Thank you for choosing EVC Clean. We want your experience to be smooth, safe, and professional. Here’s everything you need to know about our service.

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1. Your First Clean

We will visit to carry out your first clean within 7 days of your sign up. You will receive a message the day before we clean, so you'll always know when we're due. We will always visit between 8:00am - 5:30pm. If you would like us to visit at a specific time, please let us know. If we can, we will try to accommodate this into our day.

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2. What We Can Clean

Our pure water system is excellent for general dirt and grime, but it may not remove:

• Builders’ residue (plaster, concrete, paint)

• Stickers or adhesives

• Stains from chemicals or rust

• UV bleaching of window frames

Good news: All our staff are fully trained and fully insured in case of any accidental damage or faults.

If you need a quote for stubborn stains, just let us know!

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3. Payments

We accept:

• GoCardless - Direct debit collected 5-7 days after each clean. Set up your Direct Debit using this link: https://pay.gocardless.com/BRT0003F6S3E6EF

• Bank Transfer - Our bank details will be sent to you via text message after each clean

• Contactless card payment on the day

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4. How Often We Visit

We offer visits every 4 or 8 weeks. Your chosen schedule will be confirmed in your welcome message. We ask for a little flexibility due to weather, allowing a week either side of your scheduled clean.

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5. Weather Considerations

We don’t clean in heavy rain, but light rain or short showers won’t affect results. If heavy rain prevents your clean, it will roll over to the next working day.

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6. Turning Us Away / Access Issues

We make time in our schedule just for you, so reliability is key.

Turning us away the day before is fine with no charge.

Turning us away on the day or cancelling the day of your clean will incur 50% of the clean cost, to cover our booking and scheduling.

If gates are locked or our team cannot safely access the rear of your property on the day, we will clean only the front of the property. This is charged at 50% of your full clean price, or £12.00, whichever is greater. We cannot return unless a full clean is booked.

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7. Non-payment

Our standard payment terms for residential window cleaning is 7 days. We understand life is busy! So if we haven't received payment within this time, you will receive a gentle reminder text from us that you have a balance due.

 

If non-payment exceeds 30 days, EVC Clean reserve the right to suspend your cleaning. If we then fail to receive monies owed within 90 days, we will pass on your details to a collection agency to recover the debt, you will then be liable for all related charges, collection agency fees and court related fees.

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8. Pausing or Ending Our Services

You can pause or cancel your service at any time by completing our Pause or Cancel form.

or by phone: 0117 2510 259.

Please note that cancelling or pausing on the same day that we are due to clean will incur charges as above.

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9. Complaints

All cleans are covered by our Quality Guarantee. If you’re not happy with your clean, please contact us within 24 hours and we’ll re-clean at no extra cost. Complaints after 24 hours may not be eligible.

We operate a no-refund policy, but we’ll always fix work you’re unhappy with free of charge.

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10. Price Changes

We review our prices every April. We may apply a small increase to track inflation, wage increases, and rising costs. If you think your property may be incorrectly priced, please let us know and we will be happy to review this.

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11. Confidentiality

All the data we hold is processed in line with data protection regulations. More info on how your data is processed can be viewed in our Privacy Policy.

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12. Health & Safety

All cleaning is carried out in a professional and safe manner. Please keep pets and children away from the work area.

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13. Liability

We are fully insured and take care to avoid damage. We’re not responsible for pre-existing damage or fragile/unsafe structures.

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14. Rescheduling / Special Circumstances

Please give at least 24 hours’ notice if you need to reschedule. Short notice may incur charges.

We may postpone or decline cleaning if conditions are unsafe or access is blocked.

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15. Marketing / Photography

Sometimes we take photos of our work for marketing. Let us know if you’d prefer us not to.

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Thank you for choosing EVC Clean! If you have any further questions, please visit our FAQ page, or feel free to contact us and our team will be happy to help.