Terms and Conditions - Empire Oven Cleaning

Everything You Need To Know Prior To Your Appointment

Key Points

Arrival Times

All appointments are based on AM or PM slots and are not guaranteed arrival times. See full information below.

Parking

We need to be able to park within eyesight of the property and cannot park in public car parks. Parking permits must be supplied by the customer. See full information below.

Cancellations

Any changes or cancellations must be made no later than 72 hours prior to your appointment slot. After this, the booking will be fully chargeable. See full information below.

Payments

All work must be paid for at the end of the job, either by cash or bank transfer prior to us leaving the property. See full information below.

Below are our terms and conditions and by accepting an appointment with us in whatever medium, you are agreeing to be bound by these terms in full.

As each appointment is different, there is no way for us to know exactly how long to allow at each customer’s home.
To help keep things running smoothly, we book using time slots rather than a specific arrival time. Whilst we
appreciate this may be a minor inconvenience, we have found it works better for us and our customers alike.
The time slots are explained below:

AM Slot (ARRIVING BETWEEN 9:00am & 12:00pm):

If you have booked an AM slot, we will arrive at any time between 9:00am and 12:00pm.

PM Slot (ARRIVING BETWEEN 12:00pm & 4:30pm):

If you have booked a PM slot, we will arrive at any time between 12:00pm and 4:30pm.

Please be aware that we will require enough time to complete each job once we arrive. Depending on the services booked,
we recommend allowing 1 to 3 hours for the full appointment, unless agreed in advance.

IMPORTANT NOTICE:
Although your confirmation email may state either 9:00am or 12:00pm, this is a limitation of our booking system and does not indicate the exact arrival time. We appreciate your understanding.

I must be able to park outside your property and within eyesight of the front door unless otherwise agreed prior to arrival.

Parking permits or fees must be provided by the customer if required. Failure to provide parking or parking permits/fees will result in your appointment being cancelled and full payment will be due. I am also unable to park in public car parks due to equipment used in my van.

In the unlikely event you need to cancel or make any changes to your appointment, these must be made via telephone on 01795 904805 or by emailing cleanme@empclean.co.uk no later than 72 hours prior to your appointment time slot (even when this falls over a weekend). Any cancellations after this point will incur the full charge for the appointment, and will need to be paid via bank transfer or cash only. No other forms of changes or cancellations will be accepted. To help avoid any unnecessary charges, a reminder message will be sent out 72 hours prior to your time slot. Should a late cancellation be made and the balance remain unpaid, it will incur a late fee of £40 in addition to the full booking cost and after 7 days, will be passed to a debt collection agency for collection. Any and all costs incurred by this action will be added to the outstanding balance owed by the customer.

Payment is due upon completion of your appointment and is to be made in cash or by bank transfer whilst I am still onsite. I am no longer able to accept card payments unless agreed in advance. Where the person booking will not be onsite during the appointment, full payment will be due prior to the appointment taking place (paid via bank transfer), unless the payment is left onsite for me to collect upon completion of the clean. Please note, I do not complete work on account for any customer without prior written confirmation from myself. Where an invoice remains unpaid at the end of an appointment, a late fee of £40 will be added and if the balance remains unpaid for 7 days, it will be passed to a debt collection agency for recovery and all costs will be added to the outstanding balance owed by the customer.

Appliance Conditions:

Ovens, hobs, extractors, and microwaves must be in working order.

All items must be fitted, and we must be able to heat the oven while ensuring that all items are in working condition.

Whats Included In The Clean:

The service involves disassembling certain components for a thorough and effective clean. This includes:

Removal of the oven door where possible.

Disassembly of the door glass where possible to clean between the layers.

Removal of the back plate and fan for degreasing.

Cleaning above grill elements where possible.

Placement of removable parts into a specialist heated tank in my van for emulsifying stubborn grease.

Booking Considerations:

Please ensure you have booked for the correct oven type. If you are unsure what type of oven you have, we are happy for you to supply a picture so we can clarify prior to your appointment. Should we arrive and you have booked the wrong size oven, we will either clean what you have already booked or discuss any additional costs prior to commencing work. This is the only time a quoted price will change after a booking has been made.

Pricing Details:

Hobs, extractors, and combi/free-standing microwaves are not included in your oven cleaning cost and are priced separately from the oven upon request.

BBQ Cleaning:

We are happy to clean BBQs at any time of the year. If we are cleaning out of the spring/summer season, depending on the weather, we may require the BBQ to be placed under cover (an awning or in your garage etc).

During a BBQ cleaning, it is hard not to make a mess and as such, we ask for it to be placed in an area that is not prone to marking or staining. This could be on your grass or on a groundsheet. We are happy to clean them wherever is convenient for you, however we accept no responsibility for any marks or stains caused during the cleaning process.

Please note, BBQ cleaning involves cleaning the cooking area (including original racks) and the outside of the BBQ only. This does not include any drawers or cupboards that it may be set into.

PLEASE NOTE: FOR ALL CLEANS WE WILL NEED ACCES TO RUNNING WATER AND ELECTRICITY

Carpet Condition:

Carpets must be in a cleanable condition, fitted down with grippers, and not rolling or coming away from the walls.

Advanced stain removal and heavy dirt must be discussed in advance and is not included in the price unless agreed in advance of our arrival.

Moving of Furniture:

We are unable to move furniture; should you wish to have carpets cleaned beneath furniture, please ensure you have cleared the area in advance of our arrival. I am unable to wait whilst furniture is moved unless agreed in advance, as this adds additional time to the appointment.

Pre-Vacuuming:

If you have not booked for the pre-vacuum, this must be carried out prior to our arrival.

Whats Included In The Clean:

Our carpet cleaning process includes some or all of the following steps depending on your cleaning needs:

Carpet inspection for stains and damage.

Thorough pre-vacuum if requested.

Application of pre-spray treatment across carpets, allowed to dwell.

Use of our CRB brush to break down soil if necessary.

Utilisation of our wet extraction machine to flush out remaining dirt from the carpet.

Stain Treatments:

Any stains, marks or smells you are trying to resolve must be brought to our attention at time of booking.

Whilst we will endeavour to remove these during the initial clean, sometimes they will require additional treatments. If this is the case, these treatments will be looked at and charged additionally to the clean itself.

With any stains or smells, although every effort will be made to remove them, we cannot guarantee they will be resolved, but any treatments carried out will be charged at the agreed rate irrespective of the results.

Drying Times:

A commonly asked question. Carpets can take anywhere from an hour to overnight to dry fully as there are many contributing factors to the amount of time it can take. Any drying times given are just estimates. Your carpets will be safe to walk on straight away, but will be damp to the touch for several hours. We recommend turning off your central heating and opening windows to allow air flow around the cleaned rooms. We also recommend not replacing any moved furniture that sits directly on the damp area either until the carpet is fully dry. We are happy to discuss best drying methods on the day prior to the clean.

PLEASE NOTE: FOR ALL CLEANS WE WILL NEED ACCES TO RUNNING WATER AND ELECTRICITY

As every repair is unique to you, I ask that all carpet repairs are discussed over the phone prior to booking on 01795 904805. I will need to assess the damage and make sure you have what is needed in order to carry out the correct repair for you. If an appointment is agreed with yourself and we attend the property but are unable to carry out the repair for any reason outside of our control, the appointment will still be fully chargeable. Most repairs will require a patch replacing the damaged area. Whilst you may not always be able to see where a carpet has been patched, this service is classed as betterment and not an invisible repair. To carry out a patch repair, I will require a piece of donor carpet to be supplied by you. This can be from an off-cut you have left over, or it can be taken from an inconspicuous area like a cupboard or from under furniture that you do not move around. Without this, I will be unable to help and the appointment will still be fully chargeable.

All exterior cleaning is different from home to home. As such, all exterior appointments whether it be a patio or driveway clean, render cleaning, gutter clearing and cleaning, right up to a full roof clean, in most cases, I always prefer to arrange an onsite visit to discuss your requirements in full before arranging a quote.

In saying this, below are the key points we will need to confirm for any exterior cleaning to take place.

Access To An Outside Water and Power Supply:

I will need to be able to have access to an outside tap for most exterior cleans and power supply for gutter clearing.

Drainage:

I will discuss any drainage issues with you prior to any quote for any exterior cleaning, as poor drainage can add a lot of time to any job if water movers need to be used to combat any pooling issues. It is also a good idea to point out if you suffer with any water ingress during heavy rains as well, so we can try and avoid any areas this may be an issue in prior to starting any clean.

Render Cleaning:

Prior to any render cleaning being carried out, I will generally perform a patch test to make sure there will be no issues with any chemicals used during the soft washing treatment. At this point as well, I will point out where there is any obvious signs of flaked paint or blown render, as this may be an issues whilst cleaning.

Roof Cleaning:

Where possible, all roof cleaning quotes will have a drone inspection prior to quoting to assess any obvious damage (i.e slipped, broken or missing tiles). Whilst every care will be taken during cleaning, the customer will indemnify Empire Oven, Carpet & Exterior Cleaning Services from any damage to any tiles unless damage occurs through direct negligence of the technician. Although the cleaning of a roof will not cause any new damage to your roof tiles, it is possible that it may highlight existing issues that are hidden by the existing detritus. The customer agrees to indemnify Empire Oven, Carpet & Exterior Cleaning Services against all such issues should they arise.

Access:

With all exterior cleaning, we must have unfettered access to the front and the back (if required) for transporting all needed equipment to the areas to be cleaned. This can include all equipment from hoses, to the portable scaffold required for roof cleaning (at no point will I ever climb on your roof during any cleaning process). This access will be discussed prior to agreeing a booking, but if anything changes between booking and the work starting and we are unable to gain the needed access, the work will be cancelled and the full balance will become due.

We always aim to give you a service you’ll be really happy with, and we truly hope you’ll love the results. But we’re only human, and in the unlikely event that something isn’t quite right, we just ask that you let us know within 24 hours. That way, we can put it right for you as quickly as possible. Any issues raised after this point will be dealt with at the owners discretion.