1. Definitions
- "We", "Us", "Our" = Empire Oven, Carpet & Exterior Cleaning Services Ltd
- "You", "Customer" = The person booking or receiving our services
- "Services" = Any cleaning or related services provided by us
2. Booking & contract
2.1 A booking is confirmed when you accept a quote verbally, via message, email, or online.
2.2 By confirming a booking, you agree to these Terms & Conditions.
2.3 All quotes are based on the information provided. If the condition differs, we reserve the right to adjust the price on arrival.
3. Pricing & payment
3.1 Payment terms are confirmed with your quote unless agreed otherwise.
3.2 We reserve the right to request a deposit for certain jobs.
3.3 Prices may vary based on:
- Size of the area
- Level of soiling
- Access issues
- Additional services requested
3.4 Late payments may incur additional charges.
4. Cancellations & rescheduling
4.1 You may cancel or reschedule your appointment free of charge with more than 72 hours' notice.
4.2 Cancellations made within 72 hours of the scheduled appointment may be subject to a cancellation fee.
4.3 The cancellation fee will be up to 50% of the booked service value, depending on notice given and our ability to reallocate the appointment slot.
4.4 Cancellations made within 24 hours, or failure to provide access at the agreed time, may be charged at up to 100% of the booking value.
4.5 This is because short-notice cancellations often prevent us from rebooking the time, resulting in lost business.
4.6 We will always act reasonably and may reduce or waive fees where the appointment slot is successfully rebooked.
4A. Accepted methods of cancellation
4A.1 All cancellations must be made directly via one of the following methods:
- By telephone: 01795 904805
- By SMS: 07378 945511
- By email: cleanme@empclean.co.uk
4A.2 These contact methods are monitored regularly, including outside of standard working hours where reasonably possible.
4A.3 Cancellations sent to any other number, social media platform, or third-party messaging service (including but not limited to Facebook, WhatsApp, or incorrect numbers) will not be considered valid unless received and acknowledged by us.
4A.4 It is the customer's responsibility to ensure that cancellation is sent to the correct contact details and, where possible, to obtain confirmation of receipt.
4A.5 Where a customer can demonstrate that reasonable attempts were made to cancel using the correct contact details but were unsuccessful due to circumstances beyond their control, we will review the situation and act fairly.
5. Consumer cancellation rights (UK law)
5.1 If you are a consumer booking remotely (online, phone, etc.), you have a 14-day cancellation period under the Consumer Contracts Regulations.
5.2 If you request work to begin within this period, you agree that:
- You may lose your right to cancel once the service is completed
- You will pay for any work carried out up to cancellation
5A. Interaction with consumer cancellation rights
5A.1 Your statutory rights under the Consumer Contracts Regulations are not affected.
5A.2 However, by booking a specific appointment time and requesting that we reserve that time for you, you acknowledge that:
- Our business may suffer loss if the appointment is cancelled at short notice
- Reasonable cancellation charges may apply as outlined above
5A.3 Where services are scheduled to begin within the 14-day cancellation period, you expressly request that we proceed and accept that:
- You may be liable for costs incurred if you cancel
- You may lose your right to cancel once the service has been fully completed
6. Access & customer responsibilities
You agree to:
- Provide safe and suitable access to the property
- Ensure water and electricity are available where required
- Remove fragile or valuable items where necessary
- Inform us of any risks (e.g. damaged carpets, delicate surfaces)
Failure to do so may affect results, result in additional charges, or limit our liability.
7. Results & limitations
7.1 We will use reasonable skill and care in all services.
7.2 However, we cannot guarantee:
- Complete stain removal
- Restoration of heavily worn or damaged items
- Identical results across all jobs
7.3 Some issues are permanent, including bleach damage, wear and tear, and dye loss.
8. Damage & liability
8.1 We are fully insured and will take reasonable care at all times.
8.2 Any concerns must be reported within 24 hours of service.
8.3 We are not liable for:
- Pre-existing damage
- Wear and tear
- Poor installation or faulty materials
- Items not disclosed before work
8.4 Our liability is limited to the value of the service provided.
8.5 Nothing in these terms excludes liability for death or personal injury caused by negligence, or fraud or fraudulent misrepresentation.
9. Stains & specialist treatments
9.1 Stain removal is not guaranteed, especially for bleach, paint, dye transfer, or long-term staining.
9.2 Specialist treatments (e.g. colour correction) are quoted separately and results may vary.
10. Time & delays
10.1 Appointment times are estimates.
10.2 We are not liable for delays caused by traffic, weather, previous jobs overrunning, or circumstances beyond our control.
11. Photos & marketing
We may take before and after photos for marketing purposes in line with our Privacy Policy and Before & After Disclaimer. You can opt out at any time before or during the service.
12. Complaints
12.1 If you are unhappy, please contact us within 24 hours.
12.2 We will review the issue and offer a re-clean where appropriate.
13. Refusal of service
We reserve the right to refuse or stop work if conditions are unsafe, abuse or inappropriate behaviour occurs, or the job differs significantly from what was described.
14. Website use
14.1 All content on our website is owned by us and must not be copied or reused without permission.
14.2 We do not guarantee that the website will always be available or error-free.
15. Changes to terms
We may update these terms at any time. The latest version will always be published on our website.
16. Governing law
These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of English courts.