Only Poles And Hoses Terms of Use
Terms & Conditions
By using our services, you agree to the terms and conditions of Only Poles And Hoses as listed below.
Please note: This is an agreed schedule window cleaning service we do not offer intermittent or one-off window cleaning (Additional services upon request – please book in advance).
Initial Clean
Upon receiving your welcome pack along with your first clean, you are committing to a regular window cleaning service and a minimum of 6 cleans per year (our 8-weekly schedule) and a maximum of 12 cleans per year (our 4-weekly schedule). There is an additional charge for your first window clean to cover the extra time taken.
Extreme Weather
We work in all-weather conditions and will endeavour to keep your windows clean come wind rain or shine and as near to your agreed schedule as possible. However, in extreme circumstances such as heavy rain, thunderstorms and strong winds your clean may need to be rescheduled for the following day.
Frequency
We operate a 4 or 8 weekly scheduled cleaning service depending on your agreed preference. We aim to adhere to this schedule to the best of our abilities however, due to factors such as weather and staff this is not always possible and therefore, we ask for some flexibility on time scales; A week or so ‘give or take’ either side of your forthcoming clean.
Text Messaging Service
All text message reminders are sent via an automated messaging service, replies to these messages are unmanned, therefore should you wish to get in touch please see our website on how to contact us.
Rescheduling
Unfortunately, we cannot reschedule your clean, but if for a genuine reason, you can Skip a Clean. You will be required to fill out our online Skip a Clean form before you receive your pre clean reminder. All postpones made on the day of your clean and after your text message reminder has been sent out will still be charged (as per your schedule) to cover basic costs incurred. Postponed jobs cannot be replaced and leave our cleaners short of work.
Please note: The clean following your skipped clean will incur a 25% surcharge as additional time will need to be spent after a longer gap between cleans.
Turning Us Away
We reserve the right if turning our team away on the door or cancelling on the day with our office to charge the full expected price and/or cancel any ongoing services.
Rear Access To The Property
We reserve the right to charge the full expected price if access on the day is left unopen by the customer. However, a front only clean of the property will be completed so you do not miss out entirely.
Payments
All customers joining our scheduled window cleaning service are required to pay via our PAY as you GO Direct Debit payment system provided by your bank through GoCardless. This may be set up on our payment page. Payments are automatically made 5-7 days after each clean. You are protected by the Direct Debit Guarantee. For security purposes our cleaners do not accept cash, cheques, credit card or any other form of payment on the door.
Call Backs Or Complaints
It is our aim and focus to provide all our customers with a window cleaning service they can be proud of and as such we will always try our best to deliver fantastic cleaning results each and every time and all our work is guaranteed: If there is anything you are unhappy with just let us know within 48hrs of your clean and we will return free of charge the following working day to re clean any mistakes our cleaners may have made. Please note that any complaints made outside of this 48hr window may not be re cleaned.
Cancelling Our Services
If for whatever reason you would like to cancel our services, you may do so at any time. All cancellations must be made prior to your next clean. This can be done via telephone call to 07864755563 Or email to onlypolesandhosesuk@gmail.com Please note by using our service you agree to a minimum of four cleans. Any cancellation made before these cleans have taken place the remaining cleans will still be deemed as payable.
Offers
Unlimited ‘recommend your friends and family’ – FREE CLEAN each time, for both yourself and everyone you join, up to the value of £20 each. General and Intermittent offers, closing dates will apply.
Data Protection
All customer information is kept on a confidential database and is not discussed or shared with any third-party companies or individuals as is required by the data protection act. Our Data Protection and Privacy Policy are available upon request.