Terms and Conditions

Payment Terms

You are obligated to remit payment within seven days of the cleaning date. Payment can be made via gocardless or bank transfers. If you choose to pay via bank transfer then it is compulsory to write as a reference an invoice number, failed to do so will occur that the money will be given to the charity and your account will be in debts.

Should non-payment persist beyond thirty days, A Star Window Cleaners reserves the right to suspend your cleaning services. In the event that we fail to receive payment within ninety days, we will transfer your details to a collection agency to recover the debt. You will be held liable for all associated charges, collection agency fees, and court-related expenses.

Weather Conditions

Our pure water system operates effectively in a wide range of weather conditions; therefore, weather-related factors are not acceptable reasons for postponing our services. We offer an all-year-round service, ensuring that your property is cleaned regardless of the weather, including rain and extremely low temperatures. While high winds and severe snow may impact our services and schedule, we will endeavour to provide the necessary adjustments.

Access and Exit

Should we be unable to access any portion of your property due to locked gates, we will clean the accessible areas, such as the front and sides, and charge accordingly. However, in a situation where you received a reminder text the day before to unlock your gate but the gate remains locked when our operator arrives, we reserve the right to request a full payment.

Worker Access

If we deem it safe to do so, our worker may occasionally gain access to your property by unlocking your access gate. However, if you do not wish us to do this, please inform us via text message.

Window Cleaning

We will endeavour to clean all windows. However, if we deem any windows to be inaccessible or unsafe to clean, we will refrain from cleaning them. Please do not request our workers to engage in any unsafe practises. They do not use ladders for window cleaning, climb on or over fences, roofs, or garages.

Insurance Liability Claims

Due to our insurance liability claims, we will be unable to move obstacles such as flower pots, garden furniture, and other similar items. If any of these items restrict access to an area of your property, we will be unable to clean it.

Due to previous insurance claims, we do not bring our water hoses through the main part of your property (the garage is acceptable) or claim over fences. We do offer a “front windows clean only” service for properties without access to the back.

Cleaning Schedule

Star Window Cleaners requests that window cleaning customers clearly state if the service is “one-off.” If not, it is assumed that a verbal maintenance contract has been initiated for our regular 4 or 8 weekly cleaning depending of what you have signed for, at the begging, and you will be obligated to have 3 consecutive cleans before cancellation of the services can be requested. The total price for the 3 cleans will become payable in full if you cancel our services before the 3 cleans has been completed. The same principles apply to any other cleaning jobs booked.

We can provide a timetable of our visit dates for our domestic clients; however, this is a guide only, indicating the week commencement date when we plan to visit. We cannot be held to a specific date and time. With such factors as public holidays, staffing levels, etc., it is not always possible to provide an exact date.

Staff holidays, sick leave, and inclement weather can affect our schedule.

Damages

Our workers do not assume liability for damage caused by decorative or structural defects at your property, including, but not limited to, poorly fitted windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose, stuck-on lead, decorative bars stuck to glass, rotting frames, flaking paint, open or broken trickle vents, and so on.

Our workers do not assume liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly attached, our brushes will not damage them in any way. If they become loose or fall off, it is because the adhesive is not bonding correctly with the glass. This could be due to the fact that over time, the double-sided tape used to attach the bars to your glass loses its adhesive properties.

Over time, UPVC window frames undergo oxidation, gradually losing their colour. Window sills are particularly susceptible to this damage. During our window cleaning services, we employ a soft plastic brush head with nylon bristles to gently remove some of the oxidation. While this may appear as scratches, it is merely the grey oxidation that has been removed. We will not be held liable for restoring your windows to their original “as new” condition. As for the upstairs window seals we are “blind cleaning” them, so sometimes we are not able to remove all dirt.

Scratched Glass: The brushes we employ for window cleaning are meticulously crafted with a soft plastic headstock and nylon bristles. These components eliminate any potential for scratching the glass surface. Notably, the brushes are devoid of metal parts, thereby reducing the risk of causing damage.

48 Hours Guarantee

Star Window Cleaners provides a 48-hour guarantee against any work carried out. Should you not be fully satisfied, we will return to re-clean at no cost. To qualify for a complimentary clean, please contact us within the 48-hour time period. To book a re-clean, simply text or email us. A call-out charge of £45 may be applied if we return to clean and discover that the windows are dirty inside or the double glazed unit has malfunctioned, resulting in dirt being trapped within the unit. Please note that achieving optimal cleaning results may necessitate multiple cleans. For instance, detergent 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 after a few cleans, once the dirt is thoroughly removed from the frame areas.

Cancellation

If you wish to cancel our services, please provide at least five days’ notice via text or email before the next scheduled date. Failure to do so will result in a 100% charge for any work scheduled within this period. Cancelling GoCardless direct debit does not automatically cancel your window cleaning.

A Star Window Cleaners will send a text message the working day before, the next scheduled date, to remind you to unlock your gate or to close your windows or vents. Any cancellation notice received after this text message will not be acted upon.

Right to Refuse Work

A Star Window Cleaners reserve to refuse certain jobs/works to carried out even if we taken payment in advance for the service. The advance payment does not constitute a verbal or written agreement between us. If for some reason we refuse to work on sight a full refund of monies will be paid.

Abusive or threatening behaviour towards any of our staff will not be tolerated. Such conduct may result in the suspension of your services and the imposition of additional charges, including a three-cleanse payment.