The small print

Terms & Conditions

These are the terms you agree to when you book a service with us. We've kept it short and plain, no legal trickery.

Last updated: 11 July 2026

1. Who we are

These terms apply to services provided by Ace Clean & Maintenance Ltd, trading as Ace Exterior. When you book a service with us, by phone, WhatsApp, web form, or in person, you agree to the terms below.

2. Scheduled cleans

Our regular window cleaning runs on a 4-weekly, 8-weekly or 12-weekly schedule, agreed with you when you sign up. A 4-weekly round is thirteen visits across the year. We'll always notify you before each visit (usually the evening before) so you know we're coming.

This section covers our pay-per-visit round. Our monthly Care Plan subscriptions are a separate product with their own schedule and terms. See section 10. Please be sure which product you're applying for: the pay-per-visit round and a monthly subscription are two different things and run differently.

You don't need to be home for us to clean. We work from the outside. Payment is due whether you are home or away, provided the work was carried out as agreed.

3. Property access

We need safe access to all sides of the property where the work is being carried out. That usually means unlocking gates, moving bins, and keeping dogs indoors during the visit. If we can't get access on the day, we may need to charge for the wasted visit.

4. Your place on the round

Your round is a standing appointment on a shared local schedule. A full, regular round is what keeps the price low. Each visit we clean everything we can safely reach for the usual round price; if something's blocked that day (scaffolding, building work, no access round the back) we catch it next time. It's weathered a little longer so that visit takes us a touch more, and it evens out. Nothing gets skipped, and you never pay for a clean you didn't get.

If you cancel and later rejoin and would like your cleaning schedule back, this would be at the first-clean price, the same as any gap longer than two months, because the round rate keeps clean windows clean; it doesn't restart a neglected one. Need a break? Just give us 48 hours' notice before your next visit: text, WhatsApp or call.

5. Payment

Payment is due on completion. We appreciate it on the day, and accept up to 7 days. You can pay by:

Card via our secure pay page, or Klarna or Clearpay to spread the cost over 3 interest-free payments
Bank transfer (details on your invoice)
Cash on the day if preferred

Late payment may incur a reminder fee or removal from the regular round. We always try to talk first. If you're struggling, get in touch and we'll work something out.

6. 48-Hour Rain Guarantee

If it rains within 48 hours of your window clean and you're not happy with the result, we'll come back and re-clean the affected windows free of charge. No questions, no quibbles.

Why we offer this: we use pure deionised water, which dries spot-free. Rainwater contains very few minerals, so it generally won't mark freshly cleaned glass. We're that confident in the method.

7. Satisfaction guarantee

If you're unhappy with any clean, contact us within 24 hours of the work being completed and we'll come back and put it right at no extra cost. We'd rather know straight away than have you live with a clean you're not 100% happy with.

8. Insurance & liability

We carry public liability insurance of up to £10 million, subject to its terms and exclusions, covering both injury and property damage. If something is damaged as a direct result of our work, let us know within 24 hours so we can investigate and resolve it.

We can't accept liability for pre-existing damage (e.g. cracked sealant, loose roof tiles, blocked downpipes that overflow) unless caused by us.

9. Pricing

Prices shown on our website and calculators are guides. Roofline services are priced per side of the property, with a minimum job charge of £60, the minimum never applies to window cleaning rounds. We'll always confirm the exact price with you before any work starts, no surprises.

A free exterior window clean is included with any roofline clean and with any driveway or patio jet-washing job (not with gutter clearance booked on its own), and a free gutter clearance is included with every roof moss scrape.

How the free window clean is worked out: the clean you get free is your home's window clean, at its price on our price list, not a fixed amount. Because it comes with a roofline clean or jet wash (or is your first clean with us), the glass is usually extra dirty, so it's the deeper first-clean version of the job, worth 2× your regular price, and we include it free anyway. The most that can come to on our standard price list is £70 (our largest standard home at first-clean rates). For larger or non-standard properties, that same £70 maximum comes off a quoted window clean instead, with any difference confirmed before we start. The same working applies to window cleans included within Care Plan services.

10. Care Plans (subscriptions)

Care Plans are a separate product from our pay-per-visit round, with their own schedule and terms. Where anything in this section differs from the sections above, this section applies to plan customers.

Our monthly Care Plans are loyalty products for homes we already look after. Before any plan starts, your home's first cleans are carried out at standard one-off prices. That's what makes the plan rates possible: we're maintaining clean things, not restoring dirty ones.

Plan rates are worked out from our standard published prices; the plan's saving is already contained in that rate and cannot be combined with any older or special price. Existing customers on a legacy rate move to our standard price before joining a plan.

What happens when you join: nothing is charged at signup. We verify your home links to a first clean on our round within a 7-day confirmation window. If we can't verify it, we cancel the signup and you pay nothing. Once confirmed, you pay a flat monthly amount by card (12 payments a year, handled securely by Stripe). Your windows are cleaned monthly, 12 cleans a year, one for every payment. Weather can shift a visit within the month, never your place in the diary. Gutters are cleared each autumn (October window) and the roofline is cleaned each spring (March–April window). We schedule these; you never need to book. Where your plan includes annual treatments (roof or ground bio-spray), they're delivered in the season that suits the treatment.

Commitment: plans that include annual services run for a minimum of 12 months, then roll month-to-month and can be cancelled any time. If you cancel inside the first year after receiving an annual service, we charge the difference between the plan payments you've made and the standard one-off price of the services you've received. Nothing more.

If a plan lapses or you cancel: pricing simply returns to standard rates, and anything left longer than our maintenance windows goes back to first-clean pricing. Cancelling and rejoining works the same way, your clean back is a first clean, because the plan rate is for maintaining an already-clean home, not restarting a neglected one.

What bio treatments do (and don't): bio-sprays control biological growth, algae, moss and lichen. They don't remove oil, rust, chewing gum or established weed roots. Ground areas are sized in car-spaces (a family car), confirmed at the first visit. Re-sanding block paving is never included in a plan, it's quoted separately on request and needs a dry day.

Suitability: some properties, heavily shaded, damp, or surrounded by foliage, regrow faster than an annual treatment can hold. We survey before any plan with treatments starts; where a home needs more frequent visits we'll offer a plan priced for it, or one-off servicing instead. We'd rather turn a plan down than sell one that can't keep its promise.

Windows-only subscriptions: our Windows Monthly and Inside & Out plans are available for homes within the areas our rounds already cover, new subscriptions join the existing rounds, which is what keeps them affordable. They bill monthly (12 cleans a year, one per payment), have no minimum term, and follow the same first-clean and verification rules as every plan. Homes outside our round areas are offered our pay-per-visit round or a custom quote instead.

Coverage and distance: plans are priced for our core Nottingham and Derby coverage, served in local clusters, that's part of what keeps them cheap. Rural or outlying homes may carry a small travel supplement, always quoted before you join and never added afterwards. Plan places are limited: we cap the round so every promise gets kept.

11. Your data

We comply with UK GDPR. We only collect what we need to do the job, your name, address, phone number, and email, and we never share it with third parties for marketing.

Payment details are processed securely by Stripe. We never see or store your full card number.

12. Changes to these terms

We may update these terms occasionally. The latest version is always on this page, with the date at the top. If you're a regular customer, we'll notify you of any material changes by email or WhatsApp.

13. Get in touch

Questions about these terms, or anything else?