ECOCLEAN SERVICES LTD
WINDOW AND EXTERIOR CLEANING TERMS AND CONDITIONS OF SERVICE
Version 2.0
Effective Date: 1 August 2026
COMPANY DETAILS
These Terms and Conditions apply to all window cleaning and exterior cleaning services provided by EcoClean Services Ltd.
EcoClean Services Ltd
32 Perry Road
Witham
Essex
CM8 3YZ
Company Number: 04756369
Email: info@ecocleanonline.co.uk
Telephone: 01376 503555
DEFINITIONS
“EcoClean Services Ltd”, “Company”, “We”, “Us” and “Our” means EcoClean Services Ltd.
“Customer”, “You” and “Your” means any individual, household, landlord, managing agent, organisation or business purchasing services from EcoClean Services Ltd.
“Service” means window cleaning, conservatory roof cleaning, fascia and soffit cleaning, gutter clearing and any other exterior cleaning service supplied by EcoClean Services Ltd.
“Service Visit” means attendance by EcoClean Services Ltd at a property for the purpose of carrying out the agreed service.
“Recurring Service” means a service scheduled to take place at regular intervals.
“One-Off Service” means a service provided on a single occasion and not as part of a recurring service arrangement.
“Quotation” means the written or verbal price and description of work provided by EcoClean Services Ltd.
ACCEPTANCE OF TERMS
By booking a service, requesting a quotation, making payment, accepting a quotation, continuing to receive services, or allowing EcoClean Services Ltd to attend a property, the Customer agrees to be bound by these Terms and Conditions.
These Terms and Conditions form the entire agreement between EcoClean Services Ltd and the Customer, together with any written quotation or service-specific agreement.
Nothing in these Terms and Conditions affects the statutory rights of a consumer.
SERVICES PROVIDED
EcoClean Services Ltd provides professional window and exterior cleaning services.
Services may include:
• Regular external window cleaning.
• One-off external window cleaning.
• Conservatory roof cleaning.
• Fascia and soffit cleaning.
• Gutter clearing.
• Exterior cladding cleaning.
• Other exterior cleaning services agreed with the Customer.
Unless specifically agreed otherwise in writing, window cleaning services are for the outside of the property only.
The exact areas included in a service will be determined by the service selected, the quotation provided and the areas that can be safely accessed.
All prices are inclusive of VAT where applicable.
EcoClean Services Ltd reserves the right to amend prices by providing not less than 30 days’ notice.
QUOTATIONS
Quotations are based upon the information available to EcoClean Services Ltd when the quotation is prepared.
A quotation may be amended where:
• The information supplied by the Customer is incorrect or incomplete.
• The size or condition of the property differs from that described.
• Access is more difficult than reasonably anticipated.
• Additional work is requested.
• Heavy contamination or specialist cleaning is required.
• Health and safety considerations affect how the work must be completed.
Where reasonably practical, the Customer will be informed of any material price change before additional chargeable work is carried out.
Unless otherwise stated, quotations are valid for 30 days.
FIRST CLEANS
The first clean may be charged at a higher rate due to the additional time and work required to bring windows, frames and sills to a maintainable standard.
The first-clean charge may vary depending upon:
• The size of the property.
• The number of windows.
• The condition of the windows.
• The level of contamination.
• Access requirements.
• The service frequency selected.
• The length of time since the property was last professionally cleaned.
A first-clean rate may also apply where a recurring service has been cancelled, suspended or significantly delayed and the property requires additional work when service resumes.
CUSTOMER RESPONSIBILITIES
The Customer agrees to:
• Ensure safe access to the property.
• Unlock gates where necessary.
• Remove obstacles that prevent access to windows.
• Move vehicles where they block safe access.
• Close all windows and doors before the service.
• Secure pets and animals.
• Notify EcoClean Services Ltd of any known hazards.
• Notify EcoClean Services Ltd of fragile, defective or damaged windows and fittings.
• Maintain accurate contact and property details.
• Notify EcoClean Services Ltd of any changes that may affect service delivery.
EcoClean Services Ltd is not responsible for missed or incomplete services caused by inaccurate or incomplete information supplied by the Customer.
ACCESS REQUIREMENTS
Safe and reasonable access must be available on the scheduled service day.
EcoClean Services Ltd reserves the right to record a service attempt where access is unavailable due to:
• Locked gates.
• Obstructions.
• Vehicles blocking access.
• Unsafe paths, surfaces or working areas.
• Aggressive or unsecured animals.
• Building work.
• Scaffolding or temporary structures.
• Windows or areas being inaccessible.
• Any other condition that prevents the work from being completed safely.
EcoClean Services Ltd will not climb over locked gates, fences or other barriers to gain access.
REAR AND SIDE ACCESS
Where rear or side access is required, the Customer authorises EcoClean Services Ltd to enter those areas for the purpose of carrying out the agreed service, provided safe and reasonable access has been made available.
This permission only applies to access reasonably required to perform the service.
Customers who do not wish EcoClean Services Ltd to enter a rear or side area when they are not present must notify the Company in writing before the scheduled visit.
SERVICE ATTEMPTS
A service attempt occurs where EcoClean Services Ltd attends a property but is unable to complete all or part of the service due to circumstances beyond its reasonable control.
Service attempts may be evidenced by:
• GPS tracking.
• Time-stamped records.
• Vehicle tracking.
• Photographs.
• Staff notes.
• Operational records.
A service attempt shall be deemed attendance for operational purposes.
CHARGES FOR SERVICE ATTEMPTS
Where a service attempt has been recorded because the Customer failed to provide access or otherwise prevented the service from being completed, the full or partial service fee may still be payable.
This may apply where:
• A gate is locked.
• The Customer turns the operative away.
• Vehicles or obstacles prevent access.
• Animals prevent safe access.
• The Customer has not provided required access instructions.
• The Customer has failed to provide the required cancellation notice.
Any charge applied will reflect the attendance, reserved route time, work undertaken and reasonable loss incurred by EcoClean Services Ltd.
No charge will be applied where the service cannot be completed solely because of a failure by EcoClean Services Ltd.
ROUTE-BASED SERVICE
EcoClean Services Ltd operates a route-based service system.
Customers acknowledge that:
• Specific appointment times cannot normally be guaranteed.
• Service times may vary.
• Routes may be altered.
• Services may be completed earlier or later than the estimated cycle date.
• Operational requirements may affect scheduled visits.
• Different services may be carried out on separate visits.
Regular service dates are estimates and are not guaranteed appointment dates.
SERVICE FREQUENCY
Recurring window cleaning services may be scheduled at intervals including:
• Every four weeks.
• Every six weeks.
• Every eight weeks.
• At another interval agreed with the Customer.
The service interval is an approximate recurring cycle and does not guarantee that the service will take place on the same calendar date each cycle.
Due to weather, staff availability, vehicle issues, public holidays and route requirements, a recurring visit may take place up to seven days before or after the estimated cycle date.
MINIMUM SERVICE COMMITMENT
Customers joining a recurring window cleaning round agree to receive and pay for a minimum of three cleans unless otherwise agreed in writing.
Where the Customer cancels before completing the minimum three-clean commitment, EcoClean Services Ltd may charge the difference between the recurring service price paid and the applicable one-off or first-clean price.
Any adjustment will be reasonable and will reflect the service that has already been provided.
WEATHER CONDITIONS
EcoClean Services Ltd may carry out window cleaning in light rain or changeable weather where it is safe and reasonable to do so.
Purified-water window cleaning does not normally require windows to be dried manually.
EcoClean Services Ltd may delay, suspend or reschedule a service where conditions include:
• Heavy rain.
• High winds.
• Lightning.
• Ice or snow.
• Extreme temperatures.
• Flooding.
• Any condition that may place staff, customers or property at risk.
Where a service is delayed due to weather, it will be rearranged or completed as soon as reasonably practical within the operational route.
HEALTH AND SAFETY
EcoClean Services Ltd reserves the right to refuse or stop work where it considers the property, access route, equipment, surface or working conditions to be unsafe.
EcoClean Services Ltd will determine the equipment and working methods used to carry out the service safely.
Employees and contractors must not be asked to:
• Work from unsafe ladders.
• Walk on roofs or conservatory roofs.
• Enter unsafe structures.
• Use equipment supplied by the Customer.
• Work near exposed electrical hazards.
• Carry out work contrary to their training or Company safety procedures.
Refusal to complete unsafe work will not constitute a breach of contract.
SERVICE STANDARDS
EcoClean Services Ltd will use reasonable care and skill when providing services.
The purpose of a regular cleaning service is to maintain the property at a reasonable standard.
EcoClean Services Ltd does not guarantee that windows, frames, sills, roofs, fascias, soffits, gutters or other surfaces will be restored to a new or like-new condition.
Results may be affected by the age, material, condition and previous maintenance of the surface being cleaned.
PURIFIED-WATER CLEANING
EcoClean Services Ltd may use a purified-water-fed pole system for external window cleaning.
Windows may be left wet following cleaning and will normally dry naturally.
Customers should not wipe or dry the glass immediately after the service, as this may affect the finish.
During an initial clean, or where windows have not been cleaned for a significant period, small amounts of residual contamination may remain and may require subsequent regular cleans to fully improve.
CLEANING LIMITATIONS
Standard window and exterior cleaning services are intended to remove normal environmental dirt and general build-up.
Unless specialist cleaning has been specifically agreed, the service may not remove:
• Paint.
• Cement.
• Plaster.
• Render.
• Builders’ residue.
• Silicone.
• Adhesives.
• Stickers.
• Tape residue.
• Hard-water staining.
• Chemical staining.
• Rust staining.
• Oil or grease.
• Limescale.
• Scratches.
• Etching.
• Oxidisation.
• Permanent discolouration.
• Contamination beneath failed window seals.
The removal of specialist contamination may require a separate quotation and additional charge.
EcoClean Services Ltd will not use blades, scrapers, chemicals or abrasive products unless it considers them suitable and their use has been agreed where necessary.
HEAVY CONTAMINATION
Where a property requires significantly more work than a normal recurring service due to heavy contamination, neglect, building work or an extended gap between cleans, EcoClean Services Ltd may:
• Apply an additional cleaning charge.
• Apply the current first-clean rate.
• Provide a separate quotation.
• Decline to undertake specialist work.
• Reschedule the service to allow sufficient time.
Where reasonably practical, the Customer will be informed before additional chargeable work is carried out.
CONSERVATORY ROOFS, FASCIAS AND SOFFITS
Conservatory roofs, fascias, soffits and similar surfaces will only be cleaned where EcoClean Services Ltd considers that the work can be completed safely.
Employees and contractors will not normally stand or walk on conservatory roofs.
The Customer must advise EcoClean Services Ltd of:
• Loose roof panels.
• Damaged seals.
• Existing leaks.
• Cracked glass or polycarbonate.
• Defective gutters.
• Loose fittings.
• Known structural problems.
EcoClean Services Ltd is not responsible for leaks or damage caused by existing defects, deterioration or defective installation.
GUTTER CLEARING
Unless otherwise agreed, gutter clearing means the removal of accessible debris from gutter channels.
The service does not automatically include:
• Gutter repairs.
• Replacement guttering.
• Downpipe dismantling.
• Underground drainage work.
• Removal of solid blockages from inaccessible downpipes.
• Roof repairs.
• Fascia or soffit repairs.
EcoClean Services Ltd cannot guarantee that defective, poorly installed or damaged guttering will flow correctly after clearing.
PRE-EXISTING DAMAGE AND DEFECTS
The Customer must notify EcoClean Services Ltd of any known damage or defect before work begins.
EcoClean Services Ltd shall not be responsible for damage or failure caused by:
• Existing cracks.
• Loose glass.
• Failed seals.
• Rotten or deteriorated frames.
• Loose window vents.
• Loose trims or fittings.
• Defective hinges or locks.
• Damaged guttering.
• Defective installations.
• Poor workmanship by third parties.
• Normal wear and tear.
• Structural movement.
• Age-related deterioration.
Where reasonably practical, EcoClean Services Ltd may photograph existing damage before commencing work.
FRAGILE ITEMS AND PROPERTY
Customers must remove or secure fragile items located near the working area.
This includes:
• Garden ornaments.
• Hanging baskets.
• Plant pots.
• Decorative lighting.
• Furniture.
• Children’s toys.
• Electronic equipment.
• Temporary structures.
EcoClean Services Ltd shall not be responsible for damage to items that have not been removed or secured where the risk was reasonably foreseeable and reasonable care was taken.
WATER AND ELECTRICITY
Where a service requires access to an external water or electricity supply, this will be agreed with the Customer before or during the quotation process.
The Customer must ensure that any supply made available is safe, functional and suitable for use.
EcoClean Services Ltd will use reasonable care when using Customer-provided utilities.
SERVICE VERIFICATION
EcoClean Services Ltd may record photographic, GPS, vehicle-tracking or time-stamped evidence of service visits.
Evidence may be used to:
• Confirm attendance.
• Record property condition.
• Verify completed work.
• Record access problems.
• Investigate complaints.
• Resolve payment or service disputes.
• Protect customers, staff and property.
Photographs will be limited to what is reasonably necessary and will not normally be used for advertising without permission.
PAYMENT METHODS
Payment may be made by:
• Direct Debit.
• Debit Card.
• Credit Card.
• Bank Transfer.
EcoClean Services Ltd reserves the right to allocate any payment received to the oldest outstanding balance on the Customer account.
RECURRING SERVICE PAYMENTS
Recurring window cleaning services are normally charged following each completed service visit or service attempt where a charge is properly due.
Payment arrangements may differ where the Customer has agreed to:
• Pay in advance.
• Pay by recurring card payment.
• Pay by Direct Debit.
• Pay under an agreed commercial account arrangement.
PAYMENT TERMS
Invoices must be paid within seven days of issue unless otherwise agreed in writing.
LATE PAYMENT CHARGES
Where an invoice remains unpaid after 30 days, EcoClean Services Ltd may apply a £10 administration charge.
The administration charge covers:
• Account administration.
• Payment chasing.
• Correspondence.
• Operational recovery costs.
Any charge applied to a consumer account will be reasonable and proportionate to the administration and recovery activity undertaken.
ACCOUNT SUSPENSION
EcoClean Services Ltd reserves the right to suspend services where an account remains unpaid.
No services will be carried out during a suspension period.
Suspension does not remove the Customer’s responsibility to pay outstanding invoices or charges already incurred.
INACTIVE ACCOUNTS
EcoClean Services Ltd reserves the right to mark an account inactive where payment remains outstanding.
EcoClean Services Ltd may:
• Remove the property from future routes.
• Refuse future bookings.
• Close the account.
• Refuse promotional offers.
Outstanding balances remain payable regardless of account status.
REACTIVATION OF SERVICE
Where an account has been suspended or made inactive:
• All outstanding balances must be paid.
• All valid charges must be paid.
• Any applicable reactivation fee must be paid.
EcoClean Services Ltd reserves the right to require:
• Payment in advance.
• A valid Direct Debit mandate.
• A valid payment card.
before reinstating service.
A £15 reactivation fee may be charged where reasonable administrative or operational work is required to reinstate the account.
Where a significant period has passed since the last clean, the next visit may be charged at the applicable first-clean rate.
DIRECT DEBIT REQUIREMENTS
EcoClean Services Ltd reserves the right to require a Direct Debit mandate as a condition of commencing, continuing or reinstating recurring services.
DEBT RECOVERY
Where payment remains outstanding for 60 days or more, EcoClean Services Ltd reserves the right to commence debt recovery procedures.
The Customer shall remain liable for reasonable recovery costs where permitted by law.
EcoClean Services Ltd may also seek payment through the County Court or another lawful recovery process.
BUSINESS CUSTOMERS
Business customers may be charged:
• Statutory interest.
• Fixed compensation.
• Reasonable recovery costs.
These charges may be applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
CHARGEBACKS AND PAYMENT DISPUTES
Customers should contact EcoClean Services Ltd before initiating a chargeback or payment dispute so that the matter can be investigated.
Where a chargeback or payment dispute is initiated, EcoClean Services Ltd reserves the right to suspend services while the matter is investigated.
Where a chargeback or payment dispute is found to be unjustified, the Customer may remain liable for:
• The original balance.
• Reasonable chargeback fees.
• Reasonable administration costs.
• Legal costs where awarded.
• Recovery costs where permitted by law.
Nothing in this section prevents a Customer from exercising any legal right to dispute a payment.
REFUSAL OF SERVICE
EcoClean Services Ltd reserves the right to refuse, suspend or terminate services where a Customer:
• Fails to make payment.
• Repeatedly pays late.
• Initiates unjustified payment disputes.
• Behaves abusively.
• Threatens or harasses staff.
• Repeatedly prevents access.
• Requests unsafe working practices.
• Breaches these Terms and Conditions.
ROUTE REMOVAL
EcoClean Services Ltd reserves the right to remove a property from a service route where:
• The account becomes overdue.
• The account becomes inactive.
• The service becomes commercially or operationally unviable.
• Repeated service attempts occur.
• Safe access cannot be maintained.
• The Customer repeatedly breaches these Terms and Conditions.
Where reasonably practical, the Customer will be notified that the property has been removed from the route.
CANCELLATION OF RECURRING SERVICES
Customers may cancel a recurring service by providing not less than 24 hours’ written notice before the next scheduled visit.
Recurring-service Customers remain responsible for completing the minimum three-clean commitment unless otherwise agreed in writing.
Cancellation does not remove liability for:
• Services already completed.
• Valid service-attempt charges.
• Outstanding invoices.
• Reasonable charges already incurred.
• Reasonable recovery costs where permitted by law.
Cancellation requests may be made by email, SMS, portal message or another written method accepted by EcoClean Services Ltd.
CANCELLATION OF ONE-OFF SERVICES
Customers must provide not less than 24 hours’ written notice to cancel or reschedule a one-off service.
Where less than 24 hours’ notice is provided, EcoClean Services Ltd may retain or charge an amount reflecting its reasonable losses, including:
• Time reserved for the booking.
• Staff or contractor costs already committed.
• Materials purchased specifically for the work.
• Travel or preparation costs already incurred.
EcoClean Services Ltd will take reasonable steps to reduce its losses and will not charge more than its reasonable direct loss resulting from the cancellation.
CONSUMER COOLING-OFF RIGHTS
Where a consumer books a service online, by telephone, by email or away from the business premises, the Customer may have a legal right to cancel the contract within 14 days of entering into it.
Where the Customer asks EcoClean Services Ltd to begin work during the 14-day cancellation period, the Customer agrees that:
• The service may begin before the cancellation period ends.
• If the Customer later cancels after work has started, a reasonable proportion of the agreed price may be payable for work already completed.
• The right to cancel may be lost once the service has been fully completed, where the Customer expressly requested early performance and acknowledged that the cancellation right would be lost following full completion.
These rights apply only where required by consumer law and do not affect any additional cancellation rights provided by EcoClean Services Ltd.
COMPLAINTS
Customers should inspect the service as soon as reasonably practical and notify EcoClean Services Ltd promptly if they believe that an area has been missed or the service has not been completed correctly.
Where possible, complaints about the visible results of a clean should be reported within 24 hours so that the condition of the property can be properly investigated.
Customers may be asked to provide:
• Photographs.
• Videos.
• Details of the affected windows or areas.
• Access for inspection or remedial work.
Where EcoClean Services Ltd agrees that the service has not been completed to the required standard, it may return to re-clean the affected area within a reasonable period and without additional charge.
The Customer must allow EcoClean Services Ltd a reasonable opportunity to inspect and, where appropriate, repeat the service.
The request that complaints are reported promptly does not remove or restrict a Customer’s statutory rights.
DAMAGE REPORTING
Any alleged property damage should be reported to EcoClean Services Ltd as soon as reasonably possible after it is discovered.
The Customer should provide photographs, videos and any other information reasonably required to investigate the allegation.
EcoClean Services Ltd must be given a reasonable opportunity to inspect the alleged damage before repairs are arranged, except where urgent action is reasonably required to prevent further damage or ensure safety.
EcoClean Services Ltd may not be responsible for repair costs that were incurred without allowing it a reasonable opportunity to inspect or remedy the matter.
DAMAGE AND LIABILITY
EcoClean Services Ltd will use reasonable care and skill when providing services.
EcoClean Services Ltd shall be responsible for direct loss or damage caused by its failure to use reasonable care and skill.
EcoClean Services Ltd shall not be responsible for loss or damage caused by:
• Pre-existing defects.
• Defective installations.
• Deterioration or wear and tear.
• Information withheld by the Customer.
• Unsafe or unsuitable conditions outside its control.
• The Customer’s failure to follow reasonable instructions.
• Events beyond its reasonable control.
EcoClean Services Ltd shall not be responsible for losses that were not reasonably foreseeable when the contract was entered into.
EcoClean Services Ltd does not exclude or restrict liability where it would be unlawful to do so.
Nothing in these Terms and Conditions excludes or limits liability for:
• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of statutory consumer rights.
• Any other liability that cannot legally be excluded or limited.
DATA PROTECTION
EcoClean Services Ltd processes personal data in accordance with UK GDPR and the Data Protection Act 2018.
Customer information may be retained for up to seven years where required for accounting, taxation, legal, insurance, dispute-resolution or legitimate business purposes.
Personal information will not be retained for longer than reasonably necessary for the purpose for which it is held.
COMMUNICATIONS
EcoClean Services Ltd may contact Customers by:
• Telephone.
• Email.
• SMS.
• Portal notification.
• Post.
Communications may relate to:
• Service reminders.
• Route or schedule changes.
• Payment notifications.
• Account administration.
• Quotations.
• Complaints.
• Service updates.
Customers are responsible for ensuring that their contact information remains accurate.
CONDUCT AND ABUSE
EcoClean Services Ltd operates a zero-tolerance policy toward threatening, abusive, discriminatory or harassing behaviour directed at staff or contractors.
Such behaviour may result in:
• Immediate suspension of service.
• Cancellation of future bookings.
• Removal from the service route.
• Termination of the Customer account.
• Reporting the matter to the police or another relevant authority where appropriate.
Outstanding balances remain payable following termination.
FORCE MAJEURE
EcoClean Services Ltd shall not be liable for delays or failures caused by events beyond its reasonable control, including:
• Severe weather.
• Vehicle breakdowns.
• Illness.
• Staff shortages.
• Equipment failure.
• Road closures.
• Traffic disruption.
• Government restrictions.
• Utility failures.
• Public emergencies.
• Supplier failures.
Where possible, affected services will be rearranged or resumed once it is reasonably practical to do so.
CHANGES TO THESE TERMS
EcoClean Services Ltd may update these Terms and Conditions where reasonably necessary.
Customers will be given reasonable notice of any material change affecting an ongoing recurring service.
Continued use of the service after the notified effective date will constitute acceptance of the revised Terms and Conditions.
Where a change materially disadvantages a consumer, the Customer may cancel the recurring service before the change takes effect without an additional cancellation charge, subject to payment for services already supplied.
NO WAIVER
Failure by EcoClean Services Ltd to enforce any provision of these Terms and Conditions shall not constitute a waiver of its rights.
Any delay in enforcing a right shall not prevent EcoClean Services Ltd from enforcing that right at a later date.
ENTIRE AGREEMENT
These Terms and Conditions, together with any accepted quotation or written service agreement, constitute the entire agreement between EcoClean Services Ltd and the Customer.
No employee or contractor may vary these Terms and Conditions unless the variation is confirmed by EcoClean Services Ltd in writing.
SEVERABILITY
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
THIRD-PARTY RIGHTS
Unless expressly stated otherwise, no person other than EcoClean Services Ltd and the Customer shall have any right to enforce these Terms and Conditions.
GOVERNING LAW
These Terms and Conditions shall be governed by the laws of England and Wales.
The courts of England and Wales shall have jurisdiction, although a consumer living elsewhere in the United Kingdom may also have rights to bring proceedings in their local courts.
