TERMS AND CONDITIONS
Any claims of damage to either the appliance or property must be called through to the office while the technician is still at the premises. Then to be submitted in writing, to Merlins Ovens, either by text or email, within 24 hours after a clean is carried out. Text to 07944076158 or email to merlinsovens@gmail.com
Recleans
In the highly unlikely event of dissatisfaction with a clean, Merlins Ovens must be informed in writing, via text or email, within 24 hours, and the appliance must not have been used. Text to 07944076158 or email to merlinsovens@gmail.com
Neff Hide and Slide Doors
Unfortunately we are unable to remove and clean a NEFF Hide and Slide door. This is due to the likelihood of serious damage when re fitting them. This is on some of the early models, until the manufacturers have sorted this problem our insurance company has advised that we can no longer remove this type of door. This also includes all Neff ovens with rolling handles. We can only split the top layer of glass, as further removal stretches the cables and can mean a repair or replacement which can cost approximately £175 or more.
Element Check
Pre cleaning your oven our insurance company has requested that we check the elements for damage that may cause the oven to trip-out after cleaning. This will be done using an ultra violet light and any issues will be pointed out before we start to clean.Should you have any element on the top of your oven, we will be able to clean around it, we cannot clean under the element, as they are easily damaged.
Should you have any questions please do not hesitate to contact us.
Oven seals
If at the time of inspection the oven seal can't be removed for cleaning due to age, build-up of dirt or has become brittle, we will do our best to clean around it.
If during any part of the cleaning process the seal pops, splits or becomes damage, we can't be held responsible as this has happen occurred due to the nature of seals and they will split easily, if this happens it is down to the customer to source and replace at their own cost.
NEW HOMES
If you are organising an appliance clean before move in, then it is your responsibility to check that the appliance is in full working order at the time of the booking. If we arrive to do the clean and any part of the appliance doesn't work, we have the right to refuse to do the clean. This will be subject to our call out fee of £40.
Pre-existing Damage
All our cleaning services start with an appliance check. If at anytime during this check Merlins Ovens or a representative feels it is not advisable to carry out the clean, we will advise the customer and the clean won't take place. It is often found that to clean an appliance with pre-existing damage, whether from age of an appliance or use of other cleaning products will shorten the life of said appliance. We will not carry out a clean if we believe it will make this damage worse or will take an unrealistic time to correct the damage done by use of products we have not recommended. If a part of any appliance to be cleaned is not working, we have the right to not go ahead with the clean. As we ask at the time of booking if all appliance are in full working order and once we've come out, this will be subject to a call out charge of £40.
HOT WATER
Please make sure that hot water is available for the technician to carry out the clean. It is your responsibility to inform us a minimum of 48 before the appointment day if there is no hot water, then we can rearrange. If we arrive to do the clean and there is no hot water, we have the right not to go ahead with the clean and the customer will be subject to a call out fee of £40.
OUR INSURANCE
Due to being a domestic oven cleaning company and our insurance is just for that. We won't be able to clean any ovens in any home's that are used for commercial purposes, whether listed as a commercial oven or domestic oven. If booked as this we have the right to cancel at anytime.
Payment
All payments, whether cash, card or bank transfers are due on the completion of each clean and before the technician leaves the property.
UNDER 18's
Due to safeguarding reasons it is down to the booking customer to ensure that the technician isn't left alone with any minor, this is anyone under the age of 18. If this happens before the start of the clean, then the technician won't be able to do the clean and the customer is subject to our call out fee of £40. If it happens during a clean, then the technician will leave the stop the clean and the customer will be subject to the full cost of the clean, even if not finished.
Adding Extra Items
Once the technician has reached your property, any extra items to be cleaned must be phoned through to the office by the customer, before the start of the clean. This can then be added too the booking form and is then covered by the insurance policy.
None flat or domed glass on oven doors.
Please be aware that we cannot remove the glass on oven doors that are shaped or domed. This is due to this type of glass being obsolete and cannot be replaced.
Cancellations or rescheduling.
All cancellations or reschedules must be done a minimum of 48 hours before the day of the appointment. To cancel or reschedule within the 48 hour window will result in full payment for said appointment.
