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 is a 50% surcharge of your regular clean price.
1.05 What can I expect
Our hot 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, we can provide a quote for sorting out these issues.
Your windows will be left to dry naturally, and will be spotless when dry. We do not squeegee windows dry.
We offer a 48 hour guarantee against dirt. This includes if the windows do not dry spotless, a bird makes a mess or if a storm makes them dirty again. You must let us know within 48 hours of your clean if there are any issues. Windows are cleaned at the customer’s own risk. They must be structurally sound and be free from leaks. You must inform us of any defects prior to your service.
1.06 Velux windows and skylights
We will clean velux windows on extensions and roofs when accessible from the ground, the use of ladders may require an extra charge on top of our standard prices. Skylights/Glass pods on extension roofs are extra and a surcharge added on top to clean regularly.
We cannot guarentee the finish on velux windows due to the angle they are installed at. The more horizontal angle means dust in the air does accumulate on the glass much faster than regular house windows.
1.1 How often will we visit
We offer the choice of a visit every 2 or 3 months. We ask for some flexibility on time scales due to rain and other factors of a week either side of the time due.
1.15 What do we expect
On The Day Of Your Clean: Your gate must be left unlocked for access to the rear of your property. Full access must be available, we are unable to move obstacles such as plant pots and bins etc. We will not clean any windows that we decide are inaccessible or are unsafe on the day of your clean. If we cannot access any windows due to obstacles or inaccessibility, it will not be cleaned, but you will be charged 100% full price. All cleaning is completed with pure water and is left to dry naturally. We clean in most weathers, unless it is unsafe to do so. We will inform you if we need to rearrange your clean.
1.2 Bad Weather
We will always try to not 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 rain is heavy, we may not clean your windows. Your clean will carry over to the next working day.
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 for you. After 8.30am on the day of your clean, it is too late for us to replace your clean 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.
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 01733 855048 or by email to info@thorpecleaning.co.uk.
However, we do not offer one off window cleans, by using our services you agree to a minimum of 4 cleans. If cancelling before 4 cleans have taken place the remaining cleans will be payable.
1.5 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 48 hours of the clean. We will then return as soon as we can to re clean your windows for free. Please note that complaints made after 48 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 48 hours of the clean date.
1.6 Confidentiality
All customer information is kept on a confidential database and is not discussed or shared with any individual or company unless requested by the customer, as is required under the terms and conditions of the data protection act.
1.7 Payments
Customers joining our 2 or 3 monthly rounds are required to pay electronically via our direct debit system GoCardless, which can be set up on our How to pay page. Payments are then automatically collected 5-7 days after each clean.
Cash payments are reserved for ones who are unable to set up our Direct Debit system.
Customers booking one-off services such as gutter clearing and washing who are not joining our regular window cleaning rounds are required to pay 25% upfront by credit or debit card.. This can be done over the phone on 01733 855048. Once payment is made, we will book the job to be completed within 1 month.
