Sunshine Window Cleaning
Terms and Conditions
By booking or using our services you accept our terms and conditions of trading. We have set up these terms and conditions so we can provide our customers with the best possible service and to inform customers how we operate.
So hopefully this will answer any questions you may have, but if not, please do not hesitate to contact us to discuss further.
We work to a 4 or 8 weekly schedule (alternative schedules are available for commercial customers) all year round and expect us not to return before your selected cleaning schedule.
We are happy to supply a schedule of visit dates for our customers, however this is a guide indicating the week commencement date when we plan to visit, we cannot be held to a specific date or time. With such factors as public holidays, extreme weather, operator holidays etc, it is not always possible to supply an exact date.
At Sunshine Window Cleaning we will clean your windows in most weather conditions to enable us to provide a regular and reliable service to our customers. We use the Reach and Wash pure water system which works extremely well in all weather conditions, therefore, weather conditions are not an acceptable reason for postponing our services. The quality of your window clean will not be affected by rain or poor weather conditions so the results will always be the same.
If the weather conditions are extreme and we feel there will be a health and safety risk or a negative result to your clean we will aim to come at the next available time.
Should we be unable to access any part of your property/premises due to locked gates etc. we will only clean the accessible areas.
If we deem it safe to do so our operators will from time to time will gain access to your property by unlocking your access gate. If you do not wish us to do this please contact us via email so we can keep your preference on our records. We will endeavour to clean all windows, but if we deem any windows to be inaccessible or unsafe to clean, we will not clean them.
Due to insurance liabilities we will be unable to move obstacles such as but not exclusive to: flowerpots, garden furniture etc. If these or any other items restrict access to an area of your property we will be unable to clean it. We may be unable to return to clean the restricted area until the next scheduled clean date. To avoid this, please ensure safe access is available on the clean date.
Turning our operator away on day of clean
We work hard to be as reliable as possible for our customers so we appreciate the customer being reliable too.
We reserve the right to charge you the full price if you turn our operators away or cancel with the office on the day of the clean as it is too late for us to replace your clean with another. 1 week before your scheduled clean is required to cancel or reschedule.
Guaranteed Service and complaints
We aim to provide our customers with the best possible service and all our work is 100% guaranteed. If for any reason you are not happy with the quality of your clean please contact us within 48 hours and we will return to re-clean the affected area without charge.
Please note that complaints received after 48 hours may not be re-cleaned. If we feel that the windows have been affected after we cleaned a charge maybe incurred.
Health and Safety
Health and Safety is of paramount importance to us, therefore, if we deem any conditions to be unfit or hazardous we will not continue until working conditions are improved and a charge may be incurred.
If we need to enter your neighbour’s property/premises to clean your windows please confirm in writing that you have their permission. Method Statements and Risk Assessments are available.
Ending our service
If you decide to cancel our services please can you notify us by telephone on 0203 4883658 or by email to firstname.lastname@example.org.
We require a minimum of 1 weeks notice before the next clean due date otherwise we reserve the right to charge the full price of the clean. A cancellation charge of £30.00 will be payable if you cancel our service before a third clean has taken place (this does not include agreed one-off cleans).
We are fully insured with Public Liability up to the value of £5 million which is covered by a insurance company for commercial and residential window cleaning companies.
Sunshine Window Cleaning will not be held responsible for any damage done to your property/premises prior to our cleaning. We will inform you where possible of such damage prior to commencing. We do not accept liability for damage caused by defects on property/premises.
Please note that we review our prices annually and if your property rises will contact you via email 4 weeks before the new price is in effect if accepted.
You are required to pay within 14 days of the cleaning date. Whether you choose to pay on the day by cash or card or choose to make a payment by Bank transfer.
If non payment exceeds 30 days Sunshine Window Cleaning reserve the right to suspend your cleaning. If we then fail to receive monies owed within 90 days, we will pass on your details to a collection agency to recover the debt, you will then be liable for all related charges, collection agency fees and court related fees.
We charge the full price per visit. If you’ve forgotten to open your gate, been on holiday or have building works going on, Sunshine Window Cleaning reserve the right to charge you full price unless you have informed us via email at a minimum of 1 weeks notice before the next clean due date.
48 Hour Guarantee
After we have cleaned your windows the cleaner will leave a “Windows Cleaned Today” card. This card outlines our 48 hour guarantee. Sunshine Window Cleaning offer a 48 hour guarantee against any work carried out. If you are not 100% satisfied we will come back and re-clean for free. To qualify for a free reclean you must contact us within the 48 hour time period. To report a problem with your clean please drop us an email and we will book a re-visit as soon as possible. A call out charge will be applied if we return to clean and we find it’s the inside of the windows that are dirty or the double glazed unit has failed and the dirt is on the inside of the unit.
Achieving optimum cleaning results may require a few cleans. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading and heavily soiled frames, however in most cases, this will cease after a couple of cleans, once the dirt is removed fully from the frame areas.
Our window cleaners do not accept liability for damage caused by decorative or structural defects at your property, such as, but not limited to, ill-fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose stuck on lead, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc.
Our window cleaners accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed our brushes will not damage them in any way. If they do become loose or fall off it’s because the adhesive is not bonding correctly with the glass. This is because over time the double sided tape used to stick the bars to your glass loses its adhesion.
Scratched window sills: Over time your upvc window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most effected. When we are cleaning your windows our brush head which is made from soft plastic with nylon bristles may remove some of the oxidation. This may look like scratches but in fact it’s just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to “as new” condition.
Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic head stock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush. If you feel that we have caused damage to your glass we will bring over a brush and ask if you can scratch the glass again. If you succeed we will pay to replace the glass.
Cracked glass: We do not clean windows that have broken/cracked panes as water may seep through or the glass may fall into the property.
If we are asked to bring our water hoses through the main part of your property (through garage is ok) we are happy to do so but accept no liability to damage to the property.
Right To Refuse Work
Sunshine Window Cleaning reserve the right to refuse certain work/jobs even if we have taken payment in advance from you for the service to be carried out. The advance payment does not constitute a verbal or written contract between us. If we refuse the work/job on sight a full refund of any monies will be paid.
Traditional method, Squeegees and Ladder
Very occasionally, it may be appropriate to use traditional methods. Sometimes, we need to access low-level flat roofs in order to carry out work.
We will use a ladder to gain this access on agreement.