Customer Service Agreement & Terms of Service

This agreement sets out the terms and conditions under which Altra Window Cleaning (“we”, “us”, “our”) provides residential and commercial window cleaning services to you, the customer.

Acceptance of a quote constitutes acceptance of this agreement. By accepting any quote from Altra Window Cleaning — whether verbally, in writing, by email or text message, or by booking or allowing the quoted work to proceed — you agree to be bound by these terms and conditions in full. No signature is required for this agreement to take effect.

We service the wider Auckland region, from Milldale to Drury.

We provide interior and exterior window cleaning and related services for residential and commercial properties, as described in your quote. Any additional work requested on the day (for example, extra windows, screens, or hard water treatment) will be quoted separately before we proceed.

All quotes are provided free of charge and are valid for 30 days from the date of issue.

Quotes are based on the information provided and the condition of the property. If site conditions differ materially from what was described (e.g. access issues, heavy build-up, construction debris), we may revise the quote before starting work — we will always confirm any change with you first.

All prices are in New Zealand Dollars (NZD) and include GST unless stated otherwise.

Customers who sign up to a recurring maintenance plan receive a discount off the standard per-clean price, based on the frequency of their plan.

Plan discounts apply for as long as the plan remains active and cleans are completed at the agreed frequency.

If a plan is cancelled or lapses, subsequent cleans revert to standard pricing.

If a customer decides not to continue their plan, they must pay the difference for only the last service given, this includes only the discount that we provided based on the recurring plan.

Please ensure our team has safe and reasonable access to all areas being cleaned (gates unlocked, pets secured, vehicles moved from work areas where possible).

If we cannot access the property at the scheduled time and cannot reach you, the visit may be treated as a late cancellation under Section 6.

Light rain does not usually affect results. If weather conditions make the work unsafe or would compromise quality, we will contact you to reschedule at no charge.

Rescheduling — Free of charge, any time. We understand plans change — simply contact us and we will find a new time that suits.

Cancellation — Cancelled bookings incur a cancellation fee of 15% of the original quoted job price. This only applies if cancellation is made within 48 hours of any scheduled clean.

To cancel or reschedule, contact us by phone or email as early as possible.

Payment is due on the date stated on your invoice, by bank transfer or any other method we agree to.

If payment is not received by the due date, we will send you a reminder and allow one (1) warning day to make payment before any late fee is applied.

After the warning day, overdue invoices incur a late fee of 10% of the outstanding amount for each week (or part week) the invoice remains unpaid.

We reserve the right to pause scheduled services (including maintenance plans) while an invoice remains overdue, and to recover reasonable costs of debt collection where necessary.

We stand behind our work with a 100% satisfaction guarantee. If you are not happy with any part of the clean, let us know within 48 hours of the service and we will return to put it right at no extra cost for unlimited touchups.

Altra Window Cleaning holds public liability insurance with cover up to $2,000,000.

We take great care in and around your property. Any damage caused by our team must be reported to us within 12 hours of the service so we can inspect and resolve it.

We are not responsible for pre-existing damage, including scratched glass, failed double glazing (fogging), deteriorated seals, flaking paint on frames, or fly screens and fittings in poor condition. Where we identify pre-existing issues, we will point them out and/or record any issues before or during the clean.

Nothing in this agreement limits your rights under the Consumer Guarantees Act 1993.

We operate under a documented Health & Safety Management Plan aligned with the Health and Safety at Work Act 2015 and WorkSafe NZ guidelines. Our team may decline or modify work that cannot be performed safely (for example, unsafe roof access or hazardous site conditions) and will discuss alternatives with you.

Provide accurate information about the property and the work required when requesting a quote.

Advise us of any known hazards on site (dogs, fragile fittings, alarmed areas, etc.).

Ensure someone over 18 is available to grant access, or that access arrangements are agreed in advance.

We collect your contact and property details only for the purposes of quoting, scheduling, delivering, and invoicing our services, and for occasional service communications. We handle your information in accordance with the Privacy Act 2020 and never sell your details to third parties.

This agreement is governed by the laws of New Zealand.

If any part of this agreement is found to be unenforceable, the remaining terms continue to apply.

We may update these terms from time to time; the version in force at the time of your booking applies to that booking.

This agreement takes effect when you accept a quote from us, as described in Section 1 — a signature is not required. A copy of these terms is provided with every quote, and the version in force at the time of your acceptance applies.