Terms & Conditions
PLAN TERMS AND CONDITIONS
It is important for your benefit and protection that you read these terms and conditions. These and your certificate, and any changes we notify you about (at renewal or otherwise), form your agreement with us. We intend to rely on the terms and conditions set out in this document.
plan: this contract of services.
appliance(s): the appliance(s) protected by this plan, as shown on your certificate.
we/us/our: Select Oven Cleaning, the provider of the plan.
you/your: the person named on your certificate. your certificate: the personalised section of your plan documentation, sent to you once you have taken out a plan or at renewal.
IMPORTANT CONDITIONS AND YOUR OBLIGATIONS
The following conditions apply to this plan:
You must carry out any work required to make your appliance accessible and compliant with all relevant safety standards and safe to work on.
WHAT PLAN INCLUDES (BREAKDOWN)
We offer Bronze and Silver cleaning packages, and we clean following appliances:
*This is usually replaced on the day of the service. If bulbs are blown please contact us for a replacement which is usually sent via post or we offer a call out at £35 to replace.
DAMAGES CAUSED BY ACCIDENT
During the cleaning service if your appliance suffers accidental damage caused by our cleaning technician (i.e. physical damage and the appliance is no longer in good working order), our customer services team will try to resolve the problem over the telephone. If we are not able to resolve the problem, we will, at our discretion, decide whether to approve a repair. We may also (at our option), decide to replace or pay the cost of replacing your appliance, in each case subject to these terms and conditions.
If we permit you to use your chosen repairer and the proposed repair is estimated to cost more than the repair authority limit, then you must contact us on 01245 207535 before work starts.
LIMITS OF THE PLAN
There is a limit to the number of cleans you can request, please refer to the cleaning package you signed up.
CONTRACT OF SERVICES
This plan is not categorised as an insurance appliance and therefore insurance regulation does not apply. This plan is a contract of services and is governed by UK laws and regulations concerning service contracts.
IMPORTANT INFORMATION ABOUT CLEANING SERVICE
Cleaning will be carried out within the normal working hours (which are at least 8:30am to 5pm, Monday to Friday; however we offer occasional Saturday’s.
Please have your plan documentation to hand when the cleaning technician arrives.
APPLIANCE DISPOSAL AND DELIVERY, INSTALLATION AND OTHER COSTS
WHAT HAPPENS IF YOUR APPLIANCE IS REPLACED?
If one of your appliances has been replaced (or you have received a voucher contribution, as set out above), your plan will continue for the other appliances registered under the plan for the remaining period of the plan or until they are replaced under these terms and conditions. At renewal, you can add or remove appliances to the plan by contacting us.
Unless they are listed under the ‘Special conditions’ section or the ‘What this plan includes’ section, we will not approve work or payments for, or arising from:
PAYING YOUR FEE
DURATION AND RENEWAL OF YOUR PLAN
CANCELLATION AND TERMINATION
COOLING OFF PERIOD – CHANGING YOUR MIND The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later.
AFTER THE COOLING OFF PERIOD
If you cancel your plan after the cooling off period then the following will apply:
HOW TO CANCEL
If you wish to cancel your plan, please contact us on 01245 207535 or email us on [email protected] You can also cancel by writing to us at 158 Moulsham Street, Chelmsford, CM2 0LD. If you are paying by Direct Debit and tell your bank to cancel your Direct Debit Instruction, but do not contact us first, we will not immediately cancel your plan. If you do wish to cancel, please contact us directly to avoid any communications regarding outstanding payments.
OUR RIGHT TO CANCEL AND TERMINATION OF YOUR PLAN
WHAT HAPPENS IF WE DECIDE NOT TO APPROVE CLEANING SERVICE, REPLACEMENT OR REPAIR?
If we decide not to approve a cleaning service or replacement (or voucher settlement) which would otherwise fall within the terms of your plan, we will inform you. All fee payments you have made in the current period of your plan will be refunded and your plan will end immediately. We’ll confirm this by email or in writing to the last address you gave us.
HOW TO COMPLAIN
If you wish to complain or you are unhappy with the service provided, please contact our customer services team or send us an email to [email protected].
CHANGES TO THESE TERMS AND CONDITIONS
We may modify or replace these terms and conditions in order to:
We will give you thirty (30) days’ notice of any change that could have a material effect on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the plan by notifying us within that notice period and you will receive a pro rata refund of any payments that you have made for the unexpired period of your plan.
IMPORTANT DATA PROTECTION INFORMATION THE DIRECT DEBIT GUARANTEE
This Guarantee is offered by all banks and building societies that accept Instructions to pay Direct Debits. If there are any changes to the amount, date or frequency of your Direct Debit Select Oven Cleaning will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Select Oven Cleaning to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit, by Select Oven Cleaning or your bank or building society you are entitled to a full refund of the amount paid from your bank or building society.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Select Oven Cleaning and its business partners will use your information (which you or others have provided to us) to provide the requested service and for administration (including the recovery of any amounts owing, where applicable) marketing, market research, customer surveys, regulatory reporting, to check and verify your identity and analytics and testing purposes. Your information may also be shared with selected companies acting on our behalf. We, along with its business partners and third parties may use your information to tell you about any offers, appliances or services which may be of interest to you. You may therefore be contacted by mail, telephone, email and/or other electronic messaging services unless you have asked not to be. You may (for a small fee of £10) request a copy of your data. If your personal details change, if you wish to change your marketing preferences or if you wish to opt out of receiving marketing information, please let us know by emailing or writing to us. If you do not wish to be contacted for marketing purposes by mail or telephone write or email us.
EXCLUSION OF THIRD PARTY RIGHTS
This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.
GOVERNING LAW AND STATUTORY RIGHTS
We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.