Terms & Conditions

1.1 Introduction

These Terms & Conditions govern the use of www.kovacswindow.site and our cleaning services. Throughout these Terms & Conditions, “we,” “our,” and “us” refer to Kovacs Solutions Limited, trading as Kovacs Window Services, Kovacs Window, Kovacs Window Pro Cleaning or Kovacs cleaning services. “Customer”, “customers”, “you” and “your” refer to the customer or user of our website or services. By accessing our website, submitting a booking, accepting a quote, or using any of our services, you agree to be bound by these Terms & Conditions.

1.2 Service Agreement

• We clean external windows, doors, roofline areas, and vacuum gutters (etc.), including frames unless stated otherwise.
• Customers must provide accurate contact details, correct address information, and ensure safe, unobstructed access to the property. Customers must secure pets and notify us of any hazards (e.g., alarm systems, fragile items, loose tiles, etc.). Obstructions (e.g., locked gates, parked vehicles, or blocked access) may prevent or delay service.
• Customers must ensure that water supply (if required), electricity (for vacuum systems), or other relevant resources are accessible at the time of service.
• We ask for a deposit to protect against late cancellations and no-shows, as we allocate time, equipment, and resources based on confirmed appointments. The 20% deposit is due at the “time of booking/acceptance of a quote” and is required to secure your appointment.
• We aim to provide services as scheduled; however, delays may occur due to adverse weather or unforeseen circumstances. If cleaning is impacted by extreme weather, we can offer a rectification service upon request.
• Any issues must be reported within 24 hours of service completion. We offer a re-clean before considering refunds. If the issue remains unresolved after a re-clean, a partial or full refund may be considered—provided it is within the 24-hour window.
• We may capture recordings or photos/videos of the service for insurance, training, or documentation purposes. We will seek your approval if we plan to use any media for advertising.
• By using our website or services, you agree to the storage of your personal information as required to deliver the service. You also authorise us to send / receive service-related updates via text or email.
• If the service details provided do not reflect the actual property or job requirements, we reserve the right to adjust the price. We will notify you beforehand so you can freely opt in or out of the service.
• The details listed in the FAQ form part of the terms and conditions.
• Payments are only processed after the work is completed.
• If the work is only partially completed due to lack of access to the rear, we may charge 50% of the agreed amount.
• We are not responsible for any delays or inability to perform the service due to customer non-compliance with these responsibilities.

1.3 Payments, Fees, Deposit, Cancelation & Refunds

• Payments must be made using our accepted payment methods.
• If the work is only partially completed due to lack of access to the rear, we may charge 50% of the agreed amount.
• All refunds, including those made through Stripe or GoCardless, will be processed in line with their respective terms and the Direct Debit Guarantee.
• Customers may request to reschedule a non-recurring service with at least 24 hours’ notice at no extra cost. Rescheduling with less than 24 hours’ notice may incur a fee or be treated as a late cancellation.
• Late or declined payments may result in suspension of service and may be reported to relevant third parties, such as insurance providers, debt collection agencies, or small claims court. Please note that invoices unpaid after 14 days will incur a £25 administration fee. If the matter proceeds to small claims court, an additional £35 fee will apply. This could result in a total of £60 in extra charges, on top of the original invoice.
• One-Time Cleaning Cancellations:
  • Cancellations made with at least 24 hours notice are eligible for a full refund.
  • Cancellations made within 24 hours of the scheduled service are non-refundable.
• Regular Subscription Cancellations:
  • Customers may cancel at any time; however, certain limitations apply.
  • If the cancellation occurs after the service has been completed or less than 24 hours before the scheduled service, no refund will be issued.
• Refund Policy:
  • Refunds will not be considered more than 24 hours after service completion.
  • Any concerns must be reported within 24 hours of the completed service. In the event of an issue, we will offer a re-clean before any refund is considered.
  • If the issue is unresolved after a re-clean, a partial or full refund may be issued—provided it is within the 24-hour window.
• Late cancellation:
  • For recurring window cleaning, cancellations made less than 24 hours before the scheduled time are considered late and will incur a fee based on the original service price.
• Incorrect Amount Charged: If you believe you have been charged an incorrect amount, please notify us within 5 days of the transaction. We will investigate the issue and, if an error is confirmed, a correction or refund will be issued promptly.
• Deposit:
  • Deposits are non-refundable once payment has been made following acceptance of our quote.
  • Payment of the deposit serves as confirmation that both parties agree to the terms outlined.

1.4 Liability

• Customers must notify us of any issues within 24 hours of service.
• We are not responsible for pre-existing damage to windows, sills, frames, or the property.
• We cannot be held responsible for water damage resulting from our service if the sill, window, or frame was already damaged or the issue was not visible during assessment.
• We are not responsible for pre-existing scratches on the glass, as we use scratch-free tools. In the unlikely event the glass gets scratched, we offer a solution using a glass repair kit.
• We may capture recordings or photos/videos of the service for insurance, training, or documentation purposes. We will seek approval if we aim to use any media for advertising purposes.
• We are not liable for delay or failure to perform services due to circumstances beyond our control, including but not limited to severe weather, natural disasters, strikes, pandemics, or service outages.

1.5 GDPR/Data Protection

• We handle your personal information in accordance with GDPR and only store data necessary to deliver and manage our services.
• We do not share your data with third parties without your consent, except as required by law or for essential service functions (such as payment processing or communication platforms).
• We do not use your personal data for advertising or profiling without your explicit consent.
• We implement reasonable security measures to protect your personal data. However, no method of transmission over the Internet or electronic storage is completely secure—please use caution when sharing sensitive data.
• You may request access to, correction of, or deletion of your personal data by contacting us.
• We may update these Terms & Conditions. Continued use of our services implies acceptance of any changes.

1.6 Privacy Policy

• By using our website, you consent to the collection and use of your information as outlined in this policy.
• We may collect the following types of information:
  • Personal Information: Name, email, phone number, and any information submitted via forms or bookings.
  • Non-Personal Information: Browser type, IP address, device info, and usage statistics.
  • Cookies & Tracking: We use cookies to enhance user experience and monitor website performance (e.g., Google Analytics).
• We use the collected data for:
  • To provide and maintain our website and services.
  • To respond to inquiries, process bookings, and send reminders.
  • To improve the website based on user behaviour.
  • To comply with legal obligations (e.g., accounting, tax).
• Data Sharing:
  • We will never share your personal information for advertising or profiling purposes without your explicit consent.
  • We may share data with:
    • Service Providers: e.g., Google Analytics, Fluent Form, Fluent CRM and website hosts.
    • Legal Compliance: When required by law or legal process.
  • Your Rights:
    • Request access to or deletion of your data.
    • Opt-out of marketing communications.
    • Manage or disable cookies via browser settings..
    • Our site may link to third-party websites. We are not responsible for their privacy policies and recommend reviewing them separately.

1.7 Cookie Policy

• Definition: Cookies are small files stored on your device that help us analyse website traffic and enhance your experience.
• Types of Cookies We May Use:
  • Essential Cookies – Necessary for basic website functionality.
  • Analytics Cookies – Not currently in use on our site, but may be used in future/occasionally so it can help us track usage behaviour (e.g., Google Analytics).
  • Marketing Cookies – Not currently active on our site, but may be used in the future to generate additional income based on website traffic.
• Managing Cookies:
  • Users can disable cookies through browser settings, though this may limit certain features.
  • We currently only use essential cookies by trusted third parties. We do not use custom marketing cookies nor analytics.

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales. For service-related questions, schedule changes, or complaints, customers may contact us via email at info@kovacswindow.site. We aim to respond within 1 business day.