Terms and Conditions of Service

1. These terms

1.1

These are the terms and conditions on which WL Enterprises Ltd, trading as We Love Cleaning, supplies services to you.

In these terms:

• "we", "us" and "our" mean WL Enterprises Ltd trading as We Love Cleaning;
• "you" and "your" mean the individual, business or organisation purchasing the services;
• "consumer" means an individual purchasing services mainly for personal use rather than for purposes connected with their trade, business, craft or profession;
• "commercial customer" means any customer who is not acting as a consumer;
• "property" means the premises, land, surfaces, buildings or other areas at which we have agreed to provide services;
• "services" means the exterior cleaning, maintenance, treatment or associated services described in our quotation or booking confirmation.

1.2

Please read these terms carefully before accepting a quotation or booking services with us.

These terms explain who we are, how our agreement with you is formed, how we provide the services, how either party may change or end the agreement, how payment works, what happens if there is a problem and other important information.

1.3

If you believe there is a mistake in these terms or you require clarification, please contact us before accepting the quotation.

1.4

These terms apply to residential and commercial customers. Certain clauses apply only to consumers or only to commercial customers, as stated within the relevant clause.

1.5

The quotation, booking confirmation, agreed service description, property-specific instructions and these terms together form the agreement between you and us.

Where there is a direct conflict, any specific written term in the quotation or booking confirmation will take priority over these standard terms.

2. Information about us and how to contact us

2.1

We are WL Enterprises Ltd, trading as We Love Cleaning, a company registered in England and Wales.

Our company registration number is:

17163806

Our registered office is:

Upstairs Office
Wessenden Business Centre
Prospect Road
Alresford
England
SO24 9QF

2.2

We are not currently registered for VAT. Unless we notify you otherwise, VAT will not be added to our prices.

2.3

You can contact us using the telephone number, email address or contact details published on the We Love Cleaning website.

2.4

If we need to contact you, we may use the contact information you have supplied to us. This may include telephone, email, text message, WhatsApp or another agreed electronic communication method.

2.5

It is your responsibility to ensure that the contact information you provide is complete, accurate and kept up to date.

2.6

We will not be responsible for a failure to receive a service-related communication where we have sent it using the most recent contact details you supplied.

2.7

Some of our communications may contain important information about your booking, property preparation, products, safety requirements or aftercare. You are responsible for reading and following those communications.

2.8

When these terms refer to something being agreed or provided "in writing", this includes email, text message, WhatsApp and other written electronic communication.

3. Our agreement with you

3.1

You may request services from us by accepting a quotation.

3.2

Your acceptance of a quotation is an offer to purchase the services described in that quotation.

3.3

Our agreement with you will come into existence when:

• you accept the quotation; and
• we confirm that we have accepted the booking.

3.4

We may decline a request for services before sending a booking confirmation. If we do so, we will inform you and refund any payment made for services we have not agreed to provide.

3.5

You confirm that:

• you are legally entitled to enter into the agreement;
• you own, occupy or manage the property, or have the authority of the person who does;
• you have authority to approve the services and any resulting charges; and
• any information supplied to us is accurate to the best of your knowledge.

3.6

Where you instruct us on behalf of another person, business, landlord, freeholder, managing agent or property owner, you are responsible for ensuring that all necessary permissions have been obtained.

4. Quotations and service information

4.1

Unless the quotation states otherwise, quotations remain valid for 14 days from the date they are issued.

4.2

A quotation may be based on:

• an in-person property assessment;
• measurements;
• photographs or videos;
• satellite or mapping information;
• information supplied by you;
• an estimated surface area;
• the visible condition of the property; or
• a combination of these.

4.3

You must tell us about any information that may materially affect the services, including access limitations, unusual construction, sensitive materials, known defects, hidden hazards or changes to the property.

4.4

We may revise a quotation where the actual size, surface type, condition, access requirements, contamination, staining, growth, preparation or amount of work differs materially from what we reasonably understood when preparing the quotation.

4.5

We may also revise the quotation where:

• measurements or information supplied by you were incomplete or inaccurate;
• the property has changed since the quotation was prepared;
• additional work is needed because of an unexpected condition;
• an area or item was not reasonably visible during the initial assessment;
• specialist equipment, products, access arrangements or additional labour are needed; or
• the agreed scope is changed.

4.6

Where reasonably possible, we will notify you of a price change before carrying out the additional or revised work.

4.7

We will not normally carry out materially different or additional chargeable work without your agreement.

4.8

If we discover that the quoted service is unsuitable or cannot safely achieve the intended outcome, we may recommend a different service, working method or course of action.

4.9

If no suitable alternative can reasonably be agreed, either party may end the affected part of the agreement. You will remain responsible for any services reasonably completed and costs properly incurred up to that point.

5. Your rights to request changes

5.1

If you wish to change the services, property areas, appointment arrangements or scope of work, you must contact us.

5.2

We will tell you whether the requested change is possible.

5.3

A requested change may affect:

• the price;
• the appointment date;
• the length of the work;
• the equipment or products required;
• the expected result; or
• any other part of the agreement.

5.4

We may require you to confirm the revised arrangements in writing before proceeding.

6. Our rights to make changes

6.1

We may make minor changes to the services where reasonably necessary to:

• comply with changes in law, regulation or professional guidance;
• respond to site conditions;
• improve safety;
• use an equivalent product, item of equipment or working method;
• protect the property or surrounding areas; or
• make minor technical or operational improvements.

6.2

We may update these terms for future services, renewals or maintenance periods.

6.3

Where a change materially affects an existing ongoing agreement, we will provide reasonable notice before the change takes effect.

6.4

Where a material change places you at a significant disadvantage, you may contact us to end the affected ongoing service before the change takes effect. You must still pay for services already provided or benefits already received.

7. Providing the services

7.1

We will provide the services described in the quotation or booking confirmation.

7.2

We will perform the services using reasonable care and skill.

7.3

We may use suitably trained employees, technicians, agents or subcontractors to provide the services.

7.4

Where subcontractors are used, we remain responsible for providing the contracted service, subject to these terms.

7.5

We will select the equipment, products and methods that we reasonably consider suitable for the property and service.

7.6

Our working method may differ from the method initially anticipated where we reasonably consider that another method is safer, more appropriate or less likely to cause damage.

7.7

We may divide larger services into stages or carry them out over more than one day.

7.8

If we discover a condition that makes continuing unsafe or creates an unreasonable risk of damage, we may:

• stop the work;
• postpone the work;
• change the working method;
• restrict the area being serviced;
• recommend specialist advice; or
• end the affected part of the service.

7.9

Where work is stopped, changed or postponed under clause 7.8, you must pay for services reasonably completed and costs properly incurred up to that point.

7.10

We may refuse to undertake any activity that we reasonably consider unsafe, unlawful, unsuitable or outside the agreed scope.

8. Your responsibilities

8.1

Before our arrival, you must:

• provide safe and reasonable access to the property and agreed work areas;
• ensure gates, doors or other access points are unlocked or that suitable access arrangements have been made;
• remove vehicles, furniture, toys, plant pots, ornaments and other movable items from the work area where reasonably possible;
• close relevant windows, doors, vents and openings;
• keep people, children and pets away from the work area;
• tell us about known defects, fragile areas, hidden hazards, sensitive materials or other conditions that may affect the work;
• follow any reasonable preparation instructions we provide; and
• obtain any necessary permission from owners, landlords, freeholders, neighbours, managing agents or other third parties.

8.2

Where stated in the quotation or booking confirmation, you must provide access to a suitable external water supply without additional charge.

8.3

You will not be required to provide an electricity supply.

8.4

You must inform us of any change to the property or surrounding area that may affect the price, safety, access or method of service.

8.5

You must not knowingly allow us to work in an area that is unsafe or subject to an undisclosed hazard.

8.6

We may give you additional reasonable preparation instructions for a particular service. These instructions form part of your responsibilities under the agreement.

8.7

We will not be responsible for delay, incomplete service or additional costs caused by your failure to comply with this section.

8.8

The area or areas to be cleaned should be in a suitable state of readiness for our technicians when we arrive. For example, vehicles moved off the driveway, and flower pots, planters, garden furniture, toys and other movable items moved or cleared from the work area, in line with your preparation responsibilities in clause 8.1.

8.9

If the area is not ready when we arrive, we may, at our discretion, carry out the preparation ourselves and bill for the additional time taken, or agree other arrangements with you.

8.10

Where time is billed under this section, it is charged in increments of 15 minutes, rounded up, at £25 per 15-minute increment.

8.11

If you would prefer us to move heavier articles for you, we are happy to do so as a chargeable service at the same rate stated in clause 8.10.

8.12

Where we move articles at your request or as part of preparation under this section, we accept no liability for the cost of any damage caused to those articles through the process of moving them.

9. Appointments, access and cancellation charges

9.1

We will notify you of the scheduled service date.

9.2

A confirmed appointment date will be treated as a fixed commitment, subject to these terms and events outside our reasonable control.

9.3

Any arrival time or appointment window is approximate. We may arrive earlier or later than anticipated because of traffic, previous appointments, site conditions, weather or other reasonable operational circumstances.

9.4

If you need to cancel or rearrange a scheduled visit, you must provide at least 3 working days' notice.

9.5

A cancellation or rearrangement is not confirmed until we have acknowledged it.

9.6

If you cancel or rearrange within 3 working days of the appointment, we may charge our reasonable losses arising from the late cancellation, capped at 50% of the scheduled service price.

9.7

If we cannot gain access to the property as arranged, we may charge our reasonable losses, capped at 50% of the scheduled service price.

9.8

Where access to only part of the property is unavailable, we may:

• complete the accessible part of the service;
• postpone the inaccessible part;
• charge the agreed service price where our time, labour and resources have already been committed; or
• agree an adjusted scope or price with you.

9.9

Where a return visit is required because you did not provide access or complete agreed preparation, that return visit may be charged separately.

10. Consumer cancellation rights

10.1

This section applies only where you are acting as a consumer and the agreement is made:

• online;
• by telephone;
• through electronic communication;
• at your home; or
• otherwise away from our business premises.

10.2

You normally have the right to cancel the agreement within 14 days without giving a reason.

10.3

The cancellation period begins on the day the agreement is entered into and ends 14 days later.

10.4

To exercise this right, you must clearly inform us of your decision to cancel before the cancellation period expires.

10.5

You may ask us to begin providing the services during the 14-day cancellation period.

10.6

We may require your express written request before beginning work during that period.

10.7

If you ask us to begin work during the cancellation period and then cancel before the service is completed, you must pay a proportionate amount for the services provided up to the time you cancel.

10.8

If the service is fully performed during the cancellation period:

• at your express request; and
• after you have acknowledged in writing that your cancellation right will end once the service is fully performed,

your right to cancel will end when the service has been completed.

10.9

The statutory cancellation right is separate from our appointment cancellation policy. A consumer may have a statutory right to cancel the agreement even where an appointment has been scheduled, depending on the circumstances and applicable law.

11. Annual maintenance plans and instalments

11.1

Where you purchase an annual or ongoing maintenance plan, the quotation or booking confirmation will describe:

• the services included;
• the anticipated service frequency;
• the total plan price;
• the payment schedule; and
• any service-specific conditions.

11.2

Monthly or recurring payments are instalments towards the total cost of the annual maintenance plan.

11.3

A monthly payment does not necessarily relate to a service carried out during that particular month.

11.4

Services may be provided seasonally or at different intervals during the plan period.

11.5

We may reasonably adjust the timing of planned visits because of weather, surface conditions, treatment requirements, staffing, access or operational considerations.

11.6

You may cancel an annual maintenance plan at any time.

11.7

If you cancel, you must pay any outstanding amount relating to:

• services already provided;
• work already completed;
• products or materials specifically obtained;
• discounts or benefits already received; and
• other reasonable costs properly incurred under the plan.

11.8

We will calculate any outstanding balance fairly by reference to the services and benefits already provided, rather than automatically requiring payment for services that will not be supplied.

11.9

We may revise the price of a maintenance plan where:

• the service area changes;
• the property condition or service requirements change;
• additional work becomes necessary; or
• the plan renews for a further period.

11.10

We will provide reasonable notice of a price change applying to a renewal or future service period.

12. Your rights to end the agreement

12.1

You may contact us to end an agreement for services, subject to:

• the statutory consumer cancellation rights in section 10;
• the appointment cancellation provisions in section 9;
• the maintenance-plan provisions in section 11; and
• payment for services already provided and costs properly incurred.

12.2

You may end the agreement immediately where:

• we tell you about a material change that places you at a significant disadvantage;
• we tell you about a material error in the service description or price and you do not wish to proceed;
• there is a serious risk that the services will be delayed for an unreasonably long period;
• we suspend an ongoing service for an unreasonably long period; or
• you have a legal right to end the agreement because of something we have done wrong.

12.3

If you end the agreement because of a failure on our part, we will refund amounts paid for services that will not be provided.

12.4

Any undisputed invoice or amount relating to services already provided remains payable.

13. Our rights to suspend or end the agreement

13.1

We may suspend or end the agreement where you:

• fail to pay an amount when due;
• fail to provide information reasonably required to provide the services;
• fail to provide access to the property;
• repeatedly cancel or obstruct scheduled services;
• fail to follow safety or aftercare instructions;
• behave abusively, threateningly or unreasonably towards our staff or contractors;
• ask us to carry out unsafe or unlawful work;
• materially breach these terms; or
• otherwise fail to cooperate reasonably.

13.2

Where practical and appropriate, we will give you reasonable notice and an opportunity to remedy the issue before ending an ongoing agreement.

13.3

We may suspend services immediately where reasonably necessary for safety, non-payment, unlawful conduct, threatening behaviour or protection of the property.

13.4

If we end the agreement because of your breach, we will refund any advance payment relating to services that will not be provided, after deducting:

• sums already due;
• the value of services already provided;
• non-refundable costs properly incurred; and
• reasonable losses resulting from the breach.

14. Price and payment

14.1

The price of the services will be the price stated in the quotation, booking confirmation or other written agreement, subject to any permitted revision under these terms.

14.2

Unless otherwise agreed in writing, payment is due immediately when the service is completed.

14.3

We may require a deposit or advance payment where we reasonably consider this appropriate.

14.4

The amount and timing of any deposit or advance payment will be stated in the quotation or booking confirmation.

14.5

A deposit may be used towards:

• reserving labour and appointment capacity;
• ordering products or materials;
• hiring specialist equipment;
• arranging subcontractors; or
• other reasonable preparation costs.

14.6

Payment may be made using any method we agree in writing.

14.7

Where you authorise us or our payment provider to retain payment details or take recurring payments, payments may be collected in accordance with that authority and the agreed schedule.

14.8

If you believe an invoice is incorrect, you must contact us promptly and identify the disputed amount and reason.

14.9

You must pay any undisputed part of the invoice when due.

14.10

If payment is not received when due, we may:

• contact you to request payment;
• suspend further services;
• cancel future appointments;
• recover reasonable debt-recovery costs; and
• take other lawful recovery action.

14.11

For commercial customers, we may claim statutory interest, compensation and reasonable recovery costs where permitted under late-payment legislation.

14.12

We will not charge statutory commercial late-payment interest to a consumer.

15. Service methods and expected results

15.1

The services may include any exterior cleaning, surface treatment, maintenance or associated work agreed in writing.

15.2

Services may include, without limitation:

• cleaning of patios, paths and driveways;
• cleaning of render, brick, stone and masonry;
• cleaning of decking and wooden surfaces;
• tennis-court cleaning;
• window, frame and sill cleaning;
• gutter clearing;
• external gutter emptying and soffit and fascia cleaning;
• roof cleaning or treatment;
• moss, algae and organic-growth treatment;
• hard-surface weed control;
• softwashing;
• brushing or mechanical cleaning; and
• other agreed exterior-maintenance services.

15.3

We will provide the services with reasonable care and skill.

15.4

Unless expressly confirmed in the quotation, we do not guarantee:

• complete removal of every stain, mark, discolouration or growth;
• restoration of a surface to an "as new" condition;
• uniform colour across weathered, repaired or porous surfaces;
• removal of staining that has penetrated the surface;
• removal of permanent chemical, rust, oil, mineral or construction staining; or
• a specific cosmetic outcome.

15.5

The result may be affected by:

• age;
• porosity;
• construction;
• previous treatments;
• weathering;
• damage;
• staining depth;
• surface condition;
• drainage;
• surrounding vegetation; and
• environmental exposure.

15.6

Some treatments continue working after the service visit. Visible results may develop over several days or weeks, depending on the product, surface, growth and weather conditions.

15.7

Treatment-led work should not necessarily be assessed as complete on the day of application.

15.8

We do not guarantee how long an area will remain free from moss, algae, weeds, lichen or other organic growth.

15.9

Regrowth may be influenced by moisture, shade, drainage, trees, surrounding vegetation, airborne spores, weather and other environmental factors outside our control.

15.10

Any specific result or guarantee will apply only where it is expressly stated in writing in the quotation or booking confirmation.

16. Chemicals, treatments and aftercare

16.1

We may select and use professional cleaning products, detergents, biocides, weed-control products and other appropriate treatments.

16.2

We will select products and methods that we reasonably consider appropriate for the agreed service and visible conditions.

16.3

We will assess visible risks around planting, ponds, water features, animals, painted surfaces, specialist finishes and surrounding areas.

16.4

You must inform us of any sensitive condition that you know about and that may not be reasonably apparent to us.

16.5

This includes unusual planting, aquatic life, specialist coatings, recent decoration, hidden ponds, animal enclosures, water-storage systems or other sensitive features.

16.6

You must follow all reasonable safety, preparation and aftercare instructions provided by us.

16.7

This may include keeping people and pets away from treated areas until the area is dry or until another stated period has passed.

16.8

We will not be responsible for a loss or issue caused by your failure to follow the instructions we provide.

16.9

Although we will take reasonable precautions, treatment of exterior areas may carry an unavoidable risk of temporary odour, runoff, minor vegetation effects, colour variation or interaction with pre-existing coatings or residues.

17. Pre-existing defects and property condition

17.1

Exterior cleaning and treatment may reveal defects, staining, deterioration or damage that was previously concealed by dirt, organic growth or surface contamination.

17.2

You must tell us about any known defects, fragile areas, hidden hazards or unusual property conditions before work begins.

17.3

We are not responsible for repairing or remedying pre-existing defects, whether visible or hidden.

17.4

Pre-existing defects may include:

• defective construction or installation;
• loose, cracked or deteriorated materials;
• defective seals or joints;
• unstable paint, render, pointing or coatings;
• leaking windows, doors, roofs or gutters;
• rotten, weakened or weathered timber;
• defective drainage;
• previous chemical damage;
• subsidence or movement;
• frost or weather damage; and
• any other weakness that existed before our work began.

17.5

We are not responsible where our properly performed services reveal, expose or result in deterioration arising from a pre-existing weakness or defect.

17.6

Nothing in this section excludes responsibility for separate avoidable damage directly caused by our failure to exercise reasonable care and skill.

18. Alleged damage to property

18.1

Any allegation that we have caused damage to your property must be reported to us in writing within 7 days of the damage being discovered.

18.2

Your report must provide reasonable details of:

• the alleged damage;
• the affected location;
• when it was first identified;
• why you believe it was caused by our services; and
• the remedy or loss being claimed.

18.3

You must also provide clear photographs, videos, reports or other supporting evidence where reasonably available.

18.4

The fact that damage, deterioration or a defect is noticed during or after our services does not, by itself, establish that it was caused by us.

18.5

Before we accept responsibility, you must provide clear and compelling evidence demonstrating, on the balance of probabilities, that:

• the damage was directly caused by the work undertaken by us;
• the damage was not present before our work began;
• the damage was not caused or contributed to by a pre-existing defect;
• the damage was not caused or contributed to by defective installation, ordinary deterioration, weather, water ingress, previous work or treatment, or the acts or omissions of another person; and
• the amount claimed is reasonable and properly evidenced.

18.6

We may assess the allegation using:

• pre-service and post-service photographs or videos;
• surveys;
• technician records;
• equipment and product records;
• weather information;
• the method used;
• the condition and construction of the property; and
• any other relevant evidence.

18.7

You must preserve the affected area and give us a reasonable opportunity to inspect and investigate the alleged damage before you or a third party carries out cleaning, treatment, alteration, repair or replacement work.

18.8

Except where immediate action is reasonably necessary to prevent imminent danger or significant further damage, our responsibility for an allegation may end if:

• the alleged damage is not reported within the required 7-day period;
• you do not provide the evidence reasonably requested;
• you do not provide reasonable access for inspection;
• the affected area is altered, cleaned, treated, repaired, replaced or otherwise disturbed before inspection; or
• another contractor is instructed without our prior written agreement.

18.9

You must not instruct another contractor to undertake remedial work at our expense without our prior written approval.

18.10

We will not be responsible for unauthorised costs.

18.11

Where, following our investigation, we accept responsibility for damage, we may choose to:

• carry out a reasonable repair ourselves;
• appoint a suitably qualified contractor;
• pay an agreed and evidenced reasonable repair cost; or
• agree another suitable remedy with you.

18.12

Our responsibility will normally be limited to restoring the affected area substantially to the condition it was in immediately before the damage occurred.

18.13

We will not be responsible for:

• unnecessary replacement where a reasonable repair is available;
• improvement or betterment;
• replacement of unaffected areas solely to obtain a cosmetic match;
• loss arising from a failure to take reasonable steps to prevent further damage; or
• costs that were not reasonably incurred.

18.14

Where the cause remains disputed, we may request an assessment from a suitably qualified independent specialist.

18.15

The identity of the specialist and responsibility for their cost must be agreed in writing before they are instructed.

18.16

Our investigation of an allegation, attendance at the property, correspondence with you or offer of assistance does not constitute an admission of liability.

18.17

Nothing in this section excludes or limits liability that cannot lawfully be excluded or limited.

19. Our responsibility for loss or damage

19.1 Consumers

If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of the agreement or failure to use reasonable care and skill.

Loss or damage is foreseeable where it was an obvious consequence of our breach or was reasonably contemplated by both parties when the agreement was entered into.

19.2

We are not responsible for loss or damage that:

• was not caused by us;
• results from a pre-existing defect;
• results from inaccurate or incomplete information supplied by you;
• results from your failure to follow our instructions;
• could reasonably have been avoided by you;
• results from an event outside our reasonable control; or
• is excluded elsewhere in these terms to the extent permitted by law.

19.3

We provide consumer services for domestic and private use. If a consumer uses the services for a commercial, business or resale purpose, we will not be responsible for business losses arising from that use.

19.4 Commercial customers

If you are a commercial customer, our total liability arising from or connected with the agreement will not exceed the total amount paid by you to us during the 12 months immediately preceding the event giving rise to the claim.

19.5

For commercial customers, we will not be responsible for:

• loss of profit;
• loss of revenue;
• loss of business;
• loss of opportunity;
• loss of anticipated savings;
• loss of contract;
• loss of goodwill;
• business interruption; or
• indirect or consequential loss.

19.6

Nothing in these terms excludes or limits our liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of a liability that cannot legally be excluded;
• a consumer's statutory rights; or
• any other matter for which exclusion or limitation would be unlawful.

20. Complaints

20.1

We are committed to providing a high-quality service.

20.2

If something goes wrong, you must tell us promptly so that we have a reasonable opportunity to investigate and put matters right.

20.3

Complaints about the apparent quality of a completed service must normally be reported within 48 hours.

20.4

For a treatment-led service, the 48-hour reporting period does not require you to assess the final treatment result before the development period explained by us has passed.

20.5

Alleged property damage must be reported in accordance with section 18.

20.6

A complaint should include:

• your name and property address;
• the service concerned;
• the date of the service;
• a clear explanation of the issue; and
• photographs or other relevant evidence where available.

20.7

You must give us a reasonable opportunity to inspect and remedy the issue before appointing another contractor.

20.8

If you or another contractor alters, cleans, repairs or treats the affected area before we have had a reasonable opportunity to inspect it, our responsibility for that complaint will end.

20.9

We will acknowledge complaints promptly and arrange for an appropriate person to investigate.

20.10

We will aim to provide a substantive response as soon as reasonably practical.

20.11

Where a complaint is justified, we may:

• repeat or remedy the affected part of the service;
• provide another appropriate solution;
• reduce the price;
• provide a refund where appropriate; or
• agree another reasonable resolution.

20.12

If you remain dissatisfied, you may ask for the matter to be reviewed by a senior person who was not primarily responsible for the original decision, where practical.

20.13

Nothing in this complaints procedure affects a consumer's statutory rights or right to pursue another lawful remedy.

21. Photographs and recordings

21.1

We may take photographs or videos before, during or after the services.

21.2

These may be used for:

• recording the condition of the property;
• documenting progress;
• quality control;
• staff training;
• service records;
• complaint investigation;
• insurance or legal purposes; and
• suitably anonymised marketing.

21.3

When using images for marketing, we will take reasonable steps to avoid displaying personal information or features that unnecessarily identify you.

21.4

Where practical, house numbers, vehicle registration numbers, people and other direct identifiers will be excluded, obscured or avoided.

21.5

You may contact us if you have a particular concern about marketing use of images taken at your property.

22. Waste and drainage

22.1

You are responsible for ensuring that there is suitable drainage for the agreed work.

22.2

You must notify us of any known drainage defect, restriction, blockage, soakaway issue, watercourse, septic system or other drainage concern before work begins.

22.3

We are not responsible for flooding, backing-up, overflow or other loss caused by defective, blocked, inadequate or unsuitable drainage that we did not cause.

22.4

Cleaning may reveal an existing drainage issue that was not previously apparent.

22.5

Waste, debris or removed material will only be removed from the property where this is specifically included in the quotation.

22.6

Unless agreed otherwise, you remain responsible for arranging disposal of waste or debris left at the property.

22.7

We will take reasonable steps to leave the immediate work area in an appropriately tidy condition, having regard to the service provided.

23. How we use your personal information

23.1

We may use the personal information you provide to:

• prepare quotations;
• manage enquiries;
• arrange and provide services;
• process payments;
• communicate about bookings;
• maintain service records;
• manage complaints;
• meet legal, regulatory and insurance obligations; and
• provide information about relevant services where permitted.

23.2

Further information about how we collect, use and protect personal information is contained in our Privacy Policy.

23.3

We may provide relevant information to third parties where reasonably necessary to provide the services, process payment, administer our business, comply with the law or manage a complaint or insurance matter.

23.4

We will not sell your personal information to third parties.

24. Events outside our control

24.1

We are not responsible for delay or failure to provide services caused by an event outside our reasonable control.

24.2

Such events may include:

• unsuitable weather;
• extreme temperatures;
• high winds;
• frost;
• flooding;
• unsafe working conditions;
• staff illness or absence;
• vehicle or machinery breakdown;
• theft;
• equipment failure;
• supplier failure;
• product shortage;
• road closure;
• government restriction;
• utility failure; or
• another event that could not reasonably have been avoided.

24.3

Where possible, we will notify you and take reasonable steps to minimise the effect of the delay.

24.4

We may postpone or reschedule the services without liability for reasonable delay caused by such an event.

24.5

If an ongoing service is prevented for an unreasonably long period, either party may end the affected part of the agreement.

24.6

You will receive a refund for any prepaid services that will not be provided, less any properly incurred costs or services already supplied.

25. Other important terms

25.1 Transfer by us

We may transfer our rights and obligations under the agreement to another organisation, provided this does not reduce your rights under the agreement.

25.2 Transfer by you

You may transfer your rights or obligations under the agreement only with our prior written consent.

25.3 Third-party rights

The agreement is between you and us. No other person has a right to enforce its terms, except where the law expressly provides otherwise.

25.4 Separate operation of clauses

Each clause of these terms operates separately.

If a court or relevant authority decides that part of a clause is unlawful or unenforceable, the remaining clauses and the remainder of that clause will continue in full force where legally possible.

25.5 Delay in enforcement

If we do not immediately insist that you comply with an obligation, or if we delay taking action following a breach, this does not mean that we have waived our rights.

25.6 Entire agreement for commercial customers

If you are a commercial customer, the written agreement contains the entire agreement between us concerning the services.

You acknowledge that you have not relied on a statement or assurance that is not included in the written agreement, except that nothing limits liability for fraud or fraudulent misrepresentation.

25.7 Notices

Formal notices under the agreement should be sent using the contact details most recently provided by the receiving party.

25.8 Governing law

These terms and the agreement are governed by English law.

25.9 Consumers

If you are a consumer resident elsewhere in the United Kingdom, you may have the right to bring legal proceedings in the courts of the part of the United Kingdom in which you live.

25.10 Commercial customers

If you are a commercial customer, the courts of England and Wales will have exclusive jurisdiction over disputes arising from or connected with the agreement.

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