Terms and Conditions

Definitions

1.1. “Client” means the individual or organisation who buys or agrees to buy Goods or Services from the Contractor.

1.2. “Contractor”, “Us”, “We” means the person or company detailed in the Quotation.

1.3. “Contract” means the contract between the Contractor and the Client for the purchase of Goods and Services comprising the Quotation and these Terms and Conditions.

1.4. “Window Cleaner” means the individual providing window cleaning services on behalf of the Contractor.

1.5. “Goods” means the articles that the Client agrees to buy from the Contractor.

1.6. “Services” means the provision of window cleaning services by the Contractor.

1.7. “Site” means the site where the Services will be performed.

1.8. “Cleaning Visit” means the visit to the Client’s address by the Contractor in order to carry out the Service.

1.9. “Terms and Conditions” means the terms and conditions set out herein and within the Willow Alexander Limited Standard Terms and Conditions of Contract for All Services available on the website.

1.10. “Quotation” means the Contractor’s written quotation for the Contract work to which these Terms and Conditions apply.

1.11. Unless the context requires otherwise, reference to the singular includes the plural and references to the masculine include the feminine and vice versa.

1.12. The headings contained in these Terms are for convenience only and do not affect their interpretations.

Contract and responsibility

2.1. These Terms and Conditions represent a contract between the Contractor and the Client.

2.2. The Client agrees that any use of the Contractor’s services, including placing an order for window cleaning services on our platform, by telephone, email or website forms, shall constitute the Client’s acceptance of these Window Cleaning Services Terms and Conditions and the Willow Alexander Standard Terms and Conditions.

2.3. No variation to this Contract shall be binding on the parties unless made in writing and signed on behalf of both parties.

Equipment

3.1. The Contractor will provide all window cleaning materials and equipment necessary to carry out the Service.

Payment

4.1. Payment is due prior to Service commencement via online card payment with a specified third-party payment platform. All Services are pre-paid.

4.2. Subscription packages.

4.2.1. Unless otherwise stated in writing, by signing up to our subscription packages you are entering into a 12-, 24- or 36-month direct debit agreement. Each agreement offers its own break clause set at 6 months, 12 months or 18 months respectively on the duration of your subscription.

4.2.2. The Contractor reserves the right to cancel the subscription (without prejudice) of any Client who does not adhere to the outlined Terms and Conditions set by the Contractor. This service is due in advance on sign-up by way of automated invoice.

4.2.3. Subscription prices are based on a package price quoted to complete the service. The Contractor reserves the right to limit or extend time allocation in accordance with work carried out to ensure an adequate standard is achieved each week.

4.2.4. Adjustment of subscription service hours or frequency. During an active Contract period for regular window cleaning Services under a subscription package, the allocated service hours or frequency, as defined in the subscription agreement, may not be unilaterally decreased by the Client. The Client may request an increase in the allocated service hours or frequency. Should the Contractor agree to such an increase, this will constitute a material change to the Service agreement, necessitating the establishment of a new Contract. Consequently, a new Contract period shall commence from the date of implementation of the increased service hours or frequency, and the terms of this new Contract, including but not limited to pricing and duration, will be provided to the Client for written acceptance prior to the commencement of the revised Service schedule. The terms of the pre-existing Contract concerning service hours or frequency shall be superseded by the new Contract upon its commencement.

4.3. Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.

4.4. The Contractor reserves the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 12% per annum above the Bank of England base rate, from the due date until the date of actual payment.

4.5. All Services are pre-paid. Scheduled Services that are due but not paid for in advance run the risk of having the Service cancelled, and cancellation fees will be incurred.

4.6. The Contractor reserves the right to cancel any contract and back-charge additional fees for a past Service to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted service, or if the given general requirements for the Service and its professional performance would not be possible.

4.7. Online booking system for window cleaning services.

4.7.1. Window cleaning Services booked through the Contractor’s online booking system are scheduled and priced based upon the information provided by the Client at the time of booking and the system’s price calculated for the described window cleaning Services.

4.7.2. The Contractor’s Window Cleaner(s) will diligently perform the requested window cleaning Services and endeavour to complete as much of the specified work as is reasonably practicable within the allocated time slot for the Cleaning Visit.

4.7.3. For a more comprehensive assessment of window cleaning service requirements, and a bespoke Quotation tailored to specific needs that may extend beyond or differ from standard time allocations, the Client is expressly encouraged to contact the Contractor directly to arrange a consultation prior to booking any window cleaning Service.

HoWA Membership Programme

5.1. Clients who are active and verified members of the House of Willow Alexander Membership programme (“HoWA Members”),

5.2. shall be entitled to a ten percent (10%) discount on the standard rates for applicable window cleaning Services, for the duration of their active and continuous HoWA Membership.

5.3. A minimum, uninterrupted membership term of three (3) consecutive months is required to qualify for and maintain the HoWA Membership discount.

5.4. The HoWA Membership discount is subject to the specific terms, conditions and eligibility criteria outlined in the dedicated HoWA Membership Terms and Conditions document. Clients are hereby directed to consult the official HoWA Membership Terms and Conditions, which shall be provided separately and/or made available on the Contractor’s official website, for comprehensive details. The terms of the HoWA Membership Terms and Conditions are incorporated herein by reference for HoWA Members.

5.5. The HoWA Membership discount may not be combined with other promotional offers or discounts unless explicitly stated otherwise in writing by the Contractor.

Bad weather

6.1. We work under all weather conditions, including the rain. There will be occasions where adverse weather conditions affect health and safety. Under these circumstances, your clean will be rescheduled to another day.

Refunds

7.1. No refund claims will be entertained once the Services have been carried out.

7.2. A refund will be issued in cases where a Window Cleaner does not attend a Service for which payment has already been collected by the Contractor.

Cancellation

8.1. The Client can reschedule the booked Services by giving no less than 48 hours’ prior notice in writing. No cancellation or rescheduling fee is applied.

8.2. If the Service is booked with less than 48 hours’ notice before it takes place, the Client waives the right to cancel the booking. In the case the service is cancelled, the Contractor requires the Client to pay a 50% cancellation fee.

8.3. If the Client cancels an annual subscription of the Services according to the break clause (in accordance with 4.2), a cancellation fee will be applied. Subscription contracts cannot be cancelled prior to the break clause period. See Willow Alexander Ltd Services Terms and Conditions for applicable standard Services conditions.

8.4. The Client must pay the full price of the booked Service if:

8.4.1. Our Window Cleaners arrive at the Client’s address and are unable to gain access to the Client’s property to deliver the Service, through no fault of the Window Cleaners.

8.4.2. The Client or a third party has prevented the Window Cleaner from doing their job.

8.4.3. The Client reschedules the Service upon arrival of the Window Cleaner on site, in which case the Client should cover the Window Cleaner’s travel expenses on top of any cancellation fees.

8.5. If the Client needs to change the Service or time, the Contractor will do its best to accommodate. Any changes to a booked Service are subject to 48 hours’ prior notice and availability.

8.6. The Contractor works Monday to Saturday, excluding Bank Holidays. If the Client’s Service is due on a Bank Holiday, the Contractor will get in touch at least 2 weeks in advance of the Service session to reschedule the visit or offer other options.

Employment referral

10.1. The Client is liable for an employment referral fee of £500.00 per person should they directly employ (either legally or on a cash basis) anyone currently employed by the Contractor. The Client agrees to pay this fee whether they notify the Contractor of their action or the Contractor discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Contractor for any and all collection or legal fees the Contractor incurs in collecting this fee.

Complaints

11.1. All complaints must be received in writing by text message or email, and include photographic evidence of the issue and a description of the issue, within a reasonable time of window cleaning Services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the Service, reasonable time is equal to up to 48 hours from completion of the Service.

11.2. If the Client is unhappy with a currently occurring window cleaning Service, the Contractor asks that the Client notify it as soon as they notice anything that might be to their dislike by calling 0800 047 8738. Please do not wait until the Service has ended.

11.3. Further to the Consumer Rights Act 2015, the Service should be performed with reasonable care and skill; however, where it is in conformity with our requirements for a professional performance of the Service, or where the requested window cleaning Service is unsuitable for the situation, the Contractor will not be liable for any future issues.

Liability

12.1. The Contractor will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of the Window Cleaner at the Service address. The Contractor endeavours to be on time on any visit, but sometimes, due to transport-related and other problems which are beyond the Contractor’s control, the Window Cleaner may arrive with a delay, or the Window Cleaning Visit may be rescheduled.

12.2. The Contractor will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:

12.2.1. A third party entering or present at the Client’s premises during the cleaning process.

12.2.2. Existing damage to the Client’s property in the form of cracks, scratches, damaged seals or damaged frames, which cannot be cleaned adequately using the Contractor’s carbon-neutral cleaning methods.

12.3. The Contractor will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with the Contractor providing Services for the Client if the Client has an outstanding amount aged 14 days or more from the date the payment was due.

Supplementary terms

13.1. If the Client requests keys to be collected by the Window Cleaner or Contractor operative from a third party’s address outside the postal code of the serviced address and within reasonable distance, then a charge will be applied. The charge will cover only the pick-up of keys. If said keys need to be brought back to the third party’s address or any other address, an additional charge will be applied.

13.2. The Contractor reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks change.

13.3. The Contractor reserves the right to amend the initial quotation should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.

13.4. Where estimates of how long it will take the Window Cleaner to complete the job are provided, those are only estimates based on the average time it takes to clean a house or flat of similar size to the Client’s. It is difficult to calculate precisely how long such tasks may take, and a degree of flexibility may be required.

13.5. The Contractor will arrange an immediate replacement should the Window Cleaner be unable to attend a scheduled Cleaning Visit, and will inform the Client prior to the visit. The time may vary due to the last-minute rearrangements needed.

13.6. The Window Cleaners are not permitted to use or work with bleach, bleach-containing products or any non-eco-friendly products. The Contractor advises the Client to avoid requesting such products to be used by the Window Cleaners.

13.7. If any special enquiries for the Service arise, the Client should advise prior to the start of the Service. Any allergies or intolerances of the detergents or their content should be noted in advance.

13.8. The Contractor shall not be liable for any delay or failure to perform any of its obligations under this Contract if the delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, strikes, accidents, war, fire, breakdown of plant or machinery, shortage or unavailability of materials, adverse weather conditions, or adverse or difficult Site conditions.

13.9. Contractor’s right to reschedule Services. The Contractor reserves the unequivocal right, in the event of extenuating circumstances, to alter the pre-agreed date and/or time of a scheduled regular window cleaning Service. The Contractor shall endeavour to provide the Client with prior written notification of any such necessary alteration via electronic mail (email) at the earliest practicable opportunity. Extenuating circumstances shall include, but are not limited to, acts of God (distinct from routine bad weather covered in clause 6.1), unforeseen significant operational disruptions, key personnel incapacitation, critical equipment failure, or restricted site access beyond the Contractor’s reasonable control. The Contractor will make reasonable efforts to agree upon a mutually convenient alternative date and/or time with the Client.

13.10. The Contractor reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Contractor may add to or alter these Terms and Conditions from time to time, and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

13.11. If any provision of this Contract is declared by any judicial or other competent authority to be unenforceable, the remaining provisions of this Contract will remain in full force and effect.

13.12. Acceptance of a Quotation shall be deemed to be acceptance of these Terms and Conditions.

13.13. This Contract constitutes the entire agreement between the parties and supersedes any and all prior agreements. In the event of a conflict between these Terms and Conditions and any Quotation, unless otherwise specified, the terms of the Quotation shall prevail.

13.14. No waiver shall be valid unless made in writing and signed on behalf of the Contractor.

Governing law and jurisdiction

14.1. These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England and Wales.

14.2. These Terms and Conditions are in accordance with the Consumer Rights Act 2015, and do not create an imbalance in the parties’ rights or obligations under the contract.