Terms & Conditions of Business

1. 1. Service Agreement

   Purity Surface Care cleans on a regular 4-weekly or 8-weekly schedule. You can cancel, skip or pause your service at any time before your next visit — just tell us as soon as you can. If you are still within your first 3 cleans, please read clause 3 first, as cancelling at that point may carry a fee. The two requests are handled differently. Cancelling stops your service completely, along with any add-ons you have with us such as a conservatory, roof lanterns or fascias and soffits: your account is closed and no further visits are booked. Skipping or pausing keeps your account open and simply moves that visit to another time.

   Using our online quote form is free and places you under no obligation. Once we receive your request we aim to reply within 5 business days, and usually sooner. If we are able to carry out the work, we will email you back with a date for your first clean, which will fall after your 14-day cancellation period has ended, based on our availability — see clause 2. These Terms apply from the moment you confirm the booking with us, which is also the day your cancellation period begins. Your price is based on the property details you give us, so please check them — clause 14 explains what happens if they turn out to be different when we arrive.

2. 2. Your 14-Day Right to Cancel

   Because you arrange your service online, by message or over the phone rather than face to face, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you confirm your booking to cancel. No reason needed, and nothing to pay for cancelling.

   To cancel, just tell us — email info@puritysurfacecare.com, message or call 07946 766750, or reply to your booking confirmation. Any clear statement is enough: no form, no notice period. If you would like a form of words to copy, there is an example at the foot of this page.

   Unless you have asked us to clean early, there is nothing to refund during those 14 days, because there is nothing to pay. Your Direct Debit is only ever raised after a clean has been carried out, as clause 8 explains, so cancelling inside your cancellation period leaves you owing nothing and us holding nothing.

   We will not clean your windows inside those 14 days unless you ask us to. Your first clean is booked for a date after your cancellation period has ended, based on our availability and where you fall in our round, and we always agree that date with you before we come out. If you would rather start sooner, say so and we will bring it forward where we can — we will ask you to confirm that by email or message so both of us have a record of it. Without that written request we will not clean inside your cancellation period, and there is nothing you can be charged for.

   Your introductory discount is a discount on a regular cleaning schedule, not a price for a single visit. Your quote sets out both figures before you book: the discounted price of your first clean, and the standard price of every clean after it. The discount is what we give for taking up a regular round, and it is the standard price that is agreed for the service itself.

   So if you ask us in writing to start early, we clean, and you then cancel, that one clean is payable at the standard price shown on your quote — not the discounted first-clean price. You are told that figure before you book, which is why it is the amount you are liable for, and you are never charged more than the standard price of the cleans we have actually carried out.

   That is the only thing you can be charged during those 14 days. No cancellation fee, no admin or call-out fee, no penalty of any kind, and nothing for the cleans still to come. If we have not cleaned your windows, you pay nothing at all — and cancelling itself is always free.

   Once your 14 days have ended, we do not refund cleans we have already carried out. A window clean is used up the moment it is done. What we offer instead is our 24-hour quality guarantee: tell us within 24 hours and we will come back and re-clean the affected windows, frames or sills free of charge. Clause 10 sets that out in full — we put the work right rather than refund it. Your legal rights sit on top of that guarantee and are set out in clause 11. Cancelling later is covered by clause 3.

   This right comes first and nothing else on this page cuts it short. The minimum service commitment in clause 3 does not apply during your 14-day cancellation period, and no early cancellation fee can be charged within it.

3. 3. Minimum Service Commitment & Early Cancellation

   We do not offer one-off cleans, so every recurring window cleaning service is booked with a minimum commitment of 3 cleans. Windows come up best over the first few visits, and planning a settled round means we can hold your slot and give you a consistent, reliable schedule. It is a commitment we make to you as much as one we ask of you — your time and ours are both worth protecting.

   This commitment starts once your 14-day cancellation period in clause 2 has ended. Inside those 14 days none of the fees below apply to you at all — the only thing payable is a clean you asked us in writing to carry out early, charged at the standard price on your quote, on the terms set out in clause 2.

   We completely understand that circumstances change, and you are free to ask us to stop at any time. If you cancel after your 14-day cancellation period has ended and before those first 3 cleans are complete, an early cancellation fee applies: half the price of each clean still to come. That reflects the round planning and the extra time a first clean takes, which is where our costs actually fall — it is not a charge for cleans we have not carried out.

   To be clear which way that 50% runs: it is 50% off the price you were quoted, never 50% added on top of it. You are never charged more than the price you agreed. A remaining clean priced at £17 is charged at £8.50, not £25.50. And because each one is halved, two remaining cleans come to the price of a single clean between them — not two.

   How that works in practice, using a clean priced at £17:

   • Cancel after your first clean and two cleans remain, so you pay half of each: £8.50 + £8.50 = £17 in total — the price of one clean, for the two you are not having.
   • Cancel after your second clean and one clean remains, so you pay half of that one: £8.50 in total.

   There are times we will not charge it at all. If you are cancelling because of something on our side — a clean we got wrong, or a change to your price, schedule or the way you pay that we have told you about under clause 16, or a corrected price under clause 14 that you would rather not accept — no fee applies. The same goes if you are moving home, or your circumstances mean you genuinely cannot carry on. Just tell us.

   Once your 3 cleans are complete the commitment is met and there is nothing further to pay. From then on you can cancel, skip or pause whenever you like, exactly as set out in clause 1. If you are ever unsure where you stand, just ask us and we will tell you plainly.

4. 4. Promotional Discounts

   Our introductory discounts are worked out and applied automatically when your quote is generated, so there is no code to enter and nothing to claim. The following conditions apply.

   • New customer discount. £5 off your first clean, available only to new residential customers who have not used Purity Surface Care before.
   • Flyer discount. Our additional exclusive discount is held against the postcode areas we have leafleted, not against the paper. If a flyer came through your door your area has already been set up to be discounted, so the larger discount is applied to your quote on its own with nothing to present or enter. Because of that it cannot be used anywhere else: if a flyer is passed on, picked up or found by somebody outside the leafleted area, their quote falls back to our standard pricing, with the new customer discount above where it applies.
   • Minimum price. Every clean is subject to a £10 minimum price, and a discount is only ever applied down to that minimum — never through it. So a clean priced at £12 is not reduced to £7: only the £2 that brings it to the £10 minimum comes off. The same applies to the exclusive flyer discount, which is likewise limited to the amount that reaches the minimum price.
   • A discount on a regular service. Our introductory discounts apply to a regular cleaning schedule and are not a price for a single visit. Your quote shows the discounted first clean alongside the standard price of every clean after it. If you ask us in writing to start inside your 14-day cancellation period and then cancel, the clean we carried out is payable at that standard price rather than the discounted one — and nothing else is charged, as set out in clause 2.
   • Offer expiry. This is a limited offer ending December 31st 2026. As long as your quote is requested on or before that date we will honour the first clean discount on it, however far ahead the clean itself is booked in. Quotes requested after that date are charged at our standard prices.

   Discounts hold no cash value and cannot be combined with any other offer unless we say so. We may withdraw, amend or alter these promotional terms at any time.

5. 5. Schedule & Weather Policy

   We work year-round, rain or shine. Our pure water reach-and-wash system gives streak-free results in light to moderate rain, so only high winds, heavy rain or other conditions that would put our health and safety at risk will pause a clean. Where that weather is forecast we postpone the visit, rebook it for the next available day and tell you as soon as possible by email or on WhatsApp, so you are never left waiting on a visit that is not coming.

6. 6. Pet Waste

   Cleaning your windows means working across your paths, garden and rear access with hoses, poles and ladders. Please clear away any pet waste from those areas before your scheduled visit — it keeps the work clean and hygienic for everyone, and it means we can get straight on with the job. Where an area cannot be worked in safely or hygienically, we will clean everything we can reach and let you know which windows we had to leave.

7. 7. Health & Safety

   Our pure water reach-and-wash system cleans upper windows from the ground. Ladders are used for ground-floor and first-storey work only — for example reaching roof lanterns or cleaning a conservatory roof — and for nothing above that. There are no exceptions.

   If an extension or any other feature of your property puts a window beyond safe reach, we will tell you and adjust your price accordingly. We will never take a risk to reach a window.

8. 8. Payment Terms

   Payment is by automated Direct Debit through GoCardless (opens in a new tab). Once your first clean is booked in, we send you a secure invite link by email and on WhatsApp to set your Direct Debit up. It takes a minute, and it is hands-free from then on.

   Cleaning your windows is what triggers the payment: as soon as the visit is done, the collection is raised automatically, so there is nothing to arrange and never anything to pay on the doorstep. You are only ever charged after a clean has been carried out — never before it.

   We do not accept cash payments.

   This is not a subscription, and the payment does not land on the same date every month. Nothing is taken on a schedule of its own: if we have not cleaned your windows, no payment is raised. Each collection is for the clean that has just been done, which is why the date moves with your visits.

   Before any money leaves your account, GoCardless emails you directly 3 to 5 working days in advance of the debit. That notice tells you the exact amount and the date the payment will be processed, so you always know what is being taken and when.

9. 9. Missed Payments

   Exterior cleaning should never become an unexpected bill. If a payment has not cleared by the time a second clean takes place — meaning two cleans are outstanding — we pause your service until the account is caught up, rather than letting the balance build. Once the outstanding balance is settled, your regular schedule resumes as normal.

   We are a small business, so we are not able to offer a formal payment plan. We are, however, happy for you to catch up gradually rather than in one go: where two cleans are outstanding, just let us know and you are welcome to clear them in two separate payments.

10. 10. 24-Hour Quality Guarantee

    We take pride in our workmanship. If you are unhappy with a clean, tell us within 24 hours of the visit and we will return to re-clean the affected windows, frames or sills free of charge — no questions asked. If you tell us later than that, get in touch anyway: the 24-hour window is our own promise and it does not limit your legal rights in clause 11.

    Our guarantee is a re-clean rather than a refund. If a clean is not right, we come back and put it right, as clause 2 explains. That is something we offer on top of the law, never instead of it.

11. 11. Your Legal Rights

    Nothing in these terms affects your legal rights. Under the Consumer Rights Act 2015 our work must be carried out with reasonable care and skill, and if it is not you are entitled to have it put right — our guarantee is in addition to that, not instead of it.

    If a clean is not carried out properly you are entitled to have it put right, and where that cannot be done within a reasonable time you may be entitled to a reduction in what you pay. The 24-hour guarantee in clause 10 and the minimum commitment in clause 3 both sit alongside those rights, not in place of them. If anything on this page ever appears to conflict with your legal rights, your legal rights come first.

12. 12. Complaints

    If something is not right, tell us and we will put it right. Email info@puritysurfacecare.com or message 07946 766750 on WhatsApp. If it is about the standard of a clean, please tell us within 24 hours so the guarantee in clause 10 applies.

    We will come back to you within 5 business days and work with you to sort it out as quickly as we can. You will always hear where things stand rather than be left waiting.

13. 13. Data Protection & Privacy

    We are the data controller for your information and handle it in strict compliance with UK GDPR and the Data Protection Act 2018. Your personal and financial details are kept confidential and are never sold, rented, traded or shared with third parties for marketing. What we collect, why, who processes it, how long we keep it and your rights over it are all set out in our Privacy Policy.

14. 14. Property Details & Quote Accuracy

    Your quote is worked out from the details you give us: property type, number of bedrooms, rear access and any add-ons you choose. It is the correct price for a property matching that description. We do not send anyone out to measure up first, which is what lets us give you a price in ninety seconds.

    We check those details on our first visit. If the property is not as described — a semi-detached house quoted as a flat, four bedrooms quoted as two — we work the price out again for the property as it actually is. This works both ways: if your home turns out to be smaller or simpler than described, your price comes down.

    We will not carry out the work at a corrected price without your agreement. If what we find changes your price we stop before anything is cleaned, explain what is different and give you the new figure. Nothing goes ahead until you tell us you are happy with it, and you are welcome to take your time over that.

    If you are not happy with the corrected price, that is the end of it and there is nothing to pay. No call-out fee, no charge for the visit we have just made, nothing towards the cleans that were booked in, and no early cancellation fee under clause 3. Your booking simply does not go ahead.

    The corrected figure is not ours to invent. It is the same calculation your first quote used, applied to the property as it is — so you can put the correct details into our quote form yourself and see the same number. Any introductory discount you qualified for still applies to it.

    If you spot a mistake in your own details before we visit, just tell us and we will re-quote at no cost — there is no fee for correcting them, however late you tell us. Where we have already carried out a clean before noticing, that clean stands at the price you were quoted; the corrected price applies from your next visit onwards, and we will tell you before it does exactly as clause 16 requires.

    Honest mistakes are common and we treat them as mistakes — the price is corrected and nothing more is said. Where details have clearly been given wrongly on purpose we may decline the work rather than re-quote it. Either way there is no penalty, and you are never charged more than the correct price for your property.

15. 15. Our Name, Logo & Website Content

    The name Purity Surface Care, our logo, and the wording, photographs, artwork and design of this website belong to us.

    Please do not use our name, our logo or our website wording for another business. That includes trading under a name close enough to ours to suggest the two are connected, and copying our photographs or our copy onto another website.

    Everyday use needs no permission and is welcome: linking to or sharing any page here, passing our details to a neighbour, or keeping your own quote, your confirmation email and these Terms & Conditions for your records. Search engines and AI assistants are equally welcome to read this site and quote it.

    The GoCardless, Direct Debit and Protectivity marks shown here are the property of those organisations, not ours. For anything else — a local directory, a news piece — just ask at info@puritysurfacecare.com. We usually say yes.

16. 16. Changes to These Terms

    We may update these Terms & Conditions if our services or prices change, or if the law requires it. The current version always lives on this page, and the last updated date above tells you when it last changed. Wording and clarification changes take effect as soon as they are published here.

    If a change affects the service you already have with us — your price, your schedule or the way you pay — we will tell you directly by email or WhatsApp before it applies, so you hear it from us. If you would rather not accept it, you can cancel before it takes effect and no early cancellation fee will apply — even if you are still within your first 3 cleans. Continuing to use our services after a change takes effect means you accept the updated Terms & Conditions.

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Paid by Direct Debit, handled by GoCardless

No cash on the doorstep and nothing to remember. We send you a secure invite link by email and on WhatsApp, and your Direct Debit is set up online in under a minute through GoCardless, an FCA-authorised payment institution, which then emails you directly each time a payment for a clean is due.

The Direct Debit Guarantee›

This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.

If there are any changes to the amount, date or frequency of your Direct Debit, Purity Surface Care will notify you at least three working days in advance of your account being debited, or as otherwise agreed. If you ask us to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your Direct Debit — by Purity Surface Care, by GoCardless or by your bank or building society — you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when we ask you to.

You can cancel a Direct Debit at any time by contacting your bank or building society. Written confirmation may be required. Please also notify us.

Questions about any of the above? Message us on WhatsApp at 07946 766750 — it is the quickest way to reach us.