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Our Terms Of Business

By using the services provided by The Spotless Group you agree to the following terms and conditions of business (please note that these terms and conditions apply to residential clients only. Terms and conditions for commercial clients will differ and be discussed separately).

 

1.0 - Initial Clean

We would love for you to plan to be at home on the day of the initial clean so that we introduce ourselves, let you know the exact cost of the initial clean and you can show us any areas that may need extra care & attention. We also like to ensure you are 100% satisfied with the service we have provided on the initial visit. However, we understand that due to the busy lives we all lead, this may not be possible. We ask that our clients keep in mind that when the windows dry after the initial clean using the pure water method, there is a small possibility that a few streaks will be left on the window due to dirt dripping down and drying on the glass. We would like to assure you that we will do our level best to ensure that this will not happen and that this issue will not occur again after the 2nd clean.

 

1.1 - What I can expect

Our pure water cleaning system is very effective at cleaning general dirt from your windows. As standard, we will clean your windows, frames and sills each time we come to clean your windows with this method. However, 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 alone will not be effective at removing these. Please notify us when we call to arrange your first clean.

1.2 - How often will The Spotless Group visit

We offer the choice of every 4 or 8 weekly visits. We may ask for some flexibility on time scales (due to extremely inclement weather and other factors) of a week either side of the time due.

1.3 - Weather Conditions

We will always try not to clean your windows in the rain and other inclement conditions, however, due to our ever changing climate, we do still work in wet weather. Our promise to you is that the results will still be spotless. We offer a "rain guarantee" which entitles you to ask us to return if you feel that the clean has not been done to an acceptable standard due to the conditions, as long as you have contacted us within 24 hours of the clean.

1.4 - Turning us away / Skipping a visit

We will endeavour to be as reliable as we can for you, but we appreciate our clients also being reliable. We will make time and space in our schedule for you once you have signed up to 4 or 8 weekly visits. If you choose to skip our scheduled visit when you receive our reminder (unless in the case of an emergency or extensive external work to your property), we reserve the right to remove you from our round as we need to fill our schedule with a reliable clientele. Due to our increasing client base and the fact that you will be on a round with other clients in your area, we will also not be able to move your clean to another day or another week upon request.

On the scheduled day of our visit, it is too late for us to schedule in other work to replace your property's clean on our round, therefore we reserve the right to charge you the full price expected and/or cancel any ongoing service with us if you turn our team away at the door or cancel on the day with our office. 

1.5 - Access

We will always let you know the day before we plan to carry out the clean. If you are due to be out on the day of our visit and access to the rear of the property is through a locked side gate, this will need to be unlocked for our team to gain access. If we are due to clean your interior windows or need access through the property in order to clean the rear windows, please ensure that we can access the property by informing our team of where to locate a key, or provide a keycode. We reserve the right to charge the full price expected if access on the day has not been made available due to locked side gates or interior access not being granted.

1.6 - Cancelling our services

If for one reason or another you should wish to cancel our services you have the right to do so at any time. This can be done by email to joshua@thespotlessgroup.co.uk. We do not offer one off window cleans unless in conjunction with another service such as gutter cleaning. If you choose the 4 or 8 weekly visit option, you agree to a minimum of 4 cleans. If cancelling before 4 cleans have taken place the remaining cleans will be payable via GoCardless and an invoice will be sent for the outstanding balance (for your records).

1.7 - Complaints Procedure

We will always try to provide you with the best possible service every time we clean your windows. If for any reason you are not satisfied with our work, you must contact us within 24 hours of the clean. We will then return during that week to re-clean your windows for free. Please note that complaints made after 24 hours may not be re-cleaned. Please note we operate a no refund policy. We will rectify work you are not happy with free of charge provided we are informed within 24 hours of the clean date.

1.8 - Confidentiality

All client information is kept on a confidential database and is not discussed or shared with any individual or company, as is required under the terms and conditions of the data protection act.

1.9 - Payments

All clients are required to pay via our direct debit system GoCardless which can be set up using the web link that will be sent to you once you have filled out the sign up form. Payments are then automatically collected 5-7 days after each clean. Click HERE for more information on how GoCardless works.

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