Terms & Conditions

These Terms and Conditions govern the relationship between Matthew Hall (trading as Your Cleaner windows) and the "Customer." By booking our services, you agree to the following:

1. Scope of Service

• Full Clean Guarantee: Every scheduled clean includes the glass, frames, sills, and doors as standard.

• Exclusions: We do not remove paint, cement, mortar, or construction debris during a standard clean. These require a specialist "First Clean" or "Builders Clean" and must be quoted separately.

2. Access and Notifications

• Text Reminder: We will send a courtesy text the evening before your scheduled clean.

• Access Requirements: It is the Customer’s responsibility to ensure that all gates are unlocked and any obstructions (such as large planters or garden furniture) are moved to allow full access to the property.

• Non-Access: If we arrive and cannot gain access to parts of the property (e.g., a locked gate), we will clean the accessible windows only. The full price of the quote will still apply.

3. Weather Policy

• Rain Policy: We operate a "Rain or Shine" policy. Our pure-water cleaning system is designed to work effectively in the rain. We do not offer refunds or re-cleans due to rain, as it does not affect the quality of the finish.

• Safety: We will only postpone work in the event of extreme weather, such as high winds or lightning, that makes it unsafe to operate.

4. Payment via GoCardless

• Direct Debit: All recurring customers are required to pay via GoCardless.

• Processing: Payment will be collected automatically via Direct Debit after the work has been completed. You will receive an email notification before any funds are withdrawn.

• Setup: Services will not commence until the GoCardless mandate has been successfully set up by the Customer.

5. Cancellations and Postponements

• Notice Period: We require at least 24 hours' notice for any cancellation or change to your scheduled clean.

• Late Cancellation: Cancellations made with less than 24 hours' notice, or "at the door" cancellations, may be charged at 100% of the service price.

6. Satisfaction Guarantee

• 24-Hour Reporting: If you are not satisfied with the quality of your clean, please notify us within 24 hours of the service.

• Resolution: We will return to inspect and re-clean any affected windows free of charge. We cannot accept liability for issues reported after this 24-hour window.

7. Liability and Pre-existing Damage

• Standard Wear & Tear: We are not responsible for pre-existing scratches, "fabricating debris" (manufacturing defects), or damage revealed once dirt is removed.

• Brittle Plastic & Seals: We accept no liability for damage to brittle plastic (such as old vents or trim) or perished rubber seals that may fail during the cleaning process.

• Water Ingress: We are not responsible for leaks or water ingress caused by poorly maintained windows, faulty seals, or doors/windows left slightly ajar.

8. Service Frequency

• We provide a regular, reliable 6 weekly service. Customers wishing to cancel their ongoing service must provide at least 7 days' notice before their next scheduled visit.