Terms and Conditions

Our Terms & Conditions

Our aim is to operate like a larger business but to serve our local customers with a good sense of personal service and care. This means we have procedures and systems in place to deliver an unmatched level of service to our customers.

By using our service you agree to our terms and conditions of business.

1.0 First clean

For your first clean only, there is a one off charge to cover the additional time taken on the initial clean, this varies with house size and period since previous cleans.

1.1 What can I expect

Our pure water cleaning system is very effective at cleaning general dirt from your windows. If you have builders residue (e.g. plaster, concrete and paint etc.) stickers or adhesive,  staining/discolouration on windows or frames from chemicals or rust and UV bleaching of frames on your windows, pure water will not be effective at removing these. Please notify us prior to your first clean so we can discuss.

Regular Cleaning Periods

We offer the choice of every 4 or 8 weekly regular cleaning visits. We ask for some flexibility on time scales due to severe weather and other factors of a week either side of the time due.

First Clean Date

After your first clean, your next clean may be sooner or later than the quoted weekly clean period. This is to allow us to book your first clean for you as soon as possible. After that, your cleaning slot will be in your postcode route day and your cleans will be the agreed set period.

1.4 Bad Weather

The water fed pole system we use works in all kinds of weather - even in the rain, therefore our team work in most weather conditions. We do however ask for some flexibility on timescales due to severe weather conditions (1.2).

1.5 Turning us away
We will be as reliable as we can for you, but your cleaning period is your commitment to us. We will make time and space in our schedule for you. On the day before the clean it is too late for us to fill your reserved spot. We reserve the right, if turning our team away at the door or cancelling on the day prior with our office, to charge you the full price expected and/or cancel any ongoing service with us. We also reserve the right to charge the full price expected if access on the day has not been made available by the customer.

1.6 Ending our services

If you should wish to cancel our services you have the right to do so at any time. This can be done by telephone on 01603 364763 or by email to info@windowcleanerben.co.uk

However, when signing up to our regular maintenance cleans, you have agreed to a minimum of 3 cleans. If cancelling before 3 cleans have taken place the remaining cleans will be payable by you.

1.7 Complaints procedure

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, please contact us within 24 hours of the clean. We will then return as soon as possible to resolve the issue. Please note we operate a no refund policy, we will rectify work you are not happy with free of charge provided we are informed within 24 hours of the clean date.

Please be assured,  if you are unhappy with the quality of the clean we will return free of charge to resolve the issue. Just contact us here.

1.8 Confidentiality

All customer information is kept on a confidential database and is not discussed or shared with any individual or company, as is required under the terms and conditions of the Data Protection Act.

1.9 Payments

Our preferred method of payment is Gocardless. We also accept bank transfer, cash, or credit/debit card.

Payment will only be taken on invoice and is the easiest way for both parties. To setup Gocardless please click here.

We request that all invoices (regular cleans) are settled within a period of 7 days. Customers in debt will have their cleans put on hold until the balance is cleared. We use a third party debt recovery agency for aged outstanding payments.

Customers booking one off services are required to pay by bank transfer, credit / debit card in advance or at the time of the clean. If payment hasn’t been made, and nobody is home at the time of your clean, the clean will not go ahead.