Terms & Conditions

1. About these terms

These Terms & Conditions apply to services arranged through the BrightPane website, by telephone, by email or through another agreed booking method.

By requesting or confirming a service, you agree to these terms together with the service information and booking details provided at the time of the booking.

2. Our services

BrightPane provides residential window cleaning services for homes and suitable small properties within the local service area.

The service available to a property depends on factors such as the property type, window arrangement, number of windows, access and the practical requirements of the visit.

3. Service area

BrightPane provides services in the surrounding local area.

Availability is determined by the property postcode, appointment schedule and whether the requested service is practical for the property.

If you are unsure whether your property is within the current service area, please contact us before booking.

4. Making a booking

When making a booking, you should provide accurate and up-to-date information about yourself and the property.

Depending on the service, we may ask for:

• Your name
• Telephone number
• Email address
• Property address
• Postcode
• Property type
• Approximate property size or number of bedrooms
• Relevant window information
• Access information
• Preferred appointment information

A booking is confirmed once the requested service, appointment arrangements and any required payment have been accepted by BrightPane.

5. Property information

Prices and service arrangements may be based on the information supplied when the booking is made.

You should let us know about relevant features that may affect the visit, including extensions, conservatories, unusually large areas of glazing, restricted access or other property features that may require additional time.

If the property or service requirements are materially different from the information provided, BrightPane may contact you before carrying out the service to discuss the available options.

6. Prices and payment

The price shown for a service is the price applicable to the service selected at the time of booking.

Where additional work is requested or where the property requires a substantially different service from the one booked, any additional cost will be discussed before the additional work is carried out.

7. Appointment arrangements

Customers may provide a preferred date or appointment information when booking.

Appointment times are subject to local availability and the practical schedule for the service area.

A requested date is not treated as confirmed until BrightPane has confirmed the appointment.

Where an appointment needs to be changed, we will contact the customer using the contact information provided with the booking.

8. Access to the property

Customers are responsible for providing reasonable and suitable access to the areas included in the agreed service.

If access is not available when the appointment takes place, the service may not be able to be completed in full.

Where possible, BrightPane will discuss the situation with the customer and consider whether the visit can be rearranged.

9. Window and property conditions

The condition of windows and surrounding areas can vary considerably between properties.

BrightPane will carry out the agreed cleaning service using suitable methods for the property and the accessible areas involved.

Certain windows or surfaces may not be suitable for the selected service because of their condition, construction, accessibility or other practical considerations.

We will explain any relevant limitation where it becomes apparent during the booking process or visit.

10. Weather and outdoor conditions

Window cleaning is an outdoor service and may be affected by weather or local conditions.

Where conditions make the planned service impractical or unsuitable, BrightPane may need to rearrange the visit.

If this happens, we will contact the customer and arrange another suitable appointment where possible.

11. Changes and cancellations by customers

If you need to cancel or change an appointment, please contact BrightPane as soon as reasonably possible.

We will try to accommodate reasonable requests to rearrange appointments, subject to availability.

Where a booking is cancelled before the service has been provided, any applicable refund will be considered in accordance with the cancellation and refund arrangements applying to the booking.

12. Changes or cancellations by BrightPane

On occasion, we may need to change or cancel an appointment because of weather, access issues, operational requirements or circumstances affecting the planned service.

Where this happens, we will make reasonable efforts to contact the customer and offer an alternative appointment where appropriate.

If the service cannot reasonably be rearranged, any applicable payment refund will be handled in accordance with the relevant booking and refund arrangements.

13. Service completion

A service is considered completed when the agreed cleaning work has been carried out at the property, subject to any areas that could not reasonably be accessed or cleaned.

If part of the agreed service cannot be completed because of access, property conditions or another relevant issue, we will explain the position where reasonably possible.

14. Concerns about a service

If you are unhappy with an aspect of a completed service, please contact BrightPane promptly and explain what happened.

Where appropriate, we may ask for photographs or further information so that we can understand the issue.

We will review the concern and, where suitable, discuss an appropriate way forward.

15. Refunds

Refund arrangements depend on the circumstances of the booking and whether the service has already been provided.

Where a refund is approved, it will normally be returned using the original payment method.

Further information about cancellations and refunds is available in the BrightPane Cancellation & Refund Policy.

16. Customer responsibilities

Customers are asked to:

• Provide accurate booking and property information
• Provide reasonable access for the agreed service
• Let us know about relevant property conditions
• Make sure any requested appointment details are correct
• Contact us promptly if booking information needs to change

These simple arrangements help us plan the visit properly and avoid unnecessary delays.

17. Website information

We aim to keep the information on the BrightPane website accurate and useful.

Service availability, prices and appointment options may change from time to time to reflect the way the local service operates.

Website information does not replace the specific service details confirmed for an individual booking.

18. Privacy

Personal information provided when using BrightPane is handled in accordance with our Privacy Policy.

The Privacy Policy explains what information we collect, why we use it, how long we keep it and the choices available to customers.

19. Liability

Nothing in these terms limits or excludes any liability that cannot legally be limited or excluded.

We will provide the agreed service with reasonable care and attention.

Customers should provide accurate information about the property and make us aware of relevant circumstances that may affect the service.

20. Changes to these terms

We may update these terms from time to time to reflect changes to the way BrightPane operates, changes to the services offered or changes in applicable requirements.

The terms applying to a confirmed booking will remain relevant to that booking, unless a change is required by law or agreed with the customer.

21. Governing law

These terms are governed by the laws of England and Wales.

Where a dispute cannot be resolved directly, the courts of England and Wales will have jurisdiction, subject to any rights that cannot legally be excluded.