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Did you know that according to some research the average amount of time people spend reading terms and conditions is 4 minutes and 42 seconds? It’s not the most enjoyable task, so here we’ve kept our terms and conditions simple and to the point. We want you to know exactly what you can expect from us at Pure Water Window Cleaning, and what we expect from you as our valued customer.
By accepting our quotation and by using this website you agree to be bound by the terms & conditions of Pure Water Window Cleaning Limited.
For any further questions you may have about our services please see our ‘FAQ’ page.
For all regular residential window-cleaning customers GoCardless direct debit is the only method of payment we now accept. Alternative methods of payment are available for ‘one-off’ cleans and for our commercial customers.
To set up Gocardless and / or learn more about why GoCardless is the perfect payment method for paying your window-cleaning bill, please visit our ‘Payment’ page.
If for some reason payment is not made within 30 days, we reserve the right to suspend your clean temporarily so as to prevent your outstanding balance building up.
If we fail to receive payment within 90 days, we will pass on your details to a collection agency, which will act in our behalf to recover the debt. All charges incurred will be the responsibility of the customer.
For older customers that still pay by cheque or BACS, you can switch over to payment by GoCardless direct debit at any time. Just visit the payment page and sign up. No need to contact us.
Unlike traditional window cleaning methods (that you may be used to) our Pure Water Window Cleaning system works perfectly in nearly all weather, without the high standard of the clean being affected whatsoever. We clean in almost all weather conditions including rain and very low temperatures. So poor weather is not an acceptable reason to cancel / postpone your clean.
However, extreme weather conditions like high winds / deep snow do affect our services & schedule. If your clean is going to be delayed for any reason we will text you to let you know.
We offer an all year round cleaning service so please do not postpone your clean during the winter months. If you do postpone your clean for longer than 8 weeks, your following clean will be charged at our “First clean” price (Your clean price plus 50%).
The day before your clean is due you will receive an automated text reminding you that your clean will be carried out the following day. These texts are sent out at 4pm. So if for some reason you are unable to provide access to your home on the following day, please let us know as soon as you receive your reminder text.
The reminder texts are automated texts, which you will not be able to reply to. Please note that this reminder text is not an invitation to cancel your clean for the following day.
By 6pm all customers for the following day will have been scheduled in/notified, and worksheets printed and distributed. So after this point, we cannot adjust the work schedule for the following day.
If on our arrival we are unable to gain access to the back of your property due to locked gates, we will clean all accessible windows and charge the full clean amount.
We usually cannot call back to clean the restricted area before your next scheduled clean.
To avoid this, please ensure we have your correct mobile number on our records. This way you will automatically receive our free SMS text reminder service.
We are fully insured with Employers Liability up to the value of £10 million and Public Liability up to the value of £5 million, which is covered by a specialist insurance company for commercial and residential window cleaning companies.
We will endeavour to clean all windows quoted for, but if we deem any windows to be inaccessible or unsafe to clean, we will not clean them, and let you know.
Please do not ask our cleaners to carry out unsafe working practices. They do not climb on or over fences, roofs and garages.
Due to insurance liabilities, we are unable to move/lift out of our way any items/obstacles preventing clear access to any areas to be cleaned. Garden furniture and plant pots are the usual culprits. Therefore; please ensure all such items are cleared away prior to our arrival. Areas without clear access will be left un-cleaned. A discount will not be provided. Thank you for your understanding.
At Pure Water Window Cleaning, we ask our window cleaning customers to state clearly if the services requested are intended as a “one-off clean”. If not, it is assumed a verbal maintenance contract has been initiated for a 4 or 8 weekly window cleaning service and you will be obliged to have a minimum of 3 cleans or more.
We are happy to provide a list of dates for upcoming cleans for the year ahead. Please note however that these dates are a guide indicating the week commencing date when we plan to clean. We cannot be held to a specific date or time. Factors such as public holidays, extreme weather conditions, staff holidays and sick leave prevent us from providing a clean date that is set in stone.
Pure Water Window Cleaning enjoys a winter shut down each year over the Christmas holiday season. Depending on how the schedule falls, this may or may not effect your December clean. It may mean that you miss one clean or that your clean is delayed a little. Only one clean at the most will be affected. So please allow for some flexibility with regards to your December clean. We will try to accommodate any customers who have specific needs over this time.
Also, at the end of each year we optimise our rounds, so your first clean of the new year may be a little earlier or later than usual. Please allow some flexibility.
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, fascia’s, guttering, window/conservatory trims, leaking seals, loose lead on leaded windows, 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. Over time the adhesive, which sticks these decorative bars to windows, loses its strength and the bars come loose. If these bars are installed correctly, our brushes will not damage/remove them in any way.
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 area. When 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 as previously mentioned are made of a soft plastic head with nylon bristles. There is nothing on the brush that can scratch your glass. There are no metal parts on the brush. We therefore accept no liability for scratched glass.
Fogged up windows: If your windows are constantly fogging up (in-between the panes), then your window seals are damaged or broken, so it is best to get your windows fixed or replaced as soon as possible.
Our Pure Water Window Cleaning method does not in any way damage or effect window seals causing them to break down, we therefore accept no liability for windows that fog up.
We love dogs! Dog mess? – Not so much!
We request that dog owners please clear up any dog mess prior to our arrival. If we arrive and dog mess is deemed to be restricting our access, we may choose not to clean but we will charge the full clean price. We may not be able to return to clean before your next clean date.
Pure Water Window Cleaning reserve the right to refuse certain work / jobs even if we have taken payment in advance for the service to be carried out. The advance payment does not constitute a verbal or written contract between us. If we refuse the work / job on sight, a full or partial refund of any monies will be paid depending on the circumstances.
We aim to provide our customers with the best possible service; so all our window cleaning work is 100% guaranteed. If for any reason you are not happy with the quality of your clean please contact us.
To qualify for a free re-clean please contact us within 24 hours of your initial clean so we can return promptly to assess our work and carry out the re-clean while we are still in your area.
Please note we operate a no refund policy. Our 24-hour re-clean guarantee is how we ensure our customers are happy with the service we provide.
Before contacting us to request a re-clean, please check that the insides of your windows are clean and mark free. Please also check to see if your double glazed unit has failed, meaning that the marks you see are actually within the glazed unit itself.
Please note: Achieving optimum clean results can take a few cleans. For example, detergent residue from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading, and heavily soiled frames. However, in most cases this will cease to happen after a few cleans.
Please note that there may always be a few water spots left on the glass; this is the trade off between quality and safety.
If you wish to end our services please notify us by telephone or email.
Cancelling your GoCardless mandate at your bank does not automatically cancel your window cleaning service, so please contact us directly by one of the methods outlined on our contact page.
We require a minimum cancellation period of 5 days before your next scheduled clean date otherwise we reserve the right to charge the full clean price of the upcoming clean.
If you choose to end our services before the first 3 cleans have taken place, the remaining cleans will be payable (this does not apply to agreed one-off cleans).
All customer information is kept on a confidential database and is not discussed or shared with any individual or company.
Our privacy & cookie policy is available to view at the bottom of this website.
We reserve the right to amend these terms and conditions without notice.