True View Window Cleaning
Terms & Conditions
Window Cleaning - Terms and Conditions
1. Access Requirements
It is the customer’s sole responsibility to ensure unobstructed and safe access to all areas of the property requiring cleaning, including but not limited to gates, paths, outbuildings, and garden areas. Rear and side gates must be unlocked prior to our arrival. If pets are present, they must be secured. We send a courtesy reminder text message the day before your scheduled clean to prompt any necessary access arrangements. However, receipt of this message is not a contractual obligation and does not transfer responsibility away from the customer.
It is the customer’s responsibility to ensure we have safe and unobstructed access to all areas scheduled for cleaning on the agreed date. If access is restricted (e.g. locked gates, blocked entry, or other obstructions), we will complete all work we are able to carry out, and a reduced charge will apply.
2. Obstructions and Hindrances
All windows and access routes must be free from avoidable obstacles such as:
Locked gates
Overgrown vegetation
Bins, garden furniture, or other movable obstructions
Building works, scaffolding, or temporary structures
Our operatives are not permitted to move heavy items, enter garages or sheds to retrieve ladders or keys, or climb over gates/fences to gain access. If we are unable to complete any part of the scheduled work due to restricted access or obstacles that could reasonably have been avoided by the customer, the full quoted price will still be charged. Repeated access issues may result in removal from our regular service schedule.
3. Safety and Compliance
Health and safety is paramount. If we determine that any area is unsafe to access or clean (e.g. unstable ground, aggressive animals, hazardous materials), we reserve the right to decline that section of the clean while charging the full amount as quoted. We are fully insured and operate in line with current health and safety regulations. No service will be carried out if it puts our team or your property at risk.
4. Payment Terms
Our preferred method of payment is Direct Debit through our secure system via GoCardless. Alternatively, we accept bank transfer; details are provided on each invoice. Invoices are sent electronically after each clean, and payment is due within 7 days of the invoice date unless otherwise agreed in writing. We do not accept cash payments under any circumstances.
Failure to make payment may result in temporary suspension or permanent cancellation of your cleaning service. Unpaid invoices beyond 14 days may be subject to late fees and further action.
5. Service Frequency and Scheduling
Customers on a regular schedule (e.g., 4-weekly or 8-weekly) are assigned a service window rather than an exact time. Weather, traffic, and route efficiency may affect arrival times. We do not guarantee specific days/times unless arranged and confirmed in writing.
If you need to skip or reschedule a clean, you must notify us at least 24 hours in advance. Short-notice cancellations may be subject to a charge if resources have already been allocated.
6. Severe Weather or Unforeseen Circumstances
In the event of severe weather, illness, vehicle breakdown, or other unforeseeable issues, we may need to reschedule your clean at short notice. We will always inform you as soon as possible and aim to rebook within a reasonable timeframe.
7. Complaints and Quality Assurance
We take pride in the quality of our work. If you are dissatisfied with any aspect of the service, you must notify us within 48 hours of the clean. We will review and, where appropriate, return to rectify the issue at no additional cost.
After 48 hours, all work is deemed to have been completed to an acceptable standard.
8. Photography and Media Use
As part of our commitment to quality, training, and brand transparency, we may take photographs of our work on your property before, during, or after cleaning services.
By proceeding with our services, you consent to us capturing and using these images for training, portfolio, marketing, and advertising purposes — including but not limited to social media, our website, printed materials, and digital promotions.
We will never publish personal or identifying information, such as house numbers, street names, car registration plates, or any details that would violate your privacy or GDPR guidelines.
If you would prefer your property not to be included in any photography, please notify us in writing before your first scheduled clean.
9. Customer Information and Privacy
All customer data is processed in accordance with UK GDPR. We use your information solely for the purposes of delivering our services and communicating with you.
We do not sell, share, or distribute your information to third parties without your explicit consent.
Contact Us
If you have any questions about our terms and conditions, please contact us at:
True View Window Cleaning
Email: hello@trueviewwindowcleaning.co.uk
Phone: 07951829242
Website: www.trueviewwindowcleaning.co.uk
Exterior Cleaning Services / One-off Services - Terms and Conditions
These terms and conditions govern all one-off exterior cleaning services provided by True View, including but not limited to:
Gutter Clearances
Gutter Cleans
Conservatory Cleans
Soffit & Fascia Cleans
One-Off Window Cleans
By booking any service with True View, you acknowledge and agree to the following terms.
1. Access & Property Requirements
It is the client’s sole responsibility to ensure that clear, unrestricted, and safe access is available to all areas to be cleaned.
Any delays or inability to carry out work due to lack of access, obstacles, or hazards may result in the service being aborted. In such cases, the deposit will be retained to cover costs.
External water and electricity must be made available where applicable. If unavailable, the service may be rescheduled or incur additional charges.
All windows, doors, vents, and openings must be fully closed and sealed prior to commencement. True View will not be held liable for any water ingress or internal damage due to failure to do so.
2. Client Responsibility for Pre-existing Conditions
The client must disclose any known issues or vulnerabilities with surfaces, fixtures, or materials prior to commencement (e.g., cracked render, loose roof tiles, faulty seals, ageing gutter joints, etc.).
True View shall not be liable for any deterioration, breakage, or damage arising from cleaning processes that reveal or exacerbate pre-existing weaknesses or damage.
3. Exclusions of Liability
While True View exercises due care and attention during all services, no liability will be accepted for:
Dislodged or damaged guttering, tiles, or fittings where fixings were already weakened or improperly installed.
Water ingress or staining resulting from aged seals, damaged paintwork, or hairline cracks.
Damage to surfaces where pressure washing is carried out at the client’s request, including but not limited to pointing, render, paving, or stonework, particularly where ageing or prior damage is evident.
Electrical issues resulting from exposed outdoor sockets or lighting.
4. Cancellations, Postponements & Weather
Clients must provide a minimum of 48 hours’ notice to cancel or reschedule any appointment, to allow us sufficient time to fill the now vacant slot.
In the event of adverse weather conditions (e.g., high winds, storms, or sub-zero temperatures), True View reserves the right to postpone the appointment. A rescheduled date will be offered at no additional cost.
If we are unable to carry out work due to circumstances beyond our control (e.g., unsafe working conditions, lack of access), we reserve the right to provide the client a payable invoice with fee’s covering the total loss.
5. Satisfaction & Complaints
All services are completed to a professional standard. Should you be dissatisfied with any aspect of the service, you must notify us within 24 hours of completion.
We will make reasonable efforts to rectify genuine concerns, including returning to site if deemed appropriate.
6. Safety and Compliance
Health and safety is paramount. If we determine that any area is unsafe to access or clean (e.g. unstable ground, aggressive animals, hazardous materials), we reserve the right to decline that section of the clean while charging the full amount as quoted. We are fully insured and operate in line with current health and safety regulations. No service will be carried out if it puts our team or your property at risk.
7. Photography and Media Use
As part of our commitment to quality, training, and brand transparency, we may take photographs of our work on your property before, during, or after cleaning services.
By proceeding with our services, you consent to us capturing and using these images for training, portfolio, marketing, and advertising purposes — including but not limited to social media, our website, printed materials, and digital promotions.
We will never publish personal or identifying information, such as house numbers, street names, car registration plates, or any details that would violate your privacy or GDPR guidelines.
If you would prefer your property not to be included in any photography, please notify us in writing before your first scheduled clean.
8. Amendments to Terms & Conditions
True View reserves the right to update these terms at any time. Any changes will be communicated via our website or directly to customers with upcoming bookings.
By booking our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
Contact Us
If you have any questions about our terms and conditions, please contact us at:
True View Window Cleaning
Email: hello@trueviewwindowcleaning.co.uk
Phone: 07951829242
Website: www.trueviewwindowcleaning.co.uk
