FAQsThe following frequently asked questions form part of our terms of service and are the most queried. The full terms follow below and our legal/website conditions. You agree to accept to be bound by them when ordering our services.
How do I claim my free clean?
Just use the booking form and specify which frequency you require. Your 3rd clean will be free and credited automatically.
Do I need to be in?
You do not need to be in. The work we carry out is external and we can leave a bill. Please ensure we have access and if you have locked gates it may be useful for you to be added to our ‘Access Text’ service which lets you know by SMS the night before.
Can you provide a time when you will arrive?
We use a roundsman system for planning work via postcode and until jobs are planned the night before we do not know the schedule. However if you contact us on the day of the clean we can give an estimation of the arrival time.
How do I stop the service?
We do not contract customers, the roundsman service can simply be cancelled at any time. We ask for 7 days notice to stop service and the best way is to email and retain our reply confirming cancellation.
What if I have a complaint?
Let us know immediately please. If the matter is something we can resolve easily then we will do so informally. For instance if you have a particular window/s that is problematic we can give an extra rinse to stubborn parts to maintain a better finish. All information is noted on the job file for the operator to see, when we know about it we can do our best to solve it.
If it is more serious we will of course give you our official complaints procedure but wherever possible we want to keep you as a customer so will handle all issues with that in mind.
How do I pay?
You can pay the operator when he cleans or by bank transfer/cheque within 7 days. We will leave a bill with details how to pay if you are not in.
Why is is more expensive to clean less often.
A regular round helps us build efficiencies into planning and pass those savings to you. Also the longer the cleaning is left, the longer it takes.
Do you dry the windows?
No. The modern method of window cleaning is via pure water fed poles. The pertinent part being ‘Pure’. Tap water contains dissolved solids which when dried leaves spots and streaks.
Our water is put through sediment filters and carbon to remove chlorine, then reverse osmosis to remove most of the dissolved solids (particularly calcium) and finally a resin which makes the water 100% pure.
Because the water is pure it dries with no residue. The same water is used on the glass to create sealed unit double glazing, to make sure they are immaculately clean before sealing.
The benefit of this is Health and Safety compliance. We do not require ladders.
Does the clean quality get better with time?
Yes. Previous detergents leave residue and this can take some time to get on top of. Also vents can drip dirty water after we have left or frames can release ingrained dirt. Some spots and streaks may occur within the first cleans but let us know and we can source the problematic areas and get to grips with them.
Do you clean the sills and doors?
Yes we clean the frames, sills and of course glass each time. Provided your doors are suitable we also clean them.
Do you clean the conservatory and roof?
Yes we clean the conservatory windows and our price lists the extra cost. Conservatory roofs should be cleaned once or twice a year and this is priced separately.
Do you do one off cleans?
Yes but we charge double the amount of our 8 weekly service. Our price list is compiled to appeal to those wanting a regular service. If you cancel your cleaning after the first clean we will amend the cost of clean to equal the one off price.
What if I am not in?
We will still clean but if access to the rear is not available we will clean the front and charge half. You can be added to our access text to know when to leave gates open.
This website is operated by Direct Franchise Management Services and the enquiries/bookings are passed direct to the local franchisee to deal with.
Difficult to reach windows
We clean whatever we can reach but difficult angles may make the quality compromised or in some cases impossible. Normally if you can directly point to the area and imagine we have a pole that extends that view, we can access it.
We cannot accept liability for poor maintenance or defect at your property. Our system and cleaning equipment are designed for purpose and do not cause damage, the brushes for instance were designed originally for car washing and do not scratch.
Unfortunately cleaning does sometimes reveal hidden problems and blemishes from building works, mishap or just wear and tear. They can seem to stick out once an area is immaculate.
Where damage has been caused by accident, we will of course remedy immediately.
We clean all year and can do so in most conditions. Rain does not affect our work and will not postpone services. However please be sympathetic to realistic limitations, we will always do our best to be there.
Our frequencies are weekly so that a constant flow can be achieved. Monthly dates cannot be adhered to because weekends interfere. We do amend dates due to staffing issues, holidays, weather and demand. This may mean your schedule is moved a few days on occasion, a little shorter or longer than the allocated frequency. However the number of cleans in the year will equal the pro rata amount as per your booked frequency.
Realistic clean quality
Our purified water system is purpose built and gives superb results. However, a regular window clean is not a valeting or bring back to new service and some realism has to be taken into consideration. There may be a little spotting (drying marks) and we will note these if informed to give extra effort in stubborn areas.
We are always happy to return and carry out a ‘rectify’ clean if complaint is heard, however please be aware if this is in fact due to internal dirt or other factors beyond our control, there will be a charge. The normal schedule will always be resumed from the last correctly scheduled clean.
We are reliant upon technology and the SMS service is not guaranteed. Where possible we provide that advance notice to help efficiencies for us and to be courteous to you. However it sometimes does not work.
Our text message alert the night before is not an invitation to postpone work. The round has already been planned and we will visit. Any cancellations must be 7 days in advance. We apologise where a text is sent and indeed we do not show. Manpower issues or new work which is far more time consuming than estimated can mean we have to backlog work. This is a great disadvantage to us and we avoid wherever possible but ask your forgiveness and flexibility where required.
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