Questions
Things people ask at the door.
Everything here is also in the terms, in longer words. If yours isn’t answered, get in touch and ask me directly.
The price
What it costs
How do I get a price?
Two ways. Answer a few questions about your home on the quote page, count your panes, and your price is on the screen in about two minutes — you can book your first clean there and then. Or get in touch and I’ll come and count them, at the door or from the pavement, and confirm your price in writing. Prices start from £22.
What does the price include?
Every visit takes in the glass, the frames, the sills and any glazed doors, front and back. It is not a glass-only clean with the frames as an extra.
Why is the first clean priced differently?
Windows that haven’t been done for a while carry a build-up on the frames and sills that takes two or three passes to shift, so the first clean takes longer and is priced for that. Every clean after it is a maintenance clean at your regular price. Whatever the first clean costs, it is agreed with you before I start.
Is the online price the real price?
Yes — it is a price, not an estimate, and it stands. The one condition is that your home matches what you told me. I check before I start the first clean, and if there is more glass than you described or access I can’t use, I tell you what it actually costs before anything happens. You can say no at that point and pay nothing.
What counts as a pane?
One sealed unit of glass is one pane. Georgian bars don’t multiply the count. Each glazed door leaf is one pane. Conservatory roofs are quoted separately.
The visit
What happens on the day
Do I need to be home?
No. I clean from the ground with a water-fed pole, so I only need to reach the outside of the house. If there’s a side gate, leave it unlocked on the day or tell me how to get through. You get a message when it’s done.
How will I know when you’re coming?
A text the day before lets you know when to expect me. If the weather changes the plan, I’ll keep you posted.
How often do you come?
Every four weeks. Your street has its day and I keep to it. If four-weekly isn’t right for you, ask — I can arrange every eight weeks, at a different rate.
Do you use ladders?
No. Everything is reached from the ground with a water-fed pole, up to about three storeys. Nothing leans on your walls, your gutters or your borders, and no one is at your bedroom window.
Do you do gutters, conservatory roofs or the insides?
Conservatory roofs are quoted separately because they vary so much. Gutters and other add-ons are coming; ask and I’ll tell you honestly whether I can do it yet. I don’t do the inside glass.
Pure water
The clean itself
What is pure water?
Tap water filtered until every dissolved mineral is gone. Minerals are what leave spots and streaks as water dries, so with none left the glass dries clear on its own, with no detergent film for dirt to cling to. It’s also why I can wash frames and sills without chemicals.
Do you work in the rain?
In a drizzle, yes. Rain isn’t what marks a window — it’s the dirt already on the frames and sills being washed onto the glass, and after a clean there is none. Heavy rain, high wind or ice is different: I move the day and text everyone affected with the new date. You are never charged for a visit that didn’t happen.
Will the windows stay clean longer?
Usually, yes. Detergents leave a faint film that dirt sticks to. Pure water leaves nothing, so there is less for the next four weeks of weather to grab hold of.
Paying and your account
Money and the online account
How do I pay?
Your way. Direct Debit is the simplest: set it up once when you join and you never think about it again. You don’t pay in advance and you don’t pick a date — after each clean I collect the amount on your receipt, and nothing is ever taken for a visit that didn’t happen. GoCardless emails you the amount and the date at least three working days before it leaves your account, so you always see it coming. Prefer to pay by card from your account, or in cash? Both are fine.
Is there an app?
Not one to install. Every customer gets an online account at flowwindowcleaning.co.uk/account. My welcome message carries a link and a one-time code: set a password once, then sign in on any device. You can see your next clean, view receipts, pay or set up your Direct Debit, and find your referral code. Add it to your phone’s home screen and it behaves like an app.
Is there a contract?
No contracts or tie-ins. You stay because you want to. Pause for a holiday or building work with a message, and stop altogether the same way — there’s no notice period and nothing to pay after your last clean.
Trust
Insurance and the guarantee
Are you insured?
Yes. I carry public liability cover on every visit, protecting your home from the unexpected. If anything is ever damaged, tell me within two days with a photo and I’ll make it good.
What if I’m not happy with a clean?
Let me know within two days and I’ll come back and put it right, at no extra cost. On a first clean, some marks — paint, cement, scratches, blown seals — can’t be removed by cleaning; I’ll point those out rather than charge you for trying.
Where do you cover?
I cover from Gloucester down to Thornbury and Yate, east to Tetbury, and across the Severn into the Forest of Dean, Chepstow and Caldicot. Inside that I’ll quote anywhere, even streets the round hasn’t reached yet. Beyond it I’d be turning up late, so I say no.
Neighbours
The promotions
How does the neighbourhood rate work?
Once 10 homes within a short walk of each other are on the round, the price drops for everyone on it — including the people who joined first. It happens automatically, from the next visit, and I’ll let you know. It counts by distance, not by street name.
How does my referral code work?
Every customer gets their own six-letter code. A neighbour who joins with it gets half off their first clean, and you take 5% off every clean for a year for each one who joins, up to 50%. It’s in your online account and in your welcome message.
Still wondering?