Full payment must be received within 15 days for commercial accounts and within 3 days for residential accounts from the invoice date, unless otherwise stated or previously agreed upon. Failure to meet this deadline may result in the suspension of your account and services until the outstanding balance is settled. We reserve the right to forward unpaid accounts to a debt collector or solicitor for recovery and legal action.
If you dispute an outstanding invoice and claim payment has been made, it is your responsibility to provide proof of payment. We cannot accept liability for postal orders or cash lost in transit; therefore, we strongly advise against sending cash through the mail.
By agreeing to our regular window cleaning service, whether verbally or in writing, you enter into a binding agreement with us until you inform us, either verbally or in writing, that you no longer wish to continue the service. We will notify you via text message prior to a scheduled cleaning, and unless you inform us otherwise, we will proceed with the clean as part of our agreement.
By choosing our regular window cleaning service, you acknowledge and agree to these terms, and any amounts owed following a scheduled clean are subject to our payment terms.
Our pure water systems are effective in all weather conditions, which allows us to provide a year-round cleaning service. We will clean your property regardless of rain or low temperatures. However, high winds and snow may affect our services and schedule, and we will promptly notify you of any changes.
If you are on a regular schedule and wish to skip a cleaning due to weather, please note that this will be marked as a "Skipped" clean and will not be rescheduled until the next cleaning date (see the section on skipped cleans for more information).
In freezing temperatures, we may need to treat areas with excess water to ensure safety.
Our operators may gain access to your property by unlocking your access gate, provided it is deemed safe to do so. If you prefer that we do not do this, please inform us.
If we cannot access parts of your property due to locked gates, we will only clean the areas that are accessible, which will typically be charged at 75% of the total clean cost. We may be unable to return to clean restricted areas until the next scheduled clean. To avoid this, please ensure safe access is available. We will only consider climbing over locked gates or walls if you provide prior consent.
While we strive to clean all windows, we will not clean any window deemed inaccessible or unsafe.
For insurance liability reasons, we cannot move obstacles such as flowerpots, garden furniture, filing cabinets, or items on internal windowsills. If these items restrict access, we will not be able to clean that area.
We do not accept liability for damage caused by decorative or structural defects at your property, including but not limited to ill-fitting windows, doors, fascia, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, decorative bars affixed to glass, rotting frames, flaking paint, and open or broken trickle vents.
We are not liable for decorative bars coming loose or falling from the exterior of the glass. If these bars are properly installed, our brushes will not cause damage. If they become loose or fall, it is due to improper adhesion to the glass and exposure to dust, rain, and other contaminants.
Over time, UPVC window frames may oxidize and lose their color, particularly on window sills. During our cleaning process, our soft plastic brush with nylon bristles may remove some oxidation, which could appear as scratches. We will not be responsible for restoring your windows to "as new" condition.
When quoting for conservatory roof cleaning, we conduct a survey to ensure safe cleaning practices. We always check with you to see if you are aware of any leaks or internal damage that may affect our cleaning methods.
We do not use pressure washers for cleaning roofs; instead, we use specialized water-fed brushes and poles to minimize pressure and prevent damage.
If we are not informed of any leaks or internal damage, we will proceed with the cleaning as usual. We will not be liable for any internal water damage caused by pre-existing conditions if we were not notified beforehand.
If we observe water leaking during the cleaning process, we will stop the clean and consult with you on whether it is safe to continue.
To qualify for our 48-hour re-clean guarantee, please register complaints within 48 hours of the cleaning. All re-cleans are at the discretion of Ace Window Cleaning LTD. Complaints received after this period will also be handled at our discretion.
Please note that achieving optimal cleaning results may require multiple cleans. For instance, detergent residues from previous traditional cleaning methods may initially cause slight spotting. Leaching from trickle vents, beading, and heavily soiled frames may also occur but typically resolve after a few cleans, once all dirt is thoroughly removed.
Our Privacy & Cookie Policy is available for review at the bottom of this website.
We reserve the right to amend these terms and conditions without notice.