Terms and Conditions

In these Terms and Conditions:
“MOC” refers to “Moons Oven Cleaning”, the trading name of Chlemsam Limited.
“Customer” is the individual or organisation who makes a booking with MOC.
“Booking” means the agreement to use of one of our services on one particular occasion, either verbally or in writing.
“Oven Cleaning” describes any oven cleaning service provided by MOC, including single, double, range or “Aga” oven cleaning, microwave and combination oven cleaning, hob and extractor fan cleaning.
“Appliance” refers to any electric, gas or oil powered single, double, range or “Aga” oven, microwave and combination oven, cooking hob or extractor fan.
“GDPR” – refers to The General Data Protection Regulations 2018

All bookings for oven cleaning are made on these Terms and Conditions only to the exclusion of any other terms and conditions, whether written or oral. No alteration to the Terms and Conditions is valid unless contained in a letter signed on behalf of MOC by an authorised signatory.


3a. Price Changes and VAT
All prices are subject to change. Existing customers will be given notice of any price changes at the time of booking.
No VAT is added to the price MOC quotes the customer.
Prices are quoted on the information given at the time of the booking and can change if on arrival with the customer, the service is different to the one the customer quoted.

3b. Payment method
Moons Oven cleaning customers may pay by Sterling cash, cheque or BACS credit payment; customers making payment by BACS are requested to complete the transaction on the day of your clean where possible.
If a customer has to be contacted on three consecutive occasions, to chase the non-arrival of a BACs payment, MOC reserve the right to suspend any further visits, irrespective if any payment is then made.  In addition, having chased the payment on three consecutive occasions, MOC reserve the right, after one calendar month has elapsed since our visit, to charge an additional administration fee of £25, and interest on the original invoice amount of 3% above the prevailing base rate of the Bank Of England, until full payment is received.

3c. Cheques now usually take one working day to clear and cheques must only be used as a method of payment if there are sufficient funds available.  In the event that a cheque is returned unpaid due to lack of funds or a technicality, MOC reserve the right to charge an additional administration fee of £25, and interest on the original invoice amount of 3% above the prevailing base rate of the Bank Of England, until full payment is received.


4a. Customer Cancellation or postponement
Where a booking is cancelled or postponed less than 12 hours prior to the appointment, MOC reserve the right to charge 50% of the booked work value.

4b. Customer Non Attendance
Where a customer has agreed a booking with MOC and fails to be in attendance, or fails to provide access to the property, MOC staff will only wait 15 minutes after agreed the booking time, unless the customer has contacted MOC prior to the booking, to advise us of any delay.
Where a customer fails to attend the agreed booking, makes no attempt to advise us of the non-attendance and MOC attempted to make contact the day before, there is a fee payable of 100% of the booked work value.

4c. Customer Rescheduling
Where three consecutive booked appointments are cancelled or postponed in succession, MOC reserve the right to not attend any further appointments

4d. Non Attendance by MOC
MOC will not be liable for any delay to or cancellation of the booking caused by circumstances beyond our control (including but not limited to fire, flood, strike, exceptional traffic circumstances, lack of adequate power or breakage or failure of machinery or apparatus).
In such circumstances MOC will use its best endeavours to arrange an alternative booking suitable to both parties for the performance of its services. Where MOC fails to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative time and in no event shall MOC be liable for any other losses including loss of profit or consequential loss.

4e. Consumer Protection (Distance Selling) Regulations 2000
Where a booking constitutes a distance contract pursuant to the Consumer Protection (Distance Selling) Regulations 2000, you will have the right to cancel the contract within 7 days of the formation of the contract, but you will not have the right to cancel the contract where the performance of the oven clean has commenced.

4f. Failure to pay Cancellation, Rescheduling or Non Attendance Fees
Any fee should be paid to MOC within 7 days via payment details provided. Failure to make payment will result in interest being charged at 3% above the prevailing base rate of the Bank Of England, and your information being passed on to a Third Party debt collection agency that has the right to add extra fee to cover their costs.

In order to protect MOC staff, they are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason, but are instructed to withdraw from the premises and to report the problem to the customer. In this event the customer will be charged 100% of the booked work value.
If the oven clean is rescheduled (after the environment has been rendered safe), the customer will be charged a fee equivalent to 50% of the cost of the booked work value.
MOC request that customers are present on our very first visit if MOC have not visited before. If this is not possible, MOC cannot be held liable for any damage to property that we may find on our visit.
Any and all electric, gas or oil supply must be in fully working order and the appliance must be in fully working condition to allow us to clean. MOC staff will also require a hot and cold water supply to allow us to complete the oven clean. Failure in MOC staff not being able to complete clean due to any of these factors may result in a fee.

MOC staff are strictly instructed not to use any of your personal equipment while in your home. MOC staff will ask to use to your water supply to complete the oven clean. If you agree to permit staff members to use any of your personal equipment or telephone, MOC will not be liable for any costs that occur.


7a. Key Holding
MOC undertakes to provide absolute security for your keys at all times. In the unlikely event of any keys being lost by MOC, we will make appropriate arrangements as soon as reasonably possible. Keys left in a safe place by customers for MOC to gain access are entirely at the customers own risk.

7b. Liability for death or personal injury
Nothing in this contract shall limit or exclude MOC liability for death or personal injury caused by negligence.

In the event of you being dissatisfied with the service you have received from MOC, you should contact the MOC team within 48 hours. MOC will endeavour to ensure that all your concerns and complaints are resolved quickly and amicably with us. MOC will not be liable for any additional costs that may be imposed by a third party.


9a. Damage to or Loss of Property
In the event of damage or loss as a result of negligence, the liability of MOC shall be limited (at MOC discretion) to repair or the replacement cost of the item, taking into account its age and condition. MOC shall not in any event be liable for any loss of profit or consequential loss.

9b. Claiming Compensation
Any claim for compensation must be notified to MOC as soon as possible and in any event within 4 days of the damage occurring.

In accordance with GDPR regulations, MOC will not sell or otherwise share customer data with any third party save where required for audit and taxation purposes. The information you give will be held and used by MOC to perform the business for which we are registered. This may include calling you regarding periodic re-clean reminders, or details of MOC services that may be of interest to you. If you wish not to be contacted please let the MOC team aware and we will update our records.
Registered Office: 48 The Causeway, Chippenham, Wiltshire, SN15 3DD
Tel: 01672 556404
E-mail: info@moonsovencleaning.co.uk
Version dated 3rd Sept 2018