A Few Common Questions

I get asked these a lot, so here’s a quick overview of how my service works 👇

How often do you clean windows?

I work on regular, scheduled rounds rather than one-off visits.
This keeps the service reliable, consistent, and fairly priced for everyone on the round.

Availability depends on location and current capacity.

Do you still clean if it’s raining?

Yes — light rain usually isn’t an issue and I’ll carry on as normal.

In more severe conditions (high winds, storms, snow, or ice), a clean may be skipped for safety and quality reasons. If that happens, I’ll pick things up again on the next scheduled visit and let you know on the day.

If you choose to skip a clean due to weather, the skipping a clean policy applies.

I’m on a premium (hand-cleaned) service — what happens in wet weather?

Hand cleaning isn’t always possible in wet conditions.

If that’s the case, I may clean using standard water-fed pole methods instead, and the price will be adjusted accordingly. This keeps things moving while still delivering a good result.

What if access isn’t available on the day?

Clear access is needed on the day of the clean.

If gates are locked, access is blocked, dogs are out, or similar issues prevent safe access, the clean will be skipped and picked up on the next scheduled visit.

I don’t carry out partial cleans (for example, front windows only), and windows that require access through the house aren’t cleaned.

Can I change my service day?

Service days are fixed to keep routes efficient and reliable.

If there’s suitable space on another round, a change may be possible — but this depends entirely on availability.

How does payment work?

Payments are collected via GoCardless, which keeps things simple for both of us.

Payment is requested after each clean, and you’ll receive an email when it’s collected. Once set up, there’s nothing you need to remember or manually transfer.

If a payment is outstanding, the next clean won’t be completed until the account is up to date.

If you’d like to know more about GoCardless, here’s a short explainer video:
👉 https://youtu.be/kyzz0tfsP84?si=3BrHPrWBduMN8IRX

Can I skip a clean?

Yes — just bear in mind that skipping a clean means the next visit usually takes longer.

For that reason, a 25% additional charge applies to the next clean. After that, pricing returns to normal.

What if you have to miss a clean?

If I ever need to miss a clean due to sickness, holidays, or unexpected circumstances, that visit is simply skipped and resumed next time.

No additional charge applies, and I’ll always give as much notice as possible for planned time off.

Why do prices sometimes change?

Prices reflect the time involved, setup, route efficiency, and consistency of the service.

They’re reviewed periodically and applied consistently across the round. Individual prices aren’t negotiated outside this structure.

What happens if my price changes?

If a price change is needed, you’ll be informed in advance.

If you’re happy to continue, nothing else needs to be done. If the new price doesn’t work for you, you’re free to stop the service with no obligation.

Do you offer one-off cleans?

My focus is on regular, scheduled cleaning.

One-off cleans are treated as an add-on and are only considered where time and route efficiency allow, with regular customers always taking priority.

The minimum charge for a one-off clean is £50.

Why does the first clean sometimes cost more?

First cleans can take longer if windows haven’t been maintained regularly.

Any additional cost depends on the condition of the windows and is assessed when quoting, so there are no surprises.

What if I want to stop the service?

You can stop the service at any time, for any reason.

If you do, the slot is simply offered to the next suitable customer, and any outstanding payments or credits are settled.

What if something gets damaged or I’m not happy?

Care is taken on every visit.

If there’s ever a concern, just let me know within 48 hours so it can be reviewed properly.
If an issue is found to be related to the service, it’ll always be put right.

Issues raised later, or relating to pre-existing damage or normal wear and tear, may not be accepted as service-related.

What if something comes up that isn’t covered here?

If something isn’t covered explicitly, I always default to protecting reliability, fairness, and the structure of the round so the service works well for everyone.

Policies

If a situation isn’t covered explicitly below, I default to protecting schedule integrity, reliability, and fairness across the round.

Access Policy

(Dogs out/locked gates/obstructions)

Customers are responsible for ensuring clear access on the day of service.

Where access is not available due to locked gates, blocked access, or similar issues, the clean is skipped and carried forward to the next scheduled visit.

Partial cleans are not undertaken.

Windows that require access via going through the house will not be cleaned.

Weather policy

Window cleaning can usually be carried out in light rain, and maintaining a reliable service is a priority.

Customers on a premium service (hand-cleaned where accessible) may, during wet weather, have their windows cleaned using standard methods (water-fed pole) where hand cleaning is not suitable. In these cases, the price will be adjusted accordingly.

In conditions such as high winds, storms, snow, or ice, it may be necessary to skip a clean for safety and quality reasons. Where this happens, the clean will be resumed on the next scheduled visit and customers will be informed on the day.

If customers wish to skip due to weather then the skipping a clean policy applies.

Pricing Policy

Prices reflect time, setup, route efficiency, and service consistency.

Prices are reviewed periodically and applied consistently across the round.

Individual prices are not negotiated outside this structure.

Price change Policy

When prices are adjusted, customers are informed in advance.

If no objection is raised, service continues at the updated rate. If a customer no longer wishes to continue at the new rate, the termination policy applies.

Termination Policy

If a customer no longer wishes to continue at the current rate or wishes to leave the service for any reason, the slot is released and offered to the next suitable customer. All payments and or credit will be settled prior to exit.

Schedule change policy

Service days are fixed. Changes are only made where suitable space exists on another round.

Payment policy

Payments are collected exclusively via GoCardless. I’ve found this to be the most efficient for both myself and my customers. Payments are only requested following a clean. You will receive a email to notify you of collection. Payment will be made using the card you signed up with. After the initial setup you don’t have to remember to manually transfer payment The following clean will not be completed until payment is made.

For more information on GoCardless please follow this link:

https://youtu.be/kyzz0tfsP84?si=3BrHPrWBduMN8IRX

Skipping a clean

If a clean is skipped the next visit will take longer, due to time between cleans, so a 25% charge would apply for that clean - which would be an additional [X] to your regular price.

After that, the price returns to normal on the following visit.

Holidays and sickness policy

If a clean is missed due to circumstances on my side, such as sickness or unexpected circumstances, a clean may be skipped however no additional charge applies on the next visit.

If I have planned time off for holidays and cannot complete your next scheduled clean, as much notice as possible will be given and no additional charges will apply on the next visit.

First Clean and One-Off Clean Policy

First Cleans

First cleans may incur an extra cost due to the time taken to get the windows to a standard to maintain going forwards. This is dependent on the cleanliness of the windows which will be assessed on quotation of the work.

One-off cleans

One-off cleans are treated as an add-on service, with regular customers always taking priority.

Where time and route efficiency allow, one-off cleans may be considered.

The minimum charge for a one-off clean is £50.

Damage & complaints

Care is taken on every visit, and any concerns should be raised within 48 hours of the clean so they can be reviewed promptly.

Where an issue is found to be related to the service provided, it will always be put right.

Issues reported outside of this timeframe, or relating to pre-existing damage, wear and tear, or factors outside of control, may not be accepted as service-related.

Our Location

Proudly serving Saffron Walden and nearby villages with reliable, premium exterior cleaning.