One-off jobs are booked in for specific times and dates.
Existing customers are charged as usual.
New customers must make payment at the time of the job's completion by cash, card or bank transfer.
The size of a property, any extra glass involved and the regularity of the clean determines the time slot that a customer is provided and charged for. Changes to any of these mentioned factors will result in the relevant price adjustment.
Prices are subject to change upon review each April. If a price increase is required, the customer will be informed of the new price with a minimum of 4 week's notice. No further cleans are to take place unless the new price has been agreed.
The payment service is run by GoCardless. The payment process is automatically initiated following the completion of a clean and an e-mail receipt is sent to the customer. The funds will leave the registered account 3-5 working days later.
Failed payments are re-attempted 5 days after the initial failure. Each failed attempt incurs an additional £1 fee. After 3 failed attempts, an in-person collection is attempted carrying a £5 collection fee. If the final collection attempt fails, the debt is passed to the debt collection agency whose fees are recovered from the other side and the customer is removed from the round.
Registration for auto-pay is mandatory for a customer to be added to the round.
The service water used by the cleaning systems is purified and leaves no residual marking once dried. First cleans have a risk of leaving minor spotting on the glass as any built up dirt can contaminate the water. If this should occur, the issue is expected to be resolved following the second clean.
Any spotting that can be deemed as excessive or that persists past the second clean should be reported and the windows recleaned, free of charge.
The cleaners will brush all frames and sills thoroughly. Upstairs sills are not visible from the ground and if the customer notices any marks on those sills they should inform the cleaners. A detailed description of the window in question along with photographic evidence is preferred to assist in the cleaning of these areas.
Extra time will be spent attending first cleans to thoroughly rinse every window repeatedly and ensure all built up dirt has been removed. It is expected for this to take up to 3X longer than all future cleans. The longer cleaning time is not chargeable to new customers. A returning customer must pay a 3X fee on the first clean back to cover the extra cleaning required.
Customers must be cautious of any trailing hoses when walking around the property or parking on the driveway.
The position of a property in the round can not be changed and is determined by its location in relation to all surrounding jobs. For this reason it is not possible to schedule individual cleans for specific times and dates. Should the cleaners work past a property's position on the round, it will be 4 weeks until they return.
Unforeseen circumstances may occur that can affect the completion of scheduled work. This may be due to the weather or unexpected delays at earlier jobs. The customer is to be updated by way of message alert if the intended clean is delayed to another day.
Upon registration, the customer will be asked which communication method they prefer/ Using this information, an automated text alert and/or E-mail is sent to the customer on the evening before our expected arrival at their property.
If a customer believes they are not receiving a message before a visit from the cleaners then they should check their Spam folder to ensure that that the messages are not being diverted. If messages are not received and not diverted, the customer should call the office.
The alerts do not allow for replies and can not be used for 2-way communication. A customer must use the contact information provided on this site.
Following the message alert, back access must be facilitated before the cleaners arrive.
The cleaners will not climb onto or over gates and fences. If a customer requests that the cleaners use ladders to pass over a garage roof or access a ceiling window, the customer is liable for any damages that doing so may incur.
Cleaners will not climb onto or over roofs without a customer requesting them to do so.
If back access has not been provided, the full price is charged.
If a gate is code locked, the code should be provided to the cleaners to allow easy access.
Cleaners can not spend extra time waiting at a property for back access to be provided.
Cleaners can not be called back to a property if a customer returns to provide access later in the day.
If back access is likely to be a recurring issue then a request to change a customer to a front only cleaning job can be made to reduce the cost of each visit.
Requests for extra services must be made in advance. This includes requests to clean the back of a property that is on the books as a front-only clean.
Requests for extra services at the time of the cleaners visit will be refused as sufficient spare time will not have been made available.
A clear workspace is required. Cleaners reserve the right to refuse to climb over debris or rubbish. Certain windows or whole cleans entirely will be skipped and the full price will be charged if:
The service is year-round. A customers request to pause cleaning over the winter period will result in their space becoming available to new customers.
Cleaners discretion is used to determine if the weather is appropriate for cleaning. A clean will be called off only if the cleaner believes that the quality of the clean is affected. The customer is not entitled to cancel a clean for reasons relating to the weather if the cleaners have deemed it acceptable.
Caution should be taken on steps and pathways if there are freezing temperatures due to the water from the clean becoming a slip hazard.
If cleaners are turned away at the time of arrival, the full price is charged for the time slot that has been provided to the customer. Refusal to pay will result in the removal of the customer from the round.
If a customer must request a skipped clean due to home improvements or other unforeseen circumstances, the relevant price increase may apply to the next visit to reflect the time elapsed between cleans.
After 3 requests to skip a clean, a customer will be removed from the round.
If a customer can not provide back access due to being on Holiday, the front of the property is cleaned at a 50% cost only if the customer has declared so in advance. A 4-weekly schedule and the tracking page on the website allows sufficient, reliable forecasts of any upcoming visits to plan ahead. If a holiday has not been declared and a customer requests a discount for having been away, the request will be denied.
All contact information is provided on this site.
Should a customer have any issues with the quality of a service that they have received, they must report this within 48 hours.
Any complaints are immediately investigated and any issues are rectified free of charge.
Should a customer have repeated complaints that investigations do not support, a refund will be given and the customer is released from their obligation on our round.
Cleaners accept no responsibility for any issues with a clean that are reported later than 48 hours after completion of the clean.
Minimum terms apply. 4-weekly customers have a 3-clean minimum term. 8-weekly customers have a 2-clean minimum term. After the minimum term has been honoured, the service can be cancelled any time without penalty. If a customer wants to cancel before the end of their minimum term, the relevant remaining balance will be calculated and charged.