SUDELL TERMS & CONDITIONS

Introduction

Please read these Terms of Use (“Terms“) carefully before using the Service.

These terms of service constitute a legally binding agreement (the “Agreement”) between you (“You”, “Your”) and the independently owned franchise (“Company,” “we,” “us” or “our”) governing your use of our Service. IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS AND CONDITIONS OF THIS AGREEMENT, PLEASE DO NOT USE OR ACCESS OUR SERVICES.

We may modify these Terms and Conditions at any time by posting the amended terms on the website. In the event of such amendments, all amended terms shall automatically be effective and binding when initially posted on our website.

General

It is our intention that all the terms of the agreement between us (including details of the services and any goods or materials we are to provide) are contained in this document. If you have any questions or do not accept any of the provisions included in these terms and conditions, please let us know.

The services offered by Sudell are completed by licensed franchises which are independently owned and operated. These franchises and their employees are suitably qualified to provide the Sudell gutter cleaning, repair, installation, roof cleaning and window cleaning services.

Unless we are responsible for it, we will not include loss or damage to your property (including any cleaning needed) or any other type of loss.

You must let us know of anything which may present a hazard or danger to anyone carrying out work at your property. You must also make sure that we have clear access to any relevant gutters and provide us with a supply of mains electricity and water.

We will not be responsible for our failure to meet any of our obligations under this agreement because of circumstances beyond our control.

Franchises & Responsibility

• Sudell operates as a franchise network. Each franchise is independently owned and operated.

• While all franchises follow the same quoting methods, smart pricing calculator, and service standards, final prices may vary slightly between locations due to regional operating costs and circumstances.

• Quotes, bookings, payments, and invoices are issued directly by the franchise you engage with, and that franchise is solely responsible for the services carried out.

• Guarantees (including repair and installation guarantees) are provided and honoured by the franchise that performed the work. They are not transferable between franchises unless specifically agreed.

• If you have any issues, complaints, requests, or service-related queries, you should contact the specific Sudell franchise or technician who carried out your work.

• The Sudell head office oversees brand standards and provides support to franchises but does not directly manage customer jobs, service schedules, or payments.

• In the unlikely event that a franchise ceases trading, guarantees or future service obligations may not automatically transfer to another franchise unless confirmed in writing.

Appointments & Access

At Sudell Gutter Cleaning, each task our technicians undertake can vary in time to complete due to the unique nature of each job. This means we can’t set precise appointment times, but we promise to give you a heads-up within an hour of our anticipated arrival.

Please note, our work is dependent on the weather. In case of conditions like snow, ice, heavy winds, or rain, we might have to pick a new date that works for both of us.

If you’re renting, you’ll need your landlord’s green light. And if your place is listed, you might need to check on planning permissions. It’s up to you to get these permissions sorted out.

We only need to access the outside of your property, so if you’re not going to be around, just make sure the gates are open for us, and that you are contactable. This helps us get straight to work and manage our time effectively, ensuring we deliver our best service to you.

If you’ve scheduled one of our complimentary inspection services, we’ll get in touch with you after we’re done to share the findings. Should we spot any areas that could use cleaning or repair, we’ll also send over a no-cost, no-pressure quote. Plus, if you’re ready to have the work done on the same day and our schedule allows, we’ll present you with an exclusive one-time deal. Rest assured, we won’t start any work without your go-ahead first.

Customer Responsibilities

• You must ensure we have safe and clear access to the work area, including removing vehicles, unlocking gates, and clearing obstructions such as bins, furniture, or overgrown plants.

• Work will not be carried out if our technicians deem it unsafe due to conditions at your property (e.g. unstable roofs, broken access points, aggressive animals). In such cases, the full or partial charge may still apply.

• We may charge for wasted visits if access is not provided as agreed.

Prices & Quotations

All prices on our website are estimations only and are subject to an inspection. To get an accurate price for your project, please contact your local Sudell Gutter Cleaning service technician.

All of our service prices are calculated using our very own smart quote calculator, which ensures each service is quoted and priced accurately and fairly. We do not “make up” prices — all of our technicians follow the same quotation methods in order for us to quote consistently and appropriately.

This ensures you get the best service at an appropriate cost, enabling us to complete the job to our high standards. Under-quoted services from competitors may not reflect the same service, standard, qualification, experience, guarantees, competence, or equipment level.

To avoid dissatisfaction, please ask us for a comparison which may be helpful. It’s recommended to obtain three quotes, all from reputable companies. The cheapest is not always best, so it’s worth considering all options including guarantees, reputation, experience, competence, trustworthiness, equipment availability, and equipment quality.

Quotations
Sudell provides complimentary, no-commitment quotes. Should you decide to proceed with the work right away, just let our Sudell team member know. By choosing immediate service, please be aware that this decision waives your right to cancel and ends any cooling-off period.

Waste

When we clean your gutters, we take the waste disposal seriously. We charge a nominal fee of £10 for each bag of waste we remove and dispose of responsibly. However, if you’d prefer to handle the waste disposal on your own, we’ll happily waive this fee.

Typically, gutters that are cleaned annually accumulate about one bag of waste, though this can vary with the size of your property. During the quotation process, we’ll discuss your preferences regarding waste disposal.

Should the cleaning generate more than two bags of waste and you choose for us to handle the disposal, we’ll place the waste in a designated spot of your choosing. Then, we’ll coordinate with a waste disposal company to have it picked up within 5 working days, ensuring a tidy and hassle-free experience for you.

Gutter Replacements & Installations

When it comes to uPVC waste from gutter replacements, we’ve got it covered in your service cost. Plus, we’ll coordinate the collection of this waste within 5 working days, ensuring a clean and hassle-free experience for you.

All new installations are covered by manufacturer warranties and our workmanship guarantees.

Lifetime Guarantee:

• Valid as long as Sudell cleans and maintains your gutters at least once every 12 months (unless a different schedule is advised).

• Proof of Sudell maintenance is required to validate the guarantee.

• Excludes storm/vandalism damage, third-party interference, or cosmetic ageing issues.

Payment Terms

Payment can be made online via our invoice by debit/credit card or bank transfer. Alternatively you can pay by cheque or pay by card via the operative’s card machine.

Domestic Customers

• You will be invoiced immediately on completion of the work.

• The Total Due on the invoice is payable within 24hrs.

• If you do not pay the Total Due within 24hrs you must pay an administration charge of £5 and interest will accrue on the outstanding amount at the prevailing rate plus 5% per annum until payment is received in full.

Commercial Customers

• You will be invoiced on completion of the work.

• The Total Due on the invoice is payable within 28 days of the date of the invoice.

• If you do not pay the Total Due within this time you must pay an administration charge of £5 and interest will accrue on the outstanding amount at the prevailing rate plus 5% per annum until payment is received in full.

Other Terms

• An administration charge of £10 is payable in respect of each cheque we present for payment that is dishonoured by your bank for whatever reason.

• When booking a service involving parts, like repairs or installations, we’ll issue a partial invoice for a 20% deposit of the total estimated cost. This deposit is non-refundable and must be paid upon scheduling the work. The deposit will be deducted from your final bill.

Cancellation Policy

In our commitment to providing outstanding service to all our clients, we understand the importance of flexibility and the unforeseen circumstances that may lead to needing to cancel or reschedule an appointment.

However, due to the significant impact that late cancellations can have on our business, including lost opportunities, time, availability, administrative costs, advertising expenses, and in certain situations, additional costs related to fuel, mileage, and staffing, we find ourselves in the position of needing to implement a structured cancellation policy.

We kindly request that if you need to cancel or reschedule an appointment, service, or a complimentary inspection, you provide us with a minimum of 2 days’ notice. This allows us the opportunity to allocate our resources efficiently and potentially offer the slot to another client.

In instances where the required 2 days’ notice is not provided, it is with regret that we must impose a nominal cancellation fee of £25. This fee is in place to partially offset the costs incurred and to help maintain the quality and availability of our services to all clients.

We appreciate your understanding and cooperation in this matter and are more than willing to discuss any individual circumstances that might prevent you from adhering to this policy. Our aim is to work with you to ensure a seamless and positive experience with our company.

Right to Cancel

You have 14 days from the date you accept your quote to cancel, or if we’ve ordered parts for the job, 14 days from the date they arrive. This is your “cooling off” period.

You can ask us to start work before your cooling-off period ends, but if you cancel once we’ve started, we’ll charge you for any work we’ve already done.

We may cancel the agreement at any time by giving you written notice.

Services & Guarantees

Gutter Cleaning
The Company provides a 3 month guarantee on any gutter clearance work carried out. If the Client notices and can prove there are any blockages in their guttering after the work has been completed, we will return to clear the blockage free of charge.

These terms only apply to sections of your guttering that we have been previously paid to clear; the guarantee does not extend to any additional sections of your Guttering System.

• All prices based on standard plastic guttering.

• A maximum 20 meters of guttering included in the price. Any additional gutter may be chargeable.

• Above ground drainage only.

• We cannot provide gutter services when gutters and/or roofs are made from or contain asbestos.

• A power and water supply may be required to complete our gutter cleaning service.

• All prices on our website are based on estimations. A visual inspection is required to obtain an accurate quote.

Gutter Repairs

The Company provides a 12 months parts and workmanship guarantee on qualifying repairs from the date the work was completed. If we can establish that the service provided is ineffective, we will use our reasonable efforts to correct any faults in the repair free of charge.

Extension: The guarantee can be extended for a further 12 months if Sudell gutter cleaning is completed at least every 12 months (unless otherwise advised). Proof of Sudell maintenance is required.

Our guarantee is subject to exclusions:

• Repairs completed as a temporary fix.

• Interconnecting parts, gutter, or gutter joints.

• Gutters made from cast iron or materials other than plastic or aluminium.

• Systems older than 30 years.

• Gutters or joints connected between two properties if they differ in material, size, colour, or profile.

• Faults caused by nature, storm events, torrential rain, snow or ice.

• Damages caused by wind, gales, vandalism, or modifications carried out by yourself or other contractors.

• Any other circumstances beyond our control.

Any guarantee the company offers does not affect your legal rights including those rights under the Consumer Rights Act 2015.

Gutter Installations (Lifetime Guarantee)
All new installations are covered by manufacturer warranties in addition to our workmanship guarantee.

We also provide a Lifetime Guarantee on new gutter installations, subject to:

• Gutters being cleaned and maintained by Sudell at least every 12 months (unless otherwise advised).

• Proof of maintenance required.

• Excludes storm/vandalism damage, third-party interference, or cosmetic ageing issues.

Roof Cleaning

• Roof cleaning is performed using biocide treatment, scraping, or low-pressure washing.

• No guarantee is given against staining, weather-related marks, or moss/algae regrowth due to natural exposure.

• Some weathering or discolouration may remain.

• All work is completed safely from the roof edge; we do not walk on roofs.

• We are not liable for water ingress, loose or defective tiles, or pre-existing faults.

• Run-off may temporarily discolour patios, walls, or plants — we will minimise this but cannot accept liability.

Window Cleaning

• Our service uses a professional pure water-fed pole system.

• We regularly maintain our equipment, including changing sediment filters (remove dirt/dust/rust), carbon filters (remove chlorine/chemicals), RO membranes (bulk mineral removal), DI resin (finishes to 0 TDS spot-free water), cleaning tanks, replacing brush heads, and maintaining water heaters.

• No guarantee is given against spots/streaks caused by faulty seals, oxidised frames, or new contamination (e.g. pollen, bird droppings).

• If you find any streaks or spots following your service, please contact us within 24 hours so this can be resolved. Any longer and we cannot confirm the cause.

Access Equipment, Scaffolding & Wall Anchors

• We use ladders, scaffold towers, or scaffolding as required.

• Sometimes, we require third-party scaffolding contractors. While we try to manage this accordingly, their dismantling and scheduling are outside of our control. Scaffolding may remain until the contractor decides to remove it.

• Any damages caused by third-party scaffolders remain their responsibility.

• Wall anchors: when using leaning ladders, we may need to install a secure tetra anchor point (12mm hole drilled into suitable brickwork/mortar). This allows our operators to safely use ladders with a harness system, working hands-free. Any holes will be filled afterwards with mortar, usually inconspicuous and not damaging. Our technicians will explain and seek your approval before installing.

Health & Safety

• The safety of you and our team is our priority.

• Our technicians may refuse or stop work if unsafe conditions exist.

• We are not liable for delays or cancellations caused by unsafe or hazardous conditions.

Photos, Videos & Media

• We may take photos/videos of your property and work for record-keeping, training, and quality control.

• These also act as before/after evidence of the work.

• We may use anonymised property/work photos for marketing (e.g. website, social media, blogs).

• Personal details (faces, car plates, addresses) will not be shared without consent.

Data & Communications

• Office calls may be recorded for training, accuracy, and service monitoring.

• We hold client and job information securely on digital client/job cards. This ensures we have accurate records of communication, work history, quotes, invoices, and services.

• This helps us deliver a consistent and reliable experience.

• We never store debit/credit card details. All payments are processed securely by third-party providers.

Discounts

Only one discount can be applied per quote/invoice/transaction and cannot be used in conjunction with any other offer or discount.

10% OAP Discount
We’re delighted to offer our senior citizens, aged 60 and above, an exclusive discount as a token of our appreciation and respect. It’s our way of giving back to the generation that has contributed so much to our community.

• Applies to all services except new gutter installations.

• Cannot be combined with other offers.

• Please mention eligibility when booking.

10% Same-Day Discount
Get 10% Off for Same-Day Decisions! Choose to get your work done on the same day you ask for it, and we’ll give you 10% off.

• This is a one-time deal.

• Cannot be combined with other offers.

• Offered because same-day decisions save us time and costs, which we pass back to you.

10% Neighbour Discount
We offer a 10% discount exclusively for neighbours who choose to have services completed at the same time.

• Both households receive the discount.

• Encourages community spirit and shared savings.

• Cannot be combined with other offers.

Liability & Limitations

• We hold full public liability insurance.

• We are not liable for pre-existing damage, poor installation, or defective materials.

• We are not responsible for indirect losses (inconvenience, loss of earnings, property value).

• Our liability is capped at the total value of the service provided.

Force Majeure

We are not responsible for delays or failures caused by circumstances beyond our control, including but not limited to: severe weather, illness, traffic, accidents, equipment failure, or supplier delays.

Governing Law

These Terms are governed by the laws of England and Wales, and disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.