Terms & Conditions
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Window Cleaning Services Agreement
Contents
1. Definitions
2. Entering into a Legally Binding Contract
3. Standard of Providing the Services
4. Survey and Assessment
5. Service Hours and Access
6. Timing
7. Customer Responsibilities
8. Limitations and Assumptions
9. Pricing and Payment
10. Materials
11. Changes to Agreed Services
12. Complaints
13. Cancellation Terms
14. Safety Concerns
15. Limitation and Exclusion of Liability
16. Amendments to the Agreement
17. Sub-contracting
18. Contacting Each Other
19. Third-Party Rights
20. Data Protection
21. Governing Law and Jurisdiction
22. Additional Terms Specific to Payment Collection and Direct Debit Guarantee
23. Service Intervals
24. Skipping Appointments
25. Holidays and Lack of Access
26. Final Clean
27. Contact Details
1. Definitions
1.1 We, Us, Our
Refers to Windows Pristine Ltd., the company providing the window cleaning services under this agreement.
1.2 You, Your
Refers to the person or entity receiving the window cleaning services as outlined in this agreement.
1.3 Premises
Refers to the location or property where the window cleaning services will be provided, as specified by you.
1.4 Materials
Refers to the cleaning solutions, tools, and equipment used by us in the provision of the window cleaning services.
1.5 Service(s)
Refers to the window cleaning services provided by us, as specified in the agreement, including any additional services agreed upon by both parties.
1.6 Invoice
Refers to the document issued by us to you, detailing the services provided, the cost of those services, and the payment terms.
1.7 Direct Debit
Refers to the automatic payment method through which you authorize us to collect payment for services rendered, using our payment collection system, GoCardless.
1.8 Data Protection Laws
All applicable and regulatory requirements in force from time to time in UK relating to the use of personal data and the privacy of electronic communications, including (i)the Data Protection Act 2018,(ii) the UK GDPR, and (iii) the Privacy and Electronics Communications Regulations 2003 (SI 2003/2426) [ and the guidance and codes of practice issued by the Information Commissioner or other relevant regulatory authority and applicable to a party].
1.9 Duration
the period of 3 months from the Commencement Date
2. Entering into a Legally Binding Contract
2.1 Agreement Formation
A legally binding contract between you and us is established when you confirm your order, either orally or in writing, or
when you set up a Direct Debit with us to provide window cleaning services.
2.2 Confirmation of Order
You may confirm your order by signing a service agreement, agreeing verbally to the terms, or by confirming your acceptance of the service via email or any other form of written communication. Upon confirmation, both parties are bound by the terms of this Agreement.
2.3 Direct Debit Setup
By setting up a Direct Debit mandate through our payment system, you authorize us to collect payments for the services provided. The setup of the Direct Debit constitutes agreement to these terms and conditions, including
the details related to payment, cancellation, and other service requirements.
2.4 Effective Date
The contract is considered effective from the date we receive your order confirmation or Direct Debit setup, whichever occurs first, and the terms and conditions will govern all services provided thereafter.
2.5 Copy of Terms and Conditions
You should keep a copy of the these terms and conditions for your records
3. Standard of Providing the Services
3.1 Reasonable Care and Skill
We will perform the window cleaning services with reasonable care, skill, and diligence, adhering to industry standards and best practices to ensure a high-quality outcome.
3.2 Compliance with Laws and Regulations
We will comply with all applicable laws, regulations, and health and safety guidelines while providing our services. This includes following any relevant local or national rules concerning the use of cleaning materials and equipment.
3.3 Quality Assurance
We strive to deliver the best possible service. If any concerns regarding the quality of our work arise, we will address them promptly, in accordance with our complaints procedure as outlined in Clause 12 (Complaints).
3.4 No Guarantee of Perfection
While we take great care in our work, we cannot guarantee a perfect result, as certain factors outside our control (such as weather conditions, environmental pollutants, or the condition of the windows) may affect the outcome. Any issues related to external factors will be handled on a case-by-case basis.
4. Survey and Assessment
4.1 Preliminary Survey
Prior to providing window cleaning services, we may conduct a preliminary survey of the Premises to assess the scope of work required. This survey helps us understand the specific needs and conditions of the windows and surrounding areas to ensure that the service is tailored appropriately.
4.2 Assessment of Accessibility
As part of the survey, we will assess the accessibility of the windows to determine the best approach for cleaning. This may include evaluating any potential hazards, obstructions, or special requirements for safe and efficient access.
4.2.1 The survey will be conducted within 7 days of you and us entering this contract.
4.2.2 as soon as possible after the date we and you enter into this contract if you cannot make an appointment and 7 days have passed after the contract has been entered into
4.3 Service Requirements and Recommendations
Based on the survey and assessment, we may recommend specific cleaning methods or the use of particular cleaning products and equipment to achieve the best results. Any special requirements or additional costs identified during the survey will be communicated to you in advance.
4.4 Changes to Scope
If, during the survey, it is determined that additional work or adjustments to the original scope of service are necessary, we will inform you and obtain your approval before proceeding. Any changes to the agreed-upon service will be handled according to Clause 11 (Changes to Agreed Services).
5. Service Hours and Access
5.1 Service Hours
Window cleaning services will be provided on normal working days (Monday to Friday), excluding public holidays, within the hours of 7:30 AM to 5:30 PM. We aim to complete the service within these hours unless otherwise agreed.
5.2 Access to the Premises
You must ensure that access to the Premises is available during the scheduled service hours. This includes ensuring that any gates, doors, or entryways are unlocked and accessible to our cleaning team. If access is restricted or unavailable, we may need to reschedule the service, and additional charges may apply.
5.3 Customer Responsibilities for Access
You are responsible for providing the necessary access to windows and areas that require cleaning. This may include ensuring that any pets, vehicles, or obstacles that may obstruct access are moved prior to the cleaning.
5.4 Failure to Provide Access
If we are unable to access the Premises due to your failure to provide clear access (such as not unlocking the gate), we will follow the terms outlined in Clause 25 (Holidays and Lack of Access). In such cases, we may proceed with cleaning accessible windows and charge 70% of the total price, but not less than £10. Additionally, if rescheduling is required, an £8 rescheduling fee will apply.
6. Timing
6.1 Scheduled Service Times
We aim to perform all services as scheduled. The cleaning will occur within the agreed time frame, and we will make every reasonable effort to adhere to the service hours of 7:30 AM to 5:30 PM on normal working days (Monday to Friday), excluding public holidays.
6.2 Delays Outside Our Control
While we strive to maintain punctuality, we cannot be held liable for delays caused by circumstances beyond our control, such as adverse weather conditions, traffic, or other unforeseen events.
6.3 Communication of Delays
In the event of a delay, we will notify you as soon as possible and reschedule the cleaning service accordingly. If the delay
is significant, we will work with you to find an appropriate solution and reschedule the service at a mutually convenient time.
6.4 Service Completion Times
We will make every effort to complete the cleaning within the agreed time frame. However, depending on the size and condition of the Premises, services may take longer than initially estimated. We will keep you informed of any delays or extensions.
7. Customer Responsibilities
7.1 Providing Access
You must ensure clear and safe access to all windows that require cleaning. This includes unlocking gates, removing any obstacles, and ensuring that any security measures are disabled to allow our team to perform the service without delay.
7.2 Obstructions
You are responsible for removing any obstructions that could hinder the cleaning process, such as furniture, curtains, blinds, or any other items near or around the windows.
7.3 Utilities
You must provide access to necessary utilities, such as water and electricity, if required for the cleaning process. If access to these utilities is restricted, please inform us in advance so that alternative arrangements can be made.
7.4 Safety Considerations
You must ensure that the areas around the windows are free from hazards, including but not limited to overgrown bushes, slippery surfaces, or any objects that could pose a risk to our staff.
7.5 Notification of Changes
If there are any changes to the Premises or access arrangements that may affect the service, you must notify us in advance. This allows us to make necessary adjustments to our schedule or approach.
7.6 Presence During Service
While it is not necessary for you to be present during the cleaning, you must
ensure that our team can access the Premises at the scheduled time. If access cannot be provided, the terms outlined in Clause 25 (Holidays and Lack of Access) will apply.
8. Limitations and Assumptions
8.1 Accuracy of Information
We assume that the information provided by you regarding the Premises and access conditions is accurate and complete. Any inaccuracies may affect the scope and execution of the services.
8.2 Structural and Hidden Issues
We are not liable for any structural or hidden issues at the Premises, such as damaged windows, faulty fixtures, or hidden obstructions, that may affect the cleaning process. If such issues are discovered, we will inform you and may require additional instructions or amendments to the service agreement.
8.3 External Factors
We are not responsible for the cleanliness of windows that may be affected by external factors beyond our control, such as adverse weather conditions, environmental pollutants, or wildlife, after the cleaning service has been performed.
8.4 Access to Premises
Our ability to perform the service as scheduled is contingent upon having clear and safe access to the Premises.
Any obstructions or unsafe conditions must be addressed by you prior to the scheduled service time.
8.5 Reasonable Effort
While we strive to provide the highest standard of service, there may be limitations due to the condition of the windows or the environment. We will use reasonable care and effort to clean the windows to the best possible standard under the circumstances.
9. Pricing and Payment
9.1 Pricing Structure
Services are billed according to the rates or estimates provided prior to service. Any additional services requested or changes in the scope of work may alter the total price.
9.2 Payment Terms
Payments for services are due within 14 days of the invoice date. Failure to make payment within this period may result in additional charges.
9.3 Late Payment Charges
If payment is not received within 14 days of the invoice date, the following late payment charges will apply:
25p per day for invoices overdue by less than 30 days.
35p per day for invoices overdue between 30 and 90 days.
45p per day for invoices overdue by more than 90 days.
9.4 Direct Debit and Payment Collection
We utilize an invoice-based Direct Debit system called GoCardless for both one-time and recurring window cleaning services. The benefits of using Direct Debit are as follows:
9.4.1 Advance Notice: You will receive an email invoice detailing the completed work, amount due, and collection date. Payments are processed within 5 to 7 days of notification.
9.4.2 Direct Debit Guarantee: You are entitled to an immediate refund for any incorrect payments made via Direct Debit.
9.4.3 Full Control: You can set up, amend, and cancel the Direct Debit mandate at any time.
9.4.4 You agree to make payments via GoCardless and complete the link
https://pay.gocardless/AL0001v5m5q9sp
9.5 Final Clean Charge
The final cleaning charge will consist of the regular service charge plus an additional £10 for detergent use.
9.6 Payment Timing
Payment will be collected one week after the cleaning job has been completed. You will receive prior notice of the scheduled cleaning date.
9.7 Outstanding Payments Collection
We will allow ample time for each customer to make payment on overdue invoices. A minimum of three formal
reminders, spaced at least two weeks apart, will be sent before we consider taking further action. If payment remains outstanding after these reminders, we may engage a third-party collection agency to pursue the claim at your expense.
9.8 Disputed Payments
If you dispute any charge or invoice, you must notify us within 7 days of receipt of the invoice. Any unresolved disputes will not affect your obligation to pay the undisputed portion of the invoice.
9.9 Refusal of payment
You will not refuse to pay any amount to us where there is only minor or inconsequential defect or error in the performance of the Services. You will be entitled to refuse to pay no more than a proportionate amount of any amount due.
10. Materials
10.1 Provision of Materials
We will provide all necessary materials, including cleaning solutions, tools, and equipment, required for performing the window cleaning service. The materials used will be of reasonable quality and appropriate for the services being provided.
10.2 Special Requests for Materials
If you have any specific requirements for materials, such as eco-friendly or specialty cleaning products, you must inform us in advance. We will make reasonable efforts to accommodate your request, but any additional costs incurred due to special material requirements will be charged to you.
10.3 Customer Responsibility for Materials
In the event that you supply specific materials for the cleaning process, you are responsible for ensuring their quality and suitability for use. If the materials provided by you are found to be unsuitable, we reserve the right to adjust the service or provide alternative solutions at your cost.
10.4 Material Safety
We will take all necessary precautions to ensure that the materials used are safe for both our staff and the premises. If any safety concerns arise regarding the materials or their use, we will notify you and may request alternative materials to proceed with the service.
11. Changes to Agreed Services
11.1 Customer Requests for Changes
If you wish to modify or alter the services that have been agreed upon, you must provide us with written notice at least 30 days before the next scheduled cleaning. We will assess the requested changes and confirm whether they can be accommodated.
11.2 Service Modifications
Any changes to the scope, frequency, or nature of the services will be subject to approval by us and may result in a change in pricing, depending on the extent of the modification. We will provide you with a revised estimate or quote for your approval before proceeding with any changes.
11.3 Price Adjustments
Once per year, we reserve the right to adjust the price of services in accordance with the official rate of inflation or any changes in operational costs. You will be notified of any price changes at least 30 days prior to the new pricing taking effect.
11.4 Agreement to Changes
No change to the agreed services will take effect until confirmed by both parties in writing. Any services provided beyond the agreed terms without prior notice or approval will be treated as extra and subject to additional charges.
12. Complaints
12.1 Reporting Complaints
If you are dissatisfied with the quality of our window cleaning service, you must report the issue to us within one (1) day following the completion of the cleaning. This enables us to address and resolve the complaint promptly.
12.2 Resolution Timeframe
We will aim to resolve any complaint or issue within five (5) working days of receipt of your complaint. This may involve a reinspection of the cleaned area or, if necessary, re-cleaning the windows at no additional charge to you, depending on the nature of the issue.
12.3 Limitations on Complaints
Complaints made outside the one (1) day timeframe after cleaning may not be considered for further action, as they suggest the issue was not a concern at the time of service. We reserve the right to determine whether a complaint is valid based on the timing of the report.
12.4 Pending Complaints and Service Continuation
Pending, unresolved complaints shall not justify immediate termination of the contract or halt of services unless the complaint is serious enough to suspend work. We will make reasonable efforts to resolve the complaint without disruption to the ongoing service schedule.
12.5 Inspection and Verification
In some cases, we may need to inspect the premises and verify the nature of the complaint before taking action. If we determine that the complaint is unjustified or related to an issue outside of our responsibility, we will inform you of our findings, and no further action will be taken.
13. Cancellation Terms
13.1 Standard Cancellation
You may cancel the service by providing one (1) cleaning’s notice, at least 30 days before the last scheduled cleaning. Cancellation notice must be submitted in writing, either by email or through other communication methods agreed upon.
13.2 Instant Termination
If you cancel the Direct Debit mandate without providing the required 30 days’ notice, you will incur a charge equal to
the final clean charge (including any applicable detergent fees), which will be collected from your account.
13.3 Duration of Contracted Service
The minimum duration for services under this agreement is three (3) cleans. You may provide cancellation notice after the third cleaning session. Until this minimum duration is met, cancellation will not be accepted.
13.4 Notice Period
Cancellation notice must be provided in writing at least 30 days before the intended last cleaning. If notice is provided later than this period, you will be liable for payment for the additional cleaning session(s) that fall within the notice period.
13.5 Final Clean Charge
Upon cancellation, the final cleaning session will be charged at the standard rate, plus an additional £10 for detergent use, as per the agreement.
13.6 Cancellation by Us
We reserve the right to cancel the agreement if:
•
You fail to pay invoices in accordance with the agreed payment terms.
•
You do not provide the necessary access or fail to meet your responsibilities outlined in this agreement.
•
There are unresolved safety concerns that prevent us from completing the service safely.
In the event of cancellation by us, you will be notified promptly, and any outstanding charges for completed services will be due immediately.
14. Safety Concerns
14.1 Customer’s Responsibility
You are responsible for ensuring that all areas around the windows to be cleaned are free from hazards that may pose a risk to the safety of our staff. This includes, but is not limited to, the removal of any obstructions, such as furniture, plants, ladders, or other items, that may impede access or create a tripping hazard.
14.2 Clear Access
You must ensure that the premises are accessible for our staff during the agreed service hours. If any access routes (e.g., gates, doors) are locked, you must provide us with the necessary keys or access codes in advance. Failure to do so may result in a delay or rescheduling of the service, for which we may charge a rescheduling fee.
14.3 External Hazards
We recommend that any external hazards, such as overgrown bushes, debris, or pet waste, be cleared from the vicinity of windows prior to the scheduled cleaning. We will not be responsible for any accidents that arise from such hazards.
14.4 Unsafe Conditions
If our staff identifies any unsafe conditions during the cleaning process, such as broken windows, loose fixtures, or any other safety risks, they will immediately stop the work and inform you of the issue. If safety concerns cannot be addressed on-site, we reserve the right to reschedule or cancel the service without liability.
14.5 Customer Notification of Risks
You must notify us in advance of any known safety concerns or specific instructions regarding the cleaning of your windows, particularly if there are known risks or delicate areas that require special handling. Failure to provide this information may limit our liability for any incidents.
14.6 Work at Height Safety
In cases where window cleaning requires work at height, we adhere to industry-standard safety procedures. Our staff is trained to safely work at height using appropriate equipment. However, if you are aware of any unique hazards related to the building structure or environment, it is your responsibility to inform us before the service.
15. Limitation and Exclusion of Liability
15.1 General Liability
We are committed to providing services with reasonable care and skill. However, we are not liable for damages caused by factors beyond our control, such as pre-existing structural issues or environmental factors.
15.2 Accidental Damage by Staff
In the event that our staff accidentally causes damage to property, such as breaking a window by pushing or striking the glass pane too hard, we accept liability for the repair or replacement of the damaged item, provided that:
•
The damage was caused by our staff’s negligence or failure to follow our standard procedures.
•
The incident is reported to us immediately, and we are allowed to verify the damage upon inspection.
•
The damage occurred during the normal course of providing the services and was not due to customer negligence or environmental factors.
15.3 Insurance Coverage
Our services are fully insured to cover accidental damage caused by our staff during the performance of their duties. Any claims will be processed in accordance with our insurance provider’s procedures. Customers are required to report such incidents immediately to facilitate prompt resolution.
15.4 Exclusions
We shall not be liable for:
•
Damage resulting from pre-existing faults, structural weaknesses, or improper installation of windows.
•
Indirect or consequential losses resulting from any accidental damage.
15.5 Limitation of Liability
While we accept liability for accidental damage covered by our insurance, our total liability will be limited to the extent of the insurance coverage for the particular incident.
15.6 Statutory Rights
Nothing in this clause shall exclude or limit our liability for any damage caused by gross negligence, death, or personal injury resulting from our negligence, or any other liability which cannot be limited or excluded by law.
16. Amendments to the Agreement
We may amend terms for legal compliance or minor corrections, with prior notice.
17. Sub-contracting
17.1 Sub-contracting of Services
We reserve the right to subcontract the provision of services to third-party contractors. However, we remain fully responsible for the performance and quality of the services provided by any subcontractors.
17.2 Training and Assessment
All subcontractors engaged by us will undergo comprehensive training and assessment to ensure they meet our quality standards before providing services to our customers. This ensures that the service quality remains consistent and up to the standards expected by our clients.
17.3 Customer Assurance
We are committed to maintaining a high level of service, regardless of whether the service is carried out by our direct employees or subcontractors. Any issues arising from subcontracted services will be handled with the same diligence and care as if they were performed by our in-house team.
18. Contacting Each Other
18.1 Service Provider Contact Information
You can contact Windows Pristine Ltd. using the following details:
Email: ask@winpri.co.uk
Mobile: 07403 866 316
18.2 Customer Contact Information
You must provide us with accurate contact details, including your email address, phone number, and address. Any changes to your contact information must be communicated to us promptly to ensure uninterrupted communication.
18.3 Methods of Communication
All notices, requests, and communications related to this agreement can be made via email, phone, mobile text messages, or in writing. Written communications should be sent to our registered business address or the customer’s address as provided.
18.4 Response Times
We aim to respond to all communications within two (2) working days. In cases of urgent matters, please contact us by phone or mobile for quicker assistance.
18.5 Official Notices
Any formal notices required under this agreement (such as notice of cancellation or changes to the terms) must be made in writing and delivered either by email, mobile text message, or by post to the respective parties’ contact addresses.
19. Third-Party Rights
19.1 Exclusion of Third-Party Rights
This agreement is made solely between Windows Pristine Ltd. and you, the customer. It is not intended to confer any rights or benefits to any third party.
19.2 No Third-Party Enforcement
A person who is not a party to this agreement shall have no right to enforce or benefit from any of its terms under the Contracts (Rights of Third Parties) Act 1999.
19.3 Exceptions
Any rights of third parties that are expressly provided in this agreement or required by applicable law are not excluded by this clause.
20. Data Protection
20.1 Compliance with Laws
Both parties agree to comply with all applicable data protection laws, including the General Data Protection Regulation (GDPR) and any other relevant data protection legislation.
20.2 Use of Personal Data
We will only use your personal data to provide the agreed services, process payments, and communicate relevant information related to our services. Personal data will not be shared with third parties except as necessary to fulfil our contractual obligations or as required by law.
20.3 Data Security
We will take appropriate technical and organizational measures to ensure the security of personal data and protect it from unauthorized or unlawful processing, accidental loss, destruction, or damage.
20.4 Data Retention
Personal data will be retained only for as long as necessary to fulfil the purposes for which it was collected or as required by law. After this period, data will be securely deleted or anonymized.
20.5 Customer Rights
You have the right to access, correct, or request the deletion of your personal data held by us. Requests can be made by contacting us at the details provided in this agreement. We will respond to such requests within the timeframes required by applicable law.
20.6 Breach Notification
In the event of a data breach that is likely to result in a high risk to your rights and freedoms, we will notify you and the relevant data protection authorities as required by law.
20.7 Third-Party Processors
If we use third-party service providers to process personal data, they will be subject to contractual obligations to ensure data protection and security measures are upheld.
21. Governing Law and Jurisdiction
21.1 Applicable Law
This agreement, including its interpretation and any disputes arising from it, shall be governed by and construed in accordance with the laws of England and Wales.
21.2 Jurisdiction
Both parties agree that any disputes or claims related to this agreement will be subject to the exclusive jurisdiction of the courts of England and Wales.
21.3 Dispute Resolution
Before resorting to legal action, both parties agree to attempt to resolve any disputes through mutual discussion or mediation, if appropriate and agreed upon by both parties.
22. Additional Terms Specific to Payment Collection and Direct Debit Guarantee
22.1 Direct Debit Payment System
We utilize the GoCardless system for collecting payments via Direct Debit for both one-time and regular window cleaning services. This system is designed to ensure secure and efficient payment processing.
22.2 Advance Notice
You will receive an email invoice detailing the completed work, the amount due, and the collection date. Payments are typically processed within 5 to 7 days of this notice.
22.3 Direct Debit Guarantee
The Direct Debit Guarantee ensures that:
•
You are entitled to an immediate refund from your bank in the case of any incorrect payments.
•
You have full control to set up or cancel the Direct Debit mandate as needed.
•
Any adjustments to the Direct Debit amount or schedule will be communicated to you in advance.
22.4 Customer Responsibility
You are responsible for ensuring that sufficient funds are available in your account to cover the payment on the collection date. Any failure to do so may result in additional charges as outlined in Clause 9.
22.5 Disputed Payments
In the event of a disputed payment, you must contact us immediately. We will investigate and resolve any issues promptly, including issuing a refund if necessary, under the Direct Debit Guarantee.
23. Service Intervals
23.1 Regular Service Intervals
We offer window cleaning services on a monthly (4-week cycle) or bi-monthly (8-week cycle) basis. The frequency of service will be agreed upon at the start of the contract and can be adjusted with mutual consent.
23.2 Acceptable Gaps Between Services
Due to factors beyond our control, such as adverse weather conditions, there may occasionally be a longer gap between services. A gap of up to six (6) weeks for monthly services and up to ten (10) weeks for bi-monthly services is acceptable under such circumstances.
23.3 Adjustments to Service Intervals
If adjustments to the service intervals are necessary, we will notify you in advance and reschedule the services to the closest possible dates. We will make every effort to minimize disruptions and maintain consistent service delivery.
23.4 Customer-Initiated Changes
If you wish to change the agreed service interval, you must provide 30 days’ written notice. We will confirm the new schedule and any potential changes in pricing due to the adjustment in service frequency.
24. Skipping Appointments
24.1 Rescheduling Appointments
Appointments may not be skipped. If you are unable to provide access for a scheduled cleaning, you must inform us at least 24 hours in advance. We will make reasonable efforts to reschedule the appointment at a mutually convenient time.
24.2 Missed Appointments Due to Customer
If you fail to provide access for the scheduled cleaning without prior notice, we will proceed with cleaning any accessible windows and charge 70% of the total service price. This charge will not be less than £10 and is designed to cover our costs for travel and staff time.
24.3 Missed Appointments Due to Us
In the unlikely event that we are unable to attend a scheduled appointment due to circumstances within our control (e.g., staff unavailability or equipment failure), we will inform you as soon as possible and reschedule the appointment at no additional charge.
24.4 Multiple Missed Appointments
If you miss multiple appointments or fail to provide sufficient notice for rescheduling, we reserve the right to review and potentially terminate the agreement.
25. Holidays and Lack of Access
25.1 Customer Holidays
If you are planning a holiday or will be unavailable to provide access on the scheduled cleaning day, you must inform us at least seven (7) days in advance. We will make arrangements to reschedule the cleaning or skip the appointment without charge, provided sufficient notice is given.
25.2 Lack of Access
If we arrive at the premises and are unable to gain access due to locked gates, absence, or other obstructions, we will clean any accessible windows and charge 70% of the total service price, with a minimum charge of £10. This is to cover the costs associated with travel and staff time.
25.3 Repeated Access Issues
Repeated instances of lack of access without prior notice may result in a review of the service agreement and potential termination of the contract.
25.4 Public Holidays
We do not provide services on public holidays. If your scheduled cleaning falls on a public holiday, we will notify you in advance and reschedule the appointment at the earliest convenient time.
26. Final Clean
26.1 Final Clean Charge
The final cleaning session will be charged at the regular cleaning rate, plus an additional £10 for detergent use. This charge applies to the last cleaning session before the termination of the service agreement.
26.2 Completion of Final Clean
The final clean will be performed according to the same standards as regular cleaning sessions, ensuring the windows are cleaned to the best of our ability. Any specific requests or requirements for the final clean should be communicated to us in advance.
26.3 Cancellation of Service Prior to Final Clean
If you cancel the service agreement before the final clean, you will be required to pay for all completed cleaning services up to that point, as well as any outstanding charges, including the final clean charge.
26.4 Post-Clean Inspection
If you are not satisfied with the final clean, you must report the issue to us within one (1) day of completion. We will inspect and, if necessary, re-clean the affected areas at no additional cost, provided the complaint is valid and within the timeframe specified.
27. Contact Details
27.1 Service Provider Contact Information
For any queries, complaints, or further information regarding our services, you can reach us through the following contact details:
Email: ask@winpri.co.uk
Mobile: 07403 866 316
27.2 Customer Communication
All communications from you regarding service requests, cancellations, or complaints should be directed to the contact details provided above. We will respond to all communications as promptly as possible, typically within two (2) working days.
27.3 Changes to Contact Details
If there are any changes to your contact details or ours, the party making the change must notify the other party in writing within seven (7) days of the change to ensure continued communication without disruption.
27.4 Office Hours
Our office hours for handling inquiries and communications are from 9:00 AM to 5:00 PM, Monday to Friday, excluding public holidays.
