You’ll find answers to most of your questions below. If you don’t find the answer you’re looking for, please let us know and we’ll update the FAQ.
Why do you leave my windows wet?
The water used to clean your windows is ultra-purified so it measures 0.00ppm (parts per million), which means it does not contain any chemicals or minerals, this means that after your windows have been scrubbed and rinsed using this water, your windows can be left to dry naturally.
If you were to use any water containing even 20ppm, this would leave mineral deposits on the glass after drying, hence the spotting/streaking you may have experienced previously. The higher the reading, the more likely spotting and streaking will occur. If you would like to know more about the water processing method in Surrey, you can read our blog post here: https://surreytoughgaa.wpengine.com/its-the-one-thing-new-customers-never-expect-from-their-window-cleaners/
What happens if it is raining on the day of arrival?
Unfortunately, we can’t predict what the (English!) weather will be like on the day, so when we plan work, particularly at the customer’s request or chosen schedule, we do our best to honour those arrangements. This means that to keep on schedule and fit in with our regular clients, we will work rainy days unless it is unsafe to do so. From our experience, mild to moderate rain is completely fine to clean in, and should not impact the finished cleanliness of your windows. If it is necessary to push back because of the weather, we will communicate this to you on the day.
Toughgaard offers a 100% satisfaction guarantee, which means that if for any reason you are not happy with the clean we have provided, we will happily come back free of charge to clean your windows again. If you can please let us know within 24 hours of the clean, we will fit you in again as a priority.
What if I need to cancel at short notice?
At Toughgaard, we recognise that life is unpredictable, and as such we have a free cancellation policy. Please give us as much notice as possible or liaise with a member of our team to make the necessary arrangements.
How often should my windows be cleaned?
Residential window cleaning:
Several factors come into play which determines how quickly your windows get dirty. From our experience, a 6-weekly service guarantees the best results and keeps your windows looking their best.
Commercial window cleaning:
Businesses are slightly different to residential properties, with customers in and out of the doors and typically located in a location with a lot of footfall. Therefore, we recommend having your windows cleaned every 4 weeks.
How can I pay?
We accept most forms of payment from cash, card, and bank transfer. In spite of that, to make the whole experience as effortless for you as possible we encourage our customers to sign up for Direct Debit. This can also come with automated invoices, so you have proof of every visit.
Can you provide a receipt or invoice?
Yes. You can request this at any time.
What do you need from us on the day?
As long as all of your windows are shut and we have been provided with an access point, we are good to crack on.
How will I know when you will be arriving?
We will always message you the night before to remind you to leave us a point of entry in case you’re not going to be in – the last thing we want to do is turn up unannounced and give you a fright!
We don’t want to commit to regular service, will you still clean our windows?
Of course! However, one-off window cleans will come with an additional charge as they tend to be more time-consuming and labour-intensive. We would always recommend opting for a regular window cleaning service. This is more price-friendly and consistently keeps the windows, sills and frames clean.
I would like to add an extra service such as gutter cleaning, to my next window cleaning visit. Is that possible?
Certainly! All we require is 24h notice so we can allocate more time and fit you in on the day. If the price hasn’t been discussed before, we will send you a quote before our visit.
Do you use ladders?
We will avoid using ladders unless it is absolutely necessary and completely safe to do so. We don’t do any direct cleaning from a ladder, however, we will use them to get on top of a flat roof extension to clean skylights or sky lanterns.
We want to cancel our regular window cleaning.
We will be sad to see you go! But we completely understand that sometimes life can get in the way and circumstances change. This will be free of charge, but we ask you to notify our team of your decision as soon as possible.
How often should my gutters be cleaned?
Several factors come into play which determine how quickly your gutters fill up. Any overhanging trees, wildlife or mossy roofs can all clog up your gutter. Our expert team will recommend a frequency of clean – this will typically be between once or twice a year.
Our gutters are fitted with gutter hedgehogs, can you still clean them?
No. We would always recommend keeping your gutters completely clear. Gutter hedgehogs are impractical and they easily accumulate debris. Keeping your gutters cleared of any ‘protectors’ is best practice with an annual gutter clean.
Do you repair gutters?
Unfortunately not. This is a service we are looking to add to our portfolio soon.
Do you need anything from us on the day of your visit?
We do require access to a power supply to power our gutter vacuum. If you do not have a working external power supply, we would require you to be in on the day of our visit.
My gutters are still leaking after your visit. Why and what do I do next?
When gutters have been full of debris for too long, they can expand in size. This means that water can now find a way through and cause that annoying drip you notice when it heavily rains. Having your gutters cleaned is always your first port of call. Our expert team will advise you of any findings on the day and recommend any next steps for your gutters.
What equipment do you use?
We use a powerful vacuum hoover with carbon fibre poles and a modern camera feeding through to our monitor on the ground. We wrote a blog article which got into more depth on our gutter cleaning process and equipment. Read it here: https://surreytoughgaa.wpengine.com/the-future-of-gutter-clearing/
