FAQs
How do I pay
For ease, our preferred payment method is by Bank Transfer or Cash on the day of the clean. As you may not always be present on the day of the clean, you can arrange a bank transfer, details of which are on the invoice which will be emailed to you on the day of the clean.
Due to the relatively small invoice amount, we politely request that Payment in full is made same day or within within 2 days to avoid a 15% late payment fee being applied. Thanks.
Unfortunately we are unable to accept cheques or American Express Cards
If there is no parking available on the property or near the property.
Unfortunately, we are unable to provide a service unless there is adequate access and parking on the driveway or close to the property. Likewise, we are unable to provide a service if there are any parking or access restrictions.
Cancelling an appointment
As we are only cleaning your windows every 4 or 8 weeks, we are unable to accept cancellations unless there are exceptional circumstances. If we receive more than 2 cancellations without you agreeing to reschedule your appointment per year, we will unfortunately have to consider stopping the service as it would be commercially not viable and we have a waiting list of customers.
Unacceptable Reasons for cancelling
We are able to clean windows without you being present, as long as access has been agreed and is available etc. Unfortunately rain would not be considered a reason to cancel as rain does not affect the quality of the window clean. If we however deem weather conditions too onerous to carry out the window clean effectively or safely, we will of coure advise you accordingly by email or text etc and reschedule the window clean asap afterwards where possible.
As you will appreciate due to the number of window cleans that we carry out, it is not always possible to reschedule quickly following cancellation, due to other prior appointments or commitments.
If there are indeed exceptional circumstances please advise us by email asap, so we can arrange another suitable date. Although you receive notification within 24 hours prior to us attending to complete your scheduled clean we are unable to accept cancellations on receiving your appointment reminder so the full windwo cleaning charge will still apply. Likewise, unless we hear to the contrary we will always attend and the normal full charge will apply.
Holidays, weekends and public holidays
We do not normally work on weekends or public holidays, but we may have to if we are rescheduling window cleans or providing other services.
If you are normally present when we clean your windows but you have a holiday booked, we will still clean your windows, but we will need to discuss/agree access if an issue etc prior to you being away.
Please advise us in good time by email or ring to discuss etc. Thanks.
If we are on holiday we will reschedule the appointment but will advise you accordingly.
Cancelling the service
If you no longer wish to use our service please advise us by email at least 4 weeks (If on a 4 weekly clean) or 8 weeks (If on a 8 weekly clean) prior to your next scheduled clean. If we do not receive notification or the required notice, we may continue to clean your windows and/or the normal window cleaning fee will still apply.
How often do you attend?
Our regular window cleaning round is offered on a 4 or 8 weekly cycle, depending on availability. Due to unforeseen circumstances it may be slightly longer due to public and staff holidays, in addition to unfavourable weather conditions that can affect our schedule. Please allow some flexibility.
Do you use ladders?
We don’t use ladders for window cleaning or climb on to flat roofs. Due to the “Working at height regulations 2005” we have chosen to put the safety of our operatives first and use the water fed pole to carry out our window cleaning.
Do you clean windows in the rain?
Yes, we clean windows in moderate rainfall. Rainwater is relatively pure, so it doesn’t affect the quality of the clean. If we are unable to work due to the weather conditions we will send out a text/email to let you know.
Do you clean Velux windows?
If your Velux windows are reachable we will clean them for a small fee (£1.50 per velux) but the water fed pole and brush system that we use to clean your windows are very lightweight and sometimes struggle to remove baked on pollen, bird mess and dust from Velux windows, as no pressure can be applied due to the angle of the windows. To clean them properly we always recommend that you spin the Velux over and clean them from the inside.
You came to clean my windows but didn’t clean my conservatory roof?
Conservatory roofs are booked as a separate job and are not included in your normal window cleaning price. You can obtain a quote and/or book a conservatory roof clean by emailing us. Most customers have this done once or twice a year.
Why have you left my glass wet?
We use pure filtered & deionised water to clean your windows. This involves the use of a carbon fibre telescopic pole, a soft brush and 100% pure water which we have filtered through a filtration process. We remove the dirt from your windows with a purpose made window cleaning brush then rinse the glass. The pure water is left on the windows and will dry naturally.
Can you clean the windows above my conservatory or extension?
Yes, we can normally clean hard to reach windows safely from the ground. If we can see the window, we can normally clean it. If your conservatory or extension is long this might restrict access to certain windows.
Do you clean internal windows?
Sorry but we don’t clean internal windows.
Do you clean garage doors?
Yes, if you want to add the cleaning of your garage door and frame just let us know. We charge £2.00 per single garage door or £4.00 for a double garage door.
Do you clean the window sills and frames?
Yes, on every visit we clean glass, frames, sills & doors. Please note – There is always a chance of water and particles of dirt running out from the gap between the window and the sill after we have left your property. This doesn’t mean we haven’t cleaned your sills. Over time the dirt trapped between the window and the sill will be washed out.
Do you clean soffit boards and fascia’s?
Yes, but this is an extra service which is chargeable depending on the size of property and work involved. Feel free to request a quotation by email. If you could email a photo of front and back of house, this would be helpful.
Do you clean guttering
Yes, we clear guttering although this is an extra service which is chargeable depending on the length of guttering etc. Feel free to request a quotation by email.
Is there a contract and what is the frequency that you clean my windows?
The Good Window Cleaner will specifically ask you to state clearly if the window cleaning service requested is intended as a “one off clean” or a regular 4 or 8 weekly clean, depending on availability.
If a regular 4 or 8 weekly clean it will be reasonably assumed that a verbal maintenance contract has been initiated and we will attend and clean your windows and invoice accordingly, until we receive written notice (by email) to the contrary.
Although we will schedule 4 or 8 weekly visits depending on availability for our domestic customers, this is a guide as this can be subject to change due to holidays, illness, extreme weather conditions, public holidays, etc, meaning it is not always possible to supply or attend on specific dates .
You will only be invoiced after we have cleaned your windows.
You will always receive notification by email/text within 24 hours prior to a visit.
At the end of each year, we optimise our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.
Do you clean windows the old-fashioned way?
We only clean windows using a water fed pole and without ladders because we believe it gives better results overall and is much safer for our operatives.
What time will you arrive?
We don’t offer appointments as such but will give a approximate time of arrival for regular window cleaning. Just leave your gate unlocked for the day. We can clean windows from 8:30 to 6.00pm depending on the season.
Do you come on the same day and at the same time?
No, your window clean can fall on any day of the week between the hours of 8:30 – 6pm, depending on the season.
Do you clean houses with no gate for rear access?
If you have no gate or rear access, we can still offer our window cleaning services to the front of the property.
I have a dog, Is that a problem?
We love dogs of all shapes and sizes but realise some may get anxious, over-protective and agitated when unfamiliar visitors arrive to work on their property. If that’s likely to be the case, we politely request that you ensure they are indoors and don’t have the freedom of running around the garden. The last thing we want is them bolting out of the property or taking chunks out of us.
Do you do “one off” window cleans?
Yes, we do a “One Off” window clean. Advance payment is required by bank transfer. Please email for a quotation advising number of windows and supplying pictures front and rear and confirming any parking restrictions or access issues etc.
Do you have liability insurance?
Yes, we have public liability insurance up to £5 million.
Why are there spots on my window?
Ordinarily the purified water cleaning method will give a bright, shiny, and totally spot free finish every clean. However sometimes, particularly on first cleans, you may experience an unusual build-up of soap residues from previous traditional cleaning methods. You might experience the rubber sealing gaskets on your windows have perished with age, trapping the dirt in the cracks which could potentially drip onto the glass after we have left. Old paint and UPVC can also become degraded by sunlight, which can subsequently leak onto your glass or dirt could drip from your vents. This doesn’t happen often, however if you find yourself in this category, it may be that it will take us 1 or 2 cleans using our pure water to achieve perfect results.
Why have you not cleaned my front door?
If your door is an original wooden door with no threshold or weather strip at the bottom, we will wipe down your door with a damp cloth. We do this so pure water doesn’t run under your door. If your door is in poor repair, we may not clean it all.
Do you do deep cleans?
Unfortunately, not, our pure water cleaning system uses a soft brush to remove everyday dirt. It is not designed to remove cement, mortar, paint or silicone.
My windows are still dirty – You have missed a window. Do you offer a guarantee?
Yes, we offer a 48-hour guarantee with all our window cleaning. If you are not 100% satisfied, we will come back and check the windows and if we deem that they are still still dirty we will clean again without charge. Please email me within 48 hours of the clean. A call out fee of £10 may be applied if we return to clean and we find it’s the inside of the windows that are dirty or the double-glazed unit has failed and the dirt is on the inside of the unit. Please note that there might always be one or two water spots left on the glass, this is the trade-off between quality and safety.
I believe that you have damaged my windows
Please refer to our “Terms & Conditions”