These terms set out how we work together, so everything's clear and fair from the start. By booking a service with Swale Exterior Cleaning, you agree to the following. If anything's unclear, just ask — we're always happy to explain.

About Us

These terms apply to all work carried out by Swale Exterior Cleaning ("we", "us", "our"), a sole-trader business based in Sheerness, Kent, owned and operated by Roger Hogg. You can reach us on 07935126166 or at swalexteriorcleaning@outlook.com.  In these terms, "you" means the customer, and "the property" means the address where we carry out work.

Our Services

We provide exterior cleaning services completed using a water-fed pole system and gutter vacuum equipment, including window cleaning (frames, sills and doors included as standard), gutter clearance, fascia, soffit and cladding cleaning, and any other exterior cleaning services. Any work outside this scope (for example high-pressure driveway or patio cleaning) is arranged separately and may be carried out by a trusted, equally-trained associate; we'll tell you in advance if this applies.

Quotes & Pricing

Quotes are based on the information you provide and, where possible, an assessment of the property. If the property differs significantly from what was described (for example, extensions, conservatories, or difficult access), we'll discuss and agree any adjustment with you before carrying out work. 

Minimum Charges

A minimum charge of £12 applies to recurring window cleaning visits, and £60 to one-off cleans. This reflects the time and travel involved in attending your property.

 Your Regular Cleaning Schedule

Most window cleaning is carried out on a recurring round — typically every 4-6-8 or 12 weeks. We'll let you know your scheduled date and send a reminder the Day before each visit. We don't give exact arrival times, as job lengths vary across the day. You don't usually need to be home, provided we have access.

Access

To complete your clean, we need safe and clear access to all relevant areas. Please ensure gates are unlocked, pets are kept inside, and any vehicles or obstructions are moved where they would prevent access. If we're unable to safely reach an area, we'll clean what we can and let you know what we were unable to do.

First Cleans

A first clean (or the first after a long gap) can take longer and occasionally costs more than a regular maintenance clean, as built-up dirt may need extra work. We'll agree any first-clean price with you beforehand.

Pure-Water Window Cleaning — What to Expect

We clean using purified water and a water-fed pole, which leaves glass to dry naturally to a clear, spot-free finish. Windows may look wet or spotted immediately after cleaning and will dry clear within a short time — please allow them to dry fully before assessing the result. Very old, damaged or poorly sealed windows may not come up perfectly; please see the Liability section below.

Weather

We work in most weather conditions, and pure-water cleaning is unaffected by light rain. However, we may reschedule where conditions make work unsafe (for example, high winds or ice). Rescheduling for weather does not incur any charge, and we'll rearrange your clean as soon as possible.

Cancelling, Skipping or Rescheduling — By You

There's no contract or tie-in — you're free to cancel or pause your service at any time. If you need to skip or rearrange a scheduled clean, please give us at least 48 hours' notice where possible so we can adjust our schedule. As a new customer, if you arranged our services at your home or remotely (by phone, message or online), you have the right to cancel within 14 days of agreeing, under the Consumer Contracts Regulations 2013, without giving a reason — just tell us by email or message before the 14 days end. If you ask us to begin work within that period and we complete it, you lose the right to cancel that completed work; if you cancel partway, you agree to pay for the work already carried out.

Cancellation or Rescheduling — By Us

Occasionally we may need to rearrange your clean (for example due to weather, illness, or vehicle issues). We'll give you as much notice as we can and rebook at the earliest opportunity.

Missed Cleans & No Access

If we arrive as scheduled but cannot complete the clean because access wasn't provided (for example a locked gate, obstruction, or a pet left in the garden), the following applies. First instance: we'll move your clean to a new date or carry it over to your next scheduled visit, at no charge. Second instance within any five consecutive cleans: a charge of 50% of that clean's price, whichever is lower. Third instance within any five consecutive cleans: we reserve the right to cancel your regular cleaning agreement. We'll always let you know when access couldn't be gained

Payment

Payment is due on completion of each clean and we ask for payment to be made within 24 Hours. You can make payment via your customer Portal. We also accept bank transfer and cash by prior arrangement. If an invoice remains unpaid, we may pause future cleans until your balance is cleared.

Price Changes

We keep our prices fair and hold off increases for as long as we reasonably can. If we need to adjust your price, we'll give you advance notice by message or email before it takes effect. Continuing with your service after the change takes effect confirms your acceptance.

Our Workmanship — If You're Not Happy

Your satisfaction matters to us. If you're not happy with any aspect of a clean, please let us know within 24 hours and we'll return to put it right at no extra cost. We ask that you allow windows to dry fully before judging the result (see the pure-water section above).

Property Condition & Pre-Existing Issues

We are not responsible for results that cannot be achieved due to the condition of the property — for example failed or misted double-glazing units, scratched or damaged glass, flaking paint, perished or damaged seals, hard-water staining, or pre-existing damage. Where we notice an issue that affects cleaning, we'll bring it to your attention.

Liability & Insurance

We hold public liability insurance and take great care at every property. We will put right or compensate for any loss or damage caused directly by our negligence. We are not liable for damage arising from pre-existing defects or poor prior installation or maintenance, blockages within underground or concealed pipework, or indirect or consequential losses. Please report any concern about damage to us within 48 hours so we can investigate promptly. Nothing in these terms limits our liability for death or personal injury caused by negligence, or anything else that cannot lawfully be excluded.

Health, Safety & Scope of Work

We work to safe practices at all times, cleaning from the ground using water-fed pole and vacuum equipment. We do not undertake high-level work requiring ladders or access equipment beyond our standard methods, and we may decline any task we consider unsafe.

Photographs & Marketing

We may take "before and after" photographs of completed work to showcase our services on our website and social media. These will not identify you or your full address. If you'd prefer we didn't photograph your property, simply let us know at any time and we won't — or we'll remove existing images on request.

Privacy & Data Protection

We handle your personal information in line with our Privacy Policy and UK data protection law. We only collect what we need to provide and manage your service.

Complaints

If something isn't right, please contact us at swaleexteriorcleaning@outlook.com. We aim to acknowledge complaints within 2 working days and to resolve them fairly and promptly.

Our Right to Decline or End a Service

We may decline or discontinue a service — for example where access is repeatedly not provided, payments are not made, or a working relationship has broken down. We'll give you reasonable notice where we can.

Events Outside Our Control

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, illness, accidents, or supply failures. We'll rearrange affected work as soon as we are able.

Transferring This Agreement

We may transfer our rights and obligations under these terms to another business — for example, if we sell our cleaning round or business. If this happens, we'll let you know in writing, and your rights under these terms will not be affected. As part of any such sale, the personal information we hold about you (such as your name, address, contact details and cleaning schedule) may be passed to the new owner so that your service can continue. The new owner will be required to handle your information in line with data protection law, and you remain free to continue your service with them or to cancel if you prefer. Further detail is set out in our Privacy Policy.

Changes to These Terms

We may update these terms from time to time. The current version will always be available on our website, and continued use of our services means you accept any updates.

Governing Law

These terms are governed by the law of England and Wales, and any disputes fall under the jurisdiction of its courts.