Terms and conditions

By accepting our formal quotation, you confirm that you have read, understood and accepted the following terms. In these terms, "we", "us" and "our" mean Stripe Products Ltd, trading as Stripe Exterior Cleaning, and "you" and "the customer" mean the person accepting the quotation.

1. Customer responsibility and access

The customer is responsible for ensuring that Stripe Exterior Cleaning has safe, clear and unrestricted access to all areas included within the quotation.

All gates must be unlocked and pathways cleared before our arrival.

Where required, the customer must provide access to a suitable mains water supply. We use our own generator, so an electricity supply is not required.

If we are unable to complete all or part of the work because access or a water supply has not been provided, we reserve the right to rearrange the remaining work and/or charge for any additional time or costs incurred.

2. Preparation of the work area

All vehicles, garden furniture, plant pots, ornaments, toys, washing lines and other movable items must be removed from or moved well away from the working area before our arrival.

All windows, doors and vents must be securely closed. Stripe Exterior Cleaning accepts no responsibility for water ingress through defective, damaged, poorly sealed or open windows, doors, vents or other openings.

Where items have not been removed, we reserve the right to clean around them or charge for additional time required to move them.

We accept no responsibility for damage caused while moving items at the customer's request where those items are excessively heavy, unstable, fragile or already damaged.

3. Condition of surfaces

All surfaces and roof coverings are cleaned on the understanding that they are in a condition suitable to withstand professional exterior cleaning.

The customer must inform us of any known defects, weaknesses, previous repairs or areas of concern before work begins.

Pressure washing, softwashing and chemical cleaning can expose existing deterioration that may previously have been concealed by dirt, moss, algae, weeds or other contamination. This can include, but is not limited to:

• Loose or failed pointing
• Loose or cracked paving
• Damaged concrete
• Deteriorated render
• Loose paint or coatings
• Failed sealers
• Damaged guttering or fittings
• Rotten or deteriorated timber
• Loose brickwork
• Weak mortar
• Failed joints
• Damaged roof tiles
• Failed roof pointing or flashing
• Damaged drainage components
• Poor previous repairs

Stripe Exterior Cleaning will not be responsible for deterioration, failure, leaks or damage resulting from an existing defect, weakness, poor installation, previous repair, age or deterioration of a surface or roof, unless caused by our failure to use reasonable care and skill.

If a surface or roof begins to fail during cleaning, or cannot be safely cleaned without an unreasonable risk of damage, we reserve the right to stop cleaning, alter our cleaning method or exclude the affected area.

4. Pressure washing

Pressure washing involves the controlled use of high-pressure water.

Even when correctly carried out, pressure washing may remove loose material, deteriorated pointing, failed jointing compounds, loose coatings, paint, old sealers or other material that is no longer securely bonded to the surface.

The removal of such material does not constitute damage caused by Stripe Exterior Cleaning where the material was already loose, defective, deteriorated or inadequately bonded.

5. Cleaning results

Stripe Exterior Cleaning will use appropriate professional equipment, chemicals and techniques to achieve the best reasonable result.

We do not guarantee that any surface or roof will be restored to an "as new" condition. Cleaning cannot reverse permanent staining, fading, weathering, wear, discolouration, surface deterioration or damage.

Differences in colour may become visible following cleaning where areas have weathered differently or were previously concealed beneath dirt, furniture, plant pots, vehicles or organic growth.

The appearance of the cleaned surface will ultimately depend upon its age, condition, construction and previous treatment.

6. Stain removal

Standard cleaning does not guarantee the complete removal of stains.

Oil, rust, paint, cement, mortar, efflorescence, tyre marks, leaf staining and other deeply ingrained contamination may require specialist treatment. Specialist stain removal is only included where specifically stated within the quotation.

Where specialist treatment is undertaken, complete removal cannot be guaranteed. Some treatments may improve rather than completely remove staining.

7. Chemical cleaning

Professional cleaning chemicals may be used where considered appropriate. These may include sodium hypochlorite-based cleaning solutions, biocides and other specialist exterior cleaning products.

The customer must inform us before work begins of any sensitive plants, ponds, animals, materials or other areas of concern.

Reasonable precautions will be taken to protect surrounding areas. However, we cannot accept responsibility for previously unhealthy, damaged or particularly sensitive vegetation unless we have been informed about it before treatment.

Wet and recently treated surfaces may be slippery.

8. Biocide treatments

Biocide treatment, including on roofs, is a slow-acting treatment and should not be expected to produce an immediate finished result. The treatment works progressively following application.

Depending upon the type and severity of contamination, weather conditions, surface porosity and exposure, visible improvement may take several weeks. In some circumstances, full weathering of dead organic growth may take several months.

The customer accepts that this delayed result is a normal characteristic of biocide treatment and does not constitute incomplete work.

9. Weeds, moss and organic regrowth

Cleaning and treatment remove existing growth from surfaces and roofs but do not prevent future weeds, moss, algae, lichen or other organic growth. No guarantee is provided regarding how long a cleaned surface will remain free from regrowth.

Environmental conditions including shade, moisture, surrounding trees and vegetation, drainage, roof orientation and weather can significantly affect the speed of regrowth.

Where appropriate, customers may wish to apply a suitable weedkiller before cleaning in accordance with the manufacturer's instructions.

10. Block paving and re-sanding

Where re-sanding is included within the quotation, kiln-dried sand will be applied following cleaning.

Block paving must be sufficiently dry before kiln-dried sand can be correctly applied. Re-sanding may therefore take place on a different day from the initial cleaning.

Re-sanding replaces sand removed during the cleaning process but does not rectify underlying problems with the paving installation.

Kiln-dried sand naturally settles over the weeks following application. Topping up settled joint sand after the work is complete is not included unless stated within the quotation.

We do not accept responsibility for future movement, sinking, spreading or instability of block paving resulting from problems with the existing sub-base, edging, drainage or original installation.

11. Existing pointing and jointing

Unless repointing has specifically been included within the quotation, repairs to existing joints are not included within the cleaning price.

Any remedial work requested following cleaning will be quoted separately.

12. Restoration and repair work

Restoration work is carried out on existing surfaces and installations. We have no control over the quality of the original installation, sub-base, drainage or previous repairs.

Accordingly, we cannot guarantee against future cracking, settlement, movement or deterioration resulting from defects within the original construction.

Any guarantee specifically provided for new work carried out by Stripe Exterior Cleaning will be confirmed separately in writing.

13. Roof cleaning

Roof cleaning is undertaken on the understanding that the roof, tiles, ridge tiles, pointing, flashing, gutters and associated components are in a condition suitable to withstand the agreed cleaning method.

The customer must inform Stripe Exterior Cleaning before work begins of any known leaks, damaged or loose tiles, previous repairs, fragile areas or other defects.

Existing roof condition

Roof cleaning can expose defects or deterioration previously concealed by moss, lichen, dirt or other organic growth. This may include:

• Cracked, broken or loose roof tiles
• Deteriorated or porous tiles
• Loose ridge or hip tiles
• Failed or deteriorated mortar
• Damaged flashing
• Defective roof membranes or underfelt
• Existing leaks or water ingress
• Damaged guttering or roofline components
• Previous poor-quality repairs

Moss and debris removal

Moss may have grown into joints, cracks or damaged areas of the roof. Its removal can reveal existing gaps or weaknesses and does not mean those defects were caused by the cleaning process.

Where practical, reasonable precautions will be taken to control debris during roof cleaning. Some moss and debris may nevertheless fall onto surrounding areas during the cleaning process. Affected working areas will be reasonably cleaned following completion.

Gutters and downpipes

Roof cleaning can result in significant quantities of moss and debris entering the guttering. Where gutter clearing is included within the quotation, accessible gutters will be cleared following roof cleaning.

Water ingress

Reasonable care will be taken to minimise the risk of water entering the property. Stripe Exterior Cleaning cannot accept responsibility for water ingress resulting from pre-existing defects, deterioration or an inadequately weatherproof roof.

14. Gutter clearing

Gutter clearing covers the removal of debris from accessible gutters included within the quotation. Downpipes will be flushed if required, where accessible and practical.

Unless specifically stated within the quotation, gutter clearing does not include repairs to leaking joints, sagging or misaligned gutters, broken brackets, damaged fascias, soffits or downpipes, or underground drainage and soakaways.

Removing debris can reveal existing leaks, cracks or defects that the debris had been masking. We will let you know about any obvious issues we notice, but our check is visual only and is not a survey of the condition of your roofline or drainage.

Gutters can become blocked again at any time, particularly near trees. No guarantee is given regarding how long gutters will remain clear.

15. Drainage

The customer must inform us of any known drainage problems before work begins.

We will take reasonable steps to prevent excessive debris entering drains during cleaning. Stripe Exterior Cleaning cannot accept responsibility for existing blocked, damaged, defective or inadequate drainage systems.

Additional work required to rectify an existing drainage problem is not included unless specifically stated within the quotation.

16. Waste

Pressure washing, roof cleaning and other exterior cleaning may generate sand, moss, weeds, dirt and other waste.

Waste removal is not included unless specifically stated within your quotation. Waste generated during cleaning will normally be left neatly on the property for the customer's disposal. Where practical, we can bag this waste for you.

Removal and disposal can be arranged at an additional cost where agreed beforehand.

17. Weather and postponement

Exterior cleaning is weather dependent.

We reserve the right to postpone, rearrange or suspend work where weather conditions make the work unsafe, impractical or likely to adversely affect the finished result. This includes rain, high winds, freezing temperatures, extreme temperatures or unsuitable drying conditions.

Weather-related postponements are outside our control and do not constitute a cancellation by Stripe Exterior Cleaning. The work will be rearranged for the next suitable available date.

18. Your right to cancel (cooling-off period)

Where you accept our quotation away from business premises, for example at your home, or by phone, text, email, social media or through our website, you have the legal right to cancel the contract within 14 days without giving any reason. The cooling-off period ends 14 days after the day you accept our quotation.

Booking work within the 14 days

Most of our work is carried out within days of the quotation being accepted. Our quotations are sent online, and each one includes the following statement. By clicking Accept on your quotation, you agree to it:

"I ask Stripe Exterior Cleaning to carry out the work within the 14-day cancellation period. I understand that if I cancel before the work is complete, I will pay for work carried out and materials purchased for my job, and that I cannot cancel once the work has been completed."

If you would prefer us not to start until the 14-day cooling-off period has ended, just tell us when you accept and we will book your work for a later date.

What happens if you cancel

• Before any work or preparation for your job has started: we will refund any deposit you have paid in full.
• After work or preparation for your job has started: you will need to pay for the work and preparation carried out for your job up to the time you told us you wanted to cancel. This includes the cost of any materials we have ordered or purchased specifically for your job that cannot reasonably be returned or used on other work. If you have paid a deposit, these costs will be deducted from it and any remaining balance refunded. If you have not paid a deposit, we will invoice you for these costs.
• Once the work is complete: the contract can no longer be cancelled.

How to cancel

Tell us clearly before the cooling-off period ends by phone, text or email, or by using the cancellation form below. Refunds are made within 14 days, using the same payment method you used unless we agree otherwise.

19. Deposits and cancellations

A 20% deposit is required for all quotations over £500. For quotations of £500 or less, no deposit is required unless specifically stated within the quotation.

Where a deposit is required, we will email you a deposit invoice from Xero after you accept your quotation. The booking is not confirmed and the requested date is not secured until the deposit has been received.

The deposit will be deducted from your final invoice.

Cancellation after the cooling-off period

Your deposit is used to secure your date and to purchase materials for your job.

If you cancel a confirmed booking after the cooling-off period in section 18 has ended, we may retain all or part of your deposit to cover the reasonable costs and losses we have incurred. These may include time spent preparing for the work, turning away other work for the date reserved for you, and any materials specially ordered or purchased for your job.

Rescheduling

Where reasonable notice is provided, Stripe Exterior Cleaning may allow the deposit to be transferred to a rearranged date at our discretion. Repeated or short-notice requests to rearrange a booking may be treated as a cancellation.

Postponement or cancellation by Stripe Exterior Cleaning

If we need to postpone work because of unsuitable weather, unsafe working conditions or circumstances outside our reasonable control, the deposit will remain credited against the rearranged booking.

If Stripe Exterior Cleaning cancels the work and is unable to offer a suitable alternative date, any deposit paid will be refunded in full.

20. Changes and additional work

Our quotation covers only the work specifically described within it. Any additional work requested by the customer will be charged separately.

Where previously concealed defects, staining or other conditions become apparent after work begins, we reserve the right to stop and discuss any additional work or costs required before proceeding.

We will not carry out chargeable additional work without the customer's agreement.

21. Payment

Full payment, less any deposit already paid, is due immediately upon completion of the work, unless we have confirmed a different arrangement in writing, for example on your quotation or by email or text.

Payment can be made by:

• Card, using the secure payment link on your emailed invoice
• Bank transfer
• Cash

Where work requires more than one visit, such as cleaning followed by re-sanding, payment is due once the final visit has been completed.

If payment is not made when due, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate from the due date until payment is received, and may take reasonable steps to recover the debt, including recovering reasonable collection costs.

22. Inspection and reporting problems

Customers should inspect the completed work as soon as reasonably possible. Any concerns relating to our workmanship should be reported to Stripe Exterior Cleaning promptly so that we have a reasonable opportunity to inspect the issue.

Where a problem has resulted from our workmanship, we must be given a reasonable opportunity to inspect and rectify it before another contractor is instructed. We will not be responsible for costs incurred by instructing another contractor without first giving us this opportunity.

23. Accidental damage, insurance and liability

Stripe Exterior Cleaning will take reasonable care while working at your property. We hold public liability insurance, and details are available on request.

Where Stripe Exterior Cleaning is responsible for accidental damage arising from our work, it should be reported as set out in section 22, and we will arrange repair or replacement where appropriate.

We are not responsible for any loss or damage that was not reasonably foreseeable when the contract was made. Our services are provided for domestic and private use, and we are not responsible for any loss of profit, loss of business or business interruption.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

24. Health and safety

For everyone's safety, children, pets and visitors must be kept away from the working area while we are on site, including hoses, cables and equipment, and away from treated areas until they are safe to access. Please do not move, touch or use our equipment.

We may pause or stop work if anyone enters the working area or if conditions become unsafe. We reserve the right to decline any part of the work, including work at height, that we reasonably consider cannot be carried out safely.

25. Complaints

If you are unhappy with any part of our work, please contact us as soon as possible by phone or email, giving details of your concern and, if possible, photos.

We aim to acknowledge complaints within 3 working days and will arrange to inspect where appropriate. We will always try to resolve concerns fairly and promptly.

26. Photographs and videos

Photographs and videos may be taken before, during and after work for job records, quality control and marketing purposes.

Reasonable care will be taken not to display personal information, house numbers, vehicle registrations or other obvious identifying information.

Customers who do not want images of their property used for marketing purposes must inform us before work begins.

27. Your personal information

We collect and use your name, address, contact details and details of your job so that we can provide quotations, carry out the work, take payment and keep business records.

We will not sell your information or share it with anyone else, except where needed to provide our services (for example our payment or accounting providers) or where required by law.

We keep records for as long as needed for these purposes and to meet our legal and accounting obligations. We may contact you about a future maintenance clean, and you can ask us to stop at any time.

You can ask to see, correct or delete the information we hold about you by contacting us, subject to our legal record-keeping requirements. See our privacy policy for how we handle your information.

28. Quotations

Unless stated otherwise, quotations remain valid for 30 days from the date of issue. After this period, Stripe Exterior Cleaning reserves the right to withdraw or amend the quotation.

Quotations are based on the information and property conditions reasonably available to us when the quotation is prepared.

Where measurements are obtained remotely using photographs, maps or satellite imagery, the final price may be adjusted if the actual area or site conditions materially differ from the information available when the quotation was prepared. Any price adjustment will be discussed before additional chargeable work is undertaken.

29. Your statutory rights

Under the Consumer Rights Act 2015, we must carry out our services with reasonable care and skill, and as described in your quotation.

Nothing in these terms affects your statutory rights. For further information about your rights, contact Citizens Advice.

30. Acceptance of terms

A reply by WhatsApp or other message to our initial price reserves your date provisionally only. Your booking is confirmed when you accept our formal quotation, which is sent to you by email together with these terms. Where a deposit is required, your date is secured once the deposit has been received.

These terms should be read alongside the individual quotation provided for your work. Where the quotation contains specific conditions relating to your particular job, those conditions will also form part of the agreement.

Cancellation form

Complete and return this form only if you wish to cancel your contract within the 14-day cooling-off period. You can also cancel simply by phoning, texting or emailing us. You do not have to use this form.

To: Stripe Products Ltd, trading as Stripe Exterior Cleaning, 46 Park Avenue, Golborne, WA3 3SS. Email: stripeexteriorcleaning@gmail.com. Phone: 07448 826580.

I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:

• Description of work / quotation reference:
• Date quotation accepted:
• Name of customer(s):
• Address of customer(s):
• Signature of customer(s) (only if sent on paper):
• Date:

Contact

Stripe Products Ltd, trading as Stripe Exterior Cleaning. Company number 13516139. Registered office: 46 Park Avenue, Golborne, WA3 3SS.

Phone: 07448 826580. Email: stripeexteriorcleaning@gmail.com.