Fluro Clean™ is a trading name of Fluro Clean Limited.
Company Number: 16613541 | VAT Registration No: 497 9837 96. Registered Address: 33 Lyon Drive, Tamworth,
B77 2TL. Email: hello@fluroclean.co.uk | Telephone: 01827 934645
These Terms and Conditions constitute the agreement between Fluro Clean Limited (“the Company”, “we”, “us”, “our”) and the Customer (“you”, “your”) for the provision of window cleaning services.
By accepting a quotation, booking services, or allowing work to proceed at the Location, you agree to be bound by these Terms and Conditions.
- Definitions
1.1 In these Terms and Conditions, the following definitions apply:
“Additional Services” means optional services that may be provided alongside or separately from window cleaning, including but not limited to cleaning of Velux windows, skylights, solar panels, gutters, fascias, soffits, conservatories, bifold doors, or similar external features.
“Charges” means the agreed price payable by the Customer for the Services and any Additional Services.
“Company” means Fluro Clean Limited.
“Customer” means the person, business, or organisation receiving the Services.
“Location” means the property or premises where the Services are carried out.
“Quotation” means the written or electronic quotation, estimate, price confirmation, message, or other communication issued by the Company setting out the Charges for the Services.
“Services” means the window cleaning services supplied by the Company.
“Terms” means these Terms and Conditions.
1.2 References to “in writing” include communication by email, SMS text message, or other written electronic communication.
- Agreement
2.1 These Terms apply to all window cleaning Services supplied by the Company.
2.2 A binding agreement shall be formed when the Customer accepts a Quotation, books Services, confirms an instruction to proceed, or allows the Company to carry out Services at the Location.
2.3 These Terms shall apply to all regular, first clean, one-off, and agreed Additional Services unless otherwise agreed by the Company in writing.
2.4 These Terms shall prevail over any other terms proposed by the Customer unless expressly accepted by the Company in writing.
2.5 No variation of these Terms shall be valid unless agreed by the Company in writing.
- Services Provided
3.1 The Company shall provide professional window cleaning Services using purified water-fed pole systems and such other suitable equipment or methods as may reasonably be required.
3.2 The Services will normally include the external cleaning of glass, frames, and sills, unless otherwise stated in the Quotation or agreed in writing.
3.3 The Company shall carry out the Services with reasonable care and skill.
3.4 The Company may, where necessary, use ladders or alternative access methods, although these will be avoided where reasonably possible and used only where considered safe and appropriate by the Company.
3.5 The Company reserves the right to refuse, postpone, suspend, or discontinue any Services where, in its reasonable opinion, conditions at the Location present a health and safety risk, prevent safe access, or prevent effective completion of the Services.
3.6 Additional Services may be offered or requested from time to time. Any Additional Services shall be quoted separately and shall not be carried out unless the Customer has agreed the applicable Charges.
3.7 Unless otherwise agreed in writing, Additional Services are not included within the standard window cleaning price.
- Cleaning Schedule
4.1 Regular window cleaning Services shall normally be carried out on a four, six or eight-weekly cycle, unless otherwise agreed by the Company.
4.2 The Company shall use reasonable efforts to maintain regular service intervals; however, scheduled dates are approximate and may vary due to operational requirements, route planning, public holidays, adverse weather, freezing conditions, illness, equipment failure, vehicle issues, or other circumstances beyond the Company’s reasonable control.
4.3 The Company may issue an SMS or WhatsApp reminder before a scheduled visit. Such reminders are provided as a courtesy only and do not guarantee attendance on a specific day or at a specific time.
4.4 Failure to receive or respond to an SMS or WhatsApp reminder does not cancel the scheduled Service.
4.5 The Company operates in most weather conditions, including light rain. Rain or poor weather shall not, by itself, be considered a valid reason for cancellation by the Customer.
4.6 Services may be postponed where weather conditions, freezing temperatures, high winds, heavy rain, storms, or other conditions prevent safe or effective working.
4.7 Where Services are delayed or postponed by the Company, the Company shall use reasonable efforts to reschedule the visit at the next suitable opportunity.
- First Cleans, One-Off Cleans and Minimum Charge
5.1 Initial cleaning visits generally require additional time due to accumulated dirt, residue, algae, dust, previous cleaning products, or general soiling. A first clean charge shall therefore apply.
5.2 First cleans shall normally be charged at a minimum of fifty percent (50%) above the standard four-weekly maintenance price applicable to the property.
5.3 Where a property is heavily soiled, neglected, difficult to access, unusually large, or requires additional work beyond a standard first clean, the Company reserves the right to apply further Charges, which shall be confirmed before proceeding where reasonably practicable.
5.4 The Customer acknowledges that optimal results may require two or three regular cleaning visits following the initial clean, particularly where windows, frames, vents, seals, or surrounding surfaces have not been cleaned regularly.
5.5 One-off window cleaning Services shall normally be charged at approximately one hundred percent (100%) above the standard four-weekly maintenance price applicable to the property.
5.6 The Company operates a minimum service charge of eighteen pounds (£15.00) per visit, regardless of property size, reduced scope, or the extent of work required.
5.7 The minimum service charge is incorporated within the quoted price and is not applied as a separate additional fee.
5.8 The minimum charge shall apply regardless of the level of work completed, including where work is reduced or prevented due to restricted access, obstructions, safety concerns, customer instruction, or conditions outside the Company’s control.
- Customer Responsibilities
6.1 The Customer shall ensure safe and unobstructed access to all agreed areas of the Location at the scheduled time of service.
6.2 The Customer shall ensure that gates are unlocked, pets are secured, and all obstacles or hazards that may prevent safe access are removed prior to the Company’s arrival.
6.3 The Company shall not move obstacles including, but not limited to, garden furniture, vehicles, plant pots, decorations, toys, tools, or similar items that restrict safe access to working areas.
6.4 The Customer shall ensure that all windows, vents, and openings are fully closed prior to the commencement of cleaning. The Company shall not be liable for water ingress or damage caused by windows or openings being left open.
6.5 Where access to neighbouring or third-party property is required in order to complete the Services, the Customer shall obtain all necessary permissions prior to the scheduled visit.
6.6 The Customer shall ensure that all areas requiring access are free from animal fouling prior to the Company’s arrival. The Company reserves the right to refuse access to affected areas on health and safety grounds. Where Services cannot be completed due to the presence of animal fouling, the full scheduled charge shall apply.
6.7 The Customer shall ensure that safe parking access is available where reasonably required for the delivery of Services. Where parking restrictions apply, the Customer shall provide permits or suitable arrangements where necessary.
- Keys and Property Access
7.1 The Company encourages Customers to provide access to the Location without the use of keys wherever reasonably possible.
7.2 Where access cannot reasonably be provided without the use of keys, the Customer may provide keys to the Company only where agreed in advance.
7.3 Any keys provided to the Company shall be held and used solely for the purpose of providing the Services at the agreed Location.
7.4 The Company shall take reasonable measures to safeguard keys while in its possession; however, keys are provided entirely at the Customer’s own risk.
7.5 The Company shall not accept liability for loss, theft, or damage relating to keys, nor for any costs associated with replacement keys, locks, or security systems.
7.6 The Customer shall ensure that any keys provided allow safe and lawful access and shall inform the Company of any special access instructions or security requirements.
7.7 The Company reserves the right to refuse to hold or use keys where, in its reasonable opinion, doing so presents an unacceptable security or operational risk.
- Access, Obstructions and Missed Visits
8.1 Where the Company attends the Location and is unable to complete the Services due to restricted access, locked gates, obstructed working areas, unsafe conditions, lack of parking, unsecured animals, or other circumstances outside the Company’s control, the full scheduled charge shall apply.
8.2 Where only part of the agreed work can be completed due to restricted access or obstructions, the full scheduled charge shall still apply.
8.3 Repeated failure to provide safe and unobstructed access may result in suspension or removal of the Customer from the Company’s regular service schedule.
8.4 Where access is unavailable for consecutive visits or repeatedly restricted, the Company reserves the right to treat the next visit as a first clean and apply the applicable first clean Charges.
- Payment Terms
9.1 Direct Debit shall be the standard method of payment for regular window cleaning Services unless alternative arrangements have been agreed in writing by the Company.
9.2 Payments shall normally be collected automatically within three (3) to five (5) working days following completion of each service visit.
9.3 Alternative payment methods may be accepted only where agreed in writing by the Company.
9.4 All Charges are inclusive of Value Added Tax (VAT) where applicable, unless otherwise stated.
9.5 Confirmation that Services have been completed may be provided by SMS message, email, invoice, or verbal confirmation where the Customer is present.
9.6 Payments shall be considered overdue if not successfully collected or received within seven (7) days of the scheduled payment date.
- Failed Payments and Debt Recovery
10.1 Where a payment fails or remains outstanding, the Company reserves the right to apply an administration charge of ten pounds (£10.00) for each failed payment or reminder issued.
10.2 The Company reserves the right to suspend further Services where payment remains outstanding.
10.3 Interest may be charged on overdue balances at a rate of eight percent (8%) above the Bank of England base rate, calculated daily until payment is received in full.
10.4 Where payment remains outstanding following reasonable reminders, the Company reserves the right to refer the outstanding balance to a Debt Collection Agency or pursue recovery through legal proceedings.
10.5 The Customer shall be liable for all reasonable costs incurred by the Company in recovering outstanding balances, including administrative, collection, and legal costs.
- Complaints and Re-Clean Guarantee
11.1 If the Customer is dissatisfied with the quality of the Services, the Customer must notify the Company within forty-eight (48) hours of completion of the Services.
11.2 Where the Company determines that a re-clean is appropriate, affected external areas shall be re-cleaned at no additional charge.
11.3 This re-clean guarantee applies only to work carried out by the Company and relates to the external cleaning of surfaces only.
11.4 The re-clean guarantee does not apply where issues arise due to internal dirt, failed glazing units, condensation within sealed units, or contamination occurring after completion of the Services.
11.5 Refunds shall not be issued for completed Services, and the Company’s obligation shall be limited to re-cleaning affected areas where appropriate.
- Property Condition and Liability
12.1 The Company shall take reasonable care when carrying out Services but shall not be liable for damage resulting from pre-existing defects, structural weakness, deterioration, or poor maintenance of the property or its components.
12.2 Pre-existing defects include, but are not limited to, cracked or weakened glass, failed or deteriorated seals, loose trims, decorative bars, oxidised or brittle frames, flaking paint, rotting materials, unsecured fittings, or aged surfaces.
12.3 The cleaning process may reveal defects or weaknesses that were previously hidden by dirt, debris, or staining. The Company shall not be responsible for such defects becoming visible following cleaning.
12.4 The Company shall not be liable for water ingress caused by open windows, defective seals, faulty installation, structural deficiencies, or existing property defects.
12.5 The Company shall not be liable for damage to fragile materials where failure occurs due to age, deterioration, improper installation, or inherent weakness, provided that reasonable care has been exercised.
12.6 Any claim relating to alleged damage must be reported to the Company within forty-eight (48) hours of completion of the Services.
12.7 Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence or any liability which cannot lawfully be excluded.
12.8 The Company shall not be liable for scratches to glass where such scratches are caused by pre-existing debris, contamination, or imperfections present on the glass surface prior to cleaning.
- Builders Residue and Heavy Contamination
13.1 Standard window cleaning Services do not include the removal of builders’ residue or heavy contamination.
13.2 Builders’ residue includes, but is not limited to, paint, cement, plaster, silicone, adhesives, render splashes, construction dust, or similar materials.
13.3 The removal of builders’ residue or heavy contamination requires specialist cleaning methods and shall be treated as an Additional Service, subject to separate quotation and agreement.
13.4 The Company reserves the right to refuse to clean windows affected by builders’ residue where such contamination may cause damage to glass, frames, or equipment.
- Additional Services
14.1 From time to time, the Company may offer Additional Services at the Customer’s request or as part of scheduled maintenance.
14.2 Additional Services may include, but are not limited to, cleaning of Velux windows, skylights, solar panels, gutters, fascias, soffits, conservatories, bifold doors, or similar external features.
14.3 Additional Services shall be quoted separately and shall only be carried out once the Customer has agreed to the applicable Charges.
14.4 Additional Services are not included within the standard window cleaning price unless specifically stated in writing.
14.5 Unless otherwise stated, these Terms shall apply to all Additional Services carried out by the Company.
14.6 The Company reserves the right to refuse to carry out Additional Services where, in its reasonable opinion, the condition of the surface or structure presents a risk of damage or injury.
- Specialist Surfaces and Fragile Materials
15.1 Certain surfaces cleaned as part of the Services or Additional Services may include fragile or specialist materials such as Velux windows, skylights, conservatory roofs, solar panels, decorative trims, or coated glass.
15.2 The Company shall take reasonable care when cleaning specialist surfaces but shall not be liable for damage resulting from pre-existing defects, failed seals, degraded coatings, deterioration, structural weakness, or improper installation.
15.3 The Customer acknowledges that fragile materials, seals, trims, and fittings may weaken over time due to weather exposure, age, and general wear.
15.4 The Company reserves the right to refuse to clean fragile or unsafe surfaces where, in its reasonable opinion, there is an increased risk of damage or injury.
15.5 The Company shall not be responsible for changes in performance of solar panels following cleaning unless damage has been proven to result directly from negligence.
- Chemical Use
16.1 Where necessary, the Company may use industry-standard cleaning solutions, including but not limited to biocides, sodium hypochlorite-based solutions, detergents, or similar cleaning agents.
16.2 The Customer shall remove, cover, or protect sensitive items including plants, garden furniture, ornaments, decorations, toys, fabrics, and personal belongings prior to the commencement of chemical treatments.
16.3 The Company shall take reasonable care when applying cleaning solutions but shall not be liable for staining, discolouration, plant damage, or surface reactions caused by pre-existing surface conditions, incompatible materials, or surfaces affected by age or deterioration.
16.4 The Customer shall notify the Company prior to the commencement of Services of any sensitive materials, surfaces, or environmental concerns that may be affected by the use of cleaning solutions.
16.5 The Customer acknowledges that water and cleaning solutions may run off during treatment, and the Company shall not be liable for minor run-off where reasonable care has been exercised.
16.6 Chemical treatments may be postponed where weather conditions such as rain, wind, or extreme temperatures make safe or effective application unsuitable.
- Price Reviews
17.1 The Company reserves the right to review and adjust Charges periodically to reflect increases in operational costs, changes in property condition, or changes in service requirements.
17.2 Customers shall be notified of any price changes in advance of the revised Charges taking effect.
17.3 Continued use of Services following notification of revised Charges shall constitute acceptance of the new Charges unless written cancellation is received in accordance with Section 18 prior to the next scheduled Service.
17.4 Where property conditions change significantly, including increased soiling, additional structures, or restricted access, the Company reserves the right to revise Charges accordingly.
- Cancellation
18.1 Customers may cancel regular Services by providing written notice to the Company by email or SMS text message no later than twenty-eight (28) days before the next scheduled Service date.
18.2 Verbal or in-person communication shall not constitute valid cancellation.
18.3 Where insufficient notice of cancellation is provided, the next scheduled Service charge may still apply.
18.4 Cancellation of a Direct Debit mandate shall not automatically cancel the service agreement.
18.5 Cancellation shall only take effect once acknowledged in writing by the Company.
18.6 The Company reserves the right to terminate Services where payment remains outstanding, access is repeatedly restricted, unsafe conditions exist, or unacceptable behaviour occurs.
- General Conditions
19.1 Services may be delayed, postponed, or rescheduled due to weather conditions, freezing temperatures, illness, equipment failure, vehicle breakdown, or other circumstances beyond the Company’s reasonable control.
19.2 Water run-off during cleaning is a normal part of the cleaning process and shall not constitute damage.
19.3 The Company shall not be responsible for contamination occurring after completion of the Services due to environmental conditions including dust, pollen, rainfall, nearby building works, or other airborne materials.
19.4 The Company shall not be liable for failure or delay in providing Services where such failure arises from events beyond reasonable control, including but not limited to severe weather, flooding, fire, accident, equipment failure, or acts of third parties.
- Working at Height and Fragile Structures
20.1 The Customer acknowledges that window cleaning work involves working at height using poles, ladders, hoses, and equipment.
20.2 While the Company shall take reasonable care to prevent damage, the Company shall not be liable for damage to fragile structures or surfaces where failure occurs due to age, deterioration, structural weakness, or inherent defects.
20.3 Fragile structures may include, but are not limited to, conservatory roofs, glass roofs, polycarbonate roofs, decorative trims, or similar features.
20.4 The Company reserves the right to refuse to carry out work where, in its reasonable opinion, the structure presents a significant risk of damage or injury.
20.5 The Customer acknowledges that small items, debris, or equipment components may occasionally fall during work carried out at height despite reasonable precautions, and the Company shall not be liable for damage where fragile surfaces fail due to pre-existing weakness or deterioration.
20.6 The Customer acknowledges that minor debris or objects may occasionally fall during work at height despite reasonable precautions, and the Company shall not be liable for damage to fragile roof structures where failure results from age, weakness, or deterioration.
20.7 The Customer acknowledges that hoses may be routed across external areas during the course of Services. The Company shall not be liable for minor marking or disturbance caused by normal hose movement where reasonable care has been exercised.
- Insurance
21.1 The Company maintains Public Liability Insurance with cover of up to five million pounds (£5,000,000).
21.2 The Company shall maintain appropriate insurance cover for the Services provided.
21.3 Copies of insurance documentation may be provided to the Customer upon reasonable request.
- Irregular or Skipped Cleans
22.1 The Company provides Services on a regular maintenance cycle. Where the Customer repeatedly requests delays, skips scheduled visits, or allows the property to become excessively soiled between visits, the Company reserves the right to adjust the Charges accordingly.
22.2 Where a scheduled visit has been missed or postponed at the Customer’s request, the Company reserves the right to treat the next visit as a first clean and apply the applicable first clean Charges.
22.3 The Company reserves the right to remove the Customer from the regular service schedule where repeated missed visits, cancellations, or irregular attendance affect operational efficiency.
- Parking and Access Requirements
23.1 The Customer shall ensure that suitable parking access is available at or near the Location where required for the safe delivery of Services.
23.2 Where parking restrictions apply, including permit-controlled areas, the Customer shall be responsible for providing suitable parking arrangements or permits where necessary.
23.3 Where Services cannot be completed due to lack of suitable parking or restrictions preventing safe operation, the Company reserves the right to apply the full scheduled charge.
- Data Protection
24.1 The Company shall process personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
24.2 Customer details may be used for legitimate business purposes including scheduling, communication, payment processing, service delivery, customer records, and marketing where appropriate.
24.3 The Company shall not share Customer personal data with third parties except where required for operational purposes, payment processing, legal compliance, debt recovery, or where otherwise required by law.
24.4 Customers may opt out of receiving marketing communications at any time by notifying the Company in writing.
- Severability
25.1 If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, the remaining provisions shall remain valid and enforceable to the fullest extent permitted by law.
- No Waiver
26.1 Failure by the Company at any time to enforce any provision of these Terms shall not be deemed a waiver of its right to enforce that provision at any later time.
- Force Majeure
27.1 The Company shall not be liable for any failure to perform, or delay in performing, its obligations under these Terms where such failure or delay arises from events beyond the Company’s reasonable control.
27.2 Events beyond reasonable control include, but are not limited to, severe weather conditions, flooding, freezing temperatures, fire, accident, illness, vehicle breakdown, equipment failure, labour shortages, road closures, acts of third parties, acts of government, public health restrictions, or any other event which prevents the safe or practical delivery of Services.
27.3 Where Services are delayed or prevented due to such events, the Company shall make reasonable efforts to reschedule Services at the next available opportunity.
27.4 The Company shall not be liable for any losses, costs, or inconvenience arising from delays caused by events beyond its reasonable control.
- Governing Law
28.1 These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
28.2 Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
