WINDOW CLEANING TERMS AND CONDITIONS
By using our service you agree to our terms and conditions of business
For your first clean there may be additional time incurred due to excessive dirt and silt that would need to be removed to achieve maximum results.
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.
We offer the choice of every 4 or 8 weekly visits. We ask for some flexibility on time scales due to rain and other factors of a week either side of the time due.
We also offer one-off window cleans at an extra charge.
We’ll 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 will not clean your windows. Your clean will carry over to the next working day.
We make every effort to attend properties as scheduled and ask customers to do the same by ensuring that access is available on the day of the clean.
Customers may cancel or reschedule a booked clean without charge provided that at least 48 hours’ notice is given before the scheduled cleaning date.
Where less than 48 hours’ notice is given, or where a clean is cancelled on the day of the scheduled visit, we reserve the right to charge the full scheduled cleaning price. Repeated short-notice cancellations may also result in the suspension or termination of ongoing services.
Customers are responsible for ensuring that any gates, access points, or other areas required to complete the clean are unlocked and accessible when our team arrives. Reminder messages may be sent as a courtesy; however, the responsibility for providing access remains with the customer.
If our team is unable to complete all or part of the clean due to a lack of access, locked gates, vehicles obstructing working areas, aggressive animals, customer instructions preventing the work from being carried out, or any other obstruction beyond our reasonable control, the full scheduled cleaning charge will remain payable.
The fact that somebody is present inside the property does not constitute access being available. Access must be available at the time our team attends the property.
Our team may wait for a short period where practical; however, we are under no obligation to do so and may leave to attend other scheduled appointments.
Where only part of the clean can be completed due to restricted access, the full scheduled cleaning charge will still apply. We are under no obligation to return to complete the inaccessible areas at a later date.
Should the customer request a return visit to complete any previously inaccessible areas, this will be treated as a separate visit and charged at our current minimum service charge in addition to the original cleaning charge.
We reserve the right to refuse, suspend, or terminate services where access issues, obstructions, or cancellations occur repeatedly.
If for any reason you should wish to cancel our services you’ve the right to do so at any time. This can be done by telephone on 07720 855 040 or by email to wizzycleans@outlook.com
We’ll always try to provide you with the best possible service every time we carry out a clean. If for any reason you aren’t satisfied with our work, you must contact us within 24 hours of the clean. We’ll 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, and we operate on a ‘No-refund’ policy, we’ll rectify work you’re not happy with free of charge provided we’re informed within 24 hours of the clean date.
All customer information is kept on a confidential database and isn’t discussed or shared with any individual or company, as is required under the terms and conditions of the data protection act.
Payment Methods
We aim to make payments simple, secure, and convenient through our approved payment providers, GoCardless and Stripe.
Secure payment links will be provided before or shortly after your first clean.
All regular cleaning customers are required to set up and maintain an approved automatic payment method through GoCardless or Stripe. Setting up an automatic payment method authorises us to collect payment for services completed in accordance with these terms.
One-off services may be paid using the secure payment link provided.
Payment Due Date
Payment for all services is due within 3 days of the cleaning date unless otherwise agreed in writing.
Customers must ensure that their payment details remain valid and that sufficient funds are available when payment is requested.
Automatic payment processing times do not change the payment due date, provided the payment has been successfully authorised and has not been cancelled, rejected, or reversed by the customer or their payment provider.
Late Payments
Where payment has not been received within 3 days of the cleaning date, the account will be considered overdue and payment reminders may be issued.
If payment remains outstanding for more than 7 days from the cleaning date, we reserve the right to apply a £5 late-payment administration fee. This fee covers the additional costs associated with payment reminders, account management, failed collection attempts, and payment recovery.
Any outstanding balance and applicable administration fees must be paid in full before further services are carried out.
We reserve the right to suspend scheduled cleans while an account remains overdue.
Failed, Cancelled, Reversed, or Disputed Payments
Customers are responsible for ensuring that sufficient funds are available and that their payment details remain accurate and active.
Where a payment is declined, fails, is cancelled, reversed, or disputed without a valid reason, we reserve the right to:
– suspend future services until the account has been brought up to date;
– apply a reasonable administration fee, including the £5 late-payment administration fee where applicable;
– require the outstanding balance and any applicable fees to be paid manually; and
– require the customer to update or replace their automatic payment method before services resume.
Cancelling or reversing an automatic payment does not cancel the cleaning service or remove the customer’s responsibility to pay for work already completed.
Automatic Payment Requirements
An active automatic payment method through GoCardless or Stripe is a condition of receiving regular cleaning services.
Customers who cancel their payment instruction, repeatedly experience failed collections, or fail to maintain a valid automatic payment method may have future services suspended.
Failure to set up or maintain the required payment method when requested may result in the customer’s cleaning account being terminated.
Repeated Late Payments
Customers who repeatedly pay late may have their services suspended or terminated, even where previous outstanding balances have subsequently been paid.
We may also require any outstanding balance to be cleared before another clean is scheduled or completed.
Debt Recovery and Account Closure
Where an account remains unpaid, we reserve the right to close the customer’s cleaning account and make the full outstanding balance immediately payable.
Outstanding accounts may be referred to a debt recovery agency or pursued through legal proceedings where necessary.
Any reasonable debt recovery costs, court fees, interest, or associated expenses may be added to the outstanding balance where permitted by law.
All work carried out by Wizzy Cleans Exterior Cleaning Services is covered by our Public Liability Insurance.
