TERMS AND CONDITIONS
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.
The Shining Windows Service Agreement
The Shining Windows Service Agreement & Company Policy Contract 2025 Version: 10.0 (Final Comprehensive Edition) Effective Date: 7 September 2025 PART 1: GENERAL PROVISIONS & DEFINITIONS Clause 1: Commencement, Citation & Interpretation 1.1. Citation: The: The Shining Windows Service Agreement & Company Policy Contract 2025 shall be cited in its entirety as The Shining Windows Service Agreement & Company Policy Contract 2025 • 1.2. The Company: The legal entity you, the Client, are entering into this binding agreement with is Matthew McDaid, trading as Shining Windows ("the Company," "we," "us"), whose principal place of business is The Firtrees, 6 Wood Lane, Hartwell, Northampton, Northamptonshire, NN7 2HG. • 1.3. Interpretation: All terms used throughout this contract shall have the meanings ascribed to them in Schedule 2 (Glossary of Defined Terms). This contract shall be governed by and construed in all respects in accordance with the laws of England and Wales. Clause 2: Formation & Scope of the Service Agreement The Purpose of This Section: This section provides an exhaustive explanation of the precise legal mechanism by which a formal, binding contract is created between the Company and the Client. This is the foundational step that gives legal effect to all subsequent terms. • 2.1. The Entire Agreement: This contract, in conjunction with the specific Quote provided to the Client, constitutes the entire and exclusive agreement between the parties. o 2.1.1. Legal Explanation: This is an "Entire Agreement" clause. Its legal function is to prevent either party from claiming that a statement or promise made during prior informal discussions (such as phone calls or emails) is part of the contract. It ensures that the only legally binding promises are the ones written down in this document and the associated Quote, providing certainty for both you and us. • 2.2. Formation of a Legally Binding Contract: A contract governed by this contract is formed exclusively upon the occurrence of one of the following events: o (a) For Residential Clients: The receipt by the Company of full, cleared, advance payment for the quoted Service. o (b) For Commercial or Facilities Management Clients: The receipt by the Company of a formal written instrument (including a clear and unambiguous email) from an authorised representative of the Client that explicitly accepts the Quote. o The Legal Significance: This clause defines the point of "offer and acceptance." Your payment or written acceptance is the legal "acceptance" of our "offer" (the Quote). It is at this moment that our agreement becomes an enforceable contract, and you formally agree to be bound by every term contained within this contract. • 2.3. Incorporated Policies: This Agreement legally incorporates by reference the full text and meaning of the policies contained within its Schedules. You, the Client, explicitly acknowledge and warrant that you have read, understood, and agree to be bound by the Fair Work, Fair Play & Fair Reviews Policy as detailed in its entirety in Schedule 3. Clause 3: Pricing, Quotations & Financial Provisions • 3.1. Validity of Quotations: All Quotations issued by the Company shall be valid for a period of thirty (30) calendar days from the date of issue. • 3.2. Basis of Quotations: Quotations are calculated based on the information provided by you. Should the scope of work (e.g., number of windows, extent of soiling) or property conditions be found to be materially different from the information upon which the Quote was based, the Company reserves the right, at its sole discretion, to issue a revised Quote or to withdraw from the Service without liability. Clause 4: Scheduling, Timings & Service Delivery The Purpose of This Section: This section sets out our professional commitment and defines the legal standard of our work. It also provides a realistic and legally sound framework for the practicalities of a mobile service. • 4.1. Standard of Care: The Company warrants, as a primary and non-negotiable term of this Agreement, that it shall perform all Services with the standard of "reasonable care and skill". o The Law States (Consumer Rights Act 2015, Section 49 - Service to be performed with reasonable care and skill): “(1) Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill. (2) See section 54 for a consumer’s rights if the trader is in breach of this term.” o What this means for you: This is your most important legal guarantee. The law automatically writes this promise into our contract. It means you are legally entitled to a standard of work consistent with that of a competent and professional tradesperson in our industry. • 4.2. Scheduling & Timings: All dates and arrival times are provided as good-faith estimates. Time shall not be of the essence for the performance of the Services. We shall not be liable for any loss or inconvenience caused by a Foreseeable Delay (e.g., traffic) and will communicate any significant delays to you. • 4.3. Cleaning vs. Restoration: We provide a professional cleaning service, not a restoration service. The final result is contingent upon the age, material, and pre-existing condition of the surfaces. o An analogy to explain: Think of it like washing a vintage car. A professional wash will make it shine, but it will not repair existing stone chips or scratches. Our service removes accumulated dirt, which can sometimes make pre-existing wear and tear more visible. Clause 5: Client Obligations, Warranties & Indemnities The Purpose of This Section: This section details your legal and practical responsibilities. Fulfilling them is essential for us to carry out the work safely and effectively, and for the protection of your property. • 5.1. Duty to Provide Safe Access & Environment: o 5.1.1. You have a statutory duty of care to ensure the Property is a safe working environment for all visitors. ▪ The Law States (Occupiers' Liability Act 1957): This Act places a "common duty of care" on property owners to "take such care as in all the circumstances of the case is reasonable to see that the visitor will be reasonably safe in using the premises for the purposes for which he is invited..." ▪ What this means: The law requires you to take reasonable steps to ensure our team will not be injured by hazards on your property. This includes securing pets and children away from the work area. o 5.1.2. For All Interior Work: You must prepare the areas before our arrival. This includes clearing all items from window sills, moving furniture to provide clear access, and protecting any nearby valuable items. o 5.1.3. Client Presence for Interior Work: For any Services requiring us to enter your property, you or a trusted adult representative must be present for the entire duration. • 5.2. Consequences of Breach of Obligation: o 5.2.1. If we are unable to perform the Service due to your failure to meet these obligations, the full Price shall remain payable. o 5.2.2. We reserve the absolute right to refuse or cease work if the Property is deemed unsafe or the environment is hostile. ▪ The Law States (Health and Safety at Work etc. Act 1974): This Act gives workers the right to withdraw from a situation of serious and imminent danger. It also places a duty on us not to put our staff in unsafe conditions. Clause 6: Service Limitations & Exclusion of Liability • 6.1. Pre-Existing Conditions: We are not liable for any pre-existing damage, defects, or wear which may become more apparent after cleaning (e.g., scratches, degraded seals, flaking paint). • 6.2. Specific Exclusions of Liability: o 6.2.1. Water Ingress: It is your sole responsibility to ensure all windows and vents are securely closed. We are not liable for water ingress caused by faulty or degraded seals. o 6.2.2. Interior Work: We shall not be held liable for damage to items you have failed to move or protect as required by Clause 5.1.2. Clause 7: Cancellation, Postponement & Statutory Rights The Purpose of This Section: This section explains your powerful legal rights to cancel an agreement made online, as these are a cornerstone of modern consumer protection. • 7.1. Client-Initiated Postponement: To postpone a scheduled Service, you must provide a minimum of twenty-four (24) hours' written notice. Failure to do so will result in the forfeiture of the full Service Price. • 7.2. Statutory Cooling-Off Period & Express Request for Early Service (Residential Clients): o The Law States (Consumer Contracts Regulations 2013, Regulation 36 & 37): “If the consumer makes an express request... the consumer must pay to the trader an amount for the supply of the service for the period for which it is supplied... The consumer loses the right to cancel... if the service is fully performed, and performance began with the consumer’s prior express consent and with the acknowledgement that the consumer would lose the right to cancel once the contract had been fully performed.” o What this means in plain English: You have a 14-day right to cancel. However, if you book a service date within that period, the law sees this as your "express request" to start early. By doing so, you acknowledge that if the job is fully completed, your right to cancel is lost. Clause 8: Complaints, Disputes & Rectification Procedures The Purpose of This Section: This section outlines the clear, fair, and legally compliant process for raising any concerns with our service. • 8.1. Formal Complaints Procedure: Any grievance relating to the quality of the service must be submitted in writing, with clear, dated photographic evidence, "Any grievance relating to the quality of the service must be submitted in writing, with clear, dated photographic evidence, as soon as reasonably possible after the issue is discovered. "This is a condition of the contract, necessary for a fair investigation before the surfaces are altered by the environment. • 8.2. Company's Right to Rectify: o The Law States (Consumer Rights Act 2015, Section 55 - "Right to repeat performance") This gives a trader the right to perform the service again if it was not carried out with reasonable care and skill. o What this means: "If your complaint is valid, our primary legal obligation is for us to arrange a return visit to re-clean the specific areas of concern at no extra cost." • 8.3. Customer Remedies: If a complaint is found to be valid, your primary remedy will be a repeat performance of the Service, where we will re-clean the specific areas of concern at no extra cost. In the event that a repeat performance is not possible or fails to resolve the issue, you may be entitled to a price reduction in accordance with your statutory rights." Clause 9: Force Majeure & Frustration of Contract The Purpose of This Section: This is a standard legal clause that covers what happens if we are prevented from carrying out the service due to a major, unforeseen event that is genuinely outside of our control. • 9.1. Definition of a Force Majeure Event: A "Force Majeure Event" is any event or circumstance beyond the reasonable control of the Company which prevents or delays the performance of its obligations, including but not limited to adverse weather, critical equipment failure, or a sudden, debilitating illness affecting the proprietor. • 9.2. Proprietor's Health: The proprietor is officially recognised by the DWP as having Limited Capability for Work (a protected characteristic). A postponement for a legitimate health reason is therefore a necessary "reasonable adjustment". o The Law States (Equality Act 2010): This Act requires service providers to make "reasonable adjustments" to their policies and practices to accommodate disability. Your acceptance of a rescheduled appointment offered in good faith is such an adjustment. • 9.3. Consequences: In the event of a Force Majeure, our sole obligation is to contact you to notify you of the situation and to reschedule the Service for the next reasonably available date. This does not constitute grounds for a refund. Clause 10: Data Protection & Privacy • 10.1. Compliance with Statutory Duties: The Company is a Data Controller and warrants that it will process all personal data in strict accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR). The lawful basis for processing Client data is for the "performance of a contract". • 10.2. Privacy Policy: Full details of how the Company collects, uses, and protects data are contained within the Company's Privacy Policy, which is available on our website. Clause 11: Intellectual Property & Confidentiality • 11.1. Intellectual Property: All intellectual property rights arising out of or in connection with the Services shall be owned by the Company, including copyright in any photographs or videos taken of the completed work for marketing and evidential purposes. • 11.2. Confidentiality: Both parties undertake not to disclose any confidential information concerning the business or affairs of the other party, except as required by law. Clause 12: General Provisions • 12.1. Severability: If any provision of this Agreement is found by any court to be invalid or unenforceable, it shall be deemed deleted, but the rest of the Agreement shall remain in full force and effect. • 12.2. Third-Party Rights: This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999. PART 2: RESIDENTIAL SERVICE CONTRACTS • Clause 13: Application & Precedence: The terms in this Part 2 apply exclusively to Services provided to a private individual ("Residential Client"). • Clause 14: Payment & Booking Confirmation: All Services for Residential Clients must be paid for in full and in advance to confirm a booking. No obligation to perform the Service exists until cleared funds have been received. PART 3: COMMERCIAL & CORPORATE SERVICE CONTRACTS • Clause 16: Application & Precedence: The terms in this Part 3 apply exclusively to Services provided to a business, company, or other commercial entity ("Commercial Client"). • Clause 17: Invoicing, Credit & Late Payment: Unless otherwise agreed, payment terms are thirty (30) days from the date of the invoice. The Company reserves all statutory rights under the Late Payment of Commercial Debts (Interest) Act 1998. Schedule 1: Index of Cited Legislation & Statutory Instruments • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 • Consumer Rights Act 2015 • Contracts (Rights of Third Parties) Act 1999 • Data Protection Act 2018 • Digital Markets, Competition and Consumers Act 2024 (DMCC) • Equality Act 2010 • Health and Safety at Work etc. Act 1974 (HASAWA) • Late Payment of Commercial Debts (Interest) Act 1998 • Malicious Communications Act 1988 • Occupiers' Liability Act 1957 • Protection from Harassment Act 1997 • UK General Data Protection Regulation (UK GDPR) Schedule 2: Glossary of Defined Terms • Contract: Shall mean this entire document in its totality, entitled The Shining Windows Service Agreement & Company Policy Contract 2025. It serves as the single, authoritative, and legally binding contract, setting forth the complete terms that govern the relationship between the Company and the Client, superseding all prior agreements. • Client: The person, business, or entity engaging the Company's services. • Company: Matthew McDaid trading as Shining Windows. • Force Majeure Event: An event beyond the reasonable control of the Company, as defined in Part 1, Clause 9. • Property: The physical location where Services are to be performed. • Quote: The formal written offer detailing the scope of work and Price. • Service: The specific cleaning or maintenance work to be performed by the Company. Schedule 3: Fair Work, Fair Play & Fair Reviews Policy This policy is a legally binding component of the Service Agreement. 1. Mutual Code of Conduct: You are required to provide a safe working environment. We welcome and encourage all honest customer feedback. If you experience an issue with our service, we kindly request that you use the formal complaints procedure outlined in Clause 8 to give us the opportunity to resolve it fairly. We operate on the principles of fairness and trust, and simply ask that any reviews you choose to leave in the public domain are truthful and factually accurate. o The Law States (Protection from Harassment Act 1997): This Act makes it unlawful to pursue a "course of conduct which amounts to harassment of another." If our staff are subjected to harassment, we will terminate the service immediately, and the full fee will remain due. 2.Consumer Reviews, Defamation & The Law: We have a zero-tolerance policy for malicious and untruthful reviews. o It is unlawful under the Digital Markets, Competition and Consumers (DMCC) Act 2024 to write a review that omits material information, thereby presenting a distorted or misleading account. o A public review with false statements that causes serious harm to our business is an act of libel. o Baseless accusations of criminal behaviour may constitute a criminal offense under the Malicious Communications Act 1988 and will be reported to the police.
Your Partnership with Shining Windows
Your Partnership with Shining Windows A Guide to Our Invoices & Service Promise Thank you for choosing Shining Windows as your strategic partner for property care. We believe a strong partnership is built on clarity and trust. This guide explains our professional invoicing process and our formal Service Level Agreement (SLA)—our promise to you about the standards of quality and reliability you will receive. Understanding Your Invoice We are committed to clear and transparent billing. Every invoice you receive from us will be easy to understand and will contain all the legally required information, ensuring a simple process for your accounts department. You can always expect to see: • Full Company & Client Details: Our official business information and the specific client and site address for the work completed. • A Unique Invoice Number: For easy tracking and reference against your service orders. • Clear Dates: The date the invoice is issued, the service period it covers, and the payment due date. • An Itemised List of Services: A detailed breakdown of every service performed, so you know exactly what you are paying for. • Clear Payment Terms & Methods: All the information you need to process the payment, including our bank details. Our Service Promise to You: The Service Level Agreement (SLA) For our ongoing commercial and FM partnerships, we operate under a Service Level Agreement (SLA). What is an SLA? It’s our formal, written promise to you. It moves beyond a simple verbal agreement and defines, in measurable terms, the exact standards of quality and reliability you can expect from us month after month. It is our commitment to delivering professional excellence. Our Performance Pledges (KPIs) We measure our performance against three key promises, known as Key Performance Indicators (KPIs). • On-Time Service: We pledge that 98% of all scheduled cleaning visits will be completed within the agreed-upon week. We understand your operations depend on our reliability. • A Perfect Finish: We pledge to meet a consistent quality standard. All cleaned surfaces will be free from visible streaks, smears, and residue when viewed from a distance of 2 meters in normal daylight. • Responsive Communication: We pledge to be here when you need us. We will acknowledge any service-related query or support request you send via email within 4 business hours. Our Service Guarantee: Accountability in Action We stand by our promises. Our SLA is backed by a straightforward service guarantee. If we ever fail to meet our "On-Time Service" pledge in a given month, you will automatically receive a 5% service credit on your next month's invoice. It’s our way of holding ourselves accountable and ensuring you always receive the full value you expect from a professional partner. A Partnership for Success A great result relies on a good partnership. • Our Role: We will always provide trained, insured, and professional staff who will perform all work safely and to the high standards outlined in this agreement. • Your Role: Your responsibility is to ensure our team has safe and clear access to the required work areas on the scheduled days, allowing us to work efficiently and effectively. Fairness and Transparency Our service guarantee applies to all aspects of our work that are within our control. The guarantee does not apply if we are prevented from completing our work by events beyond our reasonable control, such as severe weather, critical equipment failure, or if we are unable to gain access to your site on the scheduled day.
Service Delivery Policy
Shining Windows - Service Delivery Policy Effective Date: 7 September 2025 Version: 1.0 1. Our Service Area 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. 2. Scheduling & Arrival Times Our delivery is the arrival of our team to perform your booked service. • Booking: All services are scheduled for a specific date either through our online booking system or by direct agreement. • 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. • 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. 3. Service Postponement (Force Majeure) 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. These situations include: • 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 . • Critical Equipment Failure: An unexpected and total breakdown of our primary vehicle or essential machinery. • Proprietor's Health: A sudden, debilitating illness affecting the proprietor, which is a necessary "reasonable adjustment" under the Equality Act 2010 . 4. Client's Delivery Obligations (Access to Property) For us to deliver our service, you must provide safe and unobstructed access to the work area. • 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 . • 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.
Refund & Rectification Policy
Shining Windows - Refund and Rectification Policy Effective Date: 7 September 2025 Version: 1.0 1. Our Guiding Principle: The Right to Rectify Our primary commitment is to provide a high-quality service. We understand that sometimes, issues can arise. Our policy for resolving any genuine concerns with a completed service is based on the "Right to Rectify," a principle that is fair to both you, the customer, and us, the service provider. This means our first and primary obligation is to return and fix the issue to your satisfaction. This approach is in full accordance with UK consumer law. • The Law States (Consumer Rights Act 2015, Section 55 - "Right to repeat performance"): This gives a trader the right to perform the service again if it was not carried out with reasonable care and skill. This is your primary legal remedy. 2. The Process for Reporting a Service Issue If you have a genuine and reasonable concern about the quality of the service you have received, you must follow this formal procedure: 1. Contact Us Promptly: You must notify us in writing by emailing info@shiningwindows.co.uk within 24 hours of the service completion. 2. Provide Evidence: Your email must include a clear description of the issue along with dated photographic evidence of the specific areas of concern. 3. Our Investigation: We will review the information you provide and investigate the matter. 4. Resolution: If your complaint is deemed valid, we will arrange a single return visit at a mutually agreeable time to re-clean the specific areas of concern at no additional cost to you. This "repeat performance" is our sole liability and your exclusive remedy. 3. Conditions Under Which Refunds Are Not Provided To be completely transparent, our policy is that we do not offer cash refunds, discounts, or credit notes for service dissatisfaction. The legal and exclusive remedy is the Right to Rectify as described above. Furthermore, a refund will not be issued under the following circumstances, as outlined in our Service Agreement: • Client-Initiated Cancellations or Postponements made with less than twenty-four (24) hours' notice. • Inability to Complete Service Due to Client Fault, including but not limited to an unsafe site, lack of access (e.g., locked gates), or an unprepared interior work area. • Termination of Service by Us due to a hostile, abusive, or threatening environment created by the client. • Postponement of Service due to a Force Majeure event (e.g., adverse weather, critical equipment failure, or proprietor illness). 4. Your Statutory Cancellation Rights (14-Day Cooling-Off Period) The main circumstance where a refund is legally applicable is under your statutory "cooling-off" rights for services booked online. • The Law States (Consumer Contracts Regulations 2013): You have a legal right to cancel a service agreement within 14 days of booking for a full refund, provided the service has not yet begun at your express request. • Early Service Request: If you book a service date that falls within this 14-day period, you are making an express request for the service to begin early. If you then cancel after the service has begun but before it is finished, you will be required to pay for the work completed, and the refund will be for the portion of the service not yet supplied. If the service is fully completed within this period, your right to cancel and receive a refund is lost. 5. Our Commitment to Fairness This policy is designed to be fair, clear, and fully compliant with UK law. By setting out a clear process for rectification, we aim to resolve any issues quickly and professionally, ensuring you receive the high-quality service you paid for.
Data Protection and Privacy Policy
Shining Windows - Data Protection and Privacy Policy Effective Date: 7 September 2025 Version: 1.0 1. Our Commitment to Your Privacy Shining Windows is committed to protecting the privacy and security of your personal data. This policy outlines our procedures for collecting, using, and protecting your information and explains your rights under UK data protection law. The Data Controller responsible for your personal data is Matthew McDaid, trading as Shining Windows ("we," "us," or "our"), of The Firtrees, 6 Wood Lane, Hartwell, Northampton, Northamptonshire, NN7 2HG. 2. The Personal Data We Collect We collect and process personal data that is necessary for us to provide our services and manage our business operations. The types of personal data we may collect include: • Identity Data: Your first name and last name. • Contact Data: Your billing address, service address, email address, and telephone numbers. • Financial Data: Payment card details for processing transactions. We do not store any payment card or banking information on our systems. • Transaction Data: Details about payments to and from you and a history of the services you have purchased from us. • Technical Data: Information collected via cookies when you use our website, such as your IP address and browsing history, to enhance your user experience. 3. How We Use Your Personal Data We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances: Purpose of Use Type of Data Used Our Lawful Basis for Processing To register you as a new client and form a contract. Identity, Contact Performance of a contract with you. To provide our services to you, including scheduling, service delivery, and managing payments. Identity, Contact, Financial, Transaction Performance of a contract with you. To manage our relationship with you, including sending service reminders and requesting feedback. Identity, Contact, Transaction Performance of a contract; Legitimate Interest to improve our services. Purpose of Use Type of Data Used Our Lawful Basis for Processing. To improve our website, customer service, and business operations. Technical, Transaction. Legitimate Interest to develop our business. To send you marketing communications or manage your enrolment in our Loyalty Programme. Identity, Contact Explicit Consent from you. Export to Sheets 4. Data Sharing and Third Parties We will never sell or rent your personal data to third parties for marketing purposes. We may have to share your data with trusted third-party service providers who are essential for our business to function, including: • Payment Processors (e.g., Wix Payments, Stripe) to securely handle your payments. • Accounting Software Providers for invoicing and financial record-keeping. • IT and System Administration providers who support our website and booking system. All our third-party partners are required to respect the security of your personal data and to treat it in accordance with the law. 5. Data Security We have put in place appropriate technical and organisational security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way. We are committed to ensuring your information is secure. 6. Data Retention We will only retain your personal data for as long as is necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. By law, we have to keep basic information about our customers (including Contact, Identity, Financial, and Transaction Data) for seven years after they cease being customers for tax purposes. 7. Your Legal Rights Under UK GDPR Under data protection law, you have a number of rights regarding your personal data. You have the right to: • Request access to your personal data. • Request correction of the personal data that we hold about you. • Request erasure of your personal data in certain circumstances. • Object to processing of your personal data. • Request restriction of processing your personal data. • Request the transfer of your personal data to you or to a third party. • Withdraw consent at any time where we are relying on consent to process your personal data. To exercise any of these rights, please contact us using the details below. 8. Website Cookies Our website uses "cookies" to enhance your experience. A cookie is a small file placed on your computer's hard drive. In compliance with the Privacy and Electronic Communications Regulations (PECR), we will obtain your active, affirmative, and prior opt-in consent for any cookies that are not strictly necessary for our website to operate. A simple notice stating "by continuing to use this site, you agree to cookies" is not legally sufficient, and we do not use this method. You can set your browser to refuse all or some browser cookies. 9. Our Use of Artificial Intelligence (AI) To enhance our efficiency and the quality of our communications, our business utilizes Google Gemini AI (a paid Google Workspace tool). This technology may be used to assist in drafting communications and analysing business data. We want to be completely transparent about this. All client data remains within our secure systems and is handled at all times in accordance with this privacy policy. 10. How to Contact Us If you have any questions about this privacy policy or wish to exercise any of your legal rights, please do not hesitate to contact us: •Email: info@shiningwindows.co.uk •Postal Address: The Firtrees, 6 Wood Lane, Hartwell, Northampton, Northamptonshire, NN7 2HG.
Cookie Policy
Shining Windows - Cookie Policy Effective Date: 7 September 2025 Version: 1.0 1. What Are Cookies? A "cookie" is a small text file that our website asks your browser to store on your computer or mobile device. Think of it like a digital memory or a ticket stub; it allows our website to "remember" your actions or preferences over time. This is essential for providing a modern, functional online experience, such as keeping items in your shopping cart or remembering that you have logged in. This policy explains how we use cookies and how you can manage them. 2. Our Approach to Cookies & Your Consent We are committed to protecting your privacy. In line with UK regulations, including the Privacy and Electronic Communications Regulations (PECR), we operate on a principle of explicit, opt-in consent. This means that when you first visit our website, we will ask for your permission before placing any cookies on your device that are not "Strictly Necessary" for the website to function. You can accept or reject these non-essential cookies through the cookie banner that will appear on your screen. Your preferences will be saved, but you can change them at any time. 3. The Types of Cookies We Use Our website, which is built on the Wix platform, uses different types of cookies to function correctly and to help us improve your experience. We have categorized them below for clarity. Cookie Category Purpose & Explanation Do They Require Your Consent? Strictly Necessary Cookies These cookies are essential for you to browse the website and use its core features. They are fundamental to the site's operation. Examples include cookies that enable our shopping cart to work, secure logins for your account, and ensure the website's security. No. The law allows us to place these without your consent because the website cannot function without them. Functionality Cookies These cookies allow the website to remember choices you make (such as your username or region) and provide enhanced, more personal features. For example, they might remember your details so you don't have to fill them in again. Yes. These will only be placed on your device if you actively consent to them via our cookie banner. Performance (Analytics) Cookies These cookies collect anonymous information about how visitors use our website. They help us understand which pages are most popular, how long visitors spend on the site, and if they encounter any errors. We use this data to Yes. These will only be placed on your device if you actively consent to them via our cookie banner. Cookie Category Purpose & Explanation Do They Require Your Consent? improve how our website works. We may use tools like Google Analytics for this purpose. Marketing Cookies These cookies may be used to track your browsing habits across websites to build a profile of your interests. This profile can be used to show you more relevant adverts on other sites. Currently, we do not use marketing or targeting cookies. If we do in the future, we will update this policy. Yes. These would only be placed on your device if you actively and explicitly consent to them. Export to Sheets 4. How to Manage Your Cookie Preferences You are in full control of your cookie preferences. Here are the ways you can manage them: • Using Our Website's Consent Banner: When you first visit our site, you can use the options on the cookie banner to accept or reject non-essential cookies. You can typically change your preferences at any time by clicking on a "Cookie Settings" link in the footer of our website. • Through Your Browser Settings: Most web browsers allow you to control cookies through their settings. You can set your browser to block some or all cookies, or to alert you when websites set or access cookies. You can find instructions on how to do this for the most popular browsers at the links below: o Google Chrome o Mozilla Firefox o Microsoft Edge o Apple Safari Please be aware that if you block Strictly Necessary Cookies through your browser settings, some parts of our website may become inaccessible or not function properly. 5. Changes to This Policy We may update this Cookie Policy from time to time to reflect, for example, changes to the cookies we use or for other operational, legal, or regulatory reasons. Please revisit this policy regularly to stay informed. 6. Contact Us If you have any questions about our use of cookies, you can contact us at: • Email: info@shiningwindows.co.uk • Postal Address: The Firtrees, 6 Wood Lane, Hartwell, Northampton, Northamptonshire, NN7 2HG.
Acceptable Use Policy (AUP)
Shining Windows - Acceptable Use Policy (AUP) Effective Date: 7 September 2025 Version: 1.0 1. Introduction This Acceptable Use Policy (AUP) governs your use of all digital properties owned and operated by Shining Windows, including our website (www.shiningwindows.co.uk), our online booking system, and any official communication channels such as email and live chat (collectively, "our Platform"). The purpose of this policy is to ensure that our Platform remains a safe, professional, and reliable environment for our genuine customers and our staff. By accessing or using our Platform, you agree to be bound by the terms of this AUP, which forms a part of our main Service Agreement. 2. Prohibited Uses You may only use our Platform for lawful purposes. You are strictly prohibited from using our Platform: • In any way that breaches any applicable local, national, or international law or regulation. • In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect. This includes, but is not limited to, committing Fraud by False Representation by making a booking with the dishonest intention of obtaining a service for which you do not intend to pay. • To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware. • To systematically extract, "scrape," or harvest data, including our pricing structures, service descriptions, or intellectual property, for commercial use or comparative purposes without our prior written consent. • To engage in any form of harassment, abuse, or threatening behaviour towards our staff through our communication channels. 3. Content Standards These standards apply to any and all material which you contribute to our Platform (for example, through a contact form) and to any interaction with us. Any information you provide must be accurate and genuinely held. You must not submit any material that: • Is defamatory, malicious, obscene, offensive, hateful, or inflammatory. • Contains baseless or unsubstantiated allegations of criminal wrongdoing, such as "scam," "fraud," or "theft," which may constitute a criminal offense under the Malicious Communications Act 1988. • Infringes any copyright, database right, or trademark of any other person. • Is likely to deceive any person or misrepresents your identity or affiliation with any person. 4. Breach of This Policy We will determine, in our discretion, whether there has been a breach of this AUP. When a breach of this policy has occurred, we may take such action as we deem appropriate. Failure to comply with this AUP constitutes a material breach of the Shining Windows Service Agreement & Company Policy Act 2025 upon which you are permitted to use our Platform, and may result in our taking all or any of the following actions: • Immediate, temporary, or permanent withdrawal of your right to use our Platform. • Immediate termination of any services you have booked. • Issue of a formal written warning to you. • Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach. • Further legal action against you for damages. • Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law. We have a policy of reporting all instances of suspected fraud to Action Fraud and the relevant police forces. 5. Changes to This Policy We may revise this Acceptable Use Policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you.