Terms & Conditions of Service

1Our Service

Vue provides scheduled exterior property cleaning services, including:

• Residential window cleaning
• Commercial window cleaning
• Gutter clearing
• Fascia and soffit cleaning
• Conservatory cleaning
• Solar panel cleaning
• UPVC cleaning
• Other exterior cleaning services agreed with the customer

The exact service included will be shown on your quotation, booking or customer account.

Unless specifically agreed otherwise, our window cleaning service is for exterior cleaning only.

2Quotations and Pricing

Prices are based on the property and service information supplied to us.

Prices quoted through our website or by Vue are fixed for the service described in the quotation.

If information supplied about the property is materially incorrect, or the property is substantially different from that described when the quotation was produced, we may contact you before carrying out the service to agree any necessary change.

Additional work not included in the original quotation will only be charged where it has been requested or agreed.

3Regular Cleaning Frequencies

Our regular window-cleaning services operate primarily on:

• 4-weekly schedules; or
• 8-weekly schedules.

These frequencies represent the normal interval between cleans rather than a guarantee of service on an exact calendar date.

Routes may occasionally move because of weather, operational requirements, public holidays, access issues or route optimisation.

Where possible, we will notify you before your visit.

4Access to Your Property

Customers do not normally need to be home while we clean.

You are responsible for providing reasonable access to all areas included in your service.

Please ensure:

• Gates are unlocked
• Access routes are reasonably clear
• Pets are safely secured where necessary
• Any access information we require is kept up to date

If we cannot access part of the property, we may clean the areas that are accessible.

You will only be charged for work actually completed unless a different arrangement has been agreed in advance.

5Weather

Vue operates in most normal weather conditions, including light rain.

Our professional pure-water cleaning system allows window cleaning to be carried out effectively in a wide range of conditions.

We may postpone or rearrange work where weather conditions make cleaning unsafe, impractical or likely to produce an unacceptable result.

6Cleaning Method

We primarily use professional water-fed pole and pure-water cleaning systems, allowing our team to work safely from ground level wherever reasonably possible.

Unless otherwise stated, routine window cleaning includes the exterior glass together with the associated frames and sills that can reasonably be cleaned using our normal equipment.

Some staining, scratching, failed glazing units, mineral deposits, paint, cement, silicone, adhesive or pre-existing damage may not be removable through routine window cleaning.

7First Cleans and Heavily Soiled Properties

A first clean may require more work than subsequent maintenance cleans.

Where a property requires specialist restoration, removal of building residue or unusually extensive additional work, this may fall outside our standard maintenance-cleaning service.

We will advise you where reasonably possible if additional work or a separate quotation is required.

8Payment

Payment is due upon completion of the service unless otherwise agreed.

Customers will normally receive a secure payment link by text message or email through our customer-management and payment system.

Customers may also be able to manage payment information and account details through the Vue Client Hub.

Please do not send card details by text message or ordinary email.

Any genuine outstanding balance remains payable even if regular cleaning services are subsequently cancelled.

9Overdue Accounts

If an account becomes overdue, we may:

• Send payment reminders
• Temporarily suspend future services
• Contact you regarding the outstanding balance
• Take reasonable steps to recover money properly due

Any interest or recovery charge will only be applied where it has been properly disclosed, is fair, and is permitted by applicable law.

10Cancellations, Skips and Changes

For routine schedule changes or skips, we ask customers to give us at least 48 hours' notice wherever reasonably possible.

Customers may cancel their ongoing window-cleaning service.

There is no requirement to continue receiving regular cleans indefinitely unless a separate fixed-term agreement has expressly been entered into.

Cancellation does not remove liability for services already completed or outstanding invoices.

11Your Statutory Cancellation Rights

Where you enter into a contract with us online, by telephone or away from our business premises, you may have a statutory right to cancel the contract within 14 days without giving a reason.

If you ask us to begin providing services during this cancellation period, we may ask you to expressly request early performance.

If work has already been carried out at your request before you cancel, you may be required to pay a reasonable proportion for the service already supplied, where permitted by law.

Your statutory rights are not affected by these Terms.

12Rescheduling by Vue

Occasionally we may need to change a planned visit.

This may happen because of:

• Severe weather
• Staff absence
• Vehicle or equipment problems
• Operational disruption
• Public holidays
• Route changes
• Safety concerns
• Circumstances outside our reasonable control

We will aim to complete the service within a reasonable period and provide appropriate notification where possible.

13Satisfaction Promise

We want customers to be happy with the service they receive.

If you believe an area included within your clean has not been cleaned satisfactorily, please contact us as soon as reasonably possible after the service.

Where there is a genuine cleaning issue, we will normally return and re-clean the affected area at no additional charge.

If we cannot reasonably resolve a genuine service-quality problem, we may reduce or waive the relevant charge as appropriate.

This promise does not apply to pre-existing damage, staining or defects that cannot reasonably be corrected through normal cleaning.

Your statutory consumer rights remain unaffected.

14Existing Damage and Property Condition

Our team will take reasonable care while working at your property.

We are not responsible for damage resulting from:

• Pre-existing defects
• Loose or defective fittings
• Rotten or damaged frames
• Failed window seals
• Unsecured items
• Unsafe structures
• Defective guttering or roofing
• Normal deterioration

This does not exclude or restrict liability where it would be unlawful for us to do so.

If you believe Vue has caused damage, please contact us promptly so that we can investigate.

15Customer Responsibilities

Customers are responsible for providing accurate information relevant to the service, including:

• Correct property address
• Current mobile number
• Current email address
• Access information
• Relevant hazards
• Changes to the property that may affect the service

Please notify us when these details change.

16Communication

We may contact you regarding your service by:

• SMS
• Email
• Telephone
• Client Hub notifications
• Other appropriate electronic communication

This can include visit reminders, schedule changes, invoices, payment links and important information concerning your account.

These operational communications are separate from optional marketing communications.

17Client Hub and Online Services

Customers may be provided with access to an online Client Hub.

Depending on the functionality available, the Client Hub may allow customers to view service information, quotations, invoices, payment information and upcoming visits or submit requests.

Customers are responsible for keeping access links and account information reasonably secure.

18Customer Service and AI

Vue may use automated or AI-assisted customer-service systems to help answer routine enquiries, record requests and direct customers to relevant information or self-service options.

Where appropriate, an enquiry may be escalated to a member of our team.

19Recurring Services and Price Changes

Regular cleaning is provided on an ongoing basis until cancelled by either party.

Prices may be reviewed periodically to reflect changes including operating costs, wages, fuel, equipment, taxation and the cost of providing the service.

Where we change the price of an existing recurring service, we will provide reasonable notice before the new price takes effect.

Customers may cancel their ongoing service if they do not wish to continue at the new price.

20Ending or Refusing Service

Vue may suspend or discontinue service where reasonably necessary, including where:

• Payments remain outstanding
• Safe access cannot be provided
• A property presents an unreasonable safety risk
• A customer or other person behaves abusively or threateningly towards our team
• The property falls outside an area we can reasonably service
• Continuing the service is no longer commercially or operationally reasonable

Where appropriate, we will provide reasonable notice.

21Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

We will not be responsible for losses that were not reasonably foreseeable when the contract was entered into or losses caused by circumstances outside our reasonable control.

For business customers, different or additional contractual terms may apply.

22Data Protection

We use personal information in accordance with our Privacy Policy and applicable UK data protection law.

Our Privacy Policy explains what information we collect, how it is used, who it may be shared with and your rights.

23Changes to These Terms

We may update these Terms where reasonably necessary because of changes to our services, systems, business practices or legal obligations.

The current version will be published on our website.

Changes will not remove statutory rights that customers are entitled to under UK law.

24Governing Law

These Terms are governed by the laws of England and Wales.

Consumers retain any mandatory rights regarding where legal proceedings may be brought.

25Contact Vue

If you have a question about your service or these Terms, please contact: