Terms & Conditions
The terms that apply when you request, book or receive services from Hedon Exterior Cleaning.
These Terms & Conditions are intended to make things clear and fair for both our customers and Hedon Exterior Cleaning. They apply to quotations, bookings and services provided by us unless we agree something different with you in writing.
Last updated: September 2026
1. About Us
Hedon Exterior Cleaning is an independent exterior cleaning business based in Hedon, East Yorkshire, providing exterior cleaning services to domestic and commercial customers across Hull and East Yorkshire.
References to “we”, “us” or “our” in these terms mean Hedon Exterior Cleaning. References to “you” or “the customer” mean the person or organisation requesting or purchasing our services.
2. Quotations
We normally provide a quotation based on information supplied by you, photographs, measurements, a site visit or a combination of these.
Unless stated otherwise, our quotations are based on the condition and extent of the work that can reasonably be identified when the quotation is prepared.
Please tell us about anything that could affect the work, including restricted access, known defects, damaged surfaces, drainage problems, unusual coatings or treatments, or anything else that may not be immediately apparent.
If we discover that the work is materially different from what was originally described or reasonably visible, we will discuss this with you before carrying out significant additional work or applying additional charges.
A quotation does not oblige either party to proceed until the work has been accepted and a booking agreed.
3. Accepting a Quotation & Booking Work
A booking is normally confirmed when you accept our quotation and we agree a date or arrangements for carrying out the work.
By accepting a quotation or asking us to proceed, you agree to these Terms & Conditions.
Any important changes to the agreed work should be confirmed between us before the additional or altered work is carried out.
4. Access to the Property
You are responsible for ensuring that we have reasonable and safe access to the areas where work is to be carried out at the agreed time.
Where appropriate, gates should be unlocked and vehicles or other obstructions moved before we arrive.
If we cannot carry out the work because reasonable access has not been provided, we will discuss the available options with you. Where we have incurred a genuine loss or unavoidable cost as a result, we may charge a reasonable amount to cover that loss.
5. Water & Electricity
Unless agreed otherwise, the customer should provide reasonable access to a suitable mains water supply while we are working.
Some services or equipment may also require access to electricity. Where this is necessary, we will normally establish this when arranging the work.
Any alternative arrangements should be agreed before the work begins.
6. Preparing the Work Area
We may ask you to move vehicles, garden furniture, plant pots, ornaments, toys or other movable items away from the working area before we arrive.
We will take reasonable care while working around fixed items, plants and surrounding property.
Where something cannot reasonably be moved, please tell us before work begins so that we can assess how best to work around it.
Doors and windows close to the working area should be properly closed, and we may ask you to take other reasonable precautions depending on the service being carried out.
7. Surface Condition & Pre-existing Damage
Exterior cleaning can reveal defects or deterioration that were previously hidden by dirt, moss, algae, coatings or other contamination.
Examples can include loose pointing, damaged joints, cracked paving, weak concrete, loose render, flaking paint, deteriorated timber, failed seals, damaged roofline components or previously repaired surfaces.
We will take reasonable care and use methods that we consider appropriate for the surface and its condition.
We are not responsible for pre-existing defects or deterioration that we did not cause. Where we identify a concern before or during the work, we may discuss it with you and, where appropriate, alter or stop the work to avoid unnecessary damage.
Nothing in these terms excludes our responsibility where damage is caused by our failure to exercise reasonable care and skill.
8. Cleaning Results
We aim to achieve the best reasonable result while protecting the surface being cleaned.
Exterior cleaning does not necessarily restore a surface to an “as new” condition. Some staining, discolouration, weathering, ingrained contamination, previous damage or permanent marks may remain after cleaning.
Results can also vary depending on the material, age and condition of the surface and the type and length of time contamination has been present.
We will not use unnecessarily aggressive cleaning methods simply to achieve a cosmetic result where we reasonably believe doing so could damage the surface.
9. Pressure Washing, Softwashing & Treatments
Different surfaces and types of contamination require different cleaning methods.
Depending on the job, we may use pressure washing, lower-pressure cleaning, manual cleaning or suitable cleaning and biocidal treatments.
Where cleaning products or treatments are used, they will be selected and applied according to the surface, conditions and intended purpose.
Some treatments continue working after application, so the final improvement may develop gradually rather than immediately.
Where appropriate, we will explain this to you.
10. Re-sanding, Repointing, Repairs & Additional Work
Cleaning block paving can remove jointing sand. Where re-sanding is included in the quotation, it will normally be carried out once the surface is sufficiently dry and weather conditions are suitable.
Minor repairs or additional preparation will only be included where stated or agreed.
If additional repairs or work become advisable after cleaning reveals the underlying condition of a surface, we will discuss the options and any additional cost with you before proceeding.
11. Sealing & Other Weather-dependent Treatments
Sealing, painting, oiling and similar treatments require suitable surface and weather conditions.
The surface may need to be completely dry before work can proceed, and suitable weather may also be required for a period after application.
For this reason, these services may need to be postponed even when cleaning or preparation work has already been completed.
We will not knowingly apply a treatment in conditions we consider unsuitable simply to meet a previously planned date.
Where weather causes a delay, we will rearrange the work for a suitable opportunity.
12. Weather, Delays & Rescheduling
Exterior cleaning is weather dependent.
Heavy rain, high winds, freezing conditions, extreme temperatures or other unsuitable conditions may mean that work has to be postponed, interrupted or rearranged.
We will give you as much notice as reasonably possible where this happens and arrange another suitable date.
Occasionally, equipment problems, illness, emergencies or circumstances outside our reasonable control may also affect a booking. We will communicate with you and rearrange the work where necessary.
13. Your Right to Cancel
Where you are a consumer and your contract with us is made at a distance — for example by telephone, email or online — or in circumstances where statutory cancellation rights apply, you may have a legal right to cancel the contract within 14 days without giving a reason.
The cancellation period normally begins the day after the contract is entered into.
If you ask us to begin providing the service during the 14-day cancellation period, we may ask you to expressly confirm that request.
If you then cancel after work has begun, you may be required to pay a reasonable amount for the work that has already been provided, where permitted by law.
If the service has been fully completed during the cancellation period following your express request and acknowledgement that your cancellation right will be lost once the service has been fully performed, your statutory right to cancel may end.
These rights do not affect any additional cancellation arrangements we may agree with you.
14. Other Customer Cancellations
We understand that plans sometimes change. If you need to cancel or rearrange a booking, please tell us as soon as reasonably possible.
We do not automatically impose a penalty simply because a booking has been cancelled.
However, where a late cancellation causes us a genuine financial loss — for example, materials have been purchased specifically for your job or we are unable reasonably to replace the booked work — we may seek to recover a reasonable amount reflecting the actual loss caused.
We will take reasonable steps to minimise any such loss.
This does not affect any statutory cancellation rights you may have.
15. Cancellation by Hedon Exterior Cleaning
We may need to postpone, stop or cancel work where there is a reasonable reason for doing so.
This may include unsafe working conditions, unsuitable weather, unsafe access, unexpected surface conditions, equipment failure, illness, abusive or threatening behaviour, or circumstances outside our reasonable control.
Where possible, we will discuss the situation with you and try to rearrange the work.
If we permanently cancel work that you have paid for in advance and the cancellation is not caused by something for which you are responsible, we will refund the appropriate amount for work that has not been provided.
16. Prices, Deposits & Additional Costs
The price payable will normally be the price shown in the accepted quotation, together with any additional work subsequently agreed with you.
We will not materially increase the agreed price simply because a job takes us longer than expected.
However, additional charges may apply where you request extra work or where circumstances arise that could not reasonably have been identified when the quotation was prepared. We will discuss these with you before carrying out significant additional chargeable work.
Where a deposit or advance payment is required, the amount and purpose will be explained before the booking is confirmed.
Any amount retained following a customer cancellation will be reasonable and related to genuine costs or losses resulting from the cancellation.
17. Payment
Payment terms will normally be stated on your quotation or invoice.
Unless otherwise agreed, payment should be made promptly once the agreed work has been completed and an invoice has been provided.
If you believe there is a problem with the work or invoice, please contact us promptly rather than withholding payment without explanation so that we have an opportunity to investigate and resolve the issue.
18. Damage & Our Responsibility
We will carry out our services with reasonable care and skill and take reasonable precautions to protect your property while we are working.
If you believe we have caused damage, please tell us as soon as reasonably possible so that we can inspect the issue and, where appropriate, put matters right.
We are not responsible for damage or deterioration that existed before our work began or for loss that was not caused by a breach on our part.
Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful.
19. Photographs & Videos
We may take photographs or videos before, during or after work for job records, quality control and to document the condition and results of the work.
We may also ask to use suitable photographs or videos of our work for our website, social media or other business marketing.
Where images could identify you personally or reveal information that makes the property readily identifiable in a way that raises privacy concerns, we will take appropriate care and seek permission where required.
If you would prefer us not to use photographs of work carried out at your property for marketing purposes, please tell us.
20. Satisfaction Guarantee
We want customers to be happy with the work we provide.
If you believe the work completed does not match what was agreed in your quotation, please let us know as soon as reasonably possible and preferably within 7 days of completion. This allows us to investigate the issue while the condition of the completed work can still be properly assessed.
Where necessary, we will arrange to inspect the work. If we have missed something or the agreed work has not been completed to the standard set out in your quotation, we will return and put it right at no additional charge.
Our guarantee relates to the work and services agreed in your quotation. It does not guarantee that an older, damaged or deteriorated surface can be restored to an as-new condition or cover problems caused by pre-existing defects, subsequent damage or circumstances outside our reasonable control.
Further information is available in our Customer Satisfaction Guarantee.
Our guarantee is additional to, and does not replace or reduce, your statutory consumer rights.
21. Complaints
If something has gone wrong, please contact us as soon as reasonably possible.
We will listen to your concern, investigate what has happened and try to reach a fair resolution.
Where appropriate, this may include returning to inspect the work or putting right an issue for which we are responsible.
22. Your Statutory Rights
Nothing in these Terms & Conditions affects your statutory rights.
Where you are purchasing our services as a consumer, the Consumer Rights Act 2015 requires services to be carried out with reasonable care and skill.
Other statutory rights and remedies may also apply depending on the circumstances.
23. Privacy
We collect and use personal information in order to respond to enquiries, provide quotations, arrange and carry out work, maintain business records and operate Hedon Exterior Cleaning.
Further information about how we handle personal information is available in our Privacy Notice.
24. Good Deeds Program
From time to time, Hedon Exterior Cleaning may provide exterior cleaning services free of charge through our Good Deeds Program.
Nominations are considered individually. Submitting a nomination does not guarantee that we will be able to help, and any work offered will depend on the nature of the project, location, safety, availability and whether we can reasonably provide assistance.
Where we agree to help, we will confirm the work we are able to provide. There is no charge for work expressly agreed as part of the Good Deeds Program and no expectation of anything in return.
Further information is available on our Good Deeds Program page.
25. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.
The terms applying to a particular booking will normally be those provided or made available to you when the booking is agreed.
26. Contact Us
If you have any questions about these Terms & Conditions, a quotation, booking or completed work, please contact:
Hedon Exterior Cleaning
24 Green Rd,
Hedon,
East Yorkshire,
HU12 8EQ
Email: info@hedonexteriorcleaning.co.uk
Telephone: 01482 898742
Or contact us through the Contact Us page on our website.
