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Terms and Conditions

By booking an appointment with The Oven Chap you are agreeing to the following terms and conditions:

BOOKING TERMS: To ensure your booking is logged correctly, all appointments must be scheduled directly through our main office.

NOTICE PERIOD: A minimum of 48 hours is required for all cancellations or amendments. Where adequate notice is not provided, The Oven Chap reserves the right to apply a £40.00 fee for the lost appointment window.

PARKING TERMS: Providing legal parking at the property is the customer’s responsibility. We are happy to utilize driveways or off-road parking; however, any paid parking charges incurred will be added to the final invoice. If the property is located within a permit-holders-only zone, a valid permit must be provided upon arrival.

If no parking restrictions exist but no space is available when we arrive, we are happy to re-book the service for another day for no extra charge. However, if a customer provides false parking information or fails to provide a required permit, a minimum call-out fee will be charged.

Important: The Oven Chap will not, under any circumstances, park illegally (including single/double yellow lines, loading bays, pavements, or private property without permission) or in a dangerous manner."

LIABILITY AND INSURANCE: The Oven Chap will not operate in an occupied property unattended. A responsible adult (aged 18 or over) must remain on the premises for the duration of the cleaning appointment. We reserve the right to terminate the job or refuse service if a representative leaves the premises. The only exception to this policy is for 'fully vacated' properties (e.g., end-of-tenancy or move-out cleans) where the residence is completely unoccupied and unfurnished. In these specific instances, arrangements for access and securing the property must be agreed upon in writing prior to the appointment.

HEALTH, SAFETY AND CONDUCT: We are committed to providing a safe and respectful working environment. Our operatives reserve the right to leave the property and refuse service if the working area is deemed unsafe or if they encounter any form of verbal or physical abuse. In such instances, the job will be canceled, and a full call-out fee will be charged to cover our time and travel.

APPLIANCE CONDITION & FAULT DISCLOSURE: All appliances must be in full working order prior to our arrival. It is the customer's responsibility to disclose any known faults, broken parts, or operational issues (e.g., broken hinges, electrical faults, non-functioning elements) at the time of booking so we can assess if the job is viable. We reserve the right to decline service on faulty appliances. If we arrive at the property and are unable to proceed with the cleaning due to an undisclosed pre-existing fault, a Call-Out Fee may be charged to cover travel time and costs."
Any issues our Operative notices will be pointed out to you. We accept no responsibility for any general wear and tear issues with your appliance.

ACCESS TO UTILITIES: To perform the cleaning service, The Oven Chap requires access to a supply of running water and an empty kitchen sink. It is the customer's responsibility to ensure the sink area is clear of dishes and accessible upon our arrival

HEALTH & SAFETY: The cleaning process involves the use of specialised chemicals and sharp tools. For the safety of all occupants, we require that customers, children, and pets remain clear of the work area for the duration of the service. The Oven Chap cannot accept responsibility for any injury caused to individuals who enter the work zone or interfere with equipment and materials while the clean is in progress.

PAYMENT TERMS: Payment is due immediately upon completion of the service. We accept all major payment methods, including card and cash. As our card terminals rely on a mobile signal, please be prepared to provide an alternative form of payment. (such as cash or bank transfer)

(Please note that card payments may incur a £3.00 – £5.00 administration fee to cover the cost of mobile processing and terminal hire)

INVOICING AND RECEIPTS: A handwritten receipt will be provided on-site immediately following payment. For your digital records, an official electronic receipt will also be sent to your nominated email address within 24 hours of completion.

SATISFACTION GUARANTEE: Upon completion, please inspect the work to ensure you are fully satisfied. If any areas require further attention, please inform our operative immediately so they can rectify them on-site. If you are not present at the time of service, any concerns must be reported to our office within 24 hours.

LIABILITY AND DAMAGE CLAIMS: Any claims regarding dissatisfaction or breakages must be reported within 24 hours of the service. We cannot accept liability for issues raised after this period, except in exceptional circumstances. While we will always endeavour to help you resolve any later issues, any associated costs incurred after the seven-day window may be the responsibility of the customer.

COMPLAINTS:Services are deemed satisfactory unless a written complaint (via email, text, or post) is received within 24 hours of completion. We will investigate all complaints promptly to reach a fair resolution. The Client must allow The Oven Chap the opportunity to return and re-clean any disputed areas before attempting to clean them themselves or hiring a third party. Failure to provide this opportunity will void our guarantee and the matter will be considered settled.

CLAIMS: We hold Public Liability Insurance for accidental damage. Our guarantee is limited to correcting issues reported within 24 hours. We may require access to the property within 72 hours of a report to rectify the issue. Refunds or price adjustments are at the sole discretion of the company and must be requested in writing. Clients agree not to "chargeback" or stop payments unless the Company fails to honour its re-clean guarantee. While we take every precaution, accidents can happen. We aim for identical replacements but cannot guarantee them. We strongly advise that irreplaceable or highly sentimental items are stored away before our arrival. In the event of damage, we will pay for a repair. If a repair is not possible, we will credit the item's current "actual cash value" toward a replacement, provided the original cleaning service has been paid for in full. We are not liable for damage caused by faulty/improper installation of appliances, or for surfaces (e.g., stone/granite) that were not properly sealed prior to cleaning. Any attempt at insurance fraud will be prosecuted to the fullest extent of the law. If a "re clean" is required, the Client must be present. We reserve the right to limit recovery visits to one per job.

Limitation of Liability The Oven Chap shall not be held responsible for service delays or losses resulting from circumstances outside of our reasonable control. This includes, but is not limited to:

External Factors: Acts of God, extreme weather, or the unavailability of essential utilities (water, electricity, or adequate lighting).

Punctuality: While we strive to be on time, we are not liable for delays caused by traffic or vehicle issues. In the event of a significant delay, we may need to reschedule.

Pre-existing Conditions: We cannot be held liable for permanent stains, burns, or structural damage already present, nor for marks that cannot be removed via standard industry cleaning methods.

Interference: We accept no liability for issues arising from the Client or third parties entering the workspace or using appliances during or immediately after the service.

Minor Damage: Claims for damages valued at £100.00 or less are generally not accepted; however, these may be reviewed on a discretionary 'goodwill' basis.

Environmental Factors: We are not responsible for lingering odours caused by a lack of property heating or ventilation."

Calls may be recorded for quality control and record-keeping purposes.

DISPUTE RESOLUTION: We aim to resolve all complaints internally through our own procedures. However, should we be unable to reach a satisfactory resolution, we utilize the services of the Dispute Resolution Ombudsman. In the unlikely event that you wish to refer a complaint to them, please contact 0117 456 6031 or visit their website at www.disputeresolutionombudsman.org.

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