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Refund Policy

ClearView Exterior Care

Last updated: 10.12.25

This Refund & Cancellation Policy explains how we handle cancellations, deposits and any refunds for services booked with ClearView Exterior Care.

We provide services only (no physical products), including driveway and patio cleaning, softwash soffits and fascias, gutter clearing and exterior cleaning, conservatory roof cleaning, wall algae and moss removal and full exterior home refresh packages.

1. Cancellations by You

We understand that plans can change. To keep things fair for everyone:

More than 24 hours before your appointment

  • You can cancel or reschedule free of charge if you give us at least 24 hours’ notice.

  • Any deposit paid will be transferred to your new date or can be refunded on request.

Less than 24 hours before your appointment / no access on arrival

  • If you cancel, reschedule, or we arrive and cannot gain access (for example, locked gates, vehicles blocking the area, or no water supply available) with less than 24 hours’ notice, we may:

    • Retain your deposit, and/or

    • Charge a reasonable call-out / late cancellation fee to cover time and travel.

We will always explain any charges clearly before issuing an invoice.

2. Cancellations by Us

We may occasionally need to cancel or reschedule a booking due to:

  • Unsafe or severe weather

  • Illness or emergency

  • Equipment failure

  • Other circumstances beyond our control

If this happens:

  • We will notify you as soon as possible

  • We will offer the next available suitable date

  • If we cannot agree a new date, any deposit you have paid will be refunded in full

We do not charge any fee where we are the ones cancelling.

3. Deposits

For larger jobs or full exterior refresh packages, we may request a 25% deposit to secure your booking. This will always be agreed and confirmed in writing in advance.

  • Your deposit will be deducted from the final balance on completion.

  • If you cancel with more than 24 hours’ notice, your deposit can be transferred to a new booking or refunded.

  • If you cancel with less than 24 hours’ notice, we may retain some or all of the deposit to cover our costs.

4. Refunds After Work Has Been Completed

Our aim is that you are happy with the results of our work. If you are not satisfied:

  1. Please contact us within 48 hours of the job being completed.

  2. Provide a brief description and, if possible, photos of the issue.

  3. We will arrange to review the problem and, where appropriate, return to re-clean or put things right.

A refund or partial refund may be offered if:

  • We agree the service has not been carried out with reasonable care and skill, and

  • We are unable to resolve the issue by revisiting within a reasonable time.

We do not normally offer refunds where:

  • Stains or defects are permanent or historic and were unlikely to be fully removed (e.g. deep oil stains, rust, long-standing black spots, worn or damaged surfaces).

  • The result is in line with what we explained in advance (for example, improvement but not “as new”).

  • New staining or damage has occurred after we completed the work (e.g. new tyre marks, spills, weather events).

5. Cooling-Off Period (Online / Distance Bookings – UK Consumers)

If you are a consumer and you book our services online, by phone or by email, UK law may give you a 14-day cooling-off period from the date you make the booking.

However:

  • If you ask us to attend and carry out the work within that 14-day period, you agree that we can start the service straight away.

  • Once the service has been fully carried out, you may lose your right to cancel under cooling-off rules.

  • If you cancel after we have started, we may charge you a proportion of the agreed price for the work already completed up to that point.

6. How to Request a Cancellation or Refund

ClearView Exterior Care
Email: info@clearviewexteriorcaredorset.co.uk
Phone: 07519 959389

Please include:

  • Your name

  • Service address

  • Date of the service

  • A brief explanation of the issue

  • Photos (if relevant)

We aim to respond to all requests as quickly as possible and handle them fairly and professionally.

7. Your Statutory Rights

Nothing in this Refund & Cancellation Policy affects your statutory rights under UK consumer law.

 

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