Terms & Conditions
Quotations
All quotations are valid for 30 days. Allowing Dirty Marks Cleaning Services to carry out work following a quotation confirms acceptance of these terms and conditions.
Service
Fees quoted for gutter unblocking cover our professional attempt to remove a blockage. If we are unable to remove a blockage fully, the quoted fee will still be payable.
We are responsible only for cleaning work described within our quotation. We cannot guarantee correct water flow or accept responsibility for damp, leaks or other problems caused by faults or circumstances beyond our cleaning service.
Fees for external cleaning of gutters, fascias and soffits cover our normal systematic cleaning process. Some permanent staining or marks may remain after cleaning and the full fee will remain payable.
Dirty Marks Cleaning Services will not be responsible for gutters, fascias, soffits, brackets or other components which break during normal cleaning because of existing wear, deterioration or damage.
Payment
Payment for services is due upon receipt of invoice.
Cancellation
One month’s notice is required when cancelling a monthly domestic window-cleaning service.
For services carried out more frequently than monthly, notice equal to one service interval is required. For example, a fortnightly service requires two weeks’ notice and a weekly service requires one week’s notice.
Cancelling your Direct Debit does not automatically cancel your cleaning service. Cancellation must be made by phone, email or in person.
We reserve the right to request full payment where insufficient cancellation notice has been provided. Deposits relating to cancelled or rescheduled work are non-refundable.
Complaints
We always aim to provide a high standard of service. Complaints regarding the quality of cleaning should be made within 24 hours of your clean, giving us an opportunity to investigate and put matters right.
We aim to respond to complaints within five days. Where an inspection or remedial visit is necessary, we aim to arrange this within 28 days.
If a complaint cannot be resolved after our complaints procedure has been exhausted, eligible customers may refer their complaint to Which? Trusted Traders’ Alternative Dispute Resolution (ADR) service.
Which? Trusted Traders can provide further information about eligibility for ADR on 02922 670 040.
COMPLAINTS POLICY
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.
