Terms & Conditions

About Us

These Terms & Conditions apply to services and products supplied by:

In these Terms, references to “we”, “us” and “our” mean Chimney Sweep Fireplaces & Stoves. References to “you” and “your” mean the customer purchasing or booking our goods or services.

Acceptance of These Terms

By accepting a quotation, placing an order, paying a deposit, booking an appointment or instructing us to begin work, you agree to be bound by these Terms & Conditions.

Any quotation, job specification, invoice or written agreement issued by us should be read together with these Terms.

Nothing in these Terms affects any rights you have under applicable UK consumer law.

Quotations & Estimates

Quotations are based on the information reasonably available to us at the time they are prepared.

• Unless stated otherwise, quotations are valid for 30 days.
• A quotation may be revised where the scope of work changes or where previously unknown circumstances become apparent.
• Additional work requested by the customer may be charged separately.
• Where access reveals hidden defects, unsuitable existing work, structural issues, chimney defects or other unforeseen conditions, we will discuss any additional work and charges with you before proceeding wherever reasonably possible.

Prices are based on the work described in the relevant quotation and do not include additional work unless specifically stated.

14-Day Cancellation Rights

If you are a consumer and enter into a contract with us at a distance, such as online or by telephone, or in circumstances where statutory off-premises cancellation rights apply, you may have a legal right to cancel the contract within 14 days.

The precise cancellation period and rules depend on whether the contract relates to services, goods or a combination of goods and services.

Work requested during the cancellation period

If you specifically ask us to begin providing a service during an applicable 14-day cancellation period, you may be required to pay a reasonable and proportionate amount for work supplied up to the point at which you cancel.

Where a service has been fully completed following your express request to begin the work during the cancellation period, your right to cancel that completed service may end where the legal requirements for doing so have been satisfied.

Certain goods, including some goods made to a customer's specification or clearly personalised for the customer, may be subject to different statutory cancellation rules.

Nothing in this section removes or restricts any cancellation right provided to you by law.

Installation Bookings

Installation dates are estimates unless we expressly agree otherwise. We will make reasonable efforts to attend and complete work on the agreed dates.

Installation schedules can be affected by circumstances including:

• Unforeseen chimney or building conditions
• Structural defects
• Unsafe existing installations
• Product or component availability
• Supplier or delivery delays
• Severe weather
• Illness or emergency
• Access problems
• Additional work becoming necessary

Where circumstances outside our reasonable control affect an installation, we will keep you informed and arrange an alternative date where necessary.

Chimney Sweeping Appointments

Customers must provide safe and reasonable access to the chimney, fireplace, stove and surrounding working area.

Before our arrival, please:

• Ensure the appliance is completely cool
• Remove valuables and fragile items from the immediate area
• Provide clear access to the fireplace or appliance
• Make us aware of any known faults or chimney problems
• Secure pets where necessary

If we cannot safely complete a sweep because access is unavailable, the appliance is too hot, the installation is unsafe or another circumstance under the customer's control prevents the work, a call-out or cancellation charge may be payable to reflect our reasonable costs.

Surveys, Existing Chimneys & Hidden Conditions

Chimneys, flues and fireplaces can contain defects or conditions that are not visible during an initial inspection.

Unless specifically included in our quotation, we cannot guarantee that an initial visual inspection will identify every concealed defect.

Examples may include:

• Hidden chimney damage
• Damaged or unsuitable flue liners
• Internal blockages
• Previously concealed building work
• Structural defects
• Water ingress or deterioration
• Incorrect previous installation work

If additional work becomes necessary after work begins, we will explain the issue and any additional cost before proceeding wherever reasonably possible.

Customer Responsibilities

The customer is responsible for providing information that is reasonably accurate and complete when requesting a quotation or booking.

The customer must also:

• Provide safe and reasonable access to the property
• Ensure we have permission to carry out the agreed work
• Tell us about known hazards at the property
• Keep children and pets away from our working area
• Provide electricity and other normal facilities where reasonably required
• Follow safety and operating instructions supplied after installation
• Make payments when they become due

Additional costs caused by inaccurate information, lack of access or circumstances that the customer should reasonably have disclosed may be charged separately.

Products, Materials & Special Orders

Products and materials may be ordered specifically for an individual installation once the quotation has been accepted and any required deposit has been received.

Where a customer later cancels, we may take account of reasonable losses associated with products or materials that:

• Have already been ordered or purchased
• Cannot reasonably be returned to the supplier
• Are subject to a supplier restocking charge
• Have been altered for the customer's installation
• Have been made or ordered to the customer's specification

Any rights the customer has under consumer legislation remain unaffected.

Payment

Payment terms will normally be shown on the relevant quotation, invoice or order confirmation.

• A deposit may be required before a booking is confirmed.
• Stage payments may be required for larger installation projects.
• The remaining balance is normally payable on completion unless otherwise agreed.
• Special-order products may require payment before we place the order.

Customers should raise any genuine query concerning an invoice as soon as reasonably possible.

Our Standard of Work

We will provide our services with reasonable care and skill and in accordance with the description agreed with you.

Where no specific completion time has been agreed, services will be carried out within a reasonable time having regard to the nature of the work and circumstances involved.

Nothing in these Terms seeks to exclude or reduce the statutory rights available to consumers.

Problems With Our Work

If you believe there is a problem with work we have carried out, please contact us as soon as reasonably possible and give us a reasonable opportunity to inspect the issue.

Where we are responsible for a problem and the law requires us to do so, we will provide the appropriate remedy, which may include correcting or repeating work or providing an appropriate price reduction.

Customers should not arrange unnecessary remedial work by another contractor without first giving us a reasonable opportunity to investigate, except where urgent action is reasonably required for safety or to prevent further damage.

Damage & Liability

We will take reasonable care while working at your property.

We are responsible for loss or damage caused by us where liability cannot lawfully be excluded. However, we are not responsible for damage arising from an existing defect, unsafe condition or structural weakness that we did not cause.

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so, including liability for death or personal injury resulting from negligence.

Events Outside Our Reasonable Control

We will not be responsible for a delay or failure to perform an obligation where this is caused by an event genuinely outside our reasonable control.

Examples may include:

• Severe weather
• Fire, flood or major property damage
• Serious illness or emergency
• Road closures or major transport disruption
• Supplier or manufacturer disruption
• Shortages of essential materials
• Government restrictions
• Utility failures

If such an event occurs, we will contact you as soon as reasonably possible and, where appropriate, arrange a new date.

Complaints

We want customers to be satisfied with the work and service they receive.

If you have a concern or complaint, please contact us directly in the first instance so that we have an opportunity to investigate and resolve the matter.

Please provide your name, property address, contact details and a clear explanation of the issue.

We will aim to respond and deal with complaints reasonably and professionally.

Privacy & Personal Information

We process personal information in accordance with our Privacy Policy.

Information may be used to administer quotations, bookings, orders, installations, payments, customer service and other legitimate business activities.

Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.

The Terms applying to your particular order or booking will normally be those in force when the contract is entered into, unless a change is required by law or is otherwise agreed with you.

The latest website version will be published on this page.

General

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A delay by us in exercising a right under these Terms does not necessarily mean that we have waived that right.

These Terms do not create rights for any person other than the customer and Chimney Sweep Fireplaces & Stoves, except where the law provides otherwise.

Governing Law

These Terms & Conditions and any contract between us are governed by the applicable laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you may also have the benefit of mandatory rights and protections that apply in the part of the United Kingdom where you live.

Nothing in these Terms seeks to restrict any right a consumer has to bring proceedings in a court available to them under applicable law.