Terms and Conditions Plain English, not lawyer-speak.

Frog Window Cleaning Ltd (“we”, “us”, “our”) is a limited company registered in England and Wales. Our registered office is 30-34 North Street, Hailsham, BN27 1DW. Our company registration number is 15726398. Our VAT number is 492 7735 47.

By booking a service with us, either online through our website or by contacting us directly, you (“you”, “the customer”) agree to these terms. These terms apply to residential and small commercial exterior cleaning services. Larger commercial contracts may be covered by a separate written agreement.

We offer the following services:

• Regular window cleaning: 6-weekly or 12-weekly.
• Gutter clearing: one-off or added to regular cleans.
• Soffit and fascia cleaning: one-off or added to regular cleans.
• Conservatory roof cleaning: one-off or added to regular cleans.

All services are delivered using ground-based reach-and-wash and soft-wash systems where practical. Ladders are used only where necessary and safe to do so.

Each service page on this website describes what’s included in that service. In summary: window cleaning includes external windows, frames, sills, and external glass doors; gutter clearing includes vacuum clearing of accessible gutters and clearing downpipes; soffit and fascia cleaning includes external uPVC soffits, fascia, and the outside face of uPVC guttering; conservatory roof cleaning includes the roof panels, glazing bars, and outside face of the conservatory gutter.

How to book. You can book a service through the booking form on our website, by phone, or by email. When you book online, you confirm the property type, frequency, and any add-ons. The price shown is the price charged.

Fixed pricing. All prices are fixed by property type and service. Prices include VAT. Add-ons (for example, garage doors, velux windows, conservatory size) are charged per item as shown in the booking form. Prices are reviewed annually. Any change affecting you will be communicated in writing at least 28 days before it takes effect.

First clean. Where possible, we aim to complete your first clean within one week of booking. This is not guaranteed and can vary in busy periods or during poor weather.

All payments are collected by Go-Cardless direct debit. By booking a service, you agree to set up a direct debit through Go-Cardless and authorise us to collect the agreed amount after each clean.

Payments are collected after the clean has been completed, typically within 5 to 7 working days. You are never charged for a clean that has not taken place.

The Direct Debit Guarantee applies to all payments. See how the Direct Debit Guarantee protects you.

If a payment fails. If a direct debit collection fails (for example, due to insufficient funds or a cancelled mandate), we will contact you to arrange an alternative payment and reinstatement of the mandate. Repeated failed collections may lead us to suspend or end the service.

Access to the property. You do not need to be home for us to complete a clean. However, you must provide safe access to the areas being cleaned. This includes an unlocked side gate or permission to open a gate; clear access to all external walls and windows where practical (for example, pets contained, parked vehicles moved if they block access); and any security or alarm codes notified in advance where required.

If we cannot reach all scheduled areas because of blocked access, we will clean what we can and note the rest. The full fee is still payable for the visit in that case, because the slot was held for you.

Our responsibilities. We will turn up on scheduled dates, or tell you in advance if we cannot; use reasonable skill and care in providing the services; carry and maintain public liability insurance sufficient for the work; leave the property tidy; and tell you about any damage, issues, or access problems we notice.

Bad weather. We clean in most weather conditions, including light rain (pure water means it doesn’t affect the finish). We will reschedule where heavy rain, high winds, lightning, snow, or ice makes the work unsafe. No direct debit is taken for a clean that does not happen.

Skipping a clean. You can skip a scheduled clean by letting us know before the scheduled date. We ask for at least 24 hours’ notice where possible. Skipped cleans are not charged.

Pausing and changing frequency. You can pause your schedule or change between 6-weekly and 12-weekly at any time by contacting us.

Cancelling your service. There is no minimum contract and no cancellation fee. You can cancel your regular service at any time. Please let us know by phone or email, and cancel the direct debit with your bank.

Cancelling a specific booking. If you want to cancel a specific scheduled clean, let us know before the date and no direct debit will be collected.

If we end the service. We reserve the right to end the service with any customer in the event of repeated failed payments, persistent access problems, abusive behaviour to our team, or conditions at the property that make the work unsafe. We will give reasonable notice except in situations where immediate termination is justified.

If you are not happy with a clean, please let us know within 48 hours. In most cases we will return to put it right at no extra cost.

If any damage is caused to your property as a direct result of our work, please contact us as soon as you notice it. We are fully insured for public liability and will work with you to resolve the issue through the insurer if appropriate.

We cannot accept liability for: pre-existing damage to window frames, seals, or render that becomes apparent during or after cleaning; damage caused by poorly fitted or failing gutters or fascia that was already at the end of its useful life; damage to items left in the garden (children’s toys, loose plant pots, ornaments, garden furniture, washing) that should have been moved; or normal wear to brushwork, or existing scratches in polycarbonate or glass.

Limitation of liability. Our total liability to you in connection with any booking is limited to the amount paid by you for that specific clean, except where liability cannot be limited by law (for example, death or personal injury caused by negligence, or fraud). Nothing in these terms affects your rights as a consumer under the Consumer Rights Act 2015.

Your data. We process your personal data in accordance with our Privacy Policy. See the Privacy Policy for what we collect, why, and how long we keep it.

Law and jurisdiction. These terms are governed by the law of England and Wales. Any dispute will be subject to the non-exclusive jurisdiction of the English courts.

Contact. Questions about these terms? Frog Window Cleaning Ltd, 30-34 North Street, Hailsham, BN27 1DW. Phone: 01323 655606. Email: info@frogwindowcleaning.co.uk.