• Appointments & Availability
• Basic Window Cleaning Service
• Cancellation Policy
• Carpet Cleaning
• Christmas Lights
• Construction Clean Up
• Discounts
• Employees & Background checks
• Estimates
• Foggy Windows
• Insurance
• Maintenance Window Cleaning
• Noise
• Payment & Past Due Accounts
• Pressure Washing
• Products & Chemicals
• Rain Gutter Cleaning
• Rain Policy
• References
• Screens
• Tips

Appointments & Availability back to top

• Do you have weekend appointments available?  Weekend appointments are available and are made on a first come first serve basis.  Weekend appointments typically book up first.
• What is the earliest or latest appointment time available?  8AM and 9AM are our normal morning appointment times on certain occasions we may be able to offer an earlier appointment.  Our afternoon appointments will vary by the time of the year and the size of the job.  Our normal afternoon appointment is at 1PM but this can often be adjusted.
• Can I make an appointment on line or via e-mail?  For the most up to date appointment availability, all appointments should be made over the phone.
• How long does it take?  Depending on services ordered, appointments may last anywhere from 1 hour to all day, or longer.  When making your appointment, you can ask the office staff for an approximate appointment length. 
• How many people will come to the job?  Most jobs are assigned to one person.  In some cases more people may be assigned.  You can ask the office staff when making the appointment how many people to expect.
• What should I do to prepare for my appointment?  If you are having your windows cleaned make sure all items such as plants, picture frames, ornaments, knick knacks, etc are removed from window sills.  If you are having the exterior windows only cleaned, your gutters cleaned or your house pressure washed make sure your windows are closed all the way.

Basic Window Cleaning Service back to top

• What is included in Basic Window Cleaning Service?  Basic window cleaning service includes cleaning the interior & exterior of windows, cleaning screens & wiping down sills.
• Are tracks included in Basic Window Cleaning Service?  Tracks are not included in the basic window cleaning service.  Lily's Window Cleaning will clean vinyl tracks on windows that slide (up & down or back & forth) and vinyl casement windows for an additional charge.  We do not clean aluminum tracks.
• What if I only want the outside of my windows cleaned?  If you prefer to have us clean the exterior of your windows we can do so.  Minimum charges still apply to exterior only cleaning.
• Can you remove paint from windows?  Paint, stucco, silicone, stickers and other construction and remodeling debris can be removed from windows.  Removal of such debris is not covered under the "Basic Window Cleaning Service."  There is an additional charge that will be itemized on your bill called "Construction Clean Up" for these services. 

Carpet Cleaning back to top

• The last carpet cleaning company I hired used a spray bottle & buffer, my carpets looked dirty the next day, do you use a different method?  We do not use this method, we use low moisture steam cleaning or encapsulation cleaning.
• I live in a high rise building and every carpet cleaner I have called says they can not clean carpets if they have to go through an elevator, can you?  Yes!  We have state of the art, self contained and portable, high powered, steam cleaning machines that can fit in an elevator.
• Will all the stains come out of my carpet?  Some spots will come up and some will be permanent.  The type of stain and the composition of the carpet governs what will come up and what is permanent.  In many cases we can repair small permanent stains by replacing a patch of the carpet.

Cancellation Policy back to top

• What is your cancellation policy?  Please cancel appointments at least 24 hours in advance.  Same day cancellations, missed appointments and lock outs will be charged a 100% cancellation fee.  Cancellations can be made over the phone or via fax.  We ask that cancellations are not made over e-mail, as e-mails may be sent to the wrong address.

Christmas & Holiday Lights back to top

• Do you hang lights year round?  We do hang lights any time of the year, however we may not have lights in stock off season.
• When do you accept reservations for the Holiday Season?  We begin accepting reservations September 1st each year for the November & December decorating season.  All appointments will typically be 100% booked by Thanksgiving.
• Is a deposit required?  A 5% non refundable deposit is required on all appointments for the Holiday season.
• Do you provide the lights?  Lily's Window Cleaning can provide the lights for an additional charge or the customer can provide lights.
• Can I rent lights from you?  We do not rent lights, but we can sell lights.  All light & equipment sales are final.  Charges for lights and equipment are separate from labor charges and sales tax will apply.

Construction Clean Up back to top

• What is a construction clean up?  Construction clean up consists of removing construction and/or remodeling debris from windows.  Paint, stucco, silicone, stickers and stain are commonly removed on a construction clean up.
• Why does it cost extra?  Construction clean up is not included in basic window cleaning services and has an extra charge because it takes significantly longer and more skill is required.
• What kind of equipment is used in construction clean up?  Industry standard equipment including razors & scrapers will be used by trained professionals in a construction clean up.  Untrained and or inexperienced window cleaners often cause a lot of damage when doing a construction clean up.  Whether you choose Lily's Window Cleaning or another company for your construction clean up, make sure the window cleaner is familiar with proper techniques, fabricating debris and tempered glass.
• How long does a construction clean up take?  Construction clean up typically takes twice as long as basic window cleaning.

Discounts back to top

• I have an expired coupon, will you accept it?  From time to time Lily's Window Cleaning may offer a discount in coupon books.  However we can never accept expired coupons.  Valid coupons must be presented to your window cleaner when making payment.
• Do you accept competitor's coupons?  We do not accept competitor's coupons.

Employees & Background checks back to top

• Why do you perform background checks on employees?  When you hire a window cleaning company or an individual that person will have access to every room in your home or business.  Security & safety is of the utmost importance to us.  We would never send anyone that we wouldn't trust in our own home into a customer's home or business.  We perform nationwide comprehensive background checks on all potential employees to ensure that we have safe reliable people working for us.
• How much experience do your employees have?  The minimum experience requirement for our company is two years for window cleaners, however most of our employees have been cleaning windows for at least 5-10 years.  Assistant window cleaners typically have less then two years experience but are always paired with an experienced window cleaner on a job site.

Estimates  back to top

• Can you give an estimate over the phone or via e-mail?  Estimates can be given over the phone or via e-mail.  All customers will be provided with an estimate in writing if an e-mail, fax or mailing address is provided.
• How long is an estimate valid?  Estimates are valid for 30 days only.  Prices are subject to change after 30 days.

Foggy Windows back to top

• My windows look foggy, will the fog go away after the windows are cleaned?  "Foggy" windows are often damaged or defective double paned windows.  This does not clean up.  The fog between the panes of glass and comes from a broken seal on the actual window.

Insurance  back to top

• Do you carry worker's compensation insurance?  Lily's Window Cleaning carries both liability and worker's compensation insurance. 
• Are you bonded?  Being bonded by definition means, "Guaranteed by a bond, thereby insuring that a payment is made and specific rules are followed."  Since Lily's Window Cleaning is not a contractor and does not subcontract work to other companies or individuals, we do not and have no reason to purchase bonds for specific projects.  We are fully insured.
• What are your policy limits?  Our liability is a $2 million policy and worker's compensation is a $1 million policy.
• Can customers get a copy of your certificate of insurance?  If you would like to see a copy of our insurance certificate please call the office, a copy can be e-mailed or faxed to you.
• Can customers be listed as "additional insured" on your certificate of insurance?  Yes, we can list a customer as additional insured for an additional fee of $165.00 per named insured.  The additional insured endorsement is good for one year only.  Please allow 2-4 business days for requests to be processed through our office & insurance broker.  There is no charge for being added as a "certificate holder"

Maintenance Window Cleaning back to top

• How often should I have my windows cleaned?  Depending on your circumstances window cleaning can be done on a call in basis, quarterly, bimonthly, monthly, biweekly or even weekly.  Many residential customers like to have windows cleaned in and out once or twice a year and the exterior of the windows cleaned quarterly or monthly, while some commercial accounts like restaurants need to have windows cleaned each week.
• Will you call me to remind me that I need my windows cleaned?  Lily's Window Cleaning will not make calls unless you ask us to.  If you would like to be put on a regular schedule for service or a reminder schedule please call the office.

Noise back to top

• Do you make a lot of noise?  Certain services may make a lot of noise (i.e. pressure washing, carpet cleaning, tile & grout cleaning) while other services make very little noise (Window Cleaning & Gutter Cleaning).  If you are trying to make the appointment around a nap schedule or other noise sensitive time please let your window cleaner know.  He or she may be able to complete that portion of the project before or after the nap time starts.

Payment back to top

• What payment methods are accepted?  Cash, Checks made payable to "LILY'S WINDOW CLEANING," MasterCard and Visa are accepted.
• Will I be charged sales tax?  On window cleaning, pressure washing, rain gutter cleaning and labor for Christmas & Holiday lights there is no sales tax charged.  Sales tax is charged on all screen orders, lights & equipment.
• When is payment due?  Payment is due upon completion unless other terms are granted (in writing).  Lily's Window Cleaning does not offer terms to accounts less then $800.00 of annual sales.  Credit application may be required for terms such as NET 30, NET 15, etc....  If credit terms are not granted payment can always be made with a credit card.
• What happens if my account is past due?  If your account is past due you will be charged monthly late fees.  If your account goes 60 days past due your account will be referred to a collection agency.
• What happens with returned checks?  $25.00 fee is added to accounts with returned checks, this fee is in addition to late fees.

Pressure Washing  back to top

• Do you pressure wash roofs?  Many roofs can be pressure washed.  However, If we feel that the job poses a safety risk to our employees we may decline to accept the job or there may be additional charges for equipment rental/lifts (when needed).
• May paint is peeling will pressure washing cause the paint blister or peel more?  Pressure washers have adjustable pressure but if your paint is already blistered or peeling up it is extremely likely that more peeling will occur.  Pressure washing can be used to remove paint from surfaces before repainting.
• Can you remove gum & oil from parking lots & driveways?  In most cases gum can be removed & the look of oil drastically reduced or completely eliminated.  If we are pressure washing areas that vehicles drive over in the City of San Diego we must reclaim the water so it does not go down a storm drain.

Products & Chemicals back to top

• What sort of products or chemicals are used?  Lily's Window Cleaning uses industry standard chemicals which for the most part are safe, non toxic & biodegradable chemicals.

Rain Gutter & Downspout Cleaning back to top

• I have underground downspouts, can you clean these?  We can clean underground downspouts.  If roots have grown through the downspouts we do not guarantee that the root blockage can be removed by our services.  The minimum charge will still apply if roots have grown through underground downspouts.

Rain Policy  back to top

• What happens if it is raining during my scheduled appointment?  Climbing on ladders during rain is a safety hazard.  If it begins raining during your appointment or before your appointment we will need to reschedule.  If it rains with in 7 days of your window cleaning appointment and you notify us before the end of the 7th day we can offer a free rain touch up.

References  back to top

• How can I get a list of references?  Ask the office staff for a list of references for your neighborhood.  Lists can be generated by zip code.

Screens  back to top

• My screen is torn but the frame looks ok, can you just replace the screen?  If your screen frame is ok and does not have plastic corners we may be able to just replace the screen fabric or mesh.
• The plastic corner on my screen is cracked or missing, can you replace just that part?  We do not use plastic corners, if your screen has plastic corners that are cracked or missing the whole screen will need to be replaced.
• How long does a screen order take?  The lead time for screen orders changes frequently.  Your paperwork will have the current lead time on it.
• Are screen orders done onsite?  Screens are typically made or repaired at our shop.  Additional charges will apply to onsite orders.
• Is there a warranty on screens?  The warranty for screens is 30 days for defective materials or workmanship.  The warranty does not cover damage due to misuse, pets, children, weather, acts of god, neglect, etc....

Tips back to top

• Should I tip?  Tipping is not required, but greatly appreciated.  Tips can be paid by cash, or added to a check or credit card payment.  If adding tip to a check payment make sure you make a note of it on the memo line of your check.