Regularity of cleans – Our cleaners visit on a 4, 8 or 12 weekly basis and the prices customers receive will be dependant on which regularity they agree to with a minimum of 3 cleans. If a customer cancels after the first or second clean, the relevant remaining cost will be owed.

Whilst we work hard to ensure our cleans remain as routine as possible, weather issues and other unforeseen circumstances may delay our teams slightly, but the customer will always be kept up to date.

First Time Cleans – Whilst we take extra care to give everything a thorough flush on the first clean, it is still possible for all of the old built up dirt and soap to cause some minor spotting on the glass as it dries. Any spotting that may occur should clear up within the first couple of cleans.

A 3X regular maintenance cleaning fee may be applicable for a first time clean should there be excessive build up of dirt that must be removed in order to bring the glass and frames up to scratch. Payment for a first time clean is expected to be made the same day.

Our Arrival And Property Access – We do not climb over gates. Contact information is requested from all customers on our books in order for us to send our automated text alerts the evening before we are due. Following this alert we expect all customers to ensure that back access is made available before our cleaners arrive. Should we send our alert and turn up to a property where back access has not been facilitated, the full price will still be charged to the customer.

Any customers who would prefer to arrange for front only cleaning need to be aware that we are unable to facilitate a back clean if asked at the time of our arrival.

If a customer is away on holiday and cannot physically open a gate for our arrival, they should let us know using the contact information provided and in these instances, a reduced front only cost will be charged. These instances are limited to 3X.

We are unable to provide specific days or times for individual cleans. Reliable notice of a clean can only be provided by way of text alert the evening before we are due.

Payment –  Payment is expected to be made within 14 days of a clean using any of our payment methods provided. Cleans will be suspended once payment is owed beyond this timeframe. If at this time it is required that we make in person collection attempts, a £5 fee will be applied for each attempt of collection. After 3 failed attempts, any debts will be passed to our debt collection agency whose fees will be applied to the outstanding balance. Any customers who must be chased for payment more than once will be required to register with our auto pay system to avoid being removed from the round.

Prices – The price a customer receives is based on the time that has been set aside to tend to the property and the regularity that their visits are agreed to take place. Making changes to an agreed routine will affect the price of the clean. Improvements to a home, such as an extension or conservatory will also result in an increased price. Should no changes occur, every customer is guaranteed a price freeze for no less than 2 years.

Skipping Cleans / Turning Us Away – We appreciate that unforeseen circumstances may arise whereby a visit from our cleaners is not convenient, however, our services are agreed on a regular basis and time is set aside for every individual customer. This means that all spaces on our round must be occupied by reliable jobs only. As a result, we allow for 3 skipped cleans before a customer is removed from the round and their space is offered to a new customer. If a clean is skipped, the relevant price increase will be applied to the next clean based on the time elapsed between visits. If a customer is away on holiday and cannot provide back access then we expect to clean the front of the property.

Due to us being unable to replace one job with another at last minute, cancelling a clean on the day it is due and turning us away upon our arrival will result in the full payment being owed for the days clean.

Contacting Us – We can be reached using our office phone number 0800 068 3454 or by e-mail contact@bestviewinthemidlands.co.uk.

Please be aware that any replies to the text alert phone number will not be received. 

Complaints – Should a customer have any complaints or issues with their clean then they may contact us using the information provided on this site or within our message alerts. Any complaints regarding a clean are expected to be made within 24 hours of the clean taking place. Any issues with a clean that are reported in this time will be rectified by one of our cleaners, free of charge. 

Notes on the most common issues:

• Our service is a regular service only. We do not provide as-and-when cleans.
• Our service is to keep windows clean on an agreed routine and not to only clean them when they appear dirty.
• We work through different areas each day and we cannot reschedule a clean of particular properties to suit the homeowner. Once we have worked past a property’s position, we will not be available in that area for another 4 weeks.
• Our cleaners are experienced in determining if the weather conditions are appropriate for cleaning and will only cancel a clean should the quality of said clean be compromised. This is decided using the cleaners discretion only.
• Our text alerts are for courtesy and to accommodate access to the property. They are not intended as an opportunity to cancel an agreed clean.
• If back access cannot be guaranteed then we suggest arranging for front only cleaning to save regularly being charged for a full property clean.
• We cannot provide additional services upon request, the day of the clean. This includes the cleaning of the rear of a property for front-only customers. Any additional requests should be made in advance of our routine visits in order for us to allow for the extra time needed.
• Our service is year round and not seasonal.