Terms and Conditions
Welling Clean Window & Gutter Cleaning
Terms & Conditions
Last updated: September 2026
These Terms & Conditions apply to all window cleaning, gutter cleaning and associated exterior cleaning services provided by Welling Clean Window & Gutter Cleaning ("we", "us", "our").
By booking our services, accepting a quotation, making payment, or allowing us to commence work, you agree to these Terms & Conditions.
1. Services
Our standard window cleaning service includes accessible external glass and frames, unless otherwise agreed.
Additional, specialist or non-standard cleaning may incur an additional charge. Where possible, we will advise you of any additional cost before carrying out the work.
2. Quotations and Pricing
Quotations are based on the information available to us at the time of quoting.
If the property or work differs significantly from the information provided, or additional areas, labour, time or equipment are required, we reserve the right to amend the price. Where reasonably possible, we will discuss any significant change in price with you before proceeding.
3. Regular Window Cleaning
Regular customers are generally placed on an agreed cleaning frequency and visited on a specific or approximate date according to our existing cleaning round.
Because our rounds are organised geographically, we cannot always accommodate requests to move a clean to a different date.
If you are unable to provide access or ask us to postpone a scheduled clean, we may not be able to return on an alternative date. In such circumstances, your property may next be cleaned when we return to that area as part of our normal round.
A postponed or missed clean may therefore be treated as a skipped clean.
Where a significant amount of time has passed since the previous clean, the next visit may require substantially more work than a normal maintenance clean. In these circumstances, an initial/first-clean charge may apply.
Cleaning frequencies are approximate and may vary due to weather, access, operational requirements and other circumstances.
4. Window Cleaning in Rain
We may carry out window cleaning during rainfall where conditions are suitable and safe to do so.
Water-fed pole cleaning can be carried out effectively in wet weather and rainfall does not normally prevent a satisfactory finish.
If you believe there is a cleaning issue following a rain clean, please contact us within 24 hours of the service. Where the issue is reasonably attributable to our cleaning service and can be rectified, we will return and re-clean the affected windows at no additional charge.
This does not cover permanent staining or marks that cannot reasonably be removed through normal cleaning, including hard-water staining, paint, cement, plaster, silicone, adhesive, construction residue, oxidation, bird etching or similar contamination.
We reserve the right to postpone work where weather conditions create an unsafe working environment.
5. Initial and First Cleans
The first clean at a property may take longer than subsequent maintenance cleans due to accumulated dirt, debris and contamination.
As part of an initial window clean, we will make reasonable efforts to clean accessible window vents where appropriate.
Cleaning accumulated dirt from vents can result in some water or loosened debris dripping from the vent after cleaning. This can be a normal consequence of cleaning.
If water continues to drip from a vent following an initial clean and you believe there is an issue, please contact us and we will return to inspect and, where appropriate, re-clean the affected area.
The price of an initial clean may differ from the ongoing regular maintenance price. Any such price will be communicated before the work is carried out.
6. Water-Fed Pole Cleaning and Window Access
We commonly use a pure-water-fed pole system for external window cleaning.
Windows cleaned using this method are normally left wet to air dry naturally.
All windows must be fully closed before cleaning.
We cannot guarantee that water will not enter a property through an open, partially open or incorrectly closed window, frame, seal or other opening.
We do not accept responsibility for water entering a property through windows that have not been fully closed.
If a window is open or we cannot reasonably confirm that it is securely closed, we may leave that window uncleaned while the full agreed price remains payable.
Pure water and normal cleaning methods cannot guarantee the removal of permanent contamination or staining, including paint, cement, plaster, silicone, adhesive, construction residue, hard-water staining, bird etching, oxidation or similar marks.
7. Gutter Cleaning
Our standard gutter cleaning service is carried out using a gutter vacuum system operated from ground level, wherever reasonably possible.
We may use ladders where reasonably necessary to unblock downpipes, access restricted areas, inspect certain sections or deal with areas that cannot be effectively reached using the vacuum system. Ladders will only be used where we consider it reasonably safe and appropriate to do so.
We reserve the right not to access or clean any area where we consider there to be an unacceptable risk to our staff, the customer, the property or our equipment.
Our standard gutter cleaning service removes normal accumulated leaves, moss, dirt and debris.
Guttering is vacuumed rather than wiped clean internally. Small amounts of dust, fine debris or residue may remain after cleaning. This is a normal consequence of the cleaning process and will not normally affect the intended performance or drainage function of the guttering.
We cannot guarantee removal of permanently hardened or bonded material where attempting to remove it could risk damaging the guttering.
Guttering Condition and Inherent Risk
Older or deteriorated guttering, brackets, clips, joints and other components may be weakened by age, weather, corrosion, UV exposure, previous damage, poor maintenance or defective installation.
The cleaning process, including the use of vacuum equipment and attachments, may involve contact with these components.
We take reasonable care when carrying out gutter cleaning but cannot accept responsibility for damage resulting from pre-existing weakness, deterioration, brittleness, defective installation or other faults that were already present before cleaning.
This applies to plastic, uPVC, aluminium, steel and other types of guttering.
Where metal guttering is cleaned, contact from vacuum equipment may result in minor scratching, scuffing, marking, paint damage or other cosmetic damage, particularly where existing coatings or finishes are weathered or deteriorated. Customers acknowledge this as an inherent risk of the cleaning process.
We are not responsible for pre-existing leaks, cracks, loose joints, corrosion, damaged brackets, defective downpipes or other existing faults.
Where obvious defects are noticed, we may notify the customer and/or take photographs for our records.
8. Pet Waste and Animal Mess
Customers are responsible for ensuring that areas required for access are reasonably free from pet waste and excessive animal mess before we arrive.
For health, hygiene and safety reasons, we may refuse to carry out work where pet waste or animal mess prevents safe or reasonable access to the property, windows, gates, paths, gutters or areas required for our equipment.
Where we attend the property but are unable to carry out the work because of pet waste, animal mess or an associated hygiene or safety risk, the full agreed price may still be charged.
9. Access and Locked Gates
Customers are responsible for providing reasonable and safe access to the areas that require cleaning.
Where access through a gate is required, the gate must be unlocked and accessible at the agreed time.
Where we have confirmed attendance, customers are responsible for ensuring that required gates are unlocked.
If we attend the property and a required gate is locked, preventing us from carrying out the agreed work, the full agreed price may still be charged, even if nobody is present at the property.
Please notify us in advance of any changes to access arrangements.
10. Weather and Unsafe Conditions
We operate in most normal weather conditions, including rain where it is safe and appropriate to do so.
We may postpone work because of high winds, storms, freezing conditions, extreme temperatures or other weather conditions that make the work unsafe or impractical.
Where we postpone work due to weather, no charge will be made for work that has not been carried out.
11. Cancellations and Rescheduling
We ask customers to provide as much notice as possible when cancelling or postponing a booking, ideally at least 24 hours' notice.
Due to the way our cleaning rounds are organised, we may not always be able to offer an alternative date.
Where an alternative date is not available, the property will normally be visited on the next scheduled round.
If a clean is skipped and the next visit requires substantially more work than a normal maintenance clean, an initial/first-clean charge may apply.
Repeated cancellations, postponements, refusal of access or failure to provide access may result in a customer being removed from our regular cleaning schedule.
For larger or one-off jobs, a cancellation charge may apply where this has been agreed or reasonably incurred.
12. Payment
Payment is due in accordance with the payment terms agreed at the time of booking or shown on the relevant invoice.
Outstanding balances may result in future services being suspended until payment has been received.
13. Complaints and Re-Cleans
If you are unhappy with any aspect of the cleaning service, please contact us within 24 hours of the service.
Where a genuine cleaning issue is reasonably attributable to our work and can be rectified through normal cleaning, we will return and re-clean the affected area at no additional charge.
A free re-clean does not guarantee the removal of permanent marks, staining, damage or contamination that cannot reasonably be removed through normal cleaning methods.
14. Existing Damage and Defects
We take reasonable care when working at your property. However, we cannot accept responsibility for damage resulting from pre-existing defects, deterioration, poor installation, inadequate maintenance or items that were already loose, damaged or poorly secured.
Examples may include:
Cracked or damaged glass
Loose or deteriorated window frames
Rotten or weakened timber
Failed seals
Loose guttering or fascias
Damaged conservatory components
Loose vents
Poorly fitted windows or doors
Existing cracks, leaks or structural defects
Where we consider an area unsafe or particularly vulnerable, we may refuse to clean it.
15. Safe Working
The safety of our customers, staff and equipment is a priority.
We will determine the safest reasonable method of carrying out the work and may refuse to access roofs, structures, elevations or other areas where we consider the risk to be unacceptable.
16. Customer Property and Belongings
Customers should remove or protect fragile, valuable or vulnerable items from areas where cleaning equipment, water or debris may reasonably affect them.
We take reasonable care when working at your property but cannot accept responsibility for items left in areas where they could reasonably be affected by the cleaning process.
17. Pets
Customers are responsible for securing pets while work is being carried out.
We cannot accept responsibility for pets escaping through gates, doors or other access points that have been left unsecured by the customer.
18. Photographs
We may take photographs before, during or after work for quality control, service records, condition documentation or to record existing defects.
We will not use photographs that identify your property or personal details for promotional purposes without appropriate permission.
19. Damage and Liability
We take reasonable care when carrying out our services and maintain appropriate insurance.
Nothing in these Terms & Conditions is intended to exclude or restrict any liability that cannot lawfully be excluded or restricted.
Subject to this, we cannot accept responsibility for damage or loss arising from pre-existing defects, deterioration, defective installation, inadequate maintenance or circumstances outside our reasonable control.
20. Price Changes
We reserve the right to review and amend our prices where necessary due to changes in operating costs, equipment, fuel, materials, insurance or other business costs.
Where a price change affects an ongoing regular service, reasonable notice will normally be provided before the new price applies.
21. Ending Regular Services
Either the customer or Welling Clean may end a regular cleaning arrangement.
Any outstanding balance remains payable.
We may discontinue regular services where there are repeated payment issues, unreasonable behaviour, unsafe working conditions, repeated cancellations or access problems, or where continuing the service is no longer reasonably practical.
22. Acceptance of These Terms
By booking our services, accepting a quotation, making payment or allowing work to commence, you confirm that you have had the opportunity to read and accept these Terms & Conditions.
These Terms & Conditions apply to services provided by Welling Clean Window & Gutter Cleaning unless otherwise agreed in writing.
Welling Clean Window & Gutter Cleaning
Telephone: 07792 262 802
Email: wellingclean@gmail.com
Website: www.wellingclean.co.uk
Last updated: September 2026