Open & Transparent
Service Terms
At OutServe, we believe in providing a reliable, professional and sustainable service that our customers can depend on. These terms and conditions are designed to ensure complete transparency and set clear expectations for both our customers and our team.
The following terms apply to all services provided by OutServe, including window cleaning, grass cutting, gutter clearing and any additional maintenance work. By booking a service with us, you agree to the terms outlined below.
If you have any questions, please don't hesitate to get in touch—we're always happy to help.
Window Cleaning
Regular Service
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Our regular window cleaning service operates on a four-weekly or eight-weekly basis and includes the external cleaning of windows, frames, sills and doors. excludes conservatory, extensions & Velux windows unless otherwise agreed.
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Removal of paint, render, glues etc is excluded and maybe available separately.
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By booking a regular service, customers agree to a minimum commitment of three cleans.
Access
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Customers are responsible for ensuring safe access to all areas of the property, including rear gardens and side gates.
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If we are unable to gain access due to locked gates, parked vehicles or other restrictions outside of our control, the full service charge will still apply.
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Under no circumstance will OutServe enter the inside of any residential property.
Arrival Times
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OutServe operates Monday to Friday between 9:00 am and 6:00 pm.
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Customers will receive a courtesy text message the evening before their scheduled clean. Due to traffic, weather and the nature of our work, we cannot guarantee specific arrival times.
Cleaning Method
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We use a professional pure-water system, which leaves windows wet to dry naturally without detergents or chemicals.
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Chemicals maybe used to enhance a clean when appropriate.
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Please do not wipe or dry the glass after cleaning, as this can leave marks and affect the finish.
Weather
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We continue to work in rain, as pure-water cleaning is not affected by normal weather conditions. Services may only be postponed in severe weather, such as thunderstorms, strong winds or icy conditions.
Open Windows
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Customers are responsible for ensuring that all windows are closed on the day of their scheduled clean.
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If windows are left open when we arrive, we will attempt to close them where it is safe and appropriate to do so and will clean the property to the best of our ability.
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Any windows that open inwards or cannot be safely closed from the outside will be skipped and no discount or refund will be provided.
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OutServe accepts no liability for water ingress or damage resulting from windows that have been left open or are not adequately sealed.
Water Ingress
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Whilst water ingress into a property as a result of external window cleaning is extremely uncommon, customers acknowledge that small amounts of water may occasionally enter a property due to pre-existing defects or maintenance issues.
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Common causes include blocked drainage channels within window or door frames, failed seals, damaged seals, defective installation or windows and doors that are not fully weatherproof.
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Customers are responsible for ensuring that all drainage holes and seals are properly maintained and in good working order.
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OutServe accepts no liability for any damage, cleaning costs, inconvenience or water entering a property where the cause is found to be a blocked drainage channel, failed seal, defective window or door, or any other pre-existing defect.
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OutServe will only accept liability for water ingress where it can be demonstrated that the damage was caused directly by our negligence or failure to exercise reasonable care whilst carrying out the work.
Payments
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Payment is due on the day of service unless another arrangement has been agreed in advance.
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Payment can be made by direct debit, bank transfer or cash.
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Payments made by bacs must use reference, house number & street name.
Skips and Cancellations
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To keep our prices fair and sustainable, regular window-cleaning customers are permitted a maximum of two skipped visits per calendar year, provided at least 2 days' notice is given.
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These skips are intended for holidays and exceptional circumstances only.
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Our prices are based on maintaining properties on a regular schedule, and we do not charge extra for first cleans or periods where additional work is required.
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The reminder text sent the evening before your visit is a courtesy reminder and should not be used to cancel or postpone your appointment.
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Requests to skip or cancel on the day of service will still be charged in full, The property may be removed from the regular round.
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Customers who repeatedly skip visits or fail to provide adequate notice may be moved to a less frequent schedule or have their regular service withdrawn.
Quality Guarantee
Customer satisfaction is extremely important to us. If you are unhappy with the quality of your clean, please contact us within 24 hours and we will gladly return to inspect any genuine issues. In our experience, the vast majority of complaints relating to marks or smears are caused by dirt, condensation or residue on the inside of the glass, which is outside the scope of our external window-cleaning service. We will always ask customers to check the inside of the windows before arranging a return visit.
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If a return visit is requested and it is found that the marks or smears are present on the inside of the glass, or are unrelated to the work carried out by OutServe, we reserve the right to charge a call-out fee of up to 50% of the original service price.
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This charge will not apply where the issue is found to be the result of our work.
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Customer satisfaction is important to us. If you are unhappy with any aspect of your clean, please contact us within 24 hours and we will return to inspect and rectify any genuine issues free of charge.
Grass Cutting
Regular Service
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Our grass-cutting service operates on a regular two-weekly schedule between March and November.
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Prices are based on maintaining the lawn regularly throughout the season.
Skips and Cancellations
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To keep our prices fair, customers are permitted a maximum of two skipped visits per season, provided at least 14 days' notice is given.
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These skips are intended for holidays and exceptional circumstances.
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The reminder text sent the evening before your visit is a courtesy reminder and should not be used to cancel the appointment and full service fee may still be charged.
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Requests to skip a visit on the day of service will still be charged in full or removed from the regular round.
Growth and Seasonal Changes
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Grass growth varies throughout the year. We do not charge extra during periods of heavy growth in spring and autumn, even when lawns require additional time and multiple passes.
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Likewise, prices remain the same during slower periods and dry weather.
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To help maintain a healthy lawn during hot weather, customers are encouraged to water regularly to prevent the grass from becoming dormant.
Access
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Customers must ensure that lawns are accessible and free from hazards, including animal waste, children's toys, garden equipment and vehicles.
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If we are unable to safely complete the work, the visit will still be chargeable.
Stones, Obstacles and Decorative Borders
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Every care is taken to avoid stones and other hard objects whilst carrying out grass-cutting and maintenance works. However, where stones, gravel, decorative chippings or rock edging are used directly alongside the lawn, OutServe accepts no liability for damage caused should a stone come into contact with our equipment and become displaced.
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Customers are responsible for ensuring that lawns are free from loose stones, children's toys, pet toys, garden ornaments, tools, hoses and any other hidden obstacles before our arrival.
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Whilst we always take reasonable precautions, mowing and strimming equipment can occasionally cause debris or objects to become airborne. OutServe cannot accept liability for damage or injury resulting from loose objects, decorative borders or hazards that have not been removed before work commences.
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We strongly advise against using stones, gravel or decorative edging directly adjacent to grassed areas, as these materials can pose a risk to property, vehicles and people when mowing or strimming.
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Where excessive stones, hazards or unsafe conditions are present, OutServe reserves the right to postpone or refuse work until the area has been made safe. In such circumstances, the scheduled visit may still be chargeable.
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By booking our grass-cutting service, customers acknowledge and accept the risks associated with stones, decorative edging and other objects installed or left within the working area.
Arrival Times and Payments
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Grass-cutting appointments take place Monday to Friday between 9:00 am and 6:00 pm.
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Customers will receive a reminder message the evening before attendance and a payment message after completion.
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Payment is due on the day of service unless another arrangement has been agreed in advance.
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Payment can be made by direct debit, bank transfer or cash.
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Payments made by bacs must use reference, house number & street name.
Safety
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OutServe reserves the right to postpone or cancel work if weather conditions or site conditions make it unsafe to proceed.
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OutServe will always notify the customer of any issues or updates to schedule.
Customer Satisfaction Guarantee
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Customer satisfaction is extremely important to us, and we take pride in delivering a reliable and professional grass-cutting service.
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If you are unhappy with any aspect of the work carried out, please contact us within 24 hours of the service being completed and we will gladly return to inspect any genuine concerns.
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Please note that grass-cutting is a maintenance service, and the overall appearance and health of a lawn can be affected by factors outside of our control, including weather conditions, drought, excessive rainfall, weeds, moss, pests, pet damage and the general condition of the lawn.
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Our service includes mowing and routine maintenance only and does not guarantee a perfectly striped, weed-free or disease-free lawn.
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Where a complaint is found to be the result of our workmanship, we will rectify the issue free of charge. However, OutServe reserves the right to charge for return visits where the concern is unrelated to the work carried out or is due to factors outside of our control.
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We are committed to working with our customers to achieve the best possible results and welcome any feedback on how we can improve our service.
Gutter, Fascia, Soffit and Exterior PVC Cleaning
Gutter Clearing Service
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Our gutter-clearing service is designed to remove leaves, moss, vegetation and general debris from gutters and downpipes to restore water flow and help prevent blockages.
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We aim to remove at least 95% of all debris and will always ensure that gutters and downpipes are clear and flowing correctly before leaving the property.
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To achieve the best possible results, we use a combination of modern gutter vacuums, ladders and hand tools, depending on the type of property and the nature of the blockage.
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Unless otherwise agreed, the service includes clearing accessible gutters and downpipes only.
Exterior Gutter, Fascia and Soffit Cleaning
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Exterior cleaning of gutters, fascias, soffits, cladding and other PVC surfaces is a separate service from gutter clearing and must be booked separately unless specifically included in the quotation.
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This service is designed to remove surface dirt, algae, mould, traffic film and general staining from external surfaces. Whilst every effort will be made to achieve the best possible results, we cannot guarantee the removal of permanent staining, discolouration, oxidation, faded finishes or marks caused by age and weathering.
Chemicals and Cleaning Solutions
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To achieve the best possible finish, OutServe may use professional cleaning solutions and chemicals designed for exterior cleaning. All products are used in accordance with the manufacturer's instructions and diluted appropriately.
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Customers are responsible for notifying us in advance of any delicate plants, fish ponds, painted surfaces, outdoor furniture or other items that may require additional protection or removal to a safe place.
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Although every reasonable precaution is taken, OutServe cannot accept liability for damage caused by pre-existing defects, poor installation, faded surfaces or reactions caused by incompatible materials.
Repairs and Leaks
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Gutter clearing is a maintenance service and does not include repairs to leaking gutters, damaged brackets, cracked fittings or faulty joints.
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While clearing gutters, existing leaks or defects may become apparent. Any repairs, replacement joints, brackets or additional remedial work will be quoted and billed separately.
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We cannot guarantee that clearing a gutter will resolve leaks caused by damaged, worn or incorrectly installed guttering.
Access and Safety
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Customers are responsible for ensuring safe access to all work areas. OutServe reserves the right to postpone or refuse work where access is unsafe or restricted.
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We will not walk on conservatory roofs, garage roofs or any other fragile surfaces unless expressly agreed in writing.
Customer Expectations
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Exterior PVC cleaning is intended to improve the appearance of gutters, fascias and soffits; however, some staining, fading and weathering may remain after cleaning.
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Gutter clearing and exterior cleaning are separate services and one does not automatically include the other unless stated on your quotation or invoice.
Cancellations and Access
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A minimum of 48 hours' notice is required to cancel or rearrange any gutter-clearing, fascia, soffit or exterior PVC cleaning appointment.
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If work is cancelled within 48 hours of the scheduled appointment, or if we are unable to carry out the work due to lack of access, the full invoice will remain payable.
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Examples of unavailable access include locked gates, vehicles blocking access, restricted entry or any other circumstance outside of OutServe's control that prevents the work from being completed.
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As these appointments often require specialist equipment, chemicals and dedicated time within our schedule, late cancellations cannot always be filled at short notice.
Payment Terms
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Payment is due immediately upon completion of the work unless otherwise agreed in writing before the appointment.
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Payment can be made by bank transfer or cash using the details provided on the invoice.
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Invoices remaining unpaid for more than 14 days may incur additional administration charges and future services may be suspended until the outstanding balance has been settled.
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OutServe reserves the right to withhold future bookings and regular services where previous invoices remain unpaid.
Important Information
Health and Safety
The safety of our customers, staff and members of the public is our highest priority. OutServe reserves the right to postpone, reschedule or refuse work where conditions are deemed unsafe.
Work may be suspended or cancelled in the following circumstances:
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High winds, lightning, snow, ice or other adverse weather conditions.
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Unsafe access or unstable ground conditions.
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Aggressive animals or unsecured pets.
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Obstructions preventing safe access to the work area.
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Excessive hazards, including loose stones, debris or unsafe structures.
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Faulty, damaged or unstable gutters, roofs, windows, fences or other fixtures.
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Unsafe electrical installations, cables or equipment.
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The presence of children or members of the public within the immediate working area.
Customers are responsible for ensuring that pets are secured and that the work area is free from obstacles, toys, garden equipment and other hazards before our arrival.
OutServe reserves the right to cease work immediately if our staff believe that continuing would place themselves, the customer, neighbouring properties or members of the public at risk.
Where work cannot be completed due to health and safety concerns outside of OutServe's control, the scheduled visit may still be chargeable.
You could also add a section specifically for working at height, because you regularly use ladders and gutter vac systems:
Working at Height
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Some services require the use of ladders, poles and specialist access equipment. Customers must not move, interfere with or attempt to use any equipment belonging to OutServe.
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For safety reasons, customers, children and pets must remain clear of all working areas whilst services are being carried out.
Pre-existing Defects and Damage
OutServe accepts no liability for pre-existing defects, wear and tear or damage, including but not limited to:
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Failed window seals.
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Cracked glass.
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Rotten timber.
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Loose or damaged guttering.
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Defective drainage channels.
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Faded or oxidised PVC.
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Damaged pointing, render or brickwork.
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Faulty doors and windows.
Any defects identified during our visit may be brought to the customer's attention.
Access and Customer Responsibilities
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Customers are responsible for ensuring safe and unrestricted access to the work area, including securing pets and removing obstacles such as vehicles, garden furniture, toys and tools.
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Additional charges may apply where access restrictions prevent work from being completed.
Photographs and CCTV
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OutServe may take photographs or video footage before, during and after works for quality control, insurance purposes and to assist with customer queries or complaints.
Weather Delays
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Services may be delayed or rescheduled due to severe weather, including high winds, lightning, snow, ice or any other conditions deemed unsafe.
Satisfaction Guarantee
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Any concerns regarding workmanship must be reported within 24 hours of completion to allow us to investigate and rectify any genuine issues.
Abuse and Conduct
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OutServe reserves the right to terminate services immediately where staff are subjected to abuse, threatening behaviour, harassment or repeated unreasonable complaints.
Force Majeure
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OutServe shall not be liable for delays or failure to provide services due to circumstances beyond our reasonable control, including severe weather, vehicle breakdowns, staff illness, road closures or other unforeseen events.
Amendments to Terms
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OutServe reserves the right to amend these terms and conditions at any time. The latest version will always be available on our website or printed upon request.