Terms & Conditions
Last Updated: May 2026
1. Definitions
In these Terms:
“The Company”, “We”, “Us”, “Our” refers to H2O Surface Cleaning, trading under H2O Exterior Cleaning Ltd (Company Number 12130265).
“The Customer”, “You”, “Your” refers to the person, firm, or company hiring our cleaning services.
“The Services” refers to exterior cleaning services including but not limited to pressure washing, soft washing, steam cleaning, render cleaning, roof cleaning, building cleaning, cladding cleaning, facade cleaning, brick cleaning, and stone cleaning.
“The Operative” refers to the fully trained cleaning operative provided by the Company.
“The Site” refers to the location where the Services are to be carried out.
“The Quote” refers to the written estimate provided by the Company for the agreed Services.
2. Basis of Contract
These Terms are the entire agreement between us. By booking our Services, you confirm you have the authority to accept these Terms on behalf of the Customer. Any variations to these Terms must be agreed upon by us in writing.
All quotations are valid for 30 days from the date of issue unless otherwise stated.
3. Service Charges, Payment & Quotations
Quotations: We provide free, no-obligation quotations. The final price may vary if additional work is identified on site or if the Customer requests additional Services.
Payment: Payment is due in full upon completion of the Services, unless otherwise agreed in writing. We accept payment via bank transfer, cash, or card (where available). Late payments may incur interest at 8% per annum above the Bank of England base rate.
Deposits: For large or commercial projects (over £1,000), we may require a 25% deposit to secure the booking. Deposits are non-refundable for cancellations with less than 7 days’ notice.
VAT: All charges are subject to VAT at the prevailing rate (currently 20%) where applicable.
4. The Operative
We will provide fully trained and competent Operatives for the duration of the Services.
Our Operatives remain employees of the Company at all times.
The Operative’s decisions regarding the safe execution of the Services are final. The Customer must comply with all reasonable instructions from the Operative relating to safety and site access.
5. Customer Responsibilities
You agree to:
Provide a full and clear description of the work to be undertaken at the time of booking.
Ensure the Site is safe, suitable, and has adequate access for our Operatives and equipment.
Provide a working water supply (outside tap) unless otherwise agreed.
Provide access to electricity if required (e.g., for steam cleaning equipment).
Inform us of any underground or overhead hazards (e.g., power lines, fragile surfaces, sprinkler systems) prior to arrival.
Clear the area of furniture, vehicles, pets, and other obstacles before we arrive.
Ensure that any pets are kept indoors or secured away from the work area during the Services.
Indemnify us against all costs, claims, and liabilities arising from your failure to meet these responsibilities.
6. The Services
We will carry out the Services using reasonable care and skill in accordance with industry standards.
The Services will be carried out using the method we deem most suitable for the surface (pressure washing, soft washing, or steam cleaning).
We do not guarantee the removal of all stains, particularly rust, oil, paint, or cement residue, where these have deeply penetrated the surface.
We are not responsible for pre-existing damage to surfaces (e.g., cracked tiles, loose pointing, blown render) that becomes visible or worsens after cleaning.
For roof cleaning: we do not pressure wash roofs. We use manual scraping and soft washing biocides or low-pressure steam cleaning. We are not responsible for existing loose or damaged tiles, moss removal revealing pre-existing cracks, or gutters blocked prior to our arrival.
For render cleaning: we use soft washing only. We are not responsible for pre-existing blown render, cracks, or poor application.
For brick and stone cleaning: we use methods appropriate to the material. We are not responsible for pre-existing erosion, spalling, or historical damage.
7. Site Access & Working Conditions
The Services will be carried out during standard working hours (8am – 4pm) Monday to Friday, unless otherwise agreed.
We reserve the right to postpone or cancel a booking due to:
Adverse weather conditions (heavy rain, ice, high winds above 25mph, lightning)
Unsafe site conditions (asbestos, hazardous materials, structural instability)
Lack of access to water or electricity
If we cancel due to unsafe conditions or adverse weather, we will reschedule at no extra cost. If the Customer cancels due to weather, normal cancellation charges apply.
8. Cancellation
If you cancel a confirmed booking:
More than 7 days’ notice: No charge
48 hours to 7 days’ notice: 25% of the agreed quote
Less than 48 hours’ notice: 50% of the agreed quote
Same-day cancellation or failure to provide access: 100% of the agreed quote
We reserve the right to cancel a booking due to unsafe site conditions, adverse weather, or your breach of these Terms. In such an event, we will reschedule or provide a full refund at our discretion.
9. Liability
We will make every effort to carry out the Services safely and to a high standard.
Our liability for any loss or damage suffered by you is strictly limited to the value of the Service charge.
We shall not be liable for:
Indirect or consequential loss, including loss of profits, business, or contracts
Damage to surfaces that were already cracked, loose, or deteriorating prior to our arrival
Damage caused by failure to disclose hazards (e.g., fragile surfaces, hidden cables)
Staining that remains after appropriate cleaning methods have been used
Water ingress where pre-existing gaps or cracks exist in cladding, render, or roofing
Nothing in these Terms excludes or limits our liability for:
Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
10. Guarantee
For soft washing services (render, roof, cladding), we guarantee the treated surface will remain visibly cleaner of algae and biological growth for 12 months from the date of service, provided normal atmospheric conditions.
This guarantee does not cover:
Physical damage to the surface after cleaning
Staining from nearby trees, pollution, or industrial fallout
Surfaces that were not originally treated (e.g., different elevations)
If regrowth occurs within 12 months, we will retreat the affected area at no cost, subject to reasonable access.
11. Health & Safety
Our Operatives are trained in:
Working at height (using water-fed poles, ladders, and cherry pickers where required)
COSHH (safe handling of cleaning chemicals)
Risk assessment and method statements
For commercial or high-risk projects, we can provide a written Risk Assessment and Method Statement (RAMS) upon request.
We hold:
Full public liability insurance (available upon request)
CHAS premium accreditation
NEBOSH certification
IEMA environmental accreditation
12. Complaints
If you are not satisfied with any aspect of our Service, please contact us within 7 days of completion. We will investigate and, if necessary, return to rectify any legitimate issues at no additional cost.
We cannot consider complaints raised more than 14 days after completion of the Services.
13. Termination
We may terminate the Services immediately if:
You fail to pay any sum when due
You are in breach of these Terms
The Operative deems the working conditions to be unsafe
Upon termination, the full agreed Service charge will remain payable for any work already carried out.
14. General
Governing Law: These Terms are governed by the laws of England and Wales.
Severability: If any part of these Terms is found to be unenforceable, the remainder will continue in full force.
Force Majeure: We are not liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, strikes, or supply chain disruptions.
15. Insurance
We hold full public liability insurance up to £2 million. Copies of our insurance certificate are available upon request.
The Customer is responsible for their own insurance coverage for their property and contents during the Services.
16. Contact Us
For any questions about these Terms and Conditions, please contact us via our website contact form or at:
H2O Surface Cleaning
1 Bannut Tree Gardens
Bridstow
Ross-on-Wye
Herefordshire
HR9 6AJ
Phone: 07418 044 116
Email: book@h2oaccesshire.com
Business Information
H2O Surface Cleaning trading under H2O Exterior Cleaning Limited
Company Number: 12130265
Registered office address: 1 Bannut Tree Gardens, Bridstow, Ross-On-Wye, England, HR9 6AJ
VAT number: 375833366
