Terms & Conditions

I Bought an Exterior Window Pane Cleaning Deal, How do I know when you are Coming?

After you book your service you will receive a confirmation form and attached to that will be your invoice for any other monies owing. This confirmation and invoice must be signed and returned to us within 10 days in order to be placed on our route for the week you had selected. As we have both your signed confirmation and payment you do not need to be at home for the service. You will receive a reminder email the Sunday before your service week just to let you know that we are coming that week in case you need to remove any screens. If you need to know which date we will be actually coming you may want to book Priority Service.

If you wish to have panes cleaned that are behind screens you
MUST remove them as we can not remove screens from the outside.

I Bought an Interior Window Pane Cleaning. How do I know when you are Coming?

For Interior Window Pane Cleaning you must always select a Priority date that is available on the booking form. We will then contact you to confirm or if there is a conflict with our schedule we will work with you to set a new date.

If you miscounted your panes and have already bought your coupon,
you can buy additional packages directly from us at the deal price.

What Are Your Payment Methods?

We accept the following payment methods: Visa, MasterCard and E-Transfers for the intial invoice.
We charge a 3.5% service fee for Visa and Mastercard. All amounts will be billed from the office with an online credit card payment that must be in our office up to 10 days after we send out your confirmation. We also accept E-Transfers of any amount, to E-Trans your payment simply go to your online banking select E-Transfer use this email address as the recipient, use your home address as the security question and the invoice number from the invoice that we had sent to you when we confirmed your booking as the security answer. Once we receive your payment either from online or E-Trans we will update your invoice and send out a paid receipt. Our crews are only allowed to accept up to $50 for additional work at the door, be it Cash, Visa or Mastercard.

I Purchased Inside Window Pane Cleaning Deal, What Do I Do To Prepare For The Service?

We ask that all areas around your windows are cleared far enough away so that our techs can safely pass through, so if you have a bed up against the wall where the window is please pull it out. Things like pictures, desks, Plants and nick-nacks be removed prior to service. We do remove the screens and replace them after cleaning, so you do not have to worry about that. If you have drapes or curtains above the window please have them pulled back. If you have shutters please make sure that you leave enough room to allow our tech to pass.

I Purchased Inside Window Pane Cleaning Deal, Do You Clean The Tracks and How Do You Clean Them?

If you purchased an inside window pane cleaning deal then the tracks are NOT included and have an added value attached to them, which can be found on the booking form. If you purchased external window pane cleaning and have purchased inside cleaning as well then the tracks ARE included. We use various methods when cleaning tracks, most tracks have dirt buildup so we use what some people call a big tooth brush to loosen the built up dirt, then using our cordless industrial vac we simple suck it up. We always wipe down the track afterwards to make it look like new.

Do You Clean Screens, If So What Method Do You Use?

Yes, We can clean screens up to 4 feet by 6 feet. We use only the highest quality products when cleaning screens. Our products are environmentally friendly, kid and pet friendly. It also leaves a nice citrus smell as well. Our process is very simple actually. We spray on our solution scrub it into the screens we let it set. We then use a specially designed unit just for screens to rinse off the solution taking with it dust build up and any other foreign material. If you want screen cleaning done please ensure that we have access to an outside water source.

I Purchased Your Deal On A Deal Site, But What Number do I Use When Booking?

Each deal site has different types of codes. Most will have the coupon number very visable and easy to understand with terms like
Your Voucher Number is, Your Coupon Number is other sites like Groupon have different numbers, they send you a confirmation number, there is also a coupon number and what we need is the Groupon number, it usually starts with LG- and can be found at the bottom right hand corner of the coupon. If you are not sure of which number to use please contact ClientCare or give us a call.

I Purchased Your Deal On A Deal Site, But Your Booking Form Is Not Accepting My Number?

If you purchased a coupon from a deal site it can take up to 24 hours to upload your information into the system. Usually we upload after 5pm each day, when there is higher volume it may get delayed. So wait until the next day and if you are still having difficulties booking please contact ClientCare

I Purchased Your Deal On A Deal Site, do I owe you anything?

If you are a Coupon Client, meaning that you purchased a coupon from one of our deal site providers such as Groupon, you are still responsible for the HST on the deal itself. Usually the amount owing is less than $20 dollars, all clients with monies owing will be sent an online payable invoice prior to service. If you have any questions about your invoice please contact clientcare.

My Coupon is About to Expire or Has Expired, Can I Still Use it?

As long as you book your appointment prior to the expiry date of your coupon we will still honour it. Our system has the expiry date of your coupon, when you enter the number it will either let you proceed or tell you that it has expired and will give you options to complete your booking. Remember as long as you book before the expiry date even if the appointment is after we will still honour the coupon.
If your coupon has expired you can still use the value of the coupon against our regular price. In Ontario all coupons are treated as gift cards and as such retain the total value purchased, as an example you paid $39 to a deal site for us to clean 10 window panes, our regular price is $79, we would charge you $79 plus HST and then take $39 off the total price leaving you with a balance of $50.27 owing.

I Missed My Appointment What Happens Now?

With our new booking confirmation system this should never happen, but if for some reason it does please contact clientcare.

I Have Booked My Service But I Need To Change The Date?

We need a minimum of 48hrs notice in order to delay your service. Once the service has been delayed you will have to rebook your service. If you are a coupon client we will have to send you a special rebooking number as your coupon will have already been used and our system will not allow you to rebook using the same number. If you are a member client and already have paid we will generate a rebooking number for you to allow a rebooking without paying again. If you have not paid simply rebook using your client number.

What Happens If It Rains on My Service Date?

Nobody likes rain, especially us. If it rains we will contact you via email to let you know that your service was delayed. If we have openings within that week our crew will return to do your service. If we do not have any openings left for that week you will be placed for the following week and will receive another email that Sunday.

What Areas Do You Service?

We service most of the GTA From Oshawa to the east. From Newmarket to the North and west to Oakville, Mississauga. Of course we service all of Toronto. There are some cities that we service that is outside of our regular area, however there would be a service call fee attached. For a complete listing of all of the cities we service please look at our Regular Service Area Page. If you do not see your city contact us with your postal code and we will make a determination on whether we can service you and what if any the additional service call fee would be.

How do we define a pane?
A pane is any size of glass, horizontal or vertical and must be continuous which is surrounded by either wood or metal frame and can be apart of an entire window make up. As an example the bay window you have has 5 panes of glass, so you would count that as 5. Simply walk around your home and count the number of panes you have. Remember that you are counting panes and not windows, so if your window has two panes of glass it's counted as 2 panes and not 1. For specialty panes such as arched panes, French Windows or Moulins, French Doors and Sky Lights and you want those cleaned please include the number of items you wished to have cleaned and our form will tell you what the extra cost will be. To further understand how we count panes we have provided a simple visual on How To Count Your Panes
What Do We Consider a Three Story Home?
We consider a three story home, any home that has a walk out basement or an incline more than 20 degrees. Normally these homes may have two standard story living spaces but because of the elevation we would look at it as three. The rule that we follow is if you have to walk down from your patio doors to the ground then it is 3 stories, or if your standard story is greater than 9 feet.
Do You Service Condos or Apartments?
Sorry no we do not. In most cases the building Management has regularly scheduled service for your building. Check with them first. Also only specialy trained individuals can do that type of service and our insurance does not allow it.

Here are a few things that you can do to prepare for our service:

  • If you have screens on your panes and want the window pane behind it cleaned,
    they must be removed as we do not remove screens on outside cleaning.
  • We must have access to your panes so things like BBQ's lawn furniture must be moved away from the home, as our techs can not move them.
  • Make sure that your back gate is opened so we get through.
  • We love kids and pets but please make sure they are in the home while we are working.