Lemon General Terms of Service:

1. Service Agreement, Scope, and Third-Party Involvement

By accepting an estimate or using our services, the client enters into a binding agreement with Lemon General Ltd. This agreement encompasses the provision of services, including but not limited to window cleaning, gutter cleaning, jet washing, and soft washing.

The exact scope of services will be detailed in the provided estimate or service agreement. Any additional services or changes to the scope will require a revised estimate or addendum to the agreement. If, for any reason, a service cannot be completed due to unforeseen circumstances or challenges, Lemon General Ltd will communicate this to the client and discuss alternative solutions or adjustments.

Furthermore, all services provided come with an assurance of quality and workmanship. If any service does not meet the standards promised or if there are any discrepancies, clients are encouraged to communicate their concerns promptly.

2. Access, Service Execution, and Client Responsibilities

The client agrees to provide Lemon General Ltd with unhindered access to the property for the purpose of executing the agreed-upon services. This includes, but is not limited to, access to water sources, power outlets, and specific areas of the property that require cleaning or treatment.

If certain areas are inaccessible due to obstructions, locked gates, aggressive pets, or any other barriers, Lemon General Ltd will clean only the accessible parts and will not be held responsible for incomplete service due to such restrictions. Clients are advised to ensure that all necessary areas are accessible on the day of service.

In the event that the Lemon General Ltd team arrives at the property and is unable to perform the service due to access issues caused by the client's oversight, a fee equivalent to 20% of the service cost may be charged to cover operational expenses. This fee will be communicated and detailed in the invoice.

Clients are also responsible for securing any pets and ensuring that the work area is free from potential hazards. Any specific instructions or concerns related to access should be communicated to Lemon General Ltd in advance to ensure a smooth and efficient service execution.

3. Weather, Rescheduling, and Client Communication

While Lemon General Ltd strives to adhere to the scheduled service date and time, the safety of our team and the quality of our services are paramount. Unforeseen circumstances such as inclement weather, including heavy rain, lightning, strong winds, or other adverse conditions, may necessitate rescheduling.

In the event of a weather-related postponement, Lemon General Ltd will proactively communicate any changes in schedule to the client at the earliest opportunity. We understand the value of our clients' time and will work diligently to reschedule the service at a mutually convenient time

4. Damage, Liability, Precautions, and Client Notification

Lemon General Ltd employs trained professionals who use industry-standard equipment and techniques to ensure the safety and integrity of the client's property. We take every precaution to prevent any damage during our cleaning processes. However, certain pre-existing conditions, such as loose siding, paint chipping, weakened structures, or deteriorated window seals, may be susceptible to further damage during the cleaning process.

Before commencing any service, the company will conduct a pre-inspection walkthrough to identify and communicate any areas of concern. Clients are encouraged to point out any known vulnerabilities or areas of sensitivity during this inspection.

Any damage that occurs as a direct result of the company's negligence will be addressed and rectified by Lemon General Ltd. In the unlikely event of such damage, clients are requested to report the issue within 48 hours of service completion to allow for a timely assessment and resolution.

Lemon General Ltd maintains comprehensive insurance coverage, ensuring that both our clients and our operations are protected. Details of our insurance policy can be provided upon request.

5. Quotation, Invoicing, and Payment Methods

a. Quotation Process: Lemon General Ltd's service quotes are primarily based on the detailed information provided by the client. It's paramount for clients to offer accurate and comprehensive details to ensure that the quotation mirrors the actual scope of work. In instances where on-site visits are not feasible or to supplement the information provided, we may utilise tools such as Google Maps to aid in our estimation. This method helps us understand the scale, accessibility, and potential challenges of a job. However, clients should note that while Google Maps is a valuable tool, there might be discrepancies between the map view and the current state of the property. If, upon arrival, it's determined that the client-provided information was not accurate or if additional work is required that wasn't initially mentioned or visible on the map, the price may be adjusted accordingly. Lemon General Ltd will always communicate any changes to the original quote to the client before proceeding with any additional work.

b. Invoicing: After the completion of the agreed-upon services, Lemon General Ltd will issue an invoice to the client. This invoice, detailing the services rendered and the total amount due, will be sent based on the client's preference, either by email or text. Clients are encouraged to review the invoice promptly for accuracy and communicate any discrepancies.

c. Payment Instructions: Upon adding a client to our system, Lemon General Ltd will send an email containing comprehensive payment instructions. This email will guide clients through the payment process, ensuring a smooth and hassle-free experience.

d. Payment Due Date: Payment is expected within 7 days of the invoice date unless a different arrangement has been agreed upon in writing.

e. Accepted Payment Methods: Lemon General Ltd accepts a variety of payment methods, including cash, online card payments, and direct debit. For the convenience and timely payment of our clients, we recommend using automatic payment methods.

f. Late Payments: Invoices unpaid by the due date may incur a late fee of 5% of the total invoice amount. For every subsequent week of non-payment, an additional 2% will be added to the outstanding amount.

g. Disputes: Any disputes regarding the invoice amount or the services provided should be communicated to Lemon General Ltd within 7 days of receiving the invoice. We prioritise transparency and fairness and are committed to resolving any disputes amicably and promptly.

6. Plant and Property Protection

Lemon General Ltd takes care to protect the natural elements of your property during our services. We use cleaning agents that balance effectiveness with environmental considerations. If there are specific areas or plants of concern, clients are encouraged to inform us in advance.

7. Pre-Service and Post-Service Inspection

a. Pre-Service: Before commencing any jet washing or soft washing services, Lemon General Ltd will conduct a thorough inspection of the property to identify any areas of concern, potential risks, or pre-existing damage. This inspection ensures that the service is tailored to the property's specific needs and conditions. For window cleaning services, inspections may not always be conducted unless deemed necessary by the team or requested by the client.

b. Post-Service: After the completion of services, another inspection will be conducted to ensure quality and address any concerns the client may have. Any discrepancies or issues will be noted, and corrective actions will be taken as needed to ensure client satisfaction.

8. Confidentiality and Privacy

Lemon General Ltd values the privacy and confidentiality of its clients. Any personal or property-related information shared with the company will be used solely for the purpose of service provision and will not be disclosed to third parties without the client's explicit consent. The company adheres to all data protection regulations and best practices to safeguard client information. Clients can rest assured that their data is handled with the utmost care and discretion.

9. Service Specifics

External Window Cleaning:

We use a long pole with water and a soft brush to clean the outside of your windows, frames, and sills. Please make sure the area around your windows is clear so we can do our job. If something's in the way or a part is broken and we weren't informed, we'll have to skip that window, with no change to the price. We won't be able to take responsibility for any damage not reported to us.

Internal Window Cleaning:

We clean the inside of your windows using a squeegee and cloth, and gently wipe down the frames and sills as well. Please clear the window sills and nearby areas for us. If we can't reach a window because something's in the way, we'll have to skip it, with no change to the price.

Conservatory Cleaning:

We take care of your conservatory windows, frames, and sills up to the gutter, making them shine. We kindly ask you to prepare the area around your conservatory for cleaning. If there are obstacles or damaged parts that we weren't informed about, we might have to skip those areas, with no change to the price. The roof cleaning is not included in this service.

Conservatory Roof Cleaning:

We clean everything above the gutter on your conservatory roof, including the roof panels, PVC, and the gutter's exterior. This service also includes cleaning the conservatory windows. However, clearing out debris from the gutter is not included. Please ensure the area is prepared for us to carry out the cleaning efficiently.

Gutter Cleaning:

We use a special vacuum to suck out debris from your gutters, aiming to clear blockages so water can flow through them easily again. For this service, we'll need a power socket to plug in our equipment. If a power socket isn't available, please let us know before we come. This service is all about removing blockages from the open part of the gutter, but it doesn’t include wiping or washing the inside of the gutters, nor clearing the downpipe. Please note, we don't take responsibility for water flow issues if the gutter is angled incorrectly, preventing water from running freely to the downpipe.

Fascia and Gutter External Cleaning:

We aim to refresh the external appearance of your gutters, fascia, and soffits, giving them a clean and tidy look. This service focuses on cleaning the external surfaces, not on clearing out debris from inside the gutters. Please note, if the surfaces are damaged, or in a state that renders them uncleanable (like old paint peeling off or worn-out wood), we won’t be able to clean them effectively.

Solar Panel Cleaning:

We gently clean your solar panels using soft brushes to help keep them working efficiently. If there are large patches of lichen, we might not be able to remove all of it, so please let us know beforehand as it could limit our cleaning. We aim for a clean surface to help maintain your solar panel's performance, but there are some things like stubborn lichen patches that might be beyond our cleaning reach.

Pressure Washing:

We use a high-pressure washer to refresh your driveways, patios, and other outdoor areas, making them look clean and inviting. This process is great for lifting grime and bringing a new lease of life to your outdoor spaces. However, if there are areas that are already damaged, cracked, or broken, the high pressure might highlight these existing issues further. It's helpful if you let us know about such areas beforehand. While we always strive for a thorough clean, we won't be able to take responsibility for any pre-existing damages or for imperfections that become noticeable post-cleaning. For this service, we’ll need access to a water tap, and while we have extensions, a garden hose tap is required. Our goal is to enhance the appearance of your outdoor areas and make them welcoming again.

10. Cancellation and Rescheduling

Clients can cancel or reschedule a service appointment by providing at least 48 hours' notice. If a cancellation is made with less than 48 hours' notice, a cancellation fee equivalent to 20% of the service cost may be charged. Rescheduling is subject to availability, and Lemon General Ltd will make every effort to accommodate the client's preferred date and time. We value our clients' time and understand that unforeseen circumstances can arise, so we aim for flexibility and understanding in such situations.

11. Service Guarantee

Lemon General Ltd is dedicated to delivering services of the highest quality. If clients are unsatisfied with the service provided, they are encouraged to report the issue within 24 hours of service completion. Upon receiving such feedback, the company will promptly assess the concern. If the complaint is deemed valid, Lemon General Ltd will offer a re-clean or appropriate corrective measures at no additional cost to ensure client satisfaction.

12. Safety and Compliance

Safety is paramount at Lemon General Ltd. We adhere to all industry safety regulations and best practices to ensure the well-being of both our team and our clients. During service execution, clients are kindly requested to keep children, pets, and other non-essential individuals away from the work area. This not only ensures their safety but also allows our team to work efficiently. We also employ equipment and techniques that minimise risks, ensuring a safe environment for all involved.

13. Changes to Terms and Conditions

Lemon General Ltd reserves the right to modify these terms and conditions at any time to reflect changes in our services, regulatory requirements, or other aspects of our business. Significant changes, especially those that may impact the service agreement or pricing structure, will be communicated to clients in a timely manner. Continued use of Lemon General Ltd's services after such modifications indicates the client's acceptance of the revised terms.

14. Customer Feedback, Reviews, and Media

Lemon General Ltd values the feedback and reviews of its clients. By using our services, clients grant us the permission to use their feedback, whether positive or negative, for promotional purposes or on our website. Additionally, during the execution of our services, our team may occasionally take photographs or videos for quality assurance, training, or promotional purposes. We ensure that any media captured respects the privacy of our clients and their property.

15. Service Quality, Warranty, and Call-Out Fees

Lemon General Ltd strives for excellence in every service provided. However, we understand that concerns may arise:

Reporting Issues: Clients are encouraged to report any service quality issues within 24 hours of service completion. This allows us to address and rectify concerns promptly.

Call-Out Fee: If a client reports an issue and, upon inspection, it's determined that the concern was not due to our service, a call-out fee of £50 will be charged. This fee covers the cost of the inspection and the time taken to assess the reported issue.

Warranty Period: Our services come with a 24-hour warranty period, during which any genuine service-related issues will be addressed without additional charges. Issues reported after this period will be assessed on a case-by-case basis. We understand that certain circumstances, like a client being on holiday, may affect the timing of reported issues. In such cases, we'll use our discretion and common sense to determine the best course of action.

16. Dispute Resolution

In the event of a dispute, both parties commit to resolving the issue amicably through open communication. If a resolution cannot be reached, mediation or arbitration procedures may be considered. Lemon General Ltd is dedicated to maintaining a positive relationship with its clients and will make every effort to address and resolve disputes fairly and promptly.

17. Governing Law and Jurisdiction

These terms and conditions, as well as any disputes or claims arising out of or in connection with them, are governed by and construed in accordance with the laws of England. Both Lemon General Ltd and the client agree to submit to the exclusive jurisdiction of the English courts in relation to any dispute or claim arising out of or in connection with these terms and conditions.

18. Intellectual Property

All content, logos, graphics, and other materials associated with Lemon General Ltd, whether found on our website, promotional materials, or elsewhere, are the exclusive property of Lemon General Ltd. These materials are protected by copyright, trademark, and other intellectual property laws. Unauthorised use, reproduction, or distribution of these materials without express written consent from Lemon General Ltd is strictly prohibited and may result in legal action.

19. Non-solicitation

Clients agree not to directly hire, engage, or enter into any form of contractual agreement with any of Lemon General Ltd's employees, contractors, or representatives outside of the services provided by Lemon General Ltd for a period of 12 months following any service rendered. This is to protect the company's interests and investments in training and developing its workforce. Any breach of this clause may result in legal action and potential damages.

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