Terms and Conditions
Insurance
We hold Public Liability Insurance up to £5 million, covering both commercial and residential window cleaning services.
Cooper’s Window Cleaning will not be held responsible for any pre-existing damage to your property or premises prior to our work. Where possible, we will highlight any such issues before commencing cleaning.
We do not accept liability for damage resulting from existing defects or structural issues on the property.
Damages
Cooper’s Window Cleaning does not accept liability for damage caused by pre-existing structural or decorative defects at your property. This includes, but is not limited to: ill-fitting windows or doors, damaged fascias or guttering, loose or poorly fitted trims, unsecured windows or doors, failed or leaking seals, loose leadwork, decorative bars attached to glass, rotting frames, flaking paint, or damaged/open trickle vents.
We do not accept liability for decorative (Georgian) bars becoming loose or detaching from the exterior of the glass. When correctly installed, our cleaning system will not affect them. If they become loose, this is typically due to deterioration of the adhesive over time.
uPVC Frames and Sills
Over time, uPVC frames can oxidise and lose their original colour, particularly on window sills. Our soft-bristled brush may remove this layer of oxidation during cleaning. This can sometimes appear as scratching, but is in fact the removal of surface oxidation. We cannot be held responsible for restoring frames to an “as new” condition.
Glass Scratches
Our equipment is specifically designed for window cleaning, using soft brush heads with nylon bristles and no metal components. These cannot scratch glass under normal conditions. If you believe we have caused scratching, we will assess this with you. If it can be demonstrated that our equipment has caused the damage, we will accept responsibility.
Cracked or Broken Glass
We do not clean windows with cracked or broken panes, as water ingress or further damage may occur.
Access Through Property
If we are requested to pass hoses or equipment through your property, we are happy to do so; however, we do not accept liability for any damage that may occur as a result.
24 hour guarantee
After your windows have been cleaned, our operative will leave a “Windows Cleaned Today” ticket.
Cooper’s Window Cleaning offers a 24-hour satisfaction guarantee on all work carried out. If you are not completely satisfied with the results, we will return and re-clean free of charge. To qualify for a free re-clean, you must notify us within 24 hours of the service.
To report an issue, please contact us via email and we will arrange a revisit as soon as possible.
Please note, a call-out charge will apply if, upon inspection, the issue is found to be due to dirt on the inside of the windows or failure of the double-glazed unit (i.e. condensation or dirt between the panes).
Achieving the best results may require a few cleaning cycles. For example, residues left behind from previous traditional cleaning methods may initially cause slight spotting. Additionally, minor dripping can occur from trickle vents, window seals, or heavily soiled frames. In most cases, this will resolve after a few cleans as the frames and surrounding areas are thoroughly cleaned over time
Payment Terms
Payment is required within 30 days of the cleaning date. You may choose to pay on the day by cash, cheque, or card, or alternatively via bank transfer. Our preferred payment method is GoCardless.
If payment is not received within 30 days, Cooper’s Window Cleaning reserves the right to suspend further services.
If the outstanding balance remains unpaid after 90 days, we reserve the right to pass your details to a debt collection agency to recover the amount owed. In such cases, you will be liable for any additional costs incurred, including collection agency fees and any applicable court fees.
Health and Safety
Health and safety are of paramount importance to us. If we consider any conditions to be unsafe or hazardous, we will suspend work until conditions are made safe. Please note that a charge may be incurred in such circumstances.
For the safety of our operatives and your pets, we kindly request that all dogs are kept indoors while cleaning is taking place, as they may become startled.
If access to a neighbouring property is required in order to carry out the work, please confirm—via email or text—that permission has been obtained.
Method Statements and Risk Assessments are available upon request.
Access to Property / Premises
If we are unable to access any part of your property due to locked gates or other restrictions, we will clean accessible areas only.
Where it is safe to do so, our operatives may occasionally gain access by opening unlocked gates. If you do not wish us to enter your property in this way, please notify us via email so we can record your preference.
We will always endeavour to clean all windows; however, if any areas are deemed unsafe or inaccessible, they will not be cleaned.
Due to insurance limitations, we are unable to move obstacles such as (but not limited to) flowerpots, garden furniture, or other items. If access is restricted by such obstacles, we will be unable to clean those areas. We may not be able to return until your next scheduled clean, so we kindly ask that clear and safe access is provided on the day of service.