Terms & Conditions

1. Our Services

Hyper Clean provides professional exterior cleaning services, including:

• Residential window cleaning.
• Window frame and sill cleaning where included in the agreed service.
• Conservatory cleaning.
• Gutter cleaning and free gutter inspections.
• Soffit and fascia cleaning.
• Cladding and other exterior cleaning services.

The exact services provided will be agreed with the customer before work begins.

2. Cleaning Frequencies and Minimum Commitment

We offer regular cleaning schedules, including 4-weekly and 8-weekly appointments, as well as one-off cleaning services.

Minimum three-clean commitment:

• By signing up to our regular cleaning service, you agree to a minimum commitment of three cleans.
• A minimum of three cleans must be paid for.
• If you cancel your regular service before completing the first three cleans, the remaining cleans within the minimum commitment will still be payable.
• Cancelling your service does not automatically remove your obligation to pay for the remaining minimum commitment.
• This commitment does not apply to one-off cleaning bookings.
• All statutory cancellation rights remain unaffected.

By booking our regular cleaning service, you acknowledge and agree to this minimum three-clean commitment.

3. Appointments and Access

Customers are responsible for ensuring reasonable and safe access to the areas being cleaned.

• You do not need to be at home for us to clean your windows, provided we have safe and reasonable access.
• Please ensure gates are unlocked and access routes are clear.
• If access is restricted, we may only be able to clean the accessible windows.
• If we cannot safely access certain areas, those areas may be left uncleaned.
• Please inform us in advance of any access restrictions, security arrangements or hazards.

If nobody is home, we will carry out the agreed cleaning wherever access is available.

4. Missed Appointments and Same-Day Cancellations

We understand that circumstances can change. However, our cleaning teams plan their routes and travel specifically for scheduled appointments.

• Customers should provide at least 24 hours’ notice if they need to cancel or rearrange an appointment.
• If a customer turns our cleaner away at the property on the scheduled day, or cancels after the cleaner has arrived, a minimum charge of £15 may apply.
• This charge helps cover wasted travel, time and the loss of a scheduled appointment.
• No charge will be applied where we are responsible for cancelling or failing to attend.

We reserve the right to rearrange appointments where necessary. Any cancellation charge will be applied fairly and proportionately, taking account of the circumstances and applicable consumer rights.

5. Additional Charges for Skipped Cleans

Our regular cleaning prices are based on the agreed cleaning frequency.

• If a customer skips or misses two consecutive scheduled cleans, an additional charge may apply to the next clean.
• This is because windows can accumulate more dirt, grime and build-up over a longer period, requiring additional time and work to clean.
• Any additional charge will depend on the condition of the windows and the extra work required.
• We will inform the customer of any additional charge and obtain their agreement before proceeding with the cleaning.

We reserve the right to review the cleaning price if the condition of the windows has changed significantly due to missed appointments.

6. Payments

We accept the following payment methods:

• Cash.
• Card payments.
• Online payments.

Payment is due upon completion of the cleaning service unless another arrangement has been agreed.

Where customers are not at home, an online payment option may be provided.

Customers are responsible for ensuring payments are made promptly. Any agreed payment arrangements must be followed.

7. Weather Conditions

We aim to complete scheduled cleans in most weather conditions.

• Light rain will not normally prevent us from carrying out window cleaning.
• In severe weather, high winds, storms, ice or unsafe conditions, we may postpone the appointment.
• If weather conditions make cleaning unsafe or unsuitable, we will arrange another appointment.
• We will notify customers of any changes where reasonably possible.

8. Satisfaction Guarantee and Re-Cleans

Customer satisfaction is important to us.

If you are unhappy with the standard of a cleaning service:

• Please contact us as soon as reasonably possible after the clean.
• Explain which areas you are unhappy with.
• We will investigate the issue and, where appropriate, arrange a free return visit to re-clean the affected areas.

We aim to resolve any concerns fairly and promptly.

9. Property and Existing Damage

Customers should inform us of any existing damage, defects or issues before cleaning.

This includes:

• Cracked or damaged windows.
• Loose window frames or fittings.
• Damaged seals.
• Loose roof tiles or guttering.
• Fragile or unstable exterior fixtures.

We cannot accept responsibility for pre-existing damage or defects.

We will take reasonable care when carrying out our work and will not knowingly undertake work that presents an unreasonable safety risk.

10. Health and Safety

For the safety of our employees and customers:

• We reserve the right to refuse work where conditions are unsafe.
• We may postpone cleaning if there are dangerous access conditions.
• Customers must inform us of known hazards around the property.
• We will use appropriate cleaning equipment and methods for the agreed service.

Hyper Clean holds public liability insurance providing cover of up to £10 million, subject to the policy’s terms, conditions and exclusions.

11. Changes to Pricing

Prices are based on the property size, access, cleaning requirements and agreed frequency.

If the property or cleaning requirements change, we reserve the right to review and amend the price.

Where a price change is necessary, we will notify the customer and obtain agreement before carrying out the service at the revised price.

12. Service Suspension and Cancellation

We reserve the right to suspend or cancel a cleaning service where:

• Payment remains outstanding.
• Safe access cannot be provided.
• A customer repeatedly fails to honour scheduled appointments.
• Abusive or threatening behaviour is directed towards our employees.
• Circumstances prevent us from reasonably carrying out the service.

Customers wishing to cancel their regular service should contact us using the details below.

Any outstanding payment obligations remain subject to applicable consumer rights and cancellation laws.

13. Your Consumer Rights

Nothing in these Terms & Conditions affects your statutory rights under UK consumer protection legislation.

We will carry out our services with reasonable care and skill.

Where applicable, customers who enter into a contract online, by telephone or away from our business premises may have a statutory 14-day cancellation period.

If you request that work begins during this period, additional rules may apply to the service already provided.

14. Privacy and Customer Information

We collect and use customer information such as names, addresses, telephone numbers and email addresses to:

• Manage cleaning appointments.
• Send appointment reminders.
• Process payments.
• Communicate service updates.
• Handle customer enquiries.

We will handle personal information in accordance with our Privacy Policy and applicable data protection legislation.

15. Contact Information

Hyper Clean – Reliable Window Cleaning

• Email: info@hyper-cleaning.uk
• Telephone: 01634 944059
• Website: www.hyper-cleaning.uk
• Service Areas: Medway, Gravesend, Maidstone, Sittingbourne, Tunbridge Wells and surrounding areas, including DA postcodes.

16. Changes to These Terms

Hyper Clean reserves the right to update these Terms & Conditions when necessary.

Any changes will be published on our website. Changes will not retrospectively remove rights that customers have already acquired.

By booking or continuing to use our services, you agree to the applicable Terms & Conditions, subject always to your statutory rights.