• Home
• T&C's

Penny Lane T&C’s

1. We use heated purified water to clean the windows, frames and sills, which does an amazing job at removing dirt and leaving a perfectly smear-free window. However, below are items that it will not remove.

   If you would like these items removed, please speak to us, and we will see if it is possible and provide a quote.

   • Builder’s residue (plaster, concrete, paint)
   • Stickers or adhesives
   • Stains from chemicals or rust
   • UV bleaching of window frames
   • Hardwater stains

2. We climb onto lower roofs when needed to clean certain windows, skylights, etc.

   During wet weather, our technicians reserve the right to decide if, due to a wet roof or floor tiles make it is unsafe to climb. The same applies in dry weather if the surface to place the ladder is slippery.

   In this event, anything not cleaned that comes at an additional charge, e.g. a roof lantern, will be deducted from the invoice.

3. Visits are usually on the same day of the week every 4, 8 or 12 weeks. There are times when the visit day is adjusted due to things like freezing weather, van repairs etc…

4. In the event you’d like to cancel using us on an ongoing basis or for just your next visit, you must ensure you have done this by the latest, 6 pm the evening before your next scheduled visit. If you cancel on the day of the visit, or when a technician arrives at your property, a 50% cancellation fee will be charged to accommodate our costs incurred. To make a cancellation, you must either call 01992 272 102 or email info@callpennylane.com

5. In the event you’d like to reschedule your next visit or the day of all future visits, you must ensure you have done this by the latest, 6 pm the evening before your next scheduled visit. If you reschedule on the day of the visit or when a technician arrives at your property, a 50% may be charged to accommodate our costs incurred. To reschedule, you must either call 01992 272 102 or email info@callpennylane.com

6. We clean through rain unless it is extremely heavy. There is no reason to cancel due to rain, but if you do, you must do it by no later than 6 pm the evening before your next scheduled visit. Doing it on the day of the visit or when a technician arrives at your property, a 50% may be charged to accommodate our costs incurred. To reschedule, you must either call 01992 272 102 or email info@callpennylane.com

7. If you are not satisfied with the result of a window clean, we will return to fix it. A photo of the issue must be sent to us within 48 hours and sent to info@callpennylane.com

8. If a technician does not have access to a window or door due to an object blocking it, for example but not limited to, a plant pot, an ornament or a BBQ and considers the item too delicate or heavy to move, they reserve the right not to clean that

9. It is the customer’s responsibility to keep pets indoors during a visit. If a technician feels threatened by a pet, they reserve the right to only clean areas where the pet is not present.

10. When a customer is not home during a visit, the customer is required to leave the access gate unlocked for our technician to access the back windows. For houses without outdoor access, the customer is required to be home when we visit.

    In the event the gate is locked or the customer is not home, we will follow the following process:

    1. Call the customer, and if they answer and can be home in 15 minutes, we will wait for them to return.
    2. If they do not answer or cannot return, we will only clean the front windows and charge 50% of the value of the visit.

11. We are fully insured and will take care of any damage that is caused by us. We will not accept liability for preexisting damages or fragile items.

12. The following items are extras to a regular window clean, and if not booked, they will not be included: garden rooms, conservatories, extensions, flat skylights (included in extensions), roof lanterns, orangery roofs, and hard-to-reach Velux windows.

13. Conservatory roofs are not included as part of the conservatory add-on to a regular window clean. This must be booked separately after accepting our quote.

14. Inside windows are not included as part of a regular window clean. This must be booked separately after accepting our quote.

15. We accept any of the below payment methods, and the clean must be paid in full by the latest 3 days after completion. We may suspend your service until payment is made. If payment has not been made after 28 days, we reserve the right to use a debt collection agency or issue a summons by the small claims court.

    • Card Payments
    • Cash on the day
    • BACS payment

16. At times, we take photos or video footage that is used for marketing on social media. If you would not like us to use any images or videos of your house, please submit this as a request by calling 01992 272102 or email info@callpennylane.com