Cancellation Policy
Cancellation Policy
At Oven Envy, we understand that plans can change and we will always do our best to accommodate rearrangements where possible.
As we schedule appointments carefully by postcode, late cancellations can be difficult to replace at short notice. The following policy helps us manage this fairly while continuing to provide a reliable service.
Standard Appointments
- More than 2 working days notice: Cancel or reschedule free of charge.
- Less than 2 working days notice: A £25 cancellation fee will apply.
The cancellation fee must be paid before a new appointment can be booked. A secure payment link will be sent by text or email on the day of cancellation.
No Access Appointments
If our technician attends the property and is unable to gain access, the appointment will be treated as a late cancellation and a £25 cancellation fee will apply.
This includes:
- Nobody home.
- Unable to contact you on arrival.
- Cancellation after our technician has travelled.
- Access arrangements not made in advance.
Where possible, please arrange access even if you are unable to be present. Payment can be made securely via payment link sent by text or email.
Contract & Direct Debit Customers
- More than 2 working days’ notice: Free reschedule.
- Less than 2 working days’ notice: A £25 cancellation fee will apply.
- No access or on-the-day cancellation: A £25 cancellation fee will apply.
Any cancellation charges for contract or direct debit customers will be collected automatically on your next scheduled payment date.
Repeated late cancellations or missed appointments may result in Oven Envy reviewing or cancelling your service plan.
Appointment Reminders
To help avoid missed appointments, we send:
- Booking confirmation email
- Reminder approximately 4 weeks before your appointment
- Reminder approximately 1 week before your appointment
- Telephone call in the days leading up to your clean where possible
- Text when on the day when on way
*It remains the customer’s responsibility to notify us if they need to cancel or rearrange.*
*A deposit of £20 may be required for jobs over £150*
Need to Cancel or Rearrange?
01244 568 640
Thank you for your understanding and continued support.