Terms & Conditions - Clear View Services

CLEAR VIEW SERVICES EXTERIOR CLEANING LTD Last updated: 01/11/2025

1. Who we are

We are ClCLEAR VIEW SERVICES EXTERIOR CLEANING LTD (“we”, “us”, “our”), a window and exterior cleaning business based at:

CLEAR VIEW SERVICES EXTERIOR CLEANING LTD
1 Yew Tree Close
Chatham
United Kingdom
ME5 8XN

You can contact us at:

Phone: 07738493945
Email: info@clearviewservices.co.uk

These Terms & Conditions set out the agreement between CLEAR VIEW SERVICES EXTERIOR CLEANING LTD and you, the customer (“you”, “your”) for window cleaning and any other exterior cleaning services we agree to provide.

Nothing in these terms affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015 that services must be provided with reasonable care and skill. Legislation.gov.uk

2. When these terms apply

These terms apply when you:

Request a quote from us (online, by phone, message or in person) and
Accept that quote, or otherwise agree to us carrying out work, or
Allow us to carry out regular or one-off cleans at your property.

By doing any of the above, you agree to be bound by these Terms & Conditions.

For commercial / business customers, these terms apply alongside any written agreement we make with you. In the event of a conflict, any signed written agreement will take priority.

3. Definitions

In these terms:

“Service(s)” means any window cleaning or other exterior cleaning we agree to carry out.
“Property” means the address where we carry out the Services.
“Regular clean” means a window clean on a recurring schedule (for example every 4 or 8 weeks) agreed between us.
“One-off clean” means a single visit not part of a recurring schedule.
“Visit” means one attendance by us at your property, whether or not we are able to complete all work.
“Full clean price” means the agreed price for a complete clean of your property at the frequency you have chosen.

4. Scope of our services

We mainly provide:

External window cleaning
Other exterior cleaning services (such as frames, sills and certain other external areas) if agreed in advance

We will always make clear what is and isn’t included in your quote.

Conservatories and conservatory roofs

We do not clean conservatory roofs as part of our standard window cleaning service.
Any work involving conservatory roofs or us standing on or accessing conservatories is a separate job, quoted separately and only carried out where we consider it safe and appropriate.

If you are unsure whether something is included, please ask us before we start work.

5. Quotes, bookings & start of contract

Quotes

Quotes may be given in person, by phone, email, message or via our website.
Quotes are based on the information you give us about:
- Size and type of property
- Access (e.g. side gates, extensions, awkward windows)
- Frequency of cleans
- Condition of windows and frames

If, when we arrive, the property is significantly different (larger, harder to access, much dirtier than expected), we may revise the price before starting work. You can accept the new price or cancel the visit.

Acceptance & contract start

A contract is formed when you:

Confirm you wish to go ahead with the quote, or
Ask us to attend your property and carry out Services, or
Continue to receive regular cleans after the first visit.

6. Service frequency & scheduling

For regular cleans we will agree a frequency with you (for example every 4 weeks or every 8 weeks).

We aim to attend as close as reasonably possible to the agreed schedule.
We cannot guarantee a specific time of day, and the date may move by a few days either side depending on weather, route planning, holidays and other operational reasons.

If you need to know the day we’re likely to attend, you can contact us and we’ll give you our best estimate.

7. Access to your property

You are responsible for making sure we can safely access the areas we have agreed to clean.

This includes:

Ensuring gates are unlocked and access routes are clear
Keeping dogs and other pets secured away from the work area
Moving any vehicles, bins, furniture or other obstacles that block access
Making sure paths and steps are reasonably safe to walk on

If we cannot access the rear

If we arrive and cannot access the rear of your property (for example a locked gate or blocked access) we will:

Clean the accessible areas (typically the front) where we can do so safely; and
Charge for a partial clean (see section 9 – Pricing & minimum charges).

This will be treated as a chargeable visit, because we have attended and carried out work and/or attempted to work.

8. How we work – equipment, ladders & weather

Methods and equipment

We typically work using ladders and hand tools.
We will not use a ladder, or will limit its use, where we judge it unsafe to do so.
We may refuse to clean certain windows if we consider that any method of access would be unsafe or not reasonably practicable.

Weather

We generally work in all normal weather conditions, including:

Rain
Cold weather
Icy conditions (where we judge it safe to proceed)

We may postpone or modify work only if we reasonably consider conditions unsafe (for example high winds, storms, or other hazards). The decision whether it is safe to work is ours.

9. Prices, minimum charges & changes

Full clean prices

Your full clean price is agreed with you in advance and depends on:

Property size and type
Access and complexity
Frequency of cleans (for example 4-weekly vs 8-weekly)

We do not make hidden charges. Any mandatory fees, minimum charges or admin fees are described in these Terms and/or in your quote, in line with UK guidance on fair and transparent pricing.

Minimum visit charge

Our minimum visit charge is:

£15 for customers on a 4-weekly schedule
£18 for customers on an 8-weekly schedule

This is the minimum amount payable when we attend your property, even if:

Only a small number of windows are cleaned, or
We cannot complete the full clean due to factors outside our control (see below).

Partial cleans / failed access

If we attend your property but cannot complete the full clean for reasons outside our control (for example locked gate, blocked access, unsafe to use a ladder where access was expected, etc.), then:

We will clean what we reasonably can (for example the front only); and
You will be charged the higher of:
- The minimum visit charge for your frequency (£15 for 4-weekly, £18 for 8-weekly); or
- 50% of the full clean price for your property at that frequency.

Example (4-weekly):

Full clean price = £35
50% of full price = £17.50
Minimum visit charge = £15
Amount payable for partial/failed access visit = £17.50

Price reviews

We may review and adjust prices from time to time, for example due to:

Increased costs (fuel, insurance, labour, etc.)
Changes to your property (extensions, additional windows, conversions)
Changes to your required frequency or scope of work

We will give you reasonable notice of any price change. If you do not wish to continue at the new price, you may cancel further services (see section 10).

10. Cancellations, skips & failed visits

Cancelling a booked visit

If you need to cancel or reschedule a visit:

Please give us at least 24 hours’ notice wherever possible.

If you cancel with less than 24 hours’ notice, or we arrive and cannot carry out work due to your actions or inactions (for example no access, aggressive animals, unsafe conditions caused by you), we may charge a partial clean fee as described in section 9.

Skipping a regular clean

If you are on a regular schedule and you skip a clean:

The next visit may take longer and may be charged at a higher rate to reflect the build-up of dirt.
We may, at our discretion, treat repeated skips as a request to end regular service.

Ending regular service

You may end your regular service at any time by contacting us. It is helpful (but not mandatory) if you give us at least one visit’s notice.

We may end regular service for reasons including:

Persistent late or non-payment
Abusive or unreasonable behaviour
Persistent access problems or unsafe conditions

See section 16 for more detail on suspension and ending our service.

11. Quality guarantee & complaints

We aim to provide a high-quality service.

48-hour quality guarantee

If you are not happy with the quality of the window clean:

You must contact us within 48 hours of the visit
Please tell us what the issue is and, if possible, send photos

If we agree there is an issue with our work, we will:

Arrange to return and re-clean the affected areas free of charge.

After 48 hours, new dirt, weather, or other factors can affect the appearance of your windows, so:

Issues reported after 48 hours may not be covered by our guarantee and we may charge for any return visit.

Complaints

If you wish to make a complaint about our Service:

Contact us by phone, email or message with:
- Your name, address and date of clean
- A description of the issue
- Any supporting photos

We will investigate and respond as soon as reasonably possible.

12. Payment terms & late payment

When payment is due

Payment is due on the day we complete the clean.
For regular domestic work, the message / card we leave or send confirming the clean and amount due acts as your invoice.
For commercial or larger jobs, we may issue a formal written invoice.

How you can pay

We accept the payment methods we have agreed with you, which may include:

Bank transfer (using the reference we provide)
Online card payment or payment link
Other agreed electronic methods

If you pay by bank transfer, you are responsible for using the correct reference so we can allocate payment to your account.

Reminders

If payment has not been received:

We may send friendly reminders by text, email or other agreed method.
We aim to do this within a reasonable time (for example within the first 1–3 weeks after the visit).

Late payment admin fee (consumers & small customers)

If payment for a visit has not been received within 30 days of the clean date:

We may add a one-off admin fee of £5 per unpaid visit to your account, as a contribution towards the time and costs of chasing payment.

This fee:

Is intended to reflect a genuine estimate of our admin costs, not a penalty
Is applied per visit/invoice that remains unpaid after 30 days
Will not be repeatedly applied for the same visit

Interest on overdue invoices

For consumer customers (domestic work):

We reserve the right to charge simple interest on overdue sums at a modest rate (for example up to 3% per year above the Bank of England base rate) where the delay in payment is significant and unreasonable.
Any such interest will be calculated fairly and clearly shown if charged.

For business / commercial customers:

We reserve the right to charge statutory interest and fixed-sum compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998 and related regulations (currently 8% above the Bank of England base rate plus a fixed sum depending on the size of the debt).

Suspension of service for non-payment

If your account has any invoice that is:

30 days overdue or more, we may suspend all future visits until the account is brought up to date.
In serious or repeated cases, we may cancel regular service entirely (see section 16).

Debt recovery & court action

If invoices remain unpaid despite reminders and a reasonable period of time (for example 60–90 days after the visit):

We may pass the debt to a debt collection agency and/or
We may start a small claims court action to recover sums owed.

Where we do this, we may seek to recover from you, to the extent permitted by law:

Court issue fees
Reasonable legal costs allowed by the court
Reasonable debt collection costs
Any statutory late-payment interest and fixed-sum compensation that apply to business debts

We will always try to resolve matters with you first before taking formal action.

Disputed invoices

If you dispute an invoice:

Please contact us within 7 days of the invoice / clean date.
We will pause escalation and investigate in good faith.
You should still pay any undisputed part of the invoice while we investigate.

13. Condition of your property & what we are not responsible for

Windows, frames and other exterior surfaces can be affected by age, wear and tear and poor installation.

Unless we specifically agree otherwise, we are not responsible for:

Pre-existing damage to glass, frames, seals, sills, gutters, roofs or render
Defects such as:
- Rot, rust or corrosion
- Failing seals or blown double-glazing units
- Loose or poorly attached decorative bars
- Flaking paint or coatings
Long-term staining or marks including, for example:
- Heavy limescale / hard-water marks
- Cement or plaster splashes
- Paint overspray
- Oxidation on old UPVC

Some marks cannot be fully removed by standard cleaning and may require specialist restoration services, which would be quoted separately if we offer them.

Windows and rooflights (including VELUX-style windows)

You are responsible for ensuring that:

All windows, doors and roof windows (such as VELUX-type windows) are fully and securely closed and latched before we start work.

We cannot be held responsible for:

Water entering the property through windows or rooflights that are not properly closed or sealed, even if they appear closed (for example roof windows left slightly ajar so water runs down through them).

14. Damage, liability & insurance

Our insurance

We hold public liability insurance of £2 million (aggregate limit) to cover accidental damage or injury caused by our negligence, subject to the terms and conditions of our policy. Evidence of cover is available on request.

Our responsibility to you

We will perform the Services with reasonable care and skill as required by UK law.

If we cause damage to your property through our negligence, we will:

Repair the damage ourselves or
Arrange for repair/replacement or
Offer a fair and reasonable financial settlement, taking into account age, condition and depreciation.

Any claim for damage must be reported to us:

As soon as reasonably possible after you become aware of it, and
With clear details and photos if available.

Limitations of liability

We do not limit or exclude liability for:

Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Any other liability which cannot legally be limited or excluded

To the extent permitted by law, we are not liable for:

Loss or damage that we could not reasonably foresee when the contract was made
Any indirect or consequential losses (such as loss of profit, loss of rent, loss of business or similar)

Nothing in this section takes away your statutory rights.

15. Data protection & privacy

We collect and use personal information such as:

Your name and contact details
Your property address
Notes about your account and the Services we provide
Payment records

We use this information to:

Provide and manage the Services
Arrange visits and send reminders
Manage our accounts, including chasing unpaid invoices
Comply with our legal obligations

We may also, with your permission, take before and after photos of work carried out for our records. We may use some images for marketing purposes (for example on our website or social media), but we will avoid showing identifying details such as house numbers or vehicle registration plates where reasonably possible.

For more details about how we handle your personal information, please see our Privacy Policy.

16. Suspension & ending our service

We may suspend or end our service to you immediately by telling you if:

You fail to pay amounts due and remain in arrears after reminders
You are abusive, threatening or behave unreasonably towards us
Your property or access routes are repeatedly unsafe or unsuitable for our work
We reasonably believe continuing the service would be unsafe or uneconomic

If we suspend or end our service:

You will still be liable to pay for any work already completed and any applicable fees in line with these terms.

You may end your service with us at any time by contacting us. We may ask you to confirm cancellations in writing (for example by text or email) so there is a clear record.

17. Events outside our control (force majeure)

We are not responsible for delays or failure to carry out the Services if caused by events beyond our reasonable control, such as:

Extreme weather or natural events
Road closures or travel disruption
Accidents or serious illness
Equipment failure that could not reasonably be foreseen
Government restrictions or similar events

If such an event occurs:

We will contact you as soon as reasonably possible; and
We will arrange a new visit as soon as reasonably practicable.

18. Governing law & disputes

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

If you are a consumer and live in Scotland or Northern Ireland you may have the right to bring proceedings in your local courts.

We always aim to resolve disputes directly with you. If we cannot resolve a dispute informally, either of us may refer the matter to the appropriate court (usually the County Court small claims track for unpaid invoices and similar disputes).

19. Changes to these terms

We may update these Terms & Conditions from time to time, for example to:

Reflect changes in the law or regulatory guidance
Reflect changes in our business or services
Correct errors or clarify wording

When we make significant changes:

We will publish the updated Terms & Conditions on our website and may notify you by appropriate means (for example by email or message).
The updated terms will apply from the date we specify. If you continue to use our Services after that date, you will be deemed to have accepted the updated terms.