Terms & Conditions of Service
By using our services, you agree to the following Terms & Conditions.
1. Services Provided
We provide exterior window cleaning using a pure water, water-fed pole system, cleaning glass, frames, sills, and doors where applicable.
Windows are left wet and dry naturally. This method is designed to leave a streak-free finish.
Our system removes general dirt and grime but does not remove:
Builder’s residue (cement, plaster, paint)
Stickers or adhesive
Chemical staining, rust marks, or UV-related discolouration
Please inform us before your first clean if any of these apply.
Heavily soiled windows or windows previously cleaned using traditional methods may require multiple cleans to reach the best result.
Interior window cleaning is not included unless separately agreed.
2.Initial Clean (First Visit Only)
For your first clean only, a one-off initial clean charge may apply.
This charge covers the additional time and work required to bring the windows up to a maintainable standard.
The cost of the initial clean varies depending on property size and chosen cleaning frequency (4-weekly or 8-weekly).
Any initial clean charge will be clearly explained and agreed at the time of signing up, before work is carried out.
3. Cleaning Frequency
We offer regular cleaning only on either:
4-weekly, or
8-weekly schedules
One-off window cleans are available but are charged at double the price of a regular clean.
One-off cleans do not qualify for regular customer pricing.
Some flexibility may be required due to weather, daylight hours, or operational reasons. Cleans may occur slightly earlier or later than scheduled.
4. Weather Conditions
We work in most weather conditions.
Light rain does not affect results when using pure water.
In cases of heavy rain, high winds, freezing temperatures, or unsafe conditions, your clean will be rescheduled.
5. Access, Reliability & Missed Cleans
We always aim to be as reliable as possible and will allocate time and space in our schedule for your clean. We ask that customers are equally reliable.
You must provide safe and clear access to all windows on the day of the clean.
If you are not at home:
Gates must be left unlocked, or
Alternative access must be made available.
We will not climb gates or fences, as this presents a safety risk to our staff.
If access is not available for any reason, including locked gates or restricted entry, the clean will be charged at the full price unless notified the night before.
If we are turned away on arrival, or if a clean is cancelled after 9AM on the day, it is too late for us to replace the appointment, and the full clean price will be charged.
Where access is unavailable, photographic evidence may be taken (e.g. locked gates, padlocks, restricted access) and sent to our office team for record-keeping and to support any charges applied.
Repeated access issues or same-day cancellations may result in cancellation of ongoing services.
6. Payments
Payment is due within 3 days of the clean date unless discussed otherwise.
Our preferred payment method is Direct Debit via GoCardless.
Customers will be provided with a secure link to set up their Direct Debit when joining our regular cleaning schedule.
Payments will be automatically collected 5 days after each clean in line with our billing cycle.
Alternative payment methods may be accepted by prior arrangement and Payment is due within 3 days of the clean date unless otherwise agreed.
Cash payments are accepted by prior agreement only.
If you are not home, cash must be left in a safe, agreed place, and you must notify us in advance of its location.
Failure to leave payment or notify us may result in late payment action or suspension of service.
One-Off Services (e.g. Gutter Clearing, Exterior Cleaning)
Payment for one-off services is required by bank transfer.
Payment may be requested in advance and must be received before the work is carried out.
7. Late Payments
Payments not received within the agreed timeframe may result in:
Suspension or cancellation of ongoing services
Refusal of future cleans until the account is settled
8. Cancellations
You may cancel your regular service at any time by informing us at shinemoreltd@outlook.com or tel:07752387121
We reserve the right to stop providing services for reasons including repeated non-payment, lack of access, or unsafe conditions.
9. Complaints & Satisfaction
If you are unhappy with a clean, you must contact us within 48 hours.
We will return to re-clean any missed areas where appropriate.
Complaints made after this period may not be eligible for a re-clean.
We do not offer refunds but will always aim to rectify genuine issues.
10. Liability
We are not responsible for damage caused by pre-existing faults, including:
Faulty seals
Loose or perished frames
Poor installation or aging materials
Our equipment is designed to be safe for standard modern windows.
11. Data Protection
All customer information is kept confidential and handled in accordance with UK data protection regulations.
Your details will never be shared with third parties.
12. Acceptance
By booking or continuing with our services, you confirm that you have read, understood, and accepted these Terms & Conditions.