Our Terms of Business

What To Expect

We use the water fed pole system which uses pure water to clean your windows, frames and sills from ground level. It will appear that your windows have been left wet and not dried off, however they will dry completely clear to leave a smear free finish.

Whilst the water fed pole system is highly efficient in removing general dirt from your windows, it may not effectively remove residue left by builders (plaster, concrete, paint, etc), stickers, adhesive, staining, discolouration, limescale, rust and UV damage to frames and sills. If you are concerned about any of these items, please advise us when signing up for your first clean. 

Initial Clean

When scheduling your first clean, there will be a one-off charge to account for the additional time required for the initial clean. This charge is a 50% surcharge on the regular price. We reserve the right to charge an additional fee if your windows are exceptionally dirty which our operative will discuss with you before carrying out the clean.

Frequency

We offer a regular window cleaning service on a 7-8 weekly basis. We request some flexibility with the scheduling of your window clean, as staff holidays, high winds, freezing conditions and other unforeseen circumstances that can affect our scheduling.

We cannot guarantee exact dates of future cleans due to Public Holidays, severe weather, staff holidays/illness. If required, we can offer the week commencing date of your next clean.

Rescheduling & Cancellations

We strive to provide a reliable and dependable service, and we ask you the customer to be reliable as well. We allocate the time and resources in our schedule for your clean.

You will receive a text reminder the day before your clean is due. This text reminder is to ensure you to provide us access to your property. If we will not be able to clean your windows (such as holiday, access issues or building works), please notify us and we will try to reschedule your clean to an alternative date. If you request to skip the clean without a valid reason, you will automatically be rescheduled to your next due date and no alternative dates will be provided.

Forecasted weather (e.g. predicted rain) is not an accepted reason for cancellation. We assess the weather conditions each day and will reschedule your clean if the weather is unsuitable to work in.

Any cancellations must be received by 7pm the day before the clean. If you have not notified us by 7pm, we reserve the right to clean your windows as scheduled.

Please be advised that the text reminder service number cannot be directly replied to. Please ensure you text the number specified on the text reminder no later than 7pm.

Frequent requests to skip window cleans may result in cancellation of your window cleaning service.

If you turn our operatives away at the door or cancel on the day of the clean without notifying us in advance, we reserve the right to charge the full price of your clean. If we are not able to gain access to your property (e.g. building works, scaffolding) and you have not notified us 7pm, we again reserve the right to charge the full price of your clean.

Please understand that it is not possible for us to replace your appointment with another customer at short notice.

Access & Safety

You will receive a text reminder the day before your clean is due. If we cannot gain access to part of your property due to locked gates, we will only clean the accessible areas (such as the front and sides). We cannot return to clean areas that were not able to be accessed. Please ensure we have your correct mobile number so that you can receive your text reminder.

If deemed safe to do so, our operatives may gain access to your property by unlocking your access gate. We will always ensure that is locked when leaving.

We always endeavour to clean all windows on your property. If our operatives deem any windows to be inaccessible or unsafe to clean, these will be skipped and the operative will notify you accordingly.

Due to insurance liabilities, we are not able to move obstacles, such as flowerpots, BBQ’s, garden furniture, etc. If items restrict access to a certain area of your property, we will be unable to clean the windows in that area.

Damages

Whitbread’s Window Cleaning do not accept liability for any damages caused at your property, such as, but not limited to, poor fitting windows/doors/gutters/fascias/soffits, window and conservatory trims, unsecure windows and doors, leaking seals, loose stuck on lead, stuck on decorative bars, rotting frames, flaking paint, open or broken trickle vents, Christmas decorations and lights.

Decorative bars can come loose and fall from the exterior of the glass, if not installed correctly or when the adhesive dries out causing them to become loose. Should these fall off during the window clean, our operatives will notify you.

The brushes we use are specifically designed for window cleaning, made from a soft plastic head with nylon bristles. There is therefore nothing on the brush that can scratch your windows and we therefore do not accept any liability for scratches

Inclement Weather

Whilst we make every effort to avoid cleaning your windows in the rain (we do live in England after all!), we can still perform our services during rain fall without compromising the results.

High winds, torrential rain and snow may affect our service and your window clean will be rescheduled accordingly.

By signing up to regular service, you agree to have your windows cleaned throughout the year. We do not accept requests to postpone services throughout the winter months.

Payments

The following payment options are available:

• Online BACS Payment
• Card Payment (either in person to the cleaner or via our website)
• Go Cardless Direct Debit
  
  

All payments via BACS or Card Payment must be made in full within 3 days of your clean. Your window cleaning service will be suspended until payment has been received. If payment has not been received within 28 days of the clean, we reserve the right to pass your details to a debt recovery agency.

Frequent late payment may result in your window cleaning service being cancelled.

For all payments via GoCardless, payment will be collected after each clean and will leave your bank account after 5-7 working days.

Complaints Procedure

We always strive to provide the best possible service. If for whatever reason you are not satisfied with your window clean, please contact us via our online contact form within 48 hours and we will come back and re-clean any unsatisfactory windows. Please note that complaints received after 48 hours may not be eligible for a re-clean. We operate on a no refund policy, however we are committed to rectifying any unsatisfactory work if notified within 48 hours.

Termination of Services

If you wish to terminate your window cleaning service, please email us, or submit a form on our website.

Text messages replies to the text reminder number will not be accepted as a form of cancellation.

Cancelling your GoCardless Direct Debit with your bank does not automatically cancel your window cleaning service.

Confidentiality

We understand the importance of privacy. All customer information is securely stored in a confidential database and will not be shared with any individual or company, as required by the Data Protection Act.