Terms and Conditions
These Terms and Conditions represent a contract between Pure H2o Cleaning Services and the Client.  The Client agrees that engaging Pure H2o Cleaning Services, including verbally placing an order for services when meeting or by telephone or email and/or website or any other communication medium, shall constitute the Client’s acceptance of these Terms and Conditions. Unless otherwise agreed in writing by Pure H2o Cleaning Services, these Terms and Conditions shall prevail over any other Terms of Business or Purchase Conditions put forward by the Client. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by Pure H2o Cleaning Services. Pure H2o Cleaning Services retain data from customers in the form of name and relevant contact details. This information is for the use of Pure H2o Cleaning Services and will not be sold or passed on to third parties.

Our Services
Pure H2o Cleaning Services will provide to the Client a professional quality-assured Cleaning Service at an agreed cost.  Due to the nature of window cleaning with the water fed pole, we advise customers that the best results come after the first two or three cleans. During the first clean, we remove a build-up of dirt that may have accumulated over time. However, although the windows have been well cleaned, small amounts of dirt may continue to trickle down and there may be a few spots afterwards.  Over the next couple of cleans, when done regularly, the window cleaning reaches the best standard. We therefore recommend allowing two or three cleans to get a full picture of the good results that can be expected. Tough stains such as bird droppings may take two or three cleans to completely disappear.
Pure H2o Cleaning Services will remain courteous and professional at all times. If an Operative fails to adhere to this code of conduct, this must be reported immediately to Pure H2o Cleaning Service on 07710 448068. This in turn will be investigated internally and Pure H2o Cleaning Services will keep the Client informed of the outcome of their investigation.

Extent of Cleaning

External glass surfaces will usually be washed with hot or cold pure water from water-fed poles.  All surfaces washed with pure water will be left to dry naturally.  A window or door is defined as any part which consists of frame, sill, sash and glass made of wood, aluminium, steel or upvc.  Paint, varnish, limescale, mastic, cement mortar, glue, labels or other building products cannot be removed by pure water alone.  This can be arranged, subject to survey and access, at a separate cost.  Sills made of brick, tile, stone or any other material other than wood, aluminium, steel or upvc may damage our brush heads and will not be washed. 

Internal glass surfaces will be cleaned using traditional methods.  External window cleaning consists of vertical windows and velux window only, unless specified otherwise.  Internal windows or internal conservatory roof cleaning is to the glass only and are priced individually.  If you require conservatory roof frames to be cleaned, please note that this is classed as a valet clean and is priced accordingly. 

Fascia and soffit cleaning includes the gutter face and as far behind the gutter as can be reached with our brushes.

Jet washing and steam cleaning will remove most stains from patios, paths and driveways, but some marks like black spot may not be removed by this process.

Gutter clearance is by high reach vacuum and does not include the removal or replacement of any leaf guards, hedgehog or other device.  Gutter clearance is restricted to just the gutters and does not include the removal, repair or replacement of any part of the gutter or downpipes.  A survey of the gutters will be carried out with a high reach camera on inspection.  You will be notified of any additional charges.   

Payment
You are required to pay within 3 days of the cleaning date.  To ensure this happens we would prefer for you to pay for a regular window clean via Credit or Debit Card on the day of your clean. We also accept payments by cash or bank transfers.
If non-payment exceeds 14 days, Pure H2o Cleaning Services will add a late payment charge of £10.00 per month per clean to cover additional administrative costs.  If you fail to pay your invoice within the stated times above and the invoice continues to be unpaid for more than 28 days, Pure H2o Cleaning Services reserve the right to suspend your cleaning or replace your space on the round with another customer. If we then fail to receive monies owed within 60 days, we have the right to contact a collection agency to recover the debt.  You will be liable for all related charges, collection agency fees and court related fees.  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, or cash that has been lost in the post, although we strongly advise against sending cash in the post.

Weather
Our pure water systems work in all weathers; therefore, weather conditions are not an acceptable reason for postponing our services. We offer an all-year-round regular service. We will clean your property in all weather conditions including rain and very low temperatures. High winds and deep snow, however, do affect our services schedule.  If you prefer not to have your windows clean in the rain, please inform us.

Ingress & Egress
Should we be unable to access any part of your property due to locked gates we will only clean the accessible areas such as the front & sides and charge accordingly. We might be unable to return to clean the restricted area until the next scheduled clean. To avoid this please ensure that we have your correct phone number for our SMS text reminder service, which we send out the evening before each visit. If you are going on holiday, just let us know by Email or SMS message and we will “miss” the clean.

If we deem it safe to do so, our operators will, from time to time, gain access to your property by unlocking your access gate. If you do not wish us to do this, please inform us so we can put it on our records.  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.

Due to insurance liabilities, we are unable to move obstacles such as (but not exclusive to): flowerpots and garden furniture etc. If these or any other items restrict access to an area of your property, we will be unable to clean it.

Due to previous insurance claims, we do not bring our water hoses through your property or climb over fences. 

Cleaning Frequencies
Pure H2o Cleaning Services ask for window cleaning customers to state clearly the frequency of cleans required. For 4,6,8 or 12 weekly window cleaning, you will be obliged to have a minimum of 3 cleans before cancellation of the services can be requested. The total price for the 3 cleans will become payable in full if you cancel our services before the 3 cleans have been completed.

We are happy to supply a schedule of visit dates for our domestic customers, however this is a guide indicating the week commencement date when we plan to visit, 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.

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.

Our regular window cleaning round is approximately 4,6,8 or 12 weekly. Staff holidays, sick leave and bad weather can affect our schedule. Also, at the end of each year we optimize our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.

Damages
Our window cleaners do not accept liability for damage caused by decorative or structural defects at your property, such as, but not limited to, ill-fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose stuck on lead, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc.

Our window cleaners 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. If they do become loose or fall off, it’s because the adhesive is not bonding correctly with the glass. This is because over time the double-sided tape used to stick the bars to your glass loses its adhesion.

Scratched windowsills:  Over time your upvc window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most effected. When we are cleaning your windows our brush head, which is made from soft plastic with nylon bristles, may remove some of the oxidation. This may look like scratches but in fact it’s just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to “as new” condition.  Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic head stock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush. If you feel that we have caused damage to your glass, we will bring over a brush and ask if you can scratch the glass again. If you succeed, we will pay to replace the glass.

Health & Safety
Pure H2o Cleaning Services takes all issues of Health and Safety seriously. This includes the wellbeing of its Clients, Operatives, Staff, Customers and members of the General Public. Prior to commencing work, a Risk Assessment and Method Statement will be carried out in line with Pure H2o Cleaning Services Health and Safety Policy. If we deem any conditions unfit or hazardous, work will not continue until conditions are improved. This specifically refers to [but is not limited to] hazardous areas due to construction work or stored materials, broken fences and perimeters, overgrown trees and plants, proximity to dangerous chemicals or fuels or other corrosive substances or surfaces made dangerous by, for example, Algae and Moss etc.  Areas that are inaccessible will not be cleaned. Our Operatives are trained to work safely, and if asked will not undertake work that is unsafe. All items or obstacles should be removed by the Client from the areas Pure H2o Cleaning Services Operatives need to access. Our Operatives need reasonable access to perform their duties safely.

24 Hour Guarantee
Pure H2o Cleaning Services offer a 24-hour guarantee against any work carried out. If you are not 100% satisfied, we will come back and re-clean for free. To book a free re-clean just complete the contact form on our “Customer Service” page. A call out charge may be applied if we return to clean and we find it’s the inside of the windows that are dirty or the double-glazed unit has failed, and the dirt is on the inside of the unit. 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.

Cancellation
If you wish to cancel our services, you must provide at least 30 days-notice via post, email or sms text before the next scheduled date. Failure to do so will result in a 100% charge for any work scheduled within this period.  Pure H2o Cleaning Services will send an SMS Text message the evening before the day of cleaning to remind you to unlock your gates and close your windows/vents for the day. This message is automated and cannot be replied to.   Any cancellation notice received after this text message will not be acted upon.

Email Communications
We request your email address as another form of contact to use as a payment reminder by sending invoices and receipts upon payment. By using Pure H2o Cleaning Services for your chosen service, you also agree to us emailing you to inform you of various offers we are promoting.

Law
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.

We reserve the right to amend these terms and conditions without notice.