We believe in being open and transparent with all our customers.
By accepting our quotation or by using our services you agree to be bound by the terms & conditions of The Good Window Cleaner (TGWC Ltd).
1. Payment Terms
Due to the relatively low invoice amounts, we politely request that payment is made in full same day or no later than 2 days from the cleaning date. We accept payment by bank transfer or cash on the day of clean
If you are not present on the day of the clean, we request that you pay by bank transfer. Bank details can be found on the bottom of invoice that will be sent by email after we have completed the clean. Please ensure that full payment is made within 2 days of the clean or other services that we provide, to avoid a 15% late payment fee being applied. Thanks.
If non-payment exceeds 7days, The Good Window Cleaner will suspend your window cleaning and remove you from the round. If we then fail to receive monies owed including late fees within 30 days from clean date, we reserve the right to recover the debt through our debt collectiong agancy partner.
2. Weather
Our pure water fed system work in 99% of all weathers; therefore, weather conditions are not an acceptable reason for postponing or cancelling a scheduled 4 or 8 weekly appointment. As such we will clean your property in all weather conditions throughout the year, including rain and very low temperatures. There are occasions however where very heavy rain, high winds and deep snow can affect our services & schedule, meaning it will not be possible to carry out the clean. We would then reschedule the clean accordingly.
3. Ingress & Egress – Health and Safety
Prior to using our window cleaning or other services, we will ask you to confirm if there are any access issues or parking restrictions and discuss arrangements for gaining access to carry out our services safely if there is no one present or you are going on holiday etc.
On visiting your property to carry out the scheduled window cleaning or other service; Should we be unable to access any part of your property as agreed, due to locked gates, unattended dogs or any other issue affecting access, we will only clean accessible areas however the full normal window clean charge will still apply.
If we deem it safe to do so we will gain access to your property by unlocking your access gate. If you are not happy with this or become aware of any other access issue other than what was initially agreed, please notify us by email.
We will always endeavour to clean all windows, but if we deem any windows to be inaccessible, damaged, or unsafe to clean, we will not clean them and advise you accordingly. The full agreed window cleaning charge will however still apply.
As we are governed by health and safety requirements, we are not able to carry out any working practices that we deem unsafe. We do not use ladders for window cleaning or climb on or over fences, roofs, and garages or access your property via another person(s) property.
4. Insurance Liabilities
We are unable to move obstacles such as but not exclusive to flowerpots, garden furniture etc to carry out our window clean. If these or any other items restrict access to an area of your property, we will not be able to clean the window(s) affceted.. The normal window cleaning charge will however still be applied.
Our insurance does not allow us to bring our water hoses through the main part of your property (Unless a hard un carpeted floor (Not wood) or through your garage) or climb over fences. We do however offer a “front windows only” service for properties with no rear access.
We also do not allow our hoses to be laid across roads used by motor vehicles for obvious reasons.
5. Cleaning Frequencies
Prior to using our services, we 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.
Although we will schedule a minimum of 4 or 8 weekly visits 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. Please allow some flexibility. Thanks
You will be invoiced only after we have cleaned your windows or we have attended and were unable to clean your windows due to access issues mentioned in points 3 & 4 above or damage etc to a window as in point 5 below or you do not provide the requested cancellation notice as in point 8.
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.
6. Damages
We 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, fascia’s, 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. If we feel that there is damage, we reserve the right not to clean the window(s) concerned. The normal cleaning or quoted charge will however still apply
We 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 effected. 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 head stock 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.
7. 48 Hour Guarantee
We are pleased to offer a 48-hour guarantee. If you are not 100% satisfied with the window clean, we will come back and re-clean for free if we feel a reclean is required. To qualify for a free reclean you must contact us by email advising us of the issue within the 48-hour period of the last window clean. A call out charge of £15 to cover fuel and time may be applied if we return and find the problem is that the inside of the window is dirty or the double-glazed unit has failed, and the dirt is on the inside of the unit i.e the issue was not due to, or caused by the window clean itself.
Achieving optimum cleaning results may require a few cleans from your first clean with us. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading and heavily soiled frames, however in most cases, this will cease after a couple of cleans once the dirt is removed fully from the frame areas.
8. Cancellation of scheduled appointment.
As we are only cleaning your windows every 4 or 8 weeks, we are unable to accept cancellations except in exceptional circumstances.
If there are indeed exceptional circumstances please advise us by email asap so we can arrange another suitable date.
Although you will receive notification within 24 hours prior to us attending to complete your scheduled clean, we are unable to accept cancellations on receiving your appoinment reminder so your full cleaning charge will still apply. Unless we hear to the contrary we will always attend and the normal charge will apply.
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 not be commercially viable as we have a waiting list of customers.
Cancelling due to rain or bad weather .
Unfortunately rain would not be considered a reason to cancel your scheduled appointment as rain does not affect the quality of the window clean, unless in exceptionally bad weather which we will determine. If we 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.
Cancellation of our service
If you no longer wish to use our services, please ensure that 4 or 8 weeks’ notice (depending if you are on a 4 or 8 weekly cleaning schedule) is given. Pease advise us by email asap which will allow us to offer our service to another customer. Thanks
Right To Refuse Work
We reserve the right to refuse certain work/jobs even if we have taken payment in advance from you for the service to be carried out. The advance payment does not constitute a verbal or written contract between us. If we refuse the work/job on sight a full refund of any monies will be paid.
Email Communications
By using services, we may email you occasionally to inform you of various seasonal services/offers we are promoting. We will not pass on your details to any third party. If you do not wish to receive these emails, please email us with the following subject line: “Please remove me from your email “.
We reserve the right to amend these terms and conditions without notice.