Terms of service

1. Who we are

Glass Guys operates a booking platform that connects households with self-employed window cleaners ("cleaners") working in their area. We act as the cleaner's booking and payment agent. The cleaning work itself is carried out by the cleaner, not by Glass Guys.

You can reach us any time at hello@glassguys.co.uk.

2. Your quote and your round

The price shown when you book is based on the details you give us: your postcode, the size and type of your property, and any extras you select. If the property turns out to be materially different from what was described, we may re-quote before the first clean and you are free to cancel at that point at no cost.

Cleans repeat on the frequency you choose (every 4, 8 or 12 weeks). The first clean may be priced higher than subsequent cleans where the windows need extra work to bring them up to standard; this is always shown before you confirm.

3. Payment

You set up a Direct Debit mandate when you sign up. We do not take payment at that point. Your account is charged automatically by Direct Debit after each clean has been completed, for the amount shown on your round.

If a payment fails we will retry it and let you know. If payment cannot be collected after repeated attempts we may pause your round until the balance is settled.

4. Access and safety

Please make sure gates are unlocked, pets are secure and parked vehicles do not block access on your clean day. If your cleaner cannot safely reach the windows, they will clean what they can and let you know; the visit may still be charged where access was not provided as agreed.

Cleaners will not work in conditions they judge unsafe, including high winds, ice or storms. Affected visits are rescheduled to the next available slot.

5. Cancelling, pausing and skipping

There is no contract and no minimum term. You can pause, skip or cancel your round at any time from your account. To skip or cancel a specific visit without charge, please do so at least 24 hours before the scheduled date.

We may end a round where a property is unsafe to work on, where payment repeatedly fails, or where a cleaner or customer is subject to abuse.

6. If something isn't right

Tell us within 48 hours of a clean and we will put it right, normally by sending your cleaner back at no extra charge. Where that isn't possible we will refund the visit.

Cleaners carry their own public liability insurance. Claims for damage are handled with the cleaner and their insurer, and we will help you make contact.

7. Cleaners working with us

Cleaners on the platform are self-employed. They set their own availability, use their own equipment and are responsible for their own tax, National Insurance and insurance. Glass Guys collects payment from customers, deducts its agreed platform fee and pays the balance to the cleaner.

8. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, our liability to you in connection with a clean is limited to the price paid for the affected visits.

9. Changes and governing law

We may update these terms from time to time; the version on this page always applies. These terms are governed by the law of England and Wales.