Welcome to Window Hero. We believe in complete clarity and customer convenience—both in our work on the ground and in how we operate our business. Below, you will find our straightforward terms of service.

1. Our 48-hour satisfaction guarantee

Our guarantee applies to the glass cleaned as part of your regular or one-off window-cleaning booking.

• Contact us within 48 hours of completion if any part of your window clean needs attention.
• Tell us your address, cleaning date and which area needs attention. A photograph is helpful but is not required.
• We will arrange a prompt return visit to re-clean the affected glass free of charge. Please provide safe access on the agreed day.

Specialist stain and residue removal, such as paint, adhesive, lichen, dried egg and existing hard water deposits, is not included. We do not offer these treatments. The guarantee also excludes new dirt deposited after the clean and existing damage or defects that cleaning cannot correct.

The guarantee does not apply to gutter clearance or other exterior-cleaning services. For concerns about another service, concerns raised after 48 hours, or an issue that remains after a re-clean, please contact us so we can discuss the next steps.

This guarantee is in addition to your statutory rights and does not limit them. Read our 48-hour satisfaction guarantee for details and contact options.

2. Estimates and agreed prices

Online estimates are based on the information you provide and the expected work for a typical property of that size. Please give accurate details about the property, access and services required.

If those details differ from the property, or its layout or condition means the work will take significantly longer than the estimate allows, we will explain the difference and agree any revised price with you before starting. We will only proceed once you have agreed the price.

Window Hero is not VAT-registered, and no VAT is added to our prices. Sending an estimate or enquiry does not automatically confirm a booking; the visit is arranged with you separately.

3. Access to your property

Please make sure we can safely access the agreed work areas on the day of your visit. Unlock any gates needed for access, clear pathways and keep pets away from the work area.

If an area is inaccessible when we arrive, we will clean the accessible areas where practical. You will be charged a partial fee reflecting the work completed. Please let us know about access restrictions before the visit so we can agree the scope.

4. Changing or cancelling a visit

We send a reminder text the day before your scheduled visit. It confirms the day rather than an exact arrival time.

If you need to skip, pause, cancel or rearrange a visit, please contact us as soon as you can. This helps us update the round and avoid an unnecessary journey.

These arrangements do not limit any cancellation rights you have under consumer law.

5. Weather policy

Our window-cleaning schedule takes weather and safe working conditions into account:

• Light to Moderate Rain: Cleaning normally goes ahead. We use purified water to help the glass dry without mineral spots from the rinse water. This does not remove existing hard water deposits. Our window-cleaning guarantee still applies when we clean in light to moderate rain.
• Heavy Rain or High Winds: If conditions are severe enough to compromise safety or quality, we will postpone the visit and notify you to reschedule as soon as safe.

6. Payment

We accept bank transfer, cash, card and Direct Debit. We provide an invoice and the relevant payment details when the work is complete.

Please pay within 24 hours of completion unless we have agreed a different payment arrangement. For Direct Debit, payment is collected on the date notified to you.

If you have a question about an invoice or a difficulty making payment, please contact us promptly.

7. Service areas and contact

Window Hero takes bookings in Swindon, Bristol and Reading. Availability is confirmed when arranging your visit.

For questions about a booking, payment or completed work, call 01793 379 100 or contact us through the website or WhatsApp.