Basic terms and conditions

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XTX Ltd provides services subject to the following General Terms and Conditions. By instructing us to commence works, or by paying a deposit, the client agrees to these terms.

• We will provide one estimate free of charge and without obligation, even if this requires a site visit.
• Estimates are valid for 30 days from the date issued. We reserve the right to adjust the estimate after this period.
• If the client requests substantial revisions requiring new visits or significant time after the first estimate, we reserve the right to charge a fee for such further estimating work. This fee will be agreed upon with the client in writing beforehand.
• We reserve the right to decline providing an estimate or to advise the client that the requested work is outside our current capability or scope of works.
• All estimates are subject to the availability of stock, materials, and manpower at the time of acceptance.
• Waste removal/disposal and parking costs (e.g., permits, Pay and Display) are not included in the quotation unless specifically mentioned.

• Our pricing structure includes two categories: First Hour Fee and Hourly/Day Rate.
• The First Hour Fee is a fixed, non-refundable charge applied to all projects to cover travel, administration, and the first hour of labour.
• The Hourly Rate (or Day Rate) is applied to each further hour (or part thereof) spent on-site. Preparation and clean-up time are included in the time calculation.
• Once a quotation is accepted, any further changes requested by the customer will be invoiced and charged for separately, subject to prior agreement.
• Key fee structures (First Hour Fee, Hourly/Day Rates) are provided to the client alongside the quotation and are available on the website.

• The client is required to provide a clean and safe working environment. We reserve the right to terminate all work until a dangerous situation is remedied.
• Supervision: Please ensure that children are fully supervised and that pets are secured to avoid risk of injury or disruption of works.
• Work Area Access: If the client or their agent needs to enter the designated work area, they must provide and wear their own appropriate safety equipment.
• Power Disruption: Where electrical work requires power shut-off, we will provide advance warning. It is the client's responsibility to disconnect and power down sensitive electronic devices (e.g., computers, servers, consoles). XTX Ltd is not responsible for data loss or damage to unpowered-down electronics. It is also the client’s responsibility to ensure that fridges and freezers are working after power has been restored.
• Utilities: The customer is to provide a source of fresh water (ideally an outside tap). The customer is to provide a working 13A socket outlet. The customer is allow the use of a working toilet, unless provision has been made for a portable toilet. 

• XTX Ltd may subcontract work to another person or firm if deemed necessary, maintaining full responsibility for the quality of work performed.
• The client is responsible for the management and supervision of their own subcontractors.
• Where XTX Ltd is used to repair a previous contractor’s work, the client is solely responsible for payment to XTX Ltd. We will not involve ourselves in disputes between the previous contractors and the client.

• Payment Due: For one-off projects taking a week or less, payment is due upon completion. For projects taking longer, we may request staged payments on completion of agreed stages.
• Upfront Materials: XTX Ltd may require an upfront payment for materials before work commences on larger projects.
• Late Payment (B2C & B2B): Interest will be charged at 8% above the Bank of England base rate, calculated from the day after the due date on the invoice (or the legal maximum if higher).
• Debt Collection: If payment is delayed by more than 28 days, XTX Ltd reserves the right to instruct a debt collection agency to recover payment, including all reasonable expenses and accrued interest.

• Statutory Rights: This Guarantee is provided in addition to, and does not affect, the client’s statutory rights under the Consumer Rights Act 2015 (CRA 2015). Under the CRA 2015, the service must be performed with reasonable care and skill.
• Workmanship Guarantee: We guarantee our workmanship for a period of 1 year from the date of completion.
• Client-Supplied Materials: This guarantee does not extend to parts or materials supplied by the client. If these materials fail, we expect to charge for any time required for replacement or repair, unless the failure is due to poor workmanship during installation.
• Voiding the Guarantee: Our guarantee is immediately invalid if another party, not acting on our explicit instruction, interferes with the guaranteed work.
• Exterior Cleaning: We cannot guarantee that weeds, moss, algae, or other organic growth will not return. 

• If workmanship fails within the guarantee period, the client must notify us immediately.
• We will be given the first opportunity to rectify the work (repeat performance) at our own cost within a reasonable time.
• If we fail to rectify the work, or if the remedy is impossible, the client is entitled to a price reduction or refund.
• Liability for Damages: XTX Ltd is not liable for indirect or consequential loss that is not reasonably foreseeable. We do not exclude or restrict liability for death or personal injury caused by our negligence, or for any loss arising from our failure to perform the service with reasonable care and skill.

E&OE

These terms apply specifically to all roof cleaning services performed by XTX Ltd. and are to be read in addition to our General Terms & Conditions. By proceeding with a roof cleaning service, the client acknowledges and accepts these supplementary terms.

We commit to performing the roof cleaning service with reasonable care and skill, as outlined in the General Terms & Conditions.

• Access: The service will be performed safely, primarily using specialist long-reach equipment operated from scaffold towers or secure access points. We do not climb on the roof itself unless explicitly required for minor repairs agreed upon in advance.
• Method: The service will be completed using the method (Manual Scraping/Biocide or Controlled Soft Wash/Biocide) as detailed and agreed upon in the quotation.

This section limits our liability only for issues that are NOT a direct result of our negligence or lack of reasonable care and skill.

• 💧 Leaks and Water Ingress: We cannot accept liability for any leaks or water ingress that occur during or after cleaning unless the issue is proven to be caused by our failure to exercise reasonable care and skill. Customers accept the inherent risk to older roofs or roofs in poor condition (e.g., failed seals, weak pointing, damaged flashing, cracked tiles) where vulnerabilities may not be apparent until cleaning commences.
• 🔨 Pre-existing Damage: Before work starts, we will note and/or photograph visible pre-existing damage (e.g., loose tiles, brittle cement, damaged flashing). We accept no liability for any deterioration or damage that arises solely as a result of these pre-existing issues being revealed or worsened, provided the service was performed with reasonable care and skill.

• ✨ Final Appearance and Colour: We cannot guarantee a uniform colour or appearance. Customers accept the risk that removing contaminants may expose natural colour variations or reveal the underlying "biscuit" colour of older concrete tiles or the whitish cement board of manmade slate tiles.
• 🗑️ Mess and Clean-up Responsibility: Roof cleaning is inherently messy. We will make reasonable efforts to rinse and tidy affected surrounding areas. We recommend customers move or cover any valuable or sensitive items or plants they wish to protect before our arrival. We remain liable for any damage to surrounding property that is directly caused by our negligence, but we cannot accept liability for minor residual debris or naturally occurring mess from the cleaning process itself.

These terms supplement the general payment and cancellation clauses found in our General Terms & Conditions.

• Customer Cancellation: If the customer cancels the service with less than 48 hours notice, we reserve the right to retain the deposit or charge a cancellation fee of £250 to cover preparation and lost work time.
• Site Unsuitability: If the service is cancelled after our team has arrived on site due to lack of access or site unsuitability (that was not disclosed during the quote stage), a call-out fee of £300 will be charged.
• ☔ Our Right to Reschedule: The performance of roof cleaning is highly subject to suitable weather conditions. We reserve the right to reschedule the work if wind, heavy rain, or adverse weather makes the service unsafe or reduces the quality of the finish. We will notify the customer as soon as possible to arrange a new date.

• Nature of Guarantee: Roof cleaning is a maintenance service, not a permanent prevention. Moss and algae spores are airborne, and regrowth will occur naturally over time.
• Limited Warranty: We offer a limited 18-Month Regrowth Warranty only if an approved biocide treatment is included as part of the service package.
• Remedy: If significant moss regrowth occurs within the warranty period, we will re-treat the affected area free of charge. This warranty covers biocide application only and does not cover natural discolouration or general weathering.

By proceeding with our roof cleaning service, the customer acknowledges and accepts the following terms.

E&OE

These terms apply specifically to all gutter clearing services performed by XTX Ltd. and are to be read alongside our General Terms & Conditions.

• Primary Method (Vacuum): Our primary method for clearing gutters is using a high-powered gutter vacuum system operated from ground level or low height. This method allows us to reach high and otherwise inaccessible gutters safely.
• Method Limitation: While the vacuum system is highly effective, it cannot remove solid debris (e.g., bricks, large paving stones, dead animals) or vegetation that is strongly rooted to the gutter or downpipe structure.
• Ladder Access: We will use ladders only where necessary to inspect known blockages, perform minor repairs (if agreed upon separately), or access areas the vacuum cannot reach. The use of ladders is restricted to ensure safety and prevent damage to the building facade.
• Access Requirements: The client must ensure we have clear, safe access around the perimeter of the building and that sufficient working space is available for ladder placement or vacuum equipment setup.
• Client Responsibility: The client is required to provide a working, standard 13A electrical socket outlet for the use of the gutter vacuum.

• Testing: We perform a visual check and aim to confirm water flow upon completion. However, we cannot guarantee that clearing the debris will resolve pre-existing leaks or internal blockages in the drainage system (below ground).
• Gutter Defects: We are not responsible for leaks caused by pre-existing defects, such as aged or split seals, cracked or porous gutter materials, or misalignment that causes water to overflow or ingress. Clearing heavy moss/debris may sometimes reveal these underlying defects.
• Downpipe Responsibility: We guarantee to clear blockages within the accessible vertical downpipe sections. We are not responsible for blockages within the underground drainage system. If a blockage is suspected below ground level, we will inform the client immediately.

• Ladders: While using ladders, we will take all reasonable care to protect the structure. We are not liable for minor cosmetic marks that may result from necessary ladder placement against walls or fascia boards, unless caused by negligence.
• Gutter Components: We are not liable for damage caused to brittle, poorly maintained, or incorrectly installed guttering, fascias, or soffits that break or fail during the cleaning process, provided our work was performed with reasonable care and skill.

• Our gutter clearing service includes a basic visual inspection of the gutters' interior before and after cleaning, typically using a high-level camera system. This is a check of the cleaning results and does not constitute a full, comprehensive structural survey of the roofline.

• Call-Out Fee: If, upon arrival, we are unable to gain access, or surrounding obstacles make the work unsafe or impossible with our standard equipment, we reserve the right to abort the job and charge a Call-Out Fee of £75.00 to cover time and travel. This fee is subject to the Late Payment terms outlined in our General Terms and Conditions. 

These terms apply specifically to all pressure washing services performed by XTX Ltd. and are to be read in addition to our General Terms & Conditions. By instructing us to commence pressure washing works, the client acknowledges and accepts these supplementary terms.

This section limits our liability only for issues that are NOT a direct result of our negligence or lack of reasonable care and skill.

• Pre-existing Damage: Pressure washing may reveal or worsen underlying defects, such as hairline cracks, loose mortar, spalling (flaking/pitting) on concrete, or loose paving blocks. We accept no liability for any damage or deterioration that arises solely as a result of these pre-existing structural weaknesses, provided the service was performed with reasonable care and skill.
• Mortar and Pointing: We accept no liability for repair or replacement of mortar or pointing that fails due to its existing poor condition (weak, degraded, or sandy).
• Substrate Exposure: Cleaning may reveal hidden deterioration or expose areas where existing coatings (sealers, paint, stains) have worn or weathered unevenly. We are not liable for the cosmetic appearance of these revealed areas.

The following clauses apply when pressure washing is used on wooden decking, fencing, or surfaces covered with paint, stain, or protective coatings:

• Wood Grain Damage: Wood is a soft material. While we use controlled pressure, some degree of fuzzing, splintering, or raising of the wood grain is an inherent risk of the process, particularly with older or softer woods. We accept no liability for minor cosmetic changes to the wood texture.
• Coatings and Finishes: We cannot guarantee that cleaning will not strip, flake, or lift existing paint, stains, varnishes, or sealers, especially if the finish is old, damaged, or poorly bonded to the surface. By accepting the quote, the client accepts the risk of coating removal or degradation.
• Composite Decking: Cleaning composite materials may reveal fading, scratching, or uneven colouration resulting from the manufacturing process or weathering. We are not liable for these pre-existing material defects being exposed.

• Permanent Staining: We cannot guarantee the removal of all stains (e.g., oil, rust, deep-set organic stains). Some may require specialist chemical treatments (incurring an additional charge).
• Sand Loss (Patios/Driveways): Pressure washing will inevitably remove the existing jointing sand between block paving or slabs.
  
  • Re-sanding: Re-sanding using kiln dried sand is included in the quoted price for block paving. Hard setting sand or grit for permeable paving is an optional extra.
  • Settlement: We accept no liability for movement, sinking, or shifting of blocks that occurs before the re-sanding process is completed.
• Efflorescence: The cleaning process can sometimes temporarily exacerbate efflorescence (white mineral salts). This is a natural reaction and is not a defect in our service.

• Overspray and Water Run-off: We will make reasonable efforts to manage water run-off and overspray; however, some water and residue will flow into surrounding drains, gardens, and pathways.
• Containment: We do not guarantee full containment of water and debris unless a specific containment plan and cost have been agreed upon and included in the quotation.
• Vulnerable Items: Clients are responsible for moving or securing all vulnerable items, vehicles, or potted plants from the immediate vicinity of the work area before our arrival.