Terms & Conditions | Grafton Gleams

Grafton Gleams – Terms & Conditions

By using our services, you agree to the following terms and conditions.

1. Scope of Service

We use a professional pure-water cleaning system designed to safely clean glass, frames, sills, and doors.

Standard cleans include glass, frames, sills, and doors unless otherwise agreed.
We do not remove paint, cement, mortar, silicone, rust, stickers, adhesives, or heavy staining.

2. Cleaning Schedule

3. Access & Safety

Customers must ensure full access to the property, including unlocked gates and clear working areas.
If access is restricted, only accessible areas will be cleaned.
If rear access is unavailable (e.g. locked gate), only front-facing windows will be cleaned.
Full payment still applies where access is restricted or denied.

4. Weather Policy

We operate a “rain or shine” service. Rain does not affect the quality of a pure-water clean.
Work will only be postponed in unsafe conditions such as high winds, lightning, or severe weather.
If a visit is postponed, it will be rescheduled at the next available opportunity.

5. Cancellations

We require at least 24 hours’ notice for cancellations or changes.
Cancellations made on the day of service, or where access is not available, may be charged at the full service price.

6. Payments

Payment is due upon completion of the window clean.
Customers may pay by GoCardless Direct Debit or Bank Transfer, as agreed when joining our service.
GoCardless Direct Debit is our preferred payment method for regular customers.
Customers paying by GoCardless Direct Debit will normally have payment collected 3-7 days after the clean and receive advanced notification before payment is collected.
Customers paying by Bank Transfer will receive a text message after their clean and payment must be made within 24 hours of the service being completed.
If payment is not received within the required timeframe, we reserve the right to suspend or cancel future services until the outstanding balance has been paid.
Any charges incurred as a result of failed Direct Debit payments or unpaid Bank Transfers may be passed onto the customer where applicable.

7. Satisfaction Guarantee

If you are not satisfied, you must contact us within 24 hours of service completion.
We will inspect and, where appropriate, re-clean affected areas free of charge.
We cannot accept responsibility for issues reported after 24 hours.

8. Liability

We are not liable for:

Pre-existing scratches, defects, or manufacturing debris revealed during cleaning
Damage to brittle plastic, perished rubber seals, or ageing fixtures
Water ingress caused by faulty seals, poor maintenance, or unsecured windows/doors

9. Service Cancellation

Ongoing services may be cancelled with 7 days’ notice prior to the next scheduled clean.

10. Right to Refuse Service

We reserve the right to refuse or discontinue service where conditions are unsafe, access is repeatedly restricted, or payment terms are not met.

11. General

We aim to provide a reliable, high-quality service and keep your windows looking their best all year round.