Terms & Conditions

Welcome to Clear Glass Limited: What to Expect

Thank you for choosing Clear Glass Limited. Our goal is to provide a reliable, professional, and hassle-free service. Please read the following terms to understand how our service works.

1. First Clean

Your first clean may take longer than a standard visit, as we bring your windows up to our professional standard.

Please note:

• First cleans may require stronger cleaning solutions and can occasionally highlight existing marks, staining, or imperfections. This is normal and typically improves significantly on future cleans.
• Our regular service pricing is based on customers joining our ongoing maintenance schedule.
• If the Customer cancels the service following the first clean for reasons unrelated to the quality of the service provided, workmanship, or a failure by Clear Glass Limited to provide the agreed service, Clear Glass Limited reserves the right to recalculate the first clean as a one-off clean and charge up to twice the regular maintenance price originally agreed.
• Any outstanding balance resulting from this recalculation shall become immediately payable.

2. Scope of Cleaning

Our purified water system is designed to effectively remove general dirt and grime from:

• Windows
• Frames
• Sills
• Doors

However, the following may not be fully removed:

• Builders' residue (plaster, cement, paint)
• Adhesives or stickers
• Stains caused by chemicals or rust
• Permanent discolouration or UV damage

We are fully insured, and all staff are trained to carry out work safely and professionally.

3. Service Frequency

We offer regular cleaning schedules every 6 weeks.

Due to weather conditions and operational factors, we allow flexibility of up to 7 days either side of your scheduled cleaning date.

4. Weather Conditions

We do not operate in severe weather conditions where the safety of our staff may be compromised.

As a UK-based window cleaning company, we operate throughout the year in normal weather conditions, including light and moderate rain. Given the amount of rainfall experienced across the UK, it would be impractical to suspend window cleaning services every time it rains.

Our purified water cleaning system is specifically designed to work effectively in rainy conditions. Rainwater itself does not make clean windows dirty. Windows become dirty due to dust, pollen, traffic film, bird droppings, and other contaminants already present on the glass. Once these contaminants have been removed, normal rainfall will not adversely affect the quality of the clean.

For this reason, cleans will normally be carried out during rainy weather where it is safe to do so.

In cases of severe weather, high winds, thunderstorms, snow, ice, or any conditions that may present a health and safety risk, we reserve the right to postpone and reschedule your clean to the next available working day.

5. Access & Cancellations

We allocate time in our schedule specifically for your property and plan our routes accordingly. As part of our service, you will receive a reminder message the day before your scheduled clean.

• Cancellations must be made no later than 6:00pm on the day prior to your scheduled clean.
• Cancellations made after this time, or on the day of the clean, will incur a charge of up to 50% of the service cost.
• Where our team has already arrived at the property, Clear Glass Limited reserves the right to charge up to 50% of the scheduled service cost regardless of whether the clean proceeds.

If we are unable to gain access to your property (for example, locked gates or restricted entry):

• We will clean any accessible areas where possible.
• A charge of up to 50% of the service cost will apply where access has not been provided.
• The clean will be marked as incomplete and continued at the next scheduled visit.

6. Skipped Cleans Policy

Regular service is required to maintain the quality and efficiency of our work.

• Customers may skip a maximum of two consecutive scheduled cleans.
• If more than two cleans are skipped in a row, we reserve the right to cancel the regular service.
• Reinstating service after cancellation may require a new booking and a higher initial clean cost.

7. Ending the Service

You may cancel your regular service at any time by contacting us: enquiries@clearglass-windowcleaning.co.uk

Any outstanding balances must be settled upon cancellation.

8. Complaints & Satisfaction Guarantee

We offer a 24-hour satisfaction guarantee. If you are not satisfied with your clean:

• Please contact us within 24 hours.
• We will return and re-clean the affected areas free of charge where appropriate.

We do not offer refunds, but we are committed to resolving any issues quickly and professionally.

9. Payments

We accept the following payment methods:

• Bank Transfer (please use your address as reference)
• GoCardless
• Card Payments

Payment is due on the day your clean is completed unless otherwise agreed in writing. We kindly ask that all payments are made promptly. As a family-run business, we rely heavily on timely payments to maintain our service standards and scheduling.

A £5 administration fee will be added to the customer's account for each failed GoCardless collection to cover the additional administration and collection costs incurred by Clear Glass Limited. If two GoCardless payment collections are returned unpaid, declined, cancelled, or otherwise fail, Clear Glass Limited reserves the right to cancel the customer's GoCardless subscription and require future payments to be made by bank transfer, card payment, or another approved payment method.

Invoices not settled within 7 days of the clean will incur a £5 administration fee. This fee is separate from any administration fees applied in relation to failed GoCardless payment collections. Failure to settle payment before your next scheduled clean may result in temporary suspension or disruption of services until the outstanding balance has been cleared.

Customers who prefer to pay on a specific date should notify us in advance so that appropriate arrangements can be recorded on their account.

10. Health & Safety

For safety reasons:

• Please ensure all windows are closed prior to cleaning.
• Please keep children and pets away from the working area.
• Please ensure that access routes to gates and work areas are reasonably clear and safe.

Clear Glass Limited reserves the right to refuse, postpone, or discontinue work where conditions are deemed unsafe or where access presents a risk to staff, customers, members of the public, or property.

11. Liability

Clear Glass Limited is fully insured and takes every reasonable precaution to avoid damage to property while carrying out our services. However, we cannot accept responsibility for:

• Pre-existing damage to windows, frames, sills, seals, doors, conservatories, or surrounding structures.
• Defective, poorly maintained, aged, fragile, or improperly installed fixtures and fittings.
• Damage resulting from pre-existing faults, wear and tear, manufacturing defects, failed seals, deteriorated frames, or structural weaknesses.
• Staining, discolouration, scratching, or damage that existed prior to the commencement of our services.
• Damage caused by the removal of builders' residue, paint, cement, adhesives, or other substances not ordinarily associated with routine window cleaning.

Any concerns regarding the condition of windows or surrounding areas should be brought to our attention prior to cleaning.

12. Rescheduling

If you need to reschedule your clean, please notify us before 6:00pm on the day prior to your scheduled visit. Due to route planning, staffing commitments, and workload requirements, we cannot guarantee that rescheduled cleans can be accommodated within the same working cycle.

Where possible, we will arrange an alternative date. However, your clean may be moved to the next available round or included within your next scheduled service visit. Clear Glass Limited reserves the right to adjust scheduled cleaning dates where necessary due to weather conditions, operational requirements, staff availability, public holidays, or circumstances beyond our reasonable control.

13. Privacy & Data Protection

We respect your privacy. All customer information is handled in accordance with UK data protection legislation. We do not sell customer information to third parties. However, we may share information with trusted service providers where necessary to deliver our services, process payments, manage scheduling, comply with legal obligations, or operate our business effectively. Any such sharing is carried out securely and only where appropriate safeguards are in place.

Customers may request access to their personal information or request corrections to inaccurate information by contacting us directly.

14. Marketing & Photography

We may occasionally take photographs of completed work for marketing, training, quality control, or promotional purposes. Photographs will normally focus on the work carried out and not on individuals. If you would prefer your property not to be featured in any marketing materials, please notify us in advance and we will respect your wishes.

15. General Service Commitment

At Clear Glass Limited, we pride ourselves on:

• Clear communication
• Reliable scheduling
• Professional presentation
• Consistent high standards of workmanship
• Respect for our customers and their property
• Delivering excellent customer service

Our goal is to provide a service that is simple, dependable, professional, and of the highest quality on every visit.

Thank you for choosing Clear Glass Limited. We appreciate your custom and look forward to serving you for many years to come.