1. Introduction

1.1. These Terms and Conditions govern all oven, carpet and exterior cleaning services provided by Emperor Oven, Carpet & Exterior Cleaning Services (“we”, “us”, “our”) to any individual or business customer (“you”, “your”).

1.2. By booking a service with us, whether via our website, telephone, email, social media or any other channel, you agree to be bound by these Terms and Conditions.

1.3. We operate as a family‑run cleaning business serving customers across Essex and Kent.

2. Definitions

2.1. “Services” means any oven cleaning, carpet cleaning, carpet repair, or exterior cleaning service we agree to provide.

2.2. “Premises” means the property or location where the Services are to be carried out.

2.3. “Booking” means a confirmed appointment for Services, whether agreed in writing, by phone or electronically.

2.4. “Technician” means our employee, contractor or representative who performs the Services.

3. Services and scope of work

3.1. We will provide the Services with reasonable care and skill and in accordance with industry standards for domestic and light commercial cleaning.

3.2. The exact scope of the Services (areas, items and level of cleaning) will be agreed at the time of Booking, based on the information you provide and, where applicable, a pre‑service inspection.

3.3. Our Services are cleaning and restoration services only; they do not include general handyman work, electrical work, plumbing, appliance repairs or other trades unless expressly agreed in writing.

3.4. We reserve the right to decline or discontinue a job if, in our reasonable opinion, it would be unsafe, unlawful, or likely to cause damage to the Premises or our equipment.

4. Quotations, pricing and changes

4.1. Quotations are usually provided free of charge and without obligation, based on the description of the items, sizes and condition you supply or any photos/inspection where applicable.

4.2. All quotations are estimates only until we have inspected the Premises and items on arrival. We reserve the right to amend the price if:

• The condition or size of items is substantially different from that described.
• Additional items or areas are requested.
• Access, parking or utilities materially affect the time and effort required.

4.3. Any change in price will be discussed with you before work commences or continues. If you do not agree to the revised price, we may cancel the Booking and no further work will be carried out.

4.4. Unless otherwise stated, all prices are in pounds sterling and inclusive/exclusive of VAT depending on our current VAT registration status. You are responsible for any applicable taxes.

5. Bookings, access and your responsibilities

5.1. Bookings can be made via our website contact form, phone, email or social media channels.

5.2. You must ensure that:

• An adult (18+) is present at the Premises for the duration of the visit, or alternative arrangements are agreed in advance.
• Our Technicians have safe, unimpeded access to the Premises and all areas/items to be cleaned.
• There is adequate lighting, running hot and cold water, and electricity available throughout the visit.

5.3. You are responsible for moving fragile items, valuables and personal belongings from areas to be cleaned, unless we expressly agree to move them. We accept no liability for damage to items left in cleaning areas that should reasonably have been removed.

5.4. For carpet cleaning and repair, you are responsible for moving small furniture and breakables. Larger items (e.g. wardrobes, heavy sofas) may be left in place and cleaned around, unless otherwise agreed.

6. Parking and access charges

6.1. Where parking is not freely available at or near the Premises, you must arrange suitable parking or reimburse us for any reasonable parking fees or permits incurred.

6.2. Any congestion charges, tolls or similar access fees directly related to reaching your Premises may be added to your invoice.

7. Health, safety and condition of items

7.1. You must inform us in advance of any known hazards at the Premises, including but not limited to: faulty electrics, gas or appliance issues, damaged flooring, loose tiles, asbestos risks, or aggressive pets.

7.2. All appliances and installations must be in safe, working order. We are not responsible for pre‑existing faults or damage to ovens, carpets or exterior surfaces that become more apparent during cleaning (e.g. worn enamel, discoloured grout, loose carpet seams).

7.3. Some stains, odours, burns, dyes, heavy soiling and pre‑existing wear cannot be completely removed by cleaning, and we make no guarantee of full stain or odour removal.

7.4. For carpet repairs, we will use appropriate techniques to achieve the best possible visual result, but minor colour or texture variations may remain, especially where donor carpet is taken from different areas.

8. Payment terms

8.1. Unless otherwise agreed in writing, payment is due immediately on completion of the Services at the Premises.

8.2. We accept payment by cash, bank transfer and/or other methods notified to you at the time of Booking.

8.3. For some Services, particularly larger jobs or commercial work, we may require a deposit or full pre‑payment to secure the Booking. Any such requirement will be communicated in advance.

8.4. If payment is not made when due, we reserve the right to:

• Charge reasonable late payment interest and recovery costs in accordance with applicable UK law.
• Withhold further Services until outstanding balances are settled.

9. Cancellations, rescheduling and missed appointments

9.1. You may cancel or reschedule a Booking by giving us at least 48 hours’ notice before the scheduled appointment time.

9.2. If you cancel or reschedule with less than 48 hours’ notice, we reserve the right to charge a cancellation fee of up to 50% of the quoted price, to cover our lost time and costs.

9.3. If our Technician attends the Premises and cannot gain access, or the job cannot proceed for reasons within your control (e.g. no one present, no power/water, unsafe conditions), we may charge up to the full quoted price.

9.4. We may cancel or reschedule a Booking at any time due to reasons beyond our control, including but not limited to staff sickness, vehicle breakdown, severe weather, or safety concerns. In such cases, we will offer a new appointment time, but we will not be liable for any resulting losses.

10. Satisfaction, complaints and re‑cleaning

10.1. Your satisfaction is important to us. If you are not satisfied with the Services, you must notify us as soon as reasonably possible and in any event within 24 hours of completion.

10.2. We may ask for photos or to revisit the Premises to inspect the work. If we agree that the Services were not carried out with reasonable care and skill, we will arrange a re‑clean of the affected areas at no additional cost.

10.3. We are not obliged to provide a re‑clean or refund where:

• The complaint is made more than 24 hours after completion.
• The Premises or items have since been used, further soiled, or altered.
• The outcome relates to permanent staining, wear or damage that cannot be resolved by cleaning.

11. Damage and liability

11.1. We hold appropriate insurance for the Services we provide. Details are available on request.

11.2. If we cause damage to your property due to our negligence, you must notify us within 24 hours of becoming aware of the damage and allow us a reasonable opportunity to inspect and remedy it.

11.3. Where damage is accepted as our responsibility, we will choose at our discretion to:

• Repair the item; or
• Replace the item; or
• Compensate you up to the item’s current value, taking into account age, condition and fair wear and tear.

11.4. We are not liable for:

• Pre‑existing damage, defects, wear or discolouration.
• Damage arising from faulty or unsafe appliances, fixtures, fittings or materials.
• Any indirect, consequential or purely economic loss (such as loss of profit, loss of business or loss of opportunity).

11.5. Our total liability to you in respect of any claim arising out of or in connection with the Services shall not exceed the total amount paid or payable by you for the specific Booking to which the claim relates, except where such limitation is not permitted by law.

12. Carpets, fabrics and exterior surfaces

12.1. We will test, where reasonably practicable, cleaning solutions on a small inconspicuous area before full application, but you accept that certain fibres, dyes or surfaces may react unpredictably.

12.2. Shrinkage, colour change or damage may occur where carpets or fabrics are poorly fitted, previously cleaned incorrectly, or inherently unstable, and we do not accept liability for such issues unless caused by our proven negligence.

12.3. For exterior cleaning (e.g. driveways, patios, exterior surfaces), some stains, organic growth or weathering may not be fully removable. You accept that results will be limited by the age and condition of the surface.

13. Guarantees

13.1. Any specific guarantees or promotions we advertise from time to time (for example, satisfaction guarantees on certain Services) will apply only on the terms clearly stated in that promotion and subject to these Terms and Conditions.

13.2. No guarantee covers permanent stains, burns, dye transfer, heavy wear, or odours embedded in underlays, padding, or building structures.

14. Privacy and data protection

14.1. We will collect and process personal data such as your name, contact details, address and Booking information solely for the purpose of providing and managing the Services, handling payments, and communicating with you.

14.2. We may store your details securely to manage repeat bookings, warranty issues and service history.

14.3. We will not sell or share your personal data with third parties for marketing purposes. We may share data with service providers (e.g. payment processors, software systems) where necessary to deliver our Services, subject to appropriate safeguards.

14.4. You have rights under UK data protection law, including the right to access, correct or request deletion of your personal data, subject to legal obligations.

15. Complaints and dispute resolution

15.1. If you wish to make a complaint, please contact us using the details on our website and provide your name, address, contact details, Booking date and a clear description of your concern.

15.2. We will aim to acknowledge your complaint promptly and to respond within a reasonable timeframe with our findings and any proposed resolution.

15.3. These Terms and any dispute arising in connection with them shall be governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the courts of England and Wales.

16. Amendments to these Terms

16.1. We may update or amend these Terms and Conditions from time to time.

16.2. The version in force at the time of your Booking will apply to that Booking. We recommend that you review the latest Terms and Conditions available on our website before making a Booking.

17. General

17.1. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17.2. No failure or delay by us in exercising any right or remedy under these Terms shall operate as a waiver of that or any other right or remedy.

17.3. You may not assign or transfer your rights or obligations under these Terms without our prior written consent.