By using our services, you agree to the following terms and conditions.
1. Services provided
We clean exterior windows using a pure water, water-fed pole system. Glass, frames, sills and doors are cleaned where applicable.
Windows are left wet to dry naturally. This method is designed to leave a streak-free finish.
The system removes general dirt and grime. It does not remove:
- Builder’s residue, including cement, plaster and paint.
- Stickers or adhesive.
- Chemical staining, rust marks or UV-related discolouration.
Please tell us before your first clean if any of these apply. Heavily soiled windows, or windows previously cleaned using traditional methods, may need more than one clean to reach the best result.
Interior window cleaning is not included unless separately agreed.
2. Your initial clean
A one-off initial clean charge may apply to your first visit. It covers the additional time and work needed to bring the windows up to a maintainable standard.
The charge varies with the size of the property and your chosen cleaning frequency: 4-weekly or 8-weekly.
Any initial clean charge will be explained and agreed when you sign up, before work is carried out.
3. Cleaning frequency
Regular cleaning is available on 4-weekly or 8-weekly schedules.
One-off window cleans are available at double the regular-clean price. They do not qualify for regular customer pricing.
Some flexibility may be needed because of weather, daylight hours or operational reasons. Your clean may take place slightly earlier or later than scheduled.
4. Weather conditions
We work in most weather conditions. Light rain does not affect the results of pure water cleaning.
We will reschedule in heavy rain, high winds, freezing temperatures or other unsafe conditions.
5. Access, reliability and missed cleans
We aim to be reliable and reserve time in our schedule for your clean. We ask customers to be equally reliable.
You must provide safe, clear access to all windows on the day. If you are out, leave gates unlocked or arrange alternative access. We will not climb gates or fences because of the safety risk to our staff.
If access is unavailable for any reason, including locked gates or restricted entry, the full clean price will be charged unless you notify us the night before.
If we are turned away on arrival, or you cancel after 9am on the day of the clean, the full clean price will be charged because it is too late to replace the appointment.
Where access is unavailable, we may take photographs, such as images of locked gates, padlocks or restricted access. These may be sent to our office team for record-keeping and to support charges applied.
Repeated access problems or same-day cancellations may result in cancellation of your ongoing service.
6. Payments
Payment timing
Payment is due within 3 days of the clean date unless discussed otherwise.
Direct Debit
Our preferred payment method is Direct Debit through GoCardless. When you join a regular cleaning schedule, we will provide a secure setup link.
Direct Debit payments are automatically collected 5 days after each clean, in line with our billing cycle.
Other payment arrangements
Alternative payment methods may be accepted by prior arrangement. Payment is due within 3 days of the clean date unless otherwise agreed.
Cash is accepted by prior agreement only. If you are out, leave it in a safe, agreed place and tell us its location in advance. Failure to leave payment or notify us may lead to late-payment action or suspension of service.
One-off services
Payment for one-off services, such as gutter clearing and exterior cleaning, is required by bank transfer. Payment may be requested in advance and must be received before the work is carried out.
7. Late payments
If payment is not received within the agreed timeframe, we may suspend or cancel ongoing services, or refuse future cleans until the account is settled.
8. Cancellations
You can cancel your regular service at any time by emailing shinemoreltd@outlook.com or calling 07752 387121.
We reserve the right to stop providing services for reasons including repeated non-payment, lack of access or unsafe conditions.
9. Complaints and satisfaction
If you are unhappy with a clean, contact us within 48 hours. We will return to re-clean missed areas where appropriate.
Complaints made after this period may not be eligible for a re-clean.
We do not offer refunds, but we will always aim to rectify genuine issues.
10. Liability
We are not responsible for damage caused by pre-existing faults, including:
- Faulty seals.
- Loose or perished frames.
- Poor installation or ageing materials.
Our equipment is designed to be safe for standard modern windows.
11. Data protection
All customer information is kept confidential and handled in accordance with UK data protection regulations.
Your details will never be shared with third parties.
12. Acceptance
By booking or continuing with our services, you confirm that you have read, understood and accepted these Terms & Conditions.