1. DEFINITIONS

In these Terms & Conditions: “TOCW” refers to The Oven Cleaner Worcestershire, our trading name. ”Customer” is the individual or organisation who makes a booking with TOCW ”Booking” means the agreement to use one of our services on one particular occasion, either verbally or in writing. ”Oven Cleaning” describes any oven cleaning service provided by TOCW, including single, double or range oven cleaning, microwave and combination oven cleaning, hob and extractor fan cleaning. ”Appliance” refers to any electric, gas or oil-powered single, double, range oven, microwave and combination oven, hob and extractor fan.

2. BOOKINGS

All bookings for oven cleaning are made on these Terms & Conditions only to the exclusion of any other Terms & Conditions, whether written or oral. No alternative to the Terms & Conditions is valid unless contained in a letter signed on behalf of TOCW by an authorised signatory.

3. PRICING & PAYMENT TERMS

3a. Price Changes and VAT – All prices are subject to change. VAT is not added to the price TOCW quotes the customer. We are not VAT registered and therefore do not charge VAT. Prices are quoted on the information given by the customer at the time of the booking and can change if, on arrival with the customer, the service is different from the one discussed.

3b. Payment method – Oven cleaning customers may pay by Sterling cash, cheque or BACS credit payment; customers making payment by BACS should complete the transaction on the day of your clean, unless previously agreed otherwise.

4. CANCELLATION, RESCHEDULING AND THE NON DELIVERY OF SERVICES

4a. Customer Cancellation – Where a booking is cancelled and not rescheduled within 48 hours of the appointment time, there is a fee payable of 50% of the booked work value. Where a booking is cancelled and not rescheduled within 36 hours of the appointment time, there is a fee payable of 75% of the booked work value. Where a booking is cancelled and not rescheduled within 24 hours of the appointment time, there is a fee payable of 100% of the booked work value.

4b. Customer Non-Attendance – Where a customer has agreed to a booking with TOCW and fails to be in attendance, or fails to provide access to the property, TOCW will only wait 15 minutes within the agreed booking time slot, unless the customer has contacted TOCW prior to the booking to advise of any delay. Where a customer fails to attend the agreed booking, there is a fee payable of 100% of the booked work value.

4c. Customer Rescheduling – Where a booking is rescheduled and we have received at least 48 hours’ notice, there is no fee payable. Where a booking is rescheduled within 36 hours of the appointment time, there is a fee payable of 25% of the booked work value.Where a booking is rescheduled within 24 hours of the appointment time, there is a fee payable of 50% of the booked work value.

4d. Non-Attendance – TOCW will not be liable for any delay to or cancellation of the booking caused by circumstances beyond our control (including but not limited to fire, flood, strike, exceptional traffic circumstances, lack of adequate power or breakage or failure of machinery or apparatus). In such circumstances TOCW will use its best endeavours to arrange an alternative booking suitable to both parties for the performance of its services. Where TOCW fails to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative time and in no event shall TOCW be liable for any other losses including loss of profit or consequential loss.

4e. Consumer Protection (Distance Selling) Regulations 2000 – Where a booking constitutes a distance contract pursuant to the Consumer Protection (Distance Selling) Regulations 2000, you will have the right to cancel the contract within 7 days of the formation of the contract, but you will not have the right to cancel the contract where the performance of the oven clean has commenced.

4f. Failure to pay Cancellation, Rescheduling or Non-Attendance Fees – Any fee should be paid to TOCW within 7 days via payment details provided. Failure to make payment will result in interest being charged at 3% above the prevailing base rate of the Bank of England, and your information being passed on to a Third Party debt collection agency that has the right to add an extra fee to cover their costs.

5. WORKING CONDITIONS

In order to protect TOCW staff, they are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason, but are instructed to withdraw from the premises and to report the problem to the customer. In this event, the customer will be charged 100% of the booked work value. If the oven clean is rescheduled (after the environment has been rendered safe), the customer will be charged a fee equivalent to 50% of the cost of the booked work value. Any and all, electric, gas or oil supply must be in full working order and the appliance must be in fully working condition to allow us to clean. TOCW staff will also require a hot and cold water supply to allow us to complete the oven clean. Failure in TOCW staff not being able to complete the clean due to any of these factors may result in a fee.

6. USE OF CUSTOMERS’ EQUIPMENT

TOCW staff are strictly instructed not to use any of your personal equipment while in your home. TOCW staff will ask to use your water supply to complete the oven clean. If you agree to permit staff members to use any of your personal equipment or telephone, TOCW will not be liable for any costs that occur.

7. LIABILITY

7a. Key Holding – TOCW undertakes to provide absolute security for your keys at all times. In the unlikely event of any keys being lost by TOCW, we will make appropriate arrangements as soon as reasonably possible.

7b. Liability for death or personal injury – Nothing in this contract shall limit or exclude TOCW liability for death or personal injury caused by negligence.

8. COMPLAINTS

In the event of you being dissatisfied with the service you have received from TOCW, you should contact the TOCW team within 48 hours. TOCW will endeavour to ensure that all your concerns and complaints are resolved quickly and amicably with us. TOCW will not be liable for any additional costs that may be imposed by a third party.

9. COMPENSATION

9a. Damage to or Loss of Property – In the event of damage or loss as a result of negligence, the liability of TOCW shall be limited (at TOCW discretion) to repair or the replacement cost of the item, taking into account its age and condition. TOCW shall not in any event be liable for any loss of profit or consequential loss.

9b. Claiming Compensation – Any claim for compensation must be notified to TOCW as soon as possible and in any event within 4 days of the damage occurring.

10. USE OF CUSTOMER DATA (GDPR)

TOCW will not sell or otherwise share customer data with any third party save where required for audit and taxation purposes. The information you give will be held and used by TOCW to perform the business for which we are registered. This may include sending you periodic re-clean reminder notices, or details of TOCW services that may be of interest to you. If you wish NOT to be contacted about offers please contact TOCW and we will take you off our mailing list.