Terms & Conditions

Registered In England & Wales

Our Terms Of Business - Effective from 19/03/2023

By placing an order in person, over the phone or by email, customers have agreed and are duty bound to the following Totally Glass' Terms and Conditions of business.

For your first clean only there is 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. We do not offer "one off" window cleaning services. All customers whether on a 4 or 8 weekly window clean round accept that they are signing up to a minimum of 3 cleans, inclusive of the initial clean.

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.

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. We do not offer "one off" window cleans and by engaging our services all customers understand that they are signing up to a minimum of 3 cleans, inclusive of the initial clean.

We will always try to not clean your windows in the rain, but this is Cornwall and sunshine is never guaranteed. We do still work in light 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.

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, when we are in the local area cleaning for other customers. On the day or even the evening before of the clean, it is too late for us to replace your clean with another clean. We reserve the right if turning our team away at the door or cancelling on the day/evening before 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 of a clean, if access on the day has not been made available by the customer.

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 01326 531 711 or by email to info@totallyglass.co.uk, during office hours Monday to Friday 9am - 5pm. However, we do not offer one off window cleans, 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 in order to cancel our services in full.

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 original clean date. 

The Client agrees to allow the us back to re-clean any disputed areas/items before making any attempts to clean those areas/items themselves or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled.

However, should the reason for the complaint stem from dirty internal windows, then we reserve the right to charge a full clean to cover our staff's time and fuel costs.

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.

Customers joining our 4 or 8 weekly rounds are required to pay via our direct debit system GoCardless, which can be set up on our ‘GO CARDLESS SETUP’ page. Payments are then automatically collected 5 days after each clean. Please note that we do not accept cash or cheque payments.

Customers booking one off services such as gutter clearing who are not joining our regular rounds are required to pay by credit or debit card in advance. This can be done over the phone on 01326 531 711. Once payment is made, we will book the job to be completed within 1 week.

We reserve the right to cancel services without notice due to delayed payments over 14 days.

We reserve the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 5% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.

We reserve the right to charge £50.00 + vat administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.

We reserve the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services ie signing up for 3 cleans but only having 1.

The Client agrees to and authorises the Company to charge his debit/credit card he has provided to the Company with any outstanding amounts owed to the Company.

Where such alternative arrangements have been made the Client must make payment within 14 days of the invoice date.