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Terms and Conditions

Please read our full terms and conditions below prior to your appointment. Everything you need to know, should be answered below. However, if the answers you are looking for are not covered, please feel free to click the call now button and we will be glad to help.

Terms and Conditions

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.

Appointment Arrival Information:

As there is no way to precisely determine the duration of each appointment, our scheduling operates on arrival time slots rather than specific times. Please take note of the following:

  1. AM Slot (ARRIVING BETWEEN 9:00am & 1:00pm):
    • If you have booked an AM slot, our team will arrive at any time between 9:00am and 1:00pm.
  2. PM Slot (ARRIVING BETWEEN 1:00pm & 4:30pm):
    • If you have booked a PM slot, our team will arrive at any time between 1:00pm 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 entire appointment unless agreed in advance.

IMPORTANT NOTICE: Although your confirmation email may state either 9:30am or 1PM, this is a limitation of our booking system and does not indicate the exact arrival time. We appreciate your understanding.

General Appointment Information:

  • We must be able to park outside your property within eyesight of the front door.
  • Parking permits or fees must be provided by the customer when required. Failure to provide parking or parking permits/fees will result in your appointment being cancelled and full payment will be due.
  • We are also unable to park in public car parks
  • Access to running water and electricity is required.

Cancellations & Changes:

  • Cancellations within 48 hours of the appointment time will be fully chargeable and must be made via telephone on 0800 999 1037 or by emailing info@emperorovencleaning.co.uk. No other forms of cancellation will be accepted.
  • Any changes to your appointment must be made no later than 48 hours prior to your appointment time and made the same way as above. Any changes made after this will still be fully chargeable.

Payment Options:

  • Payment is due no later than the end of the appointment and is to be made in cash. We are no longer able to accept card payments.
  • The only alternative to the above is as following. If we are cleaning a property and the person booking is unable to be onsite (i.e a landlord booking for a tenant, where the Landlord is paying the bill), the payment can be made via bank transfer, but must be completed prior to the start of the appointment. Any failure to as guided, will result in the appointment being cancelled and full payment will be due immediately.
  • Non payment for any apointment (or late cancellation fees) will be passed to an agent for collection. Should this need to happen, this will incur additional costs for the customer.

Oven & BBQ Cleaning:

  1. Deep Cleaning Process:
    • During your oven cleaning appointment, our 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 on our van for emulsifying stubborn grease.
  2. 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.
  3. Booking Considerations:
    • Please ensure you have booked for the correct oven type.
  4. Pricing Details:
    • Hobs, extractors, and combi/free standing microwaves are priced separately from the oven.

BBQ Cleaning:

We are happy to clean BBQ’s at any time of the year. If we are cleaning out of the spring/summer season, dependant 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 responsibilty for any marks or stains caused during the cleaning process.

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

Carpet Cleaning:

  • 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.
  • 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.
  • If you have not booked for the pre-vacuum, this must be carried out prior to our arrival.
  • 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.
    • Utilization of our wet extraction machine to flush out remaining dirt from the carpet.
    • Recommendation to open windows for gentle airflow during the drying process.

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.

Carpet Repairs:

For all carpet repairs, you must speak to us first prior to booking on 0800 999 1037. We need to assess the damage and make sure you have what we need 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.

More often than not, most repairs will end up with 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 invisble repair.

To carry out a patch repair, we will require a piece of donor carpet to be supplied by you. This can be from an offcut 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, we are unable to help and any appointments made without confirming spare carpet will be cancelled.

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