Terms and Conditions

These Terms & Conditions apply to all services provided by Zen Oven ("we", "us", "our") and are governed by the laws of England and Wales.

1. Statutory Consumer Rights

Nothing in these Terms & Conditions affects your statutory rights under UK consumer law, including your rights under:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
The Consumer Rights Act 2015

Where these Terms refer to charges, cancellations, refunds or time limits, these apply in addition to, and not in place of, your legal rights.

2. Right to Cancel (Cooling-Off Period)

If you book our services online, by phone or by email, you have the legal right to cancel your booking within 14 days of the booking date without giving a reason, provided the service has not yet been fully performed.

2.1 Early Service Start

If you request that we carry out the service within the 14-day cancellation period, you acknowledge that:

You are requesting the service to begin immediately, and
Once the service has been fully completed, your right to cancel will be lost.

If you cancel after the service has started but before it is completed, you may be required to pay for the proportion of work already carried out.

To exercise your right to cancel, you must inform us clearly by email at hello@zenoven.co.uk or sign into your account to cancel on your own accord.

3. Booking Policy

3.1 Parking Requirements

Suitable parking is essential for our operatives to safely and efficiently complete the full service.

Parking must be directly outside the property or within 30 metres, with the vehicle remaining in clear sight.
Where parking requires a permit, the customer must arrange and cover the cost before work begins.
Where parking is pay-and-display, we may pay the charge and add it to the final invoice.
Any fines, penalties or fees incurred due to incorrect or misleading parking advice provided by the customer will be added to the invoice.

If there is no suitable parking within the above requirements is available, we will not be able to clean any removable parts that are to be cleaned by our vans (racks, trays etc) and our best suggestion would be a partial clean, however we reserve the right to treat the booking as a cancellation, no-show if you do not wish to accept the partial clean.

3.2 Arrival Time & Access

Operatives will arrive within one hour either side of the scheduled booking time.
If no one is present at the property, waiting time is 15 minutes otherwise treated as a same-day cancellation and charged equal to or less than the appointment booking value.
If one of our operatives needs to reschedule, we'll give you as much notice as possible and offer your next available slot.

3.3 Out-of-Area Travel Supplement

Bookings outside our standard service areas may incur a travel supplement. These charges are displayed prior to booking on the home page and booking page.

Current out-of-area supplements:

Congestion Charge Zone: £30.00
South West London: £30.00
East London: £30.00
North London: £50.00
North West London: £50.00
West London: £50.00

If you are unsure whether a surcharge applies, please contact us before booking. If you book without doing so or the address is outside of London without contacting us first, your booking will automatically incur the surcharge fee or cancelled based on our discretion.

3.4 On-the-Day Requirements

Customers must provide:

Running hot water from a boiler (not a kettle)
An empty sink
A clear workspace with adequate lighting
Suitable parking within 30 metres
Disclosure of any known appliance faults before cleaning, if an appliance fault not disclosed to us causes damage during cleaning, we cannot be held responsible.

Failure to meet these requirements may prevent the full service from being carried out.

4. Faults, Issues & Service Quality

We aim to provide all services with reasonable care and skill.

Complaints procedure; Any issues believed to be related to our service should be reported as soon as reasonably possible, preferably within 24 hours. If you're unhappy with your service, contact us within this time and we'll aim to resolve it within 5 working days.
This reporting period does not limit your statutory rights under the Consumer Rights Act 2015.
On occasions after a clean we/you may uncover the following; permanent stains, scratched/chipped surfaces. This is usually found after the build up of congealed grease and carbon has now been removed so it is visible, our liability is limited to the value of the service carried out.
Where an issue is found not to be caused by our service, a call-out fee may apply.
Oven roof - Some oven designs have a heating element across the roof that gets in the way — we'll always do our best in that area, but not at the risk of breaking something.
Photos may be taken for quality assurance purposes only
We are not insured to remove and clean the internal glass panels of Neff Slide & Hide oven doors. Where manufacturer instructions are available for the safe removal and reassembly of complex oven doors, including models with multiple glass panels, every care is taken during the cleaning process. However, any removal and reassembly of these components is undertaken solely at the customer's request and entirely at the customer's own risk. While our technicians follow available manufacturer guidance and exercise reasonable care at all times, oven doors may contain ageing, worn, or fragile components that can fail during or after the cleaning process, despite being handled correctly.
We therefore recommend that customers maintain suitable appliance cover, such as a policy provided by Domestic & General or a similar provider, to help cover the cost of any parts, labour, or engineer call-out charges that may arise from an unforeseen component failure. By requesting this service, you acknowledge and accept these terms and the associated risks. Zen Oven accepts no liability for the failure, breakage, or malfunction of existing components that occur as a result of age, wear and tear, manufacturing defects, or pre-existing conditions.

5. Payments

Card details are used only to secure the booking as a guarantee for the specific transaction and only stored until booking date unless you have selected the 'Pay Now' option where the funds will be taken promptly. We use the Wix Payment system for this.

5.1 Payment Methods

Payment may be made by:

Debit or credit card via our booking system before the appointment date
Cash on the day or bank transfer if selected to Pay Later

5.2 Payment Due

Payment is due on the day of service, immediately upon completion and before the operative leaves, unless otherwise agreed in writing.

Failure to make payment constitutes a breach of contract.

5.3 Late Payment & Recovery

If payment is not received:

A reminder will be issued and 7 days allowed for payment.
Interest may be charged at £0.50 per day on overdue amounts.
If unpaid after a further 7 days following a final notice, we reserve the right to pursue recovery through the UK Small Claims Court.

The customer will be responsible for reasonable recovery costs, including court and enforcement fees where permitted by law.

6. Cancellations & Amendments (Non-Statutory)

Where statutory cancellation rights do not apply (or have been waived):

To ensure we can offer appointment availability to all customers, we kindly ask that any cancellations or changes to your booking are made at least 48 hours before your scheduled appointment.
Cancellations, rescheduling requests, or missed appointments made with less than 48 hours' notice may be subject to a cancellation fee of between 50% and 100% of the booked service value, depending on notice given. This policy helps us manage our schedule effectively and provide fair access to appointments for all customers. Thank you for your understanding and cooperation.
If one of our operatives needs to reschedule, we'll give you as much notice as possible and offer your next available slot.

7. Refunds

Refunds (where applicable) are processed within 3–5 working days.
A transaction fee of up to 3% may be deducted to cover non-refundable booking and payment processing costs.
Refund rights remain subject to statutory consumer protections.

8. Gift Vouchers

Gift vouchers are valid for 12 months from the date of issue.
Expired vouchers cannot be extended or refunded.
Statutory rights may still apply depending on how the voucher was purchased.

9. General

We reserve the right to amend quotations if customer requirements change.
We reserve the right to refuse service where safety, access or requirements are not met.
These Terms & Conditions may be updated from time to time.

Acceptance

By completing a booking with Zen Oven, you confirm that you have read and accepted these Terms & Conditions.