Terms of service
Last updated: 17 May 2026
These are the plain-English terms for booking exterior cleaning work with M&M Exterior Cleaning (Marcel and Martyna as owner-operators). They live alongside the specific written quote you receive — the quote always wins if there's any inconsistency.
1. The services
We provide exterior cleaning work — window cleaning, gutter clearing, fascia & soffit cleaning, conservatory roof cleaning, cladding cleaning and solar panel cleaning — at the property and on the date agreed in the written quote.
We don't take on internal cleaning, structural repairs, gutter replacement or anything that isn't on the quote, unless we've agreed it in writing first.
2. Pricing
The price tile on our website is a realistic ballpark based on your inputs. The final, fixed price for your job is the figure on the written quote M&M Exterior Cleaning sends after the free site visit. That's the figure we both agree to.
Prices include VAT where applicable. If a job needs extra work that wasn't visible at the site visit (e.g. a blocked downpipe we only discover on the day), we'll stop, tell you what's involved, and only carry on with your agreement.
3. Payment
Unless agreed otherwise:
- Jobs under £500: no deposit. Pay on the day, by bank transfer or card.
- Jobs over £500 (e.g. large multi-property fascia or conservatory roof work): a 25% deposit at booking, balance on the day.
- Recurring window cleaning: invoiced after each visit, payable within 7 days.
Late payment (more than 14 days past due) may attract statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 if you're a business customer.
4. Cancellations
Life happens. Our policy:
- More than 48 hours before the booked job: cancel free, deposit (if any) refunded in full.
- Within 48 hours: deposit is non-refundable, but we'll reschedule once at no cost.
- On-the-day no-access (locked gate, dog out, no water): we may charge up to 50% of the job to cover travel and time.
5. Weather rescheduling
We work in light rain — most exterior cleaning is wet by definition. We will reschedule at no charge if:
- Wind speed exceeds safe-working limits for working at height (typically over 23 mph for ladder/pole work).
- Persistent heavy rain would compromise the result or stop us safely accessing the roof.
- Freezing temperatures (below 3°C) for any water-based service.
We'll always call you on the morning of the booking and offer the next available dry day.
6. Liability & insurance
M&M Exterior Cleaning carries £2 million public liability insurance. A copy of the certificate is available on request before booking.
We take reasonable care with your property. We are not liable for:
- Pre-existing damage to surfaces (loose fascia boards, broken downpipes, cracked conservatory panels, blown sealant) that becomes apparent during cleaning — we'll point it out and pause if needed.
- Damage caused by failure to disclose hazards (asbestos, fragile roof, hidden glass, garden ornaments not pointed out).
- Indirect loss (lost rental income, business interruption) beyond the price of the job.
7. Access & safety
For external work we need access to an outside tap and either an unlocked side gate or a pre-agreed gate code. If you have pets, please keep them inside while we work. Please flag fragile features (decorative gravel, koi pond, sensor lights) at the site visit.
8. Complaints
If you're not happy with the work, tell M&M Exterior Cleaning directly — email [email protected] within 7 days of the job. We'll come back and put it right wherever practicable.
9. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be heard in the English courts.
Questions? Email M&M Exterior Cleaning — these terms are meant to be readable, not lawyered.