1.1. How often will we visit?
We provide the choice of either 5 weekly or 10 weekly visits. We do ask for a little flexibility on time scales, due to rain and other factors, of a week either side of the time due.
1.2. Bad Weather
Our pure water fed pole systems work in all weathers and we offer an all year-round regular service. We will try not clean your windows in heavy rain, however we do work in light rain or short showers. Our promise to you is that the results will still be the same. High winds, storms and snow do affect our services and schedule. If rain is heavy and constant, we may not clean your windows. Your clean will carry over to the next working day. Therefore, weather conditions are not an acceptable reason for turning us away.
1.3. Turning us away
We will try to be as reliable as we can for you, but we also appreciate the customer being reliable. We will make time and space in our schedule available for you. On the day of the clean it is too late for us to replace your clean with another. We reserve the right that if you turn our team away at the door or cancel on the day with our office, we will charge you the full price expected and/or cancel any ongoing service with us. We require 7 days notice to reschedule your clean.
If for one reason or another you should wish to cancel our services you have the right to do so at any time. However, we do not generally offer one off window cleaning. If you wish to cancel before your third clean a cancellation charge of £30.00 or the value of the remaining cleans will be payable (whichever is greater). We will send a SMS text message the evening before the day of cleaning to remind you to unlock gates and close windows/vents for the day. This is automated and cannot be replied to. Any cancellation notice received after this text message will not be acted upon. Our office closes at 5.00pm.
1.5. Window clean guarantee
We will always try to provide you with the best possible service every time we clean your windows. If for any reason you are not satisfied with our work, you must contact us within 24 hours of the clean. We will then return the next working day to re clean your windows for free. You should check that it is not the insides of your windows that are dirty, if this is the case and we come back to re clean you will be charged for this. Please note that complaints made after 24 hours may not be re cleaned.
All customer information is kept on a confidential secure database and is not discussed or shared with any individual or company, in accordance with the GDPR regulations.
You are required to pay in full within 7 days of the clean date. Please pay for your regular window cleaning via GoCardless. GoCardless is our only payment method for regular window cleaning, details are available on our website’s payment page. If payments have not been made in full after 28 days, we will pass the details of the customer to a debt collection agency to recover on our behalf – this will incur additional costs. (Related charges, collection agency fees, and court costs)
Should we be unable to access any part of your property due to locked gates we will only clean the accessible area such as front and sides and your bill will be reduced by around 30%. To avoid this please ensure we have the correct mobile number for our SMS text reminder service which we send out the night before each visit. We will endeavour to clean all windows, but if we deem any to be inaccessible or unsafe to clean, we will not clean them. We do not use ladders to climb gates, fences or over roofs and garages.
2. Our Methods
2.1. Water Fed Pole Window Cleaning
We will be using the water fed pole method to access and clean all of your windows. This method uses only 100% purified water and no chemicals or detergents making it fully safe for people, plants, pets, children and the environment. The water is purified and transported with us in our vans. We will arrive with all the equipment we need to carry out this work. Our purified water is pumped from the van along hose lines and up telescopic poles, which we use to scrub dirt from your frames, sills and glass. Frames, sills, glass and doors cleaned every time! All we ask is that access around your property is available and that all your windows and doors are closed. Once cleaned, surfaces are left to dry naturally as is normal in this method, because the water is so pure it dries leaving no marks at all. The pure water attracts the dirt rinsing it away and leaves no sticky residue meaning your windows remain cleaner with no dirt, no detergent, no residue, just perfectly clean windows.
We are able to clean to a height of 5-6 storeys or 65ft. We are only able to clean along a clear line of sight, some angles or high recessed surfaces my not be possible to clean. We also use this method to clean conservatory roofs and fascia and soffits.
2.2. Traditional squeegees and ladder
Sometimes, it is still appropriate to use traditional methods in modern day window cleaning. If insides are required, we may use squeegee and soapy water to clean or a pad/cloth with a glass cleaner. If we do clean your windows inside, we require you to clear windowsills and obstructive furniture so we can continue with our work efficiently and safely.
2.3. Gutter Clearing with industrial Vacuum
By using a vacuum, we are able to clear your gutters from the ground and reach difficult angles and heights that a ladder cannot. We will use a powerful wet and dry vacuum, which reaches, from the ground up and into your guttering to a maximum height of 40 feet. All the waste is sucked out of the gutters and into the machine. When we have finished the waste is taken away with us or put on your compost heap. Although the machine is powered electrically, we will bring our own generator.
Our company and public liability insurance are arranged as a specialist for window cleaning using the water fed pole, our level of cover for public liability is £5 million. A copy of this is available on request.
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 on glass, rotting frames, flaking paint, open/broken trickle vents, etc.
Scratched sills/Glass; our window cleaning brushes are specifically designed for window cleaning, they are made from a soft plastic headstock and nylon bristles. It is not possible to scratch glass using these brushes.
You may notice that some of the oxidation has been removed on older window sills that have lost their colour slowly over time. We will not be held responsible for returning your windows back to ‘‘as new’’ condition.