Terms of sale

Who we are and how to contact us

Pro Steam Machines is operated by Cleaning Equipment Services Ltd, company number 04784777, registered in England and Wales. Our registered office and contact address is Unit D, 16 Peter Road, Lancing, BN15 8TH. VAT number: GB780891982.

For orders, cancellations, complaints and privacy requests, email sales@cleanes.co.uk, telephone 01903 755128, or write to the contact address above. Please do not send card numbers or security codes.

Consumers and business customers

A consumer buys mainly for purposes outside their trade, business, craft or profession. A business customer buys for business purposes. Buying a professional machine does not by itself remove consumer rights. Nothing in these terms excludes rights or liabilities that cannot lawfully be excluded.

These terms cover goods supplied in the UK. If a separate written quotation is needed, its agreed scope and price must be clear before payment. No subscription or recurring payment is created by a goods order.

Products, configurations and placing an order

Check the model, electrical configuration, package, compatibility, quantities and delivery method before paying. Ask us about suitability or any unrecorded specification. We do not treat missing specifications as confirmed features.

A selected longer replacement hose replaces the included standard hose. An independently selected mechanical lance/8m hose kit is additional, does not remove the existing hoses and requires the additional steam couplings described with that option.

Submitting an order is an offer to buy. Acceptance is by a separate dispatch or collection-ready confirmation. A payment receipt or automated order acknowledgement alone does not confirm dispatch. If we cannot accept a paid order, we will contact you and refund payments for goods we cannot supply without undue delay. Staff must operate this acceptance process before live selling starts.

If we discover a pricing, description or availability error, we will explain it and seek your agreement to a correction or offer cancellation and a refund; we will not impose a higher price without your agreement.

Prices, VAT and payment

Prices are in pounds sterling. Catalogue prices marked + VAT are before VAT. The basket and checkout show merchandise, delivery, VAT and the total payable. VAT is added at 20% once to net goods plus applicable net delivery and rounded to the nearest penny.

Stripe provides on-site card payment. An order is not paid merely because a browser displays a success page; the server must verify payment. Wallet availability depends on the actual account, domain, device and browser and is not guaranteed. Do not send card details by email or enquiry.

If payment is interrupted, check the order status or contact us before trying again. Do not assume a pending payment has failed. No live payment method is represented as verified until launch checks are complete.

Delivery and free collection

Free UK delivery applies from £200 of goods before VAT. Below that threshold, parts-only express delivery is £14.95 + VAT (£17.94 including VAT). Machine or mixed-basket delivery below £200 must be arranged with sales; online checkout offers free collection instead and never silently applies a parts-only rate.

The next-working-day offer requires an order strictly before 12pm UK time. Orders at or after 12pm do not meet the cutoff. Working days exclude weekends and bank holidays. Contact us promptly about delays or goods not received.

Collection is free at Unit D, 16 Peter Road, Lancing, BN15 8TH. Contact us to agree a collection appointment and wait for confirmation that your order is ready before travelling. No opening hours are implied.

Unless a different time is agreed, consumer goods must be delivered without undue delay and within 30 days of the contract. If we miss an agreed essential date or an appropriate additional deadline, your legal cancellation and refund rights apply. Goods remain at our risk until you, or a person you nominate, physically receive them, except where the law provides otherwise for a carrier independently commissioned by you.

Cancellation, returns, faults and warranty

Consumers buying at a distance normally have 14 days after delivery to tell us they wish to cancel and a further 14 days to return goods. See the Returns page for the process, refund rules and optional model cancellation form. Selecting normal catalogue options does not automatically make goods bespoke or remove cancellation rights.

For a consumer change-of-mind cancellation, you pay the direct return costs. Estimated return transport for machines that cannot normally be posted: £70 + VAT (£84 including VAT). This is an estimate, not an automatic fee or an additional checkout delivery charge. Faulty or misdescribed goods are treated separately: we bear reasonable necessary return costs where the law requires.

Goods must meet applicable quality, description and fitness obligations. Consumer rights are separate from our warranty. Machines have a 12-month warranty and boilers a three-year warranty. Contact us with the order reference and fault details; do not attempt unsafe repairs.

For business purchases, there is no general consumer cooling-off right. Contact us to agree any non-fault return before sending goods. Applicable contractual and statutory rights for defective or misdescribed goods remain; these terms do not introduce an unapproved restocking charge or liability cap.

Problems, liability and applicable law

Raise complaints with sales@cleanes.co.uk or at our contact address, including the order reference and the outcome you seek. We will investigate and discuss the appropriate remedy. No membership of an alternative dispute-resolution scheme is claimed.

We do not exclude liability for fraud, death or personal injury caused by negligence, or anything else that cannot lawfully be excluded. For consumers, we are responsible for foreseeable loss caused by our breach or lack of reasonable care, subject to applicable law. These drafts do not impose a blanket business-loss exclusion on consumers.

The governing law is England and Wales. Consumers retain mandatory protections and access to courts available where they live, including Scotland and Northern Ireland. Changes apply to future orders, not retrospectively to an existing contract without lawful agreement. Keep a copy of the terms provided with your order.