Terms of Service

By accepting our quotation or by using this website, you agree to be bound by the terms of service of H2oPro.

When requested, we will endevour to send a reminder via text or email the day before your scheduled visit. These messages are automated and cannot be replied to. If you need to contact us, please do so via the usual contact methods.
Please ensure access is available and all windows and vents are closed when we arrive.
Arrival times may vary as our round schedules occasionally change.
We use a Pure Water System for a streak- and spot-free clean of windows, frames, sills, and doors. This system is more effective and longer-lasting than traditional methods.
Our standard cleaning does not remove non-organic substances such as concrete, rust, paint, adhesive, chemical staining, etc. For this, we offer a deep clean at an additional charge — please let us know in advance.

We use a top-of-the-range Gutter-Vac machine along with a camera inspection system.
Access to an electric power outlet may be required on the day of the clean.
Downpipes are inspected and cleared where needed.

Customers on 4, 6 or 8 weekly rounds are required to set up a Direct Debit via GoCardless through our website or over the phone at 07459 790601.
We will not clean your property without an active direct debit.
Payments will be taken 2–3 days after each successful clean. No charge will be made if your clean is skipped due to weather or other valid reasons.
One-off services (like gutter cleaning) must be paid within 7 days via bank transfer or card. Payment details will be included in your invoice.

If payment is overdue by 30 days, we may suspend your cleaning services.
If no payment is received within 90 days, we will hand your details over to a collection agency. You will be liable for any additional recovery and legal costs.

Annual Price Adjustment Clause

We reserve the right to adjust the pricing of our services annually to account for inflation, operational costs, and market conditions. Any price increase will be effective at the start of each billing cycle following the anniversary of your initial subscription date.
Notice Period
You will receive written notice (via email or account notification) at least 30 days before any price increase takes effect.
Right to Cancel
If you do not agree to the new pricing, you may cancel your subscription before the price change takes effect. Continued use of the service after the effective date constitutes acceptance of the updated pricing.
Increase Cap
Annual price increases will not exceed 25% without prior written consent.
Grandfathering
Existing customers may be exempt from price increases for a limited time or subject to a lower cap, at our discretion.

Your first clean will incur an additional charge, as it generally requires more effort and resources than a maintenance clean.
The amount can be anything upto the initial price of the job size also accounting for frequency of cleans. This will be explained upon sign-up.
Due to the nature of first cleans, it could very well take a few cleans before the best results are seen.

If access is unavailable (e.g., locked gate), we will clean what we can and charge the full price.
If you forget to leave access open, contact us to reschedule the missed areas.
We may not be able to revisit missed areas until your next scheduled clean.
We do not move obstacles (e.g., garden furniture, flowerpots) for insurance reasons.
We do not bring water hoses through the main parts of your house, but can go through garages. If no alternative access exists, we offer a fronts-only service.

Our Pure Water System is effective in all weathers, including rain and cold.
We clean year-round, including in winter.
High winds, lightning and heavy snow may affect our service and schedule.
Bad weather is not a valid reason to postpone or skip cleans.
If you cancel services during winter, you will be removed from our round. Rejoining later will require a first clean charge.

We, like you, appreciate reliability. If we are turned away on the day or access is not made available, we reserve the right to charge full price and/or cancel ongoing services.
If you’re going away or need to pause due to building work, please notify us at least 24 hours in advance.
Window cleaning is an external service and should not be affected by internal works.
To cancel, please contact us at info@h2opro.uk or call or message/WhatsApp us on 07459 790601.
We do not offer one-off window cleans. A minimum of 2 cleans is required when signing up. Cancelling before 2 cleans are completed means the remaining clean(s) must still be paid.
Cancelling your direct debit does not cancel your service.

We are not responsible for damage caused by pre-existing defects such as:
1. ill-fitting or damaged windows/doors/gutters
2. Rotting frames or flaking paint
3. Leaking seals, loose lead or trim
4. Broken trickle vents or discoloured plastic
Decorative bars may become loose if their adhesive fails — this is not caused by our brush, which is made of soft plastic and nylon bristles.
Scratched sills: What may appear as scratching is often oxidation being cleaned off, revealing the original UPVC.
Scratched glass: Our brushes are designed not to damage glass. If a scratch is claimed, we will return and ask you to replicate the damage using our brush. If successful, we will cover replacement costs.

We stand behind our service with a satisfaction guarantee.
If you’re unhappy, please contact us within 48 hours. We will inspect and re-clean the affected area free of charge.
Complaints received after 48 hours may not be honoured as weather or external factors may affect the clean’s appearance.

H2oPro Sussex
privacy@h2opro.uk
07459 790601