Terms and Conditions of Service

Assynt Window Cleaning
Effective from 04/08/25

1. Service Agreement

By booking our services, you (the customer) agree to the following terms and conditions. These apply to all services provided by Assynt Window Cleaning unless explicitly stated otherwise in writing.

2. Payment Terms

2.1 Domestic Customers (Recurring Cleans)
All domestic customers on a recurring schedule must pay via GoCardless or have a card on file via Stripe for automatic billing. Failure to set up an approved payment method may result in suspension of service.

2.2 Commercial Customers
Commercial clients may pay via GoCardless or BACS by prior agreement. Payment terms must be agreed in writing before any work begins. Standard commercial payment terms are 14 days from the invoice date, unless otherwise agreed.

2.3 One-Off or Ad Hoc Jobs
Payment for ad hoc jobs is due immediately after completion, via card or online payment link. We reserve the right to withhold confirmation of future bookings until outstanding balances are cleared.

3. Cancellations

3.1 Notice Period
All cancellations must be made in writing at least 72 hours before the scheduled appointment. Cancellations received after this time will incur a 50% surcharge on your next clean unless waived at our discretion.

3.2 Notification Emails
The reminder email or text message sent the day before your scheduled visit is not the appropriate time to cancel. This message confirms we are en route and resources have been allocated.

4. Complaints and Quality Guarantee

4.1 Reporting Issues
If you are not satisfied with any aspect of our service, you must notify us within 24 hours of completion. We will make every reasonable effort to resolve the issue promptly.

4.2 Rectification
Complaints made after this window may not be eligible for free rectification. We may, at our discretion, offer partial refunds or corrective visits.

5. Access and Property Responsibility

5.1 Gaining Access
It is the customer’s responsibility to ensure that we have appropriate access to all areas that require cleaning. If we are unable to complete the job due to restricted access, the full price may still be charged.

5.2 Safety and Obstructions
We reserve the right to refuse or postpone work if conditions are unsafe, including but not limited to: loose roof tiles, unsafe ladders or surfaces, or aggressive animals. In such cases, we may charge a call-out fee or reschedule at our discretion.

5.3 Garden Hazards
Gardens must be free of dog mess before we arrive. If our staff step in it or must clean it from our equipment, a £20 cleaning charge will be added to your bill.

6. Weather Policy

We continue working in most weather conditions. However, in extreme conditions (e.g. gale force winds, freezing temperatures), we may postpone your clean. You will be notified as soon as possible and rescheduled.

7. Damage and Liability

7.1 Pre-Existing Damage
We are not responsible for damage to poorly maintained windows, sills, gutters, or fittings. This includes but is not limited to: flaking paint, faulty seals, or cracked panes.

7.2 Accidental Damage
Any damage caused directly by our staff due to negligence will be assessed and resolved. You must report such incidents within 24 hours of the service.

8. Data Protection

We collect and store your contact and payment information securely in accordance with GDPR regulations. We do not share your personal data with third parties unless required to process payments or comply with legal obligations.

9. Changes to Terms

We may amend these terms and conditions at any time. Changes will be communicated via email and published on our website. Continued use of our services constitutes agreement to the updated terms.