Website & Customer Service Terms

Website content is provided for general information and to help customers begin the service process. Online estimates depend on the measurements, selections, conditions, and other information supplied or available at the time. Certain properties, surfaces, access conditions, stains, damage, or other circumstances may require photo review or an on-site review before a firm scope or price is confirmed.

We work to keep the website and customer workflows available and accurate, but we do not guarantee uninterrupted access or that every feature will always be error-free. We may maintain, change, suspend, or replace website features as needed for security, reliability, or business operations.

The website may use or link to third-party services such as payment processors, maps, calendars, review platforms, accounting tools, or social networks. Those third parties operate under their own terms and privacy practices, and their availability is outside our direct control.

Exterior cleaning is weather-dependent, and Patella Exteriors continually considers conditions that may affect safety, cleaning quality, and the property being serviced.

Light rain or overcast conditions do not necessarily require an appointment to be rescheduled. However, Patella Exteriors may delay, pause, or reschedule service when conditions such as heavy rain, lightning, high winds, freezing temperatures, excessive heat, unsafe surface temperatures, or other weather-related conditions could affect safety or the quality of the service.

The final decision to proceed with weather-sensitive work is made by Patella Exteriors based on the conditions at the property and the type of service being performed.

If Patella Exteriors needs to reschedule an appointment because of weather or unsafe conditions, there is no charge to the customer. We will contact you as soon as reasonably possible and work with you to schedule the next appropriate service date.

Because weather can change quickly, customers should assume their appointment is still scheduled unless Patella Exteriors contacts them to advise otherwise.

We understand that plans can change. If you need to cancel or reschedule your appointment, please let Patella Exteriors know at least 24 hours before your scheduled service whenever possible.

Appointments canceled or rescheduled with at least 24 hours' notice may be changed at no charge.

Because most residential services are scheduled specifically for one technician and a dedicated portion of the workday is reserved for your property, cancellations or rescheduling with less than 24 hours' notice may be subject to a $75 late cancellation/rescheduling fee.

If Patella Exteriors has already arrived at the property and service cannot be performed because the work area is inaccessible, required access has not been provided, or the customer is otherwise unable to allow the scheduled service to proceed, a $125 service-call fee may apply.

We understand that genuine emergencies and unexpected circumstances happen. Patella Exteriors may waive these fees at our discretion when appropriate. Weather-related postponements or appointments rescheduled by Patella Exteriors are never subject to a cancellation or rescheduling fee.

To help us provide a safe, efficient, and thorough cleaning, please have the property ready for service before your scheduled appointment.

Access: Please make sure gates, fences, porches, decks, driveways, and all other scheduled work areas are accessible. Gates should be unlocked and any necessary gate codes or access instructions provided before service.

Water Supply: Unless other arrangements have been made in advance, Patella Exteriors requires access to a functioning exterior water supply during service. Please make sure exterior spigots are turned on, accessible, and functioning properly.

Windows & Doors: Please make sure all windows, exterior doors, storm doors, garage doors, and other openings are fully closed and securely latched before service begins. Please let us know about any known leaks, damaged seals, loose windows, or other areas where water could enter.

Pets: For their safety and the safety of our technician, pets should be kept indoors or otherwise securely away from the work area for the duration of the service. Please make sure gates do not need to remain closed for an unsecured pet while we are working.

Vehicles: Vehicles should be moved away from driveways, parking areas, or other surfaces being cleaned and, when practical, away from areas where overspray or cleaning solution may be present.

Furniture & Personal Items: Customers are asked to remove furniture, chairs, tables, umbrellas, grills, potted plants, cushions, rugs, décor, toys, and other movable personal items from scheduled cleaning areas before we arrive.

Most residential services are performed by one technician, so having the work area ready allows us to spend your scheduled time focused on giving your property the best possible cleaning.

One or two small, lightweight items may be moved as a courtesy when practical. If significant item relocation is required, a $50 Work Area Preparation charge may apply for approximately the first 15 minutes, with additional time billed at $25 per 15 minutes. Heavy, fragile, high-value, electronic, specialty, or difficult-to-move items should be relocated by the customer unless arrangements have been made in advance.

Known Property Concerns: Please let Patella Exteriors know before service about any known loose siding, failing paint or coatings, damaged masonry, leaking windows or doors, exposed or damaged electrical components, delicate landscaping, or other areas that may require special attention.

Exterior cleaning can sometimes reveal wear, deterioration, discoloration, or defects that were previously less noticeable because of dirt, algae, mildew, or other buildup.

Customers are asked to let Patella Exteriors know before service about any known areas of concern, including loose or damaged siding, failing paint or coatings, deteriorated wood, cracked or loose masonry, damaged caulking, leaking windows or doors, damaged screens, loose fixtures, exposed electrical components, or other compromised surfaces.

Patella Exteriors is not responsible for damage or changes in appearance resulting from pre-existing defects, deterioration, improper installation, age, or materials that cannot withstand normal professional cleaning methods.

Examples include faded, chalking, or oxidized surfaces; peeling, bubbling, loose, or failing paint, stain, sealant, or coatings; rotten or deteriorated wood; cracked or deteriorated masonry; loose trim, shutters, gutters, downspouts, flashing, or fixtures; failed window or door seals; damaged screens; and exposed, damaged, improperly sealed, or faulty electrical components.

Standard exterior cleaning is intended to clean and improve the appearance of a surface; it is not a repair or restoration service and cannot correct underlying structural, installation, coating, moisture, or maintenance problems.

If our technician identifies a condition that may make cleaning unsafe or could reasonably cause damage, Patella Exteriors may photograph the condition, discuss it with the customer, modify the cleaning method, exclude the affected area, or recommend that the condition be repaired before cleaning proceeds. When appropriate, photographs may be taken before and after service to document existing conditions and completed work.

Patella Exteriors uses professional cleaning methods intended to safely provide the best reasonable result for each surface and condition.

Results can vary based on the age and condition of the surface, previous maintenance, staining, oxidation, coatings, exposure to the elements, and how deeply contaminants have penetrated the material.

Standard cleaning is designed to remove normal dirt, algae, mildew, mold, and organic buildup. Some conditions may require a separate specialty treatment, and certain stains or discoloration may not be completely removable.

Examples include rust, fertilizer or irrigation staining, oil and automotive fluids, mineral deposits and efflorescence, oxidation, paint or coating failure, deep organic staining, and other permanent or deeply embedded discoloration.

When a specialty treatment is recommended, Patella Exteriors will explain the expected result and any additional charge before the treatment is performed. Additional paid work will not be added without customer approval.

Patella Exteriors does not guarantee complete removal of every stain, discoloration, oxidation condition, or pre-existing cosmetic defect. We will, however, use appropriate professional methods and make a reasonable effort to achieve the best result the surface can safely support. If continuing treatment could reasonably damage the surface, Patella Exteriors may stop treatment rather than risk causing unnecessary damage.

Patella Exteriors will perform the services and scope of work shown on the customer's accepted estimate, proposal, or service agreement.

If conditions at the property differ materially from the information originally provided, or if the customer requests additional work after the original proposal has been accepted, Patella Exteriors will explain the change and any additional cost before proceeding.

Any increase in price or additional paid work requires customer approval before the added work is performed. Approval may be provided electronically through the Patella Exteriors customer system or by another documented method agreed upon during service.

If the final scope is reduced, or Patella Exteriors chooses to provide a discretionary price reduction, the final price may be lowered without requiring the customer to reapprove the original proposal.

Patella Exteriors will maintain a record of approved changes, including the original accepted price, any authorized additions or adjustments, and the final service price. Customers will never be charged for additional work that was not authorized.

Payment is due upon completion of residential service unless other arrangements have been made in advance.

Patella Exteriors may provide electronic invoices and payment options through its customer system. Customers are responsible for paying the final approved amount shown on the completed invoice.

If additional work or a price increase was approved during service, the approved amount will be reflected on the final invoice. If Patella Exteriors reduces the price after service, the lower final amount will be reflected on the invoice.

Invoices that remain unpaid after the due date may receive automated payment reminders. If an account remains unpaid for an extended period, Patella Exteriors may pause future scheduling until the balance is resolved.

Any returned, reversed, disputed, or failed payment remains the responsibility of the customer unless the charge was made in error. Commercial payment terms may differ and will be stated separately on the commercial proposal, agreement, or invoice.

Patella Exteriors may take photographs or video of the areas being serviced before, during, and after cleaning. These images may be used to document pre-existing property conditions, service progress, completed work, specialty stains or surface concerns, customer-approved changes, and other information related to the service.

Service documentation may be stored with the customer's job record for quality control, customer service, insurance, and business recordkeeping purposes.

Patella Exteriors will make reasonable efforts to avoid intentionally photographing people, private interior areas, personal documents, vehicle license plates, or other unnecessary personal information.

Photos or video taken for service documentation will not automatically be used for advertising, social media, or promotional purposes solely because the customer accepted these Service Terms. Any broader marketing use requires separate permission.

Patella Exteriors wants customers to be satisfied with the service provided. If you believe an area included in the agreed scope of work was missed or not cleaned as expected, please contact us as soon as reasonably possible after the service.

We ask that service concerns be reported within 48 hours of completion whenever practical so we can review the condition while the service is still recent.

Patella Exteriors may request photographs or may return to the property to inspect the area. If we determine that an area included in the original scope was reasonably missed or requires additional attention, we will make a reasonable effort to correct it at no additional charge.

This does not guarantee removal of stains, oxidation, deterioration, discoloration, or other conditions that were previously explained as outside the expected results of standard cleaning or specialty treatment.

Customers are asked to allow Patella Exteriors a reasonable opportunity to review and address a service concern before arranging corrective work with another contractor or disputing payment.

Patella Exteriors takes reasonable precautions to protect landscaping and surrounding property during exterior cleaning.

Normal plant and landscaping protection is included as part of standard service. Depending on the service being performed, this may include pre-rinsing vegetation, controlling the application of cleaning solutions, shielding sensitive areas when practical, and rinsing vegetation or nearby surfaces during and after cleaning.

Customers are asked to let Patella Exteriors know before service about any unusually sensitive, recently planted, rare, valuable, stressed, or otherwise delicate vegetation that may require special attention.

Customers should also remove or relocate portable items that may be affected by water or cleaning solution, including delicate potted plants, outdoor fabrics, decorative items, electronics, and other personal property located within or immediately adjacent to the work area.

If a property has extensive or unusually sensitive landscaping that requires substantially more protection, rinsing, shielding, setup, or service time than is typical for a residential property, Patella Exteriors may recommend additional precautions or an adjustment to the service price before proceeding.

Patella Exteriors will use reasonable professional care when working around landscaping, painted surfaces, fixtures, vehicles, outdoor equipment, and neighboring property.

Occasionally, some temporary browning or discoloration of vegetation may occur following exterior cleaning. In many cases, this is temporary and typically resolves within approximately two to four weeks as the plant recovers and produces new growth.

Some temporary spotting, runoff, overspray, or environmental exposure can occur during exterior cleaning. If an unexpected condition develops during service, Patella Exteriors may pause or modify the cleaning process to protect the property and surrounding areas.

Exterior cleaning naturally produces water and runoff. Patella Exteriors will use reasonable care to manage water flow and cleaning solution around the property and to avoid unnecessary impact to neighboring areas.

Customers are asked to let Patella Exteriors know before service about any known drainage problems, low areas, clogged drains, basement or crawlspace water-entry concerns, shared driveways, unusually sensitive neighboring property, or other conditions that could affect how water moves across the property.

Where practical, Patella Exteriors may redirect, control, dilute, collect, or otherwise manage runoff based on the service being performed and the conditions at the property. Customers should make sure exterior drains, gutters, downspouts, and other drainage areas that may receive water are reasonably clear and functioning before service.

Patella Exteriors will use reasonable care around neighboring homes, vehicles, landscaping, walkways, and other property. If the work area is unusually close to a neighboring property or shared area, additional precautions may be used when practical.

Patella Exteriors is not responsible for water intrusion or damage caused by pre-existing drainage problems, failed seals, improper grading, clogged or defective drainage systems, or other existing property conditions that allow water to enter or collect where it normally should not.

If an unexpected runoff or drainage condition develops during service, Patella Exteriors may pause, modify, or reschedule the affected portion of the work to protect the property and surrounding areas.

Customers do not need to remain at the property during most exterior cleaning services unless Patella Exteriors has advised otherwise.

By providing access instructions and allowing the scheduled service to proceed, the customer authorizes Patella Exteriors to enter the exterior areas of the property reasonably necessary to complete the approved work.

Before leaving the property, customers should make sure gates are unlocked, pets are secured, required water access is available, scheduled work areas are clear, and any necessary gate codes or special instructions have been provided.

Patella Exteriors will not enter the interior of a home, garage, locked building, or other enclosed private area unless specific permission has been provided and access is reasonably necessary for the agreed service.

If a question, unexpected condition, or potential change in scope arises while the customer is away, Patella Exteriors may contact the customer before proceeding with the affected portion of the work. Any additional paid work or price increase will still require customer approval before it is performed.

Patella Exteriors will use reasonable care when cleaning around exterior electrical components, fixtures, cameras, doorbells, lighting, speakers, pool equipment, HVAC equipment, and other permanently installed exterior devices.

Customers are asked to notify Patella Exteriors before service of any known damaged, loose, improperly sealed, non-weatherproof, or malfunctioning exterior electrical components or equipment. Exterior outlets, covers, junction boxes, light fixtures, cameras, and similar components should be properly installed, closed, and weather-resistant as intended by the manufacturer.

Portable electronics, extension cords, chargers, speakers, decorative lighting, and other movable electrical items should be disconnected and removed from the work area before service.

If Patella Exteriors identifies an electrical component or piece of equipment that appears unsafe or unusually vulnerable to water exposure, we may avoid or modify cleaning around that area until the condition can be safely addressed.

Patella Exteriors is not responsible for failure or damage resulting from pre-existing defects, improper installation, failed seals, deterioration, or equipment that is not suitable for normal exterior weather exposure.

Exterior windows, glass, frames, and screens located within the normal cleaning area may receive a general rinse as part of exterior cleaning. Standard Patella Exteriors exterior cleaning is not a detailed or spot-free window-cleaning service unless specifically listed on the customer's proposal.

Customers should make sure all windows and doors are fully closed and securely latched before service.

Existing hard-water deposits, mineral staining, oxidation, failed window seals, fogging between panes, damaged screens, loose glazing, deteriorated caulking, and other pre-existing window or glass conditions may remain visible after cleaning.

Water spots or minor residue may occasionally be visible after an exterior rinse depending on the property's water quality, weather conditions, glass condition, and surrounding surfaces.

Patella Exteriors is not responsible for water intrusion caused by pre-existing failed seals, damaged windows, deteriorated caulking, improperly installed components, or windows and doors that were not properly closed before service. If a window, screen, or surrounding component appears loose, damaged, or unusually vulnerable, Patella Exteriors may modify or avoid cleaning that area to prevent further damage.

Roof cleaning is performed using methods selected for the roofing material, condition, accessibility, and safety of the property.

Patella Exteriors may perform roof cleaning from the ground, from a ladder, from the roof surface, or by another appropriate method. We are not required to walk on a roof when doing so would be unsafe or unnecessary.

Customers are asked to disclose any known roof leaks, loose or damaged shingles, deteriorated roofing materials, damaged flashing, loose gutters, drainage problems, or other known roof-related concerns before service.

Some organic growth, particularly heavier moss or lichen, may loosen gradually after treatment rather than disappearing immediately during the appointment. Patella Exteriors will not use unnecessarily aggressive methods simply to force immediate removal when doing so could damage the roofing material.

Roof-cleaning solutions and runoff may travel through gutters and downspouts. Patella Exteriors will use reasonable precautions to manage runoff and protect surrounding landscaping and surfaces, including rinsing, dilution, redirection, collection, or other appropriate measures when conditions warrant.

Existing roof deterioration, granule loss, discoloration, staining, repairs, mismatched roofing materials, or other pre-existing conditions may become more noticeable after the roof is cleaned. Patella Exteriors may modify, postpone, or decline to clean any portion of a roof if the roofing material, slope, access, weather, structural condition, or another condition makes the work unsafe or creates an unreasonable risk of damage.

Wood, composite, painted, stained, and coated exterior surfaces can vary significantly in age, condition, previous treatment, and ability to withstand cleaning. Patella Exteriors will select cleaning methods intended to provide the best reasonable result while minimizing unnecessary risk to the surface.

Weathered or deteriorated wood may have soft areas, splintering, raised grain, cracking, discoloration, or other conditions that become more noticeable after cleaning. Cleaning may also reveal differences in color caused by age, previous repairs, furniture placement, sun exposure, moisture, or prior coatings.

Paint, stain, sealers, and other coatings that are loose, failing, chalking, peeling, improperly applied, or near the end of their useful life may be further loosened or revealed during normal cleaning. Patella Exteriors is not responsible for coating failure caused by pre-existing deterioration or improper application.

Cleaning is intended to remove appropriate surface contamination and buildup. It does not guarantee restoration of wood, composite materials, paint, stain, or coatings to their original color or appearance.

Composite and specialty decking or fencing may have manufacturer-specific cleaning limitations. Patella Exteriors may modify the cleaning method, reduce pressure, adjust cleaning solutions, perform a test area, or recommend manual review when appropriate.

If a surface appears too deteriorated, unstable, or sensitive to be cleaned safely, Patella Exteriors may exclude the affected area or recommend repair, restoration, refinishing, or another appropriate service before cleaning proceeds. Patella Exteriors does not provide staining, sealing, painting, or wood-restoration services unless those services are specifically listed on the customer's proposal.

Concrete, brick, pavers, mortar, stone, and other masonry surfaces can vary considerably in age, construction, previous treatment, condition, and porosity.

Patella Exteriors will use cleaning methods appropriate for the surface and its apparent condition. Cleaning may reveal pre-existing cracks, repairs, discoloration, aggregate exposure, scaling, spalling, deteriorated mortar, efflorescence, previous stains, coating failure, or other conditions that were less noticeable before the surface was cleaned.

Older, deteriorated, improperly installed, or previously damaged concrete and masonry may continue to show cosmetic differences after cleaning. Patella Exteriors is not responsible for pre-existing cracking, deterioration, loose mortar, surface failure, improper installation, or damage caused by previous treatments or coatings.

Rust, oil, fertilizer staining, irrigation staining, efflorescence, mineral deposits, paint, and other specialty stains may require additional treatment and are not automatically included with standard surface cleaning. Where a specialty treatment is appropriate, the expected result and any additional price will be discussed and approved before treatment is performed.

Cleaning pavers may loosen or remove some existing joint sand, particularly when the sand is already low, loose, deteriorated, improperly installed, or affected by weeds, erosion, or previous cleaning. Standard paver cleaning does not include replacement of joint sand unless that service is specifically listed on the customer's proposal.

Customers should understand that previously sealed or coated pavers may respond differently to cleaning. Existing sealer can be faded, uneven, failing, peeling, cloudy, discolored, or otherwise deteriorated before cleaning begins, and cleaning may make those existing conditions more noticeable.

Patella Exteriors may require photographs, a test area, or additional review before cleaning natural stone, previously sealed surfaces, unusual pavers, or surfaces with significant deterioration. Paver sealing is not included in standard cleaning services unless specifically offered and listed separately.

Exterior gutter faces may be cleaned as part of an applicable house-washing service. Routine exterior cleaning does not include interior gutter cleaning, gutter repair, downspout repair, or removal of internal gutter debris unless specifically listed on the customer's proposal.

Roof and exterior cleaning may cause water and cleaning solution to travel through gutters and downspouts. Customers are asked to disclose known clogged, disconnected, damaged, leaking, improperly installed, or poorly draining gutters and downspouts before service.

Patella Exteriors is not responsible for overflow, leakage, water intrusion, or drainage problems caused by pre-existing clogs, damaged gutters, defective downspouts, improper installation, failed seals, or existing drainage conditions. If an unexpected gutter or drainage problem is discovered during service, Patella Exteriors may modify or pause the affected work to reduce the risk of property damage.

Exterior cleaning removes existing dirt and organic buildup within the reasonable capabilities of the service being performed. Algae, mildew, mold, moss, lichen, pollen, and other organic material are naturally occurring environmental conditions and may return after cleaning.

The rate at which growth returns can vary based on shade, moisture, trees, vegetation, roof drainage, surrounding environment, building orientation, weather, and other conditions outside the control of Patella Exteriors.

Unless a specific written warranty is included with the customer's proposal, exterior cleaning does not guarantee that organic growth, staining, pollen, or environmental buildup will not return after service. The appearance of new growth after service does not by itself indicate that the original cleaning was performed improperly.

Estimates may be prepared using customer-provided information, photographs, measurements, property records, aerial or satellite information, remote measurement tools, or an in-person inspection. Customers are asked to provide reasonably accurate information about the property and the requested work.

When Patella Exteriors provides a remote estimate, the price is based on the information reasonably available at the time the estimate is prepared. If the actual property, measurements, surface conditions, access, or requested scope differs materially from the information used to prepare the estimate, the service price or scope may need to be adjusted.

Patella Exteriors will explain any material price increase or additional paid work and obtain customer approval before proceeding. If the verified scope is smaller than originally estimated, Patella Exteriors may reduce the final price accordingly.

Any applicable Remote Quote Credit is subject to the property conditions substantially matching the information provided during the remote-quote process.

Professional exterior cleaning involves pressurized water, hoses, cleaning solutions, wet surfaces, ladders, equipment, and active work areas. For everyone's safety, customers, children, guests, and pets should remain clear of active cleaning areas and operating equipment while service is underway.

Surfaces may become temporarily slippery during and immediately after cleaning. Customers should use appropriate caution around wet driveways, sidewalks, patios, decks, stairs, porches, and other recently cleaned areas until they have dried.

Customers should not handle Patella Exteriors equipment, hoses, cleaning solutions, valves, tools, ladders, or other equipment unless specifically instructed by the technician. Patella Exteriors may temporarily restrict access to an area when necessary for safe operation.

Patella Exteriors cannot reasonably identify every concealed condition before exterior cleaning begins. Examples may include hidden deterioration, underground irrigation components, concealed electrical wiring, improperly buried cables, damaged drainage systems, hidden leaks, loose materials, weakened structures, or defects that are not reasonably visible during a normal exterior inspection.

Customers are asked to notify Patella Exteriors of any known unusual or concealed property conditions that could affect the work. If an unexpected condition is discovered during service, Patella Exteriors may stop or modify work in the affected area and discuss the appropriate next step with the customer.

Patella Exteriors is not responsible for damage resulting solely from concealed pre-existing defects or conditions that could not reasonably have been identified before service.

Patella Exteriors reserves the right to modify the cleaning method, exclude a particular area, pause service, reschedule service, or decline work when conditions create an unreasonable safety risk or an unreasonable likelihood of property damage.

Examples may include severe weather, unsafe roof conditions, unstable surfaces, damaged electrical components, structural deterioration, dangerous access, hazardous materials, aggressive animals, or other conditions that cannot reasonably be managed during normal exterior cleaning.

When practical, Patella Exteriors will explain the concern to the customer and discuss available options before changing or discontinuing the affected portion of the service. Customers will not be charged for additional work that was not authorized.

Patella Exteriors may provide estimates, proposals, service terms, change orders, invoices, acknowledgments, and other service documents electronically.

Electronic acceptance, including acceptance through the Patella Exteriors customer portal or another documented electronic method, may be used to confirm the customer's agreement to the applicable proposal and Service Terms.

Patella Exteriors may maintain records showing the version of the terms or service acknowledgment accepted by the customer together with the date and time of acceptance.

Updated terms will apply to future services after the updated version is presented and accepted as required. Changes to the general Service Terms do not retroactively alter the terms associated with a previously completed service.

Service documentation permission is not marketing permission. Accepting these terms does not automatically authorize Patella Exteriors to use photographs or video of a customer's property in advertising, social media, website galleries, or other promotional material. Marketing use requires a separate optional permission and is never required to receive service.

The Patella Exteriors name, branding, website design, original text, graphics, and other original site materials are owned by or licensed to Patella Exteriors or Patella and Associates LLC, except where third-party rights apply. You may use the site for ordinary personal or business inquiry purposes but may not copy or republish substantial site content for another commercial purpose without permission.

These website and service terms are governed by the laws of North Carolina, without changing any rights or remedies that cannot legally be limited by agreement.

We may update these terms as our services or online workflows change. The version and effective date above will be updated when we make a material revision. Updated terms apply to future services after presentation and acceptance as required; they do not retroactively change a previously completed service.

Questions about these terms can be sent to info@patellaexteriors.com.