Our Terms & Conditions 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
For your first clean there is a one off charge to cover the additional time taken. This varies with house, size and frequency of ongoing cleans, but will not exceed twice the price of the agreed maintenance cleaning service. This will be explained on the day of the clean so you will need to be at home for the initial visit or be on hand to discuss this on the phone if you plan to be out on the day of the clean.
1.1 - What I can expect
Our pure water cleaning system is very effective at cleaning general dirt from your windows. 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 8 or 12 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 mild spells of 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.
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. 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 will also need access to an electrical socket if we are due to clean your gutters. 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 firstname.lastname@example.org. We do not offer one off window cleans. By using our services you agree to a minimum of 3 cleans. If cancelling before 3 cleans have taken place the remaining cleans will be payable.
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
Clients joining our 8 or 12 weekly rounds are required to pay via our direct debit system GoCardless which can be set up on our payments page. Payments are then automatically collected 5 days after each clean. Clients booking one off services such as gutter clearing who are not joining our regular rounds may pay by credit or debit card on the day of the clean. This will be done before the team go ahead with the clean (you may be required to give the team leader access to your WiFi if the coverage in your area is poor). Click HERE for more information on how GoCardless works.