A deposit must be received at least 3 weeks before the start date. Until the deposit is received the date reserved may be given to another customer. If the installation is cancelled after the deposit is paid. The deposit will not be refunded. The last quotation provided to the customer before the deposit is paid, will be the works agreed to. Agreement to proceed must be recieved by email before a date can be booked in. Payment is expected once the work is complete upon the day of completion. For work completed at the weekend payment is expected in cash or cheque or electronic transfer on the next working day.
We aim to provide a clear estimate of the works needed after one free site ground survey. Further site surveys and roof surveys invovling ladders will be chargeable. Free surveys are only available on days that we are in your area already.
We are not Gas Safe Engineers and can only install gas woodburners by utilising a separate GAS SAFE engineer. We will quote for our part of the installation but you will need to organise the gas engineer with which we will liaise.
We provide an online message system on our website. We cannot be held responsible if our return email or quotation does not reach the customer due to incorrect data entered into the message box or details provided at the site survey. We ask that the customer adds email@example.com to their 'safe senders' list or checks their junk or spam folders if a quote does not arrive.
If we do not receive confirmation that you have received your quotation we will contact you by email or text in case the email is in your spam or junk folder
We may contact you annually to remind you that your annual sweep and check-up is due, however it is the householders responsibility to have the flue cleaned regularly. Depending on what you burn and how often this could be 3-4 times per year. We will install the stove/ flue to industry standards and cannot be held accountable for any health issues caused by misuse of the appliance, poor maintenance or blocked flue issues
We will clean all flues required to industry standard and install flue liner and stoves to HETAS standards and building regulations and will provide a HETAS certificate after completion. You will not need to apply for seperate planning permission. Certification can only be provided for installations that we complete ourselves. Please do not ask us to certify work that you have done yourself or through a building company.
Where possible we will complete the work in the time allotted in a tidy and professional manner. However adverse weather conditions may prolong an installation.
We are fully insured for damage to you or your property at all times. We expect you to respect our safety and not to touch or move any of our equipment.
Work that cannot be completed or needs additional work due to unforeseen issues will be discussed with the customer or person on site before proceeding.
To ensure that your chimney or flue is cleaned regularly and thus safe to use, we will contact you to arrange a chimney sweep, one year later. We prefer to contact you by email but may use text (SMS) messaging if we do not hold your email details.
We recommend that customers use a stove pipe thermometer so that they do not overburn their appliance. We believe that this will prolong the life of the stove.
We do not recommend the use of smokeless fuel, unseasoned wood nor burning household rubbish in your appliance with a 316/316 stainless liner and cannot be held accountable if you decide to burn this without discussion prior to install and this causes the liner to degrade faster than expected