TERMS OF BOOKING

These terms apply when you book roof cleaning, gutter clearance or related exterior cleaning services with us.

Please read these terms before you book. By completing your booking, you confirm that you have had the opportunity to read and agree to these Terms of Booking and our “Roof Cleaning: What to Expect” information.

Our “Roof Cleaning: What to Expect” information explains the cleaning process and the appearance and condition of a roof after cleaning. It forms part of these terms and is available to you before you complete your booking.

1.1 We are The Roof Cleaning People Ltd, company number 17213886, trading as Ben’s Roof Cleaning (“we”, “us” and “our”).

Our registered office is:

5 Hazelgrove Road

Haywards Heath

England

RH16 3PH

Our trading address is:

Wych Cross

Forest Row

East Sussex

RH18 5JN

1.2 You can contact us on 0134 277 8892 or info@bensroofcleaning.com.

Our office is open Monday to Friday 8am–7pm, Saturday 9am–5pm and Sunday 10am–4pm.

2.1 Our quotation is based on the information you provide about the property and, where appropriate, our online assessment of the property. Quotations are valid for 30 days.

2.2 All prices quoted include VAT. There will be no additional charges unless clause 2.3 applies or you agree to additional work.



2.3 If, when we attend, the property or work required is materially different from the information on which the quotation was based — for example, because the roof is significantly larger, higher or less accessible than expected — we will tell you before starting and provide a revised price.

You can accept the revised price or cancel the work. If you cancel for this reason, your deposit will be refunded in full.

3.1 When you book, we take a deposit of 10% of the quoted price. This is part-payment of the total price and is not an additional charge. The remaining balance is payable on completion.

3.2 Before completing an online booking, you will be asked to confirm that you have had the opportunity to read and agree to:

• these Terms of Booking; and
• the “Roof Cleaning: What to Expect” information.

Links to both documents will be provided before you complete your booking.

3.3 Your booking is confirmed once we have received your deposit and sent you written confirmation. A contract between you and us comes into existence at that point.

We will provide you with a copy of, or access to, the terms applicable to your booking with your booking confirmation.

3.4 If you cancel using your statutory 14-day cancellation right, clause 4 applies.

3.5 Outside that statutory cancellation right, if you cancel or rearrange:

• more than 48 hours before the appointment, we will refund your deposit in full or transfer it to a new date if you prefer; or
• 48 hours or less before the appointment, we may retain the deposit to reflect the appointment slot reserved for you. Nothing further will be charged for the cancelled appointment.

3.6 If we cancel or are unable to carry out the work, your deposit will be refunded in full.

4.1 Where you enter into the contract at a distance, including through our website or by telephone, you normally have the legal right to cancel the contract within 14 days from the day after the contract is entered into, without giving a reason.

This right arises under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

4.2 To cancel, you simply need to tell us clearly that you wish to cancel. You can do this by telephone, email or by using the cancellation form at the end of these terms.

We will confirm your cancellation in writing.

4.3 If you cancel within the cancellation period before any work has started, we will refund payments due to be refunded within 14 days of being informed of your decision to cancel.

Work requested within the 14-day cancellation period

4.4 If you would like us to start work before your 14-day cancellation period has ended, we will ask you to expressly request that we begin the service during that period.

4.5 If you make that request and then cancel after work has begun but before it has been completed, you may be required to pay a proportionate amount for the service provided up to the point at which you told us you wished to cancel, where permitted by law.

4.6 If you expressly request that we begin during the cancellation period and the service is then fully performed, your statutory right to cancel will end once the service has been completed, provided you acknowledged before performance that you would lose that right following full performance.

Your other statutory rights are unaffected.

5.1 The remaining balance is due on the day the work is completed. Our office may contact you to take payment by card.

5.2 If you are not at the property, we may photograph the completed work and provide those photographs to you.

5.3 If payment is not made when due, we may charge interest at 4% per year above the Bank of England base rate on the overdue amount. We will not charge interest while a genuine dispute concerning the work is being investigated.

6.1 We clean roofs using cold water through a wide rotating head fitted to a telescopic pole, or by manual brushing. No chemicals are used in the washing process itself. Once the roof has dried, we may apply a moss treatment to help slow regrowth.

6.2 Roof cleaning is carried out from the ground or a suitable mobile access tower. We do not clean roofs from ladders.

Important information about the appearance and condition of your roof

6.3 Roof cleaning removes moss, dirt and other material which may have been covering the roof surface. Cleaning can therefore reveal differences in the colour, appearance or condition of the tiles underneath.

6.4 Older or weathered roofs may show lighter or darker areas, staining, colour variation, weathering, chips, cracks or other existing deterioration once moss and dirt have been removed. The appearance of the roof after cleaning may therefore differ from its appearance before cleaning.

A change in appearance caused by the removal of moss, dirt or other material does not, by itself, mean that the roof has been damaged during cleaning.

6.5 We remain responsible for carrying out the service with reasonable care and skill. Nothing in these terms excludes or restricts your statutory rights or our liability where damage is caused by our failure to exercise reasonable care and skill.

6.6 More information and examples of what you may expect following cleaning are contained in our “Roof Cleaning: What to Expect” information, which is made available before you book and forms part of these terms.

6.7 We are cleaning contractors. Unless expressly agreed otherwise, we do not survey roofs or provide roofing inspections, repairs, re-pointing, coatings or sealing.

7.1 Before cleaning the whole roof, we will clean a small, reasonably discreet test area so that the initial result can be assessed.

If you are present, we will show you the test patch. If you are not present, we may photograph it and send it to you for approval.

7.2 We will only proceed with the full roof clean once you have approved the test patch.

The test patch provides an indication of the expected cleaned appearance. Because the age, weathering, moss coverage and underlying condition of tiles can vary across a roof, it does not guarantee that every tile or section of the roof will be identical in colour or appearance.

7.3 If you do not wish to proceed after seeing the test patch, we will stop and the roof clean will not go ahead. You will not be charged for the roof clean and your deposit will be refunded.

If you ask us to carry out other work while we are there, such as gutter clearance, we will agree the price with you before carrying out that additional work.

8.1 Please ensure we can access all areas reasonably required to perform the work, gates are unlocked and an outside water supply is available where required.

8.2 Before work begins, please:

• close windows, doors and roof windows;
• move vehicles away from the working area;
• move or adequately protect garden furniture, pots and other vulnerable items;
• tell us about and appropriately protect ponds;
• keep children and pets away from the working area.

8.3 If you will not be at the property, please provide a telephone number on which we can contact you to discuss the test patch or anything unexpected we identify.

8.4 If we cannot reasonably start because access or facilities you agreed to provide are unavailable, we may need to rearrange the appointment. Where appropriate, clause 3.5 may apply.

9.1 Before work begins, please tell us about anything you know may materially affect the work, including:

• leaks, damp patches, slipped or missing tiles or recent roof repairs;
• solar panels, roof windows, conservatories, polycarbonate roofing, aerials, satellite dishes, cameras or alarms;
• fragile roof coverings;
• materials which contain, or may contain, asbestos;
• ponds, fish, watercourses or vegetable beds below or close to the working area; and
• whether the property is listed or subject to restrictions that you know may affect the work.

We will not pressure-wash asbestos-containing materials and may refuse to clean any surface where asbestos is known or reasonably suspected.

9.2 We are entitled to rely reasonably on information you provide. We will not be responsible for loss or damage caused by a relevant condition or hazard which you knew about but did not disclose to us, to the extent that the failure to tell us caused or contributed to that loss or damage.

Nothing in this clause excludes liability for our own failure to exercise reasonable care and skill.

10.1 We may postpone or stop work where:

• weather conditions make the work unsafe or ineffective;
• safe access cannot reasonably be achieved;
• asbestos or another hazardous or fragile material is identified; or
• the condition of the roof means that continuing would create an unacceptable risk of damage or injury.

10.2 If this happens, we will explain the reason and, where appropriate, offer to rearrange the work.



If we determine that the work cannot safely or appropriately proceed and you choose not to rearrange, your deposit for the affected work will be refunded.

11.1 The work may be carried out on our behalf by approved subcontractors working in accordance with our applicable procedures, method statements and risk assessments.

11.2 Regardless of who physically carries out the work, your contract remains with The Roof Cleaning People Ltd trading as Ben’s Roof Cleaning, and we remain responsible to you for the performance of the contracted service.

12.1 If you believe there is a problem with the work, please tell the person carrying out the work on the day where possible and contact our office as soon as reasonably practicable afterwards.

Contacting us promptly helps us investigate while the circumstances and evidence are still available.

12.2 We may ask you to provide photographs and may arrange an inspection.

Where reasonably possible, please give us an opportunity to inspect an alleged problem before instructing another contractor to alter or repair the affected area, unless urgent action is reasonably required to prevent further loss, damage or a safety risk.

This does not affect your statutory rights.

12.3 We do not provide a separate contractual guarantee unless one is expressly stated in your quotation or booking confirmation.

Your statutory rights under the Consumer Rights Act 2015 apply. This includes the requirement for services to be performed with reasonable care and skill and the remedies available where that standard is not met.

13.1 If we fail to comply with these terms, we are responsible for foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill.

13.2 Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

● death or personal injury caused by negligence;

● fraud or fraudulent misrepresentation; or

● breach of rights which cannot lawfully be excluded or restricted.

13.3 We do not carry out a structural or condition survey of the roof as part of the cleaning service.

We are not responsible merely because cleaning reveals a defect, deterioration, discolouration, weathering or other condition that already existed before we carried out the work.

However, this does not exclude our responsibility for damage caused by our failure to exercise reasonable care and skill.

13.4 We hold public liability insurance of £5 million and employers’ liability insurance of £10 million. Evidence of insurance is available on request.

14.1 We may take photographs of the property before, during and after the work for purposes including recording the condition of the property, documenting the work performed, dealing with queries or complaints and maintaining our business records.

14.2 We will not use identifiable photographs of your property for advertising or social-media purposes on the basis of your agreement unless the appropriate permission has been obtained. Where we rely on consent for that use, you may withdraw that consent.

Further information is contained in our Privacy Notice.

15.1 We use personal information to administer bookings, communicate with you, provide the service, process payments, maintain appropriate records and deal with enquiries or disputes.

Our Privacy Notice explains in more detail how and why we use personal information, how long it is retained and your data-protection rights.

16.1 These terms are governed by the law of England and Wales.

If you live in Scotland or Northern Ireland, you may also have rights to bring proceedings in the courts where you live.

16.2 We may update these terms from time to time. The terms applying to your contract will be the version applicable when your booking is confirmed. We will provide or make available a copy of those terms with your booking confirmation.

16.3 If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

You do not have to use this form. You may cancel by making any clear statement telling us that you wish to cancel.

If you wish to use this form, send it to:

Ben’s Roof Cleaning

The Roof Cleaning People Ltd

Wych Cross

Forest Row

East Sussex

RH18 5JN

Email: info@bensroofcleaning.com

To: The Roof Cleaning People Ltd trading as Ben’s Roof Cleaning

I hereby give notice that I cancel my contract for the following service:

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Booking confirmed on:

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Name:

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Address:

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Signature (only if this form is sent on paper):

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Date:

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