Terms & Conditions

Introduction

Welcome to Clearstone Solutions Ltd. We are a family-run exterior cleaning company established in 1974, providing professional cleaning services throughout Dorset, Somerset, Wiltshire and Hampshire.

These Terms & Conditions explain what customers can expect when using our website and booking our services, together with the responsibilities of Clearstone Solutions Ltd and our customers.

By accepting a quotation or booking our services, you agree to the applicable terms provided to you. Any service-specific conditions communicated and agreed during booking will also apply. Nothing in these Terms & Conditions affects your statutory consumer rights.

1. Our Services

Clearstone Solutions Ltd provides professional exterior cleaning services, including:

• Window cleaning
• Roof cleaning
• Gutter cleaning
• Fascia and soffit cleaning
• Render and exterior wall cleaning
• Driveway and patio cleaning
• Conservatory roof cleaning
• Specialist exterior cleaning services

All work is undertaken using methods appropriate to the surfaces being cleaned, with reasonable care and skill.

We reserve the right to recommend alternative cleaning methods or decline work where we reasonably believe that cleaning could present an unacceptable risk to people, property or the environment.

2. Quotations and Bookings

All quotations are based on information provided by the customer and, where applicable, our assessment of the property.

Quotations may require adjustment where:

• Property information is inaccurate.
• Access is more difficult than anticipated.
• Additional cleaning is required.
• Previously unidentified conditions affect the work.
• Specialist equipment becomes necessary.

Any proposed changes to the agreed price will be discussed with the customer before additional chargeable work is undertaken.

Requesting a quotation does not automatically create a confirmed booking or contract. Bookings are confirmed when the relevant arrangements have been agreed by both parties. Where applicable, statutory cancellation information will be provided before a customer becomes bound by a contract.

3. Payments and Deposits

Payment arrangements will be confirmed when a quotation is accepted or a booking is made.

Certain services may require a deposit of between 5% and 25% before work begins. Deposits may be required for specialist equipment, access arrangements or larger cleaning projects. Any deposit amount and applicable refund conditions will be confirmed before booking.

Unless otherwise agreed, payment for completed residential cleaning services is due within 24 hours of receiving our invoice. Regular window-cleaning customers may be required to use our approved automated payment systems. Commercial customers may have separately agreed payment arrangements.

All quotations and invoices will clearly identify any applicable VAT. Nothing in these terms restricts a customer’s legal rights concerning disputed charges or unsatisfactory work.

4. Cancellations and Rescheduling

We understand that circumstances change.

For one-off cleaning appointments, we request at least 48 hours’ notice when cancelling or rescheduling. Where insufficient notice is provided, a reasonable cancellation charge may apply to reflect actual losses or costs incurred that cannot reasonably be avoided. These may include non-refundable equipment hire or labour costs that cannot reasonably be reassigned. Any applicable cancellation charges will be explained before booking.

Where work cannot proceed because the customer has not provided agreed access, reasonable charges may apply depending on the circumstances.

Clearstone Solutions Ltd may postpone or reschedule work due to:

• Unsafe weather conditions.
• Equipment failure.
• Unsafe access.
• Unexpected property conditions.
• Circumstances beyond our reasonable control.

We will contact affected customers as soon as reasonably possible to arrange an alternative date.

Nothing in this section affects statutory cancellation rights, including applicable rights under the Consumer Contracts Regulations 2013. Where those regulations apply, customers will receive the required cancellation information, including any applicable 14-day cancellation rights and conditions for requesting services during that period.

5. Property Access and Customer Responsibilities

Customers are responsible for providing reasonable access to areas requiring cleaning.

Before work begins, customers should:

• Ensure gates and access routes are available.
• Move or secure fragile and valuable items.
• Inform us of known structural defects.
• Identify loose materials or damaged surfaces.
• Notify us of known leaks or drainage issues.
• Identify delicate plants and landscaping.
• Advise us of relevant safety concerns.

Where we reasonably believe conditions present an unacceptable risk, we may postpone or decline the affected work. We will take reasonable care when working around customers’ property and belongings.

6. Roof Cleaning

Roof cleaning requires particular care because roofing materials naturally deteriorate over time.

Moss, algae and other organic growth can conceal existing defects, damage, discolouration and deterioration. Some older concrete roof tiles have protective surface finishes that may already have deteriorated through age, weathering and organic growth. Once cleaned, variations in colour, texture and surface condition may become more noticeable.

Cleaning cannot restore pre-existing deterioration or guarantee that all roof tiles will have a uniform appearance.

Clearstone Solutions Ltd selects cleaning techniques according to the roof’s condition and requirements. Methods may include:

• Softwashing
• Controlled low-pressure cleaning
• Specialist steam cleaning
• Appropriate moss removal techniques

We take reasonable precautions to minimise the risk of damage. Our cleaning assessment does not constitute a structural roof survey. Customers concerned about their roof’s condition should arrange an independent inspection before cleaning. We remain responsible for providing our services with reasonable care and skill.

7. Softwashing and Plant Protection

Some exterior cleaning services involve specialist solutions designed to remove or treat algae, moss, lichen and other organic growth.

We take reasonable precautions to protect surrounding plants, lawns and landscaping. Precautions may include:

• Pre-wetting vegetation.
• Controlled chemical application.
• Rinsing before, during and after treatment.
• Managing overspray and runoff.
• Using appropriate plant-protection products.
• Protecting delicate vegetation where practical.

However, some plants are particularly sensitive to cleaning solutions. Although we take reasonable precautions, we cannot guarantee that all plants and landscaping will remain unaffected.

Customers are encouraged to move potted plants and other movable items away from treatment areas. Please inform us of delicate or valuable plants before work begins. Where appropriate, we may recommend carrying out cleaning during a season when surrounding vegetation is less vulnerable.

Nothing in this section excludes our responsibility for damage caused by a failure to exercise reasonable care and skill.

8. Cleaning Results and Existing Conditions

We aim to achieve the best results reasonably possible using appropriate cleaning methods. However, the final appearance of a cleaned surface depends on factors including:

• Age and condition.
• Surface material.
• Previous repairs.
• Previous cleaning or treatments.
• Weathering and deterioration.
• Existing staining.
• Organic growth.

Cleaning may reveal existing defects, discolouration, previous repairs or surface variations that were previously hidden by dirt or organic growth.

Certain treatments continue working after our visit. As a result, some organic growth may disappear gradually rather than immediately. We will explain relevant limitations where reasonably possible. We cannot guarantee that cleaning will restore surfaces to their original condition.

9. Guarantees and Warranties

Certain Clearstone Solutions cleaning services may qualify for a treatment guarantee of up to five years. Guarantee eligibility depends on the service, treatment method and any applicable maintenance arrangements. Guarantees are not automatically included with every service.

Where a guarantee applies, the following will be confirmed in writing:

• Guarantee duration.
• Areas and treatments covered.
• Applicable exclusions.
• Inspection requirements.
• Maintenance obligations.
• Claims procedures.

Some guarantees may require periodic inspections or additional treatments to maintain or extend their coverage.

Guarantees may exclude regrowth caused or accelerated by factors outside the original treatment, including:

• Defective drainage.
• Persistent dampness.
• Structural defects.
• Water leaks.
• Vegetation growing close to surfaces.
• Changes affecting treated areas.

Any guarantee is additional to, and does not replace, statutory consumer rights. Full guarantee conditions will be provided separately where applicable.

10. Regular Window Cleaning

Our regular window-cleaning service generally operates on six-weekly or twelve-weekly schedules. Visit dates may vary due to weather, access, operational requirements or other circumstances.

Our pure-water cleaning system is designed to remove general dirt and contamination. Specialist removal of paint, cement, adhesives, builders’ residue or permanent staining may require additional work. An initial-clean charge may apply and will be explained during quotation.

Our regular window-cleaning service may include a minimum commitment of three cleans. Where such a commitment applies, it must be clearly explained and accepted before registration. Any early cancellation charges must be fair, proportionate and consistent with applicable consumer rights.

Specific window-cleaning payment, scheduling and cancellation conditions will be provided during registration. Customers will be informed of applicable terms before agreeing to the service.

11. Complaints and Customer Satisfaction

Customer satisfaction is extremely important to Clearstone Solutions Ltd. If you are unhappy with any aspect of our work, please contact us as soon as reasonably possible. We will investigate concerns and, where appropriate, arrange remedial cleaning or another suitable resolution.

For routine window cleaning, we encourage customers to report concerns within 24 hours so that we can investigate promptly. This requested reporting period does not restrict statutory rights. Customers retain their legal remedies where services have not been carried out with reasonable care and skill.

12. Accidental Damage and Liability

Clearstone Solutions Ltd takes reasonable precautions to protect customers’ properties and belongings. If accidental damage occurs during our work, customers should notify us as soon as reasonably possible. We will investigate the circumstances and take appropriate action.

Where damage results from our failure to exercise reasonable care and skill, we will take responsibility in accordance with applicable law. We are not responsible for pre-existing damage or deterioration that was not caused by our work.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud, and other liabilities that cannot lawfully be excluded. Nothing in these terms affects customers’ statutory consumer rights.

13. Changes to Scheduled Work

Exterior cleaning can be affected by weather, temperature, surface conditions and access requirements. We may need to adjust cleaning methods, working arrangements or scheduled dates to ensure work is completed safely and effectively. Where significant changes are necessary, we will discuss them with the customer before proceeding.

14. Privacy and Customer Information

We process customer information to manage enquiries, quotations, bookings, payments and customer communications. Personal information is handled in accordance with our Privacy Policy and applicable UK data protection legislation. For more information, please see our Privacy Policy.

15. Website Use

Information on our website is provided for general guidance. We aim to keep website information accurate and up to date. However, service availability, pricing and specifications may change.

Website content, photographs, branding and other materials belonging to Clearstone Solutions Ltd must not be reproduced without permission, except where permitted by law. Our website may contain links to third-party services. Those services may operate under their own terms and privacy policies.

16. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, subject to applicable mandatory consumer protections.

17. Contact Information

Clearstone Solutions Ltd

• Unit 13b
• Wincombe Business Park
• Shaftesbury
• Dorset
• SP7 9QT

Telephone: 01747 413013

Email: hello@clearstonesolutions.co.uk

Website: www.clearstonesolutions.co.uk