Terms and Conditions of Vici Sparkles

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Introduction

By choosing to use our services, you are agreeing to abide by our terms and conditions of business as set out below.

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Initial Visit

For your first window clean, we charge double the usual fee for your property. This mandatory initial charge allows us to provide a deeper, more comprehensive clean, ensuring that your windows are brought up to our maintenance standard. Once your direct debit is activated, we will schedule your initial clean to take place within seven days.

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What to Expect from Our Service

We utilise a pure water system for all our cleans. This modern method is highly effective in removing natural dirt from the glass, UPVC surrounds, and window frame rubbers. However, please note that pure water alone will not remove builders’ residue (such as plaster, k rend, concrete, or paint), stickers, adhesives, rust, or UV bleaching on window frames and sills.

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Cleaning Frequency

Our cleaning service operates on a four or eight weekly schedule. We ask for your flexibility regarding the exact cleaning dates, as external factors may occasionally cause minor adjustments. After your initial clean, you will be added to our regular rounds, which may result in a gap of one or two weeks between cleans at first, depending on your area’s schedule. From your second clean onwards, the interval will consistently be either four or eight weeks, as agreed. Our cleans are carried out according to weekly schedules, so we may visit your area during the second or last week of each month. If you need details about your schedule, please let us know.

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Accessibility

Please ensure that the exterior of your property is clear of debris and animal excrement prior to our visit. If our cleaners encounter areas that are blocked or hazardous, they will take photographs as evidence and may only clean the accessible front windows. In such cases, we reserve the right to charge the full cleaning fee.

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Weather Conditions

We provide window cleaning services throughout the year. All our cleaners are salaried, and our service does not pause for seasonal changes. Rain does not affect our pure water cleaning system, so we clean in all weather conditions unless there are high winds or severe weather warnings that make it unsafe for our staff. If we must postpone a clean due to adverse conditions, we will notify you and return the next working day. Please be aware that we reserve the right to alter the cleaning day if necessary.

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Refusing Service

To maintain a transparent and reliable service for all our customers, we ask you to be equally reliable. You will be texted the evening before to arrange your clean. If you cancel your clean on the day of the appointment or fail to provide access, we reserve the right to charge the full price, as your clean has already been scheduled and organised.

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Ending Our Services

Should you wish to cancel your window cleaning service, you may do so at any time by emailing contact@vicisparkles.co.uk. However, by agreeing to our service, you commit to a minimum of three cleans. If you cancel before receiving your third clean, we reserve the right to charge for the remaining cleans.

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Complaints Policy

We are committed to providing the highest standards with every clean. If you are not completely satisfied with the result, please contact us within 24 hours of your cleaning date. We will return on the next working day to re-clean your windows. Complaints made after 24 hours will not be eligible for a re-clean. We operate a no-refund policy, but we will always rectify any issues free of charge if notified within 24 hours of the clean.

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Confidentiality

All customer information is stored securely and treated as confidential. We will never share or discuss your information with any external individual or company, in accordance with the requirements of the Data Protection Act.

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Payments

Customers who join our regular window cleaning rounds are required to pay via direct debit, using our provider Go Cardless. Payments are requested on the same day as your clean and are collected only after the service is completed. The payment will be processed and paid out within five to seven days, and you will receive an email notification. For one-off services, such as gutter clearing, conservatory roof cleaning, or jet washing, payment must be made by cash or bank transfer on the day of cleaning. Regular window cleaning customers may have these additional payments collected through their existing direct debit. If a direct debit payment fails to process, we reserve the right to pass on any fees incurred due to the failed transaction.