Terms & Conditions
Pro-Reach Exterior Solutions
Head Office, 21 Blackbrook Road,
Netherton, Dudley,
West Midlands.
DY2 0NR
Web: www.pro-reach.co.uk
Mail: info@pro-reach.co.uk
Tel: 01384465810
24hr: 07707348233
1. Services Provided
We provide professional window cleaning services for residential and commercial properties. Additional services such as gutter, fascia, and roof cleaning are available upon request and must be booked separately.
2. Pricing & Payment
All prices will be agreed upon before work begins.
Payment is due upon completion of the job unless otherwise agreed in advance.
Accepted payment methods: cash, bank transfer.
Late payments may incur additional charges if not settled within 84 days.
3. Access & Property Requirements
The customer must ensure clear and safe access to all windows to be cleaned.
If certain windows are not accessible due to locked gates, obstructions, or safety concerns, they may not be cleaned. In such cases, a partial or full payment may still be required, depending on the circumstances. This will be agreed upon at the time.
If a customer requires specific windows to be included that are not easily visible, they must notify me before the job begins.
4. Bad Weather Policy
I will make every effort to complete the job regardless of weather conditions. However, in cases of extreme weather (such as storms or heavy snow), I may need to reschedule for safety reasons.
5. Complaints & Re-cleans
If a customer is not satisfied with the clean, they must notify me within 24 hours.
I will return to inspect and, if necessary, re-clean any missed areas at no extra charge.
No refunds will be issued once work has been completed.
6. Cancellations & No-Access Charges
If a customer needs to cancel or reschedule, at least 1 hours' notice is required.
If I arrive at the property and cannot gain access or the job is cancelled on arrival, a call-out charge of £10 may apply.
7. Liability
I take care to prevent any damage, but I am not responsible for pre-existing damage to windows, frames, or sills.
Any damage caused directly by my equipment or actions will be assessed and resolved appropriately.
8. Regular Service Agreements
Customers who sign up for a regular cleaning plan commit to a minimum of two cleans. If a customer cancels after the first clean, they will still be required to pay for a second clean.
9. Discretionary Waivers
At my discretion, I may choose to waive or modify certain terms in a way that benefits the customer. This will always be done in goodwill and does not affect the enforceability of the other terms.
10. Agreement
By booking my services, the customer agrees to these terms and conditions.
Terms & Conditions – Pro-Reach Exterior Solutions.
1. Services Provided
1.1 Scope of Services
Pro-Reach Exterior Solutions provides professional window cleaning services for both residential and commercial properties, ensuring high-quality results with a commitment to customer satisfaction. Window cleaning may include the removal of dirt, dust, bird droppings, and general debris from glass surfaces, frames, and sills, depending on the scope of work agreed upon.
1.2 Additional Services
In addition to window cleaning, we also offer supplementary services such as gutter cleaning, fascia cleaning, and roof cleaning. These services are not included as part of a standard window cleaning appointment and must be booked separately. Customers are encouraged to inquire in advance about availability, pricing, and estimated completion times for any additional services.
1.3 Service Limitations
While I strive for excellence in every job, certain factors may impact the outcome of the cleaning, including:
Hard Water Stains & Permanent Marks – Some stains, mineral deposits, or etching on glass surfaces may not be removable with standard cleaning techniques.
Paint, Cement & Adhesive Residues – If a window has been affected by paint splatter, construction debris, or sticker residue, additional treatments may be required, which could incur an extra charge.
Extreme Weather Conditions – In cases of severe weather (such as storms, high winds, or icy conditions), services may be rescheduled for safety reasons.
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2. Pricing & Payment
2.1 Pricing Structure
The cost of each service is determined before the job begins, based on factors such as:
Number and size of windows
Property type (residential vs. commercial)
Level of dirt buildup
Accessibility and required equipment
2.2 Payment Terms
Full payment is due upon completion of the job, unless an alternative arrangement has been agreed upon in writing.
Payment methods accepted: cash, cheque, debit/credit card or bank transfer. I do not accept cryptocurrency, or barter-style exchanges.
2.3 Late Payment Policy
If payment is not received within 60 days, additional charges may apply. These may include interest or administrative fees.
In extreme cases, outstanding balances may be pursued through a third-party collection agency or legal proceedings.
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3. Access & Property Requirements
3.1 Customer Responsibilities
To ensure a smooth and efficient cleaning process, the customer must provide clear and safe access to all windows scheduled for cleaning. This includes:
Unlocking any necessary gates or providing access codes.
Moving any obstructions, such as bins, garden furniture, or vehicles, that may block access to windows.
Notifying me in advance if certain windows are of particular importance but not easily visible.
3.2 Inaccessible Windows
If, upon arrival, I find that certain windows cannot be cleaned due to lack of access, safety risks, or other issues, one of the following will apply:
1. A partial clean will be completed, and a proportionate fee will still be charged.
2. If most windows are inaccessible, a call-out fee may be applied instead of a full charge.
3.3 Safety Considerations
We reserve the right to refuse service if conditions pose a risk to my safety, such as unstable surfaces, aggressive animals, or hazardous environments.
If a customer has pets, they must ensure animals are secured before I arrive.
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4. Bad Weather Policy
4.1 Working in Adverse Weather
Our work is typically performed in various weather conditions, including light rain and wind. However, in cases of:
Heavy rain that significantly impacts visibility and results.
High winds that make ladder use or working at heights unsafe.
Extreme temperatures that cause equipment malfunctions or water to freeze.
I reserve the right to reschedule the appointment to a more suitable day.
4.2 Customer Concerns About Rain
Some customers worry that rain will undo a window cleaning service. However, rainwater is generally pure and does not leave marks—it is dirt and pollutants that cause spotting. If windows are cleaned properly, light rain should not significantly affect the results.
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5. Complaints & Re-cleans
5.1 Reporting Issues
If a customer is not satisfied with the quality of the cleaning, they must notify me within 24 hours of job completion. This allows me to:
Inspect the issue in person.
Determine if a re-clean is necessary at no extra charge.
5.2 Re-clean Policy
Re-cleans will only be offered if a genuine issue is present (e.g., missed spots, streaks).
I will not provide re-cleans for problems caused by weather, bird droppings, or external factors after the cleaning has been completed.
No refunds will be issued under any circumstances once the service has been carried out.
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6. Cancellations & No-Access Charges
6.1 Customer Cancellations
Customers must provide at least 1 hours’ notice if they need to cancel or reschedule.
Cancellations made with short notice may incur a £10 call-out fee.
6.2 No-Access Situations
If we arrive at a property but cannot gain entry due to locked gates, obstructions, or no one being home (if prior access arrangements weren’t made), I may still charge a fee for our time.
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7. Liability
7.1 General Liability
While I take every precaution to prevent damage, I am not responsible for pre-existing damage to windows, frames, sills, or other property features.
7.2 Damage Caused During Service
If I accidentally cause damage due to my equipment or actions, we will assess the situation and determine the appropriate resolution.
Any claims of damage must be reported within 24 hours of service completion.
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8. Regular Service Agreements
8.1 Minimum Commitment
Customers who sign up for a regular cleaning schedule (e.g., monthly, bi-monthly) commit to a minimum of two cleans. If they cancel after only one clean, they will still be required to pay for the second service.
8.2 Skipping a Scheduled Clean
If a customer wants to skip a clean, they must notify me in advance to avoid being charged.
Skipping multiple cleans may result in removal from the regular service list.
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9. Discretionary Waivers
We reserve the right to waive or modify certain terms in a way that benefits the customer. However, this is done entirely at our discretion and does not set a precedent for future bookings.
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10. Agreement
By booking my services, the customer acknowledges and agrees to the terms outlined in this document. These terms are subject to updates and modifications, which will be communicated as necessary.
1. Customer Satisfaction Guarantee
1.1. We want every customer to be happy with their clean. If you are unsatisfied, we will do our best to resolve any issues within reason.
1.2. If you notice any streaks or missed areas, let me know within 24 hours, and we will return to fix them free of charge.
1.3. We will always aim to leave windows spotless, but in cases of extreme dirt build-up, we will discuss expectations with you beforehand.
1.4. If bad weather occurs within 24 hours of cleaning and significantly affects the results, we may offer a free touch-up service at my discretion.
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2. No Hidden Fees Policy
2.1. The price quoted is the price you pay—there are no hidden charges or surprise costs.
2.2. If additional costs arise (such as extra work requested on the day), we will always discuss this with you first before proceeding.
2.3. We do not charge extra for standard dirt levels, even if your windows haven't been cleaned in a while.
2.4. If we accidentally quote you too high, we will correct the price and charge you the lower amount.
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3. Flexible Payment Options
3.1. I accept cash, cheque, debit/credit card or bank transfers to make payment convenient.
3.2. If you need a little extra time to pay, we are happy to discuss flexible arrangements in certain cases.
3.3. If you accidentally overpay, we will refund the excess amount or apply it as credit toward your next clean.
3.4. If you are a regular customer and experience financial difficulties, we may offer a one-time payment extension to help out.
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4. Easy Booking & Scheduling
4.1. Booking is simple, and we aim to respond to all inquiries within 24 hours.
4.2. We offer a reminder service if you tend to forget cleaning dates—just let us know, and we will send you a message before your next clean.
4.3. If you need to change your appointment time, we will do our best to accommodate your request.
4.4. You do not need to be home for exterior window cleaning if access is available, making it more convenient for you.
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5. No Commitment for One-Off Cleans
5.1. If you book a one-time clean, there is no obligation to rebook unless you wish to.
5.2. Unlike some companies, we do not tie customers into unnecessary contracts unless they choose a regular service plan.
5.3. If you prefer to book "as needed," we are happy to accommodate that.
5.4. We do not pressure customers into recurring services—your cleaning schedule is completely your choice.
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6. Regular Customer Perks
6.1. Regular customers may receive discounts or priority booking during busy periods.
6.2. If you sign up for a regular cleaning plan, we may offer a reduced rate for additional services like gutter cleaning.
6.3. Long-term customers who refer new clients may receive a small discount or free service upgrade as a thank-you.
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7. Customer Comfort & Consideration
7.1. We will always knock before starting work, so you are aware that we are on-site.
7.2. If you work from home or have young children, we will do our best to be as quiet and unobtrusive as possible.
7.3. If you have any special requests (such as avoiding certain windows for privacy), we are happy to accommodate them.
7.4. I will avoid using loud equipment early in the morning or late in the evening out of respect for your household and neighbours.
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8. No-Charge Cancellations (With Notice)
8.1. You can cancel or reschedule for free as long as you provide at least 1 hours’ notice.
8.2. If an emergency arises, we understand and will not charge a cancellation fee in genuine urgent situations.
8.3. If we need to reschedule due to bad weather, we will offer the next available slot at your convenience.
8.4. If we are significantly late due to unforeseen circumstances, we will notify you.
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9. Respect for Your Property
9.1. We take great care around your home and will ensure no mess is left behind after a clean.
9.2. If we move any outdoor furniture or garden items to access windows, we will return them to their original place.
9.3. If we notice any property issues while cleaning (such as cracked seals, loose frames, or gutter blockages), we will inform you.
9.4. We will never lean ladders against fragile areas like window frames or gutters unless they are properly protected.
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10. Referral Rewards
10.1. If you recommend my service to friends or family and they book a clean, you may receive a discount on your next service.
10.2. There is no limit to referrals—recommend as many people as you like and keep saving!
10.3. If multiple households on the same street book a clean on the same day, we may offer a group discount.
10.4. We appreciate all referrals and will always try to reward loyal customers where possible.
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11. Senior & Vulnerable Customer Considerations
11.1. If you are elderly or have mobility issues, we will ensure the service is as convenient and hassle-free as possible.
11.2. We will be happy to assist with minor tasks such as moving small items if needed.
11.3. If a family member handles your bookings, we can liaise with them directly to make arrangements easier.
11.4. If we notice a safety hazard on your property (such as loose steps or unsafe outdoor wiring), we will let you know.
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12. Transparency & Honesty Guarantee
12.1. If we make a mistake, we will own up to it and fix it.
12.2. If we cannot complete a job for any reason, we will not charge you for incomplete work.
12.3. We will never suggest unnecessary extra services just to increase the price.
12.4. If we accidentally damage anything, we will take responsibility and work with you to resolve it fairly.
1. Window Condition & Pre-Cleaning Assessment
1.1. Windows should be in a reasonable state before cleaning. If excessive dirt, paint splashes, or adhesive residues are present, additional time may be required.
1.2. Customers are encouraged to check their own windows before booking to ensure they are free of cracks, loose seals, or damage.
1.3. If we notice any significant pre-existing damage, we may take photographs for documentation.
1.4. Windows that have not been cleaned for long periods may require multiple visits to restore them to a satisfactory condition.
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2. Customer Presence During Cleaning
2.1. Customers do not need to be home during exterior cleaning but should ensure access is available beforehand.
2.2. If a customer prefers to be present, they should remain at a safe distance to avoid any interference with equipment.
2.3. Any discussions regarding additional work or concerns should take place before or after cleaning, not while work is in progress.
2.4. Customers should avoid opening windows while cleaning is taking place, as this may cause water to enter the property.
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3. Pets & Wildlife Considerations
3.1. Customers should secure pets inside before cleaning to prevent them from escaping or interfering.
3.2. If a property has bird feeders, customers should notify me if they require extra care to avoid disturbing them.
3.3. If nesting birds, wasp nests, or other wildlife obstructions are present, we may reschedule the cleaning for safety reasons.
3.4. We do not take responsibility for water spots on outdoor pet enclosures or animal housing if they are in the cleaning area.
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4. Cleaning Products & Environmental Considerations
4.1. We use industry-standard cleaning products that are safe for glass and frames.
4.2. If a customer has specific allergies or sensitivities to cleaning solutions, they must notify us in advance.
4.3. We aim to minimize environmental impact by using as little water as necessary for effective cleaning.
4.4. Customers may request water-only cleaning methods if they prefer an eco-friendly approach, though this may affect cleaning results.
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5. Equipment & Safety Measures
5.1. We use ladders, water-fed poles, and other professional tools to carry out cleaning services safely.
5.2. Customers must not attempt to use or move any equipment left on the property during cleaning.
5.3. If we believe a surface is unsafe (e.g., slippery decking, loose gravel), we may refuse to use ladders for safety reasons.
5.4. If our equipment is accidentally damaged by the customer or their property (e.g., pets, vehicles), they may be responsible for repair costs.
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6. Privacy & Data Protection
6.1. Any personal information provided (such as names, addresses, or contact details) will only be used for service purposes.
6.2. Customer details will not be shared with third parties without consent, except when required by law.
6.3. We may take photographs of cleaned windows for marketing purposes, but no personal identifiers (such as house numbers) will be included.
6.4. Customers who wish to opt out of marketing images should notify me in advance.
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7. Changes to Bookings & Special Requests
7.1. Customers can request minor changes to a booking (such as adding extra windows) but must notify us in advance to allow time adjustments.
7.2. Any special requests, such as avoiding certain windows or focusing on specific areas, should be mentioned before the clean begins.
7.3. We cannot guarantee last-minute changes to a booking on the day of service.
7.4. If a customer requests extra services after wearrive, additional charges may apply.
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8. Liability for Accidents on Property
8.1. While we take care on-site, we are not responsible for injuries that occur if a customer enters my work area without caution.
8.2. Customers should be mindful of wet surfaces after a clean, as they may be slippery.
8.3. We are not liable for accidental damage caused by external factors such as falling tree branches, strong winds, or structural weaknesses of the property.
8.4. Customers should ensure outdoor electrical outlets are covered if they are near the cleaning area.
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9. Customer Expectations & Cleaning Results
9.1. While we aim to provide a streak-free clean, some minor spotting may occur depending on water quality and drying conditions.
9.2. Windows with extensive staining may not reach "like new" condition in one visit.
9.3. Hard-to-reach windows may not be cleaned if they pose a significant safety risk.
9.4. External factors such as pollen, dust, and construction work in the area may affect how long windows stay clean.
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10. Seasonal Considerations & Holiday Periods
10.1. Window cleaning availability may vary during holiday periods or peak seasons.
10.2. Customers are encouraged to book early for services around Christmas, New Year, or summer months to ensure availability.
10.3. In winter, frozen water on windows may delay drying times.
10.4. Summer months may require additional effort due to increased dust and pollen levels.
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11. Neighbour & Community Considerations
11.1. We aim to be considerate of neighbours by minimizing noise and disruption.
11.2. Customers should inform neighbours if a shared access route will be used for cleaning.
11.3. If a neighbor requests a clean while I am on-site, I may accommodate them based on availability.
11.4. Any complaints from neighbours regarding water overspray or minor disturbances should be directed to the customer, not us.
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12. Communication & Customer Service
12.1. We strive to respond to inquiries within 24-48 hours, though response times may vary during busy periods.
12.2. If a customer has an urgent request, calling or messaging is preferred over email.
12.3. If we are running late due to traffic or unforeseen delays, we will attempt to notify the customer as soon as possible.
12.4. We appreciate feedback and encourage customers to leave reviews to help improve our services.
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13. Service Area & Travel Charges
13.1. Our standard service area includes the West Midlands but we may travel further for an additional charge.
13.2. Customers should confirm their address before booking to avoid any confusion regarding service availability.
13.3. Travel fees may apply for locations outside our standard working area.
13.4. If extreme traffic delays occur, we may need to reschedule the appointment.
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14. Cancellation by Us
14.1. In rare cases, we may need to cancel a booking due to unforeseen circumstances (e.g., illness, equipment failure).
14.2. If we cancel, we will offer the earliest possible rescheduling date.
14.3. If rescheduling is not possible, no charges will be applied.
14.4. We are not responsible for any inconvenience caused by cancellations outside of our control.