Pure Clean Yorkshire

Window / UPVC Cleaning Terms & Conditions

Last Updated: 1 March 2024

By using our service you agree to our terms and conditions of business

Our online quote tool does its best to provide an accurate price based on the information given. In some cases this may be incorrect. If a quote needs adjusting, we’ll always let you know before any work is carried out.

1.0 Regular rounds and one-off cleans

We offer both one-off window cleans and regular window cleaning. One-off cleans are charged at the separate one-off price quoted and agreed before booking. A one-off booking does not enrol you onto a regular cleaning round and does not carry a minimum number of cleans. Customers joining our regular 4- or 8-weekly service agree to a minimum of 3 cleans. If cancelling a regular service before 3 cleans have taken place, the remaining cleans will be chargeable.

1.1 What you can expect

Our purified water cleaning system is very effective at cleaning general dirt, bird poop, moss etc, from your windows. We will always clean away what we safely can, our first cleans are especially intensive, but if you have builders residue (e.g. plaster, concrete and paint etc.) stickers or adhesive, ingrained dirt, staining/discolouration from chemicals, rust or UV bleaching of windows or frames, purified water will not be effective at removing these. We do not scrape windows, glass, frames or sills as part of our standard cleaning service. Scraping can easily scratch glass or damage frames if there is grit, coating, film, old paint, adhesive or other residue present. We will always clean what we safely can with our normal purified water system, but stuck-on marks may need specialist removal. Please note we don’t clean stone sills and we cannot clean any parts of windows behind bars, Juliet balconies for example. Our quotes cover house windows only, unless otherwise stated — outbuildings or additional structures can be cleaned at extra cost if required. Conservatory roofs, orangery roofs, roof lanterns are not included in our standard pricing but we do clean them, if you would like a quote please get in touch.

1.2 Our schedule
We aim to clean all of our rounds on a 4 or 8 weekly schedule (unless agreed otherwise) but we do ask for some flexibility on time scales, mainly due to the beautiful British weather. We can sometimes get a little behind schedule. Your clean may occasionally take place up to one working day earlier than the expected visit date, but this will be a rare occurrence.

1.3 Bad weather
We avoid working in the rain where we can, we don’t like getting wet! You’ll never see us in torrential rain or hurricane winds, however, we do still work in light rain or short showers. Our promise to you is that the final results will still be the same once dry.

1.4 Good weather

When it’s warm we see a lot of open windows. If they’re open outwards, we can usually push or tap them closed with our poles if they’re not too stiff. If they’re open inwards, we’re very limited to what we can do. Any open velux/skylight windows won’t be able to be cleaned. We will always do what we safely can but reserve the right to miss any wide open windows if we deem it risky to either your property or our equipment.

1.5 Access and gates

If you require a reminder text the night before we visit so you can unlock any gates, just let us know. If access to all areas of the property is not available when we attend, we reserve the right to charge 75% of the full clean price (minimum £12) to cover time and travel. If restricted access becomes a regular occurrence, we reserve the right to charge the full clean price.

1.6 Insurance and damages

We are covered by £5million public liability insurance. We take great care in our work but cannot be held liable 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.

1.7 Payment failures

We ask all new customers sign up on our direct debit system, through GoCardless, which automatically takes payment 3-5 days after we have carried out works. We pay GoCardless a transaction fee per payment that we absorb as part of our running costs but GoCardless still charge us the same fee for failed payments, usually due to insufficient funds. We understand the odd payment failing every now and then, it’s fine! We’re reasonable people and know these things can happen. When a payment fails we our system will retry again 3-5 days later. If your payment fails more than once we reserve the right to charge an admin fee of £1 per failed payment to cover our costs.

1.8 Price Increases

With ever increasing business costs, fuel, water, filters, equipment, wages, insurances, endless other things, we need to increase our prices every now and then. To keep things simple and fair, we follow a set schedule for price adjustments. Once every two years, in April, we’ll increase prices for existing customers as follows:

£1 increase for cleans under £20
£2 increase for cleans £20 and over

We’ll always give at least 28 days’ notice via the email you provided when signing up for our direct debit system.

Price review dates: April 2025, April 2027, April 2029, April 2031..

1.9 Ending our services

Cancelling your direct debit at your bank does not automatically cancel your window cleaning. If you wish to cancel our services you have the right to do so at any time. This can be done by telephone/text on 07943875499 or by email to info@purecleanyorkshire.co.uk.
Customers on our regular service may cancel subject to the minimum clean terms in section 1.0. A one-off booking ends once the agreed clean has been completed and paid for.

2.0 Complaints procedure

Keeping customers happy is our main priority! We will always try to provide you with the best possible service every time we clean your windows. If for any reason you are not satisfied with our work, you must contact us within 24 hours of the clean. We will then return on either the same or the next working day to re clean your windows for free. Please note we operate a no refund policy, we will rectify work you are not happy with free of charge provided we are informed within 24 hours of the clean date.

2.1 Email Communications

We may email you from time to time to inform you of any changes to our service or with offers we are promoting. If you do not wish to receive these emails simply click on the “unsubscribe” button at the bottom of the email or email us at info@purecleanyorkshire.co.uk and ask to be removed.

2.2 Confidentiality

All customer information is kept on a confidential database and is not discussed or shared with any individual or company, as is required under the terms and conditions of the data protection act.

Gutter Clearing Terms & Conditions

By using our gutter clearing service you agree to our terms and conditions of business

1.1 What you can expect

We provide gutter cleaning services using a high-powered vacuum system to remove large debris to get your gutters flowing freely. We do not wipe clean the insides of gutters. We always take photos and/or video of completed work and can provide these upon request. Although we always aim for perfection there are some circumstances where it might not be achievable such as if a roof tile has slid down to completely cover a section of gutter. We have an array of tools to get in, under and around 99% of situations like this that may arise. We will always let you know of any such instances that you might need a roofer/ other suitable trades person to rectify. If your gutters have brushes (hedgehogs) installed we can remove these but will not reinstall them. Although they seem like a good idea they tend to make gutters block up faster!

1.2 Payment Terms
Payment for services is due upon completion of the work unless otherwise agreed in writing. Failure to make payment within 2 days may result in additional charges.

1.3 Our schedule / Time scales
We will always try to work our schedule around you! We generally need access to power so, unless you have an external socket, we’ll need someone to be there. We endeavour to stick to any day / time we arrange but if an unforeseen circumstance arises we will always let you know as soon as possible and keep you up to date on the situation, rearranging if needs be.

The gutter clearing process varies in time to complete, but the prices quoted are fixed regardless of the length of time required to complete the service.

1.4 Bad weather
We can clear gutters in most weathers but you’ll never see us in torrential rain or high winds for safety reasons. If we deem the weather unsuitable to work in we will contact you and rearrange your service at the earliest convenience.

1.5 Access

It is the customer’s responsibility to ensure safe access around the property for the cleaning team, including the removal of any obstructions.

1.6 Limitations of Liability

a. Underground Drainage

Our gutter cleaning service is limited to the above-ground gutter system only. We are not responsible or liable for any blockages, debris, or damage occurring within underground drainage systems, including downpipes or soakaways.

b. Neighbouring Properties

If your gutter system is connected to neighbouring properties, and their gutters are filled with debris, there is a possibility that debris from their system may flow into yours after cleaning. We strongly recommend that connected gutter systems are cleaned at the same time to avoid this issue. We can not be held liable for debris entering your gutter from neighbouring properties after cleaning.

c. Leaks

When we clear your gutters of moss and other debris, on rare occasions, this can uncover leaky joints that used to be “plugged” with moss. We cannot be held liable for such occurrences.

d. Repairs

We do not offer any type of gutter repair service. If we spot any issues whilst clearing the gutters we will try to get a suitable video/photo of the problem and let you know so you can arrange a suitable trades person to undertake the repair.

1.7 Insurance and damages

1.8 Cancelling the agreed service

If you need to cancel a booked service this can be done by telephone/text on 07943875499 or by email to info@purecleanyorkshire.co.uk. We appreciate people can change their minds but we have a busy diary so ask that any cancellation is made at least 48 hours before the scheduled date so we have time to fill your scheduled slot. For any cancellations made with less than 48 hours notice we reserve the right to charge a cancellation fee equal to 50% of the quoted price.

1.9 Complaints procedure

Keeping customers happy is our main priority! We will always try to provide you with the best possible service. If for any reason you are not satisfied with our work, you must contact us within 48 hours and we will address the issue promptly. Please note we operate a no refund policy, we will rectify work you are not happy with free of charge provided we are informed within 48 hours of the clean date. However, we do not guarantee long-term gutter performance as debris can accumulate again quickly, especially in areas with overhanging trees or other environmental factors.

2.0 Email Communications

2.1 Confidentiality

All customer information is kept on a confidential database and is not discussed or shared with any individual or company, as is required under the terms and conditions of the data protection act.