Terms of Business

Sky View Cleaning – Terms and Conditions

Sky View Cleaning Ltd Registered in England & Wales, Company No. 12269140 | VAT No. 510844514 Registered office: Fortress House, 301 High Road, Benfleet, Essex, SS7 5HA Tel: 01268 962 952 | Email: info@skyviewcleaning.co.uk

1. About these terms
1.1 These terms apply to all services provided by Sky View Cleaning Ltd ("Sky View", "we", "us", "our") to you, the customer ("you", "your"), including window cleaning, frame and sill cleaning, conservatory cleaning, gutter clearing, fascia and soffit cleaning, roof cleaning, pressure washing, solar panel cleaning and any other exterior cleaning service.

1.2 By accepting a quote, booking a service, joining one of our regular cleaning rounds, or allowing us to carry out work, you agree to these terms. Please read them carefully.

1.3 Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015.

1.4 We may update these terms from time to time. We will notify regular customers of any significant changes at least 14 days before they take effect. The version on our website at the time of each service applies.

2. Quotes and pricing
2.1 Quotes are based on the information you provide and, where applicable, a visual assessment of the property. If the property differs materially from what we were told (for example, extra windows, extensions, conservatories or restricted access), we will discuss any price change with you before carrying out the work.

2.2 Quotes are valid for 30 days unless stated otherwise.

2.3 Prices for regular window cleaning assume the windows are kept in a maintained condition by regular cleaning.

2.4 We may review our prices from time to time. We will give regular customers at least 14 days' notice of any price increase. If you do not wish to continue at the new price, you may cancel before the increase takes effect without any cancellation fee.

2.5 All prices include VAT where applicable.

3. First clean and restoration charge
3.1 Where windows, frames or sills are not at a maintenance standard (for example, due to heavy build-up of dirt, algae, moss, cobwebs, bird mess or a long gap since the last clean), the first clean requires significantly more time, water and labour.

3.2 In these cases, a one-off first clean (restoration) charge will apply in addition to, or in place of, your regular price for that first visit.

3.3 Any first clean charge will always be discussed and agreed with you before any work begins. You will never be charged a restoration fee that you have not agreed to.

3.4 On heavily neglected windows, it can take two to three regular cleans to bring the glass, frames and sills to their best condition. This is normal and does not indicate a poor clean.

4. Regular window cleaning service and minimum term
4.1 By joining our regular window cleaning service, you agree to a minimum of three (3) consecutive scheduled cleans at your agreed frequency ("the Minimum Term").

4.2 Our regular prices are calculated on the basis that each customer remains on the round for at least the Minimum Term. This allows us to plan routes efficiently and keep prices competitive.

4.3 If you cancel the regular service before the Minimum Term has been completed (other than within the cooling-off period in Section 6, or due to our failure to provide the service with reasonable care and skill), a cancellation fee equal to the price of one standard regular clean will be payable.

4.4 After the Minimum Term, your service continues on a rolling basis at your agreed frequency until cancelled by either party in accordance with Section 13.

4.5 You may request to skip an individual clean by giving us at least 48 hours' notice. Skipped cleans do not count towards the Minimum Term.

5. What is included
5.1 Unless otherwise agreed, a standard window clean includes the external glass of all accessible windows and glazed doors, together with frames and sills where included in your quote.

5.2 The following are not included unless specifically quoted: internal windows, conservatory roofs, skylights and roof lanterns, Velux windows, fascias, soffits, gutters, solar panels and any area not safely accessible from ground level with our equipment.

5.3 We use a professional purified water-fed pole system and/or traditional methods. We use our own water supply and do not require access to yours.

6. Your right to cancel (cooling-off period)
6.1 If you booked our services away from our premises (for example, at your door, online, by phone or by text), you have the right to cancel within 14 days of agreeing to the service, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

6.2 To cancel, contact us by phone, text or email at info@skyviewcleaning.co.uk with a clear statement of your decision.

6.3 If you ask us to carry out a clean within the 14-day cooling-off period, you agree that you will pay for any services already provided before you notified us of your cancellation. If the service has been fully completed within the cooling-off period, you lose the right to cancel that service.

6.4 No Minimum Term cancellation fee applies if you cancel within the cooling-off period.

7. Scheduling and access
7.1 We operate on a rounds-based system and do not offer timed appointments. Your clean will take place on or around your scheduled date. We may clean earlier or later than the scheduled date by a few days to allow for weather, route planning or unforeseen circumstances.

7.2 You do not need to be at home for us to clean. By joining our service, you give us permission to access your property's exterior on your scheduled clean date for the purpose of providing the service.

7.3 You agree to provide safe and clear access to all areas to be cleaned, including:

• leaving side and rear gates unlocked, or providing a gate code;
• keeping dogs and other pets secured indoors or away from work areas;
• moving vehicles, bins, garden furniture or other obstructions where reasonably possible;
• removing fragile or valuable items from external windowsills and ledges.
7.4 If part of the property cannot be accessed, we will clean all accessible areas and charge the full price, unless otherwise agreed.

7.5 We are not responsible for gates left open by others, or for pets escaping where gates have been left accessible for us at your request. We will always close gates behind us.

8. Weather
8.1 We clean in the rain. Our purified water system leaves no residue, so light and moderate rain does not affect the quality of the clean. Rain water that lands on the glass after a clean may leave some spotting; this is not a defect in our service and does not entitle you to a re-clean or refund.

8.2 We will not work in conditions we consider unsafe, including high winds, lightning, ice or snow. In these cases, your clean will be rescheduled as soon as reasonably possible.

9. Refused access, cancellation at the door and missed visits
9.1 If our operative attends your property on the scheduled day and is refused entry, turned away, or unable to carry out the clean due to locked gates, loose animals, obstructions or any other reason within your control, the full price of the clean will be payable, as the visit has been scheduled and the time allocated.

9.2 If you wish to cancel or skip a scheduled clean, you must give us at least 48 hours' notice to avoid this charge.

9.3 If we are unable to attend due to reasons within our control, you will not be charged and we will reschedule.

10. Payment
10.1 Payment is due within 7 days of each clean being completed, unless otherwise agreed.

10.2 Our preferred payment method is Direct Debit via GoCardless, which is collected automatically after each clean. We also accept card payments via our secure online payment link and bank transfer. We do not accept cash unless agreed in advance.

10.3 You will receive an invoice or payment notification after each clean.

10.4 If payment is not received within 14 days of the due date, we reserve the right to:

• charge a late payment administration fee of £10;
• suspend your service until the outstanding balance is paid;
• pass unpaid debts to a debt recovery agency or pursue them through the small claims court, in which case reasonable recovery costs may be added.
10.5 For business customers, we reserve the right to charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

11. Quality of service and complaints
11.1 We carry out all work with reasonable care and skill.

11.2 If you are not satisfied with a clean, please contact us within 48 hours of the clean, ideally with photographs. We will return to re-clean any affected areas free of charge where the issue is due to our workmanship.

11.3 Re-cleans do not apply to issues caused by weather after the clean, pre-existing staining or damage, or areas that were inaccessible at the time of the clean.

11.4 Complaints can be made to info@skyviewcleaning.co.uk or 01268 962 952. We aim to respond to all complaints within 5 working days.

12. Liability and pre-existing conditions
12.1 Sky View is fully insured with public liability insurance and is SafeContractor approved.

12.2 We are not liable for damage caused by, or conditions resulting from, the existing state of your property, including:

• blown, misted or failed double glazing seals;
• scratches, etching or marks already on the glass;
• hard water stains, limescale, paint, cement, silicone or sticker residue that cannot be removed through normal cleaning;
• loose, rotten, cracked or poorly fitted frames, sills, putty, beading or seals;
• faulty or damaged guttering, downpipes, fascias, soffits, roof tiles, pointing or paving.
12.3 Please tell us about any known weak, damaged or fragile areas before we start work.

12.4 Any damage caused by us must be reported within 48 hours of the clean. We will investigate promptly and, where we are responsible, repair or compensate for the damage.

12.5 We are not liable for any indirect or consequential loss, or for loss that was not reasonably foreseeable.

12.6 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

13. Cancelling the regular service
13.1 After the Minimum Term, you may cancel your regular service at any time by giving at least 48 hours' notice before your next scheduled clean, by phone, text or email.

13.2 All completed cleans up to the date of cancellation remain payable.

13.3 We may end the service by giving you reasonable notice. We may also end the service immediately if payments are persistently late, if our staff are subjected to abusive or threatening behaviour, or if the property becomes unsafe to work on.

14. Additional services
These terms apply in addition to the general terms above.

14.1 Gutter clearing
• We clear gutters using vacuum or hand-clearing methods. Downpipes are checked and cleared where accessible, but some blockages may require further work at additional cost.
• We will provide before and after photos or camera footage where possible.
• We are not responsible for leaks, sagging or failure resulting from existing damage, poor installation or worn joints.
14.2 Fascia, soffit and conservatory cleaning
• Oxidised, faded or chalky uPVC may not be fully restored by cleaning alone.
• Conservatory roofs are cleaned from ground level or safe access points only. We will not stand on or put weight on conservatory roofs.
14.3 Roof cleaning
• Roof cleaning may involve manual moss removal and/or the application of biocide treatments. Results from biocide treatments develop gradually over several weeks or months.
• Loose, cracked or slipped tiles, deteriorating pointing, ridge tiles, flashing or lead work are not our responsibility. We will report any issues we notice.
• Some debris may fall into gutters during cleaning; we will clear gutters after roof cleaning where included in your quote.
• Moss and algae regrowth is a natural process and is not covered by any guarantee unless specifically agreed.
14.4 Pressure washing and soft washing
• Pressure washing can loosen or remove weak pointing, jointing sand, and deteriorated surfaces. Re-sanding or re-pointing is not included unless quoted.
• Some stains (oil, rust, tyre marks, chewing gum, paint, tannin and deep-set staining) may not be fully removable.
• We may use cleaning chemicals and biocides. We take care to protect plants and surfaces, but you should keep children and pets away from treated areas until dry.
• You agree to allow us reasonable use of an outside water supply where required for these services.
14.5 Solar panel cleaning
• Solar panels are cleaned using purified water only, with no detergents. We do not inspect, repair or accept responsibility for the electrical performance of your solar system.
15. Photographs
15.1 We may take before and after photographs of work for quality control, record keeping and dispute resolution.

15.2 We may use photographs for marketing purposes, but will never include your house number, address, vehicle registration or any person in the photo without your consent. You can ask us not to use photos of your property at any time.

16. Data protection and communications
16.1 We collect and process your personal data in line with UK GDPR and the Data Protection Act 2018, for the purpose of providing our services. Full details are set out in our Privacy Policy.

16.2 By joining our service, you agree that we may contact you by SMS, email or phone about your cleans, payments and account. We will only send marketing messages where you have agreed to receive them, and you can opt out at any time.

16.3 Payments are processed securely by third-party providers (GoCardless and Stripe). We do not store your full card or bank details.

17. Health and safety
17.1 Our operatives work in line with current health and safety requirements. We reserve the right to decline or postpone work that we consider unsafe.

17.2 We carry out window cleaning from the ground using water-fed poles wherever possible to minimise risk and disruption.

18. General
18.1 If any part of these terms is found to be unenforceable, the rest of the terms will remain in effect.

18.2 These terms are governed by the laws of England and Wales, and any disputes will be dealt with by the courts of England and Wales.

18.3 If you have any questions about these terms, please contact us at info@skyviewcleaning.co.uk or call 01268 962 952.