Terms & Conditions
1.0 Initial visit
For your first clean only there can be 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.
1.05 What can I expect
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, please notify us when we call to arrange your first clean.
1.1 How often will we visit
We offer the choice of every 4 or 8 weekly visits. We ask for some flexibility on time scales due to rain and other factors of a week either side of the time due. 8 weekly visits are slightly more expensive than 4 due to the extra time it will take to clean the windows.
1.2 Bad Weather
We will always try to not clean your windows in the rain, however we do still work in light/moderate rain or short showers. Our promise to you is that the results will still be the same. If rain is heavy, we will not clean your windows. Your clean will carry over to the next working day. Our pure water systems work in nearly 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 affect our services & schedule.
1.3 Turning us away
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. On the day of the clean it is too late for us to replace your clean with another. We reserve the right if turning our team away at the door or cancelling on the day with our office, to charge you the full price expected 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.
1.4 Ending our services
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 telephone on 07803726900 or by email to info@supremewater.co.uk However, we do not offer one off window cleans unless previously discussed, so by using our services you agree to a minimum of 3 cleans. If cancelling before 3 cleans have taken place the remaining cleans will be payable.
1.5 Complaints procedure
We will always try to 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.
1.6 Confidentiality
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.
1.7 Payments
Customers joining our 4 or 8 weekly rounds are required to pay via bank transfer, direct debit, or cash on the day.
Customers booking one off services such as gutter clearing who are not joining our regular rounds are required to pay a deposit via bank transfer. Once payment is made, we will book the job and aim to be completed within 1 week.
You are required to pay within 7 days of the cleaning date. We accept payment by bank transfer, direct debit, card payment and cash.
If non payment exceeds 30 days Supreme Water reserve the right to suspend your cleaning. If we then fail to receive monies owed within 90 days, we will pass on your details to a collection agency to recover the debt, you will then be liable for all related charges, collection agency fees and court related fees, and this can affect your credit file.
1.8 Scratched Glass Disclaimer
While we take the upmost care when cleaning your windows, Supreme Water accepts no responsibility for any scratches or damage that may occur to glass surfaces during the cleaning process. Scratches can sometimes result from pre-existing damage, imperfections, or the nature of certain types of glass. It is the customers responsibility to notify us of any pre-existing damage or delicate glass surfaces prior to the cleaning service.
Our cleaning brushes are specifically designed for glass and are not capable of causing scratches under normal use. However, we cannot be held liable for any scratches or damage that may have been present prior to the service or that result from factors outside of our control.
1.9 Accepting the terms and conditions
By agreeing to use our services, you are accepting these terms and conditions.
