Terms and Conditions
Terms and Conditions, Tidal Cleaning Services. Professional window cleaning across the UK, booked online in 60 seconds.
Last updated: 5 October 2026
Welcome to Tidal. These Terms and Conditions ("Terms") govern your use of Tidal's booking service and the cleaning you book through it. Tidal Services Limited ("Tidal", "we", "us" or "our") acts as agent for the independent, self-employed window cleaners who carry out the cleaning. 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.
Nothing in these Terms affects your statutory rights as a consumer.
1. About Tidal
1.1 Who we are. Tidal Services Limited runs a booking service that connects customers with Tidal Verified Cleaners: independent, self-employed window cleaners checked and approved by Tidal. We act as agent for the window cleaner who carries out your clean: we book your cleans, send you invoices in the window cleaner's name, collect your payments on their behalf and look after any questions or complaints.
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 cleaning booked through Tidal by residential and commercial customers across the United Kingdom.
1.4 Who your agreement is with. These Terms cover two things. Your agreement with Tidal covers our booking service: taking your bookings, planning your cleans, sending your invoices, taking your payments and handling complaints. Each clean is a separate agreement between you and the window cleaner who carries it out, made by Tidal on their behalf on these Terms. Their name is on your invoice, and we will give you their details if you ask. What you agree to about regular cleans, cancellations and payment, you agree with Tidal, acting for the window cleaners.
2. Scope of services
2.1 Services available. The following cleaning services can be booked through Tidal:
- 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 case by case. Specific terms for such services will be communicated at the time of booking.
2.3 Geographical coverage. Services are available across regions of the United Kingdom. Prices and availability may vary by location.
2.4 Who carries out your clean. Every clean is carried out by a Tidal Verified Cleaner, an independent, self-employed window cleaner vetted and approved by Tidal, or by someone insured and checked by Tidal whom they send in their place. Your contract for each clean is with the window cleaner who carries it out, and Tidal acts as their agent. We choose which window cleaner carries out each of your cleans, and this may change from one clean to the next. We text you the day before each clean with the name of the window cleaner who will carry it out.
3. Booking process
3.1 How to book. Bookings can be made via our website or mobile application. You will receive a confirmation by 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. Tidal sets prices on behalf of the window cleaners, based on the scope of the service and regional factors. Tidal may adjust the price 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 Invoices. After each clean, Tidal sends you an invoice as agent, in the name of the window cleaner who carried it out.
4.3 Payment terms. Payment methods: Stripe (credit or debit card, Apple Pay, Google Pay or Pay by Bank), or cash. Payments must be completed within 24 hours of service completion. Tidal collects payment on the window cleaner's behalf, and paying Tidal settles your invoice.
4.4 Late payments. If payment is not received within 28 days, the outstanding amount may be referred to a debt collection agency.
4.5 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 before the scheduled service. Same-day cancellations may incur a charge equal to the full booking amount.
5.2 Cancellation by Tidal. Tidal may cancel or reschedule a clean due to unforeseen circumstances, such as adverse weather or a window cleaner being unavailable. Customers will be notified promptly, and efforts will be made to reschedule the clean at the earliest convenience.
5.3 No-show policy. If access to the property is not provided on the scheduled day, the full service amount may be charged.
5.4 Regular services. For cleans every 4 or 8 weeks, a minimum of three cleans is required.
5.5 Your right to cancel. If you book as a consumer online, in the app, by phone or at your door, you can cancel within 14 days of booking without giving a reason. If you ask for a clean to be done within those 14 days, you pay for any clean already done. To cancel, email contact@tidalcleaningservices.co.uk or tell us in the app.
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 keep the window cleaners safe.
6.3 Property descriptions. Customers are responsible for providing accurate descriptions of the property. Inaccurate information may result in additional charges or cancellation.
7. Service quality, insurance and weather
7.1 Service quality. Tidal vets every Tidal Verified Cleaner and checks that they meet professional standards. A free re-clean guarantee applies to complaints raised within 48 hours of service completion (see section 9).
7.2 Insurance. Window cleaners carry their own insurance. Any claim for damage is against the window cleaner who carried out the clean, and Tidal will pass your claim to them.
7.3 Adverse weather. Cleans will be rescheduled if weather conditions prevent the safe completion of the job.
8. Limitations and exclusions
8.1 Interior access. Window cleaners 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 damage caused during a clean lies with the window cleaner who carried it out.
9. Complaints and disputes
9.1 Raising a complaint. Please tell us within 48 hours of the clean, through the app, by email or by phone, with photos if you can, so we can put it right quickly. If you tell us later we will still look at it, and your legal rights are not affected.
9.2 Resolution process. Tidal handles complaints on the window cleaner's behalf and aims to resolve them promptly and fairly. Where a complaint is fair, we will book a free re-clean with the window cleaner. Other resolutions may include a 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, and shares the details needed to carry out your clean with the window cleaner who carries it out. 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 bookings from customers engaging in fraudulent or abusive behaviour.
11.2 Fraudulent activity will be reported to the authorities, and damages may be pursued legally.
12. Amendments to these Terms
12.1 We may change these Terms for a good reason, such as a change in the law or in how our service works. We will tell you at least 14 days before a change applies, and you can stop your regular cleans without charge before it does.
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 in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.
14. Glossary
- "Tidal": Tidal Services Limited, acting as agent for the Window Cleaners.
- "Customer": any individual or business booking cleaning through Tidal.
- "Window Cleaner": the Tidal Verified Cleaner, an independent, self-employed window cleaner vetted by Tidal, who carries out your clean.
- "Service": the cleaning services listed in section 2, carried out by a Window Cleaner and booked through Tidal.
15. Contact us
If you have any questions about these Terms or our services, please contact us at contact@tidalcleaningservices.co.uk.