Terms and Conditions

These Terms & Conditions apply to all services provided by Zen Oven (“we”, “us”, “our”).
By making a booking, you agree to the terms set out below.

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.

3. Booking Policy

3.1 Parking Requirements

Suitable parking is essential for our operatives to safely and efficiently complete the 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 suitable parking is not available, we reserve the right to treat the booking as a cancellation or no-show.

3.2 Arrival Window & Access

Operatives will arrive within one hour of the scheduled booking time.
If no one is present at the property, waiting time is at the operative’s discretion.
If access is not provided, the appointment may be cancelled and charged in accordance with Section 6.

3.3 Out-of-Area Travel Surcharges

Bookings outside our standard service areas may incur a travel surcharge. These charges are displayed prior to booking.

Current surcharges:

Congestion Charge Zone: £18.50
East London: £20.00
South West London: £20.00
North London: £30.00
North West London: £35.00
West London: £40.00

If you are unsure whether a surcharge applies, please contact us before booking.

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

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

4. Faults, Issues & Service Quality

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

Any issues believed to be related to our service should be reported as soon as reasonably possible, preferably within 24 hours.
This reporting period does not limit your statutory rights under the Consumer Rights Act 2015.
Where an issue is found not to be caused by our service, a call-out fee may apply.

5. Payments

5.1 Payment Methods

Payment may be made by:

Debit or credit card via our booking system
Cash on the day (unless otherwise stated)

Card details are used only for the specific transaction and only stored until booking date.

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):

Cancellations or changes must be made at least 48 hours before the appointment.
Cancellations within 48 hours may incur a charge of up to 50% of the booking value, reflecting preparation and lost time.
Cancellations within 1 hour of the appointment may be charged up to 100% of the booking value.

These charges represent a genuine estimate of losses incurred.

7. Refunds

Refunds (where applicable) are processed within 3–5 working days.
A transaction fee of up to 5% 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.