Terms and Conditions

By using our service, you agree to our terms and conditions of business

1.0 Initial visit
For your first clean only, there is a one-off charge to cover the additional time taken on the initial clean; this varies with house size and frequency of ongoing cleans; this will be explained when signing up.

1.1 What can I expect
Our pure water cleaning system is very effective at cleaning general dirt from your windows; if you have builders’ residue (e.g. plaster, concrete and paint, etc.), stickers or adhesive, staining/discolouration on windows or frames from chemicals or rust and UV bleaching of frames on your windows, pure water will not be effective at removing these, please notify us when we call to arrange your first clean.

1.2 How often will we visit
We offer the choice of every 8 or 12 weekly visits. We ask for some flexibility on time scales due to rain and other factors of a week on either side of the time due.

1.3 Bad Weather
We will always try not to clean your windows in the rain. However, we do still work in light rain or short showers. Our promise to you is that the results will still be the same. If the rain is heavy, we will not clean your windows. Your cleaning will carry over to the next working day.

1.4 Turning us away

We will try to be as reliable as possible, but we also appreciate the customer’s reliability. We will make time and space in our schedule for you. On the day of the cleaning, it is too late for us to replace your cleaning with another. We reserve the right if turning our team away at the door or cancelling on the day with our office, to charge you the full price expected and/or cancel any ongoing service with us. We also reserve the right to charge the full price expected if access on the day has not been made available by the customer; we will clean only the windows in front of the house.

1.5 Ending our services
If you wish to cancel our services for one reason or another, you have the right to do so at any time. This can be done by telephone at 07850688013 or by email to info@acquawindowcleaning.com

However, we do not offer one-off window cleans; by using our services, you agree to a minimum of 3 cleans. If cancelling before three cleans have taken place, the remaining cleans will be payable.

1.6 Complaints procedure


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 cleaning. We will then return the next working day to re-clean your windows for free. Please note that complaints made after 24 hours may not be re-cleaned. 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.

1.7 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.

1.8 Payments

Customers joining our 8 or 12 weekly rounds are required to pay via our direct debit system Gocardless which can be set up on our payments page. Payments are then automatically collected 5 days after each clean.
Customers booking one of the services, such as gutter clearing, who are not joining our regular rounds are required to pay by the link provided with the invoice.

How we work

The night before we clean:

  • We text & email you a reminder.

  • If necessary, you unlock the side gates, etc.

  • If you need an appointment time, let us know.

The day of cleaning:

  • All frames, sills, glass and doors will be cleaned.

  • We make final checks.

  • We shut the gates on the exit.

  • All work is guaranteed.

Payment:

  • We send invoices by email and text.

  • Pay by card or the simple GoCardless system.

Your next clean:

  • This is automatically scheduled.