Frequency

For our residential window cleaning services, we offer a schedule of 6 weekly (minimum of 3 cleans), we do not offer a one-off window cleaning service nor do we offer a summer only service. Our regular window cleaning services operate all year round.

Prices

Our pricing calculator tool used to generate your regular window cleaning price is accurate but in cases where the customer has input the incorrect information, we reserve the right to review and change the price accordingly.

Payments

For residential window cleaning, only a payment by Direct Debit is accepted, we request the payment after each clean, unfortunately we no longer accept cheques or payments via bacs.

Weather

Our purified water systems work in nearly all weathers. Therefore, weather conditions are not an acceptable reason for postponing our services. We offer an all year-round regular service. We will clean your property in all weather conditions including light/moderate rain and very low temperatures. High winds and deep snow do affect our services & schedule. Turning our staff away due to weather conditions will result in a £12 cancellation charge.

In the very rare case of the weather conditions affecting your clean we offer a 48hour guarantee. Contact us within 48 hours and we will return and re-clean any affected windows. Please note if you contact us after 48 hours we may not re-clean your windows. If a re-clean is refused the full charge still applies.

Cleaning Method

We use pure and deionised water to clean your windows. This involves the use of telescopic poles, a soft brush and 100% pure water which we have filtered through a five- Stage filtration process. We remove the dirt from your windows with a purpose made window cleaning brush then rinse the glass. The pure water is left on the windows to dry naturally.

We use this method to clean windows up to 60ft, however we cannot remove stubborn staining, paint, plaster, cement, silicon, hard water spots or anything else stuck onto the window. We can only clean windows where there is a clear line of sight, some recesses or angles cannot be cleaned.

Safe Access

If there is limited access to the rear of your property i.e. locked gate etc we will notify you the evening before by a text message. We will try to access your property safely but if this is not possible e.g. gate padlocked so no access to the rear windows of the property, we will still charge the full amount.

If your property has access to the rear windows only by going through the main part of the house we can only offer you a front only clean for an agreed price. We can take our hoses/equipment through garages or hard floor utilities.

We do not offer a regular window cleaning service by appointment, we cannot agree to only clean your windows on set days or times due to no access to parts of your property.

We will not climb over garages or flat roofs to access the rear of the property.

Turning us away / Cancelling on the day

We aim to provide a reliable service, we make space and time in our schedule for this, on the day of your clean it is not possible to replace your clean with another. We therefore reserve the right to charge you £12 cancellation charge if turning us away after we have arrived at your property to clean.

Cancelling a clean at short notice after receiving a text message notification of the pre-booked window clean on the day of the clean incurs a £12 short notice cancellation fee.

Pausing / Cancelling your service

We require 48 hours’ notice to pause/cancel your service. This includes when going on holiday or building work being carried out on the property preventing our access. If you fail to inform us within less than 48 hours, we will only clean the accessible parts of your property and we will still charge the full amount. If on arriving at the property our staff get turned away then a £12 late cancellation fee will be charged.

The window cleaning service is a 3 clean minimum. So, if cancelling after the first clean the cost of the three cleans will be charged.

Damages

Our window cleaners do not accept liability 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.

Our window cleaners accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed our brushes will not damage them in any way. If they do become loose or fall off it’s because the adhesive is not bonding correctly with the glass. This is because over time the double-sided tape used to stick the bars to your glass loses its adhesion.

Scratched window sills: Over time your upvc window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most effected. When we are cleaning your windows our brush head which is made from soft plastic with nylon bristles may remove some of the oxidation. This may look like scratches but in fact it’s just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to “as new” condition.

Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic head stock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush.

Keeping us updated

It is down to the customer to keep their information we have on file up to date. I.e. Contact numbers, Change of address, Email addresses.

If you fail to keep us up to date with any new contact details, this may result in you not receiving our txt we send out the evening before we are due to attend. If this happens and we have limited access to the property, we will clean what we deem safe to clean. We will still charge the full amount.

You can use our contact form or ring 01889 584104 between 9.00.am -5.00pm to update your contact details.

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.

Insurance

We have public and employer’s liability insurance, details can be made upon request

Email Communications

By using Aqua Smart for your chosen services, we may email or txt you to inform you of various offers we are promoting. If you do not wish to receive any emails simply click on the “unsubscribe” button at the bottom of the email or email us at info@aquasmart-uk.com with the following subject line: “Please remove me from your email list”.

Contacting Us

You can contact us between 9.00am and 5.00pm Monday to Friday by telephone on 01889 584104, Emails are replied to only during office hours and during busy periods it may take a few days to reply so if you need to contact us urgently please call, Text messages sent to us will not be received.