Terms and conditions 

By booking or using our services you accept our terms and conditions as outlined below. These have been provided to ensure our customers receive the best possible service and have a clear understanding of our business operations. Should you have any further questions or wish to clarify all or part, please do not hesitate to contact me.  

How often we visit and next clean date

We work to a 4 or 8 weekly schedule (alternative schedules are available for commercial customers) all year round and expect us not to return before your selected cleaning schedule.

We are happy to supply a schedule of visit dates for our customers, however this is a guide indicating the week your next clean will take place, we cannot be held to a specific date or time. With such factors as public holidays, extreme weather, operator holidays etc, it is not always possible to supply an exact date.

On acceptance of our quotation you are agreeing to a minimum of 3 cleans (Unless one off is specifically agreed and outlined on the quote) on either a 4 or 8 week schedule (as agreed at time of acceptance) Cancellation prior to 3rd clean will incur the full charge of those cleans. 

Weather Conditions

At Coastal cleaning Hampshire we will clean your windows in most weather conditions to enable us to provide a regular and reliable service to our customers. We use the Reach and Wash pure water system which works extremely well in all weather conditions, therefore, weather conditions are not an acceptable reason for postponing our services. The quality of your window clean will not be affected by rain or poor weather conditions so the results will always be the same.

If the weather conditions are extreme and we feel there will be a health and safety risk or a negative result to your clean we will aim to come at the next available time.

You will be notified in advance of any change due to the above and supplied as alternative date. 

Access to your property / premises

You will be contacted the day prior to your service, requesting that any required access is provided for the following day (for example rear gate access left unlocked) Should we subsequently be unable to access any part of your property/premises due to locked gates etc. we will only clean the accessible areas.

Should access not be possible due to locked gates etc. You will be informed on the day by our operator, accessible areas will be cleaned and the full clean charge applied. 

Due to insurance liabilities we will be unable to move obstacles such as but not exclusive to: flowerpots, garden furniture etc. If these or any other items restrict access to an area of your property we will be unable to clean it. We may be unable to return to clean the restricted area until the next scheduled clean date. To avoid this, please ensure safe access is available on the clean date.

Turning our operator away on day of clean

We work hard to be as reliable as possible for our customers so we appreciate the customer being reliable too.

We reserve the right to charge you the full price if you turn our operators away or cancel on the day of the clean as it is too late for us to replace your clean with another. 1 week before your scheduled clean is required to cancel or reschedule.

Guaranteed Service and complaints

We aim to provide our customers with the best possible service and all our work is 100% guaranteed. If for any reason you are not happy with the quality of your clean please contact us within 24 hours and we will return to re-clean the affected area without charge.

Please note that complaints received after 24 hours may not be re-cleaned. If we feel that the windows have been affected after we cleaned a charge maybe incurred.

Health and Safety

Health and Safety is of paramount importance to us, therefore, if we deem any conditions to be unfit or hazardous we will not continue until working conditions are improved and a charge may be incurred.

If we need to enter your neighbour’s property/premises to clean your windows please confirm in writing that you have their permission. Method Statements and Risk Assessments are available.

Ending our service

If you decide to cancel our services please can you notify us by telephone on 07737744405 or by email to peter.kitching@coastalcleaninghampshire.co.uk

We require a minimum of 1 weeks notice before the next clean due date otherwise we reserve the right to charge the full price of the clean. A cancellation charge of £30.00 will be payable if you cancel our service before a third clean has taken place (this does not include agreed one-off cleans).


We are fully insured with Public Liability insurance which is covered by an insurance company for commercial and residential window cleaning companies.

Coastal cleaning Hampshire will not be held responsible for any damage done to your property/premises prior to our cleaning. We will inform you where possible of such damage prior to commencing. We do not accept liability for damage caused by defects on property/premises.

Price increase

Please note that we review our prices annually, if your contract incurs a rise we will contact you via email 4 weeks before the new price is in effect if accepted.

Payment Terms

You are required to pay within 3 days of the cleaning date. Whether you choose to pay on the day by cash or card or choose to make a payment by Bank transfer.

If non payment exceeds 30 days Coastal cleaning Hampshire reserve the right to suspend your cleaning. If we then fail to receive monies owed within 90 days, we will pass on your details to a collection agency to recover the debt, you will then be liable for all related charges, collection agency fees and court related fees.

We charge the full price per visit. If you’ve forgotten to open your gate, been on holiday or have building works going on, Coastal cleaning Hampshire reserve the right to charge you full price unless you have informed us via email at a minimum of 1 weeks notice before the next clean due date. 

24 Hour Guarantee

After we have cleaned your windows you will receive an invoice sent from our partner app. This invoice confirms the clean an commences our 24 hour guarantee. Coastal Cleaning Hampshire offer a 24 hour guarantee against any work carried out. If you are not 100% satisfied we will come back and re-clean for free. To qualify for a free reclean you must contact us within the 24 hour time period. To report a problem with your clean please drop us an email and we will book a re-visit as soon as possible. A call out charge will be applied if we return to clean and we find it’s the inside of the windows that are dirty or the double glazed unit has failed and the dirt is on the inside of the unit.

Achieving optimum cleaning results may require a few cleans. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading and heavily soiled frames, however in most cases, this will cease after a couple of cleans, once the dirt is removed fully from the frame areas.


Our window cleaners do not accept liability for damage caused by decorative or structural defects at your property, such as, but not limited to, ill-fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose stuck on lead, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc.

Our window cleaners accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed our brushes will not damage them in any way. If they do become loose or fall off it’s because the adhesive is not bonding correctly with the glass. This is because over time the double sided tape used to stick the bars to your glass loses its adhesion.

Scratched window sills: Over time your upvc window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most effected. When we are cleaning your windows our brush head which is made from soft plastic with nylon bristles may remove some of the oxidation. This may look like scratches but in fact it’s just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to “as new” condition.

Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic head stock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush. 

Cracked glass: We do not clean windows that have broken/cracked panes as water may seep through or the glass may fall into the property.

If we are asked to bring our water hoses through the main part of your property (through garage is ok) we are happy to do so but accept no liability to damage to the property.

Right To Refuse Work

Coastal Cleaning Hampshire reserve the right to refuse certain work/jobs even if we have taken payment in advance from you for the service to be carried out. The advance payment does not constitute a verbal or written contract between us. If we refuse the work/job on sight a full refund of any monies will be paid.

Traditional method, Squeegees and Ladder

Very occasionally, it may be appropriate to use traditional methods. Sometimes, we need to access low-level flat roofs in order to carry out work.

We will use a ladder to gain this access on agreement. 

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