Terms and Conditions of SR Window Cleaning
By using our services, you agree to the following terms and conditions of business.
Our Initial Visit
On your first initial clean, we charge double the price of your regular window clean. This is mandatory as it allows us to carry out a deeper clean to bring the windows, doors, frames and sills up to a suitable standard that we can maintain going forward.
From the date your Direct Debit is activated, we aim to complete your initial clean within one week where possible.
What Can I Expect
Our pure water cleaning system is very effective at removing general dirt from your windows. However, if you have builder’s residue (e.g. plaster, concrete, K-rend, paint etc.), stickers or adhesive, staining/discolouration on windows or frames from chemicals or rust, or UV bleaching of frames, pure water may not be effective at removing these.
Please notify us of any such issues when we contact you to arrange your initial clean.
How Often Will We Visit
We offer the choice of 4 or 8 weekly visits. We ask for some flexibility on time scales due to weather conditions and staff holidays.
After your initial clean, you will be added to our regular round for your area. Depending on scheduling, your next visit may take place 1–2 weeks outside of your chosen frequency.
From your second clean onwards, visits will consistently follow your agreed 4 or 8 week schedule.
Weather
We provide a regular and reliable year-round service and do not postpone cleans due to light rain, as purified water is not affected by rain.
Unless there is high wind, severe weather warnings, or conditions that are unsafe for our team, we will continue with scheduled cleans.
If we need to reschedule due to unsafe conditions, we will notify you and arrange an alternative visit date.
We reserve the right to alter the day of your clean where necessary.
Accessibility
Please ensure that access around the property is clear of debris and animal excrement.
If access is obstructed, our team may take photographic evidence to show why certain areas could not be cleaned. We may complete only the accessible areas (such as front windows) and reserve the right to take full payment.
Customers must ensure gates are unlocked and any pets are secured to allow safe access.
Turning Us Away
We aim to provide a reliable service and ask customers to be equally reliable.
We reserve time in our schedule specifically for your property. If our team is turned away at the door, refused access, or the clean is cancelled on the day, we reserve the right to charge the full price of the scheduled clean and/or cancel ongoing services.
We also reserve the right to charge the full price if access has not been made available on the scheduled day.
Ending Our Services
If you wish to cancel our services, you may do so at any time by contacting our office by telephone on 01704 443379 or by email at shane@srwindowcleaning.co.uk.
Please note cancellations made directly to our team on the day are not accepted. Our team will direct you to contact the office.
Cancelling your GoCardless Direct Debit does not constitute cancelling the service. GoCardless is a payment method only.
By using our services, you agree to a minimum of 3 cleans. If cancelling before 3 cleans have taken place, the remaining cleans will still be payable.
Complaints
We always aim to provide the highest possible standard of service.
If for any reason you are not completely satisfied, you must contact us within 24 hours of the clean being completed.
We will return on the next working day to re-clean the affected areas free of charge.
Complaints made after 24 hours may not be eligible for a re-clean.
We operate a no refund policy. We will rectify any work you are unhappy with free of charge, provided we are informed within 24 hours.
Payments
Customers joining our 4 or 8 weekly rounds are required to pay via our Direct Debit system GoCardless, which can be set up on our “GoCardless Setup” page.
Payments are automatically collected 5 days after each clean.
Customers booking one-off services such as gutter clearing, uPVC cleaning, conservatory roof cleaning, jet washing etc., who are not regular window cleaning customers, are required to pay via cash or bank transfer on the same day the job is completed.
Existing window cleaning customers may have one-off service payments collected via their Direct Debit.
Confidentiality
All customer information is stored securely and treated as confidential. We do not share customer information with third parties unless required to do so by law or where necessary to provide our services.
We process personal data in accordance with applicable data protection legislation.
Additional Terms
Liability
We take all reasonable care when providing our services. However, we cannot be held responsible for any damage caused by pre-existing faults or weaknesses in glass, frames, seals, trims, or surrounding areas.
Cleaning may highlight existing issues such as failed window seals, oxidised frames, cracked glass, loose fittings, or deteriorated materials.
We are not responsible for damage caused where these conditions already exist.
Results Disclaimer
While we aim to achieve the best possible results, some marks or staining may be permanent.
These may include hard water staining, oxidisation, chemical staining, UV damage, or staining within failed double glazing units.
We do not guarantee the removal of all marks.
Condition of Property
Customers are responsible for informing us of any known damage, loose fittings, fragile materials, or problem areas prior to cleaning.
We cannot be held responsible for damage where such issues have not been disclosed.
Health and Safety
We reserve the right to refuse or stop work where conditions are unsafe.
This includes aggressive animals, unsafe access, structural hazards, or severe weather conditions.
Price Changes
We reserve the right to review and adjust prices where property condition changes, access requirements differ, or additional work is required.
Customers will always be notified of any price changes in advance.
Failed or Late Payments
If a payment fails, we reserve the right to suspend services until payment has been successfully received.
Any charges incurred as a result of failed payments may be passed on to the customer.
Photographic Evidence
We may take photographs of the property for record keeping, proof of completion, or to demonstrate access issues.
Photographs will not be used for marketing purposes without permission.
Scope of Service
Our standard window cleaning service includes external glass, frames, and sills unless otherwise agreed.
Internal cleaning, conservatory roofs, skylights, gutters, fascias, soffits, or other services are not included unless specifically requested.
Events Beyond Our Control
We are not liable for delays or inability to provide services due to events beyond our control, including severe weather, illness, vehicle breakdown, or other unforeseen circumstances.
