Joya Window Cleaning policies

Booking Policy

Quotes

Prices on our website are starting prices for typical properties. Your final price is confirmed by us after we've seen your property — ideally from a short video walkthrough or photos sent on WhatsApp, or from the details in our estimate form.

Every residential booking has a minimum charge: £50 for outside-only window cleaning and £70 for inside and outside. The minimum charge applies even if only a few windows need cleaning.

Quotes are based on the information you give us. If the property, access or scope on the day is different from what you described, we may re-quote before starting or decline the work.

Confirming a booking

A booking is only confirmed once we've agreed the price, date and arrival time with you, you've paid the agreed amount, and you've completed our booking confirmation form. Until then, the date isn't held.

Payment

Residential bookings are paid in full in advance, by the payment method we send you. Commercial payment terms are agreed in writing before the first clean.

Customer information

You're responsible for giving us accurate information — your full address and postcode, the property type, number of floors, the service you want, access and parking. Your booking confirmation form is our record of what was agreed, so please check it carefully before you submit it. We can't be responsible for a missed or delayed clean caused by an incorrect address or access details.

Access

• Outside only: you don't need to be home, but side and rear gates must be unlocked (or someone must be there to let us through), with a clear path to the windows.
• Inside & outside: an adult (18 or over) must be at the property to let us in, or access must be arranged with us in advance.
• Please keep pets secured and away from the work area while we clean.

Parking

We carry the pole, hose and purified water from our vehicle, so we need to park reasonably close to the property. For three-storey properties, suitable parking close to the property is essential. Please tell us in advance if parking is permit-only or paid. If we can't park close enough to carry out the clean safely, the booking may be treated as a client cancellation (see our Cancellation Policy).

Scope of work

We clean the windows agreed in your booking, and nothing else.

• Outside only: the outside of the glass, with frames and sills rinsed, on windows we can safely reach from the ground with a water-fed pole — up to three storeys. No ladders as standard.
• Inside & outside: the above, plus the inside of the glass cleaned by hand and inside sills wiped.
• Not included unless agreed in writing: conservatory roofs, gutters, fascias and soffits, cleaning window screens, restoring heavily stained or damaged glass, and windows we can't safely reach.

Additional work

Anything outside the agreed scope must be agreed with us before we do it and may be charged extra. We'll always tell you the price first.

Weather

Pure-water cleaning works in most weather, including light rain. We won't work in heavy rain, high winds, lightning, ice or other unsafe conditions — if the weather stops your clean, we'll reschedule free of charge.

Commercial bookings

Commercial window cleaning is quoted per site. Price, frequency, access, site contact, parking and payment terms are agreed in writing before the first clean. We clean up to three storeys from the ground with a water-fed pole and don't offer rope access or cherry-picker work.

Our right to refuse unsafe work

We may decline or stop any part of a job we believe is unsafe — for example unsafe access, damaged or loose windows, overhead hazards, aggressive animals, or conditions that weren't described when we quoted. If the work can't go ahead because of conditions that weren't disclosed to us, it may be treated as a client cancellation.

Complaints and revisits

Please see Complaints & revisits below. Any concern about the standard of the clean must be reported within 24 hours.

Accepting these policies

No signature is needed. By confirming a booking with us, you accept this Booking Policy, our Cancellation Policy and our Valuables & Damage Policy.

Cancellation Policy

We keep a slot, a cleaner and equipment free for every booking, so late cancellations cost us the day's work. These rules apply to all residential bookings.

To cancel or reschedule, message or call us on 07424 611421. The time of your cancellation is the time we receive your message.

Commercial contracts follow the cancellation terms agreed in writing.

Valuables & Damage Policy

This is particularly important when we clean inside windows.

Before we arrive

Please secure or put away, especially near windows and sills:

• Cash
• Jewellery and watches
• Important documents
• Fragile items
• Valuable electronics
• Anything irreplaceable

Please tell us before the clean about:

• Existing damage
• Cracked glass
• Loose window frames or fittings
• Fragile items near the windows
• Windows that are difficult or unsafe to open or reach

Glass condition

Window cleaning removes everyday dirt. It can't repair the glass, and some marks are permanent or only become visible once the glass is clean. We can't guarantee removal of:

• Hard-water staining
• Scratches
• Paint, cement, adhesive or sealant
• Oxidation
• Permanent marks
• Existing deterioration of the glass, seals or frames

Pre-existing damage, scratches, deterioration and permanent staining are not automatically the result of cleaning.

Window screens

You don't need to remove window screens before the clean. If a screen can be safely and easily removed, our cleaner may remove it where necessary to reach the glass. We won't force, dismantle or remove damaged, fixed or fragile screens. Cleaning the screens themselves is not included unless specifically agreed.

Reporting damage

If you believe something was damaged during the clean, please tell us in writing within 24 hours — ideally with photos — by WhatsApp or email. We'll investigate and respond. Concerns reported after 24 hours may be difficult for us to investigate fairly.

Complaints & revisits

We want every customer to be happy with their windows. If something isn't right:

• Tell us within 24 hours of the clean, by WhatsApp or email, with photos of the windows concerned.
• We'll review it. If something within the original agreed scope genuinely wasn't completed to the required standard, we'll deal with it appropriately — usually by returning to put it right.
• A revisit is not automatically a free service. Additional cleaning, restoration, or work outside the original scope can be chargeable.

Customer & worker conduct

Our team will always treat you and your home with respect, and we ask the same in return. We don't accept:

• Abuse
• Threats
• Intimidation
• Harassment
• Aggressive behaviour

If a member of our team feels unsafe, they may leave the property and the booking can be terminated. Where this happens because of a customer's behaviour, it's treated as a late cancellation.