Domestic Window Cleaning Terms & Conditions
Domestic Window Cleaning Terms and Conditions
These terms explain how Sapphire Cleaning Specialists Ltd provides its regular domestic window cleaning service. Please read them carefully before signing up.
By booking or receiving our services, you confirm that you have read and accepted these terms and conditions.
Effective from: 18 August 2026
- Our Service
Sapphire Cleaning Specialists Ltd aims to provide every customer with a reliable, professional and high-quality window cleaning service.
Our regular domestic window cleaning service is available on either a 4-weekly or 8-weekly schedule.
We also provide gutter clearing, gutter, fascia and soffit cleaning, conservatory cleaning, pressure washing, render cleaning and roof cleaning. Separate prices and service arrangements may apply to these services.
- What Is Included
Unless agreed otherwise, our regular window cleaning service includes the external cleaning of accessible window glass, frames, sills and external doors using a water-fed pole system.
Any additional areas or services must be agreed and priced separately.
- Minimum Charge
Our minimum charge for any scheduled window cleaning visit is £20.
This minimum charge applies regardless of the size of the property or the number of windows we are able to clean.
- Cleaning Schedule
Customers can choose either a 4-weekly or 8-weekly cleaning schedule.
We aim to keep cleans as close as reasonably possible to the agreed frequency. However, the service is not provided on a guaranteed fixed date.
Cleaning dates may occasionally change because of staff availability, vehicle or equipment issues, public holidays, access problems, unusually large jobs or other circumstances outside our reasonable control.
Where a delay occurs, we will carry out the clean as soon as reasonably possible. A delay does not normally change the date of future scheduled cleans.
- Cleaning in Different Weather Conditions
We operate in most weather conditions, including rain. A scheduled clean will not be cancelled solely because it is raining, and customers should not cancel a clean for this reason.
We may postpone a clean where weather conditions are considered extreme or unsafe. This can include high winds, lightning, heavy snow, ice or any other conditions that could place our team, customers or property at risk.
Where we postpone a clean because of extreme or unsafe weather, we will return as soon as reasonably possible.
- Appointment Notifications
Where available, we will normally send a notification before the scheduled cleaning day.
Customers are responsible for ensuring that we hold the correct and up-to-date telephone number and contact information.
Notifications are provided as a courtesy. A failure to receive a notification does not automatically cancel the scheduled clean.
- Access to the Property
Customers must provide clear and safe access to all areas due to be cleaned on the scheduled day. This includes leaving gates unlocked and ensuring that access routes are free from obstructions.
If we cannot access all or part of the property, we will clean the areas that are safely accessible.
Where access has not been provided and we have not received sufficient notice, the customer will be charged either:
- Our minimum charge of £20; or
- 50% of the normal scheduled cleaning price,
whichever amount is higher.
- Cancelling or Skipping a Clean
Customers may cancel their regular window cleaning service at any time by contacting us.
No cancellation charge will apply where the service is cancelled before a clean has been scheduled or where at least 24 hours’ notice is provided before the next scheduled clean.
If a scheduled clean is cancelled with less than 24 hours’ notice, we reserve the right to charge £20 or 50% of the normal scheduled cleaning price, whichever amount is higher. This reflects the time reserved for the appointment and the loss of the opportunity to schedule another customer.
Where we attend but cannot gain access, the access charge described in Section 7 will apply.
Repeated cancellations, skipped cleans or access problems may result in removal from our regular cleaning schedule.
- Payment
Payment is due within seven days of the cleaning date unless another arrangement has been agreed in advance.
Our preferred payment method is GoCardless, which allows payment to be collected automatically following each completed clean. Bank transfer or card payment may be accepted where agreed.
If an account becomes overdue, we may pause future cleans or remove the property from our regular cleaning schedule until the outstanding balance has been paid.
Customers remain responsible for paying for all services already provided and any valid charges applied under these terms.
- Our Clean Guarantee
If you are unhappy with the standard of your window clean, you must contact us within 24 hours of the service.
We will arrange to return and re-clean the affected area at no additional cost where appropriate.
Requests received after the 24-hour period may not qualify for a complimentary re-clean.
This guarantee does not apply to permanent staining, scratched glass, failed window units, pre-existing damage, building defects or areas that could not be safely accessed.
- Windows and Doors
Customers are responsible for ensuring that all windows, doors and vents are properly closed before cleaning begins.
Sapphire Cleaning Specialists Ltd is not responsible for water entering a property through an open window or door, damaged frame, faulty seal, failed or blown unit, poorly fitted window, vent or any other pre-existing defect.
- Wooden Frames and Painted Surfaces
Water-fed pole cleaning may not be suitable for every type of wooden or painted window frame.
Where wooden frames are present, we may limit the service to cleaning the glass and removing accessible cobwebs.
We are not responsible for flaking paint, weakened coatings, surface deterioration or paint loss caused by age, weathering, poor maintenance or an existing defect.
- Loose or Fragile Window Fittings
Customers should tell us about any known damaged, loose or fragile fittings before cleaning begins.
We cannot accept responsibility for damage caused by the failure of loose, brittle, unsecured or poorly maintained items. This can include weep vents, trims, clips, decorative fittings, window bars and stick-on glazing bars.
Adhesive window bars and decorative fittings can weaken with age and may become loose during normal cleaning. Repair or replacement of pre-existing defective fittings remains the customer’s responsibility.
- UPVC and Leaded Windows
We take reasonable care when cleaning UPVC frames, sills, doors and trims. However, cleaning may reveal marks, fading, staining, oxidation or age-related deterioration that cannot be removed through normal window cleaning.
We are not responsible for existing defects or deterioration affecting UPVC surfaces.
Older leaded or lead-lined windows can also become brittle or loose over time. We are not responsible for damage resulting from leadwork that was already weakened, loose, damaged or poorly maintained before cleaning.
- Customer Responsibilities
Before we arrive, customers should:
- Ensure windows, doors and vents are closed;
- Unlock any gates required for access;
- Move vehicles where they prevent safe access;
- Remove fragile items and obstructions from cleaning areas;
- Secure pets where necessary; and
- Tell us about any known hazards, damage or access restrictions.
We may refuse to clean any area that our team considers unsafe or unsuitable.
- Gardens, Dog Mess and Unsafe Conditions
Gardens, paths and access routes must be kept reasonably clear, safe and hygienic.
If dog mess, animal waste or another hazard prevents safe access, we may leave the affected area uncleaned or decide that the clean cannot safely be carried out.
Where this happens, the access charge will be £20 or 50% of the normal scheduled cleaning price, whichever amount is higher.
Repeated problems involving unsafe or unhygienic access may result in removal from our cleaning schedule.
- Items Left Outside
Customers should move garden furniture, plant pots, ornaments, toys, tools, doormats and other items away from windows and access routes before our arrival.
Window cleaning involves the use of purified water. We are not responsible for outdoor items becoming wet when they have been left within the cleaning area.
Our team is not required to move heavy, valuable or fragile items. If an item prevents safe access to a window, that area may be left uncleaned and the access charge set out in Section 7 may apply.
- Damage and Liability
We will provide our service with reasonable care and skill.
Sapphire Cleaning Specialists Ltd is not responsible for damage or loss resulting from:
- Pre-existing damage or defects;
- Loose, damaged or poorly maintained fittings;
- Deteriorated materials or surfaces;
- Open windows, doors or vents;
- Items left within the working area;
- Unsafe access conditions; or
- Circumstances outside our reasonable control.
Any accidental damage believed to have been caused during cleaning should be reported to us within 24 hours, together with photographs where possible, so that we can investigate.
Nothing in these terms excludes or limits any liability that cannot legally be excluded or any rights provided to customers by law.
- Contacting Us
Questions, cancellations, complaints or reports of accidental damage should be directed to:
Sapphire Cleaning Specialists Ltd
11 Warilda Avenue
Clydebank
G81 2PS
Company number: SC888576
VAT registration number: 521 5473 11
Email: enquiries@sapphire-cleaning.com
Telephone: 07947 883374
Website: sapphire-cleaning.com
These terms do not affect your statutory consumer rights.