The deal, in plain words.

1. Who you are dealing with

“Flow”, “I” and “me” mean Harry Wright trading as Flow Window Cleaning, a sole trader based in Cam, Gloucestershire GL11, reachable at hello@flowwindowcleaning.co.uk. “You” means the householder who asked for the service.

2. What the service is

Exterior cleaning of the windows of your home using a water-fed pole and purified water. Every visit includes the glass, the frames and the sills of every pane in your count, plus glazed doors. Visits are every 4 or 8 weeks, whichever you chose.

Not included unless agreed separately: inside glass, conservatory roofs, gutters, fascias, solar panels, and anything I cannot reach safely from the ground. Where I offer these, they are quoted on the day.

3. The price

• Your price is agreed with you before the first clean, at the door or by message, and confirmed in writing (text or email) before I start. It is based on the number of panes at your home and how often you want them cleaned, every 4 or 8 weeks.
• Your price stays the same unless we agree a change. If something about the house changes (an extension, a new porch, a conservatory) I will tell you the new price before the next visit, never after.
• The first clean is a restoration clean and may be priced differently from your regular clean, because build-up takes longer to shift. Whatever it is, it is agreed with you up front. Every clean after that is at your regular price.
• One sealed unit of glass is one pane. Georgian bars do not multiply the count. Each glazed door leaf is one pane. Conservatory roofs are quoted separately.
• Discounts you have earned (sections 4 and 5) are applied automatically to the visits they cover and shown on your receipt.
• Prices include VAT if and when I am registered for it; I will tell you if that changes.

4. The neighbourhood rate

When 10 or more homes within about 150 metres of each other are active customers, everyone in that group moves to a lower rate. It applies automatically from the next visit and I will let you know. If the number later falls below 10, the rate continues for a grace period of at least four weeks before returning to your agreed price, and I will tell you before that happens.

5. Referrals and vouchers

• Voucher codes on a referral leaflet give a new customer 50% off their first clean. Each code works once and is applied when they sign up.
• The customer the leaflet was issued to receives 5% off every regular clean for each neighbour who signs up with one of their codes and has a first paid clean, up to 50% in total. Each 5% lasts 12 months from that neighbour’s first paid clean, and ends if that neighbour stops being a customer, unless they leave within their first month.
• A referral discount is confirmed automatically when the new customer is near you or near a group of my existing customers. Otherwise I decide within a few days whether to accept it, accept only the new customer’s half-price first clean, or decline it because it is off my round. I will tell you either way.
• Discounts are applied in this order: neighbourhood rate first, then referral percentage. A first-clean voucher is not combined with a referral percentage on the same visit.
• I can change or end the referral scheme for future sign-ups with notice, but discounts already earned run their course. I may withhold discounts obtained through misuse, such as codes traded online or used on your own address.

6. Your part

• Let me reach the windows: unlock side gates on the day (or tell me the code), and keep dogs in.
• Keep windows closed on the day. Purified water is harmless but nobody wants it on a windowsill inside.
• Tell me about anything fragile or unusual: loose glazing, cracked glass, hanging baskets, alarm sensors, or work being done on the house.
• If I cannot reach part of the house on the day, I will clean what I can and charge only for the panes I cleaned.

7. Weather

I clean in light rain; purified water dries spot-free and the result is not affected. In heavy rain, high wind or freezing conditions I will postpone and text you a new date. You are never charged for a visit that did not happen.

8. Paying

• Regular cleans are paid by Direct Debit through GoCardless, set up once from the link in your welcome message. Payment is collected after each clean for the amount on your receipt, usually within a week. The Direct Debit Guarantee applies.
• One-off cleans may be paid by card or Apple Pay. I do not take cash at the door.
• You can set up your Direct Debit, or pay an outstanding amount by card, from your online account. Card payments are taken by Stripe; a card payment is complete when Stripe confirms it, and I will mark the visit paid.
• If a payment fails, I will retry once and let you know. If it fails again, I will pause visits until it is sorted. I do not add late fees.
• I never see or store your bank or card details; GoCardless and Stripe hold them.

9. Skipping, pausing and leaving

• Skip: tell me by the day before a visit and there is nothing to pay for it. If I arrive and am turned away on the day without notice, I may make a small charge for the wasted trip; I will usually let it go the first time.
• Pause: ask for as long as you like. Your place on the round is kept for up to three months.
• Leave: whenever you like, with a message. There is no notice period and nothing more to pay after your last completed clean. I will cancel the Direct Debit.
• I can also end the service, with at least one visit’s notice, for example if I stop covering your area or cannot safely reach the windows. Anything already paid for a clean not done is refunded.

10. If you are not happy

Tell me within 48 hours of the visit and I will come back and put it right at no charge. On a first clean, some marks (paint, cement, scratches, blown seals) cannot be removed by cleaning; I will point these out rather than charge you for trying.

11. Damage and insurance

I carry public liability insurance. If I damage something, tell me within 48 hours with a photo and I will make it good. I am not responsible for pre-existing faults, including failed double-glazing seals, flaking paint, loose putty, cracked glass, or scratches from previous cleaning methods, though I will tell you if I spot them.

12. Photos

I may photograph the outside of your windows before and after a clean for my own records and to resolve any query. I will not publish photos that identify your home without asking you first.

13. Your details and your online account

How I handle your personal data is set out in the privacy notice, which forms part of these terms.

Your online account is for the account holder only. Sign-in links go to the e-mail address on your record, so keep that inbox secure and do not forward a link to anyone else. Anything sent or agreed through your account is treated as coming from you. If you think someone else has used it, tell me and I will reset it.

14. The legal bit

Nothing in these terms limits your statutory rights as a consumer. My liability to you is limited to the price of the cleans concerned, except for death, personal injury or property damage caused by my negligence, where it is not limited. These terms are governed by the law of England and Wales.

15. Changes

If I change these terms I will update this page and tell existing customers before the change applies. Continuing with the service after that means the new terms apply. The date at the top shows the current version.