1.0 What can I expect
Our pure water cleaning system is highly effective at removing general dirt from your windows. However, it will not remove builders' residue (such as plaster, concrete, paint, etc.), stickers or adhesive, chemical staining or discolouration on the glass or frames, rust marks, or UV bleaching on window frames. If your windows have any of these issues, please let us know when we contact you to arrange your first clean.
1.1 How often will we visit
We offer the option of visits every 6 or 12 weeks. We kindly ask for a little flexibility with the schedule, as weather conditions and other factors may occasionally mean your clean takes place up to a week earlier or later than planned.
1.2 Bad Weather
We always aim to avoid cleaning your windows in the rain. However, we may still carry out cleans in light rain or brief showers, and we guarantee that the results will be just as good. If the rain is heavy, we will postpone your clean and reschedule it for the next available working day.
1.3 Turning us away
We do our best to be reliable and committed to our customers, and we appreciate the same consideration in return. When we schedule your clean, we allocate time specifically for you. If you cancel on the day of your clean or turn our team away at the door, it’s too late for us to fill that space. In these cases, we reserve the right to charge the full price of the scheduled clean and/or cancel any ongoing service. We also reserve the right to charge the full price if we are unable to carry out the clean due to lack of access provided by the customer.
1.4 Ending our services
You are free to cancel our services at anytime, should you wish to do so. Cancellations can be made by phone on 0208 0504535 or by email at info@thewindowbrothers.co.uk.
Please note, we do not offer one-off window cleans. By using our service, you agree to a minimum of three cleans. If you choose to cancel before the three cleans have been completed, the outstanding cleans will still be chargeable.
1.5 Complaints procedure
We are committed to providing you with the highest standard of service every time we clean your windows. If, for any reason, you are not satisfied with the clean, please contact us within 24 hours. We will happily return on the next working day to re-clean your windows free of charge. Please note that complaints made after 24 hours may not qualify for a re-clean. We operate a no-refund policy but will always offer to rectify any issues free of charge, as long as we are informed within 24 hours of the clean.
1.6 Confidentiality
All customer information is stored securely and treated with strict confidentiality. We do not share or disclose your details to any third party, in accordance with the requirements of the DataProtection Act.
1.7 Payments
Customers who join our 6 or 12-weekly cleaning rounds are required to pay via our Direct Debit system, managed by GoCardless. Once your booking is confirmed, we will provide you with a link to set up your Direct Debit. Payments will then be collected automatically 5–7days after each clean.
For gutter cleaning services, bookings will be handled by our sister company,Gutter Brothers Limited. Once the work has been completed, an invoice will be issued, and payment will be due upon receipt.