By booking an appointment with Joe’s Oven Cleaning, you agree to the following terms and conditions. Booking appointments All appointments must be arranged directly through our main office to ensure your booking is recorded correctly. Cancellations and changes Please give at least 48 hours’ notice if you need to cancel or change your appointment. If less notice is provided, we reserve the right to charge £40 for the appointment time reserved for you. Parking Customers are responsible for providing legal parking at the property. We can use driveways or suitable off-road parking. Any parking charges we incur will be added to your final invoice. If your property is in a permit-only area, you must provide a valid parking permit when we arrive. If there are no parking restrictions but no spaces are available on arrival, we will happily rearrange your appointment at no extra charge. However, a minimum call-out fee will apply if incorrect parking information has been provided or a required permit is unavailable. We will never park illegally or dangerously. This includes parking on single or double yellow lines, in loading bays, on pavements, or on private property without permission. Attendance and property access A responsible adult aged 18 or over must remain at the property throughout the appointment. We do not work unattended in occupied properties and reserve the right to stop work or refuse service if the person responsible leaves. The only exception is a fully vacated property, such as an end-of-tenancy or move-out clean, where the property is completely unoccupied and unfurnished. In these cases, access arrangements and responsibility for securing the property must be agreed in writing before the appointment. Safe working conditions and conduct We are committed to maintaining a safe and respectful working environment. Our cleaning operative may leave the property and refuse to continue if the working area is unsafe or if they experience verbal or physical abuse. In these circumstances, the appointment will be cancelled and a full call-out fee will be charged to cover time and travel. Appliance condition and existing faults All appliances must be in full working order before we arrive. When booking, you must tell us about any known faults, damaged parts or operating problems, including broken hinges, electrical faults or heating elements that do not work. This allows us to assess whether the cleaning can go ahead. We reserve the right to decline work on faulty appliances. If an undisclosed existing fault prevents us from carrying out the cleaning when we arrive, a call-out fee may apply to cover travel time and costs. Our operative will bring any issues they notice to your attention. We accept no responsibility for problems resulting from general wear and tear. Water and sink access We require access to running water and an empty kitchen sink to carry out the cleaning. Please ensure the sink is clear of dishes and the surrounding area is accessible when we arrive. Safety during cleaning Our cleaning process involves specialist chemicals and sharp tools. Customers, children and pets must stay clear of the work area throughout the service. We cannot accept responsibility for injuries caused to anyone who enters the work area or interferes with our equipment or materials while cleaning is underway. Payment Payment is due immediately after the service is completed. We accept all major payment methods, including cards and cash. Our card terminals depend on a mobile signal, so please have an alternative payment method available, such as cash or bank transfer. Card payments may incur an administration fee of £3–£5 to cover mobile processing and terminal hire. Invoices and receipts We will provide a handwritten receipt at the property once payment has been received. An official electronic receipt will also be sent to your nominated email address within 24 hours of completion. Satisfaction guarantee Please inspect the completed work before our operative leaves. If anything needs further attention, let them know immediately so it can be addressed during the appointment. If you are not present during the service, any concerns must be reported to our office within 24 hours. Dissatisfaction and damage claims Any concerns about the cleaning or claims relating to breakages must be reported within 24 hours of the service. Except in exceptional circumstances, we cannot accept liability for issues reported after this period. We will still try to help resolve concerns raised later, but any associated costs incurred after the seven-day window may be your responsibility. Complaints The service will be considered satisfactory unless we receive a written complaint by email, text message or post within 24 hours of completion. We will investigate complaints promptly and work towards a fair resolution. You must give Joe’s Oven Cleaning the opportunity to return and re-clean any disputed areas before cleaning them yourself or asking another company to do so. If we are not given this opportunity, our guarantee will no longer apply and the matter will be considered settled. Claims, repairs and replacements We hold public liability insurance covering accidental damage. Our guarantee is limited to correcting issues reported within 24 hours of the service. We may require access to the property within 72 hours of your report to put the issue right. Requests for refunds or price adjustments must be made in writing and are considered at our discretion. Customers agree not to initiate a chargeback or stop payment unless we fail to honour our re-cleaning guarantee. Although we take every precaution, accidents can happen. Where a replacement is needed, we will aim to provide an identical item, but cannot guarantee that one will be available. Please put away irreplaceable items and anything of particular sentimental value before we arrive. If we cause damage, we will pay for a repair. If repair is not possible, we will credit the item’s current actual cash value towards a replacement, provided the original cleaning service has been paid for in full. We are not responsible for damage resulting from faulty or incorrect appliance installation, or for damage to surfaces such as stone or granite that were not properly sealed before cleaning. Any attempted insurance fraud will be pursued to the fullest extent of the law. You must be present for any re-cleaning appointment. We reserve the right to limit return visits to one per job. Limits of liability Joe’s Oven Cleaning is not responsible for service delays or losses caused by circumstances beyond our reasonable control. These include the following: External circumstances: Events such as natural disasters, extreme weather, or the unavailability of essential utilities, including water, electricity or adequate lighting. Arrival delays: We aim to arrive on time, but cannot accept liability for delays caused by traffic or vehicle problems. Significant delays may require us to rearrange your appointment. Existing damage and marks: We are not responsible for permanent stains, burns or structural damage that existed before cleaning, or marks that cannot be removed using standard industry cleaning methods. Interference: We accept no liability for problems arising from customers or third parties entering the work area or using appliances during or immediately after the service. Minor damage: Claims for damage valued at £100 or less are generally not accepted, although we may consider them as a gesture of goodwill at our discretion. Ventilation and heating: We are not responsible for lingering odours caused by insufficient heating or ventilation at the property. Call recording Telephone calls may be recorded for quality control and record-keeping. Dispute resolution We aim to resolve complaints through our internal complaints procedure. If we cannot reach a satisfactory resolution, we use the services of the Dispute Resolution Ombudsman. To refer a complaint, call 0117 456 6031 or visit www.disputeresolutionombudsman.org. © 2026 Joe’s Oven Cleaning