These terms apply to every clean booked with Quy Fen Cleaning, whether you book online, by phone or by email. By ticking the box when you book, you’re agreeing to them. We’ve kept them as plain and short as we can. If anything’s unclear, call us on 01223 625343 or email quyfencleaning@gmail.com.

Last updated: 1 October 2026

1. Who we are

Quy Fen Cleaning is based in Stow cum Quy, Cambridgeshire, and cleans homes across Cambridge, Newmarket and the surrounding villages. Your cleans are carried out by experienced, self-employed cleaners who work with us. We take your booking, match you with a cleaner, deal with payment and handle any questions or problems, so you only ever need to talk to us. Quy Fen Cleaning is fully insured, including public liability insurance.

2. Booking and prices

Your price is based on the details you give us when you book (service, bedrooms, bathrooms and any extras). Please make sure they’re accurate.
If the home is much larger, or in a much worse condition, than described, your cleaner will let us know. We’ll contact you before charging anything extra. If you’d rather not pay more, the cleaner will focus on the areas you choose within the time booked.
Regular cleans (weekly, fortnightly or every 4 weeks) get the discount shown when you book. If you change to a less frequent schedule, the price for that frequency applies.
Arrival times are a window, not an exact time, because traffic and earlier jobs can run over. We’ll let you know if we’re running late.

3. Payment

We take your card details securely when you book. We don’t store full card numbers ourselves. Payments are handled by our booking system’s payment provider.
Your card is only charged once your clean has been completed, never in advance. Regular cleans are charged after each visit.
If a payment fails, we’ll get in touch. We may pause future bookings until the balance is paid.

4. Cancelling or changing a booking

48 hours’ notice or more: cancel or reschedule free of charge.
Less than 48 hours’ notice: we charge 50% of the clean price.
Same-day cancellation, or we can’t get in (no one home, no key, wrong code or an unsafe property): we charge the full price, because your cleaner has kept the slot free and travelled to you.
To cancel or change a booking, use the link in your confirmation email, or call or email us.
If we ever need to cancel (for example, if a cleaner is ill), we’ll tell you as soon as we can and offer a new time. You won’t be charged for a clean that doesn’t happen.

5. Access, keys and pets

Please make sure we can get in at the booked time. If you won’t be home, tell us how to get in when you book.
Keys and entry codes are kept securely, used only for your cleans, and returned when you ask or when cleans end.
If you have an alarm, please give us clear instructions. We can’t be responsible for false call-outs caused by wrong codes.
Please tell us about pets. We’re happy to clean around them, but please keep any nervous or unpredictable animals in a separate room.

6. What we need from you

Running water, electricity and heating so the cleaner can work properly.
Please put away valuables, cash, jewellery and anything fragile or sentimental you’d rather we didn’t handle.
Tell us about any surfaces or items that need special care (for example natural stone, antiques or delicate fabrics) before the clean.
Our cleaners bring all their own cleaning products and equipment, including a vacuum. If you’d prefer us to use your own products (for example because of allergies or special surfaces), just let us know.

7. What we don’t do

For safety reasons, our cleaners won’t: move heavy furniture or appliances; climb above a two-step stepladder; clean outside windows above ground floor; handle bodily fluids, mould remediation, pest infestations or biohazards; or lift anything over 15kg. If a home isn’t safe to work in, the cleaner may leave. In that case the late cancellation charge in section 4 may apply.

8. Our happiness guarantee

If something on your checklist was missed, tell us within 48 hours of the clean, with photos if you can. We’ll send a cleaner back to re-clean those areas free of charge. Your cleaner may also take before and after photos to help with this. This guarantee covers the areas that were part of your booked clean. It isn’t a cash refund unless we’re unable to put things right.

End of tenancy cleans: we clean to a high standard and follow a detailed checklist. However, we can’t guarantee your full deposit back, because landlords and agents also look at things outside our control, such as wear and tear, damage and the condition of the property at check-in. If your agent raises a cleaning issue that we covered, send it to us within 48 hours of the clean and we’ll come back and fix it free of charge.

9. Breakages and damage

Our cleaners take great care, but accidents can happen. We hold public liability insurance for peace of mind. If anything is damaged during a clean, please tell us within 48 hours. We’ll look into it and put things right fairly, including through our insurance where appropriate. We aren’t responsible for damage caused by items that were already faulty, broken or not fixed properly, by normal wear and tear, or by following your instructions on how to clean something.

10. Our cleaners

The cleaners who work with Quy Fen Cleaning are introduced to you through us. If you’d like to hire a cleaner you met through us directly, outside Quy Fen Cleaning, within 6 months of your last clean, please talk to us first, as an introduction fee may apply. Please treat our cleaners with respect. We may end a booking if a cleaner is treated abusively or asked to work somewhere unsafe.

11. Complaints

If you’re unhappy with anything, call 01223 625343 or email quyfencleaning@gmail.com. Karl, the owner, will deal with it personally and aim to reply within 2 working days.

12. Your privacy

We collect your name, contact details, address, access instructions and booking history so that we can provide your cleans, take payment and keep in touch about your bookings. We share these details only with the cleaner doing your clean and with the services we use to run bookings and payments. We never sell your data. We keep your records while you’re a customer and for up to 6 years afterwards for accounting and legal reasons. You can ask to see, correct or delete your data at any time by emailing quyfencleaning@gmail.com. If you’re not happy with how we handle your data, you can complain to the Information Commissioner’s Office (ico.org.uk). See also our Privacy Policy.

13. Your legal rights and the law

Nothing in these terms affects your legal rights as a consumer under the Consumer Rights Act 2015. That includes your right to services carried out with reasonable care and skill. If you book more than 14 days ahead, you have 14 days to cancel free of charge. By asking us to clean within those 14 days, you agree that the cancellation charges in section 4 apply instead. These terms are governed by the law of England and Wales. We may update them from time to time, and the version on this page when you book is the one that applies.