Terms and Conditions

The sensible bit (because even a family business needs rules).

These terms and conditions are once you have agreed to go ahead with your installation.

Once booking has been made you will be required to make a deposit payment within 48hrs of agreeing to a date of installation. The amount of deposit will depend on the job description.

Job descriptions…

Therminox Chimney systems

Once booking has been made, we will then send you an invoice for all parts required for the installation, this may be your chimney system, stove and your hearth. Once this has been paid your parts will then be ordered and your booking is then confirmed. The rest of the balance is due on receipt once the installation has been completed. If your installation is being carried out over 2 visits, then after the first visit we will invoice for half the quoted labour and then on the final visit will be the remainder of the labour left to pay.

If you decide to cancel your installation after your parts have been ordered, we will not refund your parts we will then deliver your parts to you at a charge of £40.00 + vat. Our chimney systems are bespoke to each job and we cannot restock them.

Stove Installation in existing fireplace

Once booking has been made, we will then send you an invoice for all parts required for the installation, this may be your Liner kit, stove, hearth and any optional extras chosen. Once this has been paid your parts will then be ordered and your booking is then confirmed. The rest of the balance is due on receipt once the installation has been completed, this could include if you require a chimney pot. When a MEWP is required, this will also be invoiced when parts are invoiced as this will need booking straight away.

Building Works including Stove installation

Once booking has been made, we will then invoice you for your building materials required to carry out the building works. Once building works have been carried out, we will then invoice you for all parts required for your installation once they have been chosen and we will also invoice you for half of the labour costs and if you require a MEWP. We will then order all your parts required and all that will be left to pay on the day of installation will be the rest of the labour costs and if you require a chimney pot.

If you decide to cancel your installation after we have carried out the building works you will be invoiced for half of the labour costs. If your parts have been paid for and ordered, we will not refund your parts we will then deliver your parts to you at a charge of £40.00 + vat. Our chimney systems and stoves are bespoke to each job and we cannot restock them.

Booking in Dates

If you are booked in for a date, we have a 7-day cancellation policy if you decide to cancel after the 7 days has exceeded then you will be required to pay a £250.00 cancellation fee. If you are booked in and have ordered a stove yourselves and haven’t notified us that the stove hasn’t arrived within 2 days of your installation and we arrive onsite, then you will be charged a penalty for this of £100.00. These prices above are plus VAT.

Sickness and deliveries out of our control

If a stove has been delayed, we will always try to notify you 48hrs prior to your installation day, during the busy season of September and March there can be significant delays and when booking in we will always let you know how long it will take for a stove delivery.

If we experience staff sickness, we will always notify you the earliest we can, this is out of our control, and we will always book you in on our next available date. We do not normally carry out installations on a weekend but if due to staff sickness and we have no other dates available we will then make an allowance.

Invoice Payments

If parts invoice has not been paid in enough time prior to installation, this may mean that parts have not been ordered or parts may be ordered late, this will mean that your parts may not arrive in time for your installation.

All invoices are due on receipt. A grace period of 3 days is provided. If payment has not been received within 7 days of the invoice date for installation, a late payment fee of 5% will be applied. Additional fees may accrue until the outstanding balance is paid in full.

We are a small family business, and our customers come first, we like to make sure that our customers are happy with all works carried out by our installers. You will only ever deal with Pete or Tara when booking in and installation works.

Accepting a quote is accepting these terms and conditions.

Customer Satisfaction & Rectification

If you’re not completely happy with your stove installation, please let us know. We kindly ask that you give us reasonable time to return and put things right. As a family team, we take huge pride in our workmanship and will always do our best to resolve any issues.

When you raise a concern, we will:

Arrange a revisit
Assess the issue
Rectify anything that falls within our workmanship

Changes to Plans During Installation

If you decide to change the original plan halfway through the job, that’s absolutely fine — we’re flexible. However, please note that changes may incur additional costs. This includes things like:

Switching stove models
Altering flue routes
Requesting extra work not included in the original quote

Any additional costs will always be discussed with you before we continue.

Warranty Requirements

To keep your installation warranty valid, you must:

Book your annual chimney sweep with us
Book your annual stove service with us

This ensures your stove and flue are maintained correctly, safely, and in line with manufacturer and industry standards. It also allows us to spot any issues early and keep everything running beautifully.

Quotes & Pricing

All quotes are based on the information provided at the time. If the job changes, the quote may change too. We’ll always be upfront and transparent — it’s how a family business should be.

Access & Safety

We require safe, clear access to the installation area. If we arrive and cannot safely carry out the work, we may need to reschedule.

Warranty & Workmanship

Our installations come with workmanship guarantees. If something we’ve done isn’t right, we’ll fix it. If an issue is caused by something outside our control (e.g., structural problems, pre‑existing chimney issues), we’ll advise you on the best next steps.

Contact

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info@mysite.com

123-456-7890