Terms & Conditions

1. Agreement to these Terms

By accepting a quotation, booking a clean, joining one of our regular cleaning rounds or allowing us to carry out work at your property, you agree to these Terms & Conditions.

Where a quotation is issued electronically, selecting “Accept Quote”, “Proceed with Quote” or a similar option will confirm acceptance of both the quotation and these Terms & Conditions.

2. Our Services

Pure Water Ready Window Cleaning provides professional domestic and commercial window cleaning services.

Our regular cleaning options are:

• Every 6 weeks
• Every 8 weeks
• Every 12 weeks

We may also offer one-off cleans and additional exterior cleaning services where separately agreed and quoted.

Unless stated otherwise, our standard external window cleaning service includes accessible windows, doors, frames and sills using a pure-water water-fed pole system.

3. Minimum Charge

Our minimum charge for a scheduled cleaning visit is currently £20.

This minimum reflects the travel, fuel, equipment, administration and time required to attend each property, even where the clean itself is relatively small.

4. Quotations and Pricing

Quotes are prepared using the information available to us at the time and may take into account the size of the property, number of windows, access, condition of the glass and frames, and the selected cleaning frequency.

If the work required is significantly different from what was originally described or visible when the quote was prepared, we may discuss a revised price before carrying out any additional work.

We also reserve the right not to carry out any work that we reasonably consider unsafe or outside the agreed scope of the quotation.

5. Online and Distance Bookings

Where a consumer enters into an agreement with us online, by telephone, email or another form of distance communication, statutory cancellation rights may apply.

Where applicable, customers will normally have 14 days from the date the contract is agreed in which to cancel.

If you ask us to begin providing the service during this 14-day period, you may be required to expressly confirm that you would like us to start.

If work begins at your request and you then cancel during the cooling-off period, you may be required to pay a reasonable amount for any services already provided.

If the service has been completed in full during that period at your express request and you have acknowledged that your cancellation right will end once the service is fully completed, the statutory cancellation right relating to that service may no longer apply.

Nothing in these Terms & Conditions removes or limits your statutory consumer rights.

6. Regular Cleaning Rounds

Customers who choose a 6-, 8- or 12-weekly service will be added to our regular cleaning schedule.

These frequencies are intended as regular cleaning cycles rather than guaranteed appointment dates.

We plan our rounds geographically and will normally send a friendly text reminder before your clean is due.

From time to time, your cleaning date may move slightly because of weather, staff availability, bank holidays, route changes, vehicle or equipment problems, access issues or other circumstances outside our reasonable control.

A small variation to the scheduled date does not mean the clean has been missed.

7. Weather Conditions

Pure-water window cleaning can normally be carried out successfully during light rain and other everyday weather conditions.

However, we may postpone or rearrange work where conditions are unsafe or where we reasonably believe the quality of the clean may be affected.

This may include high winds, thunderstorms, snow, ice, extreme temperatures or other hazardous conditions.

Where a visit has to be postponed, we will aim to return as soon as reasonably practicable.

8. Property Access

Customers are responsible for making sure we have safe and reasonable access to all areas included in the agreed clean.

Any gates, side entrances or other access points should be unlocked or made accessible before we arrive.

Once our reminder has been sent, we will attend on the understanding that the clean can go ahead even if nobody is at home, unless we are told otherwise beforehand.

If part of the property cannot be accessed, we may clean the areas that remain safely accessible.

Where we attend but cannot complete the scheduled work because agreed access has not been provided, a reasonable charge may apply to reflect the time, travel and loss caused by the unsuccessful visit.

9. Cancellations and Missed Visits

Where possible, we ask customers to provide at least 24 hours’ notice if they need to cancel or rearrange a clean.

We appreciate that circumstances can change and will always try to be reasonable.

However, repeated cancellations or regular requests to skip cleans may mean that we are unable to continue reserving a regular space on our cleaning round.

Where a booking is cancelled at very short notice after we have committed time and resources to the visit, or where we arrive and cannot carry out the work due to circumstances within the customer’s control, we reserve the right to charge a reasonable amount based on the loss we have actually incurred.

We will not apply excessive or disproportionate cancellation charges.

10. Introductory Offers

From time to time, Pure Water Ready Window Cleaning may offer a discounted or free first clean where a customer agrees to join one of our regular cleaning schedules.

Any minimum commitment attached to such an offer will be made clear before the customer accepts it.

Where an introductory price or discount has been offered on the basis that a minimum number of regular cleans will be completed, and the customer chooses to cancel before that commitment has been met, we may withdraw the original discount.

This may mean the difference between the discounted first-clean price and the normal one-off or first-clean price becomes payable.

We will not automatically charge for future cleaning visits that have not taken place.

11. Payment

Payment must be made in accordance with the payment arrangement agreed with the customer.

For regular domestic customers, our preferred payment method is GoCardless Direct Debit.

Where payment is made by invoice, bank transfer or another agreed method, the payment terms shown on the invoice will apply.

Customers are responsible for ensuring that payment can be collected when due.

If an account remains unpaid, we may suspend further cleaning visits until the balance has been cleared.

Ongoing late payment or repeated failed payments may result in removal from our regular cleaning schedule.

12. Changes to Prices

Our prices may be reviewed from time to time to reflect increases in fuel, wages, equipment, insurance and other business operating costs.

Where the price of a regular clean is changing, customers will be given reasonable notice before the new price takes effect.

If a customer does not wish to continue at the revised rate, they can cancel their regular service before the new price applies.

13. Standard Cleaning and Restoration Work

Our regular service is a window cleaning service rather than a restoration service.

We will make reasonable efforts to remove normal dirt, dust, cobwebs and everyday environmental build-up.

However, standard window cleaning may not remove permanent or long-standing marks such as:

• Paint
• Cement
• Render
• Silicone
• Adhesive
• Sellotape residue
• Builders’ debris
• Hard-water staining
• Oxidisation
• Scratches
• Permanent discolouration

Any specialist restoration work would need to be discussed and quoted separately.

14. Painted, Wooden and Deteriorated Surfaces

Reasonable care will always be taken when cleaning wooden, painted or coated frames.

However, surfaces that are already loose, damaged, brittle, flaking, rotten or poorly maintained may deteriorate further during normal cleaning.

Where we believe cleaning a particular area could cause damage, we may alter the cleaning method or leave that area untreated.

We cannot accept responsibility for damage resulting from a pre-existing defect or deterioration that was already present before cleaning.

15. Water Ingress

Customers should make sure all windows, doors and vents are securely closed before we attend.

We cannot accept responsibility for water entering the property as a result of existing problems such as:

• Failed seals
• Damaged frames
• Poorly fitted windows or doors
• Open windows
• Faulty vents
• Cracked glazing
• Units that are not properly watertight

This does not affect our responsibility where damage is directly caused by a failure on our part to exercise reasonable care and skill.

16. Loose or Fragile Window Fittings

Customers should let us know about any loose, damaged or fragile fittings before cleaning begins.

Older fittings can become brittle over time and may include:

• Decorative bars
• Leaded features
• Clips
• Trims
• Plastic covers
• Window vents
• Loose seals
• Stick-on glazing features

Where we believe an area is particularly fragile, we may choose not to clean it.

We cannot accept responsibility where a fitting fails because of pre-existing deterioration, poor installation or weakness.

17. Customer Responsibilities

Before we arrive, customers should make reasonable efforts to ensure:

• Windows and doors are properly closed
• Gates and access routes are available
• Working areas are reasonably clear
• Fragile or valuable items are moved where necessary
• Pets are safely secured where appropriate
• Any known hazards or defects are brought to our attention

Where an area cannot be accessed safely, we may leave that area uncleaned.

18. Belongings Left Outside

Customers should move vulnerable items away from windows and working areas before we attend.

This may include furniture, cushions, children’s toys, electrical equipment, washing, ornaments, plant pots and other belongings.

Pure-water window cleaning naturally involves water running down windows, frames and nearby surfaces.

We cannot accept responsibility for items becoming wet where they have been left within the normal cleaning area and we have otherwise exercised reasonable care.

19. Dog Mess and Unhygienic Areas

All areas we need to access should be reasonably safe and hygienic.

If dog mess, animal waste or another significant hygiene issue prevents us from safely entering part of the property, we may leave that area uncleaned.

Where possible, we will still complete any other areas that can be safely accessed.

Repeated access or hygiene problems may result in the service being suspended or cancelled.

20. Cleaning Standards and Complaints

We take pride in the quality of our work and want customers to be happy with the result.

If you believe an area has not been cleaned to a reasonable standard, please contact us as soon as possible and ideally within 24 hours of the clean.

Where the issue relates to our workmanship, we will normally arrange to return and re-clean the affected area at no additional cost.

The request to contact us within 24 hours helps us investigate concerns promptly and does not remove any statutory rights you may have.

21. Damage

We take reasonable care when working at every property.

If you believe we have caused accidental damage, please let us know as soon as reasonably possible so that the matter can be investigated.

We are not responsible for defects, deterioration, loose fittings or damage that existed before our work began.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

22. Ending a Regular Service

Customers may cancel their regular 6-, 8- or 12-weekly cleaning arrangement by contacting Pure Water Ready Window Cleaning.

Any outstanding charges for work already completed will remain payable.

If an introductory offer was subject to a minimum number of cleans, the terms set out in section 10 will apply.

We may also end a regular service where there is persistent non-payment, repeated access problems, unsafe working conditions, abusive or threatening behaviour, continual cancellations or another legitimate reason that makes continuing the service unreasonable.

23. Updates to These Terms

These Terms & Conditions may be updated occasionally to reflect changes in our services, operating procedures or legal obligations.

The most recent version will be made available on our website.

Any changes will not remove rights that a customer already has under an existing agreement.

24. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Nothing within them affects any legal rights provided to consumers under applicable UK law.

25. Contacting Us and Cancelling

Customers wishing to contact us, make a complaint, cancel a booking or end their regular cleaning service can do so using the contact details shown on the Pure Water Ready Window Cleaning website.

No specific wording is required to cancel. A clear statement telling us that you wish to cancel is sufficient.