- 0203 633 8001
- spotless@extremeclean-surrey.co.uk
For your first clean only there is a one off charge to cover the additional time taken on the initial clean, this varies with house size and frequency of ongoing cleans, this will be explained when signing up and is usually double the cost of maintenance cleans as we double clean the windows. Hot water is only used on first cleans if the windows are not suitable for a chemical prespray.
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 or any other solids that are not water soluble, please notify us when we call to arrange your first clean. Frames and sills are cleaned free of charge. We do offer a upvc deep cleaning service at extra cost.
The pure water system leaves the window wet, this dries to a spotless finish. Windows below trickle air vents may continue to spot for a few cleans as the trickle vents are usually very dirty. There also maybe spotting on leaded windows, windows with plastic bars on or from a build up of soap in the rubbers. Wooden framed windows and sash windows also continue to spot for a few cleans. All of this will flush out over a couple of maintenance cleans and is to be expected occasionally (even though we try really hard to get a spotless finish first time)
You will get a system generated text the day before to remind you to leave access unlocked. We do not give set times unless you have prepaid for the first slot of the day (see condition 2.0)
We offer the choice of 6 weekly visits only, however one-offs can be catered for subject to availability. We ask for some flexibility on time scales due to rain and other factors of a week either side of the time due.
We still clean your windows in the rain as rain doesn’t make clean windows dirty as we would have removed the grime from the frames, however if you are not happy with the clean it must be reported within 24hours. Our promise to you is that the results will still be the same. If there is electrical storms or high winds then your clean will carry over to the next working day.
We will try to be as reliable as we can for you, but we also appreciate the customer being reliable. We will make time and space in our schedule for you.
If turning us away or cancelling a clean with less than 48 hours notice we reserve the right to charge full price as we are unlikely to be able to fill the gap and/or cancel any ongoing service with us. We also reserve the right to charge the full price expected if access on the day has not been made available by the customer. We require 48 hours prior notice of cancellation. We will text you the night before the clean from a No Reply Messaging Service.
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 Whatsapp or text only, so that we both have a record of this.
If you have contracted us for 6 consecutive 6 weekly cleans and wish to cancel sooner then the amount of discount you received on the first clean becomes payable.
Cancelling the Direct Debit does not cancel the contract with us and you must contact us via WhatsApp.
Cancellations must be done 48 hours before the next clean via WhatsApp.
We will always 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 the next working day 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.
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.
We have gone completely digital with our booking and accounting system. Our contactless, safe and secure payment method is via GoCardless. A link will be sent to you when you make your booking, cleaning will not commence until we get an automated notification confirming your booking. GoCardless provider FAQ’s can be found here.
If the payment method is cancelled before we have received the funds, which is approximately 10 days, then any bank charges occurred will be charged to the customer. If a payment is returned due to lack of funds the system will automatically retry a few days later. There is a £15 admin fee for every failed payment.
To schedule one-off cleans we have to shuffle a lot of regular 6 weekly clients to make a gap so therefore ALL one-off cleaning is on a prepaid basis only. This does not apply if you are regular window cleaning client and are adding gutters etc, that will be processed via GoCardless as usual.
If a prepaid one-off job is cancelled then no refunds are offered. Should you need to move the date of your one-off clean there is a £20 admin fee.
Frames and sills are washed free of charge every clean, this is a free service and is not covered by our guarantee.
Particularly soiled frames and sills may need a deep restoration clean. Please contact us for a price.
On the first clean a light restoration clean of the downstairs window sills is included.
uPVC restoration cleaning is an added service similar to t-cut and machine polishing you would have on a car. This is a service we can supply and we are happy to quote. Please note that this service cannot be carried out from ground level and therefore involves the costs of safe access equipment which impacts the price dramatically.
The cleaning is carried out using a mild TFR plus Hot purified water, this will bring them up very well but stubborn marks may need ladderwork and comes under upvc restoration work.
If a specific time is needed for access this can seriously affect our round and a £4 surcharge is added.
We only take on mid terraced or any properties without rear access with extra conditions. These are because we cannot guarantee the same day or time. If no one is home then we will clean the front and any other accessible windows only and the minimum charge will be applied. Otherwise we cannot accept you as a customer we are afraid.
If we need to access awkward windows or gutters from a flat or tiled roof then the company can not be held responsible for any damages.
Our staff reserve the right not to get on a roof if ladder cannot be made safe or in certain weather conditions. The windows missed will be deducted from that day’s cleaning price. Sometimes we can get to the windows over flat roofs from the ground level but due to angle and length of pole needed the clean may not be as effective.
Our 24 hour clean guarantee does not apply to these types of windows as we cannot see what we are cleaning or get enough pressure on the brushes, they do come good after a few regular scheduled cleans. Another reason why they do not clean up as good is because the water used on the final rinse cannot run off as quickly as a vertical window.
When we vacuum out your gutters all the moss and leaves etc are great for your garden or can go in your garden waste bin. Alternatively we can take away the rubbish as we have a waste handlers licence but there will be a surcharge of £10-£20 as commercial waste is charged at the tip.
Occasionally gutter vacuuming can cause the gutter joints to leak, this is because the dirt maybe actually causing a seal over a perished rubber joint gasket, also the removal of the additional weight in the gutters can make the gutter channels move back to their proper position however the rubber gasket doesn’t always expand back.
Gutter vacuuming is carried out from ground level, if you have gutter guards of any description they will need removing first. Also if the gutters need the use of ladders or 2 people to get the equipment onto flat roofs then this is not included in any quoted prices unless discussed and stated otherwise.
All quoted prices does not include the removal of any type gutter guards of any description unless we have been specifically notified before hand. We can quote for the additional cost of removal of gutter guards however we recommend they are not put back in as they cause more problems and expense than they actually solve
Any pressure washing quotes given do not include any specialist chemical treatments. Also, please note that we can only use the pressure washer at its very lowest setting on wooden decking to avoid damage, this impacts its cleaning ability.
We do not offer any type of internal cleaning and are therefore not covered by insurance for coming through houses. If for any reason we have to come through a property then although we will be extremely careful we are not liable for any damages that may result. We do not carry floor or wall protection due to limited space in the vans.
Prices will increase approximately 5% at the end of June each year.
Each increase is not to increase company profits but to cover costs of staff and running costs. Please note that in 2021 and 2022 we did not apply the mandatory increase.
If a clean needs to be skipped then the clean after will be 50% more to cover the extra labour and water to rid the extra soiling that would have built up.
Unless there is an emergency we need plenty of notice to skip a clean. Building work, holidays etc are not a reason for skipping cleans at short notice as these would have been booked weeks/months in advance and therefore we reserve the right to charge for the slot taken up as we would have turned away other jobs for you
We sometimes take pics of our work for promotional adverts, this will not be identifiable as your property or contain images of people or identifiable personal possessions.
Automated messages sent from our system are from a NO REPLY service. We do not receive the replies. If you need to contact us then WhatsApp is our preferred method or normal text messages to 07549 291438
