Terms & Conditions for domestic properties
Service scope and limitations
- Cleaning Method: we work from the ground using purified water and a water-fed pole system for exterior windows, including frames, sills, and doors.
- Excluded Stains: Note that the method might not remove builder’s residue (like concrete, plaster, paint), stickers, adhesives, or staining from chemicals or rust.
- Drying Process: windows are left wet and dry naturally without squeegeeing, avoiding streaks.
- Limitations: Our method may not be suitable for all window types, please advise us if you have any windows that fall out of the standard double-glazed windows. For example, older windows, fragile glazing, non UPVC frames and aged leaded light windows.
- Initial Cleans: heavy soiling or residue from previous cleaning methods might require several cleans to achieve optimal results.
- Work is always carried out from the ground wherever possible.
- Interior Cleaning: interior cleaning is a separate service and is cleaned by hand using a traditional squeegee method.
- Gutter Clearing: we work from the ground using an industrial gutter vacuum to remove the debris from the horizontal gutters. We do not clear downpipes and are unable to clear any areas where gutter guards are present.
2. Scheduling and cancellations
- Frequency: we require a minimum of three scheduled cleans to secure the price quoted. If you choose to cancel before the three cleans, you may be liable to pay the full amount of the scheduled cleans.
- Any cleans outside of the schedule cleaning of, 6, 8 or 12 weeks will be charged at our one-of prices.
- Days: Our cleaners work Mon-Fri between 7:15 and 5pm. We are unable to be day or time specific, requests can be made but please be advised that these may not be able to be accommodated.
- Flexibility: unforeseen circumstances like weather or staff sickness might necessitate rescheduling.
- Weather: We work in most weathers with the exception to below freezing temperatures, thunder and lightning, high winds and extreme heat.
- Cancellation Policy: to cancel your services, please contact our office via phone or email. If the service has been cancelled prior to the third scheduled clean you may be subject to full payment of the 3 cleans.
- Minimum Cleans: we require a minimum of three cleans for new customers signing up for regular services.
- Cleaning Notification: you will receive a text message/phone call the day before to confirm our attendance for your clean. You can respond to the text message if you need to reschedule the clean for a different day.
3. Access and property conditions
- Client Responsibility: we require clear and safe access to windows, gates, and pathways.
- Obstructions: any items obstructing access (garden furniture, etc.) should be removed by the client, and the cleaner may be unable to clean certain windows if access is restricted.
- Unsafe Conditions: work may be paused or rescheduled if unsafe working conditions are encountered (e.g., overgrown gardens, animal waste).
- Access Limitations: we require parking close to your property to be able to clean. If any windows are unable to be accessed due to either power lines, access angles etc we will notify you.
4. Damages and complaints
- Limited Liability: we do not accept liability for damages caused by pre-existing structural defects (e.g., ill-fitting windows, rotting frames and aged leaded light windows).
- Scratching: Our brushes are specifically designed to avoid scratching glass.
- Damages: accidents can occur and if we have damaged anything at your property, we will contact you. If you feel that we have caused damage to your property, please contact us providing evidence from before and after the cleaning took place.
- Complaints Procedure: we offer a 100% satisfaction guarantee and if you have any issues with any of the cleaning, please contact us within 48 hours. We will return to reclean any areas that we have missed or have still got any marks.
5. Payments
- Payment Methods: we accept bank transfer, card payments and direct debit
- Payment due date: payment is required within 24 hours of the clean
- Invoices: invoices are not issued to domestic customers unless requested.
- Late Payments: payments are expected within 48 hours, if payments have not been made in full after 14 days, the details of the customer may be passed onto a debt collection agency to recover the cost. An additional cost may be added to the debt to cover the collection costs
6. Insurance and safety
- Public Liability Insurance: we hold the appropriate insurance coverage, and this is available upon request
- Health and Safety: our team must adhere to safety regulations and have the right to refuse work that is deemed unsafe.
7. Data protection and confidentiality
- Data Handling: client information is collected and stored, in compliance with GDPR.
- Privacy: personal details are kept confidential and not shared with third parties.
8. Important considerations
- Ensure clear communication with the company regarding any concerns or unique circumstances related to your property.
- Understand that certain factors like weather, previous cleaning methods, or specific types of stains might affect the outcome of the cleaning.
- By accepting a quote, you are agreeing to the provided terms and conditions.
Contact details for all enquiries 01252 834238 or info@abacuswindowcleaning.com