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Terms & Conditions

  1. Embers Chimney Sweep & Stove Servicing

  2. These Terms & Conditions apply to all chimney sweeping, stove servicing and related services provided by Embers Chimney Sweep & Stove Servicing (“the Company”). By booking or using our services, the Customer agrees to the terms outlined below.

  3. 1. Definitions

  4. Company
    Embers Chimney Sweep & Stove Servicing.

  5. Customer
    The person, household, organisation or business booking or receiving services from the Company.

  6. Services
    Chimney sweeping, stove servicing, inspections, safety checks, maintenance and any associated advice or services carried out by the Company.

  7. 2. Bookings and Appointments

  8. 2.1 Appointments may be arranged by telephone, email, website enquiry or other approved booking methods.

  9. 2.2 Appointment times are estimates only. The Company will make every reasonable effort to arrive within the agreed time window but cannot guarantee exact arrival times due to traffic, delays on previous jobs, weather or other unforeseen circumstances.

  10. 2.3 The Customer must ensure safe and reasonable access to the appliance, chimney and working area before the appointment begins.

  11. 2.4 If the technician is unable to carry out the work due to lack of access, unsafe conditions, or the appliance being lit or hot, the Company reserves the right to charge a call-out fee or reschedule the appointment.

  12. 3. Customer Responsibilities

  13. For safety and efficiency, the Customer agrees to:

  14. • Ensure the stove or appliance is completely cold before the visit
    • Provide clear access to the appliance and chimney
    • Remove fragile items from the immediate working area where possible
    • Inform the Company of any known faults, chimney fires, smoke issues or previous damage
    • Ensure pets and children are kept clear of the working area

  15. Failure to meet these conditions may prevent the service from being carried out.

  16. 4. Chimney Sweeping and Servicing

  17. 4.1 The Company will carry out chimney sweeping and stove servicing using recognised industry methods and appropriate equipment.

  18. 4.2 While every effort is made to keep the working area clean and tidy, chimney sweeping can involve soot and debris. The Company cannot guarantee that minor soot escape will not occur.

  19. 4.3 In the event that heavy deposits, tar, bird nests, blockages or structural issues are discovered, additional work may be required or the service may be limited.

  20. 4.4 If the chimney or appliance is found to be unsafe, the Company reserves the right to advise the Customer accordingly and may refuse to operate or service the appliance until safety issues are addressed.

  21. 5. Bird Nests and Blockages

  22. Chimneys may become blocked by bird nests, debris or other obstructions.

  23. Removal of nests or blockages may require additional time, specialist tools or equipment. Additional charges may apply where removal is required beyond a standard sweep.

  24. The Company will advise the Customer if further work is required.

  25. 6. Appliance Safety

  26. During a service or inspection the Company may identify faults or safety concerns, including but not limited to:

  27. • damaged flue components
    • failing rope seals or glass seals
    • cracked firebricks
    • unsafe installations
    • poor chimney draw
    • carbon monoxide risks

  28. Where safety concerns are identified, the Company will advise the Customer and may recommend repairs or further investigation.

  29. The Company reserves the right to refuse to operate or sign off an appliance that is considered unsafe.

  30. 7. Chimney Fires

  31. If evidence of a previous chimney fire is discovered during a sweep, the Company may recommend that the chimney be inspected further, potentially including CCTV inspection or structural assessment.

  32. The Company cannot be held responsible for damage caused by chimney fires that occurred prior to the service visit.

  33. 8. Pricing and Payment

  34. 8.1 Prices for services are as quoted at the time of booking or displayed on the Company website.

  35. 8.2 Payment is normally due upon completion of the service unless otherwise agreed.

  36. 8.3 The Company accepts various payment methods including bank transfer, card or cash.

  37. 8.4 The Company reserves the right to amend service prices without prior notice.

  38. 9. Cancellations and Missed Appointments

  39. 9.1 Customers should provide at least 24 hours notice if they need to cancel or rearrange an appointment.

  40. 9.2 The Company reserves the right to charge a cancellation or call-out fee if:

  41. • the Customer is not present
    • access cannot be gained
    • the appliance is hot or in use
    • the appointment is cancelled at very short notice

  42. 10. Liability

  43. 10.1 The Company will carry out services with reasonable care and skill.

  44. 10.2 The Company shall not be liable for:

  45. • pre-existing defects in appliances or chimneys
    • hidden structural chimney defects
    • poor installation carried out by third parties
    • damage caused by faulty appliances
    • issues arising from fuels used by the Customer

  46. 10.3 The Company cannot guarantee that sweeping will remove all deposits where tar or severe blockages exist.

  47. 10.4 Nothing in these terms excludes liability for death or personal injury caused by negligence.

  48. 11. Advice

  49. Advice provided during visits is based on professional judgement and visible inspection at the time of the appointment.

  50. The Customer remains responsible for the safe operation and maintenance of their appliance.

  51. The Company strongly recommends:

  52. • annual chimney sweeping
    • regular stove servicing
    • installation of carbon monoxide alarms

  53. 12. Force Majeure

  54. The Company shall not be liable for delays or failure to provide services due to events outside its control including severe weather, illness, road closures, accidents or government restrictions.

  55. 13. Governing Law

  56. These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall fall under the jurisdiction of the English courts.

  57. Contact Details

  58. Embers Chimney Sweep & Stove Servicing

  59. Website
    www.emberschimneysweep.co.uk

  60. Email
    info@emberschimneysweep.co.uk

  61. Telephone
    07581 469 557

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