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SERVICE POLICIES
Our service policies and standards
The terms, guarantees and care standards behind every Glass House visit, set out in full before you book.
This page explains how payment works, how scheduling and cancellations are handled, what each guarantee covers, what we need from you on service day and where each service starts and stops. It is written to keep your appointment smooth and your property protected.
The same policies come with every quote, and by scheduling a service you confirm that you have read them. The exact deposit, fee and notice terms for your job always appear on your estimate, invoice or booking confirmation before you commit.
IN WRITING FIRST
Every term that applies to your job is on your estimate, invoice or booking confirmation before you commit.
★ Rated 4.9 on Google · 44 reviews
Insured to $2M
Owner-operated
Based in Ham Lake, MN
THE OWNER
One owner, responsible for every result
Glass House is owned and run by Carson Brenny, with no crews, subcontractors or handoffs. He grew up in Ham Lake, went to Blaine High School and has worked full-time in exterior cleaning for six years. He quotes the job, does the work and walks it with you at the end.
Glass House is not a franchise, a bargain-cleaning outfit or a repair service. The standard is professional, personal, detailed and honest, and these policies exist so that you know exactly what to expect before any work begins.
IN CARSON'S WORDS
“It's my neighbors' homes: their biggest investment, one of the places they spend the most time, and where the people they care about most live. It's something everyone should enjoy, and I believe that.”
Carson Brenny, owner
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The same person from quote to final walkthrough
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Fully insured to $2M
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Policies included with every quote
OUR STANDARDS
The principles behind every policy
Each policy on this page comes back to three commitments: protect the property, explain changes before they happen and price the work fairly.
Care before perfection
We push for the best result a surface can realistically support, never at the cost of damaging your property. Leaving a small amount of staining behind is better than harming aged siding, fragile screens or old finishes in pursuit of a perfect result.
Clear communication
If conditions on site differ from what was quoted, we discuss any change in price or scope before doing the work, whenever that is reasonably possible. Your invoice should never come as a surprise.
Fair, transparent pricing
We charge what the work is worth, keep maintenance cleaning separate from specialty restoration and explain why a price changes when the scope, access, square footage or severity of staining changes.
PAYMENT
Simple payment, with no card fees
Payment terms are kept simple, so the end of every job is easy. Any deposit, late fee or special term that applies to your job is stated in writing before you commit.
How to pay
Glass House accepts check, cash, Venmo, Cash App and Zelle. We do not accept cards: for a small owner-operated business, card processing fees would mean raising prices, and we would rather keep pricing fair.
When payment is due
Payment is due in full when the service is complete, unless your estimate, invoice or booking confirmation states otherwise. Any deposit you have already paid is applied to the final total.
Late payments
Invoices left unpaid more than 7 days past the due date may accrue a $50 late fee for each additional 7 days they remain unpaid. We always reach out to you before a late fee applies.
DEPOSITS
When a deposit is required, and why
A deposit confirms the appointment and covers what has to be bought or reserved for your job in advance. Every deposit is shown on your estimate before you commit and applied to your final invoice.
Jobs over $2,000
A 20% deposit is required on subtotals over $2,000. It covers the cleaning solutions a job of that size requires, and like every deposit, it is applied to your final invoice when the work is complete.
Jobs over $5,000
A 50% deposit is required on subtotals over $5,000, because projects of that size normally require lifts and other specialty equipment. It is also applied to your final invoice when the work is complete.
Holiday lighting
Holiday lighting requires a 50% deposit each season, because the lights are custom cut and ordered for your roofline before installation begins. The deposit is applied to your invoice for that season.
SCHEDULING
Scheduling, cancellations and weather
Exterior work depends on weather, safety, access and route planning. Clear scheduling rules keep appointments running smoothly and make sure reserved time is respected on both sides.
Weather rescheduling is free
Rescheduling because of weather is always free and never counts as a cancellation. For safety and quality, exterior work may be moved for lightning, high winds, ice, snow, heavy rain, freezing temperatures or extreme heat.
48 hours' notice
Please give at least 48 hours' notice to cancel or reschedule. Rescheduling within 48 hours may incur a 10% fee, and canceling within 48 hours may incur a 25% fee. Higher fees may apply once materials are ordered, a large time block is reserved or we have arrived on site.
Arrival windows
Appointments are booked as a morning arrival between 8:00 and 10:00 AM or an afternoon arrival between 12:00 and 2:00 PM. We text you the day before and again when Carson is on the way.
GUARANTEES
Clear guarantees, and honest limits
Routine cleaning carries clear guarantees, while specialty work relies on honest scope. Each guarantee covers our workmanship, not pre-existing damage, failed materials or new debris that lands after we leave.
ON: WINDOW CLEANING, SKYLIGHT CLEANING, FRENCH GRIDS, THE WORKS
Streak-Free Guarantee
Spot streaks or workmanship spotting after we clean? Let us know within 72 hours and we'll correct the affected glass at no charge. (Doesn't cover new dirt, pollen, sap, bird droppings, hard water, irrigation overspray, or debris from dirty screens or frames.)
ON: WINDOW CLEANING, GUTTER CLEANING, HOUSE WASHING, ROOF WASHING, THE WORKS
Satisfaction Guarantee
If we are not satisfied with the outcome of your window cleaning, gutter cleaning, house washing, or roof washing, you will not be charged.
ON: GUTTER BRIGHTENING
Brightening Guarantee
If the stripes do not come off, there is no charge.
ON: GUTTER BRIGHTENING, GUTTER CLEANING, CONCRETE, DECK AND PATIO WASHING, POST-CONSTRUCTION WINDOW CLEANING, SPECIALTY STAIN REMOVAL, ICE DAM REMOVAL, EVERY QUOTE
Workmanship Standard
If we miss an area or leave normal cleanable residue, tell us and we'll re-clean or touch it up. Our guarantees cover the cleaning result — not repairs, replacements, permanent stains, or conditions that can't be safely corrected through cleaning.
ON: GUTTER CLEANING, THE WORKS
Flow Guarantee
All gutters and downspouts will flow by the end of service, guaranteed. The one exception is a downspout packed underground or one that would have to be taken apart — we never take them apart — which we show you and quote separately.
ON: HOUSE WASHING, THE WORKS
Honest Results Standard
Soft washing targets roughly 90% improvement on normal organic buildup. We won't risk damaging your property to chase the last few percent — and we'll always tell you what's realistic up front.
ON: ROOF WASHING
Roof Washing Warranty
If treated organic growth returns within the first year, we re-wash the affected areas free. If it returns within two years of service, we re-wash at half cost.
ON: SOLAR PANEL CLEANING
No-Scratch, Spot-Free Finish Guarantee
Pure-water cleaning is designed to leave your panels free of wash-process spots and scratches. (Doesn't cover pre-existing scratches, cracks, failed seals, or performance issues unrelated to cleaning.)
ON: SOLAR PANEL CLEANING
Satisfaction Guarantee
Your residential solar panel cleaning is backed by our satisfaction guarantee — if the result isn't right, we make it right.
ON: SPECIALTY STAIN REMOVAL
Reapplication Guarantee
All stain removal services include a reapplication guarantee: when a stain needs more than one application, the follow-up application is part of the job, not an extra charge.
ON: HOLIDAY LIGHTING
Season-Long Warranty
On our three-year contracts, your display is backed all season — including seasonal bulb replacement if bulbs go out. (Excludes customer-caused damage, faulty outlets, GFCIs, or electrical-supply issues.)
ON: PREMIUM WINDOW CLEANING ONLY
10-Day Rain Guarantee
Included with Premium Window Cleaning: if rain causes noticeable spotting on recently cleaned exterior glass within 10 days, we'll return for a complimentary exterior touch-up of the affected panes. The Basic and Standard cleans, and the bundles built on them, don't carry it.
BEFORE WE ARRIVE
A little preparation keeps service day smooth
Five minutes of prep makes your appointment smooth, safe, and spotless. Here’s exactly what to do before we pull up:
1
Outside spigot, gates & pets
Turn on your outside spigot and make sure we can reach it — a spigot shut off at an inside valve is the most common cause of a late start. Unlock any gates, keep pets clear of the work area, and close your windows.
2
Move your vehicles
Before we arrive, move every car, truck, and trailer out of the driveway — into the garage or parked on the street. This protects your vehicles from any overspray while we work, and gives us clear access to your home.
3
Furniture, chairs & potted plants
Move chairs and any plants in flower pots at least 15 feet away from the house, or tuck them inside the garage. Big, heavy pieces — patio sets, grills — please move those well away from the home too. Truly small, light items like cushions and toys? Leave those to us: we move them ourselves and put every piece back exactly where it was.
4
Check for wasp nests
Take a quick walk around your home and look under the eaves, around windows, and above doors. If you find a wasp or hornet nest, please have it removed before your appointment — we can’t safely work next to an active nest. Spot one you can’t get to? Text us before your visit so we can plan around it.
5
Remove screens — basic window cleaning
6
Powder-coated surfaces
Booked our basic window cleaning? Removing your window screens before we arrive is the homeowner’s responsibility — we do not remove screens with this package. Take them off ahead of time and set them somewhere safe, like the garage. If screens are still on when we arrive, we may need to reschedule, or clean only the windows we can access.
Powder coating is the smooth, baked-on color finish you’ll see on things like metal railings, light fixtures, patio furniture, and some garage doors. Certain cleaning products can damage it, so if anything on your exterior is powder-coated — or you’re not sure — tell us before your appointment and we’ll use the right products.
7
Specialty wood
Cedar shakes, teak furniture, ipe decking, log siding — any wood that’s delicate or special, we plan our whole approach around it. Whether we’re cleaning that wood or carefully avoiding it, we need to know it’s there before we arrive. Not sure what kind of wood you have? Text us a photo and we’ll figure it out together.
ON SERVICE DAY
If access is blocked or items are left in place
Preparation keeps every scheduled area reachable and safe. When something is in the way, this is how it is handled.
If access is blocked
If an area is blocked, locked or unsafe, we may clean around it, skip it, reschedule that portion or charge for the reserved time if preparation prevents completion.
If items are not moved
We can work around items that should have been moved, but the added risk to those items is then accepted by the customer.
Tell us what needs care
Tell us about sensitive plants, gardens, ponds or landscaping, and about any known leaks, damage or electrical concerns, before the work begins.
SAFETY AND PROTECTION
Safety first, and your property before appearance
Glass House may skip, delay, modify or reschedule any part of a job that cannot be done safely or without unreasonable risk to people or property. That is how we do right by your home.
When conditions are unsafe
Unsafe ladder placement, excessive height, steep or fragile roofs, ice, lightning, high winds, freezing temperatures, extreme heat, unstable ground or compromised fixtures can make part of a job unsafe. We adjust, protect differently, postpone or decline that part rather than force it.
Protecting the property
On aged siding, oxidized or painted surfaces, older decks, fragile shingles, loose gutters, brittle screens or delicate landscaping, the integrity of the property comes first. A little remaining staining is better than damage caused by chasing perfection.
Pre-existing conditions
Glass House is not responsible for pre-existing damage, weak materials, improper installation or hidden conditions such as rotten wood, failed caulking, broken seals, scratched glass, brittle screens, loose gutters or failing shingles. We point out obvious concerns when we notice them.
OUTDOOR ELECTRICAL
Outlets and fixtures during exterior washing
Services such as House Washing apply water to exterior surfaces on purpose. We work carefully around electrical components, but they still need to be correctly installed, sealed and built for outdoor exposure.
Our outlet and fixture policy
Glass House assumes that exterior outlets, light fixtures, doorbells, cameras and similar components are properly installed, sealed and safe for outdoor exposure. If they are not, water can find its way in however careful the washing is.
Not an electrical inspection
Glass House is not a licensed electrician and does not inspect, verify or certify outlets, fixtures, covers, seals or wiring. If there is any doubt about their condition or installation, have a qualified electrician inspect them before your wash.
When the scope may change
If an outlet cover is loose, a fixture looks compromised, wiring appears exposed or seals are missing, that area may be protected differently, postponed or declined until the condition is corrected.
SCOPE
Cleaning service, specialty work and exclusions
Only the services listed on your approved estimate, invoice or booking confirmation are included. Anything requested on site may need separate pricing, approval or its own appointment.
Cleaning, not repair
We clean, maintain and improve surfaces. Glass House is not a repair, roofing, electrical, plumbing, landscaping, installation or handyman service, and cleaning does not include repairs, resealing, repainting, re-pitching gutters or structural correction.
What routine cleaning improves
Routine services remove or improve dirt, algae, mold, mildew, pollen, cobwebs, bug residue and organic growth. They do not guarantee removal of oxidation, rust, iron, artillery fungus, paint, adhesive, silicone, efflorescence, oil, graffiti or mineral deposits.
Specialty work is separate
Hard water, iron, rust, oil, oxidation, efflorescence, graffiti and construction debris each have their own process, pricing and expectations. These services improve stains significantly but may not remove them completely, depending on the surface, its age and the depth of the stain.
SERVICE BY SERVICE
Where each maintenance service starts and stops
Pricing is listed on each service page and in the Glass House Experience. These cards cover scope: what each service includes, what it leaves out and what to expect.
THREE PACKAGES
Window cleaning packages
Basic covers exterior glass only, and screens must be removed before we arrive. Standard adds interior glass, with screens removed and reinstalled. Premium, the most complete package, covers interior and exterior glass, screens and tracks, and includes the 10-Day Rain Guarantee. Every package includes a courtesy wipe of frames and sills.
WINDOW CLEANING
What window cleaning excludes
Specialty conditions are excluded unless quoted: hard water, paint, silicone, adhesive, stucco, mortar, construction debris, scratches and failed seals. Storm panes and French or gridded panes are counted and priced separately, because they involve more handling, detail, liability and labor.
MAINTENANCE
Gutter cleaning
Includes hand-clearing debris, blowing and flushing gutters where appropriate, clearing accessible downspout blockages and hauling debris away, with before and after photos when practical. Repairs, re-pitching, sealing leaks, heat cable work, underground drains, gutter-guard removal and black streaks on the outside of gutters are excluded unless agreed in advance.
GUTTER FACES
Gutter brightening
Gutter brightening removes the black streaks, sometimes called tiger stripes, on the outside face of the gutters. It is a separate service from gutter cleaning, which clears the inside, and it carries the Brightening Guarantee: if the stripes do not come off, there is no charge.
SOFT WASHING
House washing
A maintenance soft wash for siding, soffits, fascia, eaves and trim that targets algae, mold, mildew, dirt, pollen, cobwebs and bug residue, with roughly 90% improvement on normal buildup. Oxidation, rust, iron, artillery fungus, paint stains, sun fading, failed coatings and deep porous staining are specialty work, priced separately.
SOFT WASHING
Roof washing
A no-pressure soft wash for black algae, lichen, moss, mold, mildew and dark streaking. It typically reaches 70 to 90% improvement on the day, and because growth keeps releasing for several weeks, the roof keeps brightening after we leave. Every roof wash carries the Roof Washing Warranty. It does not replace shingle, flashing, ventilation or drainage repair.
SURFACE-AWARE
Concrete, deck and patio
Surface-appropriate cleaning that removes dirt, algae, grime and organic buildup, with a soft wash on decks to avoid high-pressure damage. Porous concrete, brick, stone, pavers, wood and composite may not return to a perfectly even finish. Specialty stains are quoted separately, and rot, loose boards, failed stain and splintering are not our responsibility.
MAY TO SEPTEMBER
Solar panel cleaning
Pure-water cleaning with brushes made for solar panels, backed by the No-Scratch, Spot-Free Finish Guarantee and best scheduled twice a year. Hard and construction debris are not removed because of scratch risk, and pre-existing scratches, cracks, failed seals and manufacturer defects are excluded.
FLAGSHIP PACKAGE
The Works
The Works pairs the services that improve each other: Basic Window Cleaning, House Washing and Gutter Cleaning. Cleaning the upper and lower surfaces together keeps freshly cleaned areas from being dirtied by others. Accessible downspout blockages are cleared with the gutters. Packed or underground downspouts, and deck or patio washing, are quoted separately. The policies for all three services apply.
SPECIALTY AND SEASONAL
Specialty, commercial and winter services
These services are quoted individually, because access, size, severity and logistics vary too much for honest flat pricing.
QUOTE REQUIRED
Specialty stain removal
Hard water, iron, rust, oil, oxidation, efflorescence and graffiti each need their own chemistry, tools and expectations, and we explain likely results before we start. Efflorescence treatment is cosmetic and does not fix the moisture behind it, and oxidation is surface breakdown, not dirt, so normal washing will not remove it.
QUOTE REQUIRED
Commercial and HOA
Window cleaning, gutter cleaning, pressure and soft washing, roof washing, concrete cleaning, solar field cleaning, stain removal and recurring maintenance plans for HOAs, offices, retail, multi-family, senior living and managed communities. We work with property management companies and realtors, and plan each job for low disruption, clear documentation and direct communication with managers and boards.
WINTER
Ice dam removal
Ice dam removal is steam only, with no chopping, chiseling or aggressive pressure that could damage your roof, and winter gutter clearing is part of the process. It does not prevent future ice dams unless a written prevention agreement is included, and it does not address roof, insulation, ventilation or structural causes.
WINTER
Holiday lighting
Includes a design consultation, a mockup before anything is cut, and deluxe warm white C9 bulbs custom cut to your roofline, with installation, takedown and storage. On three-year contracts, a season-long warranty covers bulb replacement, excluding customer-caused damage, faulty outlets, GFCIs or electrical supply issues.
DAMAGE WAIVER
When we may ask for a signed waiver
Some surfaces are degraded enough that careful, correct cleaning can expose or worsen an existing condition. When that is the case, we discuss it with you first and may ask you to sign a damage waiver before we proceed.
When a waiver may apply
Common cases include oxidized or loose siding, aged paint, brittle screens and old screen tabs, failing coatings, rotten wood, fragile trim, old caulking, damaged glass and construction debris on glass. Older screen tabs and sun-damaged frames can break during normal removal because of their existing condition.
Why the waiver exists
A waiver is not about shifting blame. It makes sure you know before we start that a fragile surface carries real risk, so you can decide whether to proceed. Construction and hard-debris cleaning carry their own waiver, because removing hardened debris can reveal or create scratches.
DISCOUNTS
The standing discounts Glass House offers
Seasonal promotions come and go, but these discounts are always available. Mention the one that applies when you book, and Carson applies it to your quote.
SAVING
HOW IT WORKS
AMOUNT
Preferred day
Book a day marked Preferred on your quote and take another 5% off, on top of any other saving, up to 25% off in all. Service Plan members are not held to the 25%. Not on Service Plan visits, which have their 30% built in.
+5%
Flash sale (this season)
Every service except The Works and the Service Plan.
20% off
The Service Plan
Every plan visit is 30% less. Members take 25% off any other work, holiday lighting included (The Works keeps its own price). Pay the whole year up front and take another 5% off.
30% a visit
Veterans
We appreciate those who have served our country and respect the sacrifices they have made for all of us. Veterans always receive 10% off as our thank you. Let us know when you reach out.
10% off
Seniors 65 and older
Homeowners aged 65 and over receive $50 off their service. Ask about the senior discount when you book, and it is applied to your quote before any work begins.
$50 off
Same-day neighbors
When a neighbor books for the same day, both households get 15% off. The one standing offer that also applies to The Works.
15% off each
Three projects together
Booking three projects together saves 10%, and bundled services are completed in an order that keeps freshly cleaned surfaces clean.
10% off
Fall Promo, through November 30
Book a house washing or a roof washing and your gutter cleaning is free, applied automatically with no code. One offer per quote, so it does not combine with the flash sale; you get the bigger one.
Free gutters
Holiday lighting
A three-year contract saves 15%.
15% off
Discounts don't combine — you receive whichever single saving is largest. Then a Preferred day can take another 5% off, up to 25% in all (Service Plan members aren't capped).
In Carson’s words: “Preferred days are the ones I have wide open. Nothing ahead of you means I show up in the window I promised instead of running late from someone else's job, so I would rather take 5% off than keep you waiting. Any other day still works — it just doesn't carry the extra 5%.”
SEASONAL PLANNING
Plan exterior care around Minnesota seasons
SPRING
Clear away the winter
A common time for windows, gutters, house washing, concrete, decks and solar panels, clearing winter buildup before the busier summer season.
SUMMER AND FALL
Roofs, siding and stains
Strong seasons for roof washing, house washing, stain treatment and pre-winter gutter cleaning, and the time most owners notice what to correct before winter.
WINTER
Ice dams and holiday lighting
Winter Services cover Ice Dam Removal and Holiday Lighting, and winter gutter clearing is handled within ice dam removal.
Maintenance on a seasonal rhythm keeps a home ahead of buildup and damage, instead of treating every service as a one-time repair. Seasonal availability also changes which services can be booked online at any given time.
FAQ
Questions about our policies
How do I pay, and when is payment due?
Glass House accepts check, cash, Venmo, Cash App and Zelle. We do not accept cards, because card processing fees would mean raising prices, and we would rather keep pricing fair. Payment is due in full when the service is complete, unless your estimate, invoice or booking confirmation states otherwise.
What is your cancellation and rescheduling policy?
Please give at least 48 hours' notice to cancel or reschedule. Rescheduling within 48 hours may incur a 10% fee, and canceling within 48 hours may incur a 25% fee. Higher fees may apply once materials are ordered, a large time block is reserved or we have arrived on site. Rescheduling for weather is always free and never counts as a cancellation.
When is a deposit required?
A 20% deposit is required on subtotals over $2,000 to cover the cleaning solutions the job needs, and a 50% deposit on subtotals over $5,000, since those projects normally require lifts and specialty equipment. Holiday lighting requires a 50% deposit each season. Every deposit is shown on your estimate and applied to your final invoice.
What guarantees does Glass House offer?
Every guarantee is printed word for word on your quote, your work order and your invoice, and all twelve are listed above with the services each one covers. They cover the cleaning result, not repairs, replacements, permanent stains or conditions that cannot be safely corrected through cleaning.
What is included in The Works?
The Works bundles Basic Window Cleaning, House Washing and Gutter Cleaning, the services that improve one another, and your quote shows what you save against booking them separately. Accessible downspout blockages are cleared with the gutters; packed or underground downspouts and deck or patio washing are quoted separately. The older Works Plus bundle has been discontinued.
What do I need to do before my appointment?
Unlock gates, move vehicles, secure pets, close the windows being cleaned and move patio furniture, grills, planters, decorations and fragile items away from the work areas. Tell us in advance about sensitive plants, known leaks or damage, or electrical concerns. If items are not moved, we may clean around them, skip the area or reschedule that portion.
What is your policy on outdoor outlets during house washing?
Glass House assumes exterior outlets, fixtures, covers, cameras and similar components are properly installed, sealed and suitable for outdoor exposure. We are not licensed electricians and do not inspect or certify them. If something appears loose, exposed, unsealed, damaged or unsafe, that area may be adjusted, postponed or declined until it is corrected.
When is a service adjusted, postponed or declined?
The scope may change if access is unsafe, conditions are too severe, a surface condition changes what is realistic, electrical components appear compromised, the roof is unsafe to work on or the weather makes the work less safe or less reliable. We would rather explain the change than force a bad decision.
Which services require a quote, and why?
Commercial and HOA services, specialty stain removal, construction cleaning, graffiti removal, roof washing, ice dam removal and large bundled or multi-story work require a quote, because size, access, severity, logistics and materials vary too much for flat pricing to be honest. Every online booking is also confirmed in person before work begins.
Can I use the quote form if I am not sure what I need?
Yes. If you have questions, need help choosing a service or want a professional opinion, use the quote form or call or text. Carson will contact you to confirm what you are looking for, explain what he would recommend and point you to the right service.
Fully insured to $2M
Owner-operated
Locally owned in Ham Lake
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