Refund, Cancellation & Hire Terms Policy

1. Company Information

This policy applies to services provided by Woodpeckers Hertfordshire Ltd, trading as The Kitchen Rescue (Company Registration Number: 14316407, VAT Number: 503 3722 28).

Registered office: Based in Hertfordshire, United Kingdom

2. Hire Period

The minimum hire period is 7 days, unless otherwise agreed in writing.

Hire charges are calculated per week or part thereof.

3. Booking Confirmation and Payments

A £250 deposit is required to secure your booking.

If you cancel more than 1 month before the scheduled delivery date, the £250 deposit will be refunded in full.

If the hire goes ahead, the £250 deposit is retained as a security deposit for the duration of the hire. The deposit is refundable after collection and inspection of the unit, subject to deductions for:

• damage beyond fair wear and tear
• missing items
• excessive cleaning
• misuse of the equipment

Any deductions will be itemised on request.

The full hire fee must be received no later than 7 days before delivery.

Failure to make payment within this timeframe may result in your booking being cancelled or postponed at our discretion.

Refunds of any remaining balance will be processed within 5 working days of inspection.

4. Cancellation Policy

4.1 Customer Cancellations

You may cancel your booking at any time by contacting us at hello@thekitchenrescue.co.uk or +44 7342 606655.

Cancellation charges apply as follows:

4.2 Company Cancellations or Failed Deliveries

We reserve the right to cancel, postpone, or refuse installation in the following circumstances:

• Inaccurate or misleading access information
• Unsafe or unsuitable site conditions
• Absence of a responsible adult (aged 18 or over) at delivery or collection
• Extreme weather conditions preventing safe delivery
• Non-payment of outstanding balances
• Breach of our terms and conditions

If delivery or collection cannot be completed due to any of the above reasons and it is not the fault of The Kitchen Rescue, the following charges will apply:

If The Kitchen Rescue cancels your booking due to our own operational issues or safety concerns not caused by the customer, you will receive a full refund of all payments made.

5. Extensions

Extensions are not guaranteed but may be possible subject to pod availability.

If you wish to extend your hire, please contact us as early as possible to check availability and rates.

6. Call-Outs, Misuse & Downtime Refunds

If a fault occurs through no fault of the customer and the pod becomes unusable, The Kitchen Rescue will:

• Aim to resolve the issue promptly (normally within 24 hours), and
• Refund for any full days the unit could not be used.

If a call-out is required due to customer misuse or failure to follow instructions, a £168 per hour fee (plus materials if required) will apply.

7. Use of the Unit & Safety

For safety and insurance purposes, the following rules apply. They reflect sensible use of a domestic-style kitchen in a portable unit — if anything isn’t clear, please ask us and we’ll be glad to help.

• No smoking is permitted inside the unit
• Deep fat frying is not permitted
• Cooking must be carried out using standard domestic methods only
• The unit must be kept well ventilated during cooking
• Flammable materials must not be stored inside or near the unit
• Waste must be disposed of regularly and not allowed to build up

The Hirer agrees to use the unit in a safe and responsible manner at all times.

8. Damage, Cleaning, and Deposit Refund

If the hire goes ahead, the £250 deposit is retained as a security deposit for the duration of the hire. The deposit is refundable after collection and inspection of the unit, subject to deductions for:

• damage beyond fair wear and tear
• missing items
• excessive cleaning
• misuse of the equipment

Any deductions will be itemised on request.

Refunds of any remaining balance will be processed within 5 working days of inspection.

9. Force Majeure

Neither party shall be liable for any failure or delay in performance caused by events beyond reasonable control, including fire, flood, extreme weather, war, strikes, or similar unforeseen circumstances.

10. Insurance & Liability

Kitchen Rescue maintains appropriate insurance cover in connection with the hire of the portable kitchen unit, including public liability insurance up to £5,000,000.

The kitchen unit and its contents are insured while in transit, during delivery and setup, and throughout the hire period.

This insurance covers injury to third parties and damage to third-party property where Kitchen Rescue is deemed responsible.

The Hirer is responsible for using the unit in a safe and reasonable manner, following all provided instructions, maintaining general cleanliness during the hire period, and ensuring the unit is secure when not in use.

The Hirer will be liable for any damage caused by misuse, negligence, or failure to follow instructions, including loss or damage to the unit or its contents beyond fair wear and tear.

Kitchen Rescue shall not be liable for any loss, damage, or injury resulting from misuse of the unit, or any indirect or consequential loss arising during the hire period.

11. Cleaning & Hygiene Standards

Kitchen Rescue ensures that each unit is thoroughly cleaned and sanitised prior to delivery.

This includes:

• Cleaning and disinfecting all work surfaces
• Cleaning of appliances including oven, hob, fridge, sink and dishwasher
• Removal of all waste from previous hire
• Visual inspection to ensure the unit is in a clean and ready-to-use condition

During the hire period, the Hirer is responsible for maintaining a reasonable level of cleanliness and hygiene within the unit.

At the end of the hire period, the unit should be returned in a generally clean and tidy condition. A reasonable cleaning charge may be applied if the unit is returned in an excessively dirty condition.

The Hirer is responsible for ensuring safe and hygienic use of the kitchen during the hire period, including proper food handling and waste disposal.

12. Dispute Resolution

If you have any concerns or disputes regarding charges, damage, or refunds, please contact us immediately.

We aim to resolve all matters fairly and promptly.

13. Changes to This Policy

We may update this Refund, Cancellation & Hire Terms Policy from time to time.

Any updates will be posted on this page with a new revision date.

Existing bookings remain covered by the version in effect at the time of booking.

14. Contact Information

Email: hello@thekitchenrescue.co.uk
Phone: +44 7342 606655
Registered office: Based in Hertfordshire, United Kingdom

← Back to Home