Certificate is solely for the purchase of goods and services, and it is not redeemable for cash or allowable for cash withdrawal.

Payments/Refunds

Cleaning services: Cleaning Queen Ltd’s fees are £4.75 plus VAT per hour per cleaner. Cleaning Queen Ltd’s fee covers full insurance and our running, management, recruitment and admin costs.
Your cleaners fee (the remainder of the total hourly rate) is strictly to be paid on the day of your clean by BACS or cash. We and the cleaners do not accept cheque payments. If you require an invoice/receipt from your cleaner also please let them know.

Cleaning Queen Ltd’s fee will be due for the Client to pay monthly in advance on the 1^st of every month. Cleaning Queen Ltd will invoice the Client via email. Our fee is paid as an average amount monthly over the year to enable it to be the same amount each month. This way it’s easier for our clients to set up a standing order. Alternatively, you can set up a direct debit by filling in the direct debit mandate form sent along with your invoice or pay via BACS. We do recommend setting up a standing order or direct debit to avoid late payments. If commencing part way through a month your first payment will be prorated for the remaining of the month and invoiced via email on the day of your first clean then monthly from the next month.

A 20% administration fee of the total amount due may be applied on delayed payments, if not received within 7 days of the date on your invoice, whether it is a hard copy or electronically sent copy. We hold the right to suspend cleaning services if we do not receive either our agency fee or the cleaners fee within 7 days. If the amount remains unpaid 30 days after its due date, an additional 5% administration fee on the total amassed amount will be added for each month of delay. Cleaning Queen Ltd has the right to collect its debts by any legal means; any fees and charges occurring from such a process shall be undertaken by the Client. Cleaning Queen Ltd reserves the right to undertake legal procedures if a payment has not been received two months after its issue date.

Ironing services: Cleaning Queen Ltd’s fees are £18.00 per level basket plus VAT. You will receive an invoice via email on your collection day. This is due to be paid on collection day via BACS using our bank details on the invoice. Unless prior alternative arrangements have been agreed with the office.

Claims/Complaints

Cleaning Queen Ltd has Public Liability insurance which covers cleaners/ironers working on behalf of us. There is an £250 excess to be paid by the Client on each claim made. The Client understands and accepts that poor service, breakage/damage or theft must be reported within 24 hours after the service has been completed. Failure to do so will entitle the Client to nothing.

  If the Client is not completely satisfied with the cleaning or ironing service, s/he must contact Cleaning Queen Ltd within 24 hours after the completion of the service. Cleaning Queen Ltd will not consider any complaints which are reported after 24 hours from the service completion unless a good reason is being given for such delay. In the event of a complaint the Client agrees to allow Cleaning Queen Ltd to send a cleaner back to the Client’s premises to re-clean any areas and items to the client's satisfaction at no extra charge.

If the customer has arranged an inventory check then it must be scheduled within 24 hours after the cleaning job has been carried out; in this case the client agrees that the cleaned premises will not be used in the meantime or that any used parts of the property will be considered when the inspection is carried out.
Fragile and breakable items, also highly valuable assets in the premises must be removed or secured. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
 
Cleaning Queen Ltd reserves the right not to be responsible for: delay of a cleaning visit due to traffic congestion or broken equipment, cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, not being able to complete a cleaning service or the cleaning taking longer than initially quoted due to the lack of hot water and/or electricity - the Client is obliged to provide access to hot water and electricity throughout the cleaning process; third party entering or present at the customer's premises obstructing the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using cleaning materials and equipment provided by the customer or standard cleaning detergents and equipment; any damages caused by a faulty or not in full working order materials/equipment provided by the customer; not being able to remove dirt/grease that has been ingrained in appliances and furniture over a long period of time, using standard cleaning materials and equipment; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Cleaning Queen Ltd.

Insurance cover excludes anything that might break down or stop working at any time, such as: kitchen appliances – dishwashers, washing machines, cookers, fridges, freezers etc and any other item of which instability the Client is already aware or for which instability the cleaners have found out in the process of cleaning, such as bathroom appliances and fixtures – mirrors, shower doors and screens, taps, toilet bowls and tops, bath tubes etc; other items such as doors, framework, tables, shelves, vacuum cleaners. The Client is obliged to notify the agency or the cleaner about appliances which are poorly fixed or not in full working order in order to prevent accidents.

A receipt of purchase of the damaged item is demanded in case a Client claims damages. Not well fixed or not secured damaged items will be considered on site. The Client must have a proof that the cleaner is responsible for the damage otherwise the claim will be treated as false and will not be considered.

Cancellation/Termination

The Client may cancel a cleaning/ironing visit/s by giving at least 48 hours advanced notice to Cleaning Queen Ltd. The Client may terminate the whole service by giving a months advanced notice via email and specifying the last cleaning date. The Client agrees to pay the agency fee even if they have cancelled a clean, this is due to our costs continuing at the same amount. If your cleaner is unable to attend a clean and we are able to offer a cover cleaner or alternative date the agency fee is still payable even if this is turned down. If we are unable to offer a cover cleaner or alternative date then the agency fee for this date will be refunded to you.

The Client agrees to pay the full price of the cleaning visit including the cleaners fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with the customer's keys. If keys are provided they must open the lock without any special efforts or skills.

The Client agrees to pay the full price of one cleaning visit consisting of our agency fee and the cleaners fee in case of a termination of the service if the Client has given less than 24 hours notice in advance.

Cleaning Queen Ltd reserves the right to cancel or re-schedule any arranged cleaning/ironing visit at any time. In an event of a cleaning/ironing visit being cancelled by us and us not being able to offer an alternative cleaner/day/time, Cleaning Queen Ltd will refund any payments received by the Client for that date. In an event of a re-scheduled cleaning visit, all paying arrangements will proceed as usual.

 Cleaning Queen Ltd reserves the right to terminate any services provided with immediate effect if the Client breaches any part of these terms and conditions.

The Client agrees that after the cancellation of the whole cleaning service provided by Cleaning Queen Ltd and after terminating the working relations with the agency, s/he will not use any cleaning services provided by or hire a present or past cleaner introduced to the Client by Cleaning Queen Ltd. If the Client does wish to hire a cleaner or use cleaning services provided by such a cleaner then the Client must pay a referral fee of £500 to Cleaning Queen Ltd.

This agreement shall be governed by the laws of England and Wales. Therefore any English and Welsh court shall have exclusive jurisdiction to adjudicate any dispute which may arise out of any provision of this agreement.
If any part of this agreement is determined to be invalid or unenforceable pursuant to applicable law, then the invalid or unenforceable provision will be superseded by a valid, enforceable provision which most closely matches the intent of the original provision and in any event the remainder of the agreement shall continue in effect.