Booking Terms & Conditions

About these terms

Sparkling Ovens & Carpets provides professional oven, carpet and upholstery cleaning. These terms apply when you book one of our cleaning services. They set out our booking, payment, cancellation and rescheduling arrangements alongside the consumer rights you have by law.

Where anything in these commercial terms conflicts with your statutory consumer rights, your statutory rights take priority.

Booking and confirmation

You choose the service you need and check availability using your postcode. Viewing availability does not create a booking. Your booking is made and becomes confirmed through our booking and confirmation process, which includes accepting these Booking Terms & Conditions.

Arrival windows

Your booked time is an arrival window rather than an exact appointment time. Where possible, the technician may give you an approximate arrival time on the day. Ordinary variation within the arrival window is a normal part of the service.

Payment

There is no deposit and nothing to pay when you book. Payment for the cleaning service is due on completion of the booked cleaning service.

Any £30 charge described in these terms is a separate charge that can only apply in the specific situations set out below. It is not a deposit, a retained booking payment, part-payment for the cleaning, or a non-refundable booking fee.

Cancelling your booking

You can cancel a confirmed booking. Whether a commercial charge applies depends on how much notice you give before the start of your booked arrival window:

• 24 hours' notice or more: no cancellation charge.
• Less than 24 hours' notice, including the same day: a £30 late-cancellation charge applies.

The £30 late-cancellation charge reflects costs and losses already incurred in accepting and processing your booking, allocating appointment capacity, and the reduced opportunity to refill that time at short notice. It is not a penalty.

These are our commercial arrangements. They are separate from, and do not reduce, your statutory cancellation rights, which are explained further down this page and always take priority.

Rescheduling your booking

You can move a confirmed booking to another time:

• 24 hours' notice or more: free to reschedule.
• Less than 24 hours' notice, including the same day: a £30 charge applies, on the same basis as a short-notice cancellation.

The £30 is not a deposit against your new appointment, part-payment for it, or an extra charge added to the price of the rescheduled job.

If we cannot gain access

A £30 charge may apply where we attend your confirmed booking address within the booked arrival window and any applicable arrangements we have communicated, make a reasonable attempt to gain access, and still cannot carry out the service because no-one is there or access cannot reasonably be obtained.

This charge does not apply where the failure was materially our fault.

Safety, suitability and service limitations

We may decline or limit work that cannot be carried out safely, responsibly or appropriately, or that falls outside our service scope. If your booking information was materially accurate and we decide after inspection that the work is unsafe, unsuitable or outside our service scope, there is no charge to you. A professional safety or suitability decision on our part does not create a charge, and safety always comes before any commercial consideration.

If the work differs from what was booked

If, when we arrive, the work is materially different from what was booked, we will explain the difference. Where we offer a suitable alternative, we will tell you the correct scope and price before starting, and we will only go ahead if you agree. We will not pressure you into additional work.

If the difference is the result of materially inaccurate booking information and it prevents the booked service from going ahead, an attendance charge of up to £30 may apply. Otherwise there is no attendance charge.

Materially inaccurate booking information

An attendance charge of up to £30 may apply where we attend but cannot carry out the booked service because information you gave was materially inaccurate, or because relevant information you actually knew and could reasonably have expected to be important was left out, and that problem materially caused the service not to be deliverable.

This charge does not apply to trivial differences, and it does not apply simply because a job turns out to be dirtier or more difficult than expected, because results may be limited, or because the job is inconvenient. You are not expected to diagnose hidden problems or to have specialist cleaning knowledge.

If we cancel or change your appointment

If we cancel, cannot attend, or need to move your appointment, there is no charge to you. We will not charge you simply because we cannot provide the appointment as originally booked.

One commercial charge per affected appointment

The maximum cancellation, rescheduling, no-show, no-access or attendance charge arising from a single affected appointment is £30. These commercial charges are never added together.

This £30 ceiling does not limit the ordinary price payable for cleaning services actually completed, or any amount lawfully payable for service already supplied where statutory cancellation rules apply.

Your statutory cancellation rights (cooling-off)

If you enter into your service contract with us online or otherwise at a distance, you will normally have a statutory right to cancel during a 14-day cancellation period where that right applies. For a service contract, that period normally runs from the day after the contract is entered into.

This statutory right is separate from the commercial 24-hour and £30 arrangements above. The commercial 24-hour policy does not replace it, and the £30 policy cannot be used to defeat or restrict it.

To exercise an applicable statutory cancellation right, tell us clearly that you wish to cancel before the cancellation period expires. You can do this by emailing cleaning@sparklingoven.com.

If you exercise an applicable statutory cancellation right before the cleaning service has begun, the £30 policy will not be applied to that cancellation.

Booking administration, advertising, online or system processing, and reserving a slot in our diary are not cleaning services provided to you, and we do not treat them as service already supplied when your statutory rights are worked out.

Starting the service during the cancellation period

If your appointment is due to take place within the statutory cancellation period, we will ask you to expressly request that the service begins during that period before it goes ahead.

If you have made that request and then exercise an applicable statutory cancellation right after the service has actually begun, anything payable is limited to what is lawfully recoverable for the service actually supplied to that point. The commercial £30 charge is not used in place of that statutory calculation.

If you ask us to begin the service during the cancellation period, we will also ask you to acknowledge that, once the service has been fully performed, your statutory right to cancel will end.

Our service standard

We carry out consumer cleaning services with reasonable care and skill.

If something isn't right

If you believe there is a problem with the service, please contact us as soon as reasonably possible and preferably within 48 hours. This is a guide to help us, not a strict deadline, and it does not remove your statutory rights. A complaint made later will still be considered fairly.

Contacting us early helps us inspect and investigate while relevant evidence is still available. Later use, cleaning, chemical treatment, repair, alteration, dismantling, disposal, or work by someone else can affect our ability to establish the original condition or work out what happened. We may ask for photographs where reasonable, but not having photographs will not by itself invalidate a complaint.

Where it is reasonable to do so, please give us a fair opportunity to inspect, investigate and, where appropriate, put things right before any irreversible change or third-party remedial work is carried out. This does not remove your statutory remedies.

Contact

For questions about these terms or about a booking, contact Sparkling Ovens & Carpets:

cleaning@sparklingoven.com