By booking any of Oven Love’s Services, either through our website booking form, facebook, e-mail, text or phone, the Client (customer, you) agrees to be bound to these Terms and Conditions. Any part of these Terms and Conditions may be changed at any time without notice. You are advised to read them before entering into an agreement and regularly afterward and agree to be bound by these terms and conditions below.
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The price quoted for our oven cleaning service covers costs for the operative(s) attending a customers premises and inspection and testing of appliances before commencing cleaning. The price also includes labour charges, cleaning materials and solutions for cleaning purposes.If upon inspection of appliances a fault or damage is discovered, this is will be pointed out and where appropriate a customer may be requested to sign a disclaimer or be advised on a remedy, repair or need for spare parts before cleaning commences. Any additional work is then charged in addition to the cleaning booked.
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We will always aim to arrange an appointment to suit customers stipulated preferred times and dates. Appointments are secured once confirmation of preferred appointment has been supplied to the customer.
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If an appliance to be cleaned is built into a unit or fitted between units, it cannot be removed by an operative for cleaning purposes. If an oven is a stand-alone unit it also cannot be pulled out to be cleaned. This is for customers and operatives safety, so please refrain from requesting the operative to facilitate moving of such appliances. Only internal parts from the appliance, such as stainless steel, racking, shelving, side plates, top plates, oven bulbs covers etc can be removed to enable access to internal areas of an appliance for cleaning. Mechanical or electrical components will not be removed whilst cleaning.
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When booking an oven, hob, extractor hood or microwave to be cleaned we will assume, unless otherwise advised, the appliances are in working order, can be switched on and are located in a domestic/commercial kitchen.
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The customer is responsible for providing access to the property at the scheduled time as agreed during the booking telephone call and/or email confirmation. There must be a reasonable space to work with around the oven, Hood & Extractor. We will need access to hot water, so please ensure sinks are clear or a kettle is avaialble if hot water is not.
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Payment for all works carried out is made payable on the day upon completion of the clean/works. Payment is not normally taken before hand, unless booking a gift voucher, or a customer will not be available at the property on completion of the clean/works to make payment. In such cases card payment is taken upon booking of services. Oven Love accept payment by cash only.
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A parking space is required for our company vehicle within a reasonable distance of the customers front/back/side door. Your operative can refuse to carry out any work if suitable parking is not available to carry out his/her job in a safe and timely manner. Where appropriate, it is the responsibility of customers to provide operatives with necessary parking vouchers/permits when arriving at premises to conduct work.
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Please take into consideration that we are a small business and if a customer cancels without giving us 24 hours’ notice, we will be left out of pocket. It is very difficult to fill the vacated gap if we haven’t been given at least 24 hours’ notice. The customer can cancel the scheduled service by giving prior notice 24 hours before confirmed booking time without incurring any cancellation fees. For cancellations later than 24 hours notice; 50% of the jobs cost will be requested. We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health of our operatives. We have the right to cancel or reschedule a service in cases where unexpected circumstances have befallen the assigned member of our team. As with cancellations, the customer can reschedule the appointment by given prior notice 24 hours before the confirmed booking time without incurring any rescheduling fees. We can only reschedule a clean once*. As with cancellations, 50% of the jobs cost will be requested if less than 24 hours’ notice is given. On arrival at your property, if there is no answer at the door, our operatives will try to contact you by the contact telephone number you have provided us with. If there is still no answer our operatives will wait a maximum of 15 minutes outside your property for somebody to arrive. If nobody has appeared at the entrance to the property then our operatives will move on to their next job leaving a reminder note through your door where possible. If the clean is cancelled within 2hrs of the cleans scheduled time, or there is no one at the property so the clean can not be carried out. The full amount of the scheduled clean cost will be payable.
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All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. All complaints must be received in writing by post or email no later than 24 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard. The Customer agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items themselves or arranging a third party to carry out cleaning or repair services with regard to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Customer we will immediately refer the account for collection.
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The Customer agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service. The Customer agrees to inspect the work immediately after its completion and to draw the operative(s) attention to any outstanding cleaning issues while they are still on site. The operative(s) will carry out any such additional work to the Customer’s complete satisfaction. If the Customer or any third party instructed by the Customer is not present at the time of the service then no claims regarding any cleaning issues can be made.If the Customer instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service. The Customer agrees and understands that claims within the allowed 24 hours does not cover services or areas not outlined in the accepted quote. Any claims made for services or areas not mentioned in an official accepted quote will be classed as not valid and as such deemed settled.
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The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with: Its failure to carry out its services as a result of factors beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, traffic delays, vehicle or apparatus breakdown and inability to gain access to premises, lack of appropriate resources, such as water, electricity and lighting. Late arrival of Company operative(s) at the service address. The Company endeavours to be on time on any visit but sometimes transport related and other problems such as over run on previous job which are beyond the Company’s control, the Company operative(s) may arrive with a delay or the cleaning visit may be rescheduled. Any existing damage to Clients property in the form of old stains, burns, scratches, dents and the like which cannot be cleaned/removed completely by the cleaning operative(s) using the industry’s standard cleaning methods.
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The Company has built its business and reputation by providing it’s Customers with the best possible cleaning services available. Still, the Company realises, that because it’s operative(s) are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Customer is not satisfied with the Company’s service for any reason, the Company’s operative(s) will come back to the Customer’s premises and re-clean the part or parts which were unsatisfactory.
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The Company shall insure all work it undertakes. The Company’s public liability Insurance covers damages caused by a cleaning operative(s) working on behalf of the Company and includes Treatment Risk. All claims are subject to an excess of £150.00
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These Terms and Conditions are governed by the laws of England, Scotland, Northern Ireland and Wales.