Terms and Conditions

2. Services Provided

We provide professional residential and commercial exterior cleaning services, including low-pressure roof tile cleaning, manual moss removal, soft washing, biocide roof treatments, and gutter clearing across Hull, East Yorkshire, and North Lincolnshire. Services will be carried out with reasonable care and skill in accordance with the Consumer Rights Act 2015.

3. How a Service Contract is Formed

• Your use of this website is governed by these website terms.
• Submitting an enquiry or requesting a quotation does not create a service contract and does not obligate you to proceed.
• A service contract is formed only when you accept a written quotation or booking confirmation from us.
• The accepted written quotation, together with any specific written conditions we agree with you, forms part of the agreement between us.

4. Quotations, Photos & Site Assessments

• Estimates based on photographs, measurements, or information supplied by you are indicative only and may be revised following a physical or detailed visual inspection of the roof.
• A written fixed quotation covers only the specific work and conditions described in that quotation.
• If unexpected defects, restricted access, or additional work are identified, these will be explained to you before proceeding.
• No additional chargeable work will be carried out without your approval.
• Quotations remain valid for 30 days from issuance unless otherwise stated in writing.

5. Consumer Cancellation Rights

For consumer bookings made online, by email, by telephone, or otherwise away from our business premises, you may have a legal right to cancel within 14 days of entering into the contract, without giving a reason.

If you expressly request that work begins during that 14-day cancellation period, you may be required to pay a proportionate amount for the work completed before you cancel. Any exceptions to the cancellation right that may apply (for example where a service is fully performed with your prior consent) will be explained accurately where relevant.

The separate 48-hour appointment policy in Section 8 below is an appointment-scheduling policy only. It does not remove, restrict, or override your statutory cancellation rights. We will only refer to reasonable costs that were clearly disclosed to you and are legally recoverable; no unspecified cancellation fee is imposed.

6. Property Access, Safety & Utilities

• The customer agrees to provide safe, unobstructed access to the property perimeter, driveway, and work area for our staff and equipment on agreed service dates.
• A working outdoor water supply (mains tap) and electrical connection must be made available free of charge during service delivery unless alternative arrangements are agreed in advance.
• Vehicles, outdoor furniture, potted plants, and fragile items near the roofline should be cleared or covered prior to our arrival.

7. Weather Conditions & Rescheduling

Exterior roof cleaning and biocide application depend on safe weather conditions. High winds, heavy rainfall, freezing temperatures, or extreme weather may make working at height unsafe or reduce the efficacy of biocide treatments. We reserve the right to reschedule work at short notice for safety or quality reasons, with no penalty to either party. Where work is rescheduled, we will contact you as soon as reasonably possible.

8. Appointment Cancellations & Rescheduling

You may cancel or reschedule a booked service appointment free of charge up to 48 hours prior to the scheduled start time by contacting us by phone or email. Cancellations within 48 hours may involve reasonable costs that have already been incurred and were clearly disclosed to you. This appointment policy does not affect your statutory cancellation rights described in Section 5.

9. Pre-existing Damage & Limitations

• We inspect roofs before commencing work and will exercise reasonable care and skill throughout. Nothing in these terms excludes our responsibility for damage directly caused by our negligence.
• We are not liable for pre-existing tile cracks, broken mortar, loose ridge tiles, defective flashing, or historic water ingress existing prior to our cleaning. Existing defects and fragile materials may limit the achievable result.
• Where significant concerns are identified before work begins, these will be discussed with you before we proceed.
• Biocide treatments work gradually over weeks and months through natural weather exposure to kill remaining micro-spores; immediate complete stain removal is not guaranteed on deeply weathered or porous tiles.
• Delicate tile types (e.g. aged Rosemary clay tiles or fragile slate) require individual assessment before a suitable cleaning method is chosen.

10. Payment Terms

Full payment is due upon completion of the agreed work on the day of service, unless alternative written payment terms have been agreed in advance. Payment can be made by bank transfer or debit/credit card.

11. Liability & Insurance

KleenzGroup Commercial Services Ltd maintains insurance for its operations. In the unlikely event of accidental damage caused directly by our personnel or equipment, the matter will be investigated promptly under our insurance policy.

12. Your Statutory Rights

Nothing in these terms limits or excludes any rights or remedies that cannot legally be limited or excluded, including the customer's rights under the Consumer Rights Act 2015.

13. Complaints

If you have a concern about our service, please contact us at info@kleenzgroup.co.uk or 07782 223351 so that we can investigate and resolve the matter.

14. Governing Law & Contact

These terms and conditions are governed by and construed in accordance with the laws of England and Wales.