- Appointment Time.
The arranged appointment time is an estimate of the arrival time. Problems with jobs prior to your visit and traffic will have an effect on arrival times. Desoot.com (Anglia Firewood) will phone the customer if the arrival time is likely to be more than 15 minutes late. If this is inconvenient to the customer, the appointment will be re-arranged.
Payment is to be made when booking the appointment. For any additional works that are carried out during your appointment, payment is to be taken by the Sweep prior to their departure. The sweeping certificate will not be given until full payment has been made. Payment can be taken by VISA or MASTERCARD.
If the customer wishes to cancel or change their appointment this must be done as soon as possible and this may incur costs.
3.1 Postponement – If the customer requests to postpone their appointment within 48hrs of their appointment a £10 admin fee will be applicable. If postponed before 48 hours prior to the appointment then we can usually accommodate a rebooking, but we reserve the right to make a £10 admin charge.
3.2 Cancelation – If the customer cancels their appointment within 5 working days (working days are Monday – Friday not including bank holidays) of the appointment date, no refund will be given.
3.3 Late/Customer not present – If the customer is late to their appointment the Sweep will wait at the property for 15 minutes. If the customer does not turn up after 15 minutes the sweep will leave and no refund will be given.
3.4 Not required – If the Sweep arrives at the property and is not needed no refund will given.
- Parking and Access
Parking and Access – Desoot.com (Anglia Firewood) require a safe, legal parking space for a large vehicle with a clear safe access. When booking the appointment, the customer is to inform and advise desoot.com (Anglia Firewood) accordingly. If we are to arrive and need to pay for parking, the customer will be charged for the parking fees. If on arrival we are unable to park safely and legally or at a sensible distance from the property we reserve the right to cancel the appointment and the customer will not be refunded. Please ensure that we have adequate access to the property to carry out the works.
- Health and Safety
Desoot.com (Anglia Firewood) take reasonable precautions to ensure the health and safety of the customer and the occupants of the property. The customer must act on all advice given by the Sweep during the appointment, with regards to health and safety while the works are being completed. Failure to act on any advice given by the Sweep will result in termination of the work and no refund will be given. It is the customers responsibility to ensure that the working area is safe and hygienic for the Sweep to enter. If desoot.com (Anglia Firewood) deem the property to be unsafe the appointment will be terminated and no refund given. If the chimney/fireplace is found to contain asbestos the work will be terminated, the customer will then be responsible for ensuring the asbestos is removed and the chimney/fireplace is made safe again. A asbestos safety certificate needs to be provided before we can return to complete the works. A £15.00 return visit fee will be charged.
- Power Supply
The customer is required to supply power this will be mainly for the vacuum. If the customer is aware there is no access to a power supply they MUST inform when booking in the appointment. On arrival if there is no power supply and we have not been informed of this prior to the visit, the appointment will be terminated and no refund will be given. Mobile power can be supplied at £10 per sweep.
- Waste Disposal
Any product of cleaning a chimney or appliance will be disposed of in the customer’s own waste disposal bins (soot is classed as household waste). If no waste disposal facility is available a charge for waste will be made.
- Standard of Work
Desoot.com (Anglia Firewood) will take all measures to adequately protect the customers property from dirt, soot and equipment. Fireplaces will be completely covered and all walkways used will be sheeted. We cannot be held responsible in the event of dirt or soot escaping the protective covering, due to the abnormalities, ill-fitting fireplaces and surrounds. We take care when sweeping chimneys with bird guards. We cannot be held responsible for bird guards or chimney pots being disturbed and any subsequent damage when sweeping. If while sweeping the bird guard or chimney pot stack is disturbed it is considered not ‘fit for purpose’ and desoot.com (Anglia Firewood) cannot be held responsible.