‍1.0 What can I expect

Our pure water cleaning system is highlyeffective at removing general dirt from your windows. However, it will not removebuilders' residue (such as plaster, concrete, paint, etc.), stickers oradhesive, chemical staining or discolouration on the glass or frames, rustmarks, or UV bleaching on window frames. If your windows have any of theseissues, please let us know when we contact you to arrange your first clean.

1.1 How often will we visit
We offer the option of visits every 6 or 12 weeks. We kindly ask for a littleflexibility with the schedule, as weather conditions and other factors mayoccasionally mean your clean takes place up to a week earlier or later thanplanned.

1.2 Bad Weather
We always aim to avoid cleaning your windows in the rain. However, we may stillcarry out cleans in light rain or brief showers, and we guarantee that theresults will be just as good. If the rain is heavy, we will postpone your cleanand reschedule it for the next available working day.

1.3 Turning us away


We do our best to be reliable and committed to ourcustomers, and we appreciate the same consideration in return. When we scheduleyour clean, we allocate time specifically for you. If you cancel on the day ofyour clean or turn our team away at the door, it’s too late for us to fill thatspace. In these cases, we reserve the right to charge the full price of thescheduled clean and/or cancel any ongoing service. We also reserve the right tocharge the full price if we are unable to carry out the clean due to lack ofaccess provided by the customer.

1.4 Ending our services

You are free to cancel our services at anytime, should you wish to do so. Cancellations can be made by phone on 0208 0504535 or by email at info@thewindowbrothers.co.uk.
Please note, we do not offer one-off window cleans. By using our service, youagree to a minimum of three cleans. If you choose to cancel before the threecleans have been completed, the outstanding cleans will still be chargeable.

1.5 Complaints procedure



We are committed to providing you with thehighest standard of service every time we clean your windows. If, for anyreason, you are not satisfied with the clean, please contact us within 24hours. We will happily return on the next working day to re-clean your windowsfree of charge. Please note that complaints made after 24 hours may not qualifyfor a re-clean. We operate a no-refund policy but will always offer to rectifyany issues free of charge, as long as we are informed within 24 hours of the clean.

1.6 Confidentiality

All customer information is stored securelyand treated with strict confidentiality. We do not share or disclose yourdetails to any third party, in accordance with the requirements of the DataProtection Act.

1.7 Payments



Customers who join our 6 or 12-weeklycleaning rounds are required to pay via our Direct Debit system, managed byGoCardless. Once your booking is confirmed, we will provide you with a link toset up your Direct Debit. Payments will then be collected automatically 5–7days after each clean.
For gutter cleaning services, bookings will be handled by our sister company,Gutter Brothers Limited. Once the work has been completed, an invoice will beissued, and payment will be due upon receipt.

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