GIBBS GROUP

TERMS & CONDITIONS

Last updated: September 2026

These Terms & Conditions apply to services supplied by Gibbs Group (“Gibbs Group”, “we”, “us” or “our”).

Please read these Terms & Conditions before booking or using our services. They explain the basis on which we provide our services and the responsibilities of both Gibbs Group and the customer.

Nothing in these Terms & Conditions affects a consumer’s statutory rights.

1. ACCEPTANCE OF THESE TERMS

These Terms & Conditions will be made available to customers when or before a service is booked wherever reasonably practicable.

By accepting a quotation, requesting or confirming a booking, requesting that we commence work, or continuing with a recurring service after receiving these Terms & Conditions, the customer agrees to be bound by them.

A copy can be supplied electronically upon request.

Where a customer books on behalf of another person or property, the person making the booking confirms that they have authority to do so and to provide any necessary access.

2. BOOKINGS & RECURRING SERVICES

Bookings are scheduled according to the service and frequency requested or agreed with the customer.

Regular window-cleaning customers may be scheduled on an agreed cycle, typically every 4, 6, 8 or 12 weeks.

Once a booking is placed, Gibbs Group reserves time, personnel, vehicle capacity and equipment for that appointment.

Where our booking system permits, customers may receive automated reminders, normally approximately 7 days and 24 hours before the scheduled appointment.

Reminders are provided as a courtesy. Failure to receive a reminder does not automatically cancel an appointment where the appointment or recurring schedule has previously been agreed.

Appointment times are estimates rather than guaranteed arrival times unless expressly agreed otherwise.

3. ACCESS TO THE PROPERTY

The customer is responsible for ensuring that we have safe and reasonable access to all areas included within the booked service.

Before our arrival:

• gates and access routes must be unlocked or otherwise accessible;
• vehicles, furniture or other obstructions should be moved where necessary;
• access areas must be reasonably safe;
• pets should be secured where necessary; and
• areas in which we are required to work should be free from excessive animal waste or other hazards.

Customers are not normally required to be at home provided that we have the necessary access.

If we cannot access all or part of the property because of a locked gate, obstruction, unsafe condition, animal, animal waste or another matter within the customer’s control, we may complete the accessible parts of the service.

Where an appointment cannot be completed, or can only be partly completed, because the customer has failed to provide agreed access, we reserve the right to charge the full amount reflecting the allocated booking and/or the loss arising from the reserved appointment.

Any such charge will not exceed the full price of the booked service.

4. CANCELLATIONS & RESCHEDULING

We understand that customers occasionally need to change appointments.

For standard appointments, we request at least 48 hours’ notice of cancellation or rescheduling.

Where less than 48 hours’ notice is provided, we reserve the right to make a reasonable late-cancellation charge where we suffer a loss because the appointment has been reserved and cannot reasonably be replaced.

As a general guide:

24–48 hours before the appointment: up to 50% of the booked service price may be charged.

Less than 24 hours before the appointment or failure to provide access: up to 100% of the booked service price may be charged.

These amounts are maximum charges rather than automatic penalties. Any charge will take account of the circumstances, including work already undertaken, costs incurred, reserved capacity and our ability to mitigate our loss by filling the appointment.

For larger or specialist bookings involving significant reserved time, equipment or multiple services, we may require at least four days’ notice. Any different cancellation arrangements will be communicated when the booking is made.

If the customer has moved from the property, it remains the customer’s responsibility to cancel any future appointment.

Cancellation or rescheduling requests must be made in writing, including by text message, email or another written communication method accepted by Gibbs Group.

Nothing in this section limits any statutory cancellation rights which apply to a consumer.

5. CONSUMER COOLING-OFF RIGHTS

Where a consumer enters into a qualifying distance or off-premises contract, they may have a statutory right to cancel the contract during a 14-day cooling-off period.

Where a customer specifically asks us to begin providing a service during an applicable cooling-off period, we may ask the customer to expressly request that work begins early and acknowledge the consequences of doing so.

If the customer subsequently exercises a statutory cancellation right after requesting that work begins, the customer may be required to pay a proportionate amount for services already supplied, where permitted by law.

Where the service has been fully performed during the cancellation period following the customer’s express request and acknowledgement, the statutory cancellation right may end once the service has been fully performed.

These rights are separate from Gibbs Group’s normal appointment cancellation policy.

6. CHANGING OR ENDING A REGULAR SERVICE

Customers may request a different cleaning frequency by giving us reasonable written notice, preferably at least 48 hours before the next scheduled appointment.

Customers may also end an ongoing cleaning arrangement by notifying us in writing.

Ending the ongoing service does not remove liability for services already provided or for any reasonable cancellation charge relating to an appointment which had already been specifically reserved before notice was received.

We reserve the right to discontinue a recurring service where a customer repeatedly postpones or cancels appointments, repeatedly prevents access, fails to make payment, behaves abusively towards our staff, creates an unsafe working environment or otherwise materially breaches these Terms & Conditions.

Where reasonably practicable, we will notify the customer.

7. WEATHER, PUBLIC HOLIDAYS & DELAYS

Window cleaning may be carried out during light or moderate rain. Rain itself does not necessarily prevent us from achieving an appropriate standard of cleaning.

Gibbs Group will determine whether weather conditions are suitable and safe for the booked service.

High winds, storms, lightning, extreme temperatures, heavy rain, ice or other conditions may make some services unsafe or unsuitable.

If we decide that a service cannot safely or effectively be performed because of weather, we will rearrange it as soon as reasonably practicable.

Regular scheduled services may also be affected by public holidays, staff illness, vehicle or equipment failure, traffic, previous appointments taking longer than expected or circumstances outside our reasonable control.

Where practicable, we aim to complete delayed recurring cleans within approximately five working days, although this cannot be guaranteed.

A customer choosing to cancel solely because of light or moderate rain remains subject to the normal cancellation provisions where we have determined that the service can safely and properly proceed.

8. QUOTATIONS

Unless otherwise stated, quotations are valid for 28 days.

Quotes are based upon the information, photographs and property details available to us at the time.

If the property, condition, access requirements or amount of work differs materially from what was described or shown when quoted, we will inform the customer and may provide a revised price before undertaking materially additional work.

Unless expressly stated otherwise, a standard window-cleaning quotation is for a maintenance clean.

Our standard window-cleaning service normally includes the agreed exterior windows, frames, sills and relevant doors of the main property.

Conservatories, conservatory roofs, roof lights, outbuildings, detached garages, glass balustrades, balconies and other additional structures are only included where stated or agreed.

9. FIRST CLEANS & HEAVILY SOILED WINDOWS

A property requiring substantially more work than a normal maintenance clean may require a first-clean or restoration surcharge where this has been agreed with the customer.

Standard window cleaning does not include removal of:

• cement or mortar;
• plaster;
• render;
• paint;
• silicone;
• adhesives;
• stickers;
• varnish;
• hard-water staining;
• mineral deposits;
• oxidisation;
• staining within glass;
• scratches;
• building debris; or
• other contamination requiring specialist treatment,

unless specifically included within the quotation.

Builders cleans and specialist cleaning may be quoted separately.

10. QUALITY & CUSTOMER SATISFACTION

We take pride in our work and aim to provide all services with reasonable care and skill.

If a customer believes that an area included within the agreed service has not been cleaned satisfactorily, they should contact us as soon as reasonably possible and preferably within 24 hours of the service.

Where appropriate, we may inspect the issue and arrange a reasonable opportunity to rectify an agreed cleaning fault without additional charge.

The 24-hour notification request helps us investigate cleaning issues while the condition of the property is still reasonably representative of when we completed the work. It does not remove or restrict any statutory rights available to a consumer.

11. PAYMENT

Unless different terms have been agreed in writing, payment from domestic customers is due within 3 days of completion of the service.

Commercial customers will be subject to the payment terms stated on their quotation, contract or invoice. Unless otherwise agreed, commercial accounts may operate on 30-day payment terms.

Payment instructions will be supplied by Gibbs Group.

Customers should quote any requested reference when making payment.

Where an account remains unpaid, we may contact the customer to request payment and may suspend future services until the account has been brought up to date.

We reserve the right to recover sums lawfully due to us using appropriate debt-recovery procedures or court proceedings.

We will only seek interest, compensation, administrative costs, debt-recovery costs or court costs where we are legally entitled to do so.

For qualifying business-to-business debts, Gibbs Group reserves its statutory rights in relation to late-payment interest and recovery compensation.

12. PRESSURE WASHING

Pressure washing involves applying water to surfaces at high pressure.

Although reasonable care will be taken, customers acknowledge that pressure washing may expose or dislodge pre-existing weakness, deterioration or defective materials.

This can include:

• loose pointing or mortar;
• unstable paving;
• damaged concrete;
• deteriorated render;
• loose paint;
• jointing compounds;
• sand between block paving;
• weeds;
• decorative stones;
• loose edging;
• damaged timber; and
• other previously weakened surfaces.

Customers should notify us before work begins of any known fragile, damaged or defective areas.

Unless included within the quotation, customers must remove movable items such as furniture, plant pots, ornaments, toys and BBQs from the working area before we arrive.

We will take reasonable care when carrying out the service. However, Gibbs Group will not be responsible for deterioration or damage caused solely by a pre-existing defect, weakness, deterioration or condition which we could not reasonably have been expected to identify or prevent.

Nothing in these Terms & Conditions excludes liability where it cannot lawfully be excluded.

13. GUTTER CLEARANCE & WASTE

Gutter clearing and exterior-cleaning services may produce moss, leaves, weeds, sand, soil and other organic debris.

Unless waste removal has specifically been included in the quotation, off-site waste disposal is not included.

Where appropriate and with the customer’s permission, suitable green waste may be placed into the customer’s available garden-waste bin.

Otherwise, debris may be left neatly at an agreed location at the property for the customer to dispose of.

Hazardous or controlled waste will not be placed into household bins where doing so would be inappropriate or unlawful.

14. BALCONIES & RESTRICTED ACCESS AREAS

Where access to a balcony or other restricted area is necessary, we will only access it where we consider it reasonably safe and appropriate to do so.

Customers must disclose known access problems and should remove fragile or valuable objects from areas in which we are required to work.

We reserve the right not to access an area if we consider doing so unsafe.

We will take reasonable care when working around customer property but cannot accept responsibility for damage caused by an undisclosed pre-existing defect or an unavoidable consequence of safely accessing an area, except where liability cannot legally be excluded.

15. ROOF CLEANING

Roof-cleaning work is weather dependent and may need to be postponed where surfaces are wet, icy or otherwise unsafe.

Before beginning work, we may photograph visible broken tiles, deterioration or other existing damage.

Customers should tell us of any known roof defects, leaks, loose tiles, previous repairs or fragile areas before work commences.

Cleaning can reveal defects or deterioration which were previously hidden by moss, dirt or debris.

Gibbs Group will exercise reasonable care and skill but will not be responsible for pre-existing deterioration or defects which become apparent during or following cleaning.

Where we cause damage through a failure to exercise reasonable care and skill, nothing in these Terms & Conditions removes any rights or remedies the customer may have.

16. WINDOWS, FRAMES, LEAD & PRE-EXISTING DEFECTS

Customers should notify us of any known damaged, loose, deteriorated or fragile windows, seals, vents, frames, trim or decorative components before cleaning.

Cleaning can occasionally reveal or dislodge components that have already deteriorated or become loose, including:

• decorative lead;
• vents;
• seals;
• trims;
• UPVC components;
• loose silicone;
• damaged glazing bars; and
• deteriorated paint or coatings.

The fact that an item becomes detached during cleaning does not by itself establish that the cleaning caused the underlying defect.

Where appropriate, photographs may be used to record the condition before or after work.

Gibbs Group is not responsible for loss or damage arising solely from a pre-existing defect or deterioration which could not reasonably have been avoided while performing the agreed service.

We remain responsible where required by law for damage caused by our failure to exercise reasonable care and skill.

17. PHOTOGRAPHS & VIDEO

Gibbs Group may take photographs or short video recordings where reasonably necessary for legitimate business purposes connected with providing our services.

This may include:

• preparing or confirming quotations;
• recording the condition of a property before work;
• documenting pre-existing damage or defects;
• recording completed work;
• health and safety purposes;
• staff training and quality control;
• responding to a complaint;
• resolving a dispute;
• insurance purposes; or
• establishing what work was carried out.

We will take reasonable steps to avoid unnecessarily capturing people, vehicle registration numbers, personal documents, security information or other private information.

Operational photographs will be stored and used in accordance with applicable data-protection law and our Privacy Notice.

Promotional photographs

We may also wish to photograph completed work for our portfolio, website or social-media channels.

Where a photograph or video identifies, or could reasonably identify, a customer or another individual, we will obtain an appropriate lawful basis before using that material for promotional purposes and, where appropriate, seek consent.

Where consent is relied upon, consent may be withdrawn for future use by contacting Gibbs Group. Withdrawal will not make earlier lawful use unlawful, and we will take reasonable steps concerning material under our control.

We will not intentionally publish a customer’s name, full address, identifiable children, private correspondence, vehicle registration or other unnecessary identifying information as part of promotional content without appropriate permission.

Customers who do not wish their property to be used for promotional content may tell us in writing.

18. DATA PROTECTION & PRIVACY

In providing our services, Gibbs Group may process personal information including names, addresses, telephone numbers, email addresses, booking information, payment records, correspondence and photographs.

Personal information will only be processed where there is an appropriate lawful basis and in accordance with applicable UK data-protection legislation.

Further information about:

• what information we collect;
• why we use it;
• our lawful bases;
• how long it is retained;
• who it may be shared with;
• customers’ data-protection rights; and
• how to raise a data-protection concern

is contained in the Gibbs Group Privacy Notice, available upon request.

19. SAFETY

Our personnel have the right to work in a safe environment.

We may refuse, suspend or stop work where we reasonably believe that conditions present an unacceptable health or safety risk.

This may include aggressive animals, abusive or threatening behaviour, unsafe structures, hazardous substances, dangerous access, unsafe electrical equipment, severe weather or other significant hazards.

Where a hazard within the customer’s control prevents us from completing a reserved appointment, the cancellation/access provisions of these Terms may apply.

20. DAMAGE & LIABILITY

Gibbs Group will exercise reasonable care and skill when providing its services.

Customers are responsible for notifying us of known fragile, defective, damaged or unusually valuable items within or immediately adjacent to our working area.

We will not be responsible for loss or damage to the extent that it:

• existed before our work commenced;
• results from normal deterioration or wear;
• results from an inherent or undisclosed defect;
• could not reasonably have been foreseen or avoided;
• results from inaccurate information supplied by the customer; or
• results from the customer’s failure to follow reasonable instructions.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence or a consumer’s statutory rights relating to services performed without reasonable care and skill.

Customers should notify us of alleged accidental property damage as soon as reasonably possible so that we have a reasonable opportunity to inspect and investigate it.

21. COMMUNICATION

Customer requests concerning bookings, cancellation, rescheduling, access, frequency changes or termination of services should be made in writing.

Written communication includes text message, email or another written messaging service accepted by Gibbs Group.

We aim to respond to communications within approximately 24–48 hours, although response times may be longer during weekends, public holidays, periods of annual leave or unusually busy periods.

Sending a message does not necessarily mean that it has been read or actioned immediately.

Customers should therefore provide the required notice when requesting changes to an appointment.

22. COMPLAINTS

Customers should contact Gibbs Group directly if they are dissatisfied with a service.

We will investigate complaints fairly and within a reasonable period and may request photographs or arrange an inspection where necessary.

Where there is a genuine defect in the service, we may offer repeat performance or another appropriate remedy in accordance with the customer’s legal rights.

Nothing in our complaints procedure restricts a consumer’s statutory remedies.

23. EVENTS OUTSIDE OUR REASONABLE CONTROL

We will not be responsible for delay or failure to provide a service where this is caused by circumstances outside our reasonable control.

Examples may include severe weather, dangerous road conditions, significant vehicle or equipment failure, accident, illness, emergency, government restrictions or other exceptional circumstances.

Where this occurs, we will take reasonable steps to minimise disruption and rearrange affected services where appropriate.

24. CHANGES TO PRICES

The price agreed for a particular booked service will not be changed without an appropriate reason or agreement.

For ongoing services, Gibbs Group may review its prices from time to time.

Customers will be given reasonable notice of a material price change before the new price applies to a future service.

If the customer does not wish to continue at the new price, they may end the ongoing service before the new price takes effect, subject to any appointment already reserved and the applicable cancellation provisions.

25. CHANGES TO THESE TERMS

Gibbs Group may update these Terms & Conditions from time to time, including to reflect changes in legislation, business practices or the services we provide.

Changes will not retrospectively alter rights or obligations relating to a service already completed.

Where a material change affects an ongoing service arrangement, reasonable notice will be provided where appropriate.

The latest version will be available from Gibbs Group upon request.

26. COMMERCIAL CUSTOMERS

Where the customer is acting wholly or mainly for business purposes, additional or different commercial terms may be agreed in writing.

Commercial payment terms, service specifications and cancellation arrangements contained within an accepted quotation, purchase order or written service agreement may supplement these Terms & Conditions.

In the event of an inconsistency, specifically negotiated written terms will take priority to the extent of that inconsistency.

27. GENERAL

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply so far as legally permitted.

A delay by Gibbs Group in exercising a contractual right does not necessarily mean that right has been waived.

Nothing in these Terms creates rights for a person who is not a party to the agreement except where the law provides otherwise.

28. GOVERNING LAW

These Terms & Conditions and any contract between Gibbs Group and a customer are governed by the laws of England and Wales.

Nothing in this clause deprives a consumer of any mandatory rights relating to jurisdiction or applicable law.

29. CONTACTING GIBBS GROUP

All booking changes, cancellations, complaints and other important customer requests should be submitted to Gibbs Group in writing using our published contact details.

A current copy of these Terms & Conditions and our Privacy Notice can be requested from Gibbs Group.