Terms of service — Bespoke Oven Cleaning

Terms of Service – Bespoke Oven Cleaning Ltd Last updated: 7 September 2026 These terms apply when you book a cleaning service with Bespoke Oven Cleaning Ltd. Please read them before confirming your booking. 1. About us Bespoke Oven Cleaning Ltd 5 Ducketts Wharf South Street Bishop’s Stortford Herts CM23 3AR Email: info@bespokeovencleaning.co.uk Telephone: 01329 729099 Website: https://bespokeovencleaning.co.uk 2. Making a booking Bookings can be made through our online booking system or by contacting us directly. We require a minimum of 24 hours’ notice for online bookings. Same-day appointments may occasionally be available by contacting us directly but cannot be guaranteed. Your booking is confirmed when you receive confirmation from us by email, text message or through the booking system. Please ensure that all information you provide is accurate, including the appliance type, address and contact details. If the appliance differs from the service booked, we may need to adjust the price or appointment duration. We will explain any change before starting the work. 3. Prices and payment The price displayed or quoted is based on the information provided when booking. Additional charges may apply for unusually large appliances, additional compartments, excessive build-up or services not included in the original booking. We will discuss and agree any additional cost with you before carrying out the extra work. Payment is due when stated during the booking process and must normally be made no later than completion of the service. We accept the payment methods shown on our booking system. 4. Cancellations and rescheduling You may cancel or rearrange your appointment by contacting us. Please provide at least 24 hours’ notice if you need to cancel or rearrange. Where less than 24 hours’ notice is given, we may charge a reasonable cancellation fee to cover losses we cannot reasonably recover, such as reserved working time and travel costs. Any cancellation charge will be fair and proportionate. We will take reasonable steps to reduce our loss, including trying to rebook the appointment. If we need to cancel or rearrange your appointment, we will contact you as soon as reasonably possible and offer another appointment. Any amount already paid for a service we cannot provide will be refunded. Nothing in this section affects your statutory cancellation rights. 5. Online and telephone bookings If you book online or by telephone, you will normally have a legal right to cancel the contract within 14 days without giving a reason. If you ask us to provide the service during this 14-day period, you are expressly requesting that the work begins before the cancellation period has ended. If you cancel after work has started, you may be required to pay a reasonable amount for the service already provided. Once the service has been completed, you will lose the right to cancel if you expressly requested early performance and acknowledged that the right would be lost on completion. These rights do not affect your other statutory consumer rights. 6. Customer responsibilities Before we arrive, you must: Make sure an adult aged 18 or over is present or that safe access has been agreed Provide safe access to the property and appliance Remove personal belongings and loose items from the appliance Ensure the appliance is switched off and cool enough to work on Provide access to electricity and water where reasonably required Keep children and pets away from the working area Tell us about any known faults, damage, loose fittings or previous repairs Provide any relevant parking or access information BBQs must be completely cool before cleaning. Gas supplies must be safely switched off or disconnected by the customer where appropriate. We may refuse or stop work if the appliance or working area is unsafe. If the unsafe condition was not disclosed before the visit, a reasonable call-out charge may apply. 7. What the cleaning service includes The exact work included depends on the service selected when booking. We clean accessible components and may remove doors, glass, racks, trays and other removable parts when it is safe and appropriate to do so. Components will only be removed where they are designed to be removed, can be safely accessed and are not seized, damaged or at risk of breaking. We do not carry out electrical, mechanical or gas repairs, servicing or safety certification. 8. Cleaning results We will provide the service with reasonable care and skill. Although we aim to achieve the best possible result, we cannot guarantee that every appliance will be restored to an “as new” condition. Some permanent staining, discolouration, corrosion, rust, carbon deposits, scratches or damage may remain. Results depend on the appliance’s age, condition, materials, previous cleaning methods and level of build-up. Catalytic, self-cleaning, painted, aluminium and other delicate surfaces will only be cleaned using methods we consider appropriate. Some areas may not be cleaned if doing so could cause damage. 9. Existing damage and appliance faults We are not responsible for pre-existing damage, wear, corrosion, loose components, faulty seals, blown bulbs, defective elements or electrical and mechanical faults that were not caused by our failure to use reasonable care and skill. We may photograph existing damage or the condition of an appliance before starting work. Photographs will be handled in accordance with our Privacy Notice and will not be used for advertising without permission. If we believe that cleaning or dismantling a component could cause damage, we may leave that component in place and explain why. 10. Access and missed appointments If we cannot gain access at the agreed time, cannot contact you or cannot safely carry out the service, the appointment may be treated as a late cancellation. We may charge a reasonable amount reflecting the costs and losses caused by the missed appointment. 11. Arrival times Appointment times are estimates and may be affected by traffic, weather or an earlier job taking longer than expected. We will make reasonable efforts to arrive on time and will contact you if we expect a significant delay. 12. Problems with the service If you are unhappy with any part of the service, please tell the cleaner before they leave where possible. Alternatively, contact us as soon as reasonably possible using the details above. Providing photographs may help us investigate the issue. Where appropriate, we may inspect the appliance and repeat the affected part of the service. This does not limit your statutory rights. 13. Liability We are responsible for loss or damage that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, is caused by inaccurate information supplied by you or results from an existing appliance fault or unsafe condition. We provide domestic services for private use. We are not responsible for business losses unless we expressly agreed to provide the service for business purposes. Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or your statutory consumer rights. 14. Personal information We process personal information in accordance with our Privacy Notice, which is available through our website and booking system. 15. Events outside our control We are not responsible for delays or failure to provide a service caused by circumstances outside our reasonable control, including severe weather, vehicle breakdown, illness, road closures or emergencies. We will contact you as soon as reasonably possible and arrange a new appointment or refund any service we cannot provide. 16. Changes to these terms We may update these terms occasionally. The terms that apply to your booking will be those available when the booking is confirmed, unless a change is required by law. 17. Governing law These terms are governed by the laws of England and Wales. If you live elsewhere in the United Kingdom, you may also have the benefit of any mandatory protections and may bring proceedings in the courts where you live. 18. Acceptance By confirming a booking, you confirm that you have read and accepted these Terms of Service and our Privacy Notice.

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