For the safety of both our staff and your property, the following guidelines apply:
Customer's Responsibility:
The customer is responsible for ensuring that the work area is free from hazards, including but not limited to trip hazards, debris, pet waste, or any items that may obstruct access or pose a risk of injury.
We recommend that pets be kept away from the work area during the service to ensure their safety and to avoid interference.
Chemical Use:
If chemicals are required for specific tasks (e.g., stain removal), we will notify you in advance. You may be advised to take specific precautions, such as keeping children or pets away from treated areas.
Access and Safety During Service:
If access to gates or property is required for the service, and we deem it safe to do so, we may unlock gates to proceed. Please inform us beforehand if you do not want this to occur.
If the work area is unsafe or obstructed, or if pre-existing damage (e.g., leaks, structural defects) is discovered during the service, we will pause the work and consult with you before proceeding.
Right to Refuse Service:
We reserve the right to refuse any work if safety concerns arise. If the work area is deemed hazardous or if there are structural issues that may impact the service, we will inform you immediately and may need to adjust or cancel the service.
We aim to always communicate any safety concerns transparently and will work with you to resolve any issues before making a final decision on refusing service.
We strive to keep our service simple, reliable, and fair. To help us do that, we ask customers to make payments promptly and communicate clearly about any issues. These payment terms are designed to protect both you and us, ensuring that accounts stay up to date and services can continue without disruption.
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. Failure to meet this deadline may result in suspension of your account and services until the outstanding balance is paid in full. We reserve the right to forward unpaid accounts to a debt collection agency or solicitor for recovery and legal action.
For invoices unpaid after 30 days will incur interest at a rate of 8% plus the Bank of England base rate per month, or the maximum rate permitted by law, from the original due date. Additional charges may apply for any debt collection costs incurred. Late payments can impact our ability to maintain efficient operations, which is why we implement this interest fee. We encourage customers to contact us immediately if there are payment difficulties.
If you dispute an outstanding invoice and claim payment has been made, it is your responsibility to provide proof of payment. We do not accept liability for cash or postal orders lost in transit and strongly advise against sending cash through the post.
We aim to provide the most reliable service possible, but to do so, we rely on our customers' cooperation and reliability. These terms are designed to ensure clarity and fairness for both parties, helping us maintain an efficient schedule and deliver consistent results. Please take a moment to read through the following guidelines to ensure smooth service delivery:
By agreeing to our regular cleaning service, whether verbally or in writing, you enter into a rolling service agreement until you inform us, either verbally or in writing, that you no longer wish to continue. We will notify you via text message prior to a scheduled clean. Unless we are told otherwise, we will proceed with the clean as agreed.
Reminder messages are sent between no later than 10am the day before your scheduled clean. If you need to cancel or reschedule, please notify us before 8pm that same day. This helps us plan routes efficiently and avoid unnecessary travel.
Cancellations made on the day of the clean, or cases where access is blocked or only a partial clean is possible (e.g., locked gates or obstructed areas), will incur a minimum charge of 75% of the full clean cost or £12, whichever is greater. We do understand that emergencies can happen. If something unexpected comes up, please contact us as soon as possible. We’ll review each case individually and may waive or adjust the fee at our discretion.
We understand that life can sometimes get in the way, and there may be occasions when you need to skip a scheduled clean. To help us manage our schedule effectively, we kindly ask that any request to skip is made no later than 8pm the day before the clean is due . Any request to skip made on the day of the clean will incur charges (See "Scheduled Cleans" section above)
If a customer frequently skips cleans or fails to provide notice on multiple occasions, we reserve the right to review and potentially amend or discontinue the cleaning schedule.
If you have any concerns about security or access, please let us know, and we will be happy to make alternate arrangements where possible.
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 only partial cleaning can be completed due to lack of access, we reserve the right to charge a minimum of 75% of the full clean cost, or £12, whichever is higher. We may be unable to return to clean restricted areas until the next scheduled clean.
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 aim to provide reliable service year-round, but weather conditions can sometimes affect what we’re able to carry out safely and effectively. The following guidelines explain how we manage appointments during different weather conditions and what to expect if changes are needed.
Our equipment and methods allow us to carry out most services in rain and cold temperatures. However, extremely cold temperatures, high winds, storms, and snow may disrupt scheduled work. In these cases, we’ll notify you as soon as possible and reschedule if needed.
If you're on a regular schedule and choose to skip a service due to weather, this will be marked as a “skipped” visit and not rescheduled until your next routine appointment (see the “Skipped Cleans” section for more details).
During freezing conditions, we may treat areas with excess water to maintain safety on and around your property.
Please note that quotations are subject to change if the circumstances surrounding the work change or if additional requirements arise. We reserve the right to invalidate any given quotation at any time, without prior notice, if the information provided is inaccurate or if conditions change. If the scope of work changes after a quotation is provided, a new quote may be issued.
If there’s any concern regarding the condition of your property that may affect our cleaning, please let us know ahead of time so we can ensure the best care is taken.
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-bristled plastic brush may remove some oxidation during cleaning, which can sometimes appear as surface scratching. This is not actual damage but a result of the cleaning process on aged UPVC. We will not be responsible for restoring your windows to "as new" condition.
For all services, it is the customer's responsibility to notify us of any pre-existing damage, such as leaks, internal water damage, or other concerns that may affect our cleaning methods. We will conduct a visual check before starting work. If we observe any damage or potential issues, such as signs of water ingress during cleaning, we will pause the cleaning and consult with you to determine whether it is safe to proceed. We are not liable for any damage that may occur due to pre-existing conditions that we were not informed of beforehand.
We strive for the best possible results in every clean. If you're not satisfied, please reach out within 48 hours so we can address any issues promptly. We may suggest follow-up visits to resolve any concerns.
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 timeframe will still be considered, but any follow-up action is at our sole 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.
While we strive to maintain the highest cleaning standards, please note that we are not responsible for any damage or disruption caused by external factors after the service has been completed. For example, if the cleanliness of freshly cleaned areas is affected by activities such as gardening, we will not be liable for any subsequent cleaning or visits.
We are not liable for failure or delay in performing our services due to events beyond our reasonable control, including but not limited to natural disasters, extreme weather conditions, accidents, strikes, civil unrest, pandemics, or government-imposed restrictions. If such circumstances prevent or delay the provision of services, we will notify you as soon as reasonably possible, and where necessary, reschedule or modify the service. No compensation will be offered for delays or non-performance due to Force Majeure events.
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.