Dyfed Chimney Sweep Terms and Conditions

 

We provide a personal service and will be understanding towards individual circumstances as far as possible. If you need any further information or advice regarding these terms and conditions, please give us a call or email. By engaging our chimney sweeping and servicing services, you acknowledge and agree to the terms and conditions outlined on this page.

 

Access Requirements and Preparation

• It is essential to make sure the appliance is unlit and cool. The fire should be let out at least 24 hours before the appointment. If we are unable to sweep because the appliance is too hot or there are combustion gases present making it unsafe to proceed with the sweep, the full cost of the sweep will be charged as an on-the-day cancellation fee.

• We require reasonable access to the property; you must advise us if there are any restrictions with parking. If it is not possible to park directly outside the property, we will need to allow adequate time in our schedule for parking and carrying tools to and from the property. This may result in additional charges for parking fees and time allowance.

• We require clear access to the room we are to work in. Please clear the pathway to the fireplace and clear furniture away from the fireplace. Approximately a 2m square working area in front of the fireplace and any access hatches is required.

• Whist we adore furry friends and will be happy to say hello, we would appreciate your assistance in keeping pets securely out of the way once we are working!

• Gas appliances: unless there is access to the flue via an access hatch or the flue opening is unobstructed by the appliance, most gas appliances require disconnecting and removing by a Gas Safe technician before our visit. The Gas Safe technician will then need to return after the sweep to reconnect the appliance.

• There is no need to dismantle a solid fuel appliance before our arrival. Please note, if the appliance is dismantled upon our arrival, we may not be able to re-assemble the appliance, in which case, we will not be able to carry out the full operational tests.

 

Payment:

We accept cash or cheque on the day or bank transfer payment within 15 days of invoice date. We have a robust policy regarding late payments and appreciate your upfront communication if there are any issues with your payment of our invoice. We currently do not have card payment facilities.

 

Bird Nests:

If there is ANY suspicion of bird nesting activity during nesting season, we are required by law to abandon the sweep at that time. The Wildlife and Countryside Act 1981 makes it an offence to take, damage or destroy the nest of any wild bird while that nest is in use or being built. This protects all nesting birds during the nesting season which is generally considered to be between March and September. The only exception to this is if the bird nest poses a direct risk to human health, such as if the birds are nesting in a flue that is connected to an appliance that is the only source of heating for the property. In this case, we cannot remove the nest until we have first applied for and received permission from Natural Resources Wales.

 

Certificates of Sweeping:

Upon completing a chimney sweep, we will issue a certificate of sweeping outlining details of the process that was carried out and any observations. Details are retained on file for reference.

 

It is important to note that the certificate provided is not a warranty or guarantee of safety for use. A comprehensive visual inspection, as well as soundness or integrity testing, are separate procedures that can be arranged as a separate service if any concerns or problems are identified by either the customer or the sweep. The issued certificate serves as confirmation that the sweep has passed sweeping apparatus through the entire length of the flue, effectively removing as much soot and debris as possible.

 

Soot Disposal:

Upon completing the sweep and service of your appliance, soot and any debris removed will be left with the householder to dispose of. If the soot remains at the household and is disposed of with regular household waste, it can be managed through the regular council waste disposal service. This is the recommended and legally acceptable method of disposal. Please be aware that if our business is tasked with the removal and disposal of the soot, it is classified as commercial hazardous waste which entails additional requirements and associated costs.

 

Roof Access:

We provide a cowl fitting service if required, necessitating roof access. Roof work will be undertaken with due care and skill, but where a roof is in poor condition, we cannot be held responsible for damage to weak tiles, guttering and such. We shall not be held responsible for any pre-existing damage to the roof or faults in the chimney.

 

Cancellations:

When scheduling appointments we take careful records of information given over the phone and if an email address or mobile number is available, there will be a written confirmation/reminder. You are required to provide a minimum of 24 hours notice for re-arrangements to avoid charges. If you fail to provide the necessary notice, we reserve the right to charge up to the full cost of the sweep as an on-the-day cancellation fee.

 

Health and Safety:

Both parties are responsible for health and safety during all sweeping and servicing activities. You must inform our team of any potential hazards or safety protocols relevant to the properties being serviced. Dyfed Chimneys will take all reasonable precautions to ensure the safety of its employees and your property during the provision of services. However, Dyfed Chimneys shall not be liable for any damages or injuries caused by your negligence or any pre-existing conditions at the property.

 

Confidentiality:

All information shared during our engagement, including property details and any identified issues, will be treated with confidentiality. Both parties agree not to disclose sensitive information to third parties without prior consent. Dyfed Chimneys is registered with the ICO (Information Commissioner's Office) and follows the principles set out in the Data Protection Act 2018. Contact details and any personal information will be kept in a secure system and only used for our reference purposes.

 

Complaints:

We strive to deliver a high-quality professional service, and your satisfaction is important to us. If you have any queries or concerns regarding our work, we encourage you to contact us in the first instance.

1. Contact Us: Please reach out to us promptly with your queries or concerns. We are committed to addressing your concerns in a timely and efficient manner.

2. Acknowledgement: Our team will acknowledge your communication and work towards understanding the nature of the issue. Clear and open communication is key to resolving any concerns.

3. Resolution: We will make every effort to resolve your queries or concerns to your satisfaction. This may involve additional communication, clarification, or, if necessary, further actions to rectify the situation.

4. Feedback: Your feedback is valuable to us. After the resolution, we welcome your feedback on the process and the outcome. This information helps us to continually improve.

5. If you do not feel that the situation was adequately resolved, we are members of the chimney sweeping trade association ‘APICS’. APICS will consider any complaint if the complaint is in writing, and you may contact them here: www.apics.org.uk/contact-apics