1. Booking and Appointments

1.1 A booking is confirmed once an appointment has been agreed and confirmation sent.

1.2 AM appointments are generally 9am–12pm and PM appointments 12pm–5pm. These are arrival windows, not guaranteed times. Delays may occur due to traffic, weather, previous appointments or unforeseen circumstances. Customers must allow sufficient time for the service.

1.3 We use email, calendar and SMS reminders as a courtesy. Customers remain responsible for remembering their appointment and ensuring the property is ready and accessible.

1.4 Discounts may be available for multiple appliances or neighbouring properties where appointments can be efficiently combined. Discounts are confirmed at booking.

1.5 Where an appointment is booked for a neighbour, tenant, landlord, family member or other third party, we recommend that the person receiving the service contacts us directly to receive these Terms and Conditions and discuss the work and price. Where this is not possible, the person making the booking is responsible for ensuring access, awareness of the appointment and any applicable charges.

1.6 The person making the booking confirms that they have authority to arrange the work at the property.

1.7 A 50% holding deposit will be required, to secure a booking for 3 flues or more, unless otherwise agreed.

2. Cancellation and Rescheduling

2.1 Customers should give as much notice as possible when cancelling or changing an appointment. Our peak diary may be booked approximately 3 months ahead and, during particularly busy periods, up to 6 months, so an alternative appointment may not be available quickly.

2.2 Cancellation charges are based on the notice given:

• 48 hours or more before the appointment: no cancellation charge.

• Less than 48 hours but 24 hours or more: 25% of the booked service value, subject to the circumstances and any loss avoided or recovered by rebooking.

• Less than 24 hours: 50% of the booked service value, subject to the circumstances and any loss avoided or recovered by rebooking.

• Same-day cancellation, cancellation after arrival, or no access: up to 100% of the booked service value, depending on the circumstances and any loss incurred.

2.3 Where a cancellation charge applies, the minimum charge is £50. We will make reasonable efforts to reallocate cancelled appointments and will take into account any work successfully rebooked and any costs or losses avoided.

2.4 Where a customer reschedules and the replacement appointment is completed within four weeks of the original cancellation date, the cancellation charge will normally be waived, provided reasonable notice is given for the replacement appointment.

2.5 Genuine emergencies or exceptional circumstances will be considered individually and may result in a cancellation charge being reduced or waived.

3. Preparation and Access

3.1 Customers must provide safe, unobstructed access, sufficient working space, a suitable mains socket and a clear route for equipment. Furniture, ornaments, ash, coal, wood and debris should be cleared where reasonably possible.

3.2 Our equipment must not be connected through an extension lead or multi-plug adaptor. Customers are responsible for parking restrictions, permits, gates and other access restrictions, including unavoidable parking charges where agreed or notified.

3.3 Where the customer is absent, working access must be arranged in advance, including functioning keys, key-safe codes, alarm information and any required contact details. If the appliance is not on the ground floor, or there are other arrangements that may affect access, this must be disclosed at booking.

3.4 Damage caused by nails, screws, masonry, metal objects, fixings or other foreign objects encountered during the work may result in additional charges.

4. Children, Pets and Ventilation

4.1 Adequate space must be provided around the appliance and equipment. Customers may observe the work provided they remain at a safe distance and do not obstruct it. Anyone remaining nearby accepts the risk of exposure to soot, fine dust and other potentially hazardous airborne particles.

4.2 Children and pets must be kept away from the working area, moving equipment and appliance at all times. We may stop or refuse work if this cannot be achieved.

4.3 The room should be ventilated during and after sweeping where practical. Anyone with breathing difficulties or respiratory conditions may wish to leave the area during and after sweeping.

5. Appliance Preparation, Safety and Asbestos

5.1 Appliances must be completely cold, switched off and unused for at least 18 hours before sweeping. If an appliance is too hot, the appointment may be postponed and a minimum call-out charge may apply.

5.2 Customers must disclose known defects, damage, chimney fires, blockages, bird nests, structural problems, unusual appliance behaviour or previous unsuccessful/failed sweeps. If the chimney has not been swept for more than one year, or previous sweeping has not fully cleared the flue, additional time, equipment, labour or cleaning may be required.

5.3 Excessive soot, tar, creosote, debris, nesting material or other deposits may require additional work and charges.

5.4 Where a fireplace, chimney opening or appliance has recently been opened, altered or reinstated, particularly in older properties, an asbestos assessment may be required. We may require sight of any survey and may refuse or postpone work where there is reasonable concern. We will not knowingly disturb suspected asbestos. Any asbestos assessment, testing, removal or specialist work is the customer's responsibility.

6. PPE, Working Conditions and Working at Height

6.1 Appropriate PPE, including protective footwear, must remain worn inside the property. This is a health and safety requirement and is also required in accordance with the conditions and requirements of our Public Liability Insurance.

6.2 Protective sheets and specialist vacuum equipment are used, but some fine soot or dust may remain or settle on surrounding surfaces. We recommend leaving the room undisturbed and, where practical, ventilated for approximately 24 hours before thorough dusting and cleaning.

6.3 We do not carry out chimney sweeping, inspection, maintenance or other work on a roof while standing or working from a ladder. Where roof-level work is required, suitable scaffolding, access platform or powered access lift (MEWP) must be provided separately unless otherwise agreed.

6.4 Roof-level work will not be undertaken where suitable access equipment or safe working conditions are unavailable. Customers must disclose expected roof access when booking. Weather conditions may also require roof-level work to be postponed.

7. Standard Chimney Sweep Service

7.1 A standard sweep includes cleaning the flue and removing resulting soot/debris from the immediate appliance area, together with a visual inspection of accessible appliance and chimney components where reasonably possible.

7.2 A stove service is not included. Stove servicing, maintenance, adjustment, seal replacement and other appliance work are additional services.

7.3 A chimney sweep is not a structural survey or guarantee that the chimney, flue, appliance or installation is safe, compliant or defect-free. Concealed or inaccessible defects may not be identified.

7.4 Where appropriate, a smoke evacuation test may be carried out to check that the flue is drawing and venting. This is not a test of the structural integrity or gas-tightness of the chimney or liner and does not guarantee safe operation.

8. Additional Work and Parts

8.1 The quoted price covers only the agreed chimney sweeping service. Additional work must be agreed separately and will be quoted separately where possible.

8.2 Additional work may include stove servicing, rope seals, glass or fire brick replacement, bird nest/significant blockage removal, CCTV inspections, roof/loft inspections, chimney repairs, cowls, terminals, pots, replacement parts and specialist work.

8.3 Fire bricks and other replacement parts are quoted separately, as is the labour/installation time required to fit them.

8.4 Where there are signs or evidence of a protected or active wild-bird nest, nests or nesting material will not be removed where this could result in unlawful disturbance. Where nesting prevents sweeping, a minimum £50 call-out charge may apply and the service may need to be rebooked.

9. Gas Appliances and Gas-Fired Cooking Equipment

9.1 We do not disconnect, reconnect, service, repair or adjust gas appliances or gas-fired cooking equipment unless appropriately qualified and authorised. This includes gas fires, cookers, ovens, Rayburns, AGAs and similar appliances.

9.2 Where Gas Safe involvement is required, the customer must arrange an appropriately qualified Gas Safe registered engineer. We recommend that gas appliances and gas-fired cooking equipment are serviced or checked by a Gas Safe engineer after the sweep and before use, where appropriate, so any soot or debris within internal appliance areas can be identified and removed.

9.3 Cleaning or servicing internal gas-safe components is outside our remit. If required Gas Safe involvement has not been disclosed and prevents safe completion, the appointment may be postponed or cancelled and a minimum £50 call-out charge may apply.

10. Building Works and Construction

10.1 Sweeping is not normally carried out during significant building, renovation or construction work because construction dust/materials can contaminate or damage equipment.

10.2 Customers must disclose such work before booking. We may refuse or postpone work where site conditions, other trades, safety or insurance requirements make the work unsuitable. An undisclosed unsuitable site may incur a minimum £50 call-out charge.

11. Damage, Pre-Existing Conditions and Equipment Lifespan

11.1 Customers are responsible for monitoring the age, condition and expected service life of their chimney, flue liner, stove, appliance and associated components and should seek advice from the relevant manufacturer regarding lifespan and replacement intervals.

11.2 A liner may appear healthy during a sweep or CCTV inspection while deteriorating internally or externally, including in areas that cannot be seen. CCTV cannot establish the complete condition or remaining service life of a concealed liner.

11.3 Customers must disclose known damage, defects or previous problems. We take reasonable care but cannot accept responsibility for pre-existing defects, deterioration, poor installation or inadequate construction. We may stop work where continuing could cause damage or injury.

11.4 Customers are responsible for using appliances and fuel in accordance with the manufacturer's instructions and any applicable requirements.

12. Insurance, Advice and Liability

12.1 We maintain Public Liability Insurance appropriate to the services provided. Details are available on reasonable request.

12.2 Advice and observations are based on training, experience, industry guidance, NACS guidance and applicable requirements and are not a structural survey, engineering assessment, architectural, legal or specialist consultancy service.

12.3 Customers remain responsible for satisfying themselves that their property, chimney, appliance and installation meet applicable requirements and for obtaining specialist advice where recommended.

12.4 Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or statutory consumer rights.

13. Pricing

13.1 We regularly review our prices to reflect changes in the cost of running the business, while aiming to keep our prices fair and competitive locally.

13.2 As costs change, our prices may occasionally need to be adjusted. This means the price of your sweep or other work may be slightly different from your previous visit.

13.3 We aim to keep any price increases reasonable and only make adjustments where necessary. We appreciate your understanding that prices may change over time, particularly for repeat bookings made well in advance.

13.4 If we have specifically agreed that your price is locked at an earlier rate, that agreed price will apply for the period agreed.

13.5 Additional work, parts and installation labour are quoted separately where applicable.

14. Payment

14.1 Payment is due before leaving the property unless an alternative arrangement has been agreed in advance. Payment can be made by cash, card or bank transfer. We do not accept cheques.

14.2 Where a tenant, landlord, agent or other third party is involved, the person responsible for payment must be agreed with us in advance. Otherwise, the person making the booking remains responsible for payment.

14.3 Credit facilities require prior agreement and may be subject to checks. Unpaid balances may be pursued through normal debt recovery procedures.

14.4 Where credit or alternative payment terms are agreed, payment is due within the agreed period or, unless otherwise agreed, within 14 days. Where permitted by law, reasonable late-payment charges and interest may apply. Further services may be suspended where payment is overdue.

15. Certificates, Warnings and CO Alarms

15.1 We are registered with the National Association of Chimney Sweeps (NACS) and issue a certificate for successfully completed sweeps. Unsafe appliances may receive a warning notice.

15.2 Certificates and warnings record observations and are not structural surveys or guarantees.

15.3 Where reasonably accessible, carbon monoxide alarms will be checked/tested. Customers are responsible for suitable batteries and ensuring alarms remain within their manufacturer's recommended service life. Mains-connected, hard-wired or smart alarm systems cannot be fully tested by us and should be checked by a competent electrician or suitably qualified specialist. Any testing limitations may be recorded on the documentation.

16. Customer Information

16.1 Customers must provide accurate booking information, including address, appliance/chimney details, access arrangements and any known fires, blockages, nesting, defects, damage or unusual conditions. Failure to provide relevant information may result in additional charges or inability to proceed.

17. Right to Refuse or Stop Work

17.1 We may refuse or stop work where there is an unsafe environment, appliance or chimney; inadequate access, preparation or working space; a hot appliance; uncontrolled children, pets or other persons; required Gas Safe involvement; protected nesting; significant construction work; unsafe working-at-height conditions; abusive or threatening behaviour; or a risk of injury, damage or breach of legal or insurance requirements.

17.2 Where work cannot proceed due to circumstances for which the customer is responsible, a minimum £50 call-out charge may apply.

18. Infectious and Viral Illness

18.1 Customers must inform us before the appointment if anyone at the property has, or is suspected of having, an infectious or contagious illness that could reasonably pose a risk to us.

18.2 We may postpone an appointment until the risk of transmission has passed. Reasonable notice will normally mean the cancellation charge is waived.

18.3 This helps protect our health and ability to work and reduces the risk of passing infections to other customers, including vulnerable customers.

19. NACS Standards and Professional Practice

19.1 We are members of the National Association of Chimney Sweeps (NACS) and carry out our work in accordance with NACS training, Code of Practice and Code of Conduct applicable to our services.

19.2 NACS promotes professional standards for chimney sweeping, inspection and maintenance. NACS members are required to hold appropriate insurance, follow its Code of Practice and issue the relevant NACS certificate or warning notice following work.

19.3 Further information about NACS and its professional standards can be found on the NACS website.

20. Changes to Terms

20.1 These Terms may be updated from time to time. The Terms provided at booking will normally apply.

20.2 By making a booking, the customer confirms they have had the opportunity to read and understand these Terms and agree to them.

20.3 Nothing in these Terms affects the customer's statutory consumer rights.

21. Complaints and Disputes

21.1 Complaints should be raised with us as soon as possible, preferably in writing by email, with details of the issue and the outcome sought.

21.2 We will review the complaint and aim to respond within 7 working days. If further investigation is required, we will explain this and respond as soon as reasonably practicable.

21.3 Customers should allow us a reasonable opportunity to investigate and, where appropriate, put matters right before arranging remedial work with another contractor.

21.4 We will seek to resolve complaints fairly and reasonably. Nothing in this section affects the customer's statutory rights or their right to pursue any other available remedy.

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