1. DEFINITIONS

1.1 "Company" means Skyhawk Exterior Cleaning Ltd.

1.2 "Customer" means the person, company, landlord, managing agent, tenant or organisation instructing the Company to carry out works.

1.3 "Works" means any cleaning, treatment, maintenance, inspection, survey, repair, restoration or associated services carried out by the Company.

2. QUOTATIONS

2.1 All quotations remain valid for 30 days unless otherwise stated.

2.2 Quotations are based upon information available at the time of inspection and may be revised where additional works, access requirements, hidden defects or unforeseen circumstances are identified.

2.3 Acceptance of a quotation, payment of a deposit, booking confirmation or instruction to proceed shall constitute acceptance of these Terms and Conditions.

2.4 The Company reserves the right to amend quotations where site conditions differ materially from those originally assessed.

3. PAYMENT TERMS

3.1 All prices are inclusive of VAT at the prevailing rate unless otherwise stated.
Skyhawk Exterior Cleaning Ltd — VAT Registration No: 508 6043 03

3.2 Payment is due immediately upon completion of works unless otherwise agreed in writing.
Payment is accepted by bank transfer. Bank details will be provided on your invoice.
The Company reserves the right to withhold completion certificates, survey reports or guarantees until payment has been received in full.

3.3 The Company reserves the right to suspend future works and recover reasonable costs associated with overdue accounts.

3.4 Ownership of supplied materials remains with the Company until payment has been received in full.

3A. DEPOSITS

3A.1 Deposits are not routinely required for standard domestic cleaning works.

3A.2 For larger projects, commercial contracts or works requiring significant advance material procurement or extended diary allocation, the Company reserves the right to require a deposit prior to commencement of works.

3A.3 Where a deposit is requested and paid, it is non-refundable. Deposits are taken to secure materials, allocate crew time and compensate for the loss of other bookings during the period reserved exclusively for the Customer's works.

3A.4 If the Company cancels the works for reasons other than safety concerns, access failure, undisclosed defects or force majeure events, any deposit paid by the Customer will be refunded in full.

3A.5 If the Customer cancels works for which a deposit has been paid, the deposit will be retained by the Company to cover costs already incurred including but not limited to materials purchased, crew scheduling and loss of work opportunity.

3A.6 All deposit requirements, amounts and conditions will be confirmed in writing and agreed by both parties before any payment is requested or taken.

4. CUSTOMER RESPONSIBILITIES

4.1 Customers must provide safe and unrestricted access to all agreed work areas.

4.2 Customers must ensure vehicles, garden furniture, ornaments, plant pots, outdoor equipment and other movable items are removed from the work area prior to commencement.

4.3 Customers must notify the Company of any known leaks, water ingress issues, drainage defects, fragile surfaces, previous repairs, asbestos-containing materials or other relevant concerns before works commence.

4.4 Customers are responsible for ensuring pets, children and other occupants remain clear of the working area.

4.5 Failure to provide safe access may result in delays, additional charges or cancellation of the works.

5. ACCESS EQUIPMENT

5.1 The Company may use ladders, roof ladders, mobile towers, water-fed poles, gutter vacuum systems, scaffold, MEWPs or other suitable access equipment.

5.2 The Company reserves the right to alter access arrangements where required for safety reasons.

5.3 Additional access requirements not identified during quotation may incur additional charges.

6. WEATHER DELAYS

6.1 The Company reserves the right to postpone, suspend or reschedule works where weather conditions may compromise safety, quality or effectiveness.

6.2 This includes, but is not limited to, high winds, rain, frost, snow, lightning, excessive heat or other adverse conditions.

6A. CUSTOMER CANCELLATIONS AND RESCHEDULING

6A.1 Customers wishing to cancel or reschedule an appointment must provide a minimum of 48 hours' notice prior to the scheduled works.

6A.2 Cancellations or rescheduling requests received with less than 48 hours' notice may incur a charge to cover crew time, travel costs and any materials already prepared or procured for the works.

6A.3 Same-day cancellations will be subject to a charge at the Company's reasonable discretion, reflecting the costs and losses incurred as a result of the late notice.

6A.4 Where a deposit has been paid and the Customer cancels the works with less than 48 hours' notice, the deposit will be retained in full.

6A.5 The Company will endeavour to accommodate rescheduling requests wherever operationally possible. Repeated last-minute cancellations or rescheduling may result in a rebooking fee or refusal of future works.

6A.6 The Company reserves the right to cancel or reschedule works due to adverse weather conditions, unsafe access, undisclosed defects or other factors outside of its reasonable control. In such circumstances, no charge will be made to the Customer and a replacement appointment will be offered at the earliest available date.

7. PRE-EXISTING DEFECTS

7.1 Cleaning may reveal defects previously hidden by moss, algae, lichen, dirt, staining or vegetation.

7.2 The Company shall not be responsible for defects that existed before works commenced.

7.3 Examples include but are not limited to:

• Cracked or broken roof tiles
• Delaminating roof tiles
• Failed pointing
• Damaged leadwork
• Failed roof membranes
• Cracked paving
• Loose render
• Failed sealants
• Damaged gutters
• Defective drainage systems
• Existing water ingress

8. ROOF CLEANING

8.1 Roof cleaning is a maintenance service and does not constitute a roof repair.

8.2 No guarantee is given regarding colour restoration, stain removal or cosmetic appearance.

8.3 Some lichen staining, shadowing and discolouration may remain after cleaning.

8.4 Results vary depending upon roof age, tile condition, tile type, porosity, environmental conditions and previous repairs.

8.5 Previously coated, painted or treated roofs may produce uneven or patchy results.

8.6 The Company reserves the right to alter the cleaning method if site conditions require.

8.7 During the cleaning process, previously hidden defects may become visible once moss, algae, lichen, dirt and debris have been removed.

8.8 Roof tiles, ridge tiles, pointing and other roof components that are already defective, weathered, porous, delaminating, cracked or nearing the end of their service life may display signs of deterioration that were not visible prior to cleaning.

8.9 Where such defects are identified, the Company will, where reasonably practicable, notify the Customer as soon as possible and may alter the cleaning method to a less invasive process to minimise further deterioration.

8.10 Alternative methods may include manual moss removal, compressed-air cleaning, soft washing, biocide treatment only or allowing natural weathering to continue the cleaning process over time.

8.11 The Company reserves the right to leave certain areas partially untreated or treated using a reduced-intensity cleaning method where, in its professional opinion, further cleaning could increase the risk of damage to an already defective surface.

8.12 The Customer acknowledges that the discovery of pre-existing defects does not constitute damage caused by the Company.

8.13 The Company reserves the right to modify, reduce or cease cleaning activities in specific areas where continued cleaning is considered likely to cause damage to defective, fragile or deteriorated materials.

8A. SPRAY FOAM INSULATION

8A.1 Some properties have spray foam insulation installed beneath the roof tiles (also known as polyurethane foam, foam-back insulation or retro-fit roof foam). This material is not always visible from external inspection and the Company cannot always determine whether it is present prior to commencement of works.

8A.2 Spray foam insulation is widely blacklisted by mortgage lenders and surveyors, and its presence can significantly affect the value, saleability and insurability of a property. The Customer is strongly advised to disclose any known spray foam insulation before works commence.

8A.3 Where spray foam insulation is present, it can bond tiles to the underlying structure, making the repair or replacement of slipped, broken or damaged tiles extremely difficult and in some cases impossible without causing further damage to the roof covering.

8A.4 The removal of moss, algae and debris during cleaning may expose damaged, delaminated or failed roof tiles that were previously concealed. Where spray foam insulation is present beneath such tiles, the Customer acknowledges that these exposed defects may not be repairable by the Company or any third party without extensive and costly remedial works.

8A.5 The Company shall not be held liable for the exposure of pre-existing damaged tiles revealed during cleaning, nor for any inability to repair or replace such tiles where spray foam insulation prevents access or makes repair impracticable.

8A.6 Where the Company becomes aware of spray foam insulation during works, it reserves the right to alter the cleaning method, reduce the intensity of cleaning, or cease cleaning in affected areas in order to minimise the risk of further tile damage. Any such decision shall be communicated to the Customer at the earliest opportunity.

8A.7 The Customer accepts full responsibility for the presence and consequences of spray foam insulation and agrees that the Company cannot be held liable for exposing, revealing or being unable to rectify defects associated with it.

8B. WATER PRESSURE AND SUPPLY

8B.1 Certain cleaning methods, including pressure washing, water-fed pole systems and roof cleaning, rely upon an adequate and consistent supply of water at sufficient pressure from the Customer's property or an agreed alternative source.

8B.2 Quotations and timeframes are based on the assumption that water pressure and flow rate will be sufficient to complete the works within the planned schedule.

8B.3 If, during the works, water pressure is found to be insufficient to complete the cleaning within the planned timeframe, the Company reserves the right to either:

• change the cleaning method to one better suited to the available water pressure and the quoted timeframe; or
• discuss amending the quotation to allow for the additional time required, including any time spent waiting for tanks, cylinders or water supplies to refill.

8B.4 Where water pressure limitations require a change of method, the Company will inform the Customer and, where reasonably practicable, proceed with the most appropriate alternative. The Customer acknowledges that an alternative method may produce different cosmetic results.

8B.5 Where the Customer declines an amended quotation or alternative method, the Company reserves the right to suspend or cease works, and any works already completed shall remain chargeable.

8B.6 The Customer is responsible for ensuring a suitable water supply is made available on the day of works. Where no adequate supply is available, additional charges may apply for the provision of water or for time lost as a result.

9. BIOCIDE TREATMENTS

9.1 Biocide treatments continue to work after application and results may continue to improve over several months.

9.2 Treatment effectiveness may vary depending upon weather conditions, surrounding vegetation, shading and environmental factors.

9.3 Regrowth rates vary between properties.

9.4 Any retreatment guarantee applies only where specifically stated within the quotation.

10. PRESSURE WASHING

10.1 Pressure washing may expose pre-existing defects within surfaces and structures.

10.2 Water may enter existing cracks, gaps, failed pointing, defective seals, vents, drainage systems or other pre-existing defects.

10.3 The Company shall not be liable for water ingress resulting from pre-existing defects or hidden weaknesses.

10.4 Customers must disclose any known drainage, flooding or water ingress concerns prior to commencement.

10.5 Cleaning may expose pre-existing repairs, patch repairs, colour differences or structural defects previously concealed by dirt or organic growth.

11. PATIOS, DRIVEWAYS AND HARD SURFACES

11.1 Weed, moss and algae removal may expose existing movement, cracking, subsidence or damaged pointing.

11.2 The Company cannot guarantee complete removal of all stains.

11.3 Oil stains, rust stains, paint, tyre marks, mortar residue and certain other contaminants may be permanent or only partially removable.

11.4 Sanding, repointing or sealing may be recommended following cleaning.

12. GUTTER CLEANING

12.1 Gutter cleaning includes removal of accessible debris from gutters and accessible downpipes.

12.2 Underground drainage systems are excluded unless specifically quoted.

12.3 The Company cannot guarantee drainage performance where underground defects, collapsed drains or blockages exist.

13. SURVEYS AND REPORTS

13.1 Survey reports represent the Company's professional opinion based upon observations available at the time of inspection.

13.2 Hidden defects may exist that are not visible without invasive investigation.

14. COMPLAINTS PROCEDURE

14.1 Any concerns regarding completed works must be reported within 14 days of completion.

14.2 The Customer agrees to allow the Company reasonable opportunity to inspect and rectify any legitimate issue before instructing third parties.

14.3 The Company shall not be responsible for third-party costs incurred without prior written consent.

14.4 Refusal of a reasonable revisit or inspection may affect any subsequent claim.

15. PHOTOGRAPHS, VIDEO AND RECORDS

15.1 The Company may take photographs, videos, drone images and survey records before, during and after works.

15.2 Such records may be used for quality control, training, insurance purposes, dispute resolution and service records.

15.3 Marketing use of photographs, videos or drone imagery shall only occur where no identifiable personal information is disclosed, or where appropriate consent has been obtained from the Customer. This may include but is not limited to use on the Company website, social media platforms, advertising materials and case studies.

16. AI ASSISTANT COMMUNICATIONS

16.1 The Company may utilise AI-assisted communication tools to assist with enquiries, appointment booking and customer service.

16.2 No automated decisions producing legal or significant effects are made without human review.

16.3 Customers interacting with AI-assisted tools should not submit sensitive personal, financial, medical or legal information through automated chat or messaging systems. Any sensitive matters should be directed to the Company directly by email or telephone.

17. LIMITATION OF LIABILITY

17.1 Nothing within these Terms shall exclude liability where exclusion would be unlawful.

17.2 Subject to Clause 17.1, the Company's total liability shall not exceed the value of the works carried out.

17.3 The Company shall not be liable for indirect, consequential or economic losses.

17.4 The Company shall not be liable for losses arising from undisclosed defects, structural failures, defective construction, age-related deterioration or lack of maintenance.

18. FORCE MAJEURE

18.1 The Company shall not be liable for delays or failure to perform obligations caused by events beyond its reasonable control including adverse weather, supplier failures, utility interruptions, accidents, acts of God, government restrictions or other unforeseen circumstances.

19. GOVERNING LAW

19.1 These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.