Terms & Conditions

1. About these terms

These terms apply to the residential and commercial cleaning and facilities management services provided by ACE Window & Cleaning Services Ltd (“ACE”, “we”, “us”). By requesting a quote, booking a service, or entering into a service agreement with us, you agree to these terms. Some commercial contracts may include additional or varied terms agreed in writing — those will take precedence for that work.

2. Our services

We provide external cleaning, internal cleaning, grounds maintenance, waste management, reactive and specialist cleaning, and integrated facilities management across Derby & the wider Midlands. We operate year-round, seven days a week, 7am – 8pm, 7 days a week. For window cleaning, every standard visit includes the cleaning of all windows, frames, sills and doors as standard, unless otherwise agreed.

3. Quotes and pricing

Quotes are provided free of charge and are valid for 30 days unless stated otherwise. Pricing is agreed before work commences. For recurring services, the agreed price applies until either party gives reasonable notice of a change, or as set out in your service agreement.

4. Payment

• Payment is due within 7 days of the cleaning service being carried out.
• Cash payments are taken on the day of service or arranged with our management for collection.
• Direct Debit payments are taken automatically via our GoCardless link for recurring customers.
• Commercial contract terms (including invoicing and payment cycles) are as set out in your individual service agreement.

5. Scheduling and access

You agree to provide safe, unrestricted access to the areas being cleaned on the day of service. Gates must be unlocked on the day of service. If access is blocked by locked gates or other preventable barriers, we reserve the right to charge for time and travel unless there is a valid reason (for example, you are on holiday and have notified us in advance). You will be charged if a visit is prevented for no valid reason.

6. Cancellations

Please keep cancellations to a minimum. Notify us of any cancellation before 8pm the day prior to your scheduled visit. Repeated late cancellations may result in a charge for the scheduled visit or, in persistent cases, discontinuation of service.

7. Text reminders

With your consent, we can send an optional text reminder the evening before your scheduled cleaning, to help with arrangements such as locked gates or payment. Reminders must not be used to cancel a visit. Misuse of the reminder service may lead to the reminder facility being withdrawn or, in persistent cases, to the service being discontinued.

8. Service guarantee

Your satisfaction matters to us. If you are unhappy with any aspect of our work, please contact us promptly and we will return to rectify the issue. We are fully insured, and our work is carried out using specialist equipment and trained teams.

9. Health, safety and your responsibilities

You agree to inform us of any hazards at the site (including pets, fragile surfaces, or access restrictions) before work begins, and to follow any reasonable guidance from our team while work is being carried out. We will carry out work in line with appropriate health and safety procedures.

10. Liability

We carry comprehensive public liability insurance for the work we undertake. Our liability for any loss or damage arising from our services is limited to the cost of the work carried out or the cover provided under our insurance, whichever is greater. We are not liable for pre-existing damage, wear and tear, or issues we have not been instructed to address.

11. Complaints

We take complaints seriously. If you have a concern about our service, please contact us as soon as possible using the details below and we will work with you to resolve it. We aim to acknowledge all complaints promptly and to resolve them in good faith.

12. Changes to these terms

We may update these terms from time to time. The “last updated” date above will reflect the most recent revision. Continued use of our services after a change constitutes acceptance of the updated terms.

13. Contact