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Dear Consumer,

Thank you for your recent booking made with, and confirmed by, your local area Ovenu Franchisee. For the purposes of this document, we will assume that;

  • The booking you have made was via the telephone or by email (i.e. you were not physically with the Franchisee at the time),
  • Its’ value is in excess of forty two pounds (GBP),
  • The Franchisee has given you an appointment date, an approximate time of arrival and a variable time slot to complete the work, dependant on the appliance(s) to be valeted.

 

Your booking is therefore considered to be a Distance Selling Contract, subject to “The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013”. This entire document can be found by clicking this link; http://www.legislation.gov.uk/uksi/2013/3134/made

Our interpretation of this legislation is as follows;

You may cancel your appointment within 14 days of booking the appointment e.g. if you made your appointment on the 3rd of the month, you have until the end of the day on the 17th of that month to cancel. There is a copy of a ‘model’ cancellation form below which we would ask you to complete and send to the Franchisee should you wish to cancel your appointment. We are obliged to provide this document to you, but it is not compulsory for you to use this; you just need to make the cancellation clearly and in writing (a durable media) to the Franchisee, before the time of your appointment, within 14 days. If this is done, you cannot be charged. If you cancel your appointment after the 14 day cancellation period, you lose your right to cancel without being charged.

If your appointment is within 14 days of making the booking and you have requested that this be the case, you lose your right to cancel without being charged as per our cancellation policy.

If you chose to cancel the appointment whilst the Franchisee is on site, on the requested date and at or around the requested arrival time, you will be obliged to pay for any time already spent undertaking the work plus any cost incurred by the Franchisee to start the work, from the booked time of the job, up to the time of cancellation. These charges are to be determined by the Operator.

An unavoidable, tardy arrival by the operator, given the nature of our service, cannot be used as a valid reason for cancellation whilst the operator is on site.  If you do this, the operator will reserve the right to charge you for the full value of the booking made, as per your booking confirmation.

Click here to open our Cancellation Form.

 

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