Terms and conditions of business

PRISTINE CLEAN EXTERIORS LTD

Company Number: 14597531

Registered Office: 46 Livingstone Road, Poole, Dorset BH12 3DU

Telephone: 0800 852 7896 | Email: info@pristinecleanexteriors.co.uk

Website: www.pristinecleanexteriors.co.uk

Version 1.0 | Effective Date: August 1, 2026

Definitions

For the purposes of these Terms and Conditions:

Company means Pristine Clean Exteriors Ltd.

Customer means the individual, company, organisation, landlord, managing agent or other person instructing the Company to undertake the Services.

Property means the premises where the Services are to be carried out.

Services means any service supplied by the Company including but not limited to:

Window Cleaning

Roof Cleaning

Gutter Clearing

Pressure Washing

Patio Cleaning

Driveway Cleaning

Softwashing

Biocide Treatments

Render Cleaning

Cladding Cleaning

Solar Panel Cleaning

Fascia & Soffit Cleaning

Conservatory Cleaning

Commercial Exterior Cleaning

Any associated maintenance works.

Works means the agreed Services detailed within the Quotation.

Quotation means any written quotation, estimate or proposal provided by the Company.

Contract means the legally binding agreement between the Customer and the Company.

Business Customer means any company, partnership, sole trader, charity, housing association, local authority or commercial organisation.

Consumer has the meaning given within the Consumer Rights Act 2015.

Contract Formation

A legally binding Contract shall exist once any of the following occurs:

• A quotation is accepted
• A booking is made
• A deposit is paid
• An invoice is paid
• The Customer instructs the Company to proceed verbally
• The Customer instructs the Company by email
• The Customer instructs the Company by text message
• The Customer instructs the Company through the Company website
• The Customer permits work to commence

These Terms shall automatically apply to every Contract unless expressly varied in writing by a Director of the Company.

No employee or subcontractor has authority to amend these Terms.

Quotations

Unless stated otherwise, all quotations remain valid for 14 calendar days.

After expiry, the Company reserves the right to revise or withdraw the quotation without notice.

Quotations are based upon information available at the time of survey and reasonable assumptions regarding the condition of the Property.

The Company reserves the right to amend pricing where:

• measurements differ
• contamination is greater than anticipated
• additional equipment is required
• specialist access equipment becomes necessary
• hidden defects become apparent
• health and safety requirements change
• additional labour is required
• the Customer changes the specification
• access differs from that originally described
• the quotation expires

Any additional works requested by the Customer shall be charged separately.

Surveys

Where a quotation is based solely upon photographs, satellite imagery, customer descriptions or third-party information, the Company reserves the right to amend the quotation following attendance on site.

No quotation guarantees the structural condition of any surface.

The Company is entitled to rely upon information supplied by the Customer.

Deposits

A deposit equal to 30% of the total quotation is required for works exceeding £250.00 unless otherwise agreed.

The booking is not secured until cleared funds have been received.

The deposit contributes towards:

• administration
• scheduling
• reserving labour
• reserving specialist equipment
• reserving chemicals
• reserving subcontractors
• loss of alternative bookings

Where the Customer cancels, the deposit shall normally remain non-refundable except where the law requires otherwise.

If the Company cancels and cannot offer a reasonable alternative appointment, the deposit will be refunded in full.

Booking Confirmation

Booking dates are estimates only.

Whilst every reasonable effort shall be made to attend on the agreed date, appointments cannot be guaranteed.

The Company shall not be liable for delays arising from circumstances beyond its reasonable control.

Works may be rearranged due to:

• severe weather
• equipment failure
• emergencies
• staff illness
• traffic incidents
• supplier delays
• health and safety concerns
• operational requirements

No compensation shall be payable for rearranged appointments.

Variations to the Contract

7.1 Any request by the Customer to alter, amend, extend or reduce the agreed Services after acceptance of the Quotation shall constitute a variation.

7.2 The Company reserves the right to revise the Contract Price where a variation affects:

• Labour requirements
• Materials or chemicals
• Equipment required
• Time on site
• Access arrangements
• Waste disposal
• Traffic management
• Parking
• Health and safety requirements

7.3 No variation shall be binding until confirmed by the Company.

7.4 Where additional works are completed at the Customer's request, they shall be invoiced separately and become immediately payable upon completion unless otherwise agreed.

Customer Responsibilities

The Customer agrees to:

8.1 Access

Provide unrestricted and safe access to every area included within the quotation.

8.2 Vehicles

Move all vehicles from working areas before arrival.

The Company shall not move customer vehicles.

Any delays caused by vehicles remaining in working areas may incur additional charges.

8.3 Furniture

Move all furniture, ornaments, pots, garden equipment, toys and personal belongings from the working area.

Where requested to move such items, the Company accepts no responsibility for accidental damage unless caused by negligence.

8.4 Windows

Ensure all windows and doors remain closed during cleaning.

The Company accepts no responsibility for water ingress where windows or doors have been left open.

8.5 Animals

All pets must be securely contained.

If animals prevent safe working, the Company may suspend or abandon the works.

8.6 Hazards

Customers must notify the Company before works commence of:

• asbestos
• fragile roofs
• electrical defects
• unstable structures
• underground tanks
• hidden pipework
• CCTV cables
• solar wiring
• roof leaks
• previous repairs
• unsafe surfaces
• loose paving
• Failure to disclose known hazards may affect liability

8.7 Electricity

Where electricity is required, the Customer agrees to provide a suitable external power supply.

Failure to provide electricity may result in the full Contract Price remaining payable where attendance has occurred and the Services cannot proceed.

8.8 Water Supply

For services other than pure water window cleaning, the Customer shall provide access to a suitable external water supply unless otherwise agreed.

If no water supply is available and this has not been disclosed beforehand, the Company reserves the right to charge additional costs or rearrange the appointment.

Access to the Property

The Customer shall ensure that the Company has uninterrupted access at the agreed appointment time.

Examples include:

• unlocked gates
• unlocked side access
• functioning access codes
• available parking
• clear working areas

Failure to Provide Access

If the Company attends and cannot complete the agreed Services because access has not been provided, the Company may:

• clean accessible areas only
• charge the full agreed price where labour and allocated time have been lost

rearrange the appointment subject to an additional attendance charge where appropriate.

Parking

Any parking charges, permits or parking fines incurred due to the Customer failing to provide suitable parking may be added to the invoice.

Weather Conditions

Exterior cleaning is dependent upon weather conditions.

The Company reserves absolute discretion to postpone works where weather conditions create safety risks or reduce the quality of the finished result.

Examples include:

• high winds
• lightning
• heavy rain (where relevant)
• snow
• ice
• freezing temperatures
• extreme heat

Appointments shall be rearranged at the earliest reasonable opportunity.

Deposits remain valid for the rearranged appointment.

No compensation shall be payable for rearranged appointments.

Working in Light Rain

The Customer acknowledges that pure water window cleaning can often be completed successfully during light rain.

Light rainfall does not generally affect the quality of the clean.

The Customer shall not withhold payment solely because rainfall occurred before, during or after the Service.

Working At Height

Health and Safety remains the Company's overriding priority.

The Company reserves the right to refuse access to any roof, ladder position or elevated work area where it believes work cannot be undertaken safely.

The Company shall determine:

• whether ladders are appropriate
• whether water-fed poles shall be used
• whether mobile towers are required
• whether a MEWP is required

The Customer cannot require employees or subcontractors to undertake unsafe work.

Health & Safety

The Company reserves the right to suspend or terminate works immediately where safety concerns arise.

Examples include:

• aggressive behaviour
• threatening behaviour
• dangerous dogs
• wasp nests
• unstable roofs
• unsafe electrical installations
• exposed asbestos
• structural instability
• severe weather

Any lost time resulting from unsafe conditions created or not disclosed by the Customer may be chargeable.

Subcontractors

The Company may use competent employees, subcontractors or specialist contractors to complete all or part of the Services.

The Customer shall not object solely because subcontractors are engaged.

The Company remains responsible for the management of the Contract.

Completion of Works

Works shall be deemed complete when:

• the agreed Services have been carried out
• the Company's equipment has left site
• photographs have been taken (where applicable)

the Customer has been notified that the Services are complete.

The Customer's absence from the Property does not delay completion or payment obligations.

Payment Terms

Unless otherwise agreed in writing:

Domestic Customers

Payment is due immediately upon completion of the Services.

Commercial Customers

Payment shall be due within 30 days of invoice where agreed in writing.

Accepted Payment Methods

The Company accepts:

Bank Transfer

Cash (where agreed)

Direct Debit (window cleaning only)

GoCardless (window cleaning only)

The Company reserves the right to withdraw any payment method.

Late Payment

Where payment is not received by the due date, the Company reserves the right to:

• charge statutory interest where applicable
• recover reasonable debt recovery costs
• recover court fees and legal costs where recoverable
• suspend future bookings

remove the Customer from recurring service schedules until the account is brought up to date.

For recurring window cleaning customers, failed Direct Debit collections may incur an administration fee of £25 plus VAT, reflecting the additional administration involved.

Where payment remains outstanding after reasonable reminders, the Company may commence legal proceedings to recover the debt. For consumer customers, any recovery of interest, fees or costs will only be to the extent permitted by applicable law.

Window Cleaning Services

17.1 Scope of Service

Unless otherwise agreed in writing, a standard window cleaning service includes:

• External glass
• Window frames
• Window sills
• External doors containing glass

The following are excluded unless specifically quoted:

• Internal window cleaning
• Velux windows
• Roof lanterns
• Glass roofs
• Difficult access glazing
• Conservatory roof interiors
• Skylights requiring specialist access
• Glass requiring MEWPs or scaffolding

17.2 Method of Cleaning

The Company may clean windows using:

• Water-fed pole systems
• Traditional methods
• Specialist equipment

The Company shall determine the most appropriate cleaning method.

17.3 First Cleans

The Customer acknowledges that a first clean may not achieve the same finish as a maintenance clean.

First cleans often remove:

• Historic dirt
• Oxidisation
• Residue from previous cleaning products
• Paint contamination
• Builder's residue
• Heavy algae
• Long-term environmental deposits

Additional cleans may be required before the best possible finish is achieved.

17.4 Pure Water Cleaning

The Company uses purified water where appropriate.

The Customer understands that purified water may temporarily leave spotting while:

• previous detergents are removed
• window seals flush contaminants
• frames release historic dirt
• This normally improves after subsequent maintenance cleans

17.5 Weather

Window cleaning may be carried out during light rainfall.

Rain does not contaminate purified water.

The Customer shall not refuse payment solely because rainfall occurred before, during or after the Service.

17.6 Complaints

If the Customer believes windows have not been cleaned satisfactorily:

• the Company must be notified by email within 24 hours of completion
• the Customer must provide reasonable details of the issue

the Company must be given a reasonable opportunity to inspect and, where appropriate, re-clean the affected areas.

The Company will not normally consider complaints reported after this period where the condition of the windows may have changed due to weather, environmental contamination or other external factors.

17.7 Satisfaction

Where the Company agrees that workmanship has fallen below a reasonable standard, it may, at its option:

re-clean the affected areas free of charge; or

provide an appropriate partial or full refund.

The Company will determine the appropriate remedy based on the circumstances.

17.8 Access

If the Company attends but cannot access all agreed windows due to locked gates, obstructed areas or other customer-related issues:

accessible windows may still be cleaned;

the Company may charge the full agreed price where attendance and allocated time have been committed.

17.9 Window Cleaning Frequency

Recurring services may be provided on approximately:

• Four-weekly
• Six-weekly
• Eight-weekly
• Monthly

Intervals are approximate and may vary due to operational requirements, public holidays or weather.

17.10 Minimum Commitment

Where agreed at the point of booking, recurring window cleaning services are subject to a minimum commitment of six cleans.

If the Customer wishes to cancel before completing the agreed minimum, the Company reserves the right to recover any introductory discount that was conditional upon that commitment.

17.11 Direct Debit

Recurring customers agree to maintain a valid Direct Debit mandate unless another payment method is agreed in writing.

Where a Direct Debit fails:

• payment remains due immediately
• an administration fee of £25 plus VAT may be charged to reflect additional administration

future cleans may be suspended until payment has been received.

Roof Cleaning

18.1 General

Roof cleaning is intended to remove moss, algae, lichen and other biological contamination.

The Customer acknowledges that roof cleaning does not repair the roof.

18.2 Pre-Existing Condition

The Customer acknowledges that roofs naturally deteriorate with age.

The Company is not responsible for deterioration resulting from:

• weathering
• age
• poor installation
• historic repairs
• defective materials
• hidden structural defects

18.3 Hidden Defects

Cleaning may reveal defects that were previously hidden by moss or debris.

Examples include:

• cracked tiles
• slipped tiles
• failed mortar
• defective flashing
• damaged valleys
• defective ridge systems
• roof leaks
• rotten battens

The discovery of such defects does not indicate they were caused by the cleaning process.

18.4 Fragile Roofs

Older roofs may contain brittle or fragile materials.

The Customer accepts that reasonable cleaning cannot prevent the possibility of existing defects becoming apparent.

Where the Company considers the roof unsafe or unsuitable for cleaning, it may refuse or discontinue the work.

18.5 Roof Leaks

The Company cannot determine the watertight condition of a roof before cleaning.

Accordingly, where leaks arise due to pre-existing defects, deterioration or historic construction issues, the Company shall not be responsible.

If requested, the Company may provide a separate quotation for repair work where such services are offered.

Moss Removal

Mechanical moss removal removes the majority of visible moss.

However:

• spores remain active until treated
• biological staining may remain
• natural weathering continues after treatment
• The final appearance develops over time

Moss-Free Guarantee

Where:

the quoted biocide treatment has been purchased;

the Customer has complied with these Terms; and

recommended maintenance treatments are undertaken every four years,

the Company provides a two-year moss-free guarantee against significant regrowth.

The guarantee excludes regrowth caused by:

• storm damage
• neighbouring vegetation
• structural alterations
• water ingress
• failure to follow maintenance recommendations

Softwashing & Biocide Treatments

20.1 Purpose

Biocides are designed to eliminate biological growth including:

• moss
• algae
• lichen
• mould

20.2 Results

The Customer understands that biocide treatment is not an instant cleaning process.

Visible improvement typically develops over 3 to 12 months, depending on:

• rainfall
• sunlight
• temperature
• roof pitch
• surrounding trees
• environmental conditions

20.3 Ongoing Changes

Following treatment:

• dead moss may continue to fall
• gutters may require further clearing
• staining may gradually reduce
• natural weathering assists the cleaning process

These are expected outcomes and do not indicate poor workmanship.

20.4 No Immediate Visual Guarantee

The Company does not guarantee an immediate cosmetic transformation following application of biocide.

The Customer acknowledges that ongoing natural weather cycles are an essential part of the treatment process.

20.5 Retreatments

To maintain long-term protection, the Company recommends retreatment approximately every four years.

Failure to undertake recommended maintenance may invalidate any applicable guarantee.

Window Cleaning Services

17.1 Scope of Service

Unless otherwise agreed in writing, a standard window cleaning service includes:

• External glass
• Window frames
• Window sills
• External doors containing glass

The following are excluded unless specifically quoted:

• Internal window cleaning
• Velux windows
• Roof lanterns
• Glass roofs
• Difficult access glazing
• Conservatory roof interiors
• Skylights requiring specialist access
• Glass requiring MEWPs or scaffolding

17.2 Method of Cleaning

The Company may clean windows using:

• Water-fed pole systems
• Traditional methods
• Specialist equipment

The Company shall determine the most appropriate cleaning method.

17.3 First Cleans

The Customer acknowledges that a first clean may not achieve the same finish as a maintenance clean.

First cleans often remove:

• Historic dirt
• Oxidisation
• Residue from previous cleaning products
• Paint contamination
• Builder's residue
• Heavy algae
• Long-term environmental deposits

Additional cleans may be required before the best possible finish is achieved.

17.4 Pure Water Cleaning

The Company uses purified water where appropriate.

The Customer understands that purified water may temporarily leave spotting while:

• previous detergents are removed
• window seals flush contaminants
• frames release historic dirt
• This normally improves after subsequent maintenance cleans

17.5 Weather

Window cleaning may be carried out during light rainfall.

Rain does not contaminate purified water.

The Customer shall not refuse payment solely because rainfall occurred before, during or after the Service.

17.6 Complaints

If the Customer believes windows have not been cleaned satisfactorily:

• the Company must be notified by email within 24 hours of completion
• the Customer must provide reasonable details of the issue

the Company must be given a reasonable opportunity to inspect and, where appropriate, re-clean the affected areas.

The Company will not normally consider complaints reported after this period where the condition of the windows may have changed due to weather, environmental contamination or other external factors.

17.7 Satisfaction

Where the Company agrees that workmanship has fallen below a reasonable standard, it may, at its option:

re-clean the affected areas free of charge; or

provide an appropriate partial or full refund.

The Company will determine the appropriate remedy based on the circumstances.

17.8 Access

If the Company attends but cannot access all agreed windows due to locked gates, obstructed areas or other customer-related issues:

accessible windows may still be cleaned;

the Company may charge the full agreed price where attendance and allocated time have been committed.

17.9 Window Cleaning Frequency

Recurring services may be provided on approximately:

• Four-weekly
• Six-weekly
• Eight-weekly
• Monthly

Intervals are approximate and may vary due to operational requirements, public holidays or weather.

17.10 Minimum Commitment

Where agreed at the point of booking, recurring window cleaning services are subject to a minimum commitment of six cleans.

If the Customer wishes to cancel before completing the agreed minimum, the Company reserves the right to recover any introductory discount that was conditional upon that commitment.

17.11 Direct Debit

Recurring customers agree to maintain a valid Direct Debit mandate unless another payment method is agreed in writing.

Where a Direct Debit fails:

• payment remains due immediately
• an administration fee of £25 plus VAT may be charged to reflect additional administration

future cleans may be suspended until payment has been received.

Roof Cleaning

18.1 General

Roof cleaning is intended to remove moss, algae, lichen and other biological contamination.

The Customer acknowledges that roof cleaning does not repair the roof.

18.2 Pre-Existing Condition

The Customer acknowledges that roofs naturally deteriorate with age.

The Company is not responsible for deterioration resulting from:

• weathering
• age
• poor installation
• historic repairs
• defective materials
• hidden structural defects

18.3 Hidden Defects

Cleaning may reveal defects that were previously hidden by moss or debris.

Examples include:

• cracked tiles
• slipped tiles
• failed mortar
• defective flashing
• damaged valleys
• defective ridge systems
• roof leaks
• rotten battens

The discovery of such defects does not indicate they were caused by the cleaning process.

18.4 Fragile Roofs

Older roofs may contain brittle or fragile materials.

The Customer accepts that reasonable cleaning cannot prevent the possibility of existing defects becoming apparent.

Where the Company considers the roof unsafe or unsuitable for cleaning, it may refuse or discontinue the work.

18.5 Roof Leaks

The Company cannot determine the watertight condition of a roof before cleaning.

Accordingly, where leaks arise due to pre-existing defects, deterioration or historic construction issues, the Company shall not be responsible.

If requested, the Company may provide a separate quotation for repair work where such services are offered.

Moss Removal

Mechanical moss removal removes the majority of visible moss.

However:

• spores remain active until treated
• biological staining may remain
• natural weathering continues after treatment
• The final appearance develops over time

Moss-Free Guarantee

Where:

the quoted biocide treatment has been purchased;

the Customer has complied with these Terms; and

recommended maintenance treatments are undertaken every four years,

the Company provides a two-year moss-free guarantee against significant regrowth.

The guarantee excludes regrowth caused by:

• storm damage
• neighbouring vegetation
• structural alterations
• water ingress
• failure to follow maintenance recommendations

Softwashing & Biocide Treatments

20.1 Purpose

Biocides are designed to eliminate biological growth including:

• moss
• algae
• lichen
• mould

20.2 Results

The Customer understands that biocide treatment is not an instant cleaning process.

Visible improvement typically develops over 3 to 12 months, depending on:

• rainfall
• sunlight
• temperature
• roof pitch
• surrounding trees
• environmental conditions

20.3 Ongoing Changes

Following treatment:

• dead moss may continue to fall
• gutters may require further clearing
• staining may gradually reduce
• natural weathering assists the cleaning process

These are expected outcomes and do not indicate poor workmanship.

20.4 No Immediate Visual Guarantee

The Company does not guarantee an immediate cosmetic transformation following application of biocide.

The Customer acknowledges that ongoing natural weather cycles are an essential part of the treatment process.

20.5 Retreatments

To maintain long-term protection, the Company recommends retreatment approximately every four years.

Failure to undertake recommended maintenance may invalidate any applicable guarantee.

Pressure Washing Services

21.1 General

Pressure washing is designed to remove dirt, algae, moss, weeds, stains and other contamination from external hard surfaces.

The Company will exercise reasonable skill and care when selecting appropriate cleaning methods, pressures and chemicals.

21.2 Existing Surface Condition

The Customer acknowledges that many external surfaces naturally deteriorate over time.

Pressure washing may reveal defects that were previously hidden beneath dirt, moss, algae, paint or sealants.

Examples include:

• cracked concrete
• loose paving
• deteriorated mortar
• weak pointing
• loose block paving
• failed bedding
• previous repairs
• worn tarmac
• unstable edging
• subsidence
• damaged drainage channels

The discovery of such defects does not mean they were caused by the cleaning process.

21.3 Paint and Surface Coatings

Pressure washing may expose or remove:

• loose paint
• flaking paint
• failing sealants
• unstable coatings
• oxidised finishes
• previous patch repairs

The Company shall not be responsible where coatings fail due to their existing condition or inadequate adhesion.

21.4 Weed Growth

Cleaning removes visible weeds but does not permanently prevent future weed growth.

Future growth may occur due to:

• airborne seeds
• weather conditions
• surrounding vegetation
• natural environmental factors

21.5 Jointing Sand

Cleaning of block paving commonly removes existing jointing sand.

This is a normal and expected consequence of pressure washing.

Re-sanding is only included where specifically stated within the Quotation.

Where not included, the Customer is responsible for arranging re-sanding if desired.

21.6 Stains

The Company will use reasonable endeavours to improve staining.

However, certain stains may be permanent or only partially removable, including:

• rust
• oil
• paint
• tyre marks
• tannin staining
• fertiliser staining
• battery acid
• cement burns
• resin staining
• No guarantee is given that all staining can be removed

21.7 Sealed Surfaces

Cleaning may reduce or remove existing sealants.

Where previous sealants have deteriorated or failed, pressure washing may expose inconsistent colouring or patchiness.

This is not considered defective workmanship.

Driveways, Patios and Hard Surfaces

22.1 Surface Suitability

The Customer confirms that the surface is suitable for cleaning.

The Company relies upon this confirmation unless obvious defects are apparent.

22.2 Loose Materials

The Customer accepts that cleaning may expose:

• loose slabs
• unstable blocks
• weak mortar
• loose pointing
• cracked joints
• failed bedding
• previous repairs
• These are considered pre-existing defects

22.3 Subsidence

Cleaning cannot cause ground movement or subsidence.

Where movement or instability becomes visible after cleaning, this is considered to be a pre-existing structural issue unless proven otherwise.

22.4 Drainage

The Customer is responsible for ensuring adequate drainage.

The Company shall not be responsible for flooding caused by defective drainage systems or blocked underground drains.

Sealing Treatments

23.1 General

Sealants are designed to enhance and protect cleaned surfaces.

Performance varies depending upon:

• surface type
• previous treatments
• weather exposure
• maintenance
• traffic levels

23.2 Colour

No guarantee is given regarding:

• colour enhancement
• gloss level
• finish
• appearance
• Natural variations between areas may remain visible

23.3 Lifespan

The lifespan of any sealant depends upon:

• usage
• weather
• maintenance
• cleaning methods
• UV exposure

Accordingly, no fixed lifespan is guaranteed unless expressly stated in writing.

23.4 Customer Maintenance

Following sealing, the Customer is responsible for ongoing maintenance of the surface.

Failure to maintain the surface appropriately may reduce the effectiveness or lifespan of the treatment.

Render Cleaning

24.1 General

Render cleaning aims to restore the appearance of rendered surfaces by removing biological growth, dirt and atmospheric contamination.

The Company will use cleaning methods appropriate to the render system where reasonably practicable.

24.2 Existing Defects

Cleaning may reveal pre-existing defects including:

• colour variation
• previous repairs
• cracking
• poor workmanship
• manufacturer defects
• substrate movement
• patch repairs

These defects may become more noticeable once biological growth or dirt has been removed.

24.3 Best Achievable Result

The Company does not guarantee that render will appear "as new."

Cleaning is intended to restore the surface to the best condition reasonably achievable.

Permanent staining, weathering or defects may remain visible.

24.4 Delicate Surfaces

Certain render systems are particularly delicate.

The Company reserves the right to refuse cleaning where there is an unacceptable risk of damage.

Gutter Clearing

25.1 Scope

Gutter clearing involves removing debris from accessible gutters using appropriate equipment.

The Company does not guarantee that underground drainage systems are free-flowing unless specifically instructed to investigate them.

25.2 Existing Defects

The Customer acknowledges that gutters may already contain:

• leaks
• failed joints
• loose brackets
• cracked sections
• poor previous repairs
• defective downpipes
• Cleaning may reveal such defects

25.3 Testing

Where reasonably practicable, gutters may be flow-tested following cleaning.

Testing does not constitute a guarantee that future blockages will not occur.

25.4 Evidence of Completion

The Company may take photographs or video recordings for quality assurance.

Unless included within the quotation, photographic evidence is provided at the Company's discretion.

If a Customer requests drone photography or videography solely to evidence completed gutter clearing after the works have been carried out, the Company may charge £150 plus VAT to cover equipment, operator time and processing.

The absence of photographs does not mean the Services were not completed, and payment must not be withheld solely because photographic evidence has not been supplied.

Solar Panel Cleaning

26.1 Scope

Solar panel cleaning is intended to remove dirt, algae, bird fouling and other contamination to assist panel efficiency.

26.2 Existing Damage

The Company is not responsible for pre-existing defects including:

• cracked panels
• failed seals
• damaged wiring
• defective brackets
• manufacturing defects
• deterioration due to age or weather

26.3 Performance

The Company does not guarantee any specific increase in energy generation or financial return following cleaning.

Panel performance is influenced by many factors beyond the Company's control.

26.4 Electrical Safety

Where the Company reasonably believes that a solar installation presents an electrical or structural risk, it may suspend or refuse the Services.

Existing Defects and Customer Property

27.1 Existing Defects

The Customer acknowledges that exterior cleaning may reveal pre-existing defects that were previously concealed by dirt, moss, algae, lichen, paint, weathering or other contamination.

Examples include but are not limited to:

• Cracked roof tiles
• Slipped roof tiles
• Defective flashing
• Roof leaks
• Failed pointing
• Broken gutter joints
• Cracked render
• Loose paving
• Weak mortar
• Defective sealants
• Paint failure
• Oxidised UPVC
• Failed double-glazed units
• Scratched or damaged glass
• Structural movement
• Subsidence

The Company shall not be responsible for defects which existed prior to the commencement of the Services, whether visible or concealed.

27.2 Existing Damage

The Company may, at its discretion, photograph or video areas before, during and after the Services.

The absence of photographs shall not create any presumption that damage occurred during the Services.

27.3 Glass

The Company is not responsible for scratches, chips or other damage caused by pre-existing defects including:

• Fabrication debris
• Worn or damaged window seals
• Existing scratches
• Impact damage
• Poor quality glass
• Manufacturing defects

The Company uses professional cleaning methods but cannot identify every hidden defect before cleaning.

27.4 UPVC

Older UPVC may have become oxidised through exposure to sunlight.

Cleaning may reveal uneven colouring or previous restoration work.

This shall not constitute defective workmanship.

Complaints Procedure

28.1 Notification

Any complaint must be submitted by email to:

info@pristinecleanexteriors.co.uk

within 24 hours of completion of the Services where reasonably possible.

The complaint should include:

• Property address
• Date of service
• Description of the issue
• Photographs where available

28.2 Opportunity to Inspect

The Customer agrees to provide the Company with a reasonable opportunity to inspect the alleged issue before instructing another contractor or carrying out remedial works.

Failure to provide this opportunity may affect the Company's ability to investigate and resolve the complaint.

28.3 Rectification

Where the Company accepts that workmanship has fallen below a reasonable standard, it may, at its discretion:

Re-perform the affected part of the Services at no additional charge; or

Provide an appropriate refund or price reduction.

28.4 Third-Party Works

If the Customer appoints another contractor to rectify alleged defects without first allowing the Company a reasonable opportunity to inspect and rectify the issue, the Company shall not be responsible for the associated costs unless otherwise required by law.

Guarantees

29.1 General

Any guarantee offered by the Company is subject to these Terms and Conditions.

Guarantees are non-transferable unless agreed in writing.

29.2 Two-Year Moss-Free Guarantee

Where:

• The Company has completed the roof clean
• A biocide treatment has been applied by the Company

The Customer has paid all invoices in full; and

Recommended maintenance treatments are carried out every four years,

the Company provides a two-year guarantee against significant moss regrowth.

This guarantee does not cover regrowth caused by:

• Storm damage
• Structural defects
• Water ingress
• Alterations to the roof
• Failure to undertake recommended maintenance

Overhanging vegetation or exceptional environmental conditions.

29.3 Window Cleaning Satisfaction

If the Customer reports concerns within the complaint period and the Company agrees that the workmanship was not carried out with reasonable care and skill, the Company may provide a free re-clean or another appropriate remedy.

Photographs, Video and Drone Imagery

The Company may take photographs or video recordings of the Property before, during and after the Services for:

• Quality assurance
• Training
• Insurance
• Record keeping
• Marketing (subject to customer opt-out)

The Customer may request that identifiable images of their Property are not used for marketing purposes by notifying the Company before work commences.

Requests for drone imagery solely to evidence completed gutter clearing or other completed works after the event may incur a charge of £150 plus VAT unless included in the quotation.

Insurance

The Company maintains appropriate insurance, including:

• Public Liability Insurance
• Employers' Liability Insurance
• Professional Indemnity Insurance (where applicable)

Evidence of insurance may be provided upon reasonable request.

Limitation of Liability

Nothing in these Terms excludes or limits liability for:

Death or personal injury caused by negligence;

Fraud or fraudulent misrepresentation; or

Any liability that cannot legally be excluded or limited.

Subject to the above, the Company shall not be liable for losses arising from:

• Pre-existing defects
• Structural weaknesses
• Hidden damage revealed during cleaning
• Ordinary wear and tear
• Natural deterioration
• Manufacturer defects
• Weather events after completion
• Lack of maintenance by the Customer

The Company's total liability for any claim relating to the Services shall, to the extent permitted by law, not exceed the amount paid by the Customer for the specific Services giving rise to the claim.

Data Protection

The Company processes personal data in accordance with applicable UK data protection legislation.

Customer information may be used for:

• Booking management
• Invoicing
• Reminder messages
• Customer support

Marketing where lawful and with appropriate consent where required.

Personal information will not be sold to third parties.

Intellectual Property

All content created by the Company, including:

• Photographs
• Videos
• Marketing material
• Website content
• Logos
• Documents
• Quotations

remains the intellectual property of the Company unless otherwise agreed in writing.

No material may be copied, reproduced or used without prior written permission.

Force Majeure

The Company shall not be liable for delays or failure to perform the Services where such delay or failure is caused by events beyond its reasonable control, including but not limited to:

• Severe weather
• Flooding
• Fire
• Industrial action
• Government restrictions
• Pandemic-related measures
• Power failures
• Supplier failures
• Civil disturbance

The Company will make reasonable efforts to rearrange affected appointments.

Suspension and Termination

The Company may suspend or terminate the Services where:

• Payment is overdue
• The Customer behaves abusively or threatens staff
• Safe access is not available

Continuing the Services would create an unacceptable health and safety risk.

The Customer may terminate recurring services by giving reasonable notice, subject to any agreed minimum service commitment and applicable consumer rights.

Entire Agreement

These Terms, together with the accepted Quotation and any written variations, constitute the entire agreement between the Company and the Customer.

No oral statement or representation shall form part of the Contract unless confirmed in writing.

Severability

If any provision of these Terms is found by a court to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver

Any failure by the Company to enforce a provision of these Terms shall not constitute a waiver of its right to enforce that or any other provision at a later date.

Governing Law

These Terms and Conditions and any dispute arising from them shall be governed by the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction unless otherwise required by law.

Acceptance of Terms

The Customer confirms acceptance of these Terms by:

• Accepting a quotation
• Paying a deposit
• Paying an invoice

Booking the Services by telephone, email, text message or online; or

Allowing the Company to commence the Services