Terms of Service & End-User Licence Agreement

Frame Fresh ("we", "us") provides window cleaning and related domestic and commercial cleaning services in Norwich and surrounding NR postcodes, and operates the website framefresh.co.uk together with the quoting and operations software behind it (the "Software"). "You" means the customer or site visitor.

These terms apply to the cleaning services, the website and the Software. If any part is found unenforceable, the rest continues to apply.

Prices shown by our instant quote tool are based on the details you provide — postcode, property type, window and door counts, services and frequency. A quote is an offer based on those details and is valid for 30 days.

Where the property differs materially from the details given (more glass, restricted or unsafe access, exceptional soiling, or heights beyond safe ladder reach), we will tell you the revised price before any work is carried out. You are free to decline at that point at no cost.

A booking is confirmed when we accept your quote and give you a first clean date. Some properties are referred for manual review rather than priced instantly.

Recurring cleans run on a rolling schedule (typically every 6 or every 16 weeks). We aim to give advance notice of each visit by email, SMS or WhatsApp, but exact times cannot be guaranteed as routes vary.

You agree to provide safe access to the glass to be cleaned, including unlocked gates where needed, and to secure pets. If we cannot gain safe access on the day, the visit may be treated as completed and charged, or rescheduled at our discretion.

We work in light rain. If conditions are unsafe — high winds, ice, storms — we will move your clean to the next available day at no extra cost.

There is no contract tie-in and no cancellation fee. You may pause, change frequency or cancel your recurring clean at any time. Please give at least 48 hours' notice before a scheduled visit; visits cancelled with less notice, or where access is not provided, may be charged in full.

Consumers booking off-premises or at a distance have a statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start work within that period, you may be charged for the work already carried out.

Prices are in pounds sterling. Recurring prices are fixed per visit for the agreed scope; one-off extras (for example uPVC restoration) are charged once on the visit they are carried out. We will always tell you before a price changes.

No deposit is required. Invoices are raised after each completed clean through our accounting system and are payable within 7 days by bank transfer unless agreed otherwise. We may charge statutory interest on late payment of commercial invoices.

Where we are VAT registered, invoices show VAT separately; where we are not, prices are VAT free and invoices state this.

We provide our services with reasonable care and skill, using traditional ladder, squeegee and cloth methods, and we carry public liability insurance. Exterior glass, frames and sills are included as described in your quote; interior glass, conservatory roofs, skylights and glass above safe ladder height are excluded unless expressly quoted.

If you are not happy with a clean, tell us within 48 hours and we will return and put it right free of charge. Nothing in these terms limits your rights under the Consumer Rights Act 2015.

We accept liability for loss or damage caused by our negligence, including damage to property caused by our staff. Please report any damage within 7 days so we can inspect it.

We are not liable for pre-existing defects — perished or failed seals, blown or cracked glass, rotten timber, loose or damaged sills, or paint and coatings already failing — or for hard-water marking, scratching and staining etched into glass that cleaning cannot remove.

Except for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded, our total liability in relation to any single clean is limited to the price paid for that clean, and we are not liable for indirect or consequential loss or loss of profit.

We grant you a limited, non-exclusive, non-transferable, revocable licence to use our website and customer-facing Software for the purpose of obtaining quotes and managing your cleans. You must not copy, reverse engineer, resell, scrape, or attempt to gain unauthorised access to the Software, or use it unlawfully or in a way that disrupts it. All intellectual property in the Software, brand and content remains ours.

The Software connects to third-party services to run our business, including Intuit QuickBooks for invoicing and accounting, and email, SMS, WhatsApp, mapping and hosting providers. Where a Frame Fresh staff member authorises a connection to a QuickBooks company, they confirm they are authorised to do so, and use of QuickBooks is additionally governed by Intuit's own terms. We only request the access needed to create and track invoices and payments, and access can be revoked at any time from within QuickBooks or our dashboard.

The Software is provided on an "as is" and "as available" basis. We do not warrant uninterrupted or error-free operation, and third-party services may change or become unavailable outside our control.

Personal data handled through the website and Software is described in our Privacy Policy.

We may update these terms; the version in force is the one published here on the date you request a quote or a clean is carried out. These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Questions or complaints? Message us on WhatsApp via the button on this website and we will reply within one working day.