Terms & Conditions

1. About TrueClean

TrueClean helps customers arrange window-cleaning services through an online quotation and booking system. Services may be carried out by suitable independent or local window-cleaning professionals within the TrueClean network.

We aim to connect customers with a suitable cleaner for their area and requirements. Availability, access requirements and the exact service provided may vary depending on the property and the cleaner assigned.

2. Online quotes

Online prices are calculated using the information entered into the quotation form, including the number and type of windows, doors and glass features selected.

An online quote is based on the information supplied by the customer. It is important that the quantities, cleaning requirements and property details are entered accurately.

If the property or requested work differs from the information provided, the cleaner may need to revise the price before carrying out additional or extended work. The cleaner should explain any proposed additional charges before the extra work is undertaken wherever reasonably possible.

3. Minimum order

The minimum online order value is £15, unless a valid promotional code or other offer states otherwise. Orders below the applicable minimum may not be accepted through the online booking system.

4. What the quoted service includes

The service included in the quote depends on the options selected during booking. This may include outside-only cleaning or inside-and-outside cleaning of the selected windows, doors or glass features.

Only the items and areas selected in the quotation are included. Areas that have not been selected may not be cleaned as part of the quoted service.

5. Rails, frames, sills and other areas

Window rails, tracks, blinds, curtains, decorative items, surrounding walls and other areas are not automatically included unless they are specifically stated as part of the service.

Rails and tracks are not included in the standard window-cleaning price. Customers may speak directly with the cleaner about additional work. Any such work should be agreed separately with the cleaner, including the price and payment method.

6. Difficult-to-reach windows and specialist access

TrueClean may be able to arrange cleaning for difficult-to-reach windows, high-level glass, conservatories, glass curtain walls and other specialist areas. The ability to complete this work depends on safe access, equipment, weather conditions and the individual property.

A cleaner may refuse or postpone work where they reasonably believe that access is unsafe or that the work cannot be completed safely with the available equipment.

Any specialist access, additional equipment or extended work that was not included in the original quote may require a revised price. This should be agreed before the additional work is carried out.

7. Customer responsibilities

Customers must provide accurate information when requesting a quote or booking a service. Customers are also responsible for:

• Providing safe and reasonable access to the areas being cleaned.
• Removing or securing fragile, valuable or obstructive items near the work area.
• Informing TrueClean or the cleaner about relevant access difficulties or property restrictions.
• Ensuring that pets and other occupants are kept safely away from the work area.
• Ensuring that any permission required to access the property has been obtained.

8. Payment

Online bookings are paid through the payment process made available at checkout. The customer should check the order details and total price before completing payment.

Where a customer requests a callback for an accurate quote, payment may be taken over the phone by card after the requirements have been discussed.

Additional work agreed directly with a cleaner may be paid to that cleaner using the payment method agreed between the customer and cleaner. Where cash payment is agreed, the customer should request a receipt.

9. Booking dates and availability

A preferred date is a request and may not always be available. A booking is subject to confirmation and the availability of a suitable cleaner.

Weather, access problems, equipment issues, traffic or other circumstances may require a booking to be rearranged. TrueClean or the cleaner will aim to provide reasonable notice where possible.

10. Cancellations and rearranging a booking

If you need to cancel or rearrange a booking, please contact TrueClean as soon as possible using the contact details provided on the website or in your booking confirmation.

Where a cleaner has already travelled to the property, or where cancellation occurs at short notice, reasonable costs may apply where permitted by law and where these have been communicated to the customer.

Nothing in these terms affects any statutory cancellation or consumer rights that apply to your order.

11. Access and safety

Cleaners may decline to work on windows or glass where the required access is unsafe, unsuitable or likely to cause damage. This may include unsafe ladders, unstable surfaces, restricted access, damaged windows or hazardous conditions.

Where a window, frame, seal, fitting or other property feature is already damaged, fragile or defective, the customer should tell the cleaner before work begins. TrueClean and the cleaner cannot accept responsibility for damage caused by a pre-existing defect that was not reasonably apparent or disclosed.

12. Quality concerns and damage

If you are unhappy with the service, please contact TrueClean promptly and provide details of the issue. We may ask for photographs or other information so that the matter can be reviewed.

Any concern about damage should be reported as soon as reasonably possible after the service. TrueClean will review the circumstances and liaise with the relevant cleaner where appropriate.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

13. Changes to these terms

TrueClean may update these terms from time to time. The version displayed on this page will apply to future quotes and bookings from the date it is published.

14. Privacy

We process personal information in accordance with our Privacy Policy.

15. Governing law

These terms are governed by the laws of England and Wales, unless the law applicable to your circumstances requires otherwise. Any dispute will be subject to the jurisdiction of the courts of England and Wales, unless another jurisdiction is required by law.

16. Contact TrueClean

If you have a question about these terms, your quote or your booking, please use the contact details shown on the TrueClean website or in your booking confirmation.