Customer Terms Of Use

Payment Method

You have 3 options, these are:- card, cash or direct debit. In some instances you may pay via Bacs but this is only for one off larger jobs, and not regular window cleaning.

First cleans must be paid for by either card or cash.

Frequency Of Cleans

The frequency of cleans will be set out at the time of your first clean, and will be adhered to by the company except in such

circumstances as holidays, certain severe weather conditions, sickness or any other unforeseen circumstances. Please be advised that the day and time of your clean may vary slightly, this will be due to the reasons previously mentioned.

Reminder Service

You will be contacted via text message, email or phone call the day before our visit. All responses will be checked at 7am. Responses sent after this time may not be seen due to the

working day having already started, therefore your clean may have subsequently been carried out. If you would like any assistance unrelated to postponements with your booking such as eta please contact us on the phone before 8am to discuss this matter. Due to the style of the business from time to time we are in areas with poor coverage, calls made after 8am may not be received.

Appointment
Times

Unfortunately due to the nature of the business we are unable to give out exact time slots. If you would like an eta for you clean please contact us by 8am on the day of your clean. Eta's can unfortunately change very quickly and can be out of our control, e.g. because of roadworks, bad traffic or even go the other other way due to last minuet cancelations.

Locked Gates

If after after sending out the reminder message no cancellation or skip messages are received, we will attend

your property to carry out the booked services. If the gate is locked, cleaning will be carried out where accessible and charged accordingly.

Cleaning Windows In
The Rain

The equipment we use is the industry standard and as such makes cleaning your windows in the rain possible, without it affecting the final results. However, if you should cancel a clean on the day due to rain, we will not be able to reschedule your clean until the next due date and we reserve the right to cancel your service if you consistently cancel cleans due to rain.

Cancelled Cleans

If you cancel a clean on the day or we are unable to access all

or part of your property because of locked gates, then the company will unfortunately not be able to reschedule the clean until the next due date. In addition, if the part of your property has been cleaned then you will be charged a minimum charge of £15. If your total price is less than this, you will be charged at a rate which is fair to your property.

As there is currently a lengthy waiting time for new

customers, consistent cancellations may result in amending the frequency of cleans or in some circumstances you may

be removed from the diary altogether.

Skipped Cleans

If cleans are regularly skipped the company reserves the right to cancel your service. Skipped cleans are subject to a charge of an extra £5 minimum on your next clean, larger properties may be subject to a higher surcharge if necessary. This is because the idea of regular cleans is to keep the cleanliness of your windows maintained. The extra cost reflects the extra work needed and to cover the cost of any and all products used to complete the clean.

Velux Windows & Juliet
Balconies

The company can not guarantee a perfect finish on Velux windows, this is due to the angle they are positioned at, usually being mounted on a roof makes them difficult to scrub thoroughly. We will however endeavour to clean them as thoroughly as possible, this is very similar with a Juliet Balcony as the bars can prevent all of the frame and window being accessed.

Pre-existing Damage

The equipment the company uses is proven not to scratch glass. However occasionally the cleaning process can show up existing scratches or imperfections.

The company cannot be held responsible for pre-existing faults, damage from manufacturing, installation or general poor condition of your property. This includes, but is not limited to,

scratches on the glass, poorly fitted windows, doors, fascia's, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, blown panels, decorative bars, lead on windows, rotting frames, flaking paint, open or broken window vents.

Any damage caused by the company or staff/subcontractors will be covered by the liability insurance.

Surcharges

Usually a surcharge will only be added for your first clean. Even with clean looking first cleans it is likely that there will be hidden dirt, due to this a surcharge will be added to all first clean. This will be added to cover the cost of the water and any cleaners that may be required. All prices given over the phone or online will always be estimates only and will be confirmed at the first appointment. If there is the ned for a larger surcharge we will discuss at you first visit.

Future surcharges. From time to time there may be the need to clean additional dirt from your windows/frames. We accept that this is the business we are in and this is the job, however if there is extra work to be done due to such things as building work, pressure washing by others etc we will add a surcharge to cover the costs for this.

Pets

We have no problems with your pets whatsoever, all we ask is whilst cleaning is being carried out please can you keep them inside. This is for their safety from any cleaning products that may be harmful (you will be made aware of what we using if anything). It is also for our safety as animals can be spooked by the pole and react in an unfriendly or defensive manner.

We also kindly ask that you check to ensure that no faeces have been left in the path of the hosepipe, as we have to handle this throughout the day and hand washing facilities are not always available.

If You Are Unhappy

If you are unhappy in any way with any of the services we have provided to you, let us know within 48 hours and we will

rectify any issues free of charge.

Social Media & Advertising

Some of the work we do looks simply amazing on camera. So from time to time you may see us filming or taking photos of work that we are doing, done or about to do for you. We will always take the identity of all our customers extremely seriously and will do everything we can to not give any information such as address or who you are out to the public. If however you would preferer for this to not be done please let one of us know.

Price Increases

It is our aim to ensure that our services are priced in a manor that reflects the premium service you receive. Unfortunately in the world we live in it is inevitable that our expenses will go up and therefore the cost of our services must go up in line with this.

On the 1st of April each year there will be a 2% increase rounded up to the nearest whole pound, with a minimum charge of £1. This is cover normal inflation and is not designed to increase profit. Be advised that this percentage is subject to change and is for window cleaning only. Other services may be subject to different rates.