Our aim is to provide the best possible service for all of our customers. As such, we publish clear and easy-to-understand terms of business on our website.
We offer open and transparent prices to our customers. However, we rely on you to tell us what we are sweeping – the price we quote is based on that information. We reserve the right to ‘re-quote’ on arrival if we find that there are factors we did not know about e.g. fireplace is bigger than reported, or there is a significant blockage.
In the event that we find a problem once we have arrived on site, we will explain the situation to you & tell you if any extra charge will be needed.
In the above circumstances, if you decide that you do not want to continue with the work, then we reserve the right to make a charge that covers our costs (including travel and a contribution towards any work already undertaken).
Appointments can be cancelled free of charge with at least 24 hours notice. We may charge a cancellation fee of up to 100% of the quoted price in the event that:
- No-one is at home when we attend the property or we cannot gain access.
- You make a late cancellation with less than 24 hours notice – subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Payment is due upon completion of the work (except where alternative arrangements are agreed in advance). We accept the following methods of payment:
- You may pay by cash on the day.
- You can pay by debit or credit card on the day (apart from American Express).
- We DO NOT accept cheques or bank transfers.
Brushes or rotary power sweeping equipment must be used to clean a chimney properly. We may use ‘power sweeping’ (the use of a drill type device to ‘flail’ the chimney flue) when we feel that the condition of the chimney will support this method.
Stainless steel flue liners are not indestructible. We carry a range of brushes and will use the one most suitable for the job, but aggressive cleaning may not be appropriate.
Blockages & Nests
It is illegal to remove ‘live’ bird’s nests, which are usually found between April and June (please see the RSPB guidelines here). If we find a live nest in the chimney when we are sweeping we will usually arrange to come back to remove it when it is legal to do so.
In such cases, we will make a reduced charge to cover the cost of out travel and time, and we will book a suitable alternative date and time to return, sweep and remove the nest when it is legal to do so.
While great care is taken to prevent damage to your property, we cannot be held responsible if damage occurs to badly maintained and deteriorating pots, cowls, chimney stacks, fireplaces or chimneys.
We also cannot accept responsibility for chimney problems that are discovered during sweeping, which were not reasonably obvious and/or were not advised to us by the customer in advance.
We’ll do our best to advise you & take precautions to prevent damage, but in some instances we may recommend remedial work prior to sweeping (or ask you to sign a disclaimer to allow us to continue with the sweep).
If we encounter stove installations that have been fitted without provision for sweeping, or illegal installations that are dangerous, we may be unable to undertake the job. In such cases, we will leave you with our advice about how to rectify the problem. In such cases, we will charge a reduced fee to cover the cost of our time and travel.
For the sweeping of Aga and Rayburn flues, please make sure the appliance is switched off allowing plenty of time (at least 24 hours) to cool down. If we are unable to sweep as the appliance is too hot, we reserve the right to charge a call out fee and rebook for another time.
Your insurance company may require a certificate of sweeping the chimney. We provide a certificate for every chimney we attend. The certificate is confirmation that we have passed a brush or appropriate device through the flue and removed as much soot and debris as we are able to.
The certificate is not a warranty or guarantee that your chimney is safe to use, since a full visual inspection (CCTV or other) has not been made, and soundness or integrity testing has not been carried out. These are separate tasks that can be performed if any problems or concerns are discovered during sweeping.
Roof Access & Weather
It is frequently necessary access the roof in order to reach the chimney stack. If it can be avoided, we will not use the roof ladder. When we do have to use it, we will take every care in placing the ladder to avoid broken tiles or guttering. Please tell us if there are any known problems already identified with the roof.
While great care is taken to prevent damage to your property, we cannot be held responsible if damage occurs to badly maintained or deteriorating roofs or gutters.
If we are working outdoors (such as fitting a cage, cap or cowl) the work will be dependent upon the weather being suitable for working from a ladder. We’re sorry if we have to postpone, but we will rearrange to carry out the work as soon as we possibly can.
Certifications, Regulations & Insurance
- We are Guild of Master Chimney Sweeps certified.
- We have an environmental waste license.
- We hold Public Liability Insurance to a value of £2 million.