Terms & Conditions

1. Service Frequency & Scheduling

1.1 We offer window cleaning services on a 4, 6, or 8-weekly basis. Alternative schedules may be available for commercial clients.
1.2 We kindly ask for flexibility around timeframes due to weather conditions and other unforeseen factors.
1.3 While we do not provide specific days or times in advance, we always send a text message the day before your scheduled clean to notify you of our visit.

2. Initial Cleans

2.1 All first-time window cleans are subject to an additional charge. This covers the extra time and chemicals to bring your property up to our high standards.
2.2 The exact cost will depend on the size and condition of your property and will be discussed during the quotation process.

3. Access to Property

3.1 If we are unable to access the rear of your property after sending a text requesting access, a reduced rate will be charged for a partial clean. The minimum charge in such cases is £15.

4. Cancellations

4.1 You may cancel our services at any time exept the day of the clean, by phone on 07352 107 897 or by email at mark@prosurfacecleaning.co.uk.
4.2 Cancellations on the same day as your clean, or turning away our team upon arrival, may be charged at the full service rate.

5. Payment Terms

5.1 Regular service payments are mostly taken via GoCardless. If your payment fails due to a cancelled mandate or rejection by your bank, a £10 admin fee may apply to cover provider costs.
5.2 For one-off services, a 50% deposit may be required to secure your booking, payable by card.
5.3 All BACS and cash payments must be made within 24 hours of service completion. If payment is not received within 14 days, we reserve the right to pass the outstanding balance to a debt collection agency, and additional charges may be added to cover recovery costs.

6. Weather Policy & Rain Guarantee

6.1 We clean in most weather conditions, including rain. Rain does not affect the quality of our cleaning due to the use of pure water systems.
6.2 We offer a Rain Guarantee: if your windows are not up to standard following a rain-day clean, we will return and re-clean any affected areas free of charge.

7. Satisfaction & Complaints

7.1 If you are not satisfied with our service, you must notify us within 24 hours of the clean.
7.2 We will arrange a free re-clean of the unsatisfactory areas as soon as possible.
7.3 Complaints made after 24 hours may not be eligible for a re-clean.
7.4 Please note we operate a no-refund policy; however, we will always return to resolve issues reported within the specified timeframe.

8. Liability & Property Conditions

8.1 While we take the utmost care during our work, we cannot accept liability for any damage caused by pre-existing structural or decorative defects. These may include (but are not limited to):

Old or brittle fascias and guttering
Loose or cracked window/conservatory trims
Unsecured windows or doors
Damaged seals
Stuck-on lead or decorative bars
Rotting wood or flaking paint
Broken or open trickle vents

8.2 If damage occurs as a result of our actions and we are at fault, we will repair or replace the item as appropriate.

9. Cleaning Limitations

9.1 We use a purified water system that effectively removes dirt from windows and frames.
9.2 Please note this system does not remove sticker residue, plaster, or paint.

10. Privacy Policy

Please refer to our Privacy & Cookies Policy

By booking or accepting services from Pro Surface Exterior Cleaning, you confirm that you have read, understood, and agree to these Terms and Conditions.

Professional window cleaning services in Trowbridge, Westbury, Melksham, Bradford-on-Avon, and surrounding areas.