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faqs

service FAQs

How do I sign up to your repeat window cleaning, and how does it work?

• Contact us with your full name, address and contact details
• We provide you with a quote and a link to sign up to gocardless
• Once you have signed up, you will be added to an existing round.
• After your first clean, you will be cleaned on your desired schedule
• We clean your property, request payment and see you again on your next due date

Do You clean the window frames?

Many window cleaners charge extra to clean window frames, but platinum window cleaning include not just your frames but also the doors of your property for no addition charge.

Do you clean in the rain?

We work in all weather conditions as our systems we use allow us to do so.  This filtration system is used so that your windows can still be cleaned regardless of the weather. So, no matter what the weather conditions are, the same perfect result is achieved each time and if there is any problem, platinum window cleaning will return and clean your windows free of charge. We Clean all year round unless extreme conditions make it unsafe for our staff to do so.

What is Contactless window cleaning?

Gone are the days of having to wait in to pay the window cleaner, once you are added to our existing rounds, we show up on your scheduled clean day and complete our service, you are notified your property was cleaned and then we request payment via GOCARDLESS. You can also request text notification the evening before your clean. Simple, stress free contactless window cleaning.

What if my property has unreachable windows?

Platinum Window Cleaning us the latest state of the art technology allowing us to safely clean windows up to 63 feet safely from the ground level, we also have PASMA and IPAF trained operatives and access equipment can be hired if necessary. If for any reason your window cannot be reached/cleaned, we will advise you this in the initial quote.

Why are my windows left wet and not dried off?

We use purified water to clean your windows, meaning all the trace elements contained in the tap water, known as Total Dissolved Solids or TDS, have been removed using our state of the are systems. Pure water attracts dirt like a magnet, as the water wants to return back to its conventional state. So, when the windows and frames have been washed and rinsed with Pure water, no residue or dirt is left behind and the water dries naturally without leaving streaks or major spotting. (please do not try and dry the windows with cloths or any household item as this will affect the quality of the finish)

Do You clean internal windows?

Yes, this must be pre-booked via our office as a one-off additional charge or scheduled for repeat cleaning.

How do I pay for my service?

Any new customers being added to our existing rounds must sign up for GOCARDLESS, our preferred method of payment.

Do you offer a guarantee?

Yes. If there are any problems with our workmanship, please notify our office within 24 hours of your clean and we will send a member of staff to re-clean your windows within 5 days of you notifying us. 

Can I have a refund?

We do not offer refunds, instead we offer a quality guarantee meaning your property will be re-cleaned until you are happy with our service.

Will cleaning my solar panels cause damage to them?

Not if the correct method of cleaning is used and is carried out by trained operative, furthermore, we are fully insured in the case of any accidental damage.

Why is my neighbour/family member/friend's price different from mine?

Whilst we cannot comment on other client’s prices, there are various factors that go into pricing including size of the property, difficulty of the clean, frequency of the clean, when they signed up to the service, as a price increase may be due. Due to expansion we constantly take over smaller business’s customers, in doing so we take on any under-priced properties onto our books, we then increase the prices in due course accordingly, the under-priced properties are the reason the other business could not survive.

What if I don’t unlock my gate or your operatives can’t get access to my back garden for whatever reason?

We will clean the front of your property only and you will receive notification of this and be charged accordingly, not the full price. 

What time will you arrive? 

We don't offer appointments or give times of arrival for regular window cleaning. Just leave your gate unlocked for the day. We clean windows from 7.30am to 7.00pm.

My windows have been cleaned earlier or later than expected

Holidays, sick leave and extreme weather can affect our schedule. If your second window clean is early it's because we have positioned you in the correct position on our rounds. Also, at the end of each year we optimise our rounds so your last clean of the year or your first clean of the new year may be early or later than usual. Please allow some flexibility.

Will the same window cleaner come each time?

No, Due to holidays, sick leave, paternity leave and round optimisation it is not always possible to have the same window cleaner on each visit. We pride ourselves on offering a regular service, to do this anyone of our window cleaners might attend. All our window cleaners are fully uniformed making the easy to identify

My windows are still dirty or a window has been missed, is this covered by your quality guarantee?

Yes, we offer a 24-hour guarantee with all our window cleaning. If you are not 100% satisfied we will come back and reclean for free. To book a free re-clean just contact us via our website. A call out charge may be applied if we return to clean and we find it's the inside of the windows that are dirty or the double-glazed unit has failed and the dirt is on the inside of the unit. 

How do I complain?

timely manner. When contacting us please be polite & courteous. The best way to contact us is via email or our contact us page on our website we will get back to you in due course.

Payment faqs

Do you collect cash in the evenings?

No, we do not come back to collect payment. If you miss us on the day we have other payment options, our preferred method of payment is GOCARDLESS.

I don’t want to pay by direct debit, can I use another method of payment?

All new customers are required to pay for their window cleaning by GoCardless direct debit. GoCardless direct debit is the safest way to pay, no late payment charges apply and you are covered by the direct debit guarantee. Payment is only taken if we have cleaned your windows. Sorry but we don't accept bank transfers or cash.

Is GOCARDLESS a FIXED monthly direct debit?

No, GoCardless only asks for a payment when a job is complete. It's perfect for collecting irregular payments such as 2 or 4 weekly window cleaning that are not on a set date. In simple terms if we do not clean your property you are not charged.

I haven’t had my windows cleaned will you still request payment?

No, payment is only ever requested if your windows have been cleaned.

Can I cancel my direct debit mandate if I no longer wish to use your service anymore?

Yes, like any direct debit mandate you have full control of this.

Can I use gocardless to pay for any of the one-off services you offer? 

Yes, if you're on our regular window cleaning round and pay via GoCardless direct debit we can use your direct debit to collect one off payments for gutter cleaning, fascia and conservatory cleaning.

How do I sign up for GOCARDLESS?

On our payments page of the website or by clicking the following link www.platinumwc.co.uk/gc 

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