Shining Windows is the trading name of Matthew Kenneth McDaid, a sole trader, of The Firtrees, 6 Wood Lane, Hartwell, Northampton, NN7 2HG. Telephone 01604 263189 · Mobile 07852 734718 · info@shiningwindows.co.uk · www.shiningwindows.co.uk Registered waste carrier (lower tier): CBDL622625 · Not VAT registered

Which parts apply to you

Key facts — please read this first

How this agreement is organised

• Part 1 — General terms for everyone.

• Part 2 — Home customers (residential).

• Part 3 — Business customers (commercial), including landlords.

• Part 4 — Facilities management contracts.

• Part 5 — Listed and historic buildings.

• Part 6 — Private estates and high-value homes.

• Schedules — service sheets, pre-booking information, cancellation form, Service Order, code of conduct, weather, fees, heritage method record, records we keep, laws referred to, and words we use.

• Questions people ask — a short FAQ at the end.

If you are a home customer, Parts 1 and 2 and the service sheet for your booking are the parts that apply to you. Parts 5 and 6 also apply if your home is listed or we have agreed a private-estate service with you.

PART 1 — GENERAL TERMS

This Part applies to everyone. Parts 2 to 6 add to it or, where they say so, take priority over it.

1. About this agreement

1.1 Who this agreement is with. This agreement is between you and Matthew Kenneth McDaid, trading as Shining Windows ("we", "us", "our").

1.2 What makes up the agreement. Your booking confirmation or quote; this agreement; the service sheet for each service you book (Schedule 1); and the other Schedules referred to.

1.3 If documents conflict. Your booking confirmation or quote comes first, then the Part that applies to you (Parts 2 to 6), then Part 1, then the Schedules. A quote can change what we do, when and for how much. It does not remove our safety, weather, environmental or listed-building terms unless it says so in writing.

1.4 Your legal rights. If you are a consumer, nothing in this agreement takes away or limits your legal rights.

1.5 Words we use. Schedule 11 explains defined words. "In writing" includes email and text message.

1.6 The explanation boxes. The explanation boxes in this agreement ("In plain English", "Why we have this rule", "Example" and "If you are…") are part of it. They are written to mean the same as the terms. If a box and a term could be read differently, the meaning most favourable to you as a consumer applies. Prices and dates in the examples are for illustration only; your price is the one on your booking or quote. The same terms, without the explanation boxes, are also published as the Terms Only Edition.

2. Quotes and bookings

2.1 Quotes. Our quotes set out the services, the areas included, the total price (including any equipment hire, travel or other charges you will have to pay) and the date or date range. Quotes are valid for 30 days.

2.1A Travel charge. Where we charge for travel, the charge is from £1 per mile, as shown on your quote. It is shown as a separate line on your quote and is included in the total price. It covers fuel and the running and maintenance of our vehicle. Online shop prices already include any travel charge unless the listing says otherwise.

2.2 Online prices. Where our online shop shows a fixed price, that is the price for the service described. Where it shows a guide price, we confirm the exact price before you book.

2.3 When your contract starts. If you book online, your contract is made when you have both paid at checkout and booked your appointment in our calendar, whichever you do last. If you book by phone, email, text or in person, your contract is made when we send you our booking confirmation.

2.4 Information you give us. We price your job from what you tell us about your property (for example the number of bedrooms, windows or the size of an area) and any photos you send. Please make sure it is accurate.

2.5 If the job is materially different. If, when we arrive, the property or the work is materially different from what was booked (for example a 6-bedroom house booked as a 3-bedroom house), we will explain the difference and give you a revised price on the spot. You can then:

(a) pay the difference, and we carry out the full job; or

(b) ask us to carry out only the part of the work covered by what you have paid; or

(c) rebook for another day on a new booking. We will not refund the booking because the property was described inaccurately, but you will always receive the work you have paid for.

2.6 What we tell you is part of the deal. What we tell you about our services and about us — in quotes, on our website or in writing — forms part of this agreement.

3. The service

3.1 Our standard. We carry out all services with reasonable care and skill.

3.2 Cleaning, not restoration. Cleaning removes dirt, grime and growth. It does not repair or restore. Think of a car wash: it makes the paintwork shine, but it doesn't remove scratches. Once dirt is removed, damage that was already there can become easier to see — for example scratched glass, failed seals, faded plastics, loose pointing or frost-damaged stone. We are not responsible for damage that was already there, but we remain responsible for any damage caused by our own lack of care.

3.3 Checking before we start. Before we start, we look for visible damage or weaknesses and take photographs. If we find something that changes the risk, we tell you before carrying on.

3.4 How we work. We choose the safest suitable method, working from the ground (water-fed pole) wherever we can. If different access equipment is needed (for example a tower or powered access platform), we agree any extra cost with you first.

3.5 Products. Some services use cleaning or biocidal products. We use them in line with the manufacturer's instructions and safety data. We can send you product safety information on request. You can ask us not to use chemicals; we will tell you if that is likely to affect the result.

3.6 Specialist equipment. Where a job needs specialist equipment we don't own — such as steam cleaning systems or access platforms — we hire it from a specialist supplier. Hire costs are included in your quote.

3.7 Who does the work. The work is carried out by Matthew McDaid or a trained member of our team, and occasionally by a trusted subcontractor. We remain responsible for their work. Everyone who attends has had a background check.

3.8 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.

4. Price and payment

4.1 The price. You pay the price shown when you book or in your quote. We are not VAT registered.

4.2 Payment in advance. All services are paid for in advance, when you book or by the date on our invoice. We do not start work until payment has been received.

4.3 How to pay. Card through our website, or bank transfer. We never charge a fee for paying by card. We do not accept cheques.

4.4 Price changes. We review our prices regularly, usually once a year and sometimes quarterly when costs change sharply. The price you pay is the price when you book. A price change never applies to a booking you have already made and paid for.

4.5 If you have a problem with a payment. If you are unhappy with our work or a charge, please contact us first — most problems can be put right quickly, and we will always offer to come back or agree a fair refund where one is due (clause 8). This does not affect your legal rights or any protection you have with your card provider. We keep records of each job — including your booking, any Early Start Request, arrival and completion times, and dated photographs — and we may share them with your card provider or payment processor if a payment is disputed. A payment dispute does not cancel the contract. If a payment for work we have carried out, or for charges due under these terms, is reversed, the amount remains owed to us and we may recover it, including through the courts. Disputing a payment on grounds you know to be untrue is misuse of these terms (clause 6.6).

5. What we need from you

5.1 Access. Please unlock gates, move vehicles and garden furniture away from work areas, and make sure we can park reasonably close by.

5.2 Hazards. Please tell us about anything you know of that could be dangerous — for example fragile roofs, loose tiles or gutters, overhead cables, broken glass, wasps' nests or dogs. Please keep children and pets away from the work area while we work.

5.3 Windows and vents. Please close all windows, doors, trickle vents and roof lights before we start. We are not responsible for water coming in through openings left open, or through seals that had already failed.

5.4 Inside your home. For internal work, please clear window sills and move small items, and make sure an adult is at home throughout. We won't move heavy furniture or high-value items.

5.5 Water, power and gardens. If we need your outside tap or power supply, we ask first. Before soft washing or pressure washing, please tell us about ponds, fish, edible plants, new lawns and pets, so we can protect them. We take care to stop cleaning solutions and dirty water from running where they shouldn't.

5.6 Hosepipe bans. If a water company hosepipe ban is in force in your area, we follow it. That may mean moving some services to a later date.

5.7 Parking. If parking permits or charges apply at your property, we will tell you in advance who pays.

5.8 If you need us to do things differently. If you need us to change how we work because of a disability, health condition or other need — for example more time to answer the door, contact by text instead of phone, or a particular person present — tell us when you book and we will do our best to arrange it.

6. Dates, weather, delays and misuse

6.1 Choosing your date. You choose your date and time when you book. Arrival times are estimates; we will let you know if we are running late.

6.2 Weather. We only work when it is safe (Schedule 6). Light rain does not stop window cleaning. As a guide, we stop work at height in sustained winds above about 17–23 mph depending on the equipment and height, and in lower winds where products could drift; the final decision is made on site by the person doing the work, based on the conditions at the time. If weather stops your booking:

(a) we tell you as early as we can;

(b) your payment stays on your account as a credit;

(c) you rebook the next available date through our website or by email; and

(d) if we cannot offer you a date within 28 days of your original booking, you can ask for a refund of that booking instead, which we pay within 28 days.

6.3 Events outside our control. Neither of us is responsible for delays caused by things outside our reasonable control — such as severe weather, sudden illness or injury of the person due to do the work, breakdown of our vehicle or essential equipment, road closures or utility failures. The same arrangements as clause 6.2 (b) to (d) apply.

6.4 About our business. Shining Windows is owned and run by Matthew McDaid, who lives with a long-term health condition. Occasionally this means we need to rebook at short notice. When that happens, we tell you straight away and clause 6.3 applies.

6.5 If we need to cancel. We may cancel a booking if it is not safe to carry out the work, if our team is treated abusively (clause 10), if payment has not been made, or if we reasonably believe there has been misuse of these terms (clause 6.6). If we cancel because it is not safe, we refund anything you have paid for work not done. If we cancel because of abuse, clause 10.3 applies. If we cancel because of misuse, we refund anything you have paid for work not done, less any charges due under clauses 7 or 15.5.

6.6 Misuse of these terms. "Misuse" means knowingly or deliberately using this agreement, our booking system or a payment process to obtain a service, refund, discount or other benefit you are not entitled to. Misuse includes:

(a) abuse of process — for example, repeatedly booking and cancelling to hold dates you do not intend to use; making Early Start Requests and then cancelling or refusing access on arrival as a pattern; or knowingly describing your property falsely to obtain a lower price (clause 2.5);

(b) abuse of contract — for example, accepting the work and then denying that it was carried out, or making a complaint or damage claim you know to be false or exaggerated (clause 8);

(c) friendly fraud — disputing a card or other payment with your bank or payment provider on grounds you know to be untrue, such as claiming that a service was not received or a payment was not authorised when it was (clause 4.5); and

(d) threats — demanding a refund, discount or free work in return for not leaving a negative review or not making a complaint, or under any other threat (clauses 10 and 12.5).

6.7 What we may do. If we reasonably believe that misuse has occurred, we may, in proportion to what has happened:

(a) decline further bookings from you, or accept only Standard Bookings paid in full in advance;

(b) end any package, plan or ongoing arrangement, refunding payments for visits not carried out under clause 11.3;

(c) provide our job records (Schedule 9) to your card provider, bank or payment processor;

(d) recover any amount you owe us, including through the courts, together with the court fees and any interest the court awards; and

(e) report suspected fraud to Report Fraud or the police.

6.8 What misuse is not. Clauses 6.6 and 6.7 do not apply to anything you do in good faith — including making a complaint, cancelling within your cancellation period, disputing a payment, or leaving an honest review — even if we disagree with you. A genuine mistake is not misuse. Nothing in these clauses affects your legal rights.

7. Changing or cancelling your booking

1. Cancelling within 14 days of booking (home customers). This is your cooling-off right. It is free unless you asked us to start early and we've already done some of the work. See clause 15.

2. Cancelling or moving a booking after the 14 days. This is covered by this clause 7. It is free with at least 72 hours' notice if you're moving the date; charges can apply otherwise.

7.1 Your 14-day right to cancel. Home customers have a right to cancel within 14 days — see Part 2, clause 15.

7.2 Moving your date. You can move your booking to another available date free of charge if you give us at least 72 hours' notice before your booked start time.

7.3 Cancelling or moving with less than 72 hours' notice. We keep the whole day free for your job and usually cannot fill it at short notice. If you cancel or move your booking with less than 72 hours' notice, a cancellation charge of £60 applies, or the price of the booking if that is lower. We deduct it from your payment and refund the rest, or carry the rest forward as credit if you rebook. We won't charge it if we are able to fill your slot.

7.4 If we can't get access. If we arrive and can't reach some areas (for example a locked gate), we clean what we can reach. If we can't do any of the work, the cancellation charge in clause 7.3 applies.

7.5 Equipment and third-party costs. If your booking needs equipment or services we hire from someone else, and you cancel after your 14-day cancellation period, those costs are not refundable once we have committed to them, because we cannot get them back. We will tell you what these costs are when you book.

7.6 Cancelling after the 14 days with more than 72 hours' notice. You can move your booking free of charge. If you would rather cancel, we refund your payment less the £60 cancellation charge and any costs in clause 7.5.

7.7 If you stop the work once we have started. If, after your 14-day cancellation period has ended (or where there is no cancellation period), you tell us to stop after we have arrived and started work, the full price of the booking remains payable. We will deduct any costs we save because the work was not finished, such as equipment hire we are able to return. This clause does not affect your rights under clause 8 if the work is not being done with reasonable care and skill.

8. If something isn't right

8.1 Tell us. If you are not happy with any part of the work, please tell us as soon as possible — ideally within 24 hours of the visit, or as soon as you notice the problem. This is so we can see the problem before weather changes it; it is not a deadline, and we deal with problems reported later too. Photos help but are not essential.

8.2 We put it right. We come back at no cost to you, within a reasonable time, and put right the parts that weren't done properly.

8.3 Price reduction or refund. If we can't put it right, or our return visit doesn't fix it, we agree a fair reduction in the price — which can be up to a full refund. We pay any refund within 14 days, to the same payment method, with no fee.

8.4 Damage. If you think we have damaged something, please tell us as soon as possible and, unless a repair is needed urgently for safety or to prevent further damage, give us a reasonable opportunity to inspect it before it is repaired. If we caused the damage, we will repair it, replace it or pay a fair amount for it, through our insurance where appropriate. We may offer to arrange the repair through a suitably qualified tradesperson. If you prefer to use your own, we will pay the reasonable cost of the repair, and we may obtain other quotes to check that the cost is reasonable. A damage claim or complaint you know to be false or exaggerated is misuse of these terms (clause 6.6).

8.5 Complaints. Our Complaints Policy explains how we deal with complaints. Email info@shiningwindows.co.uk or call 01604 263189.

9. Responsibility and insurance

9.1 What we are always responsible for. Nothing in this agreement limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

9.2 What we are not responsible for. We are not responsible for:

(a) damage or defects that existed before we started (clause 3.2);

(b) water coming in through open windows, doors or vents, or through seals that had already failed;

(c) items left in the work area after we asked for them to be moved; or

(d) losses that were not a foreseeable result of anything we did wrong; unless the loss was caused by our own lack of reasonable care.

9.3 Insurance. We hold public liability insurance with a limit of £10 million. We can send you a copy of our certificate on request. Where we employ staff, we hold employers' liability insurance as the law requires.

10. Respect and safety

10.1 Respect both ways. We treat you, your family and your property with respect, and we ask the same for our team. We do not accept abuse, threats or harassment — in person, by phone, by message or online. Our Code of Conduct (Schedule 5) explains more.

10.2 Stopping for safety. We may stop, or not start, work if it isn't safe or if our team is treated abusively.

10.3 If we stop because of abuse or a hazard you caused. If we stop work because of abuse, threats or harassment, or because of a hazard you caused or failed to tell us about, the full price of the booking remains payable, less any costs we save because the work was not finished. If no work could be done, the cancellation charge in clause 7.3 applies instead, together with any costs we have committed to under clause 7.5. We refund anything else you have paid. If this happens during an Early Start Booking within your cancellation period, clause 15.5(b) applies instead.

11. Packages and plans

11.1 If you buy a package or plan (for example several visits paid together), you choose and book each visit date.

11.2 You can cancel a package or plan at any time. Cancelling stops any further payments straight away.

11.3 We refund payments for visits not yet carried out, less the difference between the package price and our standard price for any visits already carried out.

11.4 Your 14-day right to cancel (clause 15) also applies when you first buy a package or plan.

12. Photos, your information and reviews

12.1 Photos of our work. We photograph our work before and after, as a record and for quality checks.

12.2 Using photos to show our work. We may use photos of our work on our website and social media. Before we do, we remove all location data and make sure they don't show your house number, vehicle registration plates or people. If you don't want photos of your property used, email info@shiningwindows.co.uk and we will not use them, or will remove them.

12.3 Our own records. We keep the original photos, with their date and location data, securely as a record of the work and in case of a dispute (Schedule 9).

12.4 Your information. We use your personal information to provide your service, as explained in our Privacy Policy.

12.5 Reviews. We welcome honest reviews, good or bad, and we ask all our customers the same way. We do not offer rewards for positive reviews and we do not hide genuine negative reviews. Where we publish customer reviews on our own website, we take reasonable and proportionate steps to prevent fake reviews and to present reviews fairly. Nothing in this agreement stops you leaving an honest review. Threatening a negative review to obtain a refund, discount or free work is misuse of these terms (clause 6.6).

13. General

13.1 Changes to these terms. If we change these terms, the new terms apply to bookings made after the change. They never change a booking you have already made.

13.2 Change of business. If our business changes its legal form (for example becomes a partnership or a limited company), we will tell you. If you do not want to continue with an existing booking, you can cancel it for a full refund.

13.3 Third parties. Only you and we can enforce this agreement.

13.4 If part of this agreement isn't valid, the rest still applies.

13.5 Law. The law of England and Wales applies. If you are a consumer living in Scotland or Northern Ireland, you may also bring legal proceedings in the courts of the country where you live.

PART 2 — HOME CUSTOMERS (RESIDENTIAL)

14. Who this Part applies to

This Part applies if you are booking for your own home and not for a business. It takes priority over Part 1.

15. Cancellation rights for home customers

15.1 Two types of booking. Your cancellation rights depend on when your appointment falls:

(a) Standard Booking — your appointment is after the end of your cancellation period. Clause 15.3 applies.

(b) Early Start Booking — your appointment is within your cancellation period and you have made an Early Start Request under clause 15.4. Clauses 15.5 to 15.7 apply.

15.2 Your cancellation period. You may cancel your contract without giving a reason within 14 days after the day it is made (clause 2.3). This applies to home customers however they book — online, by phone, by email or text, or after we have visited — and it applies whether or not the law gives the right in your particular case. It does not apply to urgent drainage visits you ask us to make, or to contracts agreed at your home for £42 or less.

15.3 Cancelling a Standard Booking. If you cancel a Standard Booking within your cancellation period, we refund all payments you have made within 14 days of the day you tell us, using the same payment method, with no charge.

15.4 Early Start Request. We will not carry out any work within your cancellation period unless you have made an Early Start Request. You make an Early Start Request:

(a) if you book online, by ticking the Early Start confirmation on our booking form or at checkout; or

(b) if you book by phone, email, text or in person, by confirming the Early Start Request in writing in reply to our booking confirmation.

The wording of the Early Start Request is set out in Schedule 3, Part B. Selecting an appointment 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 an Early Start Request, we will move your appointment to the first available date after your cancellation period ends.

15.5 Cancelling an Early Start Booking. If you cancel an Early Start Booking within your cancellation period:

(a) before we arrive at your property — we refund all payments you have made within 14 days of the day you tell us;

(b) after we have arrived, but before the work is finished — you must pay:

(i) the travel charge shown on your booking, if any (clause 2.1A);

(ii) the Attendance Charge (Schedule 7), which covers attending, setting up and any cleaning solution mixed for your job; and

(iii) for the work carried out up to the time you tell us you are cancelling, in proportion to the full work booked, calculated on the rest of the booking price;

and we refund any balance within 14 days of the day you tell us;

(c) after the work is finished — you have no right to cancel and no refund is due, except under clause 8.

The amount you pay under paragraph (b) will never be more than the price of the booking.

15.6 No full refund once we have arrived. Once we have arrived at your property for an Early Start Booking, you are not entitled to a full refund, whatever your reason for cancelling. Telling our team at the property to stop work, or refusing them access, counts as cancelling at that time. This clause does not affect your rights under clause 8 if the work has not been carried out with reasonable care and skill, or your rights if we cancel under clause 6. Repeatedly making Early Start Requests and then cancelling on arrival is misuse of these terms (clause 6.6).

15.7 When the right to cancel ends. For an Early Start Booking, your right to cancel ends when the work has been fully performed. You acknowledge this when you make your Early Start Request. Your rights under clause 8 are not affected.

15.8 How to cancel. Tell us clearly that you want to cancel — by email to info@shiningwindows.co.uk, by phone on 01604 263189 or 07852 734718, by post to the address above, in person to our team at the property, or by using the form in Schedule 3, Part A. To meet the deadline, you only need to send your message before the cancellation period ends.

15.9 Cancelling is not the same as moving your date. If you want a different date, see clause 7.2.

• 1 March: You book and pay online for a render soft wash on 30 March. This is a Standard Booking. Your cancellation period ends on 15 March.

• Up to 15 March: You can cancel for a full refund.

• From 16 March: clause 7 applies — move free with 72 hours' notice; cancelling with more notice costs £60 plus any committed hire costs; with less than 72 hours' notice, £60 (or the booking price if lower), not charged if we fill the slot; stopping us part-way through the job, the full price less any costs we save (clause 7.7).

• If instead you had booked for 5 March and ticked the Early Start confirmation, this would be an Early Start Booking, and clause 15.5 would apply if you cancelled.

16. Loyalty rewards

16.1 You earn 1 point for every £1 you spend on services with us, once you have a customer account.

16.2 Rewards, how to redeem them, and any expiry dates are shown in your account and on our Loyalty and Rewards page.

16.3 Points have no cash value and cannot be transferred.

17. Our promises to you

We will: arrive when agreed or tell you if we can't; protect your floors, plants and belongings; close gates behind us; send you confirmation and photos when we have finished; and never publish photos of your home that show your address, number plates, people or location.

18. Your rights in brief

PART 3 — BUSINESS CUSTOMERS (COMMERCIAL)

For businesses, landlords, organisations and public bodies. Written for procurement, finance and site managers.

19. Who this Part applies to

19.1 This Part applies where you book for a business, landlord, organisation or public body. It takes priority over Part 1. If the law treats you as a consumer (for example, some private landlords letting a room in their own home), you keep your consumer rights and Part 2 applies to you as well.

19.2 Part 2 (home customers) does not apply to business customers, but clause 9.1 does.

19.3 The person who books confirms they have authority to do so for the business.

19.4 Terms printed on your purchase order or other documents do not apply unless we agree them in writing.

20. Service orders

20.1 For regular or multi-site work, we agree a Service Order (Schedule 4) setting out the sites, services, frequency, standards, access arrangements and price. The Service Order takes priority over this Part for its own details.

20.2 For one-off jobs, our accepted quote acts as the Service Order.

21. Payment

21.1 Services are paid in advance unless the Service Order gives credit terms.

21.2 Where credit terms are agreed, invoices are due within 30 days of the invoice date.

21.3 Please raise any query about an invoice within 14 days of the invoice date. Any part of an invoice that is not in dispute must still be paid by the due date.

21.4 If a payment is late, we may claim under the Late Payment of Commercial Debts (Interest) Act 1998:

(a) interest at 8% a year above the Bank of England base rate, from the day after the due date until payment;

(b) fixed compensation for each late invoice under section 5A of the Act of £40 (debt under £1,000), £70 (£1,000 to £9,999.99) or £100 (£10,000 or more); and

(c) reasonable recovery costs above that fixed sum.

21.5 If an invoice is more than 14 days overdue, we may suspend services after giving 7 days' written notice. We are not responsible for losses caused only by services not being carried out during a suspension for non-payment.

22. Changes to the work

Changes to the scope, sites or frequency must be agreed in writing (email is fine) with your named contact before they take effect.

23. Sites, safety and access

23.1 You give us any site inductions, site rules and permits needed, and safe access to the areas we clean.

23.2 For non-domestic premises, you give us your asbestos information before we start, and tell us about any other known hazards (for example fragile roofs or overhead cables).

23.3 We provide our risk assessments and method statements before the first visit, or on request.

23.4 Where the building has its own access equipment (for example cradles, roof anchors or mansafe systems), you confirm it has been inspected and is safe to use. Where we hire powered access platforms, you confirm the ground conditions and any permissions needed.

23.5 You provide a water supply where agreed. We control run-off and dispose of waste lawfully as a registered waste carrier (CBDL622625). We do not discharge cleaning water or chemicals into surface-water drains.

24. Keys, alarms and security

If you give us keys, fobs or alarm codes, we record them, keep them secure, never copy them, and tell you straight away if any are lost.

25. Responsibility

25.1 Clause 9.1 applies.

25.2 Our total liability to you under each Service Order or job is limited to the limit of our public liability insurance (£10 million per claim) for property damage and injury, and to the price paid under that Service Order for other losses.

25.3 We are not responsible for loss of profit, business interruption, loss of rent or other indirect losses.

25.4 Each of us is responsible for the results of our own negligence.

26. Confidentiality and data

We each keep the other's confidential business information confidential. Where we handle personal data on your behalf (for example staff or visitor details for site access), we only use it to provide the services and keep it secure.

27. Subcontracting

We may use trusted subcontractors. We remain responsible for their work and require them to meet the same standards.

28. Ending the arrangement

28.1 Either of us may end a Service Order by giving 30 days' written notice.

28.2 Either of us may end it straight away if the other seriously breaks this agreement and doesn't put it right within 14 days of being asked in writing.

28.3 You pay for services carried out up to the end date.

29. Disputes

If a dispute arises, our named contacts will try to resolve it. If they can't within 14 days, we will try mediation before going to court, unless urgent action is needed.

30. General

This Part, Part 1 and the Service Order are the whole agreement between us for the services; neither of us relies on anything not written in them.

PART 4 — FACILITIES MANAGEMENT

For facilities managers, managing agents and multi-site clients.

31. Who this Part applies to

This Part applies where a Service Order is marked "Facilities Management". It adds to Parts 1 and 3.

32. Standards and inspection

32.1 Each Service Order sets out the services, frequency and standards for each site, agreed with you before work starts.

32.2 Unless the Service Order says otherwise, glass is inspected from 2 metres in normal daylight (not direct sunlight), and should be free from streaks, smears and residue across the central area of each pane.

32.3 Any areas we agree at joint inspection were not cleaned properly are re-cleaned at no cost within a timescale agreed in the Service Order.

33. Reporting

We give you a written report with dated photographs after each visit or at intervals agreed in the Service Order.

34. Reactive and drainage work

34.1 Additional or reactive work is carried out on request at the rates in the Service Order, when we have availability.

34.2 We do not provide guaranteed emergency response times. For our Emergency Drainage Service we attend as soon as we can and tell you when that will be.

35. Staff transfers

If either of us believes the transfer of staff rules (TUPE) may apply at the start or end of a contract, we will discuss it before the Service Order is signed. Any agreement between us about who bears the costs and liabilities of a staff transfer will be recorded in the Service Order.

36. Continuity

If illness or equipment failure affects a visit, we tell you as soon as possible and agree a new date. We may use a trusted subcontractor to cover.

PART 5 — LISTED AND HISTORIC BUILDINGS

For owners of listed buildings, buildings in conservation areas and older traditionally built properties, and their architects and advisers.

37. Who this Part applies to

This Part applies to listed buildings (Grade I, II* and II), buildings in conservation areas, and older traditionally built properties (generally before 1919) where we agree it applies. It adds to whichever of Parts 2, 3 and 4 applies.

38. Consent

38.1 Works that affect the character of a listed building may need listed building consent from the local council. Carrying out such works without consent can be a criminal offence for anyone who does them.

38.2 Before we start, you tell us whether the building is listed and give us a copy of any consent and its conditions, or written confirmation from you, your architect, surveyor or the council's conservation officer that consent is not needed for the work.

38.3 We do not use abrasive methods, high-pressure washing or strong chemicals on historic surfaces.

38.4 If we believe work may need consent that hasn't been confirmed, or the building fabric is more fragile than expected, we stop and talk to you. You pay only for work already done and any costs already committed.

39. Survey, trial area and method

39.1 We inspect and photograph the areas to be cleaned before starting.

39.2 We clean a small, discreet trial area first. We agree the result with you in writing before the rest of the work goes ahead, and it becomes the standard for the job.

39.3 We give you a written method statement (Schedule 8) setting out the method, products, pressures and temperatures, and how surrounding surfaces are protected.

39.4 We follow the principle of minimum intervention: the gentlest method that works. Specialist equipment, such as steam cleaning systems, is hired where suitable.

40. Condition of historic materials

Historic stone, brick, lime mortar, leaded glass and timber can have hidden weaknesses. Even gentle cleaning can loosen material that was already failing. If this happens, we stop and tell you. Provided we have used reasonable care and skill and followed the agreed method statement, we are not responsible for the loss of material that was already loose or failing.

41. Wildlife

If we find bats, nesting birds or other protected wildlife, we stop and tell you. You may need advice from an ecologist before work continues.

42. Records

We give you copies of the survey photos, trial area record and method statement for your building's records.

PART 6 — PRIVATE ESTATES AND HIGH-VALUE HOMES

For owners, family offices and estate managers.

43. Who this Part applies to

This Part applies where we agree in writing with you, your estate manager or family office to provide a private-estate service. It adds to whichever of Parts 2 to 5 applies.

44. Confidentiality

44.1 We keep your identity, your property, your routines, your security arrangements and anything we see or hear while working confidential, and do not share them without your written consent.

44.2 Nothing in this Part, or in any separate confidentiality agreement, stops anyone:

(a) reporting a crime, or giving information to the police or any other law enforcement body;

(b) getting advice from a lawyer;

(c) speaking to a regulated professional (such as a doctor or counsellor) or a victim support service;

(d) giving information to a regulator, the Criminal Injuries Compensation Authority or a court or tribunal;

(e) speaking to their child, parent or partner for support;

(f) making a protected disclosure (whistleblowing) as the law allows; or

(g) meeting any legal duty to disclose information.

45. Photographs

45.1 We take photographs only of the areas being cleaned, as a record of the work. We avoid anything else — interiors, people, vehicles, security equipment or views of the property.

45.2 These photographs are never used for marketing.

45.3 They are stored securely and deleted 18 months after our last visit, unless they are needed for an open dispute.

46. Access and security

46.1 Only named team members attend, and we tell you in advance who is coming.

46.2 We follow your sign-in, access route and restricted-area arrangements.

46.3 We hold keys and alarm codes only by specific agreement. Keys are never labelled with your address. Any loss is reported to you immediately.

46.4 Everyone who attends has had a background check.

46.5 We confirm unusual instructions, or any change to payment details, by phone with a contact we already know.

47. Walk-through before the first visit

Before our first visit, we walk the work areas with you or your estate manager and record any high-value or fragile features, finishes, alarm zones and pets.

48. High-value features

Please tell us about any unusually valuable or irreplaceable features in or near the work area. We confirm in writing before starting whether our insurance covers them, or agree how they will be protected or excluded.

49. Reporting incidents

We report anything unusual — damage, a lost key, a security concern or a message sent to the wrong person — to you the same day.

SCHEDULES

Schedule 1 — Service sheets

Each service sheet sets out what is included, what isn't, what we need from you and any specific risks. The sheet for your booking is sent with your confirmation. In every case, we remain responsible for any damage caused by our own lack of care.

S01 Window cleaning. Included: glass, frames and sills on the agreed sides. Not included: paint, cement, plaster or sticker residue; scratches; condensation inside double glazing. You: close windows, doors and vents; unlock gates. Note: on very dirty glass, spotting can appear after the first clean with purified water and clears with regular cleaning.

S02 Solar panel cleaning. Included: pure-water cleaning of accessible panels and frames. Not included: electrical work, inverter faults, cracked or damaged panels, bird-proofing unless quoted. You: tell us the make or installer if known. Never carry out electrical work yourself.

S03 Driveway cleaning. Included: surface cleaning and rinse; re-sanding if quoted. Not included: relaying sunken blocks, guaranteed removal of oil stains, weed roots below the joints, sealing unless quoted. You: move vehicles the night before; clear pots and furniture.

S04 Patio cleaning. As S03. Natural stone is cleaned at low pressure; we test a small area first. Frost-damaged stone may flake.

S05 Pressure washing. Included: the agreed surfaces at a pressure suited to each surface. Not included: repointing or repairs. Note: loose pointing or joint sand that was already failing may wash out; we tell you if we see this before starting. Historic surfaces are not pressure washed (Part 5).

S06 Decking cleaning. Included: cleaning of timber or composite decking; treatment only if quoted. Not included: repair of rotten or splintered boards; restoring the colour of weathered timber.

S07 Conservatory cleaning (outside). Included: roof panels, gutters, finials, frames and side glass. Not included: leaks from failed seals or flashing; yellowed polycarbonate; repairs. We never walk on roof panels.

S08 Conservatory cleaning (inside). Included: internal glass, frames and roof panels within safe reach. You: clear sills and move small items; an adult present. We protect the floor.

S09 Atrium cleaning. Included: atrium glazing as set out in your quote or Service Order. You: tell us about access equipment and floor loading limits. Access equipment is hired where needed.

S10 Velux and roof window cleaning. Included: outside glass and frame. Not included: blind or seal replacement; internal condensation.

S11 Skylight cleaning. As S10. Perished flashing may leak whether or not it is cleaned; we report what we see.

S12 Orangery cleaning. As S07, including timber and lantern roofs. We do not pressure wash painted timber.

S13 Internal glass cleaning. Included: internal windows, glass partitions, balustrades and wall-fixed mirrors. Not included: moving large mirrors or glass furniture; high internal glass needing access equipment unless quoted.

S14 uPVC cleaning. Included: frames, doors and trims. Not included: reversing sun-bleaching or yellowing; repairing brittle trims. Please tell us about loose trims.

S15 Cladding cleaning. Included: low-pressure cleaning suited to the cladding type. You: tell us the cladding type and any manufacturer cleaning guidance. Note: we use low pressure to avoid driving water into joints.

S16 Fascia and soffit cleaning. Included: fascias, soffits, gutter fronts and downpipes; gutter clearing if quoted. Not included: repairs to boards, vents or gutters; removing nests. Nesting birds are protected by law; we work around them or come back later.

S17 Soft washing. Included: low-pressure application of a cleaning or biocidal solution, dwell time and rinse. You: keep windows and doors closed throughout; keep pets and children indoors; tell us about ponds, fish, edible plants and new lawns. Note: some organic staining fades over days or weeks rather than immediately.

S18 Garden furniture cleaning. Included: cleaning of furniture grouped in an agreed area. Not included: refinishing, oiling or repair.

S19 Swim spa cleaning. Included: shell and cover cleaning; drain and refill if quoted. Not included: electrical, heater, pump or filter repairs; water chemistry beyond the clean. You: switch the unit off at its own isolator as the manufacturer instructs.

S20 Swimming pool cleaning. Included: tile line, surround and surfaces as quoted. Not included: plant room, filtration, chemical balancing or leaks.

S21 Emergency drainage. Included: clearing surface water or blockages in accessible gutters, gullies and drains as quoted, with a photo report. Not included: repairs to collapsed or root-damaged pipes, public sewers, or digging. We attend as soon as we can but do not guarantee response times. Urgent visits you ask for are not covered by the 14-day cancellation right (clause 15.2); extra non-urgent work agreed on the visit is.

S22 Hot tub cleaning. Included: drain, clean shell and filters, flush lines, refill. Not included: shell cracks, plumbing leaks or electrical faults. You: access to the isolator and a water supply.

S23 Brickwork cleaning. Included: removal of soiling, growth and salt deposits by the agreed method. Not included: repointing or replacing damaged bricks. We test a small area first. We recommend repointing badly eroded mortar before cleaning.

S24 Render cleaning. Included: soft washing or low-pressure cleaning of render. Not included: crack repairs, blown render or colour change from ageing. We follow the render manufacturer's guidance where known.

S25 Tennis court cleaning. Included: surface cleaning and moss or algae treatment as quoted. Not included: surface repairs, recolouring, line marking or drainage faults. You: remove nets and equipment; tell us the surface type. Note: cleaning improves grip but we cannot guarantee a non-slip surface.

Schedule 2 — Information we give you before you book

Our identity and contact details · a description of the service · the total price · how and when you pay · when the work will be carried out · your right to cancel within 14 days and how to use it (clause 15 and Schedule 3) · the difference between a Standard Booking and an Early Start Booking · that we only start within the 14 days if you make an Early Start Request · that if you cancel an Early Start Booking after we arrive, you pay the travel charge, the Attendance Charge and for the work carried out, and that you are not entitled to a full refund · that once the work is complete you can no longer cancel · our complaints process · our insurance.

Schedule 3 — Cancellation form and Early Start Request

Part A — How to cancel. You have the right to cancel this contract within 14 days without giving any reason. The cancellation period ends 14 days after the day the contract is made. To cancel, tell us of your decision by a clear statement (for example a letter by post or an email). You may use this form, but you don't have to. To meet the deadline, you only need to send your message before the cancellation period ends.

Effects of cancellation. If you cancel, we refund all payments received from you without undue delay and not later than 14 days after the day we are told of your decision. We use the same payment method you used, unless you agree otherwise, and you won't pay any fees for the refund. If you asked us to begin the services during the cancellation period, you pay us an amount in proportion to what has been carried out until you told us you were cancelling, compared with the full service.

Model cancellation form (complete and return this form only if you wish to cancel the contract)

To: Shining Windows (Matthew Kenneth McDaid), The Firtrees, 6 Wood Lane, Hartwell, Northampton, NN7 2HG · info@shiningwindows.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*],

Ordered on [*] / received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Part B — Early Start Request. This is the confirmation you give — by ticking the Early Start confirmation on our booking form or at checkout, or by replying to our booking confirmation — if you want your appointment within your cancellation period:

"I ask Shining Windows to carry out my booked service within my 14-day cancellation period. I understand that if I cancel after Shining Windows has arrived at my property, I must pay the travel charge (if any), the Attendance Charge and for the work carried out up to that time, and that I will not receive a full refund. I understand that I will lose my right to cancel once the work has been fully performed."

Schedule 4 — Service Order (business and facilities management)

Schedule 5 — Code of Conduct

5.1 Our promise. We communicate politely and professionally, respect your property and privacy, and keep to this agreement.

5.2 What we ask of you. Please communicate politely, keep the work area safe, and raise any problem through clause 8.

5.3 What we won't accept. Harassment, abuse, threats, intimidation or discrimination towards our team — in person, by phone, by message or online — and any attempt to obtain a refund, discount or free work by threats (clause 6.6).

5.4 What we do if it happens. Depending on how serious it is, we may give a warning, stop work and leave the site, or end the agreement. Clause 10.3 applies to payment. We may report threats or violence to the police.

5.5 Ending an arrangement for breach. For ongoing arrangements, either of us may give written notice of a serious breach. If it isn't put right within 7 days, the arrangement can be ended. Violence or serious threats end it straight away.

Schedule 6 — Weather and working conditions

The figures below are a guide. The person doing the work makes the final decision on site, based on the conditions at the time (Work at Height Regulations 2005, regulation 4(3)).

Schedule 7 — Fees

Schedule 8 — Heritage method statement record

Property and listing grade · consent reference or written confirmation that consent isn't needed (and who gave it) · areas to be cleaned · survey findings and photos · trial area location, method and date · trial result agreed by (name, date) · method: equipment, products, dilution, pressure, temperature, dwell time · protection of surrounding surfaces, plants and wildlife · run-off and waste arrangements · stop conditions · signed for the client and for Shining Windows.

Schedule 9 — Records we keep

Your booking or quote · your acceptance · the version of these terms that applied · any Early Start Request, with the date and time it was made · arrival time · time of any cancellation · confirmation messages · before and after photographs · completion message · any complaint and our reply · payment record. Kept for 18 months after your last visit, or longer if needed for an open dispute. Financial records are kept for as long as HMRC requires. See our Privacy Policy.

Schedule 10 — Laws referred to (in plain English)

• Consumer Rights Act 2015 — services must be carried out with reasonable care and skill; what we tell you is binding; your remedies if something goes wrong; unfair terms don't bind consumers; unclear terms are read in the consumer's favour.

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — the 14-day right to cancel, the information we must give you, and the rule that we can only start within 14 days if you expressly ask.

• Digital Markets, Competition and Consumers Act 2024 — fair trading, clear total prices and honest reviews.

• Consumer Rights (Payment Surcharges) Regulations 2012 — no extra charges for paying by card.

• Late Payment of Commercial Debts (Interest) Act 1998 — interest and fixed compensation on late payments between businesses.

• Unfair Contract Terms Act 1977 — reasonable limits on liability between businesses.

• Planning (Listed Buildings and Conservation Areas) Act 1990 — consent for works to listed buildings.

• Work at Height Regulations 2005 and Health and Safety at Work etc. Act 1974 — safe working.

• Control of Asbestos Regulations 2012 — managing asbestos in non-domestic buildings.

• Water Industry Act 1991 — hosepipe bans.

• UK GDPR, Data Protection Act 2018 and Data (Use and Access) Act 2025 — your personal information.

• Wildlife and Countryside Act 1981 and Conservation of Habitats and Species Regulations 2017 — protected birds, bats and wildlife.

• Victims and Prisoners Act 2024 — confidentiality cannot stop victims of crime seeking help.

• Employment Rights Act 1996 — confidentiality cannot stop protected disclosures (whistleblowing).

• Employment Rights Act 2025 — employers' duties to protect staff from harassment, including by third parties (from 30 October 2026).

• Transfer of Undertakings (Protection of Employment) Regulations 2006 — staff transfers when contracts change hands.

• Fraud Act 2006 — fraud by false representation, including knowingly false statements made to obtain a refund.

Schedule 11 — Words we use

Business customer — anyone booking for a business, landlord, organisation or public body, unless the law treats them as a consumer.

Cancellation period — 14 days after the day your contract is made (clause 2.3).

Consumer / home customer — an individual booking wholly or mainly outside their trade or business.

Attendance Charge — the charge in Schedule 7 for attending your property, setting up and preparing any cleaning solution for your job; it is included in the price of every booking.

Early Start Booking — a booking whose appointment falls within your cancellation period, for which you have made an Early Start Request.

Early Start Request — your express request for us to carry out the work within your cancellation period, made as set out in clause 15.4 and Schedule 3, Part B.

Standard Booking — a booking whose appointment falls after the end of your cancellation period.

In writing — includes email and text.

Friendly fraud — disputing a payment with a bank or payment provider on grounds the person knows to be untrue (clause 6.6(c)).

Misuse — knowingly or deliberately using this agreement, our booking system or a payment process to obtain a benefit you are not entitled to (clause 6.6).

Package or plan — several visits bought together.

Quote — our written price and description of the work.

Service Order — the document setting out regular or multi-site work for a business customer (Schedule 4).

QUESTIONS PEOPLE ASK

"Can I cancel?" Standard Booking (appointment after your 14 days): yes, for any reason, with a full refund, within 14 days of booking. Early Start Booking (you asked us to come within your 14 days): full refund only if you cancel before we arrive; after we arrive you pay the travel charge, the Attendance Charge and for the work done (clause 15.5). After the 14 days: clause 7 applies.

"What if it rains?" Light rain doesn't stop window cleaning. If weather makes the work unsafe, your payment stays as credit and you rebook. If we can't offer a date within 28 days, you can have a refund.

"What if I'm not happy with the clean?" Tell us as soon as you can — ideally within 24 hours, so we can see it before the weather changes it — but tell us even if it's later. We come back free. If that doesn't fix it, we agree a fair reduction up to a full refund.

"Will you post photos of my house?" Only of the cleaned surfaces, never showing your house number, number plates, people or location. Email us and we won't use them or will take them down. Private-estate photos are never used.

"Do you charge for paying by card?" Never.

"Why do I have to pay in advance?" So we can commit the day, fuel and hired equipment to your job. Your cancellation rights, your right to have poor work put right, and your card protection all still apply.

"Why is there a £60 charge?" Only for short-notice cancellations (under 72 hours), no access on the day, or cancelling outright after 14 days. It covers our unavoidable loss, is never more than your booking price, and isn't charged for short-notice changes if we fill your slot.

"I'm a landlord — which rules apply to me?" Usually Part 3 (business). If the law treats you as a consumer, you keep your consumer rights. See clause 19.1.

"My building is listed. What do I need to do?" Tell us before we start, and give us the consent or written confirmation that consent isn't needed. See Part 5.

"Who do I contact?" info@shiningwindows.co.uk · 01604 263189 · 07852 734718 · The Firtrees, 6 Wood Lane, Hartwell, Northampton, NN7 2HG.

"What counts as misuse?" Deliberate conduct only: knowingly false payment disputes, false complaints or damage claims, repeated booking and cancelling, or threats to get money back. Honest complaints, cancellations and disputes never count (clause 6.8).

"Where can I get independent advice?" Citizens Advice consumer helpline: 0808 223 1133.

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.