Terms and Conditions

1.1. All prices quoted (whether via website, email, phone, or written proposal) are based on the information provided by the Client at the time of booking.

1.2. Prices assume:

• accurate disclosure of property size, condition, and access
• normal domestic or commercial cleaning conditions
• no undisclosed hazards, excessive soiling, or specialist requirements

1.3. Where the actual condition, scope, or access differs materially from the information provided, HQC reserves the right to vary the price or scope before or during service delivery.

1.4. Any variation will be:

• explained to the Client
• confirmed verbally or in writing
• applied only if the Client agrees to proceed

1.5. HQC is not obliged to complete additional or materially different work without an agreed variation.

2.1. The Client must provide:

• safe access to the property at the agreed time
• working electricity and water
• clear access to areas to be cleaned

2.2. Where service is delayed or restricted due to:

• lack of access
• absence of utilities
• third-party interference
• Client-requested interruptions

HQC reserves the right to charge for time lost, waiting time, or aborted visits.

2.3. Inability to Contact Client on Arrival

2.3.1. Where HQC attends the property at the agreed time and is unable to contact the Client or their representative, HQC may proceed as follows.

2.3.2. Where the Services are being provided to a returning Client and access is available, HQC may proceed with the Services in line with the most recent agreed scope or established course of dealing, provided no material changes are apparent.

2.3.3. Where clarification is required and the Client cannot be contacted, HQC may:

• limit the Services to routine or previously agreed tasks; or
• suspend or abort the visit where proceeding would be unreasonable.

2.3.4. Where Services cannot reasonably proceed due to lack of instruction or access, the visit may be treated as an aborted visit and charged in accordance with Section 4.

2.3.5. HQC will make reasonable attempts to contact the Client and will document actions taken.

4.1. A minimum of 48 hours’ notice is required to cancel or reschedule any booking.

4.2. Where a booking is cancelled or rescheduled with less than 48 hours’ notice, or where:

• cleaners attend and are unable to proceed
• access is refused or unavailable
• conditions prevent safe completion

the visit may be treated as a late cancellation or aborted visit.

4.3. Late Cancellation and Aborted Visits

4.3.1. Where a booking is cancelled or rescheduled with less than 48 hours’ notice, HQC may charge a fee equal to the greater of £95 or 50% of the pre-tax service price, capped at the full value of the service.

4.3.2. This charge represents a genuine estimate of costs already incurred, including staffing allocation, scheduling disruption, travel preparation, and administrative time.

4.3.3. Any discretion exercised by HQC does not constitute a waiver of this policy for future bookings.

4.4. Contracted Services - Cancelled Visits

4.4.1. Where services are provided under a contracted or minimum-term agreement, cancellation of individual visits does not suspend or reduce the Client’s payment obligations under the agreement.

4.4.2. Repeated cancellation of visits may be treated as a material reduction of services and may trigger early termination provisions under Section 10.

5.1. HQC reserves the right to cancel or terminate a service where:

• conditions are unsafe or hazardous
• material information has been misrepresented
• utilities or access are unavailable
• staff are subject to abuse or discrimination
• conditions fall outside reasonable cleaning scope

5.2. In such cases, HQC may charge for work completed or time incurred.

6.1. HQC provides professional cleaning services using industry-standard methods.

6.2. HQC does not guarantee:

• removal of permanent stains
• restoration of worn or damaged surfaces
• outcomes beyond reasonable professional capability

6.3. Cleaning may make pre-existing damage, wear, or discolouration more visible.

7.1. Any issues must be reported on completion or within 72 hours.

7.2. HQC may re-attend or offer a proportionate service credit at its discretion.

7.3. Refunds are not provided except where required by law.

8.1. HQC holds appropriate public and employer’s liability insurance.

8.2. HQC is not liable for pre-existing damage, undisclosed fragile items, data loss, or exceptional-value items unless declared in writing.

8.3. Liability is limited to the value of the service provided, except where law prohibits limitation.