By booking our services, you accept our terms and conditions of trading. These terms and conditions of trading apply to h2o cleaning limited and any other trading name we choose to trade under. All goods and services shall remain the property of h2o cleaning ltd until paid for in full.
If you wish to postpone our services, you must provide at least 7 days’ written notice before the next scheduled date. Failure to do so will result in a 100% charge for any work scheduled within this period.
You agree to give 30 days’ written notice as a commercial or residential customer of terminating services. Failure to do so will result in a 100% charge for any work scheduled within this period. If, as a commercial client, your contract with us runs to a specific date, and not on an ongoing basis, you will be charged the full remaining contract value.
Should you join our 6 or 12-weekly residential rounds we will usually (at the discretion of h2o) not charge the fee for a one-off/initial clean, but instead charge only the standard repeat fee charge (typically 50% the cost of a one off/initial clean). You enter our 6 or 12-weekly residential rounds on the basis that you will have a minimum of 4 repeat cleans after the initial clean. Should you cancel our services before a minimum of 4 repeat cleans have taken place then a cost adjustment of 100% (the previously reduced 50%) will become chargeable and invoiced as a cost adjustment.
If we have arrived to work, we cannot accept a postponement, unless work is being carried out to the property/premises. A 100% charge will be payable (at the discretion of h2o cleaning ltd) for failing to give 7 days’ written notice of postponement. You cannot cancel our services until any postponed services have been carried out. If you do, these will also be chargeable.
All quotations are based upon agreed frequencies. Should you break this agreement by postponements to this service, once service is re-established, the first clean can carry a surcharge. These charges are at our discretion and will not exceed 100% of the previously agreed cost. For example, if you are a residential customer that agreed to a six-weekly all-year round service and you choose to postpone the cleaning throughout the winter months, you will be charged for a one-off clean for the first re-clean, once service is re-established.
We will endeavour to clean all windows, but if we deem any window/s to be inaccessible or unsafe to clean, we will not clean them.
Our pure water systems work in all weathers, therefore weather conditions are not an acceptable reason for postponing our services. We can clean your home/premises in all conditions without affecting quality, including heavy rain and temperatures down to minus 12 degrees and below, but excluding electrical storms.
In freezing temperatures, we may deem it necessary to grit areas of excess water.
For cover under our no quibble re-clean guarantee, register complaints within 48 hours’ of the clean. All re-cleans are at the discretion of h2o cleaning ltd. Any complaints received after the 48-hour period are also at our discretion.
We do not accept liability for damage caused by decorative or structural defects, or conditions at your property/premises, such as, but not limited to, ill-fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc.
Should we be unable to access any part of your property/premises due to locked gates etc, we will only clean the accessible areas, such as front or side/s. This will typically be charged at 75% of the total clean cost. We will be unable to return to clean the restricted area until the next scheduled clean. To avoid this, please ensure safe access is available. If you prefer keeping your gate locked or access is available through a garage, as licensed key holders, h2o can hold a key and access codes in complete safety.
Due to insurance liabilities, we will be unable to move obstacles such as, but not exclusive to: flowerpots and garden furniture (residential) filling cabinets and items on internal window sills (commercial). If these or any other item we deem to restrict access to an area of your property/premises, we will be unable to clean it.
Full payment must be received within 15 days (commercial) and 7 days (residential) of the invoice date (unless otherwise stated). If you fail to do this, your account and services may be suspended until such time as the arrears have been settled.
For late payments, we will charge interest at 2.5% a month while the account remains unpaid. We require you to pay our expenses and legal costs incurred in obtaining payment on an indemnity basis. We reserve the right to charge you £5 for letters, £10 for legal notices, £20 for returned payments, and any third-party costs involved in tracing you, returned cheques, debt collection and legal action. We also reserve the right to pass unpaid accounts to a debt collector/solicitor for recovery/legal action, to whom we may assign the debt and all rights without restriction.
Should you dispute an outstanding invoice and claim to have made payment, the onus is on you to prove payment has arrived and cleared. We cannot accept any liability for cheques, postal orders or cash that has been lost in the post. We strongly advise against sending cash in the post.
Achieving optimum cleaning results may require a few cleans. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading and heavily soiled frames, however in most cases, this will cease after a couple of cleans, once the dirt is removed fully from the frame areas.
We are happy to supply a schedule of works to our residential customers. However, this is a guide indicating the week commencement date when we plan to visit, and we cannot be held to a specific date or time. With such factors as public holidays, bad weather, staffing levels, etc, it is not always possible to supply an exact date.
We accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed, our brushes will not damage them in any way. Should they become loose or fall, this is due to the adhesive not bonding correctly with the glass and coming into contact with dust, rain and contaminates.
Any promotions and offers from h2o cleaning limited are subject to different terms and conditions.
We reserve the right to amend these terms and conditions without notice.