Terms & Conditions
Revised June 2019
Plumtree Window Cleaning Ltd employs it's own window cleaners and also manages franchise owners who are licensed to trade under the 'Plumtree Window Cleaning" name. These terms and conditions apply when using the services of "Plumtree Window Cleaning".
You are required to pay within 7 days of the cleaning date, to ensure this happens we require payment for your regular window cleaning via GoCardless Direct Debit. We do not accept payments by cash, cards, cheques or bank transfers for regular window cleaning. GoCardless is our only payment method for regular window cleaning. Please note that we also act as an agent to collect payments on behalf of our franchise owners.
If non payment exceeds 14 days Plumtree Window Cleaning will add a late payment charge of £3.00 per month to cover additional administrative costs, if you fail to pay within the stated times above and the balance continue's to be unpaid for more than 30 days Plumtree Window Cleaning reserve the right to suspend your cleaning or replace your spot on the round with another customer. If we cannot contact you by phone to collect the outstanding balance by debit card and your GoCardless direct debit is not in place will will send you a payment demand letter at a cost to you of £5.00 This will be added to your outstanding balance. If we then fail to receive monies owed within 60 days, we have the right to contact a collection agency to recover the debt, you will be liable for all related charges, collection agency fees and court related fees.
If the GoCardless Direct Debit mandate is cancelled intentionally after the first clean we will charge you £60.00. This charge is for the "One Off" clean price of £40.00 and the cancelled direct debit charge of £20.00. We will instruct a debt collection agency to recover this amount plus costs.
Our pure water systems work in all weathers, therefore weather conditions are not an acceptable reason for postponing our services. We offer an all year round regular service. We will clean your property in all weather conditions including rain and very low temperatures. High winds and deep snow do effect our services & schedule.
Ingress & Egress
Should we be unable to access any part of your property due to locked gates we will only clean the accessible areas such as the front & sides. We might be unable to return to clean the restricted area until the next scheduled clean. To avoid this please ensure that we have your correct phone number for our SMS text reminder service which we send out the evening before each visit. If you are going on holiday just let us know by completing the form on the customer service page and we will "miss" the clean and you won't be charged.
If we deem it safe to do so our operators will from time to time will gain access to your property by unlocking your access gate. If you do not wish us to do this please complete the contact form on the customer service page so we can keep your preference on our records.
We will endeavour to clean all windows, but if we deem any window/s to be inaccessible or unsafe to clean, we will not clean them.
Please do not ask our window cleaners to carry out unsafe working practises. They do not use ladders for window cleaning or climb on or over fences, roofs and garages.
Due to insurance liabilities we will be unable to move obstacles such as but not exclusive to: flowerpots, garden furniture etc. If these or any other items restrict access to an area of your property we will be unable to clean it.
Due to previous insurance claims we do not bring our water hoses through your property or climb over fences. We do offer a "front windows only" service for properties with no rear access. See price guide on the window cleaning page of the website.
Plumtree Window Cleaning ask for window cleaning customers to state clearly if the services requested are intended as a “one off clean”. If not it is assumed a verbal maintenance contract has been initiated for 3, 6 or 12 weekly window cleaning and you will be obliged to have a minimum of 2 cleans before cancellation of the services can be requested. The total price for the 2 cleans will become payable in full if you cancel our services before the 2 cleans have been completed.
If you are a domestic customer that agreed to a 3, 6 or 12 weekly all year round service and you choose to postpone the cleaning throughout the winter months, you will be charged the “12 weekly” rate for the first re clean, once service is re-established.
We are happy to supply a schedule of visit dates for our domestic customers, however this is a guide indicating the week commencement date when we plan to visit, we cannot be held to a specific date or time. With such factors as public holidays, extreme weather, staffing levels, etc, it is not always possible to supply an exact date.
Our regular window cleaning round is approximately 3, 6 or 12 weekly. Staff holidays, sick leave and bad weather can effect our schedule. Also at the end of each year we optimise our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.
Our window cleaners do not accept liability for damage caused by decorative or structural defects at your property, such as, but not limited to, ill fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, loose stuck on lead, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, etc.
Our window cleaners accept no liability for decorative bars coming loose or falling from the exterior of the glass. If these bars are correctly installed our brushes will not damage them in any way. If they do become loose or fall off it's because the adhesive is not bonding correctly with the glass. This is because over time the double sided tape used to stick the bars to your glass loses it's adhesion.
Scratched window sills: Over time your upvc window frames will start to oxidise and slowly lose their colour. Your windows sills will be the most effected. When we are cleaning your windows our brush head which is made from soft plastic with nylon bristles may remove some of the oxidation. This may look like scratches but in fact it's just where the grey oxidation has been removed. We will not be held responsible for returning your windows back to "as new" condition.
Scratched glass: The brushes we use are specifically designed for window cleaning and are made of a soft plastic head stock with nylon bristles. There is nothing on the brush which can scratch your glass. There are no metal parts on the brush. If you feel that we have caused damage to your glass we will bring over a brush and ask if you can scratch the glass again. If you succeed we will pay to replace the glass.
Due to previous insurance claims we no longer bring our water hoses through customers houses. If your house has no other means of rear access other than going through the living area of the house select our "Front window Clean Only" service.
48 Hour Guarantee
After we have cleaned your windows the cleaner will leave a "Windows Cleaned Today" card. This card outlines our 48 hour guarantee. Plumtree Window Cleaning offer a 48 hour guarantee against any work carried out. If you are not 100% satisfied we will come back and re-clean for free. To qualify for a free reclean you must contact us within the 48 hour time period. To book a free re-clean just complete the contact form on our "Customer Service" page. A call out charge of £45.00 may be applied if we return to clean and we find it's the inside of the windows that are dirty or the double glazed unit has failed and the dirt is on the inside of the unit.
Achieving optimum cleaning results may require a few cleans. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents, beading and heavily soiled frames, however in most cases, this will cease after a couple of cleans, once the dirt is removed fully from the frame areas.
If you wish to cancel our services please provide at least 5 days notice via post, email or sms text before the next scheduled date. Failure to do so will result in a 100% charge for any work scheduled within this period.
Plumtree Window Cleaning will send an SMS Text message the evening before the day of cleaning to remind you to unlock your gates and close your windows/vents for the day. This message is automated and cannot be replied to. Any cancellation notice received after this text message will not be acted upon. Our offices close at 5.00pm and reopen at 9.00am the next day.
Right To Refuse Work
Plumtree Window Cleaning reserve the right to refuse certain work/jobs even if we have taken payment in advance from you for the service to be carried out. The advance payment does not constitute a verbal or written contract between us. If we refuse the work/job on sight a full refund of any monies will be paid.
By using Plumtree Window Cleaning for your chosen service we may email you to inform you of various offers we are promoting. If you do not wish to receive any emails simply click on the "unsubscribe" button at the bottom of the email or email us at firstname.lastname@example.org. with the following subject line: "Please remove me from your email list".
Free Window Clean Promotion
From time to time we offer a "Free Window Clean" promotion. To qualify for this offer you just need to have joined one of our three, six or twelve weekly window cleaning rounds when the offer is on and have an active GoCardless direct debit mandate set up with us. To claim your credit just complete the form on our "Customer Service" page after your second window clean and before the third clean is due. We will then credit your account so your third window clean is absolutely free of charge. Please note that the credit is for the "third" window clean only.
We reserve the right to amend these terms and conditions without notice.