Terms and Conditions for domestic clients
By using our service you agree to our terms and conditions of business.
1.1 How often will we visit
With residential window cleaning, we offer the choice of four or eight weekly visits. We ask for some flexibility on time scales due to poor weather and other factors of a week either side of the time due.
1.2 Bad Weather
We will always clean in the rain. This does not affect the end result. The only time the weather will stop window cleaning is in severe cold, when it is likely our equipment will freeze.
1.3 Turning us away
We will try to be as reliable as we can for you, but we also appreciate the customer being reliable. We will make time and space in our schedule available for you. On the day before the clean it is too late for us to replace your clean with another. We reserve the right if turning our team away the night before or cancelling with our office, to charge you extra on the following clean; due to the windows being more dirty. For repeat cancellations we reserve the right to cancel any ongoing service with us.
1.4 Ending our services
If for one reason or another you should wish to cancel our services you have the right to do so at any time. This can be done by telephone on 0330 133 1795 or by email to [email protected]
1.5 Complaints procedure
With all of our work, we operate “a no questions asked guarantee”. If for any reason you are not satisfied with our work, you must contact us within 24 hours of the clean. We will then return the next opportunity to re clean your windows free of charge. Please note that complaints made after 24 hours may not be re cleaned.
All customer information is kept on a confidential database and is not discussed or shared with any individual or company, as is required under the terms and conditions of the data protection act.
All payments must be made in full within 14 days of the clean date. Our preferred method is by direct debit. If payments have not been made in full after 14 days, a £10 administration charge will be added. For payments not received within 30 days, we may pass the details of the customer to a debt collection agency to recover on our behalf. An additional £30 will be added to the debt at the point of handing over to cover collection costs. Accepted payment methods are:
2.1 Reach and Wash Window Cleaning and health and safety legislation
We will be using the reach and wash system provided by Bladeright to access and clean all of your windows. This method uses only purified tap water and no chemicals or detergents making it 100% safe for people, plants, pet’s, children and the environment it is used in. The water is purified by Spotless Water Ltd, and transported with us in our vans. We will arrive with all the equipment we need to carry out this work. Our purified water is pumped from the van along hose lines and up telescopic poles, which we use to scrub dirt from your frames, sills and glass. All we ask is that access around your property is available and that all your windows and doors are closed. Once cleaned, surfaces are left to dry naturally as is normal in this method, because the water is so pure it dries leaving no marks at all. We are able to clean to a height of 4stories or 45feet.. Generally we are only able to clean along a clear line of sight, some angles or high recessed surfaces may not be possible to clean. We also use this method to clean conservatory roofs, fascia's and soffits. The reason reach and wash window cleaning is used is so that we are compliant with the EU working at height directive 2005, which states: “work should not be carried out at height if there is a safer and reasonably practical alternative “. This means the only time it is appropriate for us to carry out our work at height, would be when accessing a flat roof of an extension for example. Where it is not possible to reach over a flat roof with one of our poles, we will gain access to any windows above the extension using a ladder.
2.2 Traditional window cleaning
Sometimes, it is still appropriate to use traditional methods in modern day window cleaning. If insides are required, we will scrub your window with a soapy applicator and remove the soapy water with a squeegee, any subsequent smears will be wiped away with a specialist glass cloth.. If we do clean your windows inside we ask that you to clear windowsills and obstructive furniture so we can continue with our work efficiently and safely. We will use disposable shoe covers when working inside your property.
2.3 Gutter Clearing with industrial Vacuum
By using a vacuum we are able to clear your gutters from the ground and reach difficult angles and heights that a ladder can not. We will use a powerful wet and dry vacuum, which reaches, from the ground. All the waste is sucked out of the gutters and into the machine. When we have finished the waste is taken away with us. Sometimes it is necessary to use a ladder to assist with clearing gutters.
Our company and public liability insurance is arranged through “Hiscox Ltd” Specialising in insuring window cleaners, our level of cover for public liability is £1 million.
2.5 Text message before appointments
You may wish to be contacted each time the day before we come for access or other reasons. We will text alert you the working day before we are due. In the case that we send a reminder message and the back gate is not left unlocked, only the windows at the front of your property will be cleaned. We are not permitted to climb over locked gates. Sparkle Exterior Cleaning Specialists Limited reserve the right to charge the full clean price when we arrive at a property to find the back gate has not been left unlocked.