By using our services you are agreeing to our terms and conditions of business.
Window Cleaning Terms
What can I expect
Our pure water cleaning system is very effective at cleaning general dirt from your windows, if you have builders residue (e.g. plaster, concrete and paint etc.) stickers or adhesive, staining/discolouration on windows or frames from chemicals or rust and UV bleaching of frames on your windows, pure water will not be effective at removing these, please notify us when we contact you to arrange your first clean.
3 Clean Policy
We operate a 3 clean policy. This means, typically if your windows havent been cleaned in a while, it will take 3 cleans to bring them up to our standard. When signing up to our 4 or 8 weekly schedule, you are committing to a minimum of 3 cleans. If you cancel before the third clean we reserve the right to bill you for the remaining clean(s).
Service Schedule
Window cleaning will be carried out on a 4 or 8 weekly schedule as agreed upon setup.
We clean in all weather conditions, including rain, provided it is safe to work. Poor weather does not affect the quality of our water fed pole system cleans.
Keystone ask for window cleaning customers to state clearly if the services requested are intended as a “one off clean”. If not it is assumed a verbal maintenance contract has been initiated for 4 or 8 weekly window cleaning.
We are happy to supply a schedule of visit dates for our domestic customers, however this is a guide indicating the week commencement date when we plan to visit, we cannot be held to a specific date or time. With such factors as public holidays, extreme weather, staffing levels, etc, it is not always possible to supply an exact date.
Our regular window cleaning round is approximately 4 or 8 weekly. Staff holidays, sick leave and bad weather can affect our schedule.
Also at the end of each year we optimise our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.
Access
It is the customer’s responsibility to ensure clear access to all areas to be cleaned on the day of service (including unlocked gates).
Should we be unable to access any part of your property due to locked gates we will clean the accessible areas such as the front & sides and charge accordingly.
If we deem it safe to do so our operators will from time to time will gain access to your property by unlocking your access gate. If you do not wish us to do this please message us so we can keep your preference on our records.
We will endeavour to clean all windows, but if we deem any windows to be inaccessible or unsafe to clean, we will not clean them.
Please do not ask our window cleaners to carry out unsafe working practises. They do not use ladders for window cleaning or climb on or over fences, roofs and garages.
Due to insurance liabilities we will be unable to move obstacles such as but not exclusive to: flowerpots, garden furniture etc. If these or any other items restrict access to an area of your property we will be unable to clean it.
Cancellations & Skipped Cleans
Cleans can be cancelled or skipped with at least 24 hours’ notice before the scheduled clean. A missed clean will result in your next clean being charged at our 8 weekly price if you have a 4 weekly clean or +20% if you are on an 8 weekly clean.
If notice is not given within 24 hours, the full charge for the clean will apply. Cancellations on the day of the scheduled window cleaning will be charged in full, the reason for this is it leaves us no time to replace you on the day’s worksheet.
Window cleaning prices are set for regular 4 or 8 weekly cleaning cycles. Any request to put cleans on hold will result in a new price being quoted.
Pricing and Cancellation Policy
All quoted prices are based on regular scheduled cleans unless otherwise agreed in writing. The first clean typically requires significantly more time and effort to bring your windows up to our standard. This includes extra preparation, equipment setup, and deep cleaning to remove any built-up dirt or residues.
To recover these additional costs and ensure fairness, if you choose to cancel before completing three cleans, a surcharge equal to the cost of the remaining cleans may be added to your final invoice. This helps us maintain competitive pricing for regular customers while covering the extra work involved in the initial clean.
Payment Terms
Payment is due on completion of each clean.
We accept payment by cash, card, bank transfer, or GoCardless Direct Debit.
Customers paying by GoCardless Direct Debit will be automatically charged after each clean and will receive a notification of payment.
Weather Policy
We clean in all weather except where it is unsafe to continue working (e.g. extreme winds or severe conditions).
Cleans will only be rescheduled if it is unsafe to carry out the work.
We do work in wet weather, etc.; if for any reason you’re not completely happy with the results when cleaned on a wet day or any other aspect of our work, please let us know within 24 hours, and I will call back and re-clean free of charge. We’ll never work in torrential weather, only light to medium rainfall.
Our pure water systems work in nearly all weathers, therefore weather conditions are not an acceptable reason for postponing our services. We offer an all year round regular service. We will clean your property in all weather conditions including rain and very low temperatures. High winds and deep snow do affect our services & schedule.
Liability
While every care is taken, we cannot accept liability for any pre-existing damage to windows, frames, sills, or surrounding areas.
Our water fed pole system uses purified water and soft brushes that do not cause damage when used correctly.
Our window cleaners do not accept liability for damage caused by decorative or structural defects at your property, such as, but not limited to, ill fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose stuck on lead, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc.
Our window cleaners accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed our brushes will not damage them in any way. If they do become loose or fall off it’s because the adhesive is not bonding correctly with the glass. This is because over time the double sided tape used to stick the bars to your glass loses it’s adhesion.
Scratched window sills: Over time your upvc window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most effected. When we are cleaning your windows our brush head which is made from soft plastic with nylon bristles may remove some of the oxidation. This may look like scratches but in fact it’s just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to “as new” condition.
Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic head stock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush. Keystone clean windows using equipment specifically designed for the task.
Scratches can also occur due to weather and high winds blowing objects onto the glass. (This often leaves scratches in the same way it can on any other external object)
Keystone do not know the condition of the glass prior to commencing cleaning or in between cleaning cycles
Increases
Our prices rise by 6% once every two years; the next raise is scheduled for April 2027
Satisfaction Guarantee
If you are not satisfied with any aspect of your clean, please contact us within 24 hours so we can resolve the issue promptly. Any issues reported after the 24 hour period will be recitifed during the next scheduled clean.
Achieving optimum cleaning results may require a few cleans. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading and heavily soiled frames, however in most cases, this will cease after a couple of cleans, once the dirt is removed fully from the frame areas.
Please note we operate a no refund policy, we will rectify work you are not happy with free of charge provided we are informed within 24 hours of the clean date.
Pressure Washing Terms
Scope of Work
All work will be carried out as detailed in the agreed quotation.
Unless otherwise stated, our pressure washing service includes the removal of organic matter such as moss, algae, and general surface dirt.
Stain treatment (including rust, oil, paint, tyre marks, and other chemical or mineral stains) is not included as standard and may require specialist treatment at an additional cost. Full removal of stains is never guaranteed, as it depends on the severity, nature and age of the stain.
Walls and Vertical Surfaces
Our standard pressure washing service covers horizontal surfaces only, such as driveways, patios, and paths.
Walls, fences, steps, or other vertical surfaces are not included unless specifically quoted for and agreed in advance.
Pre-existing Damage
Keystone Pressure Washing will not be held responsible for any pre-existing damage to surfaces or surrounding areas.
This includes, but is not limited to:
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Loose or damaged pointing, render, or brickwork
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Cracked or chipped paving stones or slabs
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Poorly sealed or damaged tarmac or concrete
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Paint, sealant, or other coatings lifting as a result of cleaning
While every care is taken, high-pressure water cleaning may expose existing weaknesses or damage not visible prior to work commencing.
Access and Water Supply
Access to a working outdoor water supply with adequate flow (at least 12 litres per minute) is required unless otherwise arranged. If the water flow is less than 12 LPM, this will extend the cleaning time and could effect the price quoted.
Although our van carries a small buffer tank, an external water source is needed for larger or extended jobs.
The customer is responsible for ensuring access to the work area and that it is clear of vehicles, furniture, or obstructions prior to arrival.
Chemicals and Treatments
Where applicable, cleaning chemicals, detergents, or biocides may be used to enhance results or prevent organic regrowth.
Only HSE-approved and environmentally responsible products are used.
Any post-treatment services (such as biocide application or sealing) will be detailed and priced separately.
Deposits and Payments
For large or multi-day bookings, a deposit may be required to secure the date and cover material costs.
The balance is payable upon completion and customer satisfaction unless otherwise agreed.
Deposits become non-refundable once materials have been ordered or preparation work has begun.
Weather Conditions
We aim to complete all work as scheduled, but cleaning may be postponed or rescheduled in the event of unsafe weather conditions, such as heavy rain, frost, or strong winds. Customers will be notified as soon as possible of any changes.
Liability
Keystone Pressure Washing carries Public Liability Insurance up to £2 million for your peace of mind.
This ensures both parties are protected in the unlikely event of damage or injury caused during our work.
Gutter Clearance Terms
Scope of Service
Our gutter clearing service includes the removal of leaves, moss, and general debris from gutters using professional equipment. Downpipes are cleared where accessible from the ground using vacuum poles or by hand where safe to do so.
Cast Iron Downpipes
We do not guarantee the clearance of blocked cast iron downpipes. Due to their construction and internal corrosion, full removal of internal blockages may not be possible with standard clearing methods.
Access Requirements
The customer must ensure safe and unobstructed access to the property on the day of the appointment. This includes moving vehicles, garden furniture, and other obstacles that may restrict access.
Water & Power Supply
A water supply and standard 240V power socket may be required for certain equipment. Please advise us in advance if either is unavailable.
Safety & Weather Conditions
Work will only be carried out where it is safe to do so. Severe weather or unsafe access may require us to postpone or reschedule your appointment.
Damage Disclaimer
While every care is taken during gutter clearing, we cannot be held responsible for pre-existing damage to gutters, roof tiles, fascias, or downpipes that may become apparent during cleaning.
Results & Flow Testing
Gutters and downpipes are cleared of visible debris; however, we do not perform flow testing with water unless agreed beforehand.
Payment Terms
Payment is due upon completion of the work unless otherwise agreed in writing. We accept payment via GoCardless, bank transfer, card, or cash.
Cancellations
Cancellations must be made with at least 24 hours’ notice. Cancellations made with less notice may be subject to a call-out fee.
General terms and conditions
Application and entire agreement
1. These Terms and Conditions apply to the provision of the services detailed in our quotation (Services) by Keystone Pressure Washing. of Keystones, Netherfield Hill, Battle TN33 0LH (We or us) to the person buying the services (you).
2. You are deemed to have accepted these Terms and Conditions when you accept our quotation or from the date of any performance of the service (whichever happens earlier) and these Terms and Conditions and our quotation (the Contract) are the entire agreements between us.
3. You acknowledge that you have not relied on any statement, promise or representation made or given by or on our behalf. These Conditions apply to the Contract to the exclusion of any other terms that you try to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
Interpretation
4. A ”business day” means any day other than a Saturday, Sunday or Bank holiday in England and Wales.
5. The heading in these Terms and Conditions are for convenience only and do not affect their interpretation.
6. Words imparting the singular number shall include the plural and vice-versa.
Services
7. We warrant that we will use reasonable care and skill in our performance of the Services which will comply with the quotation, including any specification in all material respects. We can make any changes to the Services which are necessary to comply with any applicable law or safety requirement, and we will notify you if this is necessary.
8. We will use our reasonable endeavors to complete the performance of the Services within the time agreed or as set out in the quotation; however, time shall not be of the essence in the performance of our obligations.
9. All of these Terms and Conditions apply to the supply of any good as well as Services unless we specify otherwise.
Your obligations
10. You must obtain any permissions, consents, licenses or otherwise that we need and must give us with access to any and all relevant information, materials, properties and any other matters which we need to provide the service.
11. If you do not comply with clause
10. We can terminate the Service.
12. We are not liable for any delay or failure to provide the Services if this is caused by your failure to comply with the provision of this section (Your obligations).
Fees
13. The fees (Fees) for the Services are set out in the quotation and are on a price and materials basis.
14. In addition to the Fees, we can recover from you
a) reasonable incidental expenses including, but not limited to, travelling expenses, hotel costs, subsistence and any associated expenses,
b) the cost of serveries provided by third parties and required by us for the performance of the Service, and
c) the cost of any materials required for the provision of the service.
15. You must pay us for any additional services provided by us that are not specified in the quotation in accordance with our then current, applicable daily rate in effect at the time of performance or such other rate as may be agreed between us. The provisions of clause 14 also apply to these additional Services.
16. Keystone Pressure Washing is not VAT registered, therefore all prices are exclusive of VAT.
Cancellation and amendment
17. We can withdraw, cancel or amend a quotation if it has not been accepted by you, or if the service has not started, within a period of 1 day from the date of the quotation, (unless the quotation has been withdrawn).
18. Either we or you can cancel an order for any reason prior to your acceptance (or rejection) of the quotation.
19. If you want to amend any details of the Services you must tell us in writing as soon as possible. We will use reasonable endeavors to make any required changes and additional costs will be included in the Fees and invoiced to you.
20. If, due to circumstances beyond our control, including those set out in the clause below (Circumstances beyond a party’s control), we have to make any changes in the services or how they are provided, we will notify you immediately. We will use reasonable endeavors to keep any such charges to a minimum.
Payment
21. We will invoice you for payment of Fees either: a. when we have completed the service; or b. on the invoice dates set out in the quotation.
22. You must pay the Fees due within 3 days of the invoice.
23. Time for payment shall be of the essence of the contract.
24. Without limiting any other right or remedy we have for statutory interest, if you do not pay within the period set out above, we will charge you interest at the rate of 8% per annum above the base lending rate of the Bank of England from time to time on the amount outstanding until payment is received in full.
25. All payments due under these Terms and Conditions must be made in full without any deductions or withholding except as required by law and neither of us can assert any credit, set-off or counterclaim against the other in order to justify withholding payment of any such amount in whole or in part.
26. If you do not pay within the period set out above, we can suspend any further provision of services and cancel any future services which have been ordered by, or otherwise arranged with, you.
27. Receipts for payment will be issued by us only at your request.
28. All payments must be made in British pounds unless otherwise agreed in writing between us.
Sub-Contracting and assignment
29. We can at any time assign, transfer, change, subcontract or deal in any other manner with all or any of our rights under Terms and Conditions and can subcontract or delegate in any manner any or all of our obligations to any third party.
30. You must not, without our prior written consent, assign, transfer, charge, subcontract or deal in any other manner with all or any of your rights or obligations under these Term and Conditions.
Termination
31. We can terminate the provision of the services immediately if you:
a. Commit a material breach of your obligations under these Terms and Conditions; or
b. Fail to pay any amount due under the Contract on the due date for payment; or
c. Are or become or, in our reasonable opinion, are subject of bankruptcy order or take advantage of any other statutory provision for the relief of insolvent debtor; or
d. Enter into a voluntary arrangement under Part 1 of The Insolvency Act 1986, or any other scheme or arrangement is made with its creditors; or
e. Convene any meeting of your creditors, enter into voluntary or compulsory liquidation, have a receiver, manager, administrator or administrative receiver appointed in respect of your assets or undertakings or any part of them, any document are filed with the court for the appointment of an administrator in respect of you, notice of intention to appoint an administrator is given by you or any of your directors or by a qualifying floating charge holder (as defined in para.14 of schedule B1 of The Insolvency Act 1986), a resolution is passed or petition presented to any court for your winding up or for the granting of an administration order in respect of you, or any proceedings are commenced relating to your insolvency or possible insolvency.
Intellectual property
32. We reserve all copyright and any other intellectual property rights which may subsist in any goods supplied in connection with the provision of the Services. We reserve the right to take any appropriate action to restrain or prevent the infringement of such intellectual property rights.
Liability and indemnity
33. Our liability under these Terms and Conditions, and in breach of statutory duty, and in tort or misrepresentation or otherwise, shall be limited as set out in this clause.
34. The total amount of our liability is limited to the total amount of Fees payable by you under Contract.
35. We are not liable (whether caused by our employees, agents or otherwise) in connection with our provision of the Services or the performance of any of our other obligations under these Terms and Conditions or the quotation for:
a. any indirect, special or consequential loss, damage, cost, or expenses or;
b. any loss of profits; loss of anticipated profits; loss of business; loss of data; loss of reputation or goodwill; business interruption; or, other third party claims; or
c. any failure to perform any of our obligations if such delay or failure is due to any cause beyond our reasonable control; or
d. any losses caused directly or indirectly by any failure or breach in relation to your obligations; or
e. any losses arising directly or indirectly from the choice of Services and how they will meet your requirements or your use of the Services or any goods supplied in connection with the Service.
36. You must indemnify us against all damages, costs, claims and expenses suffered by us arising from any loss or damages to any equipment (including that belonging to third parties) caused by you or your agents or employees.
37. Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, or for any fraudulent misrepresentation, or for any other matters for which it would be unlawful to exclude or limit liability.
Data Protection
38. When supplying the Services to the Customer, the Service Provider may gain access to and/or acquire the ability to transfer, store or process personal data of the Customer.
39. The parties agree that where such processing of personal data takes place, the Customer shall be the ‘data controller’ and Service Provider shall be the ‘data processor’ as defined in the General Data Protection Regulation (GDPR) as may be amended, extended and/or re-enacted from time to time.
40. For the avoidance of doubt, ‘Personal Data’, ’Processing’, ’Data Controller’, ‘Data Processor’ and ‘Data Subject’ shall have the same meaning as in the GDPR.
41. The Service Provider shall only Process Personal Data to the extent reasonably required to enable it to supply the Services as mentioned in these Terms and Conditions or as requested by and agreed with the Customer, shall not retain any Personal Data longer than necessary for the Processing and refrain from Processing any Personal Data for its own or for any third party’s purposes.
42. The Service Provider shall not disclose Personal Data to any third parties other than employees, directors, agents, sub-contractors or advisors on a strict “need-to-know” basis and only under the (or more extensive) conditions as set out in these Terms and Conditions or to the extent required by applicable or/and regulations.
43. The Service Provider shall implement and maintain technical and organisational security measures as are required to protect Personal Data Processed by the Service Provider on behalf the Customer.
44. Further information about the Service Providers are specified in its Data Protection Policy, which can be found on our website. For any enquiries or complaints regarding Data Privacy, you can contact out Data Protection Officer at the following email address: info@keystonewash.co.uk
Circumstances beyond a party’s control
45. Neither of us is liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond the reasonable control of that party. Such causes include, but are not limited to : power failure, internet service provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the control of the party in question. If the delay continues for a period of 90 days, either of us may terminate or cancel the services to be carried out under these Terms and Conditions.
Communications
46. All notices under these Terms and Conditions must be in writing and signed by, or on behalf of the party giving notice (or a duly authorised officer of that party).
47. Notices shall be deemed to be duly given:
a. so when delivered, if delivered by courier or other messenger (including registered mail) during the normal business hours of the recipient;
b. when sent, if transmitted by fax or email and a successful return or report is generated;
c. on the 5th business day following mailing, if mailed by national ordinary mail; or
d. on the tenth business day following mailing, if mailed by airmail.
48. All notices under these Terms and Conditions must be addressed to the most recent address, email address or fax number notified to the other party.
No Waiver
49. No delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy nor stop further exercise of any other right, or remedy.
Severance
50. If one or more of these terms or conditions is found to be unlawful, invalid or otherwise unenforceable, that/those provisions will be deemed served from the remainder of these terms and conditions (Which will remain valid and enforceable).
Photography & Marketing Terms and Conditions
51. Consent to Photography
By agreeing to our services, the customer grants Keystone Pressure Washing permission to take photographs and/or videos of the work carried out on their property before, during, and after completion.
Usage of Images
We reserve the right to use these images for marketing and promotional purposes, including but not limited to:
Our website
Social media platforms
Advertising materials
Case studies
Printed marketing materials
No Personal Identifiable Information
We will ensure that no personally identifiable information, such as house numbers, car registrations, or people, is visible in the images unless express permission has been granted by the customer.
Customer Requests for Removal
If a customer wishes to have an image of their property removed from our marketing materials, they may submit a request via email, and we will take reasonable steps to remove the content within a reasonable timeframe.
Ownership & Copyright
All photographs and videos taken by Keystone Pressure Washing remain our intellectual property and may not be reproduced or used by any third party without our written consent.
Opting Out
If a customer does not wish for photographs of their property to be used, they must notify us in writing before the service begins.
By engaging Keystone Pressure Washing’s services, the customer acknowledges and agrees to these terms.
Law and Jurisdiction
52. This agreement shall be governed by and interpreted according to the law of England and Wales and all disputes arising under the Agreement (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English and Welsh courts.