1. General Terms & Conditions
Acceptance of Terms
By accepting a quotation, booking a service, confirming an appointment or allowing Harry's Cleaning to commence work, you agree to these Terms & Conditions.
Entire Agreement
These Terms & Conditions, together with any quotation, booking confirmation or written agreement, form the entire agreement between Harry's Cleaning and the customer.
Quotations
All quotations are based on information supplied by the customer, online property information, photographs or a site inspection. If the property differs from the information provided, or if access restrictions or additional work are identified on arrival, we reserve the right to amend the quotation before work begins.
Quotes remain valid for 30 days unless stated otherwise.
Appointment Dates and Arrival Times
We will always aim to attend on the agreed date. Arrival times cannot be guaranteed due to traffic, weather, previous appointments, access issues, equipment problems, staff illness or other circumstances outside our control.
Customer Responsibilities
Customers are responsible for ensuring safe access, unlocking gates, securing pets, closing windows and doors, clearing dog mess, moving vehicles where required and removing fragile items or obstacles from areas requiring access.
Access Requirements
Harry's Cleaning does not routinely pass hoses or equipment through customers' homes. Rear access should normally be available unless alternative arrangements have been agreed in advance.
Right to Refuse Service
We reserve the right to refuse or discontinue any service where we reasonably believe the work cannot be completed safely, legally or without unreasonable risk to our staff, equipment or property.
Force Majeure
Harry's Cleaning shall not be liable for delays or failure to perform services due to circumstances beyond our reasonable control, including but not limited to severe weather, flooding, fire, road closures, accidents, equipment failure, vehicle breakdown, staff illness, utility failures or government restrictions.
Variations to These Terms
Harry's Cleaning reserves the right to update these Terms & Conditions at any time. The latest version published on our website will apply to future bookings.
Severability
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Governing Law
These Terms & Conditions shall be governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
2. Payments & Cancellations
Payment Terms
Payment is due within 48 hours of completion unless otherwise agreed in writing. Failure to pay may result in suspension of future services, late payment charges and recovery of outstanding debts through a third party.
Cancellation Policy
We require a minimum of 7 days' notice to cancel or reschedule an appointment. Appointments cancelled on the day of the scheduled visit may be charged in full, as we are unlikely to refill the appointment at short notice.
Restricted Access and Missed Access
If we have sent an appointment reminder and arrive to find locked gates, blocked access, dog mess, unsecured pets, vehicles in the way or other restrictions preventing us from completing the work, the full agreed price may still be charged.
Where possible, we may clean only the accessible areas, but the appointment time has still been allocated to your property.
One-Off vs Regular Pricing
One-off cleaning prices are different from regular maintenance prices. If a customer books a one-off clean or does not continue with a regular schedule, the one-off price will apply.
Annual Price Reviews
To maintain service quality and keep pace with increasing operating costs, regular service prices may be reviewed periodically. Customers will always be notified before any regular service price increase takes effect.
3. Window Cleaning Terms
What Is Included?
Our standard external window cleaning service includes external glass, window frames, window sills and exterior doors where accessible. Our pure water cleaning system is designed to leave windows to dry naturally for a streak-free finish.
What Is Not Included?
Standard window cleaning does not include internal windows, window tracks, builders residue, paint, plaster, cement, stickers, adhesive, silicone, hard water staining, rust staining, failed double glazing, scratched glass, oxidised frames or restoration work unless specifically quoted.
First Cleans
The first clean may take longer than a regular maintenance clean. If windows have not been cleaned regularly, it can take two or three cleans to achieve the best consistent finish. Dirt can continue to release from vents, seals, beading and oxidised frames after the first clean.
Three Clean Policy
Unless you have specifically booked a one-off clean, all new regular window cleaning customers agree to a minimum of three scheduled cleans. Our regular prices are based on maintaining your property over time, with the first clean often requiring significantly more work than future visits. If you cancel before your third scheduled clean, we reserve the right to invoice the difference between the discounted regular service price and our applicable one-off cleaning price.
Regular Schedules
Regular window cleaning is carried out on the agreed schedule, usually every 6 or 12 weeks. Dates may vary slightly due to weather, bank holidays, staff holidays, vehicle issues, route planning or other circumstances outside our control.
Skipped or Postponed Cleans
If regular cleans are repeatedly skipped, postponed or placed on hold, the next clean may be charged at our current one-off cleaning rate.
Windows, Doors and Vents Must Be Closed
Customers must ensure that all windows, doors, roof vents, skylights and trickle vents are fully closed before we arrive. Windows may not be cleaned if they are left open.
Harry's Cleaning cannot accept responsibility for water entering through open, damaged, defective or poorly fitted windows, doors, vents, seals or units.
Rain Guarantee
We clean in light rain because our pure water system still produces excellent results in wet weather. Rainwater itself does not make clean windows dirty. Spotting is usually caused by dirt, dust or residue already present on frames, seals or surrounding surfaces.
If you notice a genuine cleaning issue within 24 hours, please contact us and we will return to re-clean the affected areas free of charge. This does not cover dirt caused after cleaning by building work, birds, pollen, tree sap, storms, dust, pressure washing, lawn mowing or other environmental contamination.
Drying Naturally
Please do not dry the windows after we have cleaned them. Our pure water system is designed for the glass to dry naturally.
Dog Mess and Unsafe Areas
For health and safety reasons, we cannot work in areas where dog mess or other unhygienic waste is present. If these areas have not been cleared before our arrival, we may be unable to complete the clean and the full charge may still apply.
4. Gutter Clearing Terms
Scope of Service
Our gutter clearing service includes the removal of moss, leaves and loose debris from gutters using professional equipment. Downpipes are cleared where accessible from the ground using vacuum poles or by hand where safe to do so.
What Is Not Included?
Gutter repairs, roof repairs, underground drainage, drain jetting, soakaway clearing, replacement parts, leak repairs and water flow testing are not included unless specifically agreed in writing.
Cast Iron Downpipes
We do not guarantee the clearance of blocked cast iron downpipes. Due to age, construction and possible internal corrosion, full removal of blockages may not be possible using standard methods.
Access and Safety
The customer must ensure safe and unobstructed access to the property on the day of the appointment. This includes moving vehicles, garden furniture, bins, plant pots and any other obstacles that may restrict access.
Existing Leaks and Blockages
We are not responsible for leaks that become apparent after gutters are cleared. Clearing gutters may reveal pre-existing faults, poor falls, failed seals, blocked underground drainage or damaged components.
Damage Disclaimer
While every care is taken, we cannot be held responsible for pre-existing damage to gutters, roof tiles, fascias, soffits, downpipes, brackets, seals or surrounding areas that may become apparent during cleaning.
Photos and Reports
Where possible, we may provide before and after photos or a short report. Photos are used for proof of completion, quality control, customer records and insurance purposes.
5. Exterior Cleaning Services
Fascias, Soffits and Gutter Exteriors
This service includes cleaning fascias, soffits, gutter exteriors and downpipes. Where quoted, external window cleaning is included at the same visit. Cleaning cannot restore faded, oxidised, brittle or permanently stained uPVC.
Conservatory Roof Cleaning
Our conservatory roof cleaning includes exterior roof panels, frames, finials, gutters, windows and doors. Internal conservatory cleaning is only included if specifically quoted. We do not use pressure washers on conservatory roofs.
Solar Panel Cleaning
Solar panel cleaning includes the external cleaning of accessible panels using suitable equipment and pure water. We do not carry out electrical repairs, panel repairs, roof repairs, performance testing or removal of panels.
Cladding, Render and Other Exterior Surfaces
Cleaning results depend on the age, condition and material of the surface. Standard cleaning does not guarantee removal of staining, oxidation, algae marks, mineral deposits, UV fading or permanent discolouration.
Cleaning Products
We reserve the right to use suitable cleaning products or substitute equivalent products where necessary. Customers must inform us before work begins of any fragile surfaces, known defects or surfaces requiring special care.
6. Health & Safety
Safe Working
We reserve the right to refuse or stop work where conditions are considered unsafe. This may include high winds, ice, storms, unsafe access, aggressive animals, overhead power lines, unstable surfaces, damaged electrical equipment, structural concerns or any risk to our staff or the public.
Ladders and Roof Access
We will only use ladders or access equipment where it is safe, suitable and necessary. We do not carry out unsafe working practices and will not climb over fences, unstable roofs or unsafe structures.
Pets, Children and Vulnerable Persons
Customers must ensure pets are secured and children or vulnerable persons are kept away from working areas, equipment, hoses and vehicles while work is being carried out.
Building Work and Scaffolding
We reserve the right to postpone or refuse work where building work, scaffolding, decorating, roofing or other trades affect safety or the quality of the clean. If we arrive and cannot complete the work due to restricted access or ongoing works, a charge may apply.
Water and Electricity
Harry's Cleaning is normally self-sufficient and does not usually require access to your water supply or electricity unless agreed before the appointment.
Drone Inspections
Where appropriate, we may use drones to inspect roofs, gutters and hard-to-reach areas. Drone operations are carried out in accordance with current UK aviation regulations.
7. Photography & Marketing
Photographs and Videos
We may take photographs and videos before, during and after our work for customer reports, quality control, training, insurance purposes and proof of completion.
Marketing Photographs
We may use before and after photos for marketing, website, social media or advertising. We will not publish any personally identifiable information, including names, faces, vehicle registrations or house numbers, without your permission.
Customer Requests for Removal
If you would like a marketing image of your property removed, please contact us and we will take reasonable steps to remove it from materials we control.
8. Liability
Existing Damage
Harry's Cleaning cannot accept responsibility for damage caused by pre-existing defects. This includes failed double glazing, loose seals, loose gutter joints, cracked glass, broken roof panels, existing leaks, loose flashing, oxidised or brittle uPVC, flaking paint, rotten timber and poor previous repairs.
Water Ingress
Harry's Cleaning is not responsible for water entering the property through windows, doors, vents, seals or units that are not watertight. This includes open windows, open doors, failed seals, blown units, damaged frames, poorly fitted windows, existing leaks or pre-existing defects.
Permanent Staining
Standard cleaning does not include the removal of paint, cement, mortar, silicone, adhesive, rust staining, hard water staining, limescale, mineral deposits, oxidisation or permanent algae staining. These may require specialist restoration services and cannot be guaranteed.
Limitation of Liability
Our total liability arising from any claim relating to our services shall not exceed the total amount paid by the customer for the service giving rise to the claim, except where liability cannot legally be excluded under English law.
Insurance
Harry's Cleaning holds Public Liability Insurance. Our liability is limited to damage directly caused by our negligence while carrying out the agreed service.
Satisfaction Guarantee
If you are unhappy with any aspect of our work, please contact us within 24 hours of completion. Where the issue relates to workmanship, we will return and rectify the problem free of charge.
No Refund Policy
We do not offer refunds where we have not been given the opportunity to inspect or rectify the issue first. Any valid issue reported within 24 hours will be rectified free of charge.
9. Privacy Policy
Privacy Summary
Harry's Cleaning is committed to protecting your privacy and handling your personal information in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations.
Who We Are
In this policy, “we” refers to Harry's Cleaning and its representatives. “You” refers to visitors to our website and our customers.
The data controller is Harry Smith, owner of Harry's Cleaning. You can contact us at info@harrys-cleaning.com.
What Information We Collect
We may collect your name, address, telephone number, email address, IP address, property photographs, booking history, payment history and communication records.
Why We Process and Store Your Data
We process and store your data so that we can respond to enquiries, provide quotations, book appointments, carry out work, send invoices, process payments, maintain customer records, meet tax and insurance obligations, improve customer service and comply with legal requirements.
Legal Basis for Processing
We process personal data because you have requested a quotation, entered into a contract with us, we have a legal obligation, or we have a legitimate business interest in running and improving our services.
How Long We Keep Your Data
We may keep customer information for up to six years after your last service for tax, accounting and insurance purposes. Some information may be kept for longer where required by law, insurance or dispute resolution.
Who Has Access to Your Data?
Access to personal data is limited to Harry's Cleaning and authorised people or service providers who need access to provide our services, manage bookings, process payments or meet legal obligations.
Service Providers
Some of the services we use may process or store your data. These may include our website provider Booking Online Ltd, our email provider Fastmail, our booking system Squeegee, payment providers, accounting software, Google Analytics, cloud backup providers and other providers needed to run our business.
Sharing Your Data
We do not sell or give your data to third parties for their marketing purposes. We may share your data where required for legal reasons, insurance claims, tax audits, fraud prevention, payment recovery or to provide our services.
Marketing Communications
You can opt in or out of marketing messages at any time by clicking the link at the bottom of emails we send or by contacting us directly.
Cookies
Our website may use cookies to help you place an order, remember preferences, improve website performance and measure website traffic. Third-party services such as Google Analytics may also place cookies. Third parties have their own cookie policies.
Your Rights
You have the right to request access to the personal data we hold about you. You may also ask us to correct inaccurate data, request deletion, restrict processing, object to processing, request a copy of your data or withdraw marketing consent.
Your Right to Deletion
If you were previously a customer, we may need to retain some information for tax, accounting, insurance or legal reasons. Where we are not required to keep the data, we will comply with deletion requests as far as reasonably possible.
Security
We use appropriate technical and organisational measures to protect customer information from unauthorised access, loss, misuse or disclosure.
Complaints
If you are unhappy with how we process your information, please contact us first. If we cannot resolve your concern, you may contact the Information Commissioner's Office.
Visit the ICO website
Changes to This Privacy Policy
We may update this Privacy Policy from time to time. The latest version published on our website will always apply.