1. By using our service customers are agreeing to and accepting our terms and conditions.

Service bookings are made as per the customers requested schedule. We will allocate a booking slot on a round to a customer and we will allocate the necessary personnel and resources required to carry out our service to fulfil that booking. We will notify customers of the booking when first placed before any scheduled service is to take place by either text message or by email. Once this notification is sent the full price of the scheduled booking becomes chargeable. For regular customers you will receive your next due date on the back end of your invoice email or via text message.

Access

To carry out the service that customers have requested any gates or access areas must be unlocked and clear prior to our arrival to enable us to access to the property. Whilst every effort is made to gain access to the property to carry out our service, if access is denied due to gates being locked or any other obstruction prevents a full service or only enables a partial clean, we will charge the full price of that customers service to cover the cost of the requested booking that we have allocated to you. Where appropriate all access areas must be free of dog’s mess. The cleaning process requires our staff to move around the access areas and equipment needs to be manoeuvred. If we are not able to work in an area of the property due to this, we will clean what we can and this partial clean will be charged at the full price to cover the cost of that allocated booking.

Reschedule policy

We will need at least 48 hour’s notice.
Following this communication, cancellations or rescheduling requests cannot be accepted as the service has been booked in, with staff and resources already being allocated. If customers wish to reschedule or cancel a service, they can do this very easily by simply sending us their request in writing at any point up to 48 hours until their next appointment. This will give us the time required to replace those customers allocated slot with another customer who needs our service. If we cannot gain full access on a planned service visit, we will clean what we are able to and we will charge the full price of the booked appointment. If no access is possible, a customer has moved from the property, or if there is any other reason that means we are not able to visit a property to carry out our service then that customer will be charged the full price of the booking in order to cover the unused service slot. If, due to bad weather, and/or public holidays we are unable to provide our service on your due date we, will endeavour to do so within 5 working days of the given due date. In some rare circumstances our visit could take longer than the additional 5 working days. It is the customers responsibility to notify us in writing immediately of any reason that would prevent us from carrying out our service on this due date, and also the following period. There is a recurring cost incurred to our company for having a customer on our system such as business insurance, vehicle insurance & wages to name a few. Our service is provided to customers on the basis that they use their slot as per their requested schedule in order to cover our associated costs. If a customer repeatedly reschedules a service, then our costs will not be covered, and that customers service will be discontinued. that booking slot will be given to another customer who needs our service.

Change of frequency

Customers may change the frequency of service from us. Customers wishing to change the frequency of our service to their property may do so by giving at least 48 hours notice in writing prior to the agreed due date.

Payment

The payment methods we accept are Gocardless/BACS.

We require prompt payment for services rendered. Payment for services carried out is due upon
the satisfactory completion of the work or within
14 days’. Commercial works have a 30 day payment policy. Should we not receive payment within this timescale customers will receive an automated text message or email reminder. If payment is not settled after this reminder, ‘reasonable charges will be recovered’.

Satisfaction guarantee

We take pride in our work and we want our customers to be satisfied with the service provided. If in the unlikely event our service does not meet customer expectations, please notify us within 24 hours and a revisit will be arranged to correct any agreed fault in service free of charge.

Timings

Our service is planned and scheduled in specific geographical order and the application of some services take a little longer than others, consequently we are not able to provide an exact time for attendance at individual properties. If required, we can provide an approximate time frame for our service visit. This may not be wholly accurate, and timings are always subject to change.

Your scheduled Visit

Our service is provided on a 4,6 or 8 weekly cycle. We complete hundreds of cleans in a very specific geographical order during these 4,6 or 8 weekly cycles. We aim to complete our service to customers on the schedule that customers have requested/agreed with us. However, public holidays and unsuitable weather conditions may prevent us from doing this. We aim to complete any delayed service within 5 working days of the original due date. however, it is still the customers responsibility to notify us before any service in writing of any need to reschedule our service.

Wet weather

Our service will be provided on days of light to medium rain. This will not adversely affect the quality of the clean. For customer assurance we provide a rainy-day guarantee. In the unlikely event that customers are not entirely satisfied contact us within 24 hours following the clean and we will attend to correct any issue free of charge. We monitor weather conditions closely to determine whether the prevailing conditions are suitable for our service. In severe weather conditions we will notify customers by text message or email on the scheduled clean day should we determine that to provide our service in such conditions would be hazardous or detrimental to our quality commitment. Cancellations or rescheduling by customers because of weather conditions will not be accepted. If on arrival on the scheduled clean day our service is declined, or we receive communications of cancellation or rescheduling due to weather conditions the full price of the booking will be charged.

Quotes

Following enquiries about our service we will provide a standard quotation based on the information given to us at the time of the enquiry and will be valid for 4 weeks. Our standard window cleaning service includes window and doors for the main property unless any outbuildings were added to the quote.
Conservatory’s and conservatory roofs are not included in our standard window cleaning service. Quotations for our conservatory cleaning service are available upon request. Quotations for our standard cleaning service are for maintenance cleans unless otherwise stated. The removal of debris such as cement, paint, silicones, varnish or any other building related materials are not included in our standard cleaning service.
Should this be required we have available a builders cleaning service that specifically deals with the removal of debris from glass. The builders clean service is charged on an hourly basis.
Our standard window cleaning service and builders’ cleaning service do not cover the repair or removal of staining on wood or UPVC surfaces. This is a specialist service that we do not provide.
Please not all our prices will be + VAT.

Cancellation

To cancel our service, we require customers to give written notice. Customers can cancel our service at any point following the last clean and up to 48 hours before their next scheduled service. If a customer cancels our service outside of these times that customer will still be charged the full price of the booking to compensate DJT’s Cleaning Services for an unused booking.

Pressure washing

Customers commissioning this service are advised that during washing operations a jet of water is applied to a surface under high pressure. Customers are further advised that any loose or weak surfaces may be dislodged during the cleaning process. Particular attention should be given to areas of loose patio slabs, loose block paving and loose mortar in garden brick wall features. Similarly, pressure washing close to flowerbeds, decorative loose stones and/or grassed areas could become untidy or even slightly damaged. Every effort is made during the pressure washing process to minimise any potential damage, but this cannot be guaranteed. This service on the strict understanding that pressure washing will be carried out at the customer’s own risk. Prior to washing, the area must be free of garden furniture, ornaments, flower tubs and BBQ’s unless we have stated this in the quote.

Waste

Following pressure washing, and any other services we offer there will be accumulations of moss, sand, weeds and leaves to be disposed of. Waste disposal is not part of the service we provide and is not included in the price quoted. If a customers’ green bin is available the accumulated debris will be placed therein, if not then it will be the responsibility of the customer to dispose of this material accordingly unless stated in the quote.

Cancellation of a customer’s service

If any customer does not follow our terms and conditions then we reserve the right to cancel that customers service with immediate effect and without notice.

Balcony access

At times access to balcony’s is required in order to access windows. This task is optional and is at the customers discretion. Although we are very careful when carrying out these tasks, there is a small risk that by doing so damage may be caused to items on the balcony such as plant pots or other decorative items. Access to these areas are taken at the customers own risk, and DJT’s Cleaning Service accepts no responsibility for any household/garden items or any part of the property damaged during this activity.

Roof cleaning

Our roof cleaning service can only commence in dry weather so we could have to reschedule weather permitting.
We use a mobile scaffolding tower to clean roof which enables us to work safe and also prevents any damage to your roof tiles.
If you have broken roof tiles we will take pictures and inform you of any broken tiles or any damages visible.
Our service cannot accept any responsibility for any damages to your roof as the method we use eliminates any course of damage.
If you require our abseiling team for special access we will take no responsibility for any damage that are present beforehand but any damages caused by ourselves will be covered and repaired straight away.

DJT’s Cleaning Services – Roof Scrape Moss Removal & Treatment Terms and Conditions

1. Scope of Work

A roof scrape consists of removing the heaviest moss from roof surfaces to expose more of the tiles and improve the effectiveness of biocidal treatment. This is followed by the application of a biodegradable biocide to kill remaining moss, algae, and lichen.

2. Tile Condition & Damage Disclaimer

Moss may conceal pre-existing damage, such as cracked tiles or masonry. While DJT’s Cleaning Services will always exercise care to avoid breakage, we are not liable for any damage revealed or caused by hidden weaknesses during moss removal. Any remedial repairs can be arranged through our recommended roofer.

3. Visible Moss Post-Treatment

Some moss organisms may remain visible after scraping. These will die and decay naturally after the biocide application. Visible changes (orange/yellowing) typically begin within 5 days, with full cleansing occurring gradually through weathering.

4. Colour Changes & Roof Appearance

While we aim to restore tiles to their best original state, colour changes are common due to UV damage, aging, or natural weathering. Patchiness may occur where moss has preserved tile colour differently. DJT’s Cleaning Services is not responsible for colour changes revealed after moss removal or biocide application.

5. Access & Equipment Use

All work is carried out from the ground or a scaffold tower to minimize roof tile damage.

• Scaffold towers will not be used in wind conditions exceeding 17mph (as per PASMA safety guidelines). Work may be postponed due to weather.

• For complex access jobs requiring abseiling subcontractors, DJT’s Cleaning Services is not responsible for pre-existing damage. Any damage caused by us will be repaired immediately.

6. Biocide Requirement

A biocide treatment is mandatory and must follow every roof scrape. We do not accept scrape-only jobs. Biocide helps remove residual organisms and provides a protective barrier. For lasting results, we recommend reapplication every 3 years.

7. Roof Condition & Leaks

By agreeing to the service, the client confirms the roof is free of leaks. If leaks are known and work proceeds, it is understood the client has accepted the risk. DJT’s Cleaning Services is not responsible for roofs in poor condition or already compromised.

8. Gutter Policy

Nearby gutters will be checked for clearance post-scraping. Full gutter cleaning is not included unless specifically agreed upon in your quote.

9. Safety During Treatment

During scraping and biocide application, all pets and persons must remain indoors or outside the work zone. This is a strict safety requirement to prevent injury from falling debris or chemical overspray. This term is non-negotiable.

10. Acceptance of Terms

By scheduling and allowing work to begin, the client agrees to these Terms and Conditions in full.

Damages

Sometimes parts of windows or frames such as plastics or lead become dislodged during the cleaning process. If lead or any other part of the window frames become dislodged or detached such as air vents or UPVC frames, this is due to these parts being loose, and is not caused by the cleaning process. Cleaning of these areas of the windows and frames is carried out at the customer’s own risk. DJT’s Cleaning Services accepts no responsibility for any loose or detached parts of windows or frames including leaded windows.

One off cleans

As a busy company our regular customers are our main priority. To maintain our regularity and reliability for our regular customers, we do not provide a one-off window cleaning service. This will be made clear to all potential customers in our communications. DJT’s Cleaning Services will only provide a service to customers that require a long-term window cleaning service.
If it becomes apparent that a customer is using our service as a one-off window cleaning service, short term window cleaning service, or have a for sale sign visible at their property, then our service will not be carried out.

Our service is provided to customers on the agreement that our terms and conditions are adhered to at all times. It is our policy that in the event that any of our terms and conditions are not followed then our service for that customer will be discontinued, and that customers slot will be given to another customer.

Deposits

Deposits are refundable if circumstances occur beyond our
control.

Communication

We aim to respond to communications within 24 hours of receipt. Any customer requests must be submitted in writing. Customer requests not submitted in writing are not guaranteed to be actioned. Customer requests can take up to 24 hours from receipt to be actioned, and it is the customers responsibility to submit their request in good time, to ensure that their request is reviewed and implemented. Failure to submit requests in line with the above may result in requests not being reviewed and actioned, and any consequences of the beforementioned are the sole responsibility of the customer.

Terms and conditions

All services are provided under DJT’s Cleaning Service terms and conditions and will take precedence over any other conditions whether it be for a company or a private customer. By commissioning any of the services provided by DJT’s Cleaning Services customers fully agree to accept these terms and conditions.

Privacy policy

To provide our customers with the service requested we need information regarding their property and basic details about them. All such information is held confidentially and used solely in connection with the service provided by us to them and will not be shared with any third party. If we take photos, we will ask the property owners consent if we can use any photos for advertising purposes. Details of customers who no longer require our service will be deleted once any outstanding monies are paid in full. Our contact, utilising customer details held on file, will be limited as follows:

1. Responding to quotation requests

2. Notification of scheduled visits

3. Visit variations due to adverse weather conditions

4. Overdue payment reminders

DJT’s Cleaning Service reserves the right to change and/or amend these terms and conditions. Current terms and conditions are available on request.

Dean Tilling trading as DJT’s cleaning services.

April 2025

The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.