Rolfe and Son Terms & Conditions
- Quotes & Pricing
All quotations are based on the information provided at the time of enquiry.
Prices may change if the scope of work changes, access is restricted, or additional services are requested.
Any additional work requested by the customer will be charged separately unless otherwise agreed.
- Access to Property
Customers must provide safe and reasonable access to the property. If requested a text or phone call can be sent the night before the clean is due to allow access to be unlocked.
If we are unable to gain access, and you have been given notice the night before, the full cost of the job will be charged, except in exceptional circumstances. Customers who do not receive notification the day before we come will be charged at either 50% of the clean or our minimum charge of £15, whichever is higher.
Customers are responsible for ensuring gates are unlocked and pets are secured during the visit.
- Initial Cleans
On your initial clean, you may be charged an extra fee, due to the time taken to get the windows up to standard, this will be agreed with the customer before the clean.
- Our system
Our pure water cleaning system is very effective at cleaning general dirt from your windows, if you have builder’s 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 before the clean to arrange more time and price alterations if necessary.
- Regular Cleaning Schedule
We offer a 6 or 12 weekly cleaning schedule but we do ask customers to have some flexibility to allow for weather and other factors out of our control.
When signing up to a regular clean, the price you are given is to allow the appropriate time to maintain the windows at every visit, if many of our visits are regularly missed by the customer an additional fee may be charged when the window cleaning is commenced to allow time for our cleaners to get your windows back up to our standard.
- Weather Conditions
Window cleaning may still be carried out during light/moderate rain fall. We do offer a 24 hour guarantee, so any problems and we will return free of charge.
Services may be rescheduled in severe weather conditions including heavy rain, high winds, storms, or freezing temperatures.
We reserve the right to postpone visits where weather conditions create health and safety risks.
- Cancellations
Customers must provide at least 12 hours’ notice to cancel or rearrange a visit.
Late cancellations may result in a cancellation fee or full price being charged unless exceptional circumstances. Please appreciate this is too late to replace the job with another.
We reserve the right to cancel or reschedule visits due to illness, emergencies, unsafe conditions, or adverse weather.
If you wish to cancel our service all together, please get in contact with a member of the office team on 07879480503 or email us at rolfeandson@outlook.com
- Payment Terms
Payment is due upon completion of the work unless otherwise agreed with office staff.
We accept payment by GoCardless, a simple Direct Debit system where the money is collected after each clean. Any other payment method needs to be agreed via our office staff.
Late payments may incur additional charges and we have the right to remove you from the round at any point if payment is not made.
- Customer Responsibilities
Customers must inform us of any existing damage, fragile windows, leaks, loose fittings, or other relevant issues before work begins.
We are not responsible for damage caused by pre-existing defects, faulty window seals, deteriorated frames, or poor installation.
- Satisfaction & Complaints
Whilst we try and provide the best possible service at every visit, if a customer is dissatisfied with the service, they must notify us within 24 hours of the work being completed and we will return to rectify the issue free of charge.
We will make reasonable efforts to resolve any genuine issues relating to the cleaning service provided.
- Liability
While every care is taken during our work, we are not liable for:
Existing damage to glass, frames, seals, or property
Damage resulting from defective materials or poor maintenance
Delays caused by circumstances beyond our control
Our liability shall be limited to the value of the service provided.
- Health & Safety
We reserve the right to refuse or stop work where conditions are unsafe or access presents a risk to our staff or the public.
All work will be carried out in accordance with relevant health and safety regulations.
13. Acceptance of Terms
By booking our services, the customer agrees to these terms and conditions.