1. Booking Policy 

1.1 Parking is essential for our operatives to carry the full booking,therefore  it will need to be directly outside of your property or within 30m with their vehicle in sight.  Any location which requires a parking permit, customers will have to cover this fee before any work is undertaken. If the parking restriction is pay and display, we can cover this and it will be added to your bill. Should any ill advice given by the customer regarding where to park and our vehicle has incurred fines/fees, it will be added to the customers bill/invoice on the day.

 

​Your oven operative will be with you within 1 hour of your booking start time, if you are not at the property, their waiting time is up to their discretion before cancelling the appointment in which you will be charged for the full amount of the booking.

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1.2. For bookings that are outside of the areas listed on the homepage that we cover, there will be an added surcharge listed below depending on the location we are travelling to. 

Please contact us before booking if you are unsure about this. 

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Prices:

Congestion Charge Zone - £15.00 (£18.50 from 2026 onwards) 

East London - £20.00

South West London - £20.00

North London - £30.00

North West London - £35.00

West London - £40.00​

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1.3. On the day requirements

Our operative will bring all cleaning supplies and cleaning equipment that is required to clean your appliances, however there are a few requirements from the customer that we will need which are the following:

• Running hot water from your boiler (not kettle)

• Empty sink, clear workspace/worktop area with sufficient lighting

• Suitable parking for our van within 30m of your property 

• To state any known type of fault/problems with your appliance(s), as shall we at the time if found​

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1.4. Any faults/issues which occur during/after our cleaning services must be brought to our attention within 24hrs, you can do this by contacting us at Hello@zenoven.co.uk or by calling us, if it is no fault of our own there will be a call fee.​

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2. Cancellation and Refund Policy 

2.1.  Any cancellations or amendments to appointments must be made at least 48 hours before the appointment. Failing to do so will result in a 50% charge up until 1 hour within your appointment time, however if made within 48 hours there will be 2 hour grace period to cancel your appointment free of charge.

If you cancel within 1 hour of your appointment time you will be charged the total agreed cost of the booking and we reserve the right to incur fees and/or take legal action for any overdue amounts without a specific grace period. 

On rare occasions we may need to reschedule appointments due to personal emergencies, weather conditions as we work outside.

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2.2. There will be a small cancellation fee of up to 5% on all bookings due to transactional surcharges to facilitate online bookings. Refunds will be processed within 3-5 working days, please email if you need to contact us. 

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3. Payments

3.1. All payments can be made through the booking system in full via debit/credit card or cash on the day, we accept pre-automated payment through the website. When using a credit/debit card, your details will be used for that specific order only. 

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3.2. Failure to Make Payment

1. Payment Due Date
   All payments for services rendered are due on the day of service upon completion before leaving the premises unless otherwise agreed in writing. Failure to make payment in full on the agreed date will be considered a breach of contract.

2. Late Payment Charges and Interest
   If payment is not received on the due date, the customer will be notified and given a period of 7 days to rectify the situation. Failure to do so will result in the following actions:

   • If payment is not made on the agreed due date, interest may be charged at a rate of £0.50 per day for each day that the payment remains outstanding. This daily fee may begin accruing the day after payment was due. 

3. Final Notice and Legal Action
   If the outstanding amount remains unpaid after the 7-day grace period:

   • A final written notice will be issued, giving an additional 7 days for payment.

   • If the payment is not received within this final period, we reserve the right to pursue legal action through the UK Small Claims Court.

4. Small Claims Court
   In the event that legal action becomes necessary, the following process may occur:

   • Filing a Claim: We will submit a claim to the UK Small Claims Court for the amount due, plus interest, legal fees, and any associated court costs.

   • Court Judgment: If the court rules in our favor, you will be legally obligated to pay the full amount due, including any additional fees.

   • Enforcement of Judgment: If payment is not made following a court judgment, we may take enforcement actions, such as hiring bailiffs or garnishing wages.

5. Customer Liability
   The customer will be held responsible for all costs associated with the collection of the debt, including but not limited to:

   • Legal fees

   • Court costs

   • Administrative fees associated with debt recovery

6. Right to Withhold Services
   We reserve the right to withhold future services or suspend ongoing agreements until the outstanding balance is settled in full.

7. Dispute Resolution
   If the customer disputes the amount owed, they must notify us in writing immediately within 5 days of receiving the invoice. We will attempt to resolve the dispute amicably before proceeding with legal action. If no resolution can be reached, the dispute may be referred to the UK Small Claims Court.

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4. Gift Vouchers

All gift voucher codes have a 12 month expiry from the date given. 

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​​Failing to provide the above requirements will reserve us the right to class the appointment as a cancellation/no show and the total booking price of the work will be incurred. If you decide to book and your property does not fall under the above requirements, we have the right to refuse any refund requests for any services booked. 

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We do reserve the right to amend the initial quotation, should the Customer’s original requirements change at any time.

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By completing your booking with us you are accepting all the above terms and conditions.