Terms & conditions

Last updated: 9 August 2026

These terms apply to quotations, booking requests and cleaning services supplied by Andy Jones Window Cleaning LTD (“we”, “us” or “our”). They are designed to be read alongside your quote or booking confirmation. Nothing in these terms affects your legal rights as a consumer.

1. Who we are

Andy Jones Window Cleaning LTD provides residential and commercial window and exterior cleaning services. Our head office is Unit 10, Studland Estate, Ball Hill, Newbury, RG20 0PW. You can contact us at contact@andyjoneswindowcleaning.co.uk or through our contact page.

2. Quotes and booking requests

• Online prices are based on the property, frequency, quantities and services you select. Please make sure those details are accurate.
• Submitting a request does not itself create a confirmed booking. A contract is formed when we accept your request and confirm the service and visit with you.
• If the property or work is materially different from the information supplied, we will explain any revised price or scope before carrying out the affected work. You can choose whether to proceed.
• All prices shown to consumers include VAT unless we clearly state otherwise.

3. The service we provide

We will provide the services listed in your confirmed booking or written quote with reasonable care and skill. What is included depends on the service selected; for example, an exterior window clean includes the items stated in your confirmation and does not automatically include internal glass, conservatory roofs, gutters or other optional services.

Regular cleans are planned around the agreed 4, 6, 8 or 12-week cycle. Route, weather, holiday and operational changes can occasionally move a visit. We will use reasonable care to keep you informed, including a reminder before regular visits where this forms part of your service.

4. Your responsibilities

Please give us accurate property and contact details and provide safe, reasonable access at the arranged time. This includes unlocking gates where needed, controlling pets, moving fragile items or obstructions, and telling us about known hazards, damaged fittings or areas that need special care.

You are responsible for obtaining any permission needed for us to access or work at the property. If safe access is unavailable, we may complete only the accessible part of the agreed work or arrange another visit after discussing the options with you.

5. Weather and safety

We can often clean safely in light rain. We may postpone or stop work where high winds, storms, lightning, ice, unsafe access or another condition could put people or property at risk. We will contact you and arrange the next reasonable opportunity; a safety-related delay is not a failure to provide the service.

6. Prices and payment

• You pay the price agreed in your booking confirmation or written quote.
• Regular window-cleaning payments are normally collected through GoCardless Direct Debit after the completed visit. Other payment arrangements may be agreed for one-off or commercial work.
• No payment is taken merely for submitting an online booking request.
• If you think a charge is incorrect, please contact us promptly so we can investigate it.

The Direct Debit Guarantee applies to eligible Direct Debit collections. It does not remove the obligation to pay for a service that has been correctly supplied and charged.

7. Changing or cancelling a service

Please tell us as soon as possible if you need to change or cancel a visit. Unless your written quote expressly says otherwise, a regular residential cleaning plan has no minimum fixed term and can be cancelled for future visits by contacting us.

We may suspend or cancel a booking where work cannot be carried out safely, access is repeatedly unavailable, payment remains overdue, abusive behaviour occurs, or we can no longer serve the route. We will explain the reason and refund any advance payment for services we do not provide.

8. Your 14-day cancellation right

If you are a consumer and make a contract with us online, by telephone or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel it without giving a reason.

If you ask us to start work during that period, we may ask you to confirm that request. If you then cancel after the service has begun, you may have to pay a proportionate amount for work already supplied. Your cancellation right can end once the service has been fully performed where you expressly requested an early start and acknowledged that consequence.

To cancel, send us a clear statement by email to contact@andyjoneswindowcleaning.co.uk or by post to Unit 10, Studland Estate, Ball Hill, Newbury, RG20 0PW. Include your name, service address, the service ordered and the date of your request. You do not have to use a particular form.

9. Our satisfaction promise

If something is not right, tell us within 48 hours where reasonably possible. Please provide details or photographs and allow us reasonable access to inspect and put the work right. This promise is additional to, and does not limit, your statutory rights.

10. Existing defects and damage

Please tell us about damaged, loose, leaking or insecure glass, seals, frames, gutters, roof components and fittings before work begins. We are not responsible for a pre-existing defect or deterioration that our work did not cause.

We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill. Nothing in these terms excludes or limits liability where the law does not allow it, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

11. Commercial work

Site-specific commercial quotations may include additional terms covering access, health and safety, frequency, payment dates and the agreed scope. If a written commercial quote conflicts with these general terms, the specific written term applies to that work.

12. Complaints

Please contact us first if you are unhappy with any part of our service. We will review the issue fairly and aim to resolve it promptly. Contacting us does not affect your right to use any other remedy available by law.

13. Personal information

We use personal information to prepare quotes, manage bookings, provide services and take payment as described in our Privacy Policy.

14. Changes to these terms

We may update these terms for future bookings. The terms in force when your contract is made will continue to apply to that contract unless a change is required by law or we agree it with you.

15. Governing law

These terms are governed by the law of England and Wales. If you are a consumer, you retain any mandatory rights to bring a claim in the part of the United Kingdom where you live.