Terms and Conditions

    Last Updated: 27th January 2025

    Welcome to Tidal Services Limited. These Terms and Conditions (“Terms”) govern your use of our services and form a binding agreement between you (“Customer”) and Tidal Services Limited (“Tidal,” “we,” “us,” or “our”). By booking or using our services, you acknowledge that you have read, understood, and agree to these Terms. If you do not agree to these Terms, you must not use our services.

    1. About Tidal Services Limited

    1.1 Who We Are
    Tidal Services Limited is a professional cleaning service provider connecting customers with independent subcontractors for high-quality cleaning services.

    1.2 Business Information

    • Company Name: Tidal Services Limited
    • Company Number: 12637144
    • Registered Address: F01 The Incubation Centre, Durham Way South, Newton Aycliffe, DL5 6XP

    1.3 Scope
    These Terms apply to all services offered by Tidal to both residential and commercial customers across the United Kingdom.

    2. Scope of Services

    2.1 Services Provided
    We offer the following professional cleaning services:

    • Window cleaning (residential and commercial)
    • Gutter clearing
    • Fascia, soffit, and gutter cleaning
    • Conservatory roof cleaning
    • Solar panel cleaning

    2.2 Additional Services
    Additional services may be introduced or offered on a case-by-case basis. Specific terms for such services will be communicated at the time of booking.

    2.3 Geographical Coverage
    Our services are available across regions of the United Kingdom. Prices and availability may vary by location.

    2.4 Independent Contractors
    All services are performed by independent subcontractors vetted and approved by Tidal. Tidal acts solely as a platform to facilitate the arrangement of these services.

    3. Booking Process

    3.1 How to Book

    • Bookings can be made via our online platform or mobile application.
    • You will receive a confirmation via email or app notification once your booking is accepted.

    3.2 Information Required

    • Accurate details about the property, including access instructions, must be provided at the time of booking.
    • Failure to provide accurate information may result in cancellation or additional charges.

    3.3 Amendments to Bookings

    • Amendments to bookings must be made at least 24 hours before the scheduled service.
    • Tidal reserves the right to decline amendments made less than 24 hours in advance.

    4. Pricing and Payments

    4.1 Pricing

    • Prices are determined based on the scope of the service and regional factors.
    • Tidal reserves the right to adjust prices if the property description is inaccurate or if the service conditions differ from those stated.
    • All applicable discounts will be displayed at the time of booking.

    4.2 Payment Terms

    • Payment methods: Stripe (credit/debit card), Apple Pay, Google Pay, or cash.
    • Payments must be completed within 24 hours of service completion.

    4.3 Late Payments

    • If payment is not received within 28 days, the outstanding amount may be referred to a debt collection agency. Additional fees may be incurred as a result.

    4.4 Refund Policy
    Refunds are only available under the following conditions:

    • A complaint is raised within 48 hours of service completion.
    • A free re-clean has been offered but deemed unsatisfactory by the customer.

    5. Cancellations and Rescheduling

    5.1 Cancellation by the Customer

    • Cancellations must be made at least 24 hours prior to the scheduled service.
    • Same-day cancellations may incur a charge equal to the full booking amount.

    5.2 Cancellation by Tidal

    • Tidal reserves the right to cancel or reschedule a service due to unforeseen circumstances, such as adverse weather or subcontractor unavailability.
    • Customers will be notified promptly, and efforts will be made to reschedule the service at the earliest convenience.

    5.3 No-Show Policy

    • If access to the property is not provided on the scheduled day, Tidal reserves the right to charge the full service amount.

    5.4 Regular Services

    • For 4- or 8-weekly services, a minimum of three cleans is required.

    6. Customer Responsibilities

    6.1 Access Requirements

    • Customers must ensure that the property is accessible at the scheduled time of service.
    • Gates must be unlocked, and all necessary instructions provided in advance.

    6.2 Safety and Cleanliness

    • Pets must be kept indoors during the service.
    • Gardens must be cleared of hazards, including dog waste, to ensure the safety of our subcontractors.

    6.3 Property Descriptions

    • Customers are responsible for providing accurate descriptions of the property.
    • Inaccurate information may result in additional charges or cancellation.

    7. Tidal’s Responsibilities

    7.1 Service Quality

    • Tidal ensures that all subcontractors meet professional standards.
    • A free re-clean guarantee is offered for complaints raised within 48 hours of service completion.

    7.2 Insurance

    • Subcontractors carry their own insurance. Any claims for damage must be directed to the subcontractor.

    7.3 Adverse Weather

    • Services will be rescheduled if weather conditions prevent the safe completion of the job.

    8. Limitations and Exclusions

    8.1 Interior Access

    • Subcontractors are not permitted to access properties through the interior unless explicitly agreed.

    8.2 Liability for Damages

    • Tidal is not liable for pre-existing damage to properties.
    • Liability for damages caused during the service lies with the subcontractor.

    9. Complaints and Disputes

    9.1 Raising a Complaint

    • Complaints must be raised within 48 hours of service completion.
    • Complaints can be submitted via the app, email, or phone.

    9.2 Resolution Process

    • Tidal will aim to resolve complaints promptly and fairly.
    • Resolutions may include a free re-clean, partial refund, or other remedies as deemed appropriate.

    10. Privacy and Data Protection

    10.1 Data Collection

    • Tidal collects personal data, including contact details, for operational and marketing purposes.
    • Customers can opt out of marketing communications at any time.

    10.2 Payment Security

    • Payment information is stored securely via Stripe and charged automatically upon service completion.

    11. Fraudulent and Abusive Behaviour

    11.1 Tidal reserves the right to refuse service to customers engaging in fraudulent or abusive behavior.
    11.2 Fraudulent activity will be reported to authorities, and damages may be pursued legally.

    12. Amendments to Terms

    12.1 Tidal reserves the right to amend these Terms at any time.
    12.2 Customers will be notified of changes through in-app notifications or email.

    13. Governing Law

    These Terms are governed by the laws of England and Wales. Any disputes shall be resolved exclusively in the courts of England and Wales.

    14. Glossary

    • “Tidal”: Tidal Services Limited.
    • “Customer”: Any individual or business booking services through Tidal.
    • “Service Provider”: Independent subcontractors vetted by Tidal.
    • “Service”: Cleaning services offered by Tidal, as listed in Section 2.

    15. Contact Us

    If you have any questions about these Terms or our services, please contact us: