1. Introduction
These Terms & Conditions apply to exterior cleaning services provided by KleenViews ("we", "us" or "our") to customers ("you" or "your").
By accepting a quotation or booking our services, you agree to these terms, provided they have been made available to you before the contract is formed.
Nothing in these terms affects your statutory consumer rights.
2. Services provided
KleenViews offers exterior cleaning services, which may include:
- Residential window cleaning using water-fed pole systems.
- Conservatory roof, glass and frame cleaning.
- Fascia, soffit and uPVC cleaning.
- Gutter clearance.
- Solar panel cleaning.
- Other exterior cleaning services agreed upon in writing.
Services will be carried out according to the description provided in your quotation or booking confirmation.
Unless expressly agreed, our services do not include gutter repairs, internal window cleaning, roof repairs, removal of permanent staining or restoration of damaged surfaces.
We reserve the right to decline work where access, equipment limitations or site conditions make it unsafe or unsuitable.
3. Quotations and pricing
All quotations are based on the information available when the quotation is prepared.
Prices may take into consideration the size of the property, accessibility, condition of the surfaces, cleaning frequency and anticipated time required.
Where possible, we will provide a fixed quotation before work begins.
If the property requires substantially more work than originally anticipated, we will discuss any additional charges and obtain your agreement before carrying out additional chargeable work.
If additional work is declined, we may complete the originally agreed work where reasonably practicable or discuss alternative arrangements.
Quotations remain valid for 30 days unless otherwise stated.
We are not currently VAT registered, and VAT is not added to our prices.
4. Access to the property
Customers are responsible for providing reasonable and safe access to the areas requiring cleaning.
Please ensure that gates are unlocked, pets are secured where necessary and any obstacles that might prevent access are removed before our arrival.
Where access is unavailable, we will attempt to contact you.
If we cannot gain access, we may need to rearrange the appointment or complete only the accessible areas, subject to your agreement.
We will not enter locked areas or move heavy or valuable objects without permission.
We reserve the right to refuse access or discontinue work where conditions present an unacceptable safety risk.
5. Water and electricity
Our regular window cleaning is generally performed using a portable purified-water system.
For certain services, including conservatory cleaning and heavily soiled exterior surfaces, access to the customer's water supply or electricity may be required.
Any such requirements will be discussed before the appointment.
Where agreed access to utilities is unavailable, we may need to modify or reschedule the service.
We will take reasonable care when using customer-supplied utilities and equipment.
6. Cleaning methods and expected results
We use cleaning methods and products appropriate to the agreed service and the condition of the surfaces being cleaned.
Water-fed pole systems use purified water, and windows are generally left to dry naturally without manual drying.
Results may vary depending on the age and condition of the property, previous maintenance, weathering and existing surface damage.
Some staining, including hard-water deposits, oxidation, ingrained dirt and biological growth, may require specialist treatment.
Removal of these deposits is not guaranteed unless specifically included in the agreed service.
We will inform you where reasonably practicable if we identify conditions that may prevent satisfactory results.
7. Weather conditions
Exterior cleaning can usually be carried out in light rain.
However, we may postpone or discontinue work where weather conditions make cleaning unsafe, impractical or unlikely to achieve satisfactory results.
Examples include high winds, lightning, freezing temperatures, heavy rain or other adverse conditions.
Where we postpone an appointment, we will contact you and arrange another suitable date.
There will be no cancellation charge where we postpone work because of unsuitable weather conditions.
8. Cancellations and rescheduling
We ask customers to provide at least 24 hours' notice whenever possible if they wish to cancel or reschedule an appointment.
For larger one-off cleaning projects, we may agree different cancellation arrangements when confirming the booking.
We will not impose cancellation charges unless these have been clearly communicated and agreed before the booking is confirmed.
Any agreed cancellation charge will be reasonable and proportionate to the actual loss incurred, taking account of costs saved and our ability to allocate the appointment to another customer.
These arrangements do not affect any statutory cancellation rights.
Statutory cancellation rights
Where a consumer contract is concluded at a distance or away from our business premises, you may have a legal right to cancel within 14 days without giving a reason, subject to applicable exemptions.
Where this right applies, the cancellation period for a service contract normally expires 14 days after the contract is concluded.
Where the service has been fully performed during the cancellation period, you may lose your right to cancel if the applicable legal requirements have been met.
Nothing in this section restricts your statutory rights.
9. Payment terms
Payment is due upon completion of the agreed cleaning service unless alternative arrangements have been agreed in advance.
We currently accept:
- Bank transfer.
- Cash.
- SumUp card payments.
Payment instructions will be provided when the work is completed.
For regular window-cleaning customers, alternative payment arrangements may be agreed.
Any deposits or advance payments required for larger projects will be clearly communicated before booking.
We reserve the right to suspend future appointments where previous invoices remain unpaid, following reasonable notice.
Where a payment is disputed, we encourage customers to contact us promptly so the matter can be investigated.
10. Existing damage and property condition
We take reasonable care to protect customers' property while carrying out our services.
However, exterior surfaces and fittings may have pre-existing defects, deterioration or damage that is not immediately visible.
Examples include loose window seals, damaged UPVC, defective guttering, deteriorated paintwork, loose roof components and damaged solar panel fittings.
Customers should inform us of any known defects or areas requiring particular care before work begins.
If we discover an issue that could make cleaning unsafe or cause damage, we may stop work on the affected area and discuss the available options.
We will not be responsible for damage arising solely from pre-existing defects where we have exercised reasonable care and skill.
However, we remain responsible for damage or loss caused by our negligence, breach of contract or failure to exercise reasonable care and skill, as required by law.
Nothing in these terms excludes or restricts liability that cannot legally be excluded or restricted.
11. Complaints and service concerns
If you are dissatisfied with any aspect of our work, please contact us as soon as reasonably possible, preferably within 48 hours of the service.
Where appropriate, photographs and a description of the issue will help us investigate.
We will review the concern and, where we have failed to perform the service with reasonable care and skill, provide an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include repeat performance or an appropriate price reduction.
The suggested 48-hour notification period is intended to help us investigate promptly. It does not limit your statutory rights or prevent you from raising a complaint later.
12. Regular window-cleaning arrangements
Customers who request regular window cleaning will be offered an agreed cleaning frequency.
Regular window cleaning is available every two, four or six weeks, depending on customer preference and availability. One-off cleans are also available.
Appointment dates may occasionally vary because of weather conditions, operational requirements or public holidays.
We will make reasonable efforts to maintain the agreed cleaning schedule and communicate significant changes.
Regular cleaning prices are based on the agreed frequency and property requirements.
Where customers suspend their regular service for an extended period, additional cleaning may be required when the service resumes.
Any change in price will be communicated and agreed before the affected service is carried out.
Customers may discontinue their regular cleaning arrangement by contacting us, subject to payment for services already provided and any applicable statutory rights.
We do not impose a minimum contract period for regular residential window cleaning unless expressly agreed otherwise.
13. Changes to services and prices
We may occasionally need to review our prices because of changes in operating costs, property requirements or service frequency.
Existing customers will be informed of proposed price changes before the affected cleaning appointment.
Customers are free to decline a proposed price increase and discontinue future appointments, subject to any existing contractual obligations.
Any additional services requested during an appointment will be quoted and agreed before work begins.
14. Health and safety
We reserve the right to postpone, modify or decline any work where conditions present an unacceptable risk to us, our customers, members of the public or property.
Customers should notify us of known hazards, including unsafe access, fragile surfaces, exposed electrical equipment, damaged roof structures or other relevant risks.
We may establish temporary working areas and ask customers to keep children, pets and other people away from cleaning equipment while work is in progress.
Solar panel cleaning will only be undertaken where the panels can be accessed and cleaned safely using appropriate equipment and methods.
We do not undertake electrical repairs or guarantee improvements in solar panel performance.
15. Liability
KleenViews will exercise reasonable care and skill when providing its services.
We are responsible for reasonably foreseeable loss or damage caused by our breach of contract or negligence, subject to applicable law.
We are not responsible for loss or damage arising solely from circumstances outside our reasonable control where we have fulfilled our legal and contractual obligations.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Nothing in these terms affects your statutory consumer rights.
16. Personal information and privacy
We collect and process personal information necessary to provide our services, manage bookings, communicate with customers and maintain appropriate business records.
This may include your name, address, telephone number, email address and service history.
We handle personal information in accordance with applicable UK data protection legislation.
Further information about how we collect, use, store and protect personal information is set out in our separate Privacy Policy, available at kleenviews.co.uk/privacy.
We will not use photographs of your property for marketing purposes without obtaining appropriate permission.
17. Changes to these Terms & Conditions
We may update these Terms & Conditions periodically to reflect changes in our services, business operations or applicable legislation.
The latest version will be published on our website.
Any updated terms will apply to future bookings where they have been properly communicated and accepted.
Changes will not retrospectively alter existing contracts without appropriate agreement or another lawful basis.
18. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in this provision removes any mandatory legal protections or jurisdictional rights available to consumers.
19. Contact information
For quotations, bookings, cancellations, complaints or questions regarding these Terms & Conditions, please contact:
KleenViews Exterior Cleaning Services, West Sussex
Telephone: 07859 714 434
Email: kleenviewswestsussex@gmail.com
Website: kleenviews.co.uk