Our Terms and Conditions of Business:
By using our service you agree to our terms and conditions of business
1.0 Initial Site Asset Inspections
For your first clean only we will conduct a site survey to assess the size, condition and location of your windows to enable us to offer you the most competitive price and discuss your needs as a customer and frequency of ongoing cleans. This will be explained when one of our operatives visits your site.
1.05 What can I expect
Our PURE WATER cleaning system is very effective at cleaning general dirt from your windows, 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 will not be effective at removing these, please notify us when we call to discuss additional cleaning requirements during your first clean.
1.1 How often will we visit
We will discuss your needs and assess the level of windowpane contamination you are experiencing and establish a frequency that suits you in order to maintain the level of cleanliness you expect. All we ask is a small level of flexibility on time scales due to environmental factors such as heavy rain and strong winds which can affect our working week.
1.2 Bad Weather
We will always try to not clean your windows in heavy rain and extreme winds, however we do still work in light rain or short showers. Our promise to you is that the results will still be the same. If rain is heavy, we will not clean your windows. Your clean will then carry over to the next available working day.
1.3 Turning us away
We will try to be as reliable as we can for you, but we also appreciate the customer’s reliability to us. We will make time and space in our schedule for you. On the day of the scheduled clean it is too late for us to reschedule your clean with another. We therefore reserve the right if turning our team away at the door or cancelling on the day with our office, to charge you the full price expected and/or cancel any ongoing service with us. We also reserve the right to charge the full price expected if full access on the day has not been made available by the customer.
1.4 Ending 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 telephone on 075 7272 0455 or by email to aqua=kleen@outlook.com
1.5 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 speak with the operative on site at the time to discuss and remedy your concern or alternatively you can contact us within 24 hours of the clean. We will return the next available working day to discuss your concerns and rectify the issue to your satisfaction for free. Please note that complaints made after 24 hours may prove more difficult to establish the cause of your concern and could result in the loss of a re-clean. Please also 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.
1.6 Confidentiality
All customer 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.
1.7 Payments
Customers can use any of our payment methods and we accept Cash, Secure Contactless Credit & Debit payments, Direct Debit and Bank Transfer. If you have any other specific requests for payment, please discuss this with one of our site operatives. Payment is usually collected on the day of the clean, unless specifically agreed with Aqua Kleen’s management team. This can be done over the phone with our office on 075 7272 0455.