TERMS OF SERVICE – WINDOW CLEANING
By using our services, you agree to the following terms of service.
1. WHAT TO EXPECT
We use state of the art reach and wash equipment which utilises ultra-pure spotless water. Enabling us to produce outstanding results in the safest way possible leaving your windows crystal clear. However, to manage expectations please be aware that if your windows are covered in builders residue (e.g, plaster, concrete or paint etc.) stickers or adhesive or any other hard wearing stain this needs to be discussed at the initial sign up phase so we can discuss options with you. We cannot provide the work needed on the day unless discussed prior to showing up.
2. INITIAL VISIT
For your first clean only, you may be subject to a one off first clean fee depending on the overall condition of your windows. This is because it requires more time, effort and resources to clean your windows to the standards we strive to achieve on a daily basis. Price is dependent on the size of the property and on how much dirt and debris is present. Please note – not all first cleans will be subject to a one-off fee (This will be explained during the sign up process).
3. REGULARITY OF SERVICE
We provide our window cleaning services on a 4-6 weekly basis. Although we will make every effort to ensure the clean is completed on the day most convenient to the customer, we cannot always guarantee this. Your clean will always fall on the same week however the specific day of the week may vary.
4. OPERATING HOURS OF SERVICE
Our working hours are between 08:00 and 17:00. We try our best to work this around your schedule but this cannot be guaranteed. If, for whatever reason, we are running late, we will always contact you.
5. WEATHER
We will clean your windows through most weather conditions. The presence of rainfall does not make your windows dirty nor does it remove the benefits of a clean. It is the presence of dirt and debris, usually from soffits, facias, gutters and frames that cause dirt on the windows following rainfall, not the rain itself. We do not accept in-day cancellations for bad weather. We reserve the right to charge the full price of the clean in this instance. If, for whatever reason, there is an instance where your window appears to be unclean, we offer a 48 hour stay clean policy where we will return at the earliest opportunity and re-clean the window free of charge. Should the weather be too bad to proceed with your clean, we will notify you as soon as possible.
6. COMPLAINTS PROCEDURE
We strive to provide the best possible results, every time we clean your windows. However if, for any reason, you are not satisfied with the results of our work, you must notify us within 48 hours. We will then return as soon as possible to rectify any issues free of charge. Complaints filed after 48 hours will not be accepted. If, on arrival, it is discovered that the issue is not with our work, but for instance dirt on the inside of your windows or the double glazed unit has failed and dirt is on the inside of the unit, then we reserve the right to charge a call out fee to cover our costs of re-attendance.
7. ACCESS TO YOUR PROPERTY
It is your responsibility to provide us with access to the rear of your property on the day of your clean. We will send a text message reminder the evening before to give ample notice of our arrival. Where possible, if the latch is at the top of the gate, we can reach over and unlock/lock your gates. There may be times where it is possible for us to climb over your gate or fence in order to complete the full clean, however this is not promised and is not always possible. We reserve the right to refuse to do so based on our in-day risk assessment. In the event that access is not provided, we will clean all accessible areas of the property and a charge will be applied. The price is usually £10.00 however this may vary depending on the size of the property.
8. DAMAGES
Our window cleaners do not accept liability for damage caused by decorative or structural defects at your property, such as, but not limited to, ill-fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose stuck on lead, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc. Our window cleaners accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed our brushes will not damage them in any way. If they do become loose or fall off it’s because the adhesive is not bonding correctly with the glass. This is because over time the double sided tape used to stick the bars to your glass loses its adhesion. Scratched window sills: Over time your UPVC window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most affected. When we are cleaning your windows our brush head which is made from soft plastic with nylon bristles may remove some of the oxidation. This may look like scratches but in fact it’s just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to “as new” condition. Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic headstock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush. If you feel that we have caused damage to your glass we will bring over a brush and ask if you can scratch the glass again. If you succeed we will pay to replace the glass. Cracked glass: We do not clean windows that have broken/cracked panes as water may seep through or the glass may fall into the property.
9. PAYMENTS
Customers joining our regular window cleaning rounds are required to pay via GoCardless. Payments will automatically be collected 5 days after each clean. Please note, payments can and will only be processed once your clean has been completed. Each charge requires human intervention to initiate, so if for any reason the scheduled clean has not been completed, no payment will be taken. To sign up and complete the registration process, please follow the link below:
https://pay.gocardless.com/BRT0003A72E6BBX