PRIVACY POLICY
Our Policies & Terms
The Shining Windows Service Agreement This document is our main service contract, and by booking a service, you agree to its terms. It provides a clear and detailed explanation of our mutual responsibilities, covering everything from the validity of your quote and our standard of work to your responsibilities in providing a safe working environment. We recommend reading this to fully understand the legal framework of the service we provide.
Your Partnership with Shining Windows This guide is primarily for our commercial and facilities management clients. It explains our commitment to a clear and transparent partnership, detailing how our professional invoices are structured and the promises we make under our Service Level Agreement (SLA). Here, you can learn about our Key Performance Indicators (KPIs) for on-time service and quality, as well as our service credit guarantee.
Service Delivery Policy This policy explains what you can expect on the day of your service. It covers our operational areas , and clarifies that while we schedule for a specific date, our arrival time is an estimate as we are a mobile service subject to variables like traffic. It also outlines our process for postponing a service due to circumstances beyond our control, such as adverse weather , and details your obligation to provide safe and clear access to your property for our team.
Refund and Rectification Policy Your satisfaction is our priority. This policy is built around the "Right to Rectify," which is your primary legal remedy and our first commitment. If you have a genuine concern with our work, this document outlines the simple process for notifying us with photographic evidence. If your complaint is valid, we will arrange a return visit to re-clean the specific areas of concern at no extra cost. This policy also explains your statutory 14-day "cooling-off" cancellation rights for services booked online
Data Protection and Privacy Policy We are committed to protecting your privacy and handling your data securely. This policy explains what personal data we collect (such as your name, address, and email) and clarifies that we only use it for the purpose of providing our service to you. We will never sell your data , and this document details your legal rights under UK GDPR, including your right to access or request correction of your personal data.
Cookie Policy This policy explains how our website uses small text files called "cookies" to function correctly and improve your online experience—for example, by allowing our shopping cart to work. In line with UK regulations, we operate on a principle of explicit consent. This means when you first visit our site, we will ask for your permission before placing any cookies that are not "Strictly Necessary" for the website to operate.
Acceptable Use Policy (AUP) The purpose of this policy is to ensure our website, online booking system, and communication channels remain a safe and professional environment for both our customers and our staff. By using our online platform, you agree not to use it for any unlawful or fraudulent purpose, such as making a booking with no intention of paying , scraping our data for commercial use , or engaging in abusive behaviour towards our staff.
Our Help Centre Philosophy We believe an empowered customer is our best customer. This document explains our commitment to "Radical Transparency". It details how every answer in our Help Centre is built on decades of real-world experience and expertise. Our goal is to provide you with the unvarnished truth about what our services can and cannot achieve, so you can make a genuinely informed decision about caring for your property