Service Delivery Policy

Shining Windows - Service Delivery Policy
Clause 43: Our Service Area
43.1. We are a mobile cleaning company providing services to clients at their properties. Our primary operational areas are
Northamptonshire and the surrounding regions, including Milton Keynes and Bedfordshire. Our online booking system will confirm if
your specific postcode is within our service area.
Clause 44: Scheduling & Arrival Times
44.1. Our delivery is the arrival of our team to perform your booked service.
44.1.1. Booking: All services are scheduled for a specific date either through our online booking system or by direct
agreement.
44.1.2. Arrival Window: All dates and arrival times provided are good-faith estimates. As a mobile service, we are subject
to real-world variables like traffic and unforeseen overruns at previous jobs. For this reason, all arrival times should be
considered an estimated window, not a fixed appointment. Time shall not be of the essence for the performance of our
services.
44.1.3. Communication: We are committed to clear communication. We will typically send an SMS when we are on our
way, and we will always endeavour to notify you of any significant delays.
Clause 45: Service Postponement (Force Majeure)
45.1. In certain situations beyond our control, we may be forced to postpone the delivery of your service. This is not a cancellation,
but a rescheduling to the next reasonably available date. A postponement for these legitimate reasons does not constitute grounds
for a refund.
45.2. These situations include:
45.2.1. Adverse Weather: We will not work in conditions that are unsafe for our team, such as high winds, heavy rain, or icy
conditions. This is in accordance with our legal duties under the Health and Safety at Work etc. Act 1974.
45.2.2. Critical Equipment Failure: An unexpected and total breakdown of our primary vehicle or essential machinery.
45.2.3. Proprietor's Health: A sudden, debilitating illness affecting the proprietor, which is a necessary "reasonable
adjustment" under the Equality Act 2010.
Clause 46: Client's Delivery Obligations (Access to Property)
46.1. For us to deliver our service, you must provide safe and unobstructed access to the work area.
46.1.1. Exterior Access: Please ensure all gates are unlocked and pathways are clear. If we cannot access a part of your
property, we will clean the accessible areas only, and the full price will remain due.
46.2. Interior Access: For interior cleaning, you or a trusted representative must be present at the property for the entire
duration of the service to grant access. You are also responsible for preparing the interior work area as detailed in our main
Service Agreement. Failure to provide access or a prepared space means the service cannot be delivered, and the full fee
will remain due.