Shepherd External Cleaning Ltd – Terms & Conditions

These Terms & Conditions apply to all services provided by Shepherd External Cleaning Ltd (“we”, “us”, “our”) across Ayrshire, Glasgow, and Central Scotland. By booking a service, accepting a quote, or allowing work to proceed, you agree to these terms.

1. Payments

• Payment is due within 7 days of the invoice date unless otherwise agreed in writing.
• Larger projects may require a non-refundable deposit, which will be deducted from the final invoice.
• Late payments may incur 2.5% monthly interest plus reasonable admin or legal recovery costs.
• Invoices overdue by 30 days may be referred to a collection agency or solicitor, and you will be liable for all recovery costs.
• Card payments may incur a 2.5% processing fee.
• Client data is kept confidential and used only for invoicing, service delivery, and lawful debt recovery.

2. First-Time Cleans

The first clean may require a one-off additional charge due to extra time needed. If a property has not been cleaned for a long period, it may take 2–3 visits to achieve optimal results.

3. Cleaning Methods & Limitations

It may not be possible to remove 100% of:

• Paint, plaster, adhesives or builders’ residue
• Rust staining or chemical discolouration
• UV fading, weathering or sun damage
• Oil, grease, graffiti and certain deep stains
• Cement marks, chewing gum or lichen (although we will always try our best)

We must be informed before cleaning of any known sensitive surfaces or issues.

Cleaning may expose or loosen:

• Perished or failed seals
• Weak or broken pointing
• Loose bricks, paving stones or insecure brickwork
• Flaking or defective paintwork
• Unsound, aged or poorly maintained surfaces

We are not responsible for damage caused by pre-existing faults, wear, structural defects, or previous poor workmanship.

4. Satisfaction Guarantee

If you are unhappy with your clean, please contact us within 24 hours of the visit. We will arrange a return visit if needed. Photos may be requested before we revisit.

5. Regular Cleaning Schedules

We offer 4-weekly and 8-weekly service intervals. Please allow a one-week flexibility window either side of your planned visit due to weather and operational demands. Exact arrival times cannot be guaranteed.

6. Property Access

To allow us to complete your clean, please ensure:

• Gates are unlocked.
• Paths and access routes are clear.
• Vehicles, garden furniture and fragile items are moved away from the work area.
• Windows and doors are fully closed.
• Pets and children are kept indoors for safety.

If we cannot access your property or complete the work due to access issues, the full charge may still apply.

7. Cancellations & Missed Appointments

• Cancelling within 24 hours of your scheduled visit may incur a £50 cancellation fee or the full service charge.
• If we attend and cannot gain access, the full price may still be charged.

8. Working in Bad Weather

We work safely in light rain and cold temperatures. We only reschedule in severe weather conditions such as storms or high winds where it is unsafe to carry out the work.

9. Liability & Pre-Existing Damage

We cannot accept responsibility for damage related to:

• Loose, ill-fitting or defective windows
• Weak or damaged guttering, fascias or soffits
• Perished seals or defective frames
• Clip-on or decorative glazing bars
• Old, weathered, brittle or poorly maintained surfaces
• Failed double-glazed units that may “fog” when exposed to water

We cannot guarantee complete stain removal on any surface.

10. Pressure Washing, Roof Cleaning & Steam Cleaning

Our systems are designed for safe, effective exterior cleaning, but high-pressure or chemical cleaning carries unavoidable risks, especially on older or neglected surfaces. As a result:

• Cleaning may reveal hidden defects or weaknesses.
• Loose or perished materials (such as pointing, render, tiles, slabs or brickwork) may detach.
• Previously replaced roof tiles or repairs may become more noticeable after cleaning.

It is the client’s responsibility to ensure all surfaces are sound, watertight and well-maintained before cleaning. Any reinstatement required due to pre-existing damage, poor workmanship or structural weakness remains the client’s responsibility.

The client also accepts responsibility for keeping the work area safe and clear, including avoiding trips or contact with equipment and being aware of falling debris where applicable.

11. Electrical & Chemical Safety

If cleaning takes place near electrical fixtures, such as external sockets, lights or solar equipment, the client must ensure that power is turned off before work begins.

We must be informed in advance of any surfaces or areas that cannot be treated with detergents or chemicals. Any undisclosed sensitive surfaces are cleaned at the client’s risk.

12. Photography & Media

We may take before-and-after photos or short videos during the service for quality control, staff training and marketing (for example on our website or social media).

If you do not wish images of your property to be used publicly, please let us know before your appointment.

13. Exclusions

We are not liable for:

• Water ingress caused by poor seals, cracked tiles or defective structures.
• Damage to surfaces not disclosed as sensitive to chemicals, detergents or high-pressure cleaning.
• Stains that cannot be fully removed.
• Property defects or faults that are only revealed by the cleaning process.
• Underground drainage issues, including blocked downpipes, drains or soakaways (see gutter terms below).

14. Damage Claims

We are only responsible for damage caused directly by our negligence.

• All claims must be made in writing within 3 days of the service.
• We reserve up to 30 days to inspect and repair any valid issues.

Gutter Cleaning – Additional Terms

What’s Included

• Above-ground gutter clearance using a high-powered vacuum system.
• Before and after photos where appropriate to confirm the work carried out.
• Ladders used only where necessary and safe to do so.

Limitations

• We do not clear or diagnose underground blockages in drains, downpipes or soakaways.
• Overhanging trees or heavy moss/vegetation may cause gutters to refill quickly; we recommend regular maintenance.
• If gutters connect to neighbouring properties, debris transfer between systems is possible.

Access

The client must provide safe access to all gutters to be cleaned and remove any obstacles before arrival.

Weather

If weather conditions make it unsafe to work, we will reschedule for the next suitable date.

Payment & Warranty

• Payment is due on completion unless otherwise agreed in writing.
• We guarantee gutters are cleared at the time of service.
• Any concerns must be reported within 48 hours so we can address them promptly.
• We cannot guarantee long-term performance, as gutters naturally refill with debris over time.

Agreement to Terms

By accepting a quotation, making a booking, or allowing work to proceed, you confirm that you agree to these Terms & Conditions and authorise Shepherd External Cleaning Ltd to carry out the work.