The Cleaning Hero: Durham Oven Cleaning Terms & Conditions


1.2 The term ‘ THE CLEANING HERO’ or ‘us’ or ‘we’ or ‘the company’ refers to the owner of the website whose registered address is 30 Cleves Avenue, Ferryhill, Co Durham, DL17 8BN. The term ‘you’ refers to the user or viewer of our website.

1.3 The use of this website is subject to the following terms of use.

1.4 The content of the pages of this website is for your general information and use only. It is subject to change without notice.

1.5 This website uses cookies to monitor browsing preferences through Google Analyltics which holds information about location, how you came to site, your browser and where you visited.

1.6 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

1.7 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

1.8 All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

1.9 From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

1.10 Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

2. Pricing

2.1 The initial quotation price is based on the information you provide, so if the information provided for quotation was incorrect this may result in the price being amended. For example, if a customer says they have a ‘single oven’ over the phone, and upon entering the property, the oven is actually a Range which has one large oven, then we reserve the right to charge the relevant price accordingly.

2.2 All appointments are subject to a minimum call out charge of £30. This means that if the customer requires an item cleaned for less than £30, the price shall be raised to £30, unless combined with another service which would raise the amount to £30 or more, in which case the correct price would be applied.

2.3 Our pricing structure is liable to change at any time, without notice and is entirely at our own discretion.

2.4 We reserve the right to charge a fuel or distance surcharge of £5-10 to customers that live in outlying parts of our coverage area. We may determine that we are unable to attend a requested appointment, due to where the property is. If we do decide to add a surcharge, this will usually be discussed and agreed with the customer at the first point of contact.  It will be in addition to any cleaning costs agreed.

3. Access to Property and Appliances:

3.1 The Client is responsible for providing access to the property at the scheduled time. If keys are provided they must open and close all locks. Failure to provide access to the property is subject to a 100% non-refundable fee.

3.2 Please ensure you switch off your AGA oven or set the heat to minimum from the previous day in order for us to clean it without any risk of injury.

3.3 If the oven we have been asked to clean is not in full operation, you must disclose this at the time of booking, or as soon as possible before the appointment. The oven must function in order for the full clean to be carried out. Failure to disclose a known fault that could render the clean more difficult or impossible to carry out with result in a 100% non-refundable fee for the job booked, or an additional charge of £20 per additional half hour worked.

4. Equipment

4.1 We shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

4.2 The Customer must provide running water, electricity and sufficient light at the premises where the service is to take place.

5. Payment

5.1 Unless otherwise agreed in writing by the company, the account is rendered for immediate payment on the completion of the work.

5.2 The Client must make payment (Cash or Bacs Transfer) before THE CLEANING HERO: Durham Oven Cleaning specialist leaves the Client’s premises.

5.3 THE CLEANING HERO: Durham Oven Cleaning reserves the right to charge £40.00 administrative fee, in addition to the balance due, for any account we must refer to collection. Please note that debt collecting companies may add their charges to the outstanding amount.

5.4 All bank charges incurred due to a client’s failure to pay, will be passed on to the Customer.

5.5 The rate of payment by the Company shall be agreed between the Company and the Customer, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

6. Cancellations

6.1 The Client can cancel or reschedule the scheduled service by giving us at least a 48h notice.

6.2 THE CLEANING HERO: Durham Oven Cleaning reserve the right to charge at their discretion a cancellation fee: Under 48hrs notice may be charged up to 50% of the quoted price Under 24hrs notice may be charged up to 100% of the quoted price.

6.3 THE CLEANING HERO: Durham Oven Cleaning reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and wellbeing of our operatives.

6.4 THE CLEANING HERO: Durham Oven Cleaning has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned Oven cleaning technician.

7. Insurance

7.1 THE CLEANING HERO: Durham Oven Cleaning holds full public liability insurance.

8. Claims

8.1 The Customer agrees to inspect the work immediately after its completion and to draw the operative’s attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Customer’s complete satisfaction.

8.2 If the Customer or any third party instructed by the Customer is not present at the time of the service then no claims regarding any cleaning issues can be made after they have left the premises.

8.3 If the Customer instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.

8.4 The Customer agrees and understands that the company is only responsible for the work agreed and outlined in the accepted quote. Any complaints made regarding services or areas not mentioned in an official accepted quote will be classed as not valid.

8.5 Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.

8.6 While the Company operatives make every effort not to break items, accidents do happen. Where possible an identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and should not be requested to be cleaned or moved by the cleaning operatives.

8.7 In case of damage, the Company will pay for the item to be repaired. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value towards a replacement, upon payment of the cleaning services rendered.

8.8 The Company shall not be responsible for damage due to faulty and/or improper installation of any item.

8.9 No claims shall be entertained if the Customer has an outstanding balance aged more than 30 days.

8.10 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Providers(s). Monetary compensation as well as legal fees may be incurred.

9. Liability

9.1 The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:

9.2 Its failure to carry out its services as a result of factors beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity and lighting, or un-operational / faulty oven or device.

9.3 Late arrival of Company operatives at the service address. The Company endeavours to be on time on any visit but sometimes due to transport related and other problems,

including delays on previous jobs, which are beyond the Company’s control, the Company operatives may arrive with a delay or the cleaning visit may be rescheduled.

9.4 Any existing damage to Clients property in the form of old stains, burns, scratches, dents and the like which cannot be cleaned/removed completely by the cleaning operative using the industry’s standard cleaning methods.

9.5 The Company shall not be liable for any damages worth £50.00 or less.

9.6 THE CLEANING HERO: Durham Oven Cleaning shall not be liable under any circumstances for any loss, expense, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 30 days or more from the date the payment was due.

10. Our Promise To You

10.1 THE CLEANING HERO: Durham Oven Cleaning aim to respond to all communications as quickly as possible.

10.2 THE CLEANING HERO: Durham Oven Cleaning aim to arrive at appointments promptly, but on the day of appointment if for any reason we are delayed we will contact you as soon as possible.

10.3 THE CLEANING HERO: Durham Oven Cleaning will be courteous and respectful to your property at all times. We aim to provide 100% Customer Satisfaction.

Privacy Policy:

The Cleaning Hero; Durham Oven Cleaning is committed to keeping our customers information private. You are free to access our website without revealing any information that is private. We only request to know details from customers that are necessary to be able to quote accurately for the work you have requested from us. However, if you do provide any personal information about yourself or others we promise to treat it securely, fairly and lawfully. By ‘your information’ we mean any information about you that you or third parties provide to us.

If you are giving us information, this is what we intend to do with it:

We request customers name, address and contact number, so that we can verify if they live within our specified region of work (the North East of England) and so we know who the person is who we will be meeting, so that we can keep both our customers and our workers safe, and so we can maintain contact with the customer on the day of work. We will also ask for details of the appliance to be cleaned, or measurements of an area to be cleaned.

We will retain information collected about you for as long as permitted for legitimate business purposes in accordance with the General Data Protection Regulation

Sharing of information – we will always treat your personal information as private and confidential, but may share it if:

  • Allowed by this agreement
  • You, as our customer, give us your consent
  • Needed by our agents, advisers or others involved in running accounts and services for you or collecting monies owed to The Cleaning Hero
  • Needed by third parties to help us manage any claims you may make
  • HM Revenues and Customs or other authorities that require it
  • The law, regulatory bodies, or the public interest permits or requires it
  • Required by us or others to investigate or prevent crime
  • To any other parties connected with your account

The Cleaning Hero may in the future wish to sell, transfer or merge part or all of their business or assets, or any associated rights or interests, or to acquire a business or enter into a merger with it.  If so, they may disclose your personal information to a potential buyer, transferee, or merger partner or seller and their advisers so long as they agree to keep it confidential and to use it only to consider the possible transaction. If the transaction goes ahead, the buyers, transferee or merger partner may use or disclose your personal information in the same way as set out in this notice.

Any information provided to us by you, the customer, shall be deemed to be your own information, unless you advise us that you are doing so on behalf of another party, in which case, you must seek permission from that person, to share the information with us.

Using your personal data

The General Data Protection Regulation puts the obligation on the users of personal data and lays down principles for its use. Information has to be processed fairly and lawfully. This means that you are entitled to know how we intend to use any information you provide. You can then decide whether you want to give it to us. You also have the right to contact us and ask what information we hold, and withdraw consent if you so wish.

The General Data Protection Regulations are available for anyone to read and more information can be found at the Commissioner’s office at https://ico.org.uk/

If you have any concerns about the personal data you have supplied to us, please get in touch with us at thecleaninghero@outlook.com or call us on 07834764067.