ARROW VALLEY STOVES & CHIMNEY SWEEPS
TERMS AND CONDITIONS
1. About Us
These Terms and Conditions apply to all services provided by Arrow Valley Stoves & Chimney Sweeps ("the Company"), including but not limited to chimney sweeping, CCTV inspections, stove installations, flue installations, chimney repairs, servicing, maintenance, and associated works.
By accepting a quotation, signing a contract, booking a service, or allowing work to commence, the Customer agrees to these Terms and Conditions.
2. Quotations
2.1 All quotations are provided free of charge unless otherwise stated.
2.2 Quotations remain valid for 30 days from the date of issue.
2.3 Quotations are based upon information available at the time of survey and may be amended if hidden defects, structural issues, access restrictions, or additional work requirements become apparent during the course of the work.
2.4 Unless specifically stated within the quotation, costs for scaffolding, cherry pickers, specialist access equipment, road permits, pavement licences, or traffic management are not included. Should the Company determine, either before or during the works, that such equipment or services are required to comply with health and safety legislation, industry best practice, or site-specific risk assessments, the Customer shall be responsible for the additional costs incurred. The Company will notify the Customer and obtain approval before proceeding wherever reasonably practicable.
2.5 Any variation requested by the Customer after acceptance of a quotation may result in additional charges.
2.6 The Company reserves the right to withdraw or amend quotations where material errors or omissions have occurred.
3. Consumer Cancellation Rights (Cooling-Off Period)
3.1 Where the Customer is a consumer and the contract is entered into away from the Company's business premises, the Customer has the right to cancel the contract within 14 calendar days of signing the contract without giving any reason.
3.2 The cancellation period expires 14 calendar days after the date on which the contract is signed by the Customer.
3.3 To exercise the right to cancel, the Customer must notify the Company of their decision to cancel by a clear written statement, including by email or letter.
3.4 If the Customer requests that work commence during the 14-day cancellation period, the Customer must provide their express written consent.
3.5 Where the Customer has requested that work commence within the 14-day cancellation period and subsequently exercises their right to cancel, the Customer shall pay the Company for any work completed, services provided, surveys undertaken, materials ordered, or costs reasonably incurred up to the date of cancellation.
3.6 Where bespoke, made-to-measure, or special-order goods have been ordered specifically for the Customer, the Customer may remain liable for the cost of such goods where cancellation occurs after the order has been placed and where permitted by applicable consumer legislation.
3.7 Nothing in these Terms and Conditions affects the Customer's statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer protection legislation.
4. Deposits and Payment Terms
4.1 A deposit of 50% of the total quoted price is required upon acceptance of any installation quotation unless otherwise agreed in writing.
4.2 No installation date shall be confirmed until the required deposit has been received.
4.3 The remaining balance is due immediately upon completion of the works.
4.4 For chimney sweeping, servicing, CCTV inspections, and other maintenance services, payment is due upon completion of the appointment.
4.5 The Company accepts payment by bank transfer, debit card, credit card, or cash unless otherwise agreed.
4.6 Any materials, appliances, or components specially ordered for a Customer remain chargeable if the Customer cancels after the order has been placed.
4.7 The Company will notify HETAS of any notifiable installation within the timescales required by the HETAS Competent Person Scheme and applicable Building Regulations.
4.8 Any outstanding balance shall remain payable in accordance with these Terms and Conditions. The Company's compliance with its statutory and scheme obligations, including HETAS notification, shall not be interpreted as a waiver of its right to recover outstanding sums, interest, costs, or other monies due from the Customer.
4.9 The Company reserves the right to withhold non-statutory documentation, extended warranties, maintenance plans, or other discretionary services until all outstanding balances have been settled in full.
4.10 Ownership of all goods supplied remains with the Company until payment has been received in full.
4.11 In the event of late payment, the Company reserves the right to charge interest at 8% above the Bank of England base rate together with any reasonable costs incurred in recovering outstanding sums.
5. Customer Responsibilities
5.1 The Customer shall provide safe and unobstructed access to all areas required for the completion of the work.
5.2 The Customer is responsible for protecting or removing valuable, delicate, or sentimental items from the work area.
5.3 The Customer shall inform the Company of any known structural issues, previous chimney fires, asbestos-containing materials, or defects relating to the property.
5.4 Additional charges may apply where access is restricted, information has been withheld, or unforeseen issues are encountered.
5.5 The Customer is responsible for obtaining any permissions, landlord consent, listed building consent, or planning permissions that may be required before work commences.
6. Chimney Sweeping Services
6.1 Chimney sweeping is intended to remove soot, creosote deposits, bird nests, and other accessible obstructions where reasonably practicable.
6.2 The Company cannot guarantee complete removal of all deposits where access is restricted or where deposits have become hardened or inaccessible.
6.3 A chimney sweep certificate confirms that sweeping has been carried out on the date stated. It does not certify the structural condition, safety, integrity, or suitability of the chimney system.
6.4 Sweeping may reveal previously hidden defects, including damaged liners, masonry defects, blockages, or evidence of previous chimney fires.
6.5 Bird nest removal, CCTV inspections, smoke testing, and remedial works may incur additional charges.
6.6 The Company reserves the right to discontinue a sweep if the appliance, chimney, or flue is deemed unsafe.
7. Stove and Flue Installations
7.1 All installations shall be carried out in accordance with current Building Regulations, Approved Document J, and relevant industry standards.
7.2 Where applicable, HETAS certification shall be issued following completion of compliant installations.
7.3 The Company cannot be held responsible for hidden defects within existing chimneys, fireplaces, flues, roofs, walls, or structures that could not reasonably be identified during inspection.
7.4 Any recommendations made by the Company regarding remedial works are made in the interests of safety and regulatory compliance.
7.5 The Customer agrees not to use the appliance until all works have been completed and any safety checks undertaken.
7.6 Installation dates are estimates and may be affected by supplier delays, weather conditions, or circumstances beyond the Company's control.
7.7 Use of the appliance following completion of the installation shall be deemed acceptance that the works have been completed to a satisfactory standard, without affecting the Customer's statutory rights.
8. HETAS and Compliance
8.1 Where applicable, installations will be registered through the HETAS Competent Person Scheme.
8.2 HETAS certification relates only to the work undertaken by the Company and does not certify pre-existing elements of the property outside the scope of the installation.
8.3 The Customer is responsible for ensuring compliance with any planning restrictions, listed building requirements, conservation area restrictions, or landlord permissions that may apply.
9. Appliance Operation and Maintenance
9.1 The Customer must operate all appliances in accordance with the manufacturer's instructions.
9.2 Only approved fuels suitable for the appliance shall be used.
9.3 The Company accepts no liability for damage resulting from the use of unsuitable fuels, wet wood, improper operation, lack of maintenance, or failure to arrange regular chimney sweeping.
9.4 The Customer is responsible for arranging routine servicing and chimney sweeping at appropriate intervals.
9.5 Failure to maintain the appliance and chimney system may invalidate manufacturer warranties and workmanship guarantees.
10. Customer-Supplied Appliances and Materials
10.1 Where a Customer requests the installation of an appliance, flue liner, chimney component, or other material supplied by the Customer, the Company shall not be responsible for the suitability, quality, performance, or warranty of those items.
10.2 The Company reserves the right to refuse to install any appliance or component that does not meet current regulations, manufacturer's requirements, or safety standards.
10.3 Any additional labour required as a result of defective, incomplete, incorrect, or unsuitable customer-supplied products shall be chargeable at the Company's prevailing rates.
10.4 No workmanship guarantee shall apply where faults arise directly from customer-supplied products or materials.
11. Warranty
11.1 Installation workmanship is guaranteed for 12 months from the date of completion unless otherwise stated in writing.
11.2 Manufacturer warranties apply separately to appliances, liners, and components supplied.
11.3 The workmanship guarantee does not cover normal wear and tear, chimney fires, storm damage, misuse, neglect, third-party alterations, unsuitable fuels, failure to maintain the appliance or chimney, or defects arising from structural movement outside the Company's control.
12. Cancellation and Rescheduling
12.1 Customers may cancel a chimney sweep, service, or inspection appointment without charge by providing at least 48 hours' notice.
12.2 Appointments cancelled with less than 48 hours' notice may be subject to a cancellation charge of up to 50% of the booked service value.
12.3 Failure to attend a pre-arranged appointment or provide access to the property may result in a call-out charge or the full appointment fee being charged.
12.4 Installation projects cancelled after acceptance of a quotation but before work commences may result in the loss of any deposit paid where materials have been ordered, administration costs incurred, or labour time allocated.
12.5 Installation projects cancelled within 14 days of the agreed start date may incur charges for materials purchased, labour allocated, scaffold hire, equipment hire, and any other costs already incurred by the Company.
12.6 The Company reserves the right to reschedule appointments due to adverse weather conditions, illness, supplier delays, safety concerns, or circumstances beyond its reasonable control.
13. Health and Safety
13.1 The Company reserves the right to refuse or suspend work where conditions are unsafe.
13.2 Customers must ensure that children, pets, and other occupants remain clear of the working area.
13.3 The Company may cease work immediately if abusive, threatening, or unsafe behaviour is encountered.
13.4 The Company reserves the right to suspend or postpone works where safe access cannot be achieved using the methods originally anticipated. Any additional costs associated with providing safe access, including scaffolding, access platforms, cherry pickers, specialist lifting equipment, roof ladders, or other safety equipment, shall be borne by the Customer.
14. Limitation of Liability
14.1 The Company maintains appropriate public liability insurance.
14.2 Nothing within these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.
14.3 Subject to clause 14.2, the Company's liability shall be limited to the value of the services provided.
14.4 The Company shall not be liable for indirect, consequential, or financial losses arising from the use or inability to use an appliance or chimney system.
14.5 The Company shall not be liable for defects that were concealed, inaccessible, or otherwise undiscoverable during inspection or installation.
15. Complaints
15.1 Any concerns regarding work undertaken should be notified to the Company in writing within 14 days of completion.
15.2 The Company will investigate all complaints and seek to resolve them fairly and promptly.
15.3 Customers shall provide the Company with a reasonable opportunity to inspect and, where appropriate, rectify any issues before instructing third parties to undertake remedial work.
16. Governing Law
16.1 These Terms and Conditions shall be governed by the laws of England and Wales.
16.2 Any disputes arising from these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Acceptance
By accepting a quotation, signing a contract, booking a service, or permitting work to commence, the Customer confirms that they have read, understood, and accepted these Terms and Conditions.
Arrow Valley Stoves & Chimney Sweeps