By using our services, you agree to our Terms and Conditions below:
1.0 Initial visit
We used to have a first clean surcharge, since May 2025 this is no longer the case.
Customers wanting a one off clean will be charged double.
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 24 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 24 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 month or 2 months. We ask for some flexibility on time scales of a week either side of the time due, this could be due to inclement weather and other factors like team members holidays etc.
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 all year round, 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 heavy rain, however we do still work in light rain or short showers. As we may only be attending your property on 12 or 6 days of the year depending on cleaning frequency, it is difficult to guarentee great weather on these days.
Our promise to you is that we will be regular and reliable and that the results will still be the same.
If rain is very 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 8am 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 email to info@thorpecleaning.co.uk.
However, we do not offer one off window cleans unless that has been quoted, 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.
To cancel our services, we ask for a months notice so we can replace the slot we've reserved for you.
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 24 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 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.
1.55 Damages
Sometimes customers will complain about damage caused.
We use the best possible tools for our own operative safety as well as carrying out our cleaning services.
This equipment is designed in a way and constructed from materials that will not scratch glass.
Often cleaning the windows reveals pre-existing damage we are not liable for.
We always aim to come to an agreement with any customer with a complaint but are happy to pass on our insurance details for them to process on our behalf.
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 monthly or 2 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.
Failed payments will incur a £1 fee to the customers balance to cover the charges the payment process puts on us.
Payment can also be made via bank transfer.
Payments must be made within 7 days of your 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 emptying 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.
1. Agreement: This agreement (“Agreement”) is made between Thorpe Cleaning(“Company”) and the Customer (“Customer”).
3. Subscription Fees:
4. Term and Termination:
5. Cancellation Policy:
6. Limitation of Liability:
7. Indemnification:
8. Governing Law:
9. Entire Agreement:
10. Severability:
11. Notices:
12. Waiver:
13. Force Majeure:
