Window Cleaning Terms and Conditions
Ecoclean Services Ltd
Effective Date: 31st January 2026
1. Agreement of Terms
By using our services, you agree to these Terms and Conditions. These terms govern the relationship between Ecoclean Services Ltd (“we,” “us,” or “our”) and the customer (“you” or “your”).
By accepting these Terms, you also agree that Ecoclean Services Ltd may contact you via telephone, email, SMS, or post regarding your service, including appointment reminders, payment notifications, and service updates.
2. Services Offered
We provide professional exterior window cleaning services for residential and commercial properties using a pure water cleaning system. Our services include:
- Regular window cleaning (every 4, 6, or 8 weeks)
- First clean (initial deep clean at a premium rate)
- Additional services (as agreed upon booking)
All services are for external window cleaning only unless otherwise agreed in writing.
3. Initial Visit & First Clean Charge
3.1 First Clean Premium
Your first clean will incur a one-off premium charge to cover the additional time and effort required to bring windows to a maintainable standard. This charge varies based on:
- Property size
- Number of windows
- Chosen cleaning frequency
The exact cost will be confirmed when you sign up for our service.
3.2 What Our Service Covers
Our pure water cleaning system is highly effective at removing general dirt, grime, and environmental buildup from windows and frames. However, it will not remove:
- Builders’ residue (plaster, concrete, cement, mortar)
- Paint or spray paint
- Stickers, adhesive residue, or labels
- Chemical staining or rust discolouration
- UV bleaching or oxidation on frames
- Scratches, cracks, or damaged seals
- Permanent damage to glass or frames
Please notify us during booking if any of these issues are present. These may require specialist treatment at an additional cost or may not be removable.
4. Service Frequency & Scheduling
4.1 Cleaning Cycles
We offer regular cleaning on the following schedules:
- 4-weekly (every 4 weeks)
- 6-weekly (every 6 weeks)
- 8-weekly (every 8 weeks)
4.2 Scheduling Flexibility
Due to weather conditions, operational demands, and route planning, please allow a one-week window before or after your scheduled date. We will notify you in advance of any significant delays.
4.3 Notification
Where possible, we will notify you before attending your property. However, we operate on a scheduled round system, and advance notice is not always guaranteed.
5. Weather Policy
5.1 Light Rain
We operate in light rain and showers as results are unaffected.
5.2 Heavy Rain / High Winds
In the event of heavy rain or high winds, we will reschedule your service to the next available working day.
6. Access & Property Requirements
6.1 Customer Responsibilities
To enable us to complete your clean, you must:
- Provide clear access to all windows on the scheduled day.
- Remove obstructions such as bins, plant pots, garden furniture, or vehicles that block access to windows.
- Ensure gates are unlocked or provide access codes/keys if pre-arranged.
- Notify us in advance if access arrangements change (e.g., you are moving, gates will be locked, building work is taking place).
If we cannot access all or part of your property, the full service fee may still apply.
6.2 Rear Access & Entry to Property
By agreeing to these Terms, you grant permission for Ecoclean operatives to:
- Access the rear or side of your property to clean windows.
- Enter garden areas and communal spaces as necessary to perform the service.
We will respect your privacy and property at all times. CCTV may be used by our operatives for safety and training purposes.
7. Cancellations & Turning Us Away
7.1 Minimum Service Commitment
By signing up for our services, you agree to a minimum of three (3) cleans. This allows us to demonstrate the quality of our work and bring your windows to a consistently clean standard.
If you cancel before the third clean:
- The remaining balance for those cleans becomes payable immediately.
7.2 Same-Day Cancellations
If you turn away our team or cancel on the day of service, we reserve the right to charge 100% of the service fee.
7.3 Advance Notice for Cancellation
If you need to skip or reschedule a clean, please provide at least 24 hours’ notice by:
One-off cancellations with proper notice will not incur a fee, but repeated cancellations may result in service termination.
8. Ending Our Service
8.1 Termination
You may cancel after your initial three-clean commitment by providing notice via:
8.2 Outstanding Payments
All outstanding balances must be cleared before your cancellation is processed.
8.3 Our Right to Terminate
We reserve the right to terminate your service immediately if:
- Payments are repeatedly late or dishonoured.
- You or anyone at your property behaves abusively or threateningly toward our staff.
- You breach any of these Terms.
- Access issues make it impractical to continue servicing your property.
9. Payments
9.1 Payment Methods
We accept the following payment methods:
- Direct Debit via GoCardless (required for regular customers)
- Credit or debit card
- Bank transfer
9.2 Regular Cleaning Services (4, 6, or 8 Weekly)
- We require payment via GoCardless (Direct Debit) for regular rounds.
- Payment is processed 5 days after the clean.
9.3 One-Off Services
For one-off services (e.g., gutter clearing or one-time cleans):
- Must be paid via card or bank transfer either upon booking or on the day of service.
9.4 Failed Payments
If a payment fails:
- We will notify you immediately.
- You will have 7 days to settle the outstanding amount.
- A £5 administration fee may apply for each failed payment.
- Services may be paused until payment is resolved.
9.5 Late Payment
For commercial customers, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, we reserve the right to charge statutory interest at 8% above the Bank of England base rate on invoices overdue by more than 30 days.
9.6 Debt Recovery
Unpaid invoices may be referred to a debt collection agency, and you may be liable for reasonable recovery costs.
10. Price Changes
We reserve the right to change our prices at any time. If a price increase affects your regular service, we will provide at least 30 days’ notice via email or text message. You will have the opportunity to cancel your service without penalty if you do not wish to accept the new pricing.
11. Liability & Insurance
11.1 Our Insurance
Ecoclean Services Ltd is fully insured for public and employer’s liability.
11.2 Our Liability
We take great care when cleaning your windows. However, we are not liable for:
- Pre-existing damage to windows, frames, seals, or glass (e.g., cracks, chips, scratches, rotten frames, failed double-glazing seals).
- Damage caused by defective or old window seals that fail during or after cleaning.
- Staining or discolouration that cannot be removed by pure water cleaning.
- Damage caused by third parties (e.g., vandalism, adverse weather, building work).
- Indirect or consequential losses (e.g., loss of enjoyment, inconvenience).
11.3 Your Responsibility
You are responsible for ensuring that windows and frames are in a reasonable state of repair. If you are aware of any fragile or damaged windows, please notify us in advance so we can take extra care or exclude them from the clean.
11.4 Claims
Any claims for damage must be reported to us within 24 hours of the clean. We will investigate all claims and, where appropriate, work with our insurers to resolve them.
12. Complaints Procedure
12.1 Our Commitment
We are committed to providing a high-quality service on every visit. If you are not satisfied with our work, we want to put it right.
12.2 How to Complain
If you are unhappy with the standard of cleaning, you must contact us within 24 hours of your clean by:
Please provide:
- Your name and address
- The date of the clean
- Details of the issue
12.3 Our Response
We will:
- Investigate your complaint promptly.
- Return to re-clean your windows free of charge on the next available working day (subject to weather).
12.4 Late Complaints
Complaints raised more than 24 hours after the clean may not be eligible for a free re-clean, as we cannot verify the condition of the windows after this time.
12.5 No Refunds
We operate a no-refund policy. Instead, we will rectify any issues by re-cleaning your windows free of charge, provided you notify us within the required timeframe.
13. Data Protection & Privacy
13.1 How We Use Your Data
We collect and store customer information (name, address, contact details, payment information) in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your data is used to:
- Provide and manage your cleaning service.
- Process payments.
- Send service reminders and updates.
13.2 Confidentiality
All customer information is stored securely on a confidential database and is not shared with any third party except:
- Payment processors (e.g., GoCardless).
- Legal or regulatory authorities (if required by law).
13.3 Your Rights
You have the right to:
- Access your personal data.
- Request corrections or deletions.
- Withdraw consent for marketing communications.
For data protection queries, contact us at info@ecocleanonline.co.uk.
14. Consumer Rights
14.1 Consumer Contracts Regulations 2013
If you are a consumer and entered into this contract away from our business premises (e.g., via telephone, online, or at your home), you may have a 14-day cooling-off period during which you can cancel without penalty, provided no service has yet been performed at your request.
14.2 Consumer Rights Act 2015
Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill. If we fail to meet this standard, you have the right to:
- Request a repeat performance (re-clean).
- Receive a price reduction if a repeat performance is not possible.
This does not affect your statutory rights.
15. Limitation of Service
15.1 One-Off Cleans Not Available
We do not offer one-off window cleaning services. By booking with us, you agree to join our regular cleaning round for a minimum of three cleans. This ensures consistent quality and allows us to maintain efficient routes.
15.2 Service Area
Our services are subject to availability in your area. We reserve the right to decline service if your property is outside our operational area or if servicing your property is impractical.
16. Health & Safety
16.1 Hazards
If there are any health and safety hazards on your property (e.g., aggressive animals, unstable structures, electrical hazards), you must notify us in advance. Failure to do so may result in our operatives refusing to work, and a call-out fee may be charged.
16.2 Our Duty
Our operatives are trained to work safely. We use appropriate equipment (water-fed poles, ladders where necessary) and follow health and safety regulations.
17. Conduct & Abuse
17.1 Respectful Treatment
Our staff must be treated with respect at all times. We operate a zero-tolerance policy on:
- Verbal or physical abuse.
- Threatening or intimidating behaviour.
- Harassment or discrimination.
Any such behaviour will result in immediate termination of service without refund, and we may pursue legal action or report the matter to the police.
18. Force Majeure
We are not liable for delays or failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to:
- Severe weather (storms, snow, ice, heavy rain).
- Acts of God (flooding, earthquakes).
- Pandemics or public health emergencies.
- Road closures or transport disruptions.
- Strikes or industrial action.
In such cases, we will reschedule your clean as soon as reasonably practicable.
19. Amendments to Terms
We reserve the right to update or amend these Terms at any time. Changes will be:
Continued use of our services after changes are made constitutes acceptance of the updated Terms.
20. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.
21. Contact Us
For questions, complaints, or service enquiries, please contact us:
Ecoclean Services Ltd
By using our services, you confirm that you have read, understood, and agree to these Terms and Conditions.
