Terms and Conditions of Service

Effective date: 29 July 2026
Last reviewed: 29 July 2026

1. About these Terms and Conditions

These Terms and Conditions govern the oven-cleaning and related services provided by Pristine Oven Cleaning Liverpool.

Please read them carefully before making a booking. By confirming a booking, you agree to these Terms and Conditions.

Nothing in these Terms and Conditions limits or excludes any statutory rights that cannot lawfully be limited or excluded.

2. About us

Our business details are:

Pristine Oven Cleaning Liverpool
23 Bellefield Avenue
Liverpool
L12 1LR

Email: info@pristineovencleaningliverpool.co.uk

You can also contact us through our contact page.

3. Definitions

In these Terms and Conditions:

• “we”, “us” and “our” mean Pristine Oven Cleaning Liverpool;
• “you” and “your” mean the person or organisation making the booking;
• “customer” means the person receiving or purchasing the services;
• “services” means the oven-cleaning or related cleaning work confirmed in the booking;
• “appliance” includes an oven, cooker, range cooker, AGA, hob, extractor hood, microwave or other item we have agreed to clean; and
• “booking confirmation” means the written confirmation of the services, appointment and agreed price sent by us.

4. Making a booking

You may request a booking through the website, by email or through another communication method made available by us.

A booking request does not automatically create a contract. A contract is formed when we accept the request and provide confirmation of the appointment, services and price.

You are responsible for ensuring that the information provided during the booking process is complete and accurate. This includes information about:

• the type and size of the appliance;
• the number of ovens or compartments;
• additional items such as hobs, extractors, trays or splashbacks;
• the condition and level of soiling;
• the service address;
• access and parking arrangements;
• known appliance faults or damage; and
• any circumstances that could affect the safe delivery of the services.

If the information supplied is materially inaccurate or incomplete, we may need to revise the scope, price or duration of the work. We will explain any proposed change and obtain your agreement before carrying out additional chargeable work.

5. Quotations and prices

Prices may be provided as a fixed quotation or an estimate based on the information available at the time.

Unless clearly stated otherwise, a quoted price applies only to the appliances, components and additional services included in the booking confirmation.

A quotation may need to be revised if:

• the appliance differs from the description provided;
• additional appliances or components are presented for cleaning;
• the appliance is exceptionally or unusually soiled;
• access is substantially more difficult than reasonably expected;
• specialist treatment is requested or required; or
• other circumstances materially change the agreed work.

We will not carry out additional chargeable work without explaining the change and receiving your agreement.

Any unavoidable parking, access or congestion-related charge will be explained and agreed before it is added to the price.

6. What the service includes

The services will be limited to the work described in the booking confirmation.

Depending on the service booked and the design of the appliance, oven cleaning may include:

• cleaning accessible internal oven surfaces;
• removing and cleaning suitable racks and removable components;
• cleaning accessible door glass;
• cleaning control areas and accessible exterior surfaces;
• removing grease, food residue and carbon deposits where reasonably possible; and
• reassembling removable components after cleaning.

Hobs, extractor hoods, trays, grill pans, splashbacks, microwaves and other appliances or components are included only where they form part of the confirmed booking.

7. Cleaning methods and component removal

We will select cleaning methods and products that we consider reasonably suitable for the appliance, its materials and its condition.

Components will only be removed where:

• they are designed to be removed;
• removal can be performed safely;
• access does not require specialist repair work;
• removal is consistent with available manufacturer guidance; and
• we reasonably believe that removal will not create a material risk of damage.

We may decline to remove doors, panels, glass, seals, heating elements, electrical components, gas components or other parts where removal would be unsafe, inappropriate or likely to cause damage.

Cleaning between door-glass panels is not guaranteed. It will only be attempted where the appliance is designed to permit safe access and the work forms part of the agreed service.

8. Appliance condition and pre-existing damage

You must tell us before work begins about any known fault, weakness or damage affecting the appliance.

This may include:

• cracked, chipped or loose glass;
• damaged enamel or catalytic liners;
• loose handles, hinges, knobs or panels;
• damaged seals;
• electrical or ignition faults;
• faulty displays, lights or controls;
• corrosion, rust, pitting or discolouration;
• previous repairs or modifications;
• missing fixings or components; and
• any part that does not operate normally.

Where reasonably practical, we may visually inspect the appliance before cleaning and raise visible concerns with you.

Cleaning can reveal damage, corrosion, staining or deterioration that was previously concealed by grease or residue. The discovery of pre-existing damage does not mean that the cleaning process caused it.

We may photograph visible pre-existing damage for service-record and dispute-resolution purposes. Photographs will be handled in accordance with our Privacy Policy.

9. Results and cleaning limitations

We will perform the services with reasonable care and skill. However, professional cleaning cannot guarantee that every appliance will be restored to an “as new” condition.

The final result may be affected by:

• the age and condition of the appliance;
• permanent staining or discolouration;
• burnt or carbonised residue;
• corrosion, rust or pitting;
• damaged or worn enamel;
• damage caused by previous cleaning products or tools;
• inaccessible areas;
• manufacturer restrictions;
• non-removable components;
• failed seals or door mechanisms; and
• existing electrical, gas or mechanical faults.

We do not provide appliance repair, electrical, plumbing or gas-engineering services unless a separate service is expressly offered and agreed in writing.

We do not guarantee that cleaning will correct smoke, odours, uneven heating, ignition problems or other symptoms caused by an appliance fault.

10. Your responsibilities before the appointment

You must take reasonable steps to prepare for the appointment.

Unless otherwise agreed, you should:

• ensure that an adult is available to provide access;
• provide safe and reasonable access to the appliance;
• remove personal items and unrelated objects from the appliance and surrounding area;
• remove food, cookware and items not included in the service;
• inform us about known faults, damage or recent repairs;
• ensure that electricity, water and reasonable working facilities are available where required;
• keep children and pets away from the immediate working area;
• provide accurate parking and access information; and
• obtain any permission required from the property owner, landlord or occupier.

You must not ask us to perform work that is unsafe, unlawful or outside the agreed service.

11. Access, parking and working conditions

You must ensure that we can lawfully and safely access the property at the agreed appointment time.

Where parking restrictions apply, you should provide accurate information before the appointment. You are responsible for obtaining visitor permits or access permissions where these are required for us to attend.

We may refuse to begin or continue work where:

• there is no safe or lawful access;
• the working area presents a health or safety risk;
• the appliance appears unsafe;
• there is evidence of a serious electrical or gas fault;
• the appliance or property contains hazardous contamination;
• there is threatening, abusive or inappropriate behaviour; or
• the requested work falls materially outside the agreed service.

Where a service cannot proceed because of circumstances within your reasonable control, the booking may be treated as a late cancellation.

12. Appointment times

We will make reasonable efforts to attend at the agreed time.

Appointment times may occasionally be affected by traffic, weather, delays at an earlier job, illness, vehicle problems or other circumstances beyond our reasonable control.

If we expect a significant delay, we will make reasonable efforts to inform you using the contact details provided during booking.

Any stated completion time is an estimate unless we expressly agree otherwise. The time required depends on the appliance type, construction, condition and level of soiling.

13. Payment

Payment is due immediately after the agreed cleaning service has been completed.

The available payment method or methods will be communicated before or during the appointment.

You must pay the agreed price together with any additional amount that you expressly approved before the additional work was carried out.

If you believe that the service has not been completed as agreed, you should raise the concern promptly so that we have a reasonable opportunity to inspect and address it.

We may take reasonable steps to recover an undisputed overdue payment. You will be responsible only for recovery costs that are reasonably incurred and lawfully recoverable.

14. Customer cancellation and rescheduling

You must give us at least 24 hours’ notice if you wish to cancel or reschedule an appointment.

Notice should be sent by email or through our contact page. Cancellation takes effect when the notice is received by us.

Where at least 24 hours’ notice is provided, we will cancel or rearrange the appointment without a late-cancellation charge.

If you provide less than 24 hours’ notice, are not present to provide access, provide an incorrect address or prevent the service from proceeding, we may charge a reasonable amount reflecting the direct loss caused by the cancellation.

Any late-cancellation charge:

• will not be imposed as a punishment;
• will take account of costs we have saved;
• will take account of whether we were able to accept replacement work;
• will not exceed the agreed price of the cancelled service; and
• will be explained on request.

Repeated late cancellations, missed appointments or access failures may result in us declining future bookings.

15. Statutory cancellation rights

This section applies where you are a consumer and the contract is concluded online, by email, through another distance communication method or away from our business premises.

You will generally have a legal right to cancel the contract during a period ending 14 days after the day on which the contract is entered into.

You can exercise this right by sending a clear statement that you wish to cancel to info@pristineovencleaningliverpool.co.uk or through our contact page.

You do not have to use a particular form of words, but your notice should identify you and the relevant booking.

If you ask us to provide the service during the 14-day cancellation period, your request will be treated as an express request for the service to begin before that period has ended.

If you then exercise a statutory right to cancel after the service has begun but before it has been fully completed, you may be required to pay a proportionate amount for the service supplied before cancellation, where permitted by law.

Once the service has been fully performed, the statutory right to cancel may end where:

• you expressly requested that the service begin during the cancellation period; and
• you acknowledged that the cancellation right would be lost once the service had been fully performed.

The 24-hour cancellation policy in section 14 does not replace or restrict any statutory cancellation right that applies to you.

16. Cancellation or rescheduling by us

We may cancel, postpone or reschedule an appointment where:

• the cleaner is ill or unavailable;
• travel is unsafe or materially disrupted;
• equipment or vehicle failure prevents attendance;
• the service cannot be carried out safely;
• information supplied during booking was materially inaccurate;
• the requested work is outside the services we provide; or
• circumstances beyond our reasonable control prevent performance.

We will make reasonable efforts to provide notice and offer a suitable replacement appointment.

Because payment is normally collected after the service, no service payment will be due where we cancel before work begins. If any payment has exceptionally been made in advance for a service we cancel, the relevant amount will be refunded.

We will not be responsible for avoidable losses that you could reasonably have reduced by accepting a suitable replacement appointment or taking other reasonable steps.

17. Service concerns and remedial work

Please inspect the appliance when the service is completed where reasonably possible.

If you believe that the service was not provided as agreed or with reasonable care and skill, contact us as soon as reasonably practical.

Please provide:

• your name and service address;
• the date of the appointment;
• a clear description of the concern;
• photographs where they would help us assess the issue; and
• the outcome you are seeking.

Where appropriate, we may ask to inspect the appliance or offer to repeat the affected part of the service.

You should give us a reasonable opportunity to investigate and, where appropriate, put the work right. This does not affect any remedy available under consumer law.

18. Consumer rights and remedies

Where you are a consumer, we will provide the services with reasonable care and skill.

Information that we provide about the service, and which you rely on when deciding to enter into the contract, may form part of the contract.

If the service does not conform to the contract, you may have legal rights that include:

• requiring the affected service to be performed again where this is possible; or
• receiving an appropriate reduction in price where repeat performance is impossible, cannot be completed within a reasonable time or would cause significant inconvenience.

Nothing in these Terms and Conditions excludes or restricts these statutory remedies.

General information about consumer rights is available from the UK Government’s consumer-rights service.

19. Complaints

Complaints can be submitted by email to info@pristineovencleaningliverpool.co.uk or through our contact page.

We will handle complaints in accordance with our Complaints Policy.

Submitting a complaint does not affect your statutory rights.

20. Our responsibility for loss or damage

We are responsible for foreseeable loss or damage caused by our failure to comply with the contract or our failure to use reasonable care and skill.

Loss or damage is foreseeable where it was an obvious consequence of the breach or where both parties knew, when the contract was formed, that it might occur.

We are not responsible for:

• pre-existing damage, wear or faults;
• damage that arises because information about an appliance fault or weakness was withheld;
• the failure of a component that was already damaged, defective or materially weakened;
• permanent staining, corrosion, discolouration or deterioration that cleaning cannot reasonably remove;
• indirect or unforeseeable loss;
• loss caused by your failure to follow reasonable instructions; or
• loss that could reasonably have been avoided or reduced by you.

We do not exclude or limit responsibility where doing so would be unlawful. This includes responsibility for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory rights that cannot lawfully be excluded; or
• any other liability that the law does not permit us to exclude.

If you are a consumer, we are not responsible for business losses, including loss of profit, revenue, opportunity or business interruption.

21. Damage to the appliance or property

If you believe that we damaged an appliance or other property, you must notify us as soon as reasonably practical after discovering the issue.

You should provide photographs and allow us a reasonable opportunity to inspect the alleged damage before arranging non-emergency repairs.

You must take reasonable steps to prevent avoidable additional damage.

Nothing in this section prevents you from taking urgent action where this is reasonably necessary for safety or to prevent substantial further loss.

22. Items left in or near the appliance

You are responsible for removing food, cookware, utensils, personal belongings and unrelated items before the appointment.

We are not responsible for loss of or damage to an item that should reasonably have been removed, unless the loss or damage was caused by our failure to use reasonable care and skill.

If we discover an item that makes cleaning unsafe or impractical, we may pause the work and ask you to remove it.

23. Events beyond our reasonable control

Neither party will be responsible for a failure or delay caused by circumstances beyond that party’s reasonable control.

Examples may include:

• severe weather;
• road closures or major transport disruption;
• power, water or communications failure;
• fire, flood or other emergency;
• government restrictions;
• serious illness or accident; and
• unexpected vehicle or equipment failure.

The affected party should inform the other as soon as reasonably practical. Where possible, we will rearrange the appointment.

24. Personal information

We will use personal information provided in connection with a booking to:

• respond to the enquiry;
• prepare a quotation;
• manage the appointment;
• provide the services;
• maintain appropriate business records;
• process payment; and
• respond to complaints or legal matters.

Further information is available in our Privacy Policy.

25. Business customers

Consumer statutory rights generally apply to individuals acting wholly or mainly outside their trade, business, craft or profession.

If you book our services wholly or mainly for business purposes, including on behalf of a company, letting agency, property-management business or other commercial organisation, you should tell us before the booking is confirmed.

Any separate written commercial terms agreed with a business customer will take precedence over these Terms and Conditions to the extent of any inconsistency.

26. Transferring the contract

You may not transfer your rights or responsibilities under the contract to another person without our written agreement.

We may transfer our rights and responsibilities where this does not reduce your legal protections or materially disadvantage you.

27. Third-party rights

The contract is between you and us. No other person has a right to enforce these Terms and Conditions, except where applicable law expressly provides otherwise.

28. If part of these terms is invalid

If a court or other competent authority decides that part of these Terms and Conditions is unlawful or unenforceable, the remaining provisions will continue to apply.

29. Delay in enforcing these terms

If either party does not immediately enforce a right under the contract, that does not mean the right has been waived.

30. Changes to these Terms and Conditions

The Terms and Conditions that apply to a booking are those provided or made available when the booking is confirmed.

We may update these Terms and Conditions for future bookings to reflect changes to our services, business practices or applicable law.

We will not retrospectively change the agreed terms of an existing booking without your agreement, except where a change is required by law.

31. Governing law and jurisdiction

These Terms and Conditions and any dispute arising from them are governed by the law of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you may also benefit from mandatory protections and may be able to bring proceedings in the courts of the part of the United Kingdom in which you live.

32. Contact us

Questions about these Terms and Conditions can be sent to:

Pristine Oven Cleaning Liverpool
23 Bellefield Avenue
Liverpool
L12 1LR

Email: info@pristineovencleaningliverpool.co.uk

Alternatively, use our contact page.