Terms and Conditions

1.1. In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means Spick and Span Window Cleaning of 41 Limes Grove, London, SE13 6DD.
“Cleaner” – means the person or firm carrying out cleaning services on behalf of the Company.
“Client”- means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
“Service” – means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
2. Contract
2.1. These Terms and Conditions represent a contract between Spick and Span Window Cleaning and the Client.
2.2. The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
2.3. Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
2.4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.
3. Quotations
3.1. Window Cleaning is charged per job taking into account the current condition, number of rooms, bathrooms, difficulty of access. Please note that we do not charge per hour per cleaner and the number of operatives attending your property may vary. The number of operatives in a team cannot affect the initially quoted price.
3.2. The quoted price does not include extras like: The cleaning of glass roofs, out buildings, conservatories, or balcony glass, internal window cleaning, the removal of paint, concrete or mortar. The cleaning of window frames and sills. The removal of furniture or the collecting of keys. Those extra services are priced separately.
3.3. The company use satellite images when calculating quotations.
3.4. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 10 days from their date.
3.5. The Company reserves the right to amend the initial quotation, should the information provided prove to be inaccurate or the Client’s requirements change.
3.6. Differences in excess of 10% will be discussed with the Client prior to the start of the work. In such cases the Client will have to pay £45.00 cancellation fee if he does not accept the updated price.
4. Cost
4.1.
New Clients, who have signed a service contract with the Company, are charged £45.00 per hour. There is a minimum of 3 hours per cleaning visit.
4.2. Clients, who have not signed a service contract with the Company, are charged £65.00 per hour.
5.  VAT
5.1. All quotations provided are inclusive of VAT
6. Payment
6.1. Payment must be made immediately after the completion of the cleaning in the form of cash, a bank transfer/standing order, cheque, or a major credit/debit card (UK only) payment. However payment by card will incur and additional 5% charge. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.
6.2. One off window cleaning requires a deposit made payable to the Company by debit/credit card in advance. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client’s premises. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
6.3. The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur a 5% card processing charge.
6.4. Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.
6.5. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
6.6. If the Company is forced to refer the Client’s account for collection to a third party then extra costs may be added to the outstanding amount by the debt collecting company.
6.7. Any bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.
6.8. The Company reserves the right to cancel any contract and back charge for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
6.9. The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company
7. Equipment
7.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
7.2. The Client must provide running water, electricity and sufficient light at the premises where the service takes place.
8.  Payment
8.1. Payment is due prior to service commencement in the form of a bank transfer/standing order or a major credit/debit card (UK only) payment. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.
8.2. One off cleaning service requires a deposit payable to the Company by debit/credit card in advance. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client’s premises. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
8.3. The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur a 5% card processing charge.
8.4. Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.
8.5. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
8.6. If the Company is forced to refer the Client’s account for collection to a third party then extra costs may be added to the outstanding amount by the debt collecting company.
8.7. Any bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.
8.8. The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
8.9. The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company
9. Refunds
9.1. No refund claims will be entertained once the cleaning service has been carried out.
9.2. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company.
9.3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.
10. Cancellation
10.1. There is a £30.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.
10.2. The contracted Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work; c) There is a problem with the Client’s keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.
11. Complaints
11.1. All complaints must be received in writing by letter, fax or email.
11.2. If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies us as soon as he notices anything that might be to his dislike by calling 0745 495 516. Please do not wait until the service is ending.
12. Liability
12.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
12.2. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with : 1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2. Third party entering or present at the Client’s premises during the cleaning process; 3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements; 4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client; 5. Any damages worth £50.00 or less.
12.3. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with the Company carrying out services for the Client if the Client has an outstanding amount aged 30 days or more from the date the payment was due.
12.4. We take photos for quality control, record keeping and back-referral for any inquiries or investigations.
13. Supplementary Terms
13.1. If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
13.2. The Company, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks change.
13.3. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
13.4. If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one-off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
13.5. The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
13.6. The Company shall arrange an immediate replacement should an operative not be able to attend a scheduled visit, and will inform the Client prior to the visit.
13.7. Post Construction Cleaning (Builders Cleaning),  or badly neglected homes may take up to three times longer than well maintained windows requiring  cleaning. Therefore the Company advises the Client to ask for our specialist cleaning services: Post Builders Window Cleaning.
13.8. The cleaning operatives are not allowed to move any furniture from in front of the windows belonging to the Client. The Company advises that before the cleaner arrives furniture be removed.
13.9. All fragile and highly breakable items must be secured or removed.
13.10. The cleaning operatives are not allowed to work from scaffolding platforms erected by builders. The company take all reasonable precautions and care but cannot be held responsible for flaking paint, damage to decaying windows, unusually brittle or damaged glass or loose leading in windows. Wooden sashes must be checked to ensure that they open freely and have no rope damage.
13.11.The company will not clean windows that are deemed to be in poor condition or appear likely to suffer damage.
13.12. The Company shall not be liable under any circumstances for any damages to the Client’s property caused by years of wear and tear and not by negligence on the part of staff.
13.13. The Company will not be held responsible for pets that may exit a property because at an open door, or gate.
13.14. The Company may refuse to supply services and reserves right of refusal.
13.15. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new businesses but not to existing contracts. Please refer to your copy of these Terms and Conditions.
14. Our Guarantee
14.1 The Company has built its business and reputation by providing its clients with the best possible window cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s home and re-clean those areas free of charge.
15. Referral Credit
15.1. Any Client of the Company will receive a Free bottle of wine or a one-time credit of £10.00 for referring another Client. Credit will be issued after new Client has been serviced 4 times.
16. Law
16.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

“I think what you do is amazing! You’ve done a brilliant job!
What you essentially do is bring light into peoples lives.
I can’t believe the difference it has made! Thank you so much for cleaning my windows!” -Ms. L. Ashcroft

West Dulwich, SE21