Terms & Conditions

1. About these terms

These terms apply to all work carried out by Pristine Window Cleaning Melbourne (ABN 84 227 751 650), referred to below as “we”, “us” or “our”. “You” means the person or organisation who books the work. “The site” means the property where the work is performed.

By booking work with us, you accept these terms. If you are booking on behalf of an owners corporation, strata manager, landlord or employer, you confirm you are authorised to do so.

2. Quotes, estimates and pricing

Prices shown on this website, including any figure produced by our instant quote calculator, are estimates only and are not fixed quotes. Final pricing depends on the number and size of window panes, their condition, the level of access required, and the scope agreed on site.

A written or verbal quote provided directly by us is valid for 30 days. A minimum service fee of $149 applies to all bookings. All prices are inclusive of GST unless stated otherwise.

If the work found on site differs materially from what was described when quoting, we will discuss it with you before proceeding. We will not carry out additional chargeable work without your agreement.

3. What a standard clean includes

Unless quoted otherwise, a standard window clean covers exterior and interior glass, frames, sills and tracks, and a wipe of accessible flyscreens. We remove everyday dirt, dust, salt spray, cobwebs and general grime.

4. What is not included

The following are not part of a standard clean and are quoted separately if you would like them addressed:

Hard water and mineral stain treatment, paint or render overspray removal, adhesive and sticker removal, silicone or sealant removal, scratch or graffiti removal, high-level interior glass requiring specialist access, solar panel cleaning, and internal cleaning beyond the glass, frames, sills and tracks.

5. Hard water stains, mineral deposits and permanent marking

This is the most common source of misunderstanding in our trade, so please read it.

Where sprinklers, irrigation, run-off or sea spray have repeatedly wet and dried on glass, minerals are deposited on the surface. Over time these etch into the glass itself. Once etching has occurred the mark is part of the glass and no amount of cleaning will remove it.

Similar permanent conditions include oxidation, pitting, hazing, staining under failed double-glazing seals, mould growth inside the sealed unit, and marks left by previous cleaning with abrasive pads or blades.

We will tell you if we identify any of these on arrival. In some cases a separate restoration treatment can improve the appearance, which we will quote separately with no guarantee of complete removal. Windows in this condition are not a defect in our work.

6. Regular cleans compared with construction cleans

These are different services and are priced differently. Please book the correct one.

Regular (maintenance) cleans cover the removal of everyday dirt, dust, salt spray and general grime from glass, frames, sills and tracks.

Construction and post-renovation cleans cover the removal of builders' residue: plaster dust, render splatter, paint overspray, silicone, stickers, adhesive and concrete slurry. This work takes considerably longer and carries a higher risk of damage to glass, so it is quoted separately.

If a job booked as a regular clean turns out to require construction-clean work, we will let you know before starting and re-quote. We may need to reschedule if the additional time cannot be accommodated on the day.

7. Pre-existing damage and glass condition

Glass is often already damaged before we arrive, and that damage is frequently invisible until the glass is clean. We are not responsible for scratches, chips, cracks, pitting, distortion, failed seals, defective glass, previously damaged frames, flaking paint, perished putty, or corroded fittings that existed before we started.

Where we notice pre-existing damage we will bring it to your attention. Glass that is already cracked or unstable may be left uncleaned at our discretion, as cleaning it risks completing the break.

8. Films, tints, coatings and specialty glass

Applied window films, tints, low-E and other surface coatings, frosted and etched finishes, leadlight and stained glass all require different handling and can be damaged by normal cleaning methods. Please tell us before we start if any are present at the site.

If we are not told, we cannot accept responsibility for damage to these surfaces. Where film is already lifting, bubbling or perished, cleaning may worsen it and we may leave it untouched.

9. Access, preparation and your responsibilities

Before we arrive, please make sure that:

The windows we are cleaning are clear and reachable inside and out. Gates are unlocked and alarms disabled or deactivated for our attendance. Pets are secured or restrained. Vehicles, bins and garden furniture are moved clear of the working area. Children are kept away from the work area, particularly where we are working at height. Access to a water outlet and, where required, mains power is available.

We do not move heavy furniture, valuable or fragile items, electronics, or window furnishings. Light items may be moved at our discretion, at your risk. If you would like furniture shifted, please move it before we arrive.

Overgrown vegetation, stored goods, unstable ground and locked areas may prevent us reaching some windows. Anything we cannot safely reach on the day will not be cleaned and will be identified to you.

10. Site safety

We will not carry out work we consider unsafe. This includes unstable ground, unsafe roof or ladder footings, live electrical hazards, aggressive animals, unsafe weather, and any situation where we cannot establish safe access.

Our technicians will stop work and leave if a site becomes unsafe or if any person at the site behaves in a threatening or abusive manner. Where this happens after we have commenced, the work performed to that point remains payable.

11. High access, rope access and anchor points

High access work is performed by IRATA-certified rope access technicians in accordance with a documented safety plan and rescue plan, supplied before works commence.

Where we rig from a building's permanent anchor points, static lines or davit systems, you are responsible for ensuring those systems are certified and within their inspection period, and for providing that certification on request. If anchors are untagged, out of date or found to be defective, we will not use them. We can quote to inspect and test them separately.

Where a building maintenance unit or permanent gantry is used, it must be serviceable and currently certified.

12. Flyscreens, tracks and sills

Flyscreens are removed and refitted with care, but older screens become brittle with sun exposure and frames can distort or tear during normal handling. We are not responsible for damage to screens that have reached the end of their serviceable life.

Tracks and sills are cleared of loose debris as part of a standard clean. Built-up compacted grime, paint or corrosion in tracks may require additional time and is quoted separately.

13. Weather

Melbourne weather may require us to reschedule. We will not work at height in high wind, electrical storms or heavy rain, and we may postpone at short notice on safety grounds.

Light rain does not usually affect the result of a professionally cleaned window and is not grounds for a re-clean. Rain after a clean can leave spotting where it carries airborne dust, which is a normal environmental condition rather than a defect in our work.

14. Variations and additional work

If you ask for work beyond the agreed scope while we are on site, we will quote it before proceeding. Additional work agreed verbally on the day is chargeable and will appear on your invoice.

15. Cancellations, rescheduling and access failure

Please give us at least 24 hours' notice to cancel or reschedule. We understand plans change and we do not charge for reasonable notice.

If we attend at the agreed time and cannot access the site or the windows, or the booking is cancelled on arrival, a call-out fee equal to the minimum service fee may be charged to cover the reserved time and travel.

For recurring bookings, either party may end the arrangement with reasonable notice. Work already completed remains payable.

16. Payment

Payment is due on completion unless we have agreed different terms in writing. Commercial, strata and builder accounts are issued on 7-day terms from the invoice date unless otherwise agreed.

Accounts not paid by the due date may attract recovery costs reasonably incurred by us. We may decline to schedule further work while an account remains overdue.

17. Satisfaction guarantee and reporting a problem

If you are not satisfied with the standard of our work, tell us within 7 days of the clean and we will return and rectify the affected windows at no cost.

This guarantee covers workmanship. It does not cover marks that cannot be removed by cleaning (see sections 5, 7 and 8), or new soiling that has occurred since our visit, including weather, birds, insects, sprinklers, construction activity nearby or handling of the glass.

Prompt notice matters. The longer the interval, the harder it becomes to establish whether a mark was present on completion.

18. Your rights under the Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be supplied with due care and skill and will be reasonably fit for the purpose you made known to us. You are entitled to a remedy if those guarantees are not met.

Where we are legally entitled to limit our liability, our liability for a failure to comply with a consumer guarantee is limited, at our option, to supplying the services again or paying the cost of having the services supplied again.

19. Our liability

Subject to section 18, and to the extent permitted by law:

We are responsible for loss or damage caused by our negligence in performing the work. We are not responsible for pre-existing damage or conditions described in sections 5, 7 and 8, for damage arising because we were not told about films, coatings or specialty glass, or for loss arising from your failure to prepare the site as set out in section 9.

To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profit, revenue or opportunity, and our aggregate liability in connection with a job is limited to the price paid for that job.

Any claim for damage must be reported to us within 7 days of the work so that we have a fair opportunity to inspect it.

20. Insurance

We hold $20,000,000 public and products liability insurance. A Certificate of Currency and our IRATA certification are available on request and are supplied to owners corporations, strata managers, builders and facility managers before works commence.

21. Subcontractors

We may engage suitably qualified subcontractors for part of a job, particularly on larger commercial and strata sites. Where we do, we remain responsible to you for the work under these terms, and any subcontractor we engage holds their own current insurance and certification.

22. Photography and marketing

We often photograph our work for quality records and for use on our website and social media. Photographs are of the building exterior, glass and workmanship only.

We do not photograph building interiors, occupants, personal belongings or anything that identifies you or your address without permission. If you would prefer we do not photograph your property at all, tell us and we will not.

23. Privacy

We collect only what we need to quote, schedule, perform and invoice the work: your name, contact details, site address and job notes. We do not sell your information or share it with third parties for marketing.

24. Events beyond our control

We are not liable for failure or delay in performing work caused by events beyond our reasonable control, including severe weather, fire, flood, power or water failure at the site, road closures, industrial action, illness, or a government direction. We will contact you to reschedule as soon as practicable.

25. Resolving a dispute

If something has gone wrong, contact us first. Most issues are resolved with a return visit. We ask that you give us a reasonable opportunity to inspect and rectify before escalating a complaint or withholding payment.

If we cannot resolve it between us, either party may refer the matter to Consumer Affairs Victoria or another appropriate dispute resolution body.

26. Governing law

These terms are governed by the laws of Victoria, Australia, and the parties submit to the jurisdiction of the courts of that State.

27. Changes to these terms

We may update these terms from time to time. The version published on this page at the time you book is the version that applies to your job.

Questions about any of this? Ask before you book. We would rather explain it up front.

Pristine Window Cleaning Melbourne · ABN 84 227 751 650 · 0423 273 754 · info@pristinewindowclean.com.au