TERMS OF BUSINESS

OUR COMMITMENT TO YOU. We have the pleasure to submit a quotation for the above works, whilst the information contained below may relate to other services, it does however outline the professional standard to which we hold ourselves accountable.

Accepting a quote When accepting a quotation you are accepting our terms and conditions of business set out below.

Appointment times Due to the nature of works undertaken throughout the business day, appointment times are offered as either morning or afternoon time slots and are approximate timings as jobs may overrun due to unforeseen circumstances or traffic conditions. 

On request we can make contact to inform the owner/customer when they are the next job when we are travelling to the destination.

Weather conditions and working practices. We undertake work in all weather conditions apart from extreme weather such as gale force winds/heavy rain and temperatures that are either too hot/cold to work safely without causing harm to our staff or to others. If we are unable to attend the agreed appointment, we will offer the next availability within a work schedule close to the property.

Cancellation policy It is the owner/customer’s responsibility to provide a minimum of 24 hour’s written notice either email, text, or WhatsApp, should there be the need to cancel the agreed appointment. The cancellation applies notice to all appointments. If our team arrive at the property as arranged to undertake the agreed services and are turned away without notice, we will charge the full amount and the value of the job will be invoiced to the owner/customer to cover time and revenue lost and administration. All work over £1000 last minute cancellations will be charged at the rate quoted unless a minimum of 7 days is given in writing.

Recovery of cancellations In some case we will offer a discount of 50% to finalise the outstanding balance to amicably settle any further disputes however if this is not possible we will pursue collection using a collection agency or the County Court, interest will be added at the standard rate of 8% above the base rate of interest set by the bank of England.

Quality Control We set high expectations of the services we offer our clients; however, we are only human. Sometimes we make mistakes or work does not go as planned and it is our aim to only provide the very highest standards of work. As such we expect that if we do not meet the expected standards, we set ourselves we can peacefully resolve any issues. We are constantly working to improve our business and your feedback is always appreciated.

Payment Terms We accept payment by Bank Transfer, contactless, debit/credit card. An invoice or sales receipt will always be sent to the customer as soon as work is completed. All work is undertaken on a payment on completion basis within seven days unless otherwise stated. Should the agreed payment terms not be kept, HydroSmart.uk Ltd will seek to recover monies owed which may include fees interest. All materials remain the property of Invitari Limited until funds are shown as cleared and fully paid.

Accessibility External works to a property can be undertaken in the absence of the owner/occupant with their written consent. A message will be sent by text, WhatsApp, or email as evidence of your windows being cleaned. Should we be unable to access part of the property due to locked gates, doors or safety our operators will clean accessible areas. Due to our liability insurance, we are unable to remove items such as but not limited to the following from window ledges or remove obstacles such as garden furniture pots and barbeques. We ask that you remove these items prior to attending your property. 

Roof and Gutter Works. All work has a standard guarantee of no less than 12months for minor repair and up to 10 years for roof works and gutter installation. If our repairs become defective within this time, we will offer to repair any works that relates to our workmanship and or any defectiveness caused to the area in which we have worked. It is your responsibility to maintain your gutters or roof so that they are working as they should, poor maintenance will invalidate the guarantee we offer. Whilst we have offered our services in good faith, we cannot make assurances for other elements of a roof structure that we have not been tasked to undertake. We will however endeavour to make good items we see within the cost of the works. Should additional materials be required, those needed will be purchased by HydroSmart.uk Ltd as an additional cost which will be added to the final invoice. All additional purchases will only be made on receipt of written confirmation from the customer. If other works are required which are not priced into the quote and cannot be undertaken within the scope of the existing works, a new quotation will be offered. All prices at the time of quotations are inclusive of VAT.

Deposits works priced at £1000 and over. We ask that a deposit of 50% of the combined value should be paid in full to enable the obtainment of materials, instructing scaffolding and securing the time to undertake works with a further 50% of the remaining balance to be paid at the halfway stage pending approval of works and remaining amount is to be paid on completion of works. Scaffolding will be removed from the property once the full balance has been paid. All materials remain the property of Invitari Limited until funds are cleared. 

Scaffolding: We use a dedicated contractor and as such they offer their service on a prepayment basis, our prices for scaffolding will be inclusive of VAT, we are happy for you to instruct your own contractor we would suggest that you ask them to contact us directly so we can communicate our scope of works to them, we reserve the right to refuse to work on a structure supplied by another contractor that we feel is unsafe to operate on. 

Gutter Cleaning/Repairs/Installation What is included with your gutter clean? We operate a ladder-less system in addition to traditional methods. The decision on which method to use is based on when it is either safer or more time efficient to do so. All gutters will be cleaned and serviced as follows. 

· All gutters and downpipes are cleaned

· Brackets, wall clips and connectors are checked to ensure they are fixed securely.

· A flow test will be completed on all down pipes to ensure there are no blockages.

· The drain inlet area above the ground will be checked as will the water exit.

· A water seal will be applied around the drain area if required.

We do not clean below the external drain blockages and fatberg removal is not a part of the services we provide. 

If any repairs need to be conducted, charges will start at £48.50 plus any materials needed. This covers the first hour of labour and then an hourly rate of £48.50 will be added thereafter. Small repairs come with a minimum standard 12-months guarantee.

Photographic evidence of any repairs required will be presented to the owner/resident prior to any works being undertaken. We will only undertake additional works on receipt of written confirmation with the owner/residents’ consents. For your piece of mind, we provide picture evidence of services completed which will be stored as a record of attendance.

Should you not be present at the property on the time of the clean. These can be viewed upon request. Photos of works completed on a property are used solely by Invitari Ltd and the owner/customer and not sold/distributed to third parties.

Window Cleaning We operate a pure water reach and wash system alongside traditional methods. The decision on which method to use is based on when it is either safer or more time efficient to do so. Quotes for windows cleaning are based on external cleaning a deep clean charge for all new customer or windows that have not been cleaned for 52 weeks, Internal window cleaning is available on request which is priced at the same rate as external windows which includes all ledges and frames. Any other glass such as internal doors, extension separations, mirrors or shower dividers are priced additionally according to time required. Internal conservatory roofs are priced as a separate operation and will require considerable time to undertake. All windows, frames and doors are cleaned as part of the works we undertake. For your piece of mind, we provide picture evidence of services completed which will be stored as a record of attendance should you not be present at the property at the time of the clean. These can be viewed upon request. Photos of works completed on a property are used solely by HydroSmart.uk Ltd and the owner/customer and not sold/distributed to third parties.

Reach and wash brushes are made specifically the purpose of cleaning windows, the bristles are soft and do not scratch windows, if you accuse us of starching your glass we will bring the same brush used to clean the windows, we will invite you to try and scratch the glass with the brush, if you succeed we will happily pay for the replacement glass, the water we use works in all weather conditions and can be used in rain, we do not accept liability for and not limited to, decorative flaking, loose putty, rotting framework, incorrectly fitted windows and broken seals.

Whilst we endeavour remove cement from windows using the correct chemical and professional grade scrappers, we to cannot guarantee that scrapping will not leave scratch marks on the glass surface and therefore do not accept responsibility and or liability for scratches. This is undertaken at the owner’s risk. 

Service definitions 

All first cleans and new customers are subject to a deep clean charge we base our quotations on a regular monthly window cleaning schedule, however you are not committed or obliged to have your windows cleaned every month, we make a small charge of 0.80p per week not cleaned which is below 

Deep clean: We spend extra time bringing the windows to an acceptable high standard this is for all new customers, we will scrape and clean the glass surface and ensure all the framework is clean.

Regular cleaning: This is a maintenance clean keeping the standard of the surface clean, we will charge slightly more for each clean depending n the frequency of the service we provide, we charge 0.80p per week not cleaned.

Detail clean: This involves scraping, cleaning and polishing the glass by hand, all framework is cleaned using detergent and dried by hand, we can replace putty and undertake some cosmetic repairs if required.

Cleaning cycles 

4 weekly Regular cleaning.

6 weekly add £1.60

8 weekly £3.20

12 weekly £6.40

24 weekly £12.80

52 weekly deep clean £24.00 

Quality Control We set high expectations of the services we offer our clients; we ask that before we leave you should check the windows and confirm that you are satisfied with our work, however, we are only human. Sometimes we make mistakes or work does not go as planned and it is our aim to only provide the very highest standards of work. As such, we ask that should you have any issues with our work you would bring this to our attention within 3 hours so we can rectify any/all problems. We only offer 3 hours due to weather conditions and traffic and other factors such as insects or birds. We expect that if we do not meet the expected standards, we set ourselves we can peacefully resolve any issues. We are constantly working to improve our business and your feedback is always appreciated.

Our Commitment HydrSmart.uk Ltd is fully insured, and all our DBS clear employees use a GPS tracking system and live dashcam recording which always shows the location of our vehicle. As a professional company we will always act in the interest of health and safety, respect your property and be polite to residents and the public. We will be courteous, conscientious and would ask for the same in return from our customers. Our company works to the highest of standards we will always display our uniform so we can be easily identified, our team do not ask for cash payments unless we have agreed this prior to commencement of works.

We reserve the right to change and or amend these terms of business without notice.