Terms and conditions of business.

Your details.

You must keep us updated should you change your email address, phone number or update bankcards. Please tell us if you plan to move home. This can be done by messaging us through your customer account, telephoning 0800 999 5003 or emailing info@mywindowclean.com.

First clean date.

The quote for a regular window clean will always have an additional charge on the first clean. It’s not much but you will see this reflected in the online quoting system or if the quote is given over the phone you will be told what that small cost is.Its usually a few quid extra.

What is not included in a regular window clean?

The window cleaning service does not include scraping stickers, egg, and concrete or impact debris like plaster. This will be a clean that is subject to additional costs. Please let the office know.

Similarly the service does not include removing stains, discolouration or rust marks. Please inform the office if you would like us to take a look at that for you.

Your next clean date.

The next clean date showing in your account is subject to a flexible change either side of the date due to bank holidays, staff holidays or weekends. It can change because of weather or anything else out of our control. The system will always let you know of any changes and you can always see the date in your account. We will endeavour to keep to the due date.

Bad weather.

We will clean in light rain and in between showers. We also offer a rain guarantee. If there is anything not right with your windows after the clean we will be more than happy to return and sort them for you.
If the rain is too heavy to work in we will not clean your windows. Our system will move your job to the next available day – you will be notified and the date will be visible in your account.
We will also avoid window cleaning during gales or snow and ice.

Refusing a service on the day and allowing access to service.

We try to attend your property in or around the due dates displayed in your account. You will always be notified the day before. And you will always know what time approximately we will arrive at your door.
If we are turned away by you on the day/arrival, we reserve the right to charge you the full amount since it is too late to replace the booking. This includes cancelling the service on the day scheduled to clean. We also reserve the right to charge full price if access has not been made available by you the customer and we can only clean the front, for example.

Holidays.

You must let us know if you are going to be away if it falls on a scheduled clean. You can get your next due date from your account or by calling the office. We reserve the right to charge full cost if you have not told us that you will be away and unable to grant access for service.

Missing out

Occasionally you may feel the need to skip service. We will notify you of your service date during the day before. As long as we have received communication from you before 2pm the day before we will not charge for the clean because we can add another customer to replace the clean. After this time it is too late to schedule another customer in your place. We reserve the right to charge.

Ending the cleaning services.

We are realistic in that people cancel for varied reasons. You can do this at anytime this can be done through the messaging system in your account or on the app or by calling 0800 999 5003. Or send an email to info@mywindowclean.com
By using our regular window cleaning service you agree to a minimum 3 cleans. If you wish to cancel before the 3 cleans, then the remaining cleans will be payable.

Complaints procedure.

You can star rate our team after every clean. You can let us know if there is a problem by leaving a comment in your account or on the app or by calling our hot line 0800 999 5003. If there is something wrong we want to fix it and learn from it, your customer satisfaction is at the core of what we do.
If there is something wrong you must let us know within 24 hours so that we can arrange to return and fix any issues. That would include returning the next day and ensuring that you are satisfied with any correction.
We do not have a refund policy but we are happy to correct any problems as long as we have been informed within the 24-hour period.

Paying.

Customers for window cleaning will sign up to our automated payment system; it will take payment on completion of the work. Jobs such as soffit and fascia cleans, gutter clear outs and conservatory roof cleaning or one off window cleaning will need card details during the quoting system in order to book in the works.
Dates will be recommended for you to choose from. Payment will be made on completion of the work.

Cash.

We are not a cash business. This protects you, our staff and our business. A digital record is always accountable.
Our employees will not accept cash and all new works or extra work must go through the office.