Terms and Conditions

Book My Gutters is a trading name of TFS NW LTD, a company registered in England and Wales under company number 14072620. Our Our trading and correspondence address is Unit 1 Chadburn House, Liverpool, L30 6TZ.

These terms apply whenever a customer requests or books our services through our website, telephone, email, text message, social media or any other form of communication. They apply to consumers, landlords, agents, businesses and any person booking on another person's behalf. A person booking for somebody else confirms that they have authority to do so and to provide access to the property.

Nothing in these terms removes any legal rights that cannot lawfully be excluded or restricted. Prices shown to consumers include VAT unless we clearly state otherwise.

A submitted booking request or online payment is an offer to purchase a service. It does not by itself confirm that we have accepted the property, price or requested date. A contract is formed only when Book My Gutters sends written confirmation accepting the booking, price, service scope and appointment date.

Before accepting a booking, we may review the address using mapping, street-view or satellite imagery and may contact the customer for photographs, measurements, access information or clarification. We may decline a property that is outside our service capability, unsafe, unsuitable, incorrectly described or not commercially practical. If we decline a prepaid booking before work begins, the amount paid will be refunded.

The customer must select the correct property type and accurately disclose all relevant features, including extensions, conservatories, additional rooflines, unusual height, restricted access, shared areas and known hazards. If the information or selection is inaccurate, we may offer a revised price. The customer may accept or decline that revised price. If inaccurate or withheld information is discovered after our team has travelled to the property, Section 7 may apply to the resulting wasted appointment or additional work.

Gutter vacuum clearance - internal only

This service covers the internal channels of the agreed gutters and downspouts. We use a professional gutter vacuum to remove loose and reasonably removable material such as moss, leaves, grass, other vegetation and small loose fragments of broken roof tile or similar debris. It is a clearance service, not a repair or drainage service.

Where a downpipe remains blocked because material is trapped inside an accessible elbow, we may temporarily disconnect the elbow, remove the obstruction and reconnect it, but only where the operative considers this safe and reasonable. We do not replace damaged parts or guarantee the condition of aged, brittle, poorly fitted or previously damaged joints.

The service does not include underground drains, drainage investigation, leak detection, gutter repairs, roof repairs, replacement parts, sealing, realignment or dismantling gutter systems apart from an accessible downpipe elbow as described above.

External fascia and uPVC cleaning - external only

This service covers the accessible external faces of the gutters, fascia boards, soffits and other external uPVC components included in the confirmed booking. We use pure water and, where suitable, a specially formulated uPVC degreaser to break down accumulated grime around frames, sills, joints and rubber seals. It does not include internal surfaces, repairs, replacement, repainting, resealing or restoration.

External conservatory roof cleaning - external only

This service covers the accessible external roof panels and plastic components, conservatory gutters and external sides of the conservatory, including accessible windows, frames, sills and doors. Both glass and polycarbonate roofs may be accepted. We use pure water and, where suitable, a specially formulated uPVC degreaser. The service does not include internal cleaning, opening or removing panels, repairs, seal replacement, leak repair or any other remedial work.

Most gutter vacuum work is completed from ground level. Our equipment can reach gutters up to five storeys, but all work remains subject to safe positioning, access, wind, surrounding structures and the operative's on-site assessment. Where roof tiles sit too close to the gutter opening for the vacuum nozzle, we may use a ladder and attempt manual removal. Complete removal cannot be guaranteed where the gutter design or tile position prevents safe access.

With the customer's permission, an operative may access a suitable flat felt extension roof, such as a properly constructed flat roof over a kitchen or bathroom, if the operative considers it capable of safe access. We will not stand on conservatory roofs, tiled roofs or surfaces considered fragile or unsafe. Customer permission does not require an operative to proceed, and the operative's safety decision is final.

We may refuse, suspend or stop work where there is unsafe access, unstable ground or structures, exposed electrical hazards, asbestos, sharps, human or animal waste, unsecured animals, active wasp nests, threatening or abusive behaviour, extreme weather or any other material risk. Where a customer knew or should reasonably have known about a hazard and failed to disclose it, we may retain or charge up to the full booking price where this reasonably reflects work completed and the loss of the reserved appointment.

On the appointment date, the customer must provide safe, unobstructed access to every area included in the booking. All necessary gates must be unlocked, animals must be secured and the customer must warn us about ponds, cables, fragile surfaces, unstable areas and any other known hazard or access restriction.

The customer must move vehicles, garden furniture, ornaments, plant pots and any other item they consider valuable, fragile or vulnerable to water, debris or accidental contact. Our team may move ordinary bins where this can be done safely, but the customer remains responsible for identifying and removing personal or valuable items. For external fascia, uPVC and conservatory cleaning, all windows, doors and vents must be fully closed before work begins.

For gutter vacuum work, the customer should be present or provide access to a safe external electrical socket. We carry a generator and may use it where neither option is available, but generator use remains subject to safe and practical positioning.

Our team will not carry equipment through a customer's home, climb over fences or gates, or use gated communal alleyways for access. If the customer is absent or access is unavailable, we will make a reasonable attempt to knock and telephone. We may complete all accessible areas and, where reasonably practicable, return later that day. A later return is not guaranteed. Where the customer's failure to provide agreed access prevents full completion, the full price may remain payable to reflect the work undertaken and loss caused by the inaccessible areas.

The person booking must have authority to instruct work on the property and obtain any necessary landlord, owner, neighbour or management-company permission. For shared guttering or adjoining structures, the quoted price covers only the sections belonging to, serving or expressly agreed for the booked property. Neighbouring sections and areas outside the customer's authorised boundary are excluded unless separately agreed.

Our prices are fixed according to the selected service, property type and property specifications. They are not hourly rates and are not calculated by the amount of debris removed or the time required.

The full agreed price remains payable if gutters contain only a small amount of debris or if our equipment and experience allow us to complete the service quickly, including where the work takes approximately ten minutes. Efficient completion or a relatively clear gutter does not entitle the customer to a discount or partial refund, provided the booked inspection or service has been undertaken.

Customers may choose to pay online in advance and receive the stated 10% discount, or pay the full displayed price on the day. Payment on the day must be made by cash or card immediately after completion. Additional work or a revised property price will only apply after it has been explained and accepted.

If an amount remains unpaid, we may issue an invoice, suspend future services and take reasonable recovery action. The customer may be responsible for court fees, interest and recovery costs where the law permits them to be claimed.

Where a property has a conservatory or extension, an additional £10 charge applies for each one because it creates extra guttering and additional areas that must be accessed and cleaned. Where the property has both a conservatory and an extension, the total additional charge is £20. The applicable charge will be shown in the quotation before the booking is submitted.

Bookings are normally confirmed for a date rather than a fixed arrival time. If requested at least 48 hours before attendance, we may provide an approximate arrival window after planning the route. Any time given is an estimate, not a guarantee, because travel, traffic, weather and earlier jobs can affect the working day.

We work in most weather conditions but may reschedule where conditions are extreme or unsafe. We may also reschedule because of staff illness, vehicle or equipment failure, access problems or circumstances outside our reasonable control.

A customer may cancel or request a change more than 48 hours before the appointment date without a late-cancellation charge. If a customer cancels or changes the booking less than 48 hours before the appointment, we may retain or charge up to the full booking price where this reasonably reflects the losses caused, including reserved labour, route planning, travel arrangements and our inability to reallocate the appointment. Any costs saved or recovered through a replacement booking will be taken into account. This paragraph is subject to any statutory cancellation rights in Section 8.

If Book My Gutters cancels because the job is unsuitable, unsafe or cannot reasonably be completed, the customer may accept a replacement date or cancel. Any prepaid amount for work not supplied will be refunded. We are not responsible for indirect costs, loss of earnings or time taken off work unless the law requires otherwise.

For bookings made online, by telephone or by another distance method, a consumer may cancel the booking within 14 days from the day after the booking is made. To cancel, contact us by telephone, email or post, or complete the cancellation form below. You do not have to use this form.

Customers may also copy or print this form and send it to the postal or email address above.

We will perform the confirmed service with reasonable care and skill. Cleaning is intended to improve and maintain external surfaces, but it does not guarantee an 'as new' finish. Permanent staining, oxidation, discolouration, black marks, lichen, paint, cement, scratches, weathering and contamination within old seals or rubber may remain after reasonable cleaning.

The customer must disclose if uPVC, fascia boards, conservatory components or related surfaces have been painted, sprayed, wrapped, coated, repaired or are unusually weathered. Where a degreaser may risk damage, we may omit it, use a reduced method or decline the affected area. Omitting an unsuitable product does not mean that the cleaning service has not been undertaken.

Gutters, brackets, joints, seals, downpipes, roof tiles and conservatory components can become loose, brittle, cracked, poorly fitted or defective with age. Cleaning may reveal pre-existing leaks, failed seals, hidden damage or drainage faults. We are not responsible for a pre-existing or hidden defect, or for deterioration that occurs without a failure by us to use reasonable care and skill.

Gutter clearance records the condition at the time the service is completed. It is not a continuing maintenance guarantee. We are not responsible for leaves, moss, roof fragments or other material entering after completion. We do not guarantee that old or defective gutters will remain watertight or drain correctly, particularly where there is poor installation, inadequate fall, damaged components or an underground drainage problem.

Before-and-after photographs and gutter-camera footage are not included as standard. We do not routinely use a gutter camera. A customer who requires before-and-after photographs must request them when booking or before work begins. We will try to meet a timely request but cannot recreate a 'before' photograph after work has started.

The absence of photographs does not by itself show that work was not undertaken and does not create an entitlement to a refund or price reduction. Attendance, completion and access may also be evidenced by staff records, booking communications, photographs of conditions or damage, route and visit records and other reasonable business records.

We may take proportionate photographs of access restrictions, pre-existing damage, safety concerns and completed work for operational, complaint and legal-record purposes. Photographs will be handled in accordance with our privacy policy. We will not use identifiable property photographs for public marketing without an appropriate lawful basis or separate permission where required.

Loose debris collected by the gutter vacuum is contained within the machine and removed from the working area. Where we take debris away from the property, it will be transported and disposed of through a lawful waste route. We will not deposit waste on public or private land that is not authorised to receive it.

Any question, concern or complaint should be reported as soon as possible and, wherever reasonably possible, within 24 hours after completion. This allows us to investigate before weather, new debris, third-party work or other changes affect the condition. We will normally arrange an inspection on the next working day, subject to access, safety, weather and reasonable availability.

The customer must allow Book My Gutters a reasonable opportunity to inspect the alleged issue and, where appropriate, repeat or correct the affected part of the service. The customer should not instruct another contractor or incur repair costs before giving us that opportunity, except where urgent action is reasonably necessary to prevent immediate danger or further damage.

We do not provide automatic refunds. Where a service has not been performed with reasonable care and skill, our first remedy will normally be repeat performance at no additional charge. A price reduction or refund will only be considered where repeat performance is impossible, cannot be completed within a reasonable time or would cause significant inconvenience, or where the law otherwise requires it.

A refund or price reduction is not due merely because the work was completed quickly, the gutters contained little debris, photographs were not requested, permanent staining or deterioration remains, access was prevented by the customer, fresh debris entered after completion, or a pre-existing property or drainage defect remains. Reporting after 24 hours does not remove a statutory right, but delay may limit our ability to verify whether an issue relates to our service.

A customer who alleges damage must notify us promptly, provide reasonable details and evidence, preserve the affected area where possible and allow us to inspect it. We are responsible for direct, reasonably foreseeable loss or damage caused by our failure to use reasonable care and skill. We are not responsible for loss caused by a pre-existing or hidden defect, inaccurate customer information, an undisclosed hazard, failure to secure access or animals, or failure to remove valuable or vulnerable items, unless our negligence directly contributed to the loss.

We do not exclude or restrict liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If a customer books wholly or mainly for business purposes, we are not liable for loss of profit, revenue, contracts, opportunity, goodwill or other indirect business loss, except where the law does not permit that exclusion.

Work may be carried out by Book My Gutters employees or by carefully selected subcontractors acting on behalf of TFS NW LTD. Any subcontractor used for our services will be vetted and instructed to work to our required safety and service standards. TFS NW LTD remains the customer's contracting party.

The version of these terms supplied or made available when we accept the booking forms part of the contract. We may update the terms for future bookings, but a later version will not retrospectively change an already accepted booking unless both parties agree or a change is required by law.

If any provision is found invalid or unenforceable, the remaining provisions continue to apply. No person other than the customer and TFS NW LTD has a right to enforce the contract, except a person expressly identified in the booking confirmation. A delay in enforcing a right does not waive that right.

These terms and any dispute are governed by the law of England and Wales. A consumer may bring proceedings in any court available to them under applicable consumer law. Nothing in these terms affects a consumer's statutory rights.

Email enquiries are handled by our Pure Clean team. Please include “Book My Gutters” and your booking reference in the subject line.