By using our service you agree to our terms and conditions of business
1.1 What you can expect
Our purified water cleaning system is very effective at cleaning general dirt, bird poop, moss etc, from your windows. We will always clean away what we safely can, our first cleans are especially intensive, but if you have builders residue (e.g. plaster, concrete and paint etc.) stickers or adhesive, ingrained dirt, staining/discolouration from chemicals, rust or UV bleaching of windows or frames, purified water will not be effective at removing these. Please note we don't clean stone sills and we cannot clean any parts of windows behind bars, Juliet balconies for example.
1.2 Our schedule
We aim to clean all of our rounds on a 4 weekly schedule (unless agreed otherwise) but we do ask for some flexibility on time scales, mainly due to the beautiful British weather. We can sometimes get a little behind schedule.
1.3 Bad weather
We avoid working in the rain where we can, we don't like getting wet! You'll never see us in torrential rain or hurricane windows, however, we do still work in light rain or short showers. Our promise to you is that the final results will still be the same once dry.
1.4 Good weather
When it's warm we see a lot of open windows. If they're open outwards, we can usually push or tap them closed with our poles if they're not too stiff. If they're open inwards, we're very limited to what we can do. Any open velux/skylight windows won't be able to be cleaned. We will always do what we safely can but reserve the right to miss any wide open windows if we deem it risky to either your property or our equipment.
1.5 Access and gates
If you require a reminder text the night before we come so you can unlock any gates etc just let us know. If we are unable to access any part of your property we will only clean the accessible areas such as the front & sides. Depending on what is accessible will usually charge around 70% of the full clean price, with a minimum of £10, if full access isn't made available but we reserve the right to charge full price if it becomes a regular occurrence.
1.6 Insurance and damages
We are covered by £5million public liability insurance. We take great care in our work but cannot be held liable 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.
1.7 Payment failures
We ask all new customers sign up on our direct debit system, through GoCardless, which automatically takes payment 3-5 days after we have carried out works. We pay GoCardless a transaction fee per payment that we absorb as part of our running costs but GoCardless still charge us the same fee for failed payments, usually due to insufficient funds. We understand the odd payment failing every now and then, it's fine! We're reasonable people and know these things can happen. When a payment fails we our system will retry again 3-5 days later. If your payment fails more than once we reserve the right to charge an admin fee of £1 per failed payment to cover our costs.
1.8 Ending our services
Cancelling your direct debit at your bank does not automatically cancel your window cleaning. If you wish to cancel our services you have the right to do so at any time. This can be done by telephone/text on 07943875499 or by email to info@purecleanyorkshire.co.uk.
However, we do not offer one off window cleans, by using our services you agree to a minimum of 3 cleans. If cancelling before 3 cleans have taken place the remaining cleans will be payable.
1.9 Complaints procedure
Keeping customers happy is our main priority! We will always try to provide you with the best possible service every time we clean your windows. 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 on either the same or the next working day to re clean your windows for free. Please note we operate a no refund policy, we will rectify work you are not happy with free of charge provided we are informed within 24 hours of the clean date.
2.0 Email Communications
We may email you from time to time to inform you of any changes to our service or with offers we are promoting. If you do not wish to receive these emails simply click on the "unsubscribe" button at the bottom of the email or email us at info@purecleanyorkshire.co.uk and ask to be removed.
2.1 Confidentiality
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.