Terms of Service

Booking & the Day

Where necessary — for example, if we need access to the property — we'll send a text or email beforehand. These are automated, so please don't reply to them — if you need to reach us, use our usual contact details.

Please make sure we can access the property, and that windows and vents are closed before we arrive.

We clean using a Pure Water System for a streak- and spot-free finish on windows, frames, sills, and doors. Our standard clean covers exterior surfaces only, unless you've specifically asked for interior cleaning too.

Some things a standard clean won't remove — concrete splashes, rust, paint, adhesive, or chemical staining. If you've got any of that, let us know in advance and we can quote for a deep clean instead.

Round Schedule & Updates

We work on set rounds, but exact arrival times can shift — weather, traffic, and holidays all play a part, so we don't guarantee a fixed time slot for your visit. With recent weather disruptions, some customers are being seen slightly earlier or later than usual; we apologise for the inconsistency, but keeping the round on track means making timing adjustments every so often.

Where we can, we'll give you notice ahead of coming round, but this isn't guaranteed for every visit — please treat the arrival window as approximate rather than a booked appointment time.

Gutter Clearance

We use a Gutter-Vac machine with a camera inspection system, so you can see exactly what's been cleared. Downpipes are checked and cleared where needed.

You may need to have an electric power outlet accessible on the day.

Pricing & Payment

If you're on a regular round (every 4–8 weeks), we ask you to set up a Direct Debit via GoCardless — either through our website or by calling 07459 790601. It keeps things running smoothly for everyone.

We also accept BACS transfer or card, but without an active Direct Debit your service may be paused or rescheduled. Just talk to us if that's a problem.

Payment is taken 2–3 working days after each clean. If a clean is skipped for weather or another valid reason, you won't be charged.

One-off jobs, like a standalone gutter clean, are due within 7 days by BACS or card — details are on your invoice.

Late or Non-Payment

If a payment is more than 30 days overdue, we may pause your cleaning service. If it's still unpaid after 90 days, we'll pass the debt to a collection agency, and you'll be responsible for any extra recovery or legal costs.

Annual Price Changes

Prices may go up once a year to reflect inflation and rising costs. Here's how that works:

• Notice: at least 30 days' written notice by email or account notification, before any increase takes effect.
• Your choice: if you don't want to pay the new price, you can cancel before it takes effect. Carrying on with the service afterwards counts as accepting the new price.
• Cap: increases won't exceed 25% without your prior written consent.
• Existing customers: may sometimes be exempt or given a lower cap, at our discretion.

Your First Clean

First cleans cost more than a regular maintenance clean, since there's usually more built-up dirt to deal with. We'll explain the exact amount when you sign up — it depends on the size of the job and how often you'd like us to come.

It can take a couple of visits before your windows are at their best, especially if it's been a while since they were last professionally cleaned.

It's also common on a first clean to see some dirty residue weeping from rubber seals or vents for a day or two afterwards — this is just built-up dirt working its way out after a long time uncleaned, not something we've caused. It settles down with regular maintenance cleans.

Cancellation Policy

Single Bookings (One-Off Cleans)

• 7+ days before service: Full refund, minus any payment processing fees incurred.
• 3 to 7 days before service: 50% refund of service cost.
• Less than 3 days before service: No refund; however, you may reschedule to another date within 30 days at no additional cost.

Recurring Service (Regular Rounds)

We don't offer single one-off window cleans — new sign-ups commit to a minimum of 2 cleans. You can cancel your recurring service at any time with 14 days' notice. We'll stop charging from the next scheduled billing cycle.

Important: cancelling your Direct Debit doesn't automatically cancel the service itself — you must let us know directly. If you cancel with less than 14 days' notice, the next scheduled clean will still be charged, and service will end thereafter.

Missed Appointments & Access

• Notice required: give us at least 24 hours' notice to cancel or rearrange.
• Late cancellations: cancelling within 24 hours may incur a £20 charge to cover the reserved slot.
• No access: if we arrive and can't get in or get no response, it counts as a missed appointment — up to 100% of the service fee may apply.
• Confirmed bookings: confirming a booking (by phone, in writing, or online) means you agree to these terms and that the slot is reserved for you.

Weather & H2oPro Cancellations

If conditions are unsafe (severe weather, high winds, flooding), we'll reschedule your service at no charge. This isn't your responsibility to chase — we'll get in touch with new dates as soon as it's safe.

Damage & Liability

We're not responsible for problems caused by pre-existing issues, such as:

• Ill-fitting or already-damaged windows, doors, or gutters
• Rotting frames or flaking paint
• Leaking seals, loose lead, or trim
• Broken trickle vents or discoloured plastic

Common Non-Issues

Decorative bars can come loose if their adhesive fails — our brushes are soft plastic and nylon, and don't cause this.

"Scratched" sills are usually oxidation being cleaned away, revealing the original UPVC underneath rather than actual damage.

Scratched glass: our brushes are designed not to scratch glass. If you believe we've caused a scratch, we'll come back and ask you to try to replicate it using the same brush. If that's successful, we'll cover the cost of replacement.

Insurance

H2oPro Sussex is fully insured for public liability and professional indemnity. Our liability is limited to the value of the service provided in a single transaction, except in cases of gross negligence.

Guarantee & Complaints

We stand behind our work. If you're not happy with a clean, let us know within 48 hours and we'll come back and re-clean the affected area, free of charge.

After 48 hours, weather and other factors can change how the clean looks, so we may not be able to honour a complaint raised after that window.

To make a claim, contact us via email at info@h2opro.uk or WhatsApp 07459 790601 with photos if possible.