Service Delivery
How our visits work
Booking, preparing for your visit, weather, changing your date and what happens on the day.
This policy explains how a visit works, from booking to completion. The binding terms are in The Shining Windows Service Agreement; the relevant clause numbers are shown in brackets.
1. Where we work
Northampton, Milton Keynes, Bedford and Buckingham, and all towns and villages in Northamptonshire, Bedfordshire and Buckinghamshire. We may agree work outside this area. (Clause 3.8)
2. Booking and paying
Online: add the service to your basket, choose your appointment in our calendar and pay at checkout. You can do these in either order. Your contract is made when you have both paid and booked your appointment, whichever you do last. (Clause 2.3)
By phone, email, text or in person: your contract is made when we send you our booking confirmation.
Price: the price you book at is the total you pay. Where we charge for travel, it is from £1 per mile, shown as a separate line on your quote and included in the total. We are not VAT registered and we never charge extra for paying by card. (Clauses 2.1, 2.1A, 4)
Payment: all services are paid for in advance. (Clause 4.2)
3. Your cancellation rights — two types of booking
Standard Booking | Early Start Booking | |
|---|---|---|
What it is | Your appointment is after the end of your 14-day cancellation period | Your appointment is within your 14-day cancellation period, and you have made an Early Start Request |
Cancel before we arrive | Full refund, within 14 days | Full refund, within 14 days |
Cancel after we arrive | — | No full refund. You pay the travel charge (if any), the Attendance Charge and for the work carried out up to that time |
After the work is finished | — | No right to cancel; no refund, except where the work was not carried out with reasonable care and skill |
Clauses | 15.1–15.3 | 15.4–15.7 |
Early Start Request: we only carry out work within your cancellation period if you ask us to. Online, you do this by ticking the Early Start confirmation on our booking form or at checkout. For other bookings, you confirm it in writing in reply to our booking confirmation. Choosing a date in our calendar is not, on its own, an Early Start Request. If your appointment falls within your cancellation period and you have not made one, we will move your appointment to the first available date after your cancellation period ends. (Clause 15.4)
Attendance Charge: £60 per visit, or the price of the booking if lower. It is included in the price of every booking and covers attending, setting up and any cleaning solution mixed for your job. (Schedule 7)
Telling our team at the property to stop, or refusing them access, counts as cancelling at that time. (Clause 15.6)
Exceptions: the 14-day right does not apply to urgent drainage visits you ask us to make, or to contracts agreed at your home for £42 or less. (Clause 15.2)
How to cancel: email info@shiningwindows.co.uk, call 01604 263189 or 07852 734718, write to us, tell our team at the property, or use the form in Schedule 3 of the Service Agreement. (Clause 15.8)
4. After your cancellation period
Change | Charge | Clause |
|---|---|---|
Moving your appointment with at least 72 hours' notice | Free | 7.2 |
Cancelling or moving with less than 72 hours' notice, or no access on the day | £60, or the booking price if lower — not charged if we fill the slot | 7.3, 7.4 |
Cancelling with more than 72 hours' notice | £60 plus any committed third-party costs | 7.6 |
Stopping the work part-way through | The full price, less any costs we save by not finishing | 7.7 |
5. Before we arrive
Unlock gates and move vehicles, pots and garden furniture away from work areas.
Close all windows, doors, trickle vents and roof lights.
Tell us about hazards, ponds, fish, edible plants, new lawns and pets.
For internal work, clear window sills and make sure an adult is at home throughout.
If you need us to do anything differently because of a disability or health condition, tell us when you book.
(Clause 5)
6. Weather
We only work when it is safe. Light rain does not stop window cleaning with purified water. As a guide, we stop work at height in sustained winds above about 17–23 mph; the person doing the work makes the final decision on site. If weather stops your booking, your payment stays on your account as credit and you rebook the next available date. If we cannot offer you a date within 28 days of your original booking, you can ask for a refund of that booking, which we pay within 28 days. (Clause 6.2; Schedule 6)
7. On the day
We inspect and photograph the work areas before we start, carry out the work, tidy up, close gates behind us and send you confirmation when we have finished. We record our arrival and completion times. (Clauses 3.3, 17; Schedule 9)
8. If something isn't right
Tell us as soon as you can — ideally within 24 hours, so we can see the problem before the weather changes it. Later reports are still dealt with. We come back and put it right at no cost. If we cannot, we agree a fair price reduction, up to a full refund, paid within 14 days. (Clause 8; Complaints and Putting Things Right)
9. Misuse
Knowingly false payment disputes, knowingly false complaints or damage claims, repeated booking and cancelling, and threats to obtain refunds are misuse of the Service Agreement. We may decline further bookings, provide our records to your bank and recover any amount owed through the courts. Complaints, cancellations and payment disputes made in good faith are never misuse. (Clauses 6.6–6.8)
Download a copy and test it. You are welcome to download a copy of this document and review it with an AI assistant, a solicitor or anyone you trust. If you have any concerns or questions about anything in it, please let us know at info@shiningwindows.co.uk or on 01604 263189 — we would rather hear from you before you book than after.