Expectations

When requested, we will endeavour 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. Please note that window cleaning is for exterior surfaces only, unless interior cleaning is clearly specified.

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.

Gutter Clearance

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.

Pricing and Payments

Customers on 4-8 weekly rounds are requested to set up a Direct Debit via GoCardless through our website or over the phone at 07459 790601. This helps us maintain an efficient and reliable service for everyone.

We strongly encourage a Direct Debit, but we also accept payment via BACS transfer or card. Without an active Direct Debit, however, your service may be subject to interruption or rescheduling. Please speak with us if you have any concerns.

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.

New and existing customers who sign up for our Direct Debit mandate will receive 15% OFF their next window clean.

One-off services (like gutter cleaning) must be paid within 7 days via bank transfer (BACS) or card. Payment details will be included in your invoice.

Late or Non-Payment

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.

First Clean

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 up to 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.

Cancellation Policy

At H2oPro Window Cleaning, we allocate specific time slots and resources for each booking. To ensure a fair and efficient service for all customers, the following terms apply:

• Notice Period: Customers must provide at least 24 hours’ notice to cancel or rearrange an appointment.

• Late Cancellations: Cancellations made within 24 hours of the scheduled appointment may be subject to a reasonable cancellation charge of £20, reflecting the time and costs incurred in reserving your booking slot.

• Missed Appointments / No Access: If we attend the property and are unable to carry out the service due to no access or no response, this will be treated as a missed appointment, and up to 100% of the service fee may be charged.

• Pre-Booked Services: By confirming a booking (verbally, in writing, or electronically), you agree to these terms and acknowledge that appointment slots are reserved specifically for you.

• Fair Use: All charges are applied in line with UK consumer law and are intended to reflect genuine business losses, not to penalise customers unfairly.

• Weather Conditions: In cases of unsafe or severe weather, we may reschedule your appointment. No fees will apply in these circumstances.

If you need to cancel or rearrange, please contact us as soon as possible.

Additional terms: 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.

Damage & Liability

We are not responsible for damage caused by pre-existing defects such as:

• Ill-fitting or damaged windows/doors/gutters

• Rotting frames or flaking paint

• Leaking seals, loose lead or trim

• 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.

Complaints

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.

Contact Details

H2oPro Sussex
privacy@h2opro.uk
07459 790601