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Terms & Conditions

Terms & 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.


The following conditions apply to this plan:

  • You must provide us with any information that we request when you apply for the plan. All information you give must not be false, exaggerated or misleading;
  • Your appliance must have been installed, maintained and used in accordance with the manufacturer’s instructions;
  • Your appliance must be owned by you and kept only for domestic use;
  • Your appliance must be used in a private home, solely occupied by a single household (at the address you gave to us);
  • Your appliance must be easily accessible and meet all relevant safety standards and be safe to work on;


You must carry out any work required to make your appliance accessible and compliant with all relevant safety standards and safe to work on.


We offer Bronze and Silver cleaning packages, and we clean following appliances: 

  • Oven
  • Grill 
  • Hood 
  • Hob (Gas, Electric or Halogen)
  • Combination Oven 
  • Standard Microwave 
  • Free universal paper filter replacement if required 
  • Free universal oven / hood bulb replacement if required

*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. 


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. 


There is a limit to the number of cleans you can request, please refer to the cleaning package you signed up. 


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.


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.


  1. If a repair is approved, we may (at our option), decide to replace your appliance with a replacement appliance of the same or similar make and technical specification.
  2. If we cannot reasonably arrange a replacement, we may decide to give you vouchers instead. The vouchers will be for the full retail price (from a retailer chosen by us) of a replacement appliance of the same or similar make and technical specification.
  3. All vouchers will be redeemable from a retailer of our choice and will be valid for 12 months from the date of issue. Voucher settlements will be sent to the last address you gave us.


  1. To pay the supplier’s delivery charge this will be agreed prior between us and the customer. This will vary depending on the make and model of the replacement appliance, but will be the cost the supplier charges us without any markup. When we discuss the replacement with you we will tell you the exact cost.
  2. If the appliance is repaired away from your home and is then replaced, the original appliance will become our property and we will dispose of it. If your appliance is not repaired away from your home but is replaced, you will be responsible for disposing of it at your own cost. In all cases you will be responsible for installing the new appliance and paying any related costs.


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:

  • Damage caused by, or arising from, accident.
  • Damage during delivery, installation or transportation of the appliance by a third party.
  • Replacement or recall of the appliance (or any part) by a supplier or the manufacturer.
  • Modifying or making an appliance comply with legislation, work on the appliance that is only required due to legislation changes or making it safely accessible.
  • Your failure to follow the manufacturer’s instructions.
  • Any problem with the supply of electricity (unless you are protected against food spoilage), gas, water, broadband or broadcast content.
  • Routine maintenance, servicing and re-gassing.
  • Damage to any other property or possessions, unless it is our fault.
  • Domestic damage such as damage to paintwork, dents or scratches.
  • Any appliance not registered under the plan.
  • Repairs, maintenance work, or use of spare parts, where not authorised by us.
  • Damage to ceramic or glass surfaces.
  • Fraud or attempted fraud, or where the condition of the appliance is not consistent with the request you made.
  • The cost of replacing any accessories including: external fuses, power cells, oven and hood bulbs changeable by the user, extractor filters, cables and cable joints, plugs, light covers, grills, racks, rails, inside the panels, trays and all removable parts, glass and enamel parts. 


  1. If you pay the total fee (inclusive of all applicable taxes) in one payment, you must pay this in full before the plan will start.
  2. If you pay the fee (inclusive of all applicable taxes) by Direct Debit, you must pay this in accordance with the ‘Payments schedule’ set out in your plan documentation. If we are unable to collect a payment from your bank we may attempt to request payment again unless you advise us otherwise.
  3. We may use a collection agency to recover any amount owing to us.
  4. If you do not pay for your plan on time, it will be suspended from the due date. Any requests past this date will not be considered for approval unless payment is received.


  1. The initial plan period begins on the ‘start date’ and continues until the ‘renewal date’, as specified in your certificate (unless terminated in accordance with these terms and conditions).
  2. Before your plan ends, we will write to you about renewing. Your renewal notice will show the new amount to pay. The fee payable may increase at renewal.
  3. If you pay by Direct Debit, each year your protection will automatically continue for another year with a new plan at renewal, unless you inform us otherwise. Unless you have advised otherwise, the renewal fee will again
    be collected from your specified bank account, to ensure you are always protected.
  4. If you pay by any other means, you will need to make payment for your plan to continue.
  5. A cooling off period lasting 14 days from renewal of the plan or the day.
  6. We reserve the right not to offer you a renewal on your plan.


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.

  1. If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid.
  2. If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our right to cancel and termination of your plan’ below).


If you cancel your plan after the cooling off period then the following will apply:

  • If you have not received a cleaning service, we’ll refund the fee paid by you for the remaining full months of your plan. If you pay for your plan by Direct Debit, you might not have paid for any future months of your plan. If so, you will not receive any refund.
  • If you have received a cleaning service, no refund will be given and any fees outstanding for the full duration of your plan will be due and must be paid


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.


  1. If you have failed to comply with certain conditions and obligations we may terminate your plan and we won’t provide any further services to you under the plan. We’ll refund all fee payment you have made during the current period. You must pay us for any call-out, repair and replacement costs we have incurred.
  2. We reserve the right to cancel your plan by
    giving you fourteen (14) days’ notice. If we cancel your plan using this provision, you will receive a pro rata refund of the fee paid for the remaining unexpired days of your plan.
  3. In each case, we’ll confirm any such termination or cancellation in writing to the last address you gave us.


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.


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]. 


We may modify or replace these terms and conditions in order to:

  • Comply with the law, regulations, industry guidance or codes of practice;
  • Rectify errors or ambiguities; and
  • Reflect changes in the scope or nature of the protection provided to you.

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.


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.


This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.


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.