Terms and cancellations

Estimates and prices

• The calculator on our website gives an estimate based on the type of home and extras you choose. Asking for a quote is free and doesn't commit you to anything.
• We check every request and send you a confirmed price. If your home matches what you chose, the confirmed price is the estimate. If it's different, for example there are more windows than the type you chose would usually have, we explain why before we agree anything.
• A contract starts only when you accept the confirmed price and we confirm your booking.
• Prices are per visit and are the total you pay. We don't add booking, call-out or sign-up fees, or charges for any way of paying.
• If we find on the day that the work is different from what was agreed, we tell you the new price before we start. You can refuse it and pay nothing for that visit.
• If we want to change the price of regular cleans, we'll tell you at least 14 days before the first visit at the new price. You can stop instead, free of charge.

Visits and weather

We clean the outside of the windows, frames, sills and doors in your confirmed quote, at the interval you chose: every 4 weeks, every 8 weeks, or once.

We won't work when it's unsafe, for example in high wind, ice or lightning. If we have to postpone, we tell you and rearrange as soon as we reasonably can. There's no charge for a postponement, and if you've paid in advance you can choose a refund for that visit instead.

What we need from you

• Safe access to the windows in your quote, including unlocking side gates where needed.
• Pets kept inside or away from the areas we work in on the day.
• Telling us before a visit about anything that could make the work unsafe or cause damage, such as cracked glass, loose frames, failed seals or fragile items on sills.

If we can't reach some windows on the day, we clean the ones we can and charge only for the work done, or rearrange if you prefer.

Payment

Payment is due after the windows are cleaned. We accept cash or bank transfer. Direct Debit is coming soon, and we'll tell you when it's available. We'll give you a receipt or invoice if you ask.

Your right to cancel

Because you agree to our service online, by email, by phone or at your door, you have the right to cancel within 14 days without giving a reason. The 14 days start the day after we confirm your booking.

To cancel, tell us clearly by email, phone or post using the details at the bottom of this page. You don't need to use a form. You just need to tell us before the 14 days end.

If you want a clean within the 14 days

We won't start work during the 14 days unless you ask us to in writing. If you do, and then cancel within the 14 days, you pay only for work done up to the time you told us. Once we've fully completed the work you asked for, you can't cancel that work. We'll ask you to confirm you understand this before we start.

Refunds

If you've paid anything we need to refund, we refund it within 14 days of the day you told us you were cancelling, using the same payment method unless you agree otherwise. There's no fee for a refund.

Stopping regular cleans

There's no minimum term. After the first 14 days, you can still stop or pause regular cleans at any time by telling us before your next visit. There's no charge for stopping, and you only pay for cleans already done.

We may end a regular service by telling you at least 14 days before the next visit, or straight away if it becomes unsafe to work at your home or payment isn't made. You'll only ever pay for work already done.

If you're not happy with a clean

Tell us as soon as you can, ideally within a few days, so we can see the problem. We'll come back and clean the affected windows again for free. If we can't put it right within a reasonable time or without significant inconvenience to you, you're entitled to a price reduction, which can be up to a full refund for that visit.

Our responsibility

We carry out our work with reasonable care and skill. We're responsible for loss or damage you suffer that's a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We aren't responsible for faults that already existed before our visit, such as failed double glazing seals, existing cracks or rotten frames, unless our work made them worse.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

Complaints and law

If something has gone wrong, contact us using the details at the bottom of this page and we'll try to put it right. We aim to reply within 5 working days.

These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

If we change these terms, the date at the top changes. Changes don't apply to work already agreed unless you accept them. For regular cleans we'll tell you about a change at least 14 days before it applies, and you can stop instead, free of charge.