Refunds & cancellations

WindowCleaningPilot is a marketplace for window cleaning businesses, canvassers and other trade members. You join and trade for the purposes of your business, so you are a business customer, not a consumer. The 14-day cooling-off period in the Consumer Contracts Regulations 2013 therefore doesn't apply. We still aim to be fair, and this policy sets out what we will do.

Nothing in this policy limits any rights you have by law that can't be excluded.

• Plans are billed monthly in advance by card through Stripe. The price includes VAT where it applies.
• You can cancel at any time from My Round → Manage billing & plan. Cancellation takes effect at the end of the month you have paid for, and we don't refund part-months.
• If you move to a higher plan, you are charged the difference for the rest of the month straight away. If you move to a lower plan, the change applies from your next billing date.
• If a payment fails, we will try again. Your membership is paused (you can't claim or list jobs) until it is paid. Your wallet balance stays yours.
• If we charge you by mistake, for example twice in one month, we will refund the extra payment in full.

• Wallet top-ups are held for you to spend on jobs, leads and fees. Money you receive from selling jobs is also paid into your wallet, after our commission.
• You can withdraw unspent cash from your wallet to your bank account. Where you topped up by card and haven't spent the money, you can ask us to refund it to that card within 90 days of the top-up instead.
• We may hold back money connected to an open dispute until it is resolved.
• If you close your account, we pay any remaining cash balance to your bank account once any open disputes are settled.

• New members receive £149 of welcome credit on their first plan payment, once per business.
• It can be spent only on Pilot bookings (jobs booked through WindowCleaningPilot) and on our fees. It can't be spent on other members' listings.
• It expires 90 days after it is given. It has no cash value and can't be withdrawn, transferred or refunded.
• If a job you paid for with welcome credit is refunded, the credit is returned (with its original expiry date) rather than paid out as cash.
• We may withdraw welcome credit if we reasonably believe an account was opened to collect it more than once.

When you buy a Pilot booking, the homeowner has already booked their first clean with us. If the job turns out not to be as described, tell us within 14 days of buying it and we will refund the price to your wallet or offer a replacement job of similar value. This applies where:

• the homeowner cancels before the first clean takes place and won't rebook;
• the address or contact details are wrong and the homeowner can't be reached after reasonable attempts (at least two calls and a visit or message on different days);
• the property is materially different from the listing (for example the wrong number of storeys, or access that makes the job unsafe or impossible);
• the same job was sold twice by mistake.

We don't refund jobs where the homeowner leaves after the first clean for reasons to do with the service or price you provide, or where you decide not to do the work.

Members list their own customers for sale. The seller confirms the details are accurate, that the customer has been told, and that the job isn't sold elsewhere. If a job you buy isn't as described, report it within 14 days of buying it through your account or at hello@windowcleaningpilot.co.uk.

• We will ask both of you for information and decide fairly, usually within 7 working days.
• If we find the job wasn't as described (the same grounds as section 6), we reverse the sale: you get the price back in your wallet, and the seller's sale proceeds and our commission are taken back from the seller's wallet.
• If a seller repeatedly lists jobs that aren't as described, we may remove their listings, hold their balance for open disputes, or close their account.

Leads are enquiries from homeowners, sold at a flat fee and shared with no more than three members. If the phone number is invalid or the lead is a duplicate you already bought, report it within 48 hours and we will refund the fee to your wallet. We don't refund leads because the homeowner chose another cleaner or didn't go ahead.

• The £5 listing fee (free on Ultimate) buys a listing that stays up until the job sells or you remove it. It isn't refundable, unless we remove your listing by mistake.
• Commission (£10 per sale, or £5 on Ultimate) is taken when your job sells. If the sale is reversed under section 7, the commission is refunded to you with it.

When a whole round (or a finished round build) is sold, the buyer pays into escrow with [escrow partner name], our escrow partner. We and the seller never hold the buyer's money during the sale.

• Escrow releases the money to the seller, minus our 10% fee, once the 30-day handover is complete and the buyer confirms it, or once 30 days pass without a valid dispute.
• If the seller doesn't hand over the customer list, or the round is materially different from how it was described (for example far fewer genuine customers than stated), the buyer can raise a dispute during the handover. Escrow then holds the money until it's resolved and returns it to the buyer if the dispute is upheld.
• Where only part of the round is affected, we may agree a partial refund with both parties.
• Our 10% fee is only taken if the sale completes.
• The escrow partner's own terms also apply to money it holds.

• The £99 fee to list a round build isn't refundable, unless we remove the build by mistake.
• Registering interest in a build is free and doesn't commit you to buy.
• Buying a finished build works like a round sale (section 10). The customer list is released to you once your payment is held in escrow, and the canvasser is paid after the handover.

A cleaner can ask for new customers in an area, stating the amount of work wanted (one clean from each new customer, added up) and the most they will pay as a multiple of it. Canvassers bid a rate, and the cleaner chooses one.

• When you post a request, a deposit equal to the amount of work (×1) is taken from your wallet cash. This deposit is our fee for arranging the build.
• If you cancel before choosing a canvasser, the whole deposit is returned to your wallet.
• Once a canvasser is chosen, we keep ×1 of the work actually delivered (up to your target) when the request closes, and return the rest of the deposit to your wallet. If no customers are delivered, the whole deposit is returned.
• Each customer the canvasser adds is charged to your wallet at the agreed rate and held for 14 days. If the customer is not genuine, didn't agree to be passed on, or is materially different from how they were described, dispute them in your account within those 14 days. We will look into it, usually within 7 working days.
• If we uphold the dispute, the charge for that customer is refunded to your wallet (and our ×1 fee on it, if the request has closed). If we don't, the canvasser is paid.
• After the 14 days, or once a dispute is decided in their favour, the canvasser's payment is released to their wallet and is no longer refundable through us.
• Customers who leave after their first clean for reasons to do with your service or price are not refundable.

• Email hello@windowcleaningpilot.co.uk with your business name, the job, lead or payment reference (for example WCP-41002) and what went wrong. Photos, call logs or messages help.
• We aim to reply within 2 working days and to decide within 7 working days.
• Refunds go to your wallet unless this policy says otherwise. Card refunds usually take 5 to 10 working days to appear.

If you aren't happy with our decision, reply to our decision email and a different member of our team will review it. We may update this policy; if a change affects you, we will tell you at least 30 days before it applies. Questions: hello@windowcleaningpilot.co.uk.